Cricket Communications Inc

Review: Cricket would not refund my monies paid for phone bill because I switched my number to boostBut I wanted to activate my service under another number with their company. I don't think it's fair to just take someone's money like that. And there customer service was not properDesired Settlement: Refund my 53.00

Business

Response:

October

9, 2014

Revdex.com

Review: I have spoken to several people on the phone and online. They refuse to give me my money back for a month of service that has never worked. No supervisor would speak to me. I have spent at least five hours on the phone and online trying to get my service working and now just spent an hour trying to get my money back. I paid $40 for basic plan and $9.99 for sim card. Again the service has NEVER worked!Desired Settlement: I want my money back and an apology since all supervisors today between approximately 3:30 and 4:40 refused to speak to me and hung up on me twice. I have done all they asked to get service including all the time I have spent on the phone and online. This is ridiculous. And because it need to be repeated I have had not even one minute of service and they claim they can keep my money. I work hard for my money, and I want it back!

Business

Response:

October 15, 2014

Review: I misplaced my cell phone, when I called to report my phone lost to cricket they (Cricket) stated to do as I did, they said if you loose your phone have your service suspended until you relocate it. Cricket stated when you find your phone take it into a main Cricket store and have it reactivated. When I found my misplaced phone I called Cricket and they stated take your phone(which is still under warranty)to the main store and they will reactivate your phone. The salesperson stated she could not activate my phone, we discussed the issue for at least 2hours, so finally she (sales person) stated if I reinstate insurance she would activate the lost phone, even though I was getting my phone reactivated through my warranty because I was having a problems with. After giving her money to reinsure the phone,(the sales person had previously informed me that the phones were not worthy of insurance, she said after you've made insurance for one year, the phone would have gone off the market)and I'll have to make a co-payment to upgrade a newer model) after taking my money she said to me...I can't activate your phone. I did not know what to do at this point. I said to the sales person "you know what I am tired, just give the insurance money back, She goes "uh oh I can't give the money back to you it's in the system." once again I called the warranty dept. and the warranty person stated to me "Tell that sales person to activate your phone I went back into the store and the sales person took me through the same situation. After being so totally exhausted with Cricket I went home and call there main head quarters three times Cricket swore that they would reactive my phone , I felt like a ping pong ball after being on the phone for ONE HOUR w/o my phone being activated I decided to ask Revdex.com to assist me. (09/29/2014)Desired Settlement: I would like Cricket to do as they said they would do a reactivate my phone. When I spoke to the warranty dept. they said to me they did not understand why it was so hard for the service person in the Cricket store to follow up on activating my phone. It felt as if they knew what their policy was but just would not follow through. If you, (Revdex.com) can assist me with this issue I will be forever grateful. Thank You In AdvanceMs.[redacted] (September 29, 20140)

Business

Response:

October 17, 2014

Review: I called cricket wireless about the paygo plan, I let the rep know that I had an old phone and I wanted to see if it would work. I also asked her if my phone did not work would I get a refund. She assured me that I would, I went ahead and purchased the plan and my phone did not work. I let her know that it didn't work. She quickly changed her story and said I would not get a refund. I was so shocked, and then she transfered me to someone else who told me I couldn't get a refund because I had an old phone. I explained to everyone I spoke with that I was told by the first rep that I would receive a refund. They continued to transfer me to different people who all gave me different reasons why I would not get a refund. I am beyond disgusted I have never dealt with anything like this before, I contacted my bank to dispute this transaction. I was truly mislead and I will NEVER do business with cricket again!!!!!!!!Desired Settlement: My bank is in the process of disputing this transaction for $38.45.

Business

Response:

October 15, 2014

Review: Hello. we had just switched cell plans to cricket Wireless. The following day, realizing they had failed to provide the services listed in their original statement, we canceled the plan and returned to our former provider, [redacted]. Normally, [redacted] has a 14 day return policy, but we were denied that, although we were in the 14 day confines.Desired Settlement: We would like a refund of the remaining funds that we had payed, with cricket Wireless partially refunding $95.21 out of out original #368.77, along with a replacement of out original pan with [redacted].

Business

Response:

November 5, 2014

Review: I have been a Cricket customer for at least 2 years, the company was recently sold and purchased by AIO wireless, we(Cricket customer's) were told we had nothing to worry about when the time come they (AIO wireless) would make our transition to switching to the new service easy, when we asked if we would have to buy new phones we were told yes ONLY if you didn;t have a premium cell phone witch they said were the Samsung galaxy S3, S4, and the IPhone 4, 5c and 5S. I went to the new cricket (AIO wirless)on Saturday,November 1st,2014 and they told me I would have to purchase a new phone I couldn't use mine. my problem is they lied. these company's charge full price for these phones. I paid $600.00 for mine. I was never told that I should not purchase this phone because in 6 months I would not be able to use it.. this company lied to all it's customer's. I can't afford to just throw away $600.00 . we have until March to switch to the new service. as of now I can't do this because I have to purchase another $600 phone that I don't have the money for. so come March 2015 I will be without service.Desired Settlement: an even trade or $400.00

Business

Response:

November 18, 2014Revdex.com

Review: I payed for nov to dec and they told me they will refund my 50 dollars back to me since the phone I got was not gonna be able to be used after march so I went to boost 10/26/14 after I spoke to cricket bout my refund they told me it will be mailed to me in five days now they sayin no al I asked for was my money back because nobody told me bout the phone before I got it....please help me out.....Desired Settlement: Just my money back please

Business

Response:

November 13, 2014Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] in regards to a refund for her Cricket service. In her complaint, Ms. [redacted] claims that she was told she could receive a refund for her service because her Cricket CDMA device is no longer going to be compatible with our network after March. Ms. [redacted] is requesting a refund for her service.

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 complete 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. We will be upgrading our CDMA network to a 4G LTE GSM network and expect to stop offering CDMA wireless service in most areas as early as March 2015.

Per our Terms and Conditions of Service, amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If an account is suspended or cancelled, for any reason, any remaining balance will be forfeited. Cricket’s Terms and Conditions can be found at www.cricketwireless.com/terms and Cricket recommends all customers check our website from time to time as these Terms & Conditions may have changed. These Terms and Conditions require the use of arbitration and an individual basis to resolve disputes, rather than jury trials or class actions. These Terms and Conditions limit our liability and the remedies available to you in the event of a dispute. Based on these Terms and Conditions, Cricket will not be providing a refund for Ms. [redacted]’s service.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

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

I dont agree because I wasnt told about them changing over and my money was never used for the month I payed for and I was only a member in oct.2014 not a member when they told their members I should be allowed to recive money that I put in my account and never got to use so I just feel like the 50 dollars I put in the account should be given back to me because I did pay for the months of nov to dec but never used it I feel a little riped off I do love yall company but was never told bout the chance please allow me to get my money back so I can add it to my other bills for my kids thanks

Regards,

Review: I was a current customer of the ,pay as you go plan, with cricket and was pretty satified with the service so when I had damaged my phone on 11-16-14 I decided to stay with cricket. I purchased another pay as you go phone from walmart and when I call to get it activated and to keep my same phone number not one agent could help me keep my current number not to mention they kept sending me to other departments which were help, after being transferred for this problem, keeping my same number,I finally asked if they could just give me a new number needless to say they couldnt help me with that either. I am very destrot after this poor customer service. I was on the phone a total of 1hr & 1/2 with nothing being resolved. I needed my phone so my son and I decided to activate it on line that didnt work either and cricket wireless ended up charging on my sons visa debit card 4 times, all of those transactions were all on 11/16/14. My son discovered they had taken out the money 4 times this morning 11/17/14 in the amount of $163.15. I called cricket wireless back and they explained they would put the money back onto his card in 3 days. iEven though they took the money 4 times I still have no service or number. They were horrible and I will never use anything that has to do with cricket ever again. I am prepared to carry this even further if his money is not back on his card in 3 days. The call was recorded the rep. said because I asked her.Desired Settlement: I want my sons money put back on his card and I want my money back for the phone I couldnt get activated.

Business

Response:

December 10, 2014Revdex.com

Review: I payed my bill 3 days in advance they cut me off any way,I have receipts to prove it.I could not call in to work to find out where to go at 6:00 am and let 3other employes know where to be because of that .I am a supperviser with the company there are no excuses for this my employer now thinks I'm not capable because I didn't pay my phone bill! I'm out a day of work at $200.00 a day and 3 others are as well because of this! When I 1st gout my phone it was defective I asked the salesman if it broke would they replace it he said yes just bring it back to the store I'll give you another on then and there. So I toock it back and the same salesman said we don't do that! It toock 2mounths to get that phone replaced!This is inexcusable! They lied to me over and over I'm tired of there lies & bs. When I told them they cost me and 5 other people a days work they said they would not credit me the 200$ they cost me for the day . Which was to be my pay for that day!I tried calling over and over same story.Desired Settlement: $200.00 in monthly credit to my bill at $50.00 per month. They cost me and my crew more than that . The alternative is to let my attorney sue for all of us plus cost.I would all so like an apology from the company!...

Business

Response:

December 19, 2014Revdex.com

Review: On November 22nd, a Saturday, I went in to pay my phone bill. We have until March of 2015 to upgrade my phone because AT&T is taking over their towers. They suggested I upgrade then, while I was there. I went ahead and did so and the next day the phone didn't work. Monday, there was unrest in our neighborhood so I stayed in. Tuesday I contacted the business and they told me to just reset it. They told me I have 7 days to exchange the phone. I went back the next day because the phone still wasn't working. I went to another cricket store and they tried to fix it but still couldn't. Friday I went back to the store and they reset the phone again. We were closing in on the 7 days and they told me not to worry about it and it'd work for me. I took the phone back and that Saturday the phone wasn't working again. I took it back. They tried resetting it again and I ended up coming back that same day. They told me to bring it back the next day. I had to drive to the city to get to the person that had been working on my phone and they told me my 7 days was up. I explained I had been trying to take care of this since day 1. They told me they couldn't switch it out at that location and I had to go back to the Chambers location. I went back Monday and they told me all of their systems were down. Tuesday I went back and they're refusing to replace it and told me to deal with the manufacturer because my 7 days was up.Desired Settlement: They knew the phone was defective before the 2nd day was even up and I was persistent going to their store every day making them aware of this issue. I want the phone replaced at no extra cost.

Review: The phone was returned because it had malfunctioned and was still under warranty. The policy states that you can mail your phone in for replacement and you will be without your phone for only 3-5 business days. They kept my phone for 14 days and I was told by a customer service manager that I would receive a partial credit for that months service (November). That didn't happen, I called back again and a different manager refused to give me the partial credit of $25.00.Desired Settlement: I would like to receive the partial credit I was told I would get for the inconvenience, as promised.

Review: Cricket Wireless has set up a "Cyber Monday" sale for their online website https://www.cricketwireless.com/cell-phones/smartphones offering the Samsung Galaxy S5 at 50% off the online sale price starting at 3 A.M. Eastern Time. I live in the state of Oregon, and have been up since 12 AM Pacific Time trying to buy the Galaxy S5 from the website. I was unable to do so upon filing for a place of order, and attempted to do so twice. The third time I attempted my order, the Galaxy S5 was "out of stock" and I have been up all night, and all day trying to get the phone. Their online system was down "for service" for about 3 - 4 hours, and they told me over the phone the Galaxy S5 would be restocked, and their system would be fixed in time for the sale to continue. Upon their website being fixed, I tried to order the Galaxy S5 and it is still out of stock. I have received 3 different stories of what is going on, from their [redacted] page: [redacted] I was told they will be restocking the phone, but it will not be available for the remainder of the sale, I posted another post on their wall asking if they will restock the phone and now they have said the phone is no longer available for the "Cyber Monday Promotion." Also, now their call center, online chat help, and any customer service is offline and unavailable for 2 - 4 hours. Many people are frustrated, including myself, and I feel this should be dealt with somehow. This is terrible customer service, to me it feels like they were never prepared to do this sale, and it feels as though they have scammed many people with this promotion. I must stay with Cricket Wireless because I do not have the money or credit to switch to another Cellphone Provider. This is frustrating, unacceptable, and now I have no idea when I will be able to get the Galaxy S5. Also, I have a Galaxy S3 and I'm told I must switch to the company's new service without being able to use my phone. I don't have 600$ to spend. This is completely out of line.Desired Settlement: I just want something to be done or said to the corporate executives of Cricket Wireless because this "sale" is unacceptable and I feel as though it was a setup.

Review: My phone was not recieving calls and I went into the cricket sore at ind Cricket Wireless at [redacted] the lady agent said they don't sell phones, but she went into another room and came out with a cricket phone which she said cost $50.00 and I paid her with my debit card,yesterday I went to cricket store in [redacted]and the lady agent said I was lied to by the clerk at the cane run store, (fraud) she said the phone I purchased is only worth $20.00. I she use fraud against me,I would like my money refunded and the phone returned to them or my $25.00 dollar difference in payment. thank youDesired Settlement: A full refund and I return the phone to them,or $25.00 dollars.

Business

Response:

March 4, 2014

Review: I bought an iphone online at Cricket website but then I decided to return the phone, I went and return the phone within 30 days like the policy said but then I never got my refund. I called and ask about my refund and the customer service person told me "our supervisor going to contact you" I waited but I never receive any phone call back. I returned the phone with perfect condition and also I tracked the shipment and it shown that they received my phone, THIS IS ROBBING PEOPLE, its ridiculous.Desired Settlement: I just want my refund

Business

Response:

May 21, 2014

Review: I recently moved from Massachusetts to Colorado and wanted to activate my iphone 4S with a No contact service provider. I was lead towards Cricket wireless from a friend. I logged onto their website and liked their plan costs so and noticed that I could bring my own phone and didn't have to buy a new one. So I ordered a SIM card through them for $9.99 and paid for the 1st months service $50.00 which was unlimited talk text and data. I waited 2 days for UPS to deliver my SIM card and phone number to me. It arrived on 6/18/2014 I followed the direction for activation and got an error code on my phone so I got online and chatted with their tech support who told me my phone was locked. (I had no idea, I'm not that tech savy) the tech support guy told me to bring my phone to a Cricket store to have them unlock it. The nearest store was 45 minutes away...but I did it anyway. The worker at the store told me they can't unlock the phone my previous carrier has to unlock it. This was more work than I was looking for so I went and bought a new phone at a different store closer to where I am living. I called Cricket Wireless today and asked for my $50.00 back for services not rendered (I am willing to pay the $9.99 for the SIM card because I opened and installed it) but the person I spoke to said there are no refunds even if you didn't use the service. I asked to speak to a supervisor and she said the supervisor will not take your call he said to tell you that he will tell you the same thing it is our internal policy. This is unheard of! They didn't provide a service and will not give me my money back. I finally got to speak to a man named Pedro who said he was the supervisor (after I threatened small claims court) but he kept saying the same thing over and over. It's our policy NO REFUNDS FOR SERVICE. it's not listed on their website that I can see anywhere and he told me it's the customers responsibility to make sure your phone is unlocked (also not mentioned on their site)Desired Settlement: I would like my $50.00 for services NOT rendered refunded please

Business

Response:

July 1, 2014

Review: I started my service with cricket wireless on June 13th, 2014. I was informed my cycle due date is 12th of every month which the bill is due up until midnight on the 13th. If I'm wrong don't you get a grace period of 2-3 days. On Aug. 13th my service was suspended. Don't every Business give you a grace period? Just asking.Desired Settlement: I would like a grace period of @ least 2-3 days.

Business

Response:

August

21, 2014

Revdex.com

Review: I returned my phone as advised on the below email on warranty on July 17th 2014. The same day cricket wireless took a $200 deposit out of my debit card (ending in [redacted]) for the new phone. Cricket wireless received my sent phone on July 23rd and I have been waiting since then for the return of my deposit.I have been calling repeatedly the customer support line and every time they advise me that my case is getting escalated and the money should be back on my card,but as of today I have not received anything. I am a student and any delay in the return of the $200 has a financial consequence.I also wrote on their Facebook page my complaint in hopes of resolving it. I again was told someone would call me and my case was escalated. Still I have not reached anybody and the issue has not been resolved. My RA number is [redacted] and the name on the account is [redacted].Desired Settlement: I would like my 200 dollars back minimum. I would appreciate getting it back immediately.

Business

Response:

August

21, 2014

Revdex.com

Review: I was referred by a relative [redacted] to join Cricket. He signed me up for their referral program, whereas, he get 25.00 credit and I will get 25.00 credit. I read the terms of conditions, and I understood that the promo could end at anytime, but I had no ideal it meant even while I was waiting to meet the terms of the deal. The term is we are to be active and in good standing(not in arrears on payment) with Cricket for two billing cycles. We both did this (and not like we wouldn't lol). We had no ideal the program was discontinued while we was meeting the terms. So yesterday, when I sign into the chat line to inquire why we have not receive our credits yet. Imagine my surprise when the chat line operator told me the program was discontinued. I told her that's not fair. So instead of addressing my concerns, she copied me the disclaimer showing that the program can end at anytime. As, I was about to respond because I felt those already in the program should still be given the credits (grandfathered in) which is only fair. She disconnected the chat line. I like Cricket,its AFFORDABLE, the phone service is GREAT, and I LOVE my phone. I have been telling people all about Cricket even trying to get them to switch over to Cricket. But, this is very unfair that We was not given a chance to receive our credits as promised. Afterall, Cricket got ther referral, and probably got me for life. I want my credit and so does [redacted], who referred me. He is very embarassed about this.Desired Settlement: [redacted] the referree and [redacted] the referral would like our 25.00 credit due to us as promised, when [redacted] referred me. His Cricket ###-###-####. The referree recieves 25.00 and I the referral receives 25.00 credit. fyi: By the way, not sure it will matter but the Cricket representative spelled my last name wrong. Cricket has me as [redacted]e ....I am [redacted].Thank you.

Business

Response:

September

2, 2014

Revdex.com

Review: I purchased the phone for my niece. [redacted] for [redacted] in Homewood gave me the receipt I showed her where numbers where count off on the receipt. She stated that I wouldn't have any problems with the rebate. I have the welcome paper where she wrote her name, account number and the cell number. I asked if she could print it again, she stated it was the register. I mailed it the copy of the receipt and the rebate 3 weeks before the deadline. I just receive in the mail a declined letter saying I can resubmit by the 29th of September. I receive it on September 30th. The rebate was for $50.00 visa card. I can email, mail or fax whatever information is needed.Desired Settlement: I would like my $50.00 visa card.

Business

Response:

October 16, 2014

Review: On November the 16th I went into the cricket store at 1905 Irving street in San Francisco to add my line to a plan. The store clerk took my info and began the process of transferring the number. At the time the transfer was supposed to take 1-3 days because the original carrier was going to take time releasing the phone number. The clerk would not sell me a sim card for my phone and instead wanted me to wait until the transfer was complete. The transfer could take up to three days, and if the line was transferred over in the middle of the day, I would not have any phone access until I would be able to get to a cricket store to purchase the sim card. I explained to the clerk that I was not willing to drop everything and go to a store just to pick up a sim card once my phone number had been transferred. He insisted that he could not help me, after three hours of arguing with him and one of his co-workers, I went home. I had been at that store three times that day, and spent over 4 and a half hours there, all for nothing.The following day at 12:00 PM I received a phone call from the same clerk, stating that I would have to return to the store to restart the phone number porting process, as he had cancelled the request the night before. He stated that the process was taking too long and he thought that maybe it would speed up if he put in a new request. I had not authorized him to do this. Not only that, but he had been using my personal information to log into the account and fiddle wit h the account settings. This is highly unprofessional and illegal.I returned from work that day to go to the store and spoke with a Chinese woman who identified herself as [redacted]. She apologized to me and asked for the information so that she could look up the account. She, too, gave me the run-around, and stated that she could not look up the account, as the information had been forwarded to her manager Paul to look into. She stated that she would call me back once she had heard from her.Desired Settlement: [redacted] told me I couldn't do anything but go home and wait for her to call me the next day, Tuesday November 18. She said she would call me back but never did. [redacted] and her employees have been nothing but rude and unwilling to help. I called several times on Tuesday the 18th, but every time I called they put me on hold and then hung up. I spent countless hours at this store, to no avail. I would like to speak to a manager about this issue, and I would like compensation for my lost time.

Business

Response:

December 15, 2014Revdex.com