Lack of Information about Blacklisting a lost device from CSR Cost me my time, money, and turned my device into a paper weight

  • 7 November 2022
  • 5 replies

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So I had temporarily lost my phone and at the time thought it was stolen since it seemed to have disappeared into thin air. I end up calling cricket to let them know the phone is lost and possibly stolen they shut off the line for me and the customer service rep then suggested blacklisting my device. You would think that he would of mentioned that if I chose to blacklist my lost device that it would be impossible to remove and restore my service! You think they would warn you of the negative repercussions of blacklisting a device through cricket but the rep made it sound all peachy and even told me that there would be no freaking problem restoring service if my device was found. Fast forward to the next day and I get a call from my friend saying I forgot the phone at their house. I go and grab my phone call cricket pay remaining bill and the rep pretty much blew smoke up my ass telling me that my service was restored and my phone was taken off the blacklist. If I would of known that the entire month would of consisted of calling customer service over 30 times with no solution other than my phone's service being turned on for 10-30mins just to be reflagged over and over. You would think they would offer a credit for their screw up and incompetency to actually remove a device from the blacklist that they suggested & blacklisted themselves!!! So basically I was screwed into paying $90:for one line instead of the two lines. Let me tell you that all of October not one customer service rep could solve or had the decency to credit me for their fuck up. I guess this common practice with cricket! So thanks for charging me for one line at the price of two lines instead of having good customer service. What I am mean by good customer service is fixing this situation or at very least crediting me for the time lost & inconvenience of your employees screw up aka your companies responsibility. If this isn't solved I will be contacting the bbb and fcc. At the very least for the pure inconvenience I should be credited for this month as an act of good faith for cricket's screw up. Also now my other working device won't even call customer service it just doesn't ring and hangs up after 20 seconds of silence. So thanks for your turd of a carrier and horrible. This is my last attempt before switching and doing everything in my power to hold your company accountable for your shady business practices with not just me but countless unhappy customer's being essentially ripped off. So is one month of service for your mistake worth millions of dollars lost from a class action lawsuit? You tell me I hope your not as stupid as your customer service.
































Best answer by Marlena_Cricket 8 November 2022, 02:56

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Honestly not trying to be rude but why would you authorize them to blacklist your device if you DIDN'T KNOW WHAT BLACKLISTING A DEVICE MEANS ??? I for one would NEVER agree to do something to my device if I didn’t know what it was … that’s just ridiculous My condolences the whole situation sounds like a shit show, and even though I do think you deserve to be credited for the inconsistencies in customer service and being promised a solution only to be ignored/denied said solution… at the end of the day YOU agreed to have your device blacklisted, if you didn’t know what that meant you shouldn’t have agreed to it. I think taking a little bit of responsibility would go a long way …

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I do know what blacklisting a device is and usually it isn't this much of a hassle to get it removed. It's the inexperienced cricket representatives that can't give a straight answer or will dismiss that i have already tried the troubleshooting method they are trying to get me to repeat after over 30 calls with no solution. I haven't had this much trouble getting a device which was put on the blacklist for being lost or stolen till now. I would of been down for cricket to have removed my device from the blacklist over a month ago before i had to go through a entire month with out the service i paid for. i just find it funny how all of sudden they can do it when they were saying they can't out of their hands that its on a national block list? come on, a new sim card? what about the service i paid for credited back to my account? it's more than fair. Im sorry but if you had the month i had having to call in over 30 times to literally get nothing solved you would be little less concerned with attracting bees with honey at this stage. it's horrible customer service when literally every representative I had talked to told me something different or just ran me through the same troubleshoot not listening to me telling them I had been through it before several times. there's a certain level in competency when an employee argues with you and then sends you through the same PIN code troubleshoot telling you that what they're doing is different from the 30 other times you did it before. it's the kind of thing that makes you just want to bang your head against the wall or smash your phone. the phone survived though no worries

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@CricketSupport Well i sent you guys a message a few days ago with the information you asked for. I also would like to come to agreement on a credit for the month of service that i had paid for but didn't receive due to the inconsistency of your call centers representatives. 

Userlevel 3
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Hey @sfvjake23 I get you’re upset, but have you ever heard of the saying, “you’ll catch more flies with honey than with 💩”? First off - there is DEFINITELY a way to remove your phone from the blacklist. I’ve actually had it done. I bet what happened is that you were trying to use the same SIM card that was blacklisted with the phone. All you need is a new SIM card. Once you do that and have them remove it, it won’t blacklist again. Problem solved!

Userlevel 3
Badge +5

Hi @sfvjake23, and welcome to the Community Forum. We’re very sorry to hear about your experience, and we want to assure you that we’re here to help.🤗 We’d be happy to send you a complimentary SIM card and permanently remove your phone from the blacklist. Please send us a private message to @CricketSupport and include the name on your account, your wireless number, your complete mailing address, and the IMEI number of your phone.