Cricket Communications Inc

Review: My boyfriend and I went into a Cricket store on the corner of [redacted]. and the moment I walked in I knew I going to have a bad time. The young lady that was "helping" us had a horrible attitude and I had to hold my breathe so I would blow up. While helping us she took two or three personnel phone calls and made my boyfriend wait on her til she was done talking on the phone. It was so bad I had to go outside and wait. I feel like Cricket is in for the money and not the customers. My boyfriend had cricket for almost a decade and we decided that its not worth it because of the CSR for Cricket. I even called Cricket to tell them about the experience and all they said was that they can send the information to a product manager. Horrible experience, horrible CSR. Just bad all around. I hope Cricket takes this seriously.Desired Settlement: I just want something to happen, anything. I'll take a refund because of the hassle I have gone through.

Business

Response:

Review: I've had Cricket Wireless Unlimited $35 plan for about 4 years altogether. My service was terminated last year on Oct 24 2012 without any notice or warnings. I had to call customer service from a different phone and I was told that I must go to the Cricket store because I violated the policy. I was told at the store that I overused my unlimited voice coverage. They marked my account as fraudulent because I talked on the phone a lot. They restored my service as a new customer on Oct 25 2012, and gave me a printed page of the policy which they told me to read. The page I received didn't have anything about voice coverage, only showed text and internet. The plan I paid for was unlimited voice and text with no internet. I was told my phone will now be monitored and I cannot overuse my phone or they will terminate my service again for fraud. Sep 24 2013 I paid for the month of Oct. On Sep 30 my service was permanently terminated for overusing my unlimited voice plan. I cannot see if I am overusing an unlimited plan because I don't get notifications nor warnings about overusing. I bought an unlimited plan because I talk a lot. They refuse to refund me for the month of Oct and for which they will not provide service. On the website policy it says they can terminate service any time without refund if I reach over 50% of outside home coverage area. I have no way of knowing if I call someone if it's outside Cricket coverage area and not their partners coverage because on their website it shows the place that I only call as their coverage area but in fact it's their partners. Cricket is shown to be scattered across the map which makes it almost impossible of knowing anyway. All I ask for was a refund of 38.54 for Oct for poorly written policy that I could no way be aware of especially because I signed up for an unlimited voice plan.Desired Settlement: I am asking for refund of 38.54 from Cricket Communications for the month of October for which I will not receive service.

Business

Response:

October 3, 2013

Review: These people keep calling multiple times per day and from different numbers ever since I received this phone number in June. I have asked for them to stop calling since I am NOT the person they are calling for to no avail. The last phone number they have used is [redacted], 3 times already today. THIS MUST STOPDesired Settlement: Please inform [redacted] to cease, and that this is also posted on their public record.

Business

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October 25, 2013

Review: Phone battery kept discharging and I could not enjoy the use of the phone regularly. I asked that the phone be put on holiday. Cricket agreed to place the phone on holiday. Meanwhile, I contacted [redacted] Wireless for a new phone plan. When I asked Cricket to port my phone to [redacted], they refused. I was told that the phone was disconnected and that I had to pay a whole month's fee ($56.00) in advance in order to be able reactivate the phone before I can port it to [redacted].I do not owe Cricket any money and I was not told that I run a possibility of having the phone disconnected when I asked it to be put on holiday. I prepaid for my services as agreed. Thanks[redacted]Desired Settlement: I need Cricket to allow me port my phone number over to [redacted]. Thanks.

Business

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October 29, 2013

Review: my service was turned off last night. I called cricket this morning and was told my acct was cancelled. I never authorized that and my next payment was not due until 11/4. I called cricket this morning and am told that my account was past due and I made a cash payment at a cricket store.Desired Settlement: I demand a refund for the service that I have paid for from 10/24-11/4. it's the principal of the matter. no one has helped me only told me I havent paid. it shows on my account I have paid I logged in on 10/24 in the evening and showed my next payment will be AUTOMATICALLY DEDUCTED FROM MY ACCOUNT ON 11/4 FOR THE AMOUNT OF $31.XX. I have never received such horrible customer service from your representatives

Business

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October 30, 2013

Review: cricket charged me once online for the cell phone which I bought as well as the plan for 36 dollars which I payed for by credit card online. When I got the phone the phone wouldn't activate so I ended up paying for another 36 dollar plan assuming I would get a refund on the first one and obviously this has not happened nor are they willing to do it.Desired Settlement: pay me one payment of 36 dollars and put it back on my mastercard.

Business

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November 7, 2013

Review: I have 3 phones in my name and I pay for all of them. I called them and ask what would happen if I disconnected this number [redacted] well in my flex bucket account I have 58.00 which I payed in cash to have money in this account. I was told no problem to disconnect the number. I ask what will happen to my money in flex bucket they said the money will go away. I ask where..the rep said oh it just goes away like your phone number. I ask do I get a check for my money...the rep said no the money goes away...I ask what does that mean..Oh it goes away...goes away where I ask..he didn't answer so I said so you steal people's money..no we do not. So this money I have in my flex bucket does not get transfered to one of my other phones and they do not send me a check the money just goes away......How is this possible?Desired Settlement: I want an explantion, why they would even take flex bucket money when they are not going to credit another account or even give a person a refund because this is like they are stealing people's money...

Business

Response:

November 15, 2013

Review: My Husband and I encountered horrible customer service while trying to get the numbers transferred from our current cell phones to the new ones. First we were informed that we had to go to a specific location for the transaction, my husband went to such store and was there for about an hour before anyone could help him. We decided at that point, that if we were to encounter any other issues or needs, we would have to go to that specific facility and encounter long waits before we would be helped. We decided to cancel the service and return the devices since we had the devices for only one day and we had not even turned them on yet. When I called to cancel the service and return the devices I was informed that it is their company's policy not to refund for the service. I asked to talk to a Supervisor in hope that they could do something about this issue, instead I was told this was their company policy (which I was not informed about when signing up for the phones) and that I would not get my money back for the service only for the cost of the phones.Desired Settlement: I only want what is due back to us, the amount is $129.49. We have not used the phones and we do not wish to have the service either. I don't understand why I would have to pay for a service that I am not receiving, besides, the person that assisted me online never mentioned about a company policy of not refunding the charges for the service if we wanted to cancel the plan.

Business

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December 11, 2013

Review: My daughter [redacted] has been missing since Thursday 01/02/2014. I called Cricket wireless to get the activity record for her last outbound call, they stated it would cost me $25.00 and take 30 days to be mailed to me. My daugher is missing, I provided a police report to confirm this information and still cricket is unwilling to help me get this information I need. I would pay the $25.00 for a same day turn around, it's not about the money. I have been a loyal customer for over 12 years, and they cannot provide me information to find my daughter!Desired Settlement: I would like the records from my daughters line to help me and the police detectives in locating her.

Business

Response:

January 20, 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] regarding Cricket service. In her complaint, Ms. [redacted] states that her daughter has been missing since January 2, 2014. She called Cricket to obtain call detail records for her daughter’s phone line, but Cricket stated it would cost $25.00 and can take 30 days to be mailed to her. Ms. [redacted] requests that Cricket provide these call detail records in order to help the police find her daughter.

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.

Cricket provides call detail records and text message logs for these situations. This data is retained by Cricket for only 6 months. Data older than 6 months is overwritten and is not able to be recovered. Call record and text record requests are two separate requests based on a per month basis. Partial month records are not prorated. Customers must go to a Cricket corporate store to request a copy of their call detail records. At the store, they will be given a “Subscriber Request for Call Detail Records” form. This form must be completed, notarized and returned to the store with a government issued ID. Only requests that are notarized will be processed due to legal requirements. This is to protect the privacy and information of the customer.

While we understand this is a difficult situation, Ms. [redacted] will need to visit a Cricket corporate store to initiate this request and address any additional questions or concerns that she has regarding this process. The nearest store is located at:

CRICKET, [redacted]

Review: Cricket has failed to provide a signal to my home at times, and has been severely distorted since september 2013. Most often calls cannott be made to our phones from buffalo saying access code = ?? Cricket has been substandard since att bought them and stripped coverage to our home. This is unnacceptable and cricket will not respond with any resolution. I have been a long term customer and they need to either resolve my signal problems so my son is not stranded without being able to call his father for help when I am not home, or refund my payments since september 2013. I want this fixed...Desired Settlement: Either restore full coverage without distortion, and so my son can make and recieve calls without fail. If that is refused by cricket I want my money back for failure to provide service.

Business

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February 11, 2014

Review: I have tried several times over the past 8 months to cancel my month-to-month automatically billed phone contract. Cricket says that they must have an authorization ID number (AID) in order to cancel the account, and that they cannot/will not verify the account any other way. I got phone for my mother who used it a few months before she died. They say they can text me the AID to the phone, but the phone was with my mom and now I have no idea what happened to it. They refuse to email the AID to me, or allow me to change it on their website, even though they have my email address as the one associated with the account (I have emails from them for order confirmation to prove this.) They did offer that I could go to one of their brick and mortar stores to cancel the account, but he nearest one is 100 miles from where I live. They offered no alternative after that.Desired Settlement: I am going to talk to my bank about stopping payments to Cricket. I would like 8 months of payments refunded, but I doubt that Cricket will ever do so.

Business

Response:

February 18, 2014

Review: 2/15 - submitted warranty claim for broken phone at Cricket [redacted]. Advised by manager, [redacted] phone arrives by Tues 02/18 or wed 02/19. Paid $10 warranty claim. Receipt Trans #[redacted] - call claim #provided via email; informed phone "pending" arrive Wed or Thurs 02/202/20 - Cricket, [redacted] informed by [redacted] "acting mgr" phone not only not there; but still in pending status. [redacted] resubmits claim (advised will arrive 02/21). Advised will provide $10 warranty claim credit and credit week of service. Receipt trans #[redacted] - [redacted] informed by [redacted], CSR phone not there AGAIN; but still in pending status. [redacted] resubmits claim AGAIN. No receipt provided. [redacted] Advised will provide $20 warranty claim credit and credit week of service 2/22 - [redacted] informed by [redacted] mgr no deliveries on Sat - will receive Mon.Advised will provide $20 warranty claim credit and credit week of service. Informed [redacted] was already offered that credit. Advised very dissatisfied with service and was informd to go to S 27 th store for loaner.2/24 - FDL advised rep (phone arrived) that [redacted], and [redacted] offered week of service credit and$20 to acct. Will corporate mgr only offered $25 credit and whn spoke to [redacted], mgr he stated he did not offer me a week of credit. When I reminded him he did - he walked away. He was extremely rude. [redacted] got into an argument (on the floor in full site of Corp mgr, [redacted] with my husband and told him "they could take the argument outside." As my husband was walking away - [redacted] mgr continued to argue and escalate the situation. Will, corp mgr did not intervene he allowed a store mgr to speak rudely to my husband. Will corp mgr advised my husband could no longer enter the store. He never apologized for rude mgr or the fact that mgr lied. He did credit total of $34 to my account. I informed him at that point it was 2 weeks without my phone and credit should be $20 plus 2 weeks. NOTE: I have broken ankle.Desired Settlement: Given the inconvenience, gas wasted, time wasted and the fact that I have a broken ankle - Cricket should at min credit me for the entire month of service. I received phone 13 days later - when it should have been 2 days max. Mgr, [redacted] was extremely rude and threatened my husband. Pain of walking and standing in store. Called corp office to complain the took my name and # - did not get incident report on issue. No call received from corp cust servce yt. Called on Tues 02/25.

Business

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March 5, 2014

Review: There was a port request to port my number and I told them to cancel the request and they told me it was taking care of and and there next few days [redacted] get my number then the rep rush me off the phone and hung up on me and when I tried to come back they trying to make me pay for there error when they told me it was cancel and my cricket account would be okayDesired Settlement: I would like cricket to open me a new account with out charging me

Business

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March 6, 2014

Review: I have been having trouble paying my bill for three months and cricket refuse to fix this issue with my cardDesired Settlement: I just wish they fix this problem

Business

Response:

Review: I have been with cricket for a year as a valued good loyal customer I dont wana losee them but I am having so much problems with my phones I have two lines with them [redacted] NO ONE CAN HERE ME ITS SO STRESSFUL BECAUSE ITS THE Only PHONES I HAVE AND I HAVE A business on the side. This is the seond time I had to contact Revdex.com about cricket they will not help me over the phone Either n public its sad im tired of there nonsense lowdown customer service this time if I dont get help I will just leave and go to another company too stressful they lie every time and say the credited my account for invonvience nothing happens I would like a different phones asap or I will leave thos company and tell my six other friends as well I want a different phone please.Desired Settlement: Galaxy 3 iphone or htc

Business

Response:

March 20, 2014

Review: On April 1st I paid my Cricket cell phone bill via an automatic checking account withdrawal of $46.91. My data usage should have reset as well with my payment. On April 7th I received a text message from Cricket stating that I had less that 10% of data usage remaining. This struck me very odd as my data always lasts more than 25 days. I also have not done ANYTHING differently such as downloading movies, live-streaming, or excessive internet use. I called today and spoke with a customer service representative who told me there was nothing he could do. I then spoke with a manager who told me the same thing. She further stated that I would have to pay more money to buy more data or wait until May 1st when my data usage would reset and reload.Desired Settlement: I have been a Cricket customer for over a year. I have NEVER run out of data this early. I am careful with my data usage and know that there has been some sort of technological error. I would like a refund of $46.91 or my data usage reset so I have a months worth. If this issue is not resolved I will be forced to discontinue my service, my immediate family's, and let my extended family and friends know of the poor service I received and to discontinue their service as well.

Business

Response:

April 17, 2014

Review: I purchased a cell phone in December, 2013 and a $70 Top-Up card at [redacted] and all the maps and information provided with them stated that my area was covered. When I got home I tried to activate the device and it would not work. I returned the phone to [redacted] and called Cricket to inquire about a refund of the $70 that I could not and did not use since there was no reception anywhere near my house. They took my information down and said that I would receive a refund in the mail for the $70. I called back in a month and was told that it was being processed and would be mailed asap. I have not received any correspondence since then. The pin # on the card is [redacted].Desired Settlement: I would like the $70 returned to me that I paid for the Top-Up Card with.

Business

Response:

April 17, 2014

Review: I got 2 phones for my brother and his wife on Sunday the 18th of May and as of Monday the 19th of May they still are not activated. I called the store and was hung up on 4 times after being held on hold for 32 minutes one time. I was told it was a system glitch, the payment was not made, there was a problem with the sims card. was told that It could take another 48 to 72 hours before my phones would be turned on. I asked if we could just cancel the phones so I could go to sprint and they told me they would only give me back 9 dollars I paid for the sims card but the 50 dollars for the first months service and the 25 dollars activation fee would not be refunded it was company policy. I could under stand this if they phones were activated and I just wanted to go somewhere else. But my phones were never activated and there was no service. I had 2 phones and neither one of the numbers worked [redacted] and [redacted]. When I try to submit this the phone in dispute number comes up as my daytime number which it is not my daytime number is [redacted].Desired Settlement: I need to get some working phones. I want a refund because I will have to go to another provider and pay again.

Business

Response:

June 3, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: Unknown (Cricket GSM)

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted]. In review of the complaint details, it has been determined that Ms. [redacted] is a customer on Cricket’s GSM network. At this time, our [redacted] offices have not been integrated to support customers on our new network and only have the ability to support Cricket’s legacy CDMA customers. Please note, Ms. [redacted]’s complaint has been forwarded to our Cricket Support Team located at [redacted], who will contact her to discuss her concerns.

We thank Ms. [redacted] for her communication. If she has any additional concerns, we ask that she contact Customer Service at [redacted].

Based on the aforementioned we respectfully request that Ms. [redacted]’s complaint is closed at this time, because we cannot assist in this matter.

Regards,

Corporate Customer Relations

6380 S. Fiddlers Green Circle, Suite. 900

Greenwood Village, CO 80111

Review: The service is unreliable. I have had this service for 1 month and 2 weeks out of the month my voicemail messages were held for several days and the phone didn't ring at all. I was not offered a refund or comp of any kind. This has happened with 2 other carriers and I have had other interception problems that I have reported to the police and FBI. I suspect someone internally at these companies is being paid off by a priest in this Diocese to provide ineffective services. They have abused me and attacked me in my home and I reported it and now they are causing more problems. Prior to these missing messages being reinstated today, the priest who hides in the attic of the apartment frequently and illegally, said "release the phone messages" over the phone to someone this afternoon and they were shortly thereafter released.It has also happened with my internet and alarm system to extreme measures and each I am filing a Revdex.com report against.Desired Settlement: I would like the cell phone carriers to work together with the Revdex.com against the Diocese (Forge is the problem but there are others) to end this interception of phone messages, phone calls, internet email, computer hacking, IP address being overtaken etc.

Business

Response:

June 10, 2014

Review: I have been a Cricket customer since March, 2013. In October, 2013, I initiated AutoPay with the company, that they could deduct my payment automatically from my Wal-Mart Debit Moneycard each month, which they did on the 10th, diligently. In February, 2014, I started having problems with the company and my payment. Each time, I contacted Cricket Customer Service, and the matter was resolved. In April, 2014, my card was charged as normal for my payment, on the 10th, per usual. On the 13th, I received a notice via my phone, telling me that my payment had not been received, and that my service was being 'temporarily suspended', until such time as I made a payment. I confirmed that payment had indeed been deducted from my Debit card with the Wal-Mart Debit Center, and again contacted Cricket over same. The CSR at Cricket agreed to investigate, and reactivated my service. On April 15th, my service again went off at 12 Noon PST, with no indication or notice from Cricket, other than their recording once more that "your service is temporarily interrupted, due to nonpayment". I now contacted Wal-Mart Debit center, to confirm the payment was taken, and spoke with Clement, Wal-Mart Debitcard Center Customer Service Rep (CSR) #[redacted]. After going thru 6 Cricket CSR's 7 times (one who hung up on us, and was rude; we got her again at the end), I was told that my bill was in dispute, due to my brother not paying his bill!! I am not responsible for his bill, nor have I ever been. I did attempt to pay his bill once in February, using this selfsame card, but Cricket would not let me, saying there was a dispute on his account that needed resolving. In the course of these multiple calls, my payment was credited back to me!! Even Clement couldn't figure out why Cricket wouldn't take my money, to pay my bill!!Desired Settlement: 1) That Cricket absorb my payment for April, as they chose to give it back, and I have been without service since. 2) That Cricket apply my $25.00 referral credit, and that they then pay for the remainder of my year, due to the horrible treatment I have endured by their CSR system, as evidenced by Clement, CSR #[redacted], of Wal-Mart Debit Moneycard Center. 3) That Cricket either upgrade my phone, or else offer me a better/alternate service plan. (I have a contact number for Clement.)

Business

Response:

May 28, 2014