Cricket Communications Inc

Review: Prior to this incident I had Cricket service for 7 months. I purchased a Samsung Galaxy S4 which cost about $600 at my nearest Cricket retailer. I went to the Cricket personally to restore my cellphone service and the representative despite their changes in service guaranteed that I would be able to use my device within 30 minutes. Hours passed and I still could not activate the phone. The next day, I spoke with at least 7 customer service representatives. Each of them gave me different answers but offered no solution to my problem and will not refund my money.Desired Settlement: Cricket should find a way to provide service to mobile devices that do not use Sim cards. Other people like myself, who purchased expensive cellphones from the company but won't be able to use it are wasting time and money. This is very frustrating and I would like my money back both from the cellular device I purchased from cricket and the wireless plan I attempted so many times to activate. unequipped companies like this should not even exist.

Business

Response:

June 25, 2014

Review: my old phone was a Samsung galaxy which I purchased a 60.00 phone card for and put it in my phone, then a piece inside broke and was unable to charge or use my phone so the battery went dead. when I purchased a new phone before I left the store the lady said it would be activated within 24 hours.so when it didn't become activated I and two other members of my family stayed on the phone pretty much the whole day trying to get it activated by the store employee. still the phone is not activated 29 hours later and they said because I didn't buy a phone card to put on it that it couldn't be activated. however, when they transferred my #from my previous phone I still had money that was supposed to be transferred and it wasn't. so, after putting out 105.99 for a new phone and 60.00 for a phone card the week before I am very frustrated. I have not been able to use my phone since 7/29/14.Desired Settlement: all I want is my phone replaced with my 60.00 worth of minutes and my features from my old phone put on my new phone as well as having the new phone activated as soon as possible.

Business

Response:

August

18, 2014

Revdex.com

Review: on 08/04/2014 from the [redacted] statement CRICKET 106 Cell Inc-JACKSON HEIGHTS 8305 Roosevelt Ave NY United States 11372 has "DEBIT TWICE FROM MY CHECKING ACCOUNT"in the amount of $130.00 and $129.99 on 08/04/2014.I talked to the store manager,showed him the bank statement of being debited twice in the amount of$130.00 and $129.99 on 08/08/2014.He told me I should go to the [redacted] and bank should file a dispute.I said,your business got my money two times.so one transaction should be refunded to me since you got my money.he insist I should contact [redacted] to file a dispute...which I did on the 08/08/2014. [redacted] told me to wait for 7 to 10 business days.customer service is exceptionally poor at this Cricket cell phone store.Their goal is to collect money from the customer with a half measure service.I said to the manager,I gave you a business,he said "I DONT CARE."Desired Settlement: I want my money back in the amount of $ 130.00.since they debit twice from my checking account on 08/04/2014.

Business

Response:

October

6, 2014

Revdex.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: 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: At the time of activation, on August 31, 2013, I notified the sales representative that I travel to a small town in [redacted]) often and that I wanted to make sure I would still be within the coverage area. After providing the representative with the zip code for the area ([redacted]), I was assured that I receive full coverage in the area so I agreed to activate two lines of service. I traveled to [redacted] on Sunday, September 1, 2013 through Monday, September 2, 2013 and experienced many dropped calls, a few missed calls, was unable to retrieve voice mail messages, and was unable to use my phone in any other capacity during my visit. I returned to the same Cricket Store where I activated my service located at [redacted] Tuesday, September 3, 2013 to inquire about any possible reasons for the outages or if it may have perhaps been due to the phone itself. The representative was rather short with me and simply replied "Yea, that happens sometimes. There's nothing' I can do about that." I told her that if this was something that was going to be a regular occurrence, I would like a refund of my activation fee and wireless phone purchase price. I told her that I wanted to cancel my service due to the fact that she misrepresented the coverage area when we spoke about it during my original store visit. She said she would have to call her supervisor but that she didn't think that it would be possible to receive a full refund. I told her that I would not have agreed to activate service if she had been honest about the coverage area in the first place. She refunded the $106.00 for the cost of the two phones, but said she could not refund the $155.81 which she said was the "actual minutes that were purchased for the following month". However, on the receipt the $155.81 consists of $138.81 for FEE LESS ACTIVATION; $15.00 PROGRAMMING; and $2.00 CREDIT CARD FEE. There is nowhere that lists the $155.81 as service charges.Desired Settlement: I would like to have a full refund of the $155.81 Activation Fee and Programming Fee. The sales representative asked me to program the handset myself due to her being busy with another customer at the time so I do not feel that Cricket should gain from that either.

Business

Response:

September 13, 2013

Review: I have had the worst experience with Cricket Wireless especially the last 2 weeks and the matter is STILL not resolved! After forgetting I had set up a payment to come out of my bank account that I closed for the month of August, our phone lines got disconnected for a returned check and non payment. Okay, I understand that. When I went to go take care of this matter I was told before I could pay for September's bill online I first had to pay a returned check fee and the amount of the check. Okay again I understand that. So I paid the return check fee and the amount of the check over the phone through Cricket's payment center ([redacted]) then was told I could then make my September payment through the website which I did. So for those of you keeping up, I made three payments and was told the matter was fixed and the phones would be back on within 5 minutes. This was all on a Friday afternoon and shortly after my phone call with Cricket our phones were back on. Then Monday I get a text saying we owed for September and our phones were being shut off. I called Cricket and was told they showed only the return check fee and the amount for August, but not September. After looking at my credit card statement that clearly shows all three, I asked if I could fax over proof I paid all three. They said yes and turned phones back on while they investigated the matter. I faxed over all the information I had and even an email from their own payment center, [redacted], confirming the payments had been made. Next day, phones off again. I call back to Cricket asking what the issue is, now they are claiming they only show my September payment not the other two payments. Again I fax over the proof I have and still waiting to hear back. This whole time the customer service reps have been RUDE, sarcastic and accusing me of not knowing what I am talking about. I have contacted [redacted] and my credit card company to make sure all three payments were cleared and they were. This by far has been the WORST experience I have ever had!Desired Settlement: After waking up AGAIN this morning with my phones shut off AFTER I have given proof of payments, I want a FULL refund for all three payments made!!

Business

Response:

Review: I contacted [redacted] about my Headset. It would no longer charge, so [redacted] mail out a replacement headset after charging me $40.00. When the replacement headset arrived, it would not charge up either. So [redacted] mailed out another headset to replace the faulty replacement headset. That headset was not working properly also. After being frustrated I sought service from another provider. I spoke with [redacted] and several representative and a supervisor stated that I would receive a refund within 24-48 hours for the amount of $30.00 and $10.00 restocking fee would be deducted from the $40.00 . After days of not receiving a refund I called today and customer service rep by the name of [redacted] stated that [redacted] does not issue refunds and I asked for a supervisor whose name is [redacted], she also stated that [redacted] does not issue refunds and the previous supervisor didn't have the authority to tell me that I would receive a refund.Desired Settlement: I would like my $40.00 or $30.00 refunded back to me since I never used the products. I mailed in all 3 phones and it was verified by the supervisor and the reps that all 3 were received.

Business

Response:

January 9, 2014

Review: On the date of 07/15/2014,@ 2:17 pm. I purchased a Cricket Samsung Denim phone and Cricket wireless services on the state phone and date. Upon the purchase of said phone, at which time I was not aware, that the front electronic display surface on the front of the phone did not properly display the manufacture intended information. That is current time and the incoming phone number of the source, when ringing. I learned later, ~9 days, when the Samsung Denim phone began to erratically [that is off and on] displaying said information. That is the current time and incoming phone number. It is my most humble belief it was imprudent of Ms. [redacted] K, Cricket Store Sales Rep to allow me to leave the store and not knowing that the Samsung Denim phone was not properly functioning as described by the specifications of the manufacture. Before the transitioning of the final sale. This was not the case, in addition ~16 days after my purchase. The Samsung Denim phone entire system completely went Blank, the flip side where callers input the data for the phones data input. The phone began displaying on the electronic display a complete white screen. That is to say, when trying to input or dial a number on the flip side or inside modular the phone will not display any information as described by the manufacture. On the 17th day as a newly Cricket ownership customer of the Samsung Denim, I discovered the that Samsung Denim phone was capable of receiving calls and in some cases, I could dial out using the Samsung Denim phone pad only if I knew the ten digit phone number and pressing the send button. But still not having the ability to witnessing or seeing the input number on the phone's electronic display screen. But again the phone only displays a white screen. Which also means I could not view any incoming text on my newly purchased Samsung Denim phone. As a newly ~35 days Cricket customer my experience got worst as of today, the date of this complaint. Albeit, I have been improvising in the use of the Samsung Denim phone by dialing the ten digit number and hoping that the number was inputted correctly. Today, at which time, I was speaking with Ms. Janice at ###-###-#### Cricket's customer service warranty dept, trying to find a solution to my Samsung Denim phone problems. The call was dropped and my wireless service was disconnected. That is, now, when trying to call-out I get NO wireless services on my Cricket Samsung Denim phone number ###-###-#### the wireless service just went out or stop allowing incoming and out bound calls. My experience as a newly Cricket customer is ridiculous, unbelievable. I think, to date, Ive spent ~16 hours trying to resolve this issue. That is, I traveled to two Cricket stores, ~07/22/2014, in particular the purchased location [redacted]. I face-to-face spoke with Ms. [redacted] K, Cricket Salesperson, got no immediate solution. She refer me to Crickets Warranty website. My second store visit was at [redacted] The upshot of that visit the store salesperson recommend that I return back to the purchasing store, could not assist me, but also suggest that I call the warranty website. As I stated earlier, on or about 07/05/2014, I chatted with via website Cricket Rep Ms. [redacted], *see chat log, see referred me to Edna: What I suggest you is to contact us 1-800-cricket, in the call menu please select the option 4. I am seeking an immediate solution to the above recited issue, with minimum evasive measures. I NEED A WORKING PHONE.Desired Settlement: I NEED A NEW WORKING PHONE. Not a RECONDITION PHONE

Business

Response:

August

6, 2014

Revdex.com

Review: received text offer to add a line of service for 80.00 a month was paying 50 for 1 line.by adding a line it would decrease my 1st line by 10.00 and add the other for forty. I have been charged 87.50 with a lifeline credit of 10.00 and a 5.00 credit for additional line which means my bills total is 102.50 and does not reflect the 80.00 dollars promised when I setup service.I went to east state street store in Rockford il today and met with a rep name [redacted] he humiliated me advertised I received a lifeline credit and called me a liar and added 3.00 for a store service charge and refused to address the 80.00 stating my phones weren't eligible although I bought phone the day I started the 80.00 plan. It is apparent Cricket intends on strong arming me into paying more than promised amount. [redacted] stated I would pay 90.00 this month if I wanted to continue service and called me a liar. Customer service said I am not receiving a lifeline credit and said I am only receiving a 5.00 discount for additional line.Desired Settlement: all monies paid over and above the amount promised the day of the switch (80.00).

Business

Response:

January 14, 2014

Review: Cricket service does not work when I need it. My friend has a phone he bought from cricket. When we are together neither of our phones work. [redacted] customer service is horrific. Customer service makes excuses for service not working. My phone quit working on Sunday fathers day has not worked since. Called [redacted] store at metro center by the freeway on mon June 17, 2013 at 6:30 pm. Asked [redacted] I believe what time they were open until he said 9pm. Asked him if I could drop off phone for service and pick up next day he said that was fine. Drove 15 miles. Pulled up store was it was closed.Sick and tired of customer service b.s. Get my phone fixed I am not paying for service!Desired Settlement: Fix my phone. Was told it needs to be flashed again. It was just flashed..it hasn't worked properly since cricket store flawed it in OCTOBER AND TOLD ME FLASH WAS GOOD FOR A YEAR!My phone is out of service and it is prepaid!!

Business

Response:

July 2, 2013

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: 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: I bought a samsung galaxy 4 in December of 12/2013 from cricket wireless for 600.00 dollars and I am still paying on the phone.I have 199.00 to pay it off. I let service lapse for 2 months then tried reconnecting service , I was told by cricket that this phone is no longer supported by cricket due to theerge with at and t. So basically this phone I purchased from cricket is no longer able to have service through cricket or any other company due to the fact that cricket phones cannot be unlocked. The store person and customer service people told me I can get some credit on a new phone from them and pay the difference , so the 600.00 dollar phone is useless and I can't have a refund on it which is misleading of this company. So I have to pay off a 600 dollar phone which I cannot connect with any service.Desired Settlement: I would want a refund on the money I have paid on this phone , and for the cricket company to let all their customers know they are going to have to purchase new phones for the merger with at and t.

Business

Response:

November 4, 2014

Review: I purchased a ZTE Source smart phone on 4/18/2014 from Cricket store located at 6067 Transit rd., Depew, NY 14043. The salesman told me to come back at the middle of May and he would swap out the SMS data card for the new upgraded chip because that is when the ATT and Cricket data tower merger would be effective. He told me my phone would be eligible for the updated swap. I called the store on 5/19/2014 and now the salesman told me that the phone I purchased could not be updated with the new sms chip because the cell phone was not compatible. I would never have purchased the phone if that was the case. Now he told me that if I purchase a different phone for approximately $99.00 I would get a $50 rebate and get the new update SMS card. I asked him why I couldn't just exchange the phone for another compatible phone with the chip and he said I couldn't because I had the phone for more that a week. That wasn't my fault. He told me to come back in the middle of May.Desired Settlement: I would like to be able to exchange my phone for a phone that is eligible for the upgraded sms card and also be eligible for the $40 new plan (which includes no tax) like he mentioned.

Business

Response:

May 30, 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 purchased a Cricket phone on April 18, 2014. She

states the salesperson told her she could return in the middle of May to get an

upgraded chip because that is when the AT&T merger would be effective. Ms.

[redacted] called the store on May 19, 2014 and was told that her phone could not

be updated to the new network and that it was not compatible. The store refused

to exchange her phone for a model that is compatible on the upgraded network.

Ms. [redacted] is requesting to exchange her phone for one compatible on the upgraded

network.

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.

On July 12 2013, it was announced publicly

that AT&T intended to purchase Leap Wireless International (Cricket). The

transaction was subject to review by the Federal Communications Commission

(FCC) and the Department of Justice (DOJ) as well as other routine closing

conditions. Until the transaction was approved and filings completed on March

13, 2014 we operated as usual and remained competitors with AT&T. Upon

completion of the acquisition, we notified our customers of the upcoming

changes and although the financial transaction for our merger is complete, we

still have a lot of work to do in order to combine our brands. We will be

upgrading our CDMA network to a 4G GSM network and expect to stop offering CDMA

wireless service as early as March 2015. Ms. [redacted]’s CDMA device and phone

plan will remain the same until these changes are completed in 2015.

Ms. [redacted] can choose to upgrade to

Cricket’s 4G GSM network at any time but regrettably, her CDMA compatible

device will not work on the new network. We ask her to visit a store for

current trade-in offers and promotions.

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.

Review: I purchased an iPhone 4S from the [redacted] Cricket store and was told I had to activate it for one month immediately, then I could let the service lapse and immediately reactivate it once I wanted to use the phone. I was attracted to this because I was on orders to report to [redacted] and the iPhone 4S has an unlocked SIM card slot, which could be used in [redacted]. In all, after taxes I paid $489.31. After my [redacted] contract expired I returned to the same [redacted] Cricket store at noon 15 June 2013 to have the iPhone reactivated. I paid an additional $52.66, which I had expected. In all, I was now invested into the phone by $541.97. Where I have an issue is that they were unable to reactivate the phone. The Manager, [redacted], stated there was a computer glitch, which prevented them from activating the phone. My job requires me to have a phone at all times, and because of their $541.97 "glitch" I didn't have one. I was told that they had dealt with the "glitch" before and I was told to wait until 3:00pm that day at which time I was to contact them again if the phone was not activated yet. That time came around and the phone was still not activated. I had not used any of their service, therefore, Monday, after a full two days of not having a phone for work, I apprised the manager I was forced to return to [redacted] to renew my contract so I would have a working phone. The "glitch" was not worked out until 5:00 pm 17 June 2013 so it was two days and five hours before Cricket could reactivate the phone. I had paid Cricket $541.97 and gotten absolutely nothing to show for it. I returned to the store again and spoke to the manager about my dissatisfaction, expecting him to at least refund the $52.66 charge for service which I had a receipt for and paid for but never received, but he refused to refund any of my money. He pointed out to me that the receipt shows a policy of no refunds for service, but I had paid before he handed me the receipt with the policy printed on the back.Desired Settlement: I would like a refund of $541.97. The breakdown is as follows; $399.99 for the iPhone 4S that was never used and kept new, $56.32 for the initial activation they forced me to pay when buying the iPhone 4S, and most importantly $52.66 for services never rendered or used. The phone I purchased at [redacted] was immediately activated and works well.I feel the manager should have apprised me that there was a possibility of a "glitch" when I would try to reactivate the phone, before I even bought it.

Business

Response:

June 25, 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: purchased a Samsung 4 for $450 at the cricket store 1 month ago/ phone is having problems,it keeps shutting off on its own, they refuse to replace the phone basically told me that it is my problem that I would have to go through the manufacture warranty/horrible customer service/ I'm also paying for insurance monthly/I've called the cricket service line they told me to take it back to the store that I purchased and they would replace it they refuse to helpDesired Settlement: I just want a phone that's in working order after I paid so much money

Review: our cell phone has been turned off all because of $59 dollars, This is the only phone we have and this is the only phone that we have, and the only means that my wife has ,since she has to call work everyday to see if she has to go in,of finding out if she has to work. Otherwise hopefully she has ,50 cents to go to the pay phone in the dark to the gas station down the street to make the call.Her [redacted] went to the [redacted] on Saturday and if anything happens to her, or any members of her or my families, now that we are we are even unable to text, my mother can't text, only call, you wil be in big trouble. I called my attorney from work and explained the situation to him, and he told that the phones associated with the account must be turned on and all fratures with them because of emergency reasons. If not prepared to be sued in federal court since we are both federal emplayees which will be very bad for you. Also since I work for the [redacted] I can demand an audit of all cricket companies and employess which can take take as long as they see fit to do it. We have a unit just fo business audits.Desired Settlement: The phoines nad all applications with them with all lines will be turned on within 20 minutes. Acoount paid in full. Service and everything with it , and if upgrades or repairs requested they are free for at least the next 5 years. Letter of apology written to [redacted] at above address immediately.

Business

Response:

March 21, 2014

Review: I tried for a month to establish service with a cricket phone. There was an issue with the phone I had so cricket sent me a replacement (the only good thing they did). After this there was so many issues trying to set up the phone that finally a month in I gave up and have demanded a refund! When I tried to call customer service it was terrible the wait time took so long. I tried the chat and also had no better luck the first man I spoke with [redacted] was very helpful and tried as much as he could. I had to get back on chat a second time when the phone was not fixed still the next day and [redacted] was completely unhelpful. She ignored most of my questions and refused to answer them. She finally after about 1 hr on the chat told me the reason she was unqualified to answer such questions. This information would have been very helpful way earlier in the call. The whole situation was totally infuriating! Now I am waiting to see if the "refund request" has been accepted. I would not recommend this company if the service was free.Desired Settlement: I would like my money that I have spent on the phone and on the time to be fully compensated to myself!

Business

Response:

November 10, 2014