Cricket Communications Inc

Review: Had cricket in October 2013, for 2 phone numbers[redacted]. Ported both these numbers to [redacted] on February 15, 2014. Cricket never cancelled my account and an automatic payment from cricket was charged to my chase bank account on 3/10/14 for approx. 83.90.I called cricket and cancelled my account on 3/10/14 since it was never cancelled when the numbers were ported I spoke with [redacted] id#[redacted] in the [redacted] call center he refused to refund my money for the 3/10 charge. I requested a corporate address to complain to and the rep would only provide me with an email address of [redacted]. I also spoke with customer care rep [redacted] id#[redacted] in the [redacted]. I asked her if she could call the porting department and verify my lines were ported and she refused.Desired Settlement: I would like a refund of 83.90 I ported the entire cricket account # [redacted] consisting onf tn [redacted] and [redacted] to [redacted] account Number @[redacted] is [redacted] and the numbers were ported 2/15/2014 cricket no longer owned the numbers and cricket no longer provided service for these numbers. Upon speaking with cricket they stated that once the port was complete that my cricket account should have closed, however due to an error on their end they didn't have records of my port-out.

Business

Response:

March 19, 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 a refund. In her complaint, Ms. [redacted] states that she ported her phone number over to [redacted], but was charged an additional month of service by Cricket. Ms. [redacted] is requesting a refund in the amount of $83.90.

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.

On March 19, 2014, an approved refund for $83.90 was submitted to Ms. [redacted]’ [redacted] card ending in[redacted]. The confirmation number for this refund is [redacted] and can take 3-5 business days to process.

We thank Ms. [redacted] for her communication and trust that this action properly addresses her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

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: 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: 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: 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: To whom it may concern,

I am writing this letter to make a complaint regarding Cricket (cell phone

provider). I have received several defective phones from them. Each time I returned a defective phone, I was required to buy another phone if I wanted continued phone service. This is a scam.

• Fall 2008: first phone cost $60.00 and lasted 6 months.

• Spring 2009: second phone cost $75.00 and lasted three months.

• Sumner 2009: third phone cost $45.00 and lasted four and a half months.

• Winter 2009: fourth phone cost $80.00 and lasted me one year.

• Winter 2010: fifth phone cost $130.00 and lasted me two years.

None of these phones that I bought were “new” and did not come with instructions. I am quite frustrated with having to purchase a new phone quite often. I do not have the money to purchase all these phones, as I am on a fixed income. I have contacted them about this and they have not done anything about the issue. I gave up my landline to get Cricket service. Now I am trapped because I cannot afford the deposit to re-install the landline. Also, I have asked them to stop texting me altogether, especially with ad campaigns. I still receive texts from them and others about ad campaigns. I am illiterate and mentally ill. Because I cannot read, I do not know who is sending me messages or what is being said. I am getting increasingly frustrated with the run around and the service I have received from them. I have requested relief of $272.00 for the defective phones, plus costs for time needed to replace phones, for a total of $400. A [redacted] wrote this letter for me and read it to me. I approve of what is written in this letter.

Sincerely, [redacted]Desired Settlement: I have requested relief of $272.00 for the defective phones, plus costs for time needed to replace phones, for a total of $400.

Business

Response:

July 31, 2013

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: 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: I had bought a new HTC Desire in May or June. About 3 weeks ago, that phone was accidentally dropped and the screen cracked.I sent a claim to Cricket's insurance co., ESecuritel. A couple days later, my replacement phone came in the mail. A ZTE that isn't even advertised on their web-site for purchase. That is when the REAL trouble began.I noticed within the first several days of using this "new" phone that it was having trouble taking and or holding a charge. I chalked it up to the fact that I was using it as a camera and posting pictures to Facebook via my web connection.Last Wednesday, Aug 7, 2013, I came home from work with a low charge on my phone. It said "14% or less, Connect your charger". I plugged my phone into my charger, and it immediately said "2%, please connect your charger". I checked to make sure the phone was properly connected to the charger and the charger to the wall outlet. Less than 2 seconds later, my screen went completely blank and has not turned on since.I contacted Cricket several times, and have been told I need to take it to a corperate store to have them check it. If they find the phone to be faulty, they will send me a replacement phone. Another refurbished phone.The only problem with travelling to a corperate store, I have to drive at least 35 miles to find one, as well as drag my 5 year old son along, in a car that is over 20 years old. I also work full time and only have 1 day off a week. Why should I have to go out of my way to get a replacement phone, when I paid almost $200 for the original phone, plus paid and extra $10/ month for insurance on it, paid a $75 detectable, to have it replaced with a refurbished phone that doesn't work properly? The only reason I have Cricket is I cannot afford another company's comparable plan. $50/ month vs $100/ month for less service, when I live paycheck to paycheck.I would like my phone replaced, with the original HTC I paid for, not with a refurbished phone that won't even turn on.Thank you.[redacted]Desired Settlement: I would like my phone replaced with the original model bought, HTC Desire, or a better model at no charge to me.If that cannot be done, I would like to be reimbursed the money spent on the phone, plus my $75 detectable, the $50/ month spent for service for the period I've had service.

Business

Response:

August 19, 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

Review: Received phone Friday November 8 2013. I did not have time to do anything with the phone until Tuesday November 12. I ported my number over from T-mobile and made my first phone call. I could barely understand what my fiance' was saying. The speaker you listen through when you put it up to your ear sounds very crackly as if it were blown. I also called my voice mail and it sounded the same. The phone is damaged. I then called 1-800-cricket and explained the situation. They said to take it to the nearest cricket dealer. I did this the next morning November 13. The man checked the phone for about 20 min. and confirmed that the speaker was in fact broke. He then informed me that he could not help me get a replacement and that I have to go to the store in [redacted] PA. I called the store in [redacted] PA and was informed that I have to contact 1-800-cricket. I called 1-800-cricket explained my situation again and was transferred to the customer service line where I again explained my situation and was transferred to the online ordering customer service line and got a recording that says there are no available representatives to assist you, please go to your local cricket store for any assistance. I called back to 1-800.cricket and again explained my situation and they gave me the number ###-###-#### to call. I called this number explained then transferred again explained again and transferred again to the number that say there are no available representatives please go to the nearest store. I then proceeded to call back getting transferred and eventually no where for about 2 hrs. I then called T-Mobile and opened my old account back up(it was less than 24hrs) and am now happily using my old phone and carrier. I called back to cricket to get a refund of my money for the service I used for less than a day but cannot get through to a representative because I do not have a active phone #. There is no way to get a live person without a phone # or a phone to activate. They have THE WORST customer care.Desired Settlement: I would like my money back for the monthly charge I did not use including taxes and fees. I will be mailing the phone back tomorrow(at my cost) 11-15-2013 via the enclosed instructions that came with the phone. My Cricket account # was 9[redacted]2 my AID # was [redacted] Phone # ###-###-#### Their return # ###-###-#### Bank info check card purchase merchant purchase terminal [redacted] vesta cricket [redacted] 3 or seq # 3[redacted]69 [redacted] 11/12/2013 $86.66 is the total from my bank account

Business

Response:

November 25, 2013

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: 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: 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: Cricket CHEATS its customers by over charging every month. I am supposed to pay $40/month for my basic service. I get $5 discount for AUTO PAY. So net to be charged is $35. Instead, every month they overcharge me $40. I have called about this problem several times in March 2014, June 2014, July 2014, Sep 2014, Nov 2014. I have spoken to Supervisors who have assured me that the problem will be fixed but it never gets fixed.Desired Settlement: Please have them CREDIT my account & give me some free service for all the time have been wasted.

Business

Response:

November 21, 2014Revdex.com

Review: My phone number was changed without my knowledge or authorization. When I called to see why, the CSR told me they had no record or explanation as to why the change had been made. I then asked to speak to a supervisor, the same guy tried to change up his voice & told me it wasn't any fault of theirs & theres nothing they can do about it. He was rude & unconcerned about my inconvenience. The guy told me that he was the supervisor & that there was no one else I could talk to about the issue.Desired Settlement: I want to be able to speak to a Supervisor when therea a complaint. There's never anyone to talk and when you do they are rude & don't care about their customer. After your bill is paid you are pretty much on your own.

Business

Response:

July 29, 2013

Review: Cricket sold me a samsung galaxy S3 in Feb since then this is the 3rd replacement phone. Cricket merged with AT&T and they are not willing to help with the year warranty that comes with the phone. I only had the phone for 4 months. Was told the New cricket was suppose to concentrate on New customer the old customers they can not help. I have been dealing with this co being transferred all over no body can helpDesired Settlement: Either replace the phone with a brand new phone or refund my money for the phone

Business

Response:

July 3, 2014

Review: Went to the location on [redacted](Authorized Cricket retailer), [redacted] on 10/13/13 to have previous [redacted] phone flashed in hopes of better service. After several hours and calling in an expert to the store the phone was flashed. Due to the long wait I received $10 off the charge. The messaging app downloaded has always had trouble sending pics working sporadically. Many of my contacts will says that the did not receive and had to resend. Sometimes I even had trouble receiving and needed to request resend. I was told at that time if I have issues since the phone was flashed there I could bring it back. On 12/17/13 I finally gave in and went to the location. I called first and the young lady even remembered the phones make and told me to come back. I arrived at 5:30 pm waited patiently with my 2 young children and did not leave until closing 7:00 pm. [redacted] made it seem like he knew what he was doing, even when the owner arrived and asked if he needed help he said no. I was then told to come back tomorrow. I returned the following day on my lunch hour. Again [redacted] was there I asked if it would take longer than an hour as I was on lunch, he replied no it shouldn't. I ran errands and returned only to still not have a phone able to send pics. He spoke with the owner which offered me $25 (half of the flash charge), I was received horrible customer service from [redacted]. I was pretty much told I was lying, I broke it(???), his demeanor was nonchalant and was told I shouldn't tell the owner this and that because then I won't get anything. I was told I didn't complete the flash at the location even though he found the date in the pc and showed me. The rep is incompetent and rude, I would never treat a customer as he did. I have tried calling to speak with the manager/owner only to leave messages unreturned. I'm asking to have a working phone, the money never crossed my mind, it also doesn't help if I have to go elsewhere and pay full price. So aggravated!!!Desired Settlement: I would like the application redownloaded or a complete refund of the flash charge $50 not half so that I can take it to a corporate location instead of an authorize retailer.

Business

Response:

January 13, 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 that she went to a Cricket store to have her phone flashed. After some trouble, her phone was eventually flashed. Ms. [redacted] began to experience issues with her messaging application. She took her phone back to the store to resolve the issue but was told that the original flash did not complete correctly. Ms. [redacted] was offered a $25.00 credit towards the phone flash by the store owner. Ms. [redacted] states that she was treated rudely and has not received any return calls from the store manager regarding this situation. Ms. [redacted] is requesting that her messaging application be re-downloaded, and that she be refunded $50.00 so that she can take her phone into a corporate store to be flashed again.

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.

Ms. [redacted]’s complaint was forwarded to an Operations Manager in her area for review. This manager has called and left several messages requesting a call back. At this time, we have been unsuccessful in our attempts to contact Ms. [redacted] and resolve her issue.

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

Consumer

Response:

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

I have no missed calls or voicemails. I carry my phone at all times dues to having a special needs child. I can be contacted via email or phone at [redacted] or [redacted].

Regards,

Business

Response:

February 11, 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] regarding Cricket service. In her rejection, Ms. [redacted] states that she has not been contacted by Cricket to resolve her issue. She provided the phone number [redacted] and her email [redacted] for someone at Cricket to contact her.

Again, 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.

Ms. [redacted]’s complaint was forwarded to an Operations Manager in her area for review. This manager has called and left several messages requesting a call back. This manager has also sent an email to Ms. [redacted] with instructions to contact her regarding her issue. To date, this manager has not received a response. Ms. [redacted] was advised to visit a corporate Cricket store location for additional assistance. The nearest Cricket store located to Ms. [redacted] is at:

CRICKET, [redacted] PLACE

[redacted]

Review: I have had service with Cricket Wireless since 81/2009. I have ordered another phone previously and received it with no problems. I am currently using that one. I ordered a Samsung Express phone on Cricketwireless.com on 6/15/2014, along with 2 accessories. I only received only the accessories. When I called the number on the packing slip, I was transferred to 7 different people, each telling me they were sending me to someone that could help me, but after 35 minutes of this, I was disconnected. When I called the number again, a lady told me that I would never receive the phone on this order. They charged me $384.66 for a phone that I am told I will never get, and they will not refund the money. Please help.Desired Settlement: I am sending back the accessories today and I want a full refund for the phone order that was never received.

Business

Response:

July 1, 2014

Review: I spoke with 3 different cricket customer service specialist today because my cell phone will not make outgoing calls or received incoming calls. I explained to them what happened and they told me that my line is being restricted and they don't know the reason. My bill is current and they didn't see any problem as of why I couldn't dial out, so they placed me on hold for 30 mins at a time and then said that I would have to cancel my current line and reopen it by paying $15 plus $65 reactivation fee. I explained that I have been a customer for years and this should not be happening. I then spoke with a manager named Sherwin who was a complete it and he hung up on me. This service sucks and I will be switching to a new carrier. If any class action lawsuits come around please include me.Desired Settlement: I would like to be refunded for the two day that I was not able to use my phone service.

Business

Response:

October 9, 2014