Cricket Wireless Complaint

Cricket Wireless Complaint

Submitted by: Anonymous | Post a complaint | Back to Complaints Forum

On 6/15/19 I purchased 2 new wireless plans on Cricket Wireless’ website(Order Number: ********) with 2 new phones and 2 new sim cards for a total amount of $811.98. Upon receiving my order on

6/18 I attempted to activate my new phones online, but was unable to do so, it said the order was still processing. So I contacted Cricket customer

service to do the activation. The representative was also unable to activate them, and told me there was a technical problem on their end, and told me a

manager would call me back to complete activation. I missed a call from a manager, but when I listened to the voicemail he said to call back with the

phones IMEI numbers and the SIM card numbers, which I called back and provided to them. At this point I was told they were still unable to activate our

phones. I called twice on 6/21, and was told that I would be called back within an hour but I never got a call back from anyone. Today, 6/22 I called yet

again and had to go through explaining everything from the beginning again, nothing had been done to fix the issue yet. So she started another

complaint she told me technical support would work on and get back to me in 2-3 days. At this point I told her I was extremely upset that after 4 calls to

them and all this time, still nothing had been done. I told her if this could not be fixed as soon as possible that I would like a refund. I explained my

frustration at paying so much money and not even being able to have working phones and service for days now. I also explained how frustrated I was

having to call so many times, and feeling like I’m getting the run around, no solutions offered or urgency to fix a problem with their system in a timely

manner. I paid a large amount and I expect to get what I paid for.

 

Called customer service again (5th time) on 6/23, and had to give them the IMEI numbers and SIM ICCID numbers a third time, but still the representative said he was unable to fix the situation from their end, but he assured me that the complaint would be handled by corporate now. He told me someone would call me from the corporate office on Monday (today-6/24), and they would be able to do the activation for me. It is currently Monday 6/24, 9:13pm EST and I still have not received the call I was promised. Will wait another hour before calling them again.

 

On 6/24 I called again at 10:40 pm and asked the representative if I could speak to a manager. The man I was transferred to told me my account and numbers don’t exist, raised his voice at me and when I tried to explain the steps I already took he overtalked the whole time. He told me I shouldn’t have asked for a manager and then he hung up on me.

Called back after being hung up on and spoke to a different representative. She told me at this point there is nothing that can be done, she said the order is “stuck” in the system. She told me that is why activation doesn’t work, but she said they also can’t cancel the order at this time either. She apologized that she couldn’t offer me any help with this problem.

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