Cricket Communications Inc

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: 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: on August 13th 2014, I , [redacted] called Cricket Wireless at 800 cricket and asked the Representative, one of the customer service reps and I believe she said her name was [redacted]. I had explained to her that I need the phone disconnected and that they had already taken the payment off my card so I wanted it refunded because they took it out early and then she said that she would and it was no problem it was disconnected she put in a refund amount and it was for 42 or 46 and it would be a week to 10 days before I actually got the refund, on friday the 15th, 2 days later, the phone gets a text message that says thank you for your payment and then next bill cycle is September 13th 2014 so on Friday the 15th I call cricket again and I speak to the same young lady and she says but I did it in here is the notes and she read me the notes back and it stated the confirmation number 13 that stated that should put in the refund amount that we had spoken and it there should be no problem in a swamp still getting text messages she said I'll fix that right now so thinking it was disconnected I reset the phone and I sell it to a local vendor and we move on to another wireless company and today is the 21st of August 2014 , so I speak to a manager today after being transferred from Billings to customer service in the customer service agent was extremely rude and his attitude was horrible and they transferred me to a manager named Amanda who blamed me for it crickets error and their customer service error and their billing department error for not disconnecting the phone well I did on the 13th Amanda the floor manager tells me that it was my fault the customer service agent before that told me it was my fault so my complaint is that their error and incompetent have cost me moneyDesired Settlement: I want a refund within 72 hours and I want an apology from cricket because all of their information is on a recorded line and every customer service rep every building wrapping every manager is recorded on what they say and how they deal with stuff I was put on hold 7 times so I would like an apology from cricket and I want a full refund of every dime I spent at cricket...within 72 hours

Business

Response:

September

2, 2014

Revdex.com

Review: Cricket wireless is a robber company, they sent me a sim card that did not work for my phone after I sent the company money, and have no working sim card, they refuse to refund my money back and all I got was robbed by the company. all I am trying to get is my money back. I have had my phone for (Android Prizim) for 7 years and had 2 different company's and the sim cards both worked, all I am asking for is to have the money refunded to the credit card that they got it off.Desired Settlement: Alla I am asking for is to have my money refunded back to the card that was paid to cricket wireless, my name is [redacted]

Business

Response:

October 28, 2014

Revdex.com

Review: This is a portion of what was submitted by letter to the President of Cricket Wireless. Our letter is very long with a large amount of details. We had to omit a portion in order to fit into the description box.We purchased 2 Nokia 520 Windows telephones based on the Cricket Wireless $50 rebate per phone and that it would be in the form of a Visa card. There were 2 separate orders with 2 separate accounts. Cricket Wireless now owes each of us a $50 rebate for the phones we purchased and the service we have maintained. We have been treated with some of the worst customer service ever experienced which includes multiple hours on the phone, in email, or attempting to use the chat service with representatives who have both verbal and written language barriers. We have filed a formal complaint with the Revdex.com so that there is a formal record of our complaint to add to all the other ones already submitted. The condition of the rebates was to have purchased the phones by 07/10/14 and to activate and maintain service with Cricket Wireless for 45 days. Cricket Wireless completed same day processing of our orders the last day to qualify for the rebate. We received email notice that the phones had been shipped on 07/10/14 which complied with the deadline. The service plan was also activated the same day as it was paid for in the same order. We know it was processed timely because we realized one phone had a cayenne red case and we tried to change it, but was told by the order department that it was too late. This was after being on hold for an hour and then being hung up on twice. We submitted all the required documentation to the rebate center within less than 10 days and complied fully with the mail-in date. We have had service set up and have maintained it for over 60 days. We checked the online status of the rebate on August 4th and it indicated it was approved pending completion of the service period requirement. 3 weeks later we received post cards stating the rebate was denied because it did not have the cost of the phones. The company received all the documentation which included our purchase orders. The rebate should have been processed and the Visa card sent by September 1st. Immediately following receipt of the notification we contacted not only the rebate center, but also the customer service department at Cricket Wireless. After spending several hours on the telephone with various people we were advised that the only item missing to fully process and send out our Visa cards was to send in the email purchase confirmation we received showing the cost of the telephones and the service plan purchased. We were specifically advised that nothing further was required since everything was on file already and that we would receive our rebate immediately. We have relied on the statements made by all the representatives.What transpired over the last several weeks was as follows: 1. Checking on line and not finding anything further about the rebate. 2. Contacting the company on September 12th and being told that it did not show they had received the additional documentation yet, but to follow up in a few days. 3. Checking on line again on September 17th and determining that the company had declined the submission for a 2nd time. At this point we are so angry and frustrated about how we have been treated and all the misrepresentations that we feel contacting you would be the next step.Cricket Wireless has committed what appears to be fraud and misrepresentation in their advertising the rebate. At our last contact we were told that the documents had to be mailed by 07/09/14. This is absolutely impossible. How can this be accurate when the purchase requirement was valid through 07/10/14; the deadline for mail-in was 08/09/14; and the rebate was received in the offices prior to the deadline of 08/24/14.It is unclear from all the documents submitted and everything that has been told to us by the companys representatives how our rebates could not be valid or acceptable. Being in the financial services industry for many years we know the importance of accuracy and thoroughness. We were meticulous in preparing the paperwork and photocopied all the documents required to avoid any issues or denial. We have no idea what happened to the original documents sent showing the sales price and service plan. It would appear that only through some type of internal actions by employees that Cricket Wireless would deny validly submitted rebates.It appears that the rules for the new rebate offer currently going on are being used on our rebate which was the prior promotion. The Fulfillment Department needs to be trained to process the rebates correctly according to the appropriate rules for each specific rebate or promotion. This creates a lot of confusion and poor customer service.We want a full explanation of why we have had to endure this kind of treatment and we each want our $50 rebate and preferably in the form of a cashiers check so they may be cashed and used immediately. We do not want a Visa card because of expiration date issues. We do not consider our request to be unreasonable and demand our rebate be completed and submitted to us ASAP. We do not want to take this to the next step.Desired Settlement: There were 2 cell phones purchased and 2 plans purchased. There are 2 cell phones being used on this account. Cricket Wireless, LLC must provided 2 $50 rebates. Rebates should be a cashier's check and not a debit card with a cost or expiration date.

Business

Response:

October 3, 2014

Review: Cricket let us pay $1200 for two Galaxy s4 phones less than 6 months ago and now they say that those phones and everyone else's who bought their phones before the AT&T takeover are worthless. They said we could turn in our $1200 phones for two $50 credits towards new phones. There is no way to switch them to another service and no way they can just switch them to AT&T. Come March they become paperweights. They are ripping off hundreds of tulsans.Desired Settlement: They should give us Galaxy s4 models that work on the AT&T network

Business

Response:

November 25, 2014Revdex.com

Review: About 5 years ago or more, I initially had a 2 year contract with Cricket wireless but went month to month after the contract was up. Eventually I prepaid for my service to gain a $5 discount each month making my bill $52.15 total. This was automatically paid from my bank account on the 2nd of each month. My phone completely stopped working on Thursday, October 2nd (the same day my automatic bill was deducted from my bank account). That same day I spoke with many Cricket salespersons via online chat and customer service calls. They could not offer me a deal on a phone and I could not afford to pay full price for a new one so I had to change carriers. They told me I could not request a refund until the account had been cancelled, which I explained that I would like my number transferred and this could not be completed until the new phone was delivered. No other information was explained to me in regards to this refund. I received my new phone on Monday October 6th and upon the number transfer, I called and cancelled my service and requested a refund for prepaid services I never received. They told me it could take up to 14 days and I should expect a call. After 2 weeks I never received that call, so I contacted them to confirm the request for refund. I was then told that the request was denied because they do not refund for prepaid services. I then asked to speak with a manager and was told I had to leave my name and number and management would return my call within 72 hours. I never received this call either. I had been a loyal customer to Cricket for many years, even recommending their services to others. But now they are trying to keep money for prepaid services that I never received. My Cricket phone did not work and had no activity for the month of October, which I had prepaid.Desired Settlement: I deserve a refund in full of $52.15 for prepaid services that I never received

Business

Response:

November 18, 2014Revdex.com

Review: I acquired a nokia lumina phone and 5 days later the phone blacked out and was further damaged when I tried to open the phone for the battery and the glass cracked from the pressure of my thumb. I took this phone back to the Cricket office of purchase on Rivers and they flat out refused to replace the phone. I was told I had to buy a new phone. Good customer service would have been to replace the phone since it was only a week old. The phone was defective to begin with or it would not have blacked out after a week, I tried to open the battery but the glass was obviously very weak. I actually cut my thumb. After having this service for a few years I should have been offered at least another phone. I now have a useless 5 day old phone.Desired Settlement: I would prefer a phone comparable in capability but not a Nokia Lumina they are obviously not good phones.

Business

Response:

December 9, 2014Revdex.com

Review: Dear Revdex.com:

This is in regards to my phone problems with Cricket wirelss. I Havve been with the old cricket as they call it and said there going out that the new cricket is in and will have to change over to the new one. I have been paying my bills every month over the phone with customer services. their # is ###-###-####. Told there is no headquarters or nothing. So I have no address to contact about this. they said they have no main office nothing. My payments are the 9th of each month. I have been getting ans arfull time paying it on the phone. Once they asked me questions like, whats my favorite food and my second choice etc. What the heck is that about. I hung up. I paid it last month and month before without any problems. I tried to pay it today and got all kinds of excuses. First I got a man and he took all my info including my credit card # etc then said, oh you want to pay 2000.00 dollars. I hung up and went straight to the bank to cancel m y credit card and get a temprary one till I get my new one. I called and explained and they too got my credit # etc then said,my zip code is not right. Of course it is. Ive had it ever since Ive been in sac cal [redacted].

They keep saying its not right. It m ust be in their system because its been paid 3-4 times with the same zip. I dont know whats going on here. I have the right to know why they wont accept my payment and leave me with no phone. I cant contact my drs or visa versa. I have a hard time getting around. I will go to the store where I bought the phone and got the services from. But its a hassel forme with my health issues. Id rather pay it by phone. What is going on here? They have no reason not to accept and now they want me to pay an extra 5.00 just pay my bill. NO NO NO I WONT PAY IT.There crooked. Its a no contract company. I cant find any main offices nothing to contact, Just the customer services. and I get such a hard time each time I want to pay my bill.

they have my credit card # twice and better not use it and not put it towards my bill for this month. I pay one month at a time. No more. this was never mentioned when I got the services. Now they want more money. First if spoke to a Irish then spoke t o the mgr [redacted] and got the same thing. they keep saying my zip code is wrong. No its not.they can find it in the phone book etc also. It has to be their system or something and IM getting the dirty end of it all. Something needs to be done, can you help me please? I need my phone. Its hard for me to get around but I will go to the store this time to pay it and hope they wont give me any problems too. I prefer to pay it on the phone. It just dont make any sense at all what their doing. What is going on here? I need help fast. Call me is any questions.I cant give you an address they wont give me one they dont have one.

Thank you kindly,

[redacted]PH # ###-###-####address [redacted]Desired Settlement: see complaint information

Business

Response:

November 26, 2014Revdex.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 the inability to make payments with her credit card. In her complaint, Ms. [redacted] states that she has problems making payments to her Cricket account with her credit card. She claims she made payment with her credit card in the past without any problem. When she tried to make a payment over the phone she was asked to pay $2,000.00, she disconnected the line immediately and cancelled her credit card and got a temporary card. After that she called back to make the payment but she received a wrong zip code error. In addition, she claims she was going to be charged $5.00 to make her payment. Ms. [redacted] is requesting to be able to make payment with her credit card without additional charges.

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.

For your convenience, we offer several payment locations and payment methods to pay your Cricket bill. Ms. [redacted] can make payments free of charge online at My Account, Quick Pay, My Cricket App, Automated Payment System and *Pay ([redacted]) from her Cricket phone. However making payment through Customer Support and at the payment centers have an assisted payment fee.

Regarding her credit card zip code error, Ms. [redacted] needs to contact her credit card company to resolve this issue. Cricket does not control her credit card approval procedures.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for your reply. I appreciate it and for your understanding. ID [redacted] cricket wireless. Yes, I have a new card as mentioned. I rather call my payment in rather than pay it online. I wont put personal info on the internet. I dont pay my bills that way. No I wont pay to pay my bills. I think thats ridiculous. I love my service its just getting to pay the payments. I will go to the store and pay it but its an nusiance. time comnsumming . If I cannot pay it over the phone and not charge me for it. I immediately went to the bank and explained the situation. Due to my health issues plus I need a phone. I just hope I wont have to change to another company.

Review: I am unable to get service in my area. After explaining this to technical support I was advised to sit near a window or go outside. Neither works any length of time. Constantly losing signal. Was advised there's nothing they can do & no refund is an option.Desired Settlement: Only option I have is a refund since they do not have service in my area.

Business

Response:

August 12, 2013

Review: I called in to crickets automated system by dialing [redacted] from my cricket wirless phone to make a payment and I put in my debit card infomation it sates the total amount due inc a 2$ processing fee it declines my debit card I talk to customer service they tell me call my bank I call my bank they tell me they charged 60.39 2 times on my debit card as a pending charge and stated the payment was processed so I call crcket customer service back they still state they have not got payment that was due of 60.39 but I tell them that it was charged to my account so they transfer me to a payement support spicalst and I got disconected. So I call back cant get though to no one I call a local corprate store of cricket they tell me the system is down call back later so I do and get payment support on the line I got payment spicalst rep number [redacted] he hung up on me when I was trying to get the issue resoved after 3 hrs I get a payment supervisor on the phone explain my issue to him he got my bank on the phone and tryed all he could to get it resoved I had to get a temp line on my account to get the funds on my account by monday.Desired Settlement: Issue a credit on my account for a free months service and if funds not receved on my account by monday issued money back to me thats owed keep my service on.

Business

Response:

November 8, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states that he called Cricket’s automated system to make a payment of $60.39 but it declined his debit card and gave him a message telling him to call his bank. Mr. [redacted] called his bank and was told that there were two pending charges for $60.39. When he called Cricket’s customer service, he was told that the payment had not been received. When they transferred him to a payment support specialist the call was disconnected. He made several attempts to contact Cricket to resolve this. Mr. [redacted] is requesting a credit for a free month of service and a refund of the duplicate charge.

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

Our records show that Mr. [redacted] made two payment attempts on November 2, 2013. One was with our automated system and the other was with a Customer Service Representative. Both of these transactions were denied. It would be necessary for Mr. [redacted] to contact our payment processing partner [redacted] at ###-###-#### to obtain additional information about these transactions.

We are not able to provide Mr. [redacted] a credit for a free month of service. Mr. [redacted] has already received a courtesy credit in the amount of $20.00 for this matter and we are unable to extend any additional credit. We are unable to provide Mr. [redacted] a refund for the charges, as our records show that the transactions did not successfully complete.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

As

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Not happy with service. Wanted to disconnect service, was told they would put in for a refund.less than 24 hours later was denied for refund given no reason for denial. I then called in to disconnect my service was told again they would put in for another refund, but had to find out a date for payment that was made to receive said refund, had to call back at a later time. Called back again with information I was told I needed to put in for refund. Woman at call center refused to put in for refund telling me I had been lied to. She ask me to agree to not ask for my money back before she would disconnect my service. I would not agree so she continued to tell me until I agreed to agree to the terms of giving up my money plus all the other terms and conditions she would not disconnect my service. At that point I ask to speak to her supervisor. When the supervisor talked to me he told me also that I had been lied to and he was going to fire that man and did nothing to make it right with me. But did make try to make me feel bad by telling me he was going to fire a guy and making me feel like it was my fault because he told me something. I would like my money back please. my current phone number [redacted]Desired Settlement: I would like for cricket to make it right and give me my refund.

Business

Response:

November 25, 2013

Review: After pre paying on 7/14 for use up to 8/16, I switched providers on 7/16 due to poor service in a fully covered advertised location. I attempted to call their phone support on the 16th but was denied access to speaking to an agent because my phone number had already begin porting to the new provider. Today, 7/20 I was able to reach a customer service rep via chat on their website who told me they will not provide me a refund for the approximately 30 days of unused service.Desired Settlement: Please provide me a refund for my unused service.

Business

Response:

July 25, 2014

Revdex.com

Review: In August 2014 I upgraded my Cricket cell phone based on two reasons 1. My existing phone was connected to their old Cricket 3G network and could not be connected to their new Cricket 4G network and 2. In a telephone conversation with one of their agent I was advised that the were having a promotion where if you upgrade your cell phone to a smartphone you will be entitled to a Promotional Credit Card valued $50.00 and that the card can be used towards the purchase of another smartphone. I ergo, availed myself of this offer, as I wanted to upgrade my wifes cell phone also.On the 1st instant I received the $50.00 Promotional Card and contacted Cricket via their chat line to confirm that I can use it towards the purchase of a new smartphone for my wife, only to be told by their representative that their promotional card can only be used to pay bills or purchase accessories. Upon questioning this and reiterating what I was told at the time I purchased my smartphone, I was told by the representative that she would seek further advise on the matter. And she subsequently stated that on the advice of her supervisor I can use the card to purchase a new smartphone, however, it will have to be at a Cricket Store (not online which is how I procured my smartphone) and it was at the discretion of the respective storeowner. How can a company issue a promotional card and place conditionally one its use to procure items from their own company. I find this action on the part of Cricket extremely dishonest and unethical and smacks of what in known as bait and switch.Desired Settlement: I am seeking the assistance of the Revdex.com (Revdex.com) in bringing about a amicable resolution to this matter by way of Cricket honoring their promotional card and allowing me to use it to purchase a new smartphone for my wife.

Business

Response:

November

21, 2014

Revdex.com

Review: I purchased a Galaxy III cell phone from Cricket Comm. Inc. on line on Marach 21 of this year. I ordered it over the telephone and was told the price and that I would receive a rebate of $100 after 45 days. Two months after I received the phone I was notified that the 45 days were up and that I had fulfilled the requirements and that I would be receiving my rebate. Sixty days passed and I called them and was told that "NO! YOU DO NOT RECEIVE YOUR REBATE UNTIL 10-12 WEEKS AFTER YOU BECOME "ELIGIBLE'. THIS IS VERY DISHONEST. I WAS FLAT LIED TO BY THE SALES PERSON. I TRUSTED THEM AND ORDERED IT IN GOOD FAITH THAT THEY WOULD REFUND ME THE MONEY WHICH I CONSIDER TO BE MY MONEY WHEN THEY SAID THEY WOULD. NOW I AM SURE THEY HAVE ALL KINDS OF STORIES THAT WOULD MAKE ME WRONG AND THEM RIGHT. FIRST OF ALL SINCE WHEN IN THIS DAY AND AGE OF ELECTRONIC BANKING DOES IT TAKE 60-90 DAYS TO SEND MONEY THAT IS OWED ON AN ACCOUNT? Furthermore, they said that I had signed something when I was forced or asked to fill out the form requesting the money that they owed me. Why in the world would I have to fill out a form requesting permission to receive money that they OWED ME? At this point, they had my money. Why should I have to jump through hoops to collect the money they promised me? I BELIEVE THIS TO BE REVEALING OF THE LEVEL OF HONESTY OF THIS CORPORATION AND IT MAKES ME SAD TO SEE THAT PEOPLE WITH NO MORE MORALS THAN THIS ARE IN CHARGE OF THIS MUCH OF OUR PEOPLE'S MONEY. I TRUSTED THEM AND THEY ARE CHEATING ME. [redacted]Desired Settlement: I need my refund of $100 sent now because I am leaving the country June 7. They owe it to me and they know that they set this up to do me in.I would also like to see a lot more honesty and transparency in the company.

Business

Response:

May 29, 2013

Review: I had a payment due on the 18th of May and with Cricket you are allowed to make a bridge payment of $20 per phone line. I had 2 lines of service but had the other line turned off last month. On the 19th of may I made a $20 bridge payment to keep my phone on for a grace period of 7 more days till I had to pay the remainder of the balance. The total amount of my bill is $48.79, on May 22nd my phone was shut off even though my 7 day grace period wasn't over and I was charged 36 dollars on my debit card before cricket would turn my phone back on. I paid the 36 dollars, contacted Cricket and asked why my service was shut off and why I had to pay an additional 36 dollars when I had just made the 20 bridge payment online with my debit card. I was told by the representative that their records indicated that I had not made a bridge payment when in fact I did. All their calls are monitored and conformation numbers are given when payments are received. So I was charged wrongfully by Cricket and had my service turned off before my 7 day grace period was up.Desired Settlement: I would like my account to be credited for the extra 36 dollars I was charged and I want Cricket to honor the 7 day grace period, and make sure that their records are in order when someone makes a payment online with a debit card. This is the second time this has happened with Cricket, it is a terrible wireless service who charges people 3 extra dollars if a person comes into one of their many businesses just to make a phone payment!!!!!

Business

Response:

June 3, 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 she made a $20.00 Bridge Payment online to keep her account active

for a 7 day grace period. Ms. [redacted] states that her service was suspended on

May 22, 2013 even though her 7 day grace period was not over. She states that

Cricket would not reinstate her service until the remaining balance on her

account was paid. Ms. [redacted] paid $36.00 to reinstate her service and states

that she was told by Cricket that there was no record of her making a Bridge

Payment. Ms. [redacted] disagrees with the fact that Cricket charges a $3.00

payment fee in order to pay her bill in a store. Ms. [redacted] is requesting a

credit for $36.00 due to the extra amount she had to pay before her 7 day grace

period. She asks that Cricket ensure their records are in order when someone

makes a payment online.

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.

BridgePay is a flexible payment option

available to Cricket customers. It allows a customer to make a minimum payment

of $17.00 per line of service, which is applied to the bill balance. In return

for this partial bill payment, the customer is given an additional 7 days

(grace period) after their due date to pay their bill in full. Customers can

set up a Bridgepay Agreement using [redacted], calling [redacted] or

texting ‘Bpay’ to [redacted].

Cricket payment locations charge a $3.00

fee to collect payments in the store. Cricket customers have several options to

pay for their service each month:

Automatic

Bill Payment

With this option, Cricket automatically

deducts the account balance from the customers’ credit card, debit card, or

bank account each month. There is no

payment fee associated with this method.

To sign up, contact a Vesta payment specialist at [redacted] or

Cricket customer service at [redacted]. There is a $5.00 monthly discount

for signing up for this payment method.

On

Device

Payments can be made using the My Account

application directly from their Cricket phone. Go to My Account via the mobile

web or tap on the My Account icon (looks like a money bag) on the phone’s home

screen and click “Pay My Bill.” There is

no payment fee associated with this method.

Online

Payments

Payments can be made through the My Account

section of [redacted]. There is no payment fee associated with this method.

Automated

System

Make a payment using a check or credit card

by dialing [redacted]. This is

service is available 24 hours a day and subject to a $2 processing fee.

Authorized

Payment Locations

Most authorized payment locations only accept

cash payments. Full Service Cricket

Stores accept cash, credit or debit cards, or checks. Payments are subject to a $3 processing fee.

Mail

A personal check or money order can be

mailed to the following address, Cricket Communications, [redacted]. Processing of mail payments can take 7-10 business days before

the payment posts to the Cricket account.

To help ensure timely payment processing, please write the Cricket

account number on the check or money order.

There is no fee associated with this payment method.

In reviewing Ms. [redacted]’s Cricket account,

we see that a $20.00 payment was received on May 19, 2013. This payment was

applied to Ms. [redacted]s account balance, however we do not have any record of a

BridgePay Agreement completed that day. Cricket’s billing system will not

recognize Ms. [redacted]’s payment for a BridgePay Agreement automatically; the

agreement must be registered for the 7 day grace period to go into effect. Ms.

[redacted]’s service was interrupted because of this. Her account was reinstated

once the remaining balance of $36.92 was received.

We are unable to provide Ms. [redacted] with a

credit for $36.00; however we have applied a $15.00 courtesy credit on May 31,

2013, for the inconvenience that this may have caused her.

Cricket values Ms.

[redacted]’s continued business and we trust that this explanation closes 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.

I am not satisfied with this response because when a person makes a payment online you have to set up a bridge payment request there is no getting around this other wise you cannot make a payment. Cricket isn't denying that I made the payment, so how could I have made this payment without the bridge payment request?? The 7 day grace period that Cricket offers was completely overlooked when my service was terminated before the 7 days was up. The 15 dollars that was offered isn't going to make up for the inconvenience of my service being terminated because of their neglect. I have been a loyal customer for over 6 years and except for this incident, and a former complaint with Cricket last year I am satisfied with my service. Cricket would make a better business if it would treat their customers a bit better and listen when something like this happens instead of trying to credit an account to shut them up!!

Regards,

Business

Response:

June 13, 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 rejection filed by [redacted] regarding Cricket service. While we apologize to Ms. [redacted] for her inconvenience and understand her frustration, she is not addressing any new items in her rejection. As previously stated, we see that a $20.00 payment was received on May 19, 2013. This payment was applied to Ms. [redacted]s account balance, however we do not have any record of a BridgePay Agreement completed that day. Cricket’s billing system will not recognize Ms. [redacted]’s payment for a BridgePay Agreement automatically; the agreement must be registered for the 7 day grace period to go into effect. Ms. [redacted]’s service was interrupted because of this. Her account was reinstated once the remaining balance of $36.92 was received. A credit of $15.00 was applied on May 31, 2013 as a courtesy to Ms. [redacted]. We respectfully request that this complaint is closed as resolved.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: In the month of may I made a payment of $61.76 for a month of service. Then nine days latter I received a text message from cricket saying that my bill is due on the 31st of may, in the total amount of $58.76. Today June 3rd I no longer have any phone or internet service. I can still receive text messages but that's not what I paid for. This is not the first time that this provider has done this but this is the first time I am going to complain about there billing nonsense.Desired Settlement: Would like my month or service that I paid for not only eight days of service that I received.

Business

Response:

June 10, 2013

Review: I have two lines of service with Cricket. One for me, one for my wife. We had been on their $50/month plan which would place our total bill at appx $105/month. At the beginning of May 2013 I called to switch to a new plan they had been advertising: $80/mo for two lines of service. The only [redacted] was that I had to enroll in auto bill pay. Normally, auto bill pay is something I stray from but with the potential to save $35/mo.....how could I pass it up? Found out that I had even qualified for a LifeLine discount which would make my bill $70/mo. Sounds to good to be true, right? Well, although I paid $70 that day, when the 2nd of June rolled around (the first time that payment would be automatically deducted ), $92 was drawn from my account. Immediately we called Cricket Customer Service. After being given the runaround for the better part of an hour we finally got the guy to request a refund for us. As it turns out, our refund request was denied 2 days later, but we didn't find that out until WE called them back 5 days later. We were told that any further complaints regarding this matter would have to be brought to the corporate store level. I'm not driving 100 miles. I've since called two cricket does in my immediate area but to no avail because they are not "corporate" stores, I've tried contacting the company through their [redacted] page and even called corporate headquarters in [redacted]. Seems they're wanting to credit my account...and even then, only gradually, with a couple bucks pureed here and a couple bucks off there. That's not acceptable business. When they drew $21 too much from my bank account they put me in a position to where I had to incur an overdraft fee just to pay my light bill. So that's $46 I feel this company owes me. All I want is my $21.Desired Settlement: I want my money back. I want an apology. I want off auto bill pay but I still want the discounted rate I was supposed to have. I ultimately just want respect from a company I've done business with for three years.

Business

Response:

June 21, 2013

Review: I have been fighting with cricket service for 6 months. I purchased a SAMSUNG R720 around 04/12 after a couple of months it started having start up issues or would have to be plugged in to be used. I went to cricket corp store on [redacted]. They gave me new battery and said they would take care of me. Now a year and 1 month later I have been going to there stores with the same result either new battery-cord and promise to take care of me. They led me on till 1 month past my warranty time was up to say sorry there is nothing we can do. You should have gotten it replaced before now. I called the corporate contact line to go up a line of people that felt I should have done something before now(even though I had been going to store for half a year)or read my manual to see how to fix myself. A woman stating she was a Manager named [redacted] told me that she could not see any documentation showing I had been in the store making a complaint. I asked her if it is the customers responsibility to make her employees note someones account when there is a problem brought to their attention. She said they do when people call in. After speaking to [redacted] a manager and not getting any help I asked to speak to someone higher she brought [redacted] on the phone. I asked if he was higher than [redacted] he said yes he was. Then after a long drawn out debate he offered me 25. credit to my account as long as I bought a new phone from him. I asked his name and position he said [redacted] and he was a manager. I then questioned if he and [redacted] were both same level he said yes. I was furious and asked for someone higher than him at his location he said he was the top. I asked him if he had a boss he said yes I asked if he was at same location he said yes. At this point I had caught [redacted] in two lies. I confronted him. He said he was just trying to give me customer service. I have worked customer service for 20 plus years and never have felt the best for my customer is to lie to them... like I told [redacted].... Shame on him and CricketDesired Settlement: I feel I have been putting in more than a reasonable effort to get cricket to help me fix my phone and have only been faced with delays and rudeness until it is too late in their opinion for me to use a warranty. I feel they should be responsible to replace my phone with a phone of same quality that I thought I had purchased. I also was unable to use my phone at many times or use it not in the fashion it was suppose to be used that they should replace some of my funds I paid for bad service

Business

Response:

June 18, 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 Cricket phone. In her complaint, Ms. [redacted] states that she has been having issues with Cricket customer service for over six months. She purchased a phone and began to experience problems with it immediately. She has been taking her phone into Cricket stores for over six months now and her issues have not been resolved. Ms. [redacted] feels that she was pressured into not exchanging her device until after her warranty expired. She states that now Cricket advises her that there is nothing she can do besides purchase a new device. She feels that if someone would have taken responsibility and replaced her phone in the beginning, none of this would have been necessary. Ms. [redacted] requests a working phone of the same kind and quality as the one she had previously purchased.

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

On June 10, 2013, a message was sent to the Customer Operations Manager in charge of the area where Ms. [redacted] resides. On June 12, 2013, and again on June 13, 2013, a call was made to the customer and a message was left requesting a call back to discuss the issue. We have made our best attempts to contact Ms. [redacted] regarding this matter but have been unable to do so. Contact information was left for Ms. [redacted] on both messages instructing her to call back if she wishes to pursue her complaint.

While we were unable to contact Ms. [redacted] regarding this mater, we thank her for her continued business with Cricket and trust that this explanation resolves 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.

As I told them many times and they could see if they look at my usage. My phone does not work. I have not received any calls or been able to respond because the phone Does NOT work. If they would like to contact me I have a couple of message numbers they can contact me at. [redacted] or [redacted]

Regards,

Business

Response:

July 1, 2013

Review: I had internet service but cancelled through the store on [redacted] in [redacted]. I do not know the exact address. The cell phone number I provided is not the number for the internet service, I do not know what it is. The number listed is my personal cell phone number through a different company, do not call it on this issue. I have been trying to work with [redacted] and [redacted] through email, for several months, to get this issue resolved. It has not worked. I am still on auto pay for a service I cancelled. I want it stopped. I have filed a complaint with my financial institution.Desired Settlement: Refund plus interest.

Business

Response:

July 25, 2013