Complaint / review text:
I called Cricket customer service department because I was having an ongoing experience with my phone. I was receiving nonstop texting back to back. First, it was from a promotional text from Cricket. That same text continued to text me minute after minute. This went on for all day and night. I contacted the customer department. I was told that it was an internet problem, not just with my phone, but over all with other customers. They were working on it and will be resolved that day. Also, as a courtesy, they gave me a $10.00 credit on my next bill. Sadly, the problem never stopped.
I was getting texts minutes after minutes, all day and night. I had to, of course, keep my volume off. I waited two days after my first complaint. I called back to the customer service department and spoke to the rep. When I mentioned to her what the first rep told me, she said in her words "I do not know why the rep lied to you". That it wasn't a problem with the internet. She did see the $10.00 credit. I had to explain my situation over and over again. At that point, I got frustrated and I asked to speak to a supervisor. She told me to hold, within seconds, the phone went dead which I believe she hung up on me. I called back spoke to another representative. I tried to explain my issue and they keep asking me the same questions again. I asked to speak to a supervisor and I was asked to hold. I held on the line for more than 20 minutes, but no one ever came to the phone.
I called back again, spoke to another rep. I'm very frustrated at this point. I said can I please speak to a supervisor? He told me no, not until I explain my situations again. I tried to explain all over again. He kept asking me the same questions after I explained it to him. He seemed to not understand what I was saying nor understood English well. I asked to speak to someone that may better understand me. He told me I was being rude and he will hang up on me. I told him to please put a supervisor on the phone. He kept asking me the same questions about what I already told him. I told him that I was not satisfied with the service especially since I worked as a customer service rep for my company for 14 years. That he was being very rude to me. His reply was, "well, I'm sorry about that but you need to just tell me why you're calling". I could not believe it. I told him I do not want to talk him. First, you're being very rude to me and you do not understand English well because you're talking to me like you do not understand. He said I was being rude and told me he will be hanging up on me. And he did!
I called back to the company. I spoke with someone else. Before I explained myself again, I asked if he saw any notes on my account before I begin. He told me no, only that I was getting a $10.00 credit. I asked to speak to a supervisor, he was much nicer than the other reps. However, I had to explain my problems all over again. Still, I never spoke to a supervisor. He told me he was waiting for one to come to the phone. We talked for less than 20 minutes, going over my story. He said the supervisor was busy and he was still holding on the line (nice thing to do). After speaking with him for so long and a supervisor never made it to the phone, I told him I will just go into the store. He told me that it's better to talk to a customer service because all the store's going to do is call them and start the process all over again. I could not stay on the phone because at this time, I spent a long time on the phone and my problem was never resolved.