Cricket Communications Inc

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 When I further talked to [redacted]) he said it was no longer valid.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: 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: During the summer of 2013 I changed my phone and service over to a smart phone. I never had a problem with the phone until January 1, 2014 when the battery would not hold the charge. At this time I called Cricket Wireless and was reminded that I have insurance on my phone therefore I could call the insurance and pay a deductible and get a new or refurbished phone. So I did so, but never during my call was I ever informed that the battery was considered to be an accessory and therefore when I received my new phone it came without the battery. So I called the insurance company back and inquired and that's when I was told that the battery was an accessory and I would have to purchase a new one. So I requested my $20.00 back and told them I would send back the new phone and that's when I was informed of their no refund policy. So now I'm stuck with two phones and neither works because I only have the bad battery and out of $20.00Desired Settlement: I would like to have my money back and return the new phone. Also I would like to know that they are being very clear on their policies before the customer purchases anything.

Business

Response:

January 10, 2014

Review: I went into the Cricket store in Palmetto, Fl spoke to [redacted] about starting a new service plan. I wanted to carryover my IPhone from my previous company, he hooked it to a machine and said that would be no issue at all. I asked if I had any issues can I cancel service and get reimbursed, he stated that was no problem at all. On the 5th day I received a text my data usage was almost gone (which I barely use data). Not only that, no one could ever hear me they said my phone was breaking up, and I would be in an open space outside on the expressway, there was no reason my phone should not be working. I went into the same store in Palmetto and spoke to a girl ([redacted] was not there). I told her the 7 day cancel rule was not up, this was only the 6th day and I was unsatisfied with my service and wanted it cancelled. She then called [redacted] he told her no problem, just call Customer Service and they would issue me a check for the money I paid to start service and my first month. I called and first spoke to [redacted], who kept me on hold for over 5 minutes (I was on the phone a total of 45 minutes waiting) without even checking in. Then we were magically disconnected. I called back for a second time spoke to a supervisor named Mariette Sitoc ID# [redacted], told her my issue, again we were disconnected. I called back a THIRD time asked for a manager spoke to [redacted] ID#[redacted]. Explained the situation, she refused to help said there was nothing she could do. I told her I needed this resolved she had employees lying to me so I would switch service over to them. She was extremely rude and actually ended up hanging on me. I have been a customer service supervisor for over 8 years, and this was by far the worst customer experience service I have EVER encountered. If one of my employees hung up on someone, they would be fired. I only had the service 6 days, all I wanted was my money reimbursed for the service they promised that I did not receive. I don't appreciate being lied to and I have lost faith in this company.Desired Settlement: I want full reimbursement for the service that they promised and said would work. I am not asking for anything free I just want to be compensated for the lack of service I was told I would receive even after they put their sim card and hooked up to their machine and assured me that my iPhone would work on their service.

Business

Response:

November 13, 2014

Revdex.com

Review: Cricket wireless received my money on the 4th of the mo. and cancel my plan forcing me to go with a paygo plan and want me to pay an extra $35 but I paid $45 for unlimited plan that I have had for since Oct.2010. All I ask for is a refund. I paid my bill and 6 days later I have no service and they will not help me with the problem, I sure could use your help on the matter Thank you.... [redacted]Desired Settlement: Just refund my money or correct the problem

Business

Response:

September 18, 2013

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: 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 long time customer since around Oct. 2004 plus or minus a year. My plans have always stayed the same even if the plan they were currently offering was cheaper or had more features. I never received automatic updates or added features to my plan even if the newer plans were cheaper. On the latest plan I have had, Cricket advertised and I still have it as a flat $45 plan which meant NO additional taxes and fees, just pay the flat $45 every month. I have two lines on my account.Recently, Cricket, without any written notice to me removed 411 directory service from my plan which was included previously and now want to charge me for it. Also, I had noticed that my monthly charges were starting to creep up which when I asked why, the Cricket employee reviewed my bill and did not understand why but told me to just keep paying my Flat Fee and they would take care of it. They did not and now my phone was temporarily disconnected because of a balance owed above and beyond my monthly Flat Fee.Upon visiting the Cricket main office in Boise, I was informed that I owed for roaming. Roaming? I never had roaming but Cricket put $5 in my flex bucket in case my loss of local service in Cascade, ID did not get fixed after I alerted them of the issue, which took about 3 weeks to fix. What Cricket did was add roaming to my phone instead of just depending upon the flex bucket account to pay for any roaming related to having service in Cascade while the system was not working correctly.Now that I got that extra charge removed and my service restored, I was told that all the extra charges were removed from my account and I would receive a $5 credit on my next bill. Also, he said instead of the Flat Fee of $45 that I have that I will also be paying an additional fee of $1 for each line on my account. I reminded the agent of my plan details and that they already took away my 411 service and now they are charging me extra fees that were to never be included in my Flat Fee plan.Desired Settlement: Remove all additional charges from my account since I have always paid my account on time in full and do not have any unpaid balance beyond the advertised "Flat Fee $45" plan. Remove all future additional charges from my billing since I have the "Flat Fee" plans on both lines on my account.I would appreciate restoring my 411 service also but if they would like to negotiate this to a few 411 calls a month being covered I would accept that.

Business

Response:

September 11, 2013

Review: My husband drove to frankfort, ky to purchase a cricket phone because where we live there are no local carriers that service here on a budget. My father in law has cricket and when he comes here he has perfect signal so my husband went to store and traded in a phone and bought a new one supposedly a Cricket phone. My husband purchases the plan and all and comes home. Needless to say after he told the lady he was tired of att because it did not have signal they had given hhim an attempt phone so therefore no signal once he got home. I contacted customer service via chat and they told me to try all these different steps and if it didn't work the phone was bad. We were told in our location we should have 4G coverage. Not only was there no cricket phone now on our welcome packet it has a different phone number than what we were given, he wasn't given a pin code so customer service will not help. So we now have to drive another 2.5 hours to visit the store and see why in the world after he explained att did not work they still gave home this phone. 2 days and all we want is a working phone to do our business with. First experience with this store in Frankfort, ky was horrible.Desired Settlement: Want the same number transferred to an ORIGINAL cricket samsung galaxy s4!

Business

Response:

June 19, 2014

Review: Cricket Wireless associates promised that I would receive a $50 rebate for each line on my account. I have three lines. I witnessed the Cricket Wireless associates staple the original receipt to each rebate form. They then recommended the form be mailed immediately. I sent in the documents as prepared by the Cricket Wireless associates immediately. I was shocked to receive a couple of post cards from Cricket Wireless declining two of the three rebates. They claimed that the forms lacked the original receipt. I immediately contacted the store. At that time the associate advised they would settle this in-store. However after going back to the physical store the associates advised they wouldn't be able to help in store. This is a scam to get new customers. They cheated me out of $100.00 in rebates. This is an unethical business practice!Desired Settlement: I deserve to have my rebates honored. Especially considering that the Cricket Wireless associates prepared the rebate form and stapled the original receipts in the store before me leaving with my new phones. This was suppose to guarantee the success of my full rebate.

Business

Response:

October

20, 2014

Revdex.com

Review: My family and I went into the Cricket store located at 6460 N BLACKSTONE AVE STE 101, FRESNO, CA 93710. While we were waiting to be helped, a woman who obviously had mental issues was in the store acting completely crazy. She began cursing, and making threats such as "I'm ADHD, bipolar and on SSI, Cricket doesn't want to mess with me, they better just give me my motherf&@*ing money back." I had my adult son, my 18 month old son and my 9 month pregnant daughter in law with me. My adult son politely asked the woman to calm down and stop using obscenities in the presence of my 18 month old son. The woman replied, "I don't really care about that right now." She then began making threats against my older son saying she was going to call her brother to come up to the store and that "it would be lights out." This woman was going crazy and not one of the cricket employees did anything to ensure the safety of the customers. It was only when I stated I was calling the police did the supervisor, Victor, step in and ask the woman to calm down. When the woman refused to calm down, nothing more was said to her. I am absolutely appalled at the lack of concern for customer safety shown my the Cricket staff. I will never again go to a Cricket store and will be cancelling my service and going to AT&T.Desired Settlement: I would like a representative from the Corporate Office of Cricket to contact me to discuss this matter further.

Business

Response:

January 6, 2014

Review: Worst company ever!!!!!Cricket WirelessWe count on members like you to help consumers make well-informed decisions about businesses or products.Write a reviewReview HistorySubmitted 12/3/2014Published waitingPUBLICpublished review 12/3/14Order 4s Samsung cell phone from them and service for my daughter. Order was made at 11:58 am on December 2, 2014. Received confirmation email and funds taken out of my account. At 3:57 pm on same date received email stating ordered was canceled due to too many lines on their service. I have NO lines on their service at all. Did not returned the 268.43 dollars to my account. Said I needed to go to brick and motar store to get service. Went to Cricket store and they wouldn't honor the internet price and that I had to 500 plus for same phone and service. This is on top of the monies above. The phone number on their website is automated only. Got in their chat que as customer #175 was cr 125 when service cut off at 7pm eastern time. Check my account online online and a different number was on there. Called it and after 2 hours got ahold of an obvious barely English literate person. Claimed was in US, but couldn't tell me what the capital of US was obvious lie. Transferred me to warranty just to get rid of me and the on hold started over with getting another Indian that couldn't pronounce the name [redacted]. Was told I needed to go back to online site and reorder. Yeah that's going to happen. So apparently I gave ATT(yeah they bought Cricket) a short term loan until my money is returned. Already canceled card and filed a dispute with card company. Wow what a shyster company you are ATT.Desired Settlement: Would like interest on loan made to Cricket. Since Cricket obviously lied about having phone in stock. Also saying the exact amount is a pre-auth. Says nothing about pre-auths on thier website. Also a pre-auth is for more than service or product not exact amount.Since Cricket made me a private bank. I informed them (recorded it) that my interest rate starts with a 25.00 dollar surcharge for first hour and a dollar a minute afterwards which started at 6:48 pm CST. Yes I can do this.

Review: I had been Cricket customer for 2 years, no issue. I upgraded my handset on 7-6-14 and it has been a disaster since. They promised the same terms as previous, but changed without my knowledge. The phone NEVER OPERATED as it should. I could not receive calls, they went straight to VM. I went to to retail stores and they couldn't help and were to busy to care. I spent HOURS on the phone with customer service to no avail. They cut my service off twice even tho I was paid and current. They sdmitted the mistake and promised to restore service and compensate, but did not.They now refuse my calls and leave their VM full so no messages.I am trying to port to another carrier, but out of spite, they refuse to allow me to port my number.[redacted]; ###-###-####- [redacted], ###-###-####SIX DAYS WITH NO PHONE. HELP!!!!!!Desired Settlement: Send them to prison. Since that is unlikely, it would be nice of them to comply with federal law and allow me to port my number.

Business

Response:

October 22, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] in regards to porting his Cricket telephone number. In his complaint, Mr. [redacted] claims he was unable to use his Cricket service and Cricket is refusing to allow his Cricket phone number to be ported out. Mr. [redacted] would like Cricket to allow him to port out his number and for Cricket to be sent to prison.

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

After reviewing Mr. [redacted]’ account, it was found that his number successfully ported out on October 7, 2014. Cricket no longer has Mr. [redacted]’ number in our systems.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is simply passing the buck. Cricket is owned by [redacted] who is [redacted]. They didn't answer the complaint.

I bought a $300 phone and they locked it up and won't let me use the phone. My # is ported, but [redacted] refuses to

Review: I called to have one of my life to spend it because the phone is broken they would not fix the phone had issues with them fixing the phone and now I'm still being charged 3 months later for the foam service being on. I also called to have my service extended out and got nowhere with them and they are persons on the phone was not very pleasant to deal with.Desired Settlement: I would like to be refunded for the the three months of service that I have paid on the phone and while the phone is still on after requesting that'd be suspended the service be suspended I will also I like for the phone that is broken to be replaced because when I went in the store they would not help me and would not fix my phone.

Business

Response:

September 12, 2013

Review: May 23 was my due date for the next month. I paid my payment then the next day my son was arrested so I called cricket to cancel my phone and have it credited to my account. When I called on May 24 to cancel my phone they said they would cancel my phone and credit the account. Today June 10, 2013 I went online to check my bill and saw that they did not cancel or credit my account. I then called cricket again. spoke to [redacted] He stated that the account was not canceled and I was not able to get my credit. He refused to give me to a supervisor said that he is considered a supervisor and that I was unable to get a credit. I told him the previous representative had assure me that I would get my money back due to the fact it was only one day since I paid and was unable to get the phone back due to the fact the police now had it. [redacted] then said it is crickets policy that they do not give a refund back for any reason and could not get it back. Now I am out 65 for a phone that did not get any use and am not satisfied with crickets customer service. The representative should have honored the first representative words. I feel I have been wronged!Desired Settlement: I feel that Cricket should honor that, I wanted that phone canceled and refunded to the account so that I could use the credit on my other phone on that account for the next month. I should not be out the money for a phone that was in the police custody and still is since I did call the next day after I paid the bill. So I feel I should get a month on my [redacted] phone to not pay for June payment because the credit would have paid for that month.

Business

Response:

June 20, 2013

Review: Back in march they cut my phone off said I put my account info in wrong and made me pay an extra 25 bucks to get it turned back on. Then last month they cut my phone off 3 times for non payment. But I got a voice mail proving I paid it and now they won't let me make a payment so my phone don't get cut off they r saying I have to wait till the 10th but my bill is due today and the guy I talk to yesterday said that I have to wait which means they r gonna cut it off till Saturday. I have to have my phone. My daughter has medical issues and if something was to happen to her and the school not be able to get ahold of me I'm gonna be really mad. Please helpDesired Settlement: To pay my bill and my phone not be cut off for no reason

Business

Response:

August 12, 2013

Review: ON 11-19-2013 I CHANGED PHONE COMPANYS FROM CRICKET WIRELESS TO [redacted] CRICKET KEPT SELLING ME FAULTY PHONES AND I GOT TIRED OF MY PHONES MESSING UP AND WASTING MY MONEY I WAS TOLD BY THE STORE MANAGER AT [redacted] LOCATION AND CORPERATE OFFICE I COULDNT GET A REFUND FOR THE BILL I PAID IN ADVANCE MY BILL WASNT DUE TIL NOV 26TH BUT PAID IN ADVANCE NOT KNOWING I WAS CHANGING COMPANYS SOONER THE AMOUNT OF $33.03 WAS PAID WITH MY DEBIT CARD WAS TOLD I NEEDED TO FILL OUT A REFUND REQUEST AND HE STATED HE TALKED TO THE MAIN BOSS AND WAS TOLD I WOULD NOT GET A REFUND IM NO LONGER A CUSTOMER OF THEIRS AND SHOULDNT BE GTTING RIPPED OFF AND LEGALLY NOT LIABLE TO HAVE THEM KEEP MY MONEY FOR ANY REASON.Desired Settlement: I WANT MY $33.03 PAID BACK TO ME AND THEM NOT STEAL FROM FUTURE CUSTOMERS.

Business

Response:

November 22, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding a refund for Cricket service. In his complaint, Mr. [redacted] states that he cancelled his Cricket account on November 19, 2013. The manager at the Cricket store told him that he would not get a refund for the payment he had just made in advance. His bill was not due until November 26, 2013. He was told that he needed to file a refund request. Mr. [redacted] feels that it is not legal for Cricket to keep his money. He is requesting a refund for $33.03.

Our records show that a refund request was filed on November 19, 2013 when his account was disconnected. On November 21, 2013 our refund department sent Mr. [redacted] an email confirming the resolution of the requested refund. Our accounting department will be mailing a refund check in the amount of $33.09 to Mr. [redacted] within 10-14 business days. The reference number for this refund is [redacted]. If he has any questions, we ask that he visit a corporate owned Cricket store or call ###-###-####.

Based on the aforementioned, we respectfully request that Mr. [redacted]’s complaint be closed as resolved.

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.

GOT A LETTER FROM CRICKET 3 WEEKS AGO SAYING I WOULD BE GETTING MY REFUND OF $33.09 IN 7 TO 10 DAYS AND HAVENT GOT IT YET I NEED MY REFUND SOON.

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 bought my phone at a Cricket store in Dec. 2013. When it started to act up, I took it back to the store and they told me I had to mail it back to them because it was under the 12 month warranity. I mailed the phone back and received a different phone of the same make. The phone they sent me never worked right, because it was refurbished. I called again to have them send me yet another shipping slip to seen this phone back. Now they cannot match the numbers ([redacted]) to their records they told me I am responsible to buy a new phone, because they have no records of this phone. This is because they did something wrong on their end not mine. I talked to customer service as well and instead of offering me something the tried to sell be something. I believe they should send me the Galaxy 4 I was originally promised when the first phone broke. I should not have to spend any money to get a different phone when they sold me a disfunctioning phone and then replaced it with a worse phone. I am still in my 12 month warranity plan. I should not have to use my insurance plan when I did not damage the phone. It has a manufacturing problem. My deductible is $200 why would I pay that when it is their fault not mine. Also they know the Source phones have manufacturing problems.Desired Settlement: A month of free service and a Galaxy 4 like I was promised.

Business

Response:

October 23, 2014

Review: I joined during their refer a friend promotion. They offered a $25 credit to the person that referred someone, as well as the person that was referred. I signed up March 7 2014 and am still waiting for my $25 credit. The person that referred me never got their credit either. I contacted Cricket, they emailed me that they need 75 days to verify that I have been a customer in good standing for 60 days for them to make the decision of whether or not I am qualified for the deal. That was not the promotion deal. I've already been a customer in good standing for more than 75 days. It is FALSE ADVERTIZING at its worst!Desired Settlement: I want my $25 credit that is due to me! I want Cricket to be held responsible for their advertising decisions and practices.

Business

Response:

July 16, 2014