Cricket Communications Inc

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: 11/20/2014 went on line to cricket website. current carrier is [redacted]. website states my phone is compatible and for 10 dollars I could switch sim card. received sim 11/21 and tried to activate it unsuccessfully. called support and was told by first csr he couldn't help me. Spoke to 2nd rep who told me I needed to unlock my phone. Spoke with [redacted] who said my phone is already unlocked. Called 3rd time and rep started to tell me same thing. transferred to manager ([redacted]) who finally understood I have no service and it was a problem with their service. He offered me $15 credit but I still have no service. company policy is no full refund.Desired Settlement: I would like either working service or full refund.

Review: We have had nothing but poor customer service with Cricket Wireless. Yesterday with failed attempts to pay my bill online I called the company to pay over the phone. I gave the gentalman the authorization to charge my debit card for a one time payment of $25.00. He said they were having problems with their system and it was not recongizing my zip code associated with my card. I told him I will just go pay cash in store then. A few hours later I noticed my bank account was short some money. I called the bank and they said their was 8 pending trasactions for Cricket wireless at $25.00 each. That is now $200.00 they were not authorized to have pending from my account. I called cricket wireless and had a huge fight with the phone rep and supervisor. We had to have a confrence call with my bank so they can release one payment to Cricket and delete the other 7 transactions. My bank then asked them what the problem was with their POS system because I was not the only one who was calling this morning diputing multiple charges.I trusted Cricket wireless with my account information and they abused that. I have since gone to my bank and cancelled the debit card that Cricket had so no further problems would arise with my account.I then had to call the next day because they decided not to process my payment that was released to them and suspended my service. Both issues were resolved. After this month of service is up I will be discontinuing service with this company.Desired Settlement: I would like it to be on file about the practices at Cricket Wireless.

Business

Response:

December 15, 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 an online payment. In her complaint, Ms. [redacted] states that she called customer support after failing to make her payments online. She claims she gave her card information to the representative to submit her payment: Her payment failed again due to zip code mismatch, so she decided to make the payment at the store. She then noticed several payments showed pending with her bank. She claims she has received only poor customer service from Cricket Wireless, and after this month of service she will cancel her service. Ms. [redacted] states that her bank issues are already resolved.

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.

After reviewing Ms. [redacted]’s account, our records indicate that there were several online self-payments and one representative assisted payment. The payments failed due to invalid card address information provided. Once a customer makes a payment attempt even if it fails, a temporary hold of funds is placed with their bank institution. However, this is not a Cricket error since self-service was used. We advise Ms. [redacted] to contact her bank institution to verify the credit card information, before she submits a duplicate payment for a failed payment.

We appreciate Ms. [redacted] as a Cricket customer and we thank her for her preference, we hope that she consider continuing her service with Cricket Wireless.

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.

Cricket wireless informed my bank during a confrence call that there systems were acting up that day. I have used the same credit card and address associated with that card since I started service with their company. The error was not on my part. I was never told to check the address associated with the card before running through another transaction.

Review: I went into store bought phone and plan and paid 190.12. I had to go back 4 days later because the phone was not updating. The lady betel did not know how to fix the problem she had to call 4 different people till they told her to put some code in. She never offered to replace the phone or refund since I was having a problem with it within the first week. The phone started where it would not charge. I went back to the store a guy working said I had to get a hold of [redacted]. So o callled [redacted]. They stated they would send me a tracking code to send Back. I waited a week and we called they stated they were going to send one out again. I still have not got the tracking code. After 2 1\2 weeks from purchase I went back into the store. The same lady that sold it to me refused to refund my money. She then stated I had to go through the insurance I purchased. The fact is I was in the store the first week with a problem with the phone and they never offered to exchange it or refund my money. I asked for crickets corporate number she gave me a number. I called and left 3 messages before they finally called back 4 days later. [redacted] the lady at corporate states their corporate office does not handle disputes like mine that it is the independent dealer that does. So I stated I was getting no where with the store. She stated she would email the district manager. That was 2 weeks ago I still have not heard a word from anyone. At this point all I want is my money back because they do not provide good service or customer service.Desired Settlement: I would like a full refund of $190.12.

Business

Response:

September

18, 2014

Revdex.com

Online

Complaint

Re:

Revdex.com

Complaint ID: [redacted]

Cricket

Account No:

Dear

Sir/Madam,

This

correspondence is in reference to a complaint filed by [redacted] regarding phone

exchange. In her complaint, Ms. [redacted] states that she purchase a device and

service line at the store. Four day later she returned at the store because of

phone issues, the phone was not charging. Ms. [redacted] states she was not offered

a device replacement at the store, instead she was advised to call

[redacted] promised her to send

a return label, but two and a half weeks and has passed and she has not

received the label. Ms. [redacted] is asking for a device and service refund for

$190.12.

We

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

received. Cricket strives to provide excellent service and we regret when that

high standard is not met.

We

were unable to locate and account under Ms. [redacted]’s name with the address provided

in her complaint. If Ms. [redacted] can provide an account number or wireless phone

number, we would be glad to research her complaint further.

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:

The phone number for my account is ###-###-####. There is no account number because it is a month to month wireless. The store is at [redacted] fl 32712. Store number is [redacted]. Invoice number on receipt [redacted]. Contract details tracking numbers [redacted] and [redacted] contract number [redacted]. It is under my name [redacted] with address [redacted]fl 32703. I have moved that's why my address now is [redacted],fl 32712.

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: 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

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: 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: 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: 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: If you go on their website and use another carrier phone it says it will work, but this is far from the truth. It says my specific phone based on the IMEI number that it can get up to 4g. This is not possible because the antenna in the phone are not compatiable with their network. I created a case on Sept 9th I was told I would be called back. This did not happen.Desired Settlement: On Sept 24th I got a 25 credit. I was told another case would be opened. Another week has gone by and nothing. Now Im being told that it the fact im 2.2 miles from a tower. But I know someone with an ATT phone that gets 4g here. Cricket doesnt want to admit they are wrong. Im going to get a new phone, but I think I should get my money back for the full month since their website made false claims. Im now out $250 because I had to buy a different phone. Also I think I should be eligible for a free phone like I was a new customer because I thought my phone would work. This is the reason I didnt accept that offer at the given time based on FALSE information.

Business

Response:

October

13, 2014

Revdex.com

Review: Terrible customer service. Email promotions indicating $5 discount for enrolling in automatic bill pay - but instead the monthly billing went up. Actual service ok but this was for emergency use only and the only times I ever needed it it was turned off because I wasn't already in automatic bill pay and they DON'T SEND BILLINGS AND WILL NOT SEND BILLINGS EVEN THOUGH I'VE REQUESTED THEM and I DIDN'T KNOW MY BILL WAS DUE. This was after trying to deal with the local store which opened and then suddenly closed, no explanation.I made 17 calls in the last 24 hours ([redacted] - some of them multiple calls. Every opportunity to leave a voice mail, I did - no return calls yet. I started calling again today 5/5/13 - finally got a hold of a representative named [redacted] - EXTREMELY HARD TO UNDERSTAND DUE TO HER VERY FAST SPEAKING AND EXTREME ACCENT and her manager named [redacted]. They verified that my service was cancelleD, my automatic payment authorization (previous) was removed and that I will no longer be billed anything nor do I owe anything.I requested a confirmation of cancellation number be issued (received it). The said that a website that I no longer have access to is the only place I can request billings. They were rude and uncooperative. Further they said that even though I have repeatedly asked for it, they will not be providing any kind of billing statement or paid inovice copies. WHAT AWFUL BUSINESS PRACTICES THIS COMPANY USES. I don't know that I have ever really used this phone, so since I really don't have much in the way of use, and no evidence of billing, it might be a FRAUD that they've taken money from me for service that they may or may not have provided.I requested a refund from yester4day - when I realized they had over charged me and when I started calling them - and they refused saying it's passed my bill date - but that's a date that I don't know because THEY WON'T PROVIDE BILLINGS.Desired Settlement: I would like a refund of all service charges paid - on top of that I would like refund for the phone paid for that will only work on Cricket's networkRefund: 1/2013 $35; 2/2013 $35, 3/2013 $35, 4/2013 $35 and 5/2013 $37 (which was supposed to go down to $30) plus the cost of the phone $114, total $291.78 (if they refund, I will return it.I would like written confirmation of my cancellation and that there will be no more Cricket withdrawals from my bank account.

Business

Response:

May 14, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding customer service and a refund

request. In her complaint, Ms. [redacted] states that she has never received any

bills for her account although she has requested they be sent to her. Ms.

[redacted] states that every representative from Cricket that she has spoken with

has been rude to her. She has requested a refund for services that she has not

used but was denied due to fact that she cancelled her service after her due

date. Ms. [redacted] requests a refund for all of her service charges and the cost

of her phone.

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.

We spoke with Ms. [redacted] on May 14, 2013 regarding her complaint. We

advised her that we have issued a refund request in the amount of $177.00 due

to overpayment for services that were never used. This refund process can take

3-5 business days to process back to Ms. [redacted]’s credit card. We also informed

Ms. [redacted] that we are unable to issue a refund for her phone due to the fact

that it is out of the 30 day exchange policy. Ms. [redacted] understood and was

satisfied with the resolution. Copies of Ms. [redacted]’s bills were sent via email

by her request.

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

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.

5/17/13

Hello – thank you for your response. I REJECT at this time, however I can confirm

that Cricket did actually contact me directly as a result of my Revdex.com

complaint. I spoke with a representative

and they did offer to refund all the service fees I have paid and send invoice

copies. Specifically and reiterated:

January $35

February $35

March $35

April $35

May $37

Total $177 (3 X $35 and 1 x $37 refunded to my card and

$35 refunded by check to be mailed)

I have received the invoice copies by email on

5/14/13. Their letter also stated that I

paid after my due date – which I didn’t even know because I never ever had any

billings so my “due date” remained unknown to me until yesterday. The representative stated that it would be at

least 3 to 5 business days for the refunds to post to my account – some of

which are being electronically reimbursed to my card and some are coming by check

via US Mail. Even though the Cricket store

where I signed up is closed and even though there is nothing wrong with the

equipment that I paid $100+ for, they would not accept it as a return. They only said that I could return it within

30 days (long past) and only to the store I bought it from (closed). They made no attempt to assist me with this

at all other than stating ‘sell it on [redacted].’

(Insulting).

As for my satisfaction level: very, very low – I hope to

be getting the service fees back – as discussed - but I’m still stuck with a

phone. The literally 17 calls to their “customer

service” – and to other area Cricket stores – as yet UNANSWERED except one

person who called back to say in very very broken English “call customer

service” - and the one where the

representative did finally call back - were extremely frustrating and it was

just a RUDE EXPERIENCE. Their lack of

consideration for an unusable piece of equipment that they sold me and that was

bought specifically to use with Cricket’s service is disrespectful and in poor

judgment. If the refunds come in as

agreed, then I would be more inclined to accept their partial refunds as

offered but I will never be a satisfied Cricket customer.

I chose REJECT vs. accept vs. default of resolve because

of the pending refunds and the timetable.

I do not consider this matter resolved at this time.

I delayed in sending this response because I wanted to

see if some of the refunds would post. I

am writing and submitting this today 5/17/13 9pm and as of right now, my

account reflects three partial refunds: $35, $35 and $37. One more $35 is due and one check for $35 is

due, so I am still waiting for a total of $70.

Additionally, something that I didn’t think about when I was on the

phone with their representative, is that I would like to get a promise –

actually, require a commitment - from Cricket that once these refunds are

posted, they delete reference to my banking information on my account so that they

will not further access my account at any time and that they do not have the

ability to access it at all. Please

request this from them (thank you) or forward this letter to them so that the

aspect of possible fraud by Cricket is removed.

The level of confidence I have with them is very low and if they are

done with the three electronic refunds, perhaps it safer to mail the balance by

check. They mentioned on the phone that

the check would take a few business days (discussed above) so they may be on

the way or they may have lied. I need

wait long enough for checks to arrive before further resolution or REJECT /

ACCEPT determinations.

When my refunds are received and cleared, and the banking

access problem as discussed above handled, I intend to consider this matter

unsatisfactory but resolved. Until that

time, thank you.

Regards,

Business

Response:

May 22, 2013

Review: My wife and I were previously connected with [redacted], but decided to cancel our previous lines and switch to cricket because they had a phone we both liked. When we arrived at the cricket corporate store on 3/3/2014 they told us that in the moment they didnt have the phones with them, but if we were to switch our service with them, they can give us a temporary phone while the next shipment arrives, and would be assured to be one of the very first to be notified by phonecall upon the arrival of the other phones due to the temporary phones we had. We decided to switch our service with them to acquire the phones we wanted. The representitive told us that the phones should be in the store a little over a week. My wife and I went back to the store saturday 3/8/2014 and were told that they did receive a phone, but the representative that sold us the phones on 3/3/2014 had transferred to another store, therefore my wife and I did not receive any phonecall and the phones were sold elsewhere. The store manager told us she would call us no later than 3/13/2014 in case more phones arrived. She even told us that the temporary phone should not have not even the slightest scratch or would not even consider changing it to the other phone we orderd, which I thought was ridiculous for a phone that you give daily use without any type of protective cover. Its been over two weeks now and we still have not received the phones we orderd. We called the store 3/18/2014 and were told to give another call a week later to "see" if they would get them. Whats worse is that when we called we were told that they didnt even have those phones in their inventory anymore, and now they want us to get an even more expensive new iphone or galaxy s4 and pay the "difference". That was not the plan my wife and I had when we switched service providers and sure enough not pay an extra $600 for the "difference" of the only phones they now want to sell us. I feel scammed, as well as no importance to customer satifaction.Desired Settlement: I would like to receive the phones my wife and I requested or my money back.

Business

Response:

March 28, 2014

Review: When I went to a cricket store to activate this phone I was told they do not handle this type.the person I got the phone from told me that cricket only needs you to activate it, he was wrong.so after buying 1st 35 dollar plan leaned thru calling cricket they had to redo the account for me & after doing so I had to spend another 35 dollars to activate the account. this took hours to get done and later I received a message over the phone that my account would expire on the 31st of Oct. This was not the case and to use talk or text had to pay an additional 35 dollars. They also claim no record of the previous phone number this phone had nor any indication that this account was credited with the earlier 35 dollar payment. the number I received the message from was ###-###-####. the very place I had talked to earlier who by the way gave me corp number of [redacted] that turned out as an invalid number. Clearly this company has dropped the ball as it's personal seem unable to quickly or accurately assist customers since a family member spent all day activating 2 new phones to paygo with cricket. What I would like to see done, My account credited with the 35 dollars I payed extra & their personal to be better trained in assisting customers. I am already considering changing to another service as I do not need this kind of amateur service.Desired Settlement: I do not think a settlement is possible with cricket. I tried to get the 35 credit but ended up with a useless message stating my account would expire on the 31st of Oct. Which was clearly a lie since service stopped on the 2nd of Oct on the unlimited talk/text.

Business

Response:

October

13, 2014

Revdex.com

Review: I live in [redacted]. I bought a cricket Iphone 5 on may 2013 through [redacted]. The phone worked 100% until I restored it 4 weeks ago. then it suddenly got sim locked by cricketIn their FAQ cricket wrote[redacted]Only iPhone 4S, iPhone 5, iPhone 5s and iPhone 5c Cricket customers activating their services after or on June 18, 2013 will be affected by this policy."(after I complained, cricket removed this part from their web site) http[redacted] believe that locking a phone AFTER it was sold as unlocked, is wrong and probably illegalcricket's sim lock policy shouldn't affect my phone because it was bought before June 18, 2013. I asked them to unlock my phone again, but they ignore me.my Iphone 5 was activated on April 3, 2013, so there is no reason for it to be affected by the new sim lock policy. I ask them to unlock my phone again and compensate me for my trouble.Desired Settlement: I want cricket to unlock my phone again and compensate me for my trouble my [redacted]

Business

Response:

February 13, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: Unknown

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states that he bought a Cricket phone on [redacted] in May 2013. The phone worked 100% until he restored it four weeks ago and then his SIM was locked by Cricket. He states that Cricket’s FAQ stated that customer activating their services on or after June 18, 2013 would be affected by the SIM locking policy, but this information has since been removed from Cricket’s website. He feels that is may be illegal for Cricket to lock the device after it was sold as unlocked. Mr. [redacted] is requesting that Cricket unlock his iPhone 5 ([redacted]) and provide compensation the trouble this has caused him.

We apologize to Mr. [redacted] for any inconvenience he felt he received. Cricket strives to provide excellent customer service and we regret when that high standard is not met. However, after extensive research, we do not show Mr. [redacted] having ever been a customer of Cricket Communications, nor are we able to determine that this device was ever active on Cricket’s network. Further, devices sold by Cricket, including iPhones, are designed to operate on the Cricket network within the United States. Cricket cannot guarantee functionality on any other network, domestically or internationally, nor provide assistance to alter the phone manufacturer’s original design.

Mr. [redacted] states that he purchased the phone from [redacted]. Per our Terms and Conditions of Service ([redacted]), our rate plans, devices, services and features are not for resale and are intended for reasonable and non-continuous use by a person using a device on Cricket's networks.

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

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

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 was never a Cricket Communications customer and I don't know if my device was ever active on Cricket’s network. this information is not relevant to my complaint.

Review: I have been a customer of Cricket Communications for 3 - 4 years now. I can't remember the exact start date because it's been a while.My cell phone was damaged recently and I had to purchase a new phone. I took this opportunity to take advantage of discounts offered through my employer if I sign up with 1 of 3 cell plan providers. My account at Cricket is paid through 10/15/2013 and I also have a $55 credit in my PayGo account at Cricket. I signed up with the new company and called Cricket to request a refund of the $55.00. Cricket would not refund the credit and I would like to receive a refund.If this is how Cricket works with customers who have been loyal I will not recommend their paygo plan and I would not be surprised if the Cricket company loses many subscribers in the future.Thank you,[redacted]Desired Settlement: Please mail a refund check to the address on my Cricket account:[redacted]

Business

Response:

October 10, 2013

Review: I was referred to Cricket by my daughter who is a Cricket customer. We used the refer a friend program which gets us a $25 credit (each) for the referral. My daughter did her part to refer me and I got an email that was to claim my reward. I followed the process exactly as it told me. About 2 weeks later I got an email from Cricket saying the reward was denied. The reason said "Invalid referrer account". Why Cricket would say this is beyond me since I know my daughter has a valid account with Cricket. They have an online form that is for help with the refer a friend program. I used the form and got an email saying they would investigate and get back to me shortly. That was a week ago.Desired Settlement: They should honor the reward since she did refer me and I did become a customer.

Business

Response:

January 16, 2014

Review: Vesta cricket corp. [redacted] phone#[redacted] charged my credit union account 26.98 per month for 6 months for a phone I didn't have. MY name is [redacted] money was TAKEN from [redacted] credit union. [redacted] ext.[redacted] contact [redacted]Desired Settlement: charged my credit union account 26.98 per month for 6 months

Business

Response:

May 07, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding a refund request. In his complaint,

Mr. [redacted] states that he was being charged for service by Cricket for a phone

that he did not have. Mr. [redacted] states that Cricket charged his bank account

$26.98 per month for six months. Mr. [redacted] requests a refund for the service

that he never used.

We apologize to Mr. [redacted] for any

inconvenience that he may have experienced due to this matter. Cricket strives

to provide excellent customer service at all times and we regret if that high

standard was not met.

We contacted Mr. [redacted] on May 07, 2013 to discuss

his complaint. We advised Mr. [redacted] that an approved check refund request was

submitted for $107.44 due to overpayment on his account. We advised him that it

will take 10-14 business days for this refund to process. Mr. [redacted]’s account

was disconnected on May 07, 2013 and no further payments will be deducted from

his bank account.

We thank Mr. [redacted] for his communication

and we trust that this action resolves his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I ordered a new phone online and when I got it, it wasn't what I expected so I planned on returning it. I had called cricket but could not get a live person to answer the phone, chatted with 2 people on the cricket website, and went to the cricket store and not one single person could tell me how/where to send the phone for a return. I went on cricket website and found an address on where to ship returns. The only info I was told was that I would receive a refund within 10 business days. It has been over 10 business days and not one word on my refund. I called and called and called cricket and all I did was get transferred from one department to the next. Nobody could tell me anything about my refund! I spent hours on the phone trying to figure out where my $340 was! I tried to call the place on where I shipped it but it just rang and rang. I also tried to find the ceo or president but no such luck. All I want is my money back for the phone I returned. I will be canceling my service and never coming back to cricket again! How do you work for cricket and not know anything?! This is such a huge scam! Very shady and unprofessional! All I want is my money back. I think that's fair since I returned the phone. I had to file a dispute with my credit card company because I refuse to pay for that.Desired Settlement: All I want is my full $340 back! I can tell you when and where I shipped the phone back and give a usps tracking number. I also had to pay $7 for shipping so I want reimbursed for that shipping cost, too.

Business

Response:

August

14, 2014

Revdex.com

Review: Dear Sir or Madame: My situation is that I purchased a Wireless Broadband through Cricket. I have had for approximately, about one month. I am upset and disappointed because when you try to talk to someone nobody knows anything. You see, our compliant and question is Why are we able to receive text messages but not able to respond ( send text messages ) to our text messages? I recently paid my bill on [redacted] and the female associate was polite but not knowledgeable at all. She couldn't help me other then telling me to contact Customer Service (800-274-2538), which I have 3 times and each time I never talked to an actual person only got the automated response thing. It asked me for my password and I gave it but it's telling me that the password is not connected to my account which is wrong. I mean if that is not my password then I wouldn't be able to access my account information. Oh, I also even called their corporate office (Headquarters- Leap Wireless International, Inc. and Cricket Communications, Inc. in San Diego, Cal) 1-858-882-6000 and got the same response as I did with Customer Service. It's very upsetting not to able to talk to an actual person especially not being able to talk to someone knowledgeable.Desired Settlement: I want to be able to actually talk to a real person first of all, I have this issue and would like to get answers. Instead as a current customer, their actions are making me feel inferior. I mean we never had any issues like this with Cricket in the past, why now? Just want someone to help me resolve this. Who knows maybe there's a defect in my ([redacted]) modem. Oh my account with cricket is [redacted], modem phone #: [redacted]. Thank you, [redacted]

Business

Response:

April

30, 2013

RevDex.com

Online

Complaint

Re: [redacted]

Revdex.com

Complaint No: [redacted]

Cricket

Account No: [redacted]

Dear

Sir/Madam:

This

correspondence is in reference to a complaint filed by [redacted] regarding

Cricket broadband service. In his complaint, Mr. [redacted] states that he is upset

that Cricket customer service was unable to answer his questions about his

broadband service. He states that his modem can receive text messages but he is

unable to respond or send outgoing text messages. Mr. [redacted] states that he is

experiencing a problem resetting his account password, and without the password

he is unable to access his account. Mr. [redacted] feels it’s very upsetting not

being able to talk to knowledgeable individuals who are able to address his

questions. He requests to talk to someone who can help resolve his concerns

with his Cricket broadband account.

We

apologize for any inconvenience or poor service Mr. [redacted] felt he received.

Cricket strives to provide excellent customer service at all times, and we

regret when that high standard is not met.

We

contacted Mr. [redacted] on April 29, 2013 to discuss his concerns about his Cricket

broadband account. We were able to identify there were two problems Mr. [redacted]

was experiencing. The first was that Mr. [redacted] was unable to send SMS from his

modem, which is an included feature of the Cricket broadband modem. The second

was that Mr. [redacted] was experiencing difficulty resetting his Authorization ID (AID).

We recommended that Mr. [redacted] visit a

Cricket store with his photo ID to reset his AID. We were able to refresh the

features on Mr. [redacted]’ account as a first step in troubleshooting the issue with

outgoing SMS. I followed up with Mr. [redacted] on April 30, 2013 and he confirmed

that it was fixed and he was able to send and receive SMS from his Cricket

broadband modem.

We

thank Mr. [redacted] for his communication and we trust that this action properly

addresses his concern.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111