Cricket Communications Inc

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: I have two cricket accounts I went to mycricket.com to make a bridge payment on 19th for both phone lines one of my lines took the bridge payment just fine and then I tried to pay my line and it a error message saying my payment did not go through so I checked my bank account and there was in fact a hold for the money so I called cricket and they told me to call their payment specialist at [redacted] the person there told me that it hadn't gone through and that the system would return my money to my bank account and to try again the next day so yesterday I tried again and it did the same thing so I called cricket and asked for a supervisor and told them what was going on and that my payment was due by 6pm to stop disconnect the supervisor told me that it was a system error on my account and that they would need 24 hrs and they would get back to and the supervisor guaranteed me that my service would not be turned off and that she herself would check it through out the night to make sure it was still on when I woke up this morning my phone had been turned off and I missed very important business calls due to their broken promisesDesired Settlement: I lost clients and delt with this issue for 3 days I want all of novembers bill credited for my full balance if they cant stand up to their promises they need to make it right

Business

Response:

December 2, 2013

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 called cricket to unlock my phone and the only answer that I received from three different people was that is not possible to unlock the phone if I not keep the service for long time.this is the main reason of my complaint in order to get help to unlock my phone to be able to use it at a foreign country.I paid the full cost of the phone, more than $500 in front the first day. And also I paid around $150 in front for only 3 weeks of phone service, sadly I had to cancel the service and transfer the line to an international service at a different company in order to avoid roaming service costs.I purchased an iPhone 5c device with service through cricket on Nov 15.2013 with the intention to keep using it for long time, but then I received a family member's call from a foreign country that something critical happened to my mom, so I have to left USA in less than 7 days, and now I have to stay leaving in a foreign country, for at least 1-2 years.Because of this unpredictable situation I had to cancel the phone service, and I purchased a SIM card here in this country, but when I was setting up the phone the phone pop up a message screen saying that the phone is locked and needs to be unlock to be able to use it.Now, I am in need to use this expensive iPhone device that I already paid in full in a different country, this is why I am looking for your help to make this possible.if is necessary to send any document that probe that I am outside of the USA and that I am facing this critical situation, like my VISA, pictures. etc. I will be willing to send.ThanksDesired Settlement: please, unlock my iPhone, that is all I am looking for.

Business

Response:

January 28, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: unknown

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states he called Cricket to have his iPhone unlocked, but was told that it was not possible. Mr. [redacted] had to cancel his service with Cricket and move out of the country due to an unexpected family emergency. Mr. [redacted] is requesting that Cricket unlock his iPhone for use internationally.

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.

Devices sold by Cricket, including iPhones, are configured to operate on the Cricket network within the United States. Cricket cannot guarantee functionality on any other network, domestically or internationally.

Cricket customers who have had six consecutive months of service on Cricket’s network will be able to request to unlock their iPhone for international use. Regrettably, we are unable to unlock Mr. [redacted]’s iPhone for international use.

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.

they have a rule of six consecutive months of service??????? they never told me about it and at the same time it doesn't have any sense with my situation, I am not a person that is still in USA in order to be able to activate a cricket phone service again. I AM OUTSIDE OF THE UNITED STATES AND I CANNOT GET YOUR SERVICE BACK, I WOULD LIKE TO CONTINUE WITH THE SERVICE BUT I CAN'T, NOW I AM A CITIZEN OF USA LEAVING PROVISIONALLY IN A FOREIGN COUNTRY.

I paid in front the total cost of the phone through a financial agency that cricket itself make me to use in order to have the phone, now I am paying a monthly charge and financial interest to pay for this phone, if cricket wont want to help me unlock the iphone because of a rule that they never told me about it from the beginning, in this case, I want to have a refund of my money that I been paying for this device independently of any phone service and I prefer to return this device to cricket.

Review: they took money from 2 of my bank accounts 3 months after I paid and it caused me to be over drawn on both accounts they offered to fix it but it has been a week and nothing was done when they finally did something it was not for the amount agreed on I am not happy about thing and want it fixed they refused to put me thru to a supervisor and out of the 8 calls they lied telling me one could helpDesired Settlement: I want full reimbursement of all money paid to them they have caused me to be over drawn by waiting 3 months to pull out payments and have caused me to be over drawn and causing me to not be able to pay other bils

Business

Response:

February 5, 2014

Review: I called customer service multiply times all the say is I will receive a call from a technician I wait for a call from a man name [redacted] he claims he calls never receive a call from him when I call them to see updates I get forwarded to a voicemail with [redacted]'s name saying he's not in office he refuses to answer my calls his number is [redacted] I told them call me after 430pm the only called once at 1030 am the issue has been going on since I had started service and now I can't now get through to any customer service repDesired Settlement: All I want is to get my service fixed and get the service I paid for and for [redacted] to do his job like he's paid to do so

Business

Response:

February 28, 2014

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: 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 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: 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: 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: this company overcharged my ex-wifes card after I changed auto payment in november when we split our phones. they continued to bill me after we split phones for two lines on my account without notifying us. the company charged me for two lines for the month and also charged for the second line on a seperate account. months later uppon finding the problem of charging the wrong credit card account and 6-8 hours of horrible customer service later I am told that there is nothing they can do and if I don't pay them they will persue my credit for the money. They think saying im sory is a solution to a problem and when I ask how this is going to be dealt with they give me more phone numbers and people to talk to which give me the same run around and give the phone number for crickets regular service looping me back to them. In frustration and necessity for my children I have paid them the money they have overbilled me but this business practice is disgusting and unethical. I will be changing cariers as soon as this moths service is used up this company should not be allowed to operate.Desired Settlement: 56.75 overcharge for a line of service that was paid twice.

Business

Response:

April 23, 2014

Review: [redacted] and I had two lines of service and upgraded to the upto 5 smartphone lines for $100.00 a month. I bought 3 new phones to get the promotional offer and upgraded [redacted]s phone as required. I had to pay $159.51 that day for the 3 new lines and was told by the salesman that would be credited back on the next month bill which would be April 23, 2014. After the upgrade the salesman told me the credit would actually be less for $136.??. I received a bill April 21 for $108.?? due April 23. When I contacted Cricket by phone I could not understand what the rep. was saying and told her I would go to a store. At the store the salesperson told me my credit was used and explained 5 phones at $50 each equals $250.00 and my bill was only $100.00 so my credit was applied. The reps and sales people refuse to listen that the credit WAS NOT used its not possible because this would be the first bill yet I have a balance. There should not have been a payment for April with a credit balance into Mays bill. I should not have had to make a full payment of $108.?? until June 2014.Desired Settlement: I would like a refund not a credit for the $159.51 for the 3 lines I paid for that I failed to get a credit for and they failed to listen to. If it is their policy to only give credit then I will take that for $159.51.

Business

Response:

May 7, 2014

Review: I bought 2 brand new $100 dollar phones and after 7 years of service they want to say they cannot help me because I moved. I was transferred around for over an hour and no one helped me. My phones still do not work and they took my money for the service. I asked for a manager and the person hung up on me.Desired Settlement: $200 for the new phones that are under 1 month old at this time$100 for monthly service that is unused$500 for inconvenience and replacement phones and new service.

Business

Response:

April 2, 2014

Review: On Saturday, May 10, 2014 I purchased a new computer. After setting all of my security features on the computer I inserted my wireless internet module into the computer and the Cricket module extracted a copy of my entire computer c drive and all of the contents. It also changed features on my computer and I was no longer able to access certain applications. Somehow my computer was hacked through the Cricket Communications module. I changed the telephone number associated with my cricket account however, the company should be able to access my information using my name and address.Desired Settlement: PLEASE CHECK THE STATUS OF THE SITUATION AND ADVISE, NOT A SECURE INTERNET CONNECTION

Business

Response:

May 28, 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 a new computer on May 10, 2014. After setting all of her security features on the computer, she inserted her Cricket wireless internet modem into the computer and the modem extracted a copy of her computer’s C Drive contents. She states the modem changed features on her computer and she could no longer access certain applications. Ms. [redacted] feels that her computer was hacked through the Cricket modem.

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.

Cricket takes the security of our mobile broadband devices very seriously. For this reason we encrypt our connections. Please know that our mobile broadband devices do not have the capacity to store the contents of a hard drive. Some of our modems accept a removable SD memory card up to 8GB to use for storage. 8GB will not hold the operating system by itself, let alone the entire contents of a hard drive. This SD card would have been inserted by the customer as our devices do not come with this.

We recommend Ms. [redacted] return to the retailer where her computer was purchased, as they may be able to assist her in troubleshooting the issues she is experiencing.

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

Review: I lost my card some time in feb/2014 called cricket to cancel the service on the phone that I lost.the agent on phone told me that we could place the service on hold for you and you could go to one of the cricket stores to buy new phone and we will take $50.00 off the phone price and you will have till april 15th of 2014.mean while I was useing the second phone that I have with cricket and I was paying for that service only.in april I called again to cancel service on lost phone and I was told again no worry we will extend the offer till 05/15/14 .so today I called one day before the offer ends to cancel service and again they trying to offer another deal told the agent sorry ill pass just cancel service then I was told since its two days after the bill cycled you will need to pay the full payment for 2 phone $113.95 .told the agent that I called twice to cancel service and your company kept on asking me to try the offer and no worry .but he said its company policey and I will need to pay the full bal since im calling 2 days after bill came outDesired Settlement: cancel the service on phone ending with [redacted] and keep service ending with [redacted] and to be charged for the second line

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 Cricket service. In her complaint, Ms. [redacted] states she called Cricket in February 2014 to cancel the service for one of her lines because she lost the phone. The representative offered a $50.00 discount on a new phone purchase at a Cricket store and put the service on hold. The representative stated she had until April 15, 2014 to redeem this offer. Ms. [redacted] states she called again to cancel and the offer was extended until May 15, 2014. Ms. [redacted] states she called Cricket on May 14, 2014 to cancel the line. She declined any offers to keep the line suspended but when she asked to disconnect the line she was told that because it was two days after her bill cycle, she would be required to pay the full bill amount of $113.95. Ms. [redacted] is requesting to disconnect her second phone line and to only be charged for her existing line of service.

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 are unable to execute account changes via written request, as it is required for our customers to verify their Account ID (AID) for security purposes. Ms. [redacted] can visit a corporate owned Cricket store or call [redacted] to complete any account changes.

Please note, we have forwarded Ms. [redacted]’s feedback about her customer service experience to the appropriate department for follow up and review.

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

Review: Hi Brought iphone 5 from third party and check item# and everything came back good to use so I go to cricket on (may 25 2014 102 pm). at [redacted] phone [redacted] and have my phone activated and the charge me $25 for activation fee and $50 for first month fee and$9.99 for nano sim fee and I left store think my phone was going to work but it been 5 days and phone still not working and all cricket can say is trade phone in I have $600 phone which is iphone 5 and they wont me to lose out and get less for my phone iphone 5 is apple new phone till iphone6 come out so why would I lose money on a not good trade offer just wont my money back not loss my activation fees I wont my whole amount back.which is $88.05 being that the service never worked for me still without service on may 30 2014 thanks [redacted]Desired Settlement: I will take a iphone 5 for iphone 5 but nothing less even trade they they know before that they could not activate so why hold my money upfull refund or even trade

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 [redacted] 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 [redacted], 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

6380 S. Fiddlers Green Circle, Suite. 900

Greenwood Village, CO 80111

Review: I bought a Samsung Cricket phone months and months ago, and I had it active for 4-6 months. I let it lapse for two months. I reactivated it because I was waiting job interview calls. However, the day I reactivated it - it would not work. I spoke with 2 or 3 people that day and none of them could get it to work. My card was charged that day. They put in a support ticket and said someone would get back with me. HOWEVER, I could not go without a phone or I wouldn't get calls on the job interview. So, I had to buy another phone. I didn't buy Cricket, because I was scared it wouldn't work like the other one. Tech support finally called me back OVER 24 hours later and they got it to work, but it was too late. I explained to him and the previous support people that I couldn't wait for them to figure it out and had to have an active phone. I told the support tech that I didn't want the phone still and I still just wanted a refund of the service (not the phone). He said it was over 24 hours and so I probably couldn't get a refund - it was over 24 hours because that's how long it took them to call me back!!!! I don't need this phone - that was evidenced the first night they couldn't get it working and I had to buy an alternative service. I've asked over and over in chats, emails, and phone calls for them to turn the service off and give me my money back, but they won't. They responded to a refund request and said "Your Refund request for $38.59 has been denied. Account still active. Please resubmit once service is disconnected." They're blaming the fact that THEY haven't turned off the phone and it's active for why they can't refund. I have asked so many time to turn it off, but they won't. Now, in my last conversation, I was told even if they did turn it off they still wouldn't refund it.Desired Settlement: Refund the service. I am not using it and will not use it. It was broken for 24 hours after my purchase and they STILL wouldn't accept my request to turn it off and refund.

Business

Response:

June 18, 2014

Review: I went yesterday to Cellular & Paging located in Dinuba CA. Went in yesterday to go see how much they would charge me to fix my power button in my iphone & the owner of the store opened my phone to see what was wrong with my phone. Then he ened up telling me if I had ever had a problem with my phone cause he said that my screen imagine didnt want to show. &you when I took it in everything was working perfectly fine. Now he doesnt want to fix my screen cause he said that he didnt do nothing to it causr they want me to pay it out of my pocket. Since they didnt want to fix the mistake they caused to my phone they sent me to another wireless store.Desired Settlement: I went yesterday to Cellular & Paging located in Dinuba CA. Went in yesterday to go see how much they would charge me to fix my power button in my iphone & the owner of the store opened my phone to see what was wrong with my phone. Then he ened up telling me if I had ever had a problem with my phone cause he said that my screen imagine didnt want to show. &you when I took it in everything was working perfectly fine. Now he doesnt want to fix my screen cause he said that he didnt do n

Business

Response:

June 18, 2014

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