Cricket Communications Inc

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: On November 14th I called in to cancel my service. On November 27th I am charged 59$. I called your customer service they claim I never canceled my service. Some one on your end made a mistake and I am the one paying for it. Every call I have made too your customer service I have been hung up on. And the representatives English is very hard to under stand. The last call I made using the service was on November 14, I no longer own a cricket phone.Why do I have to pay for a service I no longer use.Desired Settlement: Refund what was charged on November 27th and a apologize for being hung up on.

Business

Response:

December 10, 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: 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: 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: 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 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: My original phone was broke so I call circket to see what phone they can give me..the first phone they send out wasn't working everytime I make call the screen goes blank and don't come back unless I take the bbattery out..the second and third one is doing the same thing in less than 30days..call cricket and they tell me that I have to keep get a broke refur bished phone ..all I want is a phone that workDesired Settlement: I want them to give me upgrade phone not the same one without charging me for it cause it's not mt fault why these phone not working I don't understand why that I'm paying all this every month and can't use my phone and I think they should credit my account

Business

Response:

May 16, 2014

Review: On 4/26/2014, I purchased a [redacted] from the Cricket store at [redacted]. A few days later, I discovered the cell phone's battery was substandard and needed to be recharged every 4 hours. On 4/29/2014, I returned to the store to request a refund or store credit, to be used toward a more expensive phone. The store manager, who was on a personal calling, chatting about going to [redacted] and using extremely foul language, told me she would facilitate the refund, but I had to wait 1 to 2 hours for her to get a refund code from her boss. When I told the manager that her corporate office, as well as other Cricket employees at various locations, confirmed that she did not need to wait for a code to issue a refund, the manager then said, "I just noticed this is a promotional phone and we don't give refunds on promotional phones." This store, in my case, did not honor Cricket's refund policy and the employees are extremely unprofessional, often using foul language in front of customers.Desired Settlement: I want a written apology from the store manager. I want this store to treat ALL of their customers professionally and fairly... but most of all, I want them to honor Cricket's return policies.

Business

Response:

May 21, 2014

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 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: 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 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: 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 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: 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: 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 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: My son lost his phone on 08/03/2013 I call criket to get his phone replaced an to be put on suspension until the new one came in. I got the new phone and it was already activated when it came in. Called crikit and they said I have pre pay services and I tell them it comes strait out my bank account each month. I ask them how is the phone on when it comes in no answer at from known of them. I call and have them sent out a new owe and I have it cut on and I tell them it should have a criet for the time he had no phone. I talked to the corporate store and the people on the phone all they did was act dum like they did not know what was going on at all. So today I buy him and my mom a new phone we give the rep one number at a time and she gets the numbers mixed up. I call customer service and they want to bill me for there screw up. Its a shame that a customer has to put up with this type of stuff. If criket cant get it right I will go to another company.Desired Settlement: I am requesting a refund for the day my phone was not used and for there screw up on 08/11/2014

Business

Response:

August 21, 2014

Review: On July 24th 2014, I preented to a authorized Cricket Store in Houston, Texas; on the corner if Dairy Ashford and Alief Clodine. The un-informed rep talked to me about the "new cricket" and told me that I could stay on the old system until Jan 2015. I activated my phone on this day at this location. I paid activation, 1st month, and "all applicable fees/taxes". On August 13th at 1745 I was talking to my sister and her surgeon on a conference call the call "dropped". I assumed it was just a signal thing--out of reach or something. At about 1900 I attempted to make a call and only got a fat busy signal. Puzzled, I called my cell phone from a phone in my home and a spanish speaking man answered. I tried again. I called cricket and they tell me that my number has been "ported" without my consent. So now in this urgent situation, I have no phone, no service. Cricket tells me that they must investigate. Meanwhile, I will need to repay activation and 1st month, get a new # for their mistake. Customer service has been a headache!! I still have no phone # or service. It is not fair to make me pay everything again. They messed up, not me. I want them to fix this!! They now tell me that it will be 24-48 hrs before they will call me back. Why? Why was my number given to someone else, I've had the # for exactly 3weeks. I've been placed on eternal hold, the resolution presented to me was not feasible. When I requested to speak with a supervisor the arrogant rep, insisted that I give him a name. Seriously, I asked? I do not have a name and because I feel like he was not listening or helping me, I needed to speak with a supervisor. This has been the worse experience ever since the merger with AT&T. I was in the middle of a true life and death situation with a family member and the phone shuts off.Desired Settlement: I would like my same phone number and re-imbursement for the time the phone was off. Cricket represenative mad such a scene over the phone; I would like an apology. If my phone truly requires upgrading, I think the "new Cricket" should handle this.Sincerely,[redacted]###-###-####[redacted]

Business

Response:

August

28, 2014

Revdex.com