Cricket Communications Inc

Review: I paid for service from Cricket Communications and I have been unable to utilize my service because they failed to provide me with the pin code during the activation process and after numerous attempts to obtain the pin from both the customer service number and also the store where the activation was done, I finally got a number where someone answered only to be told that they could not help me because I didn't have the pin that was supposed to be provided to me during the initial activation process but during the activation process I was told that I would receive a text to my modem with my pin. So my service is paid for but I can not use it. I cant get a new pin issued to me unless I travel approximately 2 hours away from my location to a " Corporate Store" , which I did only to be told that they did not handle those issues there and when I informed the customer service supervisor that I would just like to have my money refunded since I was unable to obtain pin # from all the sources that they directed me to my phone call was abruptly disconnected and I have been unable to get in touch with anyone since then.Desired Settlement: I would like to have the money that I paid for service and activation returned (total money $ 68.80) to me because I have not been able to use the service and I don't wish to continue to attempt to do business with this company.

Business

Response:

June 9, 2014

Revdex.comOnline Complaint

Re: [redacted]Revdex.com

Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states she paid for service but has been unable to use it because Cricket failed to provide her with her PIN code during activation. She has made numerous attempts to obtain the PIN from Cricket customer service and the Cricket store where she activated. Ms. [redacted] is requesting a refund in the amount of $68.80 because she has not been able to use the service.

We apologize to Ms. [redacted] for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met. Cricket protects Customer Proprietary Network Information (CPNI) by requesting an authorization ID (AID) when a caller requests access to an account. The AID is a 4-6 digit number created by the account holder. Cricket customer service representatives will ask for the name of the caller and the AID associated with that account. Date of birth may also be asked to be verified before a customer service representative is reached. Cricket imposes these security measures to protect against attempts to gain unauthorized access to CPNI and to authenticate a caller before any information is disclosed. For accounts where an AID has not been set up, callers are verified by providing a social security number. The AID can be reset online at www.mycricket.com and a text message would be sent to the Cricket device with a temporary AID. However Ms. [redacted]’s account is no longer active with Cricket and cannot be accessed online.

Please note the authorization ID is only used as security verification for Cricket employees to access the customer’s account. The AID does not impact the customer’s service provided. Her device was activated for the service period in question, why it was not functioning on her computer cannot be determined at this time, because her account is no longer active.

Regrettably, we are unable to issue a refund to Ms. [redacted] for her payment made March 29, 2014. Monthly service charges are nonrefundable per Cricket’s Terms and Conditions of Service (www.cricketwireless.com/terms).

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

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: We transferred to a different phone service provider on September 20, 2013. The transfer went through for both of our cell phones with no problems with our new carrier. We have an email from Cricket confirming the transfers went through. There was no service with our phones to Cricket after that. We did not notice until recently that Cricket has kept debiting our personal checking account for service to our number 817-880-3544. They refuse to refund us the $38.59/month even though they are taking money out of our account with no authority to do so and no services rendered. We feel this is fraud and deceptive trade practices and theft. We want Cricket to stop debiting our account and to refund us the $385.90 they took fraudulently and unauthorized. I'm sure we are probably not the only dissatisfied customers they have had, nor the last.On 7-7 we spoke with our banker,Brandon cluiss and he immediately stopped the debitting of our bank account.Desired Settlement: we wish that crickett reinburse us $385.90 in the form of a cashiers check asap.

Business

Response:

July 14, 2014

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: 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

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: 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've been to [redacted] once and they completely destroyed my phone and they never gave it back. IT had water damage they claimed that they could not fix it,charged me $170 for the service and also kept my phone and only refunded me $150 instead of the whole $170. My family member went to another location in Aurora, Co also and they fixed the phone BUT the screen looked like it had literally been glued on. It was disgusting, dry glue all over the phone. The screen was lifted and not flat. It was the poorest job I've ever seen anyone do. The device looked like a 12 year old kid tried to fix it himself. Then my fiance decided to go to another location in Aurora, Co as well, I told them not to but they insisted. The phone was taken to them Oct 2nd, by Oct 7th it still was not done. We asked for our money back and they tried to convince us that We have to wait 5 business days for them to refund us. Ridiculous. I finally started raising my voice and then they magically found a part at another store and told us it could be fixed within a couple hours. The girl got an attitude with me and did not want to give me a refund and the manager just sat in the background and listened. They also couldn't explain to us where it was written that We could not be refunded until 5 business days,which still makes no sense. I will never go there again. And I will make sure to at least keep my friends and family from going there because they are unprofessional, careless, rude, have no common sense and no human compassion.Desired Settlement: I would like a whole refund for my LG that I never got back and my fiancee phone that was poorly repaired.

Business

Response:

October 16, 2014

Review: according to the cricket webssite, it confirmed my old cricket wireless phone would work with their new plan. I purchased the plan based on this information. I was later told due to cricket changing systems my phone will not work. they said no refunds or credit. they will not give me another option other than sorry you are out of luck.Desired Settlement: they need to change their website. it should say contact customer service. it my phone was confirmed to be compatible with their plan it should work, if not they need to refund the full amount.

Review: I ordered a phone and plan from Cricket wireless (phone ###-###-####) from the number listed on their website. They told me if I was not happy with the service I could return the handset within 30 days for a full refund of cost of phone and 1st month of service. The 1st handset received was defective and they sent me new one within a day of me calling. I was told I had another 30 days to return the phone and get a refund for 1st month of service after the date of the new handset receipt. The phone signal was not good where I live, so I returned the phone exactly how I was told. After a full month and no refund I called more than five times and spent 7 hours on the phone haggling with Cricket customer service. They finally agreed to refund me the cost of the device, but would not refund the cost of the plan as promised by the sales team. After calls to sales and customer service, it became apparent the sales department was promising things customer service would not deliver. After asking both departments questions, customer service claimed sales lied to me, but they would not do anything. Sales said that they are only saying what they are told to, they are not lying. Bottom line is this, Cricket customer service would not follow through on the promises of the sale department. I was refunded only $21.76 of the $47.11 they promised me I would be refunded when I returned the handset. I have called escalations department and corporate headquarters also with no results.Desired Settlement: I would like to be refunded for the full cost of the handset and 1st month of service as promised by the sales department. This amount is $47.11. I already received $21.76 of that total amount. The unpaid total due me for what they promised is $25.35. I would like their policy changed so this does not happen to other unsuspecting customers. I would like to be compensated for the 7 hours I spent on the phone with them trying to get this resolved, but I assume that is unlikely.

Business

Response:

June 18, 2013

Review: I purchased a new plan and phone from another company. At the time of purchase Cricket was contacted and my phone number changed to the new phone and provider. Cricket continued to deduct payment from my bank account. I called and after an hour on the phone they agreed that I no longer had service but wanted me to send them a copy of my bank statement showing the amount ($38.33) paid. I believe this to be out of line as they should know how much they deducted from my bank account from their own computers and I should not have to provide such personal information to get a refund.Desired Settlement: $38.33 deposited back into my bank account.

Business

Response:

September 26, 2013

Review: my complaint is with customer service not so much the store that I got my phone turned on at all they do is talk you in circles repeat the opposite back to you that you told them the problem was to begin with bait and switch they tell you whatever they have to do to get you to go with a plan and then when it all boils down none of the information they gave you is correct they outsource all their labor two companies over in [redacted] you get an Indian on the phone that tells you his/her name is [redacted] marry [redacted] and so on don't get me wrong that's fine but I would have to think that people named [redacted] marry bill [redacted] of all names would be able to speak a whole lot better English than what they can they cant understand you you cant understand them a conversation is next to pointless then they don't listen to or can't understand clear English enough to talk to you can you spell that for me give me a break then they want to tell you will go back to the store you got it at go back to the store that you got at Here I am only having service for 2 days 1 day of which I couldn't use my phone I had to make 4 trips back to the store in my phone still is not right I would say four trips to the store and three days later is plenty enough time for them to get my phone turned on and working properly wouldn't you guys I do not think I'm being unreasonable filing a complaint and last but not least when you walk into a cricket store I do expect to be told no I can't flash your phone it will not work properly on our towers but no they just take your 60 bucks flash your phone see you later [redacted] that's the feeling I got at least completely unacceptable customer service I want a refund everything and I don't want to wait 3 months to get it they didn't wait 3 months for me to give it to themblack where I'm at please help me out hereDesired Settlement: the point I'm at I want my money back I don't even think I want them to replace my phone not even with the free one of theirs their customer service is so [redacted] terrible it's just not worth it and I do mean a full refund every penny I gave them because it hasn't worked properly yet they would have thought of me one heck of an upgrade to keep me there

Business

Response:

March 3, 2014

Review: On 6/3/14, I contacted Cricket Customer Service toll free number because my screen on my cellular phone was damaged. I purchased the new android Galaxy and insurance in 2013. The representative continued to tell me about the coverage and my options for the damaged phone. I had a Blackberry prior so I asked the rep if they can activate that phone temporarily until I receive my new phone. After the Blackberry was activated, the rep stated I can not make a claim because it voided. I was confused and asked the rep to explain. The rep proceeded to say because the Blackberry was activated the insurance was voided and therefore I can not make a claim. This phone is still being financed and insurance is being paid on my monthly bill. The rep should have explained ALL this in detail before she took action on my account. Now, I have to find a way to get my screen replaced or purchase a new phone (full price) and I'm still responsible for my current Galaxy.This situation was not handled professionally nor was I given an option to do a claim. I am long-time customer of Cricket and recently added an additional line to my account. Kind Regards, [redacted]Desired Settlement: I would like a refund of payments from the insurance or to have my insurance reinstated because the rep neglected to give the correct instructions on the claim.

Business

Response:

June 26, 2014

Review: I just got off the phone with Cricket, after spending 30 minutes arguing with "support". I kept stopping her, telling her I could not understand her, she was talking way too fast and had a strong accent. I asked to talk to her supervisor and she put me on hold for over 5 minutes. She then came back on and said SHE talked to her supervisor. The issue I had was that I paid for 4GB of data usage and in good faith I expected to receive 4GB of usage. On Tuesday, I checked my data usage and it said 30%. On Wednesday, I checked again and it said 99%. I tried to tell her that there was no way in hell I used 69% in 24 hours. And when I checked my usage, it said my limit was 4,096 MB. I asked her why it said my limit was 4,096 MB. She said, from what I understood that this translated to 4 GB of usage. I told her that there was no way I could use that in less than 2 weeks, yet she argued with me for almost 20 minutes. I asked her why in the hell would I pay for 4 GB, when I was only allowed 4, 096 MB? That just doesn't make sense & I told her that this was false advertising. I wanted it fixed and they refused. So, I told her I would contact a lawyer and hung up on her.Desired Settlement: I want the data usage that I paid for and for the last time I used them. I used them for 2 years and got basically the same results. The ONLY reason I used them is I had no choice, where I was living, that's all that would work. I am disabled and do everything online, so I need something reliable. If they won't give me my data usage, as promised; then I want reimbursed for 2 years of being lied to. Thank you for your help.

Business

Response:

April 23, 2013

Revdex.com

Online Complaint

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding broadband data usage. In her

complaint, Ms. [redacted] states that she spoke with a Cricket representative about

her data usage. She states that she has paid for 4GB of data on her current

plan and that she has already exceeded her data limit. Ms. [redacted] checked her

data usage on April 17, 2013 and it showed she had had used 30%. Ms. [redacted] then

checked her data usage on April 18, 2013 and it showed she had used 99%. Ms.

[redacted] states that it is unlikely that she used 69% of her remaining data in a 24

hour period. Ms. [redacted] also states that she argued with the representative for

over 20 minutes and nothing was resolved. Ms. [redacted] requests that she is allowed

to use all of the data that she has paid for and also requests reimbursement

for 2 years of not being informed of correct information.

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.

Cricket’s mobile data is typically 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.

Full-speed data is data usage at the best

available speeds. Note that best

available speeds are always affected by the customer’s device, signal strength,

environmental conditions, and cell site congestion. When Ms. [redacted] uses all of

the full-speed data she has purchased within a paid service period, Cricket

doesn’t cut her off. Instead, we allow her to continue using reduced-speed data

for the remainder of her service period. Reduced-speed data gives her access to

all the same applications and services as full-speed data but at slower speeds.

We believe this is the fairest way to keep everyone connected while allowing Cricket

to manage data usage on our network to provide the best experience for

customers still using the full-speed data they have purchased. Reduced-speed data

is typically equivalent to analog dial-up speeds.

According to Cricket’s records, as of April

23, 2013 Ms. [redacted] has used 4,096 MB of her monthly allotment of 4,096MB (4GB)

of data for her billing period April 06, 2013 – May 05, 2013. Ms. [redacted] has the

option to purchase additional data for her plan at the rate of $10.00/1GB, or

upgrade her current rate plan at any time. If Ms. [redacted] feels that the usage shown

on her account does not reflect her actual usage, she can visit any Cricket

authorized dealer store location for technical assistance.

We thank Ms. [redacted] for her communication and

we trust that this explanation resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

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

I have even went to the Corporate office in Harlingen, Texas and spoke to a representative. They insist that I used 69% of my data usage overnight. They refused to even hear me out. He kept insisting that I used it. I kept telling him that there was no way in hell I could use that much in a 24 hour period. My friend went with me and witnessed that he dismissed me after five minutes of talking to him. I have had issues with them for 2 years now. Every month, my usage was cut down, until one month; they cut me off after a week to ten days of usage. They insisted I used it all and there is no way in hell I can use that much. I went with them in good faith and trust that they would provide the services that is offered. This is getting ridiculous. Just because they are the cheapest and pretty much the only one who serves the Rio Grande Valley in Texas, they think that they can screw people. They are taking advantage of us who can't afford to get carriers with a contract and have to use prepaid. When I pay for services, I expect to get EXACTLY what I pay for. They are always great for the first week or two, then they start gradually cutting you off and you don't really notice until you can't even load a page. This is outrageous the way they treat people and they won't even listen to your complaints. I want this resolved and I want the last 2 years of what I paid for refunded, at least partially. They did NOT give me what I paid for and since I am disabled, I do everything online because I don't have transportation. So, whatever you can do, would be greatly appreciated.

Regards,

Business

Response:

May 07, 2013

Revdex.com

Online Complaint

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding broadband data usage. In her

complaint, Ms. [redacted] states that she spoke with a Cricket representative

about her data usage. She states that she has paid for 4GB of data on her

current plan and that she has already exceeded her data limit. Ms. [redacted]

checked her data usage on April 17, 2013 and it showed she had had used 30%.

Ms. [redacted] then checked her data usage on April 18, 2013 and it showed she had

used 99%. Ms. [redacted] states that it is unlikely that she used 69% of her

remaining data in a 24 hour period. Ms. [redacted] also states that she argued

with the representative for over 20 minutes and nothing was resolved. Ms.

[redacted] requests that she is allowed to use all of the data that she has paid

for and also requests reimbursement for 2 years of not being informed of

correct information.

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 April 30, 2013

regarding the issues she has been experiencing. We advised her that a ticket

has been assigned to our technical team to investigate any possible issues with

her data usage. According to Cricket’s records, there is no error regarding

data usage and how it is being measured associated with Ms. [redacted]’s account.

All data usage is correct and we are unable to extend a refund for the past 2

years of service to Ms. [redacted].

We attempted to contact Ms. [redacted] on May

02, 2013 to inform her of these findings but were unable to do so. A voicemail

was left with Ms. [redacted] advising her to contact us to discuss this issue

further. No contact has been made since that time and therefore we are closing

our complaint ticket.

If Ms. [redacted] finds herself exceeding her

monthly data allowance, she can always upgrade her plan to accommodate greater

data usage as well as purchase additional data at any time at the rate of $1.00/50MB.

Ms. [redacted] may also monitor her daily data usage by visiting www.mycricket.com and logging into

her account. If Ms. [redacted] has any additional questions regarding her account,

she may call 1-800-CRICKET.

We thank Ms. [redacted] for her communication

and we trust that this explanation resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I called cricket on 3 occassions complaining that I would recieve some of my text messages and some that I sent were not being recieved. I use my phone for business so every missed text is possibly mixed communication and money.the representative I spoke with appeared to be reading from a manual because they said send yourself a text to your phone,that text went through and then they said you dont have a problem today call us back when you have a problem.I was totally clear when I said some days I recieve text and some times I do not so I need some technical support. their technical support was to take the battery in and out the phone everyday to help with performance.no where in America do you have to take the battery out everyday for performance.after 30 mins on the phone I asked do you have techical support? the reps replied yes we have higher up technical support but we need telephone numbers&carrier of the missed/sent text. I said this is used for a buineess and I cant give of that confidential information, and what are you going to do call them and their carriers.what does my phone service have to do with involving innocent people.they said without the numbers they could not help me. I have never ever heard of this type of practice to recieve tecnical support for a cellular carrier.they could not offer any support but tp take the battery in and out when I miss a text or a customer miss a text but how would I know that, the customers think that im ignoring them wihen I dont respond so cha ges are they will take their busines elsewhere, I dont need that. I had the phone for 1 month before I was notified people didnt recieve a text but who knows how long it had been going on the phone may have been faulty from the first day of activation. I need some technical support or a replacement phone that works in good condition for my business needs.Desired Settlement: tecnical support or a good replacement phone.

Business

Response:

May 20, 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 SMS issues with her device. In her

complaint, Ms. [redacted] states that she is intermittently having issues sending

and receiving text messages. Ms. [redacted] has contacted Cricket customer service

to resolve the issue but the issue still persists. Ms. [redacted] states that the

Cricket representative required the phone numbers and/or carriers of the

missed/sent text messages. Ms. [redacted] advised the representative that this

information was private and was unable to provide it. The Cricket

representative then told Ms. [redacted] that without this information, there was

nothing he could do to help her. Ms. [redacted] states that she uses this phone for

business and she is potentially losing money for every missed text. Ms. [redacted]

requests technical support or a replacement phone.

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

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

and we regret when that high standard is not met.

On May 15, 2013, a ticket was submitted to address the technical issues

that Ms. [redacted] has been experiencing. A representative called Ms. [redacted] on May

15, 2013 but was unable to leave a voicemail. A SMS text message was sent to

Ms. Well’s phone at 4:47 P.M. on May 15, 2013 advising to call back if the

issue still persists. On May 16, 2013 another call was made to Ms. [redacted] and

there was no answer. At this time, we are closing our complaint ticket due to

no response from Ms. [redacted]. If Ms. [redacted] continues to experience issues with

her phone, she can contact us at 1-800-CRICKET and a new troubleshooting ticket

can be filed.

We thank Ms. [redacted] for her communication

and we trust that this explanation resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

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

Regards,

I saw I had a missed call on May 15th, a representative named [redacted] called and left her number for me to call if I was having issue with my text/sms service and if she wasnt in to leave a message with her collague [redacted].I called and left a message on the 15th, and I also called [redacted] again on the 16th and [redacted] also and left a message then I called on the 17th and left a message stating: I have called three times already and left messages, they clearing didnt plan on doing anything if so they would have called me back. I recieved the text on the 15th as to call if I was still having sms issues; the callwas placed on the 16th and I left a message with both representatives and neither one or anyone from Cricket called me again. I got 1 call and 1 text message on the 15th in which I responded to both and did not recieve a call back .

Business

Response:

May 29, 2013

Review: Two months ago; Cricket said if I signed up for their automatic bill pay I would be saving $5.00 per month so my bill will be $41.90. I agreed to this arrangement, now they are doing a 'bate and switch' saying, that I will have an additional administration fee of $2.00 per month and my new bill will be $43.90 instead of the agreed amount of $41.90. This is total mismanagement, if they stated I would have a $5.00 discount for their automatic bill pay; why would they change only two (2) months later adding on a bogus fee. So, the real discount is $3.00 not $5.00. Practices like this needs to be evaluated for future practices of Cricket. Why are they changing their charges within a short period of time. This is poor practices for this company.Desired Settlement: Since, I'm on a fix income; I want my billing to remain at $41.90/month without any additional fees. This was agreed upon; and that's what I want to maintain. If they were going to have an increase in fees; they never should have sold me on the $5.00 discount when recommending this service to me in the first place. For them to make these changes; in such a short period of time is typical of a 'bate and switch' type of bogus services.

Business

Response:

May 31, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding Cricket service. In his complaint,

Mr. [redacted] states that he signed up for automatic bill pay, to take advantage

of the $5.00 monthly discount, making his monthly bill $41.90. He states that

Cricket is now charging an administration fee of $2.00 per month and is being

charged $43.90. Mr. [redacted] states that his is on a fixed income; he requests

that his bill remain at $41.90 and requests to not pay any additional fees.

We apologize to Mr. [redacted] for any

inconvenience or poor service he felt he received. Cricket strives to provide

excellent customer service and we regret when that high standard is not met.

Beginning on March 1, 2013, Cricket began

sending SMS messages to notify all customers of the $1.00 Administrative Fee.

This Administrative Fee began appearing on customer’s bills as of March 17,

2013 and is taxable. This means that the fee may cause an increase of more than

$1.00 on the customer’s bill depending on the city and state that the customer

lives in. When the fee is initially added to a customer’s account, $1 is billed

for March and $1 is billed for April at the same time because it is added to

the account in the middle of the bill cycle. After the initial bill cycle, the

Administrative Fee is $1.00 plus tax for each line of service.

The $1 Administrative Fee is applied per

line, per month by Cricket to help defray various costs imposed on Cricket by

other telecommunications carriers, including, but not limited to, charges

imposed on us to complete calls to and from other carriers' networks and for

certain network facilities and services we purchase from them. The

Administrative Fee is not government mandated, but Cricket is permitted by law

to recover this cost from its customers. The Administrative Fee and the

components used to calculate this fee are subject to change from time to time.

This fee helps Cricket maintain the network

and services that we provide to our customers. We understand that this fee is

unexpected and please note that most carriers charge regulatory recovery and

administrative fees.

Mr. [redacted] is receiving a $5.00 Automatic

Bill Pay (ABP) discount, that discount will not change as long as he is

enrolled in ABP. By enrolling in ABP, Mr. [redacted] authorizes Cricket to charge

all amounts that are owed on the account; this includes any taxes or fees.

On May 16, 2013 a courtesy credit for $2.00

was given to Mr. [redacted] for the first two months of the Administrative Fee,

but in the future we will not be able to credit or waive this fee. Mr.

[redacted]’s monthly bill with the Administrative Fee is $42.90. If he has

additional inquiries about the fees that are associated with his Cricket

account, he is welcome to view our Terms and Conditions of Service at www.mycricket.com/termsandconditions.

Cricket values Mr.

[redacted]’s continued business and we trust that this action closes his

complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: Changed Cell Phone Providers. Cricket took out my payment early so I had the bank take it back because I changed cell phone providers. The people who process their credit cards has not put a hold on my credit card indicating I owe Cricket for equipment. Cricket does not give you equipment and have you pay later. Now this is effecting my using that credit card with other cell phone companies. I do not owe Cricket anything and I want the hold removed. Tried to contact someone and it is impossible to get them to do anything.Desired Settlement: Release my credit card ending in [redacted] so it can be used freely with other cell phone companies. I do not owe Cricket any money

Business

Response:

May 21, 2013

Review: I moved from [redacted] to [redacted]. I went online several times to change my phone number from area code [redacted] ( to [redacted] (. The website told me that my phone number would be changed to a [redacted] phone number. Every time I submitted the change, I was given an area code [redacted] phone number. I call Cricket foreign customer service and was told that area code [redacted] is in [redacted]. I know that [redacted] is [redacted] NOT [redacted]. PATHETIC FOREIGN CUSTOMER SERVICE.Desired Settlement: Change my phone number to [redacted] area code, that is [redacted], free of charge.

Business

Response:

June 20, 2013

Review: On 05/31/2013, on a Month to Month agreement for broadband service, I paid $58.00 to the sales Clerk, [redacted], for My upcoming June 2013 service. however, on 06/04/13, My service was prematurely truncated as a result of this Sales clerk fraudulent input of data regarding my service date as determined from the payment date. as a result, I was only given four days of service. the Manager, [redacted], said She could not correct this, and requested I pay another $58.00, for June service.Desired Settlement: refund or one full month of service

Business

Response:

June 13, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket Broadband service. In his complaint, Mr. [redacted] states that he paid $58.00 for his June 2013 bill, to a Cricket representative on May 31, 2013. Mr. [redacted] states that his service period was reduced due to an error by the representative when entering the payment. He states that he was only given four days of service. Mr. [redacted] states that he spoke to the manager of the Cricket store and was told that she could not correct this, and requested he pay another $58.00 for June service. Mr. [redacted] is requesting a refund or credit for a full month of service.

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

Cricket monthly service charges are generally billed in advance. This means that Cricket customers pay at the beginning of their bill cycle for the upcoming month. Although our service is paid in advance, Cricket customers have a recurring due date and are responsible for paying all charges for service including recurring monthly charges for each monthly billing period whether or not they had or will have access to the service for all or any portion of that billing period. Please refer to Cricket’s Terms and Conditions of Service for additional information. ([redacted])

Mr. [redacted] did not complete a payment for his May bill cycle, which was due on May 2, 2013. His services were temporarily suspended awaiting payment. When Mr. [redacted] completed a $55.00 payment on May 31, 2013, this amount applied to his past due bill for May. Consequently, Mr. [redacted]’s service was suspended on June 3, 2013 because a payment was not received for his June bill cycle.

We received an inquiry about Mr. [redacted]’s account and billing concerns via the [redacted]. On June 10, 2013 we responded to the [redacted] with information stating why Mr. [redacted]’s service period had been shortened. A courtesy credit was applied on June 10, 2013 in the amount of $55.00. This credit essentially waived the past due balance on Mr. [redacted]’s account and brought his balance current.

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.

Because I paid for prepaid services, and never agreed to owe for services during a period of disconnect, flies in the face of using a none contract prepaid service. even Cricket's own self serving rules it has sent you, section 11(a), provides an exception for prepaid plans.

Regards,

Business

Response:

July 2, 2013

Review: I was having problems with my phone (this phone was just under 1 year old). The screen was frozen, and would not accept any touch. I could not answer calls, but, could see who was calling, so I was able to return calls on another phone. I called Cricket, and explained the problem to the rep and also told her I could not get into my voicemail to listen to from another phone. It was not accepting my password. She reset my password first, then proceeded to walk me through the steps to reset my phone back to factory. One thing she did not tell me or even consider though, was that when you are almost to the last step, you have to touch the little green man on the screen. My phone was not accepting touch, so, it was now stuck on that screen and I could not even see who was calling me anymore. I took it into the store, and the manager there gave me a downgrade (as far as I am concerned). My old phone had a 8 mp camera (and was one of the reasons I bought that phone to start with), new one has only 5 mp. This new [redacted] phone is very quiet. I can barely hear it ring. When the alarm is on, it is not even loud enough to wake me (I am a light sleeper). It is a Muve Music phone, so plays music, but, you can barely hear the music that you get through Muve Music. I have the volume on everything turned all the way up. This phone also will flip the screen randomly while texting, and the screen will freeze when texting. I mentioned all of these things to [redacted] (a supposed corporate manager), and he said there is nothing they can do and that there is not a compatable phone with what I had. Either this current (downgrade), or an upgrade to Samsung Galaxy 3 (which has 8 mp camera by the way). They refuse to give me the phone (samsung galaxy 3) that has the 8 mp camera. I even told them that this was one of the main selling points for me for buying the original Huawei Mercury. Then they charged me 15.00 to change to the phone.Desired Settlement: I want a comparable phone or better than what I had before. I especially want a phone with a front 8mp and back camera. I want a phone that I can hear, and not have to have right to my ear in order to hear a conversation on speakerphone, it ringing or the alarm. [redacted] offered me 2 free months if I bought the Samsung Galaxy 3. I feel they should GIVE me the Samsung Galaxy 3 AND give me 2 months free service for the inconvenience. I want the 15.00 credited back to me.

Business

Response:

June 25, 2013