Cricket Communications Inc

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: 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: 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: 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: 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: This is my complaint message to Cricket Corp.Oct. 22, 2013 Cricket Corp.[redacted] Dear Cricket Corporate office,I have been happy for 4 years with your service. I wish your customer service was easier to reach. With the new secret 4 digit code you require, the recorder locks me out from contacting customer service with a false message, like "No funds in this account, Goodbye" and hangs up on me, although I have $31 in the acct. confirmed by customer service.For no reason there was a block with a recording "a message of numbers" preventing me from using my phone. The expiration date 4 weeks in future. Battery is strong, & phone is good. I cannot call on my phone because of an unauthorized block. It came at the absolute worst moment. Customer service doesn't have the accurate answers to get my phone operating. I have talked to 8 of them. Most, very helpful trying to reboot & reinitialize, but unsuccessfully. Some were speculating completely wrong & made wrong accusations until I argued back. Then they became more helpful. My phone stopped working one week after I topped it up Sept.10, I started having problems with [redacted] and finding my balance. I can no longer dial [redacted]. I have asked you Cricket for 1. more time to get my phone operating with your help. 2. Contact me by letter or email 3. If all fails, please give refund of $31 or a better solution.I would like to keep my plan as I have it without changes. Customer service should not have blocks to prevent us from calling with ease. These blocks were not always there.[redacted]Desired Settlement: I am asking for 1. more time to get my phone operating with Cricket's help, 2. Please contact me by letter or email which is [redacted], 3. Get better technicians to clear the system & keep me on the plan I have, 4. If all fails, please give refund of $31 and/or provide credit for phone.[redacted]

Business

Response:

November 7, 2013

Review: In addition to the information I've provided, I am adding additional information to my complaint of my experience with Cricket, as well as the defects of the 2 phones I purchased and the warranty information provided in my warranty book. When I originally took the first phone in to show the operating issues with the phone with my store retailer, [redacted], on Monday September 16, 2013, he stated he had no clue how to operate these phones, or how to repair or troubleshoot them, and he just sells them. So I opened my warranty book on page 22 under Consumer Limited Warranty, and said then you can not honor this statement that, Seller will, at its sole and absolute discretion, either repair or replace a product (which unit may use refurbished parts of similar quality and functionality) if found by Seller to be defective in material or workmanship, or if Seller determines that it is unable to repair or replace such Product, Seller will refund the purchase price for such Product. He said no all sales are final, you buy it, it's yours, and that he will not do any exchange or refund. When I took my 2nd Cricket Engage LT exchanged phone that I experienced operating issues with back to the retailer, [redacted], on Monday September 23rd, 2013, he said, he told me he could and would not fix the phone and he absolutely will not refund or exchange the phone again, and I will have to go deal with the corporate store on [redacted]. and they will fix me right up and take good care of me, or I can bring the phone back on Friday September 27th and he will have a young lady, named [redacted], in that day at 12:00 p.m. that can get into any phone, unlock them, and fix any problem with any cricket cell phone. So I agreed to go back that Friday assuming I was going to get the phone fixed. In the meantime I did go to the corporate store on [redacted]. that Wednesday, Sept. 25, and looked at the phones there for sale and talked to a sales rep. and he showed me the different devices and how they worked, and I pulled out my phone and showed him all the issues I was having with it and told him where I purchased the phone and [redacted] told me you can fix, replace, or refund me my money on my phone. The reps. reply was that he could not do any of these for me because I didn't by the phone at this store and it is [redacted]'s responsibility to take care of the issue. So I asked is there a store or Cricket written policy stating that I specifically have to continue dealing with the original seller, even if he can't and refuses to resolve my issue and has referred me here. He said no,that his manager will not allow it and I have to go back to the original seller/store I purchased the phone from. So I decided to just wait until Friday to take the phone back to the purchasing store and have the representative that was going to be there fix my phone. When I took the phone in on that Friday, I met [redacted], that was to fix my phone and she asked [redacted] for the tools to fix the phone, [redacted] asked her what was she going to do, and she said take the back off and repair the phone and needed a screw driver. He said she could not do that because if she damaged something in the hardware or wiring it would void my Warranty on the phone. Then I asked, if she was a certified cricket employee to repair the phone. [redacted] said no she isn't, I pay her out of my own pocket and bring in to reset and fix the phones, or she charges the customer her cost to fix the phones. I said I'm uncomfortable with this and I just want to exchange the phone. That's when I was given the option to exchange the phone that was of less cost and I would be out the difference of the cost of the phone. I then decided and told [redacted], I will issue the problems calling the toll free Cricket Customer service and Warranty dept. and get it resolved with a supervisor. He said that's fine. I called the Cricket toll free no. at [redacted] that day after leaving the store and the Customer Service, Warranty, and Technical Support Departments all told me that I have to go back to the retail or the local Corporate store I purchased my phone from and exchange or get a refund through them, and I explained to them what I have already been through with these local stores and they will not resolve the issue, and requested to speak to a supervisor, and they said they were not able to transfer me to a supervisor and I would have to leave my phone no. and a message for one to call me back, which I did and no supervisor had called me back. I repeatedly called the toll free Cricket no. and technical support approximately 5 times since Sept. 27th through October, and spoken to reps., by the names of [redacted], with my phone and local customer service issues, demanding a supervisor, and have not yet got to speak to a supervisor, and been directed back to the retailer/seller I purchased the phone from or the local Corporate Cricket store by them, each time I've called, and I have experienced being hung up on or put on hold for up to over an hour being put on hold and not ever being transferred to anybody. On Wednesday November 6,2013, I decided to stop in the Cricket store I purchased my phone from and try to get the phone fixed, exchanged or refund again, and seen that the store had been closed down. So I drove to the Cricket store located at [redacted], to be put on the life line program, which I found out [redacted] failed to put me on when I gave him the required information back in the middle of October, and showed what was wrong with my phone and if I could do a phone exchange at this store and the representative said no, I would have to go to the Corporate Store on [redacted] to do that. So I called the Cricket toll free customer service dept. again, explained the Cricket store I purchased my phone from is closed down and I'm needing to exchange or get a refund for my phone and they directed me back to the [redacted]. Corporate Store. I called that store and for the first time after calling numerous times and never getting through or receiving a return call from that store at the no. [redacted], talked to a lady, and she said she would be happy to do an exchange or refund me my money for the phone, but it would not be a good day to come in because the store is extremely busy with people coming in and paying their bills and I would probably be waiting an hr or longer to get it taken care of and said Monday Nov., 11th will be a better day to come in and do it, just be sure to bring in the box, phone, receipt and warranty book in. I took the phone and the box, receipt and everything that came with it, addressed the phone issues again, showed them to the store rep./gentleman, and showed him the warranty information in the book, and he said we can't and will not exchange or refund the money for the phone because you have to do that within 30 days and you have to go through the retail store you purchased the phone from to do that. I told him it is closed down and I've been back and forth between both stores, instructed by the main corporate Cricket toll free no. Representatives to get a refund or exchange and it still has not happened, and his reply was I'm sorry I can not help you mam, because it is passed the 30 days. The warranty in the book states that I have one year from my purchase date to get a refund or exchange if my device is determined defective and that the store representatives are unable to repair the device.

The issues with both Cricket Engage LT, phones that I've had and currently have frequently are: They get extremely hot within 5 minutes of talking on it or using it, my dial pad to call out or keypad screen will not appear when I need to make a call or text, there will be just a black screen, when I get incoming calls the screen to answer the phone will not appear for me to slide across the screen to answer or refuse the call, when incoming calls or text messages come in while I'm on a call there will be a horribly loud sound the phone makes that hurts my ear, poor reception, get dropped and lose calls all the time, The alarm clock and notification alarms for important appointments and to get up does not always work and go off, the web search options don't always load up the pages or sites I request, or it the web pages always close down when I'm on them.

With all the misleading and inappropriate/poor customer service at the local Cricket Retail and Corporate Store in my area, and the toll free customer service no., I've received and still have not gotten the issue resolved over the past 2 months, I'm requesting to get my refund for my defective phone and returning the phone.

Sincerely,[redacted]Desired Settlement: I'm requesting the full amount of the purchase price of this phone in the amount of $245.46, due to the unresolved issue that I've been attempting to settle with Cricket to exchange the phone for a second time, and for refusing me my refund, since they were unable to do the exchange since September 19th and the company has breached their warranty agreement after repeatedly following customer service's advice and misleading me through this entire discrepancy and not meeting customer satisfaction.

Business

Response:

November 20, 2013

Review: For almost 2 yrs, I have owned a Cricket Huawei Mercury M886. I pay $5 for insurance on the phone and was approved for a $13.50 Lifeline Credit. Acct. No.: [redacted]. On November 14, 2013 the touchscreen on my handset stopped working. The eSecuritel website's link to "file a claim" is broken! I them by phone and was told that I "only have the manufacturer's warranty" on my current phone, which "does not include a replacement" on Nov 16. During my November 16 phone call with eSecuritel, I requested an email stating that my claim was being "denied" and "the reason why." The claim rep said she could not send an email, but the corporate office would on Monday when they reopened. I received an email from eSecuritel on 16 November, at 5:08pm with the subject "WE ARE WORKING TO RESOLVE YOUR TICKET-Escalation ticket [redacted]."I filed my first insurance claim with eSecuritel in the April 16, 2013. I was told that I had "NO COVERAGE" and the claim was "DENIED" by telephone & email! I contacted [redacted], of Cricket Wireless, who contacted eSecuritel and verified that I DID have coverage & was eligible for the replacement service. However, in order to receive the replacement phone I was instructed (by email and phone) to go to the Cricket store and pay $75 and turn in my damaged headset! I was in New York and had to travel via bus in my manual wheelchair in order to do this!! The store manager said that the insurance company was supposed to "MAIL" my replacement phone, which I was refused!!!!On October 24, 2013 I went into the Cricket store and requested that my Life Line service be restored. I was told that Cricket did a system wide update on their operating system and customer's were made to reapply for services. I showed him my copy of the application that I received from his co-worker during my list visit to [redacted]. I also told him that my last bill reflected my LifeLine renewal. As of November 7, 2013 I am paying a bill that does not include my LifeLine.Desired Settlement: I require a replacement phone, which is what my insurance is paying for and my bill to reflect a prorated service from November 14, when the phone stopped working properly!I require a refund for my travel expenses to [redacted] that I was forced to do because the eSecurital and Cricket refused to MAIL me a replacement phone!I require that my LifeLine service be reactivated per my "completed application" and "proof of benefits! that I did and showed in their [redacted] store!

Business

Response:

November 21, 2013

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: 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: 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: In April 2013 I bought my son,[redacted] , for his [redacted] birthday a [redacted] phone because he liked the fact it had [redacted] music. Around the fall time his phone stopped playing any music at all, then his SD card went blank. he couldn't take pictures, couldn't view any of the pictures he took ,over 100 pictures. I went to [redacted] in [redacted]. where I purchase the phone for help.They said I needed a [redacted] SD card that they didn't sell them I'd have to go to cricket website. I went to Cricket website 5-6 times to buy a [redacted] SD card, the order would not go thru it would only say processing order,I went to greenwood mall store & was given the same run around,finally after demanding to speak with rep for the store in [redacted] ,he gave a free [redacted] sd card, when I picked it up the sale girl was very rude& said I'd have to pay for it if it happens again. that took 2months to resolve and now once again my sons phone stopped working around the 15th of feb,he can't make or recieve calls or texts, then last week is SD CARD is Blank again. I've called and still haven't gotten anywhere. Cricket has been no help and I'm not going back to [redacted]Desired Settlement: I would like my son to get a new phone or to find out what is wrong with the phone , to get refund on this months bill,since he hasn't been able to call or text for 2+ wks.

Business

Response:

March 11, 2014

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: The experience with this company was terrible. I received the phone, which only worked for a day. I called in to start a claim for a replacement that day. This company did not send the replacement for 3 weeks, then billed me for the next month 2 days later, at the time no credit or anything was supplied. I called back to start the process of returning the phone for a complete refund (which I had to pay for the shipping back of the original phone as well as the replacement phone) since I had not had service for 30 days. the rep and manager both advised it will be another 30-45 days before they can refund my amount, even though they have received the phone back.(i have the tracking information showing that at this point they have had it for a week, and they advised it will still be 30-45 days for a refund.Desired Settlement: I just want the money refunded to my debit card.

Business

Response:

May 20, 2014

Review: In April I attempted to switch to Cricket Pay Go for cell phone service. Prior to purchasing a phone or activating service, I spoke to customer support to ensure that I could transfer over and keep my number from my prior service carrier. I was told I could. On April 7, I called to activate service with Cricket. Prior to activation, I asked to transfer my number but was told that I needed to activate service first and then I could transfer my number. However, after activating my phone and automatic bill pay, they told me they could not transfer my old number because Cricket does not have service in my area. I immediately requested that Cricket cancel my service and automatic bill pay and refund the money paid. Before I got off the phone, the representative confirmed that service was cancelled and that the money would be refunded. When reviewing my credit card bill on May 10th I saw that Cricket had not only failed to refund the original amount charged but had also charge me for service in May. I had not used my phone at all after activation because I was told that service was cancelled.I called Cricket to resolve the issue. The first representative I spoke with told me that the notes on my account confirmed everything I told her, and she told me I should be able to get a refund but I would have to speak with a special billing department. After an hour of being bounced around, I finally was able to speak with someone who claimed to be a supervisor. She informed me that they have a strict no refunds policy, and the two charges would not be refunded. It did not matter that the charges were made after I had requested a cancellation of service and that the initial activation of service was made based on faulty information that they had provided me. At that point, I asked to speak with her supervisor, and she refused to transfer me. In sum, Cricket is refusing to refund $66.25 that they charged to my credit card after I had cancelled the service and they had confirmed that cancellation.Desired Settlement: I am requesting that Cricket refund the full amount of $66.25 to my credit card. This amount includes the initial $33.13 that I was charged upon activation of service, and it includes the $33.12 that I was subsequently charged for May.

Business

Response:

May 23, 2014

Review: I purchased the Samsung S4 about 4 months ago under the impression that I would receive 4G service by April or May. Not only have I yet to receive this service but I am now being told I must buy a new sims card and/or trade my phone in to upgrade to the new tours to receive service. I was never notified of any changes that were to be made by cricket and the merger with at&t. I feel I've been deceived as well as manipulated into purchasing a phone and the cricket staff is not willing to work with me.Desired Settlement: I ask that I be refunded the value of my phone as well as services that were paid to keep this phone activated while awaiting the 4G service

Business

Response:

June 16, 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: 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: 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: 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