Cricket Communications Inc

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: I purchased two plans for my husband and I from online cricket I verified that my service would work as it required online, when I received the sim cards and tried to activate it it said it was already activated however I can't use my phones i've been calling and calling and getting no where there is no store location for me to go too to get this fixed now my phone numbers are not working and I keep getting the run around with the company.Desired Settlement: I would like to get my money back and my phone numbers that were attached [redacted] and [redacted]. if I can't get my phones to work please help

Business

Response:

July 21, 2014

Review: I have been trying to get a phone number ported to Cricket wireless for over two weeks. My previous carrier [redacted] released the number to Cricket, but they cannot seem to activate the number and haven't given me any reason why. I've already paid them $30 for service and currently cannot make or receive calls from the number. I have been calling them every day for the past several weeks and they keep telling me they "just opened a case" for the issue that day, which is a lie - the initial case was opened weeks ago. They have hung up on me, transferred me to the wrong number repeatedly. I've spent hours and hours on the phone and in-person at a Cricket store in Brunswick Ohio. I am to the point where I need some help getting this issue resolved. Thank you!Desired Settlement: I just want Cricket to activate the number and explain why it took over two weeks, and hours upon hours of phone calls and time spent in the store to get this issue resolved. This has been THE WORST customer service experience in my entire life!

Consumer

Response:

To Whom It May Concern:

This issue appears to have been resolved. The phone just started working yesterday evening. I was told that someone from Cricket would contact me when the issue was resolved but as expected, have not heard from them. Please feel free to close this case.

Thanks you!

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.

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: The company promise rebate if phone was brought did not honor the original agreement turned in all proper paperwork and cimpany did not send rebate and send letter saying rebate was decline mfor no appparent reason.Desired Settlement: I would like and apology from the company for not honoring it partbof the agreement.

Review: Upon purchasing the iPhone 5s model from Cricket store in Milwaukee. The representative never stated upon purchase of IPhone 5s that cricket wireless would merge with AT&T. Found out that they would merge through third party. Then rep stated that I had 18 months or so to upgrade all phones on account from the old GSM network to CDMA network but the iPhone 5 would be able to be switched over to new network and the upgrade would be 10 dollars for sim or chip upgrade. So went to get upgrade chip and found out they could not switch iPhone over. Then told me had to purchase a new iPhone cause old phone was on old gsm network and could not be upgraded. Now my iPhone is not even on the plan with other phones deal 5 phones for 100 dollars. Now the iPhone is being billed separately total bill is up from 100 dollars to 127 dollars. The rep told me that the iPhones would be able to switch over from old network to new network as cricket and AT&T would eventually merge. I feel like the reps are doing deceptive billing practices and not being honest with customers. The rep stated that corporate said iPhones would be able to switch over to new network. And I recieved a call back from a corporate rep or boss stating the same thing. I purchased the phone under the false pretenses and had I known that I could have made a better decision. They made many remedies to accomadate me for mistakes but this one was to big to overlook.Desired Settlement: I feel like they should allow me to switch the phone over. They made the mistake I purchased the iPhone 5s for full price now I have to purchase another one for full price before the old network goes down in 18 months. They should pay for the mistake. I would like for the phone to be able to be returned cause I haven't had it for a year and it is useless on new network. The reps are not giving customers correct information and they receive instruction from corporate. They dropped the ball on it

Business

Response:

October

14, 2014

Revdex.com

Review: I have activated five lines with Cricket's cell phone service through their corporate owned store. Through out our service all the phone lines have had device issues, cell signal issues and slow data and lack of data use(tethering)Because of these issue we have spent a lot of time going back and form to their corporate stores and calling Cricket's customer service phone number only to be told conflicting information as to these issues we are experiencing. Crickets customer service call center is located in the Philippines, which only adds to the confusion and is a major language and cultural barrier that has added to a non-resolution to my service or issues. Spending time in the Cricket corporate store has also led to non-resolution. I have gone as far as to request that a district manager from the Colorado Region contact me so that I can resolve the many issues I have had with the cell phone service and have yet to have any one from the management personal contact me. It appears that from the store level to the customer service number that Cricket's employees have a very limited ability to resolve customer's issues that arise from devices to cell phone service and it is impossible to get in touch with anyone that can resolve issues. For the last two months cell phone ###-###-#### Samsung's Galaxy S3 was defected. I went back and forth to the Corporate store to trouble shoot the device, it took them two months before they would allow us to send the phone in to exchange it. They kept giving us the run around, even though our phones had a year warranty on them. We purchased all of our phones in full through the Cricket Corporate store and each one of them have had issue after issue and that doesn't include the cell phone coverage issues either. This is the only phone that has been exchange and verified defective, now they refuse to give us credits for the time the cell phone had been defective. We are stuck because these cell phones are specifically for Cricket.Desired Settlement: 300.00

Consumer

Response:

My name is [redacted] and I recently filed a complaint against Cricket Wireless concerning coverage and credit issues. For the last two days I was a able to get in touch with [redacted], who is a regional manger for Cricket. [redacted] has been completely professional and has facilitated a more than reasonable solution to my complaints. I'm very satisfied with the outcome he has given me and I no longer feel it to be necessary to pursue this matter any further. I apologize for the inconvenience, I did not realize at the time of writing this complaint that I would be able to resolve this matter with Cricket as quickly as I did, I may have been a little over zealous in writing the complaint to your office, thank you,

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: 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: 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 have a phone that was flashed to cricket. I called cricket 3 weeks ago to change my number. After I changed my phone number, I was unable to use internet. When I called to find out why my internet was not working, I was informed that because I changed the number on flashed phone, my internet would stop working. I asked the manager why the person who changed my number (who was aware that I had a flashed phone) did not inform me that I would internet connection. He gave me no answer. I asked him to re-flash my phone and he said he could not because his machine was not working and that I could come back the next day. I came back the next day and the machine was still not working. I returned several days in a row and every day the machine was still broken. Then I was told to return on Monday. I returned on Monday, the machine was still not fixed. I was told I could leave my phone over night to be flashed in another city and it would be at the visalia store at 11am. I left my phone and had no ways of communication for a whole day. I returned the next day and my phone was NOT at the visalia store. I am still without a phone. I have driven several times from farmersville to visalia and wasted my gas to receive NO help from cricket. My internet is very crucial to my education and my career. I am on a waitlist for a very specific class that I cannot retake next semester. Without my internet I am risking the chance of losing my spot in this class.Desired Settlement: I would like to be credited a months worth of service and a new iphone 5 I had to take a loss because I didn't have my phone so I believe they should too.

Business

Response:

August 12, 2013

Review: I started service with Cricket for wireless internet services the first part of September 2012. They wanted to set up a automatic payment plan but I don't have a bank account or credit card so I needed to pay by cash or money order. They only take cash or money orders at only one of their stores in OKC, I live in Guthrie so I wanted to mail my payment in. Well I sent my payment to the address given to me by Cricket for my October payment and my payment came back, so I had to take it to the only location to take cash in OKC. Cricket reopens my account and doesn't charge me any fees because of their mistake and swears up and down that is the correct address so I send Novembers payment to the same address Cricket keeps giving me, well this payment comes back as well. I send Decembers payment again to same address Crickets keeps assuring me is correct but once again the payment comes back, so back to Cricket I go. Well Cricket in OKC decides to make a call and find out about why the address they have is being returned and come to find out they moved earlier and did not inform Cricket in OKC. Having a new address I send my December payment in with a letter explaining all the problems I'm having making payments to Cricket. I then receive a letter from Cricket stating they don't know what account to apply the money they have received and to call them and leave a message so I did. They asked for some info and I gave them what I had and they couldn't figure out what account to apply the money to and said they would investigate and get back to me and they did one more time to no avail and have refused to return my calls or respond to a letter I sent to Cricket on 3/21/13.Desired Settlement: I have since started service with another company and would like Cricket to return my payment of $35.15 they are holding since I never got December 2012 service which is what the payment was for. I would also like to be reimbursed for the modem I had to buy for $75, to get Crickets service, since they refuse to give me service. They can have the modem back.

Business

Response:

August 8, 2013

Review: I purchased the Cricket month to month service plan back on October 26, 2012 primarily for the advertised service of "Muve Music." It initially was working fine & the way it was advertised but after a few months (not sure exactly when but maybe 2-3 months ago) I started experiencing problems with the music service where I would go to open the APP but it was just continuously have a circle on the screen signaling that it was loading but it would never load & kick me out the program. I call customer service several times, & when one of the reps couldn't help me, they transferred me to a higher department that specialized in technical issues. I left a message but due to me being at work I did not hear my phone when I was called back. At that given time, I had returned the call to the number that was left for me & left a message. Seeing as though the message stated that the rep was out of the office & to contact his colleague, I then gave him a call & also left a message. I do not remember their exact names but I went back & forth between the two numbers to try to get someone but no one has ever returned my call or left a voicemail after the inital call I got. To this day my music program doesn't work still & I have still not received any feedbackDesired Settlement: Since I purchased the phone primarily for the music service, some sort of reimbursement would be nice whether it be money back from a bill or two. But if that is not feasible, then it does not matter because I have already made the decision to switch cellular companies due to Cricket's LACK THEREOF ADEQUATE customer support.

Business

Response:

June 04, 2013

Review: I bought 2 phones the day I signed up for the account. I went back a few days later to add a line. I was told that I could have 5 lines for $100.00 a month. Which a couple of months later they told me no. Then my phone stopped working. A couple of months later. So I sent it of to be replaced. Then my husbands phone did the same thing. So we had to send his phone to be replaced. Which we got back yesterday. My replacement phone stopped working tonight. I want my money back on the phones so we can upgrade to a different phone in the same company. Cricket will not do this. I can only have the phone replaced again. I have paid my bill every month on time and have been able to use all the phones. So I am paying for services I am not receiving. Joy Anne the customer services at cricket wireless said it is a manufacturing malfunction. And still not let me change the phones out. Not even letting me pay the difference between the original phone and the new ones. I have to pay full price. Me and my boyfriend ( I call him my husband)( but we are not legally married) have the same phone. I paid $100.00 for my and "my husband's" phone each. When you pay that much money for phones you expect them to work. When I called the replacement line I was on hold for two hours. A lot of people are having the same problems. I have lost so much time dealing with cricket. When I had to replace my phone the first time, I had just lost my job. And missed a call from a company. So I missed out on a job opportunity. I am still looking for work. So I will now be without a way to employers to contact me for interviews.Desired Settlement: I would like a refund on both mine and " my husband's" phone to purchase new ones at the same company. A better phone with not that many problems. Because the warranty will run out and both phones have already been replaced and mine has to be replaced again. And at least some money back on the months I was paying full price when was not able to use the services.

Business

Response:

July

30, 2014

Revdex.com

Review: Was talked into phone that does not meet my needs it is over priced and does not recieve my email as promised. Customer service does not answer only can speak to machine.Desired Settlement: I would like a refund and go to a carrier who provides customer service in real time

Business

Response:

October 24, 2014

Revdex.com

Review: I've had Cricket for over 5 years. Not a lot of complaints until they did the merger with AT&T.The "Customer Service Representatives," if you want to call them that, are always rude, have very heavy foreign accents that are hard to understand, and always talk in circles. Any question you have will be answered in 10 different ways, by 10 different people. First, I was told I can keep the phone I have when the merger goes through, I was told it was compatible with the network. Then, I can't.Then, I can. Now, I can't. I looked at a phone at the store and was told it had the same features on the phone itself that I have now. I double checked today to make sure, and was told different when I called Cricket.Then, I went to order a different compatible phone on Cricket's website. I also wanted to purchase the new calling plan at the time I activated the phone, it was a package deal. The phone prices are also cheaper online than in the Cricket store. After trying to order online and getting nowhere, I called Cricket and was told online orders are for new customers only.I was given two different numbers to call, which were of no help because I was again told two different stories by two different people. I was finally told by a third rep that I had to switch my calling plan while I was on the phone with her to the calling plan and network to place an order with her. What good does that do me now when the phone I currently have will NOT work on the new network??? So I would be stuck without a phone entirely until I got the phone in the mail...really???The rep then told me if I wanted everything done the same day, I have to drive out of my way to the Cricket store, switch my calling plan to the new network, and purchase a new phone at the store price, not the online price.I also went out of town on a few weeks ago. Cricket has advertised free nationwide roaming in the past, but only to find out they charge $5 a month for 30 minutes of roaming. I'm not happy.Desired Settlement: Very poor treatment by Cricket, this is not how you're supposed to do business. Cricket representatives need to learn how to provide customer service to their customers. They make it quite obvious they hate their job by their attitude. They also need better training, half of them don't know how to help with technical issues. I pay for a service, not just calling plan. I don't expect to be treated like royalty, but I have to say this is by far the worst customer service I have ever encountered.

Business

Response:

August

26, 2014,

Revdex.com

Review: The customer said I will receive 10 gbs every month and they were updated my 5gbs for this month 10 and I should of 7 left since I used 3gbs.... I have a text and I told the supervised to listen to that callDesired Settlement: If I do not get my get 10 gigs for this nobtg give me my money back

Business

Response:

October

2, 2014

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: unable to get them to stop taking money out of my checking account for Phone number [redacted] requested paper bill and they will not do so.

asked them to stop taking money out of my checking account refused. will not cancel. I no longer want payments coming out. Unable to cancel on their website can do everything except change payment method or cancel.Desired Settlement: Just want the problem fixed. they do not have authorization to take money out of my checking account.

Business

Response:

May 31, 2013

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 would pay my account on the 3rd of each month and they would shut my phone off on the first of each month.I would call to complain they wanted me to pay an extra 17.00 to turn it back on.The first lady I talked to could see that I paid it with my debit card on the 3rd. The supervisor told me she could not find my payment and to just pay the 17.00 and they would turn it back on. After months of this happing I have cancelled my account.Desired Settlement: Refund of at least one months service put back on my card.

Business

Response:

July 10, 2014