Cricket Communications Inc

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: I called in to the corp store on [redacted] and [redacted] to request an extension. A guy who referred to himself as [redacted] listen to me very briefly before saying I will see what I can do and hung up in my face. I tried multiple times to call the store back but kept getting the voicemail. I called Crickets 1800# and spoke with a lady who told me nothing had been notated on my account when I asked to speak with a supervisor I was placed on hold twice for more than several mins and never spoke with a supervisor. I called the store back and a lady answered. I told her the issue and she placed me on hold after several mins she returned and asked for my pin # I gave it to her and she allowed me a 3 day extension. WHen I informed her my main concern was the rude employee she stated you have your extension now there should be no problem. Here is the problem though. I have been a very unvalued cricket customer for many years and I must have my phone for my job. Since the guy didn't even bother to pull up my account she just stated he would try to get me the extension then hung up on me. If I would not have called back My phone would have been disconnect because he failed to do what he said and I would have lost my job. If this is the way cricket is going to allow their workers treat customers people are gonna get screwed over and over thinking something was done that was never completed.Desired Settlement: I would like Cricket to contact me so that I can explain this situation to them. They are allowing their employees the right to screw up other peoples lives and that is just not okay. I have kids to support and for me to lose my job bc of cricket would have been very bad for me and my family when I did my job and called them. I understand the 3 day extension is a courtesy but being treat the way I was by every person I interacted with was ridiculous!

Business

Response:

November 13, 2013

Review: I went into the store at Cricket Wireless to pay my monthly bill and to get assistance with my Blu phone. The representative took the payment then told me that although the phone is sold by Cricket they do not give technical support for the phone. After 2 hours of not being able to assist me I call customer service. I decided to switch providers and port my number to the new carrier. Since the bill was paid until 7/5/14 I told them I wanted to change the device and number to another phone from Cricket. I was told it would be no problem just bring the phone and the IEM number can be changed. Until today when I called to customer service who is saying my account was cancelled since the number was ported. But they are refusing to give back the $50.00 from yesterday. This is unacceptable and STEALING!Desired Settlement: Please refund my $50.00 that I paid to Cricket Wireless on 6/6/14.

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 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 purchased a phone thru [redacted] powered by Cricket. I have had several problems with the phone. I returned it to [redacted] they replaced it. When they tried to activate the new phone Cricket locked my account . This was on May 7,2014. They told me (Cricket) that it would take 24 to 72 hours to unlock my account. It is now may 12, 2014 and I still don't have service and no one seems to know why. My bill is up to date.Desired Settlement: If this matter can not be resolved I want a full refund on my phone and a refund of the money I paid for this service as I'm already 5 days without service.

Review: Since Cricket has switched over they have not sent out anyinformation aboutv there service fees. So as a customer I find it alarming every time there's a fee but was never told about until the moment. For instance I set up a bridgepay that was $25 towards my bill then $5 for the bridgepay so I had up 7 days to pay the bridgepay off which left me with a remaining balance of $42 no problem paid it off on Saturday morning recieved a confirmation text. I get up Sunday no problem talk on the phone up until about 1 in the afternoon to someone telling me my phone is off. I call Cricket for them to tell me that I owe $17.86 more and that the representative told me that my billing cycle will change and I have to pay a prorated fee of the $17.86 and I was never told that I specifically asked was the $5 bridgepay fee my only charge and she said yes because at that time I didn't even know there was a fee for bridgepay. Basically they charging me $22.68 for a late fee on a pay as you go company and never let us the consumers know the new policies and fees so I fell like I'm being ripped off and I know I'm not the only one who have to feel like this. Lack of communication has left a bad taste in having to deal with Cricket in the near future.Desired Settlement: Please mail it to me because I will be looking for a new company that communicate their fees a whole lot better than Cricket did.

Business

Response:

December 8, 2014Revdex.com

Review: I purchased a SIM card and first month of service from Cricket wireless for my phone. I used the website's "Bring your own phone" option, which requires entering the phone's IMEI number. The Cricket system then selects the type of SIM card it will send you based on this number. In my case, it selected a Micro SIM card. I did not know that this was the wrong size until I tried to install it and found my phone needed a standard size SIM. I called the 1-800-CRICKET phone number, and was first told to call UPS and refuse the shipment. I explained I could not refuse the shipment. I was then told to re-order the SIM card and they would issue a credit to my account. I tried to explain that the website was in error and I would only be shipped the wrong size again. I was then hung up on after being placed on hold. I called back several times only to have this scenario repeated several times. I went to the online chat at Cricket's website and explained the situation, and was told I was being shipped a new, correct size card. A week later when I had no card, I went to the chat again and was told by another chat agent that I was given wrong info, and chat agents have no way of authorizing the order of anything. I was told to call the 800 number again. I tried to explain what happens when I call that number and was basically told I have to call that number or I am out of luck. I requested to talk to a supervisor for a refund, and was told Cricket does not issue refunds. I explained that I AM entitled to a refund, as I did not receive the product or service that I paid for. At this point I do not want to do business with this company EVER, this is the most horrible customer service I have ever encountered, WORSE THAN MCDONALDS, and I would like a refund of the $35.89 I paid.Desired Settlement: I want a refund of the $35.89 I paid. I would also like an apology from the company for the horrible customer service I encountered. I spent a ridiculous amount of time on the phone and in the online chat trying to explain my issue to people who did not want to take the time to listen to my issue, but instead wanted to get rid of me as quickly as possible. I work in a job that deals with customers all day long. It's not hard to listen and treat someone well, and it earns lifelong customers.

Business

Response:

August

19, 2014.

Revdex.com

Review: CUSTOMER SERVICE FOR THIS PHONE COMPANY IS A JOKE.I'M ALWAYS HAVING TO CALL ABOUT THE INTERNET SERVICE AND ALWAYS GET THE SAME RUN AROUND FROM CRICKET.I ALWAYS HAVE PROBLEMS WITH THE SPEED AND CONNECTING WITH MY LAPTOP.SO WHEN YOU CALL CUSTOMER SERVICE YOUR GIVING THE SAME LINE ABOUT WHAT TO DO.THEN YOUR TOLD EVERYTHING ON THEIR END IS WORKING FINE. WELL APPARENTLY IT IS NOT IF I HAVE CALLED ABOUT YOUR SLOW SERVICE ON NUMEROUS OCCASIONS. WILL BE DEFINITELY DROPPING CRICKET AND GOING BACK TO [redacted].Desired Settlement: NOT INTERESTED IN SOLVING ANYTHING WITH THIS SAD CASE OF A COMPANY.JUST HOPING OTHERS WILL READ THIS AND GO SOMEWHERE ELSE.THIS TRULY IS THE WORST!!!!! CELL PHONE COMPANY I'VE EVER BEEN WITH.

Business

Response:

February 4, 2014

Review: this complaint is not about a personal cell number. my store wireless plus, LLC was an authorized dealer for cricket communications or leap wireless several years ago and I mean years ago. my store info is still in their data base for being an authorized dealer. I received numerous phone calls during business hours for cricket. I am complaining about my store info being linked to cricket communications and cricket communications refusing to delete my store info from the data bases.Desired Settlement: DELETE MY STORE INFO FROM ALL CRICKET COMMUNICATIONS OR LEAP WIRELESS DATA BASES AS BEING AN AUTHORIZED DEALER.

Business

Response:

October 9, 2014

Review: I purchased the [redacted] smartphone online on 9/1/13. The phone was shipped ALREADY activated, which means I was paying for service while it was in the mail. The phone started having problems fairly soon after I got it, but got to the point where I had to contact Cricket. The phone was very digitized when talking to people and would frequently drop the call after only a minute or two. In addition, the 3G service does not always connect properly. I called customer service and was put on the phone with technical support. We spent about 30-45 minutes on the phone, and I explained that I had already tried a factory reset and removed the battery, but to no avail. He said he would connect me with the online specialist since I had purchased the phone online. I was told I would be given a way to return the phone in order to get a replacement. After connecting, the representative told me he was going to connect me with technical support. I explained they had already said I would get a phone, I just needed the information on how to get it. He put me on hold a number of times, only to come back and say it had been more than 30 days and there was nothing they could do. He said I had to contact the manufacturer. On their own website under "Credit, Refund, Warranty & Rebate Information," it states "All new Cricket phones are under warranty for 12 months from the date of purchase. However, if your phone meets any of the criteria that would classify it as out of warranty (such as water damage or improper usage) then the phone cannot be processed through our warranty exchange program." Since my phone is only a little more than a month old, my warranty should be valid, but Cricket is claiming they will not honor it at all and there is nothing they can do. He said the 12 month warranty did NOT apply to my phone! This is ludicrous and I am furious with the way this company is handling this situation (which is by doing nothing.) Here is the link: [redacted]Desired Settlement: I would like a complete refund of the phone and at a MINIMUM one month refund of the service for which I am paying, but unable to use. I would CONSIDER staying with Cricket if they are able to offer me a phone which I can actually use and will actually honor a one-year warranty. I would like a rush on this if possible, because I need to make a decision regarding my cell phone carrier by the end of this month.

Business

Response:

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 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: 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: My Name is [redacted] I order another phone for my daughter on 05/14/14 order number [redacted] phone number ###-###-#### I paid total of 153.39 for phone,activation and one month phone. I was not able to activate phone due to sim card issue and I was told I would not be able to get discount on second line because ATT brought cricket. I spoke to manager who told me return phone within 30 days for a full refund to Brightstar rls [redacted] . I returned the phone and this company received one June 3,2014 usps tracking number I called this company three times spoke to manager Marvin and every time I called they could not give information about my phone if they received it or not I give them all my information abouthe order. Customer service telling meI might have the wrong number this is the number I called that cricket gave me with phone it said to call on returns ###-###-####. I returned this phone it was never ued or activated I want my 153.39 credit back to my credit cardDesired Settlement: Refund all my money

Business

Response:

June 27, 2014

Review: I was happy with Cricket until the phone I purchased 3 months earlier crashed. I tried everything I could do to make it work, including a full reset/total wipe and nothing changed. This phone was 3 months old! I asked Cricket for a refund, as I dont want to pay several hundred dollars for a new phone. I was only looking for a refund from the extra-unused days in the month (23 days). They said they do not offer refunds. They did however say I could buy a new phone! Why not just refund those extra, unused days? I dont have a Cricket phone to transfer it to?Desired Settlement: I simply want a refund for the unused days on the monthly contract. I paid to use it for 30 days, and the phone, I purchased from them, did not last. I am expecting a refund in the amount of $38I know its not a large amount of money, but its based on principle. I paid $50 a month for their service. I paid $50 on April 12th for a phone. Paying $38 for the remainder of the month just makes me mad and I feel ripped off.

Business

Response:

June 27, 2014

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: "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

Review: On july 30, 2014 I purchase a cell phone from cricket wireless for a $140.52 the store ran my credit card twice therefore charge me twice. The store refuse to refund my money for the double charge. I then ask them to give me my money back, the total amount once again the store refuse. Please help me. I am US Army Veteran and only recieve a small pension I and my bills got behind due to this.Desired Settlement: For the crickrt store to refund me my total money because I do not want to deal with them anymore

Business

Response:

August 14, 2014

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 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