Cricket Communications Inc

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: When I signed up I qualified for Lifeline $1.00 per month, I paid one year in advance. In June they merged with ATT and when they updated my file they accidently noted in my account that I no longer qualified for lifeline. There has not been a change in my food stamps. When I went to the Cricket Store on 23rd St. Windsor Mall they looked at my government card, verified it, and reinstated me to lifeline but they my account and insist I pay $29.32. They took my $8.00 and some change and charged my account a total of $36.85. Cricket policy is not to issue credit back for any reason. I contacted them at the store, customer service in the Phillippines, and today I have left a message at their Georgia office. I have done everything I can think of to do. It is morally wrong for this to happen, but I don't know if it is legal or what I can do about it.Desired Settlement: Just credit my $8.00 plus back to my account, remove the charges that they placed on my account through their error, put my phone service back to active and in good standing.

Business

Response:

June 25, 2014

Review: When I bought the phone I was told I could send a rebate in for a $50 Visa card. I had the phone for a month had dropped calls, Internet would not work, text messaging would not go through. I sent in my rebate and was sent a flyer that a 2nd payment was not made which voided the rebate. I was never informed of this rule at the cricket store.Desired Settlement: Due to negligent information from the salesperson I want the $50 refund sent to me.

Business

Response:

November 21, 2014Revdex.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] in regards to her $50 rebate. In her complaint, Ms. [redacted] claims that she is having issues with her Cricket service. In addition, Ms. [redacted] claims that she was not informed of Cricket’s rebate guidelines requiring her to pay for her Cricket services in order to receive the rebate. Ms. [redacted] is requesting her rebate be approved.

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

We have reviewed Ms. [redacted]’s account and did not find any record that she reported her technical issues to our technical support department for a resolution. Our records indicate Ms. [redacted] cancelled service as of July 23, 2014.

After reviewing the rebate form submitted by Ms. [redacted], we confirmed it does in fact state she “Must have active service at time of validation and have replenished your account within 45 days of activation.” Ms. [redacted]’s did not make any payments after her account was activated on July 15, 2014, rendering her ineligible for the rebate offer. We will not be approving Ms. [redacted]’s rebate as requested.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

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

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:

Review: I bought these phones for work purposes I have to have a phone at all times and my phone is acting up when you answer it echos and you can't hear so I took it to the store because I have insurance on the phones they tell me I have to be without the phone for 3 to 5 days I cant be without the my phone for 5 mins and they refuse to replace the phoneDesired Settlement: Replace the phone

Business

Response:

November 20, 2014Revdex.com

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: On July 16th, I purchased a $40 plan, a $9.99 SIM card, and a $19.99 bluetooth device from cricket.com after the website confirmed I will be able to bring my device. I received the package the next day which contained the SIM Card and the Bluetooth. After trying to activate the card, I kept getting the message, SIM LOCKED! I call cricket the next day while at work and was told I would need to call back with the SIM Card Number but I should be able to get a refund for the card and plan seeing I am keeping the Bluetooth. So I call back and get another agent that also agrees to the refund. He tells me to go to my local cricket store to get the refund. The local corporate store says they cannot give a refund on things I did not buy from their store. I call cricket again, and after an hour the agent got a supervisor Lewis who authorized a refund of $50 and I will receive it in 3 days. My refund never received. I call back ONCE AGAIN and was told the last agent processed the refund request incorrectly. So that agent opened a second case on my account and advised me to mail back the SIM card and they will begin processing the refund. I ripped the cardboard box into pieces and cannot mail the card back. I call again today, to request a $40 refund instead of $50 so they can charge me the 9.99 for the SIM Card. Now I am told absolutely no refund will be given. I am still on the phone after 4 weeks of promised refunds and 1 hour and 38 mins on this active call and I was only able to get a case #[redacted]. I just want my $40 back because I have never been able to use this service. And I called the next day for a refund.Desired Settlement: I just want my $40 back seeing I have never been able to use the service and because the website provided incorrect information. I feel that the website was wrong and now I have to pay for it. THIS IS NOT RIGHT.

Business

Response:

August

14, 2014

Review: I was paying 31 dollars per month and 411 and 1800 information was included. They discontinued my 411 and my 1800 service but refuse to stop charging me for it. Without 411 and 1800 number service my bill is suppose to be a few dollars less than 31 dollars per month. When I called to complain to Crickets Customer Service at ###-###-#### they told me too bad and there is nothing I can do about them robbying me. In so many wordsDesired Settlement: Restored original service of 411 and 1800 calls for information which I am paying for. Or refund me the difference for the amount of time I have been paying for this service and not receiving and adjust monthly payments to be a few dollars under 31 dollars per month

Business

Response:

August

15, 2014

Revdex.com

Review: I paid my bill on 9/15/2014. Cricket turned my service off and refused to turn it back on. Basically said oh well that is your issue go to the place where you paid the bill. I explained that I had my receipt and could give them the info. I asked for a manager. They refused and told me that cricket does not allow customers to talk to a manager. The supervisor told me he is solving my problem by telling me to wait until 9am and go to the store. He did not ask for the payment information. Basicalky it was my problem. Deal with it.Desired Settlement: Credit to my account for not being able to use my phone although I made the payment.

Business

Response:

October

1, 2014

Revdex.com

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: I switched to Cricket after speaking with a store representative on 3 or 4 different occasions. The representative ashored me that my mobile coverage would be better since A T & T bought them out. Only having the service for 2 days, I notice my mobile service was worst. I returned to the store and he gave me a new sims card stating that should fix the problem and at that point I had no service. I called their support service using my husband phone and got the connection back, but the service was still the same. I switched back my service to T-Mobile within 2 day and called Cricket's corporate office to refund my plan amount (not the connection fee or sims card fee) and they are refusing to give me a refund. I felt like I was miss used and lied to about the service and is requesting a refund for $ 70.00 not the $145.00 it cost me. Thanks for any help.[redacted]Desired Settlement: The plan service of $70.00.

Business

Response:

November 14, 2014Revdex.com

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 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: I'm not getting the service I paid for.

I paid for 4G service with my phone plan, but after a week of having switched to this company, I still have not received 4G service. I've called in twice to find out why I am not getting what I paid for (and was told I would receive), but both times, I was given reasons that are simply untrue.Desired Settlement: I'd rather get a refund, but if I can't get a refund, I will consider filing a claim in small claims court to recoup the money I've paid for services not rendered.

Business

Response:

August 7, 2014

Revdex.com

Review: I bought phone and plan from Cricket Wireless on 7/25/14 I paid total of $176.49.I got confirmation email on 7/25/14 and them a email saying phone was shipped on 7/28/14 also got email from UPS saying pt was going to be delivered. After trying to found the package at UPS ended up calling Cricket on 7/31/14 spoke Herny( ??) he checked and said that the package had not left the building yet but should be sent in with on 24 hours. I called UPS on 8/01/14 was told that they do not have the package and need to call Cricket back, I went back and forth between Cricket and UPS for a couple of hours and finally spoke to [redacted] at Cricket who called UPS and then told me that Cricket would be checking into this gave me a ticket # 14[redacted] says that If I dont hear back from Cricket in 48 hours to call and get status, why should I have to call them when they have the issue? execpt for [redacted] I have experienced very poor customer service and long wait times on phone for no result. I have all my documents saved and can provide them if you need proof.Desired Settlement: At this point I still don't have the phone but Cricket has my money.I no longer wish to deal with Cricket and want a full refund.

Business

Response:

August

12, 2014,

Revdex.com

Review: On February 6, 2014 I upgraded my phone. I got the HTC ONE SV. Science could not identified phone that day. I had to for back for them to fix my phone. A week later my phone began to overheat. I went back to the store where I got the phone and told them and the submitted a ticket to get me a replacement but it was denied. I have been having issues with it since I purchased it. I am directed and want believe I paid $300 for this.Desired Settlement: I want a refund of the phone and the service. I have paid for. If they can't resolve the issue.

Business

Response:

April 21, 2014

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: after experiencing daily problems with my phone calls, I thought my phone was the problem, went to the close location and explain; the 2 men were not friendly or professional, however I ended buying a new phone,first they did not want to take my credit card, which is the one I get charged automatically every month, they insisted it had to be cash or debit, after a while they accepted my card, however the guy was going to take a picture of my DL and my Credit card, which I did not feel comfortable with, ask if there was a manager and they said no. A third person walks in, a woman fro corporate, I explained what happened and she said the manager was one of the 2 guys, her attitude was not professional either, however she said there was no need to take picture of my cards. Ended paying with debit $83.00 and left; the 1st phone call with my "New" phone gave me the same problems, went back and explained that, actually called my Mom in front of them and they said it was my Mom's hearing problem...If the phone was not the problem there was no need for me to spend over 80dls that day;they said they said I would only get $30 back... went to the Corporate office in [redacted] and complaint, the guy there said the reason for my problems was that Cricket is joining [redacted] and they were experiencing problems with the lines.. If the guys @ the first location should had said that there was no need for me to spend money & time dealing with them.. The person [redacted] at Corporate said, go back and they will give you a full refund, just finished talking to the the owner; did that and they laugh saying Kevin was a friend of them and I was only going to get $30... It took another trip to Corporate and at the end I only got $33 dls and a promise of getting the other $50 credited to my account... I wasted many hours of my day off and spent money that I,m not sure I.ll see again, on top of being ridiculized.Desired Settlement: Would like to received the full amount of the refund.

Business

Response:

April 17, 2014

Review: On 1/9/14 I went on line to the cricket website to pay my January bill. I paid online, with my Mastercard debit card. There was an error message that said my payment didn't go through, so I called the customer service rep & made another payment over the phone. Each payment was for $36.00. On 1/11/14 I viewed my online statement & called the bank which confirmed that both payments were taken out of my account by Cricket. There was NOT an authorization hold for the 2nd payment as stated by Cricket. Both payments were taken out of the account by Cricket, who refused to refund the extra payment. The amount due for January was $36.00, however, I inadvertently paid $72.00 for January, despite the online error message, both payments went through. I called the Cricket payment specialist department repeatedly & every operator refused to send a refund for the over payment or give me the additional month credit for the additional payment taken of $36 taken out of my checking account. Cricket refused to refund my money or give me a credit for the over payment. They are using deceptive business practices & are giving me the run around. A refund never comes from your bank as Cricket states, to get rid of your call. A refund always comes from the company. I'm out the money for the over payment & it will never be refunded to me by Cricket. They stole my money, & when I tried to get it back all I got was the run around & lots of frustration.Desired Settlement: I would like Cricket to refund the over payment of $36 back to my checking account, which they have refused to do. There was never an authorization hold on the money. It was 2 payments that were taken out of the account & sent to Cricket. Cricket has refused to send the over payment back to my bank account. I have gotten the run around. The bank cannot issue me a refund, as Cricket states. The refund has to come from Cricket, & after repeated calls they are refusing to help me in any way.

Business

Response:

January 20, 2014

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