Cricket Communications Inc

Review: in february 2014, my husband and I went in to the store to buy new phones. the agent talked us into purchasing fully flashed iphone 4 saying that they were great phones. she had one herself and she had no problems with it. we fell for it and bought two for $450.00. we take them home. my phones applications don't work at all. my husbands phone worked for twoi weeks and then it wouldn't hold a charge at all. took it back, they charged another $80.00 for a new battery. it worked for another two weeks and again it would not hold a charge. took it back and they don't know what is wrong with it and it is our problem. they offered to give us $150.00 for the phone if we bought another phone for $300.00. no way.Desired Settlement: I would like a refund for $450.00 for the broke phones they sold us and the $80.00 for the battery that didn't work and $57.00 monthly rate we couldn't use because the phone didn't work.

Business

Response:

May 15, 2014

Review: I purchased the phone from cricket over the phone they never disclosed any terms to me and they told me that I had 4g coverage in my area.When the phone arrived about 5 days later it was not only 3g but it could also bearly open one page of internet that I had paid for.I sent it back in two days, and UPS confirmed cricket received the phone.But when I called for my refund cricket was not able to pick up the phone I kept trying in different ways I could, and they.kept hanging up on me until one day I mamaged to get hold of one CSR.They told me I could not receive all my refund because they just can not do it.Asking why? She said am not eligible for a refund.Now am asking if there coukd be anyway I can recover my money which is $600+ As I never used their phone more than two days.I will appreciate your prompt response to this matter.Thank you.Desired Settlement: 52.23 dollars for service plan that I didnt useAnd 573 dollars for the device as it was returned 7 days of receipt.

Business

Response:

March 10, 2014

Review: On 08/11/2014, I sent my device Nokia Lumia 1320, to Returns Center, [redacted] Indiana,46168. Unfortunately, this product has not performed well, because it did not read a Simi card, and plus has been defected. I am disappointed because the product does not work properly; the service was not performed correctly; I sent a product on 08/11/14 and still wait for return my device back. I called to return department 5 times, to see a status of my device, NAS I was told to call over another day, to get a tracking number, I still did not get it. The customer service not giving me specific details about my device. Its already over 2 weeks being without my phone, and I still paying for plan service to keep a phone number.Desired Settlement: To resolve the problem, I would appreciate your consideration to refund money for the period not using my device, and to get new Nokia Lumia 1320 phone.

Business

Response:

September 4, 2014

Review: I bought a cricket phone and a $55 phonecard good for a month, I called to have servise turnd on they said sorry no service in my area, so I took phone and the $55 phone service card back and kmart said they cant give back money on the $55card, said call cricket, iv called and they gave me an address to mail the card to, I bought stampd envelope maild it back, its been almost a yr and they havent sent it back, they said they see my $55 service on my account, I say just send me that $55 back they said ok give them bout month, its been nearly a yr and no refund, I have gave them a long time and never got back the refund check, im disabled and need my money back, can and will u please help me. It was cricket wireless, I bought and paid for and I had to go get service somewhere else, please help, godblessDesired Settlement: They need to give me a refund check back to [redacted],

Business

Response:

November 26, 2013

Review: On June 26th my husband and I ordered (on the internet) phones and service from Cricket. We were told we had 30 days to decide if we were happy with the phones and the service. Received the phones on or around June 29th. Paid for phones and service for 2 lines a total of $210.37. On July 6th, we discovered that we did not have service in the areas we frequent on a regular basis. I called Cricket Customer Service to cancel service and get an address to return the phones. I was informed that to get my money back for the phones, they had to be received by July 28th. I was told that they would not be able to return money for service for that month but they would return our cost for the phones. When I got my July credit card payment, I found that I had been charged for another month's service from Vesta/Cricket for $55.18. I called and reported the billing error to Cricket. They informed me that they had no way of refunding the money for service. We discussed the fact that the service had been cancelled the previous month. They said that I could get another phone and they would put my minutes on that phone, therefore using the amount paid from my credit card. I explained that I couldn't use their service when I live, only to have repeated that they could put my minutes on another phone. I then asked to speak to a Supervisor, she ([redacted]) got very agitated with me and kept saying, there was no way to refund my credit card. I accused them of stealing, because that service had been cancelled and phones returned. Then she informs that no we had only cancelled one phone and that was why they collected for service for another month. I said, I had cancelled both lines, why would I have returned both phones if I hadn't cancelled both services. I could not make her understand. She just insisted that I get another phone and let them put the minutes on that phone. I can not use this service where I live. More minutes would never be of any use to me!Desired Settlement: I feel they were fraudulent in collecting for another month's service. I would like a refund of the $55.18 for the cancelled service and the $128.00 we have coming for the phones we returned. Thank you.

Business

Response:

August 12, 2013

Review: My voice mail won't work on visual and they have refused to fix issue I went to cricket store today on voice mail issues it was working yesterday today is not they made calls and then told me due to not being employed or havering another phone access to me for the next 24 or 48 hours I would at my expense have to drive to [redacted] or [redacted] to possibly have issue corrected that requires me to hire a driver and pay gas money which is about 300 to 500 dollors that is not acceptable and uncalled for I am disabled and need my phone working correctly and they refuse to do anything when cricket has admitted it's there update that has caused the issue but yet they want me to continue to pay for services refused to fix phone due to didn't have another number they could call 24 to 48 hours later so was told I had to drive to either [redacted] or [redacted] cricket did an update and it wiped out my visual email I pay for in my plan I went into store and asked for help fixing it two hours go by and im told unless I have another phone number to give them they could not do a trouble ticket or fix phone that the only other resource was to go to [redacted] or [redacted] to have a certain store see if they could fix it im disabled and single I don't have the money to hire someone to take me to either place then I talked with [redacted] and she was in [redacted] she told me to take phone back to factory setting and redownload everything again which has taken me two days to do and reloading was a nightmare its stilol doing the same thing and she was off Tuesday in [redacted] wed so I have to wait till Thursday go back to [redacted] store and go through all this again I have went to apple store theres nothing wrong with the phone and no where in settings are the visual email there calling it no setting im paying for them butdont have service and even they have admitted this update has caused these issues so its there fault but they want me to pay someone to take me out of town to fix phone all because I don't have a second phone that's just not right no where in the imformation do they say this any where it was working fine then it disappeared no phone can work if its not showing it up to run it would cost me a lot of money to do what they are asking and its there fault not mineDesired Settlement: I want my phone fixed and I think being there fault they should front the bill not me this has been a nightmare for me with them and feel that I should be compensated in some way and if traveling is only resource they should pay experiences incurred for that if I was at fault I could see me having to pay I bought this phone from this location new for 600 on December 28th of 2012 its not but 5 months old been in outter box case whole time phone is very new condition its the only problem apple tried.

I am seeking for this issue to be fixed on my phone and that they cover cost to hire a driver and gas to another out of town location and I feel with the run around the three hours of dealing with this I should be remember used for my time as well I'm asking for a 500.00 to cover driver and gas and cost to fix phone when clearly it's on there end not mine

Business

Response:

May 24, 2013

Review: I request cricket to unlock my iPhone. So that I could move to another carrier. The manager [redacted] Informed me that cricket would not unlock my phone because 1. Apple would not allow it. 2. They told me that the phone would not work on another even after it was unlocked. I informed [redacted] that I was not getting stable internet and voice on their carrier. He was not concerned with the issue. Also I informed him that with family mobile. I would get a stronger signal, same plan for 39.88 plus employee discount of 30%. I asked [redacted] if he could match that. He told me no. I asked for a full refund of the iPhone at the paid price of $459. He refused and told me I had 30 return only. I then asked [redacted] for his supervisor he told me that he would have to have his supervisor call me in 48 to 72 hours. I asked him for his corporate number he gave me [redacted]. After call that number I found out that he in fact did not give me the cooperate number, but I fact given me a local store.Desired Settlement: A full refund of the phone and a refund of service bill after this date 10/31/2013 of complaint to the time of the issue of resolve. Or the phone unlocked from their carrier, or phone replaced with and unlocked phone of same type

Business

Response:

November 6, 2013

Review: I purchased a new phone from Cricket on April 25, 2014. After the second week, I started to have issues with the phone - I have to complete a factory reset on the phone at least once a week, often times more. In addition to this, the battery that came with the phone was defective from the start. The phone would only stay charged for an hour or two at the most, then stopped keeping a charge all together. I took the phone into the Cricket store about a month after purchase and was advised that because it had been longer than 7 days after purchase, I would have to pay additional money to replace the phone. When the battery would no longer hold a charge, I was advised that I would have to pay $30 to replace it. I don't feel that I should have to pay to replace either the phone or the battery as they are both defective and there has been no damage sustained since the time of purchase. At this time, I am currently looking for work and depend on my cell to get calls and messages in a timely manner. My brother has taken over the payment on the phone - a phone that I can not use at all unless it is attached to an electrical outlet and even then the phone will shut off and have to be restarted.Desired Settlement: I would like a replacement phone of equal value at no additional charge to me.

Business

Response:

August 27, 2014

Review: Upgrade phone and had to purchase new service plan for $50.00 a week ago on 5-8-13, recieved text msg that my bill is due today 5-15-13.Desired Settlement: accept my payment on 5-8-13,along with 1 month free service.

Business

Response:

May 17, 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 payment posting to his account. In

his complaint, Mr. [redacted] states that he upgraded his phone and purchased a new

service plan on May 08, 2013. Mr. [redacted] states that he made a service payment

on May 08, 2013 and it has not posted to his account. Mr. [redacted] requests that

the payment post to his account and 1 month of free service.

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.

According to Cricket’s records, Mr. [redacted]’s

payment of $59.70 posted to his account on May 15, 2013. As May 15, 2013 is the

due date on Mr. [redacted]’s account, no additional fees were assessed and the

service was not interrupted. Regrettably, we are unable to fulfill Mr. [redacted]’s

request for a full month of free service. As Mr. [redacted] has been a loyal

customer with Cricket since 2009, we are able to apply a credit of $25.00 to

his account as a courtesy.

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: 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 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: Salesman said I would have good coverage from [redacted]. But had very poor with only 1 & 1/2 bars on phone. Unable to call even [redacted]. Salesman also said there were stores in [redacted]. In fact there are none. One in [redacted] that just sell's Min. I called them & asked on my land line. Called CRICKET & canceled the service on 2-8-14 . Cancellation # [redacted] . Sent phone back the same day. CRICKET said they will refund price of phone but not the $ 70.00 for thr first month's fee.I feel the salesman lied to me about the product.Had I know would not have bought it.Desired Settlement: full refund

Business

Response:

Review: My name is [redacted] and last year my husband for an early Christmas gift in November bought me a new phone from cricket wireless. He bought me the Galaxy s4 which he spent $600.00. I was recently told by friends and family that cricket started a merger with at&t. I was concerned so I called cricket and spoke to an employee she informed me that in the beginning of last year the merger began. I asked if this would affect my phone service in any way she then told me that by next year in march my phone would not be compatible on there network and that I would have to purchase another phone.I explained to this woman that my husband just paid $600.00 and that we refuse to buy another phone. I was then told there was nothing they could do. I then went to a cricket store and was told that if I trade my phone the value would be $120.00. I felt insulted first off all I was never informed by cricket of this merger but yet they're still selling these cell phones knowing whats going to happen next year and not telling the customer in my opinion this is fraud they shouldn't be allowed to this. I am not the only one there are so many complaints online that I have read. I hope with your help something can be done about this.Desired Settlement: I would like to receive my money back because I can't trust this company anymore there more interested in when the bill is going to get paid. Their dishonesty and lack of sympathy towards there customers has more than angered my the fact that there is nothing they can do frustrates me even more.

Business

Response:

August

21, 2014

Review: I have had an active Cricket account for almost three years. I paid my latest bill for two lines on April 22, 2014, and four days later my phone stopped functioning. I sent a message to a friend, left my phone on the couch, and when I returned it was turned off and would not turn on again. I tried charging it and changing the battery, but it will not turn on. I contacted Cricket on April 27 to disconnect the line to my non-functional phone. I asked them to prorate my four days of service and apply the difference as a credit to my bill for the next month, since I would still have a line open with them. They refused to do so, and on speaking to a call-center supervisor, I was told his superior would call me back in twenty-four hours. At the close of the phone call, my line was not disconnected because I would not agree to their terms. 25 hours later, I have not received a phone call. I stopped by a local store this afternoon to disconnect the line, and again was told, "You just lose that money, because you prepaid." The line to my malfunctioned phone is now disconnected, and my bill is technically overpaid by about forty dollars, which is roughly a full month's service for one line. It does not state on my e-bill that credits for overpaid accounts cannot be applied. It does not state that paying in advance for a service requires I maintain that service even when I am not capable of receiving it.Desired Settlement: I would like my service for the disconnected line to be prorated for the four days that I had service, and the remaining amount that I paid in April to be applied to my account as overpayment (a credit to my next bill). I am not asking for the amount to be refunded to me, as I am still a Cricket customer with an open account. I want the balance to be adjusted appropriately for the services I am and am not receiving.

Business

Response:

May 12, 2014

Review: Cricket Wireless knowingly sold cdma phones to unknowing customers of a pending merger with [redacted]. They knew cdma phones would become obsolete in an unreasonable timeframe from the date of sale, yet they continued to sell the phones at full retail cost. Gsm phones will be the only ones that [redacted] and cricket can use in a year. There is significant evidence that cricket and [redacted] were discussing acquisition details in months leading up to the actual sale. I had no lawyer present at the time of sale of the phones and there was no information provided to me when I asked if Cricket would be bought out. The employees laughed it off as though the phones being purchased would be usable for years to come... something we now know is not the case. I was very upset that Cricket knew of this last fall and still continued to sell these phones at full retail cost. There is another matter I find to be concerning. You now offer a 5 smartphone plan for $100. Granted the plan has less internet usage offered, it is still a much better deal than you should be offering to people who also have less phones. That would bring my plan from $80 per month to $40 per month if you offered it to people with a dual lines. This would not be an issue IF we signed contracts, however, we did not. This is a month to month service and equality is the only way the company should be operating.Desired Settlement: You can let me know what your resolution to this growing problem is and I will rebuttal.

Business

Response:

April 25, 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 knowingly sold CDMA phones to customers who were not aware of a pending merger with [redacted]. She states that Cricket knew CDMA phones would become obsolete in an unreasonable timeframe from the date of sale, yet continued to sell the phones at full retail cost. She states that GSM phones will be the only phones that [redacted] and Cricket will use in a year and that there is evidence that Cricket and [redacted] were discussing acquisition details in the months leading up to the sale of Cricket. At the point of purchase she asked if Cricket would be bought out and the employees did not provide her with information about the acquisition. Ms. [redacted] states that Cricket offers 5 lines of service for $100.00 per month. She feels that it should be offered to others who have less than 5 lines of service, if she paid the same rate as those who have 5 lines for $100.00 her plan would be reduced from $80.00 to $40.00 per month.

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.

On July 12 2013, it was announced publicly that [redacted] intended to purchase Leap Wireless International (Cricket). The transaction was subject to review by the [redacted] and the [redacted] as well as other routine closing conditions. Until the transaction was approved and filings complete on March 13, 2014 we remained competitors with [redacted] and their prepaid brand [redacted]. Upon completion of the acquisition, we notified our customers of the upcoming changes and although the financial transaction for our merger is complete, we still have a lot of work to do in order to combine our brands. As a current Cricket customer, there is nothing that Ms. [redacted] needs to do right now. Her phone and phone number will continue to work and her monthly rates will remain the same. In the not-so-distant future, we will send Ms. [redacted] special communications inviting her to a new Cricket store when she’s ready to choose a new plan and phone to enjoy Cricket’s new reliable, nationwide 4G LTE network. We will keep Ms. [redacted] and all of our customers updated as soon as we have more information to share. We ask Ms. [redacted] check the following website, [redacted] for updates.

Cricket determines pricing and promotions at the sole discretion of its business. Not all promotional pricing may be available to all customers in all areas. Certain promotions may require activation or purchase requirements. New customers activating service automatically qualify for Cricket’s 5 for $100 plan with the purchase of three of more smartphones. Existing customers with three or more lines of service can qualify by adding a new line or by upgrading a basic line of service to a smartphone.

In reviewing Ms. [redacted]’s account she has two smartphone lines and in order to qualify for the promotion she would need to add a third line of service. Regrettably, we are unable to make exceptions to the promotion requirements and cannot offer this rate plan to Ms. [redacted] at this time.

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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Since April 11, 2014 when I filed my Revdex.com complaint, I have had 2 random fees charged to my account and YOU SUSPENDED MY ACCOUNT. MY ACCOUNT IS PAID THRU MAY 24th. [redacted] You do not typically charge customers for 2 months of service in advance. Why would you charge me on April 25, 2014 for services for May 25, 2014 thru June 24, 2014??

Review: My husband and I decided to get cricket on the 23rd of October. WORST MISTAKE EVER! My husband and I both got semi pricey phones and were excited to get something more than $30 [redacted] phones. BAD IDEA! When we got the phones we had to pay for the first month of service as well as the first payment for buying the phones. The pricing was not terrible, however they want the payments every other week and they take it out of your account WITHOUT telling you! The it girl that was helping us purchase the phones kept taking so much that her session kept signing out so she has to sign back in and start all over again numerous times. Then she couldn't get the automatic bill pay (for the phone bill, not the payment for buying the phones) set up because she was doing an account inquiry, not a pre-authorization, and she was entering the wrong zip code. Two weeks later when the phone payment (for buying the phones) was due I went into the store to make the payment, and this time finally got the automatic bill pay set up (phone bill only). Today I looked at my bank account and saw that they had double dipped into my bank account! I went back to the store that we bought the phones from and tried to get the issue resolved only to find out that the people financing my phone were a completely different company and that there was nothing they could do about the money that was taken from my account. Ok, I can understand that. However when I asked the manager why this was the case, and why we were not told about this he started to argue with me and yelled at me. This problem escalated so much that we decided we did not want the phones any more. The manager made excuse after excuse as to why he could not return the phone. He even called my husband a LIAR!!! He said over and over again that we were not being honest. Once he did decide that he was going to refund the phones he told us that he was only going to refund $40!!! We paid $211.88!!!!!! When asked why he was going to refund so little he said it was because that store was not a corporate store. We were lied to, mistreated, yelled at, and argued with! They did not tell us that the payment for buying the phones was going to come out of our account automatically and when we wanted answers they were rude as hellDesired Settlement: get them to stop double charging people

Business

Response:

February 7, 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 have been with Cricket for 14 years. Until the past few years it's been great. But recently every phone they sell me goes out within 6 month to a year. The most recent phone I purchased I decided not to spend much on because of the quality of their phones. The salesman was completely rude and basically told me for what I want to pay ($30) there was only one phone. I get this phone home and it's basically useless except for standard calling and texting. It claims to offer internet but it takes minutes to even open the browser and even longer if it decides to work. I was told by reps that I can only return it to a corporate office even though it was only two days later. I pay for a service that offers unlimited everything yet I basically have no internet,cant send or receive photos as promised and they continue to repeatedly lie and scam me. This is the second time they've done this and accepted no responsibility. They told me you get what you pay for. Well I wouldn't pay for something if the services I pay for monthly don't even work on the phone! Then they offer me a nokia Lumia(when I complained online)that I was never told about in store but still left me with the useless phone. They were extremely rude when I asked about a payment plan for the Lumia or really any phone that could work with what I needed.They belittled me and basically told me I was welcome to go somewhere else if I want a free phone. I didn't ask or demand anything! I just couldn't believe after being such a loyal customer I was brought to tears by a cust rep and made to feel like I wasn't valued. All I wanted was what I was told I was getting in the current phone. It's useless. The in store rep told me this when I tried to return it. Talk about customer service at it's finest! I've been with them so long but now I'M just being taken advantage of and I hate that feeling. paying for services I don't have.It'S unfair and it's downright wrong. They couldn't even connect me with someone in the US and they said it's not possibleDesired Settlement: I'm willing to stay with Cricket because the service is good but after the harassment,hurtful things said and general disrespect I don't think a decent internet accessible phone with a camera(as I'm supposed to be able to send photos!) and the ability to send/receive text,video etc is that much to ask. I would even be willing to take a refund of the $30+ tax for the phone I purchased that I can barely use. I wouldn't have bought it had I known I cold spend a bit more and receive better.

Business

Response:

August

19, 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: 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