Cricket Communications Inc

Review: Hello, my name is [redacted]. I am writing u guys today about cricket wireless. I have been a customer of theres for years now. Recently (november) I returned back to them after having my phone disconnected. I bought a [redacted]. Cool phone and costs a pretty penny. I found out it was a 4G phone and I got excited because I never owned 4G before. When I got home, I noticed something. I called customer service and asked, "why does it say 3G when this is a 4G phone, and why do I have to pay for something I don't have (meaning the 4G)?" She goes on explaining that cricket 4G is not in all areas and that soon they would be joining [redacted] towers. As far as the 4G price, they keep it that way just in case I happen to go to an area where the 4G towers are. I looked the areas up and they are nowhere near where I live or plan on going anytime soon. So I was bamboozled but I really didn't get upset because she made it seem like "soon" was January 2014, which was only a little over a month away. But January gets here and nothing. Now we are heading into March and still nothing. I'm tired of paying for something that I can't even use. I can't afford it. Plus 3G sucks!Desired Settlement: For all the months I haven't used 4G, I would like my money back or credit my account. If not, I already have been looking at other phone companies and I am impressed. Not asking for much, but I feel like that would be fair. Thanks

Business

Response:

March 10, 2014

Review: March 12, 2014 [redacted] I am writing to complain about what I deem to be fraudulent and unethical business practices fro March 12, 2014 [redacted] I am writing to complain about what I deem to be fraudulent and unethical business practices from Cricket Communications each and every month. This practice has taken place ever since I've been a customer with this company. Each month Cricket Communications charger each and every customer a $2.00 convenience fee to pay their bill each month. There are even cricket stores that charges $3.00 convenience fees a month to pay your monthly bill. I've tried to escape this fee by paying my bill on line, but to my surprise, they even charge a $2.00 "COVVENIENCE FEE" from their online payment division. It is absolutely unacceptable to walk into a company's door and pay them a fee, to pay them what you owe them each month. Nothing can be further from ethical behavior. I think Cricket Communications should be held by the same standards as any other company that chooses to reside, and do business in this country. Each and every company or business in [redacted] is held to a standard of conduct; therefore, Cricket should be as well. This business practice is racketeering in its highest form. Being one of Cricket Communications valued customer for the last five years give me cause to be dissatisfied with this behavior. Again, this is unethical, and unnecessary. I watched the bill they claim to be the cheapest in the cell phone business creep up gradually every year since I used them as a cell phone provider as it is, and to add insult to injury, have to pay them to pay them is ridicules. Please provide a full response in accordance with the Revdex.com's complaint procedure timescale. Sincerely, [redacted]Desired Settlement: stop this practice!

Business

Response:

March 21, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states that Cricket has been charging a $3.00 fee to pay his bill each month at a store and a $2.00 fee to make a payment online. Mr. [redacted] feels this is an unethical business practice and requests that it be stopped.

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.

Unless you are on a prepaid plan, monthly Service charges are generally billed in advance, and payment is due on or before the date due as stated in your bill. Monthly service periods are approximately thirty (30) days long. Your monthly service period and other dates related to your account may change from time to time. You may be required to pay a convenience/processing fee for some methods of payment or for the use of some payment locations. You must strictly comply with any and all requirements and conditions imposed by Cricket under any such agreement or arrangement and the terms, conditions, duration and frequency of such agreements or arrangements shall remain at Cricket's sole discretion.

If Mr. [redacted] wishes to avoid the $3.00 in-store processing fee, there are several other options to pay his bill each month that are free of charge.

Automatic Bill Payment

With this option, Cricket automatically deducts the account balance from the customers’ credit card, debit card, or bank account each month. There is no payment fee associated with this method. To sign up, contact a [redacted] payment specialist at [redacted] or Cricket customer service at [redacted].

On Device

Payments can be made using the My Account application directly from their Cricket phone. Go to My Account via the mobile web or tap on the My Account icon (looks like a money bag) on the phone’s home screen and click “Pay My Bill.” There is no payment fee associated with this method.

Online Payments

Payments can be made through the My Account section of mycricket.com. There is no payment fee associated with this method.

Mail

A personal check or money order can be mailed to the following address:

Processing of mail payments can take 7-10 business days before the payment posts to the Cricket account. To help ensure timely payment processing, please write the Cricket account number on the check or money order. There is no fee associated with this payment method.

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

Review: My cousin [redacted] signed up for cricket wireless before I gave him the referral link.when [redacted] signed up for cricket service he told them my name [redacted] and I referred [redacted] called customer service and they all told him that he could still get the 25 credit even after he signed up for cricket service. Corporate told me to do it online. Everybody at customer service told me and [redacted] said he could still credit after [redacted] activated service. I got an email April 1 2014 telling me [redacted] not eligible for the 25 credit. It gives me a link to how refer a friend works. Everybody in customer lied to me. They all told me [redacted] could still get the credit. I got an email on April 1 2014 telling me [redacted] not eligible since his service was activated before I sent him the refer a friend link. I still got that email and can send it to you if you want me to. [redacted] number is [redacted]. My number [redacted].Desired Settlement: I just want [redacted] and me [redacted] get the 25 credit we deserve. Everybody lied to me about how the refer a friend program works. If both [redacted] and me [redacted] don't get the 25 credit that we should get we will cancel service with cricket and go somewhere else. Thanks [redacted]

Business

Response:

April 7, 2014

Review: I have been without a phone this entire time since March 13th the phones have never worked trying to get customer service on the phone they have repeatedly hung up on me and escalated many times but never fix the problem. they will not tell me where my new phone is they will tell me it shipped but will not give me any information about that I've paid for the service are ready and I am almost out of itDesired Settlement: I want both lines of service that I paid for upfront extended out for the amount I paid for the month and I want the ZTE source actually sent to me

Business

Response:

April 21, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states that she

has been without a phone since March 13, 2014. She states that her phones have

not worked and she has contacted customer service to fix the problem but she

has been hung up on repeatedly. Ms. [redacted] states that Cricket will not tell

her where her new phone is. They will tell her it’s shipped, but cannot provide

any details. Ms. [redacted] is requesting that the service is extended for both of

her lines, since she has not been able to use the service. Additionally, she is

requesting that the replacement ZTE Source is sent to her.

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 a technical support ticket was submitted for the

activation error and phone number porting request. A technical support

specialist spoke with Ms. [redacted] on March 17, 2014 to confirm the port request

was complete, and she advised us that the phone was also freezing. A replacement request was submitted on March

27, 2014 and on March 31, 2014 a replacement was shipped to [redacted] via UPS tracking #[redacted] The device

that was shipped to Ms. [redacted] was activated on her account #[redacted] on

March 31, 2014.

Our records show that Ms. [redacted] ported her phone number from Cricket

to another provider on April 11, 2014. In her complaint she references a second

line of service, but we were not able to find another active account in her

name. If she has any additional questions or concerns, we ask that she contact

Cricket customer service at [redacted]

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:

Review: they take my flex bucket fund. I was saving 29.00 this said that this was only to be use on music my phone can't get the device this said I can use this games text this already have. they take this matter for granted I want my 29. back in my bucket account or refund. my mail thank you if any question please free free call me a [redacted] any time. have a good day!Desired Settlement: to whom this may concern, am a customer of this company am I made my payments monthly to cricket. they gave a 35.00 monthly plan. plus tax. of 38.00 monthly. they was put a 5.00 charge on my bill every. I understand why my bill 43.oo of month for 6m0s. I did'nt tell them to put ringback tunes on my phone I can't not get the device on this phone put this company kept put on a 5.oo fee. and my was only 38.00. I want back 6mos. 5.oo fee back they either credit it. this. saving flex 29.00 they.

Business

Response:

April 15, 2014

Review: On February 18th I purchased an Apple iPhone 5C from a Cricket authorized dealer. I stated to the seller [redacted] that I would like the same services I had previous including my insurance. He went I to the computers and updated my account. From there he started to set up my life line discount. At that time I explained to him that I did not live at the address that cricket had on file for me. He stated that it was no problem and continued with the application. Subsequently, my daughter tripped over my phone on May 14th and the screen cracked. On the 15th I called to file a claim with the insurance company only to be informed that I did not have any insurance nor could I add insurance. I called cricket and spoke to several representatives about the situation in which I was in. I knew that either way I would be out money to replace my device so that was not the issue. My issue is that because of the incompetency of their authorized dealer I cannot insure my phone after it is fixed because my phone would have needed to be enrolled within 30 days of purchase. Secondly, Mr. [redacted] provided me with inaccurate information when I said that I was going to file a complaint against him. Thirdly, while Mr. [redacted] offered me a $50 bill credit to cover a portion of the out-of-pocket expenses, Cricket has not assumed any responsibility for their dealers mistake or offered me any resolution.Desired Settlement: I believe that Cricket should replace my phone or at least offer another credit because I will not be able to insure this phone, was not notified that there was not any insurance on my phone after purchase. I am not going to insure my phone thru AppleCare which they should offer to cover a portion of.

Business

Response:

June 2, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a

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

complaint, Ms. [redacted] states she purchased an Apple IPhone 5c on February 18,

2014. She asked the store employee to keep the same services that she had on

her previous phone, including insurance. Ms. [redacted] states the screen on her

phone cracked on May 14, 2014. She called to file an insurance claim on May 15,

2014 and found that she does not have insurance on her phone nor could she add

it. Ms. [redacted] spoke to several representatives who were unable to assist her

with this matter because insurance can only be added within 30 days of

purchase. She is requesting that Cricket replace her phone or provide a credit

to her.

We apologize to Ms. [redacted] for any inconvenience

or poor service she felt she received. Cricket strives to provide excellent

service and we regret when that high standard is not met.

Our records show that Ms. [redacted] had

Cricket’s Handset Protection Program (HPP) on her plan until February 18, 2014,

when her device was changed. Effective this date, she was no longer charged the

HPP premium. HPP can be added within 30 days of purchase as long as the device

is in “like new” condition. HPP cannot be added to a device that is older than

30 days.

We are unable to issue a replacement

device to Ms. [redacted]. Our records show that a $50.00 courtesy credit was

issued on May 16, 2014 regarding this matter. We are unable to extend any

additional credits to Ms. [redacted].

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.

I was not called back by a manager as I requested and that is on a recorded call. Their service agent only offered me a credit after I caught him lying to me regarding the services I requested. The insurance subsequently cannot be added due to his negligence and not mine. Therefore an adjustment should be made. I am out of pocket $290 thanks to his error when I could've filed an insurance claim for $200, their credit does not reimburse me for the loss I've suffered. An additional $40 will at least bring me even, given $200 would have been what I would've paid going thru insurance.

Regards,

Review: The phone I have is not a year old and they will not replace the phone. The numbers and letters half the time don't work. I'am suppose to have unlimited talk and text that service almost never work. I would like for them just to replace the phone and to have better service. would like to leave but on a fixed income.Desired Settlement: would like a replacement phone. I need my phone service to work I am a senior citizen. I am on a fixed income and need a service I can afford.

Business

Response:

June 10, 2014

Review: Purchased cell phone at recommendation of sales clerk paid approx 119.00 for phone and accessories. Took phone home and after 1 day tried to return it because the speaker would not work. Sales clerk advised me that he could not take the phone back without charging me a $30.00 restocking fee. He then told me that I would have to make a claim with the phones manufacturer. So I called the manufacturer. After being placed in a long call cue and being disconnected several times, finally someone answered the phone and then again hung up on me. Not only that, for par of the time since owning the phone no calls could be made to or from the phone. I would like my money back. I've had service with this company for several years. But recently the customer service has been terrible.Desired Settlement: Refund of my money.

Business

Response:

June 23, 2014

Review: I was told I could use my iphone with cricket wireless and I could use my current phone number, I put in my iem number and they choose my sim card that would be compatable with my phone. They told me all I would have to do was activate the sim card online and insert it into my phone. I did that when I received the sim card, they ported my number to cricket from verizon and when I tried to power up my cell my phone would not work. I have been on the phone with cricket support, verizon support and apple support, none of which could help me. My cell service was interupted for over 36 hours when I went to walmart to have the Lady there help me port my number back to verizon. I lost over 8 hours at work and this is my only phone number so it is also a work phone, I am a LMT and know of at least two massages I missed out on. Cricket wireless knew they could not connect with my cell phone and sold me a service I could not use.Desired Settlement: A refund or a lawyer to help me

Business

Response:

July

29, 2014

Revdex.com

Review: I am a current AIO Wireless/Cricket Customer. As a customer I was trying to get my number ported but was told that wasn't possible because my account was suspended. I then asked if the credit I had on my account in the amount of a little over $17 could be used to reactivate my service for a short time so I could port my number and was told know as thats not how they operate. I then asked if I could get a refund for the amount of the credit and was told know. Even though I overpaid my account I can't get a refund which I think is highly unfair. Why should they get to keep my overpaid service charges if I am unable to get anything out of it?Desired Settlement: I would like the ability for my number to be ported to the carrier of my choice or a refund for the amount of the credit on my account.

Business

Response:

August

15, 2014

Revdex.com

Review: On august 7th 2014 I received an automatic text from the auto pay saying my bill of 73 dol ars was dueon august 9th 2014 . On august 9th 2014 I received another automatic text from the same number stating my check was returned for insufficient funds. Being after my bank closed for the day I just paid from another account to avoid interruption of service. When I called I was informed that I was being charged an additional 25.00 fee for the return check. So a total of 98 was debited from my other account t. After paying I never received a confirmation text stating it was paid as I usually do. When called cricket has no knowledge of this payment. On monday first thing I called my bank to find out why I had a returned check for the original amount. My account was never charged on the 9th by this company nor were there any attempts to collect from this account. Therefore there is no return check fee. On sunday 8/10/14 I received a text from cricket saying my bill is due upon calling today there is still no knowledge of this payment even though I have a statement from my bank and a confirmation number showing otherwise. Every time I call I am transferred to multiple agents in multiple departments saying they are not responsible. This is the second time I have had money "lost" by their company. SoDesired Settlement: I would like my account to reflect the payment plus the 25.00 return check returned since there was never a returned check. I would also like an apology and some kind of reimbursement for my stress and aggervation for what looks like someone on there end pocketed/stole 98 dollars from my account

Business

Response:

August

22, 2014

Review: yes I purchased a phone on july 17, 2014, I start having problems out of my phone last week. THe problem with it is that I could not get it to shut off, so I took the battery out and restarted it, so today august 13, 2014, I was at the movies and needed to shut it down and it would not go off so I decided to take it to a cricket store, and told him what the problem was, he told me I needed to take it back where I purchased it from and the could swap it out because I should not have to take the battery out each time to turn it off. So I went to the store and told the girl what was going on, she checked my phone and told me that I would have to send it back to customer service because they had a 7 day return policy which they did not tell me about, she printed out my receipt at the time of purchase and yes there it was at the bottom of the page. I don't think that is right because they did not specify that was the policy, yes I know you should read fine print but its not right that my phone is only almost a month old and they would not help me, so I came home and called customer service they want give me a phone without a deposit, and not only that they want to give me a refrubrished phone my phone is brand new, I should not have to pay anything unless I damaged the phone and have to go through a insurance claim, so i'm asking is there anything that I can do, I feel like if their phones are only warranted for 7 days, there is something wrong with their phones, how can they say your phone will break in 7 days, also the only way they would take it back is it would have to not be activated, water damage free in the same packaging and look as if it was brand new so if thats the case I should have never opened it because how would I know if it even worked, so can Revdex.com help me very disappointed customer, all I wanted was them to replace or fix my phone.[redacted]Desired Settlement: I would like a new phone without paying a deposit because I did not break the phone it is manufactured defected. also I did not buy it refurbrised, so I should not have to settle for a refrubrished phone. If I had broke the phone yes file a claim through insurance, and pay my deductible I can understand that.

Business

Response:

August 26, 2014

Review: went to the store to make a payment and was told by [redacted], a store representative, that cricket wont allow me to make a payment for my service unless I bought a new phone and pay for first month of service and activation fees, the representative went on to tell me that past this month my service would be disconnected unless I changes the phone and services at that time, I ended up getting a less quality phone than the one I had before now I was charged over 110.00 to purchase the new phone and switch over the new network they started I am very unsatisfied with the service and the quality of phone they gave me and I was never notified before by cricket of any changes being made to their service at allDesired Settlement: I want a full refund for the cost of the new phone a free month of service and a phone of comparable features or better as my old phone since it has features that meet my handicap needs with my vision

Business

Response:

September

30, 2014

Revdex.com

Review: I purchased a samsung galaxy 4 one year ago for $600 from Cricket wireless. Well actually I ended up buying it for twice that much due to the fact that when I signed up I was not verbally told if I didn't pay the phone off in one months time than the cost would be double. When I asked about it I was told it was written in my 20 page contract somewhere. Now I find out that cricket merged with At&t a few months ago and anyone who purchased a phone from them before the merge is considered "in the old network" and will have to buy a new phone by March 2014. They will let you trade in your old phone and give you a tiny fraction of what you paid for it towards the purchase of another phone. So even though my phone is only a year old...I will have to pay several hundred dollars for another phone! I called the cricket headquarters to confirm what I was told in the store and sure enough its true. I asked exactly when they were planning to let their customers know of this change and was told they were in the process of sending out letters. They are right out stealing from their customers!I will not be purchasing another phone from them needless to say! I cannot believe they can get away with this. Why should the customers be punished for the company merging. If the "old" phones are not compatible with the new service than they should be replaced at no charge, or at least phones purchased within the past year or two. I will be switching networks before March. I will not do service with a company that steals from their clients.Desired Settlement: I think its only right that the company either replace my phone with the same type of phone that will work in the new network at no cost to me. Or refund me all or some of the money I paid them for the phone including the insurance I have been paying for every month which now is pointless.

Business

Response:

November 19, 2014Revdex.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] in regards to her Cricket CDMA device not being compatible with Cricket’s new GSM network. In her complaint, Ms. [redacted] claims she was not told about the merger and purchased a CDMA device a year ago. Ms. [redacted] would like Cricket to replace her CDMA device with a device compatible with the new GSM network or a refund for the device and her insurance premiums.

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

On July 12 2013, it was announced publicly that AT&T intended to purchase Leap Wireless International (Cricket). The transaction was subject to review by the Federal Communications Commission (FCC) and the Department of Justice (DOJ) as well as other routine closing conditions. Until the transaction was approved and filings complete on March 13, 2014 we remained competitors with AT&T. Upon completion of the acquisition, we notified our customers of the upcoming changes and although the financial transaction for our merger is complete, we still have a lot of work to do in order to combine our brands. We will be upgrading our CDMA network to a 4G LTE GSM network and expect to stop offering CDMA wireless service in most areas as early as March 2015.

As a current Cricket customer, there is nothing that Ms. [redacted] needs to do right now. Ms. [redacted]’ phone and phone number will continue to work and her monthly rates will remain the same. We are unable to provide a replacement phone that is compatible with Cricket’s new GSM network. There will be ongoing promotions, incentives and phone trade-in options for Ms. [redacted] if she chooses to activate service on Cricket’s new network. We ask that she visit the nearest Cricket store for additional information.

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

Regards,

Corporate Customer Relations

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.

[First off it would be nice if I was called by MY name instead of by multiple other people's names in one letter! Its clear the company sent is some kind of automatic response and my complaint was not taken seriously. I do not feel that I should have to purchase another phone when I just purchased my current one a year ago. I've also been paying insurance this past year and was told that I couldn't use that as a deductible to replace my phone for one in the current network so what was the point in paying for insurance all this time? My phone should be replaced for one in the "current network" at no charge or by using my insurance deductible . I should not have to pay for another phone. And stating that I can trade my "old" one in for payment towards another one is not acceptable considering the trade in value is less than $100 and a new one cost over $500.

Regards,

Review: I purchased a stylus for $17.99 for touch screen cell phones and laptops. The saleswoman at [redacted] in Las Cruces, NM was emphatic that both ends were touch screen functioning (large end for large print and small end for small print}. I discovered the small end was an ink pen. I returned the pen to get my money back. I bought a $12.99 stylus because the same woman said that stylus would work on cell phones and laptop computers. The store returned the difference between 17.99 and 12.99. I specifically asked her to confirm it worked on laptops. She confirmed; but it didn't work on my touch screen laptop. I returned to the store and requested my money back when I returned the stylus. Both the saleswoman and the assistant manager told me they could not refund my money. They said I must buy something else. I don't want something else - especially after they misled me about my purchase. I believe they should return my full money payment. [redacted]Desired Settlement: I would like my full refund of $12.99 plus tax. I would like compensation for my three trips to the Cricket store. Since we are being forced to upgrade to new phones {Cricket was bought out by AT&T and our own phones won't work after March 2015}, I will take one free month of service in addition to my refund. [redacted]

Business

Response:

November 26, 2014Revdex.com

Review: I purchased two phones from an authorized Cricket deals with the promise to get a rebate of 100.00 dollars. I have called every week and today I have received a decline rebate letter. I was told on the phone by the main cricket number that I as lied to by their own sales person (calls are recorded) and that I am not receiving my money. The sales person filled out the rebate forms for me and told me I would pay nothing. This is false advertisement. I need my 100.00 dollars I was told I would have when I purchased the phones.Desired Settlement: I would like my $100.00 rebate.

Review: This is a continuation of Complaint# [redacted].We continue to have issues with Cricket.05/06/13: Account suspended on 05/03 for non-payment. Payment made online 05/02. Per [redacted], our rep, "the payment issue seems to be a security feature in their system" Our account and the amount due seems too high for them and for some reason, their system is not processing our payment as it should. Tried making another payment online while [redacted] was online, "Payment was being processed" same as 05/02.[redacted] would check with corp, until then our phones remained suspended. 05/07/13: No one from Cricket called. Contacted [redacted], he will check. 05/08/13: [redacted] confirmed that payment has been processed by corporate. We received confirmation via text: Conf# [redacted] posted 05/08/13. 05/09/13: [redacted] called letting us know that if we have any further questions, call [redacted]. We did not call as we were under the impression that the issue has been resolved.05/13/13: Our account was suspended AGAIN. [redacted] said to call [redacted] w/ [redacted], who processes Cricket payments. Was told by [redacted] that we ARE REQUIRED TO SUBMIT A COPY OF OUR CREDIT CARD PAYMENT WITHIN 4 HOURS of the online payment so they can verify authenticity of credit card. WE WERE NEVER ADVISED THAT THIS WAS REQUIRED. THIS IS A VIOLATION OF PAYMENT CARD INDUSTRY DATA SECURITY STANDARDS. This is not the first time our account has been suspended when we've already made a payment. THIS DISRUPTS OUR BUSINESS AND OUR MEANS OF COMMUNICATING WITH OUR TECHNICIANS DURING THE DAY WHILE THEY ARE ON THE ROAD. OUR TECHNICIANS HAVE HAD TO USE THEIR OWN PERSONAL CELL PHONES DUE TO THE ISSUES WITH CRICKET.Desired Settlement: Our company remains without cell service as of 3:11 pm today, Monday, May 13th due to this issue and neither Cricket nor [redacted] will take responsiblity for what happened nor can they offer a solution.

Business

Response:

May

20, 2013

Review: I have paid only 2 bills on both payments I had the exact same issue,I set up my account through my back acc so they can send the checks automatically to be thereon the 17th of each month, my bill is due on the 21st, 1st payment made to Cricket with check #[redacted] for 65.50 cleared my bank account on 04-22 my wife phone service was disconnected on 4-29 7 days after payment cleared my account, they had the money but yet disconnected my service, I talked to someone & she advised me to email and fax over the supporting docs to the payment research center with my ph #[redacted] and acc #[redacted], after a bit of argument finally they restored my service, I never heard from them again on this issue, until they disconnect my service again on 5-23, I was in [redacted] on a work trip, my wife was left alone with my 3 kids and service was disconnected payment was mailed by my bank around the 14th to be received by them on the 17th, for 65.50 check# [redacted] by the time I call to fix the issue check did not cleared my acc yet, this was early morning on the 23rd, they advise me to follow same steps which I did from [redacted], lady advise me to fax everything within 24 hrs I asked for 48 because I was in [redacted] not at home, she said she could not so I manage my self to get it done from [redacted] and fax them the info, the next day I notice check had cleared my account and since I did not heard back from them until this morning I thought everything was ok, but this morning my wife service got disconnected again, I called Cricket and they said proof was never received, however no one notified me of this and the proof of my fax is somewhere , that honestly can not find, the only option they gave me is to miss work drive 2 hrs back and forward to the nearest corporate office to me, and give them a copy of the check so they can open another research on this! they can call [redacted] and confirm, I can fax or email for them to verify, but they are refusing to do it, technology company unable to use it??Desired Settlement: I need my ph service restored immediatelly, I need credit for my time efforts and headaches

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 complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states that he makes his monthly payment via his checking account each month. He states that his Cricket bill is due each month on the 21st, so his bank sends a check to Cricket on the 17th automatically. Mr. [redacted] states that his service was interrupted on April 29, 2013. He called Cricket to inquire about the service interruption and was told that he would need to fax proof of payment and his payment will be researched, in the meantime his service was restored. He states that his service was interrupted again on May 23, 2013 although his payment was sent May 14, 2013. Mr. [redacted] called again to inquire about his service interruption and was asked to fax proof of payment within 24 hours. He states that he was out of town but was able to fax the supporting documents. Mr. [redacted] states that the service was interrupted again on May 30, 2013. He states that he called Cricket and was informed that his supporting documents weren’t received, but he did not receive any notification of this. Mr. [redacted] asks that Cricket restore his service immediately and be provided with a credit for the time and effort this has cost him.

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.

In reviewing Mr. [redacted]’s account, we were able to determine that his payments were being posted to the wrong account. The Cricket account number written on the mailed payments was not Mr. [redacted]’s current account number. We spoke to Mr. [redacted] on June 6, 2013 and advised him of this. He stated that he would not be using online banking in the future because of the trouble that it caused. Mr. [redacted] stated that he intends to enroll in Automatic Bill Pay with Cricket to ensure that he doesn’t have any service interruptions in the future.

We were able to successfully transfer two misapplied payments from Mr. [redacted]’s disconnected account to his current account. We also applied a $25.00 courtesy credit to his Cricket account, for the inconvenience that he experienced. We advised Mr. [redacted] that he will not have a payment due until July.

We thank Mr. [redacted] for his communication and his feedback will be forwarded to the appropriate departments for additional follow up, training and development.

Cricket values Mr. [redacted]’s continued business and we trust that this explanation 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 found Mr.* on [redacted]. He wanted to trade me for my iphone 5c for his galaxy 3. I went to the store inside of foodtown named [redacted]. I waited for about an hr before he actually came to the store, where he first gave me a phone that didnt work. Then gave me another galaxy 3 that we agreed he would activate for $55. I gave him the money and waited another 45 mins while he tried to activated but failed. He then told me that he was not the person that was trading with me and that now I should wait on the guy who own's the phone. After an hour another guy came with a white galaxy 3, already activated and Mr.[redacted] still had my $55 I previously paid. I was then told by Mr.* and the other guy that my phone was already paid for the month and to come to him for next months payment. My phone was on for 10 days before it was turned off.I then found out that my number was actually switched to the (original owner's) new phone only because the phone that was traded to me was stolen from her and she switched her number to her new phone. I told Mr. * and he told me to meet him at the store only to tell me that I needed to pay another $55 plus $25 activation fee for new service. I left my phone over night and came to pick up the next evening only to discover that the phone was still off and the other guy was unavailable to talk to and Mr.* refuse to refund me ANY or my money that I paid to HIM. So I was sold a stolen phone and my money was taken.Desired Settlement: I would like,at the least, my $55 refunded back to me or my phone activate with out paying another dime to ANYONE.

Business

Response:

December 5, 2013

Review: I purchased a phone thru [redacted] powered by Cricket. I have had several problems with the phone. I returned it to [redacted] they replaced it. When they tried to activate the new phone Cricket locked my account . This was on May 7,2014. They told me (Cricket) that it would take 24 to 72 hours to unlock my account. It is now may 12, 2014 and I still don't have service and no one seems to know why. My bill is up to date.Desired Settlement: If this matter can not be resolved I want a full refund on my phone and a refund of the money I paid for this service as I'm already 5 days without service.