I've always had problems with lies and being given the runaround with Cricket, but my recent encounter with them is the limit. Since Dec 15th I'd been having problems with my phone dropping calls. I called for a representative several times to speak with technical support and address the issue with 2nd line on my account needing to be disconnected. The relative using the additional line called on Dec 17th to have the line removed. I gave that representative the information she asked for and she spoke back to the person using the line.
On Dec 26th I called Cricket again and spoke with an operator to said they were resetting my phone and to wait about 10 minutes to see a difference in the calls dropping. I also spoke with the representative concerning my bill and was told that the 2nd line was being removed. It hadn't been at that point (as a previous rep stated) but she was removing it and applying some sort of extension to my account to accommodate additional expenses and pro-ration. She was working on both issues when that call dropped.
The next morning the phones were off. I called and spoke with a rep and that call dropped but the rep turned the phones back on based from the info I was given her before we were disconnected. I was unable to speak with another rep at this point.
The next two days, Cricket had their system set up to send customers directly into the auto prompting regardless of issue, claiming all reps were busy, so I went into the Cricket store on Monday Dec 29th, 08. I explained to the agent what I'd experienced the last couple of weeks and asked what the status of my account was. She claimed she didn't see where I'd spoken to a rep. She said their was no request for the additional line to be taken off and she added that reps over the phone didn't have the ability to take the additional line off but told people anything just to get them off the phone. I asked about additional fees, since my phone was cut off during this time, what exactly had the rep done the morning my phone was cut back on but dropped before I received explanation and etc.
She looked clueless at the screen and just started feeling out the paperwork to disconnect the other line (all while conducting a conversation with her co-worker beside her about something). I asked if I could see all the activity that had taken place on my account. She said why. I said I've not been able to speak with anyone and have been given different stories so I need to know what I'm paying for because I don't have money just to throw out. She said I'd have to pay 25 dollars for her to print the info out. I told her I didn't believe her and asked to speak with another rep. I went over to a gentleman who began looking at my account when that first agent stated to me, It doesn't matter to me anyway, your phone will be off, not mine.
In defense I spoke back saying how dare she speak to me that way with all the runaround I'm having and that I have a child at home and her saying that offended me. She said other things, so did I. A security guard intervened saying he would call the police if we didn't stop. I said there's going to be someone who may come in here with a serious circumstance going on in their life and a statement like that would make them not even care about security, they could jump over the counter on her. So the security guard got mad at my additional comment and secretly called the police.
At this point the gentlman and the agent Kiwanna took over explaining my account. They suddenly were able to actually see things on the screen that the other agent claimed she couldn't see. They told me what had gone on. And actually took a moment to explain things in a better way. They were unable to resolve the problem but were respectful enough to go over my account with me in detail then directing me to the nearest machine to pay my bill being theirs was broken (like always). I saw the police and the security guard said something to them and sent them away. I asked did I need to speak with them and they said no, your fine. I left to make the payment.
At 7:59 pm I received a text full of profanity threatening me and mocking me, saying I was the one scared. I knew who it was and responded I wasn't scared. They text back and called several times. The calls stopped when I text her saying it wasn't smart for her to abuse the companies system to get my personal info to call and harass me.
The next day I spoke with two store managers explaining the texts and conversations occurring after I'd left the store. Their names were Theresa and Tamara. Tamara asked me to send all the texts to her, said she was having the numbers traced and call logs pulled to do an in-store investigation. I sent her all texts and gave descriptions and all evidence I remembered from previous nights conversation.
I responded, that this didn't set well with me because it was too obvious of this employees action and anger toward me. She had all my personal info including my address and the SUV I drove, was bold enough to contact me after I'd left and continued this dispute. I Explained how I felt my privacy had been violated and I didn't feel safe concerning my son and myself being people often take revenge undercover, (especially when they have all your personal information in front of them). They claimed they would research this. I never heard back from them concerning anything.
I feel vulnerable. Every time a car alarm goes off outside, I think it's mine. Its obvious management didn't take the situation serious even after viewing the language their employee used in the texts proving what sort of character was within a young lady working for them. It's all a game to them. They simply don't care.
Southerngirl333
Southaven, Mississippi
U.S.A.
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