Cricket Communications Inc

Review: On Dec. 30th I purchased a phone at the [redacted] Cricket Store. I have had Cricket for over 6 years. It was a HUGE buy for me and I wanted the phone to be perfect. It took several tries but, I bought a ZTE ENGAGE with an 8G camera. I was told I had to stay at that store.Last week my processor apparently went out and the [redacted] store told me if it still didn't work after a hard reset they could do a factory exchange. It did NOT work. Fri May 31st I returned and I listened as [redacted] was walked thru the return process over the phone. My phone was in MINT condition and even the factory film on the front screen was in perfect condition. I was charged 20.00 for shipping only to find out last night from the Cricket site, that I should have received it overnight, not 10.00 for 3 day shipping.First thing I noted when I arrived on Mon, to pick up my "replacement" phone was out of the box, all apart. When I asked why, "[redacted]" said she knew I was coming and she was "getting it ready for me." I thanked her of course. I was told to bring my box from my old phone, receipts, cord to put in the box to return to the company etc. Which I did bring it all. Everything was in order with my paper work. "[redacted]" turned threw the NEW box away. I said, "I would like the box" she said you don't get the box. You don't get the SIM card AND you don't get the cord! So my point was that the old cord could burn my new phone so thats the big deal! I was refused all of the above. AND my "old" broken phone that "REQUIRED" me to have BOX, CORD, RECEIPTS, never went into the envelope with my broken phone. I left knowing something was not right.After my immediate return, I asked for MY screen cover. I was refused after offering to pay for the envelope. I asked to take a photo of the box so I would have proof of the transaction. I was refused. Therefore I had zero proof of the factory replacement.I got home and MY original charger did not fit! I tried another only to have the phone shut down and a red box over the battery!Desired Settlement: I was overcharged for shipping or should have received phone the following day.I was NOT informed I would be receiving a "USED" phone from the factory! Or offered the 3rd option which is on the site of paying 50.00 and receiving a brand new in the box, out of inventory, replacement! I have insurance and since this problem IS a factory issue I feel I am getting a replacement phone that is only going to burn out again! Or be offered a different Droid that did not have KNOWN factory issues.

Business

Response:

June 14, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states that her device began to malfunction so she visited a Cricket store on [redacted] to order a replacement phone. When she arrived at the store on June 3, 2013 to pick up the replacement, the phone was out of the box already. She states that the representative at the store refused to provide her with the box to the phone, and that it was thrown away. She did not receive a new charger with her replacement phone and when she got home she realized that her original charger did not fit her replacement phone. Ms. [redacted] states that she was overcharged for the shipping cost for the replacement and received a used device, not a new one. She is requesting a replacement for a different Android model.

We apologize to Ms. [redacted] for any inconvenience or poor service she felt she received. Cricket strives to provide excellent customer service and we regret when that high standard is not met.

Ms. [redacted] visited a Cricket Authorized dealer for her replacement order, we have contacted the account manager in her area to provide coaching and/or disciplinary action based on the feedback that Ms. [redacted] provided about her experience there.

Please be advised that Cricket Authorized dealers are independent from Cricket Communications. Cricket Communications provides guidelines to the independent dealers for pricing, policy, and procedure, but has limited control over which guidelines the dealers choose to implement.

Ms. [redacted] visited a corporate owned Cricket location on June 4, 2013 because her replacement device would not charge, a replacement was ordered for Ms. [redacted] free of charge. The replacement device arrived June 5, 2013. Ms. [redacted] was able to activate a proper replacement and her concerns were addressed in store. On June 14, 2013 we have applied a courtesy credit of $15.00 to Ms. [redacted] for any inconvenience this may have caused her.

We thank Ms. [redacted] for her communication and trust that this explanation properly addresses her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Update: June 18th, 2013

I appreciated the prompt and above board service provided the following day (June 4th, 2013) from the Cricket Communications Corporate location by the [redacted]. My phone has not had any issues since my visit. I am aware that the problem with the processor is a factory issue and would expect a full refund if it fails again. Of course within the year warranty purchase date of June 4th 2013. Thanks you again Cricket Corporate for a job well done and exceptional care. Thanks again,

Sincerely,

Review: Product is not a telephone. It is a wireless computer device. I attempted to reactivate the device and had a terrible time contacting anyone with the company. I made a payment in my attempts to reactivate, but now I am told the payment did not go to the device, but to something called a "Flex Bucket" account for purchasing other items. I have attempted contact through their chat line and telephone number. I only was able to get a number from my credit card charge. Even then, they said if I would send them more money they could refund the amount they already have. Then I was put on hold and switched back to their automated number where you can't speak to anyone. I had already gone to a Cricket store, and was told because they are not a corporate store, they can't help. The person at the chat line said they can't make a refund if they don't do it through the phone number. I have sent numerous emails also.Desired Settlement: I want a refund of the $26.75 charged to my credit card.

Business

Response:

July 11, 2014

Review: My boyfriend and I went to Cricket and bought into a phone and phone plan. All said and done we walked out of the store spending $120.00. The 120 included the cost of the phone (50.00) which is being refunded on a rebate credit card. $60.00 the cost of the plan and tax. Before leaving the store we explained to the sales woman that we needed to also port a new number into the phone and this current number away from the phone. She said, "Oh no problem," and explained how it can be done. She sounded like she knew what she was talking about so we believed her. Needless to say, we got home and we nothing worked. We could not call or text for days. We called customer service 5 times and every time we were hung up on. I asked to speak to a manager 4 times and they put me on hold and never came back. I spent HOURS on the phone trying to make a complaint and they never helped up. Finally, we made the attempt to port numbers in and out the way the sales person instructed and they number left the phone (without notice). I found out the port went through when I could not get into the account. They closed the account after porting the numbers wrong and then denied it. They also told me they couldn't help me without and active account. My account should have never been closed!! I asked for the money for the plan to be refunded since I never was able to use the plan and I did not have the plan for more than 1.5 weeks and they said no even though their service never worked and they unjustly closed my account. I tried to despite the charges with my bank and they said I had to go to the Revdex.com. Cricket refuses to help me and I can't talk to upper management to get my money back. This company is a fraud. I work hard for my money and everything I look for help I am sent to India for customer service I can't understand and that hangs up on me. I am fed up and I feel used. I am looking for a refund and I am looking for actual help. How does a company keep money for services not rendered? Revdex.com, please help me.Desired Settlement: I would like my $60 refunded to me because I paid for services that were not rendered and the account was unjustly closed without warning or notice. On top of that, they (Cricket) messed up the whole porting process that caused the issue, but they refuse to admit that.

Business

Response:

December 9, 2014Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: N/A

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] in regards to a failed port. In her complaint, Ms. [redacted] claims Cricket ported her numbers in and out incorrectly causing her service issues. Ms. [redacted] also claims she was unable to get assistance from call center representatives. Ms. [redacted] would like a refund for her service fees.

We apologize to Ms. [redacted] for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.

In her complaint, Ms. [redacted] did not provide any information required to locate her Cricket account. We attempted to contact Ms. [redacted], however our attempts were unsuccessful.

Per our Terms and Conditions of Service, amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If an account is suspended or cancelled, for any reason, any remaining balance will be forfeited. Cricket’s Terms and Conditions can be found at www.cricketwireless.com/terms and Cricket recommends all customers check our website from time to time as these Terms & Conditions may have changed. These Terms and Conditions require the use of arbitration and an individual basis to resolve disputes, rather than jury trials or class actions. These Terms and Conditions limit our liability and the remedies available to you in the event of a dispute. Based on these Terms and Conditions, Cricket will not be providing a refund for Ms. [redacted]’s service.

We thank Ms. [redacted] for her communication and trust that this explanation properly addresses her complaint.

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Cricket has done nothing to contact me. I have not recieved a phone call or email & how would they - they closed my account and lost my phone number. How would they contact me? The account phone number in question is [redacted]

Review: I had a phone service for movies & music app, the company requisition the phone and now I can't get the movie music contract. they are still charging me $55.00 for a service they are not providing.

I was paying for 10 months for this service. this happened in September 2012 they took the chip out of the phone. They are refusing to lower my contract or refund the over charges for the service they failed to provide. Which is the movie music app.Desired Settlement: I would like to be compensated for the failure to provide the service agreed to in the contract.

I would like to be refunded $350.00

Business

Response:

May 14, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding a refund request. In her complaint,

Ms. [redacted] states that she has been paying for a music service on her Cricket

phone ([redacted]) that she has not been able to use since September 2012. Ms.

[redacted] also states that Cricket refuses to lower her rate plan. Ms. [redacted] requests

a refund for the service that she was unable to use.

We apologize for any inconvenience or poor service Ms. [redacted] felt she

received. Cricket strives to provide excellent customer service at all times,

and we regret when that high standard is not met.

To promote the best overall

customer experience, the [redacted] has been repositioned as feature phone

effective August 19th, 2012. The change was based on processing

speed and memory associated with the Muve Music and data applications.

While the [redacted] Score can still support data applications, Cricket strongly

recommends Ms. [redacted] consider purchasing an alternate phone if she would like to

use a smartphone in conjunction with Muve Music.

Ms. [redacted] was on a rate plan that

came with many features including the MUVE music plan. We apologize that Ms.

[redacted] was unable to use this feature due to the device she had, but at this time

we are unable to fulfill her request for a $350.00 refund. Due to the

inconvenience that Ms. [redacted] has experienced, we are extending a $70.00 credit

to her account. Ms. [redacted] is under no contract with Cricket and is free to

change her current rate plan at any time. Due to the repositioning of Ms. [redacted]’

current device ([redacted]), we suggest that she change her rate plan to

accommodate for her phone’s current features or purchase a new device in which

she can utilize the MUVE music plan.

We thank Ms. [redacted] for her communication and

we trust that this action resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I have been a Cricket customer for over ten years. For the last year the customer service I have received has been abysmal. I have the muve music option on my phone. For the last year I have tried to delete ring back tones that I had programmed. Although the phone shows these tones to be removed they still play on incoming calls. I have called the 1800 number with no results, I have gone to the store and been told that I could pay for a new phone and change my number to see if that would work. Which I find unacceptable that I should foot the cost of their programming default. I have set up numerous help tickets in the store and left voice mails with two agents to whom have not returned my calls or corrected the issue. And now today I can not even access the muve music program that I am paying extra for. The program prompts me to contact the 1800 number but every time I call it will not connect me to an agent only returning to the main menu or disconnecting the call. This problem has gone on far to long and I am appalled at the inconsistency in answers, and the lack of action that this company has taken. Crickets has not been customer friendly and I have been a loyal consumer and it makes me seriously consider taking my business elsewhere.Desired Settlement: Cricket to resolve the problem. Remove the muve music ring back tones as promised. If this is not something their tech support team can do and the phone has to be replaced and the number changed then I feel that needs to be done at their cost as their service is faulty. I would like a credit on the account for the time frame that I have not been able to access the Muve Music program that I am charged additionally for. And most importantly I would like an apology for the lack of customer service

Business

Response:

May 31, 2013

Review: I have been trying to disconnect my service for OVER THREE WEEKS. I have phoned Cricket Communications at [redacted] about 50 times and have only reached two people! Each of those people said they would transfer me to the correct department and they hung up on me. The remainder of the calls resulted in Cricket saying that there were no customer service agents available and they would ask me to call back later and would automatically hang up on me. I called several branches for assistance and they told me to call [redacted]. I cannot for the life of me reach a live human to help me with my simple request. I searched Cricket's website in detail and it says to discontinue service one must call customer service at [redacted], which is what I have done numerous times. I am completely frustrated, as their automated system is designed to walk you in circles and it never sends you to a live person....and it automatically disconnects you if your question cannot be answered with one of the automated options. I am a resourceful person and no how to maneuver myself around an automated system, however, Cricket has mastered the art of making themselves unavailable and trying to force you to go into one of their branch stores.Desired Settlement: I would like my service disconnected immediately. I do not want to be charged for the last three weeks that I have been trying to reach Cricket. I should be refunded a prorated amount, as I paid my bill, began calling them a five days later to discontinue service and have been able to reach NOBODY! I was on the phone for an hour and 15 minutes today alone and never received the help I need.

Business

Response:

July 11, 2013

Review: I went in on 7/15/2013 abo6t the samsung galaxy 24 dollar per month deal, I could not get the 24 a month deal but was told that for two galaxy 3 phones I could pay 155 dollars up front and pay 70 dollars a month for the phone and pay my regular monthly service. I was told the 70 a month deal will be taken out of my bank acount on the 2nd of every month, I asked three times to make sure that was all I had to pay for the phones them selves each month and I knew that I still had to pay the regular monthly service fee, it was not taken out today 8/2/2013 so I called a local cricket store and they gave me the phone number to the lender, I called the lender and was told that I was on a biweekly plan, I said that I was supposed to be on a monthly plan and he switched it to monthly, he then advised me that my monthly payment is 155 dollars. I went in to the cricket store where I originally made this deal in lake charles, Louisiana on gestner memorial hwy, they looked in the computer and advised me that the computer said 70 per month for both phones not per phone, so they called the lender and the lender advised them that it is 70 dollars a month per each phone not for both. The cricket agent and manager then told me that I could keep the phones and pay for them or return the phones, loose my 155 dollar down payment and then if I wanted phones I would have to purchase more phones. They then advised me that that was my only options and they could not help me any further. I called the cricket customer service line and they said that the store should be responsible for all of this but they can not help me but will put the complaint on file, this is very confusing.Desired Settlement: I do not know how to resolve this issue, I originally wanted my 155 dollar down payment back and would get other phones that I would not have to pay 155 dollars a month for, they said thats not going to happen. They offered no kinda of remedy for this situation. I feel that I was purposely lied to in order for them to push the phones out the door and scam me as a consumer and when I confronted them about it they just say oh well thats your problem now and we can not help you.

Business

Response:

August 7, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding a Cricket device. In his complaint, Mr. [redacted] states that he purchased a phone on July 15, 2013, and wanted to finance it for 24 months. He was told that he could not get financing for 24 months, but for two phones he could pay $155.00 up front, $70.00 a month for the phones and his monthly bill. He was told that the $70.00 payment would be automatically deducted from his bank account on the second day of every month. When Mr. [redacted] called the lender that the phones were financed through, they told him he was on a biweekly payment plan. The lender switched him to a monthly payment plan and told him that his monthly payment would be $155.00. Mr. [redacted] found out that the monthly payment is $70.00 for each phone, but he had originally thought it would be $70.00 for both. When he returned to the Cricket store, he was told that he could keep the phones and service and continue paying for them, or he could return them. If he returns the phones, he would lose the $155.00 dollar down payment. Mr. [redacted] is requesting his $155.00 down payment back, and wants to find a solution that would cost him less than $155.00 per month.

We apologize to Mr. [redacted] for any inconvenience or poor service he felt he received. Cricket strives to provide excellent customer service and we regret when that high standard is not met.

The location where Mr. [redacted] purchased his phones is an authorized Cricket dealer. This location operates under the business name Optimal Wireless, LLC. Please be advised that Cricket dealers are independent from Cricket Communications. Cricket Communications provides guidelines to the independent dealers for pricing, policy, and procedure, but has limited control over which guidelines the dealers choose to implement. Because of the independent contractual agreement between Cricket communications and its dealers, Cricket does not refund for equipment purchased at a dealer location.

If Mr. [redacted] purchased his phones under an agreement from a lender, he made an agreement to that lender, and Cricket is unable to intervene. We ask Mr. [redacted] to direct his complaint to the lender, or to Optimal Wireless, LLC for assistance in seeking a resolution.

We thank Mr. [redacted] for his communication and trust that this explanation properly addresses his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

So they "cricket wireless" are saying I am just screwed and there is nothing they can do because the store I bought the phone and service from is not a cricket store but a third party store, even though this store has a giant cricket sign over the store front and cricket banners flying outside the store and all the phones and equipment in the store has the cricket brand on them. Come on, really. Even if all cricket stores are third party affiliate stores, they are selling service under the cricket brand name and misleading consumers under said name.

Regards,

Review: my phone keeps cutting off. won't stay charged. freezing and hangs up on people, shuts me off of everything. im completely fed up with this company. went to cricket store and they told me I have to pay for a new phone and I have insurance. what's the point of having insurance if I have to come out my pocket and its something wrong with the phone!Desired Settlement: I need a replacement phone. every time I get service with cricket the service is horrible. I pay more on my bill to have insurance and every single time I have to come out if pocket for something that the insurance should cover!

Business

Response:

August 20, 2013

Review: I filed a claim for Mr[redacted] gave my credit card number for this [redacted] company to charge the billing fees to my card they obviously keep my charge account information for later usage for Mr.[redacted] which is fraudulent active on the part of this company and I want,and need my money returned to my account. I called last week and spoke to the meanest customer service tech I have ever had to deal with.

Amount that needs to be returned is 169.99 and if its not returned asap I will be filing for charges for 10 times the amount of 169.99Desired Settlement: return money to my account ASAP in the amount of 169.99

Business

Response:

October 29, 2013

Review: I came to a cricket store and re-activated my broadband service.. The services was slow so the next day I returned to the store and spoke with Will and he was very rude so I requested my money back. They told me it was a no refund policy which it was no sign posted saying that or on the receipt. The lady handling the guest wrote +15 dollars which I felt she kept for herself thats why she couldn't give me money back. I called 1800-cricket and spoke with superviser [redacted] which she said it was policy that she couldnt give me her last name. I feel they stole my money and thats why I couldnt get refunded my 55 dollars. If the sign was posted I never would of payed my money. They asked me to go to the coorperate store to see the policy which they should have at every store. I went to the 35th and burliegh store which I called numerous of times the day I purchused it no one answered just to see what was wrong with pieces. I asked for in store credit since they dont give refunds and they said no.Desired Settlement: I don't want to deal with them anymore for no reason but to get my money back.

Business

Response:

November 8, 2013

Review: I bought a Kyocera Kona cell phone with a $35.00 dollar monthly air time card on 11-1-13, And I was not able to use the phone and minutes until It arrived at my home on 11-4-13. I had called customer service and they had stated to me that if, I had not made a payment on 11-30-13 the phone would be cut off. I had tried to explain to them that, I did not buy the phone on 10-3-13, I had bought the phone on 11-1-13, And I did not activate the phone until 11-4-13, Due the fact that the phone was shipped out and not bought in the store. I was told that I was on a 30 day plan. I would be cheated out of 6 days. Order number [redacted] would show that I did not buy the phone until 11-1-13, And the order was shipped out that Friday, And I did not get the phone until that Monday in which, I did not activate the phone until that Monday, So how can you say that was 30 days.My plan should go from the date that I activated it, In which from 11-4-13 - 12-4-13 is 30 days. I did not bu the phone on 10-30-13. And the plan should began the date that you activate the phone. I am being cheated out of at least 6 days.Desired Settlement: That the plan be corrected, And the plan goes as follows, From the 4th to the 4th of every month. Records will reveal that I did not buy and I did not activate on know 30th. I bought the phone on the 1st,And I activated the phone on 11-13. And that is when my plan should had begun, And ended on the 4th of the following month. According to the calculation they is cheating as well as ripping me off, as well as out of some days. I am seeking plan correction please.

Business

Response:

November 22, 2013

Review: Cricket put multiple holds on my account amounting to almost 300 dollars. At the dame time, they failed to give me mybservice. This company left me on hold for over 45 minutes and disconnected when I I tried to resolve the issue. This has put a strain on me and my family.Desired Settlement: I would like for them to unfreeze multiple holds on my account. I now have no money or service. This comes at a bad time. I wish they would find a way to fix it

Business

Response:

December 9, 2013

Review: bait and switch offered galaxy s4 half price none in stock not offered rain check they told me first come first serverd thats not what it said in text they sent meDesired Settlement: I want rain check

Business

Response:

December 6, 2013

Review: Was told that I would have service coverage in my area upon receipt of phone which was a gift. On a following call to set up service the sales person took payment without verifying service coverage and then when the phone had no signal after 45 minutes of entering different numbers into the phone, I was told that I would receive a refund of $53.15 which was charged to activate the phone. I was advised to wait 7-10 days for this refund. After 7-10 days no refund was received so I called customer service, they told me to call the payment department and if they could not help me to call them back and the problem would be escalated to a supervisor. The payment department told me that they could not do the refund and that their "pay as you go" plan does not do refunds. I would need to call back to customer service because they could not help me. After calling back to customer service I was told that they have a policy that no refunds on the "pay as you go service" and even after explaining the situation of no service area where I live and asking to speak to a supervisor, still no refund policy statement was given. I told them this was not proper business practice and that the sales department should have check my coverage area before taking payment in the first place! They agreed but still would not do the refund. I have taken up this mater with my bank to dispute the charges!Desired Settlement: refund of 53.15

Business

Response:

December 20, 2013

Review: I have purchased the Cricket Broadband device in order to run my business needs in July of 2013.I have repeatedly made calls to the 1800mycricket as well as visited my local cricket store dealing with the issue of being "bounced" off the internet constantly while attempting to handle my business.Every time I talk to someone I get a different reason...cricket doesn't work on Windows 8--according to local store and does according to Cricket techs.I have asked repeatedly for this issue to be resolved just to be told to contact someone else. I put a call into the "corporate" office in [redacted] and have NOT received a return call. All I am asking for now is to have all my monies returned for the same amount I have given them.I also have a cricket phone...[redacted] that was sent to me when I requested a business phone...by the time everything else got worked out for my business needs I discovered the phone is not a business compatible phone and of coarse Cricket states that it is to late to do anything about it and in order to 'fix' my issue I have to spend another $100 with Cricket.PLEASE HELP!Desired Settlement: I would like to have the monies returned to me that I have spent with Cricket and I would like to have my phone replaced with an actual 'BUSINESS' phone. Or the monies returned that I have spent on this plan as well.

Business

Response:

December 30, 2013

Review: I called on Saturday January 4th to inquire about cancelling two of the four lines I had effective Sunday January 5th 2014. I was told that if I wanted to cancel those lines I would have to call back the same day I wanted them cancelled. No problem or so I thought. Two of the four lines I wanted cancelled was for my wife and I (phone numbers [redacted] and [redacted]). The other two lines I wanted to remain available since they were for my children and Cricket phones do not work on non-CDMA networks.So my children go to use their phones and start complaining that they can make or receive calls/messages, etc.I go to sign into my online Cricket account and find out that my account has been cancelled completely and ALL lines removed.I tried calling Cricket from home but was unable to contact them as the automated machine could not recognize any of the four cell numbers I had previously, so I wass able to use a friend's Cricket account and contact them about their cancellation mess-up.It took well over an hour but I ended up being told eventhough Cricket cancelled my account entirely instead of just the two lines, I would have to pay activations fees of $52.98 and $52.71 respectively to get the children's phones to start working again, plus the fact that I had now lost their original phone numbers that were linked to their college accounts, work and other things; making for complete turmoil in the household.So I ended up paying the fees, opening a new account and receiving temporary phones numbers but was told more than likely that I would not receive their old numbers back.I asked to speak to a supervisor or manager about the situation and was told NO!!! Cricket's policy is you have to pay the fees or you have no service!!! If I didn't agree too bad but that's the company's policy.So here I am filing a complaint for unfair business practices and a lack of concern on their part for their mistakes.Desired Settlement: I would like all my fees credited back to my credit card that it was charged to, two days worth of service not received and that the same phone numbers be returned to my account; which are [redacted] and [redacted]

Business

Response:

January 15, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states that he called on January 4, 2014 to inquire about cancelling two of his four lines of service. He wanted to cancel [redacted] and [redacted] and the other two lines were to remain active. Cricket cancelled his entire account and disconnected all four lines. He attempted to contact customer service and was told he would have to pay activation fees of $52.98 and $52.71. He paid to reactivate the lines, but lost the original phone numbers. Mr. [redacted] is requesting a refund for the reactivation fees he paid as well as a refund for two days that he was without service. He requests that the phone numbers [redacted] and [redacted] be restored on his account.

We apologize to Mr. [redacted] for any inconvenience or poor service he felt he received. Cricket strives to provide excellent customer service and we regret when that high standard is not met.

Our records show that all four phone numbers were ported out from Cricket on January 4, 2014. On January 5, 2014, a ticket was submitted to recover the two phone numbers that Mr. [redacted] wished to keep active, however the numbers could not be recovered due to the fact that they numbers were ported out. Mr. [redacted] can contact Cricket’s port team at [redacted] to request the numbers be returned to Cricket.

We are unable to issue a refund for the activation fees that Mr. [redacted] paid. We have applied a $20.00 courtesy credit to each of his active lines of service, for the inconvenience he has experienced.

We recommend Mr. [redacted] visit a corporate owned Cricket store if he has any questions or concerns about his account. The nearest store is located at [redacted] and can be contacted at [redacted].

We thank Mr. [redacted] for his communication and trust that this explanation properly addresses his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Cricket does not state why they can't refund my activation fees since they are acknowledging that it was there fault for cancelling all four lines when I only asked for two to be canceled. They are not providing customer service and as soon as I am able to purchase new phones totaling well over a thousand dollars just as I paid Cricket. I will stop business with them.

Review: I got a new phone from cricket..a [redacted]. that was apparently broke..then they swapped me a new phone... now the new phone is broke and all this within 3 months...they will not replace my phone until I pay them 10-20 dollars for shipping through warranty....I tried to switch my phone number to my old phone... they need something called a aid number that I do not know, so I would have to go to the cooperate store that is on [redacted].. and that is a lot of traveling I would have to do to TRY to keep my phone on through cricket! I have 4 children that I have to keep in touch with..and another thing I went to the same store that I pay my bill and tried to buy a new phone and they lied and told me that they did not have any left in [redacted] because they were on sale....a friend of mine went and bout the phone from said store TODAY! ohh the phone store is on [redacted]!Desired Settlement: all I would want is my 106.00 dollars back!

Business

Response:

January 9, 2014

Review: Ever since Feb 2013 I have not been able to pay my bill online or by phone. I have had to go into the store to pay and pay the $3-4 service charge. Every time I would call cricket to inquire about why they would not accept a payment from me online I was transferred to a "specialist" and I would either be on hold forever or get disconnected. Finally in Feb 2014 I tried again and got a hold of someone who told me that on Feb 27th 2013 a payment had been made to my acct and an acct that is similar in numbers to mine, last four digits [redacted] my number is [redacted]. The credit card used ended in [redacted]. Whoever used this card had the bank take back the payment a few days later when they realized the error BUT it is showing as a mistake on my acct and cricket's 3rd party payor is telling me I have to pay this $60 before they will accept anymore payments from me. They will not tell me the name on the credit card BUT it is not in MY name and I did not retract the payment so why should I be punished for it and forced to pay this $60 or not be allowed to make payments online anymore? The "specialist" I talked to was VERY unsympathetic and would not tell me the name on the credit card or even acknowledge that it is someone else s mistake, not mine. I have paid my phone bill every month for years. The number that cricket had me call to inquire about online payments is [redacted] I can not find a company name which is why this complaint includes cricket because they are the ones using this company.Desired Settlement: I want the $60 taken off of my acct with this company whose phone number is [redacted] so that I am able to pay my bill online!!! I also would like a credit to my cricket bill for every month that I had to go into the store to pay and was charged a service fee of $3-4/each time! This is unacceptable and I dont know how a company like this can stay in buisness

Business

Response:

Review: Duplicate voice mail. After listening & deleting voice mail, 2-4 days later, the same voice mail gets re-delivered. Has been going on for a few years now. Is waste of time to listen voice mail already heard and having to delete it again. Have complained to Cricket several times and Cricket keeps re-delivering old voice mail already listened to & deleted. Complaints to Cricket result in Cricket doing NOTHING.Desired Settlement: Cricket stop re-delivering old voice mail

Business

Response:

April 1, 2014

Review: I cancelled account before was due, someone changed my number. I went into store and they re cancelled and took auto pay out of system. They turned around and took money out and then put back in then took it out again, this was after they were told they didn't have access of my account. The amount was for May's account but was cancelled before May. This is theft and fraud.Desired Settlement: I want my 41.54 back

Business

Response:

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