Cricket Communications Inc

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: 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: I have been a customer of cricket for the past 3 years. During that time I have always paid their bill and paid on the insurance. In Feb 2014 I upgraded to another phone using my same number. About a week of purchasing my htc phone for almost 390 dollars... it was not taking calls, not texting correctly and people couldn't hear me when I answered. I took it back to the cricket store I purchased it from and they would reset it each time. This happened about 8 times. So I got fed up and asked for the phone to be replaced. I called customer service and they informed me they and they told me to take it back to the cricket store in Harvey Il to check for damage. I was told I would get a full refund if it was not damaged. When I took it to the cricket store in Harvey Il... they told me they didn't take the phones back or give refunds. They didn't handle that and that I would have to call the manufacturers..While I was there they pretended to call customer service and we stood for an hour and she told me to leave, I called her back 3 times through the day and asked her what the ra number was and she cursed me out on the third time and was very rude.. I called the customer service and after speaking to people I couldn't understand from India..I finally got the manufacturers number myself and I was told that I would have to mail it back and it would be several days.. Now mind u this was after speaking to many people on the phone and being told conflicting stories about what to do with the phone.. along with being cursed out by the worker at the Harvey Il cricket store. Finally I sent my phone to the manufacturer to check for damage.. I have paid insurance on this phone for a long time and am being screwed from getting a refund or a new replacement. I was told by customer service that I had to pay the bill even though I was with out the phone for at least a week, (the phone is a lemon, they took the phone, I don't have it and I don't have a replacement or a refund).Desired Settlement: I want a total REFUND because I do not want to be a customer at cricket.. but I have to pay the bill don't have a phone as it is being checked for DAMAGE or any resolution to the problem when they know that I have been a good customer for the past few years.

Business

Response:

June 20, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states that his phone began to malfunction within the first week he purchased it. He took the phone to a Cricket store several times and they would reset it. He called customer service and asked for the phone to be replaced. Customer service told Mr. [redacted] to return to the store and he would get a full refund if the phone is not damaged. The store would not return the phone or provide a refund. Mr. [redacted] received poor customer service at the store and he called customer service to request a replacement. He was told he would have to mail his phone to them and it would take several days for a replacement. He had to pay his phone bill even though he was without the phone for a week. Mr. [redacted] is requesting a full refund. He no longer wishes to be a Cricket customers.

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

Mr. [redacted] states he already shipped his phone for evaluation and replacement. Our records show Mr. [redacted] activated his replacement phone on June 11, 2014. We recently made changes to our warranty exchange process and we apologize if Mr. [redacted] feels this process has inconvenienced him in any way. On June 20, 2014 we issued a $15.00 courtesy credit to his bill. Please note, we offer several warranty exchange options:

•Advanced Exchange: Customers will be shipped a new or reconditioned (like new) replacement device before sending their defective device to the Cricket Returns Center. Customers can choose between 2-day delivery for a $10 shipping fee or next day delivery for a $20 shipping fee. Customers will be charged a security deposit equal to the value of the device ($30 - $600, dependent upon the device). A full refund of the security deposit will be applied to the customer credit card within 5 business days once the customer has returned their defective device to the Cricket Returns Center and if the device meets the warranty exchange return policy requirements. If the device does not meet the warranty exchange requirements - the security deposit will not be refunded and the defective device will be returned to the customer.

•Expedited Post Exchange: Customers must to send their defective device to the Cricket Returns Center before they receive a replacement device. If the return is compliant with the warranty exchange policy requirements, a new or reconditioned (like-new) device will be shipped to the customer. Customers can expect to receive the replacement device within 3 business days after shipping the defective device to the Cricket Returns Center. A $20 shipping fee will be charged to customers for this option.

•Standard Post Exchange: Customers must send their defective device to the Cricket returns center before they receive a replacement device. If the returned device is compliant with the warranty exchange policy requirements, a new or reconditioned (like-new) device will be shipped to the customer. Customers can expect to receive the replacement device within 5 business days after shipping the defective device to the Cricket Returns Center. This option is at no cost to the customer.

All returns, exchanges and refunds for phone purchases are subject to the store’s return policy. We are unable to issue a refund for Mr. [redacted]’ phone. Monthly service charges are nonrefundable, as stated in our Terms and Conditions of Service (www.mycricket.com/terms). Please know that Mr. [redacted]’ feedback about his recent customer service experience has been forwarded to the appropriate management team for follow up and training.

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.

In reference to complaint ID [redacted]... seriously.. first .. the only reason I reactivated my replacement phone was the was because Cricket has refused to refund me my money either from the store in Harvey IL or from the corporate office.. .. I paid well over 360 dollars for the device.. was I supposed to throw it away and say f it ?????? I cannot afford to go purchase another phone without a refund of my money. . I am a disabled veteran living on ssi and enjoy using phones to listen to music, surf the internet and to call my friends and family.. I could not do any of that with the phone that had been sold to me.. my only other option since Cricket refused to give me a refund was to reactivate another phone... by the way.. I have been a cricket customer for almost 2 years.. always paying my bill and my insurance for previous products which I did enjoy.

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: 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: 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: 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: Before purchasing a phone or signing up with cricket service we were assured by crickets in store staff and phone staff the phone would call the 867 area code. After a month of complaints their solution to the issue was to disclude the 867 area code from their service area. We were then told we had to pay extra for their international calling, after doing so we were still not able to call the 867 area code. We were then told we could go to the store and return the phone for what we paid for it and what we paid for the service we never received. We then went to the store location and were told they would not return it and were threatened by staff using physical posturing. Upon paying the bill early today (11/24) we cut off the international calling service which should end on 11/29 which still does not call the 867 area code. They then cut off the service that has already been paid for until the 29th upon calling about this we were told we had to pay another month for this service that we already paid for.Desired Settlement: Refund for phone and all services and fees agreed to by cricket, that after months we still have not received. Everything we have paid them!

Business

Response:

December 15, 2014Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: N/A

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding service and fees refund. In his complaint, Mr. [redacted] states that before he purchased his phone and service with Cricket he was assured he could call area code 867. He claims that after he complained for a month, he was advised that the solution to his concern was to pay extra for the international calling plan, but still he was unable to call area code 867. He states he was told he could return the device and that the service payment would be refunded, but at the store he received unprofessional service, and he was denied any refunds. Upon paying the bill on November 24, 2014, he cancelled the international calling which ended on November 29, 2014. He claims the services were disconnected because he was required to pay an additional international feature charge even though he already had paid. Mr. [redacted] is requesting a refund for the device and all services and fees.

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

Our Cricket International Plan includes unlimited calling to landlines in 35 countries. However North West Territories are not included. The 867 area code belongs to the North West Territories (NT].

In addition, per Cricket’s Terms and Conditions, Cricket provides a 7-day return policy - beginning on the date of purchase - in which the device may returned or exchanged for qualifying new or reconditioned wireless device at one of our Cricket Stores. If purchased at a Cricket Store, the device must be returned or exchanged at that same Cricket Store. In addition, service refunds are not refundable.

Regrettably, we were unable to find Mr. [redacted]’s Cricket account under his name and address on this complaint. If Mr. [redacted] can provide his Cricket account number and mobile number, we would be glad to research his complaint further.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Review: I bought a galaxy s4 I spent 650 plus 268 in acesories for the phone the 2nd day I had the phone the screen stoped workin this is my work phone so I lost that day of work and the next day because I could not get schedualed I spent 6 to 8 hrs on the phone with cricket and [redacted] trying to get the phone replaced because I also pay 9.99 a monthy 4 insurance they repeatedly bounced me from person to person repeatedly hung up on me and they sent me on a dummy mission a 40 minute drive to the upPer darby criCket store where I sat 45 mins just to be told they had no phones in stock so after another 3 hrs on the phone having problems with because the phone is two new no one wants to honor the warentee well [redacted] PROMISED ME ON THURSDAY THE 12TH THAT A PHONE WAS BEING SHIPPED NEXT DAY DELIVERY well it is now tuesday and cricket I cant never get threw to a operater ive spent at least 4 hrs finaly got transfered to [redacted] and they told me my claim was denied it had to go threw cricket online my boss told me I am going to be laid off if I cant have a phone figured out in the next few days I had my old phone turned back on but it has so manyproblems I am going to be fired and lose my place to live because [redacted] PROMISED ME IT WAS HANDLED I WAS ROBBED OF 8509 PLUS DOLLARS AND GIVEN A DEFECTIVE PRODUCT NOONE WILL HELP ME ON THE PHONE OR IN STORE THIS HEARTLESS CORPORATION I HAVE USED YOU GUYS SINCE 08 GIVEN YOU THOUSANDS OF DOLLARS AND NOW IVE LOST 5 DAYS IN WAGES AT 150 A DAY AND IM STUCK WITH 2 PEICE OF JUNK PHONES MY 2 YEAR OLD BARELY WORKING ONE AND A 700 DOLLAR PAPER WEIGHT YOU MADE A VERBAL CONTRACT WHEN THE SECOND TIME I FILED A CLAIM AFTER THE FIRST TIME IT WAS DENIED BY SAYING IT WAS ACCEPTED AND ON THE WAY BY NOT TELLING ME IT WAS DENIED YOU HAVE JUST COST ME MY JOB AND MOST LIKELY MY HOME I HOPE YOU KNOW YOU RUINED MY LIFE IM SITTING HERE A GROWN MAN WEEPING LIKE A CHILD I NEED REIMBURSMANT OR HELP I JUST WANT MY WORK PHONE OPERATIONAL..U RUINED MY LIFE CRICKET AND [redacted]Desired Settlement: I NEED MY PHONE REPLACED A WHITE GALAXY S4 AND SOME TYPE OF CREDIT BECAUSE IVE LOST OVER $1000 BECAUSE OF THIS HEARTLESS CORPORATION CRICKET AND [redacted] RUINED MY LIFE THEY WILL STEAL YOUR MONEY AND GIVE U BROKEN PHONES AND NOT FIX THE SITUATION AND KEEP CHARGING YOU 4 IT I HOPE SOME ONE FROM HIGHER UP THE CRICKET FOOD CHAIN SEES THIS AND DOES SOMETHING PLEASE I NEED TO WORK I SPENT EVERY $ I HAD WITH U I CANT AFFORD RENT NOW AND HAVE NO MONEY TO GET A PHONE FROM ANOTHER COMPANY PLEASE HELP

Business

Response:

September 30, 2013

Review: when me and my wife purchased our phones from cricket they said our 4g phones needed a 4g network to talk which cricket wouldn't have till july 2014 .so we paid a year for that now they have got 4g .They said our phones are not compatible but they say 4g on them .the employee repesenting them said soon as cricet gets 4g it will turn on automatic .so me and my wife paid for 4g for one year and so called 4 g phones ???????please help me and my wife got ripped off.Desired Settlement: to refund last years phone plus past years service bills

Business

Response:

July 29, 2014

Revdex.com

Review: Purchase a new phone and prepaid (jointly) for telephone/internet services via online. Have called multiple times and went to several Cricket store locations even Corporate. I even have a ticket number issued but I continuously receive excuses daily for not wanting to provide the services I paid for.Desired Settlement: I would like for Cricket to look into the issue. Fix it. And render the service I paid for.

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 tried to make an online purchase on July 10, 2013 for an upgrade on my phone. At the time of my purchase it looked as if everything had processed correctly, but I was told that the order did not process correctly by someone from Cricket after not receiving my phone a couple of days after the order was placed. So I was told that my money which was $86.39 would be credited back to my debit card in 3 - 5 business days.It is now July 24, 2013 and I still have not received my refund or the phone. My bill is paid in full which is on a prepaid basis so I do not know why it is taking so long for me to receive my refund.Just an unhappy customer. :([redacted]Desired Settlement: I just want my money back that I purchased for the phone that I did not receive: $86.39

Business

Response:

July 31, 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: We kept getting disconnected. This would happened with every phone call, I believe that representatives are only allowed to be on the telephone with each client a certain amount of minutes and after this the telephone disconnects. They say they'll CALL YOU BACK if the call drops and DO NOT! They repeated things that I did not say..... They have YOU REPEAT THE SAME THING you said to the previous representative(s) again to each agent and by the time you are done explaining the problem, the phone disconnects so you don't get a solution. THEY BROKE A WORLD RECORD, I WAS ON THE PHONE WITH THEM FROM 10:00 AM UNTIL 5:00PM TRYING TO GET MY OLD NUMBER TRANSFERRED TO their new lines.........THEY CHARGE YOU ADDITIONAL COSTS TO HAVE YOUR OLD NUMBER TRANSFERRED OVER, OR THEY TELL YOU TO BUY A NEW SIM CARD AND MINUTES AND LOSE THE MINUTES ON THE PLAN THAT THEY SENT YOU WITH THEIR TELEPHONE NUMBER. WHICH FOR ME WOULD BE $100.00 because I bought 2 plans. A REPRESENTATIVE TOLD ME TO BUY ANOTHER SIM CARD FOR $9.99 AND $25.00 in MINUTES, AND SAID THAT HE WOULD CREDIT ME THE $9.99 and the $25.00 and the $50.00 (for the plan I already bought). HE TOOK AN ADDITIONAL $35.69 OUT OF MY BANK ACCOUNT AND WE WERE DISCONNECTED PRIOR TO COMPLETION. WHEN I CALLED BACK I GOT A NEW REPRESENTATIVE HE SAID THEY HAVE NO RECORD OF THE $35.69 WITHDRAWAL THAT THE REPRESENTATIVE TOOK OUT OF MY BANK ACCOUNT AND BECAUSE THE REPRESENTATIVE DID NOT GIVE ME A CONFIRMATION NUMBER OF THE WITHDRAWAL THERE WAS BASICALLY NOTHING THEY COULD DO, THEY WOULD NOT HONOR THE CREDITS THAT HE PROMISED AND I WAS DISCONNECTED EACH TIME. THEY ALSO SAID THEY HAVE NO RECORD FOR ACCOUNT ###-###-####. I HAD THE SAME PROBLEM TRYING TO TRANSFER MY OLD TELEPHONE NUMBER TO THEIR LINE ASSIGNED TO ME ###-###-####. So, I paid for two telephones $50.00 each total $100, two $50.00 plans for a total of $100.00 and then $35.69 that there is no record. NO NUMBER TO CORPORATE OFFICE.Desired Settlement: I want my previous numbers transferred over to my new cricket lines and I want my $35.69 put back into my bank account. I do not need another sim card or any more minutes as this will cause me to lose $50/$100.00 which I was not told until after speaking to the fifth representative. The switch was never completed. They have the money but have no record of taking the money so actually they just have my money. If they will not change my numbers, I want both plans $50.00 each refunded.

Business

Response:

September 12, 2014

Review: I had a top-up account with this number [redacted] I made two payments in April 11, 2013 at 8:51 am. One payment was 49.72 and the other was 55.25. I went to the store on April 22,2013 to get a new phone. The clerk informed me that I could not get my money back or it was not switching over and I would have a new phone number I said No. But changed my mind went right and I bought the new phone and she gave me the same number. So I say I just wait and get home to look on my account on internet see if it had showed there since I had that same number. No it was not there the whole account profile was wiped out immediately. I have receipts that was sent to my email as confirmation on payment also bank statement which my girlfriend paid from her account I have her ready to give her information. We both also tried contacting them but it's nothing they can do. I don't think these people should be able to take ANYBODY'S hard earned money and keep it they need to give refunds.Desired Settlement: I would like my money back

Business

Response:

May 22, 2013

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: I made an order for a new phone online. The order would not go through so I had to start the order over again. When did the order the second time I forgot to check the box that I wanted to transfer my phone number over from another carrier. I did a chat online - the person told me I had to call to cancel it. I called they said I had to do it online. I said no, I was told to call. They then transferred me. Over an hour and a half later of talking to people and being transferred to multiple departments (one department twice) I have no answers on how I can get the order fixed or cancelled. Such a simple request yet I cannot get it handled and I am told I cannot cancel my order, that was made moments before all of this started.Desired Settlement: Tell me how to transfer my phone number over with no extra charges to the phone I just ordered. Or, tell me how to cancel my order and get a full refund.

Business

Response:

September 10, 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

Review: I purchase a cricket phone and service from [redacted] located in Melbourne Fl an authorized cricket retailer on 08/21/2014. The sales associate expalined to me that the phone will pick up LTE/4G. After leaving the store and on my way back to Miami, FL the phone service only picked up HSPA no 4G LTE. I mailed the phone back USPS with signature confirmation [redacted] 1420 9755 within 7 days of their refund policy which they signed for the phone on 08/25/2014. I called the store on 08/26/2014 and spoke with [redacted] and explained to him that the phone purchase does not pick up 4G LTE. [redacted] explained yes it does and I said no it doens't. [redacted] insisted it did; however, doing my reserach on line HSPA and 4G LTE are two different speeds. I also explained that the sales associate that sold me a phone that didnt do what it suppose to do. I ask for a refund and Mr. [redacted] said I needed to come in the store. Thats impossible because I am 100 plus miles away and cannot not aford to pay for gas. The company refuses to give me a refund unless I drive the hundred miles.Desired Settlement: I am requesting a full refund of the phone in the amount of $99 plus taxes. I kept the service with my unlocked phone which is fine because my Iphone 5 picks up the 4G LTE. The company that gave me the wrong information is [redacted] LLC [redacted]Melbourne, FL 32904[redacted]###-###-####

Business

Response:

September

8, 2014

Revdex.com