Cricket Communications Inc

Review: On April 4th, 2013, I attempted to pay my bill of $65.00 online using my debit card but received a prompt that read; "we are sorry but your request cannot be processed at this time, please try again later" So I tried again later and received the same prompt. Then the prompt read, "for furter assistance, please call customer service" and it gave an 800 number so I called it and successfully paid my bill over the phone using the same debit card that I was trying to use to make the online payment. However, when I checked my bank activity statement, I realized that Cricket did indeed take the online payment AND the phone payment, so they got a double payment from me. Both amounts were posted to [redacted] Cricket. When I called them, they said they only took the amount once - I called them several times. They said it was my bank's fault. So I went to my bank, several times, and my bank insisted that [redacted] Cricket took two payments, both posted, both amounts deducted from my account. I called Cricket again and they said that if I fax a copy of my bank statement to them showing both amounts deducted that they would do 1 of 2 things, they would either credit me the amount of the extra payment or apply it to my next bill. So I immediately faxed my statement over, in fact the employee at the bank did it for me, then I got a call from Cricket the next day saying they were denying my request with no reason. I am extremely frustrated. The proof is in black and white that they took a double payment on April 4th, 2013.Desired Settlement: I would like for [redacted] Cricket to credit (refund) me the money for the extra payment, or apply it to my next bill. I'm paying my bill tomorrow for the month of June, 2013, so if they could apply it to July of 2013, that would be awesome.

Business

Response:

Review: phone was suppose to have insurance never got put on account phone is now broke paid my current bill they informed me no refund would take place for June bill

phone was suppose to have insurance never got put on account phone is now broke paid my current bill they informed me no refund would take place for June bill....

my cell phone broke the first cant get threw to reps to give me aa refund on my bill for 43 dollars they put a ticket number in and they denied it your insurance company esecuirtel is refusing to ship me a phone that still under warranty there for im asking for my refund back and reps threw phone are hard to get a hold of

my cell phone broke the first cant get threw to reps to give me aa refund on my bill for 43 dollars they put a ticket number in and they denied it your insurance company esecuirtel is refusing to ship me a phone that still under warranty there for im asking for my refund back and reps threw phone are hard to get a hold of I want refund I want my refund im disabled in wheel chair and that was my disability money that you guys now stealingDesired Settlement: see Attached document

Business

Response:

June 18, 2013

Review: I bought a cell phone online from www.mycricket.com. I received the phone in decent time and everything seemed fine. A few days passed and I noticed I had an issue with the phone I bought (ALCATEL Authority). I returned the phone with the INSTRUCTIONS I RECEIVED FROM CRICKET CUSTOMER SERVICE and sent the package to "[redacted]" which is the address you use to return a product which is explained on Cricket's website. I used USPS to do so on February 13 2013. Cricket let me know that with in 30 days I would receive my refund. On March 13 2013 I still did not have my money back(250$). I called and asked why I have not received my refund and they explained to me that the reason I have not received my refund is because I did not ask for a tracking number when I shipped them back the phone so they said there is no way for us to know if we have the package and that unless you get a tracking number you wont get your refund. I explained to them that I called Cricket right before I returned the phone to make sure I did what I was supposed to and explained to him that they failed to tell me that I must have a tracking number. They told me to put the address on the box and ship it back. His exact words to me were "It's that easy".... So I feel they should be held responsible and not me. They were all very rude and each one would transfer me to different people who refused to look any further into helping me. I lost 250$ because I did not get my refund and another 250 because I had to buy another phone because the one I sent back was broke in the first place. I lost the USPS receipt from when I mailed it back but I used my debit card to pay for both so I have bank statements from cricket and USPS as proof that I did send this phone back. It's had been 6 months and I do not have my refund nor do I know who has the phone at this point.Desired Settlement: I want little trouble. Just my refund is all I ask. I'm a full time student and work full time at a Hospital so any help is appreciated. Just want this to get resolved.

Business

Response:

September 6, 2013

Review: On Friday, September 6, 2013 at around 3:00 p.m. I entered the store waited in line only to be told by store employee [redacted]. that he didnt know how to do a refund that the store manager [redacted] was on lunch and picking up her child from school or daycare. I asked him what was I suppose to do drive back the 11.4 mi, and14 mins. it took me to get there and then return? What type of customer service is that? He called her and she attempted to walk him through the process which he had to send an email to someone and wait for a refund code, he received the code but chose the swap option so the system thought he was doing an exchange. Meanwhile, the store is getting other guests, and finally in walks [redacted] who was rude and nasty, She did not acknowledge not one of the guests and proceeded to fix everyones issue but mine, speaking in Spanish to the Hispanic customers in an English speaking country which is rude, we are not in [redacted] and I should not have to try and figure out what someone is saying or if they are speaking about me. This was unprofessional behavior [redacted] carried on with one guest while I stood there still waiting. Other guests even commented on what I was waiting for and [redacted] nastily said another refund code, no one explained to me what happed to the first two codes, I waited and waited then [redacted] had to call someone else to get yet another refund code and I was still standing in the corner. At 4:10 pm. [redacted] finally gave me a refund of $86.80, no refund for the shield that was returned with the phone, no refund for the case for the phone I am returning which I cannot use, no refund for the insurance I paid for the new phone so I guess I now have insurance on my old phone. If I dont have insurance on my account, shouldnt I receive a refund for that too. My receipt states I am on the $70 plan but [redacted] said that does not mean that it is just something on the receipt? What? And Why is this on the receipt if it doesnt mean anything? Now ask me who apologized to me, not [redacted] said he was sorry but then I had to give him my phone number 5 times. He did not have the presence of mind to write this down but instead keep asking the customer what is your phone number again)? This was a nightmare of an experience. I am curious how did [redacted] get her job? She lacks customer service skills, her hair was uncombed, her clothes wrinkled and messy for a representative of any company? Needless to say I will not do business with any [redacted] and will pass that information along to all social media outlets about my experience. I have been in Customer Service for 33 years and have never treated another human being with the lack of disrespect I was shown by the Manager at this location. I want a full refund for the case, the shield and the prorated insurance charges, if my account doesnt have insurance then what did I pay for? Total refund requested: $32.56 + taxDesired Settlement: Refund for $32.56 + tax

Business

Response:

September 19, 2013

Review: On 10/10/13 I attempted to make my partial (bridge) pymt of $17 online through my account. I was unable to do so, because the system kept taking me back to the main payment screen and giving me a message that stated "You must enter a payment amount. Invalid Amount. Flex Bucket must be purchased inn the amount of $5, $10, or $15." I tried again on 10/11 & again on 10/12 to make my payment online only to get the same message and encounter the same problems. On 10/12 I called in to speak with a representative on 10/12 because of t he same problem with the website. She apologized for the inconvenience and waived the $5 processing fee for payment over the phone and took my payment (I was not comfortable doing this). On 10/17 I tried to pay my remaining balance of $55.17 online again and received the same message. This happened again on 10/18 & 19. I spoke with a supervisor and representative on 10/19 [redacted] (rep). I had to demand several times for her to put a supervisor on the phone, [redacted] (supervisor) was not very polite or helpful either. I had to explain several times the problem I was having before he understood. He finally gave me a 3 day ext and reinstated my services. I advised that if this problem occurred again, I would be calling back. And again on 10/21 I encounter the same problem as well as on 10/22. On 10/22 I spoke with [redacted] who gave me several different reasons for the system problem. I requested to speak with a supervisor and she put me on hold and then hung up on me. I called back and got a rep named [redacted] and told her I needed to speak with a supervisor and I was not explaining why again, she put [redacted] on the phone. I was not able to understand [redacted] clearly due to a language barrier and when I requested to speak to someone else she said I had to call back, I asked why, she then rudely put me on hold & transferred me back to the main que. [redacted] wasn't helpful and neither was [redacted] the supervisor. No one ever offered to put in a ticket to have this issue ckd until I spoke w/ [redacted].Desired Settlement: Due to the problem with the cricket website, I would like to be offered a credit for 1 months service. This problem has been ongoing since 10/10/13 first reported 10/12/13. I have spoken with several representatives and supervisors who were not at all helpful with the exception of 2 people. However at the same time, If I am giving you the same story regarding your website every time I call, a ticket should have been put in before now. My service has been interrupted 3 times in 1 wk.

Business

Response:

October 30, 2013

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: 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: 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: 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: I used my insurance claim back in May and received a Huawei ascend 2. That phone had charging issues. I did an insurance replacement exchange. Again received a Huawei ascend 2. I have done this phone exchange now with this make and model going on the 4TH time now because the Huawei ascend 2 I was sent on 5*14*14 has a software issue. The screen is discolored, it will not stay charged, the preloaded apps wont work, I cant link any email or other accounts. And now getting messages that the android acore has stopped unexpectedly and am having a time making out going calls. Imm has no file on me. Esecurtel says call warranty or Huawei. Customer service says call imm and escurtel. I have been gettinf the run around for 3 weeks with no help but to keep calling back. The issue is escalated to corporate wait for a response. I asked for 3 way calls to imm w/cricket or esecurtel and huawei. I was t old they dont have the means to call out. I am dissatisfied. I spend $40 towards a replacement and more in unsurance and weeks later still no working phone.Desired Settlement: I would like a new working phone. Not refurbished or a Huawei ascend 2. This was not the phone I HAD that was covered under insurance.

Business

Response:

June 25, 2014

Review: I have been a customer of Cricket Wireless for many years.Two days ago, I changed my phone number for personal reasons. The new number that I received brought with it endless telemarketing calls and spam text messages, all of which I could not 'unsubscribe' or opt out of receiving from. Because of this, I decided to change my number again. I am aware that in a 6-month period, customers can change their phone number two times. I went online, through the mycricket website, to change my number again. It was successful, and I received the new number confirmation. However, when trying to program my phone, it is unsuccessful. I get the same error message on screen each time: "Phone activation failed. You may need to find an area with better signal (near windows or outside). Try again or call customer service for more options." I have tried programming multiple times, with all 5 signal bars active, with 4, and with 3; I've tried inside and outside. Absolutely nothing has worked to go through with the programming. Yesterday, the day that I made this phone number change, I spoke with 2 different customer service tech reps, both of whom were unable to fix the situation. Today, I did an online chat with another rep; the issue still was not resolved. I called the customer service tech help once again, only to tell the entirety of my dilemma to 5 different reps, each unable to help me. The final representative, who gave the most help, offered me a solution: drive over an hour and a half away, to the largest city in my state, to see if my phone will program once I am in that area. If it doesn't? I guess boo-hoo to me. I am beyond aggravated that my phone has not been working for the last 24 hours, and that I've now gone through 7 associates whom are unable to provide me with an answer or help. I use my phone for work, school, and of course personal use, so it is imperative to have it up and running. I would gladly email the company, but only a 'chat now' and 'call us' option is available on their website.Desired Settlement: I have never experienced issues with my phone nor service in the past. The level of tech support available to customers did not resolve my issue. I paid over $700 for this phone a year ago. As I am not willing to, nor can I afford to (minimum-wage earning college student here) purchase a new phone, I'd like a replacement device, since clearly the service is no longer efficient. This situation is giving me many frustrations and difficulties. At minimum I do want some kind of resolution.

Business

Response:

November

21, 2014

Revdex.com

Review: CRICKET DOESNT OFFE ANY REFUNDS FOR ANY REASON.NO FULLY FUNCTIONING SERVICE INT THERE FAULT APPARENTLY .THEIR CUSTOMER SERVICE SUCKS AND THEY STEAL MONEY WITHOUT PROVIDING FULLY FUNCTIONING SERVICE.THEY SAY THEY ARENT A REFUND COMPANY AND THAT;S THEIR POLICY FOR NO REFUNDS ON SERVICE THEY STEAL MONEY. I switched from [redacted] to Cricket'S 60$ PLAN. BIG MISTAKE.I bought a [redacted] unlocked note 4, an [redacted] note 4, and I even tried a cricket galaxy s5 for giggles. In the end, all phones were tried with neither offering me service From the very first day I switched to Cricket, I did not have either internet or fully functioning service anywhere.I switched from the [redacted] phone to the [redacted] phone to the s5 and still the same issues. Even after asking cricket "should I choose to use the [redacted] phone(thinking this may be the best option in order for me to keep the note 4 in use), is all I have to do is place my sim card in it?" They replied "yes." Well even after I put my sim card in it, I still had no internet- as this was part of my ongoing problem.At times when I wasn't even able to load GOOGLE, I would make calls, but when I made a call the globe sign would have a red line through it each time I made a call. And calls werent made using 4g but some other line that began with an E.Whatever the case, internet and hone were never working together. I missed alot of phone calls and texts I even went to another cricket store, which said they couldn't do anything bc they were not the ones to activate me.They further blamed the original store for improper activation. They said I, yes I I I, could call the 1800 number.Furthermore I have been disconnected multiple times while on customer service. Oh,by the way, I swtiched from [redacted] to cricket 3 days after they were giving away 100$ for those who swtiched from [redacted] or [redacted].Did cricket even venture to appease my concern for that,No. ALL I CAN SAY IS THEIR CUSTOMER SERVICE SUCKS AND THEY STEAL MONEY WITHOUT PROVIDING FULLY FUNCTIONING SERVICEDesired Settlement: I WOULD LIKE MY ACTIVATION FEE AND PRO PLAN PREPAID CHARGE BACK AS WELL.BUT NOONE FROM CRICKET WIRELESS SEEMS TO BELIEVE THAT REFUNDS FOR NOT RECEIVING FULLY FUNCTIONING SERVICE AFTER 4 DAYS OF [redacted]EMPTS BY 2 DIFFERENT STORES AND THE 1800 LINE ITSELF, IS VALID FOR A REFUND. I HOPE THE PUBLIC READS THIS AND DOES NOT JOIN CRICKET WIRELESS.

Business

Response:

November 25, 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] in regards to a refund for his Cricket service. In his complaint, Mr. [redacted] claims he was unable to get assistance from a cricket store for his data and calling issues. Mr. [redacted] is requesting a refund for his Cricket activation and service fees.

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.

After reviewing Mr. [redacted]’s account, we did not find any record that he reported his technical issues to our technical support team for troubleshooting. Mr. [redacted]’s account is currently cancelled.

Cricket does not issue refunds because Cricket offers unlimited minutes per month. After you have entered into your next 30 days of service, you are responsible for payment of that full 30-day bill cycle. Per our Terms and Conditions of Service, amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If an account is suspended or cancelled, for any reason, any remaining balance will be forfeited. Cricket’s Terms and Conditions can be found at www.cricketwireless.com/terms and Cricket recommends all customers check our website from time to time as these Terms & Conditions may have changed. These Terms and Conditions require the use of arbitration and an individual basis to resolve disputes, rather than jury trials or class actions. These Terms and Conditions limit our liability and the remedies available to you in the event of a dispute. Based on these Terms and Conditions, Cricket will not be providing a refund for neither Mr. [redacted]’s service nor his activation fees.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

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

it is very clear that the cricket communications will lie to people and the public about true happenings. It is impossible that I could be this irrate and not have even talked to a technical support team???I called the very first day I was part of cricket and having been on the phoNE for two hours-being hung up on and my phone going in and out of service. [redacted]Post this response on the Revdex.com board[redacted] It is impossible I would not have thought of calling and asking to talk to the technical support team.Come to think of it I asked for them,I asked for managers toooooo, and the person answering the general call "happened" to be technical support too and wouldn't fully connect me to management (meaning they would hang up on me). VricketDo you think I could have made up the fact that your people said they would call me back after doing what they told me to do and then restart my phone -needless to say they never called. Or when I got disconnected for the 3rd time I made sure the 4th time I asked" if my phone drops this call I ask you call me back"-yet again no callAnd if I was mistaken, which Im not because I am of sound body and mind, and there is an actual technical support team.WHY DIDN'T YOUR TEAM DIRECT ME TOWARDS THEM IF THEY WEREN'T SOLVING MY PROBLEM AND IT STILL REMAINED????even the cricket where I got my phone, the employee who opened my acct will vouch for meBut don't go so far as to call her without me actually being there to hear what you crooked people say to manipulate the truth -if you were thinking of calling her. So basically your own store said it wasn't right that I didn't receive full service aat any given moment within the 4.days of having it. They witnessed while I was at a CRICKET sstore I didn't have service but had WiFi Internet lol going off their wifi. And also within the 4 days your customer support team couldn't think of forwarding me to technical support. Food for thought, I am a registered respiratory therapist, a registered nurse, and now getting a master's in forensics......I think I know my facts. You guys weren't even there to go through what I went through!!! And you are content with stealing my money for service I never received. Oh ,but my [redacted] service works brilliantly in my house when Cricket did not!!!! You guys are theives. You don't even give a.grave period to.try out the new.company's service. You're just like "here take out sy service, give us your 100$,and too bad so sad but if it doesn't work for you and our customer support doesn't know how to fix it nor our stores, that sucks for you."That is cricket's credo. I want my 100$ back for [redacted] Regards,

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: 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: Cricket Service is HORRIBLE, The payment center was down an I was unable to make a payment and they won't extend my Bridge Pay. The fact that there is no way to contact the Corp Office or at least that is what the customer service on 611 says, they are extremely rude when you have an issue, they do not correct things that they need to correct and make it seem like everything is your fault, I truly hate this company, I originally thought ok cool company, now that I have been going through quite a bit... I HATE it. There is no way a customer rep should belittle or talk to a customer the way they get a way with speaking to people.Desired Settlement: I want a credit on my account, enough to allow me to use my phone again. I absolutely hate Cricket.

Business

Response:

June 11, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states that Cricket’s payment center was down when she attempted to make a payment. She states that Cricket will not allow her to extend her bill with a Bridge Pay. She states that there is no way to contact the corporate office, and is unhappy with her Cricket service. Ms. [redacted] states that she did not receive adequate customer service. She is requesting a credit for her past due balance, to reinstate her service.

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

We attempted to contact Ms. [redacted] on June 11, 2013, to discuss her complaint in detail. We were unable to reach her because her account is suspended and an alternate contact number was not provided in her complaint.

If Ms. [redacted] would like to discuss her account and billing details we recommend that she visit her nearest corporate owned Cricket location at [redacted]. When Ms. [redacted] visits this location she will be able to discuss her bill, payment options and address any complaints regarding the customer service she received previously.

We are unable to fulfill Ms. [redacted]’s request for a credit to reinstate her service. Ms. [redacted] has a past due balance of $132.10 that must be paid in order to bring her account current and reinstate her service. We are unable to offer Ms. [redacted] any additional extensions or Bridge Pay extensions because of her outstanding balance.

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: Failure to complete requested (and promised) refund of pre-paid services.Desired Settlement: I would like to be refunded the $224 that was requested and verified 5/14/2013. They told me it would arrive in check form in 10-14 days. They have notes in their computer from that date regarding this transaction. They have since charged me another month even though I originally paid 3 months in advance because they offered fourth month free with 3 months prepaid.

Business

Response:

June 18, 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: 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: 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: Charging customers monthly fee by the due date plus additional three dollars to the monthly bill and if paid before due date another monthly fee is added to the accountDesired Settlement: Ripping customers off on payment charges

Business

Response:

August 15, 2013