Cricket Communications Inc

Review: Played my august bill due 08/12/14 early on 08/11/14. Company for some reason posted that as a balance on July, even though I did not have service at the time nor did I the entire month of July. I have tried to contact cricket face to face and over the phone and all they offer is to credit me 30 dollars but I'm still liable for the other thirty. They stole my money and applied it to a service that I never received.Desired Settlement: Either refund my money or credit me for the month that I believed that I was paying for, thanks.

Business

Response:

August 27, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] in regards to a payment made to his Cricket account. In his complaint, Mr. [redacted] states the payment made to his account was not applied correctly.

After reviewing Mr. [redacted]’s account, we verified the payment of $60.00 made on August 11, 2014, was applied to his past due bill due on July 12, 2014. During this time Mr. [redacted] was granted two seven day service extensions on July 14, 2014 and July 16, 2014, under the condition he would make a partial payment of $17.00, both of which were cancelled after 24 hours due to nonpayment. The reason for Mr. [redacted]’s time without service is due to being suspended for the past due balance on the account.

At this time, Mr. [redacted]’s account is currently suspended with a past due balance of $59.05 due on August 12, 2014. Mr. [redacted] was offered a one-time courtesy adjustment of $45 on August 14, 2014 which he declined.

Per our Terms and Conditions:

“The availability of Services depends upon your payment in advance of all Charges when they are due. If you fail to make payments when due, the Services will be suspended and/or cancelled. By making a payment you will have access to Services for a limited amount of time and you must use the Services during the designated period of time; any unused allotment of Services from one designated period of time will not carry over to the next period. Charges for our Services and the amount of time Services are available following activation may vary. If your account is deactivated for nonpayment it will be placed in suspend mode for 30 days. If your account is not replenished before the end of the 30 day suspend period, it will be cancelled. Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited. When your account is cancelled we will re-assign the phone number associated with your account, and that phone number, identification number, or email address associated with your account may no longer be available to you. We may also charge you a fee to reactivate Service.”

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

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

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: I was having international text massenging issues receiving something that was not a lunguage or readable. for a while I was very patient with the isssue because I thought that the issue is propbable from the other side. walked in cricket stores, there were 2 people infront of me waited for my turn, talked to this guy he seemed like he will understand my problem.he wanted to to brush me away citing that the problem is not here. I tried to tell him that can he call someone let me explain what Iam talking about. He refused citing that I was being unreasonable and I should get out. I was with my 12 year old son I walked out and called 611 and reported the matter to them. After been denied the owner's phone #. I truelly felt like that is not the way to treat a customer.If customer service is not important they should close down and give other people a chance. I pleaded with him to explain and show him that that needed further investigation and he was coming out with really arrogant explanation why that was happening.Desired Settlement: need an apology and a promise that behavior like that should not happen to another customer.Information technology and wireless services are very sensitive issues. Personal I feel that should be taken seriously and forwaded to appropriate people when its brought to attention. As consumers we should not be scared to report something with the fear of getting kicked out of the store.

Business

Response:

May 22, 2013

Review: My husband and I have been calling the customer 1)800 no. for a week no one answers just a recoding to leave a mesg , There is not an operator at this time. No matter what time you call. The recorded mesg ask for a call back no,. However no one calls back . We are new customers and are unhappy with this kind of service. I left a mesg for the CEO , no returned calls .I understand there was a merge, and there were changes. however we kept getting different stories about . It should not have been .Got the run around about keeping our 773 area codes and adding our son to the plan. My husband works for the Chicago Police Dept and is required to have a city no#. After my fifth visit I came across a young man at the 9480 s. eastern store That helped my to keep my old no# A week of running around needlessly . Thank you [redacted]Desired Settlement: My husbands cell has been reset twice in Chicago and is still not able to get his internet. However now its to late for a return since he was not able to get in touch with anyone. They need to make this right.

Business

Response:

June 11, 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: I bought a phone from the Cricket store off [redacted].The service was unlimited phone and text along with all other normal service like voice mail. I live in [redacted] which is a sub- of [redacted]. When I got home into my house I had no service on only 1-bar..spotty service but when I would drive down the street it would come back to normal. I called the next day to cricket and they put in a service ticket. Two days went back...nothing, I called the store and spoke with the manager and explained what was happening and they put in another ticket. By the way I still...NEVER had had voice mail with them which was another ticket. I finally had a customer service call me after 7 days and they told me my house was just not in a good area and if I needed to talk on the phone I would have to go stand in the street, I should get better reception there. They also said the voicemail problem was because they have been having problems with new customers and they were willing to not charge me for one month of service if I could be patient with them on getting this worked out. 4 more days go by and I had had enough of no phone service on not receiving any messages so I go back to the cricket store and they will only refund the phone I bought not the service of 50.00 I explained to them what a lady name [redacted] from Cricket said the phone about the no charge for no voicemail and no service problem and they said sorry but we don't refund service charge. I ask to speck to someone over the manager and they finally gave me a name but would not give me her number to call...she will call you with in a hour or two.....still no phone call. I have called the store I bought it from and the manager cell number [redacted] and NO ONE will return my calls. Please help!!!Desired Settlement: 50.00 credited back to my account.

Business

Response:

August 5, 2013

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: Cricket never said refund for returned merchandise is contingent upon giving tracking number. I cannot locate the tracking number and as a result they will not issue a refund for the phone I returned. I returned a phone and they would not issue a refund until I gave them a tracking number even though Cricket received the phone two days after I mailed it. I know this because 4 months later I found the tracking number and learned they received the phone several days after I mailed it. Now there is the issue with a second phone for which I cannot find the tracking number. It is wrong for them to have their merchandise and not refund my money. It would be theft if I did that. I have called them numerous times to get my refund. Cricket Wireless has my phone number blocked. I have to borrow a phone to get to Web Order Support. Please look into this matter. There are many consumers who have this same problem and have posted their frustrations online.Desired Settlement: I would like a refund for the phone I returned

Business

Response:

May 27, 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: I have been a Cricket customer for years. Last month I had financial issues and my Cricket phone was disconnected. I was able recently to get the phone back on. The Cricket rep advised me that it would be better to just order a new phone for the new network and that I could port my number to the new phone. I purchased a new phone, and plan. I got my phone 2 days ago. After many failed attempts to activate it online I called Customer Service. After 3 hours, 2 days and talking to 17 different reps I was told my number could not be ported because that number was on the "old" network. The only option they gave me was to take my NEW phone to a Cricket store, BUY a new SIM card and pay to have the phone activated. This is not ok. I do not work for Cricket, I don't know the difference between the "old" and "new" network and was going by the the rep told me to do. This is not my fault and I should NOT have to incur more charges for a mistake THEY made. I spoke with a supervisor who more or less said, "Too bad..nothing we can do." This is not satisfactory. I don't drive, I don't have a car and I have to pay someone to come and take me to the Cricket Store.Desired Settlement: I want a refund for the $10 in gas money to pay someone to take me to the store, I want a refund for the $19.99 for the new SIM card and I want a refund for the $25.00 activation fee. Had I been given the proper information, I would have simply requested a new number.

Business

Response:

September,

26, 2014

Revdex.com

Review: I start as purchasing another cellular phone from (cricket) a cell phone service I have gone to fore years I bought a new Samsung galaxy discover on 1/18/14 I seemed pleased with the phone and on Sunday 1/19/14 the phone would suddenly freeze up fore 30 mins or so where d have to pull the battery and reset it so after I got off work Monday I drove 30 mins to the store to exchange the phone and the rep [redacted]) would not comply with what I told and explained her she continued to argue with me fore about 20 mins before she exchanged my phone with the same one but a new one and within 1 week of owning the new one it is worse than the last one sometimes I cant even make phone calls and today 1/30/14 I go in to the store and explain to another rep what is going on and ([redacted]) proceeded from another counter to the counter I was at and basically said she cant do anything about it I would like to discontinue my services there and would like a refund on my phone so if you guys can help me id really appreciate it I am very very disappointed to see my hard earned money go to waste by using this NEW phone that works like 13 year old phone witch should not be happening.Desired Settlement: I would like a full refund from my purchase of the phone and the case I bought. Phone-$83.24 and the case-$21.61.

Business

Response:

February 10, 2014

Review: My bill is due on the 17th of the month. I paid the bill on the 7th of April through crickets website by check. I logged on again to their website and saw the payment had not posted it still said charges pending so I paid the bill again because I had forgot I paid it on the 7th. I remembered I usually pay the bill around the first with the rest of my bills so I checked my other bank account and saw that I had made a payment on the 7th and it had processed and was taken out of my account. I called cricket to inform them that there was a duplicate payment made and was told they have a no refund policy that the payment will be applied to next month. I made a transfer from the account the second payment was made to the account the first payment was so the check did not process and was returned. On the 16th of April my service was disconnected for non-payment even though this bill still is not due for another day because the second payment was returned and they want their money.Desired Settlement: I paid for service from March 18th to April 17th. I also paid for service from April 18th to May 17th. They want me to pay for May 18th through June 17th before they will reconnect my service and that is not legal I paid last months service early and this months service early you cant punish me because I don't want to pay for next months service early. That is what cause this problem. I want my service turned back because they have my money for service for this month already.

Business

Response:

April 28, 2014

Review: On 7/29 I placed an order with Cricket in order to convert my account from Straight Talk to Cricket. Order number [redacted].I stated that I wanted to keep my old number.A few days later I received the sim card, enclosed, and the notification that I had a new phone number.In addition my card was charged 3 times for what should have been a one time charge of 60.66I called into to Cricket customer service and was told nothing could be done over the phone.All I want to do is to cancel the order which did not meet my specifications in any case and request a return label so I could return the sim card.I was told by the telephone agent that I needed to go to a Cricket store where everything could be fixed. So I went to the Cricket store at [redacted] Westerville OH.The agents there said that they could not help me and berated me for not ordering through their store as I placed the order online. Their behavior was VERY rude and unprofessional.I contacted Cricket on their Facebook page and explained the situation. I was asked to send an email to their support email which I did at least twice.Nobody from Cricket ever contacted me and I checked mt spam bin.I was then asked to provide my email address and I did that twice also and nobody from Cricket has contacted me.Desired Settlement: I want the charge of 60.66 refunded as I never activated the account. They wanted to change my number despite the fact I has asked to keep my number and charged my card 3 times.I also want a mailing label so I can return the sim card.That's all.

Business

Response:

August

18, 2014

Review: I attemted to make an online purchase that would not go through for the amount of $103.98. This charge would not go through and therefore I aborted the transaction. Later durring the same day I had six charges for this amount show up on my account. I contacted Cricket Customer Support, and was transferred twice, to be told to contact my bank to find out the time frame for a charge to drop off of my account. I work where I bank, and the next day was contacted by the book keeping department telling me that I was on the fraud list for over 15 charges that were attempted by cricket for the amount of 103.98, I made ONE bill payment for 56.00, and also had two charges for this amount in addition to the 15+ charges for the other amount. Upon contacting Cricket for the second time, for the second day in a row, I found out that they do not keep notes of the previous calls, so I had to explain everything all over again because the [redacted] guy I spoke with yesterday did not make ANY notes to my account. My original contact date was 9/25/14, my second contact date was 9/26/14.Desired Settlement: I would like for this business to make better notations of customers problems, and additionally there should not be any charges going to a customer's checking account if they are not authorized. I would also like an explanation for why I can see these charges on my bank account, yet Cricket cannot see them on whatever account their Customer Service Representative is viewing.

Business

Response:

October

10, 2014

Revdex.com

Review: I have ben trying to get a byers remorse refund on a new phone that was sold to me and never worked.I live in a no service area.Only finding this out after I was sold the phone.I have ben trying to get my money back for over a month.they sent me a new phone instead of my money first time.I sent back that phone to.and was told I would see my money back in 10 days.still no money.cricket told me that they are having lots of problems right now ATT has baught them out.And are calling it the new cricket.But tell me to keep waiting?HOW long do I wate?Desired Settlement: My money back on my credit card!

Business

Response:

November 20, 2014Revdex.com

Review: CRICKET COMMUNICATIONS HAS BEEN BOUGHT BY AT&T AND I WAS JUST TOLD THAT I HAVE UNTIL MARCH 2015 TO CHANGE MY PHONE AS IT WILL NOT BE COMPATIBLE WITH AT&TS NETWORK. I JUST BOUGHT MY SAMSUNG S4 IN DECEMBER FOR OVER $600 AND NOW THEY ARE FORCING THEIR CUSTOMER TO GET A NEW PHONE? FIRST, IT IS NOT BY PROBLEM AS A CUSTOMER IF A COMPANY IS SOLD. I AM SURE CRICKET COMMUNICATIONS KNEW ABOUT THE CHANGE OF OWNERSHIP LONG BEFORE, SO WHY ARE THEY STILL SELLING PHONES THAT ARE NOT "COMPATIBLE" WITH AT&TS NEWTWORK? I WAS TOLD TODAY THAT I CAN TURN IN MY PHONE FOR A $150 CREDIT. REALLY, $150 WHEN I JUST SPENT OVER $600?. CRICKET IS SELLING THE GALAXY S4 NEW FOR $$479 (DONT KNOW WHY THEY ARE STILL SELLING IT IF THEY KNOW IT WILL NOT WORK IN ABOUT 6 MONTHS).Desired Settlement: CRICKET SHOULD OFFER A FAIR TRADE TO ITS CUSTOMERS. I FEEL ROBBED OF $600 FOR A PHONE THAT WILL NO LONGER WORK IN 6 MONTHS. IT MAKES ME FEEL LIKE THEY ARE TWISTING OUR ARMS TO UPGRADE TO A NEW PHONE. I WOULD LIKE CRICKET TO OFFER ME TO UPGRADE MY TWO SAMSUNG S4 ON MY ACCOUNT TO A SIMILAR SMARTPHONE (SAMSUNG S5 IF COMPATIBLE W/ AT&T OR AN iPHONE 5C) FOR A DIFFERENCE OF $150 ONLY (AS I UNDERSTAND MY PHONES ARE USED BUT IN LIKE-NEW CONDITION).

Business

Response:

August

18, 2014

Revdex.com

Review: I had called cricket because I was unable to get service for a over 3 days due to mobile network issues and discussed with [redacted] that I have a phone that I am unable to use and that I was going to transfer service and have both of my numbers on my cricket account ported to [redacted]. She said that she understood and wishes that she could have been more of a help to me. She informed me to call her 24 hours after my numbers have been ported to [redacted] to discuss with her the amount and credit of my refund for the days of unused service. I called today and was informed by the same woman [redacted] that Cricket does not give refunds for services already paid. She argued with me and gave me absouletly no solution whatsoever. Cricket owes me $66.20 + taxes for the 20 days of unused service. This woman refused refund as well as any type of help and would not transfer me due to she was stating she was the highest up the chain. I will never ever do business with Cricket and this is after 10 years of them having me as a valued customer. I feel I have been robbed and that my money has been stolen right in front of my eyes. How can a corporate company get away with this, I guess if they do this to 1000 customers a month they pocket $66,000 and thats just an estimate of how much money Cricket steals from honest people. No wonder they stay in business.Desired Settlement: I want my $66.20 + taxes for the 20 days that were unused and discussed with the Cricket manager "[redacted]... they should not make agreements or promises that they can not follow through with.

Business

Response:

February 6, 2014

Review: I went in there to get a phone. The first girl I spoke with explained that the service payment could be taken out of checking account. I told her I would be later to get a phone.I returned later with my daughter. The girl I had spoken to was not there and Virginia assisted us. I picked a phone out and went pay for it. I got my check book out and was going to write her a check. She said they do not take checks. I asked her if they had automatic draft from checking and she said yes. I went and got the cash. I paid her $135.34. She then started doing paper work. She asked me for a debit card from the bank. I told her I did not have one. She said she could not to it with out a debit card. I said my check had the same information that a bank debit card had. She said she would check to see if she could do it without a debit card. She did some checking and informed me she could not. I asked for my money back. She said she could not give me the activation fee nor the first month's service. She said it was policy. I asked her if it was policy not to explain this to a customer before they went any further. She began laughing. I kept asking her for the whole refund and she kept saying it was policy. Rather than loose $60.00, I paid with my discover card.Desired Settlement: Pay the 60.00 dollars. I have the phone but have not used it

Business

Response:

October

3, 2014

Revdex.com

Review: I purchased the new handset this past May. From the beginning I could not get or send picture messages. I was told to re-program my handset, I did this. I even went into the location of purchase, I was told something was disabled. The rep enabled it and for a short time I could send and receive picture messages. For the past two months I have not been able to get, receive or download any type of media mail on my handset, even thought I've paid the bill in full on time. I called a local location on the road, the location I purchased the handset from has no listed incoming line. I'd initially called to downgrade my plan to unlimited talk/text since I couldn't get/send/download any media mail. I was told I couldn't have that plan with this handset. I first spoke with a [redacted] and was told that she could not help me and put her supervisor "Pong" on the line. I was explaining the situation to him when he interrupted me and said, "Did you get the phone from this store?!" I replied, "No, I did not, but, this is an authorized local cricket store, and I needed assistance." In the middle of me asking my question, he disconnected the call. I called back, he informed me that I was wrong for calling him, that I'd called the wrong store, and, again, hung up. The location is [redacted] ###-###-####. The call ended @ approx. 10:44am.Desired Settlement: I've paid my bill in full each month since the handset switch and still can not get/download or send media mail. I did not get ANY customer service from this place or the representatives of the company. My daughter has special needs and I need this function to work on my handset as we are in the middle of having a special wheel chair built for her, and I am out of the loop with Doctors and her therapists. I tried to get assistance over the phone, but was handled rudely and hung up on.

Business

Response:

October 7, 2013

Review: So I'm from [redacted], ** and when I went to cricket I told them that I was going to be relocating to [redacted] and they told me that [redacted] has 4G LTE Unlimited Talk, Text & Data coverage. That is a lie; They don't offer service here in [redacted]. Also they have signs that say Nation Wide 4G LTE coverage which is also a lie. I've never had 4G LTE reception with Cricket.I was obligated to change carriers due to the No Service situation here in [redacted]. I went to [redacted] and Cricket locket my phone and they don' want to Unlock it. Even though we didn't sign a contract or anything and I paid the exact same amount of my iphone 5s as it is in the apple store they still refuse to unlock my phone. I already transfered my number to [redacted] I'm already paying my service there and Cricket still refuses to unlock my phone.That is Fraud, False Advertising and Un-Ethical conduct towards their customers.Desired Settlement: I want to file a law suit against them for Fraud, False Advertising and Un-Ethical conduct towards me. I've spent 4 days of my time wasting time in the phone with them, so I also want to be paid by the hour that I couldn't work because of me not having my phone. I do public relations and I need my phone to work; They caused me to over stress and I've had a headache for the past 3 days because of that. I want those hours to be paid. And I want the entire nation to know about this situation.

Business

Response:

April 23, 2014