Cricket Communications Inc

Review: I purchased an LG phone on July 14, 2014 from the Crickett store on McCarran Blvd. Upon leaving the store I connected the phone to my bluetooth stereo and it worked. Three days later the device could not connect to my stereo. The next day I brought the vehicle and phone back to the store where they came to the conclusion my deck was too old for it to connect. I took it to [redacted]s who advised the phone was malfunctioning. I then tried to connect the bluetooth to a home unit and the device could not pair. Lastly, today I tried connecting the phone to my virtually new deck in another vehicle and the phone audio advised it was connected but the music streaming would not connect. The technician Able advised to just dowload an app called Bitmo. I did left the store, immediately tried to connect it to my bluetooth and it would not stream music. The technician ran a series of test, even used his personal phone to sucessfully connect to my deck and still my phone failed to connect. He then used a brand new phone which also failed to connect to my deck. He then advised that there was nothing further he could do to resolve the problem, that the phone was just too new for my deck. Futhermore since Crickett was bought out by ATT my phone drops calls and I'm not able to make phone calls without them dropping at my house. An area coverage change would have been nice to know about before I purchaed the new phone.Desired Settlement: I would like a full refund or a proper working phone that connects to my bluetooth devices. I would also like all further LG phones sold in store to be clearly marked that their bluetooth technology is "too new" for any previously sold bluetooth compatable devices. The phone as it is, is vitually garbage to me since this feature does not work and I assume to most of the general law abiding public.

Business

Response:

September

18, 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: Phone delivered to my address on 10/1/2014. After activating phone, left my house and within a few hours, the phone was unfortunately damaged in water. I tried contacting Cricket by phone and website chat without success. All menu options lead to a phone number "that is no longer in service." All I wanted to do was order a new phone so that I could at least use the service plan that was already paid for. After MULTIPLE attempts to contact customer service - ALL chat sessions abruptly ending without any reason, and NO EXPLANATION how to order a new phone. I couldn't log into my account online because they will only send your password to YOUR PHONE. How can I access my account if the phone is no longer working? NOT ONE customer service rep would help me. I requested that the service be cancelled and asked about a refund for the remainder of time when again, the chat session ABRUPTLY ends. This company is shady to say the least. DO NOT DO BUSINESS WITH CRICKET WIRELESS!Desired Settlement: I paid $50 for one month of service, would like a refund for the service that was NEVER used due to the unfortunate damage to the phone.

Business

Response:

October 17, 2014

Review: Cricket Wireless LLC has systematically attempted to throttle and reduced my data speeds on my Apple iPhone 5s (LTE) device. Currently, I have active service with Cricket Wireless LLC. My current cell phone plan is called Pro. With this PRO plan it offers unlimited voice, text, MMS & data. They state Data is high speeds up to 10 Gigabytes per monthly cycle. Once the 10 GB's are reached, speeds are reduced. While I am within my 10 Gigabytes the LTE data speeds are heavily throttled, preventing me from benefiting from the speeds offered with the LTE technology. I have ran several speed tests using the Speedtest App found in the Apple App Store. Conducted speed tests reveal my speeds are capped at around 10 mbps. My biggest complaint is on most occasions I am getting about 2 mbps while I have full signal strength and less than one mile from a cell phone tower. I feel Cricket Wireless LLC has mislead me and made false claims concerning their data speeds to customers.Desired Settlement: I am demanding my LTE data speeds not be throttled while I am within my 10GB of monthly data usage period/cycle.

Business

Response:

October

21, 2014

Revdex.com

Review: Cell phone was turned off 9-23-14 with no warning. We sent our payment to Cricket/AT & T on 9/8/14 as always early or on time. We called and was told they do not accept checks anymore. I told them we want to cancel our cell service. They said that they would return our uncashed check. We received a bill on 9/30/14 for the next months service. We called 10/1/14 after talking to three different people didn't get anywhere. They took our check after telling us they would return it. We had already given our phone away 10/1/14 only to find out, they kept our check and left our service on.Desired Settlement: Return our 41.10

Business

Response:

October 28, 2014

Revdex.com

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: 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: 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: I was scammed by the Cricket Wireless on Val Vista & Southern, which has recently been bought out by AT&T. I purchased a phone from this location on 11/26 and opted to finance the transaction like my last purchase with Cricket a year ago. I was told the financing switched companies but the financing is the same and the terms would be sent to me by [redacted] (the new financing Company). I proceeded to continue with the purchase and was only given a receipt for the money charged to me that day, a copy of my finance application that I filled out since it listed personal data, and the box my phone came in. The application I completed asked me for my checking account number and pay schedule which I thought was a little odd. When I asked for the financing terms again from the Salesman, [redacted], I was told this will be sent directly to me from [redacted]. Today, 12/04 I finally received the financing terms from [redacted], which I do not agree with. The phone I bought for $681.51 is now costing me $1592.00 over a 12 month period. [redacted] is also drafting the payments out bi-weekly in the amount of $62.00 (which is why the application asked for my pay schedule and checking acct number Im assuming). I asked [redacted] if I could cancel the financing and pay for the phone, and they advised to pay for the phone the cost is now $759.58 due to financing charges that are now added in. I then asked if I could return the phone, and they advised yes I could return the phone to Cricket and they would cancel the contract. I called the Cricket store regarding returning the phone and was advised I am now outside of their 7 day return window. Funny how the contract was NOT sent to me until after the return period has expired. I requested to speak with the Store Owner, who is located at another site. I called [redacted] the store owner to advise of this mishap and he proceeded to be rude and blatantly disrespectful to me. I advised regarding the payment terms being sent to be after the return window, and his response to me was well that is your fault you signed a contract without requesting the terms. I then stated I requested the terms and was advised I would get them from [redacted], his response to me was well I never sign anything without reading the terms, unfortunately the 7 day window has passed so now you are stuck with [redacted]s horrible finance plan. I then asked if I could be connected to Crickets Corporate office and his response was 1-800-CRICKET. I started getting very frustrated with where the conversation was going, so I then advised I would get an attorney involved if needed as this is not right and you cannot scam people into contacts with no terms and not allow them to rescind their purchase once the terms are received. The store mangers response was appalling.. he then stated Good luck sweetie, I love when people threaten me with attorneys, my father is an attorney and I have never lost a case. Go ahead and get an attorney and it will cost you more than the phone is costing you, then I will turn around and sue you. Again good luck sweetie. And then proceeded to hang up the phone.I am now stuck with a phone in a finance plan I never agreed to or was given the terms too until after the fact. I wanted to let you know of this problem before more people are scammed by Cricket since they are a big wireless carrier in Arizona. I hope to hear from you soon. Thank you for taking the time to read my story.Desired Settlement: I would like to return the phone I was scammed into financing to cancel the contract with [redacted], and cancel my service with Cricket all together.

Review: On 7/10/13 I purchased a phone online through Crickets website. I was informed that even though the company's website claims that purchases made before 3pm will be processed and arrive the next day, I was told that my purchase would not arrive until 7/12 or 7/15. As of 7/23/13, I have still not received the phone that I purchased. I have called them and [redacted] (the company shipping the phone) numerous times. A claim status report was emailed to Cricket and when I called Cricket to inquire about the report and a refund, I was told that I would not be given one because its showing in their system that the phone could not be delivered to my address. I know this to not be true, as [redacted] stated that they could not even find the phone and that's why they emailed Cricket informing them of this. I have spoken to countless reps and managers with them both telling me that there is nothing they can do. I am very upset because not only do I not have the phone that I purchased, but I am being told that they wont give me a refund on the phone. So now I don't have the product that was supposed to be delivered almost two weeks ago but also out of money. Never again will I order anything from Cricket and I will be change service carriers very soon.Desired Settlement: I would like a refund for the purchase that I never recieved. I feel that is the very least that can done after being subjected to such horrible customer service or lack there of.

Business

Response:

August 2, 2013

Review: I have been a customer for three years and on 9/9/2013 called to cancel the subscription. Phone was used by my child and they have moved on. The cancellation process was tedious as they put you with a CSR who's job it is to keep you. He finally agreed to cancel my account. Today I was billed for yet another month. When I called I spoke with Mrs. [redacted] who told me that she will (now) cancel my account but refunds are not possible. She also told me the reason my account was not cancelled was because I hung up before the call was finished. This is an out and out lie. She said she would create an incident and gave me the following number: [redacted].Desired Settlement: Refund of the last month charged and assurance that no further billings will occur.

Business

Response:

September 17, 2013

Review: I added a secondary phone line for a potential employee because he stated he was having problems with his wife and did not have a phone. One of the potential employees in the group suspected that he was using the phone for the purpose of selling drugs as she had overheard a suspicious conversation. I confronted the individual and he informed me of the consequences of turning his phone off and not allowing him to be employed permanently and he attempted to physically assault me. He was then escorted from the premises and but the phone was not with him. I asked Cricket to turn off the secondary line that he used and the response from Cricket was that since the account was in a company name I would need to go to a corporate office to have the line disconnected. The corporate office for Cricket, located at [redacted], informed me that I could not remove him from my account and I needed to pay for both lines. I chose to not to pay for either line, and the phone number for our company is no longer in service. The primary number that was disconnected was already attached to our bank accounts and utilities and Cricket will not allow the number to be in service or paid for unless the secondary line is paid for and in service.Desired Settlement: No desire to do business with Cricket.

Business

Response:

June 19, 2014

Review: Chat TranscriptPlease wait while we find an agent to assist you.You are currently at position number 13 in the queue.All agents are currently busy. Please stand by.You are currently at position number 10 in the queue.An agent will be with you in a moment. Thank you for your patience.You are currently at position number 6 in the queue.The next available Agent will be with you in a moment.You are currently at position number 3 in the queue.All agents are currently busy. Please stand by.You are currently at position number 2 in the queue.You have been connected to [redacted]: Hi I was a Cricket customer from 4/2009-6/20/2014. I switched to Boost but paid my Cricket bill from 6/16/2014-7/16/2014. My service was switched today how do I get the money back for this month? I understand it may be prorated.[redacted]: hello there! how are you doing today?[redacted]: I am well [redacted] Thanks[redacted]: how did you make the payment buddy?[redacted]: Debit Card[redacted]: oh okay well what I can do pal is create a case so you can get your money refunded.[redacted]: Ok lets do that[redacted]: What kind of turn around are we talking about?[redacted]: sure can I have your phone number and pin please.[redacted]: thank you[redacted]: So whats the next step and turn around time expected?[redacted]: wait since you are a legacy cricket customer I will have to transfer you to the legacy cricket customer service or you can call ###-###-####[redacted]: omg this is why I left[redacted]: im sorry for that but im not able to access your account.[redacted]: transfer to the legacy customer service[redacted]: okay[redacted]: will they see the history of our conversation?[redacted]: yes they will[redacted]: ok[redacted] has left the session.Please wait while we find an agent from the CDMA department to assist you.You have been connected to [redacted]: Hi! My name is [redacted], I'm here to help, please allow me to read your previous conversation.[redacted]: Thanks[redacted]: Hello, [redacted], how are you?[redacted]: Good just trying to get the credit for this month[redacted]: Let me go ahead and assist you checking your account.[redacted]: However the pin you gave is incorrect.[redacted]: The pin is 1213[redacted]: Still incorrect. To answer you about you transferring service to Boost and you paid your bill until 7/15/14, it will no longer be refunded.[redacted]: I have transferred today and paid my bill until 7/15 why is it not being refunded? How do I find the PIN[redacted]: Sorry to hear that. However it comes with the terms and conditions, there will be no refund.[redacted]: I paid til 7/15 with Cricket?[redacted]: I will be filing a complaint against cricket with the Revdex.comDesired Settlement: Paid 36.00 for 6/16-7/16 changed due to lack of customer service

Business

Response:

June 26, 2014

Review: On Saturday afternoon 5/24/2014 I was passing Cricket store at 536 E. Dunlap Phoenix, AZ 85020 with sign "We fix cell phones". I stop at the store to find out if they can replace on/off button on my HTC One phone, because it wasnt working properly, I had to push button very hard to make it work. So their answer was yes we can do that, I gave it to them the cellphone, they charged me $59.56 saying it will be ready on Monday. Monday the 26th was a Memorial day I went to pick up phone on Tuesday 27th. Guy told me that button was replaced but I still have to be gentle pushing it. I noticed right away that button wasnt replaced, they just adjusted button instead. They sweared that on/off switch been replaced. I took it home and in a few days I end up with same problem. I went back to the store and been asking the guys to get a refund of my money, but they refused. I asked for owners but they refused to provide any info, main guy in there told me he is the manager but wouldnt give me his own name, after arguing for some time he named himself "[redacted]". Guy told me That I have a Warranty for repair and I should leave cellphone again, we had a big argument between me and arrogant manager [redacted] before I decided to give him one more chance. So I left my cell with them once again. This time Manager"[redacted]" told me it will take some time and they going call me when it will be fixed. I drop my phone on Monday at the Cricket shop and didnt hear anything from them. One week later on Monday I decide go and see whats going on. I stop by the shop that evening, Manager "[redacted]"was busy with customer but as soon as he saw me, he reached and grub my phone, handing it to me. I took it from his hands asking question if they fixed it this time,"[redacted]" answered yes. I tried to push in on/off button right in front of "[redacted]" but switch button was loose and didnt work. I told the Guy that they didnt fix anything and damage the phone even worse. [redacted] started to blame me for breaking a button after first time they repaired the phone. He wouldnt admit that they just charge me for nothing. So work wasnt done at all, they refuse on refund of my money, and I stuck with broken phone. They are liars and con artists. This is a big fraud, we need take them out of business.Desired Settlement: $59.56 my money refund plus $100.00 for emotional damages,pain and suffering

Business

Response:

July 1, 2014

Review: Paid Cricket Communications $62.41 on August 5, 2014 for number ending in [redacted] from account ending in [redacted]. The confirmation number is [redacted]. Cricket communications still disconnect service to the cell phone. I would like to have a written explanation from Cricket stating that they cannot received payment monthly from me via my USAA bill payer.Desired Settlement: Every bill in our household is paid through USAA bill payer. Cricket is having problems accepting the check (which they cash) and applying it to the cell phone service. Cricket is trying to force customers to allow them to take funds from customers bank accounts. I am disabled and have automatic bill payer set up to take care of finances on my behalf. Cricket is making my life very difficult cutting off cell phone service even when they receive a check!I want refund because we paid twice!

Business

Response:

September 29, 2014

Review: I am trying to obtain an address, phone and fax number to send a subpoena to retrieve text messages from my cell phone. I cannot believe the run around I have been given from the wireless company. The information online has non-working numbers and an e-mail address that doesn't exist. I truly need to obtain this information. Thank you.Sincerely,[redacted]Desired Settlement: A valid address, phone number, fax number and e-mail where a court ordered subpoena can be sent to request text messages from my cell phone. Thank you for your time and understanding.Sincerely,[redacted]

Business

Response:

December 19, 2014Revdex.com

Review: 1. Very rude and non informed employees with Cricket Wireless. Spent all day from 9am until 11pm trying to ask questions and to purchase phones. I was on the phone with one customer care rep for over 45 minutes on HOLD. 2.I was told that ALL taxes and fees were included with Cricket Wireless when purchasing the plan(s) and phone(s) Well not true, it is charging me $3.50 tax. When I inquired about it, the rep, [redacted]) told me I was not suppose to be charged. They don't know if they can't credit/return the tax that was charged since it was not suppose to.3.I was told by two different reps on the phone with Cricket Wireless that if I switched my lines from Metro PCS to Cricket Wireless I would get a credit of $100 per line. This was told to me around 4pm on 11/10/14. When I further talked to [redacted]) he said it was no longer valid. I asked" Why did they offer it to me if it was expired?" No response.Desired Settlement: 1. I want some type of compensation regarding the terrible customer service where I had to spend most of my day dealing with. 2. I want $3.50 refunded to my card (Same way as I paid) for the taxes I was charged that I was not suppose to be charged. (I have multiple orders with this)3. I want the $100 credit per phone line that I was promised by the Cricket Wireless reps at 4pm on the phone since I am transferring the 3 phone lines from Metro PCS to Cricket Wireless.

Business

Response:

December 1, 2014Revdex.com

Review: On or about March 23, 2013 someone tried to reach me via my cellphone and I was informed that they could not leave a voice message. I reset my voicemail and created a different messege. My 1st call to cricket was 3/26/13 at 3:51 to inform them of my issue. I have since made several calls attempting to resolve this issue but to no avail. Here are the times and dates I have called cricket. 4/4/13 @8:41am, 4/4 @8:56am, 4/5 @8:44am, 4/6 @8:17am. Each time I call I am either being disconnected (call dropped) or spending over 15 minutes explaining the same issue. As of today 4/6/2013 I was disconnected speaking with the supervisor named [redacted]. What I believe is going on is that Cricket is troubleshooting only one issue I am having. The problem is that I am having several issues with my voicemail, and because of the dropped calls I believe the phone to be defective. I am having problems either accessing my voicemail or the person calling can not leave a voice mail or I have a icon indicating I have a voicemail and when I call there is no voicemail. A example the reps at Cricket indicate that my voicemail is not set up but, I called Cricket from a different phone, spoke with [redacted] and called my voicemail using my phone while the rep listened to my voicemail via speakerphone. She heard the voicemail state that I have no voice messeges at this time and then I went to the menu to listen to the recorded messege (which she heard) was proof that there information [redacted] has on her screen for my account is inaccurate. I have requested to speak to a supervisor but the represenative for Cricket seem not to want to allow you to speak with a supervisor. This last call I asked [redacted] several times could I speak with a supervisor she simply did not respond to my request. After asking more than three times and asking her why she would not allow me to speak to a supervisor she transferred me to [redacted] who stated she was a supervisor. but during our conversation the call dropped in the middle of our conversation.Desired Settlement: I want my problem fixed. I would like to be able to use my voicemail and because I pay for a service that I can not use I would like to be compensated. I have been a loyal customer for several years having several accounts and never having a disconnect deserve better service than what I have been getting.

Business

Response:

April 15, 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 Cricket service. In his complaint, Mr. [redacted] states he’s been

having issues with his voicemail service since around March 23, 2013. He states he contacted Cricket several times

for troubleshooting and after several attempts, his issue remains

unresolved. Mr. [redacted] is requesting

that his voicemail service is fixed and he’s compensated for his time without

service.

We apologize to Mr. [redacted] for any

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

service at all times, and we regret if that high standard is not met.

According to Cricket’s records, Mr. [redacted]

was contacted by a technical support representative on April 6th,

2013. After troubleshooting, he

confirmed that his voicemail service was working properly. A $15 credit was issued toward his Cricket

account. On April 15th, 2013, we left Mr. [redacted] a follow-up

voicemail asking him to contact us if he’s experiencing any additional issues

with his service.

We thank Mr. [redacted] for his communication

and we trust this explanation addresses his concern.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I cancelled my cell phone service with Cricket Communications in December. I forgot to cancel my automatic payment to them from my bank bill pay. There is a credit on my Cricket account of $165.00 I've gone into the corporate store and called customer service several times and get the run around. Last time I went in to the store a girl said she submitted a refund request for me. she gave me a near blank piece of paper with a number on it that said "cx req refund overpaid 165." Supposedly she faxed this somewhere for a refund request. This was almost a month ago. I called customer service yesterday 4/15 and a man put me on hold for 15 minutes then came back and asked if my refund was for 165. Then he put me back on hold. After another five minutes he comes back and says he can't help me and he needs to transfer me to a payment specialist. I then get put through to another automated system and when I finally get a live person she says all she can do is take a payment from me and that they do not do supervisor call backs. I am so frustrated. It's my fault for forgetting the auto bill pay but it is my money and the credit is sitting there. I even took bank statements in to the store for three months as requsted so they could see the charge, although the credit is visible on my account. I paid them every month on time for three years. Why am I not getting back money that is owed to me? Please help. ThanksDesired Settlement: I just want my $165.00 refunded. I will not stop pursuing this until my money has been refunded.

Business

Response:

April

23, 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 for Cricket service. Ms. [redacted] states that she cancelled her account

with Cricket in December 2012. She states that she forgot to cancel her

automatic payments from her bank’s bill pay system and she was charged for

several months in the amount of $165.00. Ms. [redacted] states that she has made

several attempts to receive a refund for this overpayment; she is requesting a

refund in the amount of $165.00

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.

Our

records indicate that a refund request ticket #[redacted] was submitted on March

27, 2013. We sent Ms. [redacted] an email on April 17, 2013 informing her that the

refund request for $165.00 had been approved. We have submitted an approved

check refund for Ms. [redacted]’s overpayment and she can expect to see that within

10-14 business days.

We

thank Ms. [redacted] for her communication and we trust that this explanation

properly addresses her concern.

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.

Complaint Detail

Review: [redacted] used her 1st paycheck ever 2 get service at.cricket since both her parents had been w/4 15 yrs. 9days after starting service the phone stopped working.this phone only.had 3months use prior & had been n a gun safe until she could pay 4 service. The sales rep told her bring in a another phone & they would.transfer service. She drove back home 2 get different phone only 2 be told oh we need $18 MORE 2 switch. She told.them she didn't have it & was told could b switched 4 free. I was on the phone w/her & heard the entire conversation. Then she asked 4 a refund the man told her only way to get refund was 2 cancel service. So he did so then said it can take up 2 15 days. After calling corporate 2day found out since he lied 2 her & cancelled her service she CAN'T get refund. She spent her entire 1st check on service that now is null & void. The man in the [redacted] store ([redacted], **) also tells everyone wanting 2 complain that he IS corporate & no.need 2 file complaints. I've personally heard him tell 2 people this just yesterday. They took advantage of a 16 yr old child knowing she wouldn't know they were lying 2 her.Desired Settlement: I'd like a full refund now 4 the hassle & time I've spent on phone w/ store then corporate then the Revdex.com.

Business

Response:

May

9, 2013

RevDex.com

Online

Complaint

Re: [redacted]

Revdex.com

Complaint No: [redacted]

Cricket Account No: [redacted]

Dear

Sir/Madam:

This

correspondence is in reference to complaint filed by [redacted] regarding a

refund for Cricket service. In her complaint, Ms. [redacted] states that her phone

stopped working nine days after it was activated. She states she did not have

the money to pay to switch it to another phone and requested a refund for the

month that was paid. Ms. [redacted] states that she was told the only way to receive

a refund was if the account was cancelled, so she cancelled her account. Ms.

[redacted] states that she was told that the refund can take up to 15 days. Ms.

[redacted] is requesting a full refund for the amount she paid to activate her

phone.

We

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

Cricket strives to provide excellent customer service at all times, and we

regret if that high standard is not met.

Ms.

[redacted] activated her account on April 19, 2013 and it was disconnected on May 1,

2013. We were able to view the call detail records for the phone during the

period that it was active and there were incoming and outgoing calls placed

until the account was disconnected on May 1, 2013. The call detail records

indicate that the service was in use. As stated in Cricket’s Terms and

Conditions of Service, monthly service charges are non-refundable even if

service is terminated or modified before the billing cycle ends. Ms. [redacted] can

view our Terms and Conditions of Service online at http://www.mycricket.com/support/terms-and-conditions.

Regrettably,

we will not be able to fulfill Ms. [redacted]’ request for a refund. We attempted to

contact Ms. [redacted] on May 9, 2013, she was unavailable at the time but we were

able to relay this information to her mother.

We

thank Ms. [redacted] for her communication and we trust this explanation resolves

her complaint.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111