Cricket Communications Inc

Review: I have been having an issue back and forth since May with our data, it gets throttle by the next day after I pay my bill this has been going on for several months now, last month I spoke to a supervisor at their call center he said that they would give me a refund for the month of November to just go ahead and pay the month of october since this month he couldn't give me any type of credit since there was an open case for them to investigate why this keep happening. Well I checked my account and there is no such credit, when I called they said there was nothing written on the account that all it said was that I was requesting a refund since I wasn't able to use my phone according to what I paid and that they were not going to give me a credit since the previous supervisor forgot to put it in the notes.The only reason I paid October was because I was told I would get a refund for November since I was going to switch cell phone providers. The last supervisor I spoke her name was [redacted] and was very rude and unprofessional she seemed like she didn't care and at the end of our conversation all she said was well you do what you have to do and if you have such issues with us then might as well switch providers and she hung up. I am very upset at their customer service I thought since they got bought by at&t they were going to have better customer service. so now I'm once again stuck with no refund and my phone still being throttle from the internet. I demand a resolution of this problem I have given your company one too many chances to be treated this way.Desired Settlement: I want a refund for the month of October and for the and for every month that I've had an issue with and a credit for the Month of November as explained by the supervisor [redacted] which either then they're first names they don't give any other information, they say they are not allowed to disclose anything else.

Business

Response:

November 6, 2014

Review: I have been going through cricket for years now, and have activated many lines on my account. Today I call and I am going through the recording and following the commands. I select the option to add a line and the recording proceeds to say there is a fifteen dollar activation fee that was required at that time of activation, then gives you the option to pay with check or debit card. When I selected debit card it sent me to a customer service agent who proceeded to tell me that for a used non smart phone it would cost 21 dollars. I let them know that they had false advertisement and they did nothing to help the situation. I am tired of this service and the way they treat their customers, when I let them know about the recording they said I was the first to complain and that their technical support was going to be changing the recording. So then I hung up and recorded the recording of how they said it was 15 dollars.Desired Settlement: I just want them to be reprimanded for their false advertisement and their failure to make their customer happy. I would like for them to make the situation right, whatever that may entail. Maybe a free months of service something.

Business

Response:

June 18, 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 called Cricket’s automated system and selected the option to add a line. She states that the recording told her there is a $15.00 dollar activation fee that is required at the time of activation, and then gave her the option to pay with a check or debit card. She states that she selected debit card, and was then transferred to a customer service representative. The representative told her that it would cost $21.00 to activate the phone. Ms. [redacted] feels that Cricket falsely advertised a $15.00 activation fee. She is requesting that Cricket be reprimanded for false advertisement and requests a credit for a free month of service.

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.

All wireless activations include an activation fee for each new line of service. The fee amounts are $15.00-$30.00 depending on the activation and device type.

· A $15.00 activation fee applies to a new Cricket device that is added to an existing account during an Add-A-Line activation or for a device that is activating on Cricket’s network for the first time.

· A $20.00 activation fee applies to basic phones that have been already activated with Cricket in the past.

· A $30.00 activation fee applies to smartphones that have already been activated with Cricket in the past.

On June 9, 2013, Ms. [redacted] requested to activate a basic phone that had been previously activated on Cricket’s network. The appropriate activation fee for this type of activation is $20.00 plus tax. Ms. [redacted] informed Cricket of the $15.00 activation fee that was advertised on the automated message. We advised Ms. [redacted] that the advertisement does not state specifics. We advised Ms. [redacted] that we were unable to activate the device for $15.00. We offered Ms. [redacted] a $6.00 service credit for the misunderstanding, if she would agree to pay the activation fee of $21.00, the credit would offset the cost to be equivalent to the advertised price. Ms. [redacted] declined this offer and decided not to activate a second line of service.

We are unable to fulfill Ms. [redacted]’s request for a free month a service. Should she decide to add a line of service, we will honor our original offer to apply a $6.00 credit after the $21.00 activation fee has been collected. This will be notated on her Cricket account.

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

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: Paid Cricket Communications $62.41 on August 5, 2014 for number ending in [redacted] roeh ben israel from account ending in [redacted]. The confirmation number is [redacted].

Cricket communications still disconnect service to the cell phone.Desired Settlement: Every bill in our household is paid through USAA bill payer. Cricket is having problems accepting the check (which they cash) and applying it to the cell phone service. Cricket is trying to force customers to allow them to take funds from customers bank accounts. I am disabled and have automatic bill payer set up to take care of finances on my behalf. Cricket is making my life very difficult cutting off cell phone service even when they receive a check!

Business

Response:

September

12, 2014

Revdex.com

Review: My son purchased a cell phone to use due to his being damaged. The phone they sold him could not be activated. The staff refused a refund.

The phone my son purchased for $115 had a [redacted] on the face, but could not be programmed. He went back to get his money back but was told the owner had a strict no refund policy. I talked to an employee on the phone who told me the owner was not there, but the owner was the one that had sold my son the phone. When my son got there, the owner was not there, and the man I spoke to told my son that he had NEVER told me the owner sold him the phone. My son told me the guy there, was the one that had sold him the phone the day before. When I spoke to the employee, he assured me that he would have another phone of similar value to exchange. My son told me the phone he tried to exchange was an older model, thta we had found at another outlet for $25. I have never heard of a business that has such a strict no refund policy. Afterall, there product did not work. It was a 24 hour old transaction. Why wouldnt he do the right thing and simply refund the money. Irritation caused this complaint, but being called a liar by an irresponsible employee caused me to proceed and file this. Terrible customer service!!! If I had the ability, I would stand in front of this business with a sign warning anybody to stay away from this place.Desired Settlement: Take back the phone that will not allow re-programming, and refund our money. Simple as that. I told the employee that a person can legally return a car within 3 days and get a full refund under the law. Why would anyone do business with a company that doesnt care anything about customer service, doing the right thing, or at the very least standing behind their product.?

Business

Response:

June 12, 2013

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 purchase a cricket galaxy s 3 cellphone on3/19/13 for $499 with a $100 mail in rebate,which I mail off the same day .about a month later I received a letter from cricket saying I did not send the original recipet.I went back to the store where I brougth the phone and they printing out another recipet.which I mail off again.after a month or so I called cricket rebate center office to hear way I have not received my $100 rebate after 2 month? the woman on the phone told me that something must has happen with my recipet I explan that I send in two recipet and there no other recipet to send ! only what the store gave me.this is my crcicket account#[redacted] also cricket esn#[redacted] what ever that is ?Desired Settlement: I would like my $100 rebate

Business

Response:

September 4, 2013

Review: This complaint is about Cricket wireless They basically stole my $60 dollars an is saying they don't do refunds. I moved outside of the coverage area a year ago an my phone has been working fine, I got a text message from them saying my rates was going to change, I called to ask about it an the sales guy had no idea what he was talking about he had me even more confused about what it meant. I had always known my text an internet may not work, but I was never told I would not be able to get or make calls! The day I paid my bill $60.00 they turn off my phone an I can no longer make or get calls. I explained what happened to several managers an supervisors an they all basically told me I wasted my money an there's nothing they can do. They don't do refunds so I cant have my money back, I wont get service that I paid for. An I can buy a pay go phone an pay for activation an pay as I go. I will never use Cricket wireless again they have horrible customer service an is a rip off. Also the call center did not want to give me the number to the corporate office, one lady acted like she couldn't here me. An now when I call cricket I get a message saying no one can help me. I can no longer reach customer service.Desired Settlement: I WOULD LIKE MY MONEY BACK They should change there refund policy for things like this. It seams like they don't care as long as they get paid.

Business

Response:

June 11, 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 moved outside of Cricket’s coverage area a year ago. She states that her service has been working fine. She received a text message stating that her rates were going to change. Ms. [redacted] states that when she called Cricket, the customer service agent had no explanation for her. She states that she paid $60.00 for her bill and her account was disconnected the same day. Ms. [redacted] states that she would like a refund for her payment, but that Cricket refused to refund her. Ms. [redacted] states that she can no longer get through to customer service. She is requesting a refund for $60.00 since she will not be able to use the service.

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.

Cricket provides nationwide coverage to most areas; however we often partner with other wireless carriers to ensure that our customers have coverage across the United States. Ms. [redacted] moved to an area where we provide partner coverage. Cricket reserves the right to modify her service if more that 50% of her voice or data services are being used on a Partner network, as stated in our Terms and Conditions of Service,

[redacted] :

The primary use of your Device must be for domestic purposes within the Cricket-owned network. Cricket reserves the right, without notice, to deny, terminate, modify, disconnect or suspend service if more than 50% of your voice and/or data usage in on a Partner network. The display on your device may not always be on and will not indicate whether you are on a Partner network or roaming. Cricket may limit or terminate service if you no longer live and have a mailing address within a Cricket owned-network area.

To better understand Cricket’s coverage area, we encourage Ms. [redacted] to view the coverage map on our website, [redacted].

Per Cricket’s Terms and Conditions of Service, monthly service charges are non-refundable even if service is terminated or modified before Ms. [redacted]’ billing cycle ends. Her account is still active and in use as of June 11, 2013. Regrettably, we are unable to issue a refund for the payment that Ms. [redacted] made on May 27, 2013. If Ms. [redacted] would like to discuss this further we recommend she contact Cricket 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:

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 is another reason why I do not recommend cricket. They stated my services has been working since the 11th . That is only because I came back in the coverage area . AN THE SERVICE IS NOT WORKING. Now I am only able to text an make calls. The data service I paid for is not working at all. An I'm in the coverage area. And as I stated I can not call cricket because they blocked me from calling. This says a lot about your company. An just for the record. When I called before they blocked me an asked what the text message meant the representative had no clue. An told me that it was about the option to change the data plan not that I would no longer get service.

(BEWARE )

(CRICKET WIRELESS THEY ARE A SCAM AN ONLY WANT YOUR MONEY THEY DONT CARE WHAT HAPPENS TO YOU)

Regards,

Business

Response:

June 18, 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 her services work when she returned to the coverage area, but she can only text and make phone calls. The data service is not working at all.

Cricket provides nationwide coverage to most areas; however we often partner with other wireless carriers to ensure that our customers have coverage across the United States. Ms. [redacted] moved to an area where we provide partner coverage. Cricket reserves the right to modify her service if more that 50% of her voice or data services are being used on a Partner network, as stated in our Terms and Conditions of Service,

[redacted] :

The primary use of your Device must be for domestic purposes within the Cricket-owned network. Cricket reserves the right, without notice, to deny, terminate, modify, disconnect or suspend service if more than 50% of your voice and/or data usage in on a Partner network. The display on your device may not always be on and will not indicate whether you are on a Partner network or roaming. Cricket may limit or terminate service if you no longer live and have a mailing address within a Cricket owned-network area.

Regrettably, we are unable to issue a refund to Ms. [redacted]. We have not limited her calls to Cricket; she can contact Cricket at any time by calling [redacted] or locate the nearest Cricket store online at [redacted].

We thank Ms. [redacted] for her communication, and request that this complaint be closed, as Cricket’s position remains the same regarding her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I paid for Sept's. payment & my phone has been shut off twice. I have emailed & faxed over my bank statement & my receipt to Cricket and all I am getting is a big run around. Nobody is helping me at all.I have done everything they have told me to do and again nobody is resolving the problem. This has been going on since the end of Aug. The amount for Sept. was $98.00 which I paid on Aug. 15th in person at cricket of Redwood on [redacted],Utah to the manager that works there. I have called customer service several times and have gone down to their corporate office and have even chatted on line with a customer service and the problem still exists. I don't know what else I can do to resolve this issue and that is why I am asking for your help please, otherwise I will be out 98.00.Desired Settlement: I want my Sept's payment to be found or I want a refund.

Business

Response:

September 18, 2014

Review: Took phone to [redacted] store to re-activate and change sd cards for more memory. Employee changed sd card and phone hasn't worked right since. The employee said "I don't know what to tell you. Your going to have to buy a new phone."...Really??? Then I was told to go to [redacted] store, went there and was told by that "supervisor" he talked to the manager at the [redacted] store and to go back there. Called Customer Service and was told I had a 1 year warranty because the phone was bought new. Went back to [redacted] store where the employee and her "supervisor" [redacted] decided I was lying about the employee breaking my phone,and in front of a lobby full of customers not only accused me of being deceitful but said no one called her (even though her trainee admitted hearing the conversation the previous day) then told me the sd card just happened to stop working when her employee took it out, then said the crack at the top of my "waterproof" phone from 4 months prior is what caused it to stop working at that moment, AND THEN proceeded to talk to me like I was garbage from the moment I stepped away from the counter until the exit door shut completely. Yelling at me in front of all those people and talking to me like that? I don't think so. This is who represents Cricket and even the Corporate Office employee who oversees these "customer dis-service reps" wouldn't return my calls. I've used Cricket for years and Im appalled by the way I was treated that day. What a looser company, but what else can you expect from a cheap, poorly managed business like Cricket.Desired Settlement: All I wanted was my cell phone to be working the way it was when I brought it into Cricket. The employee even sprayed computer duster in it. But after the way I was treated by their staff, it would take 3 New top of the line phones and a free year of service and thats only if I was feeling generous. I am posting this incident on all the public blogs and forums I can find and highly recommend a different plan such as the Walmart family plan. BEWARE OF Cricket, they are no good!!!!

Business

Response:

February 26, 2014

Review: Cricket Wireless - 1 to 1 wireless, [redacted] Illinois. I am taking this opportunity to share with you my concern of a prorated payment due to us from Cricket Wireless Company that was denied. We reside in Chicago Illinois, and decided not to continue w/Cricket Wireless Company. Cricket charged our credit card in advance each Month for payment. Prior to the payment cycle we had changed over to another cellular company, and Cricket Wireless had charged our credit card for $81.00. Cricket Wireless charges in advance payments, so since it was only 2 days, I contacted the Cricket Wireless Company at ###-###-#### and ###-###-####, regarding telephone numbers ###-###-#### and ###-###-####, and requested that they prorate money back to our credit card, and they refused. Why are they allowed to Keep $81.00, when there was no continued service provided? They should prorate from the 2 days, and remit the remaining funds back to our credit account. The Cricket Company never advised us that they did not prorate but made all indications that they would satisfy if we were not happy. We were not happy with Cricket, and made several calls only to be transferred and in circles and some at times the personnel would be rude. We did not received anything in writing nor verbal that they don't prorate. In fact, how is Cricket Company allowed keep money from a consumer for services not rendered? I hereby request that Cricket Company prorate 2 days of service and remit the remaining payment to us. The $81.00 - a prorated charge. In Illinois it is my understanding that Companies are not to charge for services when service is not rendered. We are over 50, and should be protected by Companies such as Cricket that say they guarantee satisfaction, but do not. Your prompt assistance in assisting us to retrieve our money back minus the 2 days, is greatly appreciated.We hope to hear from you soon. Sincerely, ** & [redacted]Desired Settlement: We are requesting that the $81.00 minus 2 days be prorated back to us for services not received from Cricket Wireless. I hope they reconsider because money kept when services are not received is fraudulent.Thank you for your time.

Business

Response:

September 8, 2014

Revdex.com

Online Complaint

Re: B [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by B [redacted] in regards to a refund. In her complaint, Ms. [redacted] states that she would like a refund for a payment made for her Cricket service since she cancelled her service.

Per our Terms and Conditions of Service (www.cricketwireless.com/terms), amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If an account is suspended or cancelled, for any reason, any remaining balance will be forfeited.

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

Cricket Co charged my credit card for the following month prior to the use of my phone. I used only 3 days of service. I indicated the Cricket Co to keep only 3 days of prorated charges, the remaining must be remitted back to me, the customer, because there were no service rendered, they cannot lawfully keep money for no service provided. They cannot just makeup laws, & I NEVER agreed to allow them to keep my money if I choose to cancel. I hereby request that at least $60.00 be refunded to me, and they keep the remaining prorated amount. There were no disclosure provided to me the customer that Cricket Co would keep money. If they do not comply, as a result of their fraud to me the customer, I will contact the Illinois Attorney General's Office as this is consumer fraud on their part. I will request they pay all court costs as well as attorney fees. I am hopeful that Cricket Co will comply and return my prorated amount for services that were not rendered, and as a result, by Law they cannot keep the money. Moreover, the keeping of my money was never told to me should I decide to cancellby Cricket Co. I thank you for your time.

Regards,

Review: I checked on the Cricket site and is said I was eligible to bring my iphone 4s to Cricket from Sprint.I canceled Sprint and they gave me unlock codes. When I received the SIM card from Cricket, the card would not work in the phone. I then spent the next two days going back and forth between Sprint and Cricket about who has to unlock my phone. Sprint says it does not and Cricket says I have to have a phone that is unlocked.For two days I tried to get one of them to do it and neither would despite me having these apparently worthless codes. Just now I spoke to a man named [redacted] and he said "well you should have checked to see if your phone was compatible before you signed up with us" Well, I did. I asked for my money back because I found the whole process frustrating and I am going to just go with another service where I can keep my number (I run a business). [redacted] told me I could not have any money back even though I cannot even get the SIM card into my phone to use it.Basically, I have a very expensive paperweight. I am going to tell everyone I know at the University of Vermont (where I work) not to use this service. They are unsympathetic and not very helpful when you have a problem. [redacted] in particular was a special breed of sarcastic. I am going to post this issue on all the University websites and I am going to have my husband tell everyone on base how awful we were treated.Desired Settlement: I want the 60.00 I paid to be refunded and the 50.00 that I owe to be taken off of my "account"

Business

Response:

December 18, 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] regarding a locked iPhone. In her complaint, Ms. [redacted] states that before she activated her service, she reviewed her device compatibility at the Cricket’s website. She cancelled her service with Sprint and they gave her unlock codes, but the Cricket’s SIM card did not work on her iPhone. She claims she requested her money back because she found the whole process frustrating, and she was treated poorly by one of the representatives. So, she decided to go with other wireless carrier. She states that she works at the University of Vermont and will tell everybody not to use Cricket service, and will post this issue on the University websites. Ms. [redacted] wants a $60.00 refund and the $50.00 owed on the account to be credited.

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.

Customers can activate service with Cricket by using their own device that is compatible with our GSM network. If the device has been Jailbroken, Rooted or modified, it may not work on our network. The device must be GSM compatible, unlocked and cannot be on a wireless carrier Blocklist. Please know that we are unable to guarantee the service experience on non-Cricket branded devices. Also, we are unable to unlock devices from other carriers. We advise Ms. [redacted] to contact her iPhone manufacturer for further information on how to unlock her iPhone.

We are unable to issue a refund for Ms. [redacted]. Per our Terms and Conditions of Service, amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If an account is suspended or cancelled, for any reason, any remaining balance will be forfeited. Consequently, we are unable to give a service refund to Ms. [redacted].

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

So you don't want to give me 60.00 back for a service I never got the chance to use? That is not even basic human decency. But it's okay, I will cost you way more than 60.00 in lost potential customers. In fact, I have already told everyone on all my social media and at work and people who were thinkin of signing up are not.I am just going to keep doing this.

Review: I went into a store called mobile connections located at [redacted]. They are suppose to be a authorized dealer for cricket. Went in on Saturday at 5:34 pm and the store was closed. The sign on the door said they closed at 6 pm. When I knocked on the door I was greeted by a screening woman that told me they were closed. She grabbed the sign off the door and flipped me off. So I went back on Sunday May 18th at 4:15 pm and was rudely greeted . The two girls that were in the store were laughing and did not have good customer service. After not getting any help I tryed to get the owners. Name and contact information and was told they can not give that information out. I was trying to pay a hill. And flipping people off is not okay nor is closing the store early and tearing the sign off the doorDesired Settlement: I would like an apology from the owner after she watches the video of her employee that flipped me off and closed her business early

Business

Response:

June 4, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: Unknown

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding a Cricket store. In her complaint, Ms. [redacted] states that she went to a Cricket store during business hours but the store was closed. When she knocked on the door she received a rude gesture from the employee. When Ms. [redacted] returned the following day, she received poor customer service when she was paying a bill. Ms. [redacted] is requesting an apology from the store manager.

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.

We have forwarded Ms. [redacted]’s feedback about her experience at this Cricket store, to the manager who oversees store operations in the [redacted] area. Please know that this matter will be addressed with store management and staff.

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

Review: On 08/01/2014, [redacted], the salesperson for a Cricket Supplier, [redacted], whom failed to properly activate or program a Broadband USB modem previously purchased from Cricket. as a result, I was not able to get internet service, after paying $60.00 activation fees. On August 1, I made three trips to this store, to no avail. after contacting Cricket tech support Via phone, I was told to take it to the main store on [redacted]., In Little Rock, to have the Modem reprogramed. On 8/02/2014, This Store told Me they could not reprogram the modem since they would discontinue their use March 2015. My money has been taken when Cricket knew they did not intend to provide service support. I have not received any service.Desired Settlement: Return of $60.00

Business

Response:

July

19, 2014

Review: I am a current owner/user of the [redacted] cellular phone provided by Cricket. I currently reside in [redacted] which there are no stores within 200 miles. I have filed 2 insurance claims to get a replacement phone. Each time the same exact phone is sent back to me. Ive constantly told Cricket Customer Care that the particular phone has a defect. But they continued to send me that same phone. I received my last replacement phone 30 days ago. The same issue with this phone happened yet again! I called Cricket Customer Care and reported it. I spent 2 hours on the phone going back and forth with them and the ESecuretel claims office. The claims office said as of 05/18/2014 that their office no longer processes claims. I called Cricket Customer Care to advise them. they repeatedly transferred back and forth. I am absolutely disgusted and dissatisfied with Cricket as a whole.Desired Settlement: I wish to be refunded for all of the days and nights spent NOT being able to use my cellular phone AND every inconvience thereafter.

Business

Response:

June 4, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states he filed two insurance claims to replace his [redacted]. Each time he filed a claim, the exact phone is sent to him even though he’s explained to customer service that the phone model has a defect. Mr. [redacted] states he called Cricket and spent two hours with customer service and [redacted] told Mr. [redacted] that as of May 18, 2014 they no longer process claims for Cricket. Mr. [redacted] is requesting a refund for the time he has not been able to use his phone and for the inconvenience.

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

Handset Protection is a service that ensures customers are able to receive an affordable replacement if a phone is lost, stolen or damaged. All replacements are provided by [redacted]. The same make and model will be shipped as a replacement, unless [redacted] is out of stock of the particular model. Our records show that Mr. [redacted] discontinued service with Cricket on May 20, 2014. We are unable to file a replacement claim because his account is no longer active.

Regrettably, we are unable to issue a refund to Mr. [redacted] for his time without service or for any monthly service charges he has paid. Per Cricket’s Terms and Conditions of Service, amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Our full Terms and Conditions can be found online 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

Review: I had a Cricket phone for two years. The business recently underwent some changes and so I went in to see what was happening. They told me that they had gone through a merger and would be offering new phones and plans. The lady in the store told me that if I switched to a new phone, my phone bill would drop from 30 dollars a month (with automatic bill pay discount) to 20 dollars a month (with automatic bill pay discount). So I bought a new phone. Upon receiving my first bill, I was charged 25 dollars a month. When I talked to the Cricket people they told me that the representative had given me a deal that did not exist and that they would not honor it. They offered me a $5 credit which does not nearly cover the extra money I will have to be paying, and had to pay to buy the new phone.Desired Settlement: 20$/month plan as agreed upon in the store.

Business

Response:

July 10, 2014

Review: I applied for a credit through [redacted] the [redacted] on 12/3/13, I was approved on 12/5/13. Cricket located at [redacted] gave me my phone,paper work.On 1/3/14 I went n2 cricket at the location above,tried 2 pay my phone bill as well as my [redacted] bill. I was told by the cricket rep. I couldn't pay my [redacted] there,she gave me the phone number 2 [redacted],my account # ([redacted]) I called [redacted] right there in front of the cricket rep, [redacted] rep told me that account number wasn't in their system and asked for my social I gave it to them,they told me my account balance was zero. The cricket rep tried to pull up my [redacted] account and couldn't. So I didn't pay no 1. 2/3/14 the samething occurred. So I figured I didn't have to pay, no 1 could find my account so oh well. On May 6th or May 7th about 11pm I tried to make a call and my phone was off. I called cricket and it said I owed them $486.11. I knew I had paid my phone bill of $52.11 on May 2, 2014. So I made a bride pay of $17.00 and my service was restored. On May 8, 2014 I went to cricket and spoke with [redacted] and she said the bill was because I never paid [redacted] for the phone. I explained to her about Jan,Feb,she couldn't find my account with [redacted] and told me that I had 2 pay $469.11 by the 13th of May or my phone would be turned off. I called [redacted] in [redacted]s present the [redacted] rep spoke with [redacted] and [redacted] told me to call [redacted] back in 24-48 hours they were emailing her some info. On May 12, 2014 I called [redacted] n spoke with a Walter I believe and he told me that I owed [redacted] nothing, cricket cant shut my phone off, and they were communicating with cricket and the issue would be resolved in 7-10 days. I went to cricket spoke with [redacted] and [redacted] and they told me that was wrong information and I need to pay 1/2 the $469.11 today,the rest in 30 days or surrender the phone. Spoke 2 [redacted] in credit at [redacted],cricket rep didn't send all the paperwork that's why no 1 had record of me. cricket wouldn't talk to [redacted].Desired Settlement: I would like for my services to be turned back on, I would like to be credited for the time it was off. And I think I shouldn't have to pay the balance of $469.11 due to it being a mistake on crickets part and I was trying to make my payments but no one had records of me due to the cricket rep. And I would like my same phone number.[redacted])

Business

Response:

May 23, 2014

Review: up graded my phone phone has not worked right cricket refuses to give me a new one cricket says I have to pay to get one shipped to me under warrenty cricket even went so far to say that I bought my phone on sat. took it back very next sat. and that means that it was 8 days not 7 for the free replacement here is a copy of my talk with cri[redacted]: OK [redacted], I can see this case in the system, but it was created because you were not able to receive text messages from a website, is that correct? [redacted]: no I get my payroll checks sms text to me from my job with old phone I got them this phone I dont I put in my work phone# for my sms text pay roll got the text put back in my cell# the one were talking about and did not get text so it is not the website it is the phone it even says make sure your useing a phone that is cabable of receving sms text messages [redacted]: get all regular text on phone just not sms text messages [redacted]: OK [redacted], when you say regular text messages you should be talking about the SMS, are you having issues with the SMS or the MMS? SMS is text messages and MMS is picture or audio messages. [redacted]: Are you there [redacted]: if I text from work phone to cell get that I even get picture messages but I am not getting my payroll text the say on website it is considered a sms text like I said the only text I dont get is my payroll but if I put any other cell# in to recive my payroll I can test message from website and on all other phones I recevie the test sms message but I dont recevie it on my cell so the website works something is wrong with the phone. [redacted]: Allow me to ask you this, what about the Internet? Is it working on your phone? [redacted]: yes tahts how I gto to my jobs website to test my sms text from websit in there you can change what # you want the payroll to be sentr to then you can push test sms text message to see if it works on my cell I did that did not get test message while I was on internet on cell phone changed phone# to a doifferant cell pushed test sms message got it right away on other phone put back in my cell pushed test sms message once again did not receive test message. [redacted]: So yes, definitely the problem is the phone. [redacted]: The big issue right now is that we are not able to control from what website you receive the messages, we only control if you can get sms messages, and you tell me you can get messages from everybody else. [redacted], are you able to use your sim card in another device other than the Moto G and test again to receive the payroll message? [redacted]: so what I am saying is it has never worked right I tried right away to get it fixed so I feel I should be able to take phone in to store and get an exchange without messing with all this pay to return and wait to get new phone and so on [redacted]: I have never tried that [redacted]: If you try it, it will definitely tell us if it is the device or the line, because if you receive the sms on another device, we will need to do something about that phone for you. [redacted]: let me try [redacted]: Make sure that you try to use the sim card on an AT&T device or an unlocked phone. [redacted]: can receive it on a samsung 4glte phone but once agian not from my motorolla and when I took it in first time they also changed out sims card for me [redacted]: So definitely is the phone that is having the problem. [redacted]: The problem is [redacted] that we only offer a 7-day grace period for exchanges... it's been a month and a half since you got the phone and the first time we were informed about the issue was after the 7 days, right now what I can tell you is to do a warranty claim for the phone to have another one. [redacted]: I apologize about this but it's the option that we can provide right now. [redacted]: no actully it was exactlly 7 days bought it on sat. took it in the very next sat [redacted]: so I feel this should be crickets promblem it is not my fault that I was forced to mess with this for a mounth and a half before someone would listen which is you a mounth and a half latter [redacted]: But remember that we are not the ones that create the phones, it's Motorola, that's the reason we are trying for you to contact them to get a new device. [redacted]: I even asked for a new phone when I took it in they said no we will put a ticket in so I would have been in the 7 day period [redacted]: What day was it? Do you remember= [redacted]: ? [redacted]: i'm checking right now [redacted]: Please do. [redacted]: I bought it 6/28/14 took it in on 7/5/14said they would call me by 7/7/14 called back 7/12/ said working on it called back 8/1/14 thats when said need to get new phone dont know whats wrong [redacted]: So I can see you took it out of the 7-days grace period. 7 days were from the 28th to the 4th, the day you got the phone counts as a day. [redacted]: It was 28, 29, 30, 1, 2, 3, 4... 7 days before 07/05 were you took the device to the store. [redacted]: we bought it at 8:08 pm. you close at 9:00p.m. so 48 min is considered a whole day [redacted]: The day you buy the device counts as a day of service, because you used it that day even if it was until 12:00 AM. cket.Desired Settlement: would like to take phone back to store and get a new one at no cost to me and would like my last two months of payment refunded to me because they have not fixed my phone and it has not worked right from the time I bought it.

Business

Response:

August

25, 2014

Revdex.com

Review: There have been hundreds of complaints online (including on their Facebook page and Howard Forums - where I am currently a member) about receiving throttled (~128 Kbps) speeds when they are still within their high speed data allotment. I, myself, have experienced this three times now. Today (11/11/2014) am receiving throttled speeds on both LTE and HSPA+. I have contacted Cricket many times about this issue, and they claim everything is fine and there is nothing they can do on their end. I have done everything I possibly could (I am great with this technology, so I know what I am doing). I am getting very irritated with Cricket. Their customer service representatives have NO IDEA what they are doing, and they don't have the customer's best interest at heart. I am at a dead end here, and I feel like I have to switch carriers because I use data on my phone on a daily basis, and I even use it for work. Having unreliable data is unacceptable, since I pay to have this high speed data. I have been having one issue after another with Cricket - MMS, billing issue, double charging, and data speed issues. I am extremely irritated and frustrated with this company, and I don't know what else to do. I have filed a complaint with the FTC and the FCC as well. FCC has not responded back to my complaint yet, and the FTC hasn't either.Desired Settlement: I would say I would like a credit, but that won't fix all these issues Cricket is currently dealing with, and won't fix their lazy/itic customer service or technicians. I'm about to leave Cricket, and a $40 credit won't convince me to stay. If I knew how to file a lawsuit against Cricket, I would in a heartbeat, and I know hundreds of people will join me in that.

Business

Response:

December 4, 2014Revdex.com

Review: My father went on vacation about 2 months ago and we called in and told them to suspend the service since he will be out of the country for that period of time, he came back and we found out that they had cancelled his number and now they keep telling us theirs no way to get it back, hes had this number for about 20 years if not longer. the customer service is horrible, they tell us to go into a store we go in, the store tells us that they cant do anything and we have to call customer service, they just keep giving us the run around instead of just giving the number back. theirs a number still active on the account which apparently saved us from losing the number completely and we are just tired of the run around.Desired Settlement: we would just like the number reactivated, nothing else.

Business

Response:

December 10, 2014Revdex.com