Cricket Communications Inc

Review: I recently took my iphone 5c to cricket 8/8/14. I swiped my card in the amount of 95.69 and all was okay and the phone was activated in Cricket's name.

I got a charge in the amount of 95.69 today, placing my account in the negative with a balance of -87.88. I have called this business 12 times with no response. The number on the receipt is ###-###-####. I have also chatted with Cricket, and they told me nothing was reversed or withdrawn which is a lie. I want this transaction reversed. I have the emails from cricket, and the receipt that says it was debited and approved 8/8/14. My account is in the negative I want this fixed asap.Desired Settlement: I want a refund. A reversed transaction.

Business

Response:

August 28, 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 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: When I purchased the phone online it said it was effectively "pay as you go"(monthly). It touted no contract, so when you want the service turned off, you can just stop paying. I bought the phone online, but the salesmen as the [redacted] full service center on [redacted] basically said the same thing. Around mid-september my wife didn't need the phone for a few weeks, and I was paying well in advance of the phone, so I stopped paying in October. They sent texts they would leave texting on for a "limited time", but the assumption was the service would stop for a few weeks. Around mid-October, I paid the bill again, expecting another month of service. Within two weeks, the phone was shut off again. Went to the [redacted] full service store on 12/3/13 just after 4 PM, and was helped by a salesman on the second register from the left. As soon as he believed he understood the problem his eyes rolled back and his body language acted very fed up and negative. He explained I still had to pay for the two weeks the phone was shut off because texting was still left on. I told him my wife only got texts for 3 days and nothing for the other time it was off. He said "at this time there's nothing we can do, you can try another store or call 1-800-Cricket. I got annoyed and upset he was telling me to go somewhere else, and confused by "at this time" wording - he gave the impression he COULD help, but wouldn't. After some argument, I asked to see the manager. Instead of offering to have the manager contact me, he said he wasn't in and I could leave. I left. Later I found the published phone number doesn't work; you can't call the manager either. 1-800-Cricket credited the account, but I'm still upset at this store. The phone cust. serv. told me they were full service, and should have been able to help me the same way she did. The employee was rude, indifferent, untrained, and there's no accountability to report them. Cricket didn't admit to any mistake, just brushed me off really.Desired Settlement: I would like to see Cricket investigated. I called the [redacted] store after this incident and verified with a salesperson that you are NOT obligated to pay once the phone is shut off, it's how you end your service. So for them to claim, for two different reasons I was given that are excuses and nonsense, that if I want the service BACK on I must pay for the time it was shut off - is a form of extortion, since they wouldn't have billed me otherwise. At a minimum it's a kind of fraud.

Business

Response:

December 6, 2013

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

Business

Response:

December 3, 2013

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

Business

Response:

November 21, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

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

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

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

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

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

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

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

Business

Response:

May 16, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No:

Cricket Account No: [redacted]

Dear Sir/Madam:

This correspondence is in reference to a complaint

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

[redacted] states that she signed up for Automatic Bill Pay on April 29, 2013.

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

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

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

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

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

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

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

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

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

We apologize to Ms. [redacted] for any inconvenience

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

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

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

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

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

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

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

When Ms. [redacted] enrolled in Automatic Bill Pay

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

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

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

You may authorize

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

and Conditions online at [redacted].

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

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

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

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

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

Our records show that we offered a $37.00 credit

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

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

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

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

Automatic Bill Pay discount not reflecting on her account.

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

trust this explanation resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: on 7/11/13 I submitted one payment in the amount of $100.37 for my cell phone bill over the phone which paid my bill in full. The same day I go to my bank to withdraw some money im told my account is overdrawn. I go in the bank to find out why it is overdrawn and the teller shows me that cricket has taken two payments out which I did not authorize so I asked my bank to fight it, I went home and tried to get ahold of cricket to straighten this mess out but no way to talk to someone human. on the 16th of july 2013 I called cricket up again to try to get back the additional 100.37 they took out without my permission, but here they turned my service off for non payment wich is not true because the account says paid up in full till august. I finally get of someone human and begin explain to them that my phone bill is payed and im only disputing one charge not both, they replied that to turn the service back on I need to pay again 100.37 I told them I did and that they took two payments out not just the one I authorized they say they don't give refunds but this isn't a normal case of refunding they took the money out two time not once like I authorizedDesired Settlement: I would like to get back the additional 100.37 they took out and get my phone turned back on because it is paid in full always has been.

Business

Response:

July 29, 2013

Review: Service is horrendous from cricket calling and Internet does not work. Called 2 times last week spoke to cricket tech support for about 45 minutes from another handset. Tech support did not resolve issues. Asked for a supervisor to call me back. A supervisor never called back. Customer service and tech support is always a waste of my time. Cricket is wasting my time and service is horrendous. Please help [redacted]Desired Settlement: refund

Business

Response:

October 23, 2013

Review: Cricket has cashed a check, #[redacted] for $38.05 without providing phone service. That service was cut off April 20, 2014. The excuse on the recording was that the bill "has not been paid." The evidence provided clearly shows that the check was cashed on April 3. This IS NOT THE FIRST TIME Cricket has cut off service due to issues AT THEIR END with cashing checks. This has happened twice prior on this account. Also during one of the complaints about that, Cricket LIED during the investigation/attempts at reconciliation, saying service "had not" been cut off. This is evidence that in this matter, Cricket's "word" is questionable, as is their FAILURE to cash checks in a timely manner. THREE TIMES for service being cut off is PROOF that Cricket cannot be trusted with providing reliable service. Therefore, Cricket service is no longer in ANY way dependable or needed, and Cricket should simply PAY for what they were unable to provide. That is, the $38.05 which has already been taken, AND Cricket should REFUND a proper amount for a relatively recent phone purchase. Obviously, the phone was of some use and the full amount need not be repaid. I would think that $50 is a reasonable amount to be paid back. IF Cricket is willing to agree to these terms WITHOUT any delay, any lying or deception, or continued convolution of this matter, I would even be willing to drop the phone off at a convenient location. BUT, if not, Cricket should assume FULL reponsibility in procurement of the phone, including travel and mailing and packaging costs, etc. Also, if Cricket DOES NOT agree to these terms and the Revdex.com, as usual, sides with the business who has PROVEN their inability to be trustworthy, this matter WILL be settled in another venue, and I can assure you it will NOT be to Cricket's liking. That is, the Revdex.com simply puts the impetus for proving a case ON consumers, and businesses are trusted at their word, and if the matter is not resolved in the Revdex.com's timeframe, it is always ASSUMED that the business acted in good faith and the matter is closed. Cricket WITHOUT a doubt has PROVEN its inability to provide service and act in a trustworthy manner; they should pay the already doled out amount of $88.05 immediately.Desired Settlement: $88.05; and an accurate detailed timely description of where to collect the money.

Business

Response:

May 9, 2014

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: I have been fighting with Cricket wireless since I had to purchase a new phone in Aug 2013 since the handset insurance was not placed on my Blackberry Curve 8350 when I purchased it 2 years prior. The phone was defective when I purchased it from the Cricket dealer (also known as Ring Ring Wireless) on Saddle Creek Rd in Omaha, NE. It took 4 months to get Cricket to realize the phone had a manufacture defect and send out a replacement phone. E-Securitel (Cricket's Handset Insurance Provider) has sent out 8 handsets (Refurbished and new) all have been defective. I have asked to have the phone replaced with the older Blackberry model and was declined. I'm still trying to get a replacement phone that isn't defective. I have been fighting with them since [redacted] 2014 for a new phone. I have also been advised by Cricket several times that I would receive a credit of $1.66 per day that my phone wasn't working correctly. I still haven't received those credits. I've spent hours upon hours on the phone with Cricket. Tonight in fact I have spent over 6+ hours on the phone between departments in bad weather on the phone with Cricket and had to call the Sheriff's department in Pawnee County to check on my family (daughter & grandparents) that were out of town in a tornado and unreachable by cell & I couldn't call long distance from a land line & was tied up on hold for hours with Cricket on my cell phone for hours to only get hung up on to be disconnected and have to call back and start a 2+ hour wait again. I also was hung up on repeated by supervisor after voicing my frustrating about the problems with the repeated defective phones & long wait times with no assistance & also now not being able to reach my family in an emergency because my cell phone is tied up with Cricket & I can't use it t o make a long distance call. I also was bounced around in the waiting line for the warranty customer service.Desired Settlement: I want a phone that works and isn't defective. I also want the credits I was promised. I also want the rude customer service associates and supervisor dealt with.

Business

Response:

June 17, 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 her complaint, Ms. [redacted] states she purchased her phone in August 203. The phone had a defect and was replaced under warranty from Cricket’s insurance provider eSecuritel. She has replaced the phone eight times and all have been defective. She states she was told she would receive a credit of $1.66 for each day that her phone isn’t working correctly, but she has not received credit. Ms. [redacted] states she has spent several hours on the phone attempting to order a replacement and experienced wait times. She is requesting a phone that works properly and that the promised credits be applied to her bill. She states she received poor customer service and asks that Cricket review this.

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.

New Cricket devices generally carry a one year manufacturer's warranty from the date of purchase. To make a warranty claim customers must contact the Returns Center at ###-###-#### (option 4) or directly to our warranty support provider IMM at ###-###-#### for assistance. The support center will troubleshoot the device malfunction over the phone and provide instructions for the warranty return, if applicable. Devices are generally considered to be defective and covered by the manufacturer's warranty (or the limited warranty for reconditioned devices) if the device has stopped functioning due to no fault of the customer. For example, a software malfunction would typically be considered a device defect.

We are unable to replace Ms. [redacted]’s device in a store or by any other method. We ask that she utilize the contact information above to replace her device through our warranty support provider. We are unable to extend any additional credits to Ms. [redacted]. In reviewing her account, she has received $101.28 in courtesy credits since January 13, 2014. This credit total exceeds our internal policy for courtesy credits and/or time without service credits.

Please know we value Ms. [redacted]’s feedback regarding her recent customer service experience. We have forwarded her feedback to the appropriate department manager for review and training.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

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

I refused the offers from Cricket in the e-mail. I have contacted both phone numbers in the

e-mail on 6-3-14 and was on the phone for over 8 hours in severe weather and

wasn’t able to get anywhere and even had to call a friend to call the sheriff’s

department where my family was located to make sure they were okay when they

were in a tornado warning and I was stuck on hold with Cricket for over 3

hours.

I spoke with [redacted] in warranty claims, they weren’t able to

assist because it is a manufacture defect that I have to call Cricket and ask

to speak with a supervisor to have another handset sent out now.

I called ###-###-#### and asked to speak with a

supervisor.

I spoke to a supervisor and was transferred back to

e-securitel warranty department and spoke to [redacted] at ###-###-#### or so I was

told.

After talking to [redacted] I was told to call Cricket customer

service back and talk to another supervisor.

I was transferred over to another department where I was on hold for 2 ½

hours and was then disconnected for no reason.

I called Cricket Tech Support back and spoke with [redacted] and

was transferred to another department again where (according to the phone) I

was on hold for 2.48 hours and was hung up on.

Finally I called back and about 1:15am got Al at Ingram

Micro in IN to answer the phone. He

explained that I either had to purchase a new phone (the same make and model),

but didn’t know the price or end my current phone in and go without my phone

for 10 to 14 business days. I was upset

and pissed and asked to speak with his supervisor. He stated his supervisor wasn’t available

because they were so busy, but would call me back within the next 36

hours. I stated that was fine. I was so pissed and commented if she didn’t,

I was going to go file small claims papers first thing Friday morning. I still haven’t heard from his supervisor, I

still haven’t heard the price of the phone I was going to have to pay for the

phone or way I have to pay for a replacement phone when Cricket has already

sent 8 defect replacement phone already.

Tonight on 6-19-2014 I attempted to contact the

###-###-####, opt 4, 6. I spoke with

[redacted], she couldn’t assist with sending out a new handset since she is tech

support, I asked to speak with her supervisor since she couldn’t answer 1

simple question. I was transferred to

her supervisor named who. I asked her

supervisor how to escalate a complete to corporate since I’m still getting the

run around on this phone and getting a replacement handset on this phone that’s

not defective. I informed him what I was

informed on 6-3 and the message I received from the Revdex.com about contacting the

same numbers again that I have already contacted and spent 8+ hours on the

phone with on 6/3 and was still waiting for a phone call from a supervisor

about. He was filling out a complaint to

corporate to have it looked into and apologized for all of the problems and

wished there was more that he could do.

He stated that corporate should be in touch with me within the next 24

to 48 hours.

I called the ###-###-#### and was on hold for 32 minutes. I spoke with [redacted], she was sorry for was

going on. She has no records in the

system that the phone is under warranty from Cricket previously and is unsure

how to advised to procedure. She

recommend to call Cricket and ask them to forward notes or to call them to

advised them if they could waive the charge of phone or shipping fees if the

phone is still under warranty. Left a

message for her supervisor to call back to see if she had any suggestions. I was on the phone with her a total of 48 minutes. I still haven't gotten any closer to getting my phone replaced.

As for the credits that I have received so far on my account that is because I have gotten so frustrated and pissed off sitting on the phone with Cricket for 2 to 4 hours minimum each time I have attempted to get my phone fixed or a new phone sent out. That was courtesy credits from the representatives, those credits had nothing to do with the credits promised because my phone doesn't work correctly.

Regards,

Business

Response:

July 3 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 rejection filed by [redacted].

Again, we apologize to Ms. [redacted] for any inconvenience or poor service she felt she received. We have escalated her concern to our warranty support provider. It has been determined that a warranty claim cannot be filed on her current device, due to the recent changes we’ve made without warranty/insurance vendors. We regret that this process has negatively affected Ms. [redacted]. As a result, we will be shipping a new phone to Ms. [redacted] free of charge. We have contacted her directly and will assist in replacing and activating her phone.

We value Ms. [redacted]’s feedback and based on the aforementioned, we respectfully request that her complaint is closed at this time.

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Review: I do not have Cricket service, but would like to bring this matter to the attention to Cricket. On April 15th I was chatting with a rep via online sales, by the name of [redacted], around 9:30 AM CST. I was going to purchase four lines of service, as a past Cricket customer, I received an email with winback code, to come back to Cricket and get free months of service on those past accounts. I do not have any Cricket phones any longer, so was going to purchase new phones. The representative [redacted] said that I cannot just buy phones, but had to buy the plans as well. She was very rude and demanding, stating that Cricket will no longer sell phones and that I would have to switch to [redacted] or [redacted] or [redacted]. Cricket just lost potential four customers. I was not going to buy a plan when I have a code for free month of service already. They cannot sell phones alone, via their website but have to sell plans as well with it. I'm glad a verified, because now I will go with the other carrier [redacted] recommended to begin with.Desired Settlement: Very rude agent, turned me away as potential new customer to Cricket. Will have no choice but to go with another carrier that can treat their customers with respect.

Business

Response:

April 23, 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: On 10-10-2013 I purchased 3 of the same phones at Cricket for me and my family. I was told that the Samsung 4 was the newest phone (Best phone they had) and that it would be more money then I was paying a month for the 3 phones, because they needed the upgrade that would support the 4G network. This was an increase of over 100% since my bill was $85.00 prior to the new phones. I was told that 4 G was new to Chicago and that the service would be on and off until the installed new towers in the Chicago area. I agreed to this and figured that I will be patient and what for the new upgrades/towers. Approx six months later I was told that Cricket was being sold to AT&T and that there would be further delay. I recently contacted Cricket for an update and was told that I would have to migrate to AT&T if I wanted the 4G service.Desired Settlement: I believe two things should happen on my account. 1.) I should be refunded the difference of all the money since I haven't received the service in almost a year and cricket, never had the intention to give it to me based off the last written communication I had with them on they're chat line. (Approx $100 for 12 months for a total of $1000 plus any interest on this money that would be far) 2.) I will be willing to continue to pay the $183.00 on all three phones but it would need to include 4G

Business

Response:

November 11, 2014Revdex.com

Review: My number was ported over from Cricket Wireless to Verizon on July 24, 2014. I called on 8/5 to request request a refund on charges that were deducted from the payor account on 7/25 in the amount of $47. I was told that I was not able to get a prorated refund due to fine print verbiage when I started service. I would like to make a formal complaint as I beleive this is a tactic that has no place in the consumer market. How can a company, whom I no longer have service, with keep funds that that are paid in advance. During the course of the conversation with the CSR I was asked to provide a special number that I had created to access my account. This number has been the same since I have had service, however when it was provided to them they were unable to verify, thus unable to give me any information regarding the account.In addition to this complaint I would like to lodge another, I reached a live agent after randomly choosing a option on their customer service line. I have been calling CRICKET since 7/25 in an effort to reach a live person. The wait times and options for customer service is extremely long.Desired Settlement: I would a refund of any monies due after I no longer was a registered CRICKET user, which in my mind would be when the number was ported over.

Business

Response:

August

11, 2014,

Revdex.com

Review: I have been a customer with cricket for 4 years...they told us that when I updated my husbands phone that we had to be put on the new cricket..whatever that is...I had already paid for our service on august 10th...which paid our account thru september 10th... we got the new phone on august 18th..when they told me that his plan was $50 a month I explained that I had already paid for his plan ($55) on the 10th...I was told that that was old cricket and this is new cricket and I had to pay for the month in order to activate the phone...I asked what about the $55 I had already paid and was told it would be credited to my account minus the 7 days of service ($12.88) so my account should have been credited $42.12...well it wasnt and when I called to find out why I was told to go to store of purchase and have them do the credit, which I did...I was told there that I had to go to the corporate store in milwaukee to get the credit, which I did...I was told there that I have to get the credit from corporate via phone or computer, which I tried for the second time and was told the same thing I was told the first time that I have to go to the store...see where this is going? I even sat on online chat with a corporate rep and got the same answer after over a half an hour...now I have a printed paid receipt which they are not acknowledging from cricket...what can I do?Desired Settlement: I want the money that is owed me credited to my account [redacted].. and I want them to do it a.s.a.p because I have already waited a month for it and have spend 2 days at stores and on phone and internet trying to get my money

Business

Response:

October

1, 2014

Revdex.com

Review: I own an iPhone 5 purchased from a Cricket store on April 2013.I live at Israel and currently at Israel.The phone was purchased as an unlocked phone for use outside the US (locked to Cricket within the US).The phone was purchased for full retail price.The iPhone was working fine in Israel for more than a year until Cricket locked it for use with other carrier's SIM cards.About two weeks ago I have connected my iPhone to the pc and preformed an iOS update via iTunes (software update) after the update my iPhone did not work.After talking with Apple's Costumer care it was brought to my attention that my iPhone got locked for use internationally from a Carrier update the Cricket have pushed to the iPhone software update. Cricket recently changed their iPhone policy to a new one which says:And this is a quote from Cricket's website:"The Cricket SIM Lock PolicyOriginal Cricket iPhones are locked for US and Mexico, and cannot be used internationally until the device has been active on a Cricket service plan for 6 consecutive months (with the same account number and MEID). Once it has been active for 6 consecutive months, you may call Cricket's Customer Care to have the device unlocked for international use.Only iPhone 4S, iPhone 5, iPhone 5s and iPhone 5c Cricket customers who activated their services on or after June 18, 2013 are affected by this policy. You can still use your Cricket iPhone in Mexico or Canada after the policy is implemented.Original Cricket iPhones (4S and 5) will always be locked in the US. You will not be able to use your Cricket iPhone with another carrier in the US. The new Cricket offers iPhones that use GSM technology and can be unlocked. To see what's available, just shop online for new Cricket smartphones.You will not be able to unlock an iPhone from another carrier a nd activate it with the original Cricket, but the new Cricket offers a Bring-Your-Own-Device service that allows you to bring a phone you already own as long as it is unlocked and works with the new Cricket network (GSM)."This is the reference for this on Cricket's website:https://www.cricketwireless.com/o/support/devices-and-accessories/smartp...⇄ according to Cricket's policy my iPhone should have not been locked.I have tried talking with Cricket over phone all I was told is that cricket cant do anything to unlock my phone unless I will use it for 6 months with Cricket,And thats after I have explained this iPhone was unlocked! And worked fine for more than a year!! And only got locked after an iOS update.I have also talked again with an Apple Senior advisor which tried to call himself to Cricket he was told that Cricket won't unlock it although Cricket locked this phone. And if I want to unlock it I should find "a un authorized method to unlock the phone". And stated that he have all the conversation written and would be glad the assistHe was also shocked from Cricket's response! not only that Cricket locked an iPhone which on Cricket's policy stated that should be unlocked but also said that I should use a un authorized method for unlocking this iPhone.I want my iPhone working again.The iPhone which I paid full retail price for and was told that it is an unlocked iPhone for international use, and was unlocked until an iOS update.I wouldnt got this IPhone if I would have had any idea that Cricket could lock it without any reason , paid exactly the same amount I would have paid on an Apple store and getting an iPhone who would work for sure internationally.Desired Settlement: I want one of two options:1) Cricket will unlock my iPhone again for use outside the US (the state the iPhone had until two weeks ago).2) Cricket will replace my iPhone with an unlocked iPhone.

Business

Response:

August 11, 2014

Revdex.com