Cricket Communications Inc

Review: A payment in the amount of $70.00 was made to Cricket communications for my May bill, via bill pay, through my checking account. The payment hit Cricket on May 1, 5 days ahead of the actual due date, because if I pay them on the due date, their accounting dept doesn't get it. Today, May 9, my service was discontinued and I called Cricket to discuss. I got an automated system telling me that I could not reach a person at that number (800 cricket) but that in order to reinstate my service, I had to pay with a credit card, the amount of $71.00. I processed the (second) payment and my service was turned back on. I then spent the rest of the day trying to find out why they turned off my service and they told me they have no record of the May 1 payment. This is not the first time this has happened with Cricket. I have a confirmation from my checking account that the payment was initiated so that Cricket would receive it on May 1. I spoke with 4 people over the course of the evening who I had to keep explaining over and over and over again when the payment from my bank was sent. When I asked for the Corporate Office contact info, the rep told me they "don't have that information" ... then I asked for a manager who kept me that I said I made the payment on the 3rd (???)I don't know if they are trained to play a shell game or if they truly could not understand what happened. They said they would file a "payment inquiry" but I don't believe they are going to pursue it. One of the reps didn't even understand what Bill Pay is. I spent 3 hours being tossed around with this game and no resolution. I am going to email a scanned copy of my bank receipt but I don't trust they will resolve it on their own, without supervision from another authority.Desired Settlement: I want a refund to the credit card that I had to charge the second payment to. And I want a legitimate receipt that this has been authentically refunded.

Business

Response:

May 14, 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 request. In her complaint,

Ms. [redacted] states that she made a payment to Cricket on May 01, 2013 for $70.00

via Bill Pay through her checking account. Ms. [redacted] states that Cricket never

received her payment and that her service was interrupted on May 09, 2013. Ms.

[redacted] then made a second payment for $71.31 to reactivate her services. Ms.

[redacted] also states that when she attempted to contact Cricket to resolve this

issue, she received little to no help at all. Ms. [redacted] states that a

representative advised her that he would submit a payment research ticket, but

Ms. [redacted] was never contacted with a resolution. Ms. [redacted] requests a refund

for her payment of $71.31.

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.

On May 14, 2013, an approved refund request for $71.31 was submitted

back to Ms. [redacted]’s credit card due to overpayment on her account. This process

can take 3-5 business days and the confirmation number for Ms. [redacted]’s refund

is [redacted]. Ms. [redacted] can contact VESTA, our billing vendor at 1-866-448-3657

with any additional questions regarding her refund.

We thank Ms. [redacted] for her communication

and we trust that 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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I will confirm refund has been processed with my credit card company in the time frame provided by Cricket (3-5 business days). This complaint will be pursued further if Cricket does not follow through. I have no faith in this company after this poor customer service experience, and poor billing practices in general. This is the second time I've had billing problems with Cricket.

Review: I purchased the cell phone approximately 4 months ago and was told at the time that cricket had been purchased by AT&T and they were having a promotion on a family plan. I am moving out of the area and had my number cancelled with the family plan because it would just be easier for billing to get my own plan. When I went to the cricket store and explained the situation, requesting my own separate service and plan I was told I would have to buy a new phone and that my current phone was now obsolete. What??? I had just bought the phone a few months ago and it was an excellent smart phone with current 4G technology??? I then asked if I could trade the phone in for at least a small rebate towards another phone. I was told NO, THEY DIDN'T WANT THE PHONE. This is totally wrong and dishonest in terms of business ethics in regards to the consumer. Why was I not told that when I bought the phone? Also, this same phone is being sold by WALMART for cricket wireless use. Had my number not been cancelled due to me relocating, I would still be able to use my current phone and cricket service. This is a total corporate money grab by AT&T, and so unfair to the average consumer. I did take this up with cricket but got nowhere. They didn't even offer to replace my phone, I would have to purchase a new one.Desired Settlement: I want a full refund for my phone. This business model totally takes advantage of the consumer. The issue I have with this whole situation is that if I still had my current number there would be NO PROBLEM AT ALL USING THE PHONE I HAVE. Since I had to cancel that number, they now want me to buy a new phone????????? Money grab.

Business

Response:

July 18, 2014

Review: I purchased a new phone which ended up not working; no signal, no data, no connectivity what so ever. The corporate cricket store explained I would have to go through their warranty department because of new laws that were passed last year which I did. I have now sent my phone in 3 times. The first time I sent it in they sent me another phone that did not work. The second time they sent me the wrong phone. The third time they sent me the wrong phone again. Now they tell me they don't have any history about the phone that I sent in the first place explaining that I need those specific numbers to receive the right phone which I do not have. Spending countless hours with numerous departments on the phone which all inquire they cannot help me to only send me to the next has made me exhausted.Desired Settlement: I would just like a refund of my money on the phone purchased which has never worked nor been replaced with a working phone. And/or credited x amount of dollars the phone was purchased for to buy a replacement.

Consumer

Response:

It is my pleasure to reply that cricket has gone above and beyond to assure quality service. Although, this was after a complaint was filed. It took me months to finally get a working phone that was of equal or greater value than the one I purchased. I commend cricket with following through but it would not of happened without me refusing to just go and spend money on another new expensive phone like they insisted to begin with. In conclusion im just letting you know the problem has been resolved and I would like to remove my complaint. Thank you for all your guy's hard work down in sandiego and who ever ends up reading this just let everyone know down in the office.....Thank You and have a great day.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

Response:

December 11, 2013

Review: I purchased the pay as you go broadband a few years ago and was always able to put money on my account when needed. I put $65 on my account on 5/30/2013. When trying to use the internet, it was running extremely slow. I tried calling customer service but kept getting the message that there was no customer service, I had to go to a retail store for service. I was told at the retail store that my data would not be available till June 8. On June 9, I was not able to access my broadband. I called customer service to be told they used my money for extra usage.Desired Settlement: I would like 65.00 back or 30 days of service

Business

Response:

June 13, 2013

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 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: 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

Response:

March 6, 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: 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

Response:

March 5, 2014

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: I purchased a phone with Cricket over a year ago and I was not pleased with their services. I returned the phone to the store within the time frame allowed by their store policy so I wouldnt be charged any fees. Over a year later I received a call from a company called Progressive Finance saying that I owe them money for the phone. When I tried to tell them the phone was returned, they were not willing to listen to my explanation or attempt to get in touch with Cricket in a conference call with me to verify that the phone was returned. The guy I was on the phone with stated he was on a dialer and could not make outbound calls, although there was a note in their system stating the phone was returned but they were waiting on the invoice from Cricket to release me from their system. They are unwilling to work with me and I dont know where to turn at this point. I dont have the phone and I dont feel like I should have to pay when I followed all protocols. Please help me with this matter.Desired Settlement: I would like them to contact Progressive Finance and have my name removed from collections and have any negative information sent to credit report adjusted.

Business

Response:

July 11, 2014

Review: Hi my name is [redacted] from Glenarden Maryland. I'm Filing a Complaint about a Wireless Carrier Called Cricket, Recently they released a New phone that worth $270 and now its $49.99 and its displayed on their webiste and stores nation wide as $49.99 but on 8/1/13 I went to a few of their stores just to buy the phone and I was told that a auto bill pay is required to get the phone, but I see no sense in what they were talking about so I dicided to call their 1-800 toll free number and I spoke the repersentive and he told what they told me is not required to get the phone. Anyways just to keep the story short I exprenced bad customer service from all the their stores. Here are the addresses [redacted]. I would like further action taking ASAP. I can be reached by my cell [redacted] and my email is [redacted]. HOPE TO HERE FROM SOMEONE SOON AS POSSIBLE...Desired Settlement: I WOULD LIKE FURTHER ACTION TAKING FOR LACK OF CUSTOMER SERVICE IN THIS CURRENT SITUATION I WENT THROUGH.

Business

Response:

August 7, 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

Response:

November 7, 2013

Review: On May 8th I went into the Cricket Wireless Store at [redacted] (their business phone number is [redacted]). I was greeted by the Store Manager [redacted]. My husband & I wanted to change wireless phone services. My husband & I specifically asked on the 3 times we went to the [redacted] Cricket store if there were any roaming charges for [redacted] since that is where we were going. We were told that there were no roaming charges by the Manager & 2 sales people. My husband went to check his phone when we were in [redacted] & saw that we were in roaming when he tried to make a call it said that they were trying to connect to digital roaming.That is not the only thing that we were lied to about. We were told our bill would be $85.00 per month that was for both phones tax, insurance was included again we were told the same thing by the Manager & 2 sales people. Our 1st & 2nd bills were 97.20 then -5.00 final 92.70. The new bill before we canceled said the total was 102.40 it had the flex bucket (for roaming) added to our acct. we did not authorize this. So much for the 85.00 month no hidden fees that we were told we would be paying. We also had problems with dropped calls. When I talked to the Manager on 7/8/13 she said she wanted to check on something & would call me right back she never did. We went to the store she told me she tried but there was no answer #1 there were no missed calls on my phone & #2 why didn't she leave a message if in fact she had called again no answer from her. The Manager said a supervisor would call me that day 7/15 either [redacted] or [redacted] no one has called me & today is 7/20. We were lied to from the minute we walked in until we left with their service. I asked the manager if it was their practice to lie to get sales & she said "They told customers what they were trained to say". We went with their company in good faith and thought the service we were getting was what we were promised. That did not happen.Desired Settlement: What I would like is a full refund for the phones which was $234.29 & I will return the 2 phones which are in like new condition they have no marks or damage as we had also bought protective covers when we bought the phones. We were lied to from the time we walked in until we left with their service.We went with their company in good faith and thought the service we were getting was what we were promised.

Business

Response:

July 24, 2013

Review: I have been with Cricket since I'm not sure of the exact month, but since 2008 and I have disconnected two lines of service as of 6/5/2014, which was my last day to pay my June bill and I was charge a full month of service for 9[redacted] and 9[redacted]. I paid $51 dollars for a bridge pay and still was disconnected for my line of service of 9[redacted]. After all these yers of service I did not expect this from Cricket.Desired Settlement: I would like a full refund for this month's payment and my line of 9[redacted] restored immediately. There are important phone calls that I need to make as well as missed and I am very disgusted with their customer services

Business

Response:

July 1, 2014

Review: I have had issues with cricket since day one. Every single month for 4 months my phone was being disconnected, when I would call support services they refused to fix issue saying I was the reason the phone was being turned off. Now, I have added another line formy husband, just bought a brand new phone the week of christmas. The brand new phone has a blank screen and will not turn on. When we called support they tried rebooting and it failed, when we came into providers store the sales associate wouldnt help. Only options givin were options that worked better for company yet screwed us as the consumer. His exact words were, "if your unsatisfied, you can switch companies but there is nothing I can do other than options I gave you." The options givin were 1. Get $30.00 back for a BRAND new phone we only had one month of service on. Or wait one day and pay extra $20.00 for a replaced-refurbished phone, or wait two days pay $10.00 and receive a refurbished phone. This phone IS NOT even a month old why would I take a deal on a rebuilt phone if a brand new one out of the box is broke. Even prior to this the other location in my neighborhood was shut down after reselling rebuilt phones, chargers, and headsets. When I called about being sold a phone and 3 "BRAND NEW" chargers that all bad, the company refused to listen, help, or act on complaint. This is my final straw. Im sick of being scammed and screwed out of my money just for them to say, "sorry, there is nothing we can do." Every time we have an issue!Desired Settlement: I want my phone fixed. My husband brand new phone replaced with a BRAND NEW phone and my monthly bill adjusted for the trouble that we endure day in and day out with the providers, sales associates, and the call centers.

Business

Response:

February 4, 2014

Review: I upgraded my Cricket phone on September 19, 2013 to a Samsung Galaxy S4 (a proprietary Cricket phone) that cost $600. Now Cricket is on a new (GSM) network. Beginning March 2015 my phone access to the network will be phased out. The phone will not work on the new network, nor can it be flashed to work on any other network. I have been informed that Cricket will give me a $131 credit toward the purchase of a new phone. However, to purchase a Samsung Galaxy S4 to work on the new network will cost $429.99. It will cost me an additional $298.99 with the credit to have a working Samsung Galaxy S4 on the new network. I am Senior Citizen on a fixed income. This additional phone expense just doesn't seem fair. I think I have been ripped off.Desired Settlement: Since the Samsung Galaxy S4 was a proprietary Cricket phone and Cricket Wireless upgraded its network so the phone will no longer work. I feel they should give me in exchange a phone that will be compatible with the new Network.

Business

Response:

October

7, 2014

Revdex.com

Review: I paid my service like every month on the 3rd of every month the month was November 2013 Then, my wife and I decided to compare other phone service providers and We end it up to moved to another company and cancel the service with Cricket on November 12,2013. Then on January a called Cricket company because I have not receive my money reimbursement since Cricket charge for the service payment in advance and I only used 9 days Out of 30 days of November service. Cricket customer rep told me that they will not pay me back My money.Desired Settlement: I just want what is fair my money back just what belongs to me

Business

Response:

February 3, 2014

Review: Purchased the phone directly from the merchant's website (formerly AIO wireless, now merged into Cricket Wireless).The phone was advertised as coming with a $50 mail in rebate. After reviewing the wording of the terms and conditions no reason why I would not qualify was found.After submitting the required paperwork I receive now in the mail a notice saying that the payment has been denied because the activation occurred too early, that is outside the respective promotion.While the information about the start of the promotion was not clearly stated, the same promotion has been going on for months, this was the only phone I purchased on such a promotion and right now the price for the same phone is lower than what I paid minus the mail in rebate. I feel cheated through false advertising and up pricing.Desired Settlement: I would like to have the $50 that are owed to me, as well as an apology for deceiving advertising.

Business

Response:

August

11, 2014

Revdex.com

Online

Complaint

Re:

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 promotional $50.00 mail in rebate. In his complaint, he states that

he purchased a phone which was advertised with a mail in rebate. And, he was

denied the rebate since the activation occurred too early. Mr. [redacted] states

that the starting date of the promotion was not clearly communicated. Because

of it, he would like an apology and a $50.00 credit.

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.

Cricket’s

distribution channels, such as the website, telesales, and retail stores, offer

different promotions at different times. However, Cricket does not give credit if

a customer purchases a product at a non-promotional price. All promotional dates are accurately

displayed at all distribution points. Due to this fact, we are unable to apply

a credit to Mr. [redacted]’s account.

We

thank Mr. [redacted] for his communication and trust that this explanation

properly addresses his complaint.

Regards,

Corporate

Customer Relations

6380

S. Fiddler’s 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.

[The wording of the mail in the terms of the rebate says that "the purchase must be made between these dates: 5/18/14 and 7/10/14". I purchased the phone ordering through the official website on 6/2/14 and I activated the phone upon receiving it, using the included SIM card. Please see attached the submitted paperwork which shows the same dates. Thus I followed the terms of the promotion presented to me exactly. What Cricket does is false advertising and poor customer service and I am going to make it noted. ]