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

Business

Response:

December 2, 2014Revdex.com

Review: 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

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: 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: On December 27, 2013 I walked in the Cricket Wireless store located in [redacted] on [redacted]. I purchased the alleged brand New Cricket [redacted] mobile device and one day after purchase I notice that the camera was not working or displaying pictures normal. The photos are fuzzy, and partially distorted. I called the location where I purchase the phone spoke to one of sales person that was there at the time I purchase so make the transition go a little more smoother. The sales person informed me to come in, I went back into the store on Friday January 3, 2013 and allowed three workers including a assistant manager. I was told numerous of things that didn't reasonable address the issues with my phone. I was told that the phone do show/ distorted/faulty pictures, they don't have any more, this could be normal for some phones but they was not sure, not sure if they are getting anymore, come back in another day (I visited store 2x already to allow phone reps to look at mess) If I want to get one to replace this faulty one then I would have to pay $10.99 for the shipping and handling prior to getting another new device or just deal with it and or pay a claim of $70.00 for a warranty issue. The personal warranty should have not been bought into this situation when I have not lost, or damaged the device. I feel that this is unethical and not fair. I feel this is an unjust act because at the time of purchase I was under the impression that I was purchasing a new phone from a replicable company without it being faulty and they refuse to reasonably and timely remedy this issue or look into it. Moreover it should not be my responsibility to pay shipping and handling for faulty equipment that suppose to be new at the time of sales. I don't have a problem exchanging for another new phone but the unnecessary fee charges should be waived or credited to my account when the faulty equipment is of no negligence of mine. Please help me [redacted]Desired Settlement: In order to remedy this I would like them to give me another new phone in exchange for this one without charging me the shipping and handling charges for this is not my fault for faulty equipment and a credit issued on my account for both the run around that they asking me to keep coming back to the store in which I went two times already for more people to assess the phone that three at one time in the store thoroughly evaluated/assessed and seen that is not properly functioning

Business

Response:

January 10, 2014

Review: Purchased 2(two) [redacted] handsets with one month of service included in Feb. 2013. At the time of purchase the phones were unlocked internationally. 1 year later apple replaced one phone due to a product defect and I updated the system software on the other phone. Now I have found them to be "locked" internationally by Cricket. After multiple calls to customer support ([redacted] I was told that NOW the policy is that I have to active new service for 6 months for the phones to be unlocked. I have looked at the cricket training bulletin and their web site and both clearly state phones purchased prior to June 18th 2013 are unlocked internationally. No idea why a service issue or system upgrade would force me to pay 6 more months of service on the same phone. What is to say that later the policy changes again and cricket wants more money??Desired Settlement: I want both phones unlocked...permanently. If not possible I want a full refund.

Business

Response:

February 6, 2014

Review: I purchased a phone online that didn't work when it arrived. I went to a local dealer store 3 times before I was told the phone wouldn't work and I had to call to get an RA# for return. I had to call 4 times to get the return information, I was given different info every time I called. I finally got an address to send my phone back to for refund. I sent it [redacted] signature required. I verified it was signed for, before I began calling for status on my $160 refund. I called Cricket at the number posted on the website. The automated line doesn't recognize my phone number as a valid account and disconnects me. So I am not able to speak to anyone. I was given the number to the return center, but they also have no record of my number or the returned phone. Cricket continues to bill me for my monthly service, but has no record of my phone number being active in their systems. They are stealing from me every month and I can not even speak to anyone to get the issue resolved.Desired Settlement: I just want my $160 refund for the non working phone I returned, and them to stop billing me monthly for services they don't show I have. Monthly service charges are $57. They will be hitting my bank account again on the 18th of Feb for monthly charges.

Business

Response:

February 11, 2014

Review: When I first decided to purchase a cell phone, I wanted to buy one of their phones from the store. Since the model they offered in store would not activate as the result of system issues, I went ahead and bought the phone online. After purchasing it online (on May 20, 2014), I received it in the mail by Friday May 23. I attempted to activate once I received it but there were further system issues. I spoke with customer service and the people at one of their stores and they were unable to get it activated. Eventually, the system issues ceased but I had already paid for the first month's service (which all services are nonrefundable and nontransferable) in addition to being told by an employee to pay for another month's service just in case the first month's didn't go through (in which case the money spent would be credited towards another month's service). After my phone was activated and working, I began having issues with it randomly turning on and off. I spoke with customer service and the clerks at a store. The clerks noticed the defects in the phone so they told me to pursue talking to the customer service again. Customer service told me that I could return the phone for a refund for "buyer's remorse" and that they would send me an email with a label to send the phone back to the company however I have not received that email with the supposed shipping label. In addition, I was told by the customer service agent that the company has a nonrefundable and nontransferable policy towards any payments made on the wireless services you purchase, which means that they're simply trying to cover up for lack of security on their own services. Considering the fact that I used the wireless services to speak with the customer service agents and that I have had the phone for two days, I don't see why a policy that so plainly discriminates and attempts to squeeze money out of its customers while protecting itself legally but very flimsily should be allowed to exist for a company of this stature.Desired Settlement: I would like my money back for the cell phone in addition to the shipping label sent back to me ($100 for the phone). I would also like the money I have had to spend, at the behest of one of the employees, that was spent on the two months of service considering the fact that the service was used solely to activate the phone and dealing with ongoing issues with a defective phone and non-functioning activation ($40/month's service for 2 months of service, $80 total). Total refund: $180.

Business

Response:

June 3, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: Unknown (Cricket GSM)

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted]. In review of the complaint details, it has been determined that Mr. [redacted] is a customer on Cricket’s GSM network. At this time, our San Diego/Denver offices have not been integrated to support customers on our new network and only have the ability to support Cricket’s legacy CDMA customers. Please note, Mr. [redacted]’s complaint has been forwarded to our Cricket Support Team located at [redacted], who will contact him to discuss his concerns.

We thank Mr. [redacted] for his communication. If he has any additional concerns, we ask that he contact Customer Service at [redacted].

Based on the aforementioned we respectfully request that Mr. [redacted]’s complaint is closed at this time, because we cannot assist in this matter.

Regards,

Corporate Customer Relations

6380 S. Fiddlers Green Circle, Suite. 900

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased 3 phones and was given the paperwork, (mostly filled out by the store clerk), for rebates equaling the price of the phones. $49.99 each phone. I used my original receipts and the provided paperwork that I was given, and mailed in my rebate forms promptly.The rebates were mailed in the same day but 2 weeks later I got back 3 notices stating that the rebates were declined because my service was activated outside of the valid dates for this offer. I was told by the store that my rebates were valid when I purchased the phones and signed up with Cricket Communications. They obviously got my rebates. If I was given the wrong rebate forms and told they were valid I expect those words to be honored, as my payment was.I went back to the store and they told me that they called corporate and that this would be "taken up the chain to be resolved" and that someone would contact me shortly. No such thing has happened.Desired Settlement: I would like my rebates in full that were promised to me when I signed up, just as faithfully as I paid my money when I signed up.

Business

Response:

November 18, 2014

Revdex.com

Review: I had cricket for the longest but I switch my phone to Samsung galaxy s3 in march and I notice this month May 3rd that my bill was $57 instead of $55 a month I ask them why they said it was because of insurance something I never ask for..I told them I never ask for insurance and might of charge me insurance when I first brought the phone...I dont have proof because I sent that off for the rebate...the supervisors said he will remove it and criedit my $10 then fells me I was be charge $2 fe for using their service that this started last month...I never got a notice of that I told him no because I should not be charge $2 extra a month cause I'm already paying them $55 a month he said that he cant control so I told him I need my $10 credit mail to me cause I will be switch to T-Mobile...so how is he going to put $10 to my account if I wont have it again..I told him it was his employees that put insurance on my plan when I dont nor ned it...he would not give me any names saying he cant do that..not even his name...Desired Settlement: All I want is my $10 credit be sent to me by mail or back on my card because I am not going to use their company next month because I can go to T-Mobile for $55 and they have 4g...what is the purpose of sending $10 to an accout that will be gone by next month....

Business

Response:

May 09, 2013

Revdex.com

Online Complaint

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted]. In her complaint, Ms. [redacted] states that she

was charged two months for a warranty service that she did not request to have.

Ms. [redacted] states that when she talked to a representative, they advised her

they would place a $10.00 credit on her account towards next month’s bill. Ms. [redacted]

advised that she will be cancelling her service at the end of the month and

therefore will not benefit from the $10.00 credit. Ms. [redacted] requests a refund

for $10.00.

We apologize for any inconvenience or poor service Ms. [redacted] felt she

received. Cricket strives to provide excellent customer service at all times,

and we regret when that high standard is not met.

A check refund request for $10.00 was submitted on May 9, 2013 due to

overpayment on Ms. [redacted]’s account. Please allow 10-14 business for check to

process and be mailed.

We thank Ms. [redacted] for her communication

and we trust that this action resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I started service 2 yrs ago w/ cricket.Within the 2 yrs of doing business with them I've had numerous problems. I went in to pay my bill a few months after starting service, I was supposed to be getting a discount worth them because of being on the family plan, when the gal was looking at my account she said I was supposed to be getting a discount that had not been put on my account so she fixed that issue. A few months later cricket changed the plan making it cheaper and also adding muve music to my plan. When I went in to pay my bill I found this point, no one notified us, so they had to go back and rich the account AGAIN. Muve music has never worked then nor now. The phone they recommend us to get ended up being a very poor quality phone with issues. Due to the phone itself I've had to trade out the phone for the same model 6 times. I went in recently to find out how to change the card on our account for direct deposit but they don't help. When I went in to pay out bill I told them my phone was messing up again, they told me they can't help me, even though since the day of start service I've paid for insurance, I also had a warranty. She looked back and said she assumes when they switched out my phone the first time, they never put my insurance back on. But I've traded out 5 phones since then and my bill never went down $5 (cost of insurance). My bill amount changes all of the time with NO explanation, they also impose new fees and don't notify customers. I've been a loyal customer with cricket fore years only to receive VERY POOR customer service. They show no customer appreciation, nor are they willing to fix this problem, I've asked several times. I was recently told the last time I went in (I'm paying for service but my phone won't work) that if I had a warranty, (mine expired) that now they give a different phone she could help or I could add insurance back( though they were never asked to take it off), that she could do a claim & give me the same phone. This is the worst company.Desired Settlement: I want a new, different model phone and I want some sort of compensation for all the time that I've paid my bill yet weren't able to use my phone. It would be nice to receive an apology as well for their ridiculously horrible customer service and rude employees.

Business

Response:

July 15, 2013

Review: I am writing because I have been a customer of Cricket for the past year and well I paid my bill for the month of June on the 24th of the month,and usually cricket would account me the days I would pay for which would round off to about the 19th of the month. My service was cut off today though and I was told I would have to pay the whole $56, which I cannot understand. Also I am being billed an extra dollar without no notice to the company as of this year. This used to be a prominent company with great customer service, but it seems that they are only crooks now out for the money. I used to love cricket, but I will be going back to [redacted]. With them I do not have to worry about being taken advantage of.Desired Settlement: I would like to have my service for the money I spent. If I paid the rest of my bill on the 24th, I want to pay my new bill on the 24th of the next month like before. If the policy has changed, I would have like to be advised of this. I also want to know why I am being charged a dollar more for service. I used to pay $55 and that is what I want. If this is not honored then that lets me know how important your clients are and what kind of company you really are

Business

Response:

July 16, 2013

Review: I purchased this service on 06/18/13 for my sister who is disabled. She receives [redacted] and asked me to make a "bridge payment" arrangement for her, which I went online to do on 07/18/13. She also needed additional data, so I changed her plan from the 50.00 plan to the 70.00 plan. I have also applied for the "lifeline", but are still waiting approval.The next morning, her phone was off, I called the CSR number and was told by a very rude woman that I needed to pay the bill in order to have the service back on. I explained to her that I had made the bridge payment ans that I made a plan change. She then told me that I would have to make the complete payment to restore the service. I asked why, she said that she have to educated "you people" on how to "correctly" make payments. I told her, I was not doing that and asked to speak to a manager or sup, she refused. I got back on the phone did another bridge pay arrangement, only for the service to be hotlined again on Sunday. Instead of dealing with customer service I did an another arrangement and guess what the service when disconnected again Monday.I was supposedly transferred to a supervisor, who so-called reassured me that everything was fine that the payment could be made on 06/27. Guess what, no service again this morning. Besides cheating people, they have extremely bad customer service.Desired Settlement: The service restored Honor the request for the plan upgrade Give the MUVE music service working Credits for the amounts of the reactivation fees, the plan change and for the service that we have received Check the status of my sister's lifeline request.

Business

Response:

July 29, 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 went online on July 18, 2013 to make a Bridge Payment. She states that she also changed her plan from $50.00 to $70.00 per month. The next morning, the service was turned off. Ms. [redacted] called Cricket and the customer service representative told her that she needed to pay the bill in order to restore service. She states that the representative was not helpful and she refused to make a payment. She states that she called again and completed another Bridge Pay arrangement, but her services were turned off again on Sunday. She decided to submit another payment arrangement, but her service was turned off on Monday. Ms. [redacted] called Cricket and spoke to a supervisor who assured her that everything was fine with her account and that she would need to complete her payment by July 27, 2013. She states that her service was turned off again on July 23, 2013. She states that she applied for the Lifeline discount when she activated on June 18, 2013, but has yet to receive the discount on her bill. Ms. [redacted] is requesting that her service be restored and her plan upgraded. She would like a credit for the amount of the reactivation fees, the plan change and for the time she was unable to use her service. Ms. [redacted] would also like to check on the status of her Lifeline application.

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

In reviewing Ms. [redacted]’s account, our records show that we received a payment in the amount of $20.67 on July 18, 2013. The plan was changed from $50.00 to $70.00 per month, this change added a charge of $21.05 to her bill due July 18, 2013. Although we received Ms. [redacted]’s payment of $20.67 this was not applied toward a BridgePay arrangement, our records do not show that a BridgePay was requested on July 18, 2013. There was a BridgePay extension set up on July 20, 2013, the extension was pending and would give Ms. [redacted] until July 27, 2013 to complete her payment if a minimum payment of $17.00 was received by July 21, 2013.

We did not receive the minimum payment of $17.00 by July 21, 2013, consequently her account was suspended. When Ms. [redacted] called on July 21, 2013 the customer service representative saw that Ms. [redacted] has previously made a payment, so a payment extension was manually inputted onto her account. This extension gave her until July 27, 2013 to complete her monthly payment. There was an error that caused the payment extension to cancel. On July 25, 2013 she called again when her services were interrupted, the supervisor put an extension on the account and informed Ms. [redacted] that she had until July 27, 2013 to complete her payment.

Currently, Ms. [redacted]’s account is suspended for non-payment. She has a balance due of $60.33 to reinstate her service.

Please be advised, once a customer submits their Lifeline application, we'll verify their information and add the Lifeline discount to the account. Customers should see their first credit within 30-60 days, typically for their first full month of service following verification of your application. Ms. [redacted] can visit her nearest Cricket store to inquire about the status her Lifeline application if she doesn’t receive the discount within this timeframe.

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

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I spoke to a representative that was SUPPOSED to have been at the corporate office, but again it was an overseas agent and could not grasp what I was complaining about. I informed him that the MUVE music did not work on the phone and the phone would slow down or freeze. We walked through some troubleshooting that did not resolve the issue, but made it worse because I lost many apps and the phone would not dial out on the first try. While I was speaking to him, I changed the plan back to the 50 plan, so the payment due is NOT 60.00.

Review: I have had cricket for many years and have purchased many of their phones each of which have malfunctioned over and over again and have had to be taken into the store to be sent out for repairs multiple times discontinued and replaced. It has been an on going problem as has the poor service that has been on a constant decline with issues ranging from dropped calls, service being interrupted when the bill had been paid, black screen disallowing incoming and outgoing call transmission, batteries draining when phone not in use, selected text messages being marked as error message some of which are being blocked while others are not without just cause. The customer services representatives in the [redacted] have asked me for the nearest zip code having me running around the city after giving misinformation regarding payment locations in the USA (California)where there were in fact no payment locations at all making it impossible to complete a timely bridge pay agreement, and being rude and disrespectful while doing so. Cricket has taken money from Credit card with out permission, accepted more then one payment for the same billing cycle and refused to refund one of the payments back, they have taken a bridge pay payment from credit card they did not turn on service and refused to refund that payment. One representative began yelling at me stating this phone number and account does not exist its has been closed since 2012, after haven put me through a completely unsubstantiated interrogation.

Business

Response:

September 5, 2013

Review: Took phone in for repair, was told it would be ready in an hour. Upon return no work had been preformed. Was told one more hour and a fee of $35 , which was paid at that point. Upon second return phone nor repairman was in told I needed to pay additional $10. I requested phone be returned and cash refunded. Phone was returned but it was further damaged. Returned to the store repairman not availableDesired Settlement: Phone properly repaired

Business

Response:

September 9, 2013

Review: My bill every month is auto drafted from my account. I recieved my bill this month (September) and the amount that was auto drafted from my account didn't agree with my monthly bill or reminder text. So I called on 9/6/13 to see why I was charged more and the customer service rep told me to check my statement online to see the break down. I told her once again that that information doesn't match what was taken out my account for the bill. She continues to tell me that my insurance on my phone increased and that will be the amount of my bill from now on.I did not recieve any notice of such a change on my acct. I informed her that I did not request insurance on neither of my lines on my account. So I asked her to refund me for all charges since I bought my phone and opened my account. She told me that since it was already paid she couldn't refund any charges. So I asked her to get me in contact with someone who would be able to help me. she further tells me that even the higher up will not be able to do it. She was very rude and had a bad attitude. Keep in mind this call lasted all of 2 mins. I told her that that was fine and that I will be contacting the Revdex.com to handle it.Desired Settlement: I would like the charges for insurance to be refunded to me and for the insurance to be removed from my account.

Business

Response:

September 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 billing. In her complaint, Ms. [redacted] states that her bill for September was higher than expected. Cricket’s customer service representative told her that the insurance cost for her phone has increased. Ms. [redacted] states that she did not receive notice of this change, nor did she request to have insurance on her phone at the time of purchase. Ms. [redacted] asked for a refund for the past months she was charged for insurance, but the representative was not helpful and had a poor attitude. Ms. [redacted] is requesting a refund for the charges and for the insurance to be removed from her bill.

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.

We recently identified a billing error for our Handset Protection Program (HPP) premiums. Customers who purchased a Samsung Galaxy S3 or Samsung Galaxy S4 prior to June 16, 2013 were charged a $5.00 HPP premium monthly. This billing error was caused by a system software glitch and was recently corrected. The HPP premium for Ms. [redacted]’s device is $10.00 per month rather than the $5.00 she was initially billed.

We understand that this change may have been unexpected, however we cannot issue a refund for the previous months she paid an HPP premium with her bill. We have applied a $15.00 courtesy credit to Ms. [redacted]’s bill for the last three months she has paid the $5.00 HPP premium. As of September 11, 2013 Ms. [redacted] continues to have HPP on her plan, and will be billed $10.00 per month for this service. She may contact Cricket at [redacted] or visit her nearest Cricket store to make changes to her plan.

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

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied with the business response because the customer service rep gave me incorrect information and this was an error on the behalf of the business but in the end I get charged more. My complaint wasn't so that the business can charge me more it was for the business to fix a mistake they made. I feel as though a business accepts their mistakes and makes it right not charging the customer more. I was never told about this program and

I don't even know what I'm paying for every month. I have never seen any business conduct themselves as such especially when the business is at fault.

Regards,

Review: I made a payment the day of purchase for 1st month and down payment on phone // next payment not due until 09/30 // On 09/02 Cricket drafted $74.93 out of my bank account without authorization // When I called the store they gave me a hard time and told me I still had to bear proof it came out even-though their records showed the payment //I took time out of my day to bring or provide proof of bank statement. The store manager [redacted] took information and told me to will be credited back to my account. It is now 09/11 and my bank account still has not been credited. This is FRAUD!!! I called the store back and [redacted] is refusing to take my call or return them, when I asked for the District Manager, [redacted] store clerk just gave me another store # and has been giving me the run around. Cricket Store [redacted] located on [redacted] are Thieves!!! When demanded to be removed from Auto Pay the store clerk told me he couldn't. Figures!! This is FRAUD!!!!!!Desired Settlement: Immidiate Refund and to be taken off of AUTO DRAFT!!!

Business

Response:

September 17, 2013

Review: I applied for a lifeline credit more than 3 months ago. I was told by cricket that I had to go to a store to apply... which I did. now more than 3 months later I call cricket to ask why this credit has not been applied to my account. The CUSTOMER SERVICE rep told me that I needed to call the store and talk to them as they do not deal with this???? So I called the location and they tell me to call [redacted] and when I call this number from my cricket phone it tells me to call back from my cricket life line phone and disconnects the call. So I call back cricket and talk to [redacted] employee #[redacted] and she is no help after being put on hold for 20 minutes I hang up. She told me to go back to store at applied at but I moved and that is a hour from my house. Oh did I mention that I previously had the lifeline credit and it wasn't an issue. but I was gonna switch phone companies and let my phone go off so they discontinued it. I'm tired of this company not answering my questions and running me in circles. Im going to go to another carrier if I do not get justification.Desired Settlement: I want my lifeline credit without having to go a hour out of my way. I already applied so there should not be a problem.

Business

Response:

August 2, 2013

Review: "Roaming charges" were demanded August 13, 2013, contrary to agreement. I terminated service by phone immediately, despite extended arguments from a Cricket employee who tried to dissuade me from terminating the service. I gave explicit directions that service was to be terminated immediately. Cricket/Vesta has continued charging my credit card--September, October. October 5, 2013 Vesta said it was against their policy to refund the October charge. My contention is that I am not liable for Cricket/Vesta's failure to terminate automated charges after the service was terminated.Desired Settlement: Credit card account credit for $53.04, the amount of the October charge appearing in my credit card charge record.

Business

Response:

October 9, 2013