Cricket Communications Inc

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

Business

Response:

October 9, 2014

Review: I 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: 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

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

Business

Response:

December 8, 2014Revdex.com

Review: 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: 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: 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 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: My plan is $55.00 a month, and the prior month I had bought 4 extra gb's at $10.00 a piece for a total of $40.00 and paid for them, went to pay for next month's bill and it was $97.00. Ask for them to be removed to pay for the bill and they would not do it so I made a bridge payment of $17.00 that left a $80.00 balance due April 26.00. I paid the $80.00 on the 26th. my plan is for $55 the highest plan that Cricket had is $75 so I would like to know where the extra $35.00 is going I do not want the extra gb's, I had already paid for them last month and did not request them for this month. I have asked numerous times for them to be taken off. I bought them a one time thing. Also my internet is running very slow and I called cricket for help and was told that no one was available, so I called the Cricket corporate office and recieved a recorded message from the CEO that they were all celebrating their 9 year anniversary so they were not available either. Thats fine but if we as customers have something come up on our due date it does not matter our service is shut off.I had to send a moneygram this afternoon and was unable to do it because I couldnt get into the website due to slow cricket modem also had to pay my OPPD electric bill which didnt get done.Desired Settlement: I would like the 1-800-cricket number to be answered not the first time that noone was available, did not have an option to hold. If our payment wasnt available we are disconnectedinternet did not run out of usage and payment was made and also have money in my flex bucket so why so slow. My internet speed should go up to it is used up or not to slow up as long as the payment is made. and pay bills and more on the internet. where is my $35 did not authorize any additional gb's

Business

Response:

May 02, 2013

Revdex.com

Online Complaint

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding Cricket Broadband service. In her

copmlaint, Ms. [redacted] states that she had purchased an additional 4GB of

data at the cost of $40.00. Ms. [redacted] states that her bill is $55.00/month

and that when she went to pay for her next month’s bill, the total was $97.00.

Ms. [redacted] states that she only purchased the additional 4GB of data for the

previous month and did not want to add this as a recurring charge. Ms.

[redacted] also states that her internet connection has been very slow and that

when she called into customer service, she was unable to reach anyone. Ms.

[redacted] requests that the additional data be taken off of her monthly bill

and that the 1-800-CRICKET customer service line be answered in a timelier

manner.

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.

Please be advised that several situations

will make it difficult to speak to a Customer Service Representative on this

line. Customers may experience extended

wait times during peak hours when call volumes are high. If Ms. [redacted] finds herself calling during

late afternoon or early evening hours, the wait time may be longer. Alternatively, Ms. [redacted] may also visit a

Full Service Cricket Store to speak with a Customer Service

Representative. To find a Full Service

Cricket Store, Ms. [redacted] can go to www.mycricket.com and click on the

"Find a Store" link.

A call was made to Ms. [redacted] on May 02,

2013 to discuss this issue. Upon speaking with Ms. [redacted], it was discovered

that her issues had been resolved with a customer service representative with

whom she spoke with on April 30, 2013. This representative had discovered that

Ms. [redacted]’s modem was the primary cause of the slow connection and ordered

a replacement modem free of charge. Ms. [redacted]’s Cricket account was also

credited a total of $50.00 due to the inconvenience. The recurring charge for

the additional data on Ms. [redacted]’s account has also been removed as of

April 30, 2013 and will reflect on her next bill. Ms. [redacted] made us aware

that these actions did indeed resolve her complaint.

We thank Ms. [redacted] for her communication

and we trust that these actions resolved 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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I bought an upgraded phone for my husband [redacted] from mycricket.com using my Visa card number. I was charged $43.69 on July 30, 2013. The Samsung Comment 2 arrived to our home on Aug. 2. I was again charged for the same purchase again on August 6, 2013. Only one phone was received. In total I was charged $87.38 for one phone. The original confirmation number I recieved online was #[redacted]. I called the cricket online order phone number that was shown on the invoice (866) 348-4425 on August 6, 2013 and spoke to a CSR named [redacted] told me that he was escalating the call to upper management and that the process usually takes 24-48 hours. Then my refund would be sent another 3-5 business days after that. I was placed on hold periodically between 5-7 minutes throughout the entire phone call. I asked [redacted] if the process could be expedited because I needed my money back and he said he would try but it is not a guarantee. I am totally dissastified with this process because I should have never been charged twice in the first place. I need this resolved sooner than 5-7 business days if possible. The reference number that [redacted] gave me for the phone call was TKT#[redacted].Desired Settlement: Refund of $43.69 to my Visa card immediately.

Business

Response:

August 19, 2013

Review: Hi, I called on the number [redacted] to cancel the monthly auto top-up because I got a new phone number. It was supposedly cancelled, but a charge just showed up on my account and my online information shows I am enrolled in auto top-up still. I got rid of my [redacted] phone and now I cannot get through to customer support at all. There is no online support or email either. Please cancel my auto top-up and refund the last charge.Desired Settlement: Refund of most recent charge and cancellation of auto top-up

Business

Response:

August 27, 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: 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: I haven't even had cricket for a month and I'm ready to leave. Your live chat & phone support is awful. Clearly outsourced with a horrible HR department. The workers don't care and clearly don't know anything about the company that employs them.I am missing my $25 referral credit. My friend referred me and we completed the referral form, I got an email denying I was a Cricket customer (probably due to another system bug.) Now, no one wants to credit me or help me with this case. $25 is not a huge deal, but what about when I need help in the future? It's going to be the same awful customer support. Pass this along to corporate or give me their contact information. Check out reddit, howardforums, or Facebook. There are so many customer service complaints with Cricket.Customer Service is the backbone of every company. I had to chat 5 times to get the status of a case, only to find out from a manager that my case was closed and deemed that I wasn't eligible for a referral credit (he wouldn't say why and he was extremely rude!)I chatted with [redacted] and [redacted]. They were all horrible. [redacted] and [redacted] abruptly ended the chat without helping (you guys have become notorious for that) & I doubt those are even their real names![redacted] (#[redacted]) I chatted with him on 11/3/14 at around 11:40PM EST. He's a manager [redacted] connected me to. He said my case was closed and I wasn't eligible for a referral credit. He didn't say why or offer any apologizes. I told him about my horrible experience with CS and my data & MMS outage. He said he couldn't offer me a credit because "if he gave me a credit then he would have to give everyone a credit. And he doesn't want to create credit seekers."Desired Settlement: I would like my $25 referral credit applied to my account or a higher amount for my troubles. Thanks.

Business

Response:

November 19, 2014

Revdex.com

Review: On 1/9/2014,I purchased a Cricket4GLTE Samsung Galaxy S111 White Phone. At the time of purchase, Cricket Communications, Inc. Was not serving their customers with 4G capabilities upon activation. However, I was assured that by the summer of 2014 my 4G phone would automatically be upgraded to receive 4G capabilities and that I would ALWAYS be able to download music from MUVE Music. MUVE Music is a special app that only Cricket Cell Phone allows their customers to download. (You can not download this particular app using any other mobile cell phone company, etc. sprint, Verizon wireless, AT&T). In June of 2014, when Cricket did have the capabilities to allow customers to receive 4G capabilities, my 4G phone which I purchase back in January could not receive 4G capabilities because I was not any longer considered a Cricket Customer but a "CRICKET LEGACY CUSTOMER". In addition, starting in March of 2015 I would not be able to download any music from the app name MUVE Music. This all came about because Cricket Communications, Inc. merged with another company name AT&T. Because of this merger, Cricket did not have to honor their verbal contractual agreement. Since I couldn't get 4G capabilities off of my Cricket4GLTE phone, I request a complete refund. It was denied. When I went to another mobile cell phone company to see if my Samsung Galaxy Phone could be activated to their 4G capabilities. It cannot: had I bought my phone from [redacted] or another retailer it could be activated, because it is a Cricket Phone only Cricket can upgrade it to 4G capabilities. The sales clerk indicated that Cricket should have given you 4G capabilities upon activation like all other mobile cell phone companies. I would like a complete refund in the amount of $337.00 in addition my $74.00 I paid monthly which at this time is $814.00 total amount $1,151.00. PLEASE HELP! Thank you.Desired Settlement: A Samsung Galaxy4,5,or 6 phone from any mobile cell phone company I choose.

Business

Response:

December 5, 2014Revdex.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

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: 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