Cricket Communications Inc

Review: I had requested for my caller ID name to have changed and more than 90 days ago. I have called in and tried to settle the problem about ten times. My first request to change the Caller ID name was a few days after I bought and activated my brand new cell phone. All they tell me is that Cricket does not do anything about the cell phone caller ID name because it is another carrier that has to make a change. They also inform me that it could take up to 7 to 90 days for the other carrier to update the name and that they only will update the name every ninety days. I find that a disturbing situation and its outrageous what I have to go through to get the service I pay over fifty dollars every month to have. I have never made a late payment on my cell phone bill and use the phone for business and also to show my identity when I make a call to people. I am a consumer and should not need to contact the other carrier to make a change. I see that the name and phone number on my home phone caller ID is [redacted]." It also states the same thing on my colleague's home phone caller ID, and he resides about a mile from my current address. I have added this phone number to the national do not call registry. My house phone is owned and paid for by my father, and I am a college student residing close to Denver, Colorado. My father has problems dealing with phone companies and has to work long hours. It is a considerable difficulty for me to contact the other phone companies, and it could cause my father problems with his job. The results I am looking for in regards to this issue are the name on the caller ID to be changed promptly because it is a hassle. It also is an issue that I want answers about because it is unbelievable that I need to have my service like this for up to 180 days unless it takes another 90 days after that. I find that ridiculous and unethical. I had not received the service I am paying for the last three months which happened to be when I bought and activated my cell phone, and it has caused me great inconvenience calling into customer service all these times and not receiving a very ethical answer.Desired Settlement: It is a considerable difficulty for me to contact the other phone companies, and it could cause my father problems with his job. The results I am looking for in regards to this issue are the name on the caller ID to be changed promptly because it is a hassle. It also is an issue that I want answers about because it is unbelievable that I need to have my service like this for up to 180 days unless it takes another 90 days after that. I find that ridiculous and unethical. I had not received the service I am paying for the last three months which happened to be when I bought and activated my cell phone, and it has caused me great inconvenience calling into customer service all these times and not receiving a very ethical answer.

Business

Response:

August

14, 2014

Revdex.com

Review: I simply want my rebate and no matter what it is denied. I hold on the phone for over an hour. I called six times only to be transferred and when I did get through I only was declined and they said it was because it was a invalid IME number so I went to this professional place to get the IME copied and faxed to them only to say that it is still declined. I was promised a rebate. I called them and gave them the IME number they took it and said they would get it processed and I got a postcard saying it was declined again. I can't get ahold of them I hold on the phone for over two hours then at the end of the two hours the phone says I apologize the phone is unavailable please try back. I am very frustratedDesired Settlement: I want my rebate. I gave them my IME number I faxed it to them and gave it to them over the phone and I want my rebate on my number [redacted]. My IME number is [redacted]

Business

Response:

August 25, 2014

Review: I chose Cricket for my second cell phone because I used their products before. I already had an old but serviceable cell and I didn't want to buy another. According to the Cricket website, my old cell would be compatible with the plan I wanted to purchase. Great! EXCEPT when I get to the store, my cell was not compatible at all. So I had to purchase a new cell in addition to paying for a plan and the activation fee. I never used the phone, and spent days debating on whether or not to keep it. The debate was less about the phone itself and more about whether I wanted to be with a company that conducts rather shady business practices to get customers in the door. I returned it within the 7-day trial period. I got the refund for the phone, but I would like my money back for the plan that I never used and the activation fee. I think Cricket pulls a bait-and-switch tactic. Customers think they can bring in a previous cell phone only to be told that it can't be used and they'll have to buy a new phone, spending more money than they had planned.Desired Settlement: I want a total of $50 refunded: $25 for the monthly plan I never used and $25 for the activation of the monthly plan I never used. Considering the bait-and-switch tactic used, I think I'm owed this money back.

Business

Response:

September 9, 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 her Cricket Service. In her complaint, Ms. [redacted] states that she would like to receive a refund for her service and activation fees.

Per our Terms and Conditions of Service (www.cricketwireless.com/terms), amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If an account is suspended or cancelled, for any reason, any remaining balance will be forfeited.

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

Cricket is clearly unmotivated to respond appropriately to a charge of fraudulent business practices. They would have NEVER gotten a dime from me if I had known that the phone I wanted to use for the service was unsuitable CONTRARY to the information given on their own website. This is ridiculous. I needed the phone line to give to the students I tutor since I'd rather keep my personal number only for family and friends. I was in a press to provide a "business" number which has now been all for naught. So I guess I have no other choice than to warn potential Cricket customers of these horrible business practices on as many review sites as possible.

Regards,

Review: I went to the store to purchase a battery charger from them , the charger worked for about 2 days and I travel for my job so when I returned back into town I went to the store to shoe the employees that the charger was not charging to put my battery on one of their new chargers so they could see that this one I have is effective and of course it started charging because it will blink to let you know it charging and the employee said they could not give me another one because the owner was pout of town and told them that it was bad business even though I had showed them the other charger was defective? they where very rude and did not have time to help the customer unless they where spending money when the product that they sold was badDesired Settlement: I WOULD LIKE A NEW CHARGER AND A APOLOGY FROM THE RUDE EMPLOYEE

Business

Response:

September 9, 2014

Review: Went into store on 1307 NE 102nd Ave, portland, oregon 97220 on Friday 8/22/14 to pay bill. Was offered another phone (gte grand x) as an upgrade for $75. I was told this was because the merger with At&T had messed up a lot of accounts. Without being able to try it out I was assured everything would be faster and more enjoyable. If I didn't like it I had 7 days to bring it back. They took my Samsung galaxy s4 and transferred my stuff over to a computer and then the computer to the new phone. My stuff stayed a copy on the computer and when I took it home the phone had many problems like freezing and would open things on its own. I also felt like it didn't have nearly as many features as my samsung. They were closed on Sunday so I return on Monday to explain and was told the phone was already gone and I'm out of luck. Also, "[redacted]" told me the problems I was describing were my doing. I got no explanation or resolution for this and was told I was out of luck unless I wanted to spend another $479 on another samsung. My things were still on the company computer. I talked to several people in store and through the 800 number with no answer or reason why this is my fault. [redacted] told me, "Why do you think you get that?" Unbelievable. I have no idea what would be the reason for sending the phone off immediately but keeping the personal information on their computer. I would love some kind of refund or just the model of phone I had before since mine is completely gone. I can't expect anything in return because I feel conned with no remorse but would like this information to be known and them to realize this is wrong and not a way to run any business. Any other location I've never had a problem with and have been happy with my service. I will be cancelling as soon as I'm financially able to to go to another company where I won't be taken advantage of and talked to so rudely by people like [redacted].Desired Settlement: Refund would be ideal because I will be spending extra money to go to another company who I can trust but if the owner was decent to do that in the first place or give me any kind of sympathy or something for my time and money lost I wouldn't have to be filing a complaint. I really want them to understand this is not okay and you shouldn't get away with it.

Business

Response:

September 8, 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 GSM device she purchased using Cricket’s Device Trade Up program. In her complaint, Ms. [redacted] states that she paid $75.00 and traded in her Samsung Galaxy S4 CDMA device, for the ZTE Grand X GSM device. Ms. [redacted] is having issues with the new device and would like a refund or a Samsung Galaxy S4 GSM replacement device.

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

When Ms. [redacted] utilized Cricket’s Device Trade Up program, her phone was purchased by Clover Wireless in exchange for a credit to be applied to an in-store equipment purchase. All trade-up transactions are final. Cricket provides a 7-day return policy - beginning on the date of purchase - in which you may return or exchange for a qualifying new or reconditioned wireless device purchased at one of our Cricket Stores.

We thank Ms. [redacted] for her communication and trust that this explanation properly addresses her 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: The guy did not activate my phone properly. He then told me to cut the code off the box and mail in to get a rebate. My phone is now 6 days old and my front speaker is out and I can barely hear from it. They want me to pay a $25 restocking fee on a device that they sold me broken because I did as the sales guy told me to do and cut the code off the box. I have called three times to try and resolve this problem and they refuse to help. They are extremely rude. The female manager at the Conroe Texas store was especially rude.Desired Settlement: Would just like them to replace my broken phone for a working one like I paid for. Without having to pay them to fix their mistake. After all you wouldn't pay a retail store to refund or return a broken product. Thank you.

Business

Response:

September

19, 2014

Revdex.com

Review: My phone was sent in because it stopped working, why I could not have a replacement phone on the spot is still unclear. However as instructed the phone was returned with the assurance it would be replaced in three to five business days. It is now almost a month and the phone has not been returned and when I call Cricket I get the run around, talk to this one, and now talk to this one oh that is the wrong department, you have to speak to this department. Although I have the insurance, the phone was still under the manufactures warranty.Desired Settlement: I WANT MY MONEY BACK FOR THE PHONE AND I WILL BE CHANGING MY SERVICE

Business

Response:

September

23, 2014

Revdex.com

Review: On August 4, 2014 I purchased a cell phone from Cricket Network on-line.The advertisement specifically said that you could pick your own cell phone number, if the number chosen was in the area code in which I lived.They sent my phone but it was programmed with area code number 480. From the day that I received the phone , August 8, 2014 until now Sept 10, 2014, I have been told that it could be changed, but has not been changed.I was told,via a call to my home, that they would change the area code to 928 and to call customer service to accept that number, ###-###-#### or pay a $15 to $16 fee to get it changed to 623 or 602.area code as requested. This message was relayed to the store personnel by Representative [redacted].To date my phone number has been changed to all of these numbers:SOME OF THE PHONE NUMBERS THAT THEY HAVE GIVEN ME SINCE 8/5/2014[redacted] per [redacted] PLUS $15 CHARGE ###-###-#######-###-#######-###-#######-###-#### This number was changed today without me being told. I was notified by my doctors office via FAX that my number was not working.I have notified AZ Attorney General and [redacted] of CBS TV. Can you please advise me of what to do.I am 84 yr.old & Disabled and rely heavily on my phone service. Complaint ID: [redacted] Cricket Account #[redacted]Callers say that they get answers to my phone in Spanish. [redacted] AZ 85351CC: Attorney General of Arizona Public Advocacy and Civil Rights Division [redacted] AZ 85007More information upon request.Desired Settlement: This service needs to be fixed. I am paid in advance and they have still not fixed the problem.My emergency alert systems cannot work without connection to my phone.My calls to them have just resulted in them changing the number to another wrong area codeMy number needs to have the right area code 623 or 602.Stop the incoming calls from being in Spanish, Adjust phone to ring on incoming calls or replace the phone. Ny calls to Tech support are not getting through. Can you please help me.

Business

Response:

September 25, 2014

Review: [3rd*month-in-a-row]: Auto*billpay/ment was lost; Cricket required that I pay the bill 2; in order to compensate for their flaw. Universal lifeline discount= still omitted/overcharged;($46v.35$)They expect me to travel, a couple of.counties/cities.away; after today I stayed on phone 1h.45#; they still refuse to refund my first/surplus payment.Desired Settlement: Company should locate/resolve (their*own) Auto*bill pay data,.mistakes.Universal lifeline reinstatement: here/from my current locale. Retroactive rebate.

Business

Response:

September

29, 2014

Revdex.com

Review: Changed plans with cricket, and upgraded our phones to the new service. I made a payment to my acct. the morning I went to the cricket store to get new phones. The payment had not posted to the acct. at that time. They sold me the new phones and also charge me for a months service. at which point I was told that the payment I made earlier would be credited to the acct, and I would not have to make a payment this month. The end of the cycle came, and the phones were disconnect. The service department told me I need to make a payment. I told the service department that I had already made a payment the month before. They told me that since I changed over to the 4G service that the acct was a new acct, and did not have anything to do with the cdma acct. that we no longer have. The sent it ti investigations, at which they notified me it could take up to 72 hours to get the acct sorted out. I run a business using these phones. Clients are not able to get in touch with me because if this colossal accounting mistake. I am furious at the lack of communication between departments, and the total lack of training and empathy of the customer service department.Desired Settlement: I would like cricket to resolve this matter sooner rather than later, and possible compensation for putting a strain on my business.

Business

Response:

September

26, 2014

Revdex.com

Review: Complaint taken by phone 2/29/14-nkm

Consumer states that he attempted to set his account up for automatic payments. He states that the company changed his due date from the 10th to the 2nd of the month and that the company was unable to set up the automatic payments. Consumer feels that the company is not treating him fairly by changing his due date.Desired Settlement: Consumer states that he wants the company to change his due date back to the 10th of the month.

Business

Response:

October 14, 2014

Review: I opened my account with cricket early July and I have two lines at 60 per month prepaid pro plan and I spent 1,000 dollars the day I opened the account purchasing new phones in store along with insurance and it's an extra 10$ per month and I pay a total of 125 per month and my phone had gotten broken on September 28,2014 and so I put my sim into an old phone I had and tried to file a insurance claim and they gave me the run around saying I had to wait two days and then I called back two days later and they claimed I did not have insurance but my bill shows that I pay for insurance and it has valid insurance to this day never terminated and again they told me they had to talk to corperate and to call back! So I did and they said my claim was rejected and basically have no logical explanation as to why it was rejected! So I asked to speak with a manager and they said that was not possible and gave me an email address and said they would notify corperate of my complaint because I have insurance and I do not understand how they can just decide to deny my claim when I pay for insurance every month incase of this happening and they have no reason not to replace my broken phone!!! So again they told me to wait two days and call back and they should have more info about my claim! So here I wait again since September 28th to get a replacement phone ! I just want to pay the deductible and get my phone replaced that is why I pay for insurance!! I am extremely upset with their customer service I was hung up on and transferred to voicemails and calls dropped and I just want to get what I pay for!!Desired Settlement: I want my phone replaced and I do not think I should have to pay in full due to the trouble of the whole process! I've done everything I can on my end I pay my bill on time I pay for insurance and have filed my claim as they directed me to! I was willing to pay the deductible owed to replace the phone ! If I have to pay it in full then I deserve a month credited to my bill for the inconvenience because I have been without a phone for over two weeks and not been treated as a good customer!!!

Business

Response:

November 3, 2014

Revdex.com

Review: I have been a Cricket customer since approx. March 2010. I started with an low-end smartphone and had that smartphone for many years. I had unlimited talk, text and data plan. I have an email from 2010 detailing my plan. In March 2014, my entry level smartphone finally died. I ordered a Samsung Galaxy 3 from Cricket online and then took it to my local Cricket store in Catonsville MD 21228 for them to active it. The person that assisted me at the store told me that I had to get a new plan since I got a new, more advanced smartphone. I told her that I was very happy with my current plan and didn't want to change. It seems that I have a new plan and it is no longer unlimited data. This is not right. I should be allowed to keep my original plan.Desired Settlement: I want my original 2010 plan. I did not want a new plan but it seems I have a new plan.

Business

Response:

November 15, 2014Revdex.com

Review: I called last month to set my account up for auto pay and the guy told me my bill for Sept. would be $98.00 when I got my text about my bill they said it is $120 I called yesterday 9/02/2014 and the supervisor said I had a credit of $96 and my bill would be $24.for Sept. I called today 9/03/2014 because I got a text stating my payment was not processed so I called and the supervisor said my bill was $120 and that is what I had to pay. I am not happy with cricket wireless they also took a bunch of services off of your plan but didn't do anything to the bill to reflect all the stuff that they took off on a scale of 1-10 10 been the best I give them a 2 tops for there service and communication skills and they are very rude they keep interrupting when you are trying to talk. We have 4 lines on this accountDesired Settlement: I would like for them to refund the part of the money back because I was told it would be $24 for the month of Sept. I did pay the $120 so my service wouldn't be shut off

Business

Response:

September

19, 2014

Revdex.com

Review: Had change services fron Consumer Cellular to Cricket Wireless and Customer Service Rep from cricket said they can flash my phone from Consumer Cellular to Cricket I said good waited 4 days an phone never got services and charge me 85.00 for nothing no service at all Cricket Wireless said the policy says no refund I want my money for charging me for services I didnt receive.Desired Settlement: Please I just want my refund

Business

Response:

December 2, 2014Revdex.com

Review: Overcharged And bad CUSTOMER SERVICE!!!!!!!!!!!!! BEWARE DO NOT GET THEIR SERVICE.Desired Settlement: Stop cheating your customers.

Review: I have tried upgrading the phone for 2 days and 2 hours of phone time on my phone I am her stepmom. Cricket has told me I cant upgrade online because that part of the website is down and has been down for over a month. I tried to get the upgrade over the phone and they would not let me. I asked about a store and could not get for the online price of $86.59. I have spoken to custumer service and tech support. All of which who were not very nice and woyuld not give me a supervisor when I asked.Desired Settlement: I would to be able to get the phone my step daughter wants at the price online.

Review: Worst place I have ever been to. There service sucks. I was waiting in line to return my phone because my service wasnt working still after a 2nd brand new phone in 2 days, and they wouldn't let my 3 year old daughter use the bathroom. "Its not a public bathroom" I am a customer now even more disgruntled! Yet 2 days ago they let an older guy on a walker use there bathroom! Wtf! Oh wait... I get it he wasnt a lil white girl who obviously would have damaged there bathroom! To top it off they wouldn't refund my $90 of service fees even though I was returning the phone a second time and canceling service because the service wasn't working! What a scam! Manager didnt even want to do her job. I had to gripe her out to even get get to make a half as attempt! Never go here!Desired Settlement: $60 monthly plan fee $15 activation feeAnd any taxes charged

Business

Response:

December 13, 2013

Review: I have been without service (95% of time calls are dropped, internet is spotty as a hot spot) for 11 days now with this phone. A ticket was opened with tech support on April 2 and since that time I have received NO response, NO resolution, and NO solution. This is my business phone and I have lost countless hours of work time and valuable customer connection.They have done nothing save toss me to someone else or tell me "the ticket is still open", even though I was guaranteed on 4/2 that someone would contact me with solution in 2 days. I received contact via text, then a vm (one vm to my 30+ messages left the first technician, [redacted]) I requested a change of technicians and received a call from [redacted] who guaranteed me he would be back in touch within 48 hours. I called the morning that was 48 and he PROMISED A CALL BACK by that afternoon, a week later I still have no return call from him, with over 50 messages left.No agent is available on any of the mailboxes I press, they tell me "visit your cricket store nearest you".I have had 5% service since March 10. While they did get me a new phone to replace the one their insurance co. gave me that was as bad, they have done NOTHING to see to it that I, a paying customer, have use of my phone for the plan they charge me in full for.Desired Settlement: I want a full refund to my checking account (NOT a credit) for the $66 I paid March 11 for service I have yet to receive. A franchise cricket store in SD took care of my bill due April 11, though I have a $5 charge now because I cancelled auto pay. THAT MUST BE REMOVED, my account was $0 when I cancelled. There is no sense in the $5 charge$1000 in compensation for work time lost and wasted time spent trying to resolve my issues with a Cricket representative on the 800 line over 75 times.

Business

Response:

April 24, 2014

Review: I started the service on February 11th, the phone I got was damaged after 5 months, I went to the stored and was told that I needed to contact warranty department, I did so and was told that I had to send my phone to be checked, that they were going to send me a new phone and that I needed to give them my credit card so they could put $99.99 on hold, I did that and was sent a new phone, not Samsung, my credit card was charged the money, the person that talked to me is named [redacted], I sent the old phone back to them "To be checked out" it was resolved that the phone was damaged from the manufacture, that I did not do anything to damaged it, they received the phone on 7/20, I waited for my money to be returned but up to now, nothing is being done, I have tried to contact them on several times, they said that I should not have been charged at all, yet, I was and my money has not been returned, every time I call them I've spent upwards to 2 hours and when I finally give up and going around and around from person to person, I ask for a supervisor, the answer is always the same, "No supervisor on duty" I want my money back, I could be asking to interest for all the time but I am not, I just want this resolved as soon as possible, it is unprofessional when a company charges you the money within 24 hours, but it takes them over 3 months to give it back, and always the same answer, "your money will be returned within 2 days" yet nothing, and as of last week when I tried to call them yet again, I was put on HOLD until someone there hung up on me. Please help me out with this matter. Thank you very much. [redacted] Palfy [redacted]Desired Settlement: I want the money they took as SECURITY returned to me ASAP. No more waiting for over 3 months for something that it is mine.

Business

Response:

September

23, 2014

Revdex.com