Cricket Communications Inc

Review: I called two weeks before bill was due being that each time someone called me the phone would ring only one time and the voice mail would pickup. We did everything we could to fix the phone and nothing worked. A ticket was sent to some special team that higher than tech support. A week later they turned off the phone. I called in and ask why would they turn it off when some special team is working on it and if they listen to my voice-mail they would see that they caused me to miss out on talking with case worker being that I'm fighting in court for my children and when case worker called the phone and I didn't answer three times so that I can pick up some paperwork and that I would be charged a fee for them having to mail the paperwork out etc. and all the other missed calls they turned the phone back on and said they would contact that team. Two days later they turned the phone off again. I called in spoke with a supervisor and he turned it back on and told me that he would make sure it get over to that team. This was done on 10/14/2013 and promised me that they wouldn't mess with the phone. I even asked him to have them leave a voice mail being that the phone don't ring. They called and left a voice message and being that I cant get the calls they asked me to call back.The next day they turned off the phone. I called in and asked to speak to a supervisor for 20 mins they put one on and she told me the phone was working I told her it was a lie and turn the phone on and see that its not working.she hung up the phone and my phone was turned on.Desired Settlement: to have the phone fixed and cover this bill for all the problems

Business

Response:

October 30, 2013

Review: Phone was supposed to be delivered activated and wasn't. I went to a local store and they couldn't activate it and the company refuses to refund me my money.Desired Settlement: I want my credit card refunded since the phone has never been able to be activated.

Business

Response:

October

13, 2014

Revdex.com

Review: My ex tried to attack me on 10/21/2013 and during the process he took my cell phone and got a hold of my authorization ID he then called in to cricket communications and had my line of service disconnected without my knowledge once I was made aware of this incident I called cricket communications and told them that since I did not authorize that action they need to reverse and turn my line of service back on considering I had just paid my bill last friday on 10/18/2013 and they told me that they could not do that and that I would have to pay another 54.00 which is the first month payment along with the activation fee to start a whole entire account I don't feel I should have to do that considering I did not authorize that action. They just let someone else turn my line off and I even went to the corporate office showed them the police report and still told me there was nothing that they could do and that I would still have to pay the 54.00 so my phone has been off since monday because I dont have the 54.00 to get the phone turned back on.Desired Settlement: I either want them to turn my phone on without me making a payment and if I do I would like for them to refund me my money and provide me with another telephone.

Business

Response:

October 29, 2013

Review: On Frdiay, August 1st, my phone service through ATT&T was cut off due to a former friend turning it off without my consent but it is under her name. I went to Cricket on Saturday August 2nd, to purchase a new phone and service plan with Cricket, when I explained to the employee, [redacted] (manager) why I was purchasing a new phone she told me that I can still use my device (Iphone5)and that she will just place a chip in the phone that will be under their service plan and she also said I would only be paying for the chip the activation fee and the service plan, which came up to $97.09. She turned my phone to Cricket service and my phone seemed to be working. Around 5:45PM, I tried to make a call with my phone and it kept going to Cricket customer service. I held on the line for 45 mintues. I then decided to hang up and call the store and speak with [redacted]. She explained to me that the service were all down and it will be running back on in a few hours. So I waited and the next day it will still doing the same error. I went back to the store on Sunday, August 3rd. I explained to another female, Lorayna,the situation because [redacted] was off that day. She finally figured out the problem was through AT&T my phone was coming up as lost or stolen. I then went to AT&T and they said yes that it was the carrier who placed my phone that way in order to turn it off. I then went back to Criket and asked if I can please get my refund and explained to me that I could not because they don't give refunds on this item. I asked how they had got the phone on if it shows that the phone is lost or stolen and they told me that [redacted], the manager changed the IMEI numbers around where it would work for a few hours. I then went back to AT&T and they told me that that is illegal and fraud. I would like to know what can be done about this?Desired Settlement: I would to receive my money back for what I have purchase this for which is $97.09. I would like to also return the item back to them.

Business

Response:

August

19, 2014

Revdex.com

Review: I, [redacted], had purchased a Cricket Cell Phone (ZTE Source) at the address listed above for my wife, [redacted] on Christmas Eve. Less than 3 days later my wife started having technical problems with her phone. First, we went to the store where we purchased the phone, at approximately 1:00pm on the 3rd of January 2014. However, upon arrival there was a post-it notice on the door stating that the store would reopen in 15 mins. At which time, we decided to get some lunch at [redacted] for approximately 45 mins. When we returned to the store it was closed for the day even though the posted hours were until 7pm. Two days later, we encountered the same problem with the store again being closed during normal hours. (FYI: There were no active holidays on the days we went to the store.) On the 14th of January 2014, we went back to the store and the employee on shift was [redacted]. He informed us that we could not return the phone as he did not have authority or access to do so, but we could exchange out the phone. However, the ZTE Source were not in stock, so [redacted] called around to different stores and one was supposed to be shipped to the [redacted] location by Monday. He took down our name and phone number and told us he would call us once the phone arrived.Monday the 20th rolled around and we still had not heard back from the store, so we decided to take the phone in to the [redacted] location (same owners) to be looked at late in the evening (not the original store we had purchased it from). We were informed that we could either bring it in the following day to get looked at, or go to the original store we purchased the phone from to get it fixed, replaced or returned. On the 23rd of January we finally had time to deal with the phone and went back to original store of purchase and spoke with [redacted] was the store Manager, but put in his notice two days previously. According to [redacted], he was tired of all the games upper management was playing. While there, [redacted] spoke to someone who was working at [redacted] whom he stated was the only person who would be able to resolve our issue with an exchange or a return. [redacted] proceeded to argue with the person on the phone and state that the issue was the stores problem to resolve and make right. After being at the store for over two hours the senior management person finally showed up and was only willing to exchange out the phone for a different model of the same price, even though that was not the phone my wife wanted and by this point we just wanted to return the phone and get our money back. This man refused, stating that it was 31 days and we were past our grace period even though we had been to the store previously with no resolution. He also proceeded to state that there was no way I could get my money back and that he had no authority, as he was not a manager, but just another employee and that there was no one that could help us. I continued to argue with him that we were not being treated properly, he then told me I had to leave or he would call the cops for trespassing.At 3:00pm my wife went to the Corporate Store of Cricket Wireless and spoke with [redacted] stated that unfortunately all returns have to be done at the point of sale, but did learn that the man we spoke to earlier at the [redacted] store was indeed the manager for all of the [redacted] (8 in the [redacted] area) and he did indeed have the authority to refund our money. At this time we are now stuck with a phone that we have tried on numerous occasions to get rid of and have no desire to have any further dealings with Cricket.Desired Settlement: A full refund of the equipment purchased without charges or fees.

Business

Response:

February 3, 2014

Review: We were going to change our service to Cricket, but have had nothing but problems. They were not able to transfer our phones so we canceled. We then went to another carrier but could not transfer our numbers because of cricket. We did mange to get one phone number released,but they will not release ###-###-####, they keep saying 24-48 hours but it as now been 2 weeks, every time I call I am given a case number. The other carrier that we are going with have also tried to get the number released to no avail. Please help at this time I am paying for a phone service I am not able to use and they are costing me money.Desired Settlement: I believe that Cricket owes me for a service that I am not able to use and also the hours that I have been on the phone with them which at this time is about 26 hours.

Business

Response:

August 12, 2014

Revdex.com

Review: I purchased my cell device in December in the corporate Cricket store. Cricket wireless was having a Christmas half off sell. I saw the sign which clearly stated the deductible is based on the purchase of the phone. I even asked the sale rep in store about paying $299.99 for my Samsung S4. I inquired about the phone and was shown the range from $250-$299.99, would be a $115 deductible. Now when I called in to tell them about this mishap they said they would make a note on my account. They said it showed the deduct is $200. I told them I am reporting them to Revdex.com.org for false advertisement practices ,the rep [redacted] said that's a threat and she was ending the conversation. I told her I am promising you I am calling them , they are there for the consumer. LOOK my screen is cracked and I been paying $10 a month insurance. The Esuritel and Cricket are scamming me. Please help me.Desired Settlement: I want to pay $115 deductible based on the chart in December 2013. The phone was $299.99. plus tax, not it's original price of $599.99.

Business

Response:

May 5, 2014

Review: I financed an I phone and was told by representative from cricket that I was going to pay $25 per month the finance company took out $135.00 every two weeks I was not aware of this bi weekly transactions when I called y buy the finance company on 1/15/2013 I requested for them to do not withdraw money from my account according to the y buy representative after making the changes on their system no more money was going to be taken out from my account on 1/21/2013 y buy withdraw $135.00 I called the same day to get my money back to my account they only a greed to send me $53.00 and not the whole amount they said sorry it was our mistake but unfortunately we. Cannot refund the $135.00 only $53.00on top of that I have to wait for a. Company check 10 business daysDesired Settlement: I want my $135 that were withdraw from my account

Business

Response:

January 27, 2014

Review: On Friday Sept 12th I went to the Cricket store located at [redacted]. I was print in a number from another carrier, purchasing a Motorola Moto G, and signing up for the Basic plan. When trying to set up service, the store's system failed when processing my payment. I paid with a Visa card. The store said the charges should be cleared and that I would not be charged (after processing) since they canceled the order.I went back on Monday Sept 15th to let them know that the card payment had cleared and that the money had been withdrawn from my account. They asked for some information so I could get a refund. After this point, all they've said is that the refund is processing. I have called the issuing bank for the card and they've said that there are no pending returns/refunds on the account.The store has acknowledged that there was an error and that the money should be refunded but has failed to refund said money.Desired Settlement: I'd like a refund to my card within reasonable timeframe or a cash refund.

Business

Response:

October

6, 2014

Revdex.com

Review: I purchased a new ZTE ENGAGEMENT cricket phone late December 2013 and upon gaining personal ownership of the device I experience the phone shutting down/powering of in the middle of calls while over heating, then when phone powers back on the phone keep making calls on its on without me initiating it, then it goes to blinking frizzing in a permanent state until I take battery out and then it starts the same issue once cut back on. I have had more than 3 phone replaced from the store due to this faulty hand equipment and all of them appear to keep giving me the same dilemma without me being the cause of it. My phone don't have any water damage or physical damage and this Cricket business refuse to give me a phone that works properly as it should but they continues to charge me a regular monthly bill when I 'm have a very hard time getting service with all the continued issues with the device. They forced me to use the manufacture warranty to replace the 4th phone at an additional charge to me that was sent to me in the same damage condition but worst because I'm unable to put apps, make calls and etc. I have been trying to work with this business to settle for them replacing my device with a phone of a different brand so that I can continue business with them but they refuse to come of with a reasonable remedy other than continue to cause me mishap. Please help me resolve this matter. For I'm the victim and I just want what I thought I paid for....which was a new phone not a refurbished faulty deviceDesired Settlement: I would like a brand new replacement phone of another brand, with a credit of 1 month bill for all the mishaps that I have and still going through with this messy faulty services that is an injustice to their advertising.

Business

Response:

April 18, 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 her complaint, Ms. [redacted] states she

purchased a ZTE Engage in December 2013. The phone began to malfunction and she

has had it replaced three times due to faulty equipment. She states that

Cricket refuses to give her a phone that works properly, and continues to

charge her a regular monthly bill even though she has a hard time using the

service with the malfunctioning device. Ms. [redacted] has tried to resolve this

matter with Cricket but has not been able to replace her phone for a different

model and Cricket has not provided a reasonable remedy. Ms. [redacted] is

requesting that Cricket provide a brand new replacement phone of another

make/model, as well as a credit for one month of service.

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.

All new phones that are purchased from Cricket come with a one year

manufacturer’s warranty. If Ms. [redacted] feels that her phone is defective she

can visit a Cricket store or call [redacted] for warranty evaluation and

replacement options. Please be advised, we offer the following replacement

options:

Two Day Shipping- $10.00

Overnight Shipping-$20.00

Same Day Exchange- $50.00.

Ms. [redacted] can contact the manufacturer directly to avoid the fees that

Cricket charges for warranty replacements. Please note, the manufacturer’s

warranty only covers the same make and model which was originally purchased, if

available inventory does not allow this then a similar make and model will be

provided.

We are unable to provide Ms. [redacted] a replacement phone, she will need

to contact us at [redacted] or visit a Cricket store for warranty

replacement options. Please refer to our Terms and Conditions of Service ([redacted])

section 14a,

DISCLAIMER

OF WARRANTY; WIRELESS DEVICES AND RELATED EQUIPMENT. CRICKET DOES NOT

MANUFACTURE WIRELESS DEVICES OR RELATED ACCESSORY EQUIPMENT. YOUR WIRELESS

DEVICE AND RELATED ACCESSORY EQUIPMENT COME WITH A SEPARATE WRITTEN WARRANTY

FROM THE MANUFACTURER. STATEMENTS BY CRICKET

OR CRICKET EMPLOYEES AND AGENTS REGARDING THE WIRELESS DEVICE OR RELATED

ACCESSORY EQUIPMENT SHOULD NOT BE INTERPRETED AS A WARRANTY BY CRICKET. CRICKET

MAKES NO REPRESENTATIONS OR WARRANTIES, EXPRESS OR IMPLIED, ABOUT THE SERVICE(S),

APPLICATIONS, YOUR WIRELESS DEVICE OR ANY RELATED EQUIPMENT, INCLUDING ANY

IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IN NO

EVENT SHALL CRICKET BE LIABLE FOR ACTUAL, INCIDENTAL, INDIRECT, SPECIAL,

TREBLE, PUNITIVE, CONSEQUENTIAL OR OTHER DAMAGES (INCLUDING LOST REVENUES, LOST

PROFITS, OR OTHER LOSS BY YOU) ARISING FROM THE MANUFACTURE OR WARRANTY OF THE

WIRELESS DEVICE OR RELATED ACCESSORY EQUIPMENT. THIS DISCLAIMER DOES NOT

DEPRIVE YOU OF ANY RIGHTS YOU MAY HAVE AGAINST THE MANUFACTURER. WITHOUT

LIMITATION, CRICKET WILL NOT BE LIABLE TO YOU IN CONNECTION WITH (1) THE

MANUFACTURER'S WARRANTY, (2) ANY ACTIONS OR OMISSIONS OF THE MANUFACTURER, OR

(3) ANY MALFUNCTION OR FAILURE OF THE WIRELESS DEVICE OR RELATED ACCESSORY EQUIPMENT.

As a courtesy to Ms. [redacted], we have applied a $25.00 credit toward her

monthly bill for any inconvenience she may have experienced. If she has

additional questions or concerns we ask that she visit a Cricket store or call

[redacted]. A list of store locations can be found online at [redacted].

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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I reject the business offer because each time that I have used the replacement insurance including recently they have sent me another defective phone and I recently sent one back and they have not refunded or sent me another one when my current device is still not working properly

I want a new device and my money I paid for the last one

Regards,

Review: I upgraded my plan on the [redacted]/ to include wireless - then the it happen did not take to the phone called customer service and got told it would be fixed by noon and I would recive a 70.00 creidit for my troubles- then when I called back about noon that day got that they where gone for the day or there was no agents - tried later about 5 pm and got the same went to a store in [redacted] and they had if fixed but when I came to work at 0100 and tried to use it there was no getting on the internet or using my phone utube and the web did not work and what not sure what else was not working - going to call agiain to see what happen but someone should make the pepole hold up on what they sayDesired Settlement: want a 140 refund for the inconvece and the hassel it is know 0400 and phone still dont work rite

Business

Response:

April 29, 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 device issues. In his complaint, Mr.

[redacted] states that he upgraded his plan on April 16, 2013. After the upgrade, Mr.

[redacted] states that he was unable to connect to the internet or use applications

such as YouTube on his device. Mr. [redacted] brought his device into a store where

it was fixed, but after leaving the store he noticed that the issue still

persisted. Mr. [redacted] requests a $140.00 refund for the inconvenience and hassle

this has caused him.

We apologize to Mr. [redacted] for any inconvenience

that he may have experienced due to this matter. Cricket strives to provide

excellent customer service at all times and we regret if that high standard was

not met.

At this time, Cricket is unable to issue a

$140.00 refund to Mr. [redacted]. According to Cricket’s records, a credit totaling

$62.93 was applied to Mr. [redacted]’s account for the billing cycle during the month

of April as a courtesy due to the issues regarding his rate plan change. A call

was not made to the customer due to notes on the account stating the customer

does not want to receive a call back.

We thank Mr. [redacted] for his communication and

we trust that this explanation resolves his complaint. If Mr. [redacted] has any additional

questions or concerns, he can reach our escalations department at 858-882-9999.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: Cricket Communications posted on 04-22-13 that I have a bill due of 172.76 by 05/21/13. When I got online to pay this bill, the pdf file (I get paperless billing) still showed 172.76. The amount due however showed 181.32. When I called about why my bill had increased over what I was initially billed, they stated that there was a charge for a carrier usage fee of $8 plus tax that was added to the bill without my knowledge. I currently have four lines with Cricket. I inquired for the representative and the supervisor to show me this amount in writing on my bill statement I received and they could not produce anything in writing to show the increase in the bill. They both told me that I would have to come down to a local office to get a print out copy of my statement if I wanted to see the additional charges as a breakdown on my bill. I was never notified in advance of the change of billing nor was this on my printed online pdf bill. To my understanding, it is illegal for a telecommunications company to add charges to a customer's bill without showing a breakdown of these charges or giving advanced notification, which was not done. I was told there was an email notification initially, but last email I received was to show last payment made on the account. Both the representative and supervisor admitted during the call that they failed to make the charges known to their customer's. Neither would accept any responsibility of this or provide any offer of correction to make this right in any way other than for me to come to their office to see charges added to my bill after initial billing of services.Desired Settlement: I would like to see Cricket acknowledge the error, honor the original billed amount, and I would like to see an investigation into their billing practices as this is not only unfair to myself but it unfair to all their consumers.

Business

Response:

May 28, 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 Cricket’s Administration Fee. In

his complaint, Mr. [redacted] states that when he went on line to pay his bill,

the amount due reflected $181.32 instead of the $172.76 that Mr. [redacted] had

originally thought was due. When he called Cricket to inquire about the

difference in his bill, he was told that there was a new Administration Fee of

$8.00 plus tax that had been added, $2.00 per line of service on every account.

Mr. [redacted] states that when he asked the representative to produce a bill

statement with this in writing, the representative was unable to do so. Mr.

[redacted] states that he never received any notification of this new

Administration Fee and feels that it is unfair for a company to add charges

without prior notice and a breakdown of these charges. Mr. [redacted] requests

that Cricket acknowledges the error that was made regarding his bill and that

the original bill amount of $172.76 is honored.

We apologize for any inconvenience or poor service Mr. [redacted] felt he

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

and we regret when that high standard is not met.

Beginning on March 01, 2013, Cricket began sending SMS messages to notify

all customers of the $1.00 Administration Fee. This Administration Fee began

appearing on customer’s bills as of March 17, 2013 and is taxable. This means

that the fee may cause an increase of more than $1.00 on the customer’s bill

depending on the city and state that the customer lives in.

The Administration

Fee is applied per line, per month by Cricket to help defray various

costs imposed on Cricket by other telecommunications carriers, including, but

not limited to, charges imposed on us to complete calls to and from other

carriers' networks and for certain network facilities and services we purchase

from them. Mr. [redacted] currently has four active lines on his account;

therefore the additional $8.00 that Mr. [redacted] saw on his bill reflected this

fee for the months of March and April.

The Administration Fee is not government mandated, but Cricket is

permitted by law to recover this cost from its customers. The Administration Fee

and the components used to calculate this fee are subject to change from time

to time.

This fee helps Cricket maintain the network and services that we

provide to our customers. We understand that this fee is unexpected and please

note that all carriers charge administration fees. While we are not able to

waive this monthly recurring fee, we are able to apply a credit of $8.56 to Mr.

[redacted]’s account as a courtesy for the fees that were charged to his April and

May bill. Again, we apologize to Mr. [redacted] if this new fee was not properly

communicated to him.

We thank Mr. [redacted] for his communication

and we trust that this action resolves 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 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.

Regards,

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.

Over past few months I have experienced poor customer service and the nationwide service they offered did not work while out of my area. Any time I tried to get technical support, they would refuse to assist as the phone I had was not purchased directly from them and was third party. Over past couple of months, they have announced that they are merging and I was notified that I must buy new phones from them by end of year or face loss of service. I contacted the company to get more details of issue and was given "run-around" and they stated they are not assisting current customers with highly expensive change over. Numerous times, I had calls that were abruptly ended. I finally decided that I would need to get service elsewhere as the customer service I was receiving was horrendous. I paid for my service for that month starting on 7/21/14 and on 7/28/14 I did a port out to Sprint. When I contacted Cricket for the refund for the remaining month, they refused based on an agreement that I was unaware of. I tried to negotiate in good faith via their chat support but was refused for the refund. I am hoping that going through third party mediation to resolve will help.

Review: I have been with Cricket for years. I just recently purchased a new Samsung Galaxy S4 4G LTE in February of 2014 for $600.00. Last month I was unable to pay my cell phone bill due to hard economical times. On the 20th of this month, I went into a location to reinstate my policy and pay my bill by cash as I did not have a debit card to make the payment. When I went into the location, I was told that as the day prior they had merged w/ AT&T and are no longer activating any new phones or reinstating any old phones. I was told the reasoning for this is because they switched from a CDMA network to a GSM network and the GSM network is solely a simcard network. The Samsung S4 is a 4G LTE ohone which is based with a sim card. I was told by the store rep that it is not their problem I didn't pay my bill and should learn how to pay it on time. I found that to be very unethical, immoral and poor business practices. I then contacted customer service and was told that basically my phone that I just purchased is useless and they will not turn it back on. I went on to Crickets website and entered my 15-digit IMEI # and it says that my phone is compatible with the new network. I then contacted Cricket back for the 3rd time (this time recorded) and was told that the only way I could activate my phone is by going on a pay-as-you-go phone which they still can't guarantee my phone will work and do not accept lifeline on pay as you go. They also stated that I can go into the store and buy another phone that is on a GSM network and are only willing to give me a trade-in for $100 for the $600 phone I had just previously purchased less than 3 months ago. I was on lifeline and received a $10 credit. I had also purchased the extended warranty and am now told that I lost it for my phone being off for 3 weeks. I have thousands of business cards printed up with that phone number as well as a website that links all calls to my cell. This is unfair business practices as they did not warn customers that the switch would affectDesired Settlement: I am asking that I am either given a full refund for the phone in question or am given a free upgrade w/ insurance. People do not have money to waste and I can not afford to upgrade my phone. If I was told when I first bought the phone that the company was making a switch and there was a possibility that my phone would not work, I would have never purchased the phone. I am now out $600 that I can't replace and stuck with a device that is useless.

Business

Response:

June 13, 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 her complaint, Ms. [redacted] states she purchased a Samsung Galaxy S4 in February 2014. She was unable to make her payment due to hard economic times. On May 20, 2014 she went to a Cricket store to reinstate her service. She was told that Cricket had merged with AT&T and they are no longer activating new or old phones on their CDMA network. She was told the network was now GSM which her phone is not compatible with. Ms. [redacted] visited Cricket’s website and entered her phone’s IMEI serial number and it told her that her phone is compatible with the new network. Cricket offered to activate her phone on their pay-as-you-go service but stated they could not guarantee it would work or offer a monthly Lifeline credit. She states she received a $10.00 Lifeline credit on her account and had an extended warranty, but because her account was disconnected for three weeks she lost those benefits. Ms. [redacted] is requesting a full refund or that Cricket provide a free upgrade.

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.

Although existing CDMA devices cannot be activated in Ms. [redacted]’s area any longer, there is an exception to this policy based on the Lifeline discount. The New Cricket network does not offer Lifeline, as a result we have been approved to activate stand-alone lines of service with existing equipment for customers who receive the Lifeline discount. Ms. [redacted] previously received a Lifeline discount on her Cricket account and if she still qualifies, she can reactivate her device on our CDMA network.

We apologize if there was confusion with the store employee she spoke with. This has been forwarded to the Operations Manager who oversees the Cricket stores in the Buffalo area. He sent Ms. [redacted] an email letting her know that he can assist in activating her device. She did not include a contact number with her complaint, so he was not able to reach her by phone.

We ask that Ms. [redacted] correspond with the Operations Manager to find an acceptable solution or she can visit the nearest corporate owned Cricket store located at 1526 Walden Ave., Ste. 950 Cheektowaga, NY. There will be proper notations in her account regarding the reactivation of her device and the Lifeline exception.

We thank Ms. [redacted] for her communication and we look forward to assisting her with her concerns.

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.

Regards,

Review: Been Having issues with the data on our phones, at first it was my line and after almost a month and a half and finally taking it to the Revdex.com they apologized and gave us a free month so then we paid for the month of July and behold my wife phone starts doing the same issues I had with my phone, where the data is sluggish and saying we are out of high speed data. Our month renews every 6th of the month and on that day we got a message saying she was almost out of data and that she had used 2.5 gigs, which is impossible since it had just renewed, we called and they said all they could do was give us an extra gig of data and that it would be resolved. Well at beginning of this week we called same issue and they said they were going to give us a credit of 15.00 dollars for it to add for another gig of data, well today they did put 15.00 dollars but once again it says she is out of data, she is mostly at home with our wi-fi connected to her phone since we didn't want to have the same issues. When we called this last time the representative said that if she was at home she should then just downgrade, and was very rude.Desired Settlement: For them to fix their systems, and refund us for all the issues we been having.

Business

Response:

August

5, 2014

Revdex.com

Review: on September 5th 2013 I paid a $15 partial payment on my account and 5 days later I received a text message to pay the remaining amount of 31.50 I responded to the text message and gave permission to charge the remaining amount $31.50 but later when I checked my bank account I noticed I was still charge the regular $45 amount when I called Cricket Wireless they acknowledged they made a mistake and told me that it is their policy to not give refunds and they would credit the $15 on my next month account but, since then I cancelled my membership on the 10th of September and asked them to credit me my $15 but was told it is their policy not to give refunds and my $15 that they charge me extra whas forfeited when I cancelled my account.I also called the local Boise office but they said they were not able to see all my billing information and are not authorized to give a refund.so as of now they have kept the $45 fee for service that I did not receive and the extra 15 dollar chargeDesired Settlement: I would like the original amount responded or at least coming to a compromise and credit me the $15 my current [redacted]

Business

Response:

September 23, 2013

Review: I received an email from Cricket on 11/27/13, advising me of specials on all Android smartphones, I had been looking into 4G service from several providers, and decided to purchase a 4G phone from Cricket. At time of purchase, 4G service was not yet rolled out in San Diego, but rollouts were beginning to actively happen around the country, and the website assured all visitors that these roll outs would continue.I received and activated my phone on December 2, 2013. I was advised that my phone would operate on their 4G service, once they rolled it out here. -I would not have purchased or accepted the phone otherwise.Since then, 4G service has not rolled out here. In fact, the coverage maps do not indicate that ANY new coverage areas have been rolled out since I purchased my phone. On May 18th of this year (2014), the company announced that they would not rollout any new areas with the current CDMA technology. Instead, they have decided to switch to GSM technology, which is incompatible with the phone they sold me. They have never(and will never) provided me with 4G service on the device they sold me for it. Not only that, but they are cutting off existing sub-par coverage on March of 2015 -less than two years after I purchased the phone.The company is not offering a trade for a compatible model. They accept gen[redacted] phone trade-ins for NEW accounts, but the credit is so little that I would quite literally pay MORE for the GSM version of the SAME phone I have -even after the trade in credit. This is unreasonable and unfair. Changes like this do not occur overnight, but consumers were not advised of these plans. I was never offered a choice between CDMA or GSM, nor was I ever given reason to believe this would be a concern. I purchased this phone in good faith that Cricket would provide the service they promised, they have not. And they have since advised that they will not. This was NOT addressed in complaint: [redacted], Cricket regurgitated my complaint w/obvious FORM letter -no offer to resolve.Desired Settlement: Due to clear false information provided at the time of shipment, I should be entitled to a refund or equivalent replacement phone from Cricket. I was informed clearly, by a representative of Cricket Wireless, at the time my phone was shipped directly from them, that the phone I ordered would function under the future roll out of Cricket 4G service within San Diego. This is false, and I was lured into completing my transaction under such pretense. This is unacceptable.

Business

Response:

July 29 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 he purchased his phone December 2, 2013. 4G service had not been rolled out in San Diego, but was available around the country and their website assured that the roll outs would continue. He was advised that his phone would operate on their 4G service once it was rolled out in his area. He states that Cricket has not rolled out in his area, and their coverage map does not indicate that any new coverage areas have been rolled out since he purchased his phone. On May 18, 2014, Cricket announced that they would be switching to GSM network technology and would not rollout any new areas within their existing CDMA network. He states his phone is not compatible with GSM technology and his service will be turned off in March 2015. He states Cricket is not offering a trade for a compatible phone, he feels this is unreasonable and unfair. He states he was never given a choice between CDMA and GSM service, and he was not made aware of these changes. Mr. [redacted] states he previously filed Revdex.com complaint # [redacted], and feels that Cricket did not offer resolution. Mr. [redacted] is requesting that Cricket provide an equivalent replacement phone, or a refund for his phone.

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

On July 12 2013, it was announced publicly that AT&T intended to purchase Leap Wireless International (Cricket). The transaction was subject to review by the Federal Communications Commission (FCC) and the Department of Justice (DOJ) as well as other routine closing conditions. Until the transaction was approved and filings completed on March 13, 2014 we remained competitors with AT&T. Please know that at the time of Mr. [redacted]’s purchase in December 2013, the details of our pending merger with AT&T had not yet been determined.

As a current Cricket customer, there is nothing that Mr. [redacted] needs to do right now. His phone will continue to work and his monthly rate will remain the same. If he has a 4G LTE capable device, it will continue to work in areas where we have CDMA 4G LTE coverage (www.mycricket.com/coverage/maps/wireless). Although we expect to stop offering CDMA wireless service in most areas as early as March 2015, Mr. [redacted]’s phone plan and current service will remain the same until these network changes are completed.

We are unable to provide a refund to Mr. [redacted] or replace his device for GSM compatible phone. There will be ongoing promotions, incentives and phone trade-in options for him, if he chooses to activate service on Cricket’s new network. We ask that he visit his nearest Cricket store for current pricing and promotions.

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

I was informed by a Cricket representative over the phone (NOT a salesperson in some local licensed shop, but Cricket's own service and billing assistance department) that this phone WOULD WORK with the 4G service being rolled out here.

When a a company is bought\purchased or merges with another business entity, they are expected to uphold any contracts or agreements made prior to that event. Cricket promised me that the device I purchased would work with the 4G service they would roll out here. If Cricket sold me a device\service, and AT&T purchases Cricket, then AT&T assumes responsibility for Cricket's business -and they are not ethically doing so.

Regards,

Business

Response:

August 1, 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 rejection filed by [redacted].

Again, we apologize to Mr. [redacted] for any inconvenience or poor service he felt he received. However, our position on this matter remains the same.

Please know that at the time of Mr. [redacted]’s purchase in December 2013, the details of our pending merger with AT&T had not yet been determined. His phone will continue to work in areas where we have CDMA 4G LTE coverage and his monthly rate will remain the same, until we stop offering CDMA wireless service in his area, which is expected to occur as early as March 2015. There will be ongoing promotions, incentives and phone trade-in options for him, if he chooses to activate service on Cricket’s new network. We ask that he visit his nearest Cricket store for current pricing and promotions.

We value Mr. [redacted]’s feedback and based on the aforementioned, we respectfully request that his complaint is closed at this time, as we are unable to assist further.

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Review: I had an old [redacted] phone and their website said that the phone will work with their service. I checked the IMEI and verified the phone was not locked. I ordered the SIM card package and first month of service. The SIM card arrived and did not work. The phone would not connect to a network, and I attempted multiple times to resolve the issue with chat and phone support. Their only response was to go into a store, which they informed me none were within a reasonable distance of my location. I asked for a cancellation of services and refund of the never used service. They would cancel, but would not allow a refund as it is against their terms of service.Desired Settlement: Since I never was able to use the service, I feel entitled to a refund of the first month of service in the amount of $40.00.

Business

Response:

November 3, 2014

Revdex.com

Review: Hello I contacted Cricket because I wanted to port my number to another company because I got tired of the phone not working,I had already been having problems for the last two years everytime I took the huwai back they say oh it a problem with ph and I would have to pay each time I took it some kind of fee,then they say network I got another differnt ph same prob so I contacted Cricket it was 100 % ported to another company when I first contacted cricket they said as soon as it was ported to the other company it would refund the money I had already paid because I paid in advance because I always pay early, the person I got was rude and said it wasnt ported and I said yes it was and that I was to be refunded she said no your not getting your money back you canceled , well yes because the other company was already ported to and I'm not going to paid on both companies, She then proceeded to tell me that the number wasn't mind and I said yes it is It was ported back to the company I had earler and said well you not going to have any service on either ph when I turn it off , I said I will because it has already been ported, she then said is their anything else I can help you with I said no and hung up.....I printed up the bill I paid which shows I paid in advanceDesired Settlement: I would like a refund of the 59.00 dollars it is only right that they refund my money

Business

Response:

July 1, 2013

Review: Today 9/4/14 3:22pm I got a text message from CRICKET WIRELESS that I had made changes to my account. I'm the only person authorized to make changes and account is protected by a "pin" (which I haven't shared with ANYONE). I Found this odd since I did not make any changes or authorize anyone to make any changes. I called customer service to find out that "someone?" cancelled my account and "transferred some information"". I explained that the changes were not made by me and on the day prior 9/3/14 my auto bill pay charged my account for a full month so it is not reasonable for me to cancel the very next day. They said they were sorry. would re activate the account if I was willing to pay the month and re activation fee. I told them it was un expectable and decided to go to the Cricket dealer on Wetmore in Tucson, AZ. The cricket store rep ([redacted]) was not much more help. My concern was that anyone could go in my account and make changes and have access to my personal info?? Cricket manager ([redacted]) was useless. I told him I wanted cricket to investigate and get to the bottom of it. I wanted to know who and where the cancelation was made. their answer was that it was in a store that was owned by a "indirect dealer". all he could do is get my # back and have me pay $78 and would waive the activation fee. I told him I wanted to know the details and asked to get back to me when he found out. He offered to send an email out, but could not share anything with me from the private notes. I would like some closure. This is unacceptable. I think a big corporation should know and except responsibility when the publics information is vulnerable. They were very rude and unprofessional. I have had the same # for 15 years and have taken ownership of it. it is a live line and used for business. The lack of concern and the ability to charge all over again with no remorse is the issue here. ---------------UN EXCEPTABLE---------------Desired Settlement: I would like a full refund. A proper investigation and action against people involved. (Also un likely, but wish to get back my 4hours of lost time along with aggravations I was put thru)

Business

Response:

September 15, 2014

Review: I purchased my phone August 29, 2014 at Cricket Wireless, [redacted], Atlanta, GA 30345-1081 ph####-###-#### [redacted] (per my receipt). with . When I purchased this phone I was advised that my bill would be due on the 29th of each month and would not be cut off until the next day if not paid on the 29th of every month. My phone service was disconnected on September 28th, 2014 at 12:00am. (not what I agreed to) When I spoke with [redacted] via Cricket chat on their website I was advised that Cricket runs on a 30 day cycle and since some months have more or less than 30 days my bill will be due before the 29th of each month sometimes. NOT WHAT I AGREED TO OR WHAT WAS TOLD TO ME! When I asked the rep who sold me the phone about insurance, I was advised of the 7day policy then I was advised of warranty and that the warranty lasted for 1 year and would replace my phone if I was to have any issues. After the first 3 days it seems as if the phone started to sound weird in the phone when I received calls. I was advised that it was my service. I found this funny because I was sold on this company having service any and everywhere. FALSE. The most that I can get in this house is 2 bars sometimes 3 and it still acts up and service is not clear. I don't live in the boonies or woods. Google map my address. Then all of a sudden it wouldn't charge sometimes. I took it to the store and was told that it had water damage. This was weird to me because my phone has NEVER TOUCHED WATER OR HAD WATER NEAR IT! She calls the warranty department and then advised me that they would send me what I needed to send my phone in and that they would either replace it or fix it. When I spoke with [redacted] I was advised that they were reviewing the phone but that it would more than likely be replaced. This was 10/22/2014. Please search all chats under my account. I know this can be done. I used to work in customer service for 3 years. When I call today 10/23/2014 and spoke with the warranty department they told me thatDesired Settlement: my phone will not be fixed/replaced due to water damage. NOT WHAT WAS ADVISED. She said they received it 10/06 & determined water damage 10/07. Mind you it is now 10/23 I was advised the max would be 10bs days. It says 5bs days when you call and are on hold. MY PHONE NEEDS TO BE REPLACED/I NEED TO BE REFUNDED! ASAP I AM NOW USING A LONER THAT I AM NOT HAPPY WITH! I AM NOT THE ONLY ONE THAT THEY SOLD A FAULTY PHONE TO from my last visit to the store. Wish I wouldve caught it early like they did!

Business

Response:

November 7, 2014