Cricket Communications Inc

Review: The new service is bad Everytime I call I get disconnected after being on hold for long periods of time . The people working at thecall centers are very hard to understand they don't speak clearly and it is very hard to communicate with them. The staff is not knowledgable of the services they provide and do not have the ability to help when asked for assistance . There are to many different departments you have to be transferred back and forth to and when you ask them for a direct extension they say do not have one . I had a problem where I needed apple to talk to cricket and myself all on one call and cricket had no way to conference call apple . I actually had to have apple on one phone on speaker and cricket on another phone on speaker so each could talk to talk to each other . The processes took over 3 hours of being on the phone and the problem was still never resolved to my satisfaction. I still eneded up having to go into a location where the staff there was rude and unknowledgeable . They acted as if it was a inconvenience that I was There on the store asking for help . I asked to make sure I was still on auto bill pay they said I was. Come to find out after being there for over a hour the store staff actually unrolled me so I had a problems later on in the month with my bill. I am also upset with the fact that I just spent over 600 dolllars on two different phones in December and now you have to switch over to a new cricket plan and but all new phones buy march of 2015 or your new phones won't work . I was not notified of the change by anyone at cricket and would not have been unless I had had my original problem. Now I ma stuck with 1200 in phones that I can't do anything withDesired Settlement: I would like cricket to upgrade my phones for the new cricket wireless plans at no cost to me and fix the problems we all ate having with the new service

Business

Response:

July 14, 2014

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: 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: Less than two weeks after starting internet service I canceled and returned the modem . They received the modem on April 29th (I have a USPS signature card). On May 9th they refunded me for the modem and then charged me 41.24 (automatic bill pay) for the next months service. I called and told them that the had charged me for service that I didn't have. They said that the auto bill pay hadn't been turned off and that they had a "no refund policy". They then said that they wouldn't charge me any more! (generous of them). I've filed a claim against them with [redacted]. I hope you can help.Thanks in advance,[redacted]Desired Settlement: I want the 41.24 that they charged me on May 9th returned.

Business

Response:

May 27, 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 she returned a modem to Cricket on April 29, 2014. On May 9, 2014 she received a refund for the modem but was also charged $41.24 via Automatic Bill Pay for the upcoming month of service. Ms. [redacted] called Cricket and was told that a refund could not be issued. Ms. [redacted] is requesting a refund in the amount of $41.24.

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.

Ms. [redacted]’s equipment return was processed on May 9, 2014 and the account disconnected this same date. Prior to the account’s disconnection, Automatic Bill Pay deducted a payment of $41.24. This was an untimely occurrence and we regret that Ms. [redacted] was misinformed when she called about receiving a refund.

On May 27, 2014 we issued a refund in the amount of $41.24 back to the [redacted] card ending in [redacted]. The confirmation number is [redacted] and it may take 3-5 business days to process back to the card.

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

Regards,

Corporate Customer Relations

6380 S. Fiddlers Green Circle, Suite. 900

Greenwood Village, CO 80111

Review: I went to a cricket store to trade my galaxy note for a new galaxy s4 on thurday feb28,14 I was told I could get the value of 350 for my note and pay the difference, I also asked for my wifes trade in a galaxy s3 for a new one, I was told they would trade it would be 250 and I woild pay a diference of 100 dolars. But at that moment the sistem was down and I could do any of the trdes, my wife went the day after and an employee named [redacted] said she would do itbut she didnt have the phone I was asking for the white galaxy s3 I told her to please check and she found it, and suddently remember she didnt have any ink, and she needed to print something for th trade. I told her I would go back the next day, we went back and said the had sold the phone and the system was down. But they would save the phones to do the trdes for the next day, I went the next day qnd said they had a problem with the inventory and had to fix it, [redacted] said she would call me back to tell when it would be ready, haedes back to work, and called later to see if I could go get the phone traede and they said the had no ink, I went back and told me the system was down, inwent bak later and they had sold the phones so they coukdnt do it. I kown they just didnt want to do it, caus3 I know its better on their store to sell anphone then to trade it, but its a service the company offers. The store adress is [redacted] phone number [redacted]Desired Settlement: I just want the employees to stop laying so the dont have to do a trade.. and to let tyem know a complaint was file agaisnt that store for their lack of servic3 and etica

Business

Response:

March 10, 2014

Review: I have called several times to fix my service. The volume of my phone is very low and with speaker phone on sounds like its under water. They said its working fine. They told me to go to the manufacture of phone. My phone works great with music and other audio features. I have been going through this problem for about 3 weeks. Manufacture has sent me 7 replacement phones and all have same problem. I will never buy from [redacted] who sells cricket phones and services and never deal with cricket again. Please help me[redacted]Desired Settlement: I want a full refund of the phone and 4 weeks of service

Business

Response:

February 27, 2014

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: 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 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: 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

Review: I apparently own a discontinued phone that includes the Muve Music feature. On April 10 I started having problems with my Muve music feature and determined it was due to a bad SD card. Eventually the SD card went out and I proceeded to locate another one by visiting corporate stores. It was determined that I had to contact customer service at the 800 number. On April 21 I contacted the 800 number, was told I could order an SD card, when asked would it be a Muve Music SD card I was told yes, so I purchased the card. Upon receipt of the card on April 23, 2014, it was determined that it was not a Muve Music card and I could not access a feature I am being charged for monthly. I called Cricket Communications and was passed from department to department as I wanted to change my plan to exclude Muve Music since I couldn't access it. I was told I HAD to purchase another phone and I couldn't return the SD card. The customer service reps were very rude, they lied and at one point passed me around among 3 different reps as they laughed about my situation. When I asked for a supervisor they told me they didn't have one. I am switching my phone provider but wanted to inform others of their practices and treatment of long time customers (10+ years)Desired Settlement: I want a refund on a SD card that I was lied to and told would work in my phone for services I cannot access without a proper sd Card.

Business

Response:

May 12, 2014

Review: I payed my bill electronically online using my bank card on April 16, 2014. the payment processed automatically and posted to my account automatically. well it is now disconnected and has been since the 19th. the money has NOT been put back into my account and my phone has not been turned back on either. I have been calling and calling and calling cricket and I literally am getting the run around. they are trying to tell me that due to a technical error with the website that the payment is made thru, my payment was not accepted. well my money has yet to be returned to me. they have EXTENSIVE notes in their computer system from me calling and I keep getting the run around. I was then told that I needed to go to my bank and get a bank statement showing the payment being taken out and not put back in and I did so. I faxed the document to the fax number provided to me, which has been verified as correct from NUMEROUS customer service employees that I have talked to since monday. I call back after I fax the paper only to be told that it takes 24 hours to process. I call back the following day I get the run around again and is then told that I just have to wait because the place that processes the faxes an stuff dont have a phone number.... I have talked to numerous supervisors and have gotten no where. I NOW do not have the option to even speak to a live person on the phone anymore when I call and provide my cell number. if they do not turn my phone back on they have stolen money from me and would either like my phone cut back on or a complete refund. I would also like to add that last month paying thru the same website my card was charged 2 times instead of once and I had to wait for them to reemburse me that. this has been nothing but a hassle. I have even contacted my bank and they have stated that there are no funds to be returned to my account and from my banks records cricket processed that payment and was accepted just fine. please help me.Desired Settlement: I would like for my phone to be cut back on and my next months payment waived.

Business

Response:

May 6, 2014

Review: I called and ask them for a refund cause I switch servces about 2 days ago and they told me since I was on auto pay they couldnt refund any of itDesired Settlement: I want atleast 55 dollars back considering im not going to use the cricket service this month at all

Business

Response:

October 10, 2013

Review: My wife and I closed our T mobile account for Cricket based on the sales pitch that we would get better service and a better price with their phones and service. We purchased two phones and paid for them in cash at the time of activation.We also paid all activation fees and charges at this time. We took our phones home only to discover that we could not even get service from our home that is only a few minutes from downtown [redacted].We called the store right back with our complaint and they said that" Oh yeah, you must live in the Santa Clara area, you can't get service out of there". I said;" But I have always had service with T mobile here for the whole ten years I have been with them, I have lived in this home for 19 years". They invited me to come to the downtown store for help, only to send me to the Harlow Rd store for help; only for they to send me back to the downtown store for a phone refund, which we did receive. For the balance refund of service charges and activation fees II needed to go back to the Harlow Rd. store. I did so and store employees tried to help me submit forms for a refund of $120.00. I did get a notice from somewhere that my claim was denied because my service had not been de- activated. I then had to go back to the Harlow Rd. store to de- activate and re- submit for refund.As of today 10/04/13 I have had no word, so I contacted the Harlow Rd. store only to be told my claim was denied because it is their policy not to give refunds. Because I had no service from my own home We never even had any use of Cricket and back to T mobile immediately. My gripe is losing $120.00 for service I never got.Desired Settlement: I am looking for the refund I believe I am entitled to. How many others have been mislead as to what is offered.

Business

Response:

October 9, 2013

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: I made a bridgepay payment today in the amount of $35.00 and have my bank alert to prove it and it's not showing up on my account. I have spoke with two diffrent chat agents and one phone agent who told me to pay another $35.00 to keep my service on today because they can't find my payment and I need to fax in my statement and it can take 14days. I can't afford to make another payment.Desired Settlement: $256.83 available after $34.00 purchase at VESTA *CRICKET ###-###-#### ORUS on 07/25 11:45AM CT with your NetSpend card ending in 6216.This Alert was sent according to your account settings; please do not reply to this message. To update or change your settings, log on to www.netspend.com and click Anytime Alerts under the Add/Manage Money tab.E-mail Security Information:This message is intended for [redacted].comNetspend Corporation[redacted]

Business

Response:

July 29, 2014

Revdex.com

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: I made a payment to leap wireless/cricket communications on September 12th, 2013 of $101.31. I spoke to cricket escalations on September 12th,2013 I was told to submit proof of payment which I did. I was told on that day that someone would call me back. No one ever called me back and on September 25th, 2013 I called back because my services were disconnected. I called the escalations department and was told nothing was going to be done and services would be off until another payment of 101.31Desired Settlement: I would like my payment to leap/ cricket wireless to post payment and services restored

Business

Response:

October 1, 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 a missing payment. In her complaint, Ms. [redacted] states that she made a payment for her Cricket account on September 12, 2013 in the amount of $101.31. Her service was disconnected on September 25, 2013 for non-payment. Ms. [redacted] submitted proof of her payment but was told that it was invalid and her service remains interrupted. Ms. [redacted] requests that Cricket post her payment.

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.

After reviewing Ms. [redacted]’s account, we were unable to verify that a payment was made via our payment vendor [redacted] or Ms. [redacted]’s bank. Ms. [redacted] completed a payment in the amount of $101.31 on September 29, 2013 and her services were restored. This payment was applied to her bill that was due on August 31, 2013. If Ms. [redacted] has any additional questions or concerns regarding her bill in the future, she may visit her nearest corporate owned Cricket store or call [redacted].

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

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 just received the message on the response from cricket. They say I made a payment on the 29th but I didnt. My card was just charged again. Im just going to take my business else where and file a criminal theft complaint with my police department and fraud charge because the payment they say I made was done without permission

Regards,

Business

Response:

recvd the following from th co:

Gaby,

We have been unable to verify the payment that the customer claims to have made. We have contacted her bank and they confirm that no payment for the amount of $101.31 was made on 09/10/13. She made a payment of $101.31 on 09/29/13 which was applied to her bill that was due on 08/31/13. She currently owes $173.70 for the bill due on 09/30/13. An escalations representative by the name of Patricia Walls has contacted her and left her a message to call back if she had any additional questions.

Thanks

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 was sold 3 phones that were marked Cricket LTE, and the sales person told me that I must purchase these more expensive phones because of ATT buying Cricket and I would need phones that would continue to work after the switch to the ATT towers. I have since been switched to the ATT towers and the expensive phones I purchased DO NOT WORK on the New Cricket.Desired Settlement: I would like a refund of the purchase of my phones or replacements of the same brands/type that will work on the New Cricket.

Business

Response:

October

9, 2014

Revdex.com

Online

Complaint

Re:

Revdex.com

Complaint ID: [redacted]

Cricket

Account No:

Dear

Sir/Madam,

This

correspondence is in reference to a complaint filed by [redacted]

regarding a device refund. In his complaint, Mr. [redacted] states that he

purchased three phones that were marked Cricket LTE because sales

representative informed him that AT&T was going to purchase Cricket and he

needed those devices. Mr. [redacted] states he has switched to the new AT&T

service and his devices are not compatible with AT&T service. He is asking

for the devices to be exchanged to similar GSM network devices or Mr. [redacted] is

requesting for a device refund.

We

apologize to Mr. [redacted] for any inconvenience or poor service he felt he

received. Cricket strives to provide excellent service and we regret when that

high standard is not met.

If

Mr. [redacted] can provide his Cricket account number, and his devices purchase’s

date on his complaint, we would be glad to research his complaint further.

We

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

addresses his complaint.

Regards,

Corporate

Customer Relations

Greenwood

Village, CO 80111

Consumer

Response: