Cricket Communications Inc

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: I was with a different carrier and wanted 4G so I decided to switch to cricket. I purchased the new Samsung Galaxy S4 for full retail price so I could get 4g. I was told my 4g would kick in after cricket finished merging with at&t. I have not been able to receive 4g service and now I'm being told I would have to purchase another phone to get the service. I contacted the headquarters in California and they tell me they have had many complaints about this but will not accommodate their customers. Cricket has misrepresented their products to many and do not want to own up to it.Desired Settlement: I would like a refund or the same make and model phone that works on the 4g network.

Business

Response:

July 10, 2014

Review: For the month of June, I've had difficulties of making my cell phone payments. I made a $17 bridge payment earlier this month at an authorized dealer on Thursday June 19, 2014 at 6:27pm. And by that next day morning my service was suspended. So then on Monday June 23, I made the payment on the remaining balance of $42.20 at another authorized dealer at 4:12pm. On both occasions the payments were made with cash. For the second occurrence my service was again suspended and I noticed it on June 28th. I was told to fax or email the a copy of my receipt to a seperate number and email I was given my the supervisor. I took FOUR pictures with my phone and emailed them to the email that I was given. I did this yesterday, and now I wake up to make a call and my service is interrupted again. And I'm INCONVENIENCED again. I was told I cant and/or wont receive any credit, due to it being their policy. Now, I'm told that I must go into where the payment was made. I already had my day planned with needed activities. And so, I'm being INCONVENIENCED once again. I dont want service with them any more. Also, I'll mention that when making the bridge payment on the 19th, I was told that cricket was brought by another company., a10. I've never had ANY PROBLEMS with any payments until this month. And this time its been too much, truly.Desired Settlement: I dont want cricket any longer, so, I seek to find another carrier as soon as possible. Coming to cricket I paid $400+, (dont remember the exact amount) to start service with cricket. I'm only going to let myself get screwed once, and I dont want the first time to occur. So, I will need enough to leave cricket and go to another cell provider. Unless, I can receive a sizable credit for all of the INCONVENIENCES, not $7.00 like I was told last week. I'll need a month or two of credit. SERIOUS!

Business

Response:

July 10, 2014

Review: my phone has been broken for a month and they only credit my account for 2 weeksDesired Settlement: at least a months worrh of service credited to myaccount

Business

Response:

July 14, 2014

Review: Cricket refused to put a supervisor on the line when I called numerous amounts of times. The store clerks are uneducated on the products they are selling. I got a flashed phone that was supposed to be a full flash but wasn't and the will not do anything about it. They changed my plan without my authorization and tried changing me for it. I never get good or even okay customer service when I call.Desired Settlement: N/A

Business

Response:

July 18, 2014

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: 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: 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,

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: 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: 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 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 wanted to downgrade my plan to just phone only and they wont allow me to keep my smartphone and only pay $25 p/m. It forces me to by another cheaper phone to have very basic phone only. Also, the company always encourages online payments, but their website wont work. My internet service is terrible. The videos never play and is very slow. MOSTLY their app on the phone says technical difficulties and they have THE WORST phone customer service Ive ever experienced often where I cannot understand the person. Their english is not good at all. I am so frusterated with this company and cant wait to use someone else.Desired Settlement: I would like to keep the phone I perchased from them and only have talk phone for $25 p/m.

Business

Response:

December 15, 2014Revdex.com

Review: ON 11-25-14 I went into the cricket wireless cell phone store to look for a new cell phone for my girlfriend who already has service thru them. I met with salesman [redacted] who showed me phones and we talked about my girlfriend being a current customer. [redacted] told me they will have the nokia 1320 on sale for black friday for $100.00 and it did not matter if my girlfriend was a current customer the price will be the same. [redacted] verified this with his manager [redacted] who was in the store also. [redacted] and [redacted] told me they are on order and they will hold one for me to buy Friday morning and to call before coming by to make sure phone was there. I took my girlfriend back to the store on 11-26-14 to the store to look at the dummy phone and talk to [redacted] again to see for sure if she wanted it. My girlfriend said yes and we talked to [redacted] confirming the price of the phone would be $100.00. [redacted] was there also. Everything was confirmed and we left. On 11-28-14 black Friday, I called the store and a female answered. I explained everything and she said she sold the last phone an hour ago. She told me the store owner a [redacted] would be informed what happened per my request. I called back little later and spoke with [redacted] about everything I was told. [redacted] said both his manager and salesman told me wrong and said he would not sell me the phone for $100.00. [redacted] said that deal was for new customers only and again said his employees were wrong. I told [redacted] I have it in writing what [redacted] said about existing customers could get this sale also. [redacted] told me too bad he is not going to honor what they told me. I told [redacted] I will file a complaint with Revdex.com. [redacted] said please do and that he does not care.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the Revdex.com to write [redacted] a letter and tell him this will be in a file against his business practices. My girlfriend and I bought a phone somewhere else.

Review: I HAD PURCHASED THE BROADBAND DEVICE FROM CRICKET COMMUNICATIONS SOME TIME AGO. SOMEHOW I WAS MYSTERIOUSLY SIGNED UP FOR AUTOMATIC PAYMENTS FROM MY CHECKING ACCOUNT. I NEVER SENT A REQUEST IN FOR THESE AUTOMATIC PAYMENTS NOR DID I GIVE PERMISSION OVER THE PHONE OR AT A STORE. I JUST RECENTLY FOUND OUT THAT THEY HAVE BEEN TAKING PAYMENTS OUT OF MY ACCOUNT FOR MONTHS AND I HAVE NOT USED THE BROADBAND SERVICE THIS YEAR. I ATTEMPTED CALLING SEVERAL TIMES AND THE SYSTEM ALWAYS HANGS UP ON ME. I FINALLY GOT SOMEONE ON THE TELEPHONE AND WAS TOLD THAT CRICKET DOES NOT ISSUE REFUNDS FOR AUTOMATIC PAYMENTS. I ASKED THEM TO LOOK UP THE LAST TIME THAT THE SERVICE WAS USED AND THEY REFUSED. CRICKET STOLE MONEY FROM MY ACCOUNT AND I WANT MY MONEY REFUNDED BACK TO ME.Desired Settlement: I WOULD LIKE A COMPLETE REFUND OF MY MONEY THAT WAS TAKEN WITHOUT MY AUTHORIZATION.

Business

Response:

August 28, 2013

Review: When at the store I was told I would have GREAT coverage in my area. I get home and I have only 1 bar of service, my internet would not work and my calls kept dropping. I called and tried various trouble shooting methods with the customer care rep but we came to the conclusion that the signal was not good due to poor coverage in my area. I bought the phone on a Saturday and due to the bad service I took it back on Monday. I received a full refund for the phone but was told I could not received my activation fee or my $50 monthly plan fee due to their " policy " . After calling customer care, speaking to different manangers they all told me the same thing, that I would not be refunded my money due to their policy. So I had their poor service for 2 days, returned the phone and ended up paying for a whole month.Desired Settlement: I would like to receive my money back for the service that I did not use. I understand I need to be charged for the time I did have their services, but I would like a partial refund.

Business

Response:

November 6, 2013

Review: On Monday 7/14/14 Noon.I took my phone in to get activated. The rep never checked the phone to see if it was able to be activated on their new system. He charged me for a month of service,activation fee and a new SIM card. Tried working on it for about 30 minutes, sent me home said it should be working in 1-2 hours. 5 hours went by, I tried to use my phone, and no service. I then took my phone back to the store, the rep tried working on it another 2.5 hours. Again sent me home said the phone was doing some downloads, for me to wait till the morning. Said it should be working by then. Morning came, I again tried to use it, and still nothing. I took the phone back to the store, they put a new SIM card and tried everything again. Was there for another 3 hours. Again he sent me home, said to let it download and try again. took it home, let it download, and again nothing. Took the phone back one more time. At this time the store manager was there, [redacted], he grabbed the phone from me, looked at it, and very rudely said "this is an old phone, there is nothing me can do about it" "Don`t ask for a refund, because you will not get one"!! I left with my non working phone once again! Went home called customer service, was on the phone with them for at lease 2 hours trying to get my refund. They took my complaint on Mr. [redacted]. Told me I could go to the home office on Highway 50 to get my refund. Following day around 3pm I did go to that office. Explained my situation, they again told me I was not able to get a refund for service. I told them once again, I never had service, phone never worked. The girl told me I could go back the following day to speak to her store manager "[redacted]". I did go back the following day at 3pm again. waited at least 2 more hours. They said they would send an email to their District Store manager and get back with me. To this day 8/6 I have not heard a word from them. I again called customer service 7/23 another complaint. I still have not heard anything from them either.Desired Settlement: This whole situation was handled very poorly. Bad customer service all the way around. First of all the original store manager telling me NOT TO ASK FOR A REFUND BECAUSE I WOULD NOT GET ONE! Second because no one has even tried to get back with me. No one from either one of the stores, or no one from Corporate. I`m wanting to get my refund of $75.74. Also to be compensated for all the hours I spent going back and fourth to the stores, and the time I spent on the phone with customer service.

Business

Response:

August

21, 2014

Revdex.com

Online

Complaint

Re:

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 on 07/14/2014 she took

her device to get activated at one of our indirect dealer locations. According

to Ms. [redacted], she paid for the first month of service, the activation fee and

the required SIM card. The store representative attempted to activate the

device for about 30 minutes, sent her home and advised her that the device

would be fully activated within 1-2 hours. Per Ms. [redacted]’s complaint, the

device was not active and returned to the store and the representative proceeded

to once again troubleshoot the activation for about 2 hours. Once again she was

told that the device would be fully activated by morning. Ms. [redacted] returned to

the store the following morning since her device was still not activated. At

that time, the store manager was present and according to Ms. [redacted], the

manager “rudely” looked at her device and said that it was old and it could not

be activated. According to Ms. [redacted], she was told that there was nothing that

could be done and not to ask for a refund because she was not going to receive

one. Ms. [redacted] left the store and contacted customer service when she got home

but was advised to visit a Cricket owned store. She visited the store a couple

of times and was told by the store manager that an email would be sent to the

district manager so he would contact her. Per Ms. [redacted]’s complaint as of

08/06/2014 she has not been contacted by anyone and is requesting a full refund

of $75.74.

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.

We forwarded this complaint to our district

manager and spoke with Ms. [redacted] in regards to her complaint. According to our

district manager, Ms. [redacted] has found a different wireless carrier and has been

refunded the full amount of $75.74 that she paid at the time of activation.

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.

Dear Sir.

Review: We paid for Cricket Wireless unlimited text messaging, phone calls and 1GB of mobile data; however, the text messaging feature did not work on our phone. We spent 10 days with technical support trying to resolve the issue, escalating to their highest level of technical support, going through multiple troubleshooting processes as well as trying to use a different phone with their service - none of which resolved the issue. When we requested a refund due to Cricket's inability to provide us with the service we paid for, their response was, "per company policy, we do not provide refunds for service." Instead of refunding the credit card from their end, their solution was to have me contact the credit card service and dispute the charge (something which can negatively affect the cardholder's credit score). Their treatment of customers is unacceptable, and I would like to make the Revdex.com aware of this.Desired Settlement: Refund of $40 (the amount paid for their service) from their end (i.e. Cricket places a $40 credit back onto our credit card account). The customer should not have to place their credit score at risk (by disputing a charge) for the company's fail to provide the service paid for.

Business

Response:

November 21, 2014Revdex.com

Review: April 18 2013 I received my bill statement of 115.42 which I didn't understand why because my monthly bill is 99.42 for 2 lines I called Cricket customer service. I was informed bill is 115.42 because I change device. I explain to the customer service representative that March 22nd I try to flash my service to another phone when I went to the store but they were uncessuful I would not be charge 16.41 fee the rep advise me she cannot credit the 16.41 I would need to go the store so they can credit it I went to the store in [redacted] near [redacted] I explain the situation and they agreed to credit the 16.41 and I paid my regular bill of 99.42. Monday 04/22/13 I was suppose to start training for my new job I wasn't at familiar where I was going I wanted to used my phone Navigation for directions but it wasn't working after driving around for 20min I was lost and I was going to call my new manager I would few minute late. But I wasn't able my service was suspened I spoke with the customer service I was told I have a ballance of 16.41 I quick to explain to the rep that it was incorrect because it should of been credited for incorrect charge I explain the same situation the rep refused to get my service restored instead I was advise I would need to go to the store I explain to the rep I am teyig to get to work I was trying to used my phone navigation to get to my new job and the store won't be open not for another 2 1/2 hours. And I would lose my job for no show and cannot call my manager I was able to go the store and they said it was mistake and was credit the 16.41 but I lost my job I called my boss explain the situation but because my training was only for a week I wa told I could not make it up because of cricket error I lost my new job. Today 4/24/2013 I called cricket to credit my next month bill of 99.42 I was only told they can only credit 10.00 the unacceptable because of their error I lost my new job. And I feel I should be credited more than 10.00 for thatDesired Settlement: 99.42 of full month. It is a fair suggestion when I wasn't properly taken care of and my service getting suspeneded for no reason. Please consider my suggestion

Business

Response:

April

30, 2013

RevDex.com

Online

Complaint

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

received his April billing statement showing a balance of $115.42, he didn’t

understand why it was higher because his normal bill is $99.42. Mr. [redacted]

states that he called Cricket and was informed the bill was higher because he

changed his device. He states that he explained to the customer service

representative that when he tried to flash a phone on March 22, 2013 the store

was unable to successfully activate the phone. He states that the representative

advised him to visit the store in Aurora, CO to explain the situation and to

have the $16.41 activation charge waived. Mr. [redacted] states that the

representative at the store in Aurora agreed to credit the $16.41 charge and

collected his payment of $99.42. Mr. [redacted] states that his service was

suspended on April 22, 2013. When he called Cricket to inquire about the

suspension, he was told that it was suspended due to the unpaid balance of

$16.41. Mr. [redacted] states that he was starting a new job that day and was

unable to contact his employer to inform them he was lost and would be late for

work. He states that he lost his job because he was unable to contact his boss

that morning, and feels it was caused by Cricket’s error. Mr. [redacted] is

requesting that Cricket provide him with a credit for $99.42 for his next

month’s bill.

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 when that high standard is not met.

We

contacted Mr. [redacted] on April 30, 2013 to discuss this further. We advised

him that upon further review of his complaint and Cricket account, we have

applied a credit in the amount of $103.44 for his May 20, 2013 bill cycle. Mr. [redacted] accepted this as an adequate

resolution and understood that he will not have a payment due until June 20,

2013.

We

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

properly addresses his concern.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: Week of May 21, our phone was charging and we didn't know why the plug wasn't working. Well the piece attached to the wiring was not attached so our phone went dead for 3 days. I had already purchased the new plug from the cricket wireless store [redacted]. When I explained yesterday 5/29 to [redacted] who said that they don't know if I damaged the plug, that I didn't have a original box for. Also on 5/28, when the other sales lady told me to come back to speak with him. Well, the cricket store that I purchased it from, because my receipt is 7 days past the original purchase date, they won't replace or give a refund. Not even half after I came back the following day. There should be an amendment to the policy. I didn't know the charger wouldn't work.Desired Settlement: The $16.48 in a refund in cash at the store I purchased it at.

Business

Response:

June 10, 2013