Cricket Communications Inc

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

Business

Response:

November 7, 2014

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

Business

Response:

November 3, 2014

Revdex.com

Review: I was out of town for MY MOTHERS FUNERAL and didn't make it back in time to pay my "bridge pay". I went to a cricket location near my job and they took my payment and said my phone would be turned back on. It was not. They refunded my 20.00 with no problem. I called 611 and the nice lady gave me an extension. wish I got her name she was nice.So when I call to on Monday to see if I have to pay just the 20 or the whole 40. the man on the other end is RUDE.I explained I was out of town for MY MOTHERS FUNERAL and why do I have to pay the whole 40 that I can pay the bridge pay now like I tried to do before. Long story short I was fed up and wanted a supervisor. I said if Im gonna pay all that I should just go to a different carrier. He said No problem. I asked again for a supervisor after I got his name [redacted] and instead he said I didnt need a supervisor.. He said he was gonna connect me to the cancellation dept instead cuz I was more than welcome to cancel my account. REALLY? is that good customer service? he connected me also after I asked for supervisor 2x. I am shocked and appalled that someone in customer service could treat someone who just lost their mother with no respect. I am hurt and talked well more like cried to another supervisor. My phone will be going off after today and I would rather be without a phone then deal with a company who has such rude and ignorant employees. Ive never experienced anything like that.Especially in such a trying time.

Additional information added:

first I want to say the only good thing cricket has going for them is a guy who works in corporate named shawn lelani. he has always helped me. I was against switching to the new cricket but I did anyway. I have other issues but my main one now is I had asked before I switched about changing my number which I was told was free. now when I call to change my number Im being told I have to pay 15.00 I was told this after I waited 35 mins to talk to someone..another 5 minutes to get a supervisor... who I then asked to speak to someone else he said no one was available and when I asked his name he said hold please and hung up. 45 minutes out of my day gone. this was monday dec 1,2014 at about 1;15pm or so. im so over cricket and think I should go elsewhere. its always a problemDesired Settlement: I'm not exactly sure but I would like to know if someone talks to this gentleman and let him now that HE lost a customer, I may just be one in the pool of many but YOU DON'T TREAT PEOPLE LIKE THAT WHEN THEY SUFFER A LOSS!!!!!

Additional information added:

I really don't know. I just know that cricket needs to know their customer service sucks!!!!

Review: my phone just stopped working from one moment to the next. It has a little scratch on the back that it had before it stopped working and [redacted] will not replace it. I have bought several phone and have spent hundreds of dollars. I would like to be treated fairly and would like to have my phone replace. I have only had this phone for a little over three months. It should still be under warranty. They say the small scratch on the back voids the warranty. They haven't even seen the scratch and they still void the warranty. I don't believe they are being fair. I would appreciate any help Thank you

warranty issues I have had phone for a little over three months only and already doesn't work I have had phone for only a little over three month and it stopped working from one moment to the next and they will not replace it they say warranty is void because it has a small scratch on the back, which was there before it stopped working I have spend hundreds of dollars with cricket communications and I would like to be treated fairly and have my phone replaced. Thank you.Desired Settlement: I would like my phone replaced.

I would like for them to honor their warranty and either make a better product or replace their prodcut when it malfunctions. Their phones are not cheap to buy but it seems they are cheaply made. Thank you

Business

Response:

April 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 a Cricket handset. In her complaint, Ms. [redacted] states her phone

stopped working. Due to a scratch on the

back of the handset, she states a warranty claim was denied by [redacted]. Ms. [redacted] is requesting a replacement phone.

We apologize to Ms. [redacted] for any

inconvenience or poor service she felt she received. Cricket strives to provide

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

not met.

We forwarded Ms. [redacted]’s complaint to

management in her area, who contacted her and arranged for her to receive a

replacement handset at a local store. Ms. [redacted] stated she would pick the

handset up at her convenience and would consider the complaint resolved.

We thank Ms. [redacted] for her communication

and we trust this action resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

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

Regards,

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: I have a paper saying that my bill was due 6/20/14 and I went to make a call and phone was off I called them and asked them about it and the told me the bill was due the 6/19/14 I have the paper in my files saying that it due 6/20/14.Desired Settlement: Full refund phone cost and service cost

Business

Response:

TO: [redacted]

FROM: [redacted], Customer Support, Cricket Wireless

DATE: July 2, 2014

SUBJECT: [redacted]

Mr. [redacted],

We received your complaint filed with the Revdex.com regarding the date in which your bill was due for the month of June 2014.

On 7/2/2014, I contacted you to discuss the issue. You shared that you visited one of our retail locations on May 20, 2014 to begin service with Cricket Wireless and explained how you were told your bill due date for the next month would be June 20, 2014. I clarified that the bill renewal date for June was on the 19th and not the 20th. Prepaid service with Cricket Wireless requires the funds to be on the account prior to the bill renewing for a new service cycle; this will avoid any interruptions in service. A payment of $67.00 was not on the account by June 19, 2014 which caused the account to go into suspension on June 20, 2014.

Due to the miscommunication a service credit was applied to the account for the amount owed and your service is now active. I also confirmed that due to the service credit applying on July 2, 2014 the due date for the month of August is on August 1, 2014.

We regret the frustration you experienced with your bill due date. We appreciate your business. Please feel free to contact me in the future, should the need arise.

Very truly yours,

CC: Revdex.com

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,

it was settled but in a way didn't really want it to be settled kept pushing me in to getting my phone on but told them didn't want there service and said I didn't want too be with a sevice that treated me like they do asked them about getting money back and told me was past the seven day and kept pushing me to get my phone on so I just got it turned on wish would of said no but what can I do if I cant get the money back for a service that treats people like they do might as well get my phone on so I don't waist the money so stuck with a phone and company I don't want

Review: I paid for a $50 plan. Without my knowledge I was changed to a $45 restricted plan. I was lied to when I inquired about services. I was not informed about changes made to my plan. There were changes made to the service that was not informed about.Desired Settlement: I want a refund for the service I did not receive. I was not allowed to make an informed decision.

Consumer

Response:

I now have phone service that works as requested. My issue is resolved. With no money out of pocket.

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,

Review: First complaint-I went to the cricket wireleas store located at [redacted]. I arrived there at exactly 10 am, which is the time that the store was supposed to be open. At 10:08 am, a Hispanic man arrived at the store and opened the store. There was already a line outside the store, which I was the second to arrive. Second complaint- the store seems to be very busy and there was only one person working. Which isn't very logical if the store is busy. Third complaint- it was finally my turn in line. I told him what I needed and he got to work on it, but it took 40 mind and he still didn't have my issue resolved. All I wanted was to upgrade my plan to the $60 plan because I was on the $50 plan. All the $60 plan included was more data. So I waited until 10:50 am to finally walk out because he wasn't helping me. Fourth complaint- while the guy was assisting me, he decided to start helping the people behind me, instead of handling my issues. He started ringing up the purchases for the people behind me, which angered me because I had been there for 40 mins and he still couldn't solve my issue. After I left the store, I went to a different cricket location, and I literally walked out of the other location within 5 mins with all my issues solved.Desired Settlement: I would like if something was done to change the way the store worked and I would like to get compensation for my wasted time at the [redacted] (50 mins)

Business

Response:

November 18, 2014

Revdex.com

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 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: 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: 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 purchased a HTC One V Smart Phone from Cricket online and the phone arrived mostly dead on arrival. The wireless function and Hotspot function do not work. On the day that I received the phone (04 May 2013 ORDERED and received 06 May 2013) which was that Monday (06 May 2013) I took the phone to a authorize Cricket dealer and let them trouble shoot the phone. They verified the issue and gave me instructions on how to have the phone replaced (It is under a 30-day no hassle return policy). On 07 May 2013 I went to a corporation store as per the instructions but was advised my account was locked and the phone could not be replaced. I called Cricket Online Customer Service and was told that was a mistake to return to a Cricket Corporate Store and the phone would be replaced. That afternoon I did so, to a different store (a corporate store that was on my way home). I explained to the staff person there what I needed and what I had been told and they refused my request telling me that was against policy. I came home and called Cricket again. I was told that a new phone would be mailed same day (08 May) no more problems. I checked 13 May with Cricket and they deny having spoken with me and the process has re-started. I am 300.00 into this phone and it does not work as promoted and the company has not honored its policies.Desired Settlement: I want my phone replaced. Not in three or four weeks or two months. I am paying for a service that I expect to be given. I have paid for a product that was supposed to be delivered to my door in a 100% functional order and is under a 100% hassle free return guarantee. I have honored my part by paying as required in advance for all these items, guarantees, and services. I fully expect Cricket to honor their obligations or be penalized just as others are when they do not meet theirs.

Business

Response:

May

16, 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 defective device. In his complaint, Mr. [redacted] states that he purchased an

HTC One V phone online and received it on May 6, 2013. He states that the

wireless function and hotspot feature was not working properly and he visited a

Cricket dealer for troubleshooting. Mr. [redacted] states that they verified the

defect but could not replace the phone because his account was locked. Mr.

[redacted] called customer service and they referred him to a corporate owned

Cricket location for replacement. Mr. [redacted] states that he went to the

corporate Cricket store and explained his situation. He states that the

representative at the store refused to replace his phone and told him it was

against policy. Mr. [redacted] said he went home and called customer service

again. He states that he was told a new phone would be mailed on May 8, 2013.

Mr. [redacted] states that he called Cricket again on May 13, 2013 and had to

request a replacement again because there was no record of his request on May

8, 2013. Mr. [redacted] is requesting for his phone to be replaced.

We

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

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

and we regret if that high standard is not met.

In

reviewing Mr. [redacted]’ Cricket account we see that he made several attempts to

replace his phone. We were unable to assist Mr. [redacted] with the exchange in

store because the phone was purchased online. We do understand the

inconvenience this may cause customers, but our computer system will not allow

it because the phone originated from a separate inventory than the store. Our

records indicate that Mr. [redacted] called on May 8, 2013 and inquired cancelling

his account. We advised Mr. [redacted] about our return policy and offered an exchange;

he stated he would call back because he was driving. When Mr. [redacted] called on

May 13, 2013 a replacement request was submitted to Cricket’s web sale support

team.

We

are unable to fulfill Mr. [redacted]’ request for a replacement because our

records show that Mr. [redacted]’ replacement request was approved on May 14, 2013

and we sent Mr. [redacted] an email to notify him of this. On May 15, 2013 Mr.

[redacted] received the replacement phone and it was activated on his

account.

We

thank Mr. [redacted] for his communication and we trust this explanation resolves

his complaint.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: I am a senior citizen and I have been using cricket for quiet some time (years) and my bill has always been the same $37.45 from a $35 dollar plan. I am person that lives in the poverty percentage line and don't have much money to pay for the bill. Now Cricket is charging me $39.54 and without explanation they just adding that money to their pocket. I tried to go to one of their retailers stores (on [redacted]) and their customer service was very unprofessional and rude couldn't give me any reasons of the addition to my bill. I tried calling their customer service on their # [redacted] and there is no one live to speak with and their recording message just hangs up on you if your calling to ask about the bill. I tried logging into the computer to see the bill online and even in the computer account it doesn't show details of the bill. I just need an explanation of the addition to my bill.Desired Settlement: I just need for my bill to go back to the normal amount or an explanation of the addition in the bill.

Business

Response:

June 04, 2013

Review: I have two phones under my name with Cricket Wireless. My phone and my wife's phone. My wife had to purchase a newer model phone due to her being a college student and the frequent use of her lap top when she is away from home. My family and I decided to take a trip to visit family in [redacted]. When we arrived my wife needed access the internet, and She was talked into purchasing a HTC One Smart Phone from an independent Cricket dealer in [redacted] on 2/18/2013. This dealer [redacted] told us we would have the access to the internet by adding the Wifi Hot Spot service, which she would not need any other additional components to use on her laptop. Her plan was $60 dollars a month, which included the Wifi Hot Spot services, and insurance. Things was ok from there until we returned home, which is on 2/27/2013 in [redacted]. Before we left on our trip, my husband made a payment in advance to cover our phone services from February until June. On March 26, 2013, a payment of $172.89 was processed and posted to my husband's [redacted] Debit#[redacted] and Cricket states they don't have record of this payment. They are refusing to handle this issue, and we also were told yesterday there is no insurance on my wife's HTC One handset. We need someone to investigate because monies is missing and we are struggling parents of a 3 year old and don't have time with this mess.Desired Settlement: I want my payment researched and processed and my phone issue corrected regarding the insurance I am suppose to have on my wife's phone.

Business

Response:

June 7, 2013

Review: I went in to a cricket store yesterday 6/21/2013 at around 5:30pm where I was sold counterfeit merchandise and the company refused to refund me my money until I threatened to call the police. [redacted]Desired Settlement: I would like for the authorities to go to this store and stop these people from trying to sell this to anyone else. Their return policy is 30 mins and the sales rep failed to tell me that information, but I made it within that time.

Business

Response:

July 1, 2013

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 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 cricket phone and minutes in January 2013. The service did not work where I live. I called cricket. I was told to return the phone to [redacted] and Cricket would refund the $35 for minutes to my bank account within 30 days. I never received the refund. I called several times. I was told to go to the cooperate store inLittle rock(an hour from my home). I did. The store told me I had to call customer service. Which I had been for months. Finally, July 10, 2013, I spoke with a supervisor. After explaining the situation numerous times to the same person, she issued a refund. She assured me I would have a check in te mail within 10 business days. Ten days later, I still do not have a refund. I called today, July 24. I spoke with another supervisor who refused to help me or answer any question I had. After being in the phone for over 45 minutes, he hung up on me. Seven months of being lied to and refused to help is very frustrating. I would like me refund of $35. I have spend money on tax and gas money getting to their store with no luck. I was given a number on July 10th to confirm this refund: #[redacted]Desired Settlement: $35 for the minutes bought.

Business

Response:

August 1, 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: