Cricket Communications Inc

Review: Cricket makes the claim on their website that their service plans are half that of the competition. Please see this URL: [redacted]

if you call the competing vendors for pricing, ( I have [redacted]) you will find that Cricket's claim of being half the price of the listed carriers is a lie. I have seven lines of serivce from [redacted] and each line costs me $40 per month not the $90 per month that cricket advertises. I wanted to switch to Cricket from [redacted] but when I did a HONEST comparison of the rate plan pricing for a family plan, not only was cricket's claim to be half that of [redacted], Cricket is actually MORE expensive. If Cricket is going to do a price comparison in their adverting, they need to be honest and not deceptive to consumers. My complaint is there are many consumers who would not do their homework and just accept Cricket's lies as truth and purchase service from them.Desired Settlement: I would like Cricket to publish the real prices for their competition and stop lying to the public on their website and on their store front advertising. Cricket needs to drop their claim that they are half the price of other carriers because it just is not so. Stop lying to the public and be honest in price comparison.

Business

Response:

January 16, 2014

Review: I have been with cricket for years. Not sure how many exactly but our business relationship has lasted since 2009 with no problems until now. I recently (Oct 8 2014) purchased a new phone from the website. I received the phone and used it for about two weeks before I realized that it was defective (not receiving phone calls, not able to press any buttons while in a call or checking visual voicemail, not able to end the call.) I rely on this phone 100% for my job and I am LOSING MONEY because of these problems. Went into a store to get a replacement and the rep said that they have a 7 day return policy and that I needed to contact the warranty department which I did. The 4 hours I spent on the phone (the majority of which, over 110 minutes, was spent on hold. I spoke to two people who claimed to be supervisors however I only caught the name of one of them who said his name was [redacted] and his employee ID was [redacted] May or may not have been true. He also said he was the highest I could escalate which is not true because the previous supervisor had told me he was going to transfer me to his super. Just befor I was hung up on. The warranty department gave me two options, neither of which are feasible for me. One involving me sending the phone in and the other involved me putting 100$ down so they could send me a new one. I am struggling to get by at the moment and as both of those options would end up costing me money, neither of them is reasonable for me. This is not right. I informed them that I am not able to receive work calls and that I am on the verge of filing a complaint due to loss of wages because they sold me a faulty phone and wouldn't replace it. They told me that the reason I am in this situation is because I didn't catch the fault in time (7 days) which is not even reasonable!!!! I am absolutely enraged at this company for their deplorable customer service. I am not the type to complain but these people are now affecting my livelihood.I need this resolved ASAP please.Desired Settlement: I want a new phone without being totally phoneless, and without putting down a friggin deposit. I already paid for the phone and I didn't make them wait to receive my payment, I shouldn't have to wait to receive the FULLY FUNCTIONAL PHONE THAT WAS ADVERTISED ON THE SITE WHICH I PAID FOR. I am going to the courthouse tomorrow.

Business

Response:

November 20, 2014Revdex.com

Review: I was looking for a decent WiFi service so I would be able to connect my [redacted] to the internet to play online,I was speaking with a rep at Cricket Communications about their data plans and which one would best suit my needs for internet connection with the gaming console.Not only did the gentleman ask but I had specifically told him numerous times the playstation would be the only device using the internet.So I didn't think I would need a very expensive plan and neither did he,the man suggested I buy the unlimited data with 2GB plan for $35 and told me that would be perfect for what I was using it for so I bought it."TWO" days later it would no longer conect me so I called Cricket and they told me I had already went through all the GB's I had available and that not even their most expensive plan at $65 would even last a week.I spoke with a supervisor and she told me there was nothing she could do for me didn't even try to help at all just said I'm sorry,so needless to say not only was I lied to and deceived but I feel like I was robbed and taken advantage of "IS THIS HOW THEY TRAIN THEIR EMPLOYEE'S TO MAKE A SALE"Desired Settlement: Just want my $35 back to put towards another carrier that can help me!

Business

Response:

January 8, 2014

Review: My complaint is that I was unable to pay my Sep bill so I called and asked for a credit for the days not used in the month. I was on the phone almost 40 minutes, spoke to 3-4 different departments, was continually placed and hold and no one would assist me with my request to keep me as a cricket customer.Desired Settlement: I would like a credit for the days my service was not used.

Business

Response:

September 25, 2013

Review: Cricket automatically took out money from my bank without my consent. This caused my account to be overdrawn. When I contacted cricket I was told I would have to take it up with my bank.Desired Settlement: $45.14 my bill for the month + $18 bridge payment + $105 I was charged in overdraft fees= $168.14

Business

Response:

July 3, 2013

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: 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: After being a Cricket customer for a certain length of time I applied for [redacted](low income) free 250 minutes cell phone service. I was approved. After approximately 1 year Cricket informed me I had been added to their LifeLine benefits discount, I had never applied for with them. However since I am only allowed 1 LifeLine benefit, I cancelled with [redacted]. I recently changed my cellphone provider to [redacted], and my monthly bill is less than Cricket was with the Lifeline discount. My phone number was ported to [redacted] so it shows I am no longer a Cricket customer. Cricket acknowledges that my phone number is no longer active with their company, but has NOT removed the number from LifeLine with Cricket, which is preventing me from applying with another LifeLine phone carrier. I DONOT NOR AM NOT currently receiving any LifeLine discounts from [redacted], nor do they offer the discount. I want Cricket to release my number from LifeLine discount with them so I may be free to obtain another LifeLine phone at no additional charge to me. I am extremely low income, an feel Cricket is almost holding my number hostage for the LifeLine discount.I would appreciate a speedy resolution on this matter. Thank you, [redacted]Desired Settlement: I would like the Revdex.com to be aware of Cricket's Business practices and I would also like a $47.00 REFUND for the minutes I never used for the month of March and also for holding my phone number hostage.

Business

Response:

March 27, 2014

Review: I HAVE BEEN PAYING CRICKET 43.71 A MONTH UNTIL NOW.I GET A TEXT MESSAGE TELLING ME THAT I OWE THEM 51.00. THEY CAN'T TELL ME WHY THIS IS HAPPENING.I HAVE BEEN PAYING MY BILL AT [redacted]..I WOULD LIKE TO KNOW HOW THIS HAPPENED. I WILL PAY THE BILL THIS MONTH BECAUSE I NEED A PHONE UNTIL YOU CAN TELL ME SOMETHING...Desired Settlement: I WOULD LIKE MY BILL TO STAY THE WAY IT IS AT 43.71 INSTED OF 54.00..

Business

Response:

July 2, 2013

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: I purchased a cell phone, the HTC one. Unfortunately it was stolen and I had to file an insurance claim and pay a 140.00 deductible. They sent me just like it, however, it wouldn't keep a charge, it got very hot when you put it on the charger, my wireless internet kept attempting to connect by itself, I couldn't calls or text. I went into the store and they said another phone would be sent to me just like it. They said it was a discontinued phone because of the defects . That phone however was doing the same thing. I put it on the charger and when I went to pick up the phone, it burned my hand because it was so hot and I immediately dropped it cracking the screen. I called the insurance and they said I had to pay another 140.00 to get another phone. Mad as hell. I paid the 140.00 only to get another phone that gave me the same problems only more. I went into the store located at 8383 Westheimer, explaining to the reps the problems that the phone was giving me. I was told I had to contact customer service. Customer service told me I had to contact the insurance, the insurance told me I had to contact the warranty department and the warranty department never answers. For almost 2 weeks, I have been getting the run around trying to get the phone issue resolved. Yesterday I couldn't make or receive calls and text for 2 1/2 hours. This is completely unacceptable. Why are they still issuing a phone that they discontinued due to defects to customers. Why am I getting the run around to get my issues resolved. I pay my monthly bill every month for a phone that I can't even use. When I went into the store, there was another customer with the same phone having the same issues that I am having. I work too hard for my money to just waste money. I paid 140.00 twice in less than a month only to get another defective phone that they no longer sell because there are too many defects and issues. This is very poor customer service. CRICKET NEEDS TO RESOLVE THIS ISSUE ASAP!!!!Desired Settlement: replace my phone with similar phone or refund me my money for both insurance deductibles and my phone. stop sending me a defective phone that you no longer sell because of the defects.

Business

Response:

June 4, 2014

Review: I paid full price for a phone and they refuse to unlock it so it can be used with other providers. They don't make that clear when you are buying it, that even though you are paying upfront, full price and even though it is unlocked to be use by any carrier outside of the US that inside the US it will be a fancy brick unless you use Cricket. Even the a salesperson who was spoke to after the purchase initially stated that all of the Cricket I-phones were factory unlocked until and they had to be called back once it was found to be untrue and they then stated it was locked. There is also very little customer service unless you are potential or current customer so there is no way to contact anyone that can help me there that I have found.Desired Settlement: If they could change their unlocking policy and unlock my phone it would be ideal, other than that, if its just posted on the Revdex.com so that people know what they are getting into if they pay such a high upfront price to Cricket Wireless.

Business

Response:

December 26, 2013

Review: I purchased a iPhone 5c on a payment plan through [redacted] which is an cricket retailer and they have a 30 day no hassle return policy when I purchased the phone I tried to return it the next day and trade it for a different phone the manager told me they didn't have another phone that I wanted and told me to come the following Monday so I go to the store that Monday and they say they still don't have a phone yet and to come back Friday so I go back again and he say they still don't have a phone in yet it's now been two weeks now and 30 days is going to expire.Desired Settlement: I would like to return the phone for the samsung galaxy s4 before the 30 day return policy is expire I feel that they are trying to not honor there 30 day policy by letting the warranty expire.

Business

Response:

March 20, 2014

Review: Number one.) I was told by Cricket if I did direct pay from checking, my cost would be $30.00 instead of $35.00 a month. I kept getting charged $35.00. I tried to resolve this with customer service. Even called CDA Cricket Store. I was told to leave return phone number for a call back. I did not recieve that call.Number Two.)Finally getting fed up, I contacted Cricket Customer Service on May 17th. I ask to have service cancelled and would I have service through the 19th. I'm paid up til then. QUOTE "YES THAT IS RIGHT YOU'LL HAVE SERVICE TIL THEN" UNQUOTE As soon as conversation ended, phone was SHUT OFF.Desired Settlement: I want compensated for the difference between the $35.00 / $30.00 while with Cricket, also for time paid for that was taken from me. Again, I want compensated for the pictures lost that are stuck on phone. Several of my granddaughter graduating.

Business

Response:

June 2, 2014

Review: I'm Having issues with this [redacted] financial company that cricket wireless have assist me to use in order to get approved for the GALAXY S3 cellphone.I agreed at a cricket store location to pay [redacted] financial $43.61 bi weekly and gave them my prepaid card information so they can withdraw the funds from my account. A month later I get a letter informing me that my account has been closed and for me to continue to make payments thru money gram or by mail. I called [redacted] because I was confused and thought there had been a mistake. [redacted] explained that my institution wouldn't allow them to withdraw the payments, I explain that I used a pre paid card and it shouldn't be a problem. They explained that they don't take prepaid cards. I had to pay late fees and through money gram. which I was furious due to they took that form of payments at my cricket location. Through this whole process I have yet to receive a bill only letters saying to make my payment by whatever due day. which wasn't professional at all. When I call [redacted] to inquire about anything they keep changing there late fees.They even sometimes act like the dont see payments from money gram in there system. I have to actually have the reciept in hand and give them exact info for them to say that payment was made. Today is 11/22/13 my last final payment is due.I called them to pay the full amount today.I had to call to get the exact figures of what I owe and they tell mei owe $549.71 and $200 in late fees.I COULDN'T BELIEVE IT.I had them give me a manager and he tells me four payments late is $200 in late fees due to my state at the time I purchase the phone, when I asked for cooperate or someone above him he wouldn't give me a address he tells me hes in [redacted] and a p.o box #.On prior paper work it has a [redacted] address when I asked about that address he responded he just collect a debt,and for me to call customer service which I thought that's who I been talking with. He then give me a number to call and its the number I called. Rip offDesired Settlement: I just would like to pay what I owe on this phone and reasonable late that may apply, not made up fees. Also I would like them to be investigated due to they make you get behind so you have to pay what credit they gave you, and now your paying for the phone product twice. I have just repaired my credit and don't need a scam charge to be put on my credit due to [redacted]. They even tried to tell me I already passed my NINETY DAY payment agreement, which I still have all email records of my agreement.

Business

Response:

December 9, 2013

Review: My phone stopped working 3 days after I paid my monthly plan fee. I took the phone to the store to see if they could get it out of FTM mode. They told me that I had to take it over to another store. I called tech support and they tried to help me to no avail. I suspended my service because I couldn't use my phone. I later went to a different carrier and got a new phone. I called to tell them that I wanted my money back on a service that I no longer needed. They told me that they don't reimburse for unused time. I told them that I guess that I just lost $55. I just want what is fair and get my money back for my unused time. I had only had their service and phone for about 8 months. You would think that they would know how to get their phones out of factory mode. It seemed like that they just didn't care whether or not my problem was resolved.Desired Settlement: I would like to have what is owed to me which is $55 minus the 3 days of active service

Business

Response:

June 20, 2013

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: 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: Filed a claim through my cellphone insurance on 5/21/14. I received the new phone 5/22/1980. The phone originally costed approx $600. My deductable was $200 for the replacement. When I called to activate replacement phone [new from Cricket - Esecuritel], my insurance we deleted by customer service represented, not by my request. Customer service rep refused to fix problem by phone. If I did not call back to make sure my insurance was still active, I could have been responsible for paying for a new phone that is approx $600 all over again. Issue still not resolved. This is a nice scam and good way to keep forcing people to purchase new phones when they are unaware there is no longer insurance on their account. Then when something happens, its too late.Desired Settlement: Insurance placed back on my account. In addition, customers should have to request insurance be removed unless it is a used phone. In that case, agent should notify member that insurance will not cover used phones.

Business

Response:

June 13, 2014

Review: last month on may 2nd I got a text message from cricket telling me that my bill will go up to the 45 dollar month plan, from excesive usage and roaming, and violated crickets contract,I was on the 35 dollar plan with my lifeline discount of 12.50 per month it was only 23.50, I called and complained to cricket wireless customer service and told the person I don't go no where or travel, ask any of my family ,, so he told me and I quote disregurad the email iam still 35 dollar month plan,around Monday may 24th my cell phone kept frezzing up on me , so again I called cricket and got my phone reset and fixed it,, the next day may 24th I missed a call and got a voice mail,then I rediled the voice mail in my town and it said cricket roaming the it went to my mail box and any calls I made said the same thing iam roaming there was no indication on my cell phone I was romaing IAM IN THE SAME TOWN called again and complained to cricket they told me I violated my contract and I can only have the 45 dollar month plan I said right I don't go no where, I hung up and called back again and another person told me I can only have the 45 dollar month plan because the new phone I had to activate is a 45 dollar month phone right that is wrong my friend has the same exact cell phone with the 35 dollar plan and life line credit, I do not have a smart phone , a regular cricket phone, my friend lives in the same area same cell towers,, I went online to my bill I saw I was on the 45 dollar month plan I was mad I even lost my 5.75 dollars flex bucket,I have the same cell number and account number what I want is my 35 dollar month plan plus lifeline discount and my flex bucket back I honestly did not know I was was roaming in my town I had no way to tell my cell phone did not warn me till my cell phone kept frezzing up and I could not dial out on my cell phone, plese help or will choose a different cell phone company, and no way violated any contacts with cricket and have been a loyal customer since 2008Desired Settlement: WANT MY 35 DOLLAR MONTH PLAN BACK WITH THE LIFELINE DISCOUNT WHICH WILL BE 23.50 PER MONTH, I ALREADY PAYED THE 15 DOLLARS TO REACTIVATE MY NEW CELL PHONE WHICH IS NOT A SMART PHONE just need the basic 35 dollars per month plan, I do not travel or go no where, I free months of service

Business

Response:

June 12, 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 his complaint, Mr. [redacted] states that he received a text message from Cricket on May 2, 2013 informing him that his bill will increase to $45.00 per month due to excessive usage and roaming that violated Cricket’s contract. He states that he was on the $35.00 plan and received a Lifeline discount of $12.50. Mr. [redacted] states that he called Cricket several times to inquire about the message he received, and was told that he would need to switch to the $45.00 per month plan. Mr. [redacted] states that he went online several days later and saw that he had been changed to the $45.00 per month plan. He states that he doesn’t travel, nor does he use his phone excessively, so he was unaware that he was roaming or violating Cricket’s contract. He is requesting that his account be corrected and changed back to the $35.00 monthly plan and to receive a credit for a free month of service.

We apologize to Mr. [redacted] for any inconvenience or poor service he felt he received. Cricket strives to provide excellent customer service and we regret when that high standard is not met.

Cricket provides nationwide coverage to most areas; however we often partner with other wireless carriers to ensure that our customers have coverage across the United States. Mr. [redacted] lives an area where we provide both Cricket coverage and partner coverage. Cricket reserves the right to modify his service if more that 50% of his voice or data services are being used on a partner network, as stated in our Terms and Conditions of Service, located at www.mycricket.com/termsandconditions :

The primary use of your Device must be for domestic purposes within the Cricket-owned network. Cricket reserves the right, without notice, to deny, terminate, modify, disconnect or suspend service if more than 50% of your voice and/or data usage in on a Partner network. The display on your device may not always be on and will not indicate whether you are on a Partner network or roaming. Cricket may limit or terminate service if you no longer live and have a mailing address within a Cricket owned-network area.

To better understand Cricket’s coverage in his area, we encourage Mr. [redacted] to view the coverage map on our website, www.mycricket.com.

Mr. [redacted] spoke to a member of Cricket’s corporate escalations department on June 3, 2013. He was provided an explanation about Cricket’s Terms and Conditions and coverage. Mr. [redacted] stated that he was interested in getting his $35.00 monthly plan back. Mr. [redacted]’s concern about his plan was escalated to another department that was able to make a one-time exception for Mr. [redacted]. Normally, Cricket would not be able to change a customer back after they have exceeded their usage on a partner network.

On June 3, 2013 Mr. [redacted]’s plan was changed from a $45.00 plan to a $35.00 plan, his Lifeline credit is still active on the account, and is not affected by changing the base rate plan. We have applied a credit for $12.83 which will cover the cost of Mr. [redacted]’s July 1, 2013 bill amount. Mr. [redacted] will not have a payment due until August 1, 2013.

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.

the reason I did not except the resolution to the complaint is, 1, I was in the same town and did not roam on my cell phone and I have proof of that, 2, I lost 3 of the calling features that I had before,,was call waiting,, call forwarding and 3 way calling, I was grandfathered in and before I lost my 35 dollar plan I had them and when cricket switched me to the 45 dollar plan when I supposedly violated my contract in which I did not.

Regards,

Business

Response:

June 18, 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 rejection filed by [redacted] regarding Cricket service. In his rejection, Mr. [redacted] states that he did not roam within his town. He states that he lost call waiting, call forwarding and 3-way calling when his plan was switched.

Cricket’s $35.00 monthly plan does not include the calling features that Mr. [redacted] describes. He has the option of adding these features for an additional $5.00 per month. Should he wish to make changes to his plan we recommend he call ###-###-#### or visit his nearest Cricket store location.

We thank Mr. [redacted] for his continued business and trust that this explanation will bring his complaint to a close.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111