Cricket Communications Inc

Review: I ordered a phone (LTE Sonata) from the Cricket Wireless website, which was priced at $49.99 with a $50 rebate (not received). I paid for the phone, 1st month of use and shipping at the time of purchase. I received the phone, followed all instructions to activate and had used the phone for approximately 12 days. After approximately 12 days of normal use, the touchscreen face stopped working to the point that I could not unlock the phone, send or receive text messages, answers calls, etc. I called Cricket Wireless numerous times to try and speak with someone about replacing the phone. Each time I was told I would have to purchase a new phone, then send the old phone back and they would "refund my money". When I tried to explain that it was a defective product to begin with and I shouldn't have to purchase a new phone, Cricket Wireless's staff hung up on me, not once, but twice. I went into a store and was told again that I would have to purchase a new phone. I use this phone for my business and the inability to use the phone that was purchased has impacted my business. Customer service is HORRIBLE! I am done with the run around and this company.Desired Settlement: I would like my money refunded and they can have the phone back.

Business

Response:

October

13, 2014

Revdex.com

Review: Chatted with Customer Service to unlock my phone. ###-###-#### Activated on 06/24 and paid 1st month. Then made 3 more payments on 07/24 08/24 09/24Unlock Policy states:"Your account has at least four (4) months of consecutive paid service using the device you want to unlock."That means you have to PAY 5 times. Even worse than [redacted] unlock policy.and even before the chat session finished, the Customer service hung up on me.Chat [redacted]scriptPlease wait while we find an agent to assist you.You have been connected to [redacted]: Thank you for contacting Cricket. How are you today ?NT [redacted] Help ticket # [redacted]: I requested to unlock my device the Cricket Nokia Lumia 1320 [redacted]: I will gladly take care of this concern for you[redacted]: Allow me a moment to work on this please :)NT [redacted]: OK[redacted]: we have a response on case [redacted]: OK[redacted]: we are not able to provide the unlock code since you do not match the requirements for get it . You need to have at least 4 month active services with the phone you requested the unlock code.NT [redacted]: Which I already paid 4 months in a rowNT [redacted]: May 2014 when I activated the phone I paid the 1st monthNT [redacted]: Sorry JuneNT [redacted]: and then July , August and SeptemberNT [redacted]: that's 4 payments for 4 months right thereNT [redacted]: How's that not considered 4 months of active services?[redacted]: Actually you started services with us on 6/24/2014 11:00:00 PMNT [redacted]: Yes, I paid the 1st month of service on 06/24NT [redacted]: then 07/24 08/24 09/24NT [redacted]: so 4 payment for 4 months of services[redacted]: from 6/24 - 7/24 ( 1 MONTH ) 7/24 - 8/24 (2 MONTH ) 8/24 - 9/24 ( 3 MONTH ) 9/24 - 10/24 ( 4 MONTH )NT [redacted]: and the payment I made on 09/24 will pay for the 4th month of serviceNT [redacted]: I do not owe anythingNT [redacted]: So far, I have prepaid for 4 months of service[redacted]: exaclty but you need wait until the 24Desired Settlement: I need my unlock code.

Business

Response:

November 3, 2014

Review: They offer $5.00 off with autopay activation, the plan is $60.00 Autopay is $5.00, I got my new card from the bank with the new expiration date, just to go and change that information they charged the $60.00 instead of $55.00 and they said is their system and that they can not change it, because we are subject to the terms of service, adding a new expiration date is like adding a new card that is why they charge that.Desired Settlement: That they stop doing that, because if our cards get stolen or expired they always will be doing this, that is a bad business act what they are doing

Business

Response:

November 7, 2014

Revdex.com

Review: cricket was called to troubleshoot a problem with the mobile data, 3g data that every night drops to 1x and floats between 1x and no data. the customer service rep explained that the company would refund me for the data that was unable to be used due to the troubleshooting. I explained that as a result of the troubleshooting, all of my data would be rendered used, and inquired if I would be compensated for the use of all 10gb plus the additional 22gb that would be required to restore my phone to working order. The answer was that no one in the call center could do that and the corporate office does not answer phone calls. And that any further troubleshooting steps would erase everything on the phone and would have to be redownloaded to the phone and that she calculated the refund to less than 1gb leaving me to purchase the rest of the data required to download everything back to the phone which would drain an entire month's pay. This was the 3rd call on the issue with the two prior times it supposedly "is solved, you should not have this issue again"Desired Settlement: A working 3g connection that does not drop data speeds every night on my phone w/o having to download everything again, at my own personal expense (disability pay)

Business

Response:

November 21, 2014

Revdex.com

Review: This is [redacted], I took my roomate-[redacted] to the Cricket Store in Arundel Mills, which I bought my cell phone from [redacted], I referred [redacted] to [redacted] was very nice, I have no quams with her, it's the Cricket Corp, that needs to be addressed, which I would have received $25 for a referral and [redacted] would have received $25 for the same offer, we did all the paper work I tried to put in the referral code several times from the [redacted] email and at [redacted] email, I called cricket support several times, they kept on saying wait and it will work, after several of times trying to put the referral in and calling support, then I had enough and I asked for a Supervisor, she told me I did not call the Support system and I waited too long, they lied, I dragged my roomate, [redacted] all the way to the mall to get this phone for the referral and the $25 rebate, which they lied about, [redacted] is disabled and we had to sit every 15 mins just to get to the Kiosk, Cricket is a liar, and false advertising, they need to either stop doing false advertising or pay up, very poor customer service and the Supervisor was very rude, not a help at all, as soon as I find some where else to go, I will take my service somewhere elseDesired Settlement: I would like to get my $25 and [redacted] get his $25 as promised, this Co should have a better reputation than it does, poor customer service, don't say you're going to give a gift and not give it,

Business

Response:

November 17, 2014Revdex.com

Review: We purchased the Nokia lumia 1320. within 3 weeksThe phone went out. We took it back and we hadTo argue with the store to get them to even try to Find out what was wrong. They then sent the phone offIt took almost 15 days to get my phone back. When my phone came back they advise me to get insurance on it which I DID ! Here it is a month Later and my phone is dead as a door nail. Not working ! I took myPhone back to this store location a second time they now are refusing to assist inAny way nor honor that I have insurance. They told me I needed to spend an additional $175.00Before they'd address the issue. They sold me one of the most expensive phonesIn their store and it does not work ! Nor will they assist in repairing it without asking me for more money.Store: [redacted] NC [redacted]Desired Settlement: I would like them to have their faulty equipment Back. And me have my money back that I wasted onThis phone that does not work. I have tried to reason with themTo no avail.

Business

Response:

December 8, 2014Revdex.com

Review: I purchased phone and service on 10/31/2014 at 6:35pm. The cost of phone was 52.79. Biller Payment(Plan service)50.00 Service Fee (Activation Fee) 25.00. I returned to the next day, on 11/1/2014 at 5:17p. to return all products. I was refunded 52.79 for the phone. However, I was not refunded the Biller Payment($50.00) nor the Service Fee($25.00).Desired Settlement: I would like "Biller Payment" and the "Service Fee" refunded. I would like $75.00

Business

Response:

December 1, 2014Revdex.com

Review: Have a month to month plan with 3 lines for $110 a month. Had one of the lines ported to [redacted] and the next day my other 2 lines were disconnected after I had paid up until 12/4/14. Now they say I have a bill of $87 for 2 lines when I was suppose to get a credit for the one line which was paid until Dec 4th. If I have to start over with 2 lines then the bill should be $80 less my credit for paying up the month which should be $18 which the previous agent had said.Desired Settlement: My correct monthly bill for 2 lines less $18 for credit from paid up current month so my bill with credit should be $62. They changed my billing date without my permission and they are not taking responsibility for there mistake.

Business

Response:

December 18, 2014Revdex.com

Review: In the month of September, I paid my son's phone bill and specifically asked for the 40 dollar plan. The representative who had taken my called charged my card for the 65 dollar plan without my permission. To resolve this dispute, a manager told me that I could not be refunded my money and that the money could not be placed back onto my card. However, the manager said because the representative had taken the money out of my account without my permission, that I would not have to pay a bill until December 20th of 2014. On October 20th, cricket sent a text to the phone in question, which stated that a 20 dollar payment was due. I called cricket and spoke with the manager and he said that there was no record of my conversation with a representative stating that I would not have to pay a bill until December 20th.Cricket wireless, seems to be a rip off company who takes advantage of their customers and do not practice business ethics when resolving customer issues.Desired Settlement: I would like for Cricket resolve this matter by extended the payment date which they had promised on my cellular phone.

Business

Response:

December 12, 2014Revdex.com

Review: When I wanted to pay my bill last November, I replied the text message they sent me. Mistakenly,this automatic system charged my debit card with more than $100.00, which means that they charge me for December, also. So, I called Cricket customer service to dispute the overcharge and ask them to refund $45.00 that I wasn't supposed to pay until December. After speaking with three different representatives I had to contact Bank of America to solve the situation because none of them wanted to help me to solve this matter.Yesterday, I spoke to an specialist and paid the amount of the dispute which was the December bill.I paid such amount.Today, I wanted to pay my bill for the period of January 5 to February 5th. I couldn't do so online because after filling out the field with my debit card information, the system said "error [redacted], the payment couldn't be process.I called Cricket to make the payment over the phone, I was transferred to an account specialist who told me the there is other dispute for over $100.00. I told her there is no more than one dispute, and this one got solve yesterday. At a present time, the only thing that should be showing up in my account is the current bill period. There is no dispute, and the only thing I want to do is to pay my current balance.Your account specialist told me to go to a store to pay my bill because there is a $100.44 transaction that was disputed yesterday. I told her that is not true. She didn't want to tell me where is a store to pay my bell there. She gave me a phone number and told me to acall Monday-Friday to speak to someone else.Desired Settlement: I want Cricket to update the system, so I could be able to pay my bill as I have been doing for the last five years. If the dispute was solved (and it was), it shouldn't show up in my account.The representatives are very unfriendly to me as it was my fault, which it wasn't. So, update the system and let me pay my bill regularly.If for some reason you don't want me to be your customer, just let me know, but games are not a part of our deal. Tell your employees to grow up.

Business

Response:

January 8, 2014

Review: I ported the number [redacted] from Cricket to [redacted] due to copious problems with Cricket's customer service (multiple dropped calls daily, rerouted several times with customer service, notations not being made in the Cricket data base about problems with my service (agents routinely saying, "I have no record of that"), hours spent on the phone with customer service). After porting the number, I was told that my cricket account was cancelled. That was in September. I am still getting charged 54.48 a month for this service which I have not used in months. The company states that they have no record of the cancellation but when asked will confirm that the number was ported to another company in September. Despite this they refuse to refund money from an account I was told was cancelled and has not been a cricket number for four months.Desired Settlement: A refund of 217.92 which is what I have been charged over 4 months (54.48 a month) for an account I was told was cancelled and I have not been using. This is theft!

Business

Response:

Review: Paid for service pertaining to the month of March 2014 on February 28 2014. On March 11, 2014, I ported my service to [redacted] Wireless. I called to get a prorated refund of unused service to be told that Cricket would not refund for unused service. I do not believe that this is fair business practice to keep monies for services not rendered.Desired Settlement: Refund of prorated monies for services not used.

Business

Response:

Review: my phone has been locking on me several times but I went in and told them but they told me that it just me and were I was,but im not one to complan,I think that was really disrespectful of them.basiclly there calling me stupied and now there charge me 63.00 and my bill is only supose to be 51.75 would really appricate it if you can look into this matter thank you.Desired Settlement: I would like my money back for te phone and compinsation for the trouble.

Business

Response:

April

23, 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 claim filed by [redacted] regarding

Cricket service. In her complaint, Ms. [redacted] states that her phone has

been locking several times and she was told that it was her causing the phone

to lock. Ms. [redacted] feels disrespected and mistreated by store personnel. Ms.

[redacted] states that her bill is supposed to be $51.75 but is reflecting a

balance of $63.00. Ms. [redacted] is requesting a refund for the 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.

After

reviewing Ms. [redacted]’s Cricket account it appears she has had the phone

since February 19, 2013. Cricket’s return policy states the phone must be

returned within 30 days from the date of purchase, consequently we are unable

to fulfill Ms. [redacted]’s request for a refund. Regarding Ms. [redacted]’s

concern about her bill, our records indicate that the Cricket Navigator feature

was added to the monthly plan on March 23, 2013. We suggest that Ms.

[redacted] visit her nearest corporate owned Cricket store located at [redacted] for further device troubleshooting, technical

support and billing inquiries.

We

thank Ms. [redacted] for her communication and we trust that this explanation

properly addresses her concern.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: I PURCHASED A CRICKET 4G BROADBAND INTERNET DEVICE ON THE THE CRICKET WEBSITE UNDERSTANDING IT WOULD PROVIDE ME "LIGHTENING SPEED" ON MY DESKTOP COMPUTER IN MY TOWN OF [redacted], ** AS DESCRIBED IN THEIR ADS AND PRESENTED ON THEIR "COVERAGE MAP" THE DEVICE HAD CONSTANT ISSUES WITH RECOGNIZING, AUTHORIZING, CONNECTION, AND SPEED. I CALLED TECH REPEATEDLY AND JUMPED THROUGH HOOPS TRYING TO SOLVE THE PROBLEM. ("RELOCATE YOU COMPUTER, ADD A Y CABLE AS AN ANTENNA, IT DOESN'T SET-UP IN 4G SOMETIMES", DO THESE MANY THINGS TO TRY TO GET IT TO WORK . . , "WHAT'S YOUR AID NUMBER", AS IF THAT WOULD MATTER ON HOW TO GET THE DEVICE TO WORK . . . ""REGISTRATION FAILED" . . ."NO SERVICE" . . . "DOESN'T RECOGNIZE DEVICE" . . ."SIM CARD INVALID".IF ANY OF THESE THINGS WERE TRUE I WOULDN'T BE EXPERIENCING THE STUTTERED AND SLOW SERVICE I HAD, ON OCCASION. WHY MUST I SPEND LITERALLY HOURS ON THE PHONE WITH COMPUTER VOICES AND INADEQUATE TECH SERVICE TO PLUG IN MY DEVICE AND USE IT FOR ITS INTENDED PURPOSE? TODAY, JULY 20, I HAVE CALLED FOR HOURS TO GET TECH SUPPORT; ANSWER THIS, ANSWER THAT, PRESS ONE, PRESS TWO, ONLY TO GET,"THEIR ARE NO REPRESENTATIVES AT THIS TIME", OVER AND OVER."IF YOU WOULD LIKE TO REACH A CRICKET OUTLET", JUMP THROUGH THESE HOOPS, AND YOU GET A COMPUTER VOICE SPEWING OUT NUMBERS SO FAST YOU CANNOT UNDERSTAND THE WORDS. LOCAL OUTLETS CAN'T HELP YOU, CORPORATE DOES NOT ANSWER, NOBODY, N-O-B-O-D-Y, WILL ANSWER THE PHONE UNLESS YOU WANT TO BUY SOMETHING, THEN YOU GET REDIRECTED TO OBLIVION. I WANT A FULL REFUND FOR THE DEVICE, NOT A RUNAROUND AT THE CORPORATE HEADQUARTERS NEARLY FIFTY MILES FROM MY HOME.THEY SELL YOU FAST, THE SERVICE IS SLOW, THEIR CUSTOMER SERVICE IS APPALLING, AND THEY ARE INDIFFERENT TO YOUR DISPLEASURE AFTER THEY HAVE YOUR MONEY. POTENTIAL CUSTOMERS BEWARE, THE CONSUMER RATINGS READ "POOR" ALL OVER THE INTERNET. DON'T SETTLE FOR "NO CONTRACT" OPPORTUNITIES WITH CRICKET, "NO CONTACT" IS WHAT YOU WILL GET FROM THEM.Desired Settlement: I WOULD LIKE THE FULL $79.00 PRICE OF THE DEVICE REFUNDED, AND FRANKLY THE $45.00 PAID FOR HORRIBLE, UNRELIABLE SERVICE I HAD UNTIL IT STOPPED WORKING COMPLETELY, MUCH LIKE THEIR CUSTOMER TECH SUPPORT.

Business

Response:

July 24, 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 a refund. In his complaint, Mr. [redacted] states that he purchased a Cricket 4G broadband internet modem online with the understanding that it would provide him with fast internet speed. Mr. [redacted] has experienced many issues since he bought the modem and has not been able to have a fast, reliable connection. Mr. [redacted] has attempted to contact both customer service and technical support but has not received any help with the issues he has been experiencing. Mr. [redacted] requests a refund for the modem and service that he purchased totaling $133.24.

We apologize to Mr. [redacted] for any inconvenience that he may have experienced due to this matter. Cricket strives to provide excellent customer service at all times and we regret if that high standard was not met.

Please be advised that several situations will make it difficult to speak to a Customer Service Representative. Customers may experience extended wait times during peak hours when call volumes are high. If Mr. [redacted] finds himself calling during late afternoon or early evening hours, the wait time may be longer. Alternatively, Mr. [redacted] may also visit a Full Service Cricket Store to speak with a Customer Service Representative. To find a Full Service Cricket Store, Mr. [redacted] can go to [redacted] and click on the "Find a Store" link. Please know that Cricket is constantly upgrading its network and technology to make this service more user-friendly and convenient.

Mr. [redacted] may return his broadband modem for a refund. In order to do so, broadband devices must be in ‘like new’ condition and in the original box with any included accessories. All broadband modem returns must be received within 30 days of the original ship date. The address that Mr. [redacted] can send his broadband modem to is:

Upon receipt, Cricket will inspect the package and process a refund which can take up to 30 days. Regrettably, we are unable to issue a refund for the service payment of $45.00 that Mr. [redacted] made on June 30, 2013. After reviewing his account, we show that Mr. [redacted] has used a significant amount of the allotted data that his current plan allows. 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.

We thank Mr. [redacted] for his communication and we trust that this explanation closes 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.

AT THE TIME OF THIS RESPONSE I FAIL TO QUALITFY FOR A PRODUCT REFUND . . .

A) I DO NOT HAVE THE ORIGINAL PAKAGING AS ARTICULATED BY THE CRICKET REPONSE. I BOUGHT IT ONLINE, DIRECTLY FROM CRICKET, THEY KNOW IT IS A PROPER PURCHASE AND ORGINAL OWNER TRANSACTION.

B) AT THIS HOUR OF THE EVENING I HAVE NO METHOD OF RETURNING THE PRODUCT WITHIN THE 30 DAY RESTRICTION CRICKET, ALSO ARTICULATED IN THEIR RESPONSE.

C) I HAVE CALLED CRICKET TECH AT DIFFERENT HOURS OF THE DAY, AND ON DIFFERENT DAYS OF THE WEEK, AND WAS TOLD REPEATEDLY THAT THE HIGH VOLUME OF CALLS PREVENTS ME FROM REACHING THEM.

D) I REPEATEDLY CALLED CRICKET OUTLETS TO ASK FOR ADVICE AND ASSISTANCE BUT WERE TOLD I MUST CONTACT A "CORPERATE OWN STORE". I MADE THAT EFFORT. RECEIVED ONLY RECORDER MESSAGES AND "LEAVE A MESSAGE AND WE WILL RETURN YOU CALL", WHICH NEVER HAPPENED.

E) VISITING A CORPERATE STORE (40 MILES AWAY , IN HOUSTON, AT THIS TIME, WITH MY FULL DESKTOP SYSTEM IS NOT PRACTICAL, AND WOULD NOT ADDRESS THE SERVICE ISSUES PRESENT AT MY HOME ADDRESS IN [redacted], AND NO DOUBT THE SAME RESTRICTION OF REFUND "WITHIN 30 DAYS IS NOT POSSIBLE NOW APPLY. I'M UNSURE BECAUSE I CANNOT REACH ANYONE LIVE, AND NOBODY ANSWERS THE MESSAGES I LEAVE.

F) CRICKET CLAIMS TO PROVIDE "LIGHTENING FAST SERVICE, IN THE SERVICE AREAS INDICATED ON IT'S SERVICE MAP, AND THAT DID NOT HAPPEN, EVER. I USED THE ALLOTED SERVICE, POOR AS IT WAS, AND THEY HAVE NO INCLINATION TO OFFER ANY SYMPATHY FOR MY TROUBLE, OR ENCOURAGEMENT TO UPGRADE MY SERVICE.

CRICKET HAS VERY GLIB WORDS ABOUT THEIR SERVICE AND POLICIES, BUT THE ARE QUITE UNAPPROACHABLE FOR A "COMMUNICATIONS" COMPANY, AND THEY DESERVE THE POOR RATING INDICATED ON MANY ONLINE SURVEYS AND PUBLICATIONS.

I WISH TO EXPRESS MY THANKS TO THE Revdex.com FOR THEIR EFFORTS ON MY SITUATION. A BIG THANK FROM MY HEART.

[redacted]

Review: I originally had [redacted] wireless coverage but decided to have my handset flashed over to Cricket wireless because it was more affordable. I got the Cricket service activated on 7/30/13. The plan I purchased was $60/month for unlimited data, internet, msg, calling, etc. Shortly after on 8/12/13 my internet service stopped working completely. I went into my local Cricket wireless provider to get the problem fixed. The employee couldn't find my paperwork or account information in the system and told me I didn't have Cricket wireless services, I should bring in any paperwork that I have to show proof otherwise they are unable to help me. That same evening I went home and retrieved my paperwork that I had received originally from 7/30/13. By that time the employee told me the system was down there wasn't anything they could do as far as repairing my internet connection and that my mobile device was probably the issue at hand. The employee asked me to write down my information and was advised to come back later in the week. About a week later I went back into my local Cricket wireless store for the same internet connection issue. On this occasion the store employee instructed me to leave my phone for a couple of hours and they would contact their technical support department to resolve the issue. I left my mobile device with the store and returned back in a couple of hours only to be told that I didn't get my phone flashed there and that I needed to provide paperwork because there is nothing they can do in regards to repairing the internet connection. I have been to this particular store on several occasions and left without any resolution. Now I am stuck with a plan that states I have unlimited data usage and cant connect to the internet. Every time I have been into the store the employees were very rude and not very knowledgeable about their products.Desired Settlement: I really would love to have my internet services repaired by an adequate professional with the company at hand. If not I would like a full refund of all services or partial services because I haven't been able to use the mobile device to its full capacity.

Business

Response:

September 3, 2013

Review: They will not issue a refund due to my service being ported over to [redacted]. The number was ported to [redacted] several days before the money was automatically taken out of my account, in which I had never authorized them to do. To make matters worse is that [redacted] had me on the line when they contacted Cricket for authorization to port the number. When I noticed my account had been debited I tried to contact them and fix this. I was on the phone for over 3 hours trying to fix this but to no avail!!!!Desired Settlement: I would like a full refund.

Business

Response:

September 25, 2013

Review: False advertising - they are running an ad for up to 5 smart phones for 100.00 and did not say you could not already be an existing customer, so when I asked why our plan did not qualify they said I have to add another line but I already have 4 phones.Desired Settlement: Just to be put on the plan that the advertisement is saying

Business

Response:

March 5, 2014

Review: Have been calling Cricket to get a new phone for my father who is disabled and ended up ordering one online, the call went to a supervisor to get this issue resolved and they placed a ticket on the acct, I tried explaining to them that his doctors and nurses need to be able to get a hold of him, they have placed a block on my number so when I call them to see the status of the new phone being activated they keep transferring and I ended up calling from a completely different and was able to get through the customer service line at that time, but when I tried from my personal # that was given it kept saying no representative was ava at this time, I find it hard to believe that I am unable to get any help with this issue from their company but yet we have paid for a new phone and the service. The way they do service is not even right.Desired Settlement: would like the refund for the phone and the service

Business

Response:

February 11, 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 he has called Cricket several times to get a new phone for his father but ended up ordering one online. He called several times to report that there was a block on his number and he could not get through to customer service. Mr. [redacted] is requesting a refund for the phone and the 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.

Please be advised that several situations may make it difficult to speak to a Customer Service Representative. Customers may experience extended wait times during peak hours when call volumes are high. If Mr. [redacted] finds himself calling during late afternoon or early evening hours, the wait time may be longer. Alternatively, Mr. [redacted] may also visit a Cricket Store to speak with a Customer Service Representative. To find a Cricket Store, Mr. [redacted] can go to [redacted] and click on the "Find a Store" link.

All returns or exchanges must be completed at the store where the phone was purchased. Most stores accept returns within 30 days from the date of purchase. All returns are subject to the store’s return policy and/or manager’s approval. If Mr. [redacted] purchased the phone online, he can refer to the return policy and instructions on our website [redacted].

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.

On the 2-3-14 Cricket took out money out of My bank account for the 1st phone I had that didnt work,They couldnt get it too work said I needed a new 1.and theyd credit my checking in 3 days.Today is the 18th and have tried and tried too get it back.Needed a phone so all my doctors can get ahold of me and told them this.So they had me order the samsung on the 3rd got it on the 40f 2-4-14.Treied for 7 days too get them too activate it and theyre having trouble activating it.so I sent it back by fedex and took pics of it before we sent it back on my Daughters phone.it was 118.36 been trying too get my money back too my bank account for that too hasnt happened.Weve called and called.No luck getting it back for the 2 phones that didnt work.

Review: On the 21st of February, I went into Cricket Wireless to re-activate my Broadband device after being out of state for 2 years. When I reactivated the device in store, they did not tell me that I have any time constraint to bring the device in should the service not work.When I got home, I plugged the device in and it was very slow, less than dial-up. I decided to try again the next day as sometimes the tower is slow when the weather is bad. This did nothing to help. I called customer service the next morning and they walked me through a couple of different options, neither of which helped. So today, I decided to go into the store for a refund. The girl, [redacted], told me Sorry, there was nothing she could do as I was out of the 24 hour refund window. She said maybe I could call Customer Service and they could do something though she neglected to even give me the number. When I got home, I called the number, and the young man on the line, [redacted], also reiterated that I was out of luck. Basically, I paid for a service that does not work and I was out of luck to receive any refund, even pro-rated. I talked to his manager who again fed me the same story.I believe this is completely unethical and am not even sure how they can legally charge someone a fee for a service that is promised, not deliver and then keep the money? I just would like a refund for what I paid out.Desired Settlement: At this point, I want my reactivation fee and month back which I can't use.

Business

Response:

March 3, 2014

Review: payed billed to cricket almost every month I have problemsDesired Settlement: refund money off card

Business

Response:

March 19, 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 he made a payment of $133.11 on March 5, 2014 and it has not posted to his account. Mr. [redacted] requests that this payment post to his account.

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.

According to our records, a payment of $127.56 posted to Mr. [redacted]’s account on March 7, 2014. Payments made at authorized Cricket locations can take up to 24-48 hours to post. Mr. [redacted]’s account is current with no past due balance. If he has any additional questions or concerns, he may contact [redacted].

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