Cricket Communications Inc

Review: my phone keeps cutting off. won't stay charged. freezing and hangs up on people, shuts me off of everything. im completely fed up with this company. went to cricket store and they told me I have to pay for a new phone and I have insurance. what's the point of having insurance if I have to come out my pocket and its something wrong with the phone!Desired Settlement: I need a replacement phone. every time I get service with cricket the service is horrible. I pay more on my bill to have insurance and every single time I have to come out if pocket for something that the insurance should cover!

Business

Response:

August 20, 2013

Review: I bought a Kyocera Kona cell phone with a $35.00 dollar monthly air time card on 11-1-13, And I was not able to use the phone and minutes until It arrived at my home on 11-4-13. I had called customer service and they had stated to me that if, I had not made a payment on 11-30-13 the phone would be cut off. I had tried to explain to them that, I did not buy the phone on 10-3-13, I had bought the phone on 11-1-13, And I did not activate the phone until 11-4-13, Due the fact that the phone was shipped out and not bought in the store. I was told that I was on a 30 day plan. I would be cheated out of 6 days. Order number [redacted] would show that I did not buy the phone until 11-1-13, And the order was shipped out that Friday, And I did not get the phone until that Monday in which, I did not activate the phone until that Monday, So how can you say that was 30 days.My plan should go from the date that I activated it, In which from 11-4-13 - 12-4-13 is 30 days. I did not bu the phone on 10-30-13. And the plan should began the date that you activate the phone. I am being cheated out of at least 6 days.Desired Settlement: That the plan be corrected, And the plan goes as follows, From the 4th to the 4th of every month. Records will reveal that I did not buy and I did not activate on know 30th. I bought the phone on the 1st,And I activated the phone on 11-13. And that is when my plan should had begun, And ended on the 4th of the following month. According to the calculation they is cheating as well as ripping me off, as well as out of some days. I am seeking plan correction please.

Business

Response:

November 22, 2013

Review: I went in on 7/15/2013 abo6t the samsung galaxy 24 dollar per month deal, I could not get the 24 a month deal but was told that for two galaxy 3 phones I could pay 155 dollars up front and pay 70 dollars a month for the phone and pay my regular monthly service. I was told the 70 a month deal will be taken out of my bank acount on the 2nd of every month, I asked three times to make sure that was all I had to pay for the phones them selves each month and I knew that I still had to pay the regular monthly service fee, it was not taken out today 8/2/2013 so I called a local cricket store and they gave me the phone number to the lender, I called the lender and was told that I was on a biweekly plan, I said that I was supposed to be on a monthly plan and he switched it to monthly, he then advised me that my monthly payment is 155 dollars. I went in to the cricket store where I originally made this deal in lake charles, Louisiana on gestner memorial hwy, they looked in the computer and advised me that the computer said 70 per month for both phones not per phone, so they called the lender and the lender advised them that it is 70 dollars a month per each phone not for both. The cricket agent and manager then told me that I could keep the phones and pay for them or return the phones, loose my 155 dollar down payment and then if I wanted phones I would have to purchase more phones. They then advised me that that was my only options and they could not help me any further. I called the cricket customer service line and they said that the store should be responsible for all of this but they can not help me but will put the complaint on file, this is very confusing.Desired Settlement: I do not know how to resolve this issue, I originally wanted my 155 dollar down payment back and would get other phones that I would not have to pay 155 dollars a month for, they said thats not going to happen. They offered no kinda of remedy for this situation. I feel that I was purposely lied to in order for them to push the phones out the door and scam me as a consumer and when I confronted them about it they just say oh well thats your problem now and we can not help you.

Business

Response:

August 7, 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 device. In his complaint, Mr. [redacted] states that he purchased a phone on July 15, 2013, and wanted to finance it for 24 months. He was told that he could not get financing for 24 months, but for two phones he could pay $155.00 up front, $70.00 a month for the phones and his monthly bill. He was told that the $70.00 payment would be automatically deducted from his bank account on the second day of every month. When Mr. [redacted] called the lender that the phones were financed through, they told him he was on a biweekly payment plan. The lender switched him to a monthly payment plan and told him that his monthly payment would be $155.00. Mr. [redacted] found out that the monthly payment is $70.00 for each phone, but he had originally thought it would be $70.00 for both. When he returned to the Cricket store, he was told that he could keep the phones and service and continue paying for them, or he could return them. If he returns the phones, he would lose the $155.00 dollar down payment. Mr. [redacted] is requesting his $155.00 down payment back, and wants to find a solution that would cost him less than $155.00 per month.

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.

The location where Mr. [redacted] purchased his phones is an authorized Cricket dealer. This location operates under the business name Optimal Wireless, LLC. Please be advised that Cricket dealers are independent from Cricket Communications. Cricket Communications provides guidelines to the independent dealers for pricing, policy, and procedure, but has limited control over which guidelines the dealers choose to implement. Because of the independent contractual agreement between Cricket communications and its dealers, Cricket does not refund for equipment purchased at a dealer location.

If Mr. [redacted] purchased his phones under an agreement from a lender, he made an agreement to that lender, and Cricket is unable to intervene. We ask Mr. [redacted] to direct his complaint to the lender, or to Optimal Wireless, LLC for assistance in seeking a resolution.

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

So they "cricket wireless" are saying I am just screwed and there is nothing they can do because the store I bought the phone and service from is not a cricket store but a third party store, even though this store has a giant cricket sign over the store front and cricket banners flying outside the store and all the phones and equipment in the store has the cricket brand on them. Come on, really. Even if all cricket stores are third party affiliate stores, they are selling service under the cricket brand name and misleading consumers under said name.

Regards,

Review: Product is not a telephone. It is a wireless computer device. I attempted to reactivate the device and had a terrible time contacting anyone with the company. I made a payment in my attempts to reactivate, but now I am told the payment did not go to the device, but to something called a "Flex Bucket" account for purchasing other items. I have attempted contact through their chat line and telephone number. I only was able to get a number from my credit card charge. Even then, they said if I would send them more money they could refund the amount they already have. Then I was put on hold and switched back to their automated number where you can't speak to anyone. I had already gone to a Cricket store, and was told because they are not a corporate store, they can't help. The person at the chat line said they can't make a refund if they don't do it through the phone number. I have sent numerous emails also.Desired Settlement: I want a refund of the $26.75 charged to my credit card.

Business

Response:

July 11, 2014

Review: I have been a Cricket customer for over ten years. For the last year the customer service I have received has been abysmal. I have the muve music option on my phone. For the last year I have tried to delete ring back tones that I had programmed. Although the phone shows these tones to be removed they still play on incoming calls. I have called the 1800 number with no results, I have gone to the store and been told that I could pay for a new phone and change my number to see if that would work. Which I find unacceptable that I should foot the cost of their programming default. I have set up numerous help tickets in the store and left voice mails with two agents to whom have not returned my calls or corrected the issue. And now today I can not even access the muve music program that I am paying extra for. The program prompts me to contact the 1800 number but every time I call it will not connect me to an agent only returning to the main menu or disconnecting the call. This problem has gone on far to long and I am appalled at the inconsistency in answers, and the lack of action that this company has taken. Crickets has not been customer friendly and I have been a loyal consumer and it makes me seriously consider taking my business elsewhere.Desired Settlement: Cricket to resolve the problem. Remove the muve music ring back tones as promised. If this is not something their tech support team can do and the phone has to be replaced and the number changed then I feel that needs to be done at their cost as their service is faulty. I would like a credit on the account for the time frame that I have not been able to access the Muve Music program that I am charged additionally for. And most importantly I would like an apology for the lack of customer service

Business

Response:

May 31, 2013

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: I came to a cricket store and re-activated my broadband service.. The services was slow so the next day I returned to the store and spoke with Will and he was very rude so I requested my money back. They told me it was a no refund policy which it was no sign posted saying that or on the receipt. The lady handling the guest wrote +15 dollars which I felt she kept for herself thats why she couldn't give me money back. I called 1800-cricket and spoke with superviser [redacted] which she said it was policy that she couldnt give me her last name. I feel they stole my money and thats why I couldnt get refunded my 55 dollars. If the sign was posted I never would of payed my money. They asked me to go to the coorperate store to see the policy which they should have at every store. I went to the 35th and burliegh store which I called numerous of times the day I purchused it no one answered just to see what was wrong with pieces. I asked for in store credit since they dont give refunds and they said no.Desired Settlement: I don't want to deal with them anymore for no reason but to get my money back.

Business

Response:

November 8, 2013

Review: I cancelled account before was due, someone changed my number. I went into store and they re cancelled and took auto pay out of system. They turned around and took money out and then put back in then took it out again, this was after they were told they didn't have access of my account. The amount was for May's account but was cancelled before May. This is theft and fraud.Desired Settlement: I want my 41.54 back

Business

Response:

Revdex.com

Review: Ever since Feb 2013 I have not been able to pay my bill online or by phone. I have had to go into the store to pay and pay the $3-4 service charge. Every time I would call cricket to inquire about why they would not accept a payment from me online I was transferred to a "specialist" and I would either be on hold forever or get disconnected. Finally in Feb 2014 I tried again and got a hold of someone who told me that on Feb 27th 2013 a payment had been made to my acct and an acct that is similar in numbers to mine, last four digits [redacted] my number is [redacted]. The credit card used ended in [redacted]. Whoever used this card had the bank take back the payment a few days later when they realized the error BUT it is showing as a mistake on my acct and cricket's 3rd party payor is telling me I have to pay this $60 before they will accept anymore payments from me. They will not tell me the name on the credit card BUT it is not in MY name and I did not retract the payment so why should I be punished for it and forced to pay this $60 or not be allowed to make payments online anymore? The "specialist" I talked to was VERY unsympathetic and would not tell me the name on the credit card or even acknowledge that it is someone else s mistake, not mine. I have paid my phone bill every month for years. The number that cricket had me call to inquire about online payments is [redacted] I can not find a company name which is why this complaint includes cricket because they are the ones using this company.Desired Settlement: I want the $60 taken off of my acct with this company whose phone number is [redacted] so that I am able to pay my bill online!!! I also would like a credit to my cricket bill for every month that I had to go into the store to pay and was charged a service fee of $3-4/each time! This is unacceptable and I dont know how a company like this can stay in buisness

Business

Response:

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 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: I made a payment on Wednesday, April 22 @ 10:36 am in the amount of $ 100.70 (which got confirmation number: [redacted]. I have proof that my bank held the funds for Cricket to expect the payment. When I contact Cricket this morning to see why my services was interrupted,I was informed that my payment was returned from my bank. How can that be when funds are still pending at my bank, plus was explained that I would be charged additional $25.00 for NSF. However the representative clearly stated that Cricket rejected my payment from my bank and now being charged a NSF fee due to Cricket rejected a payment from my bank. I was also informed that my funds will be returned back to my bank account and need to make a payment to restore services today. After speaking to the representative I received a message informing me: "We?re sorry, your eCheck payment could not be processed. To avoid (keep in mind services are already interrupted) service interruption, call [redacted] or pay now by dialing *PAY."Desired Settlement: I would like for my services to be restored and the additional fees to be removed off my account. Plus to have this removed off my files that a payment was returned. A letter of apology and a explaination on why this accorded.

Business

Response:

May 14, 2014

Review: We purchased the Nokia lumia 1320. within 3 weeksThe phone went out. We took it back and we hadTo argue with the store to get them to even try to Find out what was wrong. They then sent the phone offIt took almost 15 days to get my phone back. When my phone came back they advise me to get insurance on it which I DID ! Here it is a month Later and my phone is dead as a door nail. Not working ! I took myPhone back to this store location a second time they now are refusing to assist inAny way nor honor that I have insurance. They told me I needed to spend an additional $175.00Before they'd address the issue. They sold me one of the most expensive phonesIn their store and it does not work ! Nor will they assist in repairing it without asking me for more money.Store: [redacted] NC [redacted]Desired Settlement: I would like them to have their faulty equipment Back. And me have my money back that I wasted onThis phone that does not work. I have tried to reason with themTo no avail.

Business

Response:

December 8, 2014Revdex.com

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 went to Cricket Store to pay my monthly bill and they said sorry we no longer take [redacted] payments for the phone in stores. Ive always paid my bills on time, until they blindsided me on Aug 1 2014. I called a number they gave me it was ###-###-#### they gave me a P.O Box to send a money order in. And I did here the P.O box Info....Po Box [redacted] St. Louis Mo. 63179-0105. I waited for 2 weeks then I got a call from [redacted] Collection Debit people saying I didnt pay my bill. I explained to them what was going on and that a sent a money order in of my monthly payment. I waited another week they called me back about me not paying. So I went to the bank to trace the money order back to see if its been cashed and it was. I have poof of all info to fix the problem. They asked me to fax the info I did. They kept saying they didnt get it so I fax it several times. Ive sent emails and pic of info. And still no response.Desired Settlement: I would like to get my money payed up to date for the month that I was behind on that I payed with the money order. Im just tired of the phone calls saying im behind on payments when im not. I also need to make sure im not paying for any overdraft fees or late fees. And also for me Credit to be good and not messed up because of there mess up. The Payment I payed was $32.16

Business

Response:

October

9, 2014

Revdex.com

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

Review: they turned my cell off with no warning or notice at all and stold my cell number I have had for 20 years it was a biss numberDesired Settlement: want my cell number back and my money refunded

Business

Response:

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: Once again they messed up my bill again. I was paying $75 a month for the past 2 months and now it jumped up to $90. And of course when I got a hold of a representative (online chatting so I can understand them) they once again skirted my questions about my bill and said there was some discount on there that doesn't apply to the plan I'm on even though it applied 2 months ago when I changed it and it applied last month also. I have been a customer with them since 2004 and have been screwed by them over and over again. Well now my credit is better and I can get real phone service with a real phone company that will at least not up the price of my bill every couple of months.Desired Settlement: I want my bill back to what I was paying for the past 2 months and quit just changing prices whenever they want. I have auto bill pay so they just take out whatever amount they want.

Business

Response:

August

19, 2014

Revdex.com

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