Cricket Communications Inc

Review: I bought the Lumia 630 on 7/24/14, 3 days later the phone started freezing and would not shut down. I called the store on the 6th day upon my return from a business trip and was advised that they were not going to accept exchange the phone or give me my money back. I in turn called the CS # and spoke with a [redacted] who informed me that he would file a complaint and have a supervisor call me back. 5 calls, and several hang up from Cricket later, nothing has occurred. I have since called 9/26/14 and spoke with the rebate department and they have not received the rebate information from the store. [redacted] and called the store and they will not answer they phone.Desired Settlement: I would like a refund for the phone and the fees and taxes that were paid.

Business

Response:

October 8, 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 had 2 previous phones with Cricket the Huaweii II and Sanyo Vitality. I had horrible experience with both of those phones. My calls were always been dropped calls or the batteries dying like in 4 hours. So after thinking very hard and using my saved money, I ended up investing it my hard saved money in a better phone. I bought a new Galaxy S4 on 06/08/2013 I spend $573.00 dollars since then I have had no problems and I can truly say tha is the best phone I have ever had with Cricket.I was told by a Cricket store clerk that I was going to need to buy another GSM compatible phone because Cricket is no longer going to be supporting CDMA phones (which is mine).I have worked very hard to save for this phone and the phone is in, as new condition, I am very careful, because I needed years of service from this phone. I have always kept it protected in case and away from water or been dropped. I did this because I needed the phone to last me years to compensate for the 573.00 that I paid for it. I don't have much money and every dollar counts and it took me a long time to save for these phone. I do not belief its is fair that I been with cricket for years, I should be forced to pay for my phone again in order to be able to continued to be with cricket wireless. I always pay my bill early and I am a very loyal and responsible customer.Desired Settlement: I would like a Galaxy S4 like mine that works in the new carrier GSM or at least a gift card that will compensate for the price of my phone. I been a loyal customer from Cricket for years and I belief that is fair..

Business

Response:

June 26, 2014

Review: Cricket does not have the ability to handle the phone. The phone is not operating using all of the functions that it is programmed to do by the maker. I explained my needs prior to purchase, was sold the phone based on what was said it could do by sales person. After purchasing the phone I learned I had been given miss information. I have been back and forth between the carrier and manufacturer finally after getting an honest sales person in the corporate store he admitted that Cricket does not have the proper means to operate this phone to its fullest capacity. After looking on line I learned about several functions that I should be able to perform and have not. When I call in to customer care they are unable to help me because they don't have the manual on how to operate a product they are selling and of course will not admit this fact.Long story short, I was sold a product under false pretenses and the company is giving me the run around dropping the ball on everyone else instead of their own inferiority!Desired Settlement: Full refund of product and lousy service. They miss represented themselves several times.

Business

Response:

October

3, 2014

Revdex.com

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: 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: My phone was under 1 year warranty only had the phone 6 months and found phone to be defective. so at this time cricket merged with att so I had to get in touch with there warranty dept. which is INGRAM MICRO. Boy did they give me the runs around. Had to call customer service dept. 12 times they kept giving me the run around about when the phone will be replaced. It states that phone will be returned with in 3-5 business days but kept telling me it was in processing.so I asked to speak to customer service supervisor which I was told she was busy(just to get me off of phone) and she would call me back never heard from anyone. Cricket Wireless said there is nothing that they can do but yet my bill is paid and not able to use phone but before they merged you only had to go to cricket store and within 2 days you would turn in old phone and receive new phone Guess how I know ? BECAUSE I HAVE 2 OF THE SAME PHONES ON MY PLAN AND THE FIRST PHONE DID THE SAME THING BUT BEFORE THE MERGE. So please tell [redacted] AND SUPERVISOR BRITTANY THEY WE NO HELP.Desired Settlement: Please in form them that I work too hard for my money to pay my phone bill and buy 2 phones that's defective is not a good look. I would have been happy if they would have helped me instead of putting me on hold and telling me anything just to get me off the phone. You have lost a loyal customer. It only takes a bad complaint to ruin your reputation and they just got my vote.

Business

Response:

June 23, 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: On 3/11/13 my cellular phone was disconnected. Payment was made in a timely fashion and usage was available. However, I was told that someone made a payment (unknown person only first name given [redacted] )on April 8th for $63.00 and a returned check came back resulting in cricket disconnecting service. Now here's the issue I have. I made payment via online service using a debit card which covered usage until 4/25/13. Cricket did not recognize that or even try to resolve the issue. Cricket Representative ( [redacted]) whom I was referred to after being re-routed to several departments (on the phone for approx 1 hr) to handle the issue stated payment was needed ??????????. Again, payment was made on 3/28/13 which covered 1 month time span until 4/25/13. Today is April 12, 2013.(I still had up until 4/25/13) Service was suspended. After stating my case; the obvious and despite some unknown person made a payment to the wrong account and check came back void. Cricket recognized that as My problem and did not bother to offer options or resolve the issue. Cricket wanted me to pay them money before my due date to restore service. I had nothing to do with payment being posted to my account in error(an unknown in error was in fault). I will no longer patronize Cricket Wireless Services, Customer service is the worst. I will advise others of your POOR customer service and greedy ways to extort valued customers.Desired Settlement: The days I paid for in advance from 4/11/13 (SERVICE SUSPENDED)to 4/25/13 ( days should be honered for payment was made on 3/28/13. 14 DAYS

Business

Response:

April 19, 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 billing. In her complaint, Ms. [redacted] states that

someone incorrectly made a check payment on her account for $63. The check was returned, which resulted in the

disconnection of Ms. [redacted]’s service. Ms. [redacted]’s service had been paid

through April 25th, 2013, and when she attempted to explain this to

customer service, she states her account remained in suspension due to the

returned payment. Ms. [redacted] is

requesting a refund for the days in which she paid in advance.

We sincerely apologize to Ms. [redacted] for

any inconvenience or poor service she felt she received. Cricket strives to

provide excellent customer service at all times, and we regret if that high

standard is not met.

In researching Ms. [redacted]’s complaint, we

see that a payment of $63.08 was misapplied to her account on April 8th,

2013 by another customer. The check

bounced, which caused Ms. [redacted]’s account to suspend. We have reactivated her account and issued a

courtesy credit of $50, which will be applied toward her next bill. In addition, we escalated this issue to

[redacted], Cricket’s payment vendor, who will contact Ms. [redacted] to start the

fraud investigation process and remove the bounced check record from her

payment history.

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 the offer I reviewed appear below.

Due to the suspension of my phone service, I was without any means of communication thus, repurchasing a new phone and activating service was vital and very costly at my expense. For said reason, your offer to reactive phone service is of no good or value to me. I have officially suspended my business with Cricket Communications for poor service. I would like to be reimbursed for the days my account was suspended and or the cost I spent on new phone services via check. No other remedy will be accepted.

I look forward to your response.

Regards,

Business

Response:

April 25, 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 billing. Ms. [redacted] states she has suspended her

Cricket service and purchased service with a new carrier. She requests a refund for the last service

payment she made, or reimbursement for the cost she incurred initiating service

with a new carrier.

We have approved Ms. [redacted]’s refund

request for her last service payment.

$58.08 will be credited back to her payment method within 3-5 business

days. Cricket is unable to reimburse her

for the cost of initiating service with a new carrier.

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: Insurance claim double the in store price, LG Optimus have price of 49$ while paid insurance price is one hundred. We could pick the phone in the store, with we would go with the ZTE to cover the plan. The phone was gone for over two weeks that would mean no usage. Nevertheless I have a bill in one day no discount. The new ZTE is tap the phone can type without help(a rep). The company owe me 56.67 for a bill pay in error.( unauthorized) One overpayment could not get return in the amount of 20.The thing that would have one continue in the company is the prepayment. Horrible staff in the Trenton branch, no download ever.Desired Settlement: A settlement for the time of pain and suffering. $1"500

Business

Response:

November 19, 2014

Revdex.com

Review: 9/27/2013 is when I order the phone and 9/30/2013 is when the phone was deliver to me and the same day it was sent back to the company and they received the phone 10/01/2013 the order number is [redacted]Desired Settlement: my money back to my debit card

Business

Response:

October 10, 2013

Review: I purchased a phone 3mos ago and in less than a month the phone started to run hot on/off charger. As time went on it would freeze and couldn't receive calls or check voicemail. By October it started shutting off/on and then it shut off completely. Now I have no phone and been without for a month. And I paid on time and cricket refuses to honor my warranty even after I took it the store and and they confirmed it was defective and I was entitled to a replacement. Bottomline im out of a phone and money for service I didn't and can't use. Not to mention they didn't honor their rebate offer because on top of everything else they didn't give my rebate either that was guarranted.Desired Settlement: A full refund for the phone and sevices I didn't use or receive

Business

Response:

November 18, 2014

Revdex.com

Review: - Ordered Phone on OCT 23 2014. Order #[redacted], 2 day shipping. I'm a new customer.- Received email from cricket wireless that the phone shipped 10/24- Noticed the UPS tracking info the company sent says the "Order processed: Ready for UPS", but it never changes to "shipped".- After a few days, I called UPS and they said it was never picked up, and I need to contact the sender.- I've been contacting the cricket wireless almost every day, and they keep giving me the run around. They say they will call me back or email, and they never do. They said they there is nothing they can do until the warehouse responds, but the warehouse never responds. I asked if they can ship a replacement, and they said the can't. I asked for my money back, and they said the can't.- Today is 2 weeks after my initial order and I have no phone or updated UPS tracking info. I think my only option is to do "charge back" with my credit cart.- I'd also like to mention how bad there customer service is. There is no email to contact them. There is a chat function but they just tell me to call the support number, and they can't help. The support number is very confusing, and doesn't even have a option for online orders. You have to go to the warranty department. Although some of the people in the warranty department seemed nice, they couldn't do anything. The supervisor I [redacted]ed to was rude, and said all she can do is send a email to the warehouse and I would have to wait. She seemed like she didn't care, and just kept repeating the same line.[redacted]Desired Settlement: I would like my order or my money back.

Business

Response:

November 20, 2014

Revdex.com

Review: Ever since I bought this phone there has been nothing but problems. I tried to return the phone after 2 days and was told by the dealer that they do not do returns. At that time I wanted to just exchange the phone to get a phone that work. My calls are dropped. I do not get good receptions anywhere. I watched two movies and then after that I was not able to access the internet. I was told I had unlimited service which proved to be false. I tried to talk to the dealer about my phone and threatened to call the police. The store on went to is on 128th Street in Manhattan. My phone has never been fully working and I am extremely frustrated.Desired Settlement: I know longer want to change phones I would like my money returned to me. What happened to me was false advertising. I am missing important phone calls and this has caused me to lose work. Thank you for your attention in this matter.

Business

Response:

September

22, 2014

Revdex.com

Review: The problem I had with Cricket is that they got bought out by AT&T before that they are on the CDMA network and had BYOP. Everything was fine up until 2 months ago when I couldnt get service at work. I called and they told me that they will be going over to the GSM network and that I would need a new phone. So when I ask what kind of deal they are offering loyal users that pay their bill on time. I was quoted $50 off all the phone that they have. Im using a smart phone that cost over $500 if they are forcing me to change phones they should at least give you a fair deal to compensate for their problem. They still offer BYOP but it has to have a sim cardDesired Settlement: I would like to get a replacement or work out a deal for another phone.

Business

Response:

September 24, 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

Review: I have been a cricket customer for years, around November 2013 my phone had took out so I visited a cricket store. They convinced me to get the Samsung galaxy 4 for almost 600.00 dollars while I loved the phone e if it wasn't for there Financing plan through for tiva I would not have done it. I went in the store on Sept 3 2014 to pay my bill and was told that because they have merged with another company I would not be able to use this 600 dollar phone that I still owe 250 dollars on after march. I was told the only option I had was to pay the phone off and bring it to them and they may be able to give me 100 dollars for it..otherwise they would give me a 50 dollar phone. I am beyond angry I will never do buisiness with these people again...I'm on a fixed income and can't afford another phone.Desired Settlement: I think cricket should be responsible for giving them the same phone they had but with the att system...Some Of These People Bought THIS Phone And The I Phones Less Than A Month Before They Were Informed Of THIS . It's not fair that they think they can lie and take advantage of their customers who have been loyal to them...And when I got upset in the store the guy just smiled and the other guy was laughing....I am beyond angry.

Business

Response:

September

18, 2014

Revdex.com

Review: I purchased a new phone at the Cricket store at [redacted] in Omaha. I purchased this phone at the suggestion of the salesperson. It had a rebate which I was supposed to get a debit card. The salesman suggested this phone because of the features and the rebate. He gave me the paperwork for the rebate and made an extra copy of the receipt and told me how to do the rebate, which I sent in as instructed. I just received a post card which states the rebate was not in effect yet for this phone. I contacted Cricket and they refused to help.Desired Settlement: I would like the rebate I was told I would receive by the sales staff.

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: 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: