Cricket Wireless Horrible customer service and straight thievery san diego, California

 August 6th 2011

Today I spent 2 hours being tossed around between individuals in your customer service department. I did not get any service only frustration, misinformation, and not a single person who spoke English well enough to understand me properly! I am fed up with the inadequacies of Cricket. Calling your customer service lines is a very unpleasant and hectic experience and this is not the first time I have encountered extreme dissatisfaction. I stay with your company, because the price is right. It has now come to the point where low prices are not making up for the POOR and aggravating service I have been receiving from your company.

Today I paid my bill online as usual. I have two phones 1 for me and 1 for my son who lives in Arizona. I had been trying to reach him for a few weeks but his phone had been going to voicemail. I emailed him a few times, just to receive an email back today, after I had already paid our phone bill, saying that his phones battery hadnt been working for a few weeks, he plugs it in and it doesnt charge.

So I called crickets customer service to see what they can do for me. After extreme frustration for 20 mins on the phone with someone who couldnt understand me, because their command of the English language was very poor (which seems like a theme in your company) I finally spoke with a manager. This manager proceeded to inform me that they couldnt do anything about the past two weeks of inactive service since we didnt call and disconnect the line at the time the
phone stopped working (which I didnt expect or ask for anyway) but that they WILL apply the $30.00 credit towards next months bill if I disconnected the line TODAY! And that after the credit would be applied to nexts months cycle bringing next months bill (Sept 6th Oct 5th)  to $5.00 ($35.00 which is how much I pay on my phone minus $30 credit equals $5) He said that I overpaid and that it would be no problem, since I just made the payment an hour before I made this call and that we have yet to use the any of this months since the payment was just received for the coming month .

He then transferred me to the department that handles disconnecting lines, assuring me that once I disconnected the line the credit would automatically be applied to next months bill. When I was transferred over, the person at the disconnection department (for lack of a better term) also was having a hard time understanding the situation due to his limited language ability and told me in so many words that what the manager I had just spoken to told me was not true and instead tried to sell me a phone????!!! I was livid at this point, he disconnected the line and transferred me back to customer service and gave me a reference number to the conversation I had had with this so-called manager: 9561DT8354. (a bogus number)

When I was finally transferred over, they told me this reference number was useless! And I had to start all over again, after frustration for another 40 mins I finally got a manger named Bella W. on the phone, she basically told me sorry you were misinformed and there is nothing we can do about the situation and that the money was not going to be credited or refunded! Basically she said the $30 I paid for this line this morning for the period of August 6th-September 5th was lost because I disconnected the phone! I only disconnected it because the manager I spoke to before had suggested that that was what needed to happen in order for me to get my money back. Today is August 6th and I just paid the bill, so what are you keeping the money for?

I am very angry! I feel like I have been robbed of $30.00. I dont find this money on the street you know! I work very hard for it and in this economy and with being laid off and taking whatever work I can get I am not willing to let you guys steal my money like this. I didnt use any service to justify you keeping my $30.00 and I will be forwarding this letter to the Better Business Bureau If you do not refund my money and seriously rectify this situation. I have had nothing but negative experiences with your customer care department which should be called the give the customers the run-around department.