Cricket Communications Inc

Review: I got the phone (Samsung) on December 23, 2013 and it will not work. I took it back December 26, 2013. I took it back and he didn't trouble shoot it and said "do you want your money back". I said no I want a phone that works. [redacted] (salesman)said he would order one and call me. I want a new phone not another one that is refurbished. I called the Cricket hot line and they can't find my phone anywhere. Cell number [redacted]. He said he would call me when another phone came in. I called him back and he isn't answering.Desired Settlement: I want a new phone now.

Business

Response:

January 14, 2014

Review: I originally purchased the Galexy S3 because advertising that stated they were on the 4G [redacted]. Only for months to continue to be told its coming soon. Then to hear within a year. Well that time hadn't come when I was finally able to locate the actual corporate site on Ball Street in MO. I expressed my issue with a guy named John. He explained that 4G is coming and AT@T will be buying them out and will be on the AT@T [redacted]. If was agreed that I world receive a credit for the months I paid and a discount on an upgraded phone when the switch was made. Now AT@T has purchased Cricket and they now operate under [redacted]. In order fir me to be on the new Cricket I have to purchase a new phone which would allow me to be on the 4G [redacted]. I don't understand why I have to number one why I have to purchase a new phone when companies merged our whatever. Secondly I was told I would get a discount. I have received nothing but lies due to there false advertising 4G which they didn't receive until a month or so ago. Also the customer service sucks.Desired Settlement: I feel that Cricket, [redacted], AT@T or whatever the company name currently is should provide me with a free upgraded phone from my Galexy S3 and be on the new Cricket [redacted] without having to purchase anything.

Business

Response:

September 26, 2014

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: The first thing that happened was a text from cricket to my cell phone stating I had 3 days to pay my bill. This was on Fri. march 28,2014. So, Sat.March 29,2014; I received another text from cricket stating I had 2 days to pay my bill and my balance was $35.00 bank acct. #[redacted] payment method on 2014-03-31...Mar. 29,3:42pm. I sent a text back to cricket stating "payment bank acct. [redacted] for 35.00. they sent text back to me stating paygo top up was successful??? your new balance is $35.00; 911:$.88; total: $35.88.I text back add .88 cents to payment. Cricket texted back to me and said paygo top was successful; your new acct. balance $123.00.(top-up: $88.00)--911$2.20;total $90.20) I texted back HEY .88 cents only!!!Then cricket texted back and said" WE DO NOT UNDERSTAND YOUR MESSAGE...PLEASE CALL CRICKET" I then called cricket and spoke to " MAY"in [redacted] and told her "do not take $88.00 out of my account"I will be overdrawn ...I only have $40.00 in bank to cover my phone bill. I live on a budget!! OVER and over I tried to get my money back and I called my bank and I told them what was happening. I called cricket and talked to [redacted] and then "[redacted] on Sunday and a manager" [redacted] on Monday; each one told me they put in for my refund and that it would take 24 to 48 hours for it to go back into my bank.I said cancel my account and close out everything!!! I don't want anything to do with cricket and I am going to report you to B.B.B.!! .Tuesday I received an e-mail from cricket stating they don't give refunds!!! Then I called my bank to help me.They are investigating it now....It is April 2,2014...please help if you can...I am on unemployment and live on a tight budget, that is why I have a cheap little flip-phone and use cricket for $35.00 a month.They owe me $126.08!!Desired Settlement: $126.08... just what they took from me...without permission...I'll find some other phone company to use and pay in person!!!Thanks for whatever you can do!!! English was all these peoples second language..it was a big communication problem. [redacted]

Business

Response:

April 15, 2014

Review: Crickets coverage map shows 3g coverage over where I live and where I work in Midway GA. I bought a phone with $45 unlimited talk/text plan just to get home and have no service except emergency calls only. I spent two hours with customer service on 08-02-2014 and they could not help but said they would turn over to I.T to see if they could work it out and to call back the next day. On 08-03-2014, I still had no coverage and called customer service back (on another phone, of course) and they still could not work anything out. They then refused to pay back anything except on the equipment itself. I went to work on 08-04-2014 and found out the I could not get service Inside the Midway city limits at work. I took everything back to store where I bought it. The store gave me my money back on the phone, but refused to give me a refund on the service or even the activation fee. Service initial payment was $50 ($45 with auto refill) and activation fee was $25. With no service, I cancelled the auto refill. I am out of $75. My complaint is two fold: 1) their so called coverage map is false! As far as I'm concerned that is false advertising!; and 2) They should offer full refund if they cannot provide the service we are paying for!Desired Settlement: I want a refund of $75!

Business

Response:

August

8, 2014

Revdex.com

Review: On March 2, 2014, I placed an order for an upgraded phone for my account--a Samsung Galaxy SIII for the price of $303.44. I received a confirmation email that said processing would take up to 48 hours, after which I would receive an email with shipping information. By March 12, the phone still hadn't shipped. When I called to inquire about the order status, I was informed that the phone was back-ordered and unavailable. I asked to cancel the order, but the call was disconnected before it was completed. I called a second time to confirm that the order had been canceled, and discovered shortly after the call was completed that I had been charged for the phone. I called a third time to confirm that a refund would be processed for the phone that had not shipped and was apparently back-ordered. When the funds were returned to my account on March 13, I called and disconnected my phone service with Cricket. On March 29, 2014, I was charged $303.44 again. I called customer service to ask that my money be returned and to confirm that the order had been canceled. I was informed the order had indeed been canceled, and when I asked how I could be sure I wouldn't be charged in the future, the gentleman with Cricket told me I could have my bank block charges. I should not need to take action with my bank in order to prevent charges for an item that was never shipped and an order that was canceled weeks before.Desired Settlement: I would like a full refund of my money along with written confirmation that the order has been canceled, as well as some sort of guarantee that my account will not continue to be charged.

Business

Response:

April 11, 2014

Review: PLAN FOR 4S PHONE AT CRICKET FOR [redacted]. I'VE MADE SEVERAL PAYMENT NONE OF WHICH ARE POSTED OR ACCESSSBLE. NO TECH SUPPORT AVAILABLE FOR DESCREPENCIES - WHILE IN HOSPITAL IN NOV 13 MADE AUTHORIZED PHONE PAYMENT FOR 100.00 IT NEVER POSTED YET MY CREDIT CARD WAS DEBITED 466.00 FOR ELECTTRONICS SHIPPED TO [redacted]!SENT $125 MONEY ORDER NEVER POSTED..HELP I SWITCHED TO ATT.Desired Settlement: NEVER POSTED PAYMENTS NO CREDIBLE CUSTOMER SERVICE I HAVE FAXED AND MAILED RECEIPTS OF PAYMENTS UNTIL TIRED STILL NO ACCURATE PAYMENT HISTORY ON THEIR END. I WOULD LIKE A FULL REFUND ALSO THERE IS AN INVESTIGATION REGARDING CREDIT CARD FRAUD AFTER USING OUR CREDIT UNION CARD NO PAYMENT POSTED YET AT CHRISTMAS OVER $466. OF ELECTRONICS WERE PURCHASED AND SENT TO [redacted] NEVER BEFORE IN 38 YEARS HAVE I EVER HAD THIS OCCUR ON BANK INFO AFTER MAKING A PAYMENT THAT NEVER POSTED!!!

Business

Response:

January 9, 2014

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: 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: I have had Cricket cell phone service for over 10 yrs. and had not had any problems. When my old phone was stolen, I purchased an upgraded one from the Cricket Store. Six months later, the device began to malfunction and this was verified while in the store. I contacted the warranty department for a replacement. Since I need the phone for work, I had to keep it until I received a new one. I was charged $527.00 and a partial shipping fee. I spoke with a manager to express my distaste and at a point I believe that he started laughing. I told him that this was not funny. The order was placed and I called the warranty departmentabout 5 days later to check the status of the phone. An inexperienced custo-mer rep. failed to place the order. The order was resubmitted at that time. A few days passed and I received a phone via UPS. It was a Gallexy 3 (cheaper phone)but, I had paid the full price for the Gallexy 4 which was $479.00 in the store! I called the warranty department from the cricket store and had to wait more than 20 min.for a service rep. I requested to speak with a manager 3 times and one NEVER came to the phone. I have been dealing with this issue since the beginning of July. It is July 16th and I still do not have a phone. I work in the field of criminal justice. It was a slight act of congress to reach the corporate office. They mentioned something about a "credit" once this has been corrected. I am livid because this is being taken so lightly. EXTREMELY POOR BUSINESS ETHICS and now THIEVES that have charged me for a product, failed to produce the product and failed to produce the product in a timely manner (Oh thats right.. I still havent received my phone). I frimly believe that tis was NOT a mistake at all on the part of the warehouse because I was overcharged, the manager laughed,the wrong phone was sent after the information was verified, a manager refuesed to come to the phone when I called the department again and im still waiting for it. I could have gone on a cruze...Desired Settlement: A sincere merchant would compensate a client for her time wasted on the phone . I was on the phone an average of about 20 minutes per call and I made several calls. (2) I purchased the device from Cricket and have/had Cricket phone service. I was limited regarding the use of the device which was a major inconvenience. (4) I was not treated well byanother inconvenience Cricket Warrany Dept. management. (5) $527.00 of my money is being held by Cricket & should be used for investment. let's see...

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 her complaint, Ms. [redacted] states her phone began to malfunction, so she contacted the warranty department for a replacement. She states she was charged $527.00 and a partial shipping fee. After 5 days she had not received a replacement, upon calling again she found that the order had not been submitted. Once it was resubmitted, she received a replacement phone but it was not the correct model. She called the warranty department and the representatives refused to connect her with a manager. Ms. [redacted] is requesting that Cricket compensate her for her time and inconvenience and she is requests that Cricket return her $527.00 payment.

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.

Our records show that our warranty support provider received her returned phone and shipped another replacement on July 18, 2014 to [redacted]., Baltimore, MD 21216 via FedEx tracking #[redacted]. This package was returned to sender. Ms. [redacted] will need to contact our warranty support department at ###-###-#### for details about her return and any funds that may have been held as a deposit. Regrettably, we are unable to intervene with this process, as all transactions are processed by [redacted], and not directly processed by Cricket. Due to the inconvenience this process has caused her, we have issued a $25.00 courtesy credit to Ms. [redacted]’s bill.

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.

Regards,

I was inconvenienced with a defective phone for about 27 days. I contacted the warranty department on several occasions. First, the order was not processed properly, second a chraper phonr was mailed to me and returned, third a refurbished phone was sent to me and I paid for a NEW phone origionally. I contacted the corporate office on three occasions. The corporate office trans' ferred my call to a rep. and I got a voicemail. I did not leave a message but, attempted to call back 4 times and each time, the phone rang and a message stating that the person that I was trying to reach did not have a voice mailbox. I firmly believe that my calls were being blocked. Cricket responded to Revdex.com after I paid my bill for the next month and offered a $25 credit wich is less than $1 per day. I would like a new gallexy 4 phone and fair refund. I will not deal with their untrustworthy warranty department. I would like to go to a cricket store of my choice, receive a new gallexy 4 (which I origionally purchased) and receive a fair refund for this long and major inconvenience. I will leave the phone at that cricket location. I do not want a credit because I do not plan to stay with cricket. I still do not have a fully functional phone and it is now 7/30/14... The trust is lost...

Business

Response:

August 1, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a rejection filed by [redacted]. In her rejection, Ms. [redacted] is requesting a new Galaxy S4 and a fair refund. She states that she will no longer work with Cricket’s warranty department and asks to obtain the new phone and refund at a local Cricket store of her choice.

Again, we apologize to Ms. [redacted] for any inconvenience or poor service she felt she received. However, our position on this matter remains the same.

We are unable to replace her phone by any other method. Ms. [redacted] will need to contact our warranty support department at ###-###-#### for details about her return and any funds that may have been held as a deposit. Regrettably, we are unable to intervene with this process, as all transactions are processed by [redacted], and not directly processed by Cricket.

We value Ms. [redacted]’s feedback and based on the aforementioned, we respectfully request that her complaint is closed at this time, as we are unable to assist further.

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

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: Asked for 2 bridge pay agreement which was granted but when I tried to pay they said I could not do it because the time limit has passed even though I was in the store 3 hours before 6pm my wife and I also just had a baby the very night they cut our phones off and I explained to multiple cricket service reps that we just had a baby they did not care and left our phones off we are outraged the we they treated us absolutely horrible people to do that to a family!!!!!Desired Settlement: We want a full credit on our account and refund of the purchase price of the prepaid cell phone we had to go buy just for family members to call us!!!!!!

Business

Response:

December 26, 2013

Review: On 03/11/2014 I wanted to add monies to my husband [redacted] phone b/c he was out of town receiving a [redacted] and he had no phone service so I looked up online the ways to add minute to his phone unaware of any of his plan information b/c we have being separated for over a year. I saw that you could add as little as 10.00 or as much as 300.00. I wanted to add the minimal amount so I purchased 10.00 worth of time using a credit card. After waiting awhile I called and the call didn't go through so after several tries and I continued to get the message telling me that my call could not be completed. I called cricket to ask for help in the matter. I spoke with a manger [redacted], who explained to me that b/c my husband has a smart phone that I needed to pay a monthly plan amount in order for the services to work. I explain to Mr. [redacted] that I was unable to pay an higher amount nor was interested in doing so. I just wanted to add a small amount as he is getting rid of the phone b/c of damages. After awhile I as [redacted] if he could just refund my card back the $10.00 as I would have never add monies that I thought I could not use nor will there be any monies added in the near future. He said that the terms was listed in the terms agreement concerning the plan. I agree that the terms where for the customers as I'm not a customer and I'm not familiar with what crickets terms and conditions may or may not be. I want to request my $10.00 plus tax total of 12.00 back because I paid for something that I wasn't aware that I could not or I'm not going to use in the near future. I continued to ask him if we would allowed a refund due to the fact that I was not knowledgeable of how any of Cricket's services work. I have a different wireless service provider. He apologize and was unwilling to refund the $10.00 plus tax and services fees totaling up to 12.00 being deducted from my card. The phone is in my husband's name [redacted] but, the card is in my name..Desired Settlement: Funds added back to the card or check for the amount of 12.00

Business

Response:

March 25, 2014

Review: I have had service for over a year my phone has always worked until august 30 so now I cannot use my phone and they are refusing to give me a refund of 86 dollars so I can go get a phone that works where I live.Desired Settlement: I just want my money back to get a phone that works in my area since cricket does not.

Business

Response:

September 16, 2013

Review: For too many years(approximately 3)I have had bad customer service with Cricket service, especially the one I visits a 2 or more times a month. The managers Steve told me that I causes problems everytime I come into there store. Instead of him walking empty boxes to the garbage. He could have assisted me when I entered. There's been many situations in the store, but it is in working distance from my home. The other agents and the manager [redacted] told me that I had to purchase a new cell in August 2014 for the 4G service. I had just purchased a cell in April 2014 that they had told me it was a 4G. After, about a month I realized that it displayed 3G. When I questioned Cricket they told me that they did not have 4G yet, but when they get 4G within a few. That I would be connect to the 4G. In August a friend had a Cricket cell that display 4G. The same day when I went to Cricket they said I had to purchase a new cell the cell I have does not have 4G. They lied.I purchased a new cell with 4G and was refunded all buy about $9.August 2014 I purchased this cell. October I was told that the battery died. I was just in the store the day prior. They just told me to come back the next day. That evening I had no cell.The next day the cell was still dead with I walked in. The told me that they did not have any batteries for the new Nokia 630 cells. The next day I was taking a flight out of town. I needed my cell.I went to [redacted]. They did not have the battery.So many complaints regarding the corrupted cricket cell service.Desired Settlement: Refund and better service.

Business

Response:

November 7, 2014

Revdex.com

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: On 8-29-2014, I went to Cricket to pay my cell phone bill. The cashier informed me that in March 2015 my phone will no longer work because of their switch with At and t connections. Therefore, she talked me into getting another phone. After I payed a total of $146.00, my cell bill is 68.00. I changed my mind about the new phone because it didn't tether. I use tethering to work my computer. No money was refunded, they told me once I purchased the new phone, I paid for activation! Did not refund me $78.00. I was told their new system can't undo transaction! So, they just kept my money. I asked to speak to the manager, she says I AM THE MANAGER! We can't do anything this is a new system! So I kept my original phone [redacted]Desired Settlement: I want a refund for the activation of a phone that I did not receive!

Business

Response:

September

16, 2014

Revdex.com

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: 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: I purchased a $250 Mercury Ice Huawei [redacted] from radio shack on sale for $150.00 with a $35.00 non deductible two year warranty. My phone recently started to act up, it's like someone is constantly pressing the power but no one is. Basically I can hardly do anything on the phone. I took the phone to the [redacted] I purchased it at. They gave me a Wireless Protection Plan Brochure and told me to call the number [redacted]. I called the number and they told me that my warranty doesn't work until a 1 year after the purchase date which [redacted] didn't explain originally, and it is still under the manufacture warranty call Huawei at [redacted]. I called Huawei the manufacturer and they said call [redacted]. I called [redacted] they said that they would replace the phone or send one similar and I would have to pay $20.00 for next day shipping I agreed. The next day a HTC Desire C came in the mail which is only worth $99.00 this phone completely different and also cheaper than the Huawei [redacted] the screen is much smaller, there is no front facing camera for video chat. All I want is for them to give me a phone that is similar. I did some research and found out that the [redacted] has a similar phone it is a ZTE Engage. [redacted] has a "Trade and Save Program" which is false advertisement because I took the brand new HTC Desire phone in box to [redacted] they told me the phone isn't worth anything and they wouldn't do any trades. So basically they told me I'm S.O.L stuck with a phone that I didn't buy which is completely different!!!! I feel like I was robbed with no gun. To settle the matter all they have to do is give me the ZTE engage or let me trade the HTC Desire C for it.Desired Settlement: To settle the matter all they have to do is give me the ZTE engage which is similar in many way's to the Mercury Ice Huawei [redacted] I originally bought or let me trade the HTC Desire C for it.

Business

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