Cricket Communications Inc

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 was lead to believe the Nokia Lumia 630 is 4G compatible, yet it is a 3G phone with Windows 8.1 OS. It states on Cricket's website that the Nokia Lumia 630 is 4G compatible. I contacted Nokia and the Lumia 630 is a 3G phone. 3G is 3G and 4G is 4G. At the Nokia site they show nothing of the Nokia Lumia 3G phone being 4G compatible, but Cricket's site does. I contacted Cricket via Chat and got turned every which way as the Person or Robot said that information is not listed on their system. I stated it is listed on mycricket.com! I have the transcript. Also I lost my P.U.C. LifeLine by going to this 3G phone yet was signed up for the GSM 4G Network. I was not really afforded the information regarding the loss of my LifeLine which defrayed my phone cost by $13.50 per month. I was told in another Chat session that I could go to auto pay and save $5.00, that is a far cry from $13.50 and me being on a fixed income, that is way below the Federal Poverty Level. My main question was avoided and never really got a clear and concise answer about why after all these years with Cricket and having my LifeLine since day one with them, it is taken away via a 3G Phone upgrade and keeping the same number. I applied with the Portland, Oregon P.U.C. and was approved, a few days later I received another letter from the P.U.C. stating I was denied my LifeLine Credit because Cricket doesn't honor it with the GSM 4G plan. I have a 3G phone with a 4G plan. I believe, oh I almost forgot, Cricket, AKA Leap Wireless International Inc. was to merge with [redacted], AKA AT&T, that is what was stated on the Cricket site for some time. Then I find out AT&T bought out Leap Wireless International Inc., AKA Cricket and kept the Cricket name. First of all I believe Leap / Cricket / [redacted] / AT&T might be false advertising and running a bit of Consumer deception. I have transcripts from both chats and they will probably amuse some members of the Revdex.com. If you would like copies of the Chat sessions, just ask and I can attach to a email.Desired Settlement: I would like to own the Nokia Lumia 630 3G phone that is 4G compatible. (No such animal.) Also I would like to speak with the person that I had my first Chat session with. I believe it was a Robot that was dazed and confused. I would also like to see Cricket have an up to date system for the employee's that handle Chat sessions. Bad information when a Consumer is told, "I don't have that information in my system." Question is, why not?

Business

Response:

November 4, 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 a device exchange. In his complaint, Mr. [redacted] states that he was lead to believe that his newly acquired Nokia Lumia 630 was 4G compatible. Nevertheless, he claims the device is a 3G. Mr. [redacted] contacted Cricket via chat; he claims he was told by a person or robot, that the information was not noted on the system. In addition, he states that he lost his Lifeline discount once he signed up for the new Cricket service. Even though, his application was approved by the Oregon PUC and later was denied because the new Cricket does not offer Lifeline. Mr. [redacted] is requesting to own the Nokia Lumia 630 that is 4G compatible and he would like Cricket to keep its systems updated so the employees can handle chat sessions efficiently.

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. We forwarded Mr. [redacted]’s concern to the local Operations Manager for proper system training.

After reviewing Mr. [redacted]’s account, our records indicate that his Nokia Lumia is a 4G compatible device as shown in our Cricket website located at: www.cricketwireless.com/shop/smartphones/nokia-lumia-630-cyan.html. At this website, Mr. [redacted] can find details on the different service plans that include more 4G LTE speeds.

Regarding Mr. [redacted]’s Lifeline benefit, the new Cricket is not authorized by the FCC to provide the benefit to GSM network customers at this time. However, we have applied a $40.00 one-time courtesy credit to Mr. [redacted] as a thank you for his loyalty with Cricket.

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

I did further investigating of the Nokia Lumia 630, which is not Nokia, but is soon to be called a Windows Phone since Microsoft bought Nokia out last year. I went to the Nokia/Microsoft site and requested certain information about the Nokia Lumia 630. I asked if the 630 3G phone is 4G compatible? I did not get an answer so I asked a shortened up version of my original question and still did not get an answer. I went through Microsoft Mobile Devices Support, nothing on 3G with 4G compatibility. It was a simple question, "Is the Nokia Lumia 630 4G compatible?" I went to support articles, nothing. I went to Nokia Discussions and nothing. And the reply you received from Cricket Corporate Customer Relations it states, "our records indicate that his Nokia Lumia is a 4G compatible device shown in our Cricket website. I know that and that is part of my complaint. Nowhere else can I get the Nokia Lumia 630 3G phone validated as being 4G compatible, even the manufacturer which is Microsoft now. The only place this is stated is on the Cricket website. Then the statement, "We apologize to Mr. [redacted] for any inconvenience or poor service he felt he received." I can prove it was poor. And to offer a $40.00 credit for loyalty, there is something not right with that. I don't feel comfortable with the response to my complaint along with some of the wording used, as in "poor service he felt he received". It was poor service I did receive, I didn't feel I received poor service, I did receive poor service. On top of everything else, nowhere in the box, the Nokia Lumia 630 arrived in says anything about it being 4G compatible. I don't know what to do at this point and would like to ask for help with this issue. I thank you in advance.

Review: Literally one month after having the phone paid the first bill wake up to the phone having a sad face on the screen and will not come on go to the Cricket store the store associate takes the phone apart to see if there is water damage no damage she says there is nothing I can do for you go to the corporate store on grand and gravious she does the exact same thing except she put on battery on a battery tester and says that the battery is fine and its the phone but they also dont fix phones and I have to send my phone into the insurance so I make a claim send in my phone 2 weeks later I get a new in the mail yet this phone doesn't work either I go to the corporate Cricket store again beyond upset they say the same thing called in to make a complaint and all they say is they cant credit my account and to start the process all over again... like seriously so I have to send back that phone and be without a phone for another 2 weeks?! Yet they happily took my payment for services I never recieved. This is a scam company they gave me a defective phone to beginning with and sent me another defective phone or maybe all their phones do not work just a scheme to get your money and not provide any kind of customer service plus they keep hanging up on me everytime I ask them a question they have no answer too.Desired Settlement: I want a refund for the month of November and to be done with this company.

Business

Response:

December 16, 2014Revdex.com

Review: The activation date that I indicated was "on or around" the date indicated. I received a notice via the US mail from Cricket stating the following: "We appreciate your purchase, but your submission for the Cricket Wireless Rebate was declined for the following reason(s): -Activation date prior to campaign start date"I purchased the particular model phone because the rebate was promoted by their sales agent and representative. This individual provided me the rebate slip. Additionally, I have had service for the required 45 days. Additionally, there was the following statement on the notice that I received: "Questions: Please call ###-###-####. However, when I attempted to contact this number it was all prompts and automated responses with no live representation to answer questions.Desired Settlement: Based on the fact that immediate activation was promoted based on the rebate I expect my rebate of 50.00 or that Cricket allow me to return the phone for a full refund.

Business

Response:

December 22, 2014Revdex.com

Review: I have been a paying client since September 2010. I recently contacted 611 because my phone was not dialing out. I reached a phone center in the Philippines that disconnected my service, I called back 15 times, was threatened and could not get my phone on for two days. The eventually turned my phone on 48 hours later however, I was unable to get help during an emergency, threatened and laughed at by Philippines call center reps over and over again. I contacted The CEO and never obtained a response.Desired Settlement: I would like the person that threatened me and cut my service off terminated. I would like free service for 2013 in light of the fact that the rep stated he would harm me. I would like an apology as I have been a paying customer for three years and should have been rendered respect and the benefit of the doubt for paying for a college or Presidential term. The representative claims to have been there for a few months and I had paid them for 3 years.

Business

Response:

June 10, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states that he has been a Cricket customer since 2010. He states that he contacted customer service because his phone would not dial out; he spoke to an agent who disconnected his service. Mr. [redacted] states he called several times to get his service reconnected, but that didn’t happen until two days later. He states that he was unable to receive help during an emergency, and was threatened and laughed at by an agent at Cricket’s call center in the [redacted]. Mr. [redacted] is requesting that the individual who threatened him, and disconnected his service, be terminated and a year of free service.

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

We spoke to Mr. [redacted] on June 7, 2013 to discuss his complaint in detail. We advised him that his phone calls to customer service will be reviewed and we will be forwarding his complaint to the appropriate department for additional follow up, training opportunities and/or disciplinary action that may be necessary.

We are unable to fulfill Mr. [redacted]’s request for a free year of service; however we have applied a credit for three months of free service for the inconvenience this caused Mr. [redacted]. We assisted him in activating his smartphone and upgrading his plan.

Cricket values Mr. [redacted]’s continued business and we trust that this action closes his 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,

Review: I received a ZTE Z500 Phone for a Cricket Phone dealer in the [redacted] back in June 2012, I did not buy a maintenance Plan because I did not plan to have the service for long. (a few months). As it turned I I had to keep this service because of the cost of a regular carrier. I have been having problems with this phone from day one. I have gone back and forth to the store of purchase only to be told that they could only look at the phone and possibly reset it, nothing more. Also there are no records recorded from the store of purchase when there should be. I have been experiencing slow response using internet or call response. I have called the corporate number to have them assist me only to get the same type of assistance. Recently (Sunday, October 27), I called to complain about my internet connection not working (Call # 4 within the last 30 days) and I was told a Advance tier technician would call me within sometime that afternoon (10/27/2013). Every time I have called I got a run around. I called later that after noon and was told someone would call me within 48 hrs, well 48 hrs turned into 120 hrs or 5 days. I had to call them back because they called me on my cell phone which is the defective phone. I called them and I was told someone would call me back in 2 hour. The problem is the phone was damaged goods, I can not load anything programs on the phone due to lack of space and the internet is quirky sometimes it works sometimes it doesn't. I'm paying my money and I get very poor customer service.Desired Settlement: I would like another phone and 2 monthes credit for time lost and the discourteous customer service.

Business

Response:

November 5, 2013

Review: I went to make a bridge payment, I always go to the same store,every month there are different employees ,my charges are the same until 1/10/14 , employee never seen before tells me if I have cash to pay my bill , I say I want to use my visa debit card , he says well if you use your card 2$dollars I will be charged ,but if I use cash no charge, I said this has never been ,he said its been like this for several months.I called my provider,they said that was not a charge I should pay.so I cancelled my visa ,and have to pay 5 dollars more + 2 because I did not want to have this person steal anymoreDesired Settlement: 7 dollars

Business

Response:

January 23, 2014

Review: I bought a phone motorola moto G 4G capable , this advertise is in cricket wireless as 4g caplabe. well I called motorola and asked them to find if my phone is 4g , they told me that particular phone is only 3g not 4g . I called cricket wirelees , they told me a can return it but I will be charge 25 dollar and if I want to buy another phone , ok more expensiveDesired Settlement: I would like to get moto G 4G LTE , this the phone that I want this the real 4g phone ,not that one you have on display . if you don have one give the samsung galaxy express . I lost money and time also , thanks

Business

Response:

July 2, 2014

Review: fell free to contacYes I placed a order for a new phone on Monday Dec 8th and the order went thru 3 times and I was shipped 3 phones and charged 3 times. I immediately contacted cricket support about this and a ticket was formed and escalated and I was told I would be refunded for 2 of the 3 orders by Friday. ticket # [redacted] is what I was given as reference. It is Friday and I don't have a refund and customer service will NOT give me a # to the billing Dept. How can they NOT check on status or contact their billing dept. Not to mention I can't even use the phone I purchased as I have to wait for tech support to fix my # so I cant be migrated but that is another complaint. I was told I would have the refund by Friday and I expect them to honor their word. Would also like to mention that when you call and ask to speak to someone in the USA, Cricket will not transfer you which I thought was my legal right as an American citizen and was a law. Per their customer service today 12/12 11:50 AM CST (full name of agent [redacted]: Thank you so much for the patience as well! I already check the case and unfortunately we still don't have a resolution. I am really, really sorry for this delay. If you want I send it again, but is the only thing we can do from here. Unfortunately, I don't have the tools to check the payment and refund the money.Desired Settlement: I just want my refund of 82.16 NOW. I was told it would be refunded by Friday Dec 12th and I want that to happen

Consumer

Response:

Good Day,I couldn't figure out how to respond tot he message on the webpage but I got my refund from Cricket today. Thank you

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: I was highly misled on financing a phone from Cricket Wireless Metro Center location. I was told that upon approval my payments would be 50.00 every two weeks and that I would have my phone paid off in 6 months. I found out this was wrong when I called progressive to find out why I am still owing a large amount on my phone. I spoke with representative and she states I would have an early buyout on 990 for the finance bill on 600 worth of merchandise. I want this issue corrected and compensated for this misleading sale.Desired Settlement: I want the difference covered by Cricket Wireless!!!

Business

Response:

May

13, 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 device leasing. In her complaint, Ms. [redacted] states that she was misled

when financing a phone from Cricket. She states that she was told her payment

would be $50.00 every two weeks for six months. Ms. [redacted] states that she called

Progressive to inquire about her balance but they told her she would need to

pay $990.00 for an early buyout for her $600.00 device. Ms. [redacted] requests compensation

for her purchase and for her balance to be corrected.

We

apologize to Ms. [redacted] for any inconvenience or poor service she felt she

received.

Cricket’s

device leasing program is offered through Progressive Finance, LLC. The device

leasing program allows customers to pay for their phone and accessories over a

period of time, rather than being required to pay for the entire cost at the

time of activation. When a customer decides to lease their device their initial

payment will include 10% of the lease amount for any device and/or accessory,

plus the cost for Cricket service and any fee costs.

Cricket

is unable to assist Ms. [redacted] with any inquires pertaining to her lease terms

because the lease agreement is with Progressive Finance, LLC and not with

Cricket. We recommend that Ms. [redacted] contact Progressive Finance, LLC directly

to discuss her lease terms, account balance etc. She can reach their customer

service department at 1-877-898-1970.

We

thank Ms. [redacted] for her communication and we trust this explanation 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.

Regards,

Consumer

Response:

I disagree with Cricket not accepting responsibility of explaining the loan payments when I asked about the financing prior to doing so. This is very misleading and they need to be held responsible for disclosing the wrong information.

Business

Response:

May

16, 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 device leasing. In her rejection, Ms. [redacted] states that she

disagrees with Cricket not accepting responsibility of explaining the loan

payments when she asked about the financing program. She feels it is very

misleading and is asking that Cricket be held responsible for not disclosing

the correct information.

We

apologize to Ms. [redacted] for any inconvenience or poor service she felt she

received. As previously explained, Cricket’s device leasing program is offered

through Progressive Finance, LLC. Cricket is not at liberty to discuss Ms.

[redacted]’s lease terms, as this information is not made available to us. We

recommend that Ms. [redacted] contact Progressive Finance, LLC directly to discuss

her lease terms, account balance etc. She can reach their customer service

department at 1-877-898-1970.

We

thank Ms. [redacted] for her communication and we trust this explanation closes her

complaint.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: Cricket Wireless has many [redacted] unfortunately, as I stated above, they do not belong to the same tree. In fact, I have made at least eight separate calls and was told several different things. (There were several other [redacted] dealership numbers that were no longer in service that I am not counting here). I have also been to the authorized dealer store at least four times to resolve this issue. I received two phone numbers to corporate offices in [redacted], and promptly called them--and left messages. I never heard from either office, even when I mentioned the Revdex.com as a last resort in my final message. No, I do not believe it is my responsibility to drive about sixty miles out of my way just to receive customer service! According to Cricket, all I have to do is dial [redacted] from my phone. Not only was it almost impossible to get in touch with a living person, but that person did not receive training on resolving this issue--which probably is a national, corporate problem. I am not able to pay my bill for May, because it will not be recorded properly, and my phone might be shut off either way. I am only involving Revdex.com now because I donapost believe it will be resolved any other way. I like my phone service and would like to continue to be a customer--if Cricket cares enough to keep me. Thank you for your time and consideration.Desired Settlement: I would like to continue to be a customer (for now), have the automatic payment issue be resolved, and be able to make payments (such as the 118 I owe for May) without hassle, and without my phone service shutting off. Cricket needs to have all of its branches on the same tree, or this will continue to happen, and they will lose customers. 25.00 "recharge fee" that the business took out of my account

Business

Response:

May 30, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a complaint

filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted]

states that she is unable to pay her bill for May because it will not be

recorded properly and she may have interrupted service either way. Ms. [redacted]

states that she has made several attempts to contact Cricket regarding this

matter and received different responses. Ms. [redacted] is requesting that her

account be reviewed and the automatic payment issue to be resolved. She is

requesting for the ability to complete payments without hassle or interrupted

service. Ms. [redacted] is also requesting a refund for the $25.00 fee that she was

charged.

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.

In reviewing Ms. [redacted]’s account, she has

made her monthly payments using Automatic Bill Payment (ABP) since April 5,

2011. On March 5, 2013 her ABP payment did not successfully complete. The

computer attempted to complete the payment on March 6, 2013 and it did not

successfully complete. On March 14, 2013 the ABP payment information on file

was updated. On April 5, 2013 Ms. [redacted] completed a payment for $118.70 via her

ABP checking information on file. The check was returned and denied due to

nonsufficient funds (NSF). The payment had already applied to her Cricket bill,

but our payment vendor [redacted] was not funded for the payment. We cannot reverse

the payment that was collected on April 5, 2013. To settle this matter, it will

be necessary for Ms. [redacted] to make a payment of $118.70 directly to [redacted]. We

recommend she call [redacted] at [redacted] and speak to an account specialist

regarding this matter.

Regrettably, Cricket cannot assist Ms. [redacted]

with this billing dispute as [redacted] is responsible for all payments and

collections. Ms. [redacted] was charged a $25.00 NSF fee from [redacted] due to the

returned check payment. We do not have the ability to refund this fee, as it

was charged by [redacted]. We applied a $25.00 courtesy credit to Ms. [redacted]’s account

on May 30, 2013.

Cricket values Ms.

[redacted]’s continued business and we trust that this explanation closes 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.

I want to start by thanking you for your $25 credit. That is one issue that will not have to be resolved, as long as that offer continues.

However, your response is exactly why this matter cannot be resolved in its entirety at this time; [redacted] is separate from Cricket, as you said, and I have so far not been able to get a hold of anyone regardless of who I attempt to contact (or else they have thus far have been "not able" to assist me with this problem). You did include yet another telephone number for me to call, but I doubt this issue can be closed by my calling a ninth number (and I haven't even included the numbers that, ironically, have been disconnected), as you have already stated that "there is a returned check for 'balance due'", which is anomalous, as I completely paid my bill for April at the Cricket store on [redacted] in [redacted] on April 11th. (I will pay for May and June, if this issue amends itself properly). Although I cancelled autopay afterward, the autopay apparently "cannot be reset", according to several of the sources I spoke with, because that system is separate from "authorized dealerships". Therefore, I will either have my account closed by the Cricket company whether I pay my current bill or not and/ or I will continue to receive recorded phone messages daily regarding my "past due/returned check" status. (I have not yet been informed in any way about my current bill status, which lends itself to my theory that it wouldn't matter at this time if I paid my bill up to date).

The only remedy I see is to speak with an executive at [redacted], or, just perhaps, having someone from Cricket lift a finger to provide the customer service that so far has been quite lax or extremely disorganized. Either way, I still fail to see how most of this continues to land in my lap. I have a great deal of other things to deal with; I am a college student, a mother and grandmother, have recently moved, and am about to start two jobs. The last thing that I need to deal with is phone service. (My daughter's phone service is also negatively effected by this fiasco, as it is connected with mine).

However this situation works (or continues to fail to work) with me, I hope [redacted]/Cricket learns to connect all of the branches, so that customer service can occur whether the customer calls their service number (or [redacted]), walks into a store, or any other way that is set up. Either that, or go their separate ways and set up their own services, without pretending to be the same company.

Thank you for your time.

Regards,

Business

Response:

June 6, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a rejection filed by [redacted] regarding Cricket service. In her rejection, Ms. [redacted] states that she paid her bill on April 11, 2013 at a Cricket store. She states that she has not been able to successfully contact [redacted]. She states that she will pay for her May and June balances, if this dispute is properly resolved. Ms. [redacted] states that she is receiving daily messages regarding her past due or returned check status.

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.

On April 5, 2013 Ms. [redacted] completed a payment for $118.70 via her ABP checking information on file. The check was returned and denied due to nonsufficient funds (NSF). The payment had already applied to her Cricket bill, but our payment vendor [redacted] was not funded for the payment due to the returned check. We cannot reverse the payment that was collected on April 5, 2013, therefore; this payment applied to her April balance. [redacted] is asking Ms. [redacted] to reimburse them for this payment. Ms. [redacted] made an additional payment on April 11, 2013. When she made that payment, it essentially applied to her May billing period because the payment from April 5, 2013 still applied to her bill. To settle this matter, it will be necessary for Ms. [redacted] to make a payment of $118.70 directly to [redacted].

As previously mentioned, Cricket cannot assist Ms. [redacted] with this billing dispute as [redacted] is responsible for all payments and collections. If she is receiving daily notifications about her returned check status, they are being generated from [redacted]’s collection system. We recommend she call [redacted] at [redacted] and speak to an account specialist at her earliest convenience.

Please be advised that Ms. [redacted] will have a bill due on June 6, 2013 in the amount of $99.95. Although Mr. [redacted] has an open dispute, all current charges on the account are due upon the due date.

We thank Ms. [redacted] for her communication and we trust that this explanation closes her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I just ordered [redacted] service, and didn't even activate it yet, and Cricket cancelled my account 3 days after accepting payment on my bill. States policy is to no offer any prorated refund. I DIDN'T EVEN CANCEL THE ACCOUNT YET. The reason I'm even moving away from Cricket is that they refused to fix my phone that was UNDER WARRANTY. They charged me for a phone replacement under their handset protection, and now claim I don't even have an issue because the phone dies randomly, and I can't reproduce the issue instantaneous. This is seriously wrong.Desired Settlement: I want back at least the month I literally just paid. This is ridiculous that I'm being charged for a full month of service for MAYBE 3 days. I'll throw the phone in the garbage and eat that $250 they practically stole from me.

Business

Response:

June 20, 2013

Review: I had called for a cell phone and plan and internet services from Cricket because I had heard that it offered unlimited nationwide talk, text and data on the phone and unlimited access to the internet, each for $35 per month. I asked about this several times in the discussion of cost and services. I was assured that this was correct.I was hospitalized on May 20, 2013 and tried to use the cell phone the next day and received an error message that roaming charges would apply. It was impossible for me to reach a customer service representative who spoke English that I could understand. I stated I wanted to speak to someone in the [redacted] about a phone problem in the [redacted] I was told there are no call centers in the [redacted], no one in the [redacted] that I could talk to and that I would have to speak to someone in the [redacted]. I was told that the cell phone plan I was told I had was not available with the phone they sold to me. When I had called to get help setting up the broadband service to work, I was told that the service was only for 2 gigabytes per month, not the unlimited access I was promised at purchase time. Everything this company promised to secure the sale, was a lie. Those lies were told just to get a sale. If they had made and kept their word, there would be no issue here. What a company promises, they should deliver. If they can't or won't deliver what they promise, they should keep their company and it's lies out of my country!!!Desired Settlement: I demand a full refund including the $24.16 that it cost me to return the phone and internet device. I believe that my complaint should be seen by others looking for cell phones, broadband service and plans. It didn't take that company 30 days to take my money and it certainly should not take 30 days to refund it!!!I would greatly appreciate it if the Revdex.com advises consumers on these issues so they aren't taken as I was.

Business

Response:

June 17, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states that on May 20, 2013 she received an error message on her device stating that she would be charged for roaming. She states that she called Cricket and she could not reach a customer service representative who spoke English. She states that she wanted to speak to someone in the United States about her concerns. She states that she called to receive assistance with her Cricket Broadband service as well, and the representative told her the service was for 2 gigabytes per month, not unlimited as she was told at the time of sale. Ms. [redacted] feels that she was misinformed during the sale of her service. She is requesting a full refund for the phone and broadband device she purchased, as well as a refund for $24.16 in which she had to pay for shipping the items back to Cricket.

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.

Regarding Ms. [redacted]’s concern in speaking with Cricket’s diverse and multicultural workforce, we employ individuals not based on their race, ethnicity, or culture; but if they are able to meet and present the high standard of products, services, and the level of excellence established across our entire enterprise. We train and mentor all Cricket representatives to provide the highest possible customer service.

If a customer is unsatisfied with Cricket devices that are purchased on the internet or via telephone, the item(s) can be returned within 30 days of the original ship date. Phones and broadband devices must be returned in ‘like new’ condition. Devices that are returned damaged will not be accepted. Upon receipt of the return, Cricket inspects the package and determines the refund. The processing of a return and refund transaction may take up to 30 days from receipt. Shipping charges and activation fees are nonrefundable. This return policy can be located online at [redacted].

In reviewing Ms. [redacted]’s account, our records indicate that her returned items were processed and a full refund was provided on June 10, 2013, with the confirmation number [redacted]. If Ms. [redacted] did not receive this refund, it may be necessary for her to contact her financial institution. She may also contact our payment vendor [redacted], at [redacted] to acquire more information about her refund transaction. Regrettably, we are unable to provide a refund for the shipping charges that Ms. [redacted] incurred to return the devices. As stated in our return policy, shipping charges are nonrefundable.

We thank Ms. [redacted] for her communication and trust that this explanation properly addresses 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.

The Cricket Rep has proven that although they are allegedly a communications company,they do not READ AND COMPREHEND WHAT THEY READ! The rep should re-read my complaint and their own response, figure out what's wrong and just maybe they can improve the service and their standards, both of which are very poor indeed!

Your company sales persons lie to lure people in to a sale and you think a partial refund is going to undo what looks, to me, to be theft of my money based on that lie? I did have to pay to have the services turned on and those were services based on a lies! I DID NOT RECEIVE THE SERVICES I WAS TOLD I WOULD RECEIVE! I ASKED TO SPEAK TO PERSONS WHO SPOKE ENGLISH UNDERSTANDABLY!

Why couldn't you address the issues without a hollow apology and no attempt to correct what's wrong?

Regards,

Business

Response:

July 3, 2013

Review: Service is no longer active. Payment was sent via online payment (though personal bank account) by mistake for $160.00, both myself and [redacted] have attempted to retrieve this payment made in error with no success. We just keep getting the run around. This was not their mistake originally but now they have $160 and are not returning...We have contact their payment line #[redacted] and were then directed to billing services which proved unsuccessful. I then went into a branch in [redacted] with no luck. We have also sent the below letter: June 11, 2013 Cricket Communications[redacted]Re: [redacted]To Whom It May Concern:This letter is in reference to our mutual customer, [redacted], who uses our Online Banking Services to pay bills online.[redacted] established Cricket Communications as a payee and scheduled a payment of $160.00. This payment was remitted to you electronically.-This payment was-senlin error to_a closed account. Please return the payment as so on as_possible. Electronic File Trace Number: [redacted]Remit Account Number: [redacted]Payment Date: June 11, 2013 Payment Amount: $160.00 Thank you for your assistance and cooperation with this matter. If you have any questions or require additional information, please contact us at the number listed below and reference case number [redacted].Sincerely,[redacted] .,_Payment Processing Center[redacted]Desired Settlement: Just want my $160 back

Business

Response:

June 28, 2013

Review: I had Cricket since 2009 with a few issues like not do great service, but stayed for the price. I recently moved to [redacted], which according to their website s am area if coverage. I paid my bill June 3rd, 2013 because it was due June 6th, 2013. On the 7th of June cricket switched me to a distorter plan which I couldn't make outgoing calls. I called and questioned it and the woman I talked to said I couldn't use ANY features, but still just got some paying 46 dollars. Pretty much it's a plan that's NOT a plan. I told get just to cancel since I'd i'm IN for another month, they said no problem. My refund will be in my account in 24-48 hours. The refund never came and now they refuse to refund my money at all.Desired Settlement: I just want my 46 dollars back since I received no services

Business

Response:

June 20, 2013

Review: I purchased 2 $25 credits for a cricket phone at [redacted] on [redacted] because someone asked me to pay their phone bill and he had a cricket go phone. I asked the lady if I could pay the phone bill and she told me I had to purchase credits for the cricket phone. I asked how would the customer know how that the credits were available, the clerk explained that the customer would have to enter a PIN provided on the receipt and that the phone would have the minutes added to the phone. Well come to find out, I contacted the Cricket service the phone in question is different and requires a PIN which the Cricket phone holder did not have and I could not use the PIN # on the received. Inquired as to whether there was some way the credit could be transferred to the phone in question, and received a negative reply. I contacted the Cricket wireless and was informed that I would have to return to the retailer and request a refund. Contacted the store at [redacted] and was informed that they do not give refunds. So I asked the clerk did she mean that I was out of $52.50 and she stated "yes". .I asked her for the number of the regional store. I called [redacted] and the operator. and she left a message with the manager. The manager called and spoke to my husband and said that she would call us back. As of this day, I haven't heard from Cricket or [redacted]. I would like the funds refunded to my account or I would like a check in the amount of $52.50.The receipt states that you must use the PIN within. I can provide a printed copy of the receipt for the pin and the transaction [redacted].Desired Settlement: I would like a check in the amount of $52.50 or the fund reimbursed to my checking account.

Business

Response:

July 25, 2013

Review: Opened a second line of service. Took a phone in and the agent broke my phone. Manager told me she would credit the account for my broken phone. She never did. The next month when we should have had a free month of service our phones got cut off. When I went to speak with the manager at the store she refused to make good on the broken phone, had me purchase another phone pay the bill for both lines and I left. My husband the same day I paid for both lines got upset with the service and ported the number out to a new carrier. I called to get a new number for the second line of service I already paid for and was refused and told they wouldn't refund the money for the second line I paid for.Desired Settlement: I would like the second line of service that I paid for. I would like my phone that Cricket broke replaced or paid for.

Business

Response:

Review: I purchased Cricket to lower my phone service costs on 9/14/13.I was required to fill out an extensive credit check for a prepaid service and a phone I was paying cash for, the total cost of $91. On 9/16, I attempted to return the phone as I was unable to get ANY service in my apartment. The rep made excuses as to why she couldn't take my return as well as telling me I would be required to pay a $35 restocking fee on the phone (a $15 return on the $91 I'd paid them for getting NO service). I phoned their customer service line, spent nearly 2 hours on the phone (my [redacted] phone) and was ultimately referred back to their corporate store. Today (9/27) I attempted to return the phone to the corporate store I was referred to. They advised me that I would have to take the return back to the store I purchased it from. At that point, I told them I would NOT deal with the other store, told them to keep the phone, and left it on their counter as I walked out. I've just spent ANOTHER 30 minutes on the phone with their "customer service" trying to make sure they don't take a dime out of my checking account.Desired Settlement: I realize I am not eligible to have any of the monthly fee refunded (even though I didn't use it). I would, however, like to have the cost of the phone refunded IN FULL!

Business

Response:

October 11, 2013

Review: Cricket Wireless took my money, promised to Port my [redacted] phone number ([redacted]) but has failed to do so. They billed me $284.00, shipped me a phone with a local [redacted] and now claims they cannot port my number. I have been sent from one customer service rep to another and lied to repeatedly. [redacted] at Cricket, Supervisor in [redacted] worked with [redacted] and promised he would resolve this last Friday, that was after 5 days. Today, a week later, nothing has happened.No contact, no resolution. I have spent inordinate time contacting Cricket staff and have been lied to repeatedly. Now I am incurring double charges ( Cricket and [redacted]) I was promised an immediate Port on 11/18 that would take place no later than 11/20. It is now 11/29/2013 and my number has not been ported over. Plus I am incurring hundreds of dollars in fees from [redacted] since I did not exit plan as agreed to on 11/18.2013.

Cricket Wireless uses Bait and Switch tactics and refuses to fulfill their promise to Port my telephone number from [redacted]. When I ordered the phone online, after explaining the explicit circumstances of porting a [redacted] number when I live in [redacted] ( [redacted]) area, I was told no problem from the online phone rep. However, the Porting department in the [redacted] told me they would have to charge me a higher rate than the $55/month quoted. Then they refused to port my phone period. Today, [redacted] refused to help me with the situation. She taunted me by telling to call corporate. When I asked for the corporate number she said " you can go find the number to corporate!" That is an example of the abuse. [redacted] is now suggesting I return the phone, that I go to UPS and return it. [redacted] said that Cricket cannot port my number.This was after she said she could port my number and wanted me to call the Porting Department. The porting department has already declined repeatedly. Last week manager [redacted], the supervisor of [redacted] advised me he was resolving this. How can Cricket treat people this way, steal their money, use bait and switch tactics and refuse to resolve the issue?

Cricket Wireless supervisor [redacted] in [redacted] has failed to follow up for almost two weeks. [redacted] in [redacted] would not get his supervisor to follow up today.I am stuck with a massive bill, no service, no ported phone number and an abusive administrative task to correct the damage and expenses of Cricket's Bait and Switch tactics.Desired Settlement: Cricket must contact me and make arrangements to port this number immediately and honor the original price plan they promised. Also, Cricket must issue me a credit for the incremental [redacted] charges, which are approximately $150, but we can get a bill at time of port. This is urgent. Please help. I need to solve this problem and move on with my life.

At this point I incurred incremental costs from [redacted] of about $150, I need reimbursed from Cricket until I get the number ported to Cricket at the agreed contract price. Cricket should honor their detailed promise to port [redacted] at the $55/month 5 GB data, unlimited talk and text plan immediately. Cricket should be professional and follow up, No one follows up from Cricket. I have a pounding headache, I can't believe they will not attempt to resolve this. Please help. I want a customer service manager with the authority to settle this matter to call me immediately at [redacted].

Business

Response:

December 3, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding porting. In his complaint, Mr. [redacted] states that Cricket will not port his phone number to a month to month plan and was told that he would need a PAYGo plan in order for his phone number [redacted] to work. Mr. [redacted] was told by one representative that Cricket would be able to port in this phone number, and was then told the opposite by a different representative. He has attempted to contact customer service and the porting department, but has experienced poor service and received no assistance in this matter. Mr. [redacted] requests that Cricket port his phone number [redacted] from [redacted] and honor the $60.00/month rate plan with the $5.00/month automatic bill pay discount that he was promised.

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

On December 3, 2013, we forwarded Mr. [redacted]’s issue to our TIER II technical support team. After review of his account, we are unable to port the phone number [redacted] due to Mr. [redacted]’s current location. The phone number attempted to be ported in originates in the [redacted] area, whereas Mr. [redacted] is located in the [redacted] Market. Again, we apologize for any inconvenience this may have caused. If Mr. [redacted] has any additional questions or concerns, he may contact our porting customer service department at [redacted].

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

This does not address the critical complaint of Bait and Switch. The porting department told me they would port the number for higher priced variable program. When I held Cricket's hand to the fire and said "honor the price" cricket then used tactics to wear me down, continued to send me on goose chases etc.

Review: I purchased a phone November 1st, 2013. They told me I had a 30 day exchange plan. They were closed yesterday, the 1st. I went in today because the screen is going out on the phone and it is freezing. They want me to pay to exchange the phone. I told them I feel I should be allowed to take advantage of the warranty still because they were closed on my last day.Desired Settlement: Honor the warranty

Business

Response: