Cricket Communications Inc

Review: I bought phone and service from Cricket at the beginning of 2013. In July my family moved to Miami, FL and since there is no Cricket stores in South Florida my service got very bad, no signal, couldn't retrieve voicemails. After couple customer service calls they advise my to go to the store. Unfortunately there are none in my area. Then they told me to update my account to local zip code and should get local for Miami number and that might help. Some time in the fall my number was changed, service was still the same. In December I finally cancelled the service 2 days before my billing cycle ended but I was already charged for next month. Customer service agreed to cancel and refund my money. Few phone calls later and over six months I still can't get my money back, they tell me they can't access my account because my pin is not working (original issue I had all the time). It's a circle and there's no way getting out of it. I would never cancel my service and keep phone for another month if I knew it would be such a pain to get my money back.Desired Settlement: I just want money I paid back

Business

Response:

July

29, 2014

Revdex.com

Review: 1) On 02 July 2014, I paid for new cellulartelephone service with Cricket Wireless:Confirmation Number [redacted]. And myphone number was transferred.2) On 14 July 2014, the telephone "service"stopped working, a system message of:"Not registered on network"was received. After 3-frustratingattempts, Cricket Wireless "customerservice" generated a trouble ticket:14[redacted].3) On 16 July 2014, I attempted to loginto my Cricket Wireless account tocheck the status of the trouble ticket.But was unable to do so, and insteadreceived this system message:"Error 404--Not FoundFrom RFC 2068 Hypertext Transfer Protocol -- HTTP/1.1:10.4.5 404 Not FoundThe server has not found anything matching the Request-URI. No indication is given of whether the condition is temporary or permanent.If the server does not wish to make this information available to the client, the status code 403 (Forbidden) can be used instead. The 410 (Gone) status code SHOULD be used if the server knows, through some internally configurable mechanism, that an old resource is permanently unavailable and has no forwarding address."Failure of Web Server bridge:No backend server available for connection: timed out after 40 seconds or idempotent set to OFF or method not idempotent.https://www.cricketwireless.com/myaccount/ImplLoginAction.do4) Obviously, Cricket Wireless is either unwilling or unableto provide me the cellular telephone service that I paidthem to provide 14-days ago.I simply want Cricket Wireless to return my monies in theamount of:$35.91to me post haste.Desired Settlement: Obviously, Cricket Wireless is either unwilling or unableto provide me the cellular telephone service that I paidthem to provide 14-days ago.I simply want Cricket Wireless to return my monies in theamount of:$35.91to me post haste.

Business

Response:

July 28, 2014

Revdex.com

Review: Paid ahead of time due to death in family had to move to California unexpectedly and criclet doesmt get reception here. Turned off but they can not refund 2 or 3 weeks of nonuse? Have been loyal long time customer with 3 accounts at one time. Would luke some money backDesired Settlement: Month refunded for not being able to use.45.00

Business

Response:

March 26, 2014

Review: Hello my name is [redacted] and I have been a customer with Cricket Communications for over 10 years. I have had issues with them in the past but of course I still stayed with their services because they are affordable and I have been a loyal customer for years. August of 2013 I decided to apply for credit with Cricket with a company called [redacted] I was not very happy with my decision but I needed new phones and proceeded with the purchases, two Samsung Galaxy S4's Black & White, under my approved credit and have been paying monthly for the phones since. I was in doubt about adding coverage to the phones but a representative at the Cricket store informed me it is good to have insurance while paying for the phones just in case something happens to them, and she left it at that so I added the insurance just in case until I paid the phones off. I am still paying them off and unfortunately one of the phones fell off a truck and the screen broke so I called Cricket they gave me the runaround saying my phone had no insurance had me speak to the insurance dept twice and in the end I got nowhere but a rep finally told me coverage stopped July of 2014. I was never told it was 12 month coverage only because I would have not purchased the coverage and they have false advertising. I went 3 weeks ago to the store I purchased the phones they told me to send it in under insurance and do not alter the phone or it will not be covered. I listened called to inquire about the process for the claim and I find out the phone has not been covered since July, if I got the phone replaced there was no guarantee I would get the same phone but something similar when I paid over $600.00 each for the two phones, and the rep over the phone told me my best option is to purchase a new phone. They bated me and reeled me in and I am very upset that all the above including how there replacement not upgrade dept worked which was not explained to me 3 weeks ago nor when I originally purchased the phones.Desired Settlement: I would like Cricket to resolve this issue by giving me some reassurance that I am valued as a loyal customer paying on the phones I purchased from them monthly and being a customer for years. I would like a discount on the "$200 deductible charge" for all the frustration I have been going through in regards to getting my non functioning phone replaced. I am still paying the monthly bill for the phone and if we cannot come to a resolution I will be glad to take my business elsewhere.

Business

Response:

October 28, 2014

Review: Cricket customer for 3+ monthsOn Sunday 3/1/14 I decided to upgrade my cell phone to a Samsung Galaxy S4. My husband and I were staying in Baltimore for the weekend and in that area there are numerous cricket stores that I could purchase from. I decided to purchase my phone from a mall that had two cricket stores. Once I paid $500 for my phone I was told that it may take a few hours to work. The gentleman who sold the phone wrote his cell number on the receipt to call If I have any issues, especially since I was leaving Marlyand and retruning to PA. I let 4 hours pass and my phone still did not work. I right away called CS and a rep put in a ticket for me because he could not figure out why it was not working. The next morning (3/3/14 ) I called and again the rep couldnt help me, that night I called back AGAIN and I was told that I would have to wait 24 hours for a callback. On 3/4/14 I was so desperate and called back because I recently started a new job that REQUIRES a phonethat is how I communicate with parents, coordinators, therapist and everyone involved with my clients. I was told again that they could not do anything for me but this time I was told the same ticket would take 24-48 hours. The next day, which would have been 48 hours past, I was told by another rep that the ticket takes up to 72 hours!!!!??!!! At this point I was upset beucase I was first told 24 hours, then 24-48 now 72 hours. Also , I had to end up getting a new ticket placed because the rep said that my 1st ticket was canceled because they needed more info. The thing is none tried to call my alternate number that I had given or email me for more info. The 2nd ticket was placed ..and so on and so forthto sum it up I called at least 2 dozen times and now I am on my 3rd or 4th ticket. I called the store where I bought the phone and no one picks up and the guy who sold the phone picked up the 1st time I called and has been ignoring my calls ever since. I bought my phone 8 days ago and still have NO SERIVCE. I paid a lot of money for that phone and all I want is for it to work.Desired Settlement: PHone to work and a month free of serivce

Business

Response:

March 24, 2014

Review: on the night of November 18-20 my phone that I had bought from the cricket website had stopped working due to a manufacture malfunction I was on the line with cricket for at least 2 hours and they had determined also that it was not a service problem and that it was a phone problem that they would have to file a escalation ticket and have someone call me back in 48 hours I was not contacted in that time after I called cricket customer service back they said no escalation ticket had been filed at that time I was told that I had to go to a cricket store in my area to have the phone replaced I then went to the local cricket store and was told to call the Internet service number and they would replace my phone. I called again within my 30 return policy to have the phone replaced so I could use service they told me they would not replace the phone because it was the last day of my 30 days and that it would be over 30 days due to crickets processing time I then asked if I would have called a few days back if it would have been replaced and the customer service rep said that it takes a week to process the request that it would still be over the 30 day replacement terms therefor you do not have 30 days to return or replace the phone. I was then told I have to go back to the store to have the phone replaced and that they will replace it. its now going to be over the 30 day return or replace date due to the stores being closed for the holiday so now I am going to be outside of the return window and will not be able to replace my broken phoneDesired Settlement: I would just like my phone replaced because I filed a the problem within the first 30 days to have my phone replaced

Business

Response:

December 17, 2013

Review: signed up on new plan purchased two phones both were to have 50.00 rebate recived letter they would not honor rebateDesired Settlement: would like to recive my $50 visa card as in offer stated in other words I want my refund

Review: Cricket is trying to get over on me. I just bought 4 phones from them not to long ago.3 of them was 100.00 a piece and one was 500.00. Now the three can't be turned on any more.the 500.00 phone can't be use after march. In order for me to have service I have to buy new phones.Are trade phones in for credit. Why trade in a 500.00 phone for 50.00 when I haven't even had this phone long. What am I'm t o do with my kids phone that can't be turned on at all unless a buy new phones. That's not right. If they want to merge over why do we have to buy new phone that's just not right. All I want is my most for my phones that can not be used anymore. It's alot of upset cricket Com out there that feel the same way. Why we have to pay extra money to have phone services are buy new phones just notbrightDesired Settlement: Just want what's right and so does others

Business

Response:

July 21, 2014

Review: I bought the phone 5 months ago and left from another provider. The service I thought I was paying for as advertised on TV was not true at all. I live around the corner from the Anaheim location on Euclid and I have had no service for months but yet everytime I complained, they told me my phone was working fine. I finally had enough as I was at the store every night due to NO service but still I was getting charged a monthly fee. The clerks helped me as much as they could but Corporate told them the phone was fine as the clerks said it wasn't. Missing my kids calls from school and work related calls all the time. I had auto pay so everything came out early every time. They would even give me credit nor a refund for the lost services I had (17 days lost in October alone). Cricket Wireless has failed with there services and refuse to refund me my money. Now that I tried to leave to another service they are having me do the run around with them just to get my phone unlocked. I have never had this issue with any company I deal with.Desired Settlement: Would like a refund on the product I bought from the store (phone)

Business

Response:

November 5, 2014

Review: I purchased 3 phones from a Cricket location in Owings Mills MD in march of 2014. Two of the phones have been problem free but the third phone has been problematic from day one. We have repeatedly called the 1 800 number in an attempt to resolve the numerous issues, but we have gotten the runaround. We have tried to escalate it to a corporate level but we have only been greeted with automated prompts. We are still making our monthly payments but the 3rd phone is still not functioning properly. We need help in resolving this issue.Desired Settlement: We would like to receive a replacement phone for the malfunctioning one.

Business

Response:

August 27, 2014

Review: Cricket Billing **: [redacted] Paid with Visa ending [redacted] I paid my Cricket Wireless bill early, on Sept 19th, 2013 $55.92. The bill was due on Aug 25th, for the billing period of Aug 25th to Sept 25th. My Cricket phone malfunctioned, and I purchased a new phone and ported my number out to [redacted] on Aug 23rd. When I wasn't automatically refunded, I contact Cricket 8/26/13 and spoke with billing agent [redacted] + her supervisor [redacted]; both refused to issue me a refund.Desired Settlement: A full refund of $55.92 since I did not use the phone 1 day during the billing period.

Business

Response:

September 3, 2013

Review: I purchased a phone. The phone arrived and service was fine for 3 wks. I developed an issue with my phone and the customer service center in India (agent could barely speak English) was unable to help me after 1-1/2hrs and instructed me to send my phone back. Instead of repairing or replacing the phone, Cricket CANCELLED my account. In trying to get the issue resolved: The automated customer service number would not allow me to speak to an agent. Then when I finally got through to an agent, the agent gave me the runaround, did not know what had happened or how to fix it, and told me someone would call me in 48hrs - which no one did. I ended up calling their Corporate office because they have no mechanism to deal with complaints or escalate issues that are not easily resolved. Corporate fix some issues and said that they would give me a refund, however, I was told to call a billing department to have my refund re-issued. I called that number and they said I needed to call Customer Service. When I called Customer Service at first they did not want to help me, then after some complaining about the runaround I had been getting they finally found the problem and began to work out the refund.Desired Settlement: Cricket Communications, Inc. NEEDS TO UPGRADE THEIR CUSTOMER SERVICE SYSTEM TO BETTER RESOLVE CUSTOMER ISSUES WHEN REFUNDS OR RETURNS ARE NEEDED. AUTOMATED SYSTEM FLAWED. IDEALLY THEY NEED TO MOVE THEIR CUSTOMER SERVICE CENTER OUT OF [redacted] OR FIND PEOPLE WHO CAN BETTER SPEAK AND ARTICULATE AND UNDERSTAND ENGLISH. THEY ALSO NEED TO IMPROVE THEIR ESCALATION PROCESS AND NOT CLAIM THAT THERE IS NO ONE HIGHER UP THAT A COMPLAINT CAN BE FORWARDED.

Business

Response:

March 12, 2014

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: I purchased a phone from the Cricket Wireless website on October 23, 2014 and to this day I do not have my phone. When I go to the website to track my order it always displays "In progress". My money was deducted from my account the next day I placed the order. I've called numerous numbers (1-800-CRICKET, ###-###-####, and etc numbers given to me by different reps that I've talked to) with no help. Every representative I've spoken with could not help with my issue and I'm constantly being transferred to different departments. Each department keeps telling me I'm in the wrong place. I've also been hung up on by a few supervisors (not because I was being rude, but because they could not tell me where my phone was and I kept asking what's going on with my order). Two representative's finally told me to go to a Cricket store in my city and when I did that, the reps at the store's told me they did not handle online orders. I'm beyond frustrated because how can a company not know where my phone is, nor offer to cancel that order and give me my money back when I've asked for it numerous times. I've never had an issue with Cricket wireless in the past and at this point I just want a refund. This is not good customer service.Desired Settlement: A full refund is desired of $101.61

Review: I cancelled my plan on 5/24 after my forth phone died on me since I started with Cricket in 10/2013. I simply can't keep on buying phones from this company every two-three months. My phone dying on me on 5/24 was the last straw for me.Desired Settlement: I want partial refund for the days I would have be unable to use my phone. I tried to work with Cricket but I kept on having to buy defective phones,

Business

Response:

June 11, 2014

Review: Bought a ZTE source pre paid phone from RadioShack on November 10 2013 and since then I have brought the phone in 3 times because the screen will go black. Today (12/7/13) I brought it in for the 4th time and each time have lost all my data. The phone is still under manufacture warranty and they can not replace my phone! They will only replace my phone if I pay 35.00 or give me an exchange for a smaller and less expensive phone.

Why/how can a company sell a phone and not stand behind there product, especially if it is still under warranty!Desired Settlement: All I want is a exchange for the same phone with one month free of service or a

A better quality phone with one month free service.

Business

Response:

December 10, 2013

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

Review: My phone did not work properly,they told me to send the phone back and I did. When I received the new phone they only sent me back the front of the phone. I asked where my other parts were which included the back, battery, charger, Sim card and SD card. They replied it got sent to the manufacturer and they can not send it to me. Why would they give my parts to the manufacturerer instead of sending it to me? They said that is what we do. I had to buy 2 phones within a two month period with this company because the customer service was so bad and now I am unable to use my plan at all. I have spent over $400.00 on phones and they don't care. I was unable to recover any of my money or a new phone. This company is unprofessional and inconciderate. Please help.Desired Settlement: Refunds on phones total cost $400.00 for emotional destress. Thank you.

Business

Response:

December 1, 2014Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: N/A

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding a device refund. In her complaint, Ms. [redacted] states that she had a device exchange and when she received the new phone it was without a back cover, battery, charger, SIM card and SD card. She claims when she requested the parts, she was told that the parts were sent to the manufacturer instead of her. So she purchased two phones in a two month period. Ms. [redacted] is requesting a $400.00 refund for the two phones and for emotional distress.

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.

We were unable to find Ms. [redacted]’s Cricket account under her name and address on this complaint. If Ms. [redacted] can provide her Cricket account number and mobile number, we would be glad to research her complaint further.

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 called cricket yesterday and tried to get the account number, they said they found me in the system but had to transfer me to a different department and I was in hold for an hour and twenty five minutes and hung up. I explained to them I have a grand x phone and also a lucid phone I had purchased in the past and that is how they found my account. It is impossible to get anyone on the phone to speak with. They asked me my full name and what devices I had purchased. [redacted]

Review: I purchased two ATT&T cellphonees from someone and took cellphones to [redacted] to a Mr.[redacted] to be flashed so I can keep my same number [redacted] took one of the phones becuase he was having trouble flashing so he to take it to them so he can flash it properly he stayed gone for like an hour and half before bringing phone back. the next day we were having problems with phone thats when I noticed that the ATT&T cellphone we purchased had been switched to a verizon cellphone and that the IMEI#s didnt match up Mr.[redacted] promised to meet with me to take phone back to where he took to flash becuase he says he didnt switch the phones but he didnt answer txt or calls so I can get address my husband had to go to Mr.[redacted] becuase he wasnt answering txt or calls he then gave him wrong address [redacted] but right name [redacted] that we have copy of and so my husband had to find it on his on the correct address is [redacted] they blamed it on mr.[redacted] I have tried to relsove issue by stating to them all I want is cellphone that purchased back but no responseDesired Settlement: I want my cellphone that I purchased from them back I have the imei number and theres no telling who else they have done this to its not right

Business

Response:

September 10, 2014

Review: To whom it may concern;

I have cell phone service with Cricket wireless phone company and on 05-14-2013 I took my phone in to there store in [redacted], My phone was not holding a charge and the young lady told me where charge connect was knot out of place and she told me I would have to get another phone.

She told me that I would have to pay $70.00 for the other phone, but what she did not say that the phone I would get would be getting was a used phone and Cricket would still be charging me for insurance for a phone that they say. I have a warrant of 90 days on a used phone. I call the insurance company and they told me I should have paid just $40.00 dollar for a another phone. Cricket is stilling from its customer and I want a new phone or my $30.00 back. Since I have insurance until 2014 of July. I am so tierd of these company thinking they can do what they want to people and the people will not take action. I am taking action. Please deal with Cricket wireless cell company and let them they can not do people like that.

I am send you everything I sent to Cricket wireless cell company.

Thank you so much for helping me.

[redacted]Desired Settlement: I want a new phone or my $30.00 back

Business

Response:

June 5, 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 her complaint, Ms.

[redacted] states that her phone was broken. She visited a Cricket location to

replace her phone through insurance and was charged $70.00. Ms. [redacted] states

that she received a used phone that only has a 90 day warranty. She states that

she called the insurance company and was told that she should have paid $40.00

to replace her phone. Ms. [redacted] is asking for a new phone or refund for the

$30.00 extra she paid to replace her 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.

The deductible price for Ms. [redacted]’s

device recently changed from $70.00 to $40.00. She was charged $70.00 in error.

We have notified the store of this error to prevent it from occurring in the

future. When replacement devices are issued they are either new or

reconditioned. The warranty for replacement devices is either 90 days or a

continuation of the original 1 year warranty. This warranty is offered through

[redacted]. Ms. [redacted] will continue to have handset protection on the device

in the event that it is lost, stolen, damaged or experiences malfunction, after

the warranty period has expired.

We received a letter from Ms. [redacted] on

May 24, 2013 and a second letter on May 29, 2013. Both letters Ms. [redacted]

described her recent transaction to replace her phone. We attempted to contact

Ms. [redacted] on May 31, 2013 to discuss her complaint in detail but we were

unable to reach her. We left a message advising her that we are unable to

provide a refund for $30.00 but that we are able to provide a $30.00 courtesy

credit toward her monthly bill. This credit was applied on May 31, 2013.

Cricket values Ms.

[redacted]’s continued business and we trust that this action closes her

complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111