Cricket Communications Inc

Review: Cricket, formerly AIO, refuses to provide me with the unlock code for my Nokia Lumia 620 that I purchased from them. I received different responses depending on who I spoke to. [redacted], online chat representative, directed me to the store at which I bought the Nokia stating they will provide the code ( I had the entire chat emailed to myself in case you need to read it). When I called the store at [redacted], FL. 33901 phone: ###-###-#### I was informed that information was not correct and I should never have been told to call the store. I then called their customer service number ###-###-#### and was told they could not provide me the code because of 2 things: the first being that my service was no longer active and the second being there was a "suspension" on my account. The rep. stated the suspension was dated 8-13-13. This cannot be correct because this is the start date of the new activation contract with them ( I have the original contract paperwork as well if you need it). On that date I ported over my cell # ###-###-#### and also switched over my existing cell, an Apple iPhone 3GS, to AIO service. It was a few months later that I purchased the Nokia Lumia 620 from AIO to replace the iPhone 3GS.Desired Settlement: My husband also purchased a Nokia Lumia 620 from AIO on the same date for use with the AIO service. All I am requesting is for both Nokia Lumia 620 phones to be unlocked.

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: on 6/ 24 I purchased a phone from cricket Wireless.I paid 507.72.On 6/27 I returned the phone to crecket wireless by [redacted].shipping # [redacted],I paid 31.66, cricket wireless assured me they would refund every penny of the shipping cost. On 7/7 crecket refunded 507.72. NO shipping cost. I have talked to [redacted] at least 5 times and he has done nothing but LIE to me.Crecket Wireless Owes Me 31.66. thank youDesired Settlement: A CHECK as they said they would.

Business

Response:

August 13, 2013

Review: On August 17, 2013 I went to a Cricket store on [redacted] to purchase one of their smartphones with unlimited internet. I live in the country, so getting good signal was a concern for me. I was told by the sale representative that I wouldn't have any problems and that it would work fine. So, I purchased a [redacted], a month of service, and paid an activation fee for a total of $200.80 dollars. I returned home and found that I had a very poor signal. I had trouble sending text messages, getting on the internet, slow connection, and the 3G signal was constantly going in and out. It was very undependable and I decided to return it as soon as I could. On August 20th I went back to the store to return my phone and cancel my service. I was told by a different sales representative that I could receive a refund for the phone, but not for the month of service I paid them! Plus they charged me for a restock fee of $15.00, so I only got back $91.99. They went on to explain that it was their policy and was in the 'fine print' of the receipt when before I was told I wouldn't have any problems returning it within 30 days if I had issues with the signal. I only used their service for a day and a half before I turned it off and decided to return it, which during that time it barely even worked. I don't think I should have to pay them for a month of service when I only had the phone for three days. I feel like I was mislead and ripped off by this company and I would like to receive a FULL refund.Desired Settlement: A full refund, which is $93.81.

Business

Response:

August 27, 2013

Review: CUSTOMER # [redacted]On November 19 I called Cricket Wireless Online and ordered two phones and service. I specifically asked if my current phone numbers could be ported, I specifically gae them the [redacted] area code I needed. I have had this number for 12 years and needed to keep it for business purposes. They said YES. On 11/20 I was charged $722.63 on my credit card. The phone arrived the next day. Before taking them out of the box, I called about transferring the numbers. I was told NO, they could not transfer [redacted] area code. They explained they do not have towers there and thus could not transfer the number. They gave me return instructions. The "supervisor" said Cricket would NOT pay for the return postage,it is their policy and they would not make an exception, even if it was their error. Postage cost me $20.55 including insurance. It was received by them on 11/25 (I have the tracking information). They told me to wait about 30 days for refund, so today I looked, and there was a refund on my account of $656.91 on 12/3. That is a difference of $65.72. The person on the other end "Nelson" who I spoke to at 1:03 pm Mountain time on 12/28/13, said the charge was for service for that time. First - I never opened the box, never activated the phone and returned it the next day. There should be no service charge. Second, I WANTED Cricket Service but the sales rep - in order to make a sale - lied to me to make the sale I believe, figuring I would just keep the assigned numbers in order to get the better plan. I am angry! It was their fault, they lied and yet I have to pay for return postage AND a fee for service? This is ridiculous. It was their error, not mine. Why I had to pay for return postage and why I have to pay for service I never used because of their error, not mine, is not acceptable. I should not have to pay one penny to Cricket for something that was 100% their fault.Desired Settlement: I wish I could just get cricket service but because they do not service [redacted] area codes, I had to get another provider - more expensive. I would like a refund for1 - $20.55 for return postage and insurance2 - $65.72 for the 'service' that I never used.I would like this because this was NOT my error. I should not have to pay a penny for an error on the part of Cricket.

Business

Response:

January 2, 2014

Review: The cell phone was originally carried by AIO Wireless. When Cricket took over AIO (in the early part of 2014), problems with the voicemail began. The initial problem was that callers could leave messages, but messages could not be retrieved. It took 4 calls/chats to address that. The sessions lasted on average 45 minutes. Then the recorded message of the caller skipped (like a scratched phonograph record)or was garbled and unintelligible. After 2 more lengthy chats with Cricket, messages can neither be left nor retrieved. Insufficiently trained Cricket agents spent hours trying to fix the problem. They usually can't find a record of previously given information resulting in more time wasted. The agents have assigned me 4 cases to solve these problems. I was to hear back in 2 to 4 days for 3 of those and in 3 hours for one case. I never heard back (although once I was told they left a voice message!). On calling Cricket to discover the result of the cases, twice the Cricket agents couldn't locate a case file on record. One suggested I gave the wrong case #. Fortunately, I had a transcript of the chat with the agent who assigned the case number. Another agent said voicemail wasn't part of my plan while it is clearly listed in my account plan. And once, the main number for Cricket support would not work (verified by Agent in transcript of chat). It's been several months since I've been able to use voice mail. Because of the nature of the problem, it is not the phone itself, but the service. Cricket has provided poor phone service and poor follow up on customer complaints. I have transcripts of most of the chats. Unfortunately, the phone calls were not recorded, but I can offer transcripts as proof of these attempts to rectify the situation.Desired Settlement: Fix the voicemail so messages can be left and retrieved. Compensation for not providing the services detailed in my plan over the 3 (or 4?) months the problem has existed.

Business

Response:

July 7, 2014

Review: Order phone and service and company kept money and cancelled order without reason and did not return $198.00. Can not talk to customer service unless you have an account. Since the order was cancelled I don't have an account and no one will speak with me.Desired Settlement: Company to contact me to resolve this ASAP

Business

Response:

November 17, 2014

Revdex.com

Review: I ordered phone on sep 9th, I never turned phone on.So the phone no. Was never activatedI decided the phone was not going to suit my needs. So I returned the phone within the seven day grace period.The sims card fell out the box and was not located untill I had already sent the phone back.I had thought that they forgot to send me the sims card an I had informed the agent as such.When I found the sims card I sent it back referencing the original RA number ([redacted]). Recently I received an email from there receiving co. (Ingram) stating that they were sending me the sims card back. Anyway,I originally paid for on 09/15/2014, in the amount of $54.99. I haven't received any refund. I have called about 48 times.After being told to call several different numbers many times, I realized that was not going to work. I would like some kind of refund.Desired Settlement: I realize they charge a restocking fee but that amount does not exceed what I paid them.

Business

Response:

December 22, 2014Revdex.com

Review: This bill is paid via [redacted] BillPay, scheduled to arrive at Cricket on first of month. Within a few days, payment is deducted from my bank. However, 75% of time, my account at Cricket is not credited with payment, and service is cut. I must call Leap Wireless Escalations Dept (Cricket parent co.) and complain, fax proof that check was cashed and processed, and wait even longer (at least a week) before service is restored. i'm never told when service is restored; I save draft text and test sending until successful, at which point I know service is back. Kicker is: another payment, made identically, for different wireless account, is usually processed same time, and never has trouble. My service is barest minimum, unlimited talk/text at $25/30days. Other account is smartphone service at $60/30days. it really feels like Cricket is trying to pressure me into upgrading account - which I cannot do. I cannot afford changed providers if it means buying a new phone, I do not want "more" services. I cannot get Leap to tell me WHY this happens and why two accounts are treated differently.Desired Settlement: I want to know WHY this happens, especially if it's subtle pressure to upgrade, and have it STOP. I want my account to be credited in timely manner and service interruptions ended. I want Cricket on notice that tacit pressure to upgrade service has been noticed and being watched.

Business

Response:

April 25, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding billing issues. In her

complaint, Ms. [redacted] states that her bill is paid via [redacted] BillPay

and is scheduled to arrive on the first of every month. Ms. [redacted] also

states that 75% of the time, the payment is deducted from her bank account but

is not posting to her account with Cricket. Ms. [redacted] then has to call

Cricket and fax proof that her payment was cashed and processed with her bank.

Ms. [redacted] also states that her services are interrupted due to this delay

and that she is never notified when these services are turned back on. Ms.

[redacted] states that she believes Cricket is pressuring her into upgrading her

rate plan, which she cannot do. Ms. [redacted] requests that Cricket post her

payments in a timely manner to her account in order to avoid service

interruptions.

We apologize for any inconvenience or poor service Ms. [redacted] felt

she received. Cricket strives to provide excellent customer service at all

times, and we regret when that high standard is not met.

Cricket has no control over the time it takes to release funds once

Bill Pay is scheduled between a customer and their financial institution. Ms.

[redacted] may consider speaking with a representative at her financial

institution to inquire about reasons for any possible delays. If a paper check

is being sent to Cricket from Ms. [redacted]’s bank, this payment should be

scheduled 10-14 business days prior to Ms. [redacted]’s bill due date to allow

time for mail delivery and for the payment to post to her account. Listed below

are some other payment options that Ms. [redacted] may consider.

Cricket customers have several options to

pay for their service each month:

Automatic

Bill Payment

With this option, Cricket automatically

deducts the account balance from the customers’ credit card, debit card, or

bank account each month. There is no

payment fee associated with this method.

To sign up, contact a Vesta payment specialist at [redacted] or

Cricket customer service at [redacted].

On

Device

Payments can be made using the My Account

application directly from their Cricket phone. Go to My Account via the mobile

web or tap on the My Account icon (looks like a money bag) on the phone’s home

screen and click “Pay My Bill.” There is

no payment fee associated with this method.

Online

Payments

Payments can be made through the My Account

section of mycricket.com. There is no payment fee associated with this method.

Automated

System

Make a payment using a check or credit card

by dialing [redacted]. This is

service is available 24 hours a day and subject to a $2 processing fee.

Authorized

Payment Locations

Most authorized payment locations only

accept cash payments. Full Service

Cricket Stores accept cash, credit or debit cards, or checks. Payments are subject to a $3 processing fee.

Mail

A personal check or money order can be

mailed to the following address:

Cricket Communications

Processing of mail payments can take 7-10

business days before the payment posts to the Cricket account. To help ensure timely payment processing,

please write the Cricket account number on the check or money order. There is no fee associated with this payment

method.

We thank Ms. [redacted] for her

communication and we trust that this explanation resolves 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.

The response from Cricket is not acceptable because I have received that response repeatedly from them already. *Cricket* seems unable to deal with this; I must call Leap Communications' corporate office here in [redacted], then request to be transferred to the "Escalations Department" - bypassing Cricket altogether. It was for this reason the I had selected Leap Communications from the list when I initiated this complaint.

I have tried to set up an autopay for this and another Cricket account. It has never been successful. I do not like to pay by phone. I need to have bills set up as much as possible to be auto paid, thus the use of bill pay through my credit union.

Months ago, I worked out, with the help of my credit union's bill pay support, how to set up the payments to arrive when scheduled. So the payment for the Cricket account is set up to *arrive* at Cricket on the first or second of the month. Cricket's processing stamps on the back of the checks show that they are processed on the fourth or fifth, and the amount clears my bank account around the same time. However, my service is not continued, and around the twelfth or thirteenth I find myself with cellphone service cut off.

I call Escalations, explain the situatuon and request that they review my account records to see that this has happened before. I then state that I am willing to fax in a copy of the cancelled check, and request to know *why* this is happening. I also try to make sure that I will be credited a full month's service from the time this is fixed, not from whenever my renewal date was supposed to be. I then fax the information they request - and wait. I am never informed when service resumes. I am never given any information as to why this keeps happening.

This time, images of the cancelled check were not available online (they usually are), so I had to request a copy from my credit union. I faxed it as soon as I could after it arrived (next morning). On the notes of the case (i hope; I told the phone agent) is a request to know *why* this is happening and how we can prevent this. I included this on the fax, as well as delineating the line on the check stating that it is to be applied to "Account [cellphone number]". In the bill pay setup, I have the memo line filled with my account number that is not the phone number.

What makes the so egregious, to my thinking, is the fact that I pay *two* Cricket accounts in exactly the same way and time each month, and only the less-expensive one has this trouble. i've compared the cancelled chacks from both, and by all appearances they are processed by Cricket at the same time and location (both show the same date and name on the stamp -"Regulus"). Both specify the account to which the payment should be applied.

I want to know *why* this keeps happening to this account (and not the other) and make it stop. I have given Cricket all the data needed to process and apply the payment expeditiously for both accounts, yet this one doesn't seem to work. I want Cricket to know that if this is a subtle and tacit pressure to get me to upgrade my service, it won't work and we are aware of it. Even were I able to afford two smartphone accounts, *i* have no need nor desire for one, and I refuse to pay for services I would never use. The point is moot, as I cannot afford it regardless.

Mt current payment research case number is [redacted].

Regards,

Business

Response:

April 25, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding billing issues. In her

complaint, Ms. [redacted] states that her bill is paid via [redacted] BillPay

and is scheduled to arrive on the first of every month. Ms. [redacted] also

states that 75% of the time, the payment is deducted from her bank account but

is not posting to her account with Cricket. Ms. [redacted] then has to call

Cricket and fax proof that her payment was cashed and processed with her bank.

Ms. [redacted] also states that her services are interrupted due to this delay

and that she is never notified when these services are turned back on. Ms.

[redacted] states that she believes Cricket is pressuring her into upgrading her

rate plan, which she cannot do. Ms. [redacted] requests that Cricket post her

payments in a timely manner to her account in order to avoid service

interruptions.

We apologize for any inconvenience or poor service Ms. [redacted] felt

she received. Cricket strives to provide excellent customer service at all

times, and we regret when that high standard is not met.

On May 01, 2013, we spoke with Ms.

[redacted]. After review of her account and the check payments that were being

processed, it was discovered that her account number was not present on the

front of the checks. We educated Ms. [redacted] that this was the reason for the

delay of her payments posting. Ms. [redacted] has updated her account number in

her bill pay profile and we have informed her that this will resolve the issue.

A credit of $25.00 was applied to Ms. [redacted]’s account for the inconvenience

that she experienced.

We thank Ms. [redacted] for her

communication and we trust that this action resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: how can you charge extra for customer service when you call in you get "no agents avilible please goto a cricket store " this happens every time you call in and when you call Leap wireless you get noting but its not our dept and then they transfer you into that line and when you call back you get the same thing over and over - when you want to switch plans web site willl not let you and when you call they tell you it cant be done I was trying to go from the 60 to the 70.00 dollar plan and it took me a week plus to do- which should only took 10 minutes if that Something needs to be done about the lack of customer service that they charge for and dont supplyDesired Settlement: some one ought to make them follow there rules

Business

Response:

May 01, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding customer service and 1-800-CRICKET

accessibility issues. In his complaint, Mr. [redacted] states that every time he

calls in to the customer service line, he is transferred over and over and has

to wait on hold for extended periods of time. Mr. [redacted] also states that when he

tried to switch his rate plan using mycricket.com, it would not allow him to do

so. Mr. [redacted] requests that something be done about the lack of customer service

that Cricket charges for and does not supply.

We apologize to Mr. [redacted] for any inconvenience

that he may have experienced due to this matter. Cricket strives to provide

excellent customer service at all times and we regret if that high standard was

not met.

Please be advised that several situations

will make it difficult to speak to a Customer Service Representative on this

line. Customers may experience extended wait times during peak hours when call

volumes are high. If Mr. [redacted] finds

himself calling during late afternoon or early evening hours, the wait time may

be longer. Alternatively, Mr. [redacted] may

also visit a Full Service Cricket Store to speak with a Customer Service

Representative. To find a Full Service

Cricket Store, Mr. [redacted] can go to www.mycricket.com and click on the

"Find a Store" link.

If a customer inputs the information

requested incorrectly, the call will automatically go back to the initial menu,

which may delay contact with a Customer Service Representative.

We understand Mr. Cole’s

frustrations and we apologize and recognize that the 1-800-CRICKET line is

extremely busy and that often customer service representatives are helping

other customers. It is at this point we ask our customers to place their calls

early in the morning or late in the evening to avoid on-hold times.

1-800-CRICKET is a toll-free customer service line and there is no additional

charge associated with using this service.

Please know that Cricket is constantly

upgrading its network and technology to make this service more user-friendly

and convenient.

We thank Mr. [redacted] for his communication and

we trust that this explanation resolves his complaint. If Mr. [redacted] has any additional

questions or concerns, he can reach our escalations department at 858-882-9999.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I want to complain because I bought a phone and the speaker went out on it in 3 days it was a brand new phone why should I be charged 15 dollars to switch my number over to a new phone that is 3 days old and also why should you have to pay 3 dollars surcharge when you pay your bill every momthDesired Settlement: I would really like my full amount refunded I went back to store to pay 15 to switch over number to new phone I didnt have it at the time they denied to give me another phone because I had scratches on phone I had to buy a new phone there is spose to be a 30 day warranty on phones they made me pay for a new phone they charge you 3 dollars everytime added to phone bill ive never had to pay 15 charge with any other company to switch over number or had to pay 3 extra dollars to pay my bill

Business

Response:

May 9, 2013

Revdex.com

Online Complaint

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding an ESN change fee and device

return. In his complaint, Mr. [redacted] states that he bought a new phone and

within three days, the speaker malfunctioned. Mr. [redacted] was then charged

$15.00 to change his number over to a new device. Mr. [redacted] also states

that he is charged $3.00 every time he pays his bill in the store. Mr.

[redacted] requests a refund for the ESN change fee and a credit on his account

for the inconvenience.

We apologize to Mr. [redacted] for any

inconvenience or poor service he felt he received.

We spoke with Mr. [redacted] on May 9, 2013

to discuss his complaint. We advised Mr. [redacted] that the $15.00 ESN change

fee was charged to all customers who switch their phone number to a new device.

Due to Mr. [redacted]’s device being only three days old, we issued a credit of

$31.37 to cover this fee and the inconvenience that he experienced. We also

informed Mr. [redacted] that he can avoid the $3.00 in store payment fee by

paying his bill online or directly through his phone. Mr. [redacted] understood

and was satisfied with the action taken.

We thank Mr. [redacted] for his

communication and we trust that this action resolves his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: This company has sold defective phones to it's customers. I have had to have my cell phone replaced four times in one year and the phone that I have now is more defective than the last. I have called there customer service several times and have not been able to get a satisfactory soultion. I was told by two employee's that they stopped selling this phone due to it being defective. I was told that they could do a warranty exchange and give them more money to get a different phone but same model and they are supposed to be refurbished phones but they are defective also.I have insurance and its a scam. Five dollars extra a month and I still have to pay 125 for anthor defective phone. This is the second time Cricket has sold me a phone knowing full well that they are defective and had me paying money for phones they knew I would bring back. The first time it was the huawei assend. I am at my wits end and I have tried everything I could do to resolve this issue. But this is the second time they have done this to me. I am very upset and do not know what to do. I can not afford to keep buying phones at there outrageous prices and I have been a loyal customer. My service has never been terminated or suspended. I can't take it. Please help.My phone glitches shuts off I can't acess the internet more than 90% of the time and my phone dies not receive calls half the time and can take days to send a message. My phone has no physical damage but its all the way messed up. There customer care is a joke they have been rude and told me there is nothing they could do for me And told me to deal with it. I have had problems with this phone since the day I opened it after ordering it online.I informed customer care of this and I was told its new so just use it.Desired Settlement: I paid 400$ for this phone originally and 125 to get it replaced through insurance and 25$ to replace it through the warranty exchange and the phones are defective. I don't want to receive a phone that is a down grade for what I have or what I paid. If they could replace my phone with the Samsung galaxy I would be willing to take that. Its the only phone that would be a fair exchange. Its up to par with my specs on my broken phone now and all of there other phones have the same bad reviews

Business

Response:

May 20, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam:

This correspondence is in reference to complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states that she has had to replace her cell phone four times in one year. She states that the phone she has now is more defective that the last. Ms. [redacted] states that she has called customer service several times and has not been able to get a satisfactory solution. Ms. [redacted] feels that the $5.00 insurance fee she pays monthly for her phone is a scam because she has to pay a $125.00 deductible for a replacement device. Ms. [redacted] states that she cannot afford to keep purchasing new phones and feels that Cricket sells their phones knowing that they are defective. She states that he phone has been defective since the day she got it. Ms. [redacted] is requesting assistance with replacing her phone with a comparable device; she is requesting that Cricket provide her with a Samsung Galaxy S III.

We apologize for any inconvenience or poor service Ms. [redacted] felt she received. Cricket strives to provide excellent customer service at all times, and we regret if that high standard is not met.

Cricket offers a Handset Protection Program (HPP) to all customers. Cricket’s Handset Protection Program will replace the customer’s phone if it is lost, stolen or damaged. Customers may sign up for replacement coverage on the handset or be covered by the manufacturer’s warranty. There is a $5.00-$10.00 monthly charge for HPP, depending on the device. The deductible amounts to replace a device range from $20.00-200.00, depending on the device. Full coverage information about Cricket’s Handset Protection Program can be found online at [redacted].

[redacted], the Operations Manager in [redacted] contacted Ms. [redacted] on May 16, 2013 to discuss her complaint in detail. Mr. [redacted] offered Ms. [redacted] a HTC One V to replace her current phone. This device is comparable to Ms. [redacted]’s defective device and was offered free of charge. Ms. [redacted] accepted this offer and had her phone replaced at the store that day. Mr. [redacted] also offered Ms. [redacted] a free month of service and applied a credit to her bill.

We thank Ms. [redacted] for her communication and we trust this action resolves 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 why your not satisfied.

I orginally accepted the offer of taking the htc because I was told by [redacted] the rep on behalf of cricket told me that the features were up to par with my old phone and were better which infact turned out not to be false. my old phone had a front facing camara and an 8 megapixel reardd camara. the htc does not have a front camara and the quality of the rear camara is 5 megapixels. I jave a job that requires video chat and clear pictures for my customers and I can not deliver that with this phpne the htc one. also this phone overheats which in turn causes it not to charge properly and it shuts down and off. the quality of sound is terrible. I was told by [redacted] to take the phone back to the store and get it replaced and I went to the store on two different days and they had closed the store earlier than 8pm. and I was there earlier than 7:25 I informed [redacted] of this today when I called him. I was told by him that he would look into more options and call me back. I had stated the phone that I felt would be a

Regards,

Business

Response:

May 28, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [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 accepted the original offer for the HTC One V because [redacted] told her that the features were comparable. She states that her previous phone had a front facing camera and an 8 megapixel rear camera. Ms. [redacted] states that the HTC One V has a 5 megapixel camera, and her job requires that she has the ability to video chat and take clear pictures. She states that the HTC One V is overheating and the sound quality is poor. Ms. [redacted] states that she spoke to [redacted] (Operations Manager) who told her to take it to the store to get it replaced. She states that she visited the store on two different days and they closed earlier than 8 p.m. Ms. [redacted] is requesting a device that is comparable to her previous device.

We apologize for any inconvenience or poor service Ms. [redacted] felt she received. Cricket strives to provide excellent customer service at all times, and we regret if that high standard is not met.

Ms. [redacted] visited Cricket on May 23, 2013 and was provided an HTC One SV, which has all of the features that are important to her. We informed Ms. [redacted] that the retail store operating hours are only until 7 p.m., and that is why the Cricket store was closed when she visited. We called Ms. [redacted] on May 24, 2013 and confirmed the details of the exchange, and Ms. [redacted] stated she is happy with the device.

We thank Ms. [redacted] for her communication and we trust this action closes her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: BOUGHT A CRICKET WIFI WAVE.THEY CHARGED ME $150.00 DOLLARS WHEN ON-LINE IS $50.00 CHEAPERDesired Settlement: I WANT MY $50 THAT THEY PROMOTE ON LINE

Business

Response:

May 31, 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 a Cricket purchase. In his complaint,

Mr. [redacted] states that he purchased a Cricket Wi-Fi device online. He

states that he was charged $150.00 when it was advertised at $100.00. Mr.

[redacted] is requesting a refund for $50.00 because he did not receive the

advertised price.

We apologize to Mr. [redacted] for any

inconvenience or poor service he felt he received. Cricket strives to provide

excellent customer service and we regret when that high standard is not met.

In reviewing Mr. [redacted]’s account we have

identified that the device he purchased was in fact advertised at $149.99 with

a $50.00 instant web discount. The final cost when Mr. [redacted] closed his

sale should have been $99.99 plus tax. We have identified that this may have

been caused by a defect on the web page, and have deployed the appropriate

department to research and correct the defect that caused this.

On May 31, 2013 a refund was processed back to Mr.

[redacted]’s credit or debit card, in the amount of $53.26. The confirmation

for this refund is [redacted], and can take 3-5 business days to process.

We thank Mr. [redacted] for his communication

and we trust this action resolves his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I was treated very badly and sold a bad phone from [redacted]. The employees told me that I had a 30 day guarantee on the phone that they refuse to honor. 1. When they sold me the phone that is of bad quality (Huawei), the guy saw my immediate need for a phone and took advantage. He spoke to me in a patronizing tone and he would not give me direct answers to my questions and ultimately sold me a faulty phone.2. Because of the way he treated me I went to [redacted] to exchange the phone, The man immediately told me that he could not help me because it was past 30 days. I had to ask him to check my account so he could see that it WAS NOT past 30 days. He then said he would exchange it for another phone but said there was a 30% restocking fee which was never explained when I bought it. Because of his bad business, I left and drove to the corporate location (50 minutes round trip-[redacted]) where I was informed that there should be no restocking fee on phones returned within 30 days & was directed to the manager over the store I bought the phone from. I had to drive because they never answer phone4. I spoke with ([redacted] the [redacted] store manager who told me they would take care of me with no problem. But once I arrived, the guy was again speaking to me in a condescending manner and told me he couldn't return it due to there being a small dent in the corner of the phone. (I kept my phone in the case the entire time I had the phone. Their faulty case does not protect the corners of the phone)When I visited the other locations, no one ever said there was a problem with the phone. He called & exaggerated to supervisor acting as if I were the problem and the supervisor refused to call me to get my perspective. When I attempted to reach [redacted] (the initial mgr I spoke to) he did not answer. I left him a mssg about the lack of service & said I would like to email him pictures of phone. The employees have acted as if my 10 yrs of good business means nothing.Desired Settlement: Because of their lack good business, I've had to make 5 trips, many many calls; wasted too many hours of my life to get a world of hassle, stress, upset and even was driven to tears because they refuse to hold true on their promise-refund/exchange on phone returned within 30 days. I would like a full refund for my phone and case. Time & mental anguish are irreplaceable, therefore I feel that at the very least 2 months credit for my bill and honor of any current sale that is running.

Business

Response:

June 24, 2013

Review: Went on crickets website to pay my bill, I received an error message saying the payment was not processed to try again. well I did and it processed my payment twice for 2 different amounts. I called cricket told them what happened was transfered to 4 different people and was finally given a ticket number ([redacted]) and was told it would take 10 to 14 days to get the second payment refunded back to me. This alone is outrageous since they collect the payment instantly out of my account. Well I receive an email stating this [redacted] - -Refund request denied. PayGo payments are not refundable. This problem was caused by their website not an error on my part. This is quite a good scam to collect additional money not due to them. They create a bogus error message and then refuse to correct it by giving the additional money back. Not to mention they collect 2 different amounts. The second amount was 2 dollars more the the first one.Desired Settlement: I want the money refunded to me, regardless of whether or not we have gone into another billing cycle for the phone.

Business

Response:

July 2, 2013

Review: On May 20, 2013 I purchase a Galaxy S 3 phone from Cricket store @[redacted]. The in store ad and the store clerk, stated that said phone cost $299.00. I purchase the phone, with my credit card and up graded my plan to the $60.00 plan. I was told that the up grade would show on my next statement. I did not order any other service. On June 15, 2013 the phone just died(wouldn't power on). So I took it back the said store to find out what was wrong with it. The clerk there, who said her name was [redacted], ask me was it charged? I inform her it was fully charged. She remove the back, took out the battery, replace it with a new one, the phone power on. She put my battery back in and the phone power on. Ask about replacing it and she stated that "she can not because I didn't have the receipt with me". I ask her to look it up in the computer, she said "she couldn't" but, if I had any more problems with it to take it to the store @ [redacted]. they could replace it there without a receipt. On June 21, 2013 the phone died again. And I took it to the [redacted]. Store and at first was told that I had to take it back to the store of purchase with the original box. Then told me that "they can't replace it because its only been 30 days since day of purchase and they could only replace it after 31 days". However, they reluctantly replace the phone. The ad for said phone, in both stores, state' the phone cost $299.99 but, and with credit card statement in hand, I ask why I was billed $483.94 for said phone? He said " that price is for new customer, from other carriers" When I ask why is that not posted on the ad? He said "it is". When I ask for him to come show me, he refused.Desired Settlement: I'm respectfully requesting that your office find out (1) Why I was billed $483.94 for a $299.99 phone? (2) Why are they selling refurbish phones as new phone without informing the customer? (3) Why, if what they said about new customers pricing is true, is that info not posted on the in store ads? And for any other relief you deem just and proper.Thank You!

Business

Response:

July 8, 2013

Review: I Called Cricket on 7/31/2013 and spoke to csr rep and advised that the panel on my phone was not working, so I was told to go into a cricket store and because the manufacter warranty had not expired they they would review the phone and replace at the store they day I went into the store. I went into the Cricket store on [redacted] in the [redacted] an arrived at 5:10pm did not get seen until 6:25pm. I was called up to the counter by a gentleman who pronounced my name incorrectly when I corrected him he said " oh well" as through up his hands. By while I waited they store had children running around through their shores and toys. When I mentioned it the the assistant Manager she said "well I can only tell the parents so many times" and she walked away, with disregard to her customer. I told them the issue I had with my phone, I was informed that I had to purchase a case for the phone and wait two days to receive the phone. This was not the information I was informed when I had called; so I left out of frustration of the service and the incorrect information I received by Cricket employees. This is the second phone purchased because the panel stops working. This location has horrible service I hate going to that store, and calling the customer service is just worse. I Could not understand anything the lady was saying. I had to keep telling her to adjust her headset. When I go into store I want my name pronouced correctly if they can't say it then they should ask.Desired Settlement: I would like the handset replaced by mail, and I will gladly send the handset back since this is the second time having the phone replaced.I do know want to go back into the store to receive the horrible service at the location and wait an 1 hour and 30 min to be seen.I want a letter of apology from the customer service manager from that location not a generic letter from the complaint department. I want that manager to be held accountable for his/her employees.

Business

Response:

August 9, 2013

Review: Cricket [redacted] Today, September 7, 2013 was the fifth time in three weeks that I have visited Cricket [redacted], with regard to several ongoing concerns. Initially on August 19, 2013, I acquired a Samsung Galaxy through the YBuy program and paid $60 for this transaction. The store manager, [redacted], processed the transaction. The following day, August 20, the telephone service was turned off and I revisited the store and paid an additional $60 for the service to be restored. At this time, I was given a receipt for the previous days invoice for the telephone which indicated that only $44.27 was applied toward the purchase of the phone for the Ybuy program, even though $60.00 was given. The store manager, [redacted], did not explain, indicate or provide a statement showing where the missing $15.00 was applied. One week later, August 26, 2013, the cell service shut off again. Spoke with store manager, [redacted], again and he turned on telephone. Seven days later the telephone disconnected again on August 31, 2013 and also again on September 6th service was turned off. With each attempt to speak with [redacted], we were informed that he would correct the error and restore service and each week, the service was turned off. We later learned that managers can restore service to the telephone temporarily for a 37 day period without actually applying the funds to the balance. We have reason to believe that the manager, [redacted], may be involved in scamming customers of their monthly cell phone payments without actually applying the funds to the account. It appears as if each time the customer complains, he simply restores a curiosity service for a few days to buy time. The problem with this is that, each time the service is turned off and the funds were never applied to the account. On September 7th, I explained to [redacted], that I had to pay make a bridge payment the previous weekend of $17.00 in order to restore service to the telephone until after the Labor Day weekend. I demanded a refund, explaining that we initially paid for the cell phone service to cover the entire month on August 20, 2013. [redacted] then reached in his wallet to see if he had the cash in his wallet. After looking in his wallet, he did not see any cash, so he reached in the register and threw the $17.00 towards me. We asked for a receipt showing that this was being credited and he said that he could not produce a receipt. After this, an assistant store manager, [redacted], entered the store and made an attempt to resolve this dispute. He asked [redacted] a few questions about the various transactions (listed on the following page) and made an attempt to resolve the concern. After checking our online account with Cricket, it looks like the funds were just applied to our account, today on September 7, 2013, even though the bill was paid on August 20, 2013. After reviewing the recent encounters with Cricket [redacted], it appears that there may be a scam happening by the management of this company. When speaking with a sales associate on September 6, 2003 explained that this was a common problem among customers. Furthermore, the ease at which [redacted] refunded our $17.00 was suspicious, as there was no electronic record or paper trail of the funds handed over to us. This action alone is proper cause for audit of the business. It also appears that the manager took my funds and never applied them to our account. [redacted] offered me one free month of service from September 19 October 19 in an effort to make a mends, however he would not supply an invoice, a credit or receipt regarding this credit the account. After several attempts to resolve this dispute, I requested to speak with someone other than the employees within this Cricket [redacted] location. I was deterred and told that nobody else could assist with my concern. [redacted], refused to refer us to anyone other than himself, as did his staff. On our own accord, we have contacted the Cricket corporation and visited the local corporate Cricket located on [redacted].Desired Settlement: $15.73 is owed for the installment of the Ybuy and $60 was rendered but only $44.27 was applied to account. One month of service is also owed.

Business

Response:

September 17, 2013

Review: I reactivated a cricket wireless usb stick and my service would not work inside the cricket store because I had my computer with me to see if my wireless would work. it didnt work the first time in the cricket store I purchased service from. so they sent me to another cricket store down the street, went to that cricket store and we left our computer there and came back. the service still would not work. so that second cricket store told us to go back to the cricket store where we purchased the service from and get a refund back. went back to that cricket store and they finally got it to work. went home and the service would not work properly. cant play games because signal was to weak. called cricket 1800 number and the wireless specialist tested the signal for the service we purchased. he said it was to weak of a signal for the internet to work properly.( that claim was recorded on file with cricket as well) took it back to cricket the next day. they said we have to got to another cricket store across town which was a corporate store.the corporate store said that the cricket store told us a lie because they dont give refunds if we didnt buy the service from there store. we explained to the corporate store what happen. he got on the phone and put in a refund request. so the next day the cricket store we purchased our service from called us and said we will be getting our refund in 14 days and cricket was going to leave the service on, so we would have free service and get our refund back. I said ok have a blessed day. couple days later got email saying our refund was denied. we paid $64 for a service that dont work in our area. these guys are con artist giving people the run around. the store is cricket store [redacted] (###-###-####) straight up con artist and another lady was complaining about leaving cricket service as well.. there is [redacted]Desired Settlement: Refund because we was promised a refund because they know that the service didnt work properly in our area because a cricket specialist tested the signal and said it was to weak of a signal for internet to work properly. Thank you very much!!

Business

Response:

October 2, 2013

Review: On Friday, October 18th, my service was disconnected at a critical time I needed my phone. At first, I thought there was a problem with the service overall so I waited an hour and tried again. It was still disconnected so I called them. I was told that I was disconnected because I didn't pay an additional 18.00 bill in cash. Since my account has always been set up on automatic payment, that made no sense. She said I had paid in cash for the last 3 months when I wasn't even in the state 2 of those months. I asked for a manager and was told none were available so I asked to be called back by one. I waited and nobody called me back. Thus, here I am. I've never paid them cash in my life. Why has my account suddenly changed without my permission? Is someone fraudulently using it? I want my phone back on immediately and a credit for this time I was disconnected including the inconvenience I've experienced. This is ridiculous. That is why I set up auto pay. If they want to be paid, use my auto payment plan. That is what it is for. Why is it suddenly a problem after two years?Desired Settlement: I want my phone back on immediately and a credit for this time I was disconnected including the inconvenience I've experienced. I would also like a written apology letter or I'm switching companies.

Business

Response: