Cricket Communications Inc

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: 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: I am very upset because my daughter cell phone was cancelled and her phone was locked and couldn't be reactivated. My daughter went out of town on a trip to Ohio from 6/14-6/21. When she returned her phone number when called said it was an invalid number. So I went to the cricket dealer that I purchased the phone from to inquire about what was going on. The rep stated that the phone violated the terms of cricket wireless service. Customer service line was called and I spoke to the customer service rep was informed about the situation. The first statement the rep made was "I'm sorry your phone was accidentally cancelled. Then I said what can we do to remedy the problem? After several attempts and many conversation with managers at customer service and speaking with various representative, I still didn't accomplish anything. The rep stated that the phone violated the terms of cricket wireless service. The manager also stated that it was due to something fraudulent on my daughter part. Bottom line is that my daughter phone is cancelled and phone is locked so we have to purchase a new phone and start from scratch.Desired Settlement: To remedy the problem I would like my daughter to receive a phone equivalent to what she had previous and no charge for activation for the new phone and add my daughter back to my acct for the price I was paying at the start of the agreement. I was paying 83.92 for two phone lines on the same acct. My daughter had unlimited talk and text with data for $45.Also I would like for all of my details to my acct to stay the same as far as my phone even though the company has merged with AT&T.

Business

Response:

July 3, 2014

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: 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 bought a samsung galaxy express on June 6 at the cricket store on 8350 Marbach Rd in san antonio, tx. I was not given a receipt for the phone that I paid over $400 for. When I asked the manager for the receipt she claimed cricket did not give receipts for products sold which makes no sense. She said she was going to close my old account and open a new one so I could send for the rebate. On July 5th I went in to buy another phone because my Galaxy was stolen. I bought a Nokia 520 and again I didn't get a receipt for that one either. I have been calling Cricket and no one has helped me, I keep calling and calling and I spoke to a Chris and he asked me to go back and the manager would give me a receipt after he talked to her. I went back and she could not give me a receipt for the Galaxy like I was promised but I got a receipt that looked phony for the Nokia. The manager kept saying I can't get into your old account to get the receipt. I told her I would call cricket again. I called again and gave the information for the 4th time to someone named Jose, he said he would send in the complaint and someone would call me and no one has called. Yesterday I called again and spoke to someone and she said they would review the complaint the call me. I havent heard from them yet. Do I need to go to the media with this to get someone to look into this? I want to know if the cricket manager kept the money I paid for the phones or what. They did say they did not show anything about me buying any phone on my account. Did the manager keep the money or what????Desired Settlement: I would like for someone to look into why this manager did not give me receipts for the phones, and if she did something wrong by this she should be held responsible for this.

Business

Response:

August

22, 2014

Revdex.com

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: 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: 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: 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: 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 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: 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: 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 was in a Cricket Wireless store at [redacted] on August 12, 2013 requesting changes to my wireless modem plan. The owner/operator of the store, [redacted], made the wrong changes to my account. When I explained that I did not want those changes and asked that they be reversed [redacted] refused until I made payment for the incorrectly entered changes. When I refused to pay and requested that he call the corporate Cricket Wireless office for assistance in reversing them he began to publicly disparage me. He threatened to have me thrown out of the store. He also threatened to call the police on me. I moved to the side of the store, out of line, to call the corporate Cricket Wireless office. While on a call with the corporate office [redacted] emerged from the office threatening to call the cops on me again. He was yelling loudly and embarrassing me in front of other customers. I moved outside of the store and was informed by the corporate office that I did not need to pay for the erroneous changes. I am outraged that l would be treated so rudely because I refused to be swindled.Desired Settlement: I would like to see this store undergo customer service training. The treatment that I received there was despicable.

Business

Response:

August 22, 2013

Review: Hello, I'm trying to get an answer to a question on my Cricket account. My wife and I both ordered phones off Cricket.com and when we received my wife's phone we tried to activate it. When we received an agent on the line they advised us that our account is locked and they would submit a request to have it unlocked and it would take 24hrs for a call back. From what I remember this was at least on Friday when I first started calling. No one has called me at this time and we have a phone that we can't use and no one that answers my question on why my account is locked. since My phone was ordered later it is pending shipment and they have taken my money for the order but I have not received anything at this time.Desired Settlement: All I want to know why my account is locked, how we can fix this, when I will receive my phone, and more importantly when my wife can start using her phone. They have offered a time with out service credit for my account. However, I feel that they should waive the activation fees for both phone when they are ready to activate them.

Business

Response:

September 25, 2013

Review: hi, I ordered a cell phone on line dec 16 13, I was sent overnite ups, I wasnt home so ups took it back to the warehouse I found out I could get the phone cheaper if I went to a cricket store & I wouldn't have to pay nothing but the differencein the plan plus the phone which was $47.66 , so I refused the phone I ordered on line & the ups man took it back which cost $80.oo & some change I bought the upgraded phone on the 18th of dec 2013 I refused the on line phone 18th of dec also i've called 4 times & transfered to their sales dept. which a recording comes on & says there's no sales people available at the time I seriously don't think they have a sales dept. because i've never talked to anyone plus I was told it takes 3 business days to get a refund it's been 3 wks & I still have not talked to anyone or received my refund plus I e mailed them & haven't received a reply about my refundDesired Settlement: I want my monies returned

Business

Response:

January 13, 2014

Revdex.com

Online Complaint

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states she purchased a phone online December 16, 2013. She found that she could purchase the phone at a lower price in a store, so she refused the delivery for her online order. UPS returned the phone to the warehouse and Ms. [redacted] purchased the phone at a Cricket store. She states that she refused the delivery on December 18, 2013. She was told her refund for take 3 business days to process but it has now been 3 weeks. She has made several attempts to contact Cricket but she cannot get through to the sales department. Ms. [redacted] is requesting a refund for the returned order.

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.

Our records show that Ms. [redacted]’s order was delivered to Cricket’s warehouse on December 23, 2013 as confirmed by the UPS tracking number [redacted]. ** stated in our return policy ([redacted], refunds may take up to 30 days from the date of receipt.

A refund for $84.02 was issued to Ms. [redacted]’s Visa card ending in [redacted] on January 9, 2014. The confirmation number is [redacted] and it can take 3-5 business days to process. We ask that she contact our payment processing center at ###-###-####, if she has not received this refund.

We thank Ms. [redacted] for her communication and trust that this explanation brings her complaint to a successful close.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

I'm so sorry I meant to e-mail you to let you know I received my refund ,

Review: When I purchased the new phone plan the deal was 4 lines for $100.00 per mo, We only needed 3 lines so we got them for 90.00. The store rep put each phone on a separate account so when its gets billed the charge of $40 per line in order to get the multiple line discount is to have all three phones on same account. I have been to the store for three billing periods in a row and the store rep cannot figure out how to put all phones on same account, after I was their once again on Mon 13 2014 the rep again could not figure out how to put the lines on same account and suggested I pay 40 per line so my phones wouldn't shut off.That would be a charge of 120.00 for the 2nd month in a row.The store that I opened the account cant figure out how to sell their plans and at this point in time I belive this is a case of deceptive advertising.Desired Settlement: Please put all phones on the same account and refund the the difference of the 30.00 I paid in sept of 2014. the other phone numbers are [redacted] and [redacted]

Business

Response:

October 29, 2014

Review: I purchased two phones online 9\26\2014. I tried to cancel the orders because I moved and had put the wrong address. I was told that day that the order was cancelled and that I would receive my money back on my credit card in 3-5 business days. After 10 days I called to find out why I hadn't received my refund and was told that the order shipped and was not cancelled. I was told UPS had the phones. After talking to UPS I learned the phones had been returned to sender and received by the sender (cricket) on 10\13\2014. I called cricket again and they informed me that my cases was closed and no refund had been issued. So now cricket had both phones and my money. I just want my money back.Desired Settlement: $238

Business

Response:

November 5, 2014

Review: I had 3 lines of service with Cricket Communications. On 10/6 @ 4:13 and 4:15 (I have screenshots) and 10/7 @ 338, I attempted to contact Cricket to disconnect one line of service since I did not have insurance and my daughter got a new phone from her friend. The number was ###-###-####. When I called, I was informed that I could not reach a customer service rep and sent back to the automated system. I called again on 10/14, 4days after my due date to finally get through to a customer service rep. The rep disconnected the phone, but stated that I would stll have to pay the full months service. I advised that I was a loyal customer and would not be paying this and the rep disconnected the phone. On 10/16, I made a bridge payment of 34 dollars for two phones. This keeps the phone connected for 7days. Well, when I called Cricket this morning 10/23, I was informed that I still have to pay for a line that is disconnected. When you call the phone there is no service. It is not right to penalize a customer that attempted to get this situation resolved 10/6 and 10/7 but was not able to get through to one of their reps. Also, why would I be charged for a phone that is not connected a full month? I understand maybe I am at fault for not calling constantly (which I should not have to do) prior to my due date, but prorate should be available. Also, I advised the reps that I have the proof showing I was calling prior to the due date. Not once was I informed to go to the cricket store to assist with this issue. Unacceptable service to provide to a loyal customer.Desired Settlement: First, policy should be put in place for customers trying to disconnect services, where the charges are prorated. Second, be available at all times to assist a customer or hire more reps.

Business

Response:

November 6, 2014