Cricket Communications Inc

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 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 had prepaid my cricket plan over 3 weeks ahead for service from 5-16-14 to 6-16-14 and then cancelled my cricket plan on 5-1-14 because I was offered a better phone and plan that was less money and the new plan actually worked at my home. the cricket plan had no contract and I thought that cricket would refund the over payment for service I would not get. When I contacted them to get my overpayment refunded, they said their policy was to never refund any prepaid funds even if I had paid a year in advance, they would just keep it. I can see why they don't belong to the Revdex.com! The amount in question is $39.59 If you could help me, that would be appreciated, if not thanks anyhow! [redacted] I'm glad that your here for consumers!!!Desired Settlement: refund check from cricket wireless for $39.59 to me, they have my information. thanks again, [redacted]

Business

Response:

May 19, 2014

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.Desired Settlement: I would like a full refund for my purchase, or a straight exchange for the GSM model of the equipment I was sold -They now sell the SAME model (Samsung Galaxy S4) in GSM. I should not have to pay additional for this, as the company assured me that my prior purchase would be supported under their 4G coverage.

Business

Response:

June 13, 2014

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: My husband and I switched to cricket about 6 months ago. Since day one we had problems with our force phone and had to get them replaced! They said it was 4g service but about more than half the time shows 1x once in a while will show 3g but when I go on facebook error message network not available. When I can go on I timed 3-4 minutes to be able to read one post or a few comments. If I would like to see a pic the phone takes longer to up load. I can never watch a short video without having to buffer every two second and that can take 4-5 min so a 3 min video can take up to 15 min to watch! Our calls are always dropped. If he's in Indiana and tried to call me then he will be charged roaming charges but no problems when he calls other people on different providers. The list goes on and on. We wasted money buying these phones now we have to find another company and spend more money on different phones. Oh and our phone freezes or just shuts off on its own. I have to re dial my husband sometime 3 times in a row because phone just hangs up before dialing then I have to text him to call me so I can talk to him. What a mess...Desired Settlement: Stop lying to people and telling them you have 4g or even 3g service! Tell the trueth . Tell people its as slow as dial up!

Business

Response:

Review: With the new buy out of Cricket wireless by [redacted] Cricket members are being told that our Android phones purchased under the Cricket account will be obsolete and useless as of 4/2015. According to Cricket ([redacted]) correspondence as of the buyout, [redacted] are the only phones that will be able to cross over from one network to the other.

My boyfriend and I paid over $1200.00 for 2 [redacted] Galaxy S4 phones. One in December 2013 and one in January 2014. At the time of purchase we were told that the buyout would not affect these phones and that they were new enough to handle any change over that would occur as a result of the buyout. Additionally Cricket ([redacted]) is still marketing and selling these phones as well as many others that will be obsolete by 4/2015. The phones were not only the new hot item from [redacted] but were recommended by Cricket as their premium android phone. I am also finding that because of the [redacted] phones being sold as carrier specific which means they are locked into one carrier. They are not unlockable which would allow the phones to be used with other carriers. Apparently carrier specific phones are locked for life.

I purchased another Cricket phone for my daughter in February 2014 ([redacted]), which again I was told was a phone that would be usable with the change over, and again recommended as such. Again this phone will not be able to transition over. At the time I purchased my daughters phone (Feb 2014) I changed over to a family plan which offered 5 lines for $100. This month I purchased a phone for my son (private party sale) and when I attempted to have it activated on my plan (I only have 3 of the 5 lines in use) I was told that Cricket ([redacted]) no longer allows additional lines on any plan, and that I would have to purchase a new line of service. This makes me furious as other Cricket customers who already had all 5 lines in use are not being told they have to change their plan to accommodate the use of the total allowable (5) lines. How can I have the same plan and not be allowed to use what I am paying for?

Account_Number: [redacted]Desired Settlement: Desired Settlement: Refund or replace my devices with usable equipment.Enable my full family plan options (allow me to add up to 5 lines).

Business

Response:

July 24, 2014

Revdex.com

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: 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: 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: 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: 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 purchased my Samsung Galaxy Discover back in January, 2014. A few months later I transferred by phone to another company. In May, 2012 I decided to to come back [redacted] Criket in June. In the meantime my Galaxy was not in use. Ever since I tried to have my phone connected back with [redacted] Cricket, I tired to transfer it before my contract expired with the other company. Needless to say, it took over a week to get the phone connected and when it was finally connected, the screen would go black right after I would call a phone number, making it impossible to make selections, or even hang the phone up. I contacted technical support and I was informed by a supervisor that since I did not puchase insurance on the phone that I had several options on how to return the phone. I chose to the free way, hah! I was mailed a return lable to send the phone via Fed-X. I mailed the phone to the address given that Wednesday morning. I was told that that would be a five (5) business day transaction. They turned my phone off the Monday, July 21 before I could mail it on Wednesday, July 23. I called Thursday, July 31, the warranty dept to see when if the phone was shipped back to me, I was told that the phone did not get to them until Monday, July 28. Now the this process was suppose to be a five (5) business day transaction. 2 days to get to them, 1 day to examine and make sure nothing was wrong with the phone, and 2 days to get back to me. Here I am watching for my phone and well over the 5 business days turn around and still not phone. I contacted serveral depts to try to get them to creit my account for the full amount paid, but no one was willing to do so nor no one wanted credit my account nor would they allow me to speak with a supervisor in the warranty dept. I have very limited time to speak with someone and I have no communication at home and no one seems to care that I am without a phone and now they have cut the phone totally off and telling I need to pay them. Hah! Help!Desired Settlement: I want them to expedite my phone back to me as promoised when I released it to them and to credit my account fully for the total inconvience they have caused me since trying to return back to [redacted] Cricket. The phone number in question is ###-###-####.

Business

Response:

August

25, 2014

Review: I went to purchase a $300 phone from cricket wireless on [redacted], Houston, Texas. We went through with the payment process and then the salesperson begin to connect the phone and it didn't work. So I asked her to get another phone from the back and see if it turn on, she did and it worked. I told her that's the phone I want. She told me I can't get the newer phone without paying a restocking fee. I told her I shouldn't have to pay a restocking, because the phone didn't work at the time of purchase. I asked for a full refund to take my business somewhere else. She replied, "I would lose up to $45 dollars, if she gave me a refund". She also told me to take the phone charged it up fully and bring it back within 7 days. I refuse to pay 300+ dollars for anything that's not working properly from the beginning of purchase. I asked for a full refund and she call several people and still refuse to give me a refund and I never walked out the store with the phone, I just don't understand. I called the 1-800 number and no help what so ever. Make sure your phone work before paying! I left Cricket [redacted] Houston without phone and no refund.Desired Settlement: I was charged $328.09. So I'm requesting a refund of $303.09 minus the $25 upgrade fee. I went and purchase the phone from another store and wasn't charged another upgrade fee.

Business

Response:

August

28, 2014

Revdex.com

Review: Before ordering online went to satellite cricket store and inquired on coverage area and told was covered for area code 85736 and had 15 days to try service then got online to look at detailed coverage map on Cricket site. satisfied my area of use would be covered, ordered online on July 14th. Phone arrived and picked up on 17th but could not get service started so went to factory Cricket store where it was activated for me there. returned to home where the first call was made and dropped after a minute and was never able to make another call in the area phone just said "no service" I drove about two or three miles toward town and was finally able to make calls but all were dropped after only seconds so went to town to factory store to cancel service. I was given a 1-800 number to call and connected to India where I discussed the problem with service I agreed to a 25% restocking charge and was redirected to a line with nothing but a series of electronic clicks, whispers, faint voices and finally a female voice asked if she could help me. I told her I needed a case number for a return. there was no reply and I waited for 10 or 15 minutes finally wnt and gave phone to cricket agent who waited so long he hung up and called again this went on for two hours and 45 minutes with holds for very long times the agent finally got to speak with someone but was unable to get a case number for the return he tried and tried to reach someone to get a RA number and was unable to. finally the store was closing and we left.Desired Settlement: I want a refund for the amount of payment $113.00.. The telephone has been sent back and the tracking number is USPS # [redacted]. this is the second message to Revdex.com. I tried to send it to the Revdex.com in Indiana where phone was sent from and was instructed to send it to My area of USA in Tucson AZ. by Revdex.com by an email to me a couple days ago.

Business

Response:

August 20, 2014

Revdex.com

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: 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: 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: The nature of the problem is as follows: In the month of November of 2013, I switched from [redacted] to Cricket Wireless in Pittsburgh, PA. My number went from ###-###-#### to ###-###-####. Cricket Store informed me they did not have any 954 area code numbers, so I could not port the numbers. Well, Cricket compromised my account since day 1. They gave me a handset that was an imitation to the one I paid for. They merged my account with another handset, but yet "I" was the one responsible for the monthly payment. MONTHS went by, I kept filing FCC complaints. Finally, due to all the violations against me, missed phone calls, blocked phone calls, other women answering my calls for me, other people crossing the line to use my line; I requested a refund for 7 months of service. They denied it. Finally, I left the country for 7 weeks. Once I arrived back, my phone number, [redacted], was no longer mine because I chose not to pay them. So, I got a NEW number, and Cricket Wireless gave me ###-###-####. They placed me on a plan that does not allow me to text internationally to Panama because someone in Panama is using my phone. And this is against the law. They have violated all my privacy rights once again. I just do not know what to do, other than to file this complaint with the Revdex.com because FCC does NOTHING about this crime. I pay them ON TIME, and they keep allowing people to add Trusted Credentials to my phone, they allow random people to change my voice mail password, they keep blocking calls from my children, and this is just not right. The Wireless Company is indeed expanding, but on that same token, not abiding to their Terms and Conditions.Desired Settlement: At this point, lets just report it to the Revdex.com, but if this keeps on, then I'll push for a FULL REFUND and not give up after a bogus letter on Cricket Letterhead Paper.

Business

Response:

October 15, 2014

Review: I purchased this Phone and case for a gift at the Barberton Cricket store [redacted] Barberton, Ohio 44302 from the manager [redacted] as it was a gift I paid a total of 126.99 there number is [redacted], I returned that day 10/08/14 to return it the person I bought it for didn't want it they had another phone. So I looked on the receipt there is no return policy anywhere, I looked in the store no return policy posted on walls, no return policy on the counter , no was I verbally instructed on any return policy. He called his District Manager [redacted] and he told me he couldn't give me anything back on service, I told him in the State of Ohio you can return anything with in three days unless you post a policy, so then he texted his DISTRICT mANAGER and then I was told that out of the 126.99 I would get back like 26 bucks, because now they were charging me a restocking charge of 25.00 I told him show me where does it say that he couldn't provide anything or even a handout on a return policy he told me the best thing to do was go sell it myself on [redacted]. This is ridiculous I have made three calls to corporate they told me that there is a 7 day return policy but the store says no. What else can I doDesired Settlement: This is no different than cable pre paying for services I expect 100% refund of my money they have no posted policy or is it on the receipt. There is nothing anywhere that says you can't return cases or phones or that there is a restocking charge.

Business

Response:

October 24, 2014