Cricket Communications Inc

Review: I paid my bill early I paid 47.00 on the 9th of may. then I canceled the service on the 21th and they would not give me back my money they told me it was the next months service which I was not going to have anymore.Desired Settlement: I would like my money back since I am no longer with the company

Business

Response:

June 9, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states she paid her bill early on May 9, 2014 but cancelled service on May 21, 2014. Ms. [redacted] is requesting a refund since she is no longer using the service.

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.

In review of Ms. [redacted]’s account we have verified that she prepaid her account for the May 27, 2014 bill cycle and she disconnected her service May 21, 2014. We have issued a refund in the amount of $47.00 back to her [redacted] card ending in [redacted]. The confirmation number is [redacted] and it can take 3-5 business days for the refund to process to her card. If Ms. [redacted] has any questions regarding this refund transaction, she can contact our payment processing center at [redacted].

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

Regards,

Corporate Customer Relations

6380 S. Fiddlers Green Circle, Suite. 900

Greenwood Village, CO 80111

Review: I'm writing this on behalf of my neighbor who is an English second language speaker:The original phone ([redacted]) was damaged and so I went in to replace the device. The device was replaced with an [redacted] phone. I was not informed at the time of purchase that a new line was being activated. It wasn't until I got home that I noticed that a new number was connected to the new phone.

We only noticed that it was a new number when my son called me from that phone. Unknowingly that I would be billed an additional fee we just continued to use that number. When we received the bill we were charged for all three phones. I went into the store and spoke with the manager named [redacted] and was told that I had to pay all additional charges. I requested that they call corporate to resolve the issue while there and they pretended to call him. The employee went in another room and said he spoke with them, but never let me speak with them. They were of no assistance and were laughing as we exited the building. I've attempted to contact Cricket directly, but they tell me this matter has to be cleared up through the store. I feel I was taken advantage of.Desired Settlement: To not have to pay additional fee of $120.00 and have phone reactivated.

Business

Response:

July 18, 2014

Review: I noticed a security vulnerability regarding my cricket phone and the social media open ID authentication system. Problem description : I am getting random text messages from some random facebook number of varying length (The last 2 texts I got were from the numbers : [redacted] and [redacted]). These text messages tell me about some random facebook status updates and in it is a link. When I click on the link, It takes me to the actual facebook account of some random people. I am able to see all their private information such as messages, pictures etc. I noticed this on friday (07/04/2014). I initially thought it was facebook causing the erratic re-directs but I researched on the internet and realized it was actually a network flaw from my service provider Cricket not handling user cookie data and page redirects properly. This problem had previously been reported to AT&T and because of the sensitive nature of the issue and how such a big security flaw could harm their data they quickly took measures to fix the issue. A link to the same issue reported to AT&T is at : However when I reported the issue to Cricket (by calling and speaking to their Technical support personnel), a supervisor whom I spoke to consistently denied that it was Crickets problem and blamed it on facebook despite my telling him that it had happened to AT&T and they fixed, he then started being rude to me and hang up on me. I called again and spoke to another lady who transferred me to the same [redacted] (supervisor). And for the second time, he was rude to me and hang up on me. I kept telling him how this would harm their business if customers got to know about such facebook privacy issues on their network and he just kept being rude at me.I am a software developer by profession was being ethical, not trying to exploit the security flaw and was acting in good faith and instead what I received was a very rude response to my good action. My calls to Cricket were placed around 6.38 pm (23 minutes) and 7.09 pm (31 minutes)Desired Settlement: 1. I want cricket to fix the security vulnerability else I will report it to the press if no action is taken and I don't care how bad it affects their business.2. I want that supervisor sanctioned because his actions as a front-person for the company was very terrible and could end up making the company lose millions of dollars in revenue as it would drive a lot of people from using Cricket.As an aspiring business owner, I wouldn't want this person in my business at all. He is a big liability

Business

Response:

July 23, 2014

Revdex.com

Review: I purchased a Nokia lumia cell phone from the cricket wireless cricket location in Rincon Georgia on 7/03/2014 when I purchased this phone the guy working in the store tried to activate in for me during the activation process he had a few issues with the phone and had to call up someone and ask what the problem was with the phone after getting off the phone he restarted it and informed me there was nothing major wrong and that he was just inserting the SD card in wrong so about 3 day my cell phone turned completely and I could hear my cell phone ringing and hear my text messages coming through bout the phone would not come on at all so I returned to the cricket location and explained what was wrong the guy inserted some type of cord then played around with the phone pretending to fix something then handed me back the phone staying he fixed it. Two days later I was out riding and I realized that my cell phone was doing the same thing again so I took it back to the same cricket location this time to return it because I was tired of it cutting off OK put in mind they gave me 7 days to return the phone if I had any problems so when I went inside the store on the fifth day they did not want to except the phone back and said they could only resolve the problem so again he stuck the same cord in the phone and pretended to fix it and handed it back to me saying it was fix now I'm having the same problem again I am very upset that I spent my entire check on a phone that doesn't work properly and that they would be so careless to cell me a phone that they knew had internal problems before they sold it me and lied about resolving the problem and that they denied my return of the phone even though I was still in my 7 day return periodDesired Settlement: I would like another phone that works or my money refunded because this is ridiculous and that was to much money to pay for something that does not work properly and they shouldn't have denied my return of the product because I was told by Nokia headquarters I could go back to the cricket location and return the phone because I was still in the 7 day period!!!

Business

Response:

August

11, 2014

Revdex.com

Review: I made a payment first thing in the morning on August 8 to Cricket wireless through their online services in the amount of $51.00. Cricket charge my account 2 times for the $51.00. I connected my bank and cricket to find a resolution. The only thing Cricket needed to do was fax my bank a release of one of the authorizations. However they said they would not do this for 48 hours. WHY???? That's their policy. It didn't take them 48 hours to take my money but its going to take them 48 hours to send this paper to my bank. I just want my money back.Desired Settlement: I want my back in my account today.

Business

Response:

August

22, 2014

Review: I went in to cricket wireless to purchase my 4th line for my son. I currently had 3 active lines one for my husband, me and the children shared a line. My son is going to high school, so I was getting him his own phone. I told the rep that we wanted to add another line to my service. she migrated my daughters phone number to the new phone and made that phone inoperable. However, I just bought that phone about 40 days ago and now it is useless because of her mistake that they where not willing to fix or replace the phone that they made not usable for the same price they tried giving me a phone for 29.99 instead of the 70.00 that I spent for the phone. they they wanted me to pay activation on that phone when I already had service now I have 3 active phone after paying for a fourth line which is not the case because she cancelled the other phone by accident. [redacted] made the mistake and corporate cricket indicated that the manager or the own of the store should have been able to give us another phone to make it right. However the manager [redacted] was unwilling to respond or help the situation at all. corporate cricket opened a ticket for the trouble but the problem is not resolved. we called [redacted] and texted him several time with out a response. cricket case # [redacted] and [redacted] was called at **xx-xx-xxxxDesired Settlement: I want a new phone with new activation at no cost or fix the phone and apply a credit for disrupting the service so that I have 4 operating phone at no extra cost because it was crickets fault not ours.

Business

Response:

August 27, 2014

Review: I received a text saying that my bill was due on the 21st. I had the money right then, so I paid it on the 19th. I figured my high speed data would renew with payment. After speaking to customer service, I discovered that although they are happy to take my payment early, they will not restart my plan for three days. I should get the service I paid for when they get my money. If I am a day late, Cricket has no problem immediately taking those same services away. I just want what I paid for when I paid for it.Desired Settlement: I want to be able to get my data when I pay for it.

Business

Response:

August 29, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] in regards to the data speeds on her Cricket device. In her complaint, Ms. [redacted] states that her data remains throttled after making an early payment. Ms. [redacted] would like her data speeds to return to normal upon making a payment.

Cricket's Basic, Smart and Pro rate plans include unlimited data access. Each plan also includes a specific amount of high speed data access that enables you to browse, download and stream at up to 4G speeds (among other factors, the data speeds will depend on the device type and available coverage (e.g., 2G, 3G, 4G, 4G LTE).Upon review of Ms. [redacted]’s Cricket account, we found she is currently on our $70.00 Smart plan which includes 10GB of high speed data access, with the option of additional high speed data for $10.00 per Gigabyte. If Ms. [redacted] runs out of high speed data access during any monthly service period, she will still be able to use her data service, but her data access speeds will be reduced to a maximum 128 kbps until the end of her monthly service period. Once she begins the next month of service, her high speed data access will reset and she will once again have access to download speeds up to 4 Mbps on our 4G HSPA+ service or up to 8 Mbps with our LTE service. This is explained in detail within our Acceptable Use Policy (www.cricketwireless.com/aup).

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.

I understand the high speed data and how much I am provided before it reverts to a lower speed. In my first correspondence, there was apparently a misunderstanding. My entire complaint concerns Crickets need to hold off on restoring my high speed data for four days after my bill was paid. The pay date should be irrelevant. It is actually worse for me if I have four more days to run up my high speed...just give my high speed when it is paid.

Regards,

Review: The retailer charge me twice for one phone and also advertice rebate but refuse to give it.Desired Settlement: Give me my money back for the double charge and rebate should be honorable.

Business

Response:

September

12, 2014

Revdex.com

Review: I purchased a phn from cricket $280 on July 11,2014 the phn stopped working on September5the the I took the phone back to the store I bought it from I was told it was still under warranty and to send it back I returned the phone on Set11,2014 the warranty co received it September16,2014 their return policy is within 5 business days of receiving the phn as October1,2014 I haven't received my phone I call several times a week or more and no one can tell me where the phone is I've been without phone service almost a month it's the only phn I have in my home missing out on important calls and appointmentDesired Settlement: I would like for my phone to be replaced with a new device not refurbished and a credit on my account for being without my service

Business

Response:

October

15, 2014

Revdex.com

Review: November 9, 2014 I went to the store to get my credit on my phone. They disconnected my phone and I had to get it activated. I got into a fight with the clerk because she was going to send me to another store to pay the bill. I kept telling her that I paid three months in advance. She wouldn't help me.Desired Settlement: I gave them $150.00 to keep my service on until December 2014. They turned the phone off and I had to go to another store and pay $50.00 to get them to turn my service back on.

Business

Response:

November 25, 2014Revdex.com

Review: I PAID MY BILL IN ADVANCE BUT DUE TO CRICKETS POOR CUSTOMER SERVICE I CANCELLED MY SERVICE I HAVE A BALANCE OF 209.00 AND THEY ARE REFUSING TO REFUND MY MONEYDesired Settlement: I WOULD LIKE MY 209.00 REFUNDED I HAD NO CONTRACT WITH THE COMPANY

Review: I left Cricket on 2/08/2014 for a different carrier and imported my and my husband's number. Cricket still billed debited payment from my account for both of our phones. I contacted cricket to request a refund and they told me that they still had my account, as well as my husband's, as active. I let them know again that as of the 8th of February our numbers had been imported to a different carrier and that they had billed me erroneously and requested a refund. They took the auto-pay off but still had the account as active and refused to refund me. They said that it was the current carrier's fault and that I needed to contact them. I knew that the number had been successfully imported already seeing as though I was using the new phone; however, I called the new carrier and as I had thought the problem indeed was on Cricket's end. I called them back and explained this to them. They then proceeded to transfer me to someone who was for people who speak Spanish and hung up. Needless to say I am very frustrated and upset.Desired Settlement: I simply want them to acknowledge their mistake and refund me my money.

Business

Response:

February 25, 2014

Review: I ordered online a cell phone and service from Cricket.com I paid $95.19 for the phone and the unlimited voice and that was on 03/09/14 I was told I would get my new phone on Tuesday March 11,2014 it is now Friday March 14th I still haven't gotten it. I called again and was told it was in progress and they don't know when I will get it all I got was the run around.Desired Settlement: I want the service I ordered!

Business

Response:

March 25, 2014

Review: I purchased a SIM card and a plan online hour my S3. Went thru the compatibility process and the phone was compatible. Unfortunately once I received the SIM card, I was unsuccessful in getting the phone to work. I called for some assistance and the first guy was of no help do I called back and was informed that the phone needed to be unlocked,did not know anything about that. Tried to get that taken care of, but was unsuccessful in that arena as well. Call back and explained the situation and asked for a refund for the plan amount only and was tools I would not get my money back. This is unacceptable. I should not have to lose out on money for a plan I did not and cannot use.Desired Settlement: $60.00 the price of the plan.

Business

Response:

TO: [redacted]

FROM: [redacted] Customer Support, Cricket Wireless

DATE: June 30th, 2014

SUBJECT: Revdex.com Complaint Number # [redacted]

Ms. [redacted],

I received your Revdex.com complaint regarding a device compatibility issue in which your device registered as being eligible for the GSM network, but it did not work once you placed a sim card in the device.

I apologize for the inaccurate information with regard to the capabilities of the Samsung Galaxy S 3, as the CDMA device you have will not work on Cricket Wireless’ GSM network. In addition, I apologize that your concern regarding a refund had not yet been resolved.

In an effort to resolve your concern, we have processed your refund of your online purchase in the amount of $70.86($60.00 service charge; $10.86 sim card). This refund will be back on the original card based on your financial institution’s policy, typically 1-3 business days.

Again, I apologize for any inconvenience you have experienced as a result of this matter. Should you need further assistance with matter, please feel free to contact me.

Very truly yours,

12735 Morris Road, Ste. 300

Alpharetta, GA 30004

(770)521-2701

CC: Revdex.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I bought a phone from [redacted] which is Cricket Communication now on 13th May 2014 and returned it within 2-3 days without even activating or opening it. The return shipment no shows that they have got the phone back on 23rd May but no refund have been processed so far. I have called their customer care at least 15 times by now and wrote to them on [redacted] and emailed them without but for no help. So far, no one from Cricket have have answered why the refund is not processed. Primarily their customer care representative say that they can't find my order as I do not have a PIN as I never activated the SIM/phone. But I have all other required details as mentioned below.Online Order # [redacted]Phone # [redacted]Name on account: [redacted]Return Shipment # [redacted]Order Placed: 13th MayPhone Received: 17th MayOrder Value: ~204.58 USDTicket # [redacted]Desired Settlement: I would like to get refund of the amount I paid to but mobile handset and their service.

Review: On October 11th 2014 I opened two lines of service. With the opening of new service there was a promotional rebate offered for our two phones. We purchased the phones for $100 (plus tax) and were to receive rebates for them. I just received a notification that the rebate was rejected. I called to clarify they said the forms were incomplete. Both rebates were submitted AS COMPLETED by the store and in the same envelope. The person continued to ramble on and I asked to resolve it quicker as my time is valuable and I have to work. I was unable to resolve it even upon asking to resolve it promptly the representative refused more than once.Desired Settlement: I wish for the rebates to be honored in the amount of $100 and an additional credit of one month of service for my time and the inconvenience.

Business

Response:

December 8, 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 a denied rebate. In his complaint, Mr. [redacted] claims his rebates were denied for incomplete forms. Mr. [redacted] would like his rebates fulfilled and a free month of service.

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

After consulting with Young America, LLC (our third-party rebate provider), they confirmed Mr. [redacted]’s rebate was denied in error. Mr. [redacted]’s rebates have been resubmitted for reprocessing. Mr. [redacted] will be sent a prepaid card for the approved rebate within 10-15 business days. Mr. [redacted] can also track the status of his rebate at www.web-rebates.com/mycricket/Status.aspx.

Cricket will not be providing Mr. [redacted] with a free month of service as he requested.

We thank Mr. [redacted] for his communication and trust that this explanation properly addresses his 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.

In addition to them recognizing that the rebates (note plural) were rejected in error, and the great inconvenience, I now look up the rebate and there are two problems. To begin the waiting period apparently has been "reset" in my case and therefore I have to wait longer. Worse, is that it reflects $50. There were TWO lines of service, TWO phones purchased and even in the businesses response recognize the plural of "rebates" not singular "rebate" yet they have now reduced it to only ONE rebate on their website. This is blatantly not only incompetence by the business but also false advertising as the promotion is still being ran on their website. They are only insulting me aby:1-not offering additional compensation for inconvenience to me due to their error

Review: I purchased a phone online on mycricket.com made order June 8th for a htc desire model [redacted] return policy is that if device is return in like new condition in 30 days a full refund will be given. Received phone June 11th did not like device or service switched number over to [redacted] sent back device [redacted] June 13th tracking # [redacted] it is now July 18th I have called multiple times to cricket and I keep being told that in 48 hours 48 hours have had no response at all!Desired Settlement: Yes I would like a refund for the full amount that I paid for the phone which was $86.59

Business

Response:

July 25, 2013

Review: cricket cell phone store on [redacted]. They published a listing for a screen repair for a Samsung cell phone for $70 I paid up front with a credit card and received a reason I waited for 45 minutes and they told me that they could not repair it at that location they would have to send it to their other store the gentleman from the store told me that he would not be able to fix it until Monday and it would be $225 not 70 as I had already paid I received a call from the store they told me they did not have the equipment to fix it I had called back and spoke with someone else and they told me they were able to fix this it would be $225 now I have to go pick up my phone I've spent 2 hours total dealing with this store that is running a scam the owners name is almond this is the person that I had contact with the change the price.Desired Settlement: the cell phone store would honor their agreement upon the paid price of $70 to fix a samsung galaxy note 2 as advertised in their ad

Business

Response:

August 5, 2013

Review: I have been a customer for several months, I cannot access video messaging which is included in this plan. I was getting credits for not being able to use the service. I was told by Nelson a technical support technician that the service in question hasn't been available for a year! why have I been credited for the past two months? and why is this company still advertising the features if there non existant. I just don't feel that company is very truthful with its customers and are mis-leading the customer as well as false advertisingDesired Settlement: investigate this company! Ive also contacted the media

Business

Response:

September 3, 2013

Review: I called Cricket to get the prices for wireless internet service a week ago. The agent gave me the price and I said ok, I am going to think about it and let you know. But the agent insisted to buy the service for one month including the modem and if I was not satisfied, they will refund my money in full if I cancel within 30 days. The wireless Cricket didn't work for me because I use a phone through internet and it didn't work well with my phone. I called today and asked for authorization number to send the modem back and get my refund. I was shocked when they said, "We only refund you for the modem not the service!" I got this deal because the agent who sold me this told me that I get full refund if I wasn't satisfied and now I hear differently. I am not a fool,If I was told on the phone that I get only the cost of modem not the service refunded, I wouldn't have accepted this deal. This is a scam. They lure people to by the service and promise for full refund if not satisfied then they deal with the customer like this. Why should I pay for the service that I used only for couple of hours to test the modem?Desired Settlement: I paid a total of $122.35 for this deal and expect to get $122.35 refund.

Business

Response:

October 24, 2013