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: I have been a customer of cricket for more than a year and I recieved a text that the company is merging with the Att network and that I needed to come in to a local dealer to have my service updated. I stopped in an authorized dealer and inquired about the text and the employee comfirmed that the company had merged with the Att network. I asked about the new network and how can I upgrade my service. I ask if the bill That I had just paid two days eariler would cover the bill and I was told No that I had to pay another month fee of $49 and I would receive a credit I have yet to receive any credit for my service and I have attempted to have cricket check into it but I have been unsuccessful. I have two lines on my account old number ###-###-#### new transfer number ###-###-#### I was charged $25 and I was also told I would receive credit and nothing yet I am concerned that I will never receive the credit for on my account I need your help in resolving this issue. Thanks in advcance [redacted].Desired Settlement: I would like to have the credit applied to my next billing cycle in October of 2014 which totals $74 for both my lines. ###-###-#### and ###-###-####

Business

Response:

September

30, 2014

Revdex.com

Review: I bought a Samsung Galaxy S4 on May 8th 2014 at a store. I was not advised in any way that my phone would not be compatible with Cricket's new GSM service although my phone does use a SIM card. I did contact Cricket Wireless and the only solution that was offered that I buy a new phone. I feel that this sale was Deceptive and that facts should have been relayed to me, so that I could have made the choice of waiting to buy a phone and service with Cricket. I speak with someone from Cricket's Corporate office who advise I should just file a complaint. I am asking for you help in resolving this issue. Thank you [redacted].Desired Settlement: I am would be satisfied with another Samsung Galaxy S4 that will work on the new Cricket as they call it.

Business

Response:

October 8, 2014

Review: Being overcharged and will not let me upgradeDesired Settlement: Upgrade my phone and retired the overcharged

Business

Response:

October

17, 2014

Revdex.com

Review: this is my second phone ( same make same model ) the first one locked up and they sent me another one, this phone is only 4 or 5 months old and I cant get my e-mail, or mauve music. I hace called tech support over and over and over again and no help either they say go back to the store and I have once it took 2 and 1/2 hours and they still could not fix it. and I am still paying full price for services I can not get or use they did offer a one time $10.00 dollars off. or I could send in my phone ( I explained that I work in the home health field, and I have clients that depend on me having my phone 24/7, I was told to go out and buy a replacement phone until mine came back. I said that was out of the question why should I pay for something that was not my fault) All I want is for my phone to be working and to get what I pay for all this time, I have been paying without a word but now it is time to take a stand. this company thinks it is above the law and they can do and keep charging people for things that are not their fault and not even lose any sleep over it.Desired Settlement: if I cant get a refund than a very good replacement a new one not a refurbished oneand for this company to make changes on returns,and a little understanding from your workers

Business

Response:

November 14, 2014

Revdex.com

Review: Cricket Wireless phone will not work any longer once AT&T take over. Cricket is not willing to exchange their customer's phone to one that will work with AT&T. I just bought a $700 phone from Cricket a couple months ago and now they are expecting for me to buy another from AT&T to continue my service, how irresponsible business practice is that. I am sure that this acquisition was in the plans for many months and they continue selling their products very well knowing that they will not work once the new company take over. I want for Cricket or AT&T to be responsible to exchange my phone of the same level of quality and value once the transition is taken place. Their stores and websites are still selling their products defrauding consumers. We need help.Desired Settlement: Replace the exact phone I bought from Cricket to one that will work with AT&T.

Business

Response:

November 19, 2014Revdex.com

Review: On nov.13,2014 I went into a Cricket store in Pharr Texas and was giving my monthly payment clerk asked if I wanted to change my phone because Cricket was not going to be in service at end of year they were moving to AT&T and my services were no longer going to be avaivalbe at end of year clerk asked if wanted to trade my phone of a new phone I asked if I would get the same services that I had on my phone clerk stated yes so I said okay I would trade however when I got home and tried to use my hotspot I could not use it so I called back to the Cricket store and asked if MY phone had hotspot he stated no not until end of year that is when I told him this would not work for me and I needed a phone with hot spot,I told store clerk that he was giving false advertistement they all stated it was my problem that they could not do anything about it.I aked for my phone back they said they didn't have it any longer I'am blind in one eye and that is how I get things done or communite with my family.Desired Settlement: would like a phone with hotspot or my money back to go to different carrier

Business

Response:

December 15, 2014Revdex.com

Review: I bought this phone being told that I was going to get a $50.00 rebate. The rebate has been denied saying "Activation date prior to campaign start date". The promotion dates are 9/26/14 until 11/13/14. I purchased the phone and plan on 10/08/14. I did see that same message on the web site & called the rebate center on 11/13/14. The man I spoke with assured me that everything was OK and all I needed to do is wait. I received the denial card on 11/28/14.Today I was changing my credit card information & was told by the web site "sorry, the card information is incorrect. Try again." After trying 3 times, I called the customer center. That call took a total of 58 minutes and 38 seconds. Only about 5 of those minutes was with a person telling me that I must have put the information in wrong all 3 times. I asked to speak with a supervisor to just be put on hold again. I finally gave up & hung up. I am sure that is just what they wanted.Desired Settlement: I want the $50.00 rebate that I am fully qualified for. I have copies all the paperwork to prove that.I also should get at least 1 month of free service for my time wasted on hold & the aggravation that goes with that poor treatment.

Review: I Feb. 2014 I purchased a Samsung Galaxy S4 from Cricket. I financed $600 per phone (bought 2). Now they tell me since A.T.&T. bought the Cricket company, they are switching from a CDMA tech. to a GSM tech and in May of 2015 our phones will not work. I bought the phone under the promise of being able to get 4G speeds (which never happened). Now they want me to to buy and new phone and are offering only $100 towards a new phone. My phones won't even be paid off until Sept. or Oct. of 2015. I think this is totally unacceptable. First I was promised 4G speeds and never happened, now after just a few months they want me to buy a new phone. I am disabled and on a very limited budget and can't afford an upgrade so they want me to downgrade my phone. I feel this very wrong. Buying a $600 phone ($1200 for two) and then they change technologies and tell me my phones wont work after May 2015 and they are offering $100 each ($200) as trade in value.Desired Settlement: I would like to get the newest technologies and phone and to be given a descent value for my trade ins. I wasnt told of this possibility when I purchased the phones and since they merged to new technology then they should have to upgrade their customers.

Review: I returned a phone the galaxy s4 on 7/2/13 on receipt they say a $35 or $25 restocking fee...I was charged $67.75 restocking fee.....Was told taxes was added to that fee but it doesn't say that on receipt....When I first purchased the phone the sale agent lied about the price of the phone and charge me for 2 products for $24.99 which she said was free but was not free....This store is doing crooked business there

Product_Or_Service: galaxy s4

Account_Number: [redacted]Desired Settlement: Refund

I want the refund the correct amount to me....I hate to be tricked by a store

Review: I have been paying my bill through my bank. The checks are sent monthly and cashed and nothing had been posted my account since June 2013. They hang up on myself and the bank and send us from department to department with no help. The bank got limited information. They found out that Cricket received my payment cashed the check and from Cricket they found out that they changed my account number and device number. The checks have been sent to the old account number and no one will tell us what happened to the money only getting cannot help you and hangups on the phone.Desired Settlement: I would like my money back for all the checks that I sent that were cashed and not put on my account and no longer want to do business with them.

Business

Response:

May 16, 2014

Review: On Tuesday august 12, 2014 I stopped at the Cricket store located at [redacted]round 1:45 pm to ask some questions related to my phone, at the time notice a promotion posted in writing in the phones advertising as $50.00 Rebate with the purchase of certain models, I asked the sales person by the name of [redacted] until when was the offer available, he mention that the offer will expire on Sunday august 17. I left the store and I called my parents to inform them about the offer, since cricket was purchased by another company, the current phones will not be compatible with the conversion effective February or March, 2015 and new phones must be purchased.My parents are 70 years old and work for the school district, they dont get paid in the summer and previously we discussed the need to purchase new phones and we decided to buy them until September when they were back at work but since Cricket Morrison had that promotion I called my parents and we decided to take advantage of the promotion and purchase 2 phones advertised for $100.00 with a $50.00 rebate it will be $100.00 for both phones.They arrived at the store around 2:40 and the 3 of us talked with [redacted] again and ask about the promotion one more time, then we inquire about the plans as well, and we asked him if with the $40.00 plan will allow us to text to Mexico since have family there and [redacted] said yes, then we purchase the 2 LG Optimus L70 for $100.00 each plus the activation fee with a $50.00 rebate and the $40.00 service plan on both phones. The purchase was charged to my mothers debit card at 2:52 pm, and we left the store. We never received any information from [redacted] in reference to the rebate process at any given time.45 minutes later we notice that we were not able to text to Mexico and we return to the store, [redacted] explained that the $40.00 plant does not include international texting when 45 minutes before he said that it was included. We decided to upgrade to a $50.00 plan in one on the phones. Again [redacted] never explained the rebate process nor provided with any forms or instructions the only thing he mention is that the rebate will take from 6 to 8 weeks to arrive.On September 9, 2014 at 6:45 pm I stopped at the store to inquire about the rebate, I was asked by the sales person if I had mailed the rebate form and the serial number from the bottom of the box, I told her that I was not aware about this process when we purchased the phones by [redacted] , she explained the process and said that if by the next day will bring the boxes she will be able to help me fill out the rebate forms and guide me thru the process, but it had to be done the next day due to a dead line. I walked out the store and called my parents immediately, they decided to drive from from San Benito to Brownsville, and take care of the situation due to the dead line of the process. They arrive the store at 7:30 since closing times at 8:00.When they arrived the store with the boxes and the purchase receipt they were informed by [redacted], that the LG optimus L70 had no rebate or promotion at the time of the purchase and there it was nothing she could do about it. I Called the next day and spoke with [redacted] and ask about the matter and he said to mail the rebate form to cricket anyway maybe the will send the rebate (see form attached, that specific model is not on the list) and then for me to call Cricket and ask them to resolve the problem, when the problem was not originated by cricket but from himself. I ask [redacted] to speak with a manager or supervisor and he said that [redacted], the supervisor/Manager was busy, he took my contact information and mention that she will call me back. I waited for [redacted] to return my call, since she never did, I decided to call her, I called several times that afternoon but I was never able to speak with [redacted]I called again on September 10 several times during the day but I was not able to speak with [redacted], then I decided to visit the sore around 7:00 pm and speak in person with [redacted].I explain the situation to [redacted], that we saw the advertisement showing the promotion and that we wanted to take advantage of it, that we were never explained the rebate process and the we had no need to purchase new phones until next year, but since [redacted] mention the promotion we wanted to take advantage but according to [redacted] that promotion never existed. I informed [redacted] that false advertisement is considered Fraud and I requested for the store to be accountable for their employees mistake and honor the rebate or compensate me and my family in any other way. [redacted] told me that that decision was not up to her that she nee it to consult with the store owner. [redacted] called the owner and explained the situation and asked about the possible solutions to the problem, the owner said that the promotion was not posted on the phone and that she was not going to do anything about it, I told [redacted] I was not a layer and my parents were witnesses about the sign being posted on the phone and in addition we were told by [redacted] about the rebate and the last day of the promotion and that was the reason why we purchased the phones that same day to take advantage of something that never existed.This is the reason why I will like to file this complaint, I believe false advertisement and taking advantage of consumers is not an honorable way to do businessThank you for your prompt responseDesired Settlement: I want the store owner from Cricket store located at [redacted] to be accountable for the employee mistake and compensate me in any way possible not just denying my request and call me liar.

Consumer

Response:

I'm the account holder, the account is under my name and I pay the service. The phones are used by my parents. Let me know if you need additional information. Thank you

Review: I bought a phone and was promised as part of the purchase a $50 mail in rebate. I complied with all the conditions and sent in all the proof of purchase from the box and the receipt and rebate form. I got a rejection slip today saying CTN was not found. No explanation of what the CTN was and the rebate form did not ask for it.Desired Settlement: I want the $50 rebate that I was promised. Your company promised this and it was part of the reason I bought the phone.

Business

Response:

November 4, 2014

Review: I could not get on line to change my visa information-I couldn't reach a person to talk to. The worst cell phone company I have ever used.Desired Settlement: they need to be more accessable to the public and improve their customer service.

Business

Response:

December 9, 2014Revdex.com

Review: I had a LTG Thunderbolt phone that wanted to get CRICKET WIRELESS service on. I spent $40 for the flash, $34 (set up fee) and $45 for the unlimited CRICKET SERVICE. The representative selling CRICKET SERVICES never told me that the service may not work by flashing my LTG phone to CRICKET. I paid a total of $115.00I came to my home and made my very first call, the quality was so bad, I couldn't hear the person on the other end. I kept saying "HELLO", then the call ended. I tried at least six times to call this person back to have a conversation, but could not. The calls kept on dropping instantly. I did not get the service I paid for. Not even one phone call!I couldn't believe it! I wanted to cancel. So, I called CRICKET customer service and asked them if they train the people who sell their services (3rd party vendors), about transparency, letting clients know about various phones and adding CRICKET services. It does not state in CRICKET'S policy that CRICKET'S third party vendors selling CRICKET services that they must inform clients that non-cricket phones DO NOT work with CRICKET SERVICES. After speaking to four CSR's and finally reached the refund Dept. The CSR at the refund Dept. asked me if I paid cash, CC or check for the service. I told him I paid cash. He said I don't think I can refund your $$ back, he put me on hold for a while only to say "NO" we won't refund your $$. I said I wanted to speak to the Manager. The manager said he would send me all the information to my e-mail address and the $45 refund would take 1 week to 10 days. I have never received an e-mail yet from CRICKET, nor any refund. This company must be stopped! They are ripping people off left and right. I'm unemployed and can't afford to throw away $$ like this. I need a phone and service in order to get a job Please help and please view the reviews about this company. You will see the complaints are in the hundreds! here's only one website for your review-[redacted]Desired Settlement: P.S. Here is the address I flashed my phone at: [redacted]/CRICKET/[redacted](between [redacted] Neighborhood: [redacted].I would like to proceed with a CLASS ACT lawsuit against CRICKET COMMUNICATIONS for the sake of all those poor people who will and are currently receiving little or no service from CRICKET.There needs to be more implementation of regulatory and quality assurance policies when it comes to these companies.

Business

Response:

July 2, 2013

Review: [redacted]I FILED NUMEROUS COMPLAINTS AGAINST CRICKET WITH [redacted] IN THE PAST RE SALES, CUSTOMER SERVICE ISSUES. NEVER RESOLVED. HOWEVER, I WAS STILL ABLE TO GET THE BEST RATES AND PAID A LOT FOR MY PHONE, SO I HAVE STAYED WITH CRICKET. [redacted]ABOUT 2 WEEKS AGO, AFTER USING MY ORIGINAL PHONE SINCE I SIGNED UP WITH CRICKET, THIS ORIGINAL PHONE FINALLY BROKE. NOT UNDER WARRANTY ANY LONGER, I DECIDED TO TRY TO FIND A LOW PRICED [redacted]NEW[redacted] PHONE ON CRICKET'S WEBSITE. ON JUNE 18, 2013, I WENT TO BASIC PHONES AND THE ONLY ONE LEFT WAS THE KYOCERA KONA. ($59.00 MINUS 2 DISCOUNTS, MAKING FINAL PRICE 29.99. **NOWHERE ON THE WEBSITE OR WITHIN THE DESCRIPTION OF THIS PARTICULAR PHONE DID IT NOTATE THAT IT WAS REFURBISHED. IN THE DESCRIPTION, IT ALSO STATED THERE WAS A CHARGER, BATTERY AND USB CORD TO TRANSFER PHOTOS INLCUDED. [redacted]I DECIDED TO PURCHASE THIS PHONE, BELIEVING IT WAS NEW. (I DO NOT PURCHASE USED ELECTRONICS AS THERE ARE TYPICALLY MANY PROBLEMS ASSOCIATED WITH USED ELECTRONICS. [redacted]AS I DO NOT HAVE A VEHICLEK I NEXT RODE TO THE PHONE BOOTH TO CALL CRICKET WITH MY QUESTIONS. (KEEP IN MIND THE PURCHASE WAS MADE AT THIS POINT, THE MONEY TAKEN FROM MY CREDIT CARD) **I CALLED CRICKET CUST SERVICE AND ASKED THE REP IF THE PHONE I PURCHASED WAS NEW. SHE ABSOLUTELY ASSURED ME THAT THE PHONE I ORDERED WAS BRAND NEW. I WAS RELIEVED. [redacted]UNBELIEVABLY, THE PHONE ARRIVED THE VERY NEXT DAY. **WHEN I OPENED IT UP, I COULD TELL BY ITS EXTERIOR THAT IT WAS NOT BRAND NEW. **ALSO, THE USBE CABLE WAS NOT INCLUDED AS DESCRIBED ON THE WEBSITE. **I CHARGED IT UP TO ACTIVATE IT; **I IMMEDIATELY NOTICED THAT NOT ALL THE NUMBERS ON THE KEYPAD WERE LIT UP. I REALIZED THIS WAS NOT A NEW PHONE. **ALSO, THE PHONE GETS VERY HOT AFTER 5 MINUTES OF TALKING. [redacted]WHEN I WENT TO THE CAMERA TO TRY IT OUT, I NOTICED THAT PORTIONS OF THE SCREEN WERE BLOCKING THE PICTURE VIEW; IT IS WATER!!!!!CRICKET SENT ME A DAMAGED, WATER DAMAGED, USED PHONE!!!OH MY GOD! I CANNOT BELIEVE THIS.I AM ALSO THE 3RD OR 4TH OWNER AND SAYS BAD ESN I CHECKEDDesired Settlement: WHEN I CALL CRICKET, THEY HOOK ME UP TO A RECORDING THAT TELLS ME TO GO TO THE NEAREST CRICKET STORE FOR REPAIRS; THEY WILL NOT LET ME SPEAK TO ANYONE ABOUT THIS PROBLEM I CHECKED ESN ONLINE; BAD AND I AM 3RD OR 4TH OWNER. I WANT A BRAND NEW PHONE FOR FREE; EITHER THIS MODEL OR MORE EXPENSIVE AND THEY NEED TO PAY FOR RETURN SHIPPING AS THEY LIED (INVOICE SAYS IF PHONE IS WATER DAMAGED (AND they SENT ME WATER DAMAGED), THERE IS NO REFUND THIS IS DECEPTIVE AND STEALING AND TAKING ADVANTAGE

Business

Response:

July 3, 2013

Review: I purchased a cricket muve music phone on march 8th 2013. I paid $100 for the phone plus all the taxes. The first couple weeks is when I noticed there was something really wrong with my new phone it would heat up to the point where it was untouchable and the charge would never last a full day. So I took to a cricket wireless store and thats where they replaced the battery informing me that would fix the issues with my new phone. Quickly I learned that all the problems were still there. Heating up and having to charge my phone 7-8 times a day. During this time the screen did have some damage to it, a couple cracks. So I was told by a cricket employee that they couldnt help me unless I paid $70 dollars plus the shipping costs to get a new phone. My phone is defective from the inside, I feel a phone shouldnt heat up like that. It is very dangerous for only owning this cricket phone for 4 months so far and having problems since day one.Desired Settlement: I was told by a cricket employee that I would have to pay $70 plus shipping costs in order to recieve a new phone. I dont mind paying a small fee but not the full $70 dollars when I just purchased the phone for $100 a few months ago and it was clearly defective before I purchased it. I would just like a phone that doesnt heat up and can hold a charge efficiency.

Business

Response:

August 1, 2013

Review: I have been charged for mobile insurance on my husbands cell phone. Neither my husband or I authorized that change to our account. In may 2013 I called to ask why my bill had jumped and I was then told about the insurance places on the plan. I then asked for it to be removed. The insurance has not been removed and they won't credit my account the 30$ that has been charged over the months. When I spoke with the "supervisor" today he informed me that when I did call in May, they had no access to my account. I'm more upset today about it because I had a problem with one of the representatives in February and had them remove a charge they had posted on my account due to activating my husbands phone, at this time was when the "insurance" was added! I'm extremely upset about this because they do have all access to everyone's account. This should not be a problem with cell phone companies!!!Desired Settlement: $30

Business

Response:

August 13, 2013

Review: I arrived at this stores location to purchase a phone that they had advertised for $19.99. My wife and I were in the middle of buying the phone then all of a sudden the employee leaves us and makes a phone call, and then returns saying she cannot sale us the phone at that price. I explain to her that she should not have had that price posted on the phone she said she did not have time to change it since it just went in effect. This went in effect after we arrived there.Desired Settlement: Punished or warned not to engage in false advertisement.

Business

Response:

August 19, 2013

Review: My cell phone bill is $45.38 each month but as of 9/3/2013 I have a credit of $45.38. Cricket wireless ACH DEBIT from my debit card ending in 2148 of $90.76,CONFORMATION #[redacted]. I did not authorize this payment to be ACH DEBIT .I WANT MY $90.76 CREDIT BACK TO MY DEBIT AS SOON AS POSSIBLE.Desired Settlement: Refund $90.76 back to my debit card and Cricket Wireless is NOT TO ACH DEBT FROM MY CARD EVER AGAIN! !!

Business

Response:

September 5, 2013