Cricket Communications Inc

Review: I recently purchased a cell phone from said business. Phone was damaged by liquid (water). I received a replacement phone after being told that my phone would either be fixed of replaced with same model. I was told last week that I was stuck with the replacement phone that I have received.I was told this by the insurance company,[redacted]. I paid $250 for an [redacted] but received a $200 phone (ZTE), a downgrade of $50. The manager at a satellite store here in [redacted]. spoke with the home office and was told that my phone would be replaced with the same make and model as my damaged phone. But a manager, who did not speak with the home office, stated that I was basically stuck with the replacement. This is bad business in my opinion. Why have insurance? I was told by [redacted] rep that the [redacted] was temporarily out of stock and would be sent the ZTE Engage. I took the phone believing that the [redacted] would be sent when it became available.Desired Settlement: I would like to have my phone replaced with the same make and model as my damaged phone.

Business

Response:

June 6, 2013

Review: I paid $ 73.00 online on 01 June 2013, reference # [redacted], and money was taken out of my debit card account ending in 6713 but was not credited to my Cricket phone account. My Cricket account says'HOTLINED'. On 03 June 2013, I went online and once again paid $ 73.00, reference # [redacted], and money was taken out of my debit card account ending in 3192 but was not credited to my Cricket phone account. My Cricket account says 'HOTLINED'. After making 2 payments of $ 73.00 each, my Cricket phone service is suspended.Desired Settlement: Turn my phone on and correct your system.

Business

Response:

June 12, 2013

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 paid $73.00 online on June 1, 2013. He was provided with the confirmation #[redacted] for his payment but it was not credited to his Cricket account. Mr. [redacted] states that his account was still suspended. On June 3, 2013 he went online and paid $73.00 again, and was provided with the confirmation #[redacted]. Mr. [redacted] states that after making two $73.00 payments, his account is still suspended. He is requesting for his service to be restored and for Cricket to correct their billing system.

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

In reviewing Mr. [redacted]’s account, it appears that there were two payment attempts made on June 1, 2013 and June 3, 2013. Both of these payments were denied, and did not successfully complete. His service was not reinstated because the payments were not received. We are unable to provide Mr. [redacted] with an explanation as to why the payments were denied because payments are processed by Vesta. Vesta is Cricket’s payment vendor and can be contacted at ###-###-####.

A payment was completed successfully on June 3, 2013 in the amount of $73.00. The confirmation number for this payment is [redacted]. This payment applied to Mr. [redacted]’s bill and reinstated his service on June 3, 2013.

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

As

Review: This person used my credit card in a fraudulently manner to obtain service with them. When I call they make like they could not refund my money back to my card. They seem ti think it was against the law to give back my money for something I never ordered or wanted. They need to change their business practice.Desired Settlement: Refund my money back to my card. Turn the service off on the phone it was obtain in a illegal manner. Never render service to that person again.

Business

Response:

June 14, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: Unknown

Dear Sir/Madam;

This correspondence is in reference to a complaint filed by [redacted] regarding unauthorized charges for Cricket service. In her complaint, Ms. [redacted] states that someone used her credit card to obtain service with Cricket fraudulently. She states that she called Cricket for a refund but they refused to assist her. Ms. [redacted] is requesting that her money be refunded and that the service on the Cricket account that was created with her credit card be terminated.

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

Due to privacy laws, Cricket is unable to discuss information regarding accounts associated with fraudulent payments or identity theft. Ms. [redacted] can contact our Fraud Hotline to report the unauthorized use of her credit card, their phone number is [redacted]. We recommend that she also contact her banking institution as soon as possible to dispute the charges. The payment dispute will be handled by her bank and Cricket. Any refund due to Ms. [redacted] will be refunded after the bank and Cricket have resolved the dispute.

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

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I have tried every number available to speak to a customer service representative at Cricket and cannot get to a human voice to talk to. I even spoke to an agent at one of the cricket stores locally in my area and even though she tried she was unable to help me I have issues regarding my account and cannot get in touch with anyone. I even went as far as to call their corporate office and got no answer the phone just rigs and rings. since I have had there service since 2007 I would expect to get better service than that.Desired Settlement: I changed plans and paid a fee and the plan has not been changed still being charged for old plan my service was even suspended because of it I think I should have some credit applied there as well.

Business

Response:

June 20, 2013

Review: I set up a bridgepay request, which means that I pay $34 on my account because I have to numbers and it will stay on for a week. I was trying to make the balance of the payment which was 72.20 and the company took off 106.20 on my credit card. Before I made the payment, I called cricket to verify that if I used the payment method, it would only take out 72.20 on my credit card. After, I tried to make another payment on my card, it declined because cricket took about 34 extra dollars. I talked to several cricket employees and they all told me that they have a no refund policy, even thou a mistake was made on my account. They basically told me that it was too bad. I asked if I could use the $34 for a bridgepay for next month and they said no. They told me that if I find the way to send them the 72.20 again, that they could give me the 106.20 in a couple of days. Otherwise, I would just have to get my money deducted off my account for next month, I have other bills to pay. Every month they find a way to steal peoples money and tell you to keep working with them to get your money back.Desired Settlement: I want my $34 dollars now and I also want the $4 that it cost for them to take out and add on the money from my netspend card. So not happy with cricket.

Business

Response:

July 16, 2013

Review: $I purchased the service via phone through [redacted] in [redacted] on the 20th of July. I live in [redacted] and commute a lot to [redacted]. I was informed that I will have service in my area. I did not have service on either phone and shipped the phones back to UPS 07/26/13. I was told by a representative of cricket at the [redacted] that it shows on the coverage map that I would not have had service. I called multiple times to cricket to get my money back for service that does not work in my area and they will not refund me. Every time I call every representative tells me they do not understand why I was sold service and phones when I would not have service there. The company is also turning into [redacted] which does not work in my area which I was informed by the representative at the cricket in the mall. I told [redacted] and many others at cricket that I spoke to that that company does not work in my area, I can not even make an emergency [redacted] call, yet he still sold me the phones and service. The reason I made this purchase over the phone is because the Cricket stores in my area are not trustworthy. The first cricket in [redacted] Ill by the [redacted] the representative had a sign up that he will be back in 30 minutes. 45 minutes later he never showed up. The following cricket in [redacted] I went to the representative told me he had no phone and he will not get any at all. So I chose to buy them via phone because I did not trust those individuals.The last person I spoke to was [redacted] when I called to cricket and he was suppose to transfer me to someone of higher authority and he hung up on me. The motto for cricket is that if the service does not work you get a full refund. This is illegal and I just want my $291.67 dollars back.Desired Settlement: $291.67

Business

Response:

August 5, 2013

Review: I order a phone online on the july 312013 it cost a total of 150 dollars. That include the phone activation and first month service. But when I went to pick it up on August 2 the phone was not activated. so I came home and call customer service they were no help at the time. the next day I went to 3 different cricket store the one store in middle river maryland the guy behind the counter was not very nice at all he told me the phone was no bought in his store and it was not his problem. so I then went to the store in holland town maryland. the people there were so nice and helpful but the phone could not be activated because the number was locked. they told me in 48 hours it would be turned on. well it was not then I kept calling every day up till today and still no service on the phone I bought and their customer department was not very helpful they were nice but not helpful. I then after 3 day got to speak with a supervisor and he told me he fixed the phone and it should turn on well it did not. so I called again today and when I asked for a supervise again she refused to put on on the phone. so that is were I am now. out a 150 being charged for a service I am not useing and a phone that is no good to anyone. they told me I had to rebuy a new phone and send the this one back. I ask why do I need to buy a new one just send me one that works and i'll send this on back. well they told me that is not how it works. so they left me with no option but to contact you.Desired Settlement: All I want is for them to fix the problem and give me a phone that can be activated. or give me my money back.

Business

Response:

August 13, 2013

Review: On May 24th 2013 I began cricket cell phone service. I did not enter a contract with them, only a month to month plan, However are being deceptive by arbitrarily holding my service to a monthly date of the 24th of each month, disrupting my service if the bill is not paid promptly on that specific due date each month, for example: I began service on the 24th of May, I did not pay the bill on that specific date and my service was disconnected, I paid the bill on the 30th of July, and my service was restored, yet my due date remains on the 24th of each month, so therefore, I'm being billed for days that I did not have usage service and so, I'm being treated the same way as a "contractual customer" would be. This is a predatory and extremely unethical business practice that needs to be exposed, and I wish to file a complaint.Desired Settlement: An apology and that the practice is discontinued due to its deceptive nature.

Business

Response:

August 26, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [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 began service with Cricket on May 24, 2013 under the assumption that he was on a month to month plan. He states that Cricket is being deceptive and holding his service to a monthly due date on the 24th of each month. Mr. [redacted] states that Cricket suspends his service if he does not make a payment by his bill due date. Mr. [redacted] requests an apology and that this practice be stopped.

We apologize to Mr. [redacted] for any inconvenience that he may have experienced due to this matter. Cricket strives to provide excellent customer service at all times and we regret if that high standard was not met.

Please remember that Cricket is a pay-in-advance wireless carrier. The due date on your account is the date upon which the balance for services for the next billing cycle is due. Cricket does not require Mr. [redacted] to sign a contract for a specified length of service, meaning that he can cancel his service at any time. Mr. [redacted]’s account has unlimited minutes included with his rate plan however; if a payment is not made by the due date, services will be suspended. We ask that Mr. [redacted] review our terms and conditions for additional information. They can be found by visiting [redacted]

We thank Mr. [redacted] for his continued business and we trust that this explanation closes 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.

I have reviewed their terms of conditions and cannot find the clause that they are reciting and standing on, furthermore please be advised that I have submitted a duplicate complaint to the [redacted] who I'm sure has more legal expertise with issues of this scope and nature, I do however sincerely appreciate the Revdex.coms attempt to resolve this matter, and appreciate the assistance that the Revdex.com has provided in the past concerning complaints that I have had with bad business practices in the past.

Review: I CALL CRICKET TO ADD INSURANCE ON MY ACCOUNT AND EVERY TIME I SPEAK TO SOME ONE I GET DISCONNECT.WHEN I DID SPEAK TO SOME ONE THEY WAS VERY RUDE TOO ME AND THEY DIDN'T WANT TO HELP ME THE REP FROM CRICKET REALLY HURT MY FEELINGS ALSO DROP CALLS AND TEXT MESSAGES. PEOPLE NOT GETTING MY PICTURES ALSO TEXT MESSAGES and the rep I talk to since I been going threw that she was going to give me a free month of service and I never got itDesired Settlement: ADD PHONE INSURANCE AND A FREE MONTH OF SERVICE WHICH WAS PROMISE TO ME

Business

Response:

September 16, 2013

Review: I know very little about cell phone plans. But I do know that when someone sells an item to the public the selling price should be set. I paid $97.00 plus for my phone and service. I know other people that got the same phone and service for as low as $75.00. My monthly plan is suppose to be $35.00 but I pay $41.58 each month. I have also sent two people to the Cricket store where I bought my phone. these people bought the same phone and service. these people turned in a card showing that I had sent them to the store. This card was suppose to give me $25.00 off my month bill, but I have not receved this reduction. I have question the store stuff about this situation and been told in September that it would take 40 days to process the cards. I was told in October that it now would take longer to process these cards. I feel as if I have been ripped off. I don't understand why I am paying more for the same service as others, nor do I understand how a business can have a sale program in place and not honor the terms of its promotion.Desired Settlement: I would like to know how some people is gettin information, international calling, internet, and paying only $35.00 per month. this is the monthly plan I thought I was getting. Now I find out that I am not paying $35.00 per month but $41.58, for a service that don't include information, internet or international calling. I would like to know why I am paying more for less considering I am suppose to betting the very same service. I would like to know why I paid almost $100.00 for my phone est.

Business

Response:

October 31, 2013

Review: HI THIS IS [redacted]. CRICKET WIRELESS CUSTOMER SERVICE DOESNT KNOW THE ANSWER TO ANYTHING I SIGNED UP ON NOV 30,2013. I CALLED UP OVER THE PHONE AND ORDER SERVICE. I ORDER THE 35 PLAN WHICH INCLUDES UNLIMITED MINUTES,UNLIMITED TEXT WHICH INCLUDE VIDEO AND PICTURE TEXTING AND INTERNATIONAL TEXTING. I ORDER THE 20 PHONE. WHEN I ORDER IT THEY TOLD ME ITS A GOOD PHONE. THEY TOLD ME THAT THE 20 PHONE DOES NOT ACCEPT PICTRE TEXTING. SO I ORDER ANOTHER PHONE. THE SAMSUNG COMMENT 3 FOR 29.99. WHEN I CALLED THE CUSTOMER SERVICE NUMBER THEY TOLD ME I DONT GET PICTURE MESSAGEING ON THE 35 PLAN. THE EMAIL I GOT FROM CRICKET WHEN I ORDER IT SAYS PICTURE MESSAGEING IS INCLUDED IN THE 35 PLAN. I WENT TO A STORE BECAUSE I DIDNT KNOW HOW TO UNLOCK THE PHONE. I ASK THEM AT THE STORE ABOUT PICTURE MESSAGEING. THEY TOLD ME I NEEDED THE 45 PLAN. COORPORATE TOLD PICTURE MESAGEING COMES WITH THE 35 PLAN. EVEN TECHNICAL SUPPORT TOLD ME I NEED THE 45 PLAN. NOBODY KNOWS THE ANSWER EXCEPT COORPORATE. CRICKET WIRELESS NEEDS TO TELL EVERYBODY THAT WORKS FOR THEM THE CORRECT INFORMATION. I DONT LIKE PEOPLE LIEING TO ME. ALSO CRICKET STORES DONT ANSWER THEIR PHONES. THEY NEED TO ANSWER PHONES. I WANT CRICKET WIRELESS TO RETRAIN EVERYBODY THAT WORKS FOR CHRICKET WIRELESS.Desired Settlement: I WANT A MONTH OF SERVICE FREE. COORPORATE TOLD ME THEY CANT DO IT BUT THATS WHAT I WANT. THEY CAN DO IT IF THEY STILL WANT ME AS A CUSTOMER. IF THEY DONT GIVE ME A MONTH FREE I WILL BAD MOUTH THEM AND TELL EVERYBODY THEY NOT GOOD AND THAT THEY LIE TO THEIR CUSTOMERS. I MEAN THAT.

Business

Response:

December 10, 2013

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 activated service with Cricket on November 30, 2013. He purchased the $35.00/month rate plan and was told this included unlimited minutes, text, picture and video messaging. Mr. [redacted] was then given different information from various representatives stating that picture messaging is not included in his current rate plan. He visited a Cricket store and attempted to contact customer service, but did not receive any assistance with his issue. Mr. [redacted] requests a free month of service for this inconvenience.

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

After reviewing Mr. [redacted]’s account, we have confirmed that his current rate plan does include unlimited picture messaging (MMS). We ask that Mr. [redacted] visit [redacted] for additional information. We have confirmed that Mr. [redacted]’s issue was due to his previous phone not supporting picture messaging. Mr. [redacted] has returned his phone for a refund and purchased a new phone that does support picture messaging.

Per our return policy for online orders, Cricket allows returns of phones and broadband devices purchased within 30 days of the ship date. All devices must be returned in ‘like new’ condition. Upon receipt, Cricket will inspect the returned items and process a refund as needed. Please note, refunds may take up to 30 days from the date of receipt. If he has not received a refund within this time period, we ask that he contact Mycricket.com support at [redacted]. Additional information about our online return policy can be found online at [redacted].

Regrettably, we are unable to issue Mr. [redacted] a free month of service. However; we are able to issue a $15.00 courtesy credit on his account for the inconvenience that he experienced during this process.

We thank Mr. [redacted] for his communication and trust that this action 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 find that this resolution would be satisfactory to me.

I will wait for the business to perform this action and, if it does, will consider this complaint resolved. please let me know when they will credit the 15 to my account.

I ORDER A PHONE ON NOV 30 203. I DIDNT KNOW THE PHONE DIDNT GET PICTURE MESSAGEING ON IT. I ORIGINALLY GOT THE 20 PHONE FROM CRICKET. I SENT THE PHONE BACK TO THIS ADDRESS FOR A REFUND [redacted]. I SENT IT THROUGH POST OFFICE TRACKING NUMBER [redacted]. POST OFFICE TRIED DELIVER IT ON SAT DEC 7. THE BUSINESS WAS CLOSED. THEY LEFT A NOTE AT THE BUSINESS THAT THERE WAS A PACKAGE. ON TUES NOV 10 I CALLED COORPORATE AND TOLD THEM ABOUT MY SITUATION WITH THE PHONE. COORPORATE TOLD ME THEY GOING TO SEND A MESSAGE TO SOMEBODY WITH THE TRACKING NUMBER FOR MY PHONE AND FIGURE OUT HOW TO GET IT. ON DEC 12 I CHECK THE TRACKING NUMBER AND ITS STILL HASNT BEEN PICKED UP. MY PHONE NEEDS TO GET PICKUP RIGHT AWAY. CRICKET WIRELESS SUCKS. I NEED A MONTH FREE BECAUSE NOBODY DOES THEIR JOB AND THE PEOPLE LIE TO ME. MY PHONE NEEDS TO GET PICKUP RIGHT AWAY.

Review: I purchased a phone that I used for 40 days. I took it back to the cricket store where the employee acknowledged the known defect of the particular model in question. Instead.of resolving the issue, the employee saw this as an opportunity to make a sale. I contacted the manufacturer (HTC) but I did not receive a response. I waited a few more weeks and contacted the manufacturer again and they referred me back to cricket because it's a warranty issue. I contacted Ivey at the nw 23rd.location where she instructed me to bring the phone in for an in store exchange. I waited an hour for another employee to tell me there is nothing he can do because the phone was not active on the account. Of course its not active on the account, it stopped working. Had I known this was.the proper channel to go through initially I would not be in this situation.Desired Settlement: I would like to have the warranty honored. I want what I was told over the.phone.

Business

Response:

December 19, 2013

Review: Cricket Wireless Customer Service repeatedly gave me incorrect information this weekend. I've used the service in a roaming area several times. This weekend, Cricket Customer Service told me that Roaming was not an option, however I determined that it was an option and I added $40 worth of roaming coverage to my phone after a Cricket Wireless Customer Service Representative told me that I could drive to [redacted] (a Cricket coverage area) and program my phone. Upon getting to [redacted], I could not program my phone.. So, I spent another $20 on a calling card and called Cricket and was told I'd have to drive to [redacted] to program my phone. Needless to say, I had to purchase another phone from another carrier and Cricket refused to refund me the $40 roaming. I got an email today saying that the $40 was non-refundable? It should not be non-refundable since the phone wouldn't work and allow me to use the funds. Cricket misrepresented where I could use their phone. They misrepresented how I could use their phone and they misrepresented how they would handle my issue. This weekend I was told that I would be credited my $40.00. I wasn't told that I might receive an email saying my request was denied. Cricket Customer Support are acting as representatives of the company and when they make a statement that you will receive your $40 refund, then Cricket must abide by those terms.Desired Settlement: I would like my $40 refunded to me.

Business

Response:

January 31, 2014

Review: The cricket located on[redacted] is so unhelpful I want to discontinue my service. For three days I've been trying to get approved for a phone, but it's always something else with them. None of the workers wanted to help me, and kept telling me to bring in two pay stubs & two bank statements. Once I brought that in one of the employees pretended to fax my information over and let me believe she tried to help. After I called [redacted] to confirm my application was being processed they told me they haven't received anything. I'm fed up with them it's been three days since I had a functioning phone because of the laziness of that branch. It's very inconvenience for the customer, and let's me know what type of company Cricket Wireless truly is. Why should anyone pay for terrible customer service? If I'm a customer and I need it I should be helped. It's their job to assist me.Desired Settlement: Not only do I want a refund for this monthly bill I just paid, I want them to be professional, do their jobs and send over my paperwork so I can receive my phone.

Business

Response:

March 19, 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 a Cricket store. In her complaint, Ms. [redacted] states that she visited a Cricket store and attempted to purchase a new phone. She was trying to get approved for the purchase but the store employees kept asking her for her pay stubs and her bank statements. When she called the financing company [redacted], she was told that they have not received any faxed documents from the store. Ms. [redacted] states this process has been very inconvenient for her. She is requesting a refund for a month of service and for the store employees to act professionally. She requests that the store submit her paperwork so that she can receive a new phone.

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

Ms. [redacted]’s complaint was forwarded to the operations manager in her area. He contacted Ms. [redacted] and confirmed that her concerns have been resolved. We value her feedback and it will be used to identify any training opportunities within our store locations. We are unable to issue a refund for her monthly service, but we have issued a $25.00 courtesy credit to her bill.

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

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: Upon information and belief, Cricket strikes again and engages in deceptive/unfair business practice(s). This consumer complaint follows.

I particular, I have been a Cricket customer for over one year. To date, I have never received my rebate.

Additionally, as a direct consequence for Cricket over-charging practice - done by its representative's use of incorrect billing address for [redacted] continued eligibility - I recently tried to make payment on this prepaid cell phone service account. The relevant cell number is [redacted].

However, when attempting to make online payment, I was denied access to my account.

As further relevant here, I did not receive any reasonable and prior notice via cell phone text message nor email stating that my account had been terminated or otherwise restricted.

These complaint(s) are timely filed, in which Cricket does not generally respond to email sent from Revdex.com's website, which may state a separate and distinguished consumer complaint. Thank you.Desired Settlement: Respectfully request the following relief:

1. For this Revdex.com serve Cricket with complaint for business reply;

2. For immediate and continued restoration of all cell phone services for period of one (1) year to include prepayment award with regards to Cricket's unfair business practices; and

3. for any other relief fit in the premises.

Business

Response:

April 7, 2014

Review: I am contacting you because Cricket Communications does not provide dependable service. I have had to contact their [redacted] Support Dept. for ongoing issues about not being able to connect to certain local numbers. This has been an ongoing problem. They fix the problem with certain numbers and then down the road I find other numbers that I cannot connect to. Therefore, I am paying for service that is not dependable.Then, what I am most infuriated about is that they had applied a lifeline credit of $10.00 to my account some time ago. After about a year or so, I was given a number to call and refiled for the benefit. After a few months I was told that they were removing my life line credit and that I never updated the information, which was not correct. There was no phone number I could contact about this. Then after I expended so much time and effort into trying to get reinstated into the program, I had to go to one of their full service stores that was very far from my residence. I did this and everything seemed to be taken care of and lifeline credit was applied. I am now finding out only because I got a text message from Cricket stating that someone made a change to my acc't and if I did not authorize a change to call them. When I called, I found they had removed the lifeline credit again and had no further information. How do they continue to operate a business like this? I am apprehensive about getting a new company because I have heard that they do not readily transfer service and your phone number to another company. Cricket never communicates anything my mail, which they should be forced to do!!!!Desired Settlement: I want Cricket to resolve the issue of my life line credit because I cannot keep on running all around due to their lack of competency. If I provided all the information and they applied the discount, why are they removing it with no explanation. Then they tell me to call a number about this but the last time they provided a number I was then told there was no number that I can contact about this. This appears fraudulent and needs to be thoroughly investigated and rectified.

Business

Response:

April 7, 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 that

Cricket contacted her regarding her Lifeline discount. She received a text

message stating that changes were made to her account and that the Lifeline

credit would be removed. Ms. [redacted] states that Cricket has not been of

assistance to her and requests that her Lifeline credit be applied to her

account.

We apologize to Ms. [redacted] for any inconvenience or poor service she

felt she received. Cricket strives to provide excellent customer service and we

regret when that high standard is not met.

According to our records, the Lifeline discount was removed from Ms.

[redacted]’s account on March 30, 2014 due to account changes. On April 7, 2014,

the Lifeline discount was added back to Ms. [redacted]’s account, and she will

receive a $10.00 discount each month. A courtesy credit of $25.00 was applied

on March 28, 2014 for time without service and the inconvenience that Ms.

[redacted] experienced.

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

properly addresses her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution as far as reinstating the $10.00 lifeline credit would be satisfactory to me.

However, as noted in the Cricket Communications response to the Revdex.com, the issue of not being able to connect to many phone numbers has not been addressed and they state, "that the lifeline discount was removed due to account changes". My question is now who made these account changes, as I am not aware of any made on my part?

I will wait for the business to credit my bills going forward with the $10.00 life line credit and, also want Cricket to address what is being done on a permanent basis to correct the problem(s) I am having with connecting to many phone numbers in my own local area.

In light of the above, if Cricket Communications effectively addresses and rectifies these issues listed above, I will consider the complaint resolved.

Regards,

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.

Dear Ms. [redacted], I received a response today from the company that you provided. However, it was misleading since it appeared that, although I agree with Cricket Communications reinstating my $10.00 Life Line Credit, there was another issue that they failed to address in my original complaint. That was the fact that there have been several numbers in my local calling area that have not been able to connect.

Review: I bought the samsung phone online to be used with cricket wireless.Paid for the first month phone worked fine when I paid for the second month on March 21,2014 phone still worked until April 3,2014. The phone froze at the cricket start up screen. Called Samsung on the 5th of April they told me the phone was still under warranty which they fixed for free. Now I called cricket on April 9,2014 to let them know the phone was not in use it was being fixed. Talked to the rep who said he would put the account on hold till I recieved the phone back from Samsung and I would recieve a $25 credit toward the account for the remaining time.Well I recieved the phone back on April 22,2014 I called cricket to activate the account and recieve the credit but now another rep says they're no notes regarding any credit and I must pay full $50 to activate. After explaining everything to her the rep told me all they could do would be a courtesy $15 for the remaining time. I let the rep know since they record there calls to listen to the call from April 9,2014. The rep told me they would but nothing could be done for me.Desired Settlement: I would like a refund for the time the phone was not in use from April 3,2014 to April 21,2014 which the month ended

Business

Response:

May 1, 2014

Review: I switched providers from cricket to another company on 4-4-2014. My April payment for cricket was already paid by automatic withdraw from my account on 4-1-14 I called cricket on 4-28-14 to inquire about my refund I was informed they do not give out refunds even if no services were rendered. When I called to have the service disconnect I was not informed of this informationDesired Settlement: I want my money back that was stolen as they rendered no services and have no legal right to keep money without providing service.

Business

Response:

May 14, 2014

Review: My finance got a Cricket engage cell phone for a Christmas gift and it was having some problems so we called up and they said it would be 20 dollars for a new one so we paid the 20 dollars we then got the new phone activated it and after having it for only 3 days it stopped and they told me there was a problem with the phones operating system and then want me to pay another 20 dollars that I dont have.Desired Settlement: I want a new phone it is not my fault this happen and I will not pay no more money to cricket and I will take my business else were. Thank You Very Much please let me now what is going to happen thank you again. if nothing happens I will leave cricket and ever us it again and im a loyally customer.

Business

Response:

May 14, 2014

Review: CALLED IN TO SPEAK TO SOMEONE IN CUSTOMER CARE ABOUT EXTENDING THE PAYMENT ON THE ACCOUNT JUST FOR ONE DAY SO THAT I COULD GET INFORMATION ABOUT A DEATH IN MY FAMILY...WAS DENIED THE EXTENTION AND ACCEPTED THE FACT THAT THEY WERE NOT ABLE TO DO THAT BUT WHEN I ASKED TO SPEAK TO SOMEONE IN UPPER MANAGEMENT THE SUPERVISOR THAT I WAS SPEAKING WITH DENIED ME THE RIGHT TO SPEAK TO SOMEONE IN UPPER MANAGEMENT. INSTEAD OF HIM GETTING ME OVER TO SOMEONE IN UPPER MANAGEMENT THE SUPERVISOR ARGUED WITH ME ABOUT THE PAYMENT ON THE ACCOUNT EVEN THOUGH I HAVE ALREADY AGREED TO MAKE THE PAYMENT ON THE ACCOUNT THE DAY I GET PAID. SO THE SUP ARGUED UNTIL I GOT FED UP WITH HIM REPEATING THE SAME THING OVER AND OVER AND NOT LISTENING TO WHAT I WAS SAYING UNTIL I DISCONNECTED THE CALL...I AM SO UNHAPPY WITH THE SERVICE THAT I WANT TO CANCEL AND TAKE MY NUMBERDesired Settlement: I REALLY DO NOT WANT ANYTHING FROM THIS CELL PHONE PROVIDER BESIDES THE NUMBER THAT I CURRENTLY HAVE WITH THEM. THAT IS ALL

Business

Response:

July 14, 2014