Cricket Communications Inc

Review: I took my brand new Galaxy S 4 to this Store at which time he told me the phone could not be flashed to Cricket so there for he took my 500.00 dollar phone and gave a a used Galaxy 3s which wasn't working right so I took it back at which time he took it in the back and then came out and told me it had water damage going by what he said even thou I had suspicion's he said the only thing he could do was sell me another phone for 250.00 so I had no choice but to buy it because of serious health conditions I have I need a phone for my [redacted] Dr among a whole team of Dr's Phone #s he said he couldn't save my contacts. So I went to a Cricket Corp, Store they informed me that my Galaxy 4 S could in fact be flashed so I called the other store back to get my Galaxy S4 he told me he had sent it back to cricket then told the district manager he sold it the Cricket Corp, Store took care of the matter for me, But this other guy is a liar& cheat something will be done he has no right selling cricket phones using there good name to just cheat people .Desired Settlement: Cricket needs to pull all Cricket Products out of this store who knows how many other people has gotten the raw end of the deal with such a Liar & Cheat. Sincerely [redacted]

Business

Response:

October 30, 2013

Review: Cricket has now upgraded to a new 4G program. I purchased a different name brand, but not by cricket due to the last two phones I had purchased from cricket were defective and I wasn't given an option of a new phone without paying an extra $200-$300 dollars. Prior to purchasing this new phone I had it flashed to cricket services which cost me $70 dollars. I paid my bill regularly and I was told about the switch to 4G for all cricket customers. After finding out I called customer service to find out why I don't have 4G on my phone that has 4G capabilities. and I was told that I wasn't eligible for the service because my phone is not made by a cricket manufacturer. I think its bad business because it puts me in a financial bind by over paying for a cricket phone just to get the service.Desired Settlement: 50 percent off on a brand new cricket phone with 4G LTE service for the same rate as my current cricket bill

Business

Response:

October 23, 2013

Review: I have been working with a local corp office for cricket. The office is about 20 miles from my home and I have been wasting my driving and my time. I am always informed by service staff to text me if I have any problems.... and thats another waste of time - you genreally dont get a reply until the 3 or 4th text. I have been a loyal customer of cricket hoping they improve their customer service now 6 years later its still them same. My issue is that I have 3000 contact on my phone. I only know about 100 people. The problem my phone trys to do an automatic back up but because we are 3000 my phone can NOT back up any further. ALL I WANT is the three thousand numbers/contacts deleted and I want to keep only what numbers I have on my cell. Its now been well over two months and I still dont have a solution.Desired Settlement: delete 3000 contacts and keep the 100 numbers I have on my cell without loosing my contact information

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 complaint filed by [redacted] regarding his

Cricket phone. In his complaint, Mr. [redacted] states that he has 3,000 contacts in

his phone, but he only knows 100 people. He states that his phone automatically

backs up his contacts and now that there are 3000 entries, his phone will not

back up his contacts anymore. He states that he has been working with the local

corporate office, but has not been able to find a solution. Mr. [redacted] requests

that all 3000 contacts be deleted from his phone.

We

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

Cricket strives to provide excellent customer service at all times, and we

regret if that high standard is not met.

We

forwarded Mr. [redacted]’ complaint to the Operations Manager in [redacted]. When we

spoke to Mr. [redacted], he agreed to email a list of the contacts he wishes to keep

so that we can manually remove the additional entries. We have also submitted

an escalation ticket so that our technical support team can review the issue

Mr. [redacted] is experiencing. Mr. [redacted] expressed some concerns about some device

trouble he is experiencing and agreed to visit a Corporate owned Cricket store

by the end of the week to receive an upgrade free of charge.

We

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

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: I ported my phone numbers to Virgin Mobile on November 25, 2013. I had no contract with Cricket. Cricket continued to charge my checking account monthly in the amount of $75.54 per month despite my calling to remind them I no longer had the service. I was assured the matter was taken care of. Yesterday I was on the phone for two hours with the porting department, and the service rep, named Bang spoke with her supervisor and told me my refund in the amount of $528.78 was approved and the money would be sent to me in three to five business days. Today I received a no reply email from Cricket, stating refunds denied. PAYGo and PIN card payments are not refundable. This is unacceptable. I am being made to pay for services that I did not have.Desired Settlement: The only acceptable solution is a complete refund, as promised.

Business

Response:

June 26, 2014

Review: service shuts on and off phone is always breakig up and service drops all the time and they never help going to shut off my service if they dont helpDesired Settlement: and my phone bill or I am going further action

Business

Response:

July 23, 2013

Review: We have had awful weather in [redacted] with crippling snow. I advised the rep of my situation, as I set up a bridge pay but was unable to make it it the store. the original bridge pay(extension) was scheduled to pay on 1/26 but the store was closed near me. I then set up another bridge pay and was unable to make it to the store due to my work schedule and snow. I explained to the rep and asked for a retention department. They didn't have a retention department and he put his supervisor [redacted] on the phone who didn't care I have been a Cricket Customer for over 3 years with 3 lines. [redacted] said they are located in [redacted]. Although I understand that this is probably WHY Cricket can offer the prices they do Cricket needs to understand that there are too many other options and companies to use than to use TERRIBLE customer service departments located in [redacted]. They dont care about American Business. I will be finding another provider as [redacted] (an American Company) is now offering more comparable rates. I was not even asking for my service to be restored but to be able to make my $51.00 bridge payment and pay my balance Friday 1/31/14Desired Settlement: $1,872.36 is my desired settlement as my bill is $156.03*12 months. I beleieve I have not been valued as a customer of 3 years and was talked to like a DOG! I have spent over $5617.08 the past 3 years with this company.

Business

Response:

January 30, 2014

Review: I purchased the phone,value plan,and global plus bundle so that I will be able to take to my wife in [redacted] with Cricket's global # option .After receiving the phone through [redacted] I then activated it, then I went on mycricket.com's web site to activate the global # option . Once logged in I found out that [redacted] was not under Cricket's coverage. I decided to cancel service to the phone and return it altogether . After talking to 2 agents is was told that if I canceled over the phone I would not receive a full refund unless I took the phone back to an official Cricket store. I then stop the transaction and drove to the nearest Cricket wireless store in [redacted] . The agent in the store informed me that they would not be able to take the phone, and I would have to call the web order support line to return the phone . The same people who told me to take the phone to the store for a full refund . Since that day I have been trying to call them and I have not gotten any answer from the # I was provided [redacted] . This is a more summarized version of what happened . There were other calls and conversations with agents, but I felt them unnecessary to mention , and I would not have enough space to type them .Desired Settlement: I would like for them to issue me a full refund to my account within the same time period that they removed the funds . As well as pay for any return shipping cost.

Business

Response:

July 22, 2013

Review: Because I am on a fixed income I would pay my bill before due date. I recently switched services before my actual bill was due. Cricket is refusing to refund me for services I do not have.Desired Settlement: I would like a refund I do not have Cricket anylonger.

Business

Response:

June 20, 2013

Review: Cricket decided to discontinue my "Backup" file service for unknown reasons but still being charged. It was originally a part of my plan I purchased. I have been having problems with my Android phone but try to overlook the issue. The phone constantly prompts me to update it and when I do so it freezes, malfunctions or says it is out of memory and then I have to do a "Factory Reset" to get it to work again. Half the applications on there I never use, I dont download anything, I cant anyway because Ive tried and it says not enough memory. I get constant prompts to update unnecessary items like"games, photobucket, docs to go, etc" and I cannot uninstall them to make more room but they constantly prompt me to update them and I cant. All I do it text and seldom make calls on this phone.

So recently I had to do another factory reset, went to use my backup file service, come to find out Cricket has discontinued the "Backup" service that had all my contacts 100+ and deleted them. I called customer service and they aplogized and said they sent out a text saying they would eliminate the service a while back, which is not the best form of communication. I dont recall getting such a text. A letter at least a month prior and a way to get my data backuped up another way even if I could print it out would have been fine.

Their only resolution was to offer a one-time $5 inconvenience refund. What a joke! 5 bucks will not make up for all these are phone numbers and data I have collected over the years, old friends and colleagues that I have lost and I am afraid I will not be able to retrieve them again. This has caused a HUGE inconvenience for me and my business and is unappreciated.

I have been a Cricket customer since 2008.Desired Settlement: (a) An upgraded phone that doesnt give me memory issues and my contacts restored. (b) Retrieve my contacts, print or email I would be happy with that, if not lost and send to me. (c) refund on service, I am still being charged the same amount on my plan.

Business

Response:

April 28, 2014

Review: Hi, Would like to report Cricket Phone Services. In December Cricket received $132.00 for the following services: Cell Phone Activation 1Month of Service Other taxes and fees. When the phone was received, Cricket stated that IS needed an additional $54.00 to have my phone turned on for one month of service. That was already included in the $132.00 . For January they are asking me for another $54.00 to keep service activated. This is unacceptable, due to the fact that they received TWO $54.00 payments. That covers two months of service. They were suppose to have a supervisor take care of this. Nothing has been done as of yet. Cust service is really of no help. Can someone investigate this. This is ridiculous. Thank You [redacted] Sent from [redacted]Desired Settlement: They took two months of service payment from me, but they are only giving me one month of service. Want my 1month of service or refund. Of $54.00 $50.00 is for the monthly plan, and the $4 is tax.Thank You

Business

Response:

January 9, 2014

Review: My wife bought these phones. I have had trouble with them. My First phone crashed 3 times. So they gave me another one and now this one has crashed as well. Constantly looses battery power, They said by deleting my apps would save on my battery. Not so. I need a phone that will keep its power all day . I can not take the time to re-charge it. I can get fired for it. Plus my wife is having the same problem as well as my grandson. My wife spent over $500 for all three phones. This has been the worst experience with cell phones. When this phone crashes it erases info and does not restore the info. The other two phones crash when talking to others. Or will not receive phone calls. As I have said all I want is the money we have spent on these phones. I and my wife need a dependable phone to keep up with doctors appointments and my work. This is very important. I went back to where we bought the phones and they refer us to another cricket dealer or customer service. I have not gotten any satisfaction from either.Desired Settlement: I do not want another cricket phone. What my wife has spent, I would like to get it back. And we will be glad to return all 3 phones.

Business

Response:

October 1, 2013

Review: I purchased the phone in April of 2014 to upgrade my phone over a period of time I began having trouble with the phone charging I recently moved to North Carolina for my new residence October 1, 2014, I contacted Cricket wireless and was informed to return the device to the warranty office that was october14,2014 two weeks have passed and no response and no phone I called the tracking number and was informed that they have checked the phone and determined that their was water damage, unreal and they are not returning my phone and not replacing it, Now I'm stuck in a town with no means of communicating. please help me get my phone and/or replacementDesired Settlement: replacement as my warranty states please

Business

Response:

November 13, 2014Revdex.com

Review: I have/had been a happy Cricket customer for over 10 years. Over the past less than 2 days, I had been attempting to upgrade my cell phone online with no success - I had chosen to upgrade online for three reasons, there are web discounts on cell phones, there is not a physical store within over 2 hours from were I live, and there are no discounts available at the physical stores. After trying 8 different times to upgrade my cell in a 32 hour period - being told there was a problem with online ordering and to try again the next morning, being told there was no online problem with ordering, being told that a phone sales rep could help me finish my order and then that they only work with new customers, to having my order walked through with by both service reps and supervisors, to being offered a 10$ credit on my next bill, to being told that even though you can go through the process of upgrading you cell online you really can't and need t go to a physical store to purchase one at full cost. After finally finding out that piece of information, I was offered a month of free service...ummm, not helpful when what I need is an upgrade for my 3+ year old cell phone. Upon asking what Cricket would do to keep me happy and a customer, their reply was the free month of service but that I would have to go to Cricket store to pay full price for a phone upgrade...again, a 4+ hour round trip drive to get to one. Through the over 2 hours of phone conversations with customer service reps, supervisors, and the customer service manager on duty - all were trying to talk over me when I was talking, condescending, transferring me back and forth. The final customer service rep I talked to was the only helpful one I dealt with all day, and she un-enrolled me from the auto payment feature. What would have made me happiest would have been to get either someone to help me order the upgrade phone at the web price, or to have one sent to me at no cost. Honestly, it's too late for either of those options...even though I cannot have my current payment for service refunded to me, I have already spent the same amount of money on a new cell and plan from a competitor. And yes, due to my extreme unhappiness, I also inquired about having my payment for service refunded to me so that I could get better service somewhere else. One of the things I'm very disappointed with is that the website leads a current customer to believe they can upgrade their cell online when that feature of the site actually has never worked...I spent over 30 hours trying to upgrade online, only to be told current customers can't upgrade and that I had to pay full price at a store over 2 hours away from me in order to get a new phone. It's a total example of false advertising.Desired Settlement: Refund of my Dec 17, 2013 payment for service for Dec 22, 2014 through Jan 21, 2014Compensation for the 30+ hours of run-aroundCompensation for ordering new cell and plan from a competitor

Business

Response:

January 2, 2014

Review: Cricket took a week to unlock my acct. When it was unlocked the rep added two phones and changed rate plans for me. She said it would be free. Now they disconnected my service for a past charge that couldn't be there, as I pay my bill monthly.They say instead of paying past charges(that I know I can't have), I can just pay $150 to reactivate my 3lines of service.Desired Settlement: I would like the charges to be removed from my account and my phones reactivated for free. This is cricket's fault, not mine.

Business

Response:

January 2, 2014

Review: The number has nothing to do with it. I called the customers. service on the 2nd of this month to get the number switched. to my ex name. had it all set up they never told me it would be dissconnected or that he would have to pay for it again. the credited. my account. with 50 never said anything . we got everything. switched back to my name they said nothing about tsking the credit. back. I called the number and they were rude. cussed me out.Desired Settlement: I want the credit backthey never explained everything today. they shoukd of on the 2nd

Business

Response:

Review: I paid the second month on 11-13-13 $57. no receipt was given, their printer was not working. my service was disconnected a couple of days later. I called cricket, not the store, and there was no payment made on my account. I called the store that I paid at (cricket wireless inside bassett mall) and they reactivated and said it will work. a week later my service was off again. I went in person and they assured me it was on and no more problems. it has been a week and it is off again. today, 11-30-13, they said it should have no problems until the 15 of december but I have serious doubts.Desired Settlement: full refund on phone and on the month that I paid

Business

Response:

December 10, 2013

Review: I purchased this phone for my 15year old son (phone number [redacted]) with the understanding that he could download music for free and listen to music anytime he wanted too.He came to me and said he couldn't get his Muve Music to work so I called their (Crickets)customer service number to get it fixed and they said he needed to log into his Google account. So I informed him of this and left the issue alone he in turn left it alone also and began listening to his music off Youtube instead of his Muve Music which was supposed to have been a feature on that particular phone (handset)with activation. I later learned that he never was able to get the Muve Music to work and just didn't want to bother me with it, even though I was paying for extra for this plan in which Muve Music worked. Now a year later I learned (through customer service 4/19/2013@ 8pm) that the Muve Music doesn't work on this handset and is no longer featured on it even though I have paid extra for it for over a year now. I was told by customer service that they dropped this feature from this phone and didn't bother to advise me of this. I did call the store the day after 4/20/2013@2pm that they could possibly change out the memory card and get the Muve Music to work. None the less I have been paying for a feature for over a year that my son was never able to utilize and I don't feel that this is fair. When I purchased the phone I asked for a phone which had Muve Music on it and was presented with this phone, I purchased two phones on the same day thinking that both phones had Muve Music. Otherwise I would have purchased a different phone, one that did have this feature. I have three phones with this company and have been a long time paying customer.Desired Settlement: I would like some kind of refund for the payments I made for the entire year I feel I should be compensated for paying for a feature that was not available. I started out paying $65 a month and midway I believe sometime after August I was allowed to change to the $50 plan. I would like to be compensated by recieving free service for a few months since I was paying for a service I never received.

Business

Response:

April

29, 2013

RevDex.com

Online

Complaint

Dear

Sir/Madam:

This

correspondence is in reference to a complaint filed by [redacted] regarding

Muve music service. Ms. [redacted] states that she purchased a phone for her son

with the understanding that he could download and listen to music for free

using Cricket’s Muve music. She states that her son was not able to get the

Muve music application to work on his phone after several attempts to fix it.

Ms. [redacted] states that she was paying extra for the Muve music plan for over a

year, unaware that her son was unable to use the feature. She states that she called Cricket’s customer

service on April 19, 2013 and learned that her son’s device is no longer

featured with Muve music. She states that the store offered to change out the

memory card in the phone, and that could possibly fix the problem. Ms. [redacted]

is requesting a refund for the payments she has made for the entire year,

because she feels it is unfair to have paid for a feature that did not work as

expected.

We

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

Cricket strives to provide excellent customer service at all times, and we

regret when that high standard is not met.

To

promote the best overall customer experience, the ZTE Score was repositioned as

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

processing speed and memory associated with the Muve Music and data

applications. While the ZTE Score can still support data applications,

Cricket strongly recommends Ms. [redacted] consider purchasing an alternate phone

if she would like to use a smartphone in conjunction with Muve Music.

We

spoke to Ms. [redacted] on April 29, 2013 to let her know that we received her

complaint and after reviewing her account we have calculated that Ms. [redacted]

paid in excess of $95.00 for a rate plan that was not required for the

particular device that her son was using. Ms. [redacted] is a valued customer and

we offered her a credit in the amount of $95.00 to settle this complaint. Ms.

[redacted] agreed to this credit and appreciated the call regarding her complaint.

We

thank Ms. [redacted] for her communication and we trust that this action properly

addresses her concern.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: My boyfriend and I went to Cricket in [redacted] last Wednesday to have a Sprint phone flashed over to Cricket and have my current # put on it, total cost $55. I was told it would take an hour, we left and went back.. When we got back to pick it up, [redacted] told us that it couldn't be flashed because the charger port was broken (to my knowledge it wasn't) but he said he could send it off for repairs.. I was apprehensive in doing so b/c they took 3 weeks with my last phone and didn't repair it (I filed a Revdex.com complaint against them then too), [redacted] said it would take 2-3 days and he would have them repair it free of charge due to the experience last time. We had already paid for the flash and exchange so he said he would send it off and when it came in I could pick it up, the exchange would be done and I would be good to go. I went there 5 days later because I had not received a call regarding the Sprint phone.. [redacted] who is supposedly the mgr was there and he said it still wasn't done, he would be doing it that night I could pick it up 10am Tuesday. I go back Tuesday around 12 and was told the repair was done but due to something he did the flash I had already paid for couldn't be done. I demanded my $55 back. I was told he wasn't given it back because I did not pay for the repair. I informed him [redacted] told me there would be no charge so Im not paying it and I want all my money back since they did not do what I paid for. I called the owner and told him what the problem was and he told me he would call [redacted] and settle it and call me back. No return call. I called him again later. He informed me [redacted] was no longer working there because he wasn't authorized to tell me no charge. I do not feel that that is my problem and I want my money back! He said he still had not spoken to [redacted]. How is that if he fired [redacted] and both [redacted] and [redacted] were in the store at 12 when I confronted them and demanded my refund. Neither [redacted] or [redacted] (the owner) has returned my call or money, which I still want returned.Desired Settlement: I want my $55 back!

Business

Response:

September 26, 2013

Review: In January I paid $55.00 to cricket wireless over their website. An error code of [redacted] appeared on screen & told me the payment couldn't post at that time. A few hours later I tried again. I received 1 confirmation & email stating id posted payment for $55.00. When I looked at my bank account cricket had actually taken 2 payments. I contacted cricket & was told to fax my bank account statement showing the 2 payments, which I did. After cricket received that info they still refused to refund the extra unauthorized payment & even denied taking that payment even though it was withdrawn from my account. I had to shut my personal bank account down & dispute the charge. Now in February they still havnt refunded the 2nd unauthorized $55.00 to my account & they will not allow me to pay my bill this month, because they shut my cricket account down (even though I still have service at moment & received a bill for this upcoming month)& are forcing an end of service which they told me is because I disputed last months charge. I am also paid up to date. A representative at cricket told me if I pay them $60.00 they will open my account back up. Cricket isn't supposed to work like that. You don't have to pay to open accounts. & my account is paid up to date & shouldn't b closed. Cricket is simply trying to lose this customer of 5 years because they made a major error taking payment that was t authorizedDesired Settlement: $55.00. & they should b investigated.

Business

Response:

March 4, 2014

Review: I recently moved to NYC. After 3-4 months being in NYC, I decided to change my number. I called the Cricket support team, and was told this would not be a problem. When I connected to a support representative, I told her that I was looking to change my number to a number that is in NYC. She said that would not be a problem and stated that it would be a 15 dollar fee. I authorized the fee and was somehow disconnected from the representative. I called back and was connected to a different representative this time. After giving the representative my number and 4 digit pin, he stated that this was incorrect information, in which I told him that this was the same exact information I gave the person prior to talking with him. He then hung up on me. I called back and got another representative and this time I asked to speak with a supervisor regarding my prior phone call. He refused to let me speak with a supervisor and I was told to go to a store location in order to resolve any of my issues.I decided to then engage someone on online chat. This person was not able to pull up my information with the phone number and pin as well, but we were able to do so with an account number. It turns out, my number was changed, however, it was changed to another Orlando number. I informed her that I was displeased with the service and would just like to get my old number back and get a refund on top of canceling my service with them. Moreover, I was told that I should turn off auto pay and wait 60 days for my service to cancel and they can't provide me with a cancellation confirmation. I was then turned over to someone else in which I stated my case and he stated that they do not issue any refunds.I hoping for help with a refund due to their mishap and confirmation of cancellation of my service. Thank you.[redacted]Desired Settlement: I hoping for help with a refund of $15 due to their mishap and confirmation of cancellation of my service.

Business

Response:

July 28, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states that he recently moved to New York and decided to change his phone number. He paid the $15.00 fee to change his number but he was disconnected from the Customer Support Representative. When he called back, he spoke to another Customer Support Representative, who would not accept his account PIN. He made several attempts to contact Cricket to resolve this, and after chatting with Customer Support online he found that his phone number was changed, but it was changed to another Florida phone number, and not New York. Mr. [redacted] requests to retain his old phone number, cancel his service and receive a $15.00 refund.

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

As of July 28, 2014, Mr. [redacted] Cricket account remains open. We are unable to execute account changes via agency correspondence. If he wishes to discontinue his service, we ask that he contact ###-###-#### or visit his nearest Cricket store. His account security question or PIN must be verified before any change can be completed.

Regrettably, we are unable to issue a refund to Mr. [redacted]. Monthly service charges and fees are nonrefundable per our Terms and Conditions of Service (www.cricketwireless.com/terms). We have issued a $15.00 courtesy credit to Mr. [redacted]’ Cricket account. If he wishes to restore his previous phone number, we ask that he contact Customer Support at ###-###-####.

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

Regards,

Corporate Customer Relations

6380 S. Fiddler’s 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.

To whom it may concern,