I purchased a Cricket phone and plan for my son in December. My son had been asking for a cell phone for a number of months. After much searching, I decided to go with your company. I thought that your company had the best plans and offers on phones. My son is a teenager and I did not feel like he needed a regular cell phone that had minutes, plans and all the other things that go along with getting a cell phone through other companies.
This phone sat in a box from December 16 until December 25. The phone was then given to my son and was activated at that time. After a few weeks, my son says he received a text message that said his bill was past due and that the bill was $79.27. His phone was then disconnected.
I called Cricket customer service on January 15. I spoke with a young man in this department and requested that I start receiving a paper bill. I also told them that I did not give Cricket permission to automatically deduct the VISA card that was on file. He said that he changed it in the computer and that I would receive a bill. I paid the bill and my son continued to use the phone. On February 13, my son said that he received another text message in reference to a past due bill. Needless to say, this angered me a great deal. I thought this problem has been remedied. I thought I would receive a bill.
It is now February 15 and I still have yet to receive a bill from your company. I had no idea when the bill is due so therefore, I have no idea when to pay it. I called customer service again and spoke to a young lady named Nikki. I explained to her the whole situation and that I would make sure the bill got paid when I received it in the mail. I also asked her two different times if the phone was going to be cut off. She assured me that it wouldnt be. She also assured me that the problem with the bill was fixed and that I shouldnt have any more trouble. I asked her one final time before hanging up about the phone being turned off, she assured me again that the problem was fixed and that I shouldnt have anymore trouble. Today, my son calls me at work and tells me that his phone has been suspended. I then called back to the customer service department and spoke with another young lady there and she kept on telling me that it was in the system that I received a paper bill.
After a number of times of trying to tell her that I have never received a bill from your company, she refused to hear me. I then asked for a manager. I was placed on hold almost ten minutes. Then a very arrogant young man by the name of Michael came on the line, he stated he was a supervisor. I then relayed this entire story to him. He then informs me that the paper bill was just placed on the account and that I would start receiving it in March. I told him that I was never told this information. And all he could say was that he was sorry. I then asked for a bill to be sent to me and told him that I would pay my bill when I got a paper bill in the mail. He said that my sons phone would not be activated until the bill was paid. I got angered and agitated again. I then asked if the company makes a habit of not honoring the word of their customer service representatives. His only response was to apologize. I then told him that I was going to send a letter to the newspapers stating how poorly Cricket treats their customers and that they do not honor what they say. I also told him that I was going to take my business the Liberty Wireless. My mother has had cellular service with them for a number of years and she has never had this much trouble. All I have ever requested was to receive a paper bill so that I would be able to see something tangible. I have yet to receive anything from Cricket other than a hard time.
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