Cricket Communications Inc

Review: From the beginning I purchased 2 ZTE SCORE 500 phone in which both had $60 month plan, with numerous issues with the phones because they are "OUT OF DATE PHONES" I have diligently paid the bill to keep service, as of August 30, 2013 my husbands ZTE SCORE 500 completely stopped working so he "upgraded" to another phone and UNAUTHORIZED Cricket changed my plan to a $50 plan which has limited features and I called and spoke to representatives a few times about this issue and currently I went in store to fix this issue and paid 120.00 for my plan to be restored to original plan but today 09/21/2013 I noticed my rate plan has NOT changed and again I called and they still want more money for the plan, I asked to speak to a supervisor and each time there wasn't one available I've lost contacts, information because the ZTE SCORE 500 reboots itself and I have paid insurance on the phone but still they want more money to replace it with another ZTE SCORE 500 out of date phone which is unfair to a paying customer. They stated they are not changing my plan back until I forfeit more money even after bill was paid in full.Desired Settlement: I'd like them to replace the phone and restore plan back to original plan in which I've already paid

Business

Response:

October 2, 2013

Review: paid phone bill prepaid 86 for2 line got 7 days worth of service. phone shut due to billing cycle. oct 14. no service for sept 21 days needed to pay 91.00 7 days later. If its prepay why are they charging $177.00 . Rep refuse to refund 1st payment. but not receiving any phone service.Desired Settlement: If I used there phone for 7 days. I will would like my remaining money returned to me since I will no longer be utilizing there service.. was told refunds are not an option. Paid for 30days of service only got 7 days.

Business

Response:

October 16, 2013

Review: My complaint is with their insurance provider. [redacted] [a [redacted] company] claim number [redacted]. I lost my phone and placed a claim. Called a few times to try to set up a claim. I needed my model number to confirm my identity I guess. fine. located the old manual. After asking the 3rd person to replace my phone, I asked if I would also get a memory card. The gentleman said it is a complete package and it comes with one. Recieved my phone today. Missing the volume buttons and the power button. Got it to turn on and the phone would not go past the bot up stage. I called them again to speak to a supervisor and the lady that answered the phone asked , in a very condescending matter, WHY? I said because i'm not happy with my device. She got [redacted] on the phone. Supervisor. She was polite but told me she would send out another phone. asked if i'm getting a memory card to since this one did not. she said no. //i told her I was told that I would. She said she would talk to the person that told me that. I told her I am very meticulous with my phones and the replacement was no where near that. I am thinking to not pay this insurance anymore. 70 dollars to replace my phone and customer service was horrible. I would never treat a customer this way. 10 dollar memory card to make the customer happy would be worth it. after all the stuff the customer has been put through. I will leave this in your capaple hands. Thanks, [redacted]Desired Settlement: even a discount on my 70 dollars would be nice. full refund would be better.

Business

Response:

December 6, 2013

Review: I started service with [redacted] Cricket, on November 7th 2013, On November 22nd I was charged $15 out of my credit card. I called Cricket on the 23rd and asked them to put the money back onto my card. I was promised by the male representative I spoke to, he gave me an estimate of 2-3 days to see the credit on my account. On December 1st I called in again and was asking the rep why the money was not back onto my credit card, she told me that they do not do refunds on "PayGO" accounts, even though I was promised on November 23rd. She told me, "You are lying, you already know that you cannot get the credit back," I was very shocked to be talked like that. First of all, Cricket charged my card for that amount, and second, they promised to give the credit back. The rep on December the 1st, told me that the rep must of got confused with a PaGO account instead of regular wireless account, she stated that if I would of had a regular wireless account I would of got my money back. When I started service, I had no choice as to what kind of account I wanted, and did not choose PayGo over a wireless. There never was an option given for that matter. I told them I was going to cancel my service if they did not credit back the full amount I was charged.Desired Settlement: I would like for Cricket to credit me back the $15 they charged onto my [redacted] card. The agents were beyond rude, and one told they were gong to do something while the others had a different story. Extremely unprofessional people who work for Cricket and need to be trained on how to properly speak to customers. I don't appreciate being called a lier by their foreign customer service agent.

Business

Response:

December 10, 2013

Review: On November 23, 2013 I purchased a smartphone and wireless service plan from Cricket Wireless at their physical local store in my area. The following day I had trouble accessing internet service from my phone. I called the local store representative who offered suggestions. The phone worked better for a while, then I began getting dropped calls. People could not get a hold of me, the phone did not show any missed calls. I began to call Cricket tech support to resolve these problems. Spend hours with them on the phone while at work. It was extremely frustrating because I felt I was neglecting work and wasting time being passed over from one person to the next without any solution. I kept getting disconnected with the tech support staff I was on the phone with. Finally I called mid-December to tell them that I wanted to cancel service because I could not take it any more. I asked them to un-enroll me from Cricket Automatic Bill Pay. Was told that I would not be charged for next month. Also told them that I wanted to cancel service. Was told to go to a Cricket store to have my phone changed for a different one, because the phone was defective. Went to the store was told they could not give me a new phone unless I paid for it.On December 21, 2013 money was taken from my account by Cricket to pay for another month's service when I requested that they cancel Automatic Pay. This is stealing! Now I am stuck with a defective phone that does not work and no service to my phone but money is still being taken from me.Desired Settlement: I want a full refund for the defective phone plus the set-up and service charges that were made.It is illegal to charge money for promised goods/services that were not rendered.

Business

Response:

January 6, 2014

Review: Cricket took money out of my account without my knowledge and when I called to make a complaint they acted as if they didn't know what I was talking about when my bank gave me a copy of the transactions they had made and I spoke to quite a few people and they all were giving me the run around. I just want my money to be replaced and put back where it belongs because that was not money for them to be touching.Desired Settlement: I only want what was taken from me which was $52.34 from my account

Business

Response:

January 20, 2014

Review: Cricket has cut off usage of my phone twice recently. They have used the same Visa number for three and a half years every month. They claim that my visa card number did not work in January, so I gave them a debit card number. My bank says "no problem with either card." Perhaps Cricket wants me to buy another phone..they told me yesterday that mine has been discontinued. That is no excuse to cancel service. It is possible that their billing department is not using my correct Visa number???Desired Settlement: I would like to know what has caused this problem.

Business

Response:

February 14, 2014

Review: I was trying to take advantage of a 5 phone for $100 deal. I signed up Wednesday and today they shut all phones off today. The company has taken $250 +$38 and now they are trying to get $54 from me saying I am not signed up for the program. I know what the manager at the store signed me up for.Desired Settlement: I would like the phones turned back on and I want the plan I was told I would have to pay.

Business

Response:

Review: went to Cricket to upgrade my son's phone on my account: the store was very limited on products offered. Decided on at phone for $59.99..toal ended up being $87.43, The rep tried to activated the several times, while taking personal calls on his cell and waiting on other customers. After a 30 minute wait, I said I needed to leave and could not longer wait. Rep asked if I could come back to get phone. I replied and asked for refund. He states I can not get refund and buy a phone isn't like buying groceries I need to wait. I told him I need to leave and please refund my money, he said there is a $30 fee for refunds. I never used or touched that phone, the clerk then said once the phone is activate he could no longer use the phone or sell it. A lie. The clerk told me to take the phone and I'm giving him a headache. He threaten to call the police more than once. I never once swore or threaten the employee. I asked to speak to a manager he stated he was the manager but I heard to some name [redacted] on the phone regarding the issue and asked if he would talk to me. I guess [redacted] who I found out later was the owner, didn't want to speak to me. The clerk gave me customer service phone . I ended up calling the police who came to speak to both of us. The nice officer suggest to file a complaint with the Revdex.com. I left the store with out a phone for my son and ripped off $87.43. I was able to contact the corp office in Lansing IL and spoke with a nice manager name [redacted] from Cricket, He knew of the owner [redacted] and said he would forward the issue and I should receive a call back within two working days.Desired Settlement: Refund of $87.43

Business

Response:

April 1, 2014

Review: I order this phone on 5/1/2014, it was delivered on 5/2/2014. The phone could not be activated because it was not pre-programmed with the number [redacted] that they gave me via the order confirmation email. I have called customer service outsourced several times, I've spent hours upon hours trying to explain, I visited a local store that said they could fix the problem for $15.00 + another $50 for the months service that I've already pre-paid when purchasing the phone. I then visited a "Corporate Store" where they also said they could fix for just the $50 fee that I had already paid, I called the [redacted] number that also said my phone would be activated within 48 hours of my order (It's been 53), but they could also charge me the $50 extra to activate it immediately, I've called the [redacted] and no one is ever available to assist. Everyone I've spoken too has said it's another department, I give them the ticket number [redacted] that was provided a long with the account they gave me, a long with the confirmation number, and everyone says the same thing, another 24 hours or $50. No one can even tell me how to get a refund of everything. All I want is this phone to work, and if they are going to charge me $50 for something I've already paid for, then I think they should pay $100 and make my phone work for the time, gas, and money I've had to spend to try and rectify the issue! Even when I told them I was recording this and then I asked for an American Representative because I was having a difficult time understanding the woman and knew she wasn't understanding me, she "very clearly" said that she could not transfer me to one, provide me a number to one, and I'd have to deal with her alone. This has got to be the biggest scam I've have had the displeasure of being a part of.Desired Settlement: I want my product to work, and I think that CricKet should pay for my time and gas money I've wasted. $139.62 for phone and service and over 8 hours talking online, on the phone, and CricKet stores, as well as $30 now in gas going to and from stores.

Business

Response:

May 22, 2014

Review: Purchased the ZTE N8000 online from Cricket in the amount of 75.13 on Dec02 2013 . Returned the phone thru the postal services round Dec 4 2013 phone arrived at [redacted], IL 60048on Dec 13 2013 Cricket is refusing to refund my monies by telling me that they were given the wrong tracking no. I have been talking with them once a month not getting anywhere at all. My receipt is faded from the post office they were unable to help me. However got my bank statement and the receipt from the phone I purchased at the. Cricket store located 2412 State Street E.ST. Louis IL 62204 The very same phone that was returned to them. Which was purchased 12/14/2013 one day after they received the defected phoneDesired Settlement: 75.13 is the amount that was paid for the phone that is all that I want back

Business

Response:

June 16, 2014

Review: I bought a cell phone for my daughter from cricket almost a year now and her service keeps getting interrupted for various reasons and the store cannot come up with a valid reason...I keep getting responses from them like she talking too much on the phone or she doing something that's against our policy when I ask them to be specific they are stupefied and cannot give an answer. Last incident was on 6-3-14 where the phone was turned off and the bill was paid on 5-31-14. I contacted the manager at the Taylor Avenue store ([redacted]) who called me and said they were going to issue a refund of $38.16, Now instead of calling me they sent me a email saying they refuse to send me a refund as they have applied it to May. How can you apply this payment to May when its a prepaid service and May's payment was made in April....these people obviously think I'm not educated enough to figure this out I really would like to have my $38.16 refund as I work hard everyday as a single mother taking care of my child I have my phone line with cricket as well which I am going to discontinueDesired Settlement: I would like to have my hard earned money refunded....Thank You

Business

Response:

June 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] regarding Cricket service. In her complaint, Ms. [redacted] states her service continues to be interrupted for various reasons. She was told that it was interrupted because her daughter talked too much on the phone or is doing something against their policy. Ms. [redacted] asked for specifics but the store could not give her any details. She state she paid the bill on May 31, 2014 and the service was disconnected on June 3, 2014. Ms. [redacted] called the store and the manager said they would issue a refund for $38.16 but, she later received an email stating the refund would not be issued. Ms. [redacted] is requesting a refund in the amount of $38.16.

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.

Our records show that Ms. [redacted]’s account was cancelled on June 2, 2014 as a result of a violation of our Term and Conditions of Service for prohibited network uses. Our Terms and Conditions of Service can be found online at www.cricketwireless.com/terms.

Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If an account is suspended or cancelled, for any reason, any remaining balance in the account will be forfeited. As a result, we are unable to provide a refund to Ms. [redacted].

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Business

Response:

June 23, 2014

Review: My phone stopped working over a month ago. It took me 2 weeks to get a available warranty representative on the phone. When I finally got a available representative they took my claim and sent me a label for me to send them my phone. They sent the label via email. The representative Informed me I will have my phone in 5 to 7 business days. In 7 days I called to check the status and they informed me that they did not no what was going on because it was during the weekend and to give it until monday. I called back on that Wednesday giving them some extra days and they said my phone would be here on Friday the 13th and I received no phone. I Called back on Sunday and the representative said she could not help me and that my supervisor would call me. Her supervisor did call me and informed me that my phone will be here Tuesday the 17th and she would expedite it for me. I called FedEx today and FedEx said the driver will not deliver the phone because cricket did not put my apartment number on the package. They are still charging Me month fees. I asked the supervisor today to assist me with funding some of my bill and she said she could not.Desired Settlement: I would like to speak to a representative about my decision because I am baffled, hurt and stressed over this matter. Not to mention I have taken off of work twice to receive a phone that I can't get.

Business

Response:

June 26, 2014

Review: Dec.2013 cricket was offer specials on S4 so I brought one a few months before that I brought a S3 to give to my son both phones were financed the S3 from progressive and S4 through Ybuy. I had to find out from various customers that cricket was merging with at&t. So I went into the store to confirm this. They said they already merged. My second question was long had they known this was coming they said since Dec. I was told I could no longer use the phone after March of next year. So I'm stuck with a phone I can't use.They had the nerve to tell me that trade my phone in but I would still to pay something for a new phone. I'm still paying on the S4.I never received a text or anything about this changeDesired Settlement: I would like a full refund of the purchase price that I paid for the first phone I brought.They need to finish paying why ybuy for the second phone I brought pay the reminding balance and refund me the rest of the money I paid into the phone. Think I will go with another provider with a refund I can go with another provider I have lost all trust in this company. They didn't have have the decency to notify there customers.

Business

Response:

June 30, 2014

Review: went into cricket phone store in edgewood md. we have been customers of cricket for 3 years no problems paid on time. sunday went into store to upgrade to android phones paid out 441 dollars they activated phone only problem - no incoming calls on either phone. the sales person tried to get help from her manager she was told that the problem would be handled by next day. next day came and went called store was told by her manager he would expedite this right away. next day was told it would be another 72 hours to fix problem. next day took back phones to edgewood store to fix problem. the girls in store tried to do what needed to be done. talked to her manager again and was told that I could return the phones for a refund except for 50 some dollars that was returned to old phone account which was also shut off at this time. now we have no phone service but are still being charged. but if I wanted to pay another 300 dollars for phones I shut down new phones. the regional manager was not helping his employees nor the customer. I will never use this phone company ever again!Desired Settlement: It baffles me that a man walked off the street while we were trying to resolve the problem got a phone and was immediately activated. I was existing customer and couldn't get an incoming call after paying a whole lot more than the man did. [redacted] - Territory Manager. This man needs to be reprimanded, replaced, or something else disciplinary. He was rude and short when spoken with. He had no interest in attempting to try to resolve a four day issue that is beyond excuse.

Business

Response:

July 3, 2014

Review: I went into the cricket communications store on June 6th 2014 to purchase a new handset. When I purchased the phone the sales representative told me I had 14 days to return equipment. I went in on June 19th to return the phone, as it was not operating to my specific needs and to exchange for a more expensive device. The representative was unhelpful, talked down to me, ridiculed me about my age and that I have a partial hearing disability, and then decided to say that I now have a 7 day return policy that is attached to the receipt. At the time of purchase however, they told me I had to mail in the receipt with a portion of the box and a form filled out for a $50 mail in rebate. I sent all that in within the first week of purchasing the phone, and they said that because I have taken the information off the box I could also not return the phone. I have never had an issue like this with any other phone company, and would like some assistance in resolving this issue. I have looked over their terms and conditions on their website, and it does say that anything that we cannot resolve, we will start arbitration. If it comes to that I am not afraid to proceed.Desired Settlement: I would either like to receive a full refund for the purchase price of $149.99 plus tax for the device, as well as the $14.99 for the accessory. I will apply the refund to the purchase of the new phone. Also, upon checking their website I did see where you get a $50 credit as well for having a full year of a paid bill on time towards the purchase of a new phone. That was also not offered to me when I purchased the first phone. I would like that applied to the purchase of the new phone too.

Business

Response:

July 7, 2014

Review: we have 2 phones through Cricket#[redacted] and #[redacted] They are both on a monthly payment, no contract.Last month (June) I had some financial hardships and was unable to make the monthly payments. As I had expected both services were interrupted for non payment. This month (July) I had made the payment for both phones#[redacted] @ $48.40 and #[redacted] @ $52.12 totaling $100.52 When I phoned because of interrupted service on the [redacted]# the operator told me that was for June. There is no contract on these phones. I did not make payment to be applied to June and it was not indicated when I was making the payments for either phone that it was for the month of June. No payment-no service. Payment received-No Service.No Service------NO PAYMENTDesired Settlement: Payments to be applied to July 2014 on both numbers #[redacted] and #[redacted]

Business

Response:

July 11, 2014

Review: My friends and family and I have been buying phones like crazy from Cricket due to poor reception, dropping calls, unable to answer rings/calls, etc. We had not had these problems with Cricket before until this year. Each time I am told they do not have phone on stock and I have to buy a different phone. I was not told on 05/22/14 that Cricket was bought out by ATT until I had bought this motorola under false advertisement from the Cricket store on N. Mesa and University Dr. in El Paso, Texas. I was told this Motorola phone was better and now I could use Hotspot and Wifi at the same time I used the phone. Plenty of recording MGs internally. I call motorola, they do not offer Hotspot. No SD ability. I try to return phone right the following day and was told it would be too expensive to return. I would loose the payment I made for the month too. I had to keep the phone. Now I was told the price was $47.00/month. I call Cricket on Saturday 06/21/14 at ###-###-####. The prompt says I have zero balance. I make a text payment of $47.00. The phone works until 06/22/14. I use my phone to communicate with my employer and watch cameras in my home. I try contacting them to find out what the problem was to no avail. No answer or Left on hold forever. I have to purchase another phone from another company to watch my cameras on Sunday. Monday, I am ambulate to communicate with Cricket. I was told that the $47.00 is not refundable. I have not received the form for the $50.00 rebate on phone promised. I visited the Cricket Store on Gateway in El Paso, Tx and attempted to file a complaint and request refund on 06/24/14 to no avail. I was given a form in Spanish to register phone for rebate. I was told to send a complaint to [redacted][email protected] so he could forward complaint to [redacted] or [redacted]. I was unable to communicate with the manager either. AT&T has always manipulated services in order to steal money from its customers. They need to be held accountable. Fine them for each complaint.Desired Settlement: I want my $47.00 back that I paid and was denied service for no good reason. They jacked up the price, after the fact, $3.00 more dollars with a apologies but no service. Worthless phones. I want the $50.00 rebate on phone. It is treacherous just trying to get through the prompts when you call. When you do speak with the representatives, they are unprofessional and rude. No forms in English! AT&T has been the worst of all phone companies to manipulate, monopolize and abuse its customers.

Business

Response:

July 10, 2014

Review: They Don't offer contracts.I have asked them to unlock my phone for the last seven months that I've been using their services and they have not unlocked this iphone yet another telling me that they lost the unlock codeI purchased this iPhone 5s in December 2013 I was told that after I believe two months ugly month that the phone would be able to be unlocked after that I've asked them to unlock this phone and I keep getting the runaround like today for instance they told me that I had to go to the cricket store and when I get to the cricket store it was they couldn't get the unlock codeLike I said if you do research on cricket wireless cricket wireless is a noncontract carrier so I don't understand how I would have to Baig them when I pay them $700 dollars For this phone if you do research $700 would get a unlocked phone through Apple StoreI don't want the cricket services anymore I want a new phone I don't even want to do business with cricket because they like I said they told me to go to the store today nothing was accomplished and this is been going on from seven months now they are a noncontract carrier company and I just don't want the phone because I cant use with another carrier only cricket network because that's not the way that it works when I asked them for unlock code because I'm not in the contract I should've been issued one I should not have to keep begging for code into they are ready to give me one and all I want a is a refund are a unlocked iPhone 5sDesired Settlement: I would like a refund or a new iPhone that's unlockedBecause I paid $700 for this phone and it was supposed to be unlockedI stress to you to look at the price of this phone it was $700 and this is a noncontract carrier so I don't understand why been with them for seven months and continuously asking for a unLockCode so I can go to another carrier why hasn't happened yet they keep giving me all kinds of excuses I'm hoping that you guys can help

Business

Response:

July 10, 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 his complaint, Mr. [redacted] states that he purchased an iPhone 5s in December 2013 and has asked Cricket to unlock his phone for the last seven months, but they refuse to provide the unlock code. He states Cricket is a no contract carrier and should unlock the phone. Mr. [redacted] is requesting a refund for his purchase or that Cricket provide a new unlocked iPhone.

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

IPhones activated on our CDMA network can be unlocked for international use after six months of consecutive service. We cannot unlock these devices for domestic use within the United States, unless the devices are migrated to our new GSM network powered by AT&T. Once the devices are active on our GSM network, they can be unlocked for use on another domestic carrier after four months of consecutive service. Until the required service period is met, we cannot unlock the devices.

Our records show Mr. [redacted] migrated to a GSM account on May 28, 2014. Once he has met the required service period, he can call or chat Customer Service (www.cricketwireless.com/contactus). We cannot refund Mr. [redacted] for his purchase because it is outside of the 30 days return period.

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.

That's not going to work...

I did not sign a contract with cricket....

Review: this is the second complataint that I have to file on this company. I was approved for the Lifeline program and have bee fighting with Cricket to get the credit. As of my last complaint with the Revdex.com credit provide retro credits and a courtesy credit, I figure it was handled but nope to my schock my bill for August 1st,2014 was not correct the lifeline credit was not on there at all. I went down to the store CEllagain here in omaha ne on Saddlecreek Road, I spoke with thier manager [redacted]. He saw that I was elgible for the credit as of 03/28/14.However he said I have to go home and get my approval letter so he can send it in. I asked why and he said to get it solved however when asked why do they need that if thier system shows I was approved. He had no answer on why I needed to keep providing proof of approval from the NPSC. I have called into the customer service and get told they are not train on the program.I call Crickets Lifeline dept and they tell me nothing they can do.Then to top it off I get told by the end of the year I have to get a new phone to keep thier serv.My phone works great but bc I bought it before 05/18/2014 I have to spend more money on a new phone to stay with them.Wow. I am beyond understanding.Why are they having a problem with this ongoing monthly creditDesired Settlement: I want my credit and a new phone for very little that is compatible with thier new network. I dont believe if my phone work great and is smartphone that I have to buy another less than a year later. I am so tired of being pushed around by them. So at this point since they have not solved any of the issues I want a new 4g phone. I got the credit by calling in but now I want to know what the issue was and a guarantee this wont happen again and a new phone bc my phone I love and works great

Business

Response:

August

6, 2014

Revdex.com