Cricket Communications Inc

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: I just purchased a [redacted] about two months ago and currently looking to upgrade the second phone which is a [redacted] and found out that my phone will work only till 5/2015. Cricket response to my concern is to offer me another phone for 300 dlls that will be obsolete in less than a year. The stores are pushing expensive phones that are not going to be operational in a very short period of time.Desired Settlement: I would like a refund on my recently purchased [redacted] in order for me to invest on phones with a company that will not make my phone obsolete in less than a year.

Business

Response:

May 16, 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: 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 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: 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: 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

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 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 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: 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: 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: 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: Yes I have been with Cricket for quit some time and I was always a happy customer my plan is a fifty dollar plan but because of me being on a lifeline budget my bill was discounted by 15 dollars and that helped me a lot. Being a single mom and if my pay period fell between the days I got paid then I was allowed a Bridge pay, which you can pay 17 within 24 hrs. and the rest of your bill before the end of the month without having your service interrupted. Now I go to buy a phone and was told I had to upgrade my phone because the service was changing and my phone would not be applicable with the new service. So I upgraded and then I get a text telling me my bill is 50 so I called cricket to find out what happened and was told the company is merging with ATT so they no longer offer lifeline to there customers and (I have to rectify my lifeline application yearly) so therefore cricket breeched a contract and my bill increased by $20 so my pay period fell in between my due date I tried to do the Bridge pay and I also was told this service is no longer available so I was without service for 4 days. So I paid my bill online while on the phone with cricket and was told I had to pay a 5-dollar late fee. Then I asked if I could lower my plan and was told not until I pay the outstanding balance what this is a moth to month plan and I paid for the service that I used now Im forced to pay this 50 bill before I can downgrade and this is also something new. So I paid what I was to pay and woke up this morning and my service was of! Called and was told a $2.65 charge was added to my account for late fee that I already payed plus $1.00 was added for my change in my pay period what are you kidding me this new service sucks so bad and the hiding fees are outrageous. And the customer service is very bad you never get to speak with a supervisor they are always busy. I asked for a refund or retention department and was told there is none so now I'm stuck another moth with a service I don't want with all the new changes.Desired Settlement: $150.00 for the upgrade that I didn't want and was forced to get and the $54.00 for the bill I had to pay just for a downgrade that won't happen until the end of my cycle I want to switch to another provider that can better fit my challenges.

Business

Response:

August

19, 2014

Revdex.com

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: 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: 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: 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: 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: 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