ComplaintsforCricket

• Initial Complaint

  05/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently moved & Verizon, my WiFi & Cell Phone Carrier requested I change carries since I was now located in a "No Service Zone". I am now surrounded by mountains & the 2 Verizon Towers are located on the other side of those mountains at 6.44 & 8.49 miles away. This means I could not call 911 for help if needed. Thus, I needed another provider. On 5-2-23 I drove into Sanger to a Strip Mall that contained T-Mobile, AT&T & Cricket Mobile. To all 3 Service Providers I explained my age, health & the importance of a reliable service. I also explained my location to Verizon's towers & the mountain issues putting me in a "No Service Area". T-Mobile checked their maps & then their tower locations, they could not help me. AT&T stated they shared the same towers as Verizon so "No", they couldn't help. Cricket stated according to their maps I was serviceable & showed me the maps. However they did not check their tower locations to my address. I hesitated, Paula stated she had many customers from my area & never had a complaint. She felt everything would be fine. I asked could she check with someone just to be sure & she said yes, but never did. I paid $261.00 for Equipment & paid Service fees for 2 items. Once home, nothing worked. I had limited, intermittent, & No Service. I spent days trying to call 611 for help. I finally reached a supervisor, a Mr. ******? He stated 1) the towers were too far away & needed to be 1.5 miles from my location. 2) The Cricket Map was in error 3) I should not have been told Cricket could provide me services. 4) Go back to the store & return all items for a refund. 5) Cricket shares the same towers with AT&T and Verizon, which means " I am in a No Service Area for Cricket also". I did as instructed & was refunded for my devices but not for the prepaid service fees. I was told to call Rosa at 559-******** to begin this process, but Rosa never returned my calls. Please refund all prepaid fees since this was not my mistake.

  Business response

  05/26/2023

  Good Morning - We regret the delay in our response. The second notice was recently forwarded to our corporate office, and we were previously unaware of the first notice sent to our Cricket location. After reviewing the matter, Spacetel, LLC has taken appropriate steps to address the issue. Ms. ******* ********** received a cash refund of $131.22 on May 8, 2023, during her visit to our Cricket location in Sanger, CA. The only refund that was not provided to Mrs. ********** that day was for plan services and activation fees since we are only a Cricket Authorized Retailer and have no authority to override such transactions. A representative from Spacetel, LLC, Ms. ****** ******, contacted Cricket Corporate and escalated the issue as it was caused by inaccurate map data on their end. Cricket Corporate has agreed to refund Mrs. ********** $165.00 for the plan services and activation fees. Despite efforts by Cricket Corp to contact the customer, they have been unable to do so. A check for the amount due has been sent to Ms. ************ address at ***** ******* ***** ***** ******* ** ***** and should arrive within 3 to 5 days. For your reference, we have attached documentation and case information.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I opened a progressive lease payment with cricket wireless for a iphone 14 plus on day 18 of december it is going to be a month tht i have not received the device and im being charged for the monthly service wich i believe to be negligent on the companies part

  Business response

  02/09/2023

  Good afternoon I received a letter to our store about a complaint, I am ******* the store manager that issue was fixed and was being worked on as well I was not manager yet when this transaction was done. customer was not left clueless I was helping him call and figure out a solution, the issue was they had their old address still on their cricket account and failed to update when they did move so that was why device was delivered to incorrect address. It was corrected and customer did receive a replacement device and has been corrected since. Sorry for the late response I did just receive the “second notice letter” but I do not recall receiving the first one as well

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