Cricket Communications Inc

Review: I purchased a Kyocera phone online at cricket.com. for $75.76. The phone was supposed to be here next day but it wasn't so I brought another phone. When the phone I purchased came to my house I sent it back. The phone was delivered back to Cricket on August 22, 2013 and Cricket told it could take 30 days to receive mt refund. After 30 days I called Cricket inquiring on my refund they said that they would have to put an order for me to get refunded and it would take 7-10 business days. Since I was getting the run around from them I filed a complaint with my bank so they could investigate. And they still told them the purchase was valid even though I have the shipping number to prove that they have receive the phone back but they still haven't paid me my money back and it been over 2 months. This is unacceptable . I called them back 11/2/2013 and they say they is the ticket where i'm supposed to be refund but they have done anything about it. I am Totally feed up with Cricket.Desired Settlement: I would like for Cricket to refund me my money and for them to treat their customers better. Been a customer for 3 years and this is how they treat loyal customers.

Business

Response:

November 6, 2013

Review: I recently purchased a phone to use with Cricket service. I contacted Cricket to activate the service in which I was asked for my personal information so they could create an account and then proceeded to require payment from me before even seeing if the service was going to work. That seemed odd to me and I was never told that my payment was non-refundable. During the activation process however the phone would not connect to the Cricket network and I was told to go into the Cricket store whom also stated they could fix the issue because the phone was not picking up a network. I was told by the store rep at 7:35 pm located [redacted] (was only one person working this night) 10/26/2013 that I could contact customer service to get a refund because they could not do it at the store. I then contacted customer service who told me they are not able to give refunds and I told them that I never even completely activated service on my phone and was not even connecting to their cellular network and that it is not justifiable to charge me for something I cant even use. The customer rep could not do anything besides repeat that there is not refunds, so I asked for a supervisor whose name is [redacted] rep id [redacted] she stated the same thing that there are no refunds,so I asked for a manager and she said she was the manager also and that was when I told her I was going to handle this through the Revdex.com instead as it appeared I was going nowhere with them.Desired Settlement: I would like the money that I paid to activate this service refunded to me in full as I was not able to connect to the network.

Business

Response:

November 6, 2013

Review: I purchased Cricket's $60 a month: unlimited talk and text, 5 Gigabyte 4G data plan on 11/18/2013. I was very specific that I wanted quite a bit of 4G internet because I use data on my cell quite often while I was at the store purchasing the phone and plan. I noticed I never received a 4G connection on my phone, in fact, it rarely showed a 3G connection. I assumed it was the phone so less than 24 hours later I went back to the store to return the phone and buy a better model. That's when it was explained to me that in the [redacted] area Cricket DOES NOT EVEN HAVE 4G CAPABILITY. They sell the plan, but they don't have the capability to provide 4G speeds in this area. They were supposed to obtain 4G capabilities last January, 11 months ago, but have not yet and do not know when they will. However they WILL NOT REFUND MY MONEY. BUYER BEWARE!!!!!Desired Settlement: I want my money refunded. I returned the phone, have no way to even use their bogus services, and I want an immediate refund.

Business

Response:

December 4, 2013

Review: I purchased a new cell phone from cricket online october 29, 2013. I was told that the cell in question was a 4g phone and it would play movies. I found out that cricket doesnt have a 4g system yet and it wont have it until january. I called tech support and was told that if I sent the cell back that it would take 30 days to process my refund. The cell phone just turns off and on at will. when I try to use it as internet for my laptop it keeps dropping the signal. I went to several corporate stores and was told that they were having major problems with the phone and that I should send it back, but they wanted to charge me 20 to send it back. I feel that cricket is using false advertising practices because they dont have 4g but are selling it.Desired Settlement: I want a full refund plus credit for a month because they lied to me about phone

Business

Response:

December 4, 2013

Review: I returned my phone on 5/30/2013 & assumed this would cancel my account with them, since I did not have a phone with them anymore! This company makes it as difficult as they can to cancel their service, since I have called several of their customer service numbers & only got the auto response with no option for cancelling my account. Finally was able to speak to human being only to be told I need to fax a copy of my bank statement to actualize my cancellation! Since I do not have a fax device I would need to have someone to take me somewhere to do this, since I am disabled & unable to drive! I totally regret being involved with their company & would not recommend them to my worst enemy(or anyone else)Desired Settlement: They need to credit my bank account before they charge me anymore!

Business

Response:

June 11, 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 a refund request. In her complaint, Ms. [redacted] states that she returned her phone to Cricket on May 30, 2013. Ms. [redacted] states that by returning her phone, she thought her service would be cancelled. On June 1, 2013, a payment of $33.56 was withdrawn from Ms. [redacted]’s bank account for Cricket services. Ms. [redacted] attempted to contact Cricket several times to disconnect her account but was unable to do so. Ms. [redacted] requests that her account be cancelled and she be issued a refund for $33.56.

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 June 11, 2013, we spoke with Ms. [redacted] to discuss her complaint in detail. Per Ms. [redacted]’s request, we disconnected her account as she no longer needed Cricket service. No further payments will be withdrawn from Ms. [redacted]’s bank account. A refund for $33.56 was approved and applied to Ms. [redacted]’s credit or debit card. The confirmation number for this refund is [redacted] and can take 3-5 business days to process.

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

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,

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 tried to cancel my account with them 2-3 months ago & could never speak to a person(one of the reasons I decided to not do anymore business with them. Now they are calling me over & over again but once again no way to speak to an actual person!!!I need them to stop calling me since I am disabled & do not need anyone like this calling me all the time. I thought I was on the do not call list, but obviously that does not matter to them! The # they are calling from is 8662103725. My # [redacted].. Please help me with this matter & good luck finding a living person to speak with! Thank you, [redacted]

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: Cricket phone number [redacted]- for [redacted] Summation of payment issue on account A flex payment was made in error regarding your phone pay system. On Tuesday, Feb 11, 2014 a payment was made approximately at 7:23- to 8:23 PM in your auto pay system as I was advised that I had roaming charges that required additional funding. Upon placing those funds over the phone, I was advised that this was in error. The reason I was unable to make phone calls was because the location I was calling from was out of your service area. I am requesting that the $25.00 payment be moved from the flex bucket and be placed directly on my account. Consequently, I have experienced so many inaccuracies concerning my account, I am at wits end. A record of this request is going to be filed with the Revdex.com and the [redacted] Office. 1. To ask me for a copy of the payment is ludicrous. It is visible as a flex payment.2. Your text to me is to provide proof of payment is beyond the realm of horrible customer service. 3. My numerous complaints have gone unanswered for a week now. 4. I have been a customer for more than five years and have experienced the worst and most in accurate assistance that is fathomable. 5. I have not been afforded due process and at this time, the account is to be placed in dispute status. 6. I will pay the variance of what is owed which is $30.807. I will be requesting a chargeback from my bank regarding [redacted] account ending in [redacted]. This will be done if the request is not completed by the end of the day 2/18/2014. The original request was done on 2/16/14. Let this fax and the accompanying pages serve as my official dispute response. Unlock my phone as I own it and should be allowed to move freely to another carrier. Sincerely, [redacted] Dated: Feb 18, 2014 Page 1 of 3 Sent to fax # [redacted]Desired Settlement: 1. Unlock my telephone, without any additional provocation. Do it over the phone. Do not require the customer to go to a corporate store. The corporate store is some 40 miles from me. 2. Apply the monies already paid to Cricket. Do not require the customer to provide proof of payment, when it is noted that the monies have been received by Cricket. 3. Cricket should pay for any fees incurred as a result of disconnection as they have not been able to render a clear and defined POA.

Business

Response:

February 28, 2014

Review: I contacted Cricket Communications today (3/1/14) regarding a Bridge Pay that was set up via text message. In the past, I have set up Bridge Pay via a customer service representative. I opted to use the text message this time to avoid a fee. Something went wrong and the payment arrangement did not set. I contacted Cricket and spoke with ** rep #[redacted] who explained that I would need to set up Bridge Pay through the automated system. I expressed my concern with this, as I had already tried using the text option and that didn't work. ** outright REFUSED to set up the Bridge Pay and then tried to say that the reps did not have the capability to do so. I tried to explain that I did not want to use the automated system and also that a rep has set up Bridge Pay for me before. ** continued to argue with me, so I requested a supervisor. ** then said she was going to transfer me back to the automated system, I then stated FOUR more times that I wanted a supervisor. I was finally connected to supervisor, who not only did not listen to anything that I was trying to explain, but threatened twice to hang up on me. Nothing was resolved, and Cricket is clearly not interested in what I have to say, fixing my issue, or my business for that matter.Desired Settlement: I would like for my Bridge Pay to be set up PROPERLY and an explanation as to why a customer service representative cannot set up Bridge Pay, yet I did it via a rep 2 months ago. I am also requesting credit for the inconvenience.

Business

Response:

March 6, 2014

Review: I bought a phone 60 days later it does not work because of manufacturing problem they agrree that the problem is no fault of my own they will fix it for a charge of $20Desired Settlement: replace my phone for free I have already paid for phone should not have to pay again

Business

Response:

April 3, 2014

Review: I been with cricket wireless every since they came to portland, but my issues is that I bought a phone for $210.00 brand new back on 11/3/14 and two weeks later the screen went out due to the faulty charger connection in the phone. So I return that phone on 11/18/14 and they exchanged it out for a new one, but was very rude and disrespectful to me. and on 2/8/14 that phone ( second one ) did the same thing as the first one. So I drove in the snow to the cricket store only to have the guy switch my new phone back to my old phone and tell me I didn't have a warranty anymore on my new phone, so there was nothing they could do for me. So I been ripped off by cricket. They took my $210.00 for a new phone that now again after 2 months won't work. which I don't have and they were very abusive.Please Help me with this matter. It's not nor is it fair.Desired Settlement: Refund of my money and for pain and suffering.

Business

Response:

April 3, 2014

Review: [redacted] cricket charged my account $58.00 without no authorization!!!!! The phone no I had to use is not the one in dispute there is no phone in dispute I do not have any prepaid phones never have!!!! I have never had any connections what so ever with cricket!!!! I have read many complaints with this company!!! and found nothing being done about it!!!!!!!!!!!!!Desired Settlement: Get this place in[redacted]gated!!! CLOSE THEM DOWN!!!! Are you all doing your job? Dosen't look like it!!!!!

Business

Response:

April 11, 2014

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 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: On or approximately 2/22/14 to 2/29/14 I purchased an [redacted]s from Cricket Communications for 650.00 cash and within a month 3/22/2014 it stopped working. I paid 10.00 and they replaced the phone completely. On 3/24/2014 I was given a brand new in box phone as a replacement because this phone was under warranty thru [redacted] I was told yesterday 5/4/2014 that [redacted] was buying Cricket Communications out and that my phone I purchased would be absolutely worthless and I would have to purchase one thru [redacted] because of the transition. This was in the works for months and Cricket did not tell me about this when I purchased this phone which is misleading, fraud and false advertisement. I asked for a refund and the sales representative that answers calls on the 1800cricket tech support line advised me that I should sell the phone before word get outs and get as much money as I can outta this phone. This is a brand new phone and in two weeks will be useless. Cricket is still selling these phones to customers and not educating them on the transition along with the fact that they are buying a phone that in 2 weeks will not work. I think it is only fair that Cricket takes this phone back and refunds me the money that I paid. It would be different if they would have told me that I would have to buy a new phone because they were being bought out but this was not the case. Cricket refuses to talk to me to resolve this matter and I am asking for your help becuase I am sure that I am not the only one who has been conned into this scam.Desired Settlement: I want a refund and they can have the phone back it is in original packaging brand new with all parts in working order. The other option is that I be supplied a phone of equal value in the same condition that would be compatible with the new buyer [redacted]. I also ask that they stop selling phones to consumers unless they advise them of the transition that will take place by the end of the month and allow them to make the choice to buy now or wait.

Business

Response:

May 16, 2014

Review: Purchased a SIM card for $9.99 plus had to choose a plan so chose the $25/month unlimited talk and text. Order was shipped and received it on May 30, 2014 at 6:00 pm (approx). Upon opening the box from UPS I started the process of activating the SIM card. When I was finished with the steps that were provided by Cricket, I noticed my phone still said "No service". I immediately got online to the Cricket Chat and spoke with [redacted]. I told him that after I completed all the steps that my phone says there is no SIM card and it also said no service. He said that perhaps my phone is not unlocked. I said I verified that my phone was unlocked when I spoke with a Cricket Salesperson prior to ordering. She said my phone was compatible and all set to go with the Cricket service. When I told him I was upset he did not respond to me and he ended my chat. I have been on the phone everyday with Cricket trying to get this problem resolved. So today, I was talking to another CSR with Cricket and she says it sounds like the SIM card is not working and I should fill out a complaint form online and ask them to send me a new SIM card. When I got home, I went online to look for the complaint form she was referring to and I could not find one. So I got back on Cricket online chat and was speaking to [redacted]. I told him I had spoken to a CSR about my problem with phone not working and she said that it sounds like the SIM card is not working and I should fill out a complaint form online.I asked if he could help me. He says to just go online to my account and ask for one. Long story short, you can't just ask them to send you a new SIM card you have to purchase another one. [redacted] told me that Cricket guarantees their SIM cards to work. Steve: This makes me very upset with Cricket. I verified everything before making this purchase. I answered every question. The lady told me that my phone is compatible and is unlocked and ready to use with Cricket Wireless. I already paid for the SIM cardDesired Settlement: refund of my 9.99 SIM card plus the $25.00 service for one month. When I opened my account while talking with [redacted] I noticed that I had 27 days left of 30 days of service. The clock has been ticking down ever since I received the package from UPS. What company begins your service when the SIM card has not even been activated. The company can see that there has been no activity on the phone (no texts or calls sent). They say I must received faulty card. where is the guarantee?

Business

Response:

June 16, 2014

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: 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 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: 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 pay on 3 phones [redacted] and [redacted]I paid on them on 08/01/2014 Cricket kept the money and didn't credit the bill, I asked the people at the cricket by my house to verify that's how I know So I emailed them multiple times but they refused to email me backAlso AT&T bought them out so they force you to change networks but the new network isn't set up to recieve the $13.50 from the state on your phone bill if you recieve food stamps[redacted] and [redacted] recieve food stamp benefits so they were getting the 13.*0 We haven't had to change [redacted] to the new network yet and don't really want to becouse it cost 13.50 a month more to do soDesired Settlement: them to credit the payments I madeand for them to make it so they can get the 13.50 from the state or lower there prices my 13.50 if the person recieves food stamps or SNAP benefits

Business

Response:

September 2, 2014