Cricket Communications Inc

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: 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 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: 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 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: 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: 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: 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: 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:

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 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: 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: 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: 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 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: 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 went into a cricket store to upgrade my daughters phone. I was told by the rep. that cricket had been purchased by aio wireless and that my galaxy s4 would no longer work after September 1. I was told by the rep that I could get 120 trade in for my phone but after the galaxy S5 came out I would get nothing for my phone. He talked me into getting a galaxy express stating that it was the same as my s4 just with a smaller screen. He told me to try it out for a few days and that if I did not like it I could return it within 7 days and get my phone back. I inquired about the s5 and was told that it would have a $900 price tag. I went back to the store on Wednesday june 11. I was going to return the phone and get my phone back because of course the express is not comparable to the s4. I was told that my phone was already gone but if I waited a week I could buy the s5 for 599. I called cricket/aio wireless in order to verify and was told that my s4 would survived the transition and that I did not need to purchase a new phone. when I told the representative what had happened and where I was told that even though the store has a cricket sign and only sells cricket products that it is not a cricket store. That I needed to talk to corporate because they have no authority over the stores. Until this point I cannot get anyone from cricket/aio wireless to return my call. I am being advised to cancel my service if I am unhappy but I have already spent 100 dollars on service and over $500 on new phones not to mention the phone that I lost because they sent my galaxy off before the 7 day return period. These people lie and scam in order to get a sale and are not held accountable. so right now I am going back and forth with the store and customer service each saying to take it up with the other party and getting no satisfaction.Desired Settlement: I would like to return the phone that I have and receive a credit for the money I have paid or I would like my galaxy returned to me.

Business

Response:

July 7, 2014

Review: I called customer service for support because my device was not working properly. They where unable to get it fixed over the phone. I went to the store and they could not repair it. I was advised to call customer service and talk to warranty. I called and was on hold for 3 hours and they hung up on me. I called the next day was on hold the agent was nice to go ahead and take care of the situation and assured me she was going to take care of it and call me back. 4 hours later she called and emailed me a response and basically instruction on how to send my phone and the label. I was not to happy that she called back at 11:30 pm a bit late for calling back. She was the only person willing to help me and actually gave me a solution. I send my phone out according to her once they receive it it takes 5 business days. It has been more than 5 business days. Since I have no phone I did the online chat with customer service they where unable to give me information or help me I would have to call I explained I have no phone so she advised me to either call or go into a store. I went to the store and they told me no they can't help handed me a phone to call their customer service. Again was on hold and the agent was unable to transfer me to warranty.Desired Settlement: I would like a refund of the month that I had already paid for phone service that currently is not being used.

Business

Response:

TO: [redacted]

Review: I purchased the new [redacted] phone for $299.00 plus tax in February 2013, unfortunately the phone had some issues such as: 1. The screen blacks out continuously. Therefore I am unable to make any business call that requires entrance of numbers. The screen goes blank before you get a chance to enter a number i.e. a zip code, phone number etc; and it takes several seconds before it lights up again (this is ongoing for the duration of every call.)2. Also the phone will randomly dial contacts without touching it. 3. I'm unable to utilize caller ID because the screen will not stay lit long enough to view the screen for incoming calls.4. There are other issues as well.I filed two claims since I purchased the phone in February,2013 and both were replaced with new phones that was the same model. I am now using the third phone and unfortunately I'm experiencing the same problems with this phone. Today I contacted both Cricket and [redacted] (the insurance claims department for Cricket);I explained that the phone must have a defect within the structure of the phone. I asked If I could have a refund; and both refused, but offered to send another phone(same model) after I pay a $10.00 shipping fee (claim id [redacted]). I must mention that [redacted] once attempted to replace the "[redacted]" phone with an "Engage" which is a down grade from the [redacted] and the price difference was $100.00 less, therefore I refused, considering that the problem existed when I bought the first phone. I am very disappointed with Cricket's customer service and I am now seeking a new wireless carrier, however I need the refund to purchase another phone.Desired Settlement: I would like a complete refund from Cricket for a defective phone that was sold to me in February 2013; which has been replace twice and now the third phone is also defective. I need a reliable wireless phone for both personal and business calls. However, cannot afford to buy another phone, without first receiving a refund for the damaged phone that was sold to me by Cricket.

Business

Response:

July 17, 2013

Review: cricket staff is not trained to help people with products they sell to consumers. They should have a trained person to be able to assist customers without having them be frustrated. My phone cost me $569.13 and I think I should be able to get assistance or a place than can help. I got the run around by staff at mccain cricket located by kroger, party city, american pie. I was told by [redacted] at cricket to buy a sd card at walmart. I tried it did not work. I had to take back after samsung representative at best buy mccain assisted me. He told me the rate of sd card my phone needed. [redacted] from cricket did not have the right info. to give to consumers to help them. I was given the number ###-###-####(esecuritel). He then sent me to cricket ###-###-####. She then sent me to Securitel -###-###-####. This is a warranty claim for a product that is less than one year old. purchased on 10/29/2013. [redacted] stated that my phone would not do system updates, force closes, and new sd card would not work. So, she felt there was internal problems and I needed to return. I called ###-###-#### on 6/13/14 and 6/15/14 and left a message to have a call back. I never received a call back on neither of the days. I believe the staff should be trained with information to assist the consumer. I also wrote corporate regarding this problem at: [redacted] s. fiddlers [redacted] circle, [redacted]wood village, co 80111 Of course, no response and I did put my home number on letter.Desired Settlement: I would like some training done for that store and others. I also would like a location to be given to cricket ...mccain blvd, nlr, ar to assist consumers with questions and repair in person and not on phone. They took my $569.13 but they can't find noone to help me with trouble shooting. I think this is bad service and business for anyone that purchase products. I didn't buy from best buy but I had to go to best buy to get help.

Business

Response:

July 3, 2014