Cricket Communications Inc

Review: On May 6, 2014, I switched carriers to [redacted] I have prepaid my bill that starts the next billing cycle on May 23, 2014 for future service. I have tried numerous times to call in the 1800CRICKET but can never get thru to speak with a rep. I stopped by a local store and she was able to call into billing to speak with a rep and she said she filed a refund request. I received an email a couple of days later stating my request was denied. I have prepaid for services that I clearly have not used and Cricket will not refund my money. If you could assist me with this I would appreciate it. It should be 63.97 that should be due to me.Desired Settlement: I would like a refund of my 63.97 please.

Business

Response:

May 29, 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 a refund for Cricket service. In his complaint, Mr. [redacted] states he switched to another wireless carries on May 6, 2014. He had prepaid his bill and requested a refund from Cricket. He was told a refund request was filed but he received an email a couple days later stating that his request was denied. Mr. [redacted] is requesting a refund in the amount of $63.97.

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

Our records show that we denied Mr. [redacted]’ refund request because the refund could not be issued by Cricket. When we denied the refund ticket, it was forwarded to our payment vendor [redacted]. It must be issued by our [redacted] since the payment was made via electronic check and there is a holding time of 14 business days. A refund in the amount of $63.97 was issued back to Mr. [redacted]’ checking account ending in [redacted] on May 19, 2014. The confirmation number for this refund is [redacted]. We ask that Mr. [redacted] contact [redacted] at [redacted] with any questions regarding this refund transaction.

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

Review: I went in to pick up a replacement for a defective phone I had purchased 3 months ago. When I went in the store was under new ownership and they knew nothing about the replacement phone I had paid for. They told me I would need a new phone because of AT&T purchasing the company and new ownership. I reluctantly agreed and spent the next 2 hours waiting for them to sign me up for a new plan and new phone. After going through the whole process I paid and walked to my car. I tried my phone for the first time and was instantly not satisfied. I did not even leave the parking lot and went right back inside to cancel the whole deal. They told me they could not refund any of the cash I had paid and there was nothing they could do. They claim Crickets terms and conditions outline this yet I was never shown any terms and conditions and certainly never agreed to any of them let alone signed anything. I was treated very poorly and am not sure this was even legal. I would like a full refund of my money and will never do business with this terrible company.Desired Settlement: I would like my money refunded and want people aware of how this awefull provider does business.

Business

Response:

June 4, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: Unknown (Cricket

GSM)

Dear Sir/Madam,

This correspondence is in reference to a

complaint filed by [redacted]. In review of the complaint details, it has

been determined that Mr. [redacted] is a customer on Cricket’s GSM network. At

this time, our San Diego/Denver offices have not been integrated to support

customers on our new network and only have the ability to support Cricket’s

legacy CDMA customers. Please note, Mr. [redacted]’s complaint has been

forwarded to our Cricket Support Team located at 12735 Morris Road, Suite 300,

Alpharetta, GA 30004, who will contact him to discuss his concerns.

We thank Mr. [redacted] for his

communication. If he has any additional concerns, we ask that he contact

Customer Service at [redacted].

Based on the aforementioned we

respectfully request that Mr. [redacted]’s complaint is closed at this time,

because we cannot assist in this matter.

Regards,

Corporate Customer Relations

6[redacted]

Consumer

Response:

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

Regards,

Review: On May 2, 2014 my wife and I upon referral from our neighbor who is a Cricket customer purchased three cell phones from a Cricket Retail store located in Los Banos, CA. We purchased two Samsung phones and a Kyocera flip phone for our handicapped brother. The phones from the beginning have been defective i.e, not ringing, dropping calls, not keeping a battery charge, and unable to successfully get online or text. We promptly brought this matter to the retailer's attention as well as a visit to the Modesto Corporate Office. They suggested that we return the phones to the Retail Cricket Store in Los Banos,CAas they stated they could not issue us new phones. The tech support at Cricket had also tried to help us the night before to trouble shoot the problem with the phones. Corporate suggested that we should purchase the Hydro model which was comparable to the Samsung. The sales staff at Cricket corporate programmed our phones and tried to trouble shoot the problems as well with the phones. They stated that it may be a service area problem even though we explained that other Cricket customers in the Los Banos and Santa Nella service area reported that they had noproblems in service either receiving calls or getting calls to ring out. We left corporate with instructions to return the phones to the Los Banos Office. When we went to the store the next day in Los Banos, the sales representative was very rude and stated that she could not replace the phones without the manager's approval and that they would not give us a different model as they no longer had the Hydro for sale or distribution and that it had been taken off the market. We talked with the original sales person who had sold us the phones and she stated that her manager said to replace the phones with the same model. We had our telephone numbers ported and after several days my sister called and said the message was that this was not a working phone number. We were issued two new Samsung phones and we still had the same issues. We returned to Cricket and the sales Rep said she would email her manager. While we were there another customer came in having the same service issues. WE never heard back from the manager for Los Banos, CA retail store and when we called corporate in Modesto, the sales Rep suggested that since we were not getting quality service or resolution from Cricket that we should switch to another phone company. Now, this statement from a cricket representative is very discouraging. I am a disbalde veteran and a heart patient and my brother n law has traumatic brain injury. At the very least, I would hope after all the money we issued that we could call 911. All we want is working phones that don't drop calls, actually ring when people call, a battery that keeps it's charge longer than a few minutes and courteous, prompt response that exhibits professionalism in satisfying Cricket Customer Needs. We chose Cricket to meet our needs and they should.It is their responsibility to solve complaints of service in a professional and timely manner, especially for handicapped and disabled customers who's only lifeline to emergency help is their cell phone. [redacted] M [redacted]Desired Settlement: I want a phone that will work and the same price I paid for and the same plan I have

Business

Response:

May 30, 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 purchased my phone in the month of March 2013. I have not had any damage to it other than normal wear and tear. I contacted Cricket Wireless in May 2014 as I had begun to have problems with it, such as, the phone was not holding a charge, when I would "wake" the screen up, it would stay black; or it would look as it is was a screen of static; or rainbow colored lines would be on the screen. I tried to turn it on and off, it would continue to have these problems. I took it to a main Cricket Wirelss Store and was told that I needed to contact ZTE, the manufacturer of the phone, directly to get the problem addressed. I contacted ZTE via telephone and explained to them the problems I was having. I was told that my phone was still under warranty and that they would send me a form that I needed to complete and returned to them via email, which I did. They sent me an RMA to send the phone to them, which was supposed to be for a total of 5 business days, after which if the phone could be fixed it would be sent back to me. This process took about 2.5 weeks. I have had the phone back in my possession for less than a week and am having the same issues and am now being told that there is nothing that can be done to either repair or help to defer the cost to replace my phone. I have talked to Cricket, their warranty company, and ZTE. All with no results.Desired Settlement: I was told by the warranty center, and by ZTE that my model is no longer available. I would just like an upgrade to my phone. I am not against having to pay for some of the cost of the phone, but I do not believe that I should be responsible for the total cost alone. I paid over $200 for my original phone.

Business

Response:

July 11, 2014

Review: When I talked to a store manager he was completely disinterested with me being there. He told us that we could look online for the phone prices, did seem to even want to help me upgrade my phone. After he told me that I walked out, I shopped around and purchased a Verizon phone this was the same model I wanted to upgrade to and, it was $350 less. Cricket wasn't willing to give me even 10% of my phones value. They wanted to give $55 for a year old perfect condition phone that I bought for over $600 less then a year ago!!! I when back to the store to see if the service was canceled, the employees there were playing music and hanging out. They all shrugged their shoulders and said call 1800cricket. I had to go online to check and see if I was off the service. I asked if this could have been done in store and was told it could be. The store has never been helpful, they only want your money and unless your buying a product of theirs they aren't bothered. They swindle you for upgrades to a "new cricket" well they can expect a kid (17 years old) to be OK with paying over $600 to only use the phone a year and be told that the phone is only a 10th of its value. That's wrong!Desired Settlement: Please make an inquiry into how they judge the value of their consumers phones. I would hate for someone else with limited income to have to upgrade and dice very their phone is only worth 10% the original price.

Business

Response:

July 29, 2014

Revdex.com

Review: I traded in an iPhone brand new valued at $500 for a cricket zte source on Feb 15 2014 in March I began to have problems with poor data service.in may I initiated a claim with technical support I was unable to make calls or use any app or service on my phone that operated off internet which is pretty much every app on my phone cricket issued a credit for every day I did not have full month service but explained it was a one time credit as if it was my fault that I was unable to use my phone.a escalated ticket was put in and a specialist contacted me about two weeks after and for the next 30 days we tryed various ways to fix my phone even sending a technician out to test lines which were overloaded I was told by the specialist that att would be taking over cricket so more data lines would be available but there was nothing further he could do and if problem persist call back to customer service within two weeks I contacted customer service who determined my phone issues were internal and my phone was defective I was than told to go to a corporate store and trade my phone in for free.upon going to the corporate store I was told they no longer offer the phone trade option. Frustrated.my phone stopped allowing me to use my key pad.I contacted cricket once more and was given the run around I was told by one Rep that my account showed I never called in I explained spoke to a specialist who said att would be taking over and service should improve after 30 days she told me I got the information off a commercial and it was my perogative if I wanted to cancel I asked to cancel my phone and get refund or return my $500 iPhone I was told part of cancellation terms were that I except financial responsibility even if phone was defective. I was transferred to warranty department which explained I have to send phone in and wait 5 biz days without a phone in order to trade my phone out no credits were offered and being that I am general contractor I am not able to secure my daily work load without a phoneDesired Settlement: I would like for cricket to either take back the $99 defective Zyrtec and return my $500 iPhone or trade my phone out a corporate store like they promised and also issue credits or refunds for these several months that I have not been able to use the unlimited services I am paying for

Business

Response:

July

31, 2014

Revdex.com

Review: I JUST PURCHASED A SAMSUNG S3 FROM CRICKET 4 MONTHS LATER THEY MERGED WITH AT&T SO THEY TELL ME THAT MY PHONE WILL BE USELESS IN 2 TO 6 MONTHS THAT I NEEDED TO TRADE MY PHONE IN AND BUY A NEW ONE IVE ONLY HAD THE PHONE FOR 4 MONTHS SO I CALL THE CUSTOMER CARE ABOUT THE PROBLEM THE HANG UP ON ME TWICE WITH NO CARE ABOUT THE CUSTOMER SO MY POINT IS I PAYED 600 DOLLARS FOR A PHONE 4 MONTHS AGO JUST FOR THEM TO TELL ME ITS USLESS IN 6 TO 8 MONTHS AND THEY WILL NOT REPLACE IT THEY WILL GIVE ME 150 FOR THE PHNE AND I WILL NEED TO PAY A ADDITIONAL 200 TO GET THE SAME ONEDesired Settlement: I WOULD LIKE A REPLACEMENT PHONE SO THAT I COULD GET MY HARD EARNED MONEY OUT OF IT

Business

Response:

August 6, 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

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: My name is [redacted] and I want to file a complaint on Cricket Wireless and The company they work with known as [redacted]. My complaint is that I had Purchased an Iphone with Cricket and they were leasing the phone out to me through the company known as [redacted]. Both companies did not aware me of the promotions and other fees that were going to be applied to me. Cricket told me that all I needed was to pay just the cost of the phone every week by taking $53.00 out of my bank account. This was all the information I was given at the time of the purchase. I did my calculations and I should have been done with the payments by May of this year, so I called [redacted] and they said I was missed informed about weekly payments and that I was doing biweekly payments. I had asked the lady over the phone whom works for [redacted] that if I was going to be charged any other fees such as interest and she told me no that all I need to do was pay the remaning balance of the cost of the phone. I asked many times again about other fees and she said no I just need to pay the cost of the cell phone. I called again on August 8th 2014 and I talked to the superviser of [redacted] and she told me that I now owe $622.00 due to an agreement I was not aware of, nobody from the cricket store explained to me this agreement and fee and neither did the lady I spoke to in May of this year, they did not fully give me all the information I needed to know about my account with these companies. To make matters worse the superviser of [redacted] was very rude to me and very unprofessional, she was giving me smart remarks and sarcastic comments. I asked to send the phone back and not to be charged anymore fees and she unprofessionally did not want to help me out in anyway, I just want to give my phone back and receive and refund or receive a new phone because I will be phoneless and I deserve to be given something due to both companies misinforming me, being extremely rude, and unprofessional. I really am demanding something to be done because its unfair.Desired Settlement: I want a complete refund of the money I spent and I want a new replacement phone because I believe that the company [redacted] are a HUGE SCAM! I know I deserve this settlement due to receiving false information and not being told of any of the promotions from both cricket wireless and [redacted] and for the employees being rude and unprofessional to me.

Business

Response:

August

25, 2014

Review: On Aug 21st 2014 I went to Six Brothers Wireless LLC located at 2535 N Dixie Hwy, Lake Worth FL 33460. I was looking for a phablet (large phone). I purchased at Nokia Lumia 1320 for $279.99 with a $50.00 mail in rebate ($229.99). I needed a new activation as a new customer. I paid a total of $322.69. $229.99 for the phone after in store discount, $15.00 activation fee, $60.00 for first month of service, and $17.70 in tax. [redacted] the woman who sold me the phone and helped me pick it out, opened the box and prepared the phone. Upon getting home, I started to play with the phone and use it's featured. A dialog box popped up for me to download Cricket apps (visual voice mail, MyCricket, etc). Yes, I need those apps. The Windows Phone sends me to Google Play. Obviously, Android apps don't work on a windows phone, so what was the point of that. Next, I go to the Windows App store to look for these apps and there are none. [redacted] didn't bother to tell me that Cricket doesn't make apps that support Windows Phone. Upon further use of the Lumia 1320 I find that the apps are all second-rate and that the screen doesn't auto-rotate while using most of the apps. I decide then that I will take it back the next day. Less than 24 hours later I went back to Six Brothers Wireless to exchange the phone for an Android. The friendly [redacted] that happily took my money yesterday, now has an annoyed attitude because I'm returning the device that Cricket doesn't have any apps for. I exchange it for a Samsung Galaxy Express ($199.99) with a $50.00 rebate to make the cost $149.99. [redacted] then tells me that there is a $25.00 restocking fee for bringing back the Lumia 1320. She didn't bother to mention this fee when she sold it to me. And she also tells me that I can't get the paperwork for the rebate on the Samsung because my initial activation was on the Lumia. So, I've been screwed out of $25.00 due to previoulsy undisclosed restocking fee and $50.00 mail in rebate she would not give me for the SamsungDesired Settlement: I want my $75.00. It is not fair that I should pay a restocking fee because she did not disclose the fact that Cricket doesn't make any apps for the Windows store. They did not disclose the restocking fee. Then they penalize me for the Samsung phone not being a new activation. Had they been honest about the Lumia 1320, I would not have purchased that phone in the first place. I want my $25.00 back for the restocking for and I want the $50.00 mail-in rebate for the Samsung Galaxy Express.

Business

Response:

September

8, 2014

Revdex.com

Review: I purchased a SIM card for $9.99 and a monthly plan for $40.00. ($50.61 total on original purchase receipt) When the SIM card arrived, we found that it did not work. So I called customer service to get a refund, and after being sent to many different representatives, I still do not have an answer if I am going to get my money refunded.Desired Settlement: Refund the original purchase amount of $50.61.

Business

Response:

September 19, 2014

Review: have bought $300 phone with cricket wireless. their service is really bad trying to switch back to [redacted]. the problem is, cricket wireless have made my phone their property. they will not unlock it for me so I can use it with other company. every company unlocks their phone so you can switch to someone else. called cricket wireless countless time they say same thing over and over again " our phone is not locked" called Samsung company talked to customer service they said it is cricket that is locking the phone Samsung will never lock their phone. I just lost $600 because I can not use this phone with different carrier. this is theft they should be punishedDesired Settlement: if they will not budge to either give money back or unlock this phone I will contact the lawyer. I did my research by law they have to unlock the phone period. Law suite settlement and I am not the only one that will back me up.

Business

Response:

September 23, 2014

Review: I purchased my plan with Cricket along with a $600 Samsung S4 phone I just finished paying off. Now I am told that, since Cricket is merging with AT&T my cell phone will no longer be useable on the new network starting next March. The phone is in perfect condition and Cricket/At&T will only give me $150 credit towards a new phone. That's less than 25% of what I just finished paying off for it. I purchased their product and their plan in good faith and they should replace my phone with an equal phone that is compatible with their new network or otherwise refund me the cost of the phone I just purchased that is now useless. I was not told at any time during the sale that my phone would no longer work. As Cricket and AT&T are the merging partners, they have an obligation to their customers to ensure that their products and services do not undermine the good faith of their customers. I will cancel my services if Cricket does not resolve this issue. What they are doing to their customers should not be legal.Desired Settlement: I want a replacement phone of equal value that is compatible with the new network or otherwise I want my service fees rebated until the full cost of a new phone of equal value is met. A software upgrade making my Cricket phone compatible with the new network will also suffice.

Business

Response:

September

26, 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: Please let me start by saying I wrote a letter on 9/19/14 detailing this complaint and sent it to the corporate address in Alpharetta, GA found on www.cricketwireless.com. I have not heard a response.Just a few short weeks ago, I was excited to find out that my two-year contract with [redacted] Wireless had ended. I have desired to move over to Cricket Wireless for quite some time now in an effort to reduce my phone bill. I explored my options on your website was quickly interested in your Bring Your Own Device plans. I entered my 15-digit IMEI number on your website that identified my iPhone 4S. Cricket promised that my phone was compatible and ready to start Cricket Service! So I paid for the $40 basic plan and the $10 SIM Card.Upon receiving my SIM card and inserting it into my iPhone, I quickly realized that there was an issue. My device would not accept Crickets SIM Card because, as I later found out, [redacted] restricts its iPhone 4s users from switching domestically from [redacted] to another network like Cricket. This completely contradicts what Cricket promised me when I identified my device on the website.I strongly feel as though I was misled and ripped off by your company. On September 17, I called Cricket Customer Support and found it to be a rather frustrating experience. The telephone agent told me there are no refunds on prepayments. I understand this is the normal rule, but there must be exceptions to almost every rule for extenuating circumstances such as mine. I politely asked to speak with a supervisor. The supervisor was unable to come to the phone, so the agent politely offered to give him/her my telephone number so I could receive a call back. No one ever called me back. 24 hours later, I tried calling Cricket customer service again only to have the automated voice message system unsuccessfully route my call to anyone.I did not use a single minute of the Cricket Wireless service because I was not even able to use my device on your network as your company promised.Desired Settlement: I would like a refund in the amount of $50.85 -- the amount I paid for the service I did not receive.

Business

Response:

October

10, 2014

Revdex.com

Online

Complaint

Re:

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

services. According to Mr. [redacted]’s complaint, he visited our web site to check

if his IPhone from [redacted] was

compatible with Cricket. Mr. [redacted] entered the serial number and received

confirmation that it was compatible with Cricket. Per Mr. [redacted]’s complaint, he

activated service and ordered the SIM card, but when he received it, the phone

would not accept the SIM card. Mr. [redacted] is requesting a refund for $50.85

since he is not able to use the phone.

We

apologize to Mr. [redacted] for any inconvenience or poor service he felt he

received. Cricket strives to provide excellent service and we regret when that

high standard is not met.

There

may have been an error that Mr. [redacted] received from the phone advising him

to contact [redacted] support or the previous carrier. Although a phone may be

compatible with Cricket’s network, some carrier’s may lock and restrict the

phone from being used on another carrier’s network. We advise Mr. [redacted] to

contact the previous carrier, as well as [redacted], for support.

Per

our Terms and Conditions of Service (www.cricketwireless.com/terms), amounts

paid for service charges are non-refundable and account balances are not

transferable, refundable, or redeemable for cash. If an account is suspended or

cancelled, for any reason, any remaining balance will be forfeited.

We

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

addresses his complaint.

Regards,

Corporate

Customer Relations

Greenwood

Village, CO 80111

RC

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.

The resolution presented by Cricket Wireless seems to place the blame with my previous carrier, [redacted], and/or [redacted]. The issue at hand, however, is that Cricket Wireless misled me into believing my phone was compatible and did not provide any warning that there may be issues that would prevent my phone from connecting to the Cricket network. In the future, I would expect Cricket Wireless to display a message on its website advising its customers to check with their current carrier before bringing a device to the Cricket network.

Review: for the last 3 months that I have contacted CRICKET WIRELESS regarding my phone service, and every time I call I GET A DIFFERENT story from someone who is supposed to be their customer service. EVERY TIME THAT I HAVE CALLED WITH A problem I always run into a dead end. My bill is due on the 26th of every month, they take the payment out of my account on the 25th of without fail from my checking account WITHOUT FAIL!!. My complaint with them is and has always been my hi speed internet service, WHICH I HAVE BEEN TOLD ON A REGULAR BASIS!!!!!! that regardless of when they take my payment my hi speed internet does not regenerate until the 27th of the month, at 12:32 A.M on 9/27/2014 my hi speed internet was not regenerated and was informed that they would not regenerate it until the automated system was ready. I work hard for my money they take it freely and not only myself but EVERY CUSTOMER that has an automatic withdraw from their account has to endure the same treatment. The supposed customer service that I told the supposed customer service rep that I wanted my internet service restored fully or I was going to contact the Revdex.com, I was told that it wasn't going to happen until the automated system was ready to do it, I told him that I wanted his supervisor and he told me that he would get his supervisor and was told that MY SUPERVISOR WILL TELL YOU THE SAME THING. I had a few choice words to say and that is why I am contacting the Revdex.comDesired Settlement: AT LEAST 1 FULL MONTH COMPENSATION but was told that it wouldn't happen either

Business

Response:

October

13, 2014

Revdex.com

Online

Complaint

Re:

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

services. According to Mr. [redacted]’s complaint, he has been experiencing reduced

speed with this full speed data access on this phone for the last three months.

According to Mr. [redacted]’s complaint, he contacted Cricket’s customer service

department on several occasions and the issue has not been resolved. Mr. [redacted]

was told that his full speed access is restored on the 27th of every

month. Mr. [redacted] requested for his full speed data access to be restored, but

the customer service representative told him that this is an automatic system

process and it could not be manually done. Mr. [redacted] is requesting a full

month of compensation to be credited on this account.

We

apologize to Mr. [redacted] for any inconvenience or poor service he felt he

received. Cricket strives to provide excellent service and we regret when that

high standard is not met.

We continuously

measure data usage to determine if total usage, as aggregated over the monthly

service period, exceeds the amount of high speed data access for the rate

plan. If customers run out of high speed data access during any monthly

service period, they will still be able to use the data service, but data

access speeds will be reduced to a maximum 128 kbps until the end of the monthly

service period. Once the next month of service begins, high speed data

access will reset and Mr. [redacted] will once again have access to download speeds

up to 4 Mbps on our 4G HSPA+ service or up to 8 Mbps with our LTE service.

Cricket’s mobile data has always been sold with a

specific amount of full-speed data access and unlimited reduced-speed data

access. Some applications like email or basic

web browsing do not require a substantial amount of speed to function

optimally, while other activities like transferring large data files can be performed

faster with higher-speed services. The actual data speeds that customers experience will

vary depending on a number of factors, including the type of device being used,

available network technology (e.g., 2G, 3G, 4G, 4G LTE), the websites or applications

customers are accessing, the time of day, network congestion, and other factors

in the transmission path from the device to the Internet endpoint that customers

are accessing. Customers may also experience slower network speeds if a cell

tower or area is experiencing more data usage than normal, which overburdens

that tower or area. Coverage limitations may also affect the actual network

speed, and coverage can be affected by terrain, weather, foliage, buildings,

indoor use, signal strength, customer equipment and other factors. We advise Mr.

[redacted] to consider using his Cricket Wi-Fi app to connect to Wi-Fi hotspots since

this access does not count against his full-speed limit allowance.

Our system shows

that Mr. [redacted] has been using all of the full speed allowance on this plan the

last three months. If Mr. [redacted] is experiencing slow speeds at the beginning of

each bill cycle, it is possible this might be an issue with the phone and not

the network. Unfortunately, we are unable to provide a month of credit since

this is not a network related issue.

We

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

addresses his complaint.

Regards,

Corporate

Customer Relations

Greenwood

Village, CO 80111

Consumer

Response:

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

Ok let me make this PERFECTLY CLEAR!!!!!!!

Review: I went to the Cricket location on October 1, 2014 to exchange my phone. When I left the HTC phone and got the ZTE phone, I assumed that all of my info would be factory reset by one of the employees there. [redacted] the store manager is the one who did the exchange and I left the HTC phone with her. The VERY next day I started getting emails, phone calls, and text messages from people saying that some posting nude pics of me on FB. Then my [redacted] + was compromised and someone changed my [redacted] + account profile pic to a nude picture as well. Initially I thought someone had hacked my account, but on October 2,2014 I got an email from [redacted] saying that someone accessed my [redacted] account at 6:20pm from a HTC and that's the phone I left at the Cricket [redacted] s store located at [redacted] that day before all these issues started happening to my private accounts. A few days later I get an email saying that [redacted] wants you to join her [redacted] page. I have NEVER created a [redacted] account and the person who did it used my person email address and photos that were in my phone to create this [redacted] account and then sent my people in my personal contact list [redacted] request... even sent businesses an invite to join this fake account. Someone at that store was playing around with my phone and that was a violation of my personal information and need to be punished for their actions.Desired Settlement: I want those involved terminated from their position.

Consumer

Response:

I would like charges filed against whomever is responsible for posting my personal information on social media sites and making a fake [redacted] acount using my pic and email information.

Business

Response:

November 4, 2014

Review: I forget when I join the plan, I just remember few months ready, just this month they show me I use a lot of data use ,,I just copy one to show you , you can check from them you can see more like that,( 10/01/201401:12:38DATA1695.24mb )I called them and talk to them ready, they just said computer show it, it is right, I said the data base is wrong, my call history is not like that, only this happy that with in few days,,I talk to them I need data useage CR back to my account, I said they should just count me use about 1 GB it is fine...( I just want 2 GB data CR back )Desired Settlement: ( I just want get 2 GB data back )

Business

Response:

October 27, 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 data usage. In his complaint, Mr. [redacted] states that the system shows he is using a lot data. He states that the data base is wrong. Mr. [redacted] is requesting his 2 GB of data back.

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

Cricket’s mobile data has always been sold with a specific amount of full-speed data access and unlimited reduced-speed data access. Some applications like email or basic web browsing do not require a substantial amount of speed to function optimally, while other activities like transferring large data files can be performed faster with higher-speed services. The actual data speeds that customers experience will vary depending on a number of factors, including the type of device being used, available network technology (e.g., 2G, 3G, 4G, 4G LTE), the websites or applications customers are accessing, the time of day, network congestion, and other factors in the transmission path from the device to the Internet endpoint that customers are accessing. Customers may also experience slower network speeds if a cell tower or area is experiencing more data usage than normal, which overburdens that tower or area. Coverage limitations may also affect the actual network speed, and coverage can be affected by terrain, weather, foliage, buildings, indoor use, signal strength, customer equipment and other factors.

In addition, we continuously measure data usage to determine if total usage, as aggregated over the monthly service period, exceeds the amount of high speed data access for the rate plan. We advise Mr. [redacted] to consider using his Cricket Wi-Fi app to connect to Wi-Fi hotspots since this access does not count against his full-speed limit allowance.

After reviewing Mr. [redacted]’s account, our records indicate that we are measuring his data usage correctly.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

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

Regards,