Cricket Communications Inc

Review: The cell phone was originally carried by AIO Wireless. When Cricket took over AIO (in the early part of 2014), problems with the voicemail began. The initial problem was that callers could leave messages, but messages could not be retrieved. It took 4 calls/chats to address that. The sessions lasted on average 45 minutes. Then the recorded message of the caller skipped (like a scratched phonograph record)or was garbled and unintelligible. After 2 more lengthy chats with Cricket, messages can neither be left nor retrieved. Insufficiently trained Cricket agents spent hours trying to fix the problem. They usually can't find a record of previously given information resulting in more time wasted. The agents have assigned me 4 cases to solve these problems. I was to hear back in 2 to 4 days for 3 of those and in 3 hours for one case. I never heard back (although once I was told they left a voice message!). On calling Cricket to discover the result of the cases, twice the Cricket agents couldn't locate a case file on record. One suggested I gave the wrong case #. Fortunately, I had a transcript of the chat with the agent who assigned the case number. Another agent said voicemail wasn't part of my plan while it is clearly listed in my account plan. And once, the main number for Cricket support would not work (verified by Agent in transcript of chat). It's been several months since I've been able to use voice mail. Because of the nature of the problem, it is not the phone itself, but the service. Cricket has provided poor phone service and poor follow up on customer complaints. I have transcripts of most of the chats. Unfortunately, the phone calls were not recorded, but I can offer transcripts as proof of these attempts to rectify the situation.Desired Settlement: Fix the voicemail so messages can be left and retrieved. Compensation for not providing the services detailed in my plan over the 3 (or 4?) months the problem has existed.

Business

Response:

July 7, 2014

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 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 Called Cricket on 7/31/2013 and spoke to csr rep and advised that the panel on my phone was not working, so I was told to go into a cricket store and because the manufacter warranty had not expired they they would review the phone and replace at the store they day I went into the store. I went into the Cricket store on [redacted] in the [redacted] an arrived at 5:10pm did not get seen until 6:25pm. I was called up to the counter by a gentleman who pronounced my name incorrectly when I corrected him he said " oh well" as through up his hands. By while I waited they store had children running around through their shores and toys. When I mentioned it the the assistant Manager she said "well I can only tell the parents so many times" and she walked away, with disregard to her customer. I told them the issue I had with my phone, I was informed that I had to purchase a case for the phone and wait two days to receive the phone. This was not the information I was informed when I had called; so I left out of frustration of the service and the incorrect information I received by Cricket employees. This is the second phone purchased because the panel stops working. This location has horrible service I hate going to that store, and calling the customer service is just worse. I Could not understand anything the lady was saying. I had to keep telling her to adjust her headset. When I go into store I want my name pronouced correctly if they can't say it then they should ask.Desired Settlement: I would like the handset replaced by mail, and I will gladly send the handset back since this is the second time having the phone replaced.I do know want to go back into the store to receive the horrible service at the location and wait an 1 hour and 30 min to be seen.I want a letter of apology from the customer service manager from that location not a generic letter from the complaint department. I want that manager to be held accountable for his/her employees.

Business

Response:

August 9, 2013

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

Review: This company has sold defective phones to it's customers. I have had to have my cell phone replaced four times in one year and the phone that I have now is more defective than the last. I have called there customer service several times and have not been able to get a satisfactory soultion. I was told by two employee's that they stopped selling this phone due to it being defective. I was told that they could do a warranty exchange and give them more money to get a different phone but same model and they are supposed to be refurbished phones but they are defective also.I have insurance and its a scam. Five dollars extra a month and I still have to pay 125 for anthor defective phone. This is the second time Cricket has sold me a phone knowing full well that they are defective and had me paying money for phones they knew I would bring back. The first time it was the huawei assend. I am at my wits end and I have tried everything I could do to resolve this issue. But this is the second time they have done this to me. I am very upset and do not know what to do. I can not afford to keep buying phones at there outrageous prices and I have been a loyal customer. My service has never been terminated or suspended. I can't take it. Please help.My phone glitches shuts off I can't acess the internet more than 90% of the time and my phone dies not receive calls half the time and can take days to send a message. My phone has no physical damage but its all the way messed up. There customer care is a joke they have been rude and told me there is nothing they could do for me And told me to deal with it. I have had problems with this phone since the day I opened it after ordering it online.I informed customer care of this and I was told its new so just use it.Desired Settlement: I paid 400$ for this phone originally and 125 to get it replaced through insurance and 25$ to replace it through the warranty exchange and the phones are defective. I don't want to receive a phone that is a down grade for what I have or what I paid. If they could replace my phone with the Samsung galaxy I would be willing to take that. Its the only phone that would be a fair exchange. Its up to par with my specs on my broken phone now and all of there other phones have the same bad reviews

Business

Response:

May 20, 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 Cricket service. In her complaint, Ms. [redacted] states that she has had to replace her cell phone four times in one year. She states that the phone she has now is more defective that the last. Ms. [redacted] states that she has called customer service several times and has not been able to get a satisfactory solution. Ms. [redacted] feels that the $5.00 insurance fee she pays monthly for her phone is a scam because she has to pay a $125.00 deductible for a replacement device. Ms. [redacted] states that she cannot afford to keep purchasing new phones and feels that Cricket sells their phones knowing that they are defective. She states that he phone has been defective since the day she got it. Ms. [redacted] is requesting assistance with replacing her phone with a comparable device; she is requesting that Cricket provide her with a Samsung Galaxy S III.

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.

Cricket offers a Handset Protection Program (HPP) to all customers. Cricket’s Handset Protection Program will replace the customer’s phone if it is lost, stolen or damaged. Customers may sign up for replacement coverage on the handset or be covered by the manufacturer’s warranty. There is a $5.00-$10.00 monthly charge for HPP, depending on the device. The deductible amounts to replace a device range from $20.00-200.00, depending on the device. Full coverage information about Cricket’s Handset Protection Program can be found online at [redacted].

[redacted], the Operations Manager in [redacted] contacted Ms. [redacted] on May 16, 2013 to discuss her complaint in detail. Mr. [redacted] offered Ms. [redacted] a HTC One V to replace her current phone. This device is comparable to Ms. [redacted]’s defective device and was offered free of charge. Ms. [redacted] accepted this offer and had her phone replaced at the store that day. Mr. [redacted] also offered Ms. [redacted] a free month of service and applied a credit to her bill.

We thank Ms. [redacted] for her communication and we trust 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 have determined that this proposed action would not resolve my complaint. For your reference, details of why your not satisfied.

I orginally accepted the offer of taking the htc because I was told by [redacted] the rep on behalf of cricket told me that the features were up to par with my old phone and were better which infact turned out not to be false. my old phone had a front facing camara and an 8 megapixel reardd camara. the htc does not have a front camara and the quality of the rear camara is 5 megapixels. I jave a job that requires video chat and clear pictures for my customers and I can not deliver that with this phpne the htc one. also this phone overheats which in turn causes it not to charge properly and it shuts down and off. the quality of sound is terrible. I was told by [redacted] to take the phone back to the store and get it replaced and I went to the store on two different days and they had closed the store earlier than 8pm. and I was there earlier than 7:25 I informed [redacted] of this today when I called him. I was told by him that he would look into more options and call me back. I had stated the phone that I felt would be a

Regards,

Business

Response:

May 28, 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 rejection filed by [redacted] regarding Cricket service. In her rejection, Ms. [redacted] states that she accepted the original offer for the HTC One V because [redacted] told her that the features were comparable. She states that her previous phone had a front facing camera and an 8 megapixel rear camera. Ms. [redacted] states that the HTC One V has a 5 megapixel camera, and her job requires that she has the ability to video chat and take clear pictures. She states that the HTC One V is overheating and the sound quality is poor. Ms. [redacted] states that she spoke to [redacted] (Operations Manager) who told her to take it to the store to get it replaced. She states that she visited the store on two different days and they closed earlier than 8 p.m. Ms. [redacted] is requesting a device that is comparable to her previous device.

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] visited Cricket on May 23, 2013 and was provided an HTC One SV, which has all of the features that are important to her. We informed Ms. [redacted] that the retail store operating hours are only until 7 p.m., and that is why the Cricket store was closed when she visited. We called Ms. [redacted] on May 24, 2013 and confirmed the details of the exchange, and Ms. [redacted] stated she is happy with the device.

We thank Ms. [redacted] for her communication and we trust this action closes her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

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 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: 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: On August 5, 2014 I purchased 2 Lumia 630 phones with intent to get a $50 rebate for both. Upon purchasing the phones the salesman stated that when you send it in it takes about a week to come back if that. He told me only thing I had to send was the photocopy of the imei numbers and other things on the side of the boxes, which he did himself. I sent both rebate forms in the middle of September and after 2 weeks I didnt receive anything I contacted Cricket Wireless and thats when I found out it take 2 to 2 1/2 months to receive them. I was also informed that I was declined because I didnt have the purchasing receipt along with the rebate form and photocopied paper. I did what the guy at the store told me to do and it was not correct so now I have to send the purchasing receipt in order for them to do anything.Desired Settlement: Instruct store managers on how to advertise such sales and deals. 2 to 2 1/2 months is a very long time to wait for something, that isnt fair and it should be stated as such before the purchase is even made.

Business

Response:

October

14, 2014

Revdex.com

Review: They sold me a defective phone and don't want to help me and I spent 600.00 on this phone and I want my money back to go to a better company.I spoke a manager name Bisell and was told that they can't do anything for me.Desired Settlement: Just give me my money back and I'll go to another phone company.

Business

Response:

August 20, 2014

Revdex.com

Review: My phone plan was actually through [redacted], although my phone was stolen and flashed by "THE FLASHING EXPERTS", which uses Cricket Wireless as their service. The flashing experts know exactly what they are doing, they are flashing phones that are stolen and knowing that these phones are stolen. I set up a message to play when my phone was turned on, stating that this phone was lost and left a phone number to please call. They as a business, disregarded that message erased my stuff and continued to let this person with my stolen phone, use my phone on their cricket service. When I called the company, the owner/manager straight up told me that they do not flash phones. Which to me doesn't make since to me they are called the flashing experts???? Anyway the manager/owner would not help me, said it was not his problem and I should be mad at the person who stole my phone. Like I am supposed to know who that person is, they walked into his store to put his service on my phone. He should have a record of who that person is and what their name/ phone number/ address is.Desired Settlement: I would like for these people, who should have called me with the information that a person was there to hook up my phone, to replace my phone, or give me the name of the person who was there to hook up my phone with their cricket service.

Business

Response:

October 24, 2013

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

Review: I purchased this phone online because Cricket was offering a $200.00 mail in rebate. When I ordered I requested that the rebate form be included with the phone: it was not. I left for vacation shortly after receiving the phone and after returning I went to the Cricket website to download the rebate form. The needed form was nowhere on the site. I then called Cricket support. After spending over an hour being passed around I was told the proper was being mailed to me and I could expect it within a week. After a month passed the form had still not arrived so I went to the Cricket store to obtain the form. The store confirmed that I was due a 200 dollar rebate but could not locate the form. The took my info and email address and said the would email the form. That never happened. I contacted the store again and was told the new manager was handling my case and would contact me soon. There has been no contact. I have called 3 other times and each time I have been told the manager was unavailable but that I would be contacted soon. At this point I feel that I will be strung along until I finally give up in frustration. I contacted [redacted] to dispute the original charge in hope that would motivate the company to honor it's commitment but was told the dispute period had passed. As of this filing I feel I have been defrauded by Cricket Wireless because I cannot obtain the form they require in order to issue my rebate.Desired Settlement: I want Cricket Wireless to honor their promise and either supply me with the form I need to comply with their rebate process or to credit my account in the amount of the 200 dollar rebate.

Business

Response:

October 15, 2013

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: I went through Cricket wireless website ( https://www.cricketwireless.com/shop/byod.html ). had to enter my IMEI # to check compatibility, I would not have ordered if this did not check out. I paid for the sim card $9.99 and $40 for one month prepaid service. I received the sim card today and have spent many hours trying to get results. The phone does not work with a cricket sim card. Cricket says phone must be unlocked. The phone works on different carriers and is unlocked but will not work with the cricket sim card. Verizon says it is unlocked but that an unlocked phone will only work with non USA based sim cards for international use. If cricket had been upfront about their sim card possibly not working I would not have purchased. When I asked customer service at cricket how to return the sim card and get a refund for something that has not worked and will not work, I was told they do not offer refunds on service. WHAT SERVICE??? It has not worked at all.Desired Settlement: I expect a full refund of $50.79 $9.99 sim card $40 1 month service $.80 tax

Business

Response:

September

30, 2014

Revdex.com

Review: This business engages in deceptive business practices and does not respond to customer service requests.

As this Revdex.com is aware, this consumer utilized Revdex.com email contact provided on its website on December 19, 2013 regarding unfair cell phone monthly overcharging practice. To date, however, respondent business fails to reply. This Revdex.com complaint follows.Desired Settlement: Respectfully request the following relief:

-Revdex.com serve complaint for business reply;

-for complete reimbursement for each and every month for subjecting consumers to these abusive business practices; and

-for any other relief fit in the premises.

Business

Response:

January 22, 2014

Review: Phones are made in poor quality: False advertisement as their phones claiming to be 4g, charging for 4G slso also charging 4G plans "the phones " are all g3 working on 4g system in this areaI have tried for the past 3 day thru custer however there is no name phoneuDesired Settlement: I would like my money back plus I would like the money that I paid for this whole month service already paid. To change carries and a workable phone

Business

Response:

July 2, 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 Cricket service. In her complaint, Ms. [redacted] states that Cricket advertises their devices falsely, claiming that they offer 4G speeds. She feels that the phones are poor quality. Ms. [redacted] states that she is being charged for a 4G plan but the phone is operating on 3G. Ms. [redacted] is requesting a refund for her service and is requesting a new phone.

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

All Cricket smartphones are designed to default to the best available data signal. This means customers will experience 3G speeds in 3G areas, but if 3G is not available, their device will switch to 1x.

4G capable smartphones work this way also, but their default network is the 4G network, rather than the 3G network. If a customer purchases a 4G capable device in a 3G area, they will experience 3G speeds with these devices, since the Cricket 4G signal is not yet available in their area. If the customer travels to a 4G area, they'll be able to take advantage of 4G speeds while they are there. When they return home, they'll again enjoy the 3G speeds available in their area.

As Cricket expands our 4G network, customers with 4G capable devices will automatically begin using the 4G signal as it becomes available. We do not have a list of upcoming 4G areas, but when her area becomes a 4G compatible, she will automatically receive 4G capabilities.

We are unable to provide a refund to Ms. [redacted] for her device or service. Monthly service charges are nonrefundable, per Cricket’s Terms and Conditions of Service (www.mycricket.com/termsandconditions). If she is not satisfied with her device, she may return to the store it was purchased from, to return or exchange it within 30 days from the original date of purchase.

We thank for her communication and trust that this explanation properly addresses her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

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.

$125.00 phone purchased 6 wks ago "replace by insurance

same brand more problems

$120.00 2 of four mauve phones I purchased. Could not use phone memory

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: My husband and I both purchased the samsung galaxy s4. The selling point was that the phones are 4g. We were told that At&t was purchasing cricket soon and we would soon have 4g. We bought the phones and have been waiting for the 4g to work. We heard that the merger had taken place yet our 4g isn't working so we went in to the store to find out why. We were told that in order to get 4g we will have to purchase new phones because the ones we just bought are not compatible with the new network. We can not believe that they can legally do this. Cricket told us or phones will be obsolete soon. We just spent almost 700$!Desired Settlement: We would like our phones replaced with the samsung galaxy s4 that are actually 4g.

Business

Response:

On

June 13, 2014