On October 7th I purchased a phone from Cricket being told that with purchase of phone first month service & activation was included.
I gave the phone to a family member who was in the hospital so that I could communicate with them during the hospital stay.
I started calling this number the same day and could not get answer, but left message to return call. This went on for several days, now it was tuesday when I purchased the phone & on saturday I received a call from a lady who asked me why I kept calling her & leaving messages since she did not know me.
Turns out that she was a former Cricket customer who had switched to Verizon phone service and retained her number she also stated this was the 3rd time they had given her number to a new customer.
I called first the store where I purchased the phone & spoke to the person who sold & activated the phone was told "you will have to call customer service from the phone", problem now can't call from this phone because it is some 90 miles from where I physically am located. The person with the phone can't be informed due to the fact cannot reach because phone number to them belongs to this other person with Verizon.
Now have to locate someone to go where this phone is and have them tell the person with phone to call me so can give information to them about getting the phone number changed.
This again takes hours to get done as told "impossible for this to happen" will have to change & re-activate, etc, went thru several different customer service reps to finally get the number changed.
On October 22 now "16 days" after the purchace of phone I get a call saying the phone has been lost or stolen (no longer in possesion of person using anyway) so I call the customer service line once again on 800# and tell them the phone is either lost or stolen and to shut down the phone, suspend the service. That I do not intend to pay for phone service unable to use because of it being lost or stolen, to disconnect the service, if & when the phone was recovered or I decided to purchase another phone I would re-activate my account then.
I then followed up after having so many problems via the customer service phone line with an E-mail to the cricket customer service for verification to be sent to me by E-mail that this service was shut down & canceled. I received this e-mail back stating their computer shows it was taken care of by phone.
At this point being October 23, I should have no pmt due what so ever since the first month has not yet elapsed and the service has been shut down.
I then receive a call November 10 from the hospital where the phone had disapeared that it was retrived and they were going to send the phone to me by mail.
On November 13 I then receive a bill in the amount of $126.38 ($35 a month unlimited local & long distance service was set up when purchased phone) being charged for the months of November thru January 06.
Knowing I had no charges due for the month of November & December due to the phone being suspended I immediately tried to call the customer service but was unable to get thru on their line as have to enter the cricket phone number going thru all their automated crap and this phone number was on account that was suspended it was no longer a valid number.
I then sent an e-mail to customer service asking them to contact me at my home phone number & received e-mail back telling me I had to go to a Cricket store to resolve any problem they could not assist in any way.
I went to the closest Cricket store located in Uvalde Tx, spoke to customer assistant there, he went over the bill, said he must bring mgr into the conversation & have him take care of the credits due, then the manger come out & says that I owe this bill due to the fact that the service had not been cancelled but rather just turned off so phone could not be used.
I told him that I had instructed the customer service rep to disconnect, suspend, close this account down & why should I have to pay for their mistake.
That the phone had been recovered, I am waiting until to receive the phone & reactive the account.
Now not mentioned prior I am a disabled person who lives with chronic pain, I have been standing there 35-40 min and in so much pain I can no longer even think logically, shaking my head & under protest I paid the bill for the November service thinking that when the phone came in would come back and take care of the mess then.
After getting home, locating the e-mail info from cricket comfirming the communications of having the service shut off & knowing this is a month to month service with no contract, there is no way that I should be charged for the November service until such time as the phone was back in my possesion and re-activated.
I received the phone back the evening of November 14 and when I got the phone it had been turned back on evidently when I paid the bill earlier in the day even though I did not have the phone in my possesion at the time.
This confirming the statement made earlier by one of the cricket employees at the store who said it was turned off because of non payment of bill... Not because of my request to suspend and close the phone service. Again "Cricket customer service mistake not mine"
I returned to the Uvalde store with the e-mail confirmation from Cricket on November 15th with the phone now in my possesion.
Again, I am told that apparently the customer service rep made a mistake when I called, but that I still have to pay for the mistake of this customer rep.
I have been paying for the mistakes of Cricket Communication employees since the day of purchase. Why should any customer have to pay for the MISTAKES of EMPLOYEES of the CRICKET COMPANY?
I will make very sure that I get my money's worth of long distance calls made between now & December 06 & then I will have the phone turned off totally, account closed not only by telephone but in person at the store and by e mail so there will be no mistakes made about the fact that they have lost this customer for good.
I will tell every person that thinks about getting a Cricket phone to stay away from this company their customer service people cannot complete any transaction with out some type of mistake.
Oh yeah I forgot to mention that the Mycricket.com page to check my account info had on it from the start that my last pmt was made on 11/30/99 & this was on there October 18 this was and is the only cell phone I have ever had in my life so how was any payment made back in 1999??
* the person who had the phone the first 16 days had purchased a game app & paid $15 for this via her personal debit card (i saw the statement from her bank where it was deducted) but I was charged for this on the bill that I received. When they put this on the phone, it was under the first phone number which was not valid, and according to their policy cannot transfer to a new number (once again paying for the complete stupidity of CRICKET EMPLOYEES) I was charged activation fee for something called bucket services that when searching the entire web site of Cricket no where does it say there is any activation fee of $10
Beware of this company, all mistakes made by their employees are paid for by the customer, not the company or the employee. Only the customer who gets screwed all the way around...
Carolyn
Knippa, Texas
U.S.A.
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