Cricket Communications Inc

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: 2/1/12 I purchased a Huawei m865 phone from [redacted] total of $170.72. Six months later the lcd screen went out. I was told to take it to the corporate store after going to two other cricket retailers and calling the 1800#. I did. There I was told to purchase a new phone or bring in a old phone. They didn't even try to honor my year phone warranty. I had sold my other phone to a friend to help me purchase that phone. He did agree to sell me back the phone for $20.00. I called and had cricket transfer my information back to the old phone. That was on August 10,2012.On February 18,2013 the Huawei m860 wasn't keeping a charge so I went to have it checked at Cricket Wireless on [redacted] and was told that something in the phone was damaged. Once again I need to Purchase a new phone. So 6 months later I end up purchasing the ZTE Groove for $115.00.On March 22,2013 a month later I could not make a call. My power button would not turn on so I had no way to gain access in to my phone. I went to Cricket corporate office at [redacted] and was told that my phone was damaged. I could purchase another one like the ZTE for $54.13. It was my daughter birthday and I had planned her a party and we would be out and about I needed my phone. Later that night after the party my younger daughter brings in the phone I just paid to replace with the power button now working and it still works to this day but corporate told me it was broken. On May 18, 2013 I noticed my screen on the ZTE purchased on March 22,2013 was coming up a white screen and I could not see my menu to make calls or even answer them. I called the [redacted] on May 20,2013 and was told to take that phone to there corporate office I tried to explain to her my last experience but that was the only solution that she offered. So I went without communications for a month even though the phone bill was paid.Desired Settlement: I eventually had to switch to another phone carrier. And the phone with the white screen is now coming on clear as of July 19,2013. I want all my money back since problems started. I feel that if customer service would have at least tried to assist me instead of trying to get money out of me I would have not had to purchase all these phones that some how fixed there selves. My calculations are $1,185.46 not even to include emotional distress, financial loss and not being able to communicate.

Business

Response:

July 24, 2013

Review: I received a defective phone which would not hold a charge. Even with no use, my phone would die after a couple of hours.

I received a phone in February which was supposed to be brand new. The phone would not hold a charge and would die after and hour or two of non-use.Desired Settlement: I would like a refund of the 29.95 which I paid for the phone as well as two months of service at 29.95 each.

Business

Response:

May

15, 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

her Cricket phone. In her complaint, Ms. [redacted] states that she received a

defective phone in February. She states that the phone would not hold a charge

and would die within a few hours even when not in use. Ms. [redacted] is

requesting a refund for the cost of the phone, $29.95 as well as two months of

service at $29.95.

We

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

received.

In

reviewing Ms. [redacted]’s Cricket account it appears she requested to

discontinue service on May 9, 2013. We advised Ms. [redacted] of the option to

complete a warranty claim to replace her device or a $50.00 coupon toward a new

phone. Ms. [redacted] declined these offers and her account was disconnected per

her request.

Regrettably,

we are unable to offer Ms. [redacted] a refund for her phone and the two months

of service that was paid to receive Cricket service. As stated in Cricket’s

Terms and Conditions of Service, monthly service charges are non-refundable even

if service is terminated or modified before the billing cycle ends. Our Terms

and Conditions of Service can be found online at [redacted]

Ms.

[redacted] purchased her device on February 13, 2013. Cricket’s return policy

states that a customer has 30 days to return their device for a refund. We are

unable to offer Ms. [redacted] a refund for her device, because she has had it

for over 30 days. However, all of the devices that Cricket offers come with a

manufacturer’s warranty and Ms. [redacted] can coordinate repair or replacement

through the manufacturer. Cricket does not manufacture wireless devices, and is

not responsible for any defects or for the acts or omissions of the manufacturer

(Sec. 8, Terms and Conditions of Service).

We

thank Ms. [redacted] for her communication and we trust this explanation resolves

her complaint.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: I have been with this company since December of 2013. My granddaughter was also on my account. Cricket was advertising; add up to 5 lines for $100. My daughter got on the plan also. The plan was just $85 because it was only 3 lines. By the way, the service is not that good to be paying rates comparable to other companies. Now, the bill is at $122. My issue is, how can you advertise or even start a new plan and then when people get on that plan you change it. We never signed anything saying that the rate would change and nobody ever said that the rate would change. So, I have a problem because the bill went back to the regular payment plan and didn't stay with what was offered. If this is the case, we will no longer want this service. I have other people that did the same and was not aware of this change. You can get people to come to your company and then change the next month.Desired Settlement: I would like the plan to go back as advertised. If it does not, I will have to leave. The service is suitable but not that great. So, really we was getting what we were paying for but for this price we will not do it.

Business

Response:

May 28, 2014

Revdex.comOnline

ComplaintRe: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states that Cricket was advertising 5 lines for $100. She states that her plan was only $85 because it was for 3 lines of service. She states her bill is now $122.00. She states she never signed anything that would allow her rate plan to change. Ms. [redacted] is requesting to return to the advertised plan. If this is not possible, she states she will go to another wireless provider. 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. Cricket determines pricing and promotions at the sole discretion of its business. Not all promotional pricing may be available to all customers in all areas. Certain promotions may require activation or purchase requirements. New customers activating service automatically qualified for Cricket’s 5 for $100 plan with the purchase of three of more smartphones. Existing customers with three or more smartphone lines can qualify by adding a new line or by upgrading a basic line of service to a smartphone. Our records show that Ms. [redacted] had two lines of service billed at $75.01 each month, one basic line and one smartphone line. On April 9, 2014 a third line of service was activated bringing the regular monthly bill to $122.26. Ms. [redacted] can access her account at [redacted] to view billing details or call [redacted] with any questions. In order to have qualified for the 5 for $100 promotion, Ms. [redacted] would have had to upgrade her basic line of service to a smart phone. Regrettably, we are unable to make exceptions to the promotion requirements and cannot offer this rate plan to Ms. [redacted] at this time. We thank Ms. [redacted] for her communication and trust that this explanation properly addresses her complaint. Regards,Corporate Customer Relations6380 S. Fiddlers Green Circle, Suite. 900Greenwood 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 am not satisfied because that is not what I was told in getting the lines added. Also, after adding the third line, the bill was $80. Not only are the representatives in the stores incorrect but also the person(s) responding to this complaint. This company is very inconsistent. One month, I pay the way that I was explained. After the first month, then it jumps over $40. No, I will not except this. I wanted other people to be aware of this before they made changes. The service is not equal to other companies, I have been with.

Regards,

Business

Response:

June 2, 2014Revdex.comOnline ComplaintRe: [redacted]Revdex.com Complaint ID: [redacted]Cricket Account No: [redacted]

Dear Sir/Madam, This correspondence is in reference to a rejection filed by [redacted] regarding Cricket service. In her rejection, Ms. [redacted] states that the promotion was not explained to her when she added the third line of service. She states the first bill after adding the third line was $80.00 but then it increased over $40.00. Again, 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. Ms. [redacted] does not qualify for Cricket’s 5 for $100 plan because she only has two smartphone lines. The 5 for $100 plan is eligible for accounts within three or more smartphones and is not applicable to basic service plans. Ms. [redacted] can access her account at [redacted] to view billing details or call [redacted] with any questions relating to her monthly rate plan. 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

Review: Signed up recently first phone recvd fine. 9/10/14 Ordered 2CND line porting in from NET10..CC was billed $83.49..no phone received..no status given on refund, got email stating your order was cancelled, spent hours multiple attempt on phone with porting depts..finally told I could re-order (Nokia LUMIA 630) ordered / charged MasterCard again same amt. Email received that number transfer was successful - still no email verifying phone shipment or order. Called multiple times through 9/15 and chatted online with CS. Each time was given false info or no info available. I inquired about 1) status of my refund..2) status of new order. Was told, "we do not have financial information" for online orders - asked for manager who did not assist either. Was told to call 1800 cricket ..when called they said, this is cricket legacy" we have to transfer you to new cricket, this happened repeatedly. called "corp cus" at ###-###-####..was told leave a msg and call back within 72 hours. when they called finally after 3 days...thought problem was FIXED SINCE THE PORT ISSUE WAS RESLOVED ACCORDING TO THEIR EMAIL. But Still NO confirmation of my order! /ANY OF MY FINANCIAL CHARGES!. IN MY OPINION AGAINST THE LAW AND FRAUDULENT! I DO NOT AUTHORIZE CHARGES TO MY CC IF CANNOT BE CONFIRMED BY VENDOR. BASIC COMSUMER /USA CITIZEN RIGHTS. WILL HAVE TO FILE COMPLAINTS WITH FCC/STATE OF NJ ATT. GENERAL IF NOT RESOLVED. THIS COMPANY OWNED BY ATT-OPERATES IN THE PHILLIPINES WITH NO REGARD TO REGULATIONS OR BUSINESS NORMS IN MY OPINION. THEY ARE RUDE AND UNTRAINED WITH BARELY BASIC ENGLISH SPEAKING. THEY ARE ARGUMENTITIVE EVEN WHEN THEY ARE WRONG! GIVEN FALSE INFO. I DEMAND FOR ONLY A US REP WHICH I WAS REFUSED. WHERE IS MY MONEY?? WHERE IS MY PHONE? STILL UNKOWN AND NOBODY CARES!NOW FOR NEARLY A WEEK. THEY HAVE NO RECORD OF MY CC TRANSACTIONS AND CONCERNED ABOUT DATA SECURITY OVERSEAS. CANNOT ANSWER BASIC QUESTIONS! ALSO CHANGED BASIC PLAN 3 DAYS AFTER I JOINED FROM 500MB -1GB AND REFUSE TO HONOR TO ME.Desired Settlement: COMFIRM ORDER AND ALL CHARGES/REFUNDS DUE,ITEMIZED LIST ALSO GURANTEE MY DATA IS SAFE - SEEMS TO BE MISSING!FULL REFUND PROMPTLY IF CANNOT COMPLYNEED A PHONE / PHONE SERVICE - WILL I EVER GET NY ORDER???I LOST MONEY ON TRANSFERRING / NO PHONE FOR FAMILY MEMBER IN WEEKALLOW ME TO SPEAK WITH CUSTOMER FRIENDLY REP KNOWLWDGABLE WITH WIRELSS DEVICE PLAN /BILLING AND IS LOCATED IN THE UNITED STATES WHO SPEAKS AND UBERSTANDS ENGLISH AND CAN COMMUNICATE EFFECTIVELY WITH CUSTOMER

Business

Response:

September

30, 2014

Revdex.com

Review: I have been having problems with my 1o month old phone galaxy 4 ever since AT&T became involved. I have called numerous times with no luck. I need my phone to work. They have also taken unauthorized amounts of money from my account. I need this resolved.Desired Settlement: I would like my phone to work or be refund the cost of the phone. No more unauthorized withdrawals from my Account and $100 credit

Business

Response:

July 2, 2014

Review: I have been a customer of cricket since I was 16 and I never received low service until now. I got a new account and the cost was 120$ I received a Nokia phone but the screen kept acting weird on the phone so they replaced it with a sonata 4g phone. It was OK until the screen began to go out on that phone as well the man said the phone is in good condition and hasn't been dropped the screen is going out for whatever reason.they sent me on a wild goose chase sending me from store to store saying they don't do warranty, only to end up back where I started. The man said he would do the warranty after first telling me to go store to store. We called in the warranty so they could get started but the woman had no record of my sonata phone in the system it was still under the Nokia they never finished the paper work correctly. The woman said they had to update my information and it would take 24 hours than I would have to wait five days and be without a phone. The man at the store gave me a 3g phone because he didn't want to go through the necessary steps with the woman over the phone. The phone he gave me is slow,freezies,singnal go in and out and I'm paying a 60$ bill every month for a phone that sometimes works.Desired Settlement: I paid 120$ for my account the phones all where crappy phones and the man said if I give him 40$ he would give me a sonata phone I had before brand new but when I asked instead of the phone you gave me why you just can't replace it since you are the ones who messed up the information and was to lazy to even finish it and update my account so I would like my 4g sonata phone and a full refund of the new account money I spent because of the unfair service and the crappy phones I received.

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,

They are not being honest I contactes customer service twice on november 7th and 8th and they dont have my information in the system because the store manger hung up on the woman on the phone who was working with the warranty company. They are being lazy,rude,and dishonest about the whole thing I had a 4g phone which I pay 60$ a month for and he gave me a 3g that im using now and I still pay 60$ on and it moves slow freezes and more at this point I want to talk to yhe head of cricket because yje is unfair n unprofessinal. They are the ones being lazy and not willing to work or do the correct work on my account.

Business

Response:

December 9, 2014Revdex.com

Review: I have Cricket for many years now, always satisfied with the service and cost. I purchased a expensive phone from Cricket 2 years ago thinking I would have quality for a longer time, not, as my expensive phone just up and died on me, I needed to replace and I was on my way to Seattle to visit my daughters, I went into Super One in Coeur d Alene, the Cricket dealer, I have limited income and paid for a NEW $69.00 Samsung, the same phone on the internet is $39.00, I was told that was for new customers only by the cricket dealer in Coeur d Alene, I did not know the new phone was defective until I got to Seattle, it would not hold a charge, this was awful inconvenient for me in Seattle, just awful, as I returned home to Idaho, I went into the cricket store on Friday July 5,2013 and told them, I know it is NOT their fault, so I jokenly told them I was not happy, we laughed at it, I was given a replacement battery, and charger plug and was to come back Tuesday if it did not work, but most of the time, this is all it needs, he said. I went back on Tuesday as that did not work, I really did not understand why I had to pay $20.00 for a replacement phone, and he took $20.00 off my bill, and said to come the next day to pick up my phone. I went the next day, phone still not there! Then I found out I was getting a refurbished phone! NOT! I paid for a new phone, it NEVER held a charge, I will NOT accept a refurbished! This is so very wrong, by now, I did get upset, I told them I will be writing to Revdex.com. The man there tried to pass the buck, 1. they are independant dealer, not their problem, Samsung, Cricket no at fault, the Cricket dealer took my money for a new working phone, and gave me a broken phone! I want what I paid for please.Desired Settlement: At this time, I want a FULL refund, including activation fee, so I can order the same phone online at $39.00, unless the Cricket store will honor the $39.00 price, and I want what I paid for, A NEW WORKING PHONE. I am confused, if this is a Cricket Store, they sell Cricket phones and plans, I feel they should honor Cricket returns.

Business

Response:

July 24, 2013

Review: I purchased a phone via the internet(cricket website)and when I recieved it I realized(due to misinformation on the website)it wasnt compatible with my plan which is a smartphone plane w full internet access.The phone sent was a Muve music phone which I didnt want.I sent it back to the address listed with the paperwork(stateing where to send any returns)the same day when I got off work.I waited and waited for a fefund to be placed on my debit card and after numerous calls and lies I was told they never recieved my return and cant do anything withiut a tracking number which was NOT stated in their return policy.Regardless this is poor customer service and theft and I want my fefund.This has been such an inconvenience to me and ive been stuck with poor service and a defective phone thats no longer sold.I dont make much $$$ so I will not give my money away for free.Ive been a loyal customer for4 years and im very tempted to tell cricket where to go.Ive pretty much given up on this until my sister told me to file a report with the Revdex.com.Im very unhappy and angry with the service and customer service with cricket.All of my calls are logged and recorded with cricket so theres no denying the fact that ive been trying and argueing with them for months.Please help me get my refund,Thank you.Desired Settlement: At the least I want my refund back.You cant replace time and inconvenience.

Business

Response:

May 08, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

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

Mr. [redacted] states that he purchased a phone on the web and when he received

it, he realized that it was not compatible with his current smartphone rate

plan. Mr. [redacted] then shipped the phone to the address listed for returns on

the same day he received it. Mr. [redacted] states that he waited for his refund

but after several calls to customer service, he never received it. Mr. [redacted]

was then told by a customer service representative that he needed his tracking

number in order to ensure Cricket received the phone and to get his refund. Mr.

[redacted] states that this was not stated in Cricket’s return policy and that he

has experienced poor customer service regarding this issue. Mr. [redacted]

requests a refund for the phone that he returned back to Cricket.

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.

We spoke with Mr. [redacted] on May 8, 2013 to

discuss his complaint. We advised him that we could not confirm that Cricket

received the device due to the fact that he was unable to provide tracking

information for the return. A credit of $30.00 was applied to Mr. [redacted]’s

account due to the inconvenience that he experienced. Mr. [redacted] was satisfied

with this resolution.

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

Review: I wanted to cancel my phone subscription, I called and their customer service agent BOB gave me the run around. I paid for a month ahead on 4/18/14. I wanted to obtain a pro-rated refund and cancel my service. The agent said that it was not possible and I had to keep the service.Desired Settlement: I only want a partial refund and my service cancelled.

Business

Response:

May 1, 2014

Review: I purchase on I Phone 5 and the company don't want to unlock it, I talk to apple and they said that they should because I paid full price for the phone and they just give me the round a roundDesired Settlement: I would like them to give me my money back or unlock the phone so I can use on a other carrier because for this matter im no longer going to use the service from this company and im going to recommend to others to do the same.

Business

Response:

May 09, 2013

Revdex.com

Online Complaint

Dear Sir/Madam;

This correspondence is in reference to a

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

complaint, Mr. [redacted] states that he purchased an iPhone 5 from Cricket. He

states that Cricket will not unlock the phone to use with another carrier. Mr.

[redacted] requests a refund for the price of the phone.

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.

We are unable to assist Mr. [redacted] with

his request to unlock his phone to a different carrier. The phone that Mr.

[redacted] purchased was intended to work on Cricket’s network and Cricket is

unable to unlock the phone to work on different carrier’s networks. We suggest

that Mr. [redacted] contact Apple with any questions regarding this process. Mr.

[redacted] can also visit the location where he purchased his phone to request a

refund pursuant to the store’s return policy.

We thank Mr. [redacted] for his communication

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

Regards,

I talked to apple befor I put a complain and apple told me that cricket can do the unlocking on the Iphone but they dont want to do it because they want the bussnes and the do have the capability to unlock the Iphone

Business

Response:

May 14, 2013

Revdex.com

Online Complaint

Dear Sir/Madam;

This correspondence is in reference to a

rejection filed by [redacted] regarding a refund request. In his

rejection, Mr. [redacted] states that he purchased an iPhone 5 from Cricket. He

states that Cricket will not unlock the phone to use with another carrier. Mr.

[redacted] requests that Cricket unlock his phone or extend a refund for the price

of the phone.

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.

As stated in our previous response, we are

unable to assist Mr. [redacted] with his request to unlock his phone to a

different carrier. At this time, CDMA wireless carriers in North America have

their devices locked domestically. Currently, Cricket does not have a process

in place with Apple to unlock phones. This process may change in the relative

future, but for now there is no way for Cricket to unlock the Apple iPhone 5.

We assure Mr. [redacted] that this process is not in place to persuade customers

to keep service with Cricket.

Again, we suggest that Mr. [redacted] contact

Apple with any questions regarding this process. Mr. [redacted] can also visit the

location where he purchased his phone to request a refund pursuant to the

store’s return policy.

We thank Mr. [redacted] for his communication

and we trust that this explanation closes his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: We visited Cricket retail store on 06/02/2014. We were going to buy a Motorola G cell phone and sign up for a joint month-to-month plan for $40 a month. We went into the store about noonish and were [redacted]. waited on us. [redacted] had never handled a sales like ours before. While she waited on us she also waited on multiple customers simutaneously. She did not know where anything was at, asked us for our PIN numbers out loud, (where other customers could hear) and constantly called other Cricket locations to ask questions about ringing our sale. She told us we needed to call customer service to port our old telephone numbers onto Cricket's network. Our bill came to $263.99 (Motorola G-$149.99, Activation Fee-$25.00, Bill Payment-$10.00, New Account Bill-$70.00). We finally left after an hour and a half of waiting.We returned home and immediately called the number [redacted] supplied us for Cricket Customer Service and asked for our old telephone numbers to be ported on Crickets network. The CSRs that we spoke told us that we needed to buy a new SIM card and go back to the store to have our numbers ported. We returned later that day about 4:20ish to tell [redacted] that she would have to port our new numbers. She has no idea how to do this. Again, she waits on multiple customers ahead of us and calls other Cricket locations to help her port our numbers. We are there another hour and a half while she she calls other employees who give her the wrong information and/or ignore her call. At this point we decide we want out. We wasted an entire day at this place with NO cell service on our phones. We ask for our money back and she voids the sale for the Motorola, activation fee and bill payment. She refuses to give us our $70 back for New Account. She calls her manager, [redacted], argues with him and tells us that he said we cannot have the money back. On 06/04/14 I speak with store manager, Casie. Further requests for a refund were refused. [redacted] said we were "lucky" we got $25 activation fee back.Desired Settlement: We would like our Visa card credited $70 as soon as possible. Our cell phones were never activated, we never received service and we cancelled well within 24 hours due to lack of service. We were never informed of the "New Account Bill final sale" and we never signed anything to that effect. Services were not rendered; we were treated horribly.

Business

Response:

June 18, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: Unknown (Cricket GSM)

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by S. [redacted]. In review of the complaint details, it has been determined that S. [redacted] is a customer on Cricket’s GSM network. At this time, our San Diego/Denver offices have not been integrated to support customers on our new network and only have the ability to support Cricket’s legacy CDMA customers. Please note, S. [redacted]’ complaint has been forwarded to our Cricket Support Team located at [redacted] Alpharetta, GA 30004, who will review his complaint and determine an agreeable outcome.

We thank S. [redacted] for their communication. Please contact Customer Service at ###-###-#### with any additional concerns.

Based on the aforementioned, we respectfully request that S. [redacted]’ complaint is closed at this time, because we cannot assist in this matter.

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 am not sure on how to differentiate the CDMA Cricket versus GSM Cricket. By all appearances, they seem to be the same company. [redacted] ,from Cricket Corporate office in Georgia, called us on 06/12/14 and said she would talk to the district/regional manager regarding the matter and would be back in touch with us. She also stated what the Louisville employees said/did to us was unacceptable. As of 06/18/14 we have NOT received a credit to our Visa card. I called [redacted] today (06/18/14) and left a message asking for a status update on the situation. As of 4:46 PM EST, my call has not been returned. Please keep the complaint OPEN as the issue has not been resolved to our satisfaction.

Regards,

Business

Response:

TO: [redacted] Louisville, KY 40217

FROM: Dairion Range, Customer Support, Cricket Wireless

DATE: July 1st, 2014

SUBJECT: Revdex.com Complaint Number # [redacted]

Ms. [redacted],

I received your Revdex.com complaint regarding a payment refund dispute. From my understanding, you activated service on 06/02/14 and needed to return the device within a short amount of time due to errors with the order that prevented the porting of your wireless number(s).

As you and I have discussed, the local store was not able to process your requested refund and, in turn, you have disputed the charge for service through your bank in the amount of $70.00 which has been successfully applied back to the credit card used at the time of purchase. As mentioned, I will be contacting this location for coaching opportunities resulting from your experience.

I apologize for any and all inconveniences you have endured as a result of this matter. Should you need further assistance with issue, please feel free to contact me.

Very truly yours,

Cricket Wireless Customer Support

Alpharetta, GA 30004

###-###-####

CC: Revdex.com

Review: I put money on the pay as you go phone that I purchased from cricket wireless. I had not used the phone since 2010 and did not realize that I was not the owner of the telephone number for the phone any longer. I had tried to call cricket a few times during the day on Friday December 27, 2013 before I put the money on the phone. I got no answer and a machine stating that no customer service representatives were available. Later on that night, I put the money on the phone and called cricket to see why the phone was not working, that's when I was informed that I did not have that phone number any more. I asked for a refund, and was hung up on twice after that. I was directed to different departments and talked to at least seven different people who could not help me at all. I called today, December 30, 2013, and still was not helped. I then called corporate and they informed me that I could not get a refund because it is a pay as you go phone! This is ridiculous! I just want my money back. I will not let a person that I don't know benefit from my misfortune. I don't see why they won't let me have my money back. It is $37.98. It has already cleared in my bank account. I will never use cricket or their services again.Desired Settlement: All I want is my money refunded. $37.98 is what was charged to my debit card.

Business

Response:

January 6, 2014

Review: Recently i've been having problems with cricket. The other day I payed my cricket phone bill 4 days early to the understanding of when I got the phone it was month to month and could be payed at any time. In the middle of the day I received a text message saying my service has been disconnected. I called the company and spoke with first a customer service rep that was very rude and when I asked for a manager he kept trying to put it off and then finally after 15 minutes he switched me over to the "manager" ,who began to say okay nothing I can do without you paying me more money and then when I asked for her name she gave it and then I asked for her bosses name she hung up on me. now i've been without a cell phone for an entire two months now.Desired Settlement: I would like my service reactivated at crickets cost due to the 50 dollars I had just paid and they disconnected my service

Business

Response:

July 17, 2013

Review: I went into the local Cricket Cell Phone store in December of 2013 to buy a new "smart phone" of some type and upgrade my service to include internet for use with that phone. I told the sales rep. that I was wanting a new 4G phone to work with the 4G they were about to get. I had heard about them getting new 4G technology on local TV ads. She pointed out all the new phones they had gotten, for this new service they were about to start offering. I ended up purchasing a ZTE Source 4G phone. I also got a number of accessories for it, including an armored cover and a screen cover/protector. This totalled right at about $300.00 with tax. I also upgraded my service from a plan that was $30.00 a month to one that was $70.00 a month.I was told that the new 4G service would start when the merger with AT&T was signed, sealed, and delivered. and that it could be a few days, or a few months. After waiting a few months, and had no 4G service yet, I went into the store and asked about it. I was told that it was still up in the air, and would start as soon as the merger was complete, but it could still be a few more months.I waited a few more months, and went back in again. This time, I was told that the 4G system was up and running. She asked to see my phone, and when I showed it to her, she told me that it was one of the older phones, and I would have to buy a new phone to work with their system. I explained to her, that I had just bought the phone from them a few months prior, and it was supposed to work with this new system after the merger. She said that when they had sold the phone, that was what they were told, but it was incorrect, and I would just have to buy a new phone again. I asked if they were planning on making this right, and she responded no! They were told that these phones would work, and they don't, so the customers would just have to buy a new phone. I pointed out to her that they, Cricket, were the ones that told me this phone would work with the new system, and that they, Cricket, were the ones that sold it to me. And it was they, Cricket, that needed to make it right. It was their mistake, not mine, and they needed to replace the phone with one that would work on their new system. She said they would not be doing that.I asked her if she cared that I would be trying to get the state attorney general involved, possibly look into a class action lawsuit, not to mention they would be losing me as a customer for life. She responded with the same "canned response" that she had already given me 3 times during our conversation. "This is what we were told"! Like the fact that they were told by their supervisors in error, somehow made it OK to ripoff your customers. They just do not care at all that they ripped off hundreds of customers. Needless to say, if they do not fix this, I will do everything I can to see that they pay for this scam.Desired Settlement: I want them to replace the phone with a phone that works on their 4G system as promised, with the same value as the phone they sold me. This includes the armored carrier and screen protector that I bought with the phone, from their store.

Business

Response:

September

23, 2014

Revdex.com

Review: I have started service with Cricket sometime in the summer of 2011. I have had 4 lines on a family plan with them. When I signed up with Cricket I have purchased 4 phones from them ranging in price from $60 to $250 dollars. The day that the account was opened we have chosen our plans and all plans were unlimited for talk, text and unlimited data usage. My plan price for the line in question was $65 per month, that included as I was told unlimited talk, text, and data usage. Then sometime in the summer of last year, my plan was changed from $65 to $60, I was not informed of that change until later, and once I had discovered that my plan was changed I have asked if I still have all my features unlimited. The answer that I got that yes all my features are still unlimited, talk, text and data. All of the sudden yesterday I received a text message on my cellphone stating that I had only 10% of data usage left. Today, my phone had no internet connection and no data service. I have called to the customer service center and tried to resolve the issue with the customer service rep, however the call was quickly escalated to upper management. The manager told me that the only way I can have unlimited data is if I upgrade my plan and pay more than what I already are paying. I have refused to do that since my plan was suppose to be unlimited in the first place. My plan has been changed without my knowledge, and my data usage has been restricted therefore, I am refusing to upgrade my plan.Desired Settlement: I want to have my plan upgraded to the highest plan where my data is truly unlimited like I have been told that its going to be when I signed up for this service at the same price that I am paying now, also I would like to receive a $75 dollar discount towards a new phone purchase that I am planning on making to upgrade one of my lines, for the truoble that has been cause due to this slip up from the company

Business

Response:

April 24, 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 rate plan changes. In her

complaint, Ms. [redacted] states that sometime in the summer of 2012, her rate

plan was changed from $65.00/month to $60.00/month. She states that with this

rate plan change, her unlimited data was removed from her plan. Ms. [redacted]

also states that when she called a customer service representative to fix the

issue, she was told the only way she would be able to have unlimited data would

be to upgrade her current plan. Ms. [redacted] states that her rate plan has been

changed without her knowledge, therefore limiting her data usage. Ms.

[redacted] requests that her rate plan be upgraded to a plan that offers

unlimited data and would also like to receive a $75.00 discount on a new phone

that she plans to purchase for an existing line of service that she has.

We apologize to Ms. [redacted] for any

inconvenience that she may have experienced. Cricket strives to provide

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

not met.

Cricket’s mobile data has always been sold

with a specific amount of full-speed data access and unlimited reduced-speed

data access. The amount of full-speed

data is noted for each rate plan in its list of features. Full-speed data is

data usage at the best available speeds.

Note that best available speeds are always affected by the customer’s

device, signal strength, environmental conditions, and cell site congestion.

When Ms. [redacted] uses all of the full-speed

data she has purchased within a paid service period, Cricket doesn’t cut her

off. Instead, we allow her to continue using reduced-speed data for the

remainder of her service period. Reduced-speed data gives her access to all the

same applications and services as full-speed data but at slower speeds. We

believe this is the fairest way to keep everyone connected while allowing Cricket

to manage data usage on our network to provide the best experience for

customers still using the full-speed data they have purchased. Reduced-speed data

is typically equivalent to analog dial-up speeds.

According to Cricket’s

records, Ms. [redacted]’s rate plan was changed on November 23, 2012 when she

switched to another device. Changes to the account require customer

authorization and are not initiated by Cricket. Ms. [redacted]’s current rate

plan has a 2.5 GB data allowance. Additional data can be purchased at

$10.00/1GB at any time. Because all of Cricket's rate plans include a specific

amount of full-speed data, we are unable to honor Ms. [redacted]'s request for

a $75 equipment credit and a plan that offers unlimited full-speed data.

We thank Ms. [redacted] for her

communication and we trust that this explanation resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: Yesterday, I went to the store to purchase 2 phones (free after rebate) and 1 sim card to put into a phone that we already have. I then planned to port the 3 numbers from ATT to Cricket. Well, when I called the store employee stated they had what I needed. Well I got there and Cricket has not provided them with training, they only had 3 phones in the store and they came to find out that they had no regular sim cards. He tried calling Cricket to find out what to do to no avail. I then proceeded to purchase the 2 phones anyway. After 2+ hours we were able to get the transaction complete. And it came up higher. Well, it turns out that there is a $25 activation fee in store. (I had been informed by chatting online that there would be no activation fee at this store.) Anyway, since the poor employee had to use a print out step by step to do the sale and no support was coming from any return calls from his attempts to call. I decided to buy them anyways. Next, he got online and finally found a rebate he believed would match. Well, now I am at home with rebate slips that don't match my phones, I still have one line at ATT, and the store is unsure when they will get the correct card. I called Cricket and was told I had to go online to resolve the issue I then chatted with 2 different people and finally they gave me a different phone number. I called that number an hour ago and was kept being told to contact the store. I know that they are unable to resolve my issue. I kept pushing that I needed to talk to someone who could help. Finally after I threatened to contact the Revdex.com I was transferred to a supervisor. Well, she did the same thing. I then proceeded to let her know that I was writing this. Well, she claims they have credited me the amount that the rebate would have been to my account. And the store is to have the card. Than you for following through with unresolved issues. I know this would not have been settled otherwise.Desired Settlement: I would like to not have to pay the activation fees, but I know in writing it states that there could be an activation fee. So provided that the amount is actually in my account and I can get a sim card I feel the issue is resolved.

Business

Response:

December 18, 2014Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding a rebate refund. In her complaint, Ms. [redacted] states that she purchased two devices that qualified for rebates at a store. But when she got home, she discovered the rebate forms she received from the store did not match her devices. She claims she still has one line she wants to port to Cricket, and was advised by a support representative to order the SIM card online. And she was told her account would be credited for the amount of the rebates. Ms. [redacted] is asking for a confirmation regarding her credit and if possible to have her activation fees refunded.

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.

Per Cricket’s Terms and Conditions, activation fees are not refundable. Consequently, we cannot give Ms. [redacted] an activation fee refund. However, regarding her credit for the rebates, our Rebate Department shows no record that we received Ms. [redacted]’s rebate forms; however, a manager applied a credit to her account for $100.00 on November 20, 2014.

After reviewing Ms. [redacted]’s account, our records indicate that she has five lines on our GSM network, the last number was activated on December 4, 2014. We called Ms. [redacted] on December 18, 2014, to confirm if her concern was resolved, but there was no answer.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

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

I have searched my phone and have no message left by them today. They are correct that they have resolved that issue by crediting my account. It sounds as if I have to eat the cost of activation. I am not happy about being misled. I also was at the store 2 days ago and they said that they are being put on hold from selling and opening new accounts until Cricket provides them with more training. They are also correct about my having 5 lines now, but that leads me to a later complaint that I had to file with them that still needs to be resolved. I cannot find a claim number on the response I received from Revdex.com on Dec. 3rd. I guess that will be resolved separately. Until then, I just want to know what number they are saying they called, what number they called from, and why I have no missed calls showing up from them today? I can account for every call in the call log from today.

Review: I purchased an Apple phone 5c. The battery went flat. I was told it was covered for a year.I was never told I could not have it repaired through an Apple store, so the Apple store replaced my phone. Cricket could not activate this phone. No one, EVER specifically told me Cricket was not authorized to do buisness with the Apple store. Cricket never offered to help me with the issue. I lost alot of money on this phone, Cricket an Apple do not have a partnership, and in between I have lost alot of money through out this situation.I paid for a very expensive phone and they were not licensed to do any kind of business through Apple. This was never explained to me, they are selling a product that is a loss for the customer, these details are not being explained to the customer. Cricket cannot offer technical support for apple phones and Apple is not able to help cricket customers. The Cricket customer is at a loss. Which is very unprofessional. There wasn't a solution offered at all. I feel I should recieve a refund.Desired Settlement: I DESIRE 250.00 FOR THE PHONE I LOST, AND THE AGGREVATION. I HAVE GONE BACK AND FORTH LOST 3 HOURS OF WORK, SITTING IN A CRICKET CORPORATE STORE TRYING TO RESOLVE THIS. THEY JUST LET ME GO WITH NO SOLUTION.

Business

Response:

April 10, 2014

Review: I called to Cricket to advise them that the phone was stolen on 11/22/2013 and had the line suspended. At that time I changed what is called the AID number (pin number to access the account). I have filed a police report (incident number [redacted]). Since that time the account was trying to be accessed over 15 times. I go to pay the bill on 12/21/2013 and at that time I was notified cricket allowed someone to access the account and disconnect phone off of the account. I have taken every precautions to ensure the return of the phone upon the completion of the police investigation since the person who took the phone without permission also have my personal information and Cricket allowed for the device to be disconnected off my account. Now I have no way of proving the phone is mine (which is not paid for, I am financing the device through them) and was told by a supervisor today 12/23/2013 that it was my responsibility to keep up with my personal property. I would like to have this issue reported and rectified. Can you please help me? I dont feel that I am in the wrong and I dont feel that Cricket is trying to help to make the issue right.Desired Settlement: I would like for Cricket to be responsible with replacing this phone which was allowed to be removed from my account without my permission. The individual did not have the AID (pin) number to the account.

Business

Response:

December 26, 2013

Review: Not receiving the bandwidth that I am paying for. [redacted], I use this particular plan because of its tethering capabilities. Tethering, in case you are unaware of what this function is, is basically, using your phone for a hotspot feature whereas you use it to access the internet on your laptop computer.When I first got the plan back in January, I had issues but nothing in comparison to the degree at which I am now. As mentioned earlier in the complaint, [redacted] more specifically, Network Specialist. My course work is 90% streaming video and other software based applications that I need access to. Initially, everything was ok, now I can hardly access the internet, let alone stream video via the tethering feature. I have made every attempt to allow Cricket to rectify the situation, to no avail. This particular issue has been going on for the past 46 days. I went into a Cricket Cooperate Store on September 5, 2013 to have cricket trouble shoot the issue only to be told there was nothing else they could do, and I left with no favorable result.Desired Settlement: once again, as I mentioned when I first came to cricket I had 5 GB of bandwidth and I didn't have nearly as many issues as I am having now. I would like to and also suggested that instead of them giving me a $10 credit on my next bill, (second time they've done that 2 months in a row)because of this very issue, move me to the 10 GB of bandwidth for 30 days for the amount that I have paid them, ($64.42) and I was told no, they charge $70 for 10 GB. But again.....

Business

Response: