Cricket Communications Inc

Review: [redacted] account: [redacted]cricket phone number 1: ###-###-####device: Moto Gdevice ID: [redacted] number 2: ###-###-####device: Moto Gdevice ID: [redacted]-30931purchased from store : Reliable Communications, [redacted] ###-###-####rebate contact: Cricket Wireless LLC, [redacted]. phone ###-###-####purchase date: 7/31/14 Wednesday evening mailed rebate proof around 2-3 days laterStore clerk: [redacted] or [redacted]offer#[redacted]-1Dear Revdex.com: On July 31, 2014 my my husband and I purchased 2 new phones with a family plan from Cricket Wireless in [redacted] , PA . We bought 2 Mot G devices because the sign specifically said there was $100 back after rebate. The store clerk ([redacted] or Jose) confirmed the rebate before we purchased. We mailed all the rebate materials around Saturday morning the same week.Around mid-September we received a postcard from Cricket Wireless stating our rebate submission was decline due to "Cricket service was activated outside the valid dates for this offer."We feel this is a mistake by Cricket and that they should honor their rebate offer of $100. The store did not post any time limit or "valid date" range so we feel this was misleading advertising. Please help us get our rebate, thanks. If you need additional proof let us know, thanks.[redacted] and [redacted]###-###-####[redacted]Desired Settlement: Requesting to receive the $100 rebate from Cricket as originally offered

Business

Response:

October

9, 2014

Revdex.com

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: 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: Moved from Louisville, KY and needed a cell phone. Friend suggested Cricket wireless because they partnered with AT&T(supposedly more towers).I was shown a map of Ohio that showed that my new address in Lynchburg, Ohio was in the coverage area. I paid a total of $130 for phone, first month's service and restocking fee). I was told that I would lose $80 of this fee if I decided that I didn't want the phone. I found that as soon as I would enter the Lynchburg town limits I would lose my signal. I am almost 70 years old and live on Social Security of $900 a month. I need a cell phone that works. I called customer service a number of times and was told that the phone should work (according to their map). I explained that their map was wrong - that I lived in Lynchburg and there was NO service. I spent the best part of two days talking to customer service reps explaining my situation and was finally told by a "manager" at their customer service number that I should return the phone to the Cricket store and that they would put information in the computer system for the Cricket manager to access explaining that I should receive a total refund of my $130. I made my second trip to the Cricket store in two days and he refused to return my money. He said that I had service according to his map and that it wasn't his policy to offer a refund. He got really obnoxious and ordered me and my friend out of his store. I cannot afford to lose $130.Desired Settlement: Please assist me in getting my $130 refunded. I cannot afford to lose this money. The phone and service are absolutely useless to me.

Business

Response:

November 11, 2014

Revdex.com

Review: Cricket Store at [redacted] Miami Beach robbed me. They sold me a [redacted] as if it were 2nd Generation. I'm a current customer since almost a year ago, and I was also charged an Activation fee of $25.00 during the transaction.They charged it like if I were a new customer, which I'm not. The phone price for a Moto G 1st Gen at the store, as shown in the shelves was $79.99, but I was charged $149.99, supposedly because the one I was purchasing was 2nd Gen. I was able to check the IMEI at the manufacturer website (www.motorola.com), and they confirmed that the phone actually is a 1st Gen. But the experience gets even worse, 48 hours after purchasing, the store manager rejected to apply the refund policy without a clear cause, and continued stating that the phone is 2nd Gen. The back of the receipt clearly shows that the refund is valid within 7 days, at the original point of sale. We reached the company Customer Service line, and they stated that the store should accept the return, but they were not clear in how to proceed in this case, where the company representative refused to apply the policy.Desired Settlement: Full refund of the purchase, including the activation fee. The total is $187.24I would also like a written apology from the company.

Business

Response:

November 20, 2014Revdex.com

Review: The phone hasn't worked properly since I received it. Was unable to connect to the internet to get the phone started. Needed to travel to Queen to have a dealer connect the phone. Haven't been able to connect to the internet, can't send e-mails despite being on the phone continuously with a customer service reps. Couldn't open the phone to insert a sim card. On the instructions given to me by a rep., I used a small screw driver to open the back of the phone. This resulted in a damaged screen. 2 days ago I tried to log onto the cricket web site and was unable to. consequently I spoke with another customer service rep. After trying for a couple of hours there was no connection to the internet, this was with the assistance of the customer service rep. Again, I can't send e-mails nor can I connect to the internet. The problems associated with the phone are overwhelming. I will return the phone next week.Desired Settlement: I would like to have a full refund when I return the phone. I do have insurance for the phone. Was informed by a insurance rep., there would be a charge for the broken screen. However, I don't feel I should pay for this expense as I did what the customer service rep., instructed me to do.I would like a full refund.My return of the phone will be outside of the return policy, which is within 7 days of the purchase.

Business

Response:

December 4, 2014Revdex.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 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: 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: To whom it may concern:Account #: Account Number: [redacted] (old address: [redacted]. New address: [redacted]). On 11/06/2013 I called Cricket at phone number and cancelled one of the phone numbers on my account ([redacted]) and we are keeping one phone line ([redacted]). A credit needs to be issue for the line that was cancelled. The account is paid in advance every first of each month and since only 5 days were used, Cricket needs to credit 25 days of service that are NOT used. The supervisor who handle the phone call with me over the phone explained that it is on her policy not to refund the money. I have never received a policy by e-mail, letter or any other via of communication; therefore, I request that my account is credited for the days the phone service disconnect ([redacted] is not in used, 25 days. It should be around/approximately $38.25 credit on my account. Thank you, [redacted]Desired Settlement: Credit my account # Account Number: [redacted]. Amount $38.25

Business

Response:

November 18, 2013

Review: I ordered 2 [redacted] from Cricket online on 10/23/13 for $1,370.16. The CSR said that if I was unhappy with the service I could return the phones within 30 days for a full refund. We were unsatisfied with the dropped calls and dead zones. Before returning them, I called Cricket to verify what address to ship to and the paperwork that should be included. The phones were returned via [redacted] on 11/21 Tracking number [redacted]. I followed all instructions given to me by Cricket. I called on about 2 weeks later to check the status. I was told it could take up to 30 days. I called again on 12/27 and was told by [redacted] that she was going to fill out an escalation ticket. No results. I have called back 11 times since then, each time they verify the my order number and date of purchase, the tracking number, the return date, my address, my email, and my phone number, they say they will be calling me back within 2 days. They never call back. The only communication I have received is an email stating that I have to return the phones to where I purchased them. Which I have already done. I called them back again and verified the same information and they filled out another escalation ticket. A few times I have attempted to talk to a supervisor I am transferred to the number for ordering new phones. Today they gave me a number to the Bright star dealer. I am getting the run around and I believe they are hoping that I will just give up. It cost me $79.26 to ship the phones back.I have spent at least 20 hours looking up the information needed and talking with them about this issue. I should not have to put forth this much effort.Desired Settlement: I would like the $1,370.16 credited to my credit card and a check mailed to me for the $76.26 to ship the phones back to Cricket. credit card interest is 23% per year.

Business

Response:

January 20, 2014

Review: Services were stopped on 12/26/13 with Cricket. As of 3/2/14 payment of $47.00 are still being withdrawn from my checking acct. I tried to phone 5 different customer service phone numbers I was given each time I phoned co. I went into a Cricket store only to be sent to yet another Cricket corporate store. Each visit they gave me yet another phone number of call. [redacted] & [redacted] & of course [redacted]. Finally got in touch after being on hold for 35min with a Payment special. Informed Rep about withdrawals from my checking acct. I was "SHOCKED" at his attitude ! Exact words " Oh well, we can stop the re-accruing pymts withdrawal that's it. I requested a refund for the months that I didn't have service with that co. He said NO we're not giving you any refund. How can they charge a person for payment if you are no longer a customer I told him. Again, He said that's all he would do. I asked to speak with a supervisor or manager. His response was he was a Supervisor ([redacted] ) & hung up ! I'm on a fixed income & cannot afford to be taken advantage of. Withdrawals from my checking acct are : Twice in Dec 2013 - 12/2/13 & 12/31/13 , 1/31/14 & 2/28/14Desired Settlement: I would very much Like a Refund back to my checking acct. for the 3 months of service I didn't have with this company.

Business

Response:

March 12, 2014

Review: I bought a phone from a cricket retail store 3 months ago and within the 30 days store return warranty policy I brought the phone back and was denied a return on the phone even though it was malfunctioning. I was givin a warranty number to call and was ask a question and I answered honestly that I had dropped the phone before but there was no external damage done to the phone and I was denied a replacement phone due to the fact that I honestly answer that the phone has been dropped. I spent $300 that day I don't have that type of money to keep replacing faulty phones.Desired Settlement: I just want a replacement phone that I don't have to come out of pocket for I don't have it to keep replacing phones. the phone is 3 month old

Business

Response:

April 3, 2014

Review: Recently, I made two payments of $36.00 each to Cricket Communications, at the request of and on behalf of a relative who had been hospitalized several times and had spent weeks in a rehabilitation facility. Both checks have been cashed, but now I find out that the service was disconnected or discontinued, and because I'm not on the account, I can neither find out where these payments have been applied nor can I initiate any action to request a refund. Not being on the account, I understand that specific information cannot be released to me; but this is a desperate situation, and no matter how minimal, any outgoing monies should be credited to the living expenses and medical care for my elderly relative. Any assistance that you can provide would be greatly appreciated.Check #[redacted] was mailed to Cricket Communications on 02/14/2014 and paid on 02/19/2014...payment confirmation [redacted]; Check #[redacted] was mailed to Cricket Communications on 03/14/2014 and paid on 03/19/2014...payment confirmation [redacted]Desired Settlement: $72.00

Business

Response:

April 14, 2014

Review: I began service with cricket as a prepaid customer. I went into a cricket store and paid my bill of 53.80 on 4/20. Four days later my phone was off. I was told since I didn't pay my phone bill in February they took the payment I made in April to cover that month. However my service ws was off in February. So I can't understand how can they take payment for a service that was not provide. I contacted customer service, they told me I was month to month plan..I never was notified about month to month plan. I only knew cricket for their prepaid service. I never signed anything that stated month month contract.Desired Settlement: I would like my account to be credit with the payment I made and my service to be restored

Business

Response:

May 08, 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 a refund request. In his complaint,

Mr. [redacted] states that on April 20, 2013 he paid his bill of $53.80 and then

four days later his services were interrupted. Mr. [redacted] states that he

called customer service and was told that his payment was applied to a bill

that was never paid in February of 2013. Mr. [redacted] states that his services

were off in February and that he didn’t understand how Cricket could take a

payment for services that were not provided. Mr. [redacted] was then told he was

on a month to month plan which he was unaware of. Mr. [redacted] requests that his

account be credited with the payment of $53.80 that he made and that his

services be restored.

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.

On May 8, 2013 we spoke with [redacted]’s wife) regarding this complaint. We advised her of her monthly bill

cycle and gave an explanation of her bill. A credit of $29.47 was applied to

the account and services were restored. We advised Ms. [redacted] to contact

1-800-CRICKET if she is having trouble making her monthly payment and a

representative can assist her with a payment extension on her account.

We thank Mr. [redacted] for his communication

and we trust that this action resolves his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: WiFi device cost me 183.00 (including device and activation fee) had to purchase the unit itself, also purchased 2 headphone sets (they both do not work !!!)......internet was very slow, tried to return the item the nextday....was told they are non refundable..!!!!!!!!!!! out the door I paid 230 dollars , the internet is a joke and the headphones do not work !! Never was explained that they are non refundable....I want my money back !!!!!!!!!!!!Desired Settlement: I would like to return the device , it is a rip off !! and I want the money I paid for the headphones that do not work !!

Business

Response:

Review: My phone #[redacted],and modem #[redacted] are being exploited online w/every last detail ect ect ectDesired Settlement: I want any or all payment for all the cyber exploitation!

Business

Response:

June 20, 2013

Review: When I started my account with Cricket Communications in February of 2013 I had unknowingly been put on a "regular" monthly account that is billed on a specific due date each month. Prior to the activation I had asked if I was on a Pay as you Go account the representative stated "yes" and that if there was 1 month that I was unable to pay that I can just reinstate the account when funds were available to me. Today 07/10/2013 I contacted Cricket and was told I am on a regular monthly account not the pay as you go. I just made a payment of $61.00/USD on 07/05/2013 thinking that it would give me services until 08/05/2013. I have spoken with 2 different representatives and 1 manager, they offered me "Bridgepay" meaning they gave me a $24.00 credit approx. and then I have until 6pm tomorrow to pay $17 then in a week another $17, after I already just paid them $61.00. My concern here is that I only have $5.00 in my account and by my next pay date I will not have enough to make another full phone payment. I feel I was lied to by a "lazy" employee and now they have their $61.00 for a month of service I never used. If I had known that I was under some kind of "contract" when Cricket clearly states they are a "NO CONTRACT" provider then I feel I should have a written copy of "said" contract.Desired Settlement: I would like to have the $61.00 that I paid applied to the account for a full month of services from the date that this gets resolved. I don't feel I should get penalized for their error.

Business

Response:

July 17, 2013

Review: I came into the Cricket store to get my phone flashed and set up new service with Cricket. I spoke to [redacted] who took care of me at 10 am on 08/07/2013.We talked about flashing my phone and if I flashed my phone there will be features that would not be functional-i agreed. He begin to say that he can have the phone back to me on Tuesday and I explained to him that I could not do that time period because there are things I need to have and do on the phone. He agreed that he can have the phone flashed in 2 days and that the phone will be there on Friday 08/09/13. I called friday evening and he said that he did not have the phone and that he would pick up the phine friday evening and will have the phone at the [redacted] store that evening so that I can pick it up. I arrived on 08/10/2013 and found out that he was at another location and the phone was not at the store for pick-up. I called him telling him that I need my phone and reinerate the conversation about the loaner phone that he gave me was not a good loaner phone. he apologized about the loaner and that he couldn't make it to the [redacted] store in 30 minutes to give me my phone.Desired Settlement: I would like a possible of one of three solution. 1. new replacement phone 2. refund of service and phone 3. my phone.

Business

Response:

August 15, 2013

Review: I used my Visa card to purchase ZTE AC3781 Modem for $99.99, $115.05 with all the taxes and fees from Cricket Wireless on 7/19/13 and was told that I would have it delivered to my home by 7/21/13. My money was taking off my card on 7/19/13 and by 7/26/13 I still had not received my modem. When I called to check on the modem I was told that it was still at UPS. I called UPS and refused the modem. On 7/31/13 UPS delivered my modem to [redacted] to a warehouse. I called Cricket on 8/01/13 to make sure they received the modem and per Supervisor they received modem and I would receive my money back on my Visa by 8/31/13. Called Cricket again on 7/05/13 was told that my account was not cancelled until 8/19/13 so would not receive my money back until 7/19/13 by Supervisor [redacted] employee i.d.#[redacted] who said he saw I was getting refund of 115.05 and assured me that I would have it within 3-5 business days. I have escalated my call 10x's finally yesterday a Manager got on the phone and told me I would not receive my refund because they called UPS and UPS told them I received the modem. I called UPS ###-###-#### and they stated they did not tell Cricket Wireless this and that they never delivered my modem because there was no Apartment number to deliver it to. Cricket has been lying to me and will not refund my $115.05 and this has taken allot of time out of my days were I can be spending it with my children and I'm even calling them on my breaks and lunch at work. I am going through a divorce and need all the money I can get especially since I never received the modem and now I do not want the modem nor anything to do with Cricket Wireless.Desired Settlement: I want my $115.05 back plus $200.00 for all the hours it has took me to investigate where the modem went and where my refund is and for getting lied to repeatedly.

Business

Response:

October 7, 2013