Cricket Communications Inc

Review: Cricket Wireless advertised continuously for a $50 refund for upgrading your phone to 4G as a result of [redacted] buying Cricket Wireless. However, my friend and I both experienced Cricket sending us rejection postcards saying the $50 refund was outside of the advertised campaign which is totally bogus. We both had to call our local offices in Illinois and then call Cricket's 800 number to speak to someone about rebates. My Cricket rep said "your Schaumburg, IL office filled out the wrong rebate form." When I called the Schaumburg Cricket store to inquire about this, the store manager said "I printed out those rebate forms myself and they were the right forms!" At Cricket's rebate customer service number, they said they will resubmit it with the right rebate forms. With this happening to both of us at different stores, it appears Cricket is trying to get away not paying the $50 rebate. Please don't let Cricket know I sent this inquiry to you or less they will make life difficult for me at this time as I am unemployed.Desired Settlement: Please call Cricket and communicate to them you are getting complaints about their upgrade to 4G, $50 rebate program that they are sending bogus rejection letters to Cricket customers saying "rebate denied" for this or that reason. And, these reasons are bogus and it is showing strong signs Cricket is looking to save money by x-number of customers forgetting about their rebate or too tired to call customer service to get this squared away as Cricket is notorious for their feeble cust. serv. dep.

Business

Response:

December 2, 2014Revdex.com

Review: Cricket sales person sold me an unlimited plan. Explained to me unlimited- minutes, text, Internet, pictures, unlimited everything that's why I purchased plan. Since I have had plan. My payment has changed 5 times from $32,- $42, $37, $42, now $37.05...cricket told me if I set up automatic payment my plan is $5.00 off per month.. Then cricket sent me a text raised a dollar on my plan. Then they ran auto-pay. Then Charged me same amount with no $5.00 discount as promised. Terrible customer service that doesn't listen to anything customer says, hold times are ridiculous. Cricket texts me every other day telling me my my plans time is running out. Just paid my bill may 3rd, 2013, 5 days ahead still getting texts from cricket.Desired Settlement: Need to know what my bill amount is every month with autopay with$5.00 discount. Send me my original paperwork when I signed up for cricket. Customer service to quit wasting my time!![redacted]

Business

Response:

May 9, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted]. In his complaint, Mr. [redacted] states that since he

signed up with Cricket his bill has changed every month. Mr. [redacted] also states

that he set up automatic bill pay which comes with a $5.00 discount. Mr. [redacted]

was charged his monthly bill with and states the $5.00 discount was not

reflected. Mr. [redacted] also states that he has had a very bad experience with

customer service. Mr. [redacted] requests three months of free service for his

inconvenience.

We apologize to Mr. [redacted] for any

inconvenience or poor service he felt he received.

We spoke with Mr. [redacted] on May 9, 2013 to

discuss his complaint. We informed Mr. [redacted] that the auto bill pay was added to

his account on February 08, 2013 and the discount associated with that feature

started reflecting on March 08, 2013. A credit of $5.00 was given on May 02,

2013 to adjust for the month that the auto bill pay discount did not reflect.

At this time we are unable to fulfill Mr. [redacted]’s request for three months of

service credit towards his account, however a credit of $38.05 was applied to

Mr. [redacted]’s account for the inconvenience he experienced.

We thank Mr. [redacted] for his communication and

we trust that this action resolves his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: The Cricket Cell Phone Company charges me an additional $4.00 service fee when I go to a Cricket location in person to pay my cell phone bill with cash. I have to pay them four extra additional dollars. Is this even legal?Desired Settlement: I would like to see this service fee permanently eliminated

Business

Response:

August

18, 2014

Review: After going to a local B&M store and then calling their toll free # they were unable to provide basic support. I proceeded to cancel the phone line, after asking, was informed that they do not refund the unused portion monthly service that was prepaid. So 18 days remaining are lost.Desired Settlement: Requesting for remaining portion of the prepaid amount to be prorated and refunded.

Business

Response:

August

19, 2014.

Revdex.com

Review: I made a payment to cricket. they said at first they did not receive a payment, and ask for a copy of my bank statement to prove I make the payment. I fax that off and called the next day they said that the money was declined and sent back to my bank so I called my bank they said they have not received anything. so I called cricket back that day the supervisor was very rude and hang up on me. the next supervisor said they sent it back. I called today and they are saying to talk to my bank my bank dose not have it. I am with out a phone so if the school call about my girls I will not know. I just want my money back.Desired Settlement: 94.00

Business

Response:

January 30, 2014

Review: They only want to give me $65 for my galaxy s3... u can't even buy a regular phone for$65Desired Settlement: I want the galaxy s4 for the trade in value of my s3. There's no way possible that my phone is only worth$65. There's no physical damage to my phone what so ever, cricket is falsely advertising their triple trade I'm value.

Business

Response:

April 29, 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 is only willing to give him $65.00 towards a trade-in for his Samsung Galaxy S3 phone. Mr. [redacted] believes that Cricket is falsely advertising their triple trade-in value program.

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.

Mr. [redacted]’s complaint was forwarded to an [redacted] in his area for review. This manager has confirmed that the trade-in value for the Samsung Galaxy S3 if $65.00. Per Cricket’s Trade-Up promotion, Mr. [redacted] would receive triple ($195.00) the trade in value towards the purchase of a new Samsung Galaxy S4. The trade-in value cannot be changed, and Mr. [redacted] has the option to receive the promotion based on the quote that was provided to him. If Mr. [redacted] has any additional questions or concerns, he may contact [redacted] or visit his nearest Cricket store.

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: from the start I didnt really have any issues with them since I had to deal with this whole merger thing. I tried to add my mom to my plan and port here number to cricket from her old provider. but while in the process the sales associate didnt understand a word I said and what he did is sync my wifes number to her phones. by the we figured it out is when my mom paid and she paid with her debit card. so I told the associate that he needs to fix the problem and he told me that he reversed everything. but it shoews that we got double charged so we just want to get that fixed.Desired Settlement: we just want our refund of $137.00 to my moms account

Business

Response:

August 12, 2014

Revdex.com

Review: I filed a payment research on Dec 15th 2013 for $150.00. I was told to fax in or email a copy of my bank statement which I did three times within a 4 day period. I was told it was never received by the company and if I wanted to get my service back I would have to psy another $150.00 or I would have to get into a cooperate store. I am disabled and was unable to do so until dec 30th 2013. I took in a copy to of my bank statement to the store and the manager took a copy and turn my services,back on. I was told nit to worry and everything would be taken care of. To this day the company is still trying to charge me for a month I have already proved I have paid. WhenDesired Settlement: When I called cricket back I was told I needed to go bck to a store. I have already been told by the nm Revdex.com that not having a system in place to assist a disabled customer who cannot get into a store is disability discrimination. I want my account credited for what I have already payed.

Business

Response:

January 16, 2014

Review: This is a complaint about hostile rebate practices. Cricket promised a $50 rebate with the purchase of the phone, and I bought 4 (for a total of $200 in rebates). However, they did not allow the rebate to be sent in until after the first service renewal. When I went to send in the rebate, they required the original box (now long since thrown away) and the date of service start (not recorded, because they didn't tell us to record it). This is all the more frustrating, because they have all this information already in their records. They know the imei numbers and MSN numbers, as well as the service dates, because I purchased the phone from them. This would be understandable if they were not the people who sold, shipped, billed, and processed the phone - but it is just wrong. That promised $200 in rebate was a major part of my decision to go with Cricket Wireless, and I feel like I was taken advantage of.Desired Settlement: 1st, I would like for the company to include a notice about the terms of the rebate in the shipment of the phone, so I would know not to throw the little box away. 2nd, I would like to either receive the promised $200 in the mail, the info required to process the #$%^& paperwork to claim the money in the mail, or preferable just get a credit towards my phone bill for the amount of $200.

Business

Response:

September

26, 2014

Revdex.com

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: To whom it may concern my name is [redacted] I have been a loyal customer to cricket last month I notice my bank account had been over draft when I investigated it with the bank they inform me that [redacted] cricket had been automated with drawing $62.00 ever month out of my account I called the number on my statement which was cricket [redacted] and they ask me for my cell number which is [redacted] and they said they dont see any where on the account where they had been with drawing $62.00 I explain to them that it is on my bank statement they ask me for my bank card number and that is when they found a fraudelant account they agent ask me did I have a number ending in [redacted] I told them no they than said they would have to investigate and it take 30 days in the mean time I disputed the charges which my bank and they informed me that the company had been taking this money out of my accounnt since 07/2011 I know that may have been stupid that I did not catch it before than.the bank sent me a letter stating that they found that I did not authorize the payments and they said they only can give me back my money for 60 days.I call [redacted] cricket on the 06/21 which was the 31st day and spoke to a arthur in special accounts he informed me that they are not giving me my money back because it has been over a year since this has been going on and I should of paid attention to my bank account and I need to get the money back from the bank and they are deni my claim .This company has commented fraud and they have been stealing my money out of my bank account going on 2 years .If they would have not over drawn my account I still would of not known this was happening someone in that company took my bank card number and created another account and been paying someone else bill with my money [redacted] cricket will not release the account number or phone number to this account I have all the bank statement where they have been taking out the money and if you need anything else please contact me thank you for any helpDesired Settlement: I would like a check for the amount that was stolen from me

Business

Response:

July 8, 2013

Review: Account Number: [redacted]

Today I went to cricket to open a new line on my account. I was informed that cricket has recently been bought out by AT&T. I was told that I would have to replace my existing cricket phone by March of 2015 in order to keep using my cricket service on the "new network".

The issue:

I had to pay for a new cricket phone, price of $29.99 plus tax and I had to pay an additional $25 dollars to have it transferred to the "new network".

I own a perfectly good phone that I bought with the intent to use on crickets service. I have already paid my $29.99 plus tax. I already pay for a service that works just fine, and I have already activated this device. Why am I paying an additional $25 dollar fee to transfer to the "new network"?

It is not the customers fault that cricket was sold to another carrier, therefore the cost shouldn't be off set via the consumer. Especially if you are an existing paying customer.

I have no intent on canceling my service with cricket. I want my service, but I shouldn't to pay an increased cost. It is not a valid argument saying "if you don't want the service, then nobody is forcing you to buy it." I already paid for the service. I never signed a contract that said hidden fees were going to come up, E.g. a new phone that uses a sim card and a $25 dollar transfer fee.Desired Settlement: I want a full refund for my new device I had to purchase in order to use on this so called new network of $29.99 plus tax and I want a full refund for the $25 "transfer fee". This can be added to my account as a credit for next months bill.

Business

Response:

September

26, 2014

Revdex.com

Review: I can not recall the exact date of purchase but a bout 6 months ago I upgraded my phone to a 4g lte phone. Cricket Wireless was a 3g company then but stated that soon they will have 4g service on phones that are 4g compatible. The phone I upgraded to is 4g compatible I know this because many cricket representatives have explain this to me and because when I turn on my phone 4g lte flashes across the screen. I was told at the point of purchase and several times after purchase that once cricket launch 4g, that I would not have to purchase anything and that my phone will automatically have 4g service. Well Once nationwide 4g service launch at cricket my phone did not and still does not have 4g service in chicago or anywhere. Days before the launch I spoke with a rep in person who verified my device and stated again that I do not have to upgrade or purchase anything to get 4g coverage once they launch it. I believe the 4g coverage was launch on May 18, 2014. I went back to the same corporate store days after the launch and was told again that I would not have to do nothing to get 4g coverage he also added that I would have to purchase a 10.00 4g sim card inwhich I was agreeable with but that those cards were not ready yet. So May 24th I went to a local cricket store with my device and the rep restated that I need a 4g sim card for 10.00 he also stated that the are not sold at this particular store but directed me to a cricket store that is selling them. I went to that store and the rep stated that the 4g sim cards will not work for my cell phone. Once again the thought of 4g was gone because I was either lied to all of this time or because of pure ignorance in either event the only reason I upgraded my phone was to get 4g coverage and now I am told that I have to purchase a new cell phone to get it. Reps for cricket gave me the option to sell my phone back but I refused when I found out that I would only get a 15.00 credit. On May 28th I attempted again to resolove this issues with a rep.Desired Settlement: I would like to get a refund so that I can get a comparable phone similar to mine or an exchange to a phone that picks up the 4g coverage they call it a GSM phone at not addition cost to me, this phone must also be comparable to my current phone or better. If it is a refund I am expect 200.00 which is the amount I paid for the phone.

Business

Response:

June 11, 2014

Review: Bought two phones, two cases on June 20, 2013 and paid a total of $315.59. Did not get service in or outside of our home. Returned phones July 14th (withing 30 day period) was told the total amount we could be refunded was $103 - restocking fees, no original wrappers cases, etc. ( However, our salesman took our cases out of their wrappers, placed them on the phones and threw the wrapping away knowing full well we would need that wrapping for a refund.) Not happy about it but said okay. Our original payment was on a debit card but we were told Cricket was not equipped to refund on debit; we would have to take cash. Fine, except we were then told they didn't have that amount in the register just yet and to come back later. We got busy and didn't return again until July 18 and was told we'd have to come back that Sunday when our original salesman was there. We returned that Sunday only to be told he couldn't refund us because it was now 31 days, and we only had a 30 day return policy. The salesman called the owner who said they could send a tech to the house, but couldn't tell us what good that would do. The gentleman then said "I TOLD you to come back later that day!" I have faxed and mailed Cricket and haven't heard from them. I feel I'm entitled to my refund since we were there in the allotted time but they could not provide either the service or the refund. The attitude that we could just come back when told was pretty annoying too.Desired Settlement: I would like the $103 dollars for the phones and the $24.99, $29.99, and $11 for the cases and screen protector we were not allowed to return because we didn't have original wrappers.

Business

Response:

September 19, 2013

Review: went to independent cricket store man promised me two phones for 750 dollars on a payment plan for 157 deposit and 157 a month till the 750 dollar amount was pd off now I have a company named [redacted] sending me emails telling me I did not pay off in 90 days and I owe them 1200 dollars for the phones I have pd over 750 dollars for already now I have to send them the phones back with no refund of my money this is just rediculous and I refuse to pay what will be over two thousand dollars for two phone I could have gotten for free if I went to another carrier and signed a contract iam very upset with cricket for allowing a representative of their company to treat people like this I went to crickets corporate store and complained about this and they have done nothing to make sure this doesnt happen to other people or to satisfy my displeasureDesired Settlement: I would like my account cleared as pd and would like my money refunded who ever heard of leasing a phone for 180 dollars a month that is complete and total ridiculousness very dissatisfied

Business

Response:

April 2, 2014

Review: Went to an Authorized Cricket store to port my number and start service. That store had issues so they sent me to another store about 2 miles away. That store had issues and we (Cricket and I) were on the phone with customer service for about 2 hours. At that time they stated Cricket had an issue with their system and I would need to come back tomorrow. I returned and we went through everything another 2 hours. They stated one phone would be ready, done with port at 7:49PM, the other around 8:20PM at 8PM both phone lost connectivity and could not dial. I called Cricket and they stated that it would be 12 hours before I could call, the porting was not complete. 9AM next morning still nothing, I called Cricket they had no idea what to do, I called Verizon Global support and even visited a Verizon store, they were the old provider, they could not help. I returned to the Cricket store they could not help. I went to ATT and within 30 minutes I ported my numbers to ATT and my phones were up and running. Cricket never could give me any service, they could not activate any of my lines. I called them 4 times, I called Verizon, I visited the Cricket authorized store 4 times. Nothing would work so I had to go to another provider to get my phones working again.Desired Settlement: I am looking for a full refund on these two accounts, the first is $77.44 and the second is $87.44 for a total of $164.88. Cricket just wants to refund the SIM costs of $9.99 each and the activation fee of $25.00 each or $69.98. They refuse to refund the 1st month service of $45 and $50, total $95.

Business

Response:

November 25, 2014Revdex.com

Review: I purchased a wireless telephone & monthly account from Cricket on 3/17/13. I could, within the first 24 hours of use, tell there were some problems with my phone; it was not working properly. I tried to return the phone to get another one, a refund or have it repaired AND WAS REFUSED ON ALL THREE OF THESE OPTIONS!! Since then I have encountered many mnay problems regarding this phone's malfunctioning: it cuts off calls in the middle, the setting for ringtone automatically switches off to a SILENT MODE and my voice mail doesn't work, for example!! I HAVE ATTEMPTED TO RETURN THE PHONE TO GET MY MONEY BACK, GET A NEW ONE OR HAVE IT FIXED AT ABOUT 10 REGIONAL CRICKET STORES SINCE MARCH OF 2013 AND (1) THE CUSTOMER SERVICE PEOPLE HAVE BEEN VERY RUDE AND UNHELPFUL, (2) THE MANAGER HAS REFUSED TO SHOW ME ANY CONSIDERATION ON THIS AND THE CORRESPONDING WIRELESS INTERNET DEVICE (CLEAR), (3) AT ONE OF THE STORES, THERE WAS LOUD NOISE AND DISTRACTIONS, (4) THE PROBLEMS WITH THE PHONE HAVE GOTTEN WORSE,(5) I CANNOT USE MY PHONE NOW FOR REGULAR CALLS, (6) THE VOICE MAIL SYSTEM DOESN'T WORK AT ALL NOW. THIS HAS INFURIATED ME AND IT WOULD SEEM THAT THIS COMPANY'S ACTIONS ARE FRAUDULENT, IRRESPONSIBLE AND VERY UNPROFESSIONAL TO ME!! Now I am stuck without a phone to use and cannot use the number for this phone so I'm inconvenienced in many ways by this awful service!!!Desired Settlement: Since I cannot use my phone number or phone device with this company for regular use, I have to go out and purchase another phone with another phone carrier. This would to me represent gross inconveniencing of the customer and I feel I am entitled to a refund of $1,050.00 plus I am considering taking futher action on this matter.

Business

Response:

Review: I can not remember or know some of the info you asked for, as I suffer from a TBI for nine years now. Memory loss if both short and long term. My mom can explain better for me, so from here out. she will tell you what happened. On the 28th of August at 6:09pm, my son got a warning text from Cricket saying he was would be cut off for making non person to person calls on his phone. He had no idea what they were. So I told him it meant a 3 way call. The problem was though, that the night before, actually 2:00 in the morning, my phone rang, waking me up. My son's room is right next door so I went in to check on him, after yelling why are you calling me. He was dead asleep. Out like a light. Phenobarbital anti seizure med, knocks him out. But I heard a guy and girl talk to each other, not hearing me. So when he got the text the next day, I called and explained it to the customer service person and he assured me my son would not get cut off. Lines may have crossed or trouble with towers. On the 5th of this month, they did cut him off. He, my neighbor, and myself called Cricket to explain what happened again and again, and they refused to help us. Some even being downright nasty. My son is brain injured, blind in one eye, prone to seizures and more, and only gets a little over $400 a month disability. He desperately needed and still needs a phone, and this was very wrong. It was a simple flip phone, and he has no idea how to even make a three way call. Then to top it off, they took the $27.38 out of his checking account, way too early. Not due till the 25th of this month. So he has to pay the whole amount when being cut off on the 5th? I am his caregiver and mother and I will not defend him when he is wrong, but in this case he is 100% right. How can they do this to a disabled person? One who NEEDS the phone, not just for pleasure. I know they record conversations, so they could or should check out the one where I called them about the problem. Thank you,Desired Settlement: I am back now and want a refund for the money they took out for this month, plus for the phone, since I can not use it anymore. It would be nice if they paid me the $79 too that I had to borrow to get a new phone and service from someplace else. I have no savings and no money left and have to pay this back. I do not want to sue to get rich, but my phone was really important and necessary for me to have. Especially for my mom and me in case of emergency.

Business

Response:

September 16, 2014

Review: Although my bill was paid before the actual date, it has been turned off twice due to non payment. First occurance took a day to fix. Three days later it was shut off again. That has been over three days ago. Despite repeated visits to my local cricket store and even talking to corporate customer service, there seems to be no solution. I also know of several cricket service users that have been experiencing the same thing. I don't recommend Cricket to anyone. I am going to go get a new phone and service provider on Sunday as it is my only day off.In short. Cricket sucks.Desired Settlement: Repay the amount of $69.00 that I paid for service in the month of June 2013. Lack of service has caused me to miss calls essential to my work that has cost me much more in lost revenue and wasted time.

Business

Response:

June 20, 2013

Review: I recently changed my service with Cricket. This change of service required I go into a store as it could not be done online. I went to my local store and changed service. I had to pay a total of $82 to change this service. I requested that it just be put on my bill. They said I had to pay this up front and it would show up on my bill later. Only $22 showed up on my account. A separate $60 charge never appeared. When I spoke to Cricket customer service...They said I should not have been charged the $60 charge and go back to the store for a refund. I returned to the store and they refused to credit the $60 charge. I then spoke to cricket customer service and they said they would credit my account. After 4 attempts and being told each time they would credit my account...The $60 credit has still not been done. I have spent hours and days of my time to get this corrected. At this point...It is not just the $60...But I want everyone to know how Cricket rips people off and gets away with it!!!!Desired Settlement: I would like my $60 credited to my account and an apology from the CEO of Cricket. I want to ensure the senior management knows what poor service his company gives their customers. Hopefully this will prevent this from happening to someone else.

Business

Response:

March 24, 2014