Cricket Communications Inc

Review: I have a month to month payment plan with Cricket. Payment due date is the sixth of each month.I did not make a payment on August 6, 2014 and Cricket terminated my service on August 8, 2014. Cricket employee [redacted] (I.D. [redacted]) admitted that I did not receive any service for the month of August.On September 1, 2014, I paid Cricket $51.00 and Cricket stated that payment was for the month of August. Cricket charged me for service "not" rendered for the month of August.Desired Settlement: Refund $51.00 for services not rendered during the month of August 2014

Business

Response:

September 15, 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 refund for his Cricket services. In his complaint, Mr. [redacted] states that his payment made on September 1, 2014 was applied to the past due bill for August and not for the current month of September. Mr. [redacted] is requesting a refund for the amount paid.

After reviewing Mr. [redacted]’s account, it was found that his service was interrupted or “hotlined” on August 8, 2014, due to non-payment. When a customer is hotlined, they are still able to send and receive text messages, but their talk and data services are interrupted until payment is made. Mr. [redacted] made a payment on September 1, 2014 in the amount of $53.00 (including a $2.00 payment fee) which was applied to his bill of $51.00, due on August 6, 2014. This payment allowed him service until September 6, 2014, when his next bill was due. Mr. [redacted]’s account notes do not reflect any requests to cancel service during this time.

Per our Terms and Conditions of Service, 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 will be forfeited. Cricket’s Terms and Conditions can be found at www.cricketwireless.com/terms and Cricket recommends all customers check our website from time to time as these Terms & Conditions may have changed. These Terms and Conditions require the use of arbitration and an individual basis to resolve disputes, rather than jury trials or class actions. These Terms and Conditions limit our liability and the remedies available to you in the event of a dispute. Based on these Terms and Conditions Cricket will not be providing a refund for Mr. [redacted]’s 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.

Regards,

I am not satisfied with the response from Cricket. The entire bill for August was $53.00 and was due on August 6, 2014, this would have been good until September 6, 2014. I did not make a payment on August 6, 2014 and on August 8, 2014 Cricket terminated my service.

Review: I placed an order online on Cricket.comOrder Number: [redacted] Ordered on September 4, 2014 Order Total:$93.61.a few days later I got an email that stated. Thanks for Your Order Order Number: [redacted] Ordered on September 4, 2014 Hi [redacted],We've been working behind the scenes to complete your number transfer request with your current wireless company. Sometimes there are issues that happen and we can't complete the number transfer request without more information from you. If you call ###-###-####, a specialist can review the specific errors with your transfer request and get any additional information we may need to make it work and complete your order.In the meantime, we've cancelled your online order and the incomplete number transfer request with your current wireless company. Your bank may take 24-48 hours to restore the funds to your account.I have called every number possible to get my funds back I have spoke to 4 over phone reps and 10 online chat and 1 TL [redacted] who hung up on me and still no was to take the hold off my funds so I can get them back. I have every chat transcript of rude unable to help and when they no longer want to help disconnect the chat.8 tickets and days later no phone or refund. I have called the bank they advised that they have no info on the order being cancelled and cant release funds until cricket sends the a letter stating it was and date it was cancelled and date funds were sent back to the account.Desired Settlement: I would like my funds and of the order for free.I currently have active lines with the old cricket and this order would have been my transition to the new cricket. I have two lines ###-###-#### and ###-###-#### and wanted to port in 2 more lines and complete 2 more phone orders if this can be resolved.

Business

Response:

September 17, 2014

Review: I made in-app purchases that I hadn't received the full product on. When I contacted Cricket Wireless and spoke with a representative I was told that no charges were to be made to my card and nothing would show on my account. Because of that conversation, I made an additional purchase that was supposed to go through. One week later I see that I am being charged on my credit card for all three purchases. I proceeded to contact Cricket Wireless again to discuss the reason behind it. I was then informed that they wouldn't be able to see the purchases made because that is not part of their system and I would need to call a different number and company to get that resolved. If the original employee that I spoke with would have completely informed me of the details I needed to handle my discrepancy appropriately, I would have got in contact with the proper people to handle the situation and no extra money would've been spent. When I spoke with Cricket about, at the very least, getting $8 discounted from my bill due to the lack of clarity and efficient customer service given to me I was simply told no, they had no authority to discount me anything, even whilst knowing that the fault was their own. All the while, I'm having to talk to representatives that spoke to me as if I were an it.Desired Settlement: I would appreciate if Cricket Wireless could discount my bill the money that I spent after speaking with one of their employees who did not properly inform me of the actions I would need to take to resolve and be sure of the resolution to my original problem.

Business

Response:

September 18, 2014

Review: I went to Cricket to reactivate a phone I purchase in dec 2012 from them. I stopped service in March 2013. The salesperson told me if I wanted the music download function I needed to upgrade my service package to the unlimited package which I did. When I got home about 20 minutes later I realized the phone did not work. I called technical service and then informed me this phone cannot work to full potential on their network any longer. I then asked for a refund because I could not use the service I paid for. They told me NO REFUNDS. Next day I called the store. I was given the same reply. I explained the salesperson misrepresented the service and I had paid for something I could not access. The manager refuses to call me. I cannot get any remedy to a situation I identified within an hour of happening.Desired Settlement: I would like a total refund of the 82.94 which was the service and activation fee

Business

Response:

September

22, 2014

Revdex.com

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 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 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 purchased a cell phone for my minor and he has had this phone for over 2 years and he lost his so I replaced the phone and the replacement information was sent in for the $50.00 rebate and I have not received it as of four (4) months now. My son acted up and I turn the phone off and I use it as leverage then I would turn it back on when he gets it together. I lost the phone number of [redacted] and I turned it on again [redacted] and I have not received my refund. It has been processing for over 4 months and that is not what was told to me by the supvisor that returned my call and placed me back on processing. Home [redacted] my son.Desired Settlement: Refund only

Business

Response:

October

16, 2014

Revdex.com

Review: The company was highly recommended, so I bought a basic phone on Sept. 12, 2014, everything works but cannot retrieve my voicemail messages from the cell phone. Went back to the store on Sept. 19, 2014, but all the Store Manager did was called Customer service, who gave me a ticket number and told me the problem would be fixed in 2 days. I visited the store again on Sept. 24, 2012 to be told by the Assistant Store Manager that she could not help me, to call Customer Service. Called Customer service on Sept. 24, 2012 to be told that the case was being looked into, but would take 5 days to resolved from the first day issue was reported (9/19/14). Called on Sept. 26 and was told that Customer service would call me with an answer. Called on Sept. 28, 2014, was put on hold, then disconnected and have yet to received a resolution to my voicemail issues. I hate to use the phrase, "you get what you pay for". . .I am very upset and sick of today's Customer Service, speaking to others in another country and get nothing resolved.Desired Settlement: For Cricket to give me an upgrade cell phone at their cost and keep my present service of $25 a month for unlimited calls and text, or refund my money for the phone.

Business

Response:

October 14, 2014

Review: I place 4 orders with Cricket. one phone and 3 sim cards I also had to pre purchase a month in advance of service for each line to be able to complete the order.. They claim one of the numbers cold not be ported. We all have the same service. I immediately tried to cancel the other orders. They were running a promotion that required all 4 lines be acive. I was told I could not cancel any orders. I was told I would have to let the orders ship and than return them. They cancelled 2 of the orders due to porting issues. When I got the orders I called to get the return shipping info. I was on the phone 2 hours transferred 6 times disconnected 3 times was sent back to the same person 3 of these times who Asked "why did they send you here". It was than that I was told that sim cards were non refundable. And I would also be charged a $25. restocking fee. After I posted a comment on [redacted]. A rep contacted me and asked me to email them and I would recieve a response directly. After 24 hours still no response. I feel this is a company who is stealing from their cuatomers. I suggest going to cricket wireless on [redacted] just to see the number of complaints. If it is relevant I will give the order numbers for the two orders in question. [redacted] .Desired Settlement: I would like a full refund for both orders. I tried to cancel immediately and was told I was not allowed and than there was the tricky non refundable sim and suspicious $25. restoking fee.

Business

Response:

November 17, 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: Dear sir or madam: I purchased three phones from Cricket and fulfilled all rebate obligations/instructions. Of the three phones only two were addressed as incomplete and rejected by Cricket. The third rebate was never addressed. Cricket stated we failed to include IMEI (Barcode. This is untrue.Sincerely yours,[redacted]Desired Settlement: $50 for each phone in a rebate Visa card that is good and current to total $150...

Business

Response:

December 9, 2014Revdex.com

Review: I purchased a Motorola G from Cricket's website on 9/9, and the phone said it had a $50 rebate for purchases between 7/11 - 9/11. The link to the rebate is here. https://www.cricketwireless.com/content/dam/aio/Support/rewards-rebates/cricketw...⇄ activated the phone later that month on 9/27 and submitted the rebate on 9/29. They denied the rebate saying I activated the phone outside the rebate requirements, but the rebate only states I need to PURCHASE the phone within the specified dates, not activate it. They changed their terms and conditions of the rebate to deny me. I called them and they refused to budge, insisting the rebate is based on activation date, which is not mentioned anywhere in the rebate.Desired Settlement: I would like my $50 rebate, which met all conditions on the rebate form.

Business

Response:

December 12, 2014Revdex.com

Review: I do not have the service set up yet, but I attempted to purchase a black Friday special online and the screen froze on the payment screen. Apparently, it still charged my account and in fact did so eight times. I have been redirected to several people and departments to resolve the extra charges, but am refused any contact with a corporate office other than online chat where they told me it was my responsibility to have the charges credited back to my account by my financial institution. When I contact my bank, they say I have to wait for the charges to clear and then dispute them. All the while my paycheck is tied up with rent due on Monday and no service representative(including a very impolite and indifferent store manager) is willing to give me any information beyond telling me it's not their responsibility.Desired Settlement: I would like a refund and to end any and all associations with the company. This has been the worst, most infuriating service I've ever had the misfortune to receive.

Review: I was in the dealer cricket store on 2nd street in El Cajon, CA phone number [redacted] when making purchase. They sold me a refurbished phone. They assured me I had 7 days to retrn if it wasn't working. I came back in 2 days later because it does network error and does not connect to the internet very often They told me this happens and towers sometimes are down, and sometimes the phones don't connect. I wasn't happy with that but, ok...I see. So then I finally got a day off because my phone never would connect, and went to the [redacted]. They told me cricket sold me a [redacted] phone for the [redacted] network. This is why it never works. I went by the Cricket store in El Cajon, same as the one I purchased it from, and they told me they were going to definitely get it replaced. Just not immediately. So I leave and wait. I still have not received a phone call, and I called the manager [redacted] at this store and he tells me he's not responsible to help me because he doesn't care that he sold me a [redacted] phone, and there is nothing he's willing to do. and that it is what it is. He said he'd make a few phone calls, but he's not 'worried about it' and he's not going to take responsiblity. This is not right. Can you help ?Desired Settlement: I'd just like the phone that can work on the cricket network. I was at a Cricket Dealer service center, and they made a mistake. I'd just like the Cricket phone.

Review: I went to the cricket store today to resolve an issue with my plan change that was not correct, while speaking to the sales associate I asked him why I have never been able to access the Muve Music that comes with my plan I told him that I purchased the phone new at another cricket store he removed the SD card from my phone and told me that I had the wrong card in my phone that the phones came with another SD as well and should have been included with my new phone , he said that it is the only way to get access to the unlimited music included in the plan I told him that the salesperson at the store told me that in order to receive the muve music that I would have to pay extra for it and I did not get the SD that goes with the phone it was not in the box. he showed me what the disc looks like and that it cost $20 I said I would take up that issue with the cricket store where I purchased it , my phone was on the counter and the grabbed my phone to put the card in also in the process I was paying my bill. while I signed my credit receipt I thought he was putting the disc back in my phone I did not realize till I was home and over 30 miles away that my SD was not in my phone. I called the store and told the salesperson who answered what had happened she proceeded to laugh and said what salesperson helped you I gave the name off the receipt she said he is at lunch when he gets back I will ask him and call you back, I said I do not live close by could you mail it to me , she sure could you hold I will call him, she came back on the phone and informed me that he told her he did not have it and that I needed to come back to their store and they would givSDesired Settlement: I not only want the SD card that was lost but I also want the proper SD card that should have come with my phone to access the muve music that I have been paying for since March 2013 and could not use because I did not get the proper disc.

Business

Response:

June 25, 2013

Review: On July 2, 2013 I contacted 1-800-Cricket to inquire about cell phone service. During my call, I spoke with a sales representative who reviewed cell phone service plans with me. Initially, I was not interested in any of the plans, but then she told me about a special promotion that included two lines of service for $65 per month,plus taxes and fees. This promotion took $15 off the normal monthly rate for two lines, plus an additional $5 off per month for using AutoPay. I repeatedly asked to see the promotion in writing, in order to review all the terms and conditions, but was told nothing was available in writing. Eventually, I spoke with a supervisor who verified the promotional pricing and reiterated that nothing could be provided in writing because the promotion was for over-the-phone customers only, and not available online, or in stores. She assured me that the promotion was legitimate and even promised a 30-day money back guarantee if I wasnt satisfied. Based on the prices outlined above, I purchased service and phones from Cricket. But less than 1 hour after the order was processed, I became concerned when I noticed the amount charged to my credit card exceeded the quoted prices of the service plans, phones, fees and taxes. I tried calling Cricket back the very same day to get an explanation of charges, but no one at Cricket would provide me with an explanation, so I decided to cancel the service. I called Cricket once more (still the same day order was placed) to cancel service, and was advised to refuse delivery of the phones, and once received back at Cricket, a refund would be issued. I did exactly as instructed and refused UPS delivery so the phones could be returned to Cricket unused, unopened and un-activated. The UPS tracking # [redacted] indicates the phones were received back at Cricket on July 8th. I called Cricket back, but then was told I would not be getting my refund as promised, nor would the service be disconnect unless I first agreed to pay Cricket $112.Desired Settlement: The charges posted to my credit card exceed the costs quoted to me by the sales representative. I was promised a 30-day money back guarantee. I did not start or use the service (the phones were never activated), and the phones were returned to Cricket unopened. For theses reasons, I believe I am are entitled to a full refund and disconnection of the service effective July 2, 2013.

Business

Response:

July 17, 2013

Review: I purchased a new Cricket phone from their local store. I asked if the service would be better since my old phone was flashed and told it would be.The service was the same as before. That wasn't the main issue, though. Not even a week after buying it the phone wiped everything on its own and went back to the factory fresh settings. I lost everything I put on it. This was on a Sunday. The Cricket store wasn't open so I went to a local [redacted] store and swapped providers.On Tuesday I went to return my phone and was told I couldn't because I was no longer using Cricket. The receipt mentioned the conditions that needed to be met to return a phone and that wasn't one of them. Neither was I told about this when I purchased the phone. I'm simply looking to get my money back on a product that was defective.Desired Settlement: The phone cost $79.99 and that's the amount I'm asking to be refunded.

Business

Response:

September 4, 2013

Review: I stopped the service on 7/14/2014 .Asked for a refund ,they said no .Only had 14 days into the month.I should be given a refund.Desired Settlement: Refund for service not used .

Business

Response:

July 18, 2014

Review: Two years or so ago I received a text message(the way I am notified of any info from Cricket)stating that they was starting a program to reward the customers that enrolled in the auto bill pay a $5 credit per month on their bill. It stated that if you were already signed up for the program, you still had to call to enroll in the $5 credit plan. I made the call and was told by the rep that I would start to get the $5 credit on my next month's bill. Well I have been paying $62.66 since I purchased my smart phone in 2011 from an authorized Cricket dealer. The breakdown was to be $55 for the unlimited smartphone plan, $5 for the handset warranty, and then fees and taxes. This has went on and I was thinking that it seemed that the bill should have been lower but when I would ask they would say it is enrolled in the auto bill pay and not to worry. I am now ill and my budget is very tight and I called on Friday,10/17/14 to see if I could get a better rate plan as they now have changed their plans due to the merger. I spoke with a lady that stated that I could get the $50 unlimited smart phone plan and then with the $5 credit for auto bill pay a month and the removal of the handset warranty as a new phone is mandatory due to the increase to 4G coverage by March 2015. She stated that she would send me a letter in the mail to state the new changes that have been made and that my bill should run approx. $48 and change. I asked why I had not been getting my $5 credit per month for all these months and she said she would escalate it to the business office and have them to see what the problem was and to correct it and get me a credit total. No response from that call and I called back on Friday,10/24/14 and spoke with a man that was telling me that my bill would be $50 and that I would not be getting the $5 monthly credit as I did not disenroll and reenroll in the auto bill pay. It was escalated again. No response. Now showing my bill $52.55, no $5 credit. The business office will not respond.Desired Settlement: 1)I want to know when the promotion started as they say they do not know when it started and can only give me $10 credit on my account.2)I want their logs checked to see when I called in and who I spoke with after the notification of the offer that told me she had me enrolled and that the credit would start the following month.3)I want a full refund for each month of the time that I have paid the $5 extra that I was to be given credit for monthly.4)I want my $5 monthly started immediately.

Business

Response:

November 13, 2014Revdex.com