Cricket Communications Inc

Review: I tried to pay my phone bill with my checking account ... the bank would not honor the request .. the phone service cut my phone off and I went inside the store and made the payment.. $154. and the cricket restore my service.. that day. But they went back inside my account for the $115 and $25 so I call them to see bout given me my money back and they told me that I had an outstanding balance ... I do not have a contract... if I do not make a payment for that mouth .. I do not have any service for that mouth...Desired Settlement: I would like my $115 and my $25 back please The $25 is for recharg my account I did not ask them to recharge me

Business

Response:

July 8, 2013

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: Yesterday (July 31, 2013). I requested a bridge pay from Cricket Communications through a customer service representative from Cricket.I was told that I could make the minimum payment of $17.00 due by 6:00 PSt on Friday August 2nd.Tonight I received a phone call from Cricket in the recording said they missed me as a customer and to re-activate my account. I had thought I had made the bridge pay arrangement. I tried several times to find out if my bridge pay was confirmed (I got recordings that the payment due was $43.40 instead of the $17.00 minimum bridge pay). When I call customer service I am put on hold for a long time.I am NOT getting any answers from Cricket.Desired Settlement: I just want to confirm this bridge pay agreement.

Business

Response:

August 7, 2013

Review: today at cricket I was briefly telling [redacted] how was she and we talk when we got to my phone I ask her do I keep photos and text messages since I am buying a new phone and I need my information [redacted] st[redacted]s with an attitude telling me I cannot and there is a way call snap shot I inform her I do not have memory she gets irritable so I ask to speak with the supervisor. we go to [redacted] who is a few steps away and I try to explain the situation if there was a way to receive my information he was very rude he dashed out an attitude and I ask him sir are you giving me an attitude he said yes, and? I was applaud he said I can pay 200.00 for a new phone and he wanted me out I ask him for the regional manager corporate number and he refused he then insulted me by having a security guard intimated me and tried to put his hands on me it was extremely uncalled for my girlfriend called the situation down with [redacted] but he had no right to be that way at allDesired Settlement: I would like them to take the debt off my bill stating its 200.00 when I have insurance I would also like a memory card for the muve music and be entitled to a 3gig memory that was suppose to come with the phone

Business

Response:

August 12, 2013

Review: On July 22, 2013, I tried to return a phone I had purchased on 6-25-2013. The screen was defective and wasn't working and I couldn't make any calls text or access the internet. I went to the Cricket store where I purchased the phone to exchange it or get a refund. I had my receipt, I had the phone and the included accessories, I also had the instruction booklets and warranty guidelines. They said I could not exchange the phone nor get a refund because I did not have the box. How ridiculous is that? Now I have no phone, and Cricket is still billing me for services that I said turn off. I want my money back from Cricket and I want them to quit billing me for service I can't use.. This kind of business practice is disgusting.Desired Settlement: I want my money back from Cricket or I want all my services and a replacement hand set that NO CHARGE TO ME. Plus compensation for driving back and forth trying to straighten this out. And I want this underhanded incident reported so the public knows what kind of senseless business practices this company is capable of. You ever wonder how many millions of dollars they've stolen from consumers in this manner. Wonder if they pay their taxes on their ill-gotten gains?

Business

Response:

August 2, 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 purchased a phone on June 25, 2013. The screen was defective and wasn’t working at all. He was unable to make any calls or send text messages. Mr. [redacted] returned to the Cricket store where he purchased his phone, and asked for an exchange or refund. He states that they could not exchange the phone or refund him because he did not have the box, although he did have all of the contents of the box. Mr. [redacted] states that Cricket is billing him for service even though he asked for his account to be disconnected. He requests a refund for the phone, or a replacement free of change. He is also requesting compensation for the time he has spent trying to resolve this matter.

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.

Regrettably, we are unable to provide Mr. [redacted] a refund for his phone. All returns and exchanges must be completed at the location where the purchase was made. Most stores accept returns within 30 days as long as the phone is in like new condition, meaning there must not be any physical damage to the device and all parts of the phone must be included when returning an item. The box is necessary for all returns. Every new phone has a one year warranty offered by the manufacturer. For a warranty evaluation Mr. [redacted] can visit the corporate Cricket location at [redacted]

Our records indicate that Mr. [redacted] disconnected his account on July 25, 2013. He is no longer being bill by Cricket as of this date.

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]. I tried to return the product where I bought and I tried the store on [redacted] Blvd. Those were my first steps which I explained in the original complaint. I am not satisfied with the response I have gotten from Cricket nor am I satisfied in the way they are wasting my time and the Revdex.com's time with their redundant babble about procedure. They are thieves and have no intention of standing behind their products and services. I have to wonder how many millions of the consumers dollars they have stolen with business practices such as this.

Review: Phone stop receiving charge to battery, so I called in and paid a $10.00 fee to file a claim for a replacement phone. Had an unexpected emergency family meeting in [redacted], there for picked up the phone from rental office where UPS left the phone after I returned from trip August 11th. Opened the box turned on the phone, I noticed a small crack in the phone, pondered whether or not to live with it or return the phone. admittedly so a couple of weeks past by me while focusing on preparing my self for college classes beginning on August 26th 2013. I decided to activate the phone, but did not because the crack in the phone gotten worse. I called Crickets insurance company to report the defective replacement phone and or maybe file another claim. I was told I now own the phone and they had charged me $169.99. I have paid Cricket in the pass using different methods, once a friend of mine did me a favor and paid the bill. The insurance company without permission charged a credit card under a name that does not have an account with Cricket. I was never told over the phone or in writing that the phone had to be returned within ten days.Desired Settlement: I want to return the two phones that I have and get a new replacement phone, and I want the $169.99 credited back into my friends bank account.

Business

Response:

September 25, 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: On October 24, I contacted Cricket Wireless and their payment agent [redacted] Payments to make a payment to my wireless account via a check. I was told that because I had a returned payment that while I would be allowed to make my payment with another check it would be held for ten days and my service would not be restored even if the check was processed and the payment cleared. When I question the representative,where consumers where notified of that practice, she told me that it was [redacted]'s policy and that I did not need to be notified. As I explained to her it was not in the terms and conditions on the payment website so how could they change the policy on their end without informing me. In speaking to a supervisor named [redacted] she also said that I had a $51 balance from an old [redacted] account that needed to paid before service was restored bringing what I owed them to $93. I called back in to get more information on that [redacted] account because I had filed bankruptcy in which a previous [redacted] account was listed. I spoke to a representative named [redacted] who would not allow me to ask questions about the account nor would he transfer me to a supervisor. He simply hung up. I spent over three hours trying to resolve this issue and get answers from them but everyone hangs up and or gets an instant attitude and does not want to transfer me to a supervisor.Desired Settlement: I want people to be made aware of the 10 day check hold policy. I feel that it is misleading that they do not notify people when making check payments that if a check is returned that they could face this ten day check hold period when using another check, regardless if the check does not take ten days to process. As a consumer it is disheartening.

Business

Response:

November 4, 2013

Review: When I signed up for Cricket I enrolled in auto pay in order to take advantage of a discounted price for my plan. I was told that I was recieving an iPhone 4 16gb and received an 8gb phone. When I called the store I was told that was their mistake and nothing they could do. After a few months the service was spotty, I was constantly on roaming (Denver metro area which is shown as covered on their map), and data was very slow. I called support about the roaming issue and again was told there was nothing they could do. I moved to another provider on 12/3. However, my auto pay went through on 12/1 and service started on 12/2. I paid the full amount ($45 + taxes) for one day of service. I have made calls to the call to customer service to ask for a refund where I was told there is nothing they can do. When I escalated the issue to a supervisor I was told I'd receive a phone call within 48 hours to discuss my complaint and never received the call. Again, I called customer service again. They refused to escalate and said there is nothing they can do.Desired Settlement: I would simply like a refund for services that were not used. Either the full amount ($45 + taxes) or prorated amount minus the one day of service that was used.

Business

Response:

December 11, 2013

Review: paid phone bill and phone was cut off after bill was paid and they said they never recieveded the payment. the phone that I have is defective I had the phone for a bout 45 days and I had to turn it in 2 times already the phone still drop call the internet works sometimesDesired Settlement: I would like my phone cut back on for this month of service and I want the new phone I paid for not a refurbish

Business

Response:

December 16, 2013

Review: I broke my cellphone and went online to Cricket to purchase a new one. Made several attempts to process order but it would not process. Called Cricket rep to see if I could get assistance or order over the telephone. Rep said they were in the process of taking phone sales off their website and I had to go into a Cricket store. The nearest is 4 hours away. Played phone transfer to other departments for 3 hours. Spoke with 3 different reps and all said something different. I had prepaid my account for the month of $50 and wanted to cancel service if I could not get another phone. Was transferred to service cancellation dept and advised the rep ([redacted])of the situation. He said it was a good reason to cancel. He cancelled the service. When I asked about a refund for prepaying my account and he said he could not give me the refund because he cancelled the service. I was confused because I explained the full situation of not being able to get a new phone and wanting reimbursement for my prepaid service and he said okay but cancelled then said he could not refund it because I cancelled. Spoke to manager ([redacted])and he said since I cancelled they cannot refund me. I explained the previous rep was aware of the situation and me wanting a refund and cancelled it before issuing a refund first. Asked of corporate number ###-###-#### but was not the correct number. Now I am out of a cellphone and $50 paid for services for Nov 26-Dec 26 that I cannot get. I feel they are ripping customers off when they know what they need to do before cancelling a service.Desired Settlement: I would like a refund of my prepaid amount of $50. I feel it is not my fault that they have cellphone sales online but in the process of removing them for me to purchase another phone while I have service with them. The reps seemed not to be informative of the services they offer.

Business

Response:

December 19, 2013

Review: I ordered my phone online on the 29th of November, 2013. After 5 calls, the customer service has escalated my claim 4 times and assured me I can cancel the order at any time. After almost 2 weeks, and being assured the phone would be overnighted to me, I have nothing. No phone. Plus, my bank account has not been charged. Customer service keeps doing the same thing over and over, yet nothing gets done. They now refuse to cancel my order even though I have no tracking number and have not been charged.Desired Settlement: At this point, I want my money to not be charged and have the order canceled. I don't want business with these people.

Business

Response:

December 23, 2013

Review: Hi I bought a new phone online at mycricket.com.Your order information: Order Date: 2013-11-29 Order Number: [redacted] Items Ordered: Cricket [redacted] $199.99 Web-Only Discount -$120.00 Taxes: $5.80 Total: $85.79 I have been calling them about my defective newly purchased phone.I was told on 12/05/13 that since this was a new phone they were going to put in a ticket and send me out a new phone. I called the next day and no ticket was found I have been on the phone with them everyday since I activated this new phone and still the run around all I want is a working phone my phone has no service bars when I go to call out I have been to the store and they advised to call back to customer service I even called the corprate office and still no reply.I was told to call the warrenty dept. I called today and was advised that my phone is not showing up as activated on my account in there systemDesired Settlement: I would like a new phone to be sent out to me so I can send this one back to them.

Business

Response:

December 20, 2013

Review: I had ordered a phone on Christmas. I had realized after I received a confirmation number, it was shipping to the wrong address. I called twice that evening to change the shipping address. The first representative informed me if we lost connection, he would be calling me back. He informed me the shipping address would be changed. We ended up losing connection, and I never received a phone call back. I then called 15 minutes later to confirm the change was made. The second representative informed me she would make the change, and I will receive a confirmation e-mail. I never did. The next morning I checked my e-mail and still did not receive anything. I called that afternoon, and the third representative told me they are unable to change the address, and if the new owners to my previous address were to sign and take the package (knowing they are not me, but its a free phone for them) I will be out on money and a phone! I called a fourth time requesting a refund! They said they are unable to cancel the ordered and refund me! Cricket claims their customers are their number one priority! Well they just lost a customer!!!Desired Settlement: I paid a total of $32.39. I would really like it to be refunded back. I am losing out on money and a phone.

Business

Response:

Review: I ordered a phone on 12/12/2013, I ordered from Cricket because I was enticed by the no contract cheap prices they offer. After dealing with what they consider "customer service", I understand why they are able to offer cell phone service for so cheap.I received my package in two days excited about my new cell phone, I then tried to activate my phone with no avail, because I did not have enough signal strength to complete activation, I called the activation service and it was just an automated server that told me what I already knew "We are unable to activate at this time". I tried the next day, still no signal, so I sent it back, as stated on their packaging slip it says "send back before 30 days for full refund", I had to pay for shipping and sent it back called customer service, and let them know, they insured me I would receive a full refund after 30 days.It has been two months now and I have not received my refund, I planned on getting a refund and buying a new phone with Cricket, but since they never returned my money, I refused to give them more and signed on with another wireless company. I have contacted Cricket Wireless six times about this matter, and still no one will call me back.Desired Settlement: I want my refund.

Business

Response:

February 20, 2014

Review: I wanted to disconnect my phone line but keep my other. They said I owed them for the last months bill and I would have to pay it in order to disconnect. I told them that it is pay as you go and if I hadn't payed last month I would have no service. They said no tthat's not how it works. I payed and they transferred me to the people who disconnects the lines. I told them what happened and they said no you don't have to pay. They said I shouldn't have payed. I asked for my money back and they said they can't do that. Italked to a supervisor aand he also said they can't do that but they can give me a discount. I don't want to do any business with the so I'd just like my money back since they lied to me and took my money.Desired Settlement: I'd like for them to refund me of my now $75.00 debt that they caused.

Business

Response:

March 6, 2014

Review: I ordered a cell phone online @ Cricket.com a [redacted] paid with credit on line on 2/16/14 received on 2/18/14 and refused service from [redacted], Cricket received the phone back on 2/21/14 inspected the box for all equipment (which was all there). And I still not received a credit back to my credit card!! refund my money they sure take the money out of your account immediately refund my money immediately!! also in June I was misinformed by a Cricket reprasenative to increase my data plan so I was paying $60 a month which was not required I still had enough data space, and I found this out 6 months later when I went to a Cricket store when a employee went over my account and advised me that I did not need that plan a lessor plan was provided to me. So I want my account credited for the extra unneeded increased service I was unnessarily not utilizing which would amount to $10 a month. I have called repeatedly with no results just excuses!!!!!!Desired Settlement: Refund/credit money and for the extra monthly bill and refund my money for the phone I refused service for

Business

Response:

March 10, 2014

Review: On February 21, 2014, around 3PM, I stopped by at [redacted], to inquire about wireless service. To that effect, I had my own [redacted] telephone and asked if I could use it instead of buying a new Cricket telephone. The [redacted] employee, [redacted], immediately and without bothering to check the phone, told me that there was no problem, as they could simply "flash" my telephone and make it work with Cricket. He charged be $15 for the so-called flashing, and right away also charged me with $51.76 for the first month of service (copy of bill attached), which I paid cash. He assigned me phone number [redacted].After trying for a short time, the same employee told me that he couldn't flash my [redacted] telephone because it was a [redacted] phone and he couldn't flash it. Right there and then I asked for a refund of my money, and he refused telling me that the money was already in Cricket's coffers and he couldn't do anything. He then tried to pressure me to buy a phone from his company. I refused and left. Next day, I went back to ask again for the refund of my money, to no avail. The same employee told me that there was no way I could get a refund and that the money was already in Cricket's hands. I then asked for their Corporate Office's phone to place a complaint, and they gave me phone number [redacted] Turns out this number is merely to give established accounts information, and does not allow speaking to anybody of make a complaint. I however was able to know that by March 22, 2014 I owe $97.78, even though I've never used this account.I respectfully urge your intervention on this. I am a 68 years old with a very low fixed income, and I have to scrap every penny to make ends meet.Desired Settlement: I want all my money refunded at once and all bogus charges due on March 22, 2014 dropped once and forever without any negative implications to me. I also want a call (in [redacted] preferably) by a Cricket Corporate Officer who may be in charge of overseeing this company. I sincerely think the peple at [redacted] are simply money hungry and intent on trumping the rights of consumers, current or potential.

Business

Response:

March 11, 2014

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: 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