Cricket Communications Inc

Review: I pre-paid for a month which is $75.00, they promised that I could get it credited back to me before I ported my number because I was not able to get the service. I have been calling since the porting yesterday and they will not give me my money back.I am upset because one I don't feel I should pay for service I am not using or getting and would like a refund of my money like they told me, it is not my fault there system keeps crashing and that there a pre-paid and merged with another company causing me to loose service were I needed it. I spoke to 4 call agents 2 said not a problem we can refund you and then the calls disconnected, after waiting for hours to get a rep again because they don't call back like promised I got another rep and his manager who hung up and never called back.I only want my money returned because I don't get service and switched so I could.Desired Settlement: $75.00 I pre-paid for service I didn't know I was not going to get.miss lead and lied to and hung up, this place is fraud.

Review: I have been with cricket for almost 3 years. I have purchased 3 different phones in the past 6 months. I purchased a brand new [redacted] for $379.00. Within the same week I started having issues with my service. I couldn't receive calls or text. I went back to the store and they tell me that cricket had just discontinued the phone because too many customers were having issues, the phones have a defect. I then had to purchase another brand new phone for 299.00. After about a month. I wasn't receiving service. I went in the cricket store and they swapped out the phone for another one. I still wasn't receiving any service. I went back to the store and was told that cricket was taking the phone off the market because it has defects and too many customers were having issues again. They said I could file an insurance claim but I wouldn't get a phone with the same value as I paid. It would be one of the cheapest that cricket carry. I then purchased another phone for 179.00. After a few months, my phone cuts off in the middle of a conversation, doesn't dial out sometimes and just works when it wants to. After going to cricket and calling them I was told I could pay for an insurance claim or buy a brand new phone or call the manufacture of the phone. I don't have money too waste. I feel that if a customer paid full price for phones that they had to remove off the market due to defects, then they need to compensate the customer. They are very rude when you call them and act as if its not there problem. I paid cricket for the phone, I pay cricket for my service, cricket should resolve my issue. This is ridiculous and consumer robbery. I asked them can they credit me some of my money or put it towards a new phone and the rep was like no, we can;t help you if the phone doesn't work, that's why you insurance.Desired Settlement: I want them to either refund me my money for the phones and provide with a phone that has the same value of the money I wasted.

Business

Response:

June 04, 2013

Review: I was charge 31 dollars, because they conected a different phone , and when I was try to activated I can't and they send me to store and store toll me that was not the phone was connected, and they cant activated. they Service Now [redacted] Oct 24 (3 days ago)to me Dear [redacted], -[redacted] - Refund request for $31.00 has been denied. Services on reactivated (CPE/PWH) equipment are not refundable. When customer provides equipment, it is the customer's responsibility to provide working equipment. Please refer to [redacted] for additional information me this:This they send me and I try to call to resolve this and never was anybody, the only response I get was on spanish and english this NOT AGENT IS AVAILABLE AT THIS MOMENT, IF YOU HAS ANY QUESTION GO TO ANY RETAILS STORE, I when to the couple stores in [redacted] and both send me to [redacted], please help me with thisDesired Settlement: I want my money back and soon is possible, because was they mistake not mine

Business

Response:

November 1, 2013

Review: Cricket says their plans are unlimited, text, data, etc. but this is not true, it's misleading.It is not unlimited data, they say unlimited data and right under that statement they show your allowance of 2560 MB, if you go over that you are charged. Therefore, the statement "unlimited" is misleading.This complaint is directed at Cricket Corp., not any one store or dealer.Desired Settlement: Cricket needs to remove the word unlimited from the data portion of the plan and make sure the reps for Cricket clearly explain that you do not get unlimited data under any of their plans that show an allowance forusing data.

Business

Response:

March 4, 2014

Review: When I attempted to activate my wireless service using the microchip that the company provided, my activation attempt failed. I called the company and after waiting on hold for a prolonged period an agent told me to check the settings. He then hung up on me.I called again and after passing through multiple automated choices and a hold period, got another agent. She again told me to check the settings. When the mobile setting did not provide an APN number, she said I needed to contact Sampsung. When I asked for a direct number to call back if Sampsung was unable to help me she said that this was not possible. At this point I asked for my money to be refunded and my service to be cancelled. She said that this would not be possible. I called Sampsung and their representative said that they were not responsible for phone activation.Desired Settlement: I would like to receive my money back from Cricket since I am not getting any phone service.

Business

Response:

July 23, 2014

Revdex.com

Review: I bought a phone on Friday July 18th 2014 at the Cricket store on [redacted] Phone number ###-###-####. The following day I noticed something was wrong with my battery (depleting more quickly than usual) and another's email was logged on GooglePlay. On Sunday I went to the Cricket at [redacted]. explained my issue and it turns out the phone that was sold to me was used. The employee said herself that selling a used phone to someone was illegal to do. The owner of the store on [redacted] refused to fully refund my money when I went back. I got back $150 out of the $219.01 I paid, losing out on $69.01. He was fully aware he sold me a used phone, which explains why he sent someone else to bring it over because they were out of stock. Even on the receipt it says I brought my own device when I didn't, charging me $150 for the SIM card. If it was a new phone it would have said so on the receipt. If he's done it to me, I'm sure since he's owned the store, I wouldn't be the only one.Desired Settlement: For the owner of that particular store to be investigated and audited and any other stores he owns.

Business

Response:

August

5, 2014

Review: I have had Cricket Wireless Service for about 4 years. 18 months ago, I purchased my first Apple iPhone (iPhone 5) from Cricket. The phone was promoted as fully unlocked for international use. This was a great benefit for me, as I travel internationally about once per year.As promised,I had always been able to use international SIMS in my phone.In June 2014---My iPhone had a power-switch hardware problem, and I went to the Apple store for repair. They gave me an even swap out to a new iPhone 5, identical to my original iPhone 5 (not an upgrade). When attempting to program the phone, to get the Cricket network settings loaded, the Apple specialist at the Apple Store had difficulties. After a few inquiries, the rep tells me the phone is now a Cricket GSM phone, so I must go to a Cricket Store for a SIM. The former CDMA Cricket technology is no longer permitted to be programmed to the phone.So, I activated onto the Cricket GSM network, using the AT&T network for a backbone, doing so at an official authorized Cricket affiliate, as advised by Cricket customer service.Great, I thought; better coverage now! Well, went to insert my Philippines SMART international SIM, and after a few phone screen changes, it displayed the message, to paraphrase, 'SIM not valid. Unable to activate due to activation server restrictions. This is not a hardware malfunction and Apple cannot alter this setting. Please contact your cellular carrier to unlock this phone'. In a nutshell, my phone that had be unlocked for international SIM use was locked! Numerous calls to both 'New Cricket' and 'Legacy Cricket' have gotten me nowhere.I paid $600 for my unlocked iPhone from Cricket, and expect my phone to retain the features I paid dearly for. After 5 years of loyalty to the brand, I expect some loyalty in return. My iPhone telephone number is [redacted]. My IMEI is [redacted].I have an international trip in July scheduled, and as it stands currently, my phone will not function at my destination.Desired Settlement: I looked at the cricket website, and found a section labeled, Device Unlock. That section states they will unlock a phone if:-You're a Cricket customer and your account is not canceled.-Your device was purchased from Cricket.-Your account has at least four (4) months of consecutive paid service using the device you want to unlock.-Your device hasn't been reported as lost or stolen.I meet the listed criteria, however Cricket has not helped. I am asking that Cricket fully unlock my phone.

Business

Response:

July 3, 2014

Review: Dear Revdex.com back in December 2012 I was visiting in Vegas and I lost my cell phone I visited the Cricket store in Las Vegas and I was talked into getting a Galaxy S III I was told it was $499.99 I wanted to pay it off but they said they had a better program that I could pay $200 then the rest would be about $350.00 in payments of $75.00 I did not have my glasses on and I had no Idea what I signed I am legally blind and the girl who did everything for me had me signed and I asked several times as I heard them being sarcastic and saw a young guy making signs like making fun of me being blind I still have little vision in my left eye so I can some how see a bit but a paper in front of me I can not see that any more. I went off with my cell and now more than six months later I am still being charged I called them they said I still owe them Over $250 they will not give me the exact amount and they refuse to send me a copy of the paper they had me sign I am being taken advantage and I need your help to help me get them out of my bank account.Desired Settlement: Dear Revdex.com please help as I am being robbed by Cricket they did not only sit there and make fun of me while being in the store they should be ashamed of having their employees do this type of thing to good people like me that are blind or simply could not see what I was getting into I should have just being allowed to pay with a check for the full amount like I had offered.

Business

Response:

May

1, 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

the purchase of his Cricket device. In his complaint, Mr. [redacted] states that

he was offered a payment plan for the purchase of Samsung Galaxy SIII device.

He states that he was told he could pay $200 and the remaining balance of

$350.00 would be collected in monthly payments of $75.00. Mr. [redacted] states

that he did not have his glasses on and he is unsure what he signed. Mr.

[redacted] states that he is legally blind but has partial vision in one of his

eyes. Mr. [redacted] feels that he was made fun of at the store, as he could see

hand movements from one of the representatives. Mr. [redacted] states that he

owes more than $250.00 on the phone and it has been six months later. He states

that he has requested a copy of the agreement he signed, but Cricket will not

tell him the exact amount he owes. Mr. [redacted] feels he is being taken

advantage of and is requesting to have his bank account removed from Cricket’s

record.

We

apologize for any poor service or treatment Mr. [redacted] felt he received.

Cricket strives to provide excellent customer service at all times, and we

regret when that high standard is not met.

Cricket’s

device leasing program is offered through [redacted]. The device

leasing program allows customers to pay for their phone and accessories over a

period of time, rather than being required to pay for the entire cost at the

time of activation. When a customer decides to lease their device their initial

payment will include 10% of the lease amount for any device and/or accessory,

plus the cost for Cricket service and any fee costs.

Cricket

is unable to fulfill Mr. [redacted]’s request to have his bank account removed

from Cricket’s record because the lease agreement is with [redacted] and not with Cricket. We recommend that Mr. [redacted] contact [redacted] directly to discuss his lease terms, account balance, etc. He can

reach their customer service department at [redacted].

We

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

addresses his 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.

Dear Revdex.com I expected actions not a remark of what I said they also never gave me a five dollar credit for not properly e rolling me into the auto payment program they shut my service off gave me the run around I lost service for nearly a whole day all they ever do is make promises they can never keep please forward my complaint to FCC since they are playing games and don't have any respect towards their customers, Revdex.com or the public in general...

Regards,

Business

Response:

May

8, 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 rejection filed by [redacted],

regarding the purchase of a Cricket device. In his rejection, Mr. [redacted]

states that he expected Cricket to take action regarding his complaint. He

states that Cricket did not provide him with a $5.00 credit for enrolling him

into the auto payment program. Mr. [redacted] states that his service was

suspended due to this, and he was without service for almost an entire day.

We

apologize again for any poor service or treatment Mr. [redacted] felt he

received. ** previously explained, Mr. [redacted] is leasing his device through

[redacted]. Cricket is unable to address Mr. [redacted]’s

complaint regarding his lease agreement; we recommend that he contact [redacted] at [redacted] with any questions or concerns.

Our

records indicate that Mr. [redacted] enrolled in Automatic Bill Pay on January

25, 2013. He was advised that the $5.00 monthly Automatic Bill Pay discount

would not go into effect until the following month; however he was given a

$5.00 courtesy credit on January 25, 2013. Mr. [redacted] has received the $5.00

monthly Automatic Bill Pay discount each month since it was enrolled on January

25, 2013.

Mr. [redacted] has not requested a specific remedy, we trust that this explanation

brings his complaint to a close.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: I had checked the service area for a cell phone with cricket wireless. I went and bought a phone and got home and tried to activate the phone. The phone said it could not be activated. I called the 1-800 number listed went through 3 people, called the 4th time and the guy transferred me to his manager after about 20 minutes. She argued with me that the phone we bought does not have service in our area but the more expensive phones do. The phone did not specify that nor did the website. I have a phone now that cant be returned or refunded or used. I will accept the refund of $65 in the form of a check sent to the address stated. The extra $35 was for the refill card that I am unable to use due to the fact that the phone doesn't work. I paid $30 for the phone.Desired Settlement: I would like to have my money back. walmart will not return our money without a receipt. I want my money back from cricket for falsely advertising this phone and service.

Business

Response:

May 10, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: unknown

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding a refund request. In her

complaint, Ms. [redacted] states that she purchased a phone through Cricket and

attempted to activate it. Ms. [redacted] was unable to activate the phone. She

then called customer service for help and was told that the phone she purchased

does not have service in her area. Ms. [redacted] was told that a more expensive

phone was necessary to work in her area. Ms. [redacted] states that she was

unaware there was no coverage in her area and she is now stuck with a phone

that she cannot use. Ms. [redacted] requests a refund of $65.00 which includes

the phone and the first month of service that she paid for.

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.

We attempted to contact Ms. [redacted] regarding this matter on May 07,

2013 and again on May 08, 2013. Voicemails were left on both attempts advising

Ms. [redacted] to contact Cricket to discuss her complaint. At this time, no

contact has been received from Ms. [redacted] and therefore we are unable to

assist her with her complaint.

We thank Ms. [redacted] for her

communication and we trust that this action 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.

[I have NOT received any calls from this company. I DO have cricket service in my area if you would check on the cricket website. But apparently according to the manager of cricket, that particular phone did not have service in my area even though the website showed full coverage.]

Regards, c

Business

Response:

May 17, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: unknown

Dear Sir/Madam;

This correspondence is in reference to a

rejection filed by [redacted] regarding a refund request. In her

rejection, Ms. [redacted] states that she purchased a phone through Cricket and

attempted to activate it. Ms. [redacted] was unable to activate the phone. She

then called customer service for help and was told that the phone she purchased

does not have service in her area. Ms. [redacted] was told that a more expensive

phone was necessary to work in her area. Ms. [redacted] states that she was

unaware there was no coverage in her area and she is now stuck with a phone

that she cannot use. Ms. [redacted] requests a refund of $65.00 which includes

the phone and the first month of service that she paid for.

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.

Again, we attempted to contact Ms. [redacted] at the only phone number

provided, [redacted]. A call was made on May 15, 2013 and again on May 16,

2013. Voicemails were left on both attempts advising Ms. [redacted] to contact

Cricket to discuss her complaint. An email was also sent to Ms. [redacted] on

May 16, 2013 advising Ms. [redacted] to contact Cricket. At this time, we still

have not heard from Ms. [redacted] and therefore we are unable to assist her

with her complaint.

We thank Ms. [redacted] for her

communication and trust this explanation closes her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I was receiving cricket prepaid services and my cell phone broke. I had prepaid the bill the week before. I went to the store to try and get it fixed. They were unable to fix the phone and it was no longer under warranty. I did not want to pay for a whole new phone at that time so I decided to switch to [redacted]. When I asked Cricket to refund the money for the days of service I could no longer receive they refused. They stated that prepaid services are non refundable. I do not believe I should be forced to pay for services I am no longer receiving.Desired Settlement: I would like to be refunded for the days of cell phone service I did not receive.

Business

Response:

May

10, 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 complaint filed by [redacted]

regarding a refund for Cricket service. In her complaint, Ms. [redacted] states

that she paid her Cricket bill the week before her cell phone broke. She states

that she went to a store to try to get the phone fixed but it was no longer

under warranty. Ms. [redacted] did not want to pay for a new phone at the time so

she decided to switch to [redacted]. Ms. [redacted] states that she asked Cricket

for a refund for the remaining days of service she would not be able to use.

She states that Cricket denied her refund request and she was told prepaid

services are non-refundable. Ms. [redacted] feels she should not be forced to pay

for the services she was unable to use. Ms. [redacted] is requesting a refund for

the days of service she did not receive.

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 if that high standard is not met.

Ms.

[redacted] completed her payment for the billing period April 22, 2013-May 22,

2013 on April 24, 2013 in the amount of $47.38. Ms. [redacted] ported her number

to another carrier on May 2, 2013 and her account disconnected that day. We

were able to view the call detail records for the phone during the period that the

account was active and there were incoming and outgoing calls placed until the

account was disconnected on May 2, 2013. The call detail records indicate that

the service was in use.

As

stated in Cricket’s Terms and Conditions of Service, monthly service charges

are non-refundable even if service is terminated or modified before the billing

cycle ends. Ms. [redacted] can view our Terms and Conditions of Service online at [redacted]. Regrettably, we will not be able to fulfill Ms. [redacted]’s

request for a refund. We attempted to contact Ms. [redacted] on May 10, 2013 but

we were unable to reach her. We were able to leave a voice-mail advising her of

this explanation.

We

thank Ms. [redacted] for her communication and we trust this explanation resolves

her complaint.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: I applied for 10.00 off monthly bill since nov2012 and 4 applications later denied also cricket said bill increase 1.00 mo now I find out its 2.00 per line 2 phones nobody said this before not fairDesired Settlement: not settled

Business

Response:

May 31, 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 Lifeline. In her complaint, Ms. [redacted] states

that she applied for Lifeline several times since November 2012. She states she

has submitted four applications that have been denied. Ms. [redacted] also states

that Cricket told her there would be a $1.00 bill increase; however she is

being charged $2.00 extra per line. Ms. [redacted] feels it’s unfair that no one

informed her of this.

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.

Lifeline is a government assistance program that

grants eligible individuals a credit each month on their phone bill. Millions

of Americans benefit from this credit. Eligible customers may receive the

Lifeline credit for landline or wireless service, but the credit is only

available for one phone line per household. Cricket now offers a $10.00 Cricket

Lifeline Credit to our Pennsylvania Cricket Wireless customers

Ms. [redacted] may qualify for the Cricket Lifeline Credit

by one of two methods. Method 1 is state program-based; if Ms. [redacted] or

another person in her household is enrolled in at least one of the state public

assistance programs listed below, she may qualify. Method 2 is federal program-based

or income-based; if Ms. [redacted] or another person in her household is enrolled

in at least one of the federal public assistance programs listed below or if her

household’s total annual gross income is at or below 135% of the Federal

Poverty Guidelines, she may qualify. Ms. [redacted] will be required to provide

documentation verifying her participation in one of the federal eligible

programs or her household income if she is applying under Method 2.

METHOD 1: STATE PROGRAM-BASED

·

LIHEAP (Low Income Home Energy Assistance)

·

Medicaid Medical Assistance

·

SNAP (Supplemental Nutrition Assistance Program; Food Stamps)

·

SSI (Supplemental Security Income, not including Security Retirement

benefits)

·

TANF (Temporary Assistance for Needy Families)

METHOD 2: FEDERAL PROGRAM-BASED OR INCOME-BASED

·

NSLP (National School Lunch Program; Free Lunch Program Only)

·

Federal Public Housing

Assistance or Section 8

Income Guidelines:

·

One Person Household: $15,512

·

Two Person Household: $20,939

·

Three Person Household: $26,366

·

Four Person Household: $31,793

·

Five Person Household: $37,220

·

Six Person Household: $42,647

·

Seven Person Household: $48,074

·

Eight Person Household: $53,501

·

More Than Eight Person

Household: $53,501 plus $5,427 for each

additional household member

Ms. [redacted] must be a resident of Pennsylvania to

receive this credit. Only eligible consumers may enroll and the service is

non-transferable. Ms. [redacted] must be the head of household and no one at her

residence can receive land or wireless Lifeline service from another provider.

Lifeline can only be applied to one phone line per household, and

the name on the account must match the name of the person submitting the

application. To receive the Cricket Lifeline Credit, Ms. [redacted] must live in

Cricket’s designated service area, must meet Pennsylvania’s qualifications, and

must verify her qualification annually.

In reviewing Ms. [redacted]’s account her previous

applications were denied because Cricket was unable to verify her eligibility

or the name on the Lifeline application did not match the billing name Cricket

had on file. Our records indicate that Ms. [redacted] was approved for Lifeline and

the $10.00 discount code was added on May 27, 2013. A $10.00 credit was applied

for May 2013 and a $10.00 credit was applied for June 2013.

Beginning on March 1, 2013, Cricket began sending

SMS messages to notify all customers of the $1.00 Administrative Fee. This

Administrative Fee began appearing on customer’s bills as of March 17, 2013 and

is taxable. This means that the fee may cause an increase of more than $1.00 on

the customer’s bill depending on the city and state that the customer lives in.

When the fee is initially added to a customer’s account, $1 is billed for March

and $1.00 is billed for April at the same time because it is added to the

account in the middle of the bill cycle. After the initial bill cycle, the

Administrative Fee is $1.00 plus tax for each line of service.

The $1.00 Administrative Fee is applied per line,

per month by Cricket to help defray various costs imposed on Cricket by other

telecommunications carriers, including, but not limited to, charges imposed on

us to complete calls to and from other carriers' networks and for certain

network facilities and services we purchase from them. The Administrative Fee is

not government mandated, but Cricket is permitted by law to recover this cost

from its customers. The Administrative Fee and the components used to calculate

this fee are subject to change from time to time.

This fee helps Cricket maintain the network and

services that we provide to our customers. We understand that this fee is

unexpected and please note that most carriers charge regulatory recovery and

administrative fees.

On May 30, 2013 a courtesy credit for $4.00 was

given to Ms. [redacted] for the first two months of the Administrative Fee, but in

the future we will not be able to credit or waive this fee. If Ms. [redacted] has

additional inquiries about the fees that are associated with her Cricket

account, she is welcome to view our Terms and Conditions of Service at www.mycricket.com/termsandconditions.

We thank Ms. [redacted] for her communication and we

trust this explanation resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I purchased [redacted] phone so I'll call cricket customer service to ask them to send me a replacement phone they sent me out another Alcatel authority but when I got the phone and I charge the phone but when I got the phone and I charge the phone up the phone had a defect on the screen the screen was purple black blue and had lines running through it for for cricket and I notify them that the phone has a defect to it the Alcatel authority phone price so $229 so the insurance department send me a another phone it was it was zte engage phone price $129 and ask them why did they see m and ask them why did they see me this phone they said cricket corporate office I $told them to send me the phone now I'm having problems with this phone so I'll call cricket back and told him that this phone has a defect I asked to speak to a supervisor they denied and hung up the phone on and hung up the phone on me all calls ar all calls are recorded everytime I have called them the insurance department said its all on cricket corporate officeDesired Settlement: I want to put a lawsuit on them because they are still sending me these bad phones and they downgraded my phone they took my money and they are violated my rights

Business

Response:

June 6, 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 purchased an [redacted] device and called to have the phone replaced. He states that when he received the replacement, the phone was defective so he requested another replacement. Mr. [redacted] states that the insurance company sent him a replacement but it was not the [redacted], he received a ZTE Engage. He states that the insurance company told him that Cricket authorized them to send him another model. Mr. [redacted] states that his current device is beginning to malfunction, but when he called Cricket he could not speak to a supervisor. He states that he was hung up on. Mr. [redacted] is requesting for a lawsuit against Cricket for sending him a downgraded device, taking his money and violating his rights.

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.

Cricket’s Handset Protection Program (HPP) is replacement coverage available for customers if their device is lost, stolen or damaged. [redacted] is the company that processes and completes replacement claims. When Mr. [redacted] filed a replacement claim for his [redacted] was out of his original model. As stated on [redacted]’s website ([redacted]), the replacement provided will be of comparable kind, quality and features or better. [redacted] makes every effort to send customers the exact model but follows replacement guidelines set by Cricket. Mr. [redacted] was sent a ZTE Engage as a replacement for his [redacted]. The ZTE Engage offers comparable features and has an improved camera at 8 megapixels versus the [redacted]’s 5 megapixel camera. The ZTE Engage has the most recent version of [redacted] software, 4.0 (ICS). This was an approved replacement model because it is comparable in features as well as the manufacturer’s suggested retail price.

In reviewing Mr. [redacted]’s account we see that he has had to replace his device several times within the past few months. We spoke to Mr. [redacted] on June 6, 2013 to speak with him about his complaint in detail. We offered to send Mr. [redacted] an [redacted] since his complaint stated he was having difficulty addressing his replacement with Cricket. Mr. [redacted] declined our offer and stated he was not interested. We are unable to assist him in pursuing a lawsuit.

We would like to thank Mr. [redacted] for his communication regarding his recent contact with the call center. This is not the type of customer service Cricket strives to provide to its customers. Mr. [redacted]’s complaint has been forwarded to the local management team for additional follow up and training. Mr. [redacted]’s feedback is important to us.

Cricket values Mr. [redacted]’s continued business and we trust that this explanation closes his 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.

Regards,

Review: After paying for the month of May through my bank account on 02May2013, Cricket Wireless charged me a second time by deducting from a balance that I have in a cricket account seven days later on 09May2013. After calling the customer service center on several different occasions over a four day period, and being promised the return of the funds, they have yet to be returned 16 days later.Desired Settlement: I would like the total amount that was fraudulently taken from my account returned asap.

Business

Response:

June 7, 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 refund for Cricket service. In his complaint, Mr. [redacted]. states that he paid his bill on May 2, 2013 but Cricket charged him a second time by deducting from a balance that he had in another Cricket account on May 9, 2013. He states that he has called customer service several times and was promised that the funds would be returned, and he has yet to receive anything sixteen days later. Mr. [redacted]. is requesting that the total amount that was fraudulently taken from his account be returned as soon as possible.

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

Mr. [redacted]. had two accounts in his name. These accounts had two different phone numbers and two different devices active. Mr. [redacted]. feels he was fraudulently billed for the second account, however the account was active and there were no notes indicating that he had requested to disconnect it until May 2013.

Cricket’s Terms and Conditions of Service state that a customer has the right to dispute charges on their bill, but they must notify Cricket of the dispute within 60 days after the billing date or the customer waives any claim they may have had. Our Terms and Conditions of Service can be found online at http://www.mycricket.com/support/terms-and-conditions.

Cricket is able to look at past usage information for its wireless services, however we can only go back six months. We were able to verify that there was little to no usage on the phone number [redacted] for the last six months, thus we refunded Mr. [redacted]. in the amount of $332.00. A refund check was mailed on May 20, 2013. We were able to apply a service credit of $326.21 from the account number [redacted] to his current account number [redacted] as a courtesy on May 9, 2013. The credit that was applied to Mr. [redacted].’s cricket account number [redacted] is non-transferrable and non-refundable. Cricket is unable to extend additional courtesies to Mr. [redacted]. because we have already overextended our policy to provide him with a refund for six months and a credit for six months.

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

Cricket wireless failed to address my complaint, and instead replied to a prior issue. This complaint was filed because cricket wireless withdrew funds from the service credit of $326.21, which was applied to my account, after I had already paid for the month of May 2013. Cricket wireless should not have charged me twice for the month of May (2013), and I would like the funds replaced in my account. I hope that cricket wireless will take time to understand that this is a complaint for a new issue, and not ignore this issue and allow their policy concerning complaint time limitation to cost me valuable dollars like it has in the past.

In summary, I hope that cricket wireless will address this NEW complaint (I paid them for the month of May 2013, on May 2, 2013, but was charged again for May 2013 on May 9, 2013), and not ignore it like times past, so they cannot use the time limitation on complaints policy to justify not returning funds to this customer, as they have done in the recent past.

Regards,

Business

Response:

June 18, 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 a Cricket payment. In his rejection, Mr. [redacted]. states that Cricket withdrew funds from the service credit of $326.21 after he had already paid for the month of May. He feels he was charged twice for the month of May and would like the funds replaced on his account. He is requesting to have the funds replaced.

Mr. [redacted]. made a payment on May 2, 2013 in the amount of $70.20. On May 9, 2013 a service credit in the amount of $326.21 was applied to his account by a Cricket representative. His monthly bill cycle is the 12th day of each month. On May 12, 2013 $61.20 was deducted from the total service credit that he had on his account.

We do not identify any inconsistency in Mr. [redacted].’s billing history. We ask that if he would like to discuss his billing or account history in detail, to please call ###-###-#### or visit his nearest corporate owned Cricket store.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I bought the HTC one at the cricket store on [redacted] on July 3rd. I started to have issues with the phone and took it back into the store on July 16th. At that time I was told that I needed the original box and that [redacted] was waiting for a call from the manager about scratches to see if he could return, so I left the phone and receipt there to go get the box. Upon returning I was told that there was nothing that they could do to go to a corporate store. I then took all my stuff and went to the corporate office in [redacted] where I realized [redacted] had not put my receipt in the box. The corporate office said it shows in the computer I just bought the phone but without receipt I could not do anything. I paid over $200 for the phone and cover. I can not afford to just lose this money. So I went back to the original store again on July 21st only to be told the same thing that they can't do anything. As [redacted] laughed at me I called police and was directed to civil court. I tried also to talk with the manager, however they are instructed to not give out his name or any info. They just call him and then relay messages from him. This is very Frustrating I work off my phone and to not replace it under the 30 day warranty is stupidDesired Settlement: I just want a different phone.

Business

Response:

July 25, 2013

Review: "I am a previous customer with Cricket, My bill was due 9/11/13 for the upcoming month. I made a payment on 9/11/13 and later that day I had an issue with my phone and customer service was unable to help me with it. I asked for my money to be refunded for the payment I had made a few hours before this and they denied me this. I spoke to numerous representatives and supervisors in different departments an then finally after 3 1/2 hours on the phone I was told I would be refunded the 48.11 payment. I was given a confirmation number for this refund as well. No I call to ask about it and no one seems to know what I am talking about and I was given to the payment center for this refund where I spoke to [redacted], she stated she was not refunding it either because it was not an error made by the representative. Basically Cricket took my payment for services to be 9/11/13 thru 10/11/13 and because I canceled the service 9/11/13 they took my money without me using the service. They benefitted with 48.11 for free and did not provide the service."Desired Settlement: I want the refund of 48.11 given back to me and my bank card.

Business

Response:

October 2, 2013

Review: I called in and spoke with a sales representative and told her what I was looking for which was Internet for my [redacted] streaming device. The representative assured me that what she was selling me which was a Broadband device would work for my purposes.I then went into my local store and was told that what I was sold over the phone work for what u needed it for. I called back to their sales department and asked for the order to be cancelled and a refund issued and I was told that the refund department was closed and to call back that following Monday. I called back that Monday and was advised that the order had already shipped and to just refuse the package the next day when it came. I did as I was told and then I called back to inform that I had refused the package and was expecting a refund. I ended up speaking with a Supervisor who assured me that I would be receiving a full refund of $151.99 As of today I haven't received any refund and when I called my financial institution they stated that they didn't see any pending refunds from this company.Desired Settlement: Refund processed today!

Business

Response:

October 16, 2013

Review: I reactivated my cricket broadband device which included a reactivation fee of $28.00 plus a one month service fee of $35.00 for a total of $63.00. I was instructed that all I needed to do was to plug the broadband device into my Mac laptop and service would be available. I was not able to access the service this way. After much time on the phone with Cricket trouble shooting and subsequently inquiring with Apple. I was told that the cricket broadband device is not compatible with [redacted] software on the Macbook. I went to the store where I purchase the device and they said that credits were issued thru customer service. The rep in the store called customer service from his phone where I spoke to [redacted] Employee #[redacted]. He confirmed that their broadband device/service is not compatible with my [redacted] Macbook software but that they do not offer refunds on service. I explained that I was not able to use their service so a refund should be issued. He kept repeating himself. I am looking to get my refund since they are not able to provide the service.Desired Settlement: Refund of the original paid amount of $63.00

Business

Response:

October 23, 2013

Review: I had cancelled auto-bill pay the lady I had spoken with said it was removed; and I would not be charged for it. They did and over drew the account. Phone# [redacted] on account.Desired Settlement: Refund the money and pay for NSF fee. 84.12 plus the NSF of 38.00.

Business

Response:

November 15, 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] for Ms. [redacted]. In his complaint, Mr. [redacted] states that Cricket charged Ms. [redacted] $84.13. This charge was unauthorized and resulted in an overdraft fee of $38.00. Cricket agreed to provide a $60.00 credit for the inconvenience. Mr. [redacted] requests a refund for the $84.13 charge and the $38.00 overdraft fee.

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.

After reviewing Ms. [redacted]’s account, we have confirmed that she signed up for automatic bill pay on August 29, 2013. We ask that Mr. [redacted] review our terms and conditions regarding billing and payments for additional information. Our terms and conditions can be found online at [redacted].

Section 11 (a) You may authorize recurring payment of your Cricket bill by credit card ("Credit Card"); this authorizes us to charge all amounts you owe us to the Credit Card up to seven (7) days prior to the due date and to demand immediate payment from the card issuer. Unless required by law, we will not have to give any additional notice to you or obtain additional consent from you before billing that Credit Card for Service each month. You must promptly notify us of any change in your billing address or the Credit Card you want to use for payment.

We are unable to provide a refund in the amount of $84.13 to Ms. [redacted]. This payment was applied to her bill that was due on October 13, 2013 and her account is still active. Any NSF fees that were incurred as a result of this payment were not due to Cricket error. Automatic bill pay was removed from Ms. [redacted]’s account on October 12, 2013. Per the notes from a manger on Ms. [redacted]’s account, we are able to see that a $60.00 credit was offered on October 21, 2013. On November 15, 2013, a $60.00 one-time courtesy credit was applied to Ms. [redacted]’s account for any inconvenience that was experienced.

We thank Mr. [redacted] for his communication and based on the aforementioned, request that his complaint be closed as resolved.

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.

Review: To: The Revdex.com Date: 12-9-13 From: [redacted], consumer [redacted]Ref: Broken cell phone I writing this letter in an attempt to correct a wrong that has happened to me and possible many other consumers receiving services from Cricket Telecommunication who provides cell phone services. Complaint, in February or March of this year, I purchased a ZTE Smart phone, model # [redacted] for a hundred dollars, I also purchased insurance to cover any damage that might occur to the phone. On Tuesday or Wednesday December 3rd or 4th , I notice the face of the phone was detaching itself from the body of the phone, making it very difficult to operate to almost impossible to use. On Thursday December 5th, I carried the phone into the main Cricket phone store on [redacted] to be checked out. Even thou the phone has insurance and is still under a one year manufacturer warranty, Cricket has refused to except my claim of a broken phone. Their reason for denial is because no.1, I cant tell them of a specific accident or incident that may have caused the face to come off. I just refused to lie to get their service. Because I hadn't dropped the phone on a hard surface or in water, I was unable to say what the cause was. I felt like I had to lie in order to get service. When I asked about the one year warranty, I was told by Representative [redacted] that the face coming off the phone was considered wear and tear and the warranty wouldn't cover it either. At this point it appears that I'm stuck with a broken phone at no fault of my own. I'm seeking the assistance of the Revdex.com in solving this issue. Its unfair to consumers who work and spend their hard earned money with a company like Cricket, only to find out later that the product sold to you was defaulted. Respectfully submitted by, [redacted]Desired Settlement: I have enjoyed being a Cricket custom for about ten years. It's unfortunate that we have come to this point, where as a consumer, I feel taken advantage of because they refuse to honor my insurance or the warranty on the phone. I would mind continuing our relationship, but for that to happen, I will expect to have my phone repaired, or replaced with a equally valued or better Phone. I don't think that's to much to ask after being a customer for all these years and spending thousands of dollars.

Business

Response:

December 16, 2013

Review: I purchased a Samsung Cricket Paygo phone on 10/07/13. I called to activate the phone that same evening. The customer service rep put the minutes from the card I'd purchased on the phone. I was given the number [redacted] and was told to dail [redacted] for the phone to be activated. I was unable to activate the phone that night nor the following day (10/07/13). I contacted customer service that night (10/07/13) and was told that the phone couldn't be activated. The next day, 10/08/13, I took the phone back to [redacted], where the salesperson tried to activate the phone. Again the phone could not be activated. Because I was having such a hard time getting the phone activated, I decided to return the phone and get a refund. I was unable to get a refund from the unlimited calling card because it was already loaded on the phone. I contacted Cricket with this info and was told that I couldn't get a refund for the card. I informed the customer service rep that the minutes were not used and I wasn't able to use the minutes because the phone could not be activated. I also explained that since the phone couldn't be activated that I had returned the phone for a refund. After threatening to contact Revdex.com, I was told that the money for the unused card would be refunded. I was given the confirmation # [redacted]. The lady could not tell me how long it would be before I recieved the refund, but stated that I would be called. On 10/15/13, I called Cricket to inquire of the refund. I was told that I would not be getting a refund and that I couldn't be helped. I asked for the address and phone number to file a complaint. The customer service rep informed me that I couldn't get a phone number nor the address of the location. When I asked again for this information, he acted as though he couldn't hear me and kept repeating that he couldn't hear me. I would like to recieve the $50.00 that I paid for the Cricket paygo Top-up card. Cricket is aware that the card hasn't been used. Please help with this situation.Desired Settlement: I would like a refund for the unused card.

Business

Response:

October 23, 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 purchased a Cricket PAYGo phone on October 7, 2013. She was not able to active the phone, so she returned it to the retailer the next day and received a refund. She was not able to return the calling card because it was already loaded to her phone. She contacted Cricket but was told that a refund would not be provided for the card. She explained that the minutes were not used because she was unable to activate the phone, but she was not able to receive a refund. Ms. [redacted] is requesting a refund for the $50.00 calling card.

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.

PAYGo PIN cards are nonrefundable or transferable as stated in the Terms and Conditions on the back of the card. As an exception, we have submitted an approved check request to our accounting department. We will be mailing a refund check in the amount of $50.00 to [redacted]. Please note, it may take 10-14 business days for the check to be issued and mailed to Ms. [redacted]. The reference number for her refund is [redacted].

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

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,

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.

Unfortunately this complaint was filed on 10/16/13 and I thought that Cricket had agreed to refund the $50.00 purchase price of the unused calling card. To date, I have not recieved a check or any other type funds. The complaint was assigned ID [redacted]. The reference number for the refund is [redacted]. It has been more than two weeks and I would like to recieve my refund immediately. I have not been able to speak with someone at Cricket as each time I've tried, I am told there is no one available to talk with. I ask again for your assistance in bringing this matter to a close. Maybe they thought I would forget....No, I haven't. Thank you so much for all you do.[redacted]