Cricket Communications Inc

Review: I have had service for a few months and just bought a phone online to go to there new 4g plans.new service start date 6-10-2014 I lost my phone at a part june 14 and called to report that I lost my phone customer service rep said its best to suspend service and put on blocklist in case someone took it so I said yes a friend found my phone the next day on june 15 I called to activate service and remove from listthey have the worst 800 customer service reps rude and soem dont know what to do I called 3 ime till I got one that knew how to activate account but was told hard to remove from list I told them rep said I can remove every day my service would wrok 2 to 4 hours then stop call every time to activate and then I would et rude reps again........and still no help to remove from list everyday I get told a ticket is in process or new ticket issued on june 26 I called again to activate service after the 4 hours and the rude rep canceled my account now I have to cell or account inactive and they can no activate service I need helpDesired Settlement: I need a new phone and my number back asap this has been 3 weeks with not phoneand credit my account for these weeks

Business

Response:

Review: Crickett took out money from my bank account on Sept, 9th, 2014. They turned my phone off, September 13th, 2014. It's a no contract type deal, month to month. You can't get a live person when you call customer service, when I did call they ask you to put in your number. They say they can't find account with that number. Did my number get erase or what. Chated on line with someone on the cricket website they said they were going to get back with me and do a investigation no one ever got back with me.Desired Settlement: I want to know why the phone was cut and would like to get it cut back on if possible. 202702166 Was the number they can't find anything on it like it never existed. Why? And What happened. Thank [redacted]. 10/04/2014.

Business

Response:

October 21, 2014

Review: I entered on 06/13/2014 113 [redacted] LLC-Orlando wishing to purchase a smart phone and service plan. The staff seemed friendly and helpful. I was told the device I purchased, an LG Optimus L70 was eligible for a mail-in rebate for a $50 Visa gift card. I was offered to purchase a case for with device by [redacted], a sales associate processing my order. I was reluctant but [redacted], the store owner talked me into a case that seemed to fit my needs. I left the store rather satisfied. The case was designed to hold three (3) credit cards in addition to the cell phone itself. However, once I placed the cards in their relative slots, the case would not stay closed. I was rather disappointed and returned to the store where I purchased in on 06/14/2014 to return the case. I was then told by Francesca, a sales associate that there was a "No Return Policy" on all [redacted] accessories. This policy was posted no where in the store, was no printed no where on the receipt and was not expressed to me upon purchasing my items. [redacted], the store owner apologized and offered to instead "switch out" my case for a screen protector with a "Lifetime Guarantee." I reluctantly agreed. Francesca informed me that the screen protector was not currently in stock for my device and I would receive a call within the next few days upon its arrival. Two (2) weeks later I had received no call. I called the store myself and was told Francesca was "on vacation."I went to another Cricket retailer in Tavares, FL to receive a rebate slip I didn't receive with my order. I was informed by that retailer my phone was not eligible for a rebate, contrary to what I was told when purchasing it.A week after that I called again and spoke with Francesca would told me it was "on its way" and I would receive a phone call once it arrived. It has been a month and a half since then and I still have not received a call about it. After everything I am out a $50 gift card and a $25 case, totaling $75.Desired Settlement: I would like to be refunded for the purchase of the case in the total of $25. I would also like to receive my $50 gift card I was originally promised.

Business

Response:

September

2, 2014.

Revdex.com

Review: On the 21st of February, I went into Cricket Wireless to re-activate my Broadband device after being out of state for 2 years. When I reactivated the device in store, they did not tell me that I have any time constraint to bring the device in should the service not work.When I got home, I plugged the device in and it was very slow, less than dial-up. I decided to try again the next day as sometimes the tower is slow when the weather is bad. This did nothing to help. I called customer service the next morning and they walked me through a couple of different options, neither of which helped. So today, I decided to go into the store for a refund. The girl, [redacted], told me Sorry, there was nothing she could do as I was out of the 24 hour refund window. She said maybe I could call Customer Service and they could do something though she neglected to even give me the number. When I got home, I called the number, and the young man on the line, [redacted], also reiterated that I was out of luck. Basically, I paid for a service that does not work and I was out of luck to receive any refund, even pro-rated. I talked to his manager who again fed me the same story.I believe this is completely unethical and am not even sure how they can legally charge someone a fee for a service that is promised, not deliver and then keep the money? I just would like a refund for what I paid out.Desired Settlement: At this point, I want my reactivation fee and month back which I can't use.

Business

Response:

March 3, 2014

Review: Have been calling Cricket to get a new phone for my father who is disabled and ended up ordering one online, the call went to a supervisor to get this issue resolved and they placed a ticket on the acct, I tried explaining to them that his doctors and nurses need to be able to get a hold of him, they have placed a block on my number so when I call them to see the status of the new phone being activated they keep transferring and I ended up calling from a completely different and was able to get through the customer service line at that time, but when I tried from my personal # that was given it kept saying no representative was ava at this time, I find it hard to believe that I am unable to get any help with this issue from their company but yet we have paid for a new phone and the service. The way they do service is not even right.Desired Settlement: would like the refund for the phone and the service

Business

Response:

February 11, 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 that he has called Cricket several times to get a new phone for his father but ended up ordering one online. He called several times to report that there was a block on his number and he could not get through to customer service. Mr. [redacted] is requesting a refund for the phone and the service.

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.

Please be advised that several situations may make it difficult to speak to a Customer Service Representative. Customers may experience extended wait times during peak hours when call volumes are high. If Mr. [redacted] finds himself calling during late afternoon or early evening hours, the wait time may be longer. Alternatively, Mr. [redacted] may also visit a Cricket Store to speak with a Customer Service Representative. To find a Cricket Store, Mr. [redacted] can go to [redacted] and click on the "Find a Store" link.

All returns or exchanges must be completed at the store where the phone was purchased. Most stores accept returns within 30 days from the date of purchase. All returns are subject to the store’s return policy and/or manager’s approval. If Mr. [redacted] purchased the phone online, he can refer to the return policy and instructions on our website [redacted].

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.

On the 2-3-14 Cricket took out money out of My bank account for the 1st phone I had that didnt work,They couldnt get it too work said I needed a new 1.and theyd credit my checking in 3 days.Today is the 18th and have tried and tried too get it back.Needed a phone so all my doctors can get ahold of me and told them this.So they had me order the samsung on the 3rd got it on the 40f 2-4-14.Treied for 7 days too get them too activate it and theyre having trouble activating it.so I sent it back by fedex and took pics of it before we sent it back on my Daughters phone.it was 118.36 been trying too get my money back too my bank account for that too hasnt happened.Weve called and called.No luck getting it back for the 2 phones that didnt work.

Review: False advertising - they are running an ad for up to 5 smart phones for 100.00 and did not say you could not already be an existing customer, so when I asked why our plan did not qualify they said I have to add another line but I already have 4 phones.Desired Settlement: Just to be put on the plan that the advertisement is saying

Business

Response:

March 5, 2014

Review: I purchased a Samsung Galaxy S4 on Cyber Monday 2013 as a Christmas present for girlfriend to use on Cricket wireless network. The purchase with case was about $380. We discovered on 6/28/2014 that the phone would no longer be able to use the cricket service in approximately 5 months time as they are switching their network. We only discovered this information as we attempted to add another line to account. In order to continue to receive service we would have to get a new phone compatible with new network technology. We were offered a mere $120 for trade in for the phone I paid $380 for just over 6 months ago, we tried to pawn the phone (as the store clerk suggested), but the pawn stores had become aware that the phone was obsolete and offered nothing. Any customer who purchased the phone prior to May of this year and paid full retail of $500 is now facing the fact their expensive purchase will soon be worthless and will be offered a mere $120 in compensation. While we did stay with Cricket and purchase new phones as their plans are inexpensive I feel the company owes their consumers more to compensate for loss of a substantial purchase.Desired Settlement: I feel in addition to 120 in credit we received that another $200 credited to account would be closer to a fair settlement, when I purchase the S4 phone a mere 6 months earlier I was led to believe that the phone would be compatible with network for years to come.

Business

Response:

July 10, 2014

Review: I went in to Cricket store on [redacted] on Sunday Feb. 16 and purchased 3 phones to add to my account. At this time I was told my plan would be for $100 dollars a month and all my previous discounts would remain the same. I asked about the $5 off per phone line as it says on their adds with auto bill pay and was told I would be able to get it so I enrolled in the program I was also sold a protection plan for my phones at $5 per phone. 5 days later I get a notice that a change has been made to my account and I called and asked about it I was told that there was no change made to my account and I should just disregard it.I also noticed my bill had gone up $28 and asked what happened. I was told that my new plan doesn't have the $5 off per line and that I should be grateful I'm getting 5 lines for $100. I keep calling the main Cricket store and they keep referring me back to the store where I made my purchase. I have been in contact with the store mgr. and it appears he has blown me off like everyone else. The add specifically states that the discount is per line and not by plan. Also the phone insurance they sold me at $5 per line was raised to $7 per line without notifying me.When I called the Cricket service center I was told to be content with the price I have and move on. This is not the first time they do this tome and I'm probably not the only one either.Desired Settlement: I want a refund of the over charges and a written appology from both the store and the main branch. I want what was offered and agreed upon.

Business

Response:

May 14, 2014

Review: Bought my phone 8 months ago I was supposed to receive a $50 visa rebate card after 2 weeks I never received it I have called and they claim that they can't find me!! Bit after about an hour they find me and they tell me It hasn't been processed yet !!Desired Settlement: I just want my $50 rebate card

Business

Response:

December 5, 2014Revdex.com

Review: I purchased a cricket phone 2 months ago and the phone constantly gives me problems. Cricket tells me that they can't give me a loan er phone while my phone is being shipped back even though my phone is under warranty.Desired Settlement: I would like cricket to replace this phone that does not work

Business

Response:

July 2, 2014

Review: received a text message regarding adding a additional line with the first month free. got line activated bad to pay 1st month. the text message never provided any details neither did the agent I was just told to call customer service and no explanation is was givenDesired Settlement: free service as indicated

Business

Response:

February 6, 2014

Review: I don't have a credit card-I was charged a $3.00 fee for coming into the office to pay with cash. I feel this charge is unfair and excessive; I have to spend gas to get to their office and then pay them a handling fee. I was told they do not except checks. Some of their offices don't even except cash.I am not happy with their service; half the time it takes two tries to get my texts delivered.Desired Settlement: They need to improve their services and policies. They need to improve customer service.

Business

Response:

October 25, 2013

Review: Was lied to in the store, online and over the phone about about a service they allegedly provide. After convincing me to cancel my old lines (cost me $700) I was told they do not provide the service. However the do advertise it on there website as being an additional $10 month. I have no issue paying however the say I cannot purchase it. They cannot do anything about the money I've already spent and told me they are sorry. However this will happen to more people if someone doesn't do something about it.Desired Settlement: I would like all or at least some of my money credited to my account. I would really like if they would stop lying to future subscribers as well. Just doesn't seem fair.

Business

Response:

December 2, 2014Revdex.com

Review: I purchased a broadband devise from Criclet and been having problems with the peice since I paid for it . I brout it back to the place of purchase and they refused to exchangeit. I have had two other stores do the same thing . I paid my bill on 4/27/2013 and they cut my service off. I would like a refund of the defective peice of equipment that I purchased from them plus one month of service which they stole from me after I paid them by cutting off service.Desired Settlement: Check $168

Business

Response:

May 08, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

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

Mr. [redacted] states that he attempted to return a broadband modem that he

purchased from a Cricket store due to the device malfunctioning. He states that

the store refused to exchange the device or issue a refund to him. Mr. [redacted]

also states that he paid in advance for service on April 27, 2013. Mr. [redacted]

requests a refund of $35.10 for the service he is unable to use and a refund

for the defective equipment.

We apologize to Mr. [redacted] for any

inconvenience or poor service he felt he received.

We spoke with Mr. [redacted] on May 08, 2013

regarding his complaint. Mr. [redacted]’s account was disconnected and a check

refund request for $35.10 has been submitted due to overpayment and will take

10-14 business days to process. We also advised Mr. [redacted] that a Customer

Operations Manager has been contacted to resolve the issue regarding a refund

for the defective broadband modem that he purchased.

We thank Mr. [redacted] for his communication

and we trust that this action resolves his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I purchased a [redacted] from the cricket wireless store located at [redacted] on January 3 2014. about two weeks later the phone screen started freezing I could not access the dial pad to make any phone calls. Two to three minutes later it worked fine, It would log onto the internet by itself and even power down on it's own and the battery is fully charged. On January 16th I took the phone back and the man at the store called the cricket company and refreshed the service, he then handed me the phone back and said that if I had any further problems to bring the phone back. This morning I had the same problem, I picked up the phone and swiped the screen to access the dial pad and the phone lit up but the screen was frozen and the light would not go off for about a minute or two. I called the cricket store and the same man told me to bring the phone in so I did but by that time it seemed to be working. What if I need to make an emergency call or someone is breaking into my house and I try to use this phone and it is frozen at the time I really need it? I stated that to the man at the store and he said to me that there was nothing he could do unless he can see the problem. I told him that I can not pin point when this will happen it just does and I did not pay for a phone that I can sometimes, I want to be able to use it when I want and need to use it that's why I bought it. I don't have a problem with the wireless service I have a problem with the actual phone itself malfunctioning sporadically.Desired Settlement: I would like for them to give me a [redacted] new that works like I paid for a couple of weeks ago.

Business

Response:

February 4, 2014

Review: I went to the cricket store in 290 and 34 st and bought a samsung galaxy s4 for $500 the phone had some technical problems after three days so I took it back to the store and they told me to send it to my insurance and to this date I have not receive my phone back I'm still paying for services and haven't been able to used the phone at all.Desired Settlement: I want my money back for the phone that spend and never got to enjoy.So I can go to another service that's not going just take money and not give me what I pay for.

Business

Response:

October

7, 2014

Revdex.com

Review: I bought a phone while traveling because my phone from [redacted] talk had broken. I started a new service with Cricket dealer in Brockton Ma. The phone is not able to have incoming calls. And the today it is not working at all. I am in Maine and they say the only thing they can do is for me to bring the phone back which I can not do being in Maine and just wanted my $129.67 back.Desired Settlement: I would at least like the service amount back.

Business

Response:

November 17, 2014Revdex.com

Review: I [redacted] WENT INTO [redacted] AND HANDED MY PHONE AND $120.00 TO EMPLOYEE I THEN WALKED OVER TO LOOK AT PHONE CASES AND EMPLOYEE SAID THERE IS ONLY $100.00 I COUNTED THE MONEY BEFORE I HANDED IT TO HIM SO I HAD TO GIVE HIM ANOTHER $20.00 TO DO THE SERVICES IM NOT HAPPY WITH [redacted] PLEASE TAKE ACTION ASAP. THANKS [redacted]Desired Settlement: I WOULD LIKE MY $20.00 BACK IF POSSIBLE

Business

Response:

October 11, 2013

Review: I went into the cricket store and signed up for the family plan. I was told it is $80 per line. I also signed up for automatic bill pay which I was told gave me a $5 discount. I was then told my bill was going to be $75 plus tax. I received a text that night saying my bill is $106. That is a $31 difference. I was also signed up for insurance on both of my phones without being asked if I wanted to.I have called and talked to 3 different agents in customer service. They all tell me the same thing. That I have 2 $45 lines. They don't seem to even know what this family plan is. They say they can't honor this and pretty much refuse to honor anything or help me out. This is the worst customer service I've dealt with. Your customer support is horrible. If this doesn't get resolved soon I will be cancelling my service. I do not like being screwed like this. This is ridiculous. Being told my bill is going be and having another amount and not honoring what you advertise. Bad business. I've had one line for over a year and never had any issues. Now I wish I wouldn't have given your company that good review a couple of weeks ago. You so didn't deserve it.Desired Settlement: My bill needs to be changed to what I was told it was supposed to be. Or else I expect a full refund on what I paid when I signed up for the second line. Also a refund on the insurance I've been paying on that I did not sign up for. I also expect to get this right away so that I can sign up for a new plan somewhere else.

Business

Response:

July 18, 2013

Review: cricket wireless is offering a 100.00 credit for anyone who is a metro pcs or T-mobile customer, I went into the store on reynolds on september 16 because I was a metro pcs customer and I wanted to know about the 100.00 credit so I asked the sales rep to tell me what that meant, I was told that if I switched over I would recieve a 100.00 credit plus a free phone, I was told the month of october, november and december would be free and that I would not have to make a payment until january 2015 in the amount of 35.00, so I switched over from metro pcs, when I went to look if the credit had been applied to my account a few days later I discovered that I had a bill due in october in the amount of 60.00, when I called cricket to find out why I was being charged 60.00 in october when I was supposed to have a hundred credit I was told that I had to pay the 60.00 payment first, thats when I knew I had been scammed, and by the way I had to pay 63.00 dollars for what I wass told was the start up fee. I paid the 63.00 before I left the store.Desired Settlement: DesiredSettlementID: Refund

I just want my money back from these scammers so I can go back to metro pcs

Business

Response:

October 2, 2014