Cricket Communications Inc

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

Business

Response:

June 18, 2013

Review: I 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 went in on 11/21/14 to the corporate cricket store, located on [redacted] Greensboro, NC. To purchase a Nokia 1320 for a present to my 16 year old daughter. There rep told me if I got the Nokia 1320, and give them the ZTE I'd get a $75 credit towards the purchase. It would bring the phone down from $199 to $125. However the same day my daughter notice the phone was fast & battery Great, but the volume was fading and the speakerphone volume seemed rather low. I went back in tonight Nov.26,2014 at same store and was telling the rep the issues, who stated from the beginning that it was standard for that phone to sound like that. He hadn't even checked it yet. This made me concerned. Next he asked me can he factory reset the phone. I agreed, then I also told him the drop box was not present like the one on their display. So he said he didn't how to do that. So he called someone on the phone and the other rep sitting beside him begin to try to fix that. I said I hope this phone wasn't refurbished. The lady rep showed she was agitated and raised her voice at me and said every time you come, you say that. I do not but I wasn't up for arguing with her. Then he said you can call the insurance people and file a claim because we can't give you another phone, my manager also said she can waive the $25 restocking fee. I explained it haven't been 7 days, yet. The lady rep stated that we can't give you another phone. I went out to the car because my daughter left out the store. She told me she did't like the way they were treating me. She told me to get the money back and let's go elsewhere. I told them that I wanted a refund. The lady rep now states our manager said she will give you another phone. I was upset with all of the confusion & conflicting information. I said ok ,because it was 7:55 pm and closing in 5 minutes. After he gave me the exchange phone. The battery was half charged immediately when he handed it to me and the phone was hot on the screen by the time we got home.I was hurt.Desired Settlement: I want a refund of my $133.52 "I paid" with my master-card. Also a $75 credit on my account for my ZTE phone they took from me, which was in working status & active. Their policies need to be revised now. ASAP. False advertisement.

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

Business

Response:

June 26, 2014

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

Business

Response:

May 21, 2013

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

Business

Response:

May 31, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

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

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

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

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

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

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

We apologize to Mr. [redacted] for any

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

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

Beginning on March 1, 2013, Cricket began

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

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

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

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

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

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

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

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

The $1 Administrative Fee is applied per

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

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

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

certain network facilities and services we purchase from them. The

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

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

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

This fee helps Cricket maintain the network

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

unexpected and please note that most carriers charge regulatory recovery and

administrative fees.

Mr. [redacted] is receiving a $5.00 Automatic

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

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

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

On May 16, 2013 a courtesy credit for $2.00

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

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

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

additional inquiries about the fees that are associated with his Cricket

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

Cricket values Mr.

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

complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

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

Business

Response:

May 20, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding SMS issues with her device. In her

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

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

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

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

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

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

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

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

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

requests technical support or a replacement phone.

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

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

and we regret when that high standard is not met.

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

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

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

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

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

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

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

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

can be filed.

We thank Ms. [redacted] for her communication

and we trust that this explanation resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

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

Regards,

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

Business

Response:

May 29, 2013

Review: 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: 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