Cricket Communications Inc

Review: When I came into the worldcom Cricket store at [redacted] I was told one price and how much that the owner [redacted] was goiving me a discount. He was fast talking and everytime he would tell my wife and I something different. We were told one amount and then when we got to the register the price was 110.00 more than what we were told. We decided to get the phone just becasue the numbers were already transferred over to the phone. It was told to us on Sunday that my wife's phone was originally $99.00 and he would give us a deal of 70.00 for hers and originally the phone that I picked was 189.00 and he would give me the phone for $99.00. So when we get there and start going through the process my wifes phone was already 69.99 he was not giving us any type of deal. What he did was jack up the price and then make us as consumers feel like we were getting a good deal to only be giving us what the phones were actually being sold for.Desired Settlement: If at all possible some sort of apology from cricket in regards to how this store handled consumers.

Business

Response:

April

26, 2013

RevDex.com

Online

Complaint

Re: [redacted] and [redacted]

Revdex.com

Complaint No: [redacted]

Cricket

Account No: [redacted]

Dear

Sir/Madam:

This

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

their interaction at the Worldcom Cricket store located at [redacted]. In their complaint they state that the owner [redacted] offered to

give them a discount but talked too fast and kept telling them something

different. They were quoted a certain price and when they got to the register

it was more than expected. They state they decided to get the phone at that

point, only because all of their numbers were already transferred over to the

new phone. When they looked at their receipt, they realized that they didn’t

get any type of discount. [redacted] quoted a higher price and then sold them for the

actual advertised price. They felt they were getting a good deal at the time,

but in the end they realized they didn’t. [redacted] and [redacted] request an

apology from Cricket.

We

apologize for any inconvenience or poor service [redacted] and [redacted] felt they

received. Cricket strives to provide excellent customer service at all times,

and we regret when that high standard is not met.

We

contacted [redacted] on April 26, 2013 to discuss the experience explained in

their complaint. We have forwarded her complaint to the Operations Manager of

the [redacted] market so that this interaction can be addressed with the store

directly. We apologized for the experience that Ms. [redacted] and her husband

received at this location and recommended to only visit corporate owned

locations in the future. To resolve their complaint we offered a $50.00 service

credit toward their bill, Ms. [redacted] accepted.

We

thank [redacted] and [redacted] for their communication and we trust that this

explanation properly addresses their concern.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: I asked cricket numerous times evan called tech support on the matter and they fail every time and asked them to fix the caller id issue it shows under completely different name and will not get changed im paying 45 dollars a month Evan thow the account under my name the called id shows [redacted] something and im getting sick of it they said 90 days its been over 6 months and still not resolved eitherDesired Settlement: fix the caller id please

Business

Response:

May 08, 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]. In her complaint, Ms. [redacted] states that her

caller ID displays a completely different name. Ms. [redacted] also states that she

has been trying to get the issue resolved for over six months. Ms. [redacted]

requests that her caller ID display her name when she makes outbound calls.

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 8, 2013 to discuss her caller ID issue.

After reviewing Ms. [redacted]’s account, we discovered that her phone was

provisioned incorrectly resulting in a different name being displayed on

recipients caller ID’s. We advised Ms. [redacted] that the provisioning on her phone

has been updated to display her information correctly. We also advised Ms. [redacted]

that this process can take anywhere from 7-90 days depending on the time it

takes for other cellular carriers to update their CNAM (caller name) databases.

Ms. [redacted] understood and was satisfied with this resolution.

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

Review: I purchased a new muve music phone from cricket after the one I had for two months started malfunctioning (same thing btw)they wont play music.customer service was a jokeDesired Settlement: either refund or replacement

Business

Response:

May

13, 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 service. In his complaint, Mr. [redacted] states that he

purchased a new Muve Music phone from Cricket after the one he had for two

months started to malfunction. He states that both devices would not play

music. Mr. [redacted] is requesting a refund or replacement for his device.

We

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

A

representative from our technical support team attempted to contact Mr.

[redacted] on May 9, 2013 and again on May 12, 2013. We were unable to reach Mr.

[redacted] to discuss his complaint in detail, or complete any troubleshooting.

We recommend that if Mr. [redacted] continues to experience a problem with his

Cricket phone to visit his nearest Cricket location or call [redacted] for

assistance.

We

thank Mr. [redacted] for his communication and we trust this explanation resolves

his complaint.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: On 03/29/2013 I was charged a total of $219.02 which covered service from 03/29/13 - 04/30/13 and the price of a new phone.On 05/03/13 I went to a local reseller to lower my plan to the $50/month rather than the $70 because I no longer required as much data, but instead of being charged the lower rate, I was told that I "owe" another $86, this covers my "Bill owed, overdue charges, and a SERVICE CHARGE (to pay the bill)" I was told that my bill will drop next month. To me this sounds as though I am not pre-paying for service and in fact am being double charged for the same month of service that I had paid for the previous month. Upon calling their billing support, I found out that there had been a credit placed on the next months bill. I also found out that within the 15 minutes it took for me to arrive back home that I had magically used 50% of my data plan. When I asked support about this I got some huge run around about how I used that amount between the dates of April 28 and May 3rd. I find this interesting because I do not use anything on the phone that requires data, when I do it is connected to my home wifi. Support told me that this is from when I use the browser (I don't) looking at the data tracker on the phone I see a total of 26.00 MB of data usage, with the number one application being my text messages (unlimited according to plan). When I brought my concerns up with support, I was given a whole different kind of run around. I finally hung up with support because I could see this was not going anywhere (Indian call center). My biggest issue right now is the data, how is it that traffic that I used last month showing up on this months service? Why is it that a whole month I used only [redacted] but now in just a few days I have used [redacted]? I do not even use the phone for anything other than texts and phone calls, all of which are unlimited according to the plan.Desired Settlement: I would like to see business practice changed. I would like to be given the option to receive a refund on the spot and not have it applied to the next months bill, since this is not a contracted service I feel like this is entrapment to get me to use more service that I may potentially not want. I would like to have my data wiped clean since I am positive I have not used more than approx. 26 MB and not the [redacted] reported. We should not have to pay a "Service charge" of approx $3 to pay bill

Business

Response:

May 15, 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 data usage. In his complaint, Mr.

[redacted] states that on May 03, 2013, he visited a Cricket store to lower his

monthly plan to a $50.00/month rate plan as he no longer required as much data.

Mr. [redacted] states that instead of being charged the lower monthly rate, he was

charged for next month’s services plus overdue charges. Mr. [redacted] was then

advised that a credit had been placed on his account to cover his next bill.

Mr. [redacted] then called into customer service to inquire about his data usage

and was told that he had already used 50% of his monthly allotted data. Mr.

[redacted] states that this is impossible due to the fact that he only sends text

messages and does not use applications that require data. Mr. [redacted] requests

the option to be refunded on the spot and that his data for the month of May be

reset. Mr. [redacted] also is inquiring about the $3.00 in store payment

processing fee.

We apologize to Mr. [redacted] for any

inconvenience or poor service he felt he received.

After reviewing Mr. [redacted]’s account, we

show that on May 03, 2013 his rate plan was lowered from the $70.00/month Muve

smartphone plan to the $50.00/month Muve smartphone plan. This rate plan change

was effective immediately and the lower cost of this plan will be reflected on

Mr. [redacted]’s next bill due date of June 01, 2013.

Cricket’s mobile data has always been sold

with a specific amount of full-speed data access and unlimited reduced-speed

data access. The amount of full-speed data is noted for each rate plan in its

list of features. Mr. [redacted]’s rate plan comes with 1GB of full speed data per

month. When Mr. [redacted] uses all of the full-speed data he has purchased within

a paid service period, Cricket doesn’t cut him off. Instead, we allow him to

continue using reduced-speed data for the remainder of his service period.

Reduced-speed data gives him access to all the same applications and services

as full-speed data but at slower speeds. A review of Mr. [redacted]’s account

shows that as of May 15, 2013, he has used 50% of his monthly allotted data

allowance. When Mr. [redacted] changed his rate plan, his monthly full speed data

allowance was lowered from 5GB/month to 1GB/month. The data measurement shown

on Mr. [redacted]’s account is correct. If Mr. [redacted] feels that his monthly data

allowance is inadequate or that he is using it very quickly, he can upgrade or

change his rate plan at any time to accommodate his needs.

A $3.00 processing fee is charged at full

service Cricket store locations for payments made. If Mr. [redacted] wishes to

avoid this fee, there are several options in which he can pay his bill each

month.

Automatic

Bill Payment

With this option, Cricket automatically

deducts the account balance from the customers’ credit card, debit card, or

bank account each month. There is no payment

fee associated with this method. To sign

up, contact a Vesta payment specialist at [redacted] or Cricket customer

service at [redacted].

On

Device

Payments can be made using the My Account

application directly from their Cricket phone. Go to My Account via the mobile

web or tap on the My Account icon (looks like a money bag) on the phone’s home

screen and click “Pay My Bill.” There is

no payment fee associated with this method.

Online

Payments

Payments can be made through the My Account

section of mycricket.com. There is no payment fee associated with this method.

Automated

System

Make a payment using a check or credit card

by dialing [redacted]. This is

service is available 24 hours a day and subject to a $2 processing fee.

Authorized

Payment Locations

Most authorized payment locations only

accept cash payments. Full Service

Cricket Stores accept cash, credit or debit cards, or checks. Payments are subject to a $3 processing fee.

Mail

A personal check or money order can be

mailed to the following address:

Cricket Communications

Processing of mail payments can take 7-10

business days before the payment posts to the Cricket account. To help ensure timely payment processing,

please write the Cricket account number on the check or money order. There is no fee associated with this payment

method.

We are unable to fufill Mr. [redacted]’s request

to reset his data usage for his current bill cycle; however a credit of $32.50

was applied to Mr. [redacted]’s account as a courtesy for his inconvenience.

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: hola mi nombre es [redacted] la razon por la cual pongo este complaint es porque me enganaron como acostumbran hacer el problema es que queria cambiar mi telefono cell y la compania en la que estoy lo tenia mas barato en el internet y llame al numero que tienen en la pagina y hable con el vendedor y me dijo que el me podia rebajar $10 mas aparte del descuento y $5 mas por poner mi cuenta con pago automatico y le dije a ok pero yo quiero el telefono solo sin linea pq ya yo tengo linea con ellos me dijo que no que era obligado vendermelo con una linea pero que no tenia nada que ver q ya cuando me llegara el telf no lo activara que cuando me llegara solo lo llevara a una tienda de cricket y ellos me remvolsaban los $50 del plan que el me vendio sin yo necesitar cosa que no era cierta tambien nunca me mando un numero de confirmacion ni un link que tenia que enviarme pq con la compra de ese telefono estan dando un cover free me puso mal la direccion y tube que gastar mi tiempo y gasolina en irlo a recojer cuando el telf llego ya llego con la tarjeta sim dentro del telf es decir q nada mas de encender el cell a ver si funcionaba bien se activo y tambien me cobro $15 de activacion en la tienda cuando lo lleve me dijeron que ellos no me podian devolver los $50 de la linea pq ellos no me la habian vendido habia sido por internet el vendedor me dijo que tenia 1 mes pa devolver en caso de algun problema y que era totalmente gratir el return cosa que fue cierta tube que pagar $17 de envio y cuando los llamo para decirle que me cobran el retun me dicen que eso ya no es problema de ellos me dieron un numero y asi me tenian de aqui para alla por eso les estoy escribiendo porque quiero que me devuelvan hasta el ultimo centabo que gaste ya que es mi dinero y no me lo regalan espero me puedan resolver este problema o si no decirme a donde dirigirme para que me ayuden gracias [redacted]

Desired Settlement: lo unico que quiero es mi dinero para atras completo hasta lo que gaste en el envio porque ellos por tal de vender un producto enganan a las personas y despues no les importa nada pq no es su dinero el que se pierde por eso les voy agradecer infinitamente que me ayuden.

Business

Response:

May

16, 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 complaint filed by [redacted] regarding a

refund for Cricket service. In Ms. [redacted]’ complaint, she states that she was

told she would get an instant $10.00 rebate as well as a $5.00 discount for

signing up for Automatic Bill Pay. Ms. [redacted] intended to purchase the phone as

an upgrade but the customer service agent stated it could only be sold for a

new activation. Ms. [redacted] states that she never received a confirmation email

for her order, and the phone was delivered to the wrong address. Ms. [redacted]

states that she returned the phone, and paid $17.00 in shipping costs to send

it back. Ms. [redacted] is requesting a refund for everything that she paid.

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 if that high standard is not met.

We

contacted Ms. [redacted] on May 15, 2013 and spoke to her about her complaint. In

reviewing her account we were able to see that Ms. [redacted] received a refund

for the device, but did not receive a refund for the month of service paid. We

advised her that we owe her a refund in the amount of $66.00, however we are

unable to refund for shipping and activation costs per Cricket’s Return Policy.

Ms. [redacted] understood and accepted our offer.

A

refund in the amount of $66.00 was processed on May 15, 2013 with the

confirmation number [redacted]. It takes 3-5 business days for the refund to

process back to Ms. [redacted]’ credit or debit card. We provided this information

to Ms. [redacted] and she was pleased with the resolution.

We

thank Ms. [redacted] for her communication and we trust this action resolves her complaint.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: On April.29,2013,I sign up for auto bill pay which mean it would come out of my checking account.Thinking that my due date was the 15 of each month they take it outtwoday prior to your due date.I was not inform of this in the store neither was I inform that it would start in June not May.So that put my account in the negative on May 7,2013 I call cricket corporate escalation.To inquire why was my bill still $104.20 When it should have been $80 and some change.I then inform the customer care person in the escalation department to remove me from the auto bill pay if I wasn't get what I sign up for .We got disconnected and he do not take me out of the auto bill pay.So now that my account is in the negative I feel it is cricket fouled because all of this could have not came to past if the gentleman had done in job.Desired Settlement: I would like the money put back to the account .

Business

Response:

May 16, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No:

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 signed up for Automatic Bill Pay on April 29, 2013.

She states that her due date is the 15th of each month but Cricket

withdrew the payment two days prior to her due date. Ms. [redacted] states that

she was not informed of this at the store. She states that on May 7, 2013 she

called Cricket’s corporate escalation group to inquire about her bill, she also

requested to remove her Automatic Bill Pay information from her account. Ms.

[redacted] states that her call was disconnected and her Automatic Bill Pay

information was never removed from the account. She states that her checking

account is in the negative because her payment was deducted on May 13, 2013.

Ms. [redacted] is requesting a refund for the payment.

We apologize to Ms. [redacted] for any inconvenience

or poor service she felt he received. Cricket strives to provide excellent

customer service at all times, and we regret if that high standard is not met.

In reviewing Ms. [redacted]’s account we don’t have

any record of her requesting to remove her Automatic Bill Pay information when

she called Cricket on May 7, 2013. She was un-enrolled in Automatic Bill Pay

per her request on May 13, 2013. She stated she did not approve the payment to

be deducted prior to her due date on May 15, 2013.

When Ms. [redacted] enrolled in Automatic Bill Pay

she was required to call [redacted] to accept the Terms and Conditions. She

accepted the debit to occur at least two days prior to her billing due date.

This is stated in Cricket’s Terms and Conditions section 11b,

You may authorize

recurring payment of your Cricket bill by credit card ("Credit

Card"); this authorizes us to charge all amounts you owe us to the Credit

Card up to seven (7) days prior to the due date and to demand immediate payment

from the card issuer. Unless required by law, we will not have to give any

additional notice to you or obtain additional consent from you before billing

that Credit Card for Service each month. You must promptly notify us of any change

in your billing address or the Credit Card you want to use for payment. You may

also pay your Cricket bill (1) by mailing a check or money order to us; (2) in

person at any Cricket authorized payment center; (3) over the phone; or (4) at

our official website ([redacted]). You may have to pay an

additional convenience/processing fee, depending on the payment method you

choose. In addition, we may charge an additional fee up to the maximum amount

permitted by law for any check or other negotiable instrument tendered by you

and returned unpaid by a financial institution for any reason. We reserve the

right, in our sole discretion, to require that you pay your Cricket bill with

cash, certified check, cashier's check or money order.

We welcome Ms. [redacted] to view Cricket’s Terms

and Conditions online at [redacted].

We are unable to fulfill Ms. [redacted]’s request

for a refund. This payment was applied to her current bill. As stated in

Cricket’s Terms and Conditions, monthly service charges are non-refundable even

if service is terminated or modified before the billing cycle ends. Ms.

[redacted]’s account is still active and in use.

Our records show that we offered a $37.00 credit

to Ms. [redacted] on May 14, 2013 for the amount she was charged as an overdraft

fee from her bank. She accepted this offer but wished to have it applied to her

granddaughter’s account ([redacted]). Ms. [redacted] was given a courtesy credit

on her account in the amount of $25.00 due to the miscommunication about her

Automatic Bill Pay discount not reflecting on her account.

We thank Ms. [redacted] for her communication and we

trust this explanation resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: Cant Uninstall Cricket Broadband Old Program Form My Computer. I Call Them 3 Time Already And They Will Not Do Anything To Help Me. Im Am Not Playing About This Im Not Going To Paid Microsoft Support $249.99 Dollar To Get Cricket Program Uninstall Off My Computer. Its They Program And They Are Going To Paid It. To Get This Program Off My Computer. They Program Cause This What Im Dealing With Now. I Just Want They Old Program Off My Computer.Desired Settlement: To Fix It Get It Uninstall Off My Computer.

Business

Response:

June 17, 2013

Review: July 11, 2013 To Whom It may concern: I am writing to inform you of a unsatisfactory customer service experience from my cellular provider Cricket Wireless. The reason is due to unfulfilled rebate due back to me from the upgraded purchase of a new cell phone in Store on the [redacted] Location. On 4/29/2013 I visited the [redacted] Location which is the Cricket headquarters of the area, I went there to insure I would receive a positive experience with correct information with my purchase of a LG Regard with a 100 Rebate. So with that information given I decided to go with that phone option recommended from my sales associate she stated at time of transaction to make sure reaches at location by June 22, 2013 also to make sure I do not have a lapse in service due to that would void the ability to get the Rebate. I sent my information to Cricket Promotions, Offer [redacted] in time. I then receive today in mail that due to in not being post marked in time I will NOT receive my 100 Rebate which is due to me ! I immediately called the number listed to inform them this is unacceptable customer service and In no way was I ever communicated to me It needed to be postmarked 30 days from purchase the sales associate just kept reiterating to have it there by June 22 2013. I spoke with [redacted] today at this number [redacted] explaining to her I was unaware of this and she then pointed where on paperwork to see that statement. I also explained that I would be contacting you and that I wanted her to make a exception due to it was postmarked June 4, 2013 according to her which is only 7 days over. I also informed her that I was in no rush to get this in because of the unexpected passing of my brother May 18, 2013, and like I stated previously the sales associate said to make sure there just before June 22, 2013.I am looking for Cricket to compensate me with my 100 refund as stated.Desired Settlement: I want my 100 Rebate as I was told from the Sales associate on how to proceed. The Cricket customer Service [redacted] stated she was going to send information to a account manager to see if a exception can be made. I truly believe it should be. I also think that I should not have been told that they can't be held accountable for what the stores are telling customers? That is not good business especially when the Location I went to is Cricket's Headquarters of the local Area.

Business

Response:

July 17, 2013

Review: My phone was stolen. I Need a refund of $11.02 (I actually need a refund of 25.00). Purchased a $25.00 card at [redacted] but had to purchase another $25.00 online to activate the phone. Then I added the $25.00 card to my account to pay for the next month. While using the supposed free unlimited internet that was advertised with the phone, I was charged 13.98 off of the $25.00 I had on my account for the next month. I called them about the issue and they claim "They don't give refunds". What? I never read or signed anything that said they could charge me for something that was advertised to be free. I am sure no matter what there terms are thay can not advertise for free and then charge for it and then say "we don't give refunds", just like the person who stole my phone dose not give refund eather! 1. They gave false information on there advertisement. 2. They charged me for what they said was free.Desired Settlement: I would like a refund of $25.00 for payment for the next month that I did not receive any service for.

Business

Response:

July 26, 2013

Review: [redacted], I had already written this lengthy complaint against Cricket communications....I have sent this email to the CEO of Cricket, a guy named [redacted]...I have also called the Cricket Corporate headquarters in San Diego at [redacted] and left a voice mail with somebody (it was a guy, did not hear the name)....Rather than type up a separate letter/complaint, I figured I would just send you a copy of the same email I just sent to the CEO of Cricket....the email address I had sent it to was [redacted] Please review the letter and look into this matter...This needs to be dealt with on a corporate level, because I have gotten nowhere when I call the 1-800-Cricket number or in trying to call some of these tier 2 escalation tech support people....thank you..... by the way, I believe the name on this email account shows "[redacted]." AT the time of setting up this account I was a little worried to use too much real info, so I used a fake last name with [redacted], but my name is [redacted]. Please see complaint that was emailed below....My cricket cell number is [redacted]....I have been with you guys for years now and to be honest, I will probably be leaving your company in the next few days, as the customer service I have been getting recently has not only been EXTREMELY unprofessional, it has been UNACCEPTABLE in every regard....Let me explain what has been going on...My cell phone stopped working at my house this past Sunday, August 25th, 2013.. I can't text, can't make a call, can't go on the web, nothing! It says "network down" or "network unavailable." This is ONLY at my house...As soon as I drive a couple blocks away from my house it works fine. This SAME problem happened back a few months ago, where my cell phone was not working at all at my house, back in April. At that time, I called the 1-800-cricket number and they went through all their troubleshooting techniques and nothing worked, so they opened up a ticket. To make a long story short, it took them a few days to get things working again. I was explained by a guy named [redacted] (one of the technicians in the tier 2 escalation department) that there had been an issue with one of the towers. The problem had been fixed, but going through what I went through at that time was a nightmare, to say the least. Having to spend over an hour talking to 1-800-cricket, with somebody in the [redacted] who spoke horrible English, then having to wait the 24-48 hour turnaround time they give you, then having to wait another few days on top of that until the problem was fixed, yeah it sucked!

Last summer, back in 2012, when I was in the city of [redacted], on vacation and staying with my brother, this same phone had no network for the whole time I was down there, which was a week! It was giving me the same "network down" message on anything I tried to do with my phone and keep in mind, this was not just isolated to the house I was staying in there down there, (as is the situation I had back in April of this year and what I am going through now) but this was happening throughout the WHOLE CITY of [redacted], so for a week when I was down there I had zero access to my cell phone. Even though I knew this wasn't a phone issue, that it was a NETWORK ISSUE (tower issue, whatever...) they still recommended I bring the phone into one of the stores and so I did. I got a new cell phone at that time and surprise, surprise, it made no difference, because as I have already stated, I had the same issue back in April of this year at my house and now again at my house....This bring us to where I'm at now...As I stated, my cell phone has not been working at all at my house since this past Sunday, August 25th, 2013....As stated, it gives me "network down, try back later" no matter what I try to do on my phone... Back in April of this year, the last time this happened, there were tier 2 tech support people who dealt with the situation, a guy named [redacted] and a guy named [redacted] (don't know the last names of these two.... [redacted]'s number is [redacted].... [redacted]'s phone number is [redacted]... I remember that [redacted] had specifically stated back in April that if I ever had the same type of issue again that I could call him directly, instead of having to call the 1-800-cricket number and go through that drawn out process. This [redacted] guy had told me the same thing....So, that's what I did... Since this past Sunday, I have probably left at least TEN different voice mails for this [redacted] guy and guess what??? Not one response from him....On his Voice mail, he even stated his off days and Sunday and Monday are NOT any of those days, so he can't use that as an excuse for why he didn't call back....and although I understand these guys probably deal with many tickets, is it that hard to pick up a phone and call somebody back, acknowledging that you received their messages and are looking into the matter? I mean, seriously?!! To avoid TEN different voice mails like that is pathetic and it's unacceptable customer service....They even have the nerve to then thank you at the end of their voice mails for being a cricket customer, yet this is how they value you? So, along with the ten different voice mails I left for this [redacted] guy, I also left at least three of four voice mails for this [redacted] guy.... I stated to both of them in the voice mails the problem I was having, that I was very displeased and considering leaving Cricket.... After it became clear that they were ignoring my calls, I also stated that I was considering reporting this unprofessional behavior to the Revdex.com and going to the [redacted]....Still never got a call back.....Nice, huh? So, after the ignored phone calls I called the 1-800-cricket, spent an hour and a half again, with somebody who spoke horrible English, go through all the same pointless troubleshooting techniques before they would officially open up a ticket. This was Monday, around 6pm PST that I called in and that the ticket was opened up... the confirmation number they gave me was..fix it [redacted].....I spoke to this lady [redacted] in the [redacted], she is a supervisor there I guess. I asked about receiving a credit or some kind of compensation for what I am again having to go through with Cricket and that fact that I am currently without service at my home. She told me she couldn't give me credit at this time, that they have to wait until after the ticket has been closed out. This is yet another inconsistency, because in the past they never had any problems giving me credit right away and back in April when I had this problem, [redacted] (one of the tier 2 tech people I had mentioned) had no problem giving me credit for 2 months, just like that, without having to wait, so why is this lady telling me something different.. She had said that the tier 2 department has different rules/guidelines to follow then when you call the 1-800-cricket number...So, I did get a call back from this [redacted] guy on Tuesday, August 27th, 2013....He had called the land line number that I left...Unfortunately, by the time I got to the phone it has went into voice mail...He leaves a message saying that he was CHECKING to see if the phone was working and if it's not to please call back within 24-48 hours to let them know. My question is why the heck hadn't they just already sent a crew out to look at the tower right when they got the ticket in the first place, especially given the fact that when I call the 1-800-cricket number they did all these troubleshooting techniques and it didn't work?? Why stall even more time? Did they think the problem was going to just go away on it's own?!! So, I called him back not even a minute later and surprise, surprise, he doesn't answer and it goes straight to his voice mail. I leave him yet another message saying that the problem has not bee fixed and that it was going on 3 full days without service at that point. So, then yesterday, Wednesday, August 28th, 2013, I get a call back from one of [redacted]'s colleagues named [redacted], I believe. I had even left him a voice mail or two back on Sunday when I first started having these recent problems and just like [redacted] and [redacted], he didn't have the courteously to call me back, only AFTER the ticket was opened and a few days later did he call back... [redacted]'s number is [redacted]....He actually was able to get through on my cell phone for a few minutes...So, we were talking and I had figured everything was fixed, but I did ask him if he would call me back in 20 minutes just to make sure..Before our conversation was through we got disconnected and my phone was back to doing the same thing, with the NETWORK down message....So, I called and left him another three or four messages yesterday, letting him know that the phone cut him off and that the issue still hasn't been resolved and also reminding him that he told me he was going to be calling back in 15 minutes.. He never did call back...I didn't receive any messages when I checked my voice mail on my cell from another phone...[redacted] also had my land line number and he didn't bother to call back that number either..... So, here is now is Thursday, August 29th, 2013 and still no service here at my house... This is going on 5 full days and STILL NO SERVICE at my house... I have been calling these guys since Sunday and STILL NO SERVICE at my house... The ticket was officially opened on Monday and STILL NO SERVICE...These people in your Tier 2 escalation tech support department NEVER answer their phones, I mean NEVER. It always goes to voice mail....and they just don't return calls! As I stated, I have left at least TEN different voice mails for this [redacted] guy since Sunday, leaving both my cell number and my alternate land line number and haven't heard from him once.... This [redacted] guy responds to me a couple days after the fact, after I had left him a few messages, and like I said, leaves me a message, asking me if there still is a problem, thus not doing anything to correct the issue, but delay my down time even further.... He never even made any reference to the messages I had left him, which leads me to believe that he was purposely ignoring my messages, just like [redacted]... The ONLY reason why he got back to me I believe was because I had opened up the ticket officially and so, he had to at that point.... And then, this [redacted] character, [redacted]'s colleague, who promises me he will call me back in 15 minutes to see if the phone was still ok, of course, he doesn't call back and like I said, I have left him a few more messages since... On top of this, you have a customer service department who always is difficult to understand and this lady, [redacted] telling me she couldn't even give me any credit at this time...All she did was notate the account that I was requesting at least a month's credit for my trouble, minimum..... and when I asked this [redacted] if she could get me in touch with a manager or somebody in charge at this Tier 2 escalation tech support department she told me she couldn't , that they have no control over that... She was able to include in the ticket that was created some of my complaints, namely that I had already called this [redacted] guy and [redacted] several times, left messages and that they never got back to me and she listed their phone numbers that I called in the ticket, but obviously that doesn't seem to have done any good....and how the heck doesn't she have a manager or a supervisor's name and phone number to give me in this tier 2 department or how doesn't she have the access to send an email to somebody in charge over there, so that they can look into this poor treatment I have received? I mean, it just seems like if you want to make your customers happy and if you guys value your customers, everybody should be on the same page, and this customer service department should have the ability to be able to do that.....You don't treat customers in the manner I have been treated, especially a customer who has been with you guys for years now..... Like I said, I will probably be leaving here in the next few days and I am strongly considering filing a report with the Revdex.com and going to the attorney general for what I consider to be, fraud....to sit here and not give somebody a credit, and still be charging them when they haven't even had service in their home for days now is not acceptable.... Unfortunately, I have read a lot of other reviews about Cricket and there seems to be one common consensus and that is extremely POOR customer service and people telling other people to be aware and stay away....and some of these reviews were from years ago and still you guys seem to be having the same issues....I am very surprised, especially in a market where you guys have a lot of other competitors....Can you guys look into this immediately? I supplied you with phone numbers and names.... Can you get in touch with whoever is in charge at this tier 2 escalation tech support department and hold these people responsible for not only being extremely unprofessional, but for not doing their jobs and ignoring a customer's messages??You shouldn't even have people like this working in the first place, if this is how they treat people? If that's how they treat their job and that's the level of customer service they show, they shouldn't have a job....let them know that I have been without phone service at my house now, since Sunday and that the ticket was officially opened up on Monday.......let them know that they don't return phone calls and ignore messages and don't call you back when they promise they are supposed to...and if my some small chance I wasn't supposed to call them directly, but open up a ticket first, then why back in April, did both this [redacted] and [redacted] tell me that I could call them directly in the future if I ever have a similar problem? You don't tell somebody that and then ignore their calls...I want my phone back working again...They SHOULD HAVE ALREADY sent a crew out to check the towers...Again, this should have been done after they got the ticket stating that despite all the troubleshooting techniques customer service did, my phone still wasn't working... Can you make sure they get a crew out today to fix this tower and that I get a call back today from a SUPERVISOR in this tier 2 department, checking to make sure and ensure that my service is working properly? I want these people held responsible for how I have been treated...Like I said, if you guys value your customers and customer service in general, you should take this email very seriously and do something about it, right away, and not just brush it off...Please respond through this email and if somebody could call me, [redacted], I would appreciate it and if I could get that response today!! I have already waited long enough... I will be including this letter, along with the proof of all the other calls I have made if I decide to submit my complaint to the sources I have already mentioned....Again, the cell phone number is [redacted], but I am at my house and without any service, I need to be contacted on the [redacted] line.... Also, on the account I believe it shows [redacted]....It might show both of our names, not sure, but I know it shows her as primary....that is my mother, she opened up the account years ago on her name,but it is my phone.....She stopped being a cricket customer a while back for the same type of lousy treatment.... Also, if you guys even care about keeping me as a customer, I want some credit...They gave me two months before when this happened in April, I am looking for the same...

august 29th, 2013Desired Settlement: Please review complaint.

Business

Response:

Review: On Saturday 9/14/2013 I placed an order by telephone (Order # [redacted]) for a new cell phone and service plan from cricket phone service. I was told that I would receive the new phone and activation information via free overnight shipping and that I could expect the phone on 9/16/2013 which would be the following Monday. When I did not receive the package on Monday, I called Cricket customer support and was told that I would receive the package on the following day. When I received the package on Tuesday and noticed that my name was spelled [redacted] vs. [redacted] I called to ask for a correction on the order. I was told that I would have to activate the service in order to make any changes on the account. At that point, seeing this as an indication of things to come, I decided to return the entire unopened package and cancel the service. Eventually, I was given the following return address: [redacted] however I was a bit concerned that Cricket's customer support would not provide a return authorization number. On 9/18/2013 I sent the telephone back through USPS (tracking# [redacted]) and according to the tracking information, it was delivered on 9/19/2013. Today, 9/21/2013, I called to confirm receipt and to get information about my refund. I was told verbally that the package was received; however the representative said that she could not send a written confirmation and that I would have to wait for 30 days for a refund. At this point I do not know when I will be getting a refund, or if it will be the full refund that I expect, since I returned an unopened product.Desired Settlement: I would like a written confirmation of Cricket's receipt of the unopened package and a written confirmation of the full refund amount, and a more specific date for refund processing.

Business

Response:

September 27, 2013

Review: My wife and daughter purchased this phone on 9-10-2013, paid cash on all purchases this day have all receipts. First receipt shows payment of 51.13 then on the 17th of Sept. I had a talk with [redacted] at 1-800-cricket to make payment on my personal and wife's personal phones when it was denied payment, when I checked amount on computer of our account I found that money had been removed from account without my or wife's authorization. So I told mark at cricket and I was given a number to call.so I called and I spoke with Mrs. [redacted] then I was told a investigation would happen and they would get back with me in 24hrs. Next day I contacted them the next day to this cricket no. and they could find nothing of this problem. The women Miss [redacted] told me that I had to talk to someone in another area, I told her I was not going to talk to another person that could not give me answers and I wanted the corporate office number she said that it had to go through other stuff. I told her I wanted the number again and she gave me another line. I told her by law she has to give me the number, she gave me more stuff and then she says she was going to transfer me to a person to pay my bill I told her I'm not paying a bill because they have a cricket person illegally removing monies from my account. Then I hung up this being said I then have to go to this wonderful site to get help... Now cricket manager Mr. [redacted] I spoke to also at the 811 S. [redacted] in [redacted] store about this situation, the credit card was never introduced for any payment during the 9-10-13 purchase and have receipt proving this. And Mr.[redacted] was the the person who checked my wife and daughter out at counter, all was paid in cash. then on Sept.16th $51.13 was removed from the account with out any permission so this is theft in the laws eyes,and to me it is worse. This day was a Monday and I was home no calls to cricket or calls from cricket.Desired Settlement: A immediate call from corporate (a person that knows his/her complete job of the complete company). After complete explaination on how this kind of problem should of been handled. And then I want to know why I was told by Mrs.[redacted] that their was no payment made from my account when my account shows the company that removed the monies. And all other settlement can be handled at this time. In full a complete response to all situations and they are all on their recordings.

Business

Response:

October 1, 2013

Review: Unfair agreement concerning insurance that wasn't worth anything when taken out.

Cricket offered insurance on a cell phone for $5.00 a month. The phone was lost after about a year. Went to Cricket to make a claim. Was told that the deductible was $70.00 and would be provided a refurbished phone. Anyone can walk into a Cricket store and buy a new one for $79.00! That is highway robbery. Would have been glad to pay a $25.oo deductible.Desired Settlement: It would only be fair to seek a refund of the money paid on insurance that was not worth anything at the time it was taken out.

Business

Response:

October 24, 2013

Review: Dear [redacted],Your refund request for $61.92 has been denied. Account shows active usage from 11/10/13 - 11/18/13. No partial refunds due to unlimited minutes.This the email I reserved regarding canceling services..I bought a cell phone from the Cricket company and the phone just stop working. I went inside one of the retail stores and was told my phone looked brand new and they did not understand why it stopped working. I was sent to another retailer that same day and was told that cricket has had many problems with this type of phone and my warranty expired two day earlier. I was offered to purchase another phone for the 300.00 and when I declined the teller put in a request for a refund. The email [redacted] is what the company Cricket emailed. I want my refund.. I paid for a service with no contract and no longer have that service. I expect them not keep my money because they feel like it. Help me with this issue please.Desired Settlement: I would like a refund. I choose to receive a no contract phone service plan. I did this because I wanted be able to get out if I did not like the service.

Business

Response:

November 21, 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 a refund. In her complaint, Ms. [redacted] states that her phone stopped working and that she was just outside of the warranty period. She was offered to purchase a new phone for $300.00, but declined and disconnected her service. Ms. [redacted] is requesting a refund in the amount of $61.92 for unused services.

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.

After reviewing Ms. Chapman’s account, we are unable to provide her a refund for $61.92. A call detail record on her account shows that there was active usage from November 10, 2013 (start of billing cycle) – November 18, 2013 (disconnect date). Per Cricket’s terms and conditions, monthly service charges are non-refundable even if service is terminated or modified during your billing cycle.

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.

Review: I signed up for a plan with cricket that included a the phone plan(voice and data) and a cell phone. They ads say one can get a phone with monthly payment on credit. They approved me but at a higher amount of what was advertised. Then they demanded for me to pay upfront for the service plan and taxes on the phone to activate the service ($125). I did. The remainder of the day I used the phone but the advertised data (3G) speeds were very slow in most places I went especially my home. The voice service was also terrible as not only I had a hard time hearing or getting heard but some calls didnt even come in. I went back to the store to return the phone and cancel the plan since this was not remotely acceptable. They took the phone back but said they wouldnt refund me any of what I paid even though it was only for 1 day. They say its in the terms and conditions. They also wouldnt return any of the other upfront costs like taxes even though I returned the phone. They said I should contact the phone financing company.Desired Settlement: my service charge should be refunded minus the day of service I did use. the taxes and other upfront fees on the phone should be refunded.

Business

Response:

December 3, 2013

Review: When I purchased the phone online it said it was effectively "pay as you go"(monthly). It touted no contract, so when you want the service turned off, you can just stop paying. I bought the phone online, but the salesmen as the [redacted] full service center on [redacted] basically said the same thing. Around mid-september my wife didn't need the phone for a few weeks, and I was paying well in advance of the phone, so I stopped paying in October. They sent texts they would leave texting on for a "limited time", but the assumption was the service would stop for a few weeks. Around mid-October, I paid the bill again, expecting another month of service. Within two weeks, the phone was shut off again. Went to the [redacted] full service store on 12/3/13 just after 4 PM, and was helped by a salesman on the second register from the left. As soon as he believed he understood the problem his eyes rolled back and his body language acted very fed up and negative. He explained I still had to pay for the two weeks the phone was shut off because texting was still left on. I told him my wife only got texts for 3 days and nothing for the other time it was off. He said "at this time there's nothing we can do, you can try another store or call 1-800-Cricket. I got annoyed and upset he was telling me to go somewhere else, and confused by "at this time" wording - he gave the impression he COULD help, but wouldn't. After some argument, I asked to see the manager. Instead of offering to have the manager contact me, he said he wasn't in and I could leave. I left. Later I found the published phone number doesn't work; you can't call the manager either. 1-800-Cricket credited the account, but I'm still upset at this store. The phone cust. serv. told me they were full service, and should have been able to help me the same way she did. The employee was rude, indifferent, untrained, and there's no accountability to report them. Cricket didn't admit to any mistake, just brushed me off really.Desired Settlement: I would like to see Cricket investigated. I called the [redacted] store after this incident and verified with a salesperson that you are NOT obligated to pay once the phone is shut off, it's how you end your service. So for them to claim, for two different reasons I was given that are excuses and nonsense, that if I want the service BACK on I must pay for the time it was shut off - is a form of extortion, since they wouldn't have billed me otherwise. At a minimum it's a kind of fraud.

Business

Response:

December 6, 2013

Review: I received a phone in the mail. As soon as I opened it I noticed there was water damage to it. The phone was not even activated yet. I called the cricket online store of whom I purchased it from and they gave me the run around. I recently had surgery and I am unable to drive. I've informed this on this matter. I wanted this phone sent back and a new phone in its place. I was told that wasn't an option. I'd have to wait 30 days for a refund and I'd have to pay shipping to send this phone back.Desired Settlement: A replacement phone and paid shipping to send this phone back!

Business

Response:

December 19, 2013

Review: I made a Mastercard payment of $51 via the mycricket.com webite for the January billing period on 01/14/2014. The payment was applied to the future February billing period by crickets' system. My service has been susupended and Cricket will not apply the payment to the January billing cycle and reinstate my service, nor will they refund the payment.Desired Settlement: Refund of payment applied to future February bill, or have future February payment applied to January and service reinstated.

Business

Response:

January 22, 2014

Review: I entered into a no-contract telephone service in October of 2013. I pay $54.00 a month to Cricket Communications for a contract free phone service. The money is payed electronically from my bank every month. This month (January) my phone, which is used by my daughter who lives in [redacted] stopped working. I had to call Cricket communications support line four times, and was given a complete run-around by support staff. I was placed on hold one time for twenty-minutes and was forced to hang-up when no one came back to me. Another time I was transfered to(of all things a support person with [redacted]) the young lady was unable to tell me what had happened or how it was she got my call. Another person from Cricket told me that they had no proof of ever having received my check for payment. I informed him that I was looking at the check that had been cashed and stamped by Cricket Communications,well prior to the payment being due. He stated there was nothing he could do for me and advised me to email a copy of the check to him so that at some point he could begin some type of search for the payment. With regard to my daughter being without a phone he offered his apologies and said, this is how it has to be until they could verify that the payment had been made. This is completely unacceptable. This telephone is a life line between my daughter and I and the payments for it are made well prior to the actual due date, and now owing to the incompetence of this company my daughter will be without a phone for five days or more. Please help me.Desired Settlement: I would like my complaint to be a matter of public record so that other consumers considering business with the Cricket Communications Company will think twice prior to entering into business with them.

Business

Response:

January 28, 2014

Review: Cricket Communication needs to have their business license checked-into and possibly revoked. Customer service is not telling consumers the truth, that they do not service the [redacted] area. Plus when you call [redacted] you do not even have the option to talk to a CS .......unless you purchase something....... Check it out for yourselves, it is amazing how they send you off, and even admit themselves to incomplete service and delays !! I have spent too much time with some Customer Service [redacted])which means there is a lot of useless repeat-and-frustration. Today (3-3-14) after questioning me for 30 minutes, they took my CC information, pretending they were ready to activate my phone to a [redacted] area code, and....they hung up on me ! I called again, ohhh so hard to reach them (I had to press all those buttons for purchasing). They are unable to give me a ** area code number, but they do not tell the truth. When you tell them you already spent 30 minutes for nothing, it does not matter to them. They simply frustrate you so that you hang up and go somewhere else. From [redacted] Coast (where I purchased their service) I moved to [redacted] Coast, they started charging me extra but their service was lame. Why was I forced to keep a lousy servicer ? For personal reasons. I happened to be used to and was comfortable with the simplicity of the phone (obsolete but highly practical model for non tech-savvy older person). So today I decided, after a few months of interruption to reconnect with them, and found out they are still struggling to do business on the [redacted] Coast. Dishonesty is a big issue here, so if you are aware that nowadays consumers do not know how to properly complain to Revdex.com, many like Cricket get away with bad business. Perhaps this will give you an idea of how to make it possible for consumers to tell you their stories. Come forward with more ads in the subway about your protective serv.There is - of course - no point in complaining to Cricket directly. Thank you.Desired Settlement: Please spread the word. Revoke Cricket's license.

Business

Response:

March 12, 2014