Cricket Communications Inc

Review: I HAVE MADE AT LEAST 10 PHONE CALLS TO CRICKET. THE FIRST I WAS XFERED TO THE DEPT I NEEDED TO CANCEL MY BROADBAND SERVICE, BUT THE CALL WAS DISCONNECTED AFTER WAITING FOR 15 MINUTES. THE NEXT CALLS I HAVE MADE ALL SAY THAT NO REPRESENTATIVE IS AVAILABLE AND THAT I HAVE TO GO TO A CRICKET STORE! THIS IS THE WORST CUSTOMER SERVICE I HAVE EVER SEEN. ALL TOGETHER I HAVE WASTED OVER AN HOUR OF MY TIME TODAY JUST TRYING TO CALL SOMEONE THROUGHOUT THE DAY. MIND YOU I HAVE TRIED MORNING, NOON, AND NIGHT TIME AND STILL SAME MESSAGE!!Desired Settlement: I DEMAND SOMEONE DISCONNECT MY BROADBAND SERVICE IMMEDIATELY AND CONTACT ME BY PHONE TO DO SO. THIS IS RIDICULOUS THAT I HAVE TO CALL SO MANY TIMES AND GET THE SAME RESPONSE NO MATTER WHAT TIME OF DAY IT IS. SOMEONE NEEDS TO CALL ME TO CANCEL MY SERVICE.

Business

Response:

August 9, 2013

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: 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: 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: I paid for a cell phone and did not get credit for it they took my money, I done as contract paid in 90 days same as cash, cricket says I owe $700.

purchase cell phone on 9/24/13 cricket says 90 days same as cash I ask them if I could pay off early they said yes, they said that [redacted] would take out of my account 1 time a month I ask them if I send in the payment would they still take it out and cricket says no, so on that day I paid cash of $125.64 then I sent in a payment of $200.00 on 10/01/13 it cleared my bank on 10/15/13 then on 10/24/13 they took out another 114.00 after I done paid $200 so then I called and told them that is not right I just paid 200 so they finally sent back my 114 so then on 10/29/13 I sent a payment of $224.11 it cleared my bank on 11/12/13 then my 4th payment I sent in on 12/1/13 and cleared my bank on 12/16/13 so I payed them off then I started getting bills saying I still owe them money and that they have not received any money from me I could not believe it cricket says I have to pay for another year for the phone or I would have to return the phone because I did not pay off in time, I show them my checks that were cashed and my bank statements the phone was only 599 so now they say I owe 700 the company never gave me credit for my money credit has stole my money and will not do anything about it, they called the company where I sent my payments and the company has no record this has been very hard on me with lots of stress I paid them off early and now they said they got nothing I do not know where my money went to and cricket is not being any help at all I bought this phone for my daughter she was happy but now after all this she thinks I have to give up her phone that I have paid for I have proof I don't owe this company anything please help me with this its very hard for me to handle this why they are stealing my money from me I don't understand it and I am not getting any credit for my payments I have made I even gave them copies of my return checks and copy of my bank statements and cricket will not do anything they said we call you in 5 days and smile so what am I suppose to do they hurt my daughters feelings and hurt me physical emotional I can't sleep over this I am the type of person if I owe somebody money I will pay it but I will not send them anymore money please help to solve this. thanks [redacted]Desired Settlement: I am asking for credit for my payments of my checks I paid with in the 90 days as per contract and I owe them nothing I paid all in full with in the 90 days they said I have another year to pay on the phone of $114.00 for 12 more months they are scamming me and stealing my money and not giving me credit I do not owe them anything.They are not doing me right. thanks [redacted]

Business

Response:

February 19, 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 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: On May 2nd I activated my cricket broadband modem, customer service took my money, then he told me to try the modem on my computer. I was surprised and asked if he would give me my money back if it didn't work. He said he would transfer me to technical support, they informed me that the modem broadband was not compatible to my computer and refused to give me a refund. I asked them where their location was at, he informed me in [redacted]. I have spoken to many supervisors and they have refused to give me a refund even though I was immediately canceled, they did not even offer me credit. Before giving my payment no one stated to me the terms and conditions nor asked me if the device was compatible with my computer before taking my money. I feel this is a scam.Desired Settlement: I would like the full payment they took out to be replaced back in my card if possible.

Business

Response:

May 16, 2014

Review: I was interested in internet service so I contacted cricket broadband on 16 April 2014. There was a fast talking sales person on the phone. I ended up purchasing a ZTE [redacted] Modem for $79.99 and they charged approximately $45.00 for the first month of service; therefore, they ended up charging $129.00 to my [redacted] Credit card. Since I don't know a lot about technical devices, later on that day I was told by my husband that this was not the correct device for our computer. I called Cricket back within 3 hours on the same day 16 April 2014 and asked for a refund and explained why. After transferring me several times to different departments, they told me I would have to wait until I received the modem and then send it back to them. I asked the refund dept why would I have to do so since they haven't even mailed out the modem yet. They refused to give a refund, therefore I waited until the modem arrived and took it directly back to the post office and paid a fee to send it back to them certified signature required mail. I called Cricket refund dept back a few days later and asked for a refund and I let them know that I sent the device back and never opened it. They told me that I was not guaranteed to get a refund and just kept giving me the run around. I called again 5/7/2014 and spoke to [redacted] She told me to call another number which takes you back to customer service who told me to call the refund dept again.Desired Settlement: I would like a refund of a check for $129.00 mailed to me as or put back on my credit card. I do not feel comfortable giving them or anyone else my credit card info over the phone because I've had several unauthorized charges within the last 3 months which is causing a negative ripple effect on my finances.

Business

Response:

May 19, 2014

Review: I have tried going into the store, and I have tried calling 1800 cricket.No one has resolved this successfully, or even made an actual attempt to do so. The woman at the store told me to call the 1800 line. The woman on the 1800 line would not even forward me to a supervisor. The facebook pr person told me to e-mail them and there has been no reply.In March, I needed to replace my cell phone. At that time I had an account with 3 phones, 2 of which were smart phones, one was not.The salesman offered me the new 5 phone line, for $100. I specifically asked him, as there were signs about the merger to ATT, would the phones and new plan still work. He very specifically said yes, that it would grandfather in.No one in my family besides myself needed a new phone, and my daughter certainly did not Need a phone. The Only reason I agreed was that he had said the plan would grandfather in.Now I find out that not only will the plan Not in fact grandfather in, the phones will not either.I spent 500 dollars buying new phones, of which only 100 would I have spent had he been honest and said no, or even that he did not know at that time. I would Not have picked up the extra lines for my daughter or my disabled mother. Due to this man's lie, I spent 400 dollars I would not have spent, and will have to -respend- within months, and in the future have to change accounts, spending at LEAST 40 dollars a more, if I read the website correctly. The best the girl at the office would offer was the 4 lines for 100, at which point I am paying for the fifth line completely on it's own. The repeated answer was that I have until March to do this repurchase and account change. This is not an improvement. I bought the phone thinking I was purchasing a tool, not an expendable toy.This is completely unacceptable. Deceptive sales tactics are not what I have come to expect after having Cricket service for 13 years.Desired Settlement: I would like my new phones exchanged for a comparable model that will work as claimed by the store salesman. I would also like my calling plan honored.

Business

Response:

June 9, 2014

Review: Mobile King, Inc. 605 Lincoln Avenue, Bellevue, PA 15202. 412-415-1494. Account #[redacted]. Have been going to this store for the past 8 months to pay for cell phone bill and recently was told that they no longer can offer Lifeline Program discount. Sales representative was uncooperative and very rude. They were very unclear with information needed to solve my issue. They made me purchase a new cell phone because they told me my current phone would not work with the new plan. My new cell phone has a compontent that makes my allergic to the material that makes the phone. Can not put up to my ear. I would like a full refund but they are uncooperative and unwilling to give refund. On the receipt, it is explaining they can give a refund within 7 days. When I went to return phone, the sales representative informed me that they can't give me a refund, only a credit. They do not have any other cell phones that are within my budget to purchase. I would greatly appreciate any assistance with resolving this issue. Thank you.Desired Settlement: Refund of $85.79 that I paid.

Business

Response:

June 20, 2014

Review: The customer care call center reps can be very unprofessional/rude at times; they will even hang up on you if they get irritated with your call. There is always a language barrier so to keep down confusion and being on the call for more than an hour I politely and professionally asked to speak to a Domestic Customer service rep (I called today in regards to some issues with my calls and text messages) the customer service rep told me and I quote "if you want to speak to an American go to a store" I have asked this question in the past and was transferred to a rep but only after being given the third degree about why I wanted to talk to a Domestic agent or even a supervisor! I only call when absolutely necessary because I dread the whole ordeal! I choose to be a cricket customer I don't have to be one I prefer their services because I don't have to enter into a contract.Desired Settlement: I would love to be able to talk to a domestic agent when necessary when I call the customer care line.

Business

Response:

September 26, 2013

Review: Why is purchasing available every day but not returns. It's like you can't die on Sunday because no one with power and authority is available . Yet a max date is imposed and unforced.Desired Settlement: I do not have control over their hiring or staffing practices. If they are open for business they should do allow returns as we'll.

Business

Response:

July 25, 2014

Revdex.com

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: On August 15th at 1:01p CST, I called Cricket to setup month to month broadband internet service using a Cricket modem that I had purchased years earlier. I wasn't sure it would still work, so prior to calling, I checked my modem's MEID # on Cricket's website and received this response: "Congratulations your modem works with Cricket broadband." The rep I spoke with on the phone also checked it and cleared me for setup, created my account, and debited my checking account $45 for my first month of service. When I attempted installation on my computer, the setup failed. So, at 1:23p CST that same day, I called Cricket to try to determine what the issue was. I was on hold for several minutes before I had to end the call. I called again around 1:45p CST and reached a Tech Support rep who told me that Cricket modems are not compatible with Windows 8, which is what I have on my computer. I was then advised by the rep that Cricket no longer sells their own modems in anticipation of an upgrade to their internet services at some point in the future and that I should go to eBay to purchase one that might be compatible with Windows 8. I requested to cancel my service and spoke with another rep who processed the cancellation and said that I will receive a check back for $45. I was provided with a reference # for the transaction. No such check came. When I called on Aug 26th for an update, I was advised by a rep that my refund was denied due to a "No refunds" policy. When I asked for a supervisor phone # or escalation phone #, I was advised that the review of my file for a refund was an escalation and that I was denied my requested resolution. I paid $45 for a service that was never provided and that was cancelled within an hour after attempted and failed setup. This entire inconvenience to me could have been avoided had the initial rep who assisted me mentioned ANYTHING about incompatibility with my operating system. Now instead of applauding Cricket for doing the right thing and being satisfied with my experience but a bit disappointed that I didn't receive internet service, I'm beyond disgusted with Cricket's business tactics to keep any money they can get. I am out $45 for nothing, will be giving another company my business, and have been given no reason whatsoever to refer anyone to Cricket ever.Desired Settlement: Refunding of $45 payment for services not received.

Business

Response:

September 9, 2014

Review: My phone was still under warranty and it stopped working properly. I contact Cricket Service warranty. They said they are going send me a new phone but I have to make a deposit and once I receive the new I should send my original phone back to them in order to check if there is no physical damage or water leake. I was told once they check my original phone and if everything comes clear, I will keep the new phone they sent to me as replacement and also they will refund my deposit back within two weeks. A week after I sent my original phone, I called them about the status and they said everything comes clear with the phone so they said I should receive my refund soon. I never received my refund I called them many times and each time they would tell me they have processed my refund already and I should receive in couple days but It has been almost a month and I never received my refund. Now they have my original phone, they have my deposit and they wouldn't refund my money back, this is not fair , it is a disgraceful way to treat customer.Desired Settlement: I need my refund back. It is $219.99

Business

Response:

November 4, 2014

Revdex.com

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:

Review: I was at Cricket the week before I bought my phone. I was interested in the Nokia Lumia 630 because it was free after a $50 mail in rebate. I asked how many phones they had in stock because I didn't plan to purchase it until a week later. I was told the promotion would be going on for several more weeks & that if the location ran out of stock they could simply get another one from another store. When I came back on 11/7 they told me they were out of stock and when I asked about getting it from another store they said everyone was sold out. I asked about getting it online & they said there would be a 2 week wait to activate the phone. They told me that the only phone that was available was the nokia Lumia 630 which was $100 with no mail in rebate. After I bought the phone I saw online that there is a $75 mail in rebate!! I was completely ripped off!Desired Settlement: I would like the $75 credited to my account.

Business

Response:

December 19, 2014Revdex.com

Review: The of cricket wireless the president of cricket wireless about 8 mo ago say cricket wireless have something give a discount $50 pre yr someone been a customer the show name was call the daily buzz I need the discount I'm disabled this phone is my lifeline would like to get a HTC desire 510Desired Settlement: Gfhjjuuj

Business

Response:

December 10, 2014Revdex.com

Review: I Bought a Phone for my son's birthday, then we realized the phone wasn't working properly. So We went back on the 7th day we had the phone to get a full refund. The sales associate had told us that We were already passed the 7th day according to them, Even though the phone was purchased on the 7th of November and We tried to return it on the 14th of November. So they called Mr. [redacted] the store owner, and he told them that he cannot give us a refund because according to them it was already passed 7 days. So we just left it alone. Then after we left, The phone had started acting up again and was not turning on at all. So we went back as soon as possible. When we got there We let them know that the phone was no longer working. They instructed us to call and make a warranty claim. While making the claim we made them aware of the situation, and the associate at the claim department Notified us that we had not went over the 7 days because the phone was purchased on the 7th of November and was Being returned on the 14th. Also since we were not over the 7th day we cannot complete a warranty claim. She let us know that we were still entitled to receive a full refund. We immediately let the company know that the warranty associate had told us we still are able to get our refund. Then the cricket associate notified the store owner of what we had been informed by the warranty claim company, that we are still entitled to our full refund because we are within the 7th day. They then told us that according to them we cannot receive a refund, and there is nothing they can do to help us. Even though the warranty associate had clearly let us know that they need to give us a refund because we were within the 7 days.Desired Settlement: I would like a full refund for the amount of $253.88 For the phone that was purchased on the 7th of November and was attempted to be returned on the 14th. which is within 7 days of purchase. I feel like wrongfully dealt with about this matter of my return.