Customer Service

Dear Customer Service Executives,

I am a disappointed Cricket customer. I have had an account with you for longer than I remember. When friends talk about their cellular service I always mention Cricket and the great service and rates available from you. Not any more.

A small $15 fee. That’s all this was about. I have had a bad habit for many years of letting my account expire and then paying for the next month’s service. Not a great means of paying bills, but with the 24 hour grace period it was an easy way to remember to pay. Bad habit.

This morning February 28, 2020. I went to pay my bill that expired at midnight last night and found a $15 re-activation fee. Probably a good idea logistically to get more customers into autopay. But it was a new charge. Apparently it was notified in two reminder texts, that I didn’t read closely because we get reminder texts every month. $15 not a big deal. But at the same time, it was a new charge that I have never been hit with before. So I called customer service to see about having it waived this month. I am happy to pay on time from now on, but didn’t see the need to pay an extra $15 for something I had never seen before. Normally this should not a big deal with customer service.

My call fell on deaf ears from the representative and the supervisor. Company policy was upheld. This was a simple courtesy customer service matter. It will not come up again, but being told there is nothing they can do about it is disturbing. For a company that looks to its customers as their livelihood, I would think there would be a bit more latitude in how new policies are implemented.

I have since paid my bill with the $15 fee. I may continue to use Cricket for some time. But Cricket has lost my good will, my speaking up for them to friends and potential customers, and I am now in the market for better deals from other carriers.

You stuck to your guns, and made a little more profit for the month. Good for you. But you have eroded a loyal customer that used to speak well of you. I guess 10,000,000 customers makes you not really need people that much. A sad day for a company that I used to speak highly of.