Cricket Communications Inc

Review: On 8/30/13 I purchased a [redacted] from the Cricket Wireless Dealer at [redacted] location. They financed me through the company [redacted] for about 550.00. They VERBALLY said I had 6 months same as cash to pay off cell phone as long as I make biweekly payments. They also changed my plan without notifying me I found that out when I looked at my online account. This account was a mess from the beginning with [redacted]. When I gave my bank information for biweekly payments they set up my account number incorrectly and they sent my information to there collections department for my first payments. It was a mess trying to correct my info with agents the could not see my payment info. On 01/12/2013 I called to make a payment, after the payment I asked agent how much I had left to payoff the cell to close off the account by 01/17/14 and she stated 382.88. At this point I have already paid over 450.00. She couldn't explain why it was that much and I requested to speak to a supervisor. He explained that I have 90 days same as cash. I discussed that agents at retailer location are giving different information regarding time to payoff cell phone and he agreed it was not the only complain about this issue. I asked to see if he could honor the rest of the amount and he assured there was nothing he could do. On 01/17/14 I called to payoff my account even though I feel this was wrong. I ended up paying over 800.00 for a cell phone that other companies give free when signing a contract. My main complaint is that retailing stores are giving their customers wrong information upfront. They don't discuss terms or let them know what they are signing. In my case the agent just asked me to signed to get approved not for the terms of the financing. Hopefully this helps other customers so we can improve the way business assist customers. Thank you.Desired Settlement: I would like the difference that I overpaid from the amount I was financed for nothing more or less.

Business

Response:

January 24, 2014

Review: My plan included from the beginning the capability to back up contacts which is very important in case we loose the cell phone and need to have contacts loaded in the new device.Today I knew they cut the back up contacts but kept the same price.Desired Settlement: I need to have a printout of my current contacts and to lower my bill; I need the 'Contacts backup service' reinstated.

Business

Response:

December 10, 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 his rate plan with Cricket has always included data and contact backup. He most recently noticed that his account currently does not have the data backup feature but is the same price he has always paid. Mr. [redacted] requests a printout of his current contacts, the data backup feature reinstated and his bill lowered.

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 review of his account, we have confirmed that Mr. [redacted] is on the $45.00 Value Rate Plan, which does not include data backup. The data backup is an additional feature that can be added to the account for $1.00/month. Our records indicate that this feature was added to Mr. [redacted]’s plan on November 25, 2013, but was not on the account prior to this date.

We apologize if Mr. [redacted] has lost any contact or personal information. The data backup feature is currently on his rate plan. Mr. [redacted]’s complaint was forwarded to an Operations Manager in his area for review. If Mr. [redacted] wishes to receive a printout of his current contacts, he may visit the store located at:

[redacted]

###-###-####

Review: spoke with service rep on 1/9/14 to top up my phone service. Cost was to be $30.00 plus tax. Cricket debited my bank account for $32.76 @ 8:11am and debited my account for $33.15 @ 8:12am. On 1/17/14, I spoke with 2 reps who acknowledged that my account had been charged twice and I also spoke with my debit card provider, I was informed by a Cricket rep on 1/17/14 that I would be credited within 5 to 7 business days. As of 1/30/14, there was still no credit or pending credit on to my debit card so I called Cricket Serv Rep back again, spoke with [redacted] who at first said that they didn't charge my account twice; then said that [redacted] had denied my credit ; and then said that Cricket would apply the credit to my account. I do not want Cricket to apply anything to the phone account because at this point I do not plan to use them anymore for phone service. I want my money credited back to my account. The amount that should be credited is $33.15Desired Settlement: I WANT MY DEBIT CARD TO BE REFUNDED FOR $33.15 AND I WANT CRICKET TO APOLOGIZE TO ME!!!!!

Business

Response:

February 5, 2014

Review: I bought my husband a phone on feb 13th from radio shack in [redacted] along with minutes for the phone. I bought the wrong phone and when I returned the phone they told me that they didn't have the phone that my husband actually wanted. [redacted] refunded the money for the phone but told me they had to put in a request for refund from cricket for the minutes. the lady from cricket told [redacted] who is the manager at the [redacted] that I would have my refund back on my card in 7 days today it's been 12 days and no refund. I contacted cricket and was told that they did not read my refund and words not going to give me a refund back because they would not refund minutes after being told that I would receive the refund in 7 days.Desired Settlement: I just want my $50 that is rightfully mine back. I don't like being lied to.

Business

Response:

March 4, 2014

Review: I purchased a phone online with Cricket,I returned the phone they received there Phone back March 10th at 10:53am, I know this because it was sent Priority Mail( with tracking number) I was told I would get my refund in 7-30 days, I have not received it yet I have continuously called have been treated extremely rude and toss back and forward to different people on the phone. I was even given a number with a recording that says there are no agents available.

I filed a complaint with Revdex.com last week. The following day I spoke with a CSR for Cricket Wireless he assured me that my refund would be posted in 3-5 business day. When I called to check the status of my refund today and gave the young lady (Alex) the confirmation number the CSR ([redacted]) had given me [redacted] said it was not a valid number, I ask to speak with a manager and I was hung up on, I only want what's due to me I am passed frustrated and 297.00 is not something I will over look. Please help.Thank you, [redacted]Desired Settlement: I paid 347.00 for the phone, 50.00 of this was the bill I am expecting back 297.00

I want my 297.00 due to me from this phone I returned to them, they received the phone March 10, 2014. Per their policy I should have received my rund no later then April 10, 2014. I don't have my money but they have the phone. I sent it Priority mail from the mail center I work in to assure I had tracking information and confirmed the delivery date with at least 5 of there own CSR reps as well as USPS.

Business

Response:

May 2, 2014

Review: Upgraded on April 09 2014 been having problems since that same day my internet does not work or my navigation I have two phones in this matter.been back n forth with the store manager about getting a resolution no one seems to b helping us.on Friday April 18th I was at the cricket where we got the phones from with the phones and the boxes it was never an issue about anything the store manager told me to come back on Monday the 21 to get everything straight I get there and they won't refund or exchange my phones because of the box of one of the phones.I never got a receipt the date of the upgrade the store manager by the name of donors [redacted] stated that her system was down and it wouldn't print.Desired Settlement: I would like to get a full refund to take my business somewhere else.I would also like compensation for the gas that I used getting back and fourth out there.

Business

Response:

May 7, 2014

Review: I have had service less than a month, I am being charged for a month of service.Desired Settlement: I want to pay for the days I have service only.

Business

Response:

May 19 2014

Review: Just bought the phones in Feb and was told of the new network for 4g. Told that the phones we purchased would work on the new network for 4g. Called customer service and was told that I would now need to buy a new phone to go to the new network.Desired Settlement: Replace the phones we are buying with ones that will work on the new network like we were told that these phones would do.

Business

Response:

June 3, 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 his complaint,

Mr. [redacted] states he bought a phone in February 2014 and was told they would

work on the new 4G network. When he called customer service, he was told that

he would need to buy a new phone to go to the new network. Mr. [redacted] is

requesting that Cricket replace his phones with ones that will work on the new

network.

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.

On July 12 2013, it was announced publicly

that AT&T intended to purchase Leap Wireless International (Cricket). The

transaction was subject to review by the Federal Communications Commission

(FCC) and the Department of Justice (DOJ) as well as other routine closing

conditions. Until the transaction was approved and filings completed on March

13, 2014 we remained competitors with AT&T. Upon completion of the

acquisition, we notified our customers of the upcoming changes and although the

financial transaction for our merger is complete, we still have a lot of work

to do in order to combine our brands. As a current Cricket customer, there is

nothing that Mr. [redacted] needs to do right now. His phone and phone number will

continue to work and his monthly rates will remain the same. If he has a 4G LTE

capable device, it will continue to work in areas where we have CDMA 4G LTE

coverage (www.mycricket.com/coverage/maps/wireless).

We will be upgrading our CDMA network to a 4G LTE GSM network and expect to

stop offering CDMA wireless service as early as March 2015. Mr. [redacted]’s CDMA

device and phone plan will remain the same until these changes are completed in

2015. There will be ongoing promotions, incentives and phone trade-in options

for Mr. [redacted], if he chooses to activate service on Cricket’s new network.

We thank Mr. [redacted] for his communication

and trust that this explanation properly addresses his complaint.

Regards,

Corporate Customer Relations

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.

This response did not address the complaint I have about the current phones I have now that I was told would work on the new network and am now being told after a already purchased them that in July of 2015 they not work at all by my understanding.

Regards,

Review: I PURCHASE THIS HTC SVONE SMART PHONE FROM CRICKET COMMUNCATION STORE FROM [redacted].I ONLY HAD IT FOR 2 MONTHS AND THE SCREEN WENT OUT ON THE PHONE.I TOOK IT BACK TO THE STORE WHERE I PURCHASE THE PHONE FROM THEY GAVE ME A NUMBER TO CALL I FINALLY GOTTEN IN TOUCH WITH SOME ONE YESTERDAY TO REPORT THE PROMBLEM.SHE TOLD ME TO GO BACK TO THE STORE TO GET A LOANER PHONE.[redacted] ONE OF THE WORKERS THERE TOLD ME THAT THEY DON'T GIVE OUT LOANER PHONES AND THERE IS NO STORE CRICKET STORE THAT DOES.SO I CAME HOME AND CALL THE NUMBER THAT THEY GAVE ME AND YOUNG MAN NAME T.J.STATED THAT HE DON'T SEE MY NUMBER NO WHERE IN THE COMPUTER.BECAUSE HE WORK FOR THE NEW CRICKET AND THAT I'M WITH THE OLD CRICKET.I TOLD HIM THAT THAT DON'T MAKE ANY DIFFERENT I PAY MY BILL STILL WITH CRICKET.THERE IS A SCAM GOING ON THERE AND I WANT MY $254.00 PLUS THE MONIES I PAID FOR THE SERVICE THAT I CAN'T USE PHONE.NO-ONE CAN EXPLAIN THE DIFFERENT BETWEEN THE OLD AND NEW CONTRACT.ALL I WANT IS A NEW PHONE OR REFUND FOR THE ENTIRE PHONE PLUS THE SERVICE I CAN'T USE THE PHONEDesired Settlement: NEW UPGRADED PHONE OR REFUND

Business

Response:

June 24, 2014

Review: for a couple weeks I was having problems with slowness and error messages saying I did not have enough storage. didn't make sense as I had just uninstalled a game and reinstalled the same game. I finally called cricket at 611. the young lady had me go places and do things that I know nothing about. when she couldn't figure it out she sent me a text message as what to try after we hung up. well not trusting it I didn't do it. just left my phone alone. the next day went to text and I noticed I had nothing but telephone numbers and no names. I went to my contacts and they were all gone over 100+ important numbers and texts I need. The told me I would have to pay $25.00 to get my phone records. I didn't lose them Cricket's employee did. Was not fault. then I called corporate x2 the second time they said they would give me a $50.00 free month but I still had to pay the $25.00.I told them I was ill don't drive people are not around to give me rides. I can not walk in this 104 heat to their corporate store. Also she also made mention to the fact that if I want to go faster I can purchase more mg or gbs. I asked her why I would do that I have had the same for over 4 yrs now 2 weeks before my bill is done I am moving very slow and they said would rejuvenate on the 27th my billing date.Desired Settlement: I would like them to take responsibility for their employees actions and get me my phone number names and text messages from 4/1/14 to 5/31/14. for them to deal with the company they employee to do this and to pay the $25.00 to the company and finally due to my illness mailing them to me as I have already made attempts to go to store only to be told I needed to pay the $25.00. Can't do that again. I have been with them along time and never asked for anything like this. and stop slowing me pay mo

Business

Response:

June 18, 2014

Review: My phone was misplaced on May 27th. I called the store that I normally go to to inform them and get some information about shutting my phone down. Later in the day on the day (May 27th) I went by the store to follow up on the next step to replacing the phone. The store operator help file my loss with cricket and informed me to wait to hear back on claiming the insurance that I pay monthly for. I have not received an answer on how I should resolve this matter. I had no phone for five days and was stressed over missing important information from my employer. I almost lost my job because of this situation that cricket put my in. Along with that I am making payments on the phone.Desired Settlement: iPhone 5C purchased new on 3/14/14

Business

Response:

June 24, 2014

Review: I have a Cricket Pago account ([redacted]). May 18,2014 I called my Cricket no. and got the message :this number was no longer in service (Message 21 CBG).I was to have service until July 2. I called the office on the Outer Loop, Louisville, Ky. repeatedly leaving a message for [redacted] A or [redacted] or any manager to call me back. I even played a phone message from [redacted] A where she told me she had set up credits for my account which would use up the $125.90 balance on my account and expire on July 2nd. I got no replies even though the greeting says leave a message and someone will get back.I had gone to the Outer Loop office in person last Nov. (2013) when my service was cancelled and I was told I had a 0 balance. Fortunately I had made a copy of my account from mycricket.com/my account. [redacted] A and [redacted], a Credit Manager, researched my account and verified I had a balance of $125.90 . [redacted] A. and [redacted] figured it as expiring in May but we called her back and told her they had erred. She left a message on my answering machine (Nov.6, 2013) where agreed she had erred and my credits should take me to July 2nd. ( have that tape). Have not talked to her since but she did begin to make the credits. But the last credit was to have been made June 22 to July 2 for a last $5 credit on my account; all other credits were for $30 for 60 days beginning 10-29 to 12-27-2013; 12-27--2013 to 2-24-2014; 2-24 to 4-24; 4-24 to 6-22; 6-22 to 7-2-2014.I want service days from the time service was closed (I first knew 5-18) until July 2nd and some days compensation for the difficulties this has caused.. I paid for this service for my father who is disabled and got no notice from Cricket the service was closed. In all the years I have had service we have made probably less than 5 calls total because we wanted service foremergencies.We have had to file complaints before when service was without reason or notice discontinued before this issue. We always paid on time.Desired Settlement: Get service restored for days service was cut off to July 2nd and some compensation for the difficulties these numerous unwarranted discontinuances have caused.

Business

Response:

June 24, 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 PAYGo service. In his complaint, Mr. [redacted] states he was to have service until July 2, 2014. He called his number on May 18, 2014 and received a message that the number was no longer in service. He had received credits to the account from a store employee for $125.90 and was told the balance would not expire until July 2, 2014. He states he was not notified that the account would be closed. Mr. [redacted] is requesting service credit for the time the account was closed until July 2, 2014 as well as compensation for the difficulties this has caused him.

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.

Cricket PAYGo account balances over $30.00 will expire within 60 days from the date the “top-up” of funds occurred. Our records show that Mr. [redacted] received a top-up credit on March 18, 2014. As a result, his account balance expired and the account disconnected on May 18, 2014.

Regrettably, we are unable to reactivate his service. As of October 12, 2012 Cricket no longer offers Cricket PAYGo Daily plans. His phone may be eligible to be reactivated on a Cricket PAYGo monthly plan. We ask that he contact 1-800-274-2538 for reactivation options.

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.

I have not been able to reach any one at the the number provided (1-800-274-2538) with whom I can discuss any settlement. The number. has promps which start asking for my cell number. I give the cell number but it says there is no record of it and disconnects. I have called local Cricket numbers for a number I can use but as usual they do not call me back. I want to settle my complaint not sign up for new service at this time. I called Revdex.com today and explained my dilemma to [redacted] and she suggested I email Revdex.com to see if Cricket can send a number where I can reach a person who can discuss a settlement as she had no other number for Cricket. From Cricket's response I take they are not going to do any thing about settling disconnecting my service before the date agreed to and with no prior notice. I do not believe they are allowed to do this. [redacted] A was supposed to let me know each time she made a payment and calculated last payment would take us to July 2 (I was given no call when any payment was made but knew they were as my service continued until I found it was disconnected when I called it from my land line 5-18). I made no calls from my Cricket phone during the period from Nov.6th when [redacted] A

Review: I purchased a Samsung smart phone when I went in on April. When I got the phone home, I would drop calls constantly. People would call and it would not ring on my end. My texts did not want to go through. I only had the phone for a week or two. I call the customer care center and he told me to stand by the window to use my phone. I explained That I did not purchase a cell phone to stand by the window. I went to the Cricket store I Bought the phone from. They claimed that since they merge with another company I had repurchased another phone in order to get adequate service. So I did that. I purchased a phone that had a $50 rebate. I get the phone home and still having the same problems with my phone. Once again I called the customer care center and explained that I was having the same problem. They said when my phone bill was due they could only give me a $20 credit and I could not keep calling them and complaining that they would not take any more money off. I never received this @20 credit. And I still never received my $50 rebate. I did not pay the bill this month due to me not getting the credit that I was promised and for the simple fact I am made to pay $50 for service that does not work. They refuse to give me any of my money back for the service or for the phones that I had to purchased. I was told that it was in the terms and conditions which they never explained. The customer care person said after you purchase their service you are suppose to go to the web sire and read the terms and service. I do not think it is fair to pay money for services that did not work.Desired Settlement: I would like this matter solved by me receiving my rebate for the phone purchased and either a phone that I can get service or my money back for service I did not receive. Or even a free month of service for my trouble. But most defiantly the rebate For the phone that I purchased and at least my money back for the services I did not receive.

Business

Response:

TO: [redacted]

FROM: [redacted] Customer Support, Cricket Wireless

DATE: July 7th, 2014

SUBJECT: Revdex.com Complaint Number # [redacted]

Ms. [redacted],

I received your Revdex.com complaint regarding a rebate issue that had yet to be resolved. From my understanding, you were due a $50 rebate from the device you purchased, but encountered problems with the redemption process.

As you and I have discussed and agreed, I have applied a $50.00 credit to your account to match the rebate owed to you. In addition, a $25 courtesy adjustment was applied for the troubles you have experienced in obtaining a resolution.

I apologize for any and all inconveniences you have endured as a result of this matter. Should you need further assistance with issue, please feel free to contact me.

Very truly yours,

###-###-####

CC: Revdex.com

Review: I am not a Customer of Cricket but my Husband does have their service. I visited the location on [redacted]0. I went to buy a USB cord and one was available to purchase but once it was brung to the register the "Manager" said the system said it could not be sold to me and that I could purchase the more expensive one. The item should have not been on display if not for purchase and the "Manager" attitude was not very "Customer" friendly.Desired Settlement: Better customer service and a more friendly environment.

Business

Response:

July 14, 2014

Review: Phone purchased turned out to be defective. I have received no help from the store, who told me to send it back to Motorola. I contacted Motorola, who told me the phone is registered to someone in Colorado. I live in Ohio. Motorola told me they would "Top Priority" this issue and get back to me, which they have not done. This has been going on for one mo. I feel Cricket (or AIO) should be responsible for this, as they sold the phone.Desired Settlement: The phone price is $170.79. I would like a refund or a new phone. Probably at this time, a refund, due to the fact that the company dosent seem to be reliable.

Business

Response:

August

14, 2014

Revdex.com

Review: On 7-16-2014 I received a text msg. from Cricket alerting me that an unauthorized change had been made to my account.The technician informed me my phone number of ###-###-#### was being ported from my account. It wasn't until later ( about 2 weeks) that I found out all it was, was [redacted] starting her own account. I have no problem with that. What I do have a problem with is that my account was hacked into in order to port the number. No one has my code, not even my husband. I went to the store to express my concern that my information is not being protected.I spoke to two different gentlemen; [redacted] (District Manager) and [redacted] (Store Manager). They stated that it is impossible to get my code or to over ride the system in any way. Obviously they are wrong. My account was compromised. My friend, [redacted] did not give them any code, only the phone number she was using. I know it wasn't her for one reason, the address on her paper work was from before I knew her,yet it had her name. [redacted] stated she the tech had problems connecting her phones and was going from boss to boss trying to get them going. "The employee used the term over ride several times. I suspect management is lying about being able to hack an account because before [redacted] and I had left she needed her phone turned on that the number in question belonged to. The manager wanted to charge a connection fee plus $25. We were told there was no way to avert the the charges because he can't over-ride the system. Although by the time we left she had her phone activated and the charges were averted, over ridden. So someone accessed my account. I submit that the employee was so intent on selling [redacted] the 4 phones that day no matter how they had to do it. Even though it would have been easier to give her a new number or just contact me. Instead, there was no hesitation to break the law and I believe it is common practice at this outlet. I am extremely upset and have filed a police report and will press charges.Desired Settlement: I would like a transcript or a copy of the video surveillance for 7/16/2014 at approximately 3:48. Someone is lying and I want to know EXACTLY what happened that day!

Business

Response:

August

19, 2014

Revdex.com

Review: Store clerk refused to sell us phones without also selling an accessory to go with each phone. When we asked why, we were told that it is store policy. When I refused to purchase accessories, I was told that he could not sell us the phones because he would be fired if he sold phones without accessories. I asked to speak to a supervisor and I was told that it wouldn't be possible because the supervisor was "busy." We left without purchasing phones, and one person in our company left Cricket Communications and opened a new account with another company the next day. The other two of us bought our phones from a Cricket store in another location more than 100 miles away. This is the only Cricket store in Cache County, the next closest store being approximately 50 miles away.

Product_Or_Service: none (attempting to purchase cell phones)

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: No settlement requested - for

I am questioning the legality of this behavior. I would like the store manager to be contacted and informed of the report.

Business

Response:

September

16, 2014

Revdex.com

Review: We went to the Cricket store #105 in Taylor Michigan last Saturday September 20, 2014 to buy an unlimited data plan, after 15, 20 minutes talking about the plan the phone type, where we get the phone, if it is unlocked, and the store cleck checking the phone, etc. the clerck charged me $86.49. A few minutes later the data does not work and that person kept checking in to, he called someone else, to make the story short, he called a few people including the person in charged of the store, just to tell us that my phone does not take data. We had data previously with [redacted], so we could not understand what was going on. I ask for my money back, because it was clear I wanted data. He refused to refund my money back, offered me to give him my phone, telling me phone does not cost more that $20 in the market right now, so he can sell me another one. Obviously we refused that. I tried to stop payment through my bank, but it did not work. Please help me now I do not have a phone line, I refused to deal with a company that does that to people. We went to get data, did not get it. and no money back. He refused to provide me the name and number of his boss or a corporate number. The employee name is [redacted]. Why do I have to pay for a service that is not provide to me and for the incompetence of an employee. Thank you.Desired Settlement: I want my money back. Full refund of $86.49

Business

Response:

September 30, 2014

Review: I have been a with cricket for 2 years....have two lines of service the primary number is ###-###-####....2nd line for my daughter ###-###-####....my daughter's phone was stolen so I had insurance coverage for both lines..phone was replace by assurance who is the affiliate that cricket referred me to submit the claim and have phone replaced which was done 12/2013....my daughter just recently cracked the screen on her phone so I reached out to cricket to report and was informed they showed no coverage for my daughter's phone any longer, yet my line was still covered. I asked the customer service rep how could that be when both phones were definately covered before, also mentioned how I was able to have the same replaced since I had the coverage, I asked rep who would remove the insurance when I never authorized such a change, not to mention why was that done....the customer service rep started pushing blame to assurance the company who replaced the 1st handset, which turned out to be back and forth between myself and cricket customer service rep who claimed she was a manager yet could not simply comprehend that the fault lies with cricket/assurance, however me as the consumer the way she explained would have to pay full price for a new handset, the joke of it all due to their error offered me a $30 credit and still insisted I would have to pay the full price for the handset to be replaced..I became so frustrated that I asked her for the corporate number for cricket, which she replied she did not know that number....I asked her how was it that she was a manager yet had no record of this information, she then was able to suddenly provide me with the number which I did call and left a detailed message pertaining to this matter which the recording said I should have a response from cricket corporate within 24--72hrs. I would greatly appreciate if you can look into this matter for me.Desired Settlement: I would like my insurance that I had on the phone previously to be reinstated to ###-###-####, as well as the phone being replaced without charge since they clearly made the error, I was more than willing to pay the co-payment to have the phone replaced with the insurance....now after all the aggravation they have caused I feel I should not be responsible for any co-pays.

Business

Response:

September

26, 2014

Revdex.com

Review: Cricket is.changing their wireless service and is forcing me to buy a brand new phone without any type of compensation, asked provider for discount of new phone was told by store manager to contact customer service since they couldn't do anything there contacted customer service and was told my service would be cancelled and to go to a different provider unless I bought a new phone and paid the activation fee and the price of the new service planDesired Settlement: I would like a free replacement of comparable or better model of the current phone I have and to have a free month of services for the inconvenience and to have the activation fee waived for the new phone

Business

Response:

October

1, 2014

Revdex.com

Online

Complaint

Re:

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 services. In his complaint, Mr. [redacted] states that he is being forced

to purchase a new phone due to the new Cricket network changes. According to

Mr. [redacted]’s complaint, he asked a store manager for a discount on a new phone

and was told that there was nothing that they could offer him and to call our

customer service department. Mr. [redacted] is requesting a free phone that is

compatible on the new network, waived activation fee and free month of service

for the inconvenience.

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.

On July 12 2013, it was announced publicly that

AT&T intended to purchase Leap Wireless International (Cricket). The

transaction was subject to review by the Federal Communications Commission

(FCC) and the Department of Justice (DOJ) as well as other routine closing

conditions. Until the transaction was approved and filings completed on March

13, 2014, we remained competitors with AT&T. Upon completion of the

acquisition, we notified our customers of the upcoming changes and although the

financial transaction for our merger is complete, we still have a lot of work

to do in order to combine our brands. As a current Cricket customer, there is

nothing that Mr. [redacted] needs to do right now. His phone and phone number will

continue to work and his monthly rates will remain the same. If he has a 4G LTE

capable device, it will continue to work in areas where we have CDMA 4G LTE coverage.

Unfortunately, we are unable to provide Mr.

[redacted] a new GSM compatible phone or free month of service. There will be

ongoing promotions, incentives and phone trade-in options available to him, if

he chooses to activate service on Cricket’s new network.

Our customer service department advised Mr.

[redacted] to visit a different store to inquire about the available options. We also

encourage Mr. [redacted] to visit our website at www.cricketwireless.com

for more information.

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:

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

I don't feel that I should have to purchase a new phone when I barely have 2 years with my current one. To be told that I have to buy a new phone with the same features as mine for almost $600 is unreasonable and unfair. I've been a loyal customer for a very long time, I've had cricket since before I move here to Texas. I have had cricket service when I lived in Colorado almost 8 years ago and have kept their service ever since then and to ask for a small discount to help me keep the cricket services in my mind wasn't unreasonable but to be treated the way I was by both the store representatives and customer service agents was wrong.

Regards,