Cricket Communications Inc

Review: I bought a new Cricket phone at Walmart and I tried to activate it and I couldn't so I called customer service, then they transfer me back and forward for about 45 minutes and finally I talked to some body that guide my to the activation process. After I did everything was done I received an email staying that I have to wait 72 hours for the activation due to the fact that I requested transfer of my actual phone number which I did. After that 72 hours I called them again and they told me that no information about my order was showing in their system. I gave them my order number and then they told me that their system cancelled the number transfer. I was on the line with customer service for about 3 hours. Then I told them that I wanted a credit due to the fact that they want me to start all over again and that I had to pay my current service with another company to keep my cell phone working and they told that they do not give credit for cancellations even do I never have an active phone o account with them, they never activated my service and anyways they wanted to keep my money for a service that I never had. I am an Army disable Veteran and for me every penny counts and my question again is why do I have to pay for a service that I never had and been their fault. Thanks in advance for your help.Desired Settlement: I just want my money back.

Business

Response:

November 24, 2014Revdex.com

Review: First let me explain that I am a single mother to a small child as well as a full time student for the past three years. I do not receive child support and my sole income is my student aid. Due to this fact, I am in the habit of paying online, to each company I use, money that will carry me through until I am due to receive my next aid. I had the lifeline plan and originally my monthly bill was 36.00, but because of a mistake either on Crickets side or Lifeline, my $10 discount was cancelled, leaving me with a new monthly pre-paid balance of $45.00. On January 22, 2014, I paid online with my [redacted] bank card, $252.00 to Cricket. This would have paid my bills through August, until the bill went up to $45.00 (which of course would have shorted me a month or two, but no big deal). Yesterday, on April 4th, 2014, because of bad service both from customer service agents and the phone itself, I called in to Cricket to cancel my service as well as inquire as to when I would be receiving the $114.00 credit still left in my account. I was told that they would cancel my service but that they would not send MY MONEY back to me. When I asked the agent WHY? he could not give me an answer. He admitted that it was my money and I had no contract with the company but could not give me an answer as to why I would not get money back that I had put on the account for future bill usage that I was not going to use. Due to bad service on the phone, after having quite a lengthy conversation to no avail, I lost signal. I then called back and spoke to another gentlemen in the cancellation department and explained my conversation with the previous agent. He looked up my account and told me the same thing, that they could not give me my money back. I asked to speak to a supervisor and was put on hold. During my hold time, I again lost signal and was disconnected. After that I tried continuously for at least 2 hours to get through but their automated service kept telling me that there were no agents available. I may be drawing conclusions, but since that had never happened in the past, I found it a little strange. I attempted to call the Revdex.com, but just my luck, it was after hours (I will be following through on Monday). I decided to call a local Cricket store and explained the situation to a salesman on the phone. He then gave me the number to the corporate office in [redacted]. I called that store and spoke to a gentleman named [redacted]. I explained the situation to him and he told me that I needed to cancel service and then they could put a request in for a refund. He also told me that if I was unable to get through to Cricket via [redacted] that I would need to come into the store and cancel my service and then the request for a refund could be submitted. I asked him if he believed that I would then get my money back and he said yes. I explained to him that I had to take the bus with my 4 year old to the store and I did not want to do so if it was in vain. He said no, I am looking at your account right now and I see no reason why you shouldnt get your money back. SOOOOO I went to the store and requested to speak to [redacted] so that I didnt have to go through the trouble of explaining the situation to yet another person. However when I got there, I was informed that [redacted] was busy and that it was going to take a while, so the manager, [redacted] assisted me. I once again explained the situation to him and he told me that he would put the request in but if they already told me on the phone that I would not get my money, then I probably would not get my money. [redacted] was friendly and helpful but did not tell me what I wanted to hear. I am outraged and in disbelief over this situation. It has been time consuming and frustrating, to say the least. I had no contract with these people and as far as I am concerned, this is outright theft!!! Why would somebody keep money from anyone for bills they do not owe or will not owe in the future? Not only that, but I have had the service since 2011 and have NEVER been late with a payment! I dont know the legalities of the matter, but I do know that MORALLY their behavior is disgusting.Disclaimer: This complaint was submitted by [redacted] on 04/05/2014 at IP address [redacted] using our Cricket Wireless complaint form. This opinions contained in this Cricket Wireless customer review titled, I am literally being stolen from by Cricket Wireless do not reflect the opinions of this website.Desired Settlement: I just want my money given back to me.

Business

Response:

April 18, 2014

Review: I needed aneconomical phone to take advantage of an offer that was sent by cricket. Iwent to a cricket wireless at [redacted]Nashville TN 37214.There were two phones on sale for $29.95 in the display case.I had trouble with the phone by the very next day.I had to go back to the store about 3 times to get it programmed becuase there wer no instructions.That was okay.Suddenly the phone started to get so hot,even when it was sitting being charged, which was constantly.I could not make a phone call for 20 minutes without totally draing the battery.The young lady in the store told me I had bought a"flash phone".To me,flash phone,just means a piece of junk that they should not have been selling.The phone screen constantly jumped around and I could not make a decent call in or out or receive messges. There were error codes locking the whole system up.I was really offendedby the personnel in the store when a young lady started screaming at me on the phone. The heat of the phone scared me and I could not go back to the store. The 800 cr referred me backto the store and lied to me.I had no choice bu buy another phone. I went to Walmart and bought a Samsung Comment 2. It works great.I'm out money that I really need.I'm disabled and in a wheelchair most of the time and I on a fixed income.Desired Settlement: I feel that I should not have had to spend an additional $39.95 and tax for a working phone, when I had bought one about 5 weeks earlier. The battery was just as old as the phone.

Business

Response:

November 7, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding a Cricket phone. In her complaint, Ms. [redacted] states that she purchased a phone at a Cricket store and began to experience issues with it immediately. The phone became extremely hot and the screen started to malfunction. When Ms. [redacted] attempted to return the phone, she was treated rudely. Ms. [redacted] had to purchase a different phone from [redacted] due to this inconvenience and feels that this was poor customer service.

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

Ms. [redacted]’s feedback has been forwarded to an Operations Manager in her area for review and any coaching opportunities for that store location. Due to the inconvenience that she experienced, we have applied a $35.00 courtesy credit to Ms. [redacted]’s account. If she has any additional questions or concerns, she may contact Cricket at ###-###-####.

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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: THE WORST CUSTOMER SERVICE THAT I HAVE EVER ENCOUNTERED. THEY NEVER SENT ME AN ORDER CONFIRMATION. THEY COULD NEVER PROVIDE ME A TRACKING# OVER THE PHONE. ONE REP LIED THAT I WAS GOING TO GET MY NEW PHONE BUT DID NOT GET IT. BOTH ORDERS GOT CANCELLED WHEN I ONLY AUTHORIZED TO HAVE ONE ORDER TO BE CANCELLED. THEY MAKE IT SOO HARD TO PLACE AND RECEIVE AN ORDER, AND THEY LIE TREMENDOUSLY.Desired Settlement: I JUST WANT MY PHONE. THEY TOOK MY $$, AND I NEED THEM TO SEND ME MY PHONE. BUT I WOULD ALSO LIKE TO HAVE THEM REFUND MY OTHER ORDER SINCE THEY HAVE ALREADY CANCELLED IT AUTOMATICALLY.

Business

Response:

June 24, 2014

Review: I purchased a phone and later on in that same day I took a friend whom purchased the same one . there was a 25.00 discount card on next months billing. I was told it would be 45 days for the discount card to activate. 60 days later there still saying I have to pay full bill .even after I was supposed to recieve an additional 10.00 discount for phone locking and being reset after I lost all my information and phone numbers pertaing to jobs and businesses and family which are mostly in various states which take some time to get I would of had no problem paying the 51.00 but after the discount and 10.00 discount it would of been 16.00 .I was told at the the store the manager still hadnt did the friend discount and in other words pay the bill . if I knew it was going to be like this I never would of payed over 100.00 dollars for this phone that constantly messes up .Desired Settlement: either discount of 35.00 deducted from my bill leaving 16.00 to pay or full refund for all the trouble ive had since I bought this phone which I really need and is a neccessity whether I get one here or somewhere else.thak you I hope you can help.

Business

Response:

April 22nd, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted], regarding a billing issue. In his complaint,

Mr. [redacted] states that he and a friend of his started service with Cricket on

February 19th, 2013. Mr. [redacted] states that he would be receiving a

$25.00 discount for the referral of his friend to Cricket after 45 days of

service. Mr. [redacted] also states that he was supposed to receive an additional

$10.00 credit after his device was locked and all of his contact information

was lost. Mr. [redacted] states that it has been over 60 days and his bill still does

not reflect the $25.00 referral credit. Mr. [redacted] is requesting a $35.00 credit

towards his bill.

We apologize to Mr. [redacted] for any

inconvenience or poor service he felt he received.

Our records indicate that MDN [redacted],

for which Mr. [redacted] referred to Cricket, has been active for 60 days. A credit

of $25.00 has been applied to Mr. [redacted]’s account as of April 22nd,

2013. A courtesy credit of $10.00 was applied to Mr. [redacted]’s account on April 15th,

2013 for the time he was without service. We attempted to contact Mr. [redacted]

regarding this matter but we were unable to leave a voicemail.

We thank Mr. [redacted] for his communication and

we trust that this action resolves his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: My wife and I tried to sign up for two phone lines through the local Cricket store. We were vringing our phone numbers from our previous provider with us. There was an error made by the associate that helped us which resulted in the number not porting over form the previous carrier, and subsequently not being able to get my wife's line started- leaving her with no cell service. I have spent well over an hour trying to work with Cricket over the phone and several hours and nultiple trips into the store. My number has till not ported over, and my wife still has no service. We have been given incorrect information multiple times and been lide to by the store staff (including being told we could return the phone and receive a full refund for everything if there were issues, but when we asked about doing this after we have had issues, we were told by the same associate that we would still be charged for service that we haven't even had the chance to use and would be charged a re-stocking fee). There has also been a back and forth blame game between the store associates and the coorporate support line with each blaming the other for the issue.After mutiple days, I am still unable to use my new Cricket phone, and my wife is without service.Desired Settlement: I expect my situation to be resolved, and to receive a discount/credit for the extreme inconvenience of the situation.

Business

Response:

November 19, 2014

Revdex.com

Review: hi my name is [redacted] I am disabled and on a fixed income.I am in the lifeline payment program so I was informed that my monthly bill would be $45.40 every month and the cricket company even sent me text messages which I still have. a month or two later I started getting text messages from cricket asking for payments in the amount of 10/1/2013 $47.00,11/1/2013$47.00,12/1/2013 $46.20,1/1/2014 $45.40,2/1/2014 $46.40, 3/1/2014 $45.40,4/1/2014 $46.40 so because i'm on lifeline my bil is suppose to be the same amount every month I have the same plan i've always had I only call, text, and once in awhile use internet which came with my plan and i've tried multiple times to call cricket about my bill and all I get is someone over seas that doesn't speak english well frustrating me so could you please help me thank youDesired Settlement: my bill is $45.40 so if i've been paying $46.20 and $47.00 then I would like to be refunded if i'm owed anything

Business

Response:

April 15, 2014

Review: Cricket's website states you can switch your current phone to another phone for free and keep your phone number, as long as you are not changing plans only phone. That is not the truth, I called Cricket customer service 3 times, to transfer a Samsung Galaxy s3 to a Samsung Galaxy S4 and the online service would not let me, so I called customer care each representative advised me I could do this transaction online, with the exception of one representative who told me it's not possible to switch your phone online because the device has a S.I.M. card. No where on the switch phone site page does it state that if you have a S.I.M. card you cannot switch your phone to another phone for free, as the site states. Instead you half to go to a Cricket corporate store or call Cricket customer service and pay a $15.00 fee. And if you call they will wave the fee 1 time as a courtesy but if with in 6 months you change your device through customer service or Cricket corporate store you half to pay the fee of $15.00. If you go on the website it is supposed to be free to switch your phone. But apparently that is not so, if you have a device with a S.I.M. card you half to pay a $15.00 fee and call customer care or go to corporate store, verses doing it yourself for free on there site.Desired Settlement: The fee of $15.00 be waved due to the false advertisement on the website stating that you can switch your device for free when that is not the case if you have a S.I.M. card and the site does not state that you cannot switch your device for free if you have a S.I.M. card.

Business

Response:

September 23, 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] in regards to a Cricket online promotion. In her complaint, Ms. [redacted] states that there is a Cricket advertisement claiming she can have her current phone replaced with another phone of her choice at no cost. Ms. [redacted] would like the $15 activation fee to be waived siting this advertisement.

After reviewing the current online promotions, we have verified that Cricket does not offer to replace any phones free of charge. Customers migrating to the new Cricket do have the option to bring their own compatible, unlocked GSM device to be activated on the new network, however are still required to purchase a GSM SIM card. Cricket will not be crediting Ms. [redacted] for the device change fees on her CDMA account.

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.

To whom it may concern,

Review: I purchased a phone and wireless service on August 8,2014.8/9/14 returned to store because phone was defective. Told to re-boot, and should no longer be a problem. 8/14/14 returned to store due to same issue. They have a 7 day return policy. I wanted to return or exchange the phone before the 7 day policy expired. They didn't have any in stock, was told to send out to Nokia. Here is my problem. Because I would still be paying for my monthly service, and my phone would be sent out for repair I did not want to be without a phone. They offered me a lender phone. I paid $47.93, and was reassured it would be refunded once I returned the lender phone. I was given until 9/11/14 which would allow ample time for my defective phone to be repaired. I signed an informal contract, essentially promising to return the lender phone, assuring me that this $47.93 would be refunded upon return of lender phone.Today 9/5/14 I went in to return the lender phone only to find out that I WOULD NOT BE REFUNDED the $47.93! The employee has since left the company and the "manager" said she was aware of this transaction and told me that she would not honor the said refund! I told her this was ridiculous that I could have purchased a cheap disposable phone for less than this. Is their any way I can somehow get my refund? I'm so disappointed in the lack/poor of customer service.I have the receipt for this supposed refundable lender fee.Desired Settlement: $47.93

Business

Response:

September

22, 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 a

device lender fee. In her complaint Ms. [redacted] states that she purchased a

phone in August 2014 at a store, but she tried to return it at the store before

the 7 day return policy for device issues. The store did not have the device in

stock, and she was advised to return device to the manufacturer. To avoid being

without a phone, she was offered a loaner phone with a refundable fee of

$47.93. Once Ms. [redacted] received the exchanged phone, she returned the lender

phone and requested the device’s lender fee refund, however, the refund was

denied. Ms. [redacted] is requested the lender fee refund in the amount of $47.93.

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. We will forward Ms. [redacted]’s concern to the local market

for proper training.

However,

please be advised that [redacted] is a Cricket indirect dealer, and

indirect dealers are independent from Cricket Wireless. Cricket Wireless provides guidelines to the

independent dealers for pricing, policy, and procedure, but has limited control

over which guidelines the dealers choose to implement. In addition, Cricket

Wireless does not offer a loaner phone program. For this reason, we are unable

to give Ms. [redacted] a $47.93 refund. Nevertheless, we applied a $15.00 credit

to her account as a one-time courtesy for selecting Cricket’s service.

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.

This offer is unacceptable.

Review: On Sept 11th, I wanted to port m number over to another wireless carrier. To do so I needed my account number and PIN. I was unable to get my PIN because I had not paid for September's service with Cricket. It is a pay as you go plan so if I do not pay my service is disconnected. I tried calling cricket so as to get my PIN reset but they were unable to assist me. I attempted to reset the PIN using my online login but all the features were disabled because I had not made the months payment. The only way to gain access to the PIN was to make a payment of $63.44. With no options left, I made a payment, was able to reset the PIN and I ported my number over to the new company within a few hours. I later stopped by a Cricket store and explained my situation. When I requested a refund for the money I paid, they said they could not refund the money even though I never used the minutes. If anyone had told me this before I would not have ported the number over soon after making the payment.Desired Settlement: Cricket owes me a refund of $63.44. I did not use their service in September and they have kept my money. Please assist

Business

Response:

September 23, 2013

Review: Bought new service with cricket because in their advertisements they say how good their service is, I have had my two lines less then a month and my service goes in and out I have contacted the store and cricket customer service, they send me to the warranty department which I have yet to get.a hold of.Desired Settlement: I want my service provided as I expected.and for them to figure out what the problem is. So I guess new phones and my service up to par so I get what I am paying for

Business

Response:

June 16, 2014

Review: On 10/02/13 I went into the [redacted] Cricket store to add my husband's phone to my account in order to take advantage of their multi-line discount. We were informed by the sales rep [redacted]" that we could get up to four lines for $100 a month so we reactivated my children's two phones because it was such a good deal. On 10/08/13 my automatic payment of $99.65 was deducted from my bank account. On 11/08/13 $145.70 was deducted from my bank account. I called customer support and was promised by [redacted] a $20 credit that day, then future credits of 1)$60 (on 12/08) 2)$40 (each month after). Today my account was incorrectly debited for $129.64 which is still $29 more than I signed up for and doesn't include the $80 ($20 s/b applied on 11/08/13 plus $60 promised to be applied on 12/08/13) credit promised. I called Cricket and spoke with [redacted] who said she could only give a one-time credit of $29.64 and that my payment would be $129.64 beginning in February. She also said that I wasn't even signed up for a family plan until 11/08/13, even though I added a line and activated 2 more on 10/02/13. I asked her to read [redacted]" notes. She said his notes only stated that I was confused about my bill & that he provided an explanation. I asked to file a complaint. She said that they could listen to the phone call recording. I told her to please do listen because [redacted] lied to me. She said that she would report to the "Escalation Department" and that it would be 48 hrs before she would contact me. She said that there was nothing they could do to honor the 4 lines for $100 monthly that I was promised in store and that future bills starting 02/08/13 would be $129.64. I told her that I didn't agree. I've been lied to by Cricket's representatives and am very disappointed in their handling of this matter. Cricket has promised a service of four phone lines for a fee of $100 and has not honored their promiseDesired Settlement: I want Cricket to honor what their employee promised to me on 10/02/13. I want a refund in the amount of $45 for the over-payment on 11/08/13. I want a refund for the amount of $29.64 for the over-payment on 12/08/13. I want my future bills to be in the amount I was promised by the Cricket in-store representative [redacted] and by the online representative [redacted]. Simply put, I want what Cricket promised me on 10/02/13 - Four phone lines for $100 a month.

Business

Response:

December 20, 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 her complaint, Ms. [redacted] states that she added a line to her account on October 2, 2013 to take advantage of Cricket’s multi-line discount. The sales representative informed Ms. [redacted] that they would pay $100.00 a month for four lines of service. She paid $99.65 on October 8, 2013 but on November 8, 2013 a payment of $145.70 was automatically deducted from her bank account. She called customer service to notify them she’d been overcharged and the representative offered to apply a $20.00 credit and promised future credits of $40.00 for December 8, 2013 and $40.00 each month after. Ms. [redacted] states that her account was charged $129.64 on December 8, 2013, which is $29.00 more than the monthly cost she signed up for. The credits promised on November 8, 2013 were not applied. The representative applied a one-time credit for $29.64 and advised Ms. [redacted] that her monthly payment would be $129.64. Ms. [redacted] is requesting that Cricket honor the pricing that was promised to her, a refund in the amount of $45.00 for her over payment on November 8, 2013, a refund in the amount of $29.64 for the over payment on December 8, 2013.

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

Our records show that Ms. [redacted] had three lines of service up until October 8, 2013 when the fourth line of service was added. Previously, she had paid $99.65 for the three lines and after adding the fourth line her monthly bill amount increased to $129.64. Multi-line discounts are applied only to full bill cycles, so the discounts did not apply until after the November 10, 2013 bill cycle. As a result, Ms. [redacted]’s monthly payment on November 8, 2013 reflected a balance of $145.70.

Ms. [redacted] has been billed $125.59 for the upcoming bill due on January 10, 2013. A courtesy credit in the amount of $29.64 was applied on December 8, 2013, which brings her bill to $95.95 for this billing period. We are unable to issue a refund to Ms. [redacted] for $74.64. She was correctly billed for the service charges, we regret that there may have been a miscommunication regarding her billed charges. We have attached a breakdown for the billed charges for each line of service. Please note, if Ms. [redacted] had four basic phone lines the billed charges would be at or around $100.00 per month, but Ms. [redacted] has one smart phone and three basic phones and as a result of this, the billed charges are over $100.00 per month.

Ms. [redacted]’s feedback has been forwarded to the appropriate department manager for additional follow up, review and training.

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

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

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

The pricing that I was promised (four lines for $100.00) by the in-store Cricket employee was not delivered. Neither were the credits promised to me by the Cricket service representative over the phone. I was promised a service for valuable consideration which is considered a legally binding contract. I believe Cricket is legally bound to honor this contract. The audio recording of my conversation in November 2013 with "[redacted]" is proof of his promise to me to credit my account. I am asking Cricket to honor his promise of a total of $80.00 credited to my account. I am also asking for a copy of the recording of our conversation which I consented to. Anything less is unacceptable.

Review: I purchased a brand new zte engage on their website in march 2013. I received the phone broken. After several weeks I received a replacement finally that was very picky with chargers. It only charges sometimes. I called for a replacement I was sent one that would not turn on. I paid another $10 for another replacement it was sent and would not charge. I was ten sent an [redacted] onetouch. I paid $179 for the zte and was told they sent me a comparable model It is not sold anymore so could not find the retail price mine was a 8 megapixel the replacement was only 5. I sent it back and was now told I am stuck with the broken phone because they sent me a replacement and I did not keep it. Cricket says there is nothing they can do and [redacted] will not send me the phone I paid for and sent me a cheap crap phone and now says I will receive nothing. Also since I told them I was filing a complaint my 2 lines that had perfect service no longer have any service in many places were last week they did.Desired Settlement: I want either a refund or my phone the brand new phone I paid $179 for replaced with the exact brand new phone. I am not asking for an upgrade I just want what I paid for.

Business

Response:

Review: I am writing on behalf of myself and thousands of others.Cricket and [redacted] reached a merger agreement.As a result of the agreement [redacted] will be using the cricket brand to replace its [redacted] brand.Since cricket operates on CDMA technology and [redacted] uses GSM technology it was decide that once completed CDMA service will no longer be available in March 2015.As for myself, I purchased a phone valued at $600 (the samsung s4) approximately a few weeks before the official announcement of this system change. Once the system changes in a year my phone will be of no value. Cricket knew of these plans and the effect on the purchasers but made no effort to warn the customers their purchase would be worthless after 1 year. There is now a disclaimer placed on their website which should have been relayed to any person that was looking to purchase an expensive phone as soon as it was known.Cricket has been repeatedly asked what they plan to do for customers like myself and have REFUSED to answer or made lies that they are incapable of fulfilling (such as reps saying they can reprogram phone which can not be done)It is unfair, unethical, and downright deceptive to sell a product for $600 knowing that those consumers would need to spend $600 again in a year just to have the same phone. The only way to get them to do anything credible is to have the agency that monitors these practices come down on them and come down on them hard.[redacted]Desired Settlement: Phone should be reimbursed at retail value or replaced with compatible phone at no cost.I should also note I paid seperately for a 3yr warranty with square trade which would also become null and void on a new phone

Business

Response:

March 24, 2014

Review: I purchased a zte Sonora 4 g brand new in the box from a corporate cricket store. I have been a long time user of cricket wireless and have never had any issues until now. two weeks after buying the phone it crashed. I called corporate and attempted to reconcile the issue but they refused to help me. and no one has called me or emailed me about any of this from cricket. after arguing for two weeks with cricket wireless they finally agreed to look at my phone. during that two weeks I was repeatedly given wrong information and the run around and there was zero accuracy in the service I was receiving. eventually they agreed to replace the phone under a factory warranty and told me it would be a brand new device. after they mailed the phone to the wrong address and I threatened to sue them they finally got the order directed to my house. but the device was refurbished not brand new as I was promised. after calling customer service back and talking to the claims dept I have gotten no were and the best they are offering me for the weeks of services I have paid for and not received is a thirty dollar credit for a half of a free month. when I paid 175 for a phone cricket wireless themselves have inspected and deemed to be factory defective. I have been stolen from by cricket wireless and feel that because they have treated me poorly I should be compensated with a brand-new or upgraded device for the trouble and financial losses I have accrued while being a good faith customer of cricket wireless. their customer service is subpar and they care nothing about you as a customer.Desired Settlement: due to the multiple discrepancies, bald faced lies and misinformation and financial loss I have accrued from being a cricket customer due to their negligence I would like a brand-new phone equal to or greater than the device that was defective and sold to me. this is because a cricket representative told me it that I would be receiving a brand new device and I would also like top be compensated for 2 months of free service due to the ineptitude of their customer service and rudeness.

Business

Response:

October 29, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: N/A

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] in regards to a replacement for his Cricket phone. In his complaint, Mr. [redacted] claims he was told his phone would be replaced with a brand new device, but received a refurbished device. Mr. [redacted] is requesting a free upgrade to a new device and two months of free service.

Mr. [redacted] did not provide any information required to successfully research his warranty information cited in his complaint.

Please note, we offer several warranty exchange options:

•Advanced Exchange: Customers will be shipped a new or reconditioned (like new) replacement device before sending their defective device to the Cricket Returns Center. Customers can choose between 2-day delivery for a $10 shipping fee or next day delivery for a $20 shipping fee. Customers will be charged a security deposit equal to the value of the device ($30 - $600, dependent upon the device). A full refund of the security deposit will be applied to the customer credit card within 5 business days once the customer has returned their defective device to the Cricket Returns Center and if the device meets the warranty exchange return policy requirements. If the device does not meet the warranty exchange requirements - the security deposit will not be refunded and the defective device will be returned to the customer.

•Expedited Post Exchange: Customers must send their defective device to the Cricket Returns Center before they receive a replacement device. If the return is compliant with the warranty exchange policy requirements, a new or reconditioned (like-new) device will be shipped to the customer. Customers can expect to receive the replacement device within 3 business days after shipping the defective device to the Cricket Returns Center. A $20 shipping fee will be charged to customers for this option.

•Standard Post Exchange: Customers must send their defective device to the Cricket returns center before they receive a replacement device. If the returned device is compliant with the warranty exchange policy requirements, a new or reconditioned (like-new) device will be shipped to the customer. Customers can expect to receive the replacement device within 5 business days after shipping the defective device to the Cricket Returns Center. This option is at no cost to the customer.

Cricket does not have an option to replace a phone with a new device under the warranty provided by the manufacturer. If Mr. [redacted] would like a new phone he has the option to purchase one.

Cricket will not be providing two months of free service as requested.

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

Regards,

Corporate Customer Relations

6380 S. Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

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

It appears to me that cricket wireless has not properly reviewed the complaint I filed because they were not able to locate my account because of incomplete information as they allege even though I have provided my cricket wireless phone number which is the only account identifier that cricket customer service was able to provide me during my follow up calls to customer service. I will provide that phone number again as follows : ###-###-#### : my service has been kept current and active with a positive balance kept on the account since it's inception. quite frankly I am a valuable customer and have been a long time user of cricket wireless.

I am not demanding a free upgraded device for no reason. I am demanding that cricket wireless take responcibility for a cell phone device that was sold to me as brand new at full price and was found to be defective when I followed thru the warranty process. I would like a brand new phone in the box because that is what I paid for. And I am demanding two months of free service for the ineptitude of the customer service reps who continually and repeatedly gave me wrong information and whom were very rude

Regards,

Review: a financing by the name of [redacted] approved me for the purchase of an iphone5. totals cost $400 I signed an agreement with [redacted], paid insurance and understood that I agreed to pay 17.00 per month to settle my debt with [redacted]. I lost my phone, filed an insurance claim with insurance company. there is a deductible that I will pay if I can take my I phone to a new wireless provider. after paying my monthly bill my wireless service were shutoff befrore my bill was due. I could not call a live rep from my phone, when I arrived at[redacted] iwas told that I owed [redacted] for my iphone after and I contacted the financing company I was told that my agreement was not finalized by cricket wireless rep. and that [redacted] did not honor my contract. I went back to the CORPORATE cricket store a second time to confirm that my wireless service were shut off due to an emjployees mistake and the manager or or cricket wireless as A WHOLE never attempted to fix there mistake. they also expecT ME TO PAY FOR IT. I WILL NOT MOVE FORWARD WITH CRICKET UNDER ANY CIRCUMSTANCES. I HAVE PAID 17.00 ON THE 12TH TO RESTORE MY SERVICES. THE 17TH WILL BE MY LAST DAY OF SERVICE WITH THIS COMPANY. I WOULD RATE THE CUSTOMER SERVICE FROM CRICKET REP, MANAGER AND THE ENTIRE COMPANY AS HORRIBLE, UNSATISFACTORY AND UNACCEPTABLE.Desired Settlement: I DO NOT NOW NOR DID I EVER OWE CRICKET WIRELESS ANY MONEY.

Business

Response:

March 26, 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 that she financed an iPhone 5 through a company called [redacted]. She signed an agreement to pay $17.00/month for her phone. Ms. [redacted] then lost her phone and filed an insurance claim. After her service was turned off, she called customer service and was told that she needed to pay for her phone in full. Ms. [redacted] was then informed that her finance agreement was not finalized through Cricket, therefore [redacted] would not honor her contract. Ms. [redacted] states that she does not owe Cricket any money and that she has received very poor customer service,

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

According to our records, Ms. [redacted]’s application to finance her phone was completed, however, the approved application was not finalized. Cricket was never paid for the phone that Ms. [redacted] received. The notes on Ms. [redacted]’s account reflect that she was informed about the outstanding balance. The application was never signed and no new agreement was made to pay for the phone, therefore a request was submitted to have the balance collected via Ms. [redacted]’s Cricket bill. Ms. [redacted] will need to visit the Cricket store location where this transaction occurred regarding any payment options or additional concerns.

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

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

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

Regards,

Business

Response:

April 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] regarding Cricket service. In her rejection, Ms. [redacted] states that she financed an iPhone 5 through a company called [redacted]. She signed an agreement to pay $17.00/month for her phone. Ms. [redacted] then lost her phone and filed an insurance claim. After her service was turned off, she called customer service and was told that she needed to pay for her phone in full. Ms. [redacted] was then informed that her finance agreement was not finalized through Cricket, therefore [redacted] would not honor her contract. Ms. [redacted] states that she does not owe Cricket any money and that she has received very poor customer service,

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

Our position on this matter has not changed. According to our records, Ms. [redacted]’s application to finance her phone was completed, however, the approved application was not finalized. Cricket was never paid for the phone that Ms. [redacted] received. The notes on Ms. [redacted]’s account reflect that she was informed about the outstanding balance. The application was never signed and no new agreement was made to pay for the phone, therefore a request was submitted to have the balance collected via Ms. [redacted]’s Cricket bill. In order to resolve this issue, Ms. [redacted] will need to visit the Cricket store location where this transaction occurred regarding any payment options or additional concerns.

We thank Ms. [redacted] for her communication and based on the aforementioned, request that this complaint be closed as resolved.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I hate to say it,but this phone is horrible!!!This is now my third phone of this brand ,I did comply with cricket and they deep jumping back and forth ,with each other,I've only had this phone about 1 month and they refuse to give me an up grade with this phone... All I'm asking for is to be up graded to the next phone,which is only 10.00 more than my phone...If this problem is rectified they will lose a good customer...Hopfully they will see the importance of this matter,because no one wants to lose any good customers,but if they don't take of my problem,they will!!! Thank you Mrs.[redacted]...Desired Settlement: An up grade to the next phone...

Business

Response:

March 24, 2014

Review: My modest debit account was entirely depleted by unauthorized charges made by VESTA CRICKET. Starting on March 26th 2014 up to May 26th 2014 a total of 52 charges of $2.18 each, altogether $113.36 was stolen from my account. A phone number was listed with each charge,###-###-#### OR US. My Google search of that number reveled numerous complaints from other victims of this scam.Desired Settlement: I will be making a formal complaint to my local police and DA. I fully expect that my bank will refund my account once I can convinced them that I was victimized by a scam. Hopefully other complaints will serve to stop this scam.

Business

Response:

June 19, 2014

Review: Cricket keeps charging me an extra fee. Last month there was an extra $5 charge. This month there was an extra $1 charge. There have done this repeatedly. I have called previously and they removed the charge. I have requested to stop charging the charge for the unwanted service, not I didn't request but every couple of months it reappears.I tried calling again but there isn't any way to get a person on the phone. It says to call 1-800-cricket or 611 from your phone but when you do all the option are automated. I called multiple times but couldn't get past the automated service?Desired Settlement: I have two phone line and the bill is supposed to be $65. Please remove and refund the extra charges. Please stop billing me for extra charges. I only want the phone service for $65 for the two phones.

Business

Response:

June 24, 2013

Review: Cricket wireless/Leap wireless International inc. has decided to change their network from CDMA to GSM. This change is a result of AT&T taking over Cricket. All cricket customers who Were on the CDMA network now have to buy new phones that are compatible with their GSM network. I have paid close to $700.00 dollars for my Samsung S4 and in less than nine months Cricket is telling me that I have to spend another $500.00 to buy another Samsung S4. BAD BUISNESS. In my opinion all the customers should be reimbursed their phone expnse or be given a new equivalent phone that will operate on their new system.Desired Settlement: That they give me a phone that is compatible with their new GSM network. I paid close to $700.00 dollars for my phone, and I want the same phone. It is a Samsung S4. I have all my reciepts.

Business

Response:

June 19, 2014