Cricket Communications Inc

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: After many years of service, I was forced to cancel my service with Cricket. My automatic payment is debited on the first of every month or prior. Unfortunately my payment was made just prior to me cancelling the account. I was told NO refund is EVER paid, it's a pay in advance system, why can't I get a refund?!Desired Settlement: I want my payment refunded, simple.

Business

Response:

September

23, 2014

Revdex.com

Review: I changed my plan on two cell phones I have they told me the only thing that would change is that I would not have web or texting to mexico I have called them twice about the issue I cant send picture message they keep telling me I can they sended me to a cricket store and there telling me no I cant for me to call customer service I unsure don't know what to do it awful being in this smelly crackDesired Settlement: I want for them to give me back my 35.00$ plan.

Business

Response:

June 10, 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 her complaint, Ms. [redacted] states she changed the plan for two of her lines of service. She was told that the only thing that would change would be that she will not have web access or text messaging to Mexico. Ms. [redacted] states she cannot send picture messages and has called Cricket twice regarding this matter. She is requesting to return her service to the $35.00 plan that she previous had.

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.

Regrettably, we are unable to offer Ms. [redacted] the $35.00 plan she previously used, as it was a grandfathered promotional plan and is no longer available after she switched plans on May 7, 2014. Our records show that Ms. [redacted] changed two of her plans to the $25.00 plan which includes unlimited calls and texts within the U.S., caller ID and voicemail. This plan does not include picture messaging. Mobile web access can be added for $5.00 per month. Our $35.00 plan that we currently offer does not include picture messaging. Mobile web access can be added for $5.00 per month. If Ms. [redacted] would like picture messaging and web access features on her plan, we recommend she change to our $45.00 monthly plan.

Ms. [redacted] can update her plan anytime online by logging into her account at www.cricketwireless.com or by calling 1-800-274-2538.

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 did change my plan at its not true I am unable to send picture messages

Regards,

I did change my plan at its not true I am unable to send picture messages

Review: I purchased a phone for $500 from cricket approximately 3 months ago. cricket and at&t are together now and cricket is telling me my phone is not compatible with at&t and cricket. that means I lost my $500 and cricket is offering me only $100 and wants me to buy another cell phone. my phone is brand new and never been dropped or water damage. basically is brand new.Desired Settlement: I would like to get a full refund or a replacement for equal value.

Business

Response:

September

23, 2014

Revdex.com

Review: My husband and I purchased phones about 3 months ago from the company ive been with them several years he just joined the issue is that when we got phones they said cricket would be taken over by att and that no worries regarding phones til next year so we went ahead and spent over 3oo on phones plus turning them on all together 3 phones now when I went to pay this month according to the rep the phones have been taking over by att as of march and they will not be usable we have to by more phone in order to use the services I feel we were lied to and now were stuck with phones that we can use and have to buy more and the prices are out rages they keep closing stores and moving around selling phones to consumers that are not working properly ive had to turn in my last phone several times please look into this matter thank youDesired Settlement: I would either like all our money back and or replacement ive been a loyal costumer for several years and all we want is honesty and reliability my son uses phone he is in college and needs a reliable phone this is why we have 3 phones and we would like a family plan according to them we cant put them all together why??

Business

Response:

July 29, 2014

Revdex.com

Review: I purchased what I thought was a brand new Samsung galaxy s3 white from [redacted] on 2/12/14. I went to get insurance on the phone from four stores and everyone of the stores told me that they couldn't give me insurance because the phone had been preactivated. They sent me to corporate store and it was denied by them as well. Then I called [redacted] on 3/8/14 and they said that no one at the store put their name on the sale of the phone, so there was no way they even sold me the phone. I have my receipt and would be glad to prove that I bought the phone for the brand new price but I didn't get the brand new phone I paid for.Desired Settlement: Replace my phone for a brand new one like I paid for.

Business

Response:

March 27, 2014

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 have been a customer with Cricket Wireless for over 2 years. It came time to buy a new phone and so I got on their new website found the phone and plan I wanted and went through the process of purchasing my products. When I hit the "place order" button the website said that information did not go through so to start from the beginning. So I did and again it didn't go through. I never received a confirmation number or any number of any kind. Nor have I yet to receive an email from Cricket saying they are processing my order. I then decided to do an IM chat with Cricket to see what is going on. They refused to help me saying that they didn't do orders on IM Chat and to call #[redacted]. So I did, and while I was on hold for over 15 minutes I decided to check my account and sure enough they are holding $113.98. When someone finally came on the line and after being transferred to 3 people the third person put me on hold for over 5 minutes only to come out and say that they have no record of my order and that it's not their problem and for me to call the bank and deal with it with them. I tried to explain that there is obviously some type of order on their end because they are holding my money but she refused to listen to me saying again she does not find any type of order and even though the bank shows that Cricket is holding the money there is nothing she can do and she is not going to deal with me anymore. I was wasting her time. I know they are a huge corporation and $113.98 is just a drop in the bucket for them, but for me it's a lot of money and to be told to pretty much go away was a double sword that came at me at both ends. I did speak to my bank and they said that the money is on hold under the Cricket name, for now, but until Cricket releases the money there is nothing they can do. Now I know Cricket can either release the money back into my account or they can take the money due to the charge and continue to say there was no order and I paid twice for 1 phone I never received.Desired Settlement: I just want the $ 113.98 back into my checking account.

Business

Response:

July 28, 2014

Revdex.com

Review: With the new buy out of Cricket wireless by AT&T. Cricket members are being told that our Android and other Smart phones purchased under the Cricket account will be obsolete and useless as of 4/2015. According to Cricket (AT&T) correspondence as of the buyout, Apple iPhones are the only phones that will be able to cross over from one network to the other. My boyfriend and I paid over $1200.00 for 2 Samsung Galaxy S4 phones. One in December 2013 and one in January 2014; and an additional $60 on a Kyocera Hydro phone in February 2014. We were not only told the phones would be compatible with the AT&T network, but that the network would be larger and better, AND the premium phones (purchased per the carriers recommendation) were guaranteed to be compatible/ unaffected by the acquisition of Cricket by AT&T.At the time I purchased the Kyocera Hydro phone (February 2014), I changed over to a family plan which offered 5 lines for $100. This month I attempted to activated a line on my family plan (I only have 3 of the 5 lines in use). I was told that Cricket (AT&T) no longer allows additional lines to be activated on any plan. I would have to purchase a new line of service. This makes me furious. Other Cricket customers who already had all 5 lines in use are not being told they have to change their plan in any way, and have the use of the total allowable (5) lines. How can I have the same plan and not be allowed to use what I am paying for? The FCC has documentation on their website where in it is indicated that no plan currently in place shall be affected until 18 months after closing the sale between Cricket and AT&T when everything is migrated over (estimated to be 4/2015).Upon my research I have also found that Samsung knew 9 months prior to the production of the Cricket phones, that the merger would render them obsolete. So did Cricket (Leap wireless), AT&T (Aio Wireless), and Samsung. They all knowingly sold faulty equipement at premium prices and excercised deceptive practices.Desired Settlement: I would like a replacement devises that are compatible with the AT&T network, or a refund for the money I have spent. A full refund not a markey value rebate or buy back based on a no value phone due to its pending inoperability.

Business

Response:

July 24, 2014

Revdex.com

Review: I purchased a Samsung Galaxy 4s in March 2014 from Cricket for $589.00. I found out this past Saturday that this phone is not compatible come March 2015 with the new Cricket service(change over with ATT). I was informed that I would have to purchase an upgrade and was only being offered 100.00 for my old phone. Also consumers are being charged for the change over (iPhones 5 and above) of 30.00 dollars. I phones 4 and below are not compatible and these consumers are also going to have to go through what I am going through. These charges should not be handed down to the consumer and compatible phones of same value should be given to the consumer. We did not ask for this changeover.[redacted]Desired Settlement: New Samsung galaxy 5 on the new system at no charge to me.

Business

Response:

July 25, 2014

Revdex.com

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: We specifically asked the manager at the store if the Samsung Galaxy S4 was going to be on sale on black Friday. He said no none of the new phones would be on sale, so we bought two of the Galaxy S4s and opened an account for a little over 1,200$. Shortly thereafter my wife and I received a text message on our phones from Cricket saying how the Galaxy S4s would be on sale for half price. At my next earliest convenience I returned to the store where we had purchased these phones and confronted the same manager about this. I asked him why he said that the S4s would not be on sale on black Friday and his response was that he said no because he didn't know how much of a discount the phones would have. Regardless of the discount we would have waited until black Friday and saved a little on these phones but were unable to because he lied to us in order to make his sale. My wife and I paid 699.99 per phone they were on sale for 299.99Desired Settlement: Due to the managers deception my wife and I would like to be refunded the difference. We know from past experience that other major phone company's will refund the difference if an item purchased goes on sale within 30 days. Would also like the manager to be retrained.This happened at the Cricket store on Sheridan and Admiral in Tulsa, OK

Business

Response:

December 9, 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: 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 ordered a SIM card and paid for the 1st month of service with Cricket Wireless and I have not received the SIM card, so I am unable to activate my account with them. I spent over 5 hours on the phone with multiple people there, was hung up on 3 times and used their chat and was disconnected on that from them twice, and they refuse to refund my money. They say they shipped the SIM card, but the tracking number they provided to me for UPS, shows that UPS never received the package at their facility, only the shipping label was created by Cricket. The charge went through my bank on November 21, 2014. So, they took my money and they have not provided the SIM card and I am not able to activate the plan that I paid for. I requested that they cancel everything with me and refund my money, but they said that as per their policy once it is shipped they can not refund my money. As per UPS though they have not received the package so it was never shipped to me.Desired Settlement: I would like the money refunded at this point. They were so rude, and I dealt with this issue for over 5 hours, with phone and chat, I would rather have nothing to do with them. The total that they charged me was $60.49 on 11-21-2014. I would like this reimbursed and for them to cancel any information that they have associated with my name. They did say there would not be a reoccurring charge unless the SIM was activated, which they did not send so it was not activated. I just want a refund.

Review: I ordered a sim card on their website and was informed that service was available in my area. Service is not available in my area and when requested a refund some service rep named [redacted] said no. I had to dispute charges with my bank.Desired Settlement: Stop advertising service is available in all areas.

Review: I paid the cell phone bill of Mr. [redacted] for the month of February 2014 for $66.00 from my [redacted] bill payer to Cricket Communications to cover the cost of his cell phone bill. Cricket has turned off his cell phone over a half dozen times during the month citing that his cell phone bill has not been paid. The cell phone bill was due on February 13, 2014. My [redacted] bill payer mailed the payment out on the 19th of February and Cricket posted the payment on the 27th of February 2014. I have called Cricket along with Mr. [redacted] and spent countless hours getting the run around by Cricket. Cricket is still stating that they do not have the payment even though I have proof from my bank that they have the payment. Mr. [redacted] cell phone is off at this time and I am very confused. I need Cricket to verify address and telephone for future payments to avoid this confusion in the future.Desired Settlement: Turn Mr. [redacted] cell phone on at once. Confirm that the payment address, telephone and account information is correct for future payment processing.

Business

Response:

March 6, 2014

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: I have been with cricket since 1998, and have always have had problems with them but I chose to stick it out as they were new and learning, through out the years they got better but in the last 33 years its been trouble again, I make my payment every month at the same location shortly after making the payment my service is cut off, I call corporate to no avail. this month the payment disappeared all together, called in when my phone was disconnected and told them when the payment was made and the man I spoke to set up a ticket to find the payment. I was also asked to fax the receipt so I did the following day. Today I got a call saying the never received the fax even though comf. said the fax went through, I spoke to [redacted] who hung up, Lou who did nothing but lie and [redacted] I ended up having to pay the full bill again 162.74. This is insane and they shouldn't be allowed to treat people this way.Desired Settlement: I think they should have to refund the amount I had to pay plus the $3 for the fee in the store the $5 for paying over the phone today and the money for sending the fax. They should also be required to retrain their staff and an apology should be made.

Business

Response:

December 4, 2013

Review: I purchased a phone and a plan online but it stated it was out of stock so I called Cricket and they stated I should just order another one and I will not be charged for this one. So ordered another phone and plan it came in and I set it up and then I notice I was charged twice and the sent me the first phone so I resent it back to them and never activate it. Now I have called Cricket on many numbers they have given me and no one can help, so I went to the store and they said they are unable to help me as well cause it was purchased online. The order number of the phone # [redacted]. Here is the Tracking number that states the have recieved the phone and still no money was put in my acccount. [redacted]. The amount is a total of $158.24. Im so frustrated They will not return my calls, Im on hold all day they bounce from one number to the other..Desired Settlement: I would like them to pay me the amount back into my account it is going on three months and this was their mix up not mine so not sure why they will not refund my money also because this phone was not activated they are unable to look it up in my account so I have to strickly use the order number that just throws them off more.

Business

Response:

October

21, 2014

Revdex.com