Cricket Communications Inc

Review: last year on April 30 1913 I discontinued fphone service with Cricket, because after 5 months staying in Las Vegas I had to returne to Canada.Then In July 1913 I went to my fatherland country Poland for 6 months. When I returned from Poland to Canada on January 15 1914 my Citibank in Las Vegas notify me that Cricket still taking money from my account. Then immediately I called Cricket to refund overpayment,but they refused. On April 30 this year I lay complain in one Cricket corporate store on Jones/Flamingo and they promised to solve this problem. After waiting over 3 weeks they called me that they have plicy to never refund any mistake they committed. Now I have only 2 weeks more to stay in Las Vegas and I wish this dispute will be over. I don't know when next time I will come to Vegas, to take action against those greedy and irresponsible people. I have documents of my last payment to Cricket indicate the end of service. Kind regards- M. [redacted]Desired Settlement: That overpayment should be refund as soon as possible to my account

Business

Response:

June 13, 2014

Review: In February I signed up for Cricket's family plan. I was forced to purchased new smart phones-Through the phones only retailed for around $250 I was charged $450. My father is 79 and he is having trouble operating the smart phone. I wanted just a regular phone but Cricket said it had to be a smart phone-meaning I of course had to purchase a new smart phone. My father is still having problems using the smart phone and would like a Samsung Denim flip phone but I can't use that phone with my family plan would have to pay for a separate line. I don't need the family plan if he isn't on it. Also I try to trade in the some of the phone's I was originally over charged for-Cricket was offering triple trade but once again I was unsuccessful.Desired Settlement: I would like a Samsung Denim phone that I my father can use on my Cricket family plan and I would like to trade in some of these phones I previously purchase for triple the value so I can get a Samsung S4, I don't like the phone I have.

Business

Response:

June 20, 2014

Review: I relocated form phoenix az to atlanta ga, paid 1200 for my galaxey 4 phone when they frist came out in arizona. I called cricket on 6/5/2014 to have my services tranfred to Atlant paid 50 dollars and was told that my phone was lock and it would take 24 to 48 hr to unlock. Today it has been 12 days and my phone still istnt on I call them EVERYDAY and I get the same answer from them 24 to 48 hr. I need my phone its my source of income I have missed work due to the fact that I dont have a phone, I am 2000 miles away from my family and I dont have my phone.Desired Settlement: if they are not able to unlock my phone I am requseting that they give me another galaxey 4 phone BRAND NEW like mine NOT A REFERBISHED ONE!!! because I paid 1200 for my phone no way I will except a use one, and give me my 1 month of service that I paid for and the extra month that they promised me

Business

Response:

June 30, 2014

Review: I have had Cricket now for 3 years and and have the basic unlimited talk text and picture messaging for $30 per month. My bill is usually due at the 1st of each month. But due to the recent merger of AT&T I am disgusted with the new Cricket. My phone was no longer working and I just wanted to get a new inexpensive phone. I have never had problems with getting phones with cricket until the merger. I went into the cricket store and saw a phone for 29.99 but due to the new merger I ended up spending nearly 64 dollars. Because of the new merger they wanted me to pay upfront half of my bill which usually isn't due til the 1st of the month so that was 14 dollars then they wanted to charge an activation fee of 15 dollars so instead of paying 30 something dollars for a new phone which I normally do I ended up paying more because of at&t merger. Not only did they required 15 dollars for next months bill they also moved the due date of the bill up from the first of each month to the 24th of each month. And what really disgusts me is that they no longer offer the cricket lifeline for customers who are under financial hardship. I was never even contacted regarding any of this and I have never had to pay an activation fee for a purchase of a new phone. I was a cricket customer before the merger and feel as if I should be grandfathered in.Desired Settlement: Refunded my activation fee and keep the due date for my bill on the 1st of each month

Business

Response:

July 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 that his phone was no longer working and he needed to purchase a new one. He paid $64.00 to transfer his existing service to Cricket’s new network due to their recent merger. He paid half of his bill upfront and he had to pay a $15.00 activation fee. Mr. [redacted] states that his bill due date is now the 24th of each month instead of the 1st and he no longer has Lifeline. He is requesting a refund for the activation fee and to keep his due date the 1st of each month.

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.

We issued a $15.00 courtesy credit to Mr. [redacted]’s bill on July 3, 2014 for the activation fee he was charged. Mr. [redacted]’s billing due date is based on the day that he activated. He was provided a prorated balance adjustment for his first month of service, when migrating from his existing account. This credit reflected on the bill he paid June 24, 2014. Mr. [redacted] can change his billing due date, by calling 1-800-274-2538 on the date he wishes to change his bill cycle to.

Please note, the new Cricket Wireless does not offer Lifeline at this time. We feel our new monthly rates are just as affordable, without Lifeline. For example, Mr. [redacted] previously paid $28.76 on his legacy Cricket account with Lifeline. On his new Cricket account, his monthly rate is $25.00 per month.

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

From: [redacted]

Date: Thu, Jul 10, 2014 at 7:47 AM

Subject: [redacted]

To: [redacted]

Hello [redacted] I had recently filed a complaint against cricket and was satisfied with their response. They refunded my $15 activation fee to my account the problem is that it still shows that I owe ten dollars when it should show I owe nothing for July.

Review: I bought a phone at cricket store I was told if I buy this phone I will get a $50 rebate know they is saying I paid the lesser amount when I spend $115.18 at the store all I wont is out of this and get my $60 back for the month of aug it was due today and I paid today, they stiff me wellDesired Settlement: they need to stop saying they will get a rebate and give you nothing tricking people out of your money I would have never got that phone when I could have gotten a free one but no the sale person promise me a rebate and would have a better phone and guess what it don't work right, just wont out.

Business

Response:

August

22, 2014

Revdex.com

Review: On March 18, 2014, I purchased a modem that attaches to the computer for internet. It was a faulty modem and I paid $79.99 for it. It only work in patches, and finally a month ago I took it in and told them that I'd like to have the modem replaced. They told me this would be my loss, and that they would try and look on Craig's List for me for a used one for around $30. I told them I didn't want to do this, and that I would just like them to replace this. I have lost almost a full month of internet, $38, plus the $79.99 for the modem. They said I can not get another new modem and they are not willing to help me other than finding me a used one for another charge. I do not think this is a good way to do business because I have already lost $117.99 with the lack of service and the modem being out. When I try to call the 1-800 number they will not put me through to an agent.Desired Settlement: Since they tell me they can't get a modem I prefer they send me a new modem. I want my refund of $117.99 to try and get internet some other way.

Business

Response:

July 14, 2014

Review: I was charged twice in July and was supposed to be reimbursed with a free month of service in august. I had to pay again in august and was told I would be given free service in September. I still have not received any type of reimbursement for my over paying and have exhausted every form of contact with the company.Desired Settlement: I just want a refund or a my free month of service

Business

Response:

September

23, 2014

Revdex.com

Review: Hi my name is [redacted] and I rented a galaxy s4 from a company named "ybuy" through cricket. They said I have a pay as cash option which allows me to pay the phone off early within 3 months before the 25th of this month or I will be charged basically 700$ So I made regular payments without a problem of 45$ and just recently on 9/16/14 at 6pm I was at the cricket store in Avondale making my last payment of 220$ which they said they couldn't take it all at once so we did 4 different transactions until it equaled 220$. I contacted ybuy that day to tell them I paid it off early they than said they would send me an email or letter and after 2 days of hearing nothing I called them and they stated they never received my payments plus that it was now 225$ so I fixed it with them to the right price of 220$. I than called cricket customer service and they gave me a case I.d for the problem I was having about my missing money and that someone will respond to me within 2 days to find out what happen and it has now been 5 days since I paid off my phone and cricket has not been no help by giving me the run around over the phone and it is really frustrating because I have all my receipts and it feels like they kept my money and didn't give it to ybuy like they were supposed to do. What should and can I do?I'm also Still having issues with ybuy and that 225$ they want to charge me after they said they fixed it but that's another story lol. Thank you and have a good day.

Product_Or_Service: Other /galaxy s4/smart

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

I would appreciate if they give ybuy their money so I won't owe for my phone anymore or give me a refund so I can pay them another way.

Business

Response:

September 26, 2014

Review: On 30 Sep 2014 I went to Cricket Wireless store @ 236 S. Coast Hwy, Oceanside CA 92054. I inquired about a 4 phone line service, porting 4 numbers from T-Mobile. While inquiring and getting set-up, I noticed a sign with 3 plans they offered, and that on the plan I was signing up on ("Smart" plan) there was "International texting" with an asterisk. I asked the salesman, Isai, a very specific question, and told him that this was important for me. I asked if the international texting included the country of Sweden. He told me "yes, it includes Sweden." I then signed up with them. Two days later, I was contacted by someone in Sweden by phone that they were texting one of my 4 lines, but nobody answered. We tested the messaging and found out that it didn't work. I called Cricket customer service and found out that they do NOT have service to Sweden among the countries they offer service to. I explained my situation and said I needed to be refunded everything. I spoke with a Supervisor, Carol, and she told me that I need to take it up with the store in question. I called them because I needed to cancel service and open another with another carrier. The salesman (same on) told me that Sweden was a country they will soon have service with, which did not matter to me at that point (the customer service agent denied that Sweden was coming soon with their offerings.) When I finally got to the store (2 days after signing) to get a refund, Isai denied that he said "yes". However, I would NEVER sign with a company that did not have the option with Sweden. He said that I could get a refund for the service, but not for the activation or SIM cards. I told him I was sold under fraudulent claims and want a 100% refund. He denied. I asked to speak to the manager, and he called the manager, but the manager refused to speak to me, but supposedly conveyed to Isai that I will not get a refund. Isai told me to go to the Cricket corp. office about 3 miles away, which I did, but they said that the store is independent.Desired Settlement: I want a 100% refund for my purchases, $230.00, including one month service at $160.00 and the remainder for activation fees and 4 SIM cards. I was told I could not get the activation fees and SIM card fees refunded, but in reality, I got NOTHING refunded. The account is closed with them, as I needed to port my numbers to another carrier, which effectively closed the account. The account number was [redacted].Thank you

Business

Response:

October

17, 2014

Revdex.com

Review: My complaint is with their insurance service that they provide. The company [redacted] is suppose to provide cell phone insurance for damage, lost, or malfunctioning phones. I made my claim on September 10,2014. Since then, I been given the run around by this company. They sent out the first replacement phone which was damaged because the charging port didn't work. It would not hold a charge. When I received the phone I told the company that; I have personally purchased this phone. And I know it has defects. Could you please send me a different model. That when they told me. "We are not and upgrade company. We just replace the phone with a like or same model of phone." I then told them, " this is not like or same the phone that I had. The phone does not have the storage capabilities and that what's most important." So second replacement began malfunctioning; the keypad stopped working. I couldn't make any phone calls or use the internet. I called Tech Support several times to address the matter. Their answer was, "Just take the battery out." On October 9,2014 after being transferred four times, I finally got through to speak to someone about the second replacement phone. I spoke a Supervisor. The told me they would continue to send out the same malfunctioning. I told her that is not expectable. I should be able to rely on my and I can't with the produce you are sending me. She then hung up on me. I called back and started a new claim. The representative told me that I have to wait 48 hours to see if Corporate would approve the claim then I could be sent the same malfunctioning phone. So now I'm waiting for a phone that may or may not work.Desired Settlement: A different model phone. I also would like someone to look into their business practices.

Business

Response:

October

17, 2014

Revdex.com

Review: I have not received my 50.00 refund for the purchase if the device. Everytime I call they are not helping or willing to resolve this problem. refund was supposed to get @ my address 2 months ago.Desired Settlement: need refund

Business

Response:

October 28, 2014

Revdex.com

Review: I have had this service for about three months now and I have not been able to use my phone. I have been having issues with service and with Internet about 16 hours a day I don't have service on my phone. I have called cricket numerous of times trying to solve this issue and it hasn't. I am paying for a cell phone service and I am not getting no service. I feel like I am paying and not receiving what I am paying for. I have called them and try working with them doing all the procedures and updates and everything they ask me for and nothing has work. So my last solution is to change cell phone provider but in Oder to do this I ned to unlock my phone and they won't provide my unlocke code until I have 4 consecutive months with the service. So they are forcing me to pay another month in order to obtain the code. Pay for another month of nothing no service no internet. This phone was bought at cricket and it is absolutely paid for so for me that means it's my phone and I should be able to do as I please.Desired Settlement: I request a refund for all the time I was not able to use my phone.

Business

Response:

November 6, 2014

Review: On 10/16/2014 I paid my bill of 51.00 with Cricket wireless. On 10/24/2014 the phone I had purchased from them less then a year ago for 500.00 died, on 10/25/2014 I went into the Cricket main branch to complain and they said there was nothing that they could do except sell me another phone. I left and cancelled my service with them and transferred my number to a new provider. Today I contacted their customer service to request they refund the balance of the unused monthly fee I paid them on the 16th refunded to me. They have refused to do this and I would like to file a complaint with the Revdex.com.Desired Settlement: I would like the unused balance of the monthly fee I paid to them refunded.

Business

Response:

November 14, 2014Revdex.com

Review: Company targets its victims by advertising low rates for unlimited everything service. They also advertise you can bring your own phone and number. They let you verify if your phone is compatible with their service by typing in EIN number. Even if the site says your phone is compatible it's not. You prepay for a SIM card and then it's shipped to you. It tells you how to activate phone with new SIM card. It then says phone is not compatible. You are then left without any phone service. To resolve this you have to get a compatible phone immediately or switch back to the service provider you just left. All of the transaction is done online, so it's not possible to get a compatible phone immediately. The only help they offer is tell you to buy a compatible phone. They don't give any refunds or credits on your account. As soon as you switch back they keep all of your money and cancel your account. They don't tell you any of this until after the fact. Customer service is terrible! They laugh (literally) at the frustration and trouble you go through and then hang up on you frequently when you request to speak to a supervisor. I found a local Cricket wireless dealer ([redacted]) and they tried to help me but we're unsuccessful. They don't even have a number that the managers can call for the Corporate office. The dealer ([redacted]) has many complaints about Cricket Wireless too.Desired Settlement: Refund of money paid

Review: July 2013 I purchase the Smart Plan package with Cricket Wireless. I was given a temporary phone number until they ported my phone number in to the new cell phone. I explain to them that I use my phone for my business. They charge me $50.00 more for keeping my old cell phone which they said will be refundable. Just for the record had I turn my old phone in to them I could have lost customers because they didn't ported my number in until September 2013. I also checked other Cricket locations to see if they were charging a cost to keep your old cell phone, they were not. I went back to the Cricket Wireless location where to get my refund of $50.00 time and time again. I ask to speak to the manager be cause the supervisor was really rude, manager never in office. I call the corporate office, they sent me to the Cricket Store in Chicago, said I would get result in 5 to 7 business days. No response. I went to another Cricket Store in Chicago,still no help. July to December still waiting no refund.

Product_Or_Service: Smart Plan/ Samsung

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund of $50.00

Business

Response:

December 31, 2013

Review: I was told I cd try for one month and wd be charged for one month even if I returned it before the 30 days, which I did. However they continued to charge me an additional month besides, saying it was MY responsibility to remove my automatic payment. I had no previous knowledge of this and therefor was charged am extra ,month, even after RETurning the phone! This was unfair. When a phone is returned its their responsibility to stop making payments. They would have CONTINUED, had I not noticed it on my banking statement and called them. Also, I had been told by recorded phone conversation, that the return of the item if I was not satisfied,would have NO CHARGE. I asked this about 3 times, deliberately as it would be a main concern. Not true - no such return slip came with the phone and I had to pay fully to return it. I'm still waiting for the refund of the phone's expense as was promised, but it may come?Desired Settlement: Their salespeople should give honest and correct info to any customer, or take the expense incurred due to their error. THEY should take responsibility in stopping auto payments when phones are returned....not the customer.

Business

Response:

January 7, 2014

Review: I received an email from Cricket stating I could re-activate my service and get a free month. After following the instructions on the email, I was transferred to three different people at Cricket, and denied the coupon I was sent. The time I spent on the phone to try and get my service reactivated was 45 minutes. The first person I talked to asked me several questions, then told me she had to transfer me to another department to receive my offer and that all I had to do was tell them my name and phone number and ask them to read the notes she applied to my account, and that my service would be reconnected.After being transferred I had to answer every questions and explain every detail I had just told the first lady, twice. Then I was told no, they wouldn't reactivate my phone. I have copied the email to this message below:Reactivate your Cricket phone for FREE!phoneEnjoy these benefits: Free first month of service Waived past due balanceNationwide Coverage No Contracts Unlimited Messaging + DataENTER NOWEXPIRES March 31, 2014pixelsFollow these steps to activate your Cricket phone1. Dial[redacted] for more information or call [redacted] to reconnect today.Don't have your old Cricket phone? Visit your nearest Cricket store to learn about other great offers!Switch to Cricket and get more for less!Desired Settlement: I'd like my phone reactivated and the first month free like the coupon states.

Business

Response:

March 18, 2014

Review: On Feb14 2014 I went back to cricket store where I purchased my phone because it wasn't charging,ringing not working.Ms [redacted] check phone saw problem & told me to file a damage claim. The next day I did .I jad to pay $10 and [redacted] would send new phone. As per [redacted] I took my claim number back to Cricket store paid $10. Waited until Feb 21 to pic up new phone at store.when I called [redacted] to see if phone had been shipped I was advised I needed to pay the $10 fee.I told them I did.they said that no record of my payment was in system go back to store.I spent the next 3 weeks being told the same thing. The Cricket worker was Very rude told me she processed my payment and to call them back. [redacted] keeps saying go back to store. At one point [redacted] spoke to [redacted] redid paymant it was told to come pick up phone on Feb27.I came back to shop No phone .my payment not processed.[redacted] again told me to call [redacted].they tolde go back to cricket.I tried to call Criclet no help theu said contact store in Baltimore.I have been working with [redacted].as of today March 20.I am still being told I never paid.go back to shop. MS [redacted] is arguing with me she not checking cause she processed my payment call [redacted] again!! I am told no refund and to pay using a credit card I dont have.Desired Settlement: Cricket refuse to refund my$10 my receipt # [redacted] Please send mi new phone I had to get a new phone with new company .now my bill increased . Please give me my phone What kind of Service is this....?Crick

Business

Response:

April 1, 2014

Review: I have been trying to start a new service with cricket and adding a new line to my existing account. THey have had an issue with creating the new line and will not help me with it. I have gotten the runaround froms tore to online to customer service. Customer service says they will resolve the problem and says they will resolve within 24-48 hours and call me and they have not been able to resolve it or call me. I have made numerous phone calls and they say a different answer each time: 1- They need 72 hours not 48 hours. 2- They wrote up the resolution wrong. 3-Call back another time. 4- Hang up on me 5- Yell at me rudely. THey had issues with porting my number and are now holding my number hostage.

My case was escalated with the manager of customer service because a port would not go through. She provided me with one option her way or hang up. The only issue with the option that she provided was that it was not a guarantee it would work and I may **se the number. The solution was lets wait and see for not set amount of time. I already had a case ticket on this and she wanted to close it because they couldn't find a resolution. She wanted to open another ticket to buy more time. However, with my experience with opening case ticket is that no one looks at it and it just gets passed on. When I inquired about the ticket, numerous times they would give me different time frames on when it would be completed and ask me to close to so they can open another one to get more time, since no one was really working on it. The manager then threatened to open a case ticket without and she said " I will do it without your authorization and I can do that" I said I will not authorize anything that I am not guaranteed that my number will be lost. I got her name. She was reluctant to provide her last name but I got her ID as well. Her name is [redacted] and her id is [redacted]. She started to get very rude with her and I had to remind her that I am a customer not her employee at which point she quieted down. She refused to connect me with her manager and said she is be all end all person for customer service. After further inquiry, she revealed that she did have a manager and it was "external" and will not reveal their name or how I can get in contact with them. She also said she c[redacted]ot provide a solution since she does not seem to have authorization to but she c[redacted]ot pass me on to anyone that has authorization to do so.

Desired Settlement: I would like a refund of my money back for the sim card including for the length of service that I haven't had as well as my number back

I would like a refund from cricket for my sim card as well as compensation for loss of my phone number. Also I would like the manager [redacted]) to get corrective counseling for her poor customer service and would like to connect from Customer Relations on a corporate level to explain her poor performance at her task.

Business

Response:

December 15, 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] regarding a porting issue. In her complaint Ms. ** states that she wanted to add a new line to her existing Cricket account by porting a number from other carrier. She called several times to customer support to resolve her porting issues, and every time she called she received different time frames to resolve her issue. She claims her case was escalated but she was told there was not a guarantee the porting will be successful and she might lose her number. She states that the manager’s behavior was unprofessional and she was treated poorly. Ms. lo is requesting a SIM card refund along with compensation for time without service.

We apo**gize to Ms. ** for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.

Cricket works with other wireless carriers to ensure that the porting process is smooth and as swift as possible. While our goal is to complete any port within 4 business hours, some porting requests could take longer. Number porting is a complex process involving several different systems and carriers, and given the large volume of customers that port their phone numbers, the process may take a little time.

After reviewing Ms. **’s account, our records indicate she now has two active lines. We contacted Ms. ** on December 13, 2014, to verify if her concern was resolved and she stated that her account is now fine. She said her old number was not ported and that instead she has a new number. However, she claims she had terrible customer support and received different answers regarding her concern every time she called. We informed Ms. ** that we forwarded her concern to the local Operations Manager for proper training.

In addition, we applied a $25.00 courtesy one-time credit to Ms. **’s account for the time she experienced without service.

We thank Ms. ** for her communication and trust that this explanation properly addresses her complaint.

Regards,

Corporate Customer Relations

[redacted]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.

Again Cricket seems to disregard my complaint. I did not have issues with the two active lines. I had issues with a third possible line that never became active. My account being fine is not relevant as to why the third line did not port and become active. I wanted three lines, not two. We could not port the third line to my account. So the issue has not been resolved. I had to take the third line to another business and considereing moving the two lines to another business because of the horrible service and mistreatment of customer service representatives and supervisor

Regards,

Review: This is the only business I know that can bill you one amount and then shut you off for something totally different.I don't like the way they do their billing especially if you're on automatic bill pay. You expect one amount to come out of your account and then they up the amount and the payment doesn't go through because you don't have enough money in there and your bank then charges you for the decline transaction.Desired Settlement: I would like for someone to step in and inform this public company that you can't do that to their customers.

Business

Response:

May

17, 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

Cricket service. In her complaint, Ms.

[redacted] states that Cricket billed her and then suspended her account. She

states that she doesn’t like Cricket’s billing system or the Automatic Bill Pay

option. She states that she expected a certain amount to be deducted for her

bill, but when Cricket attempted to take the payment it was for an amount that

was greater than available in her bank account. Ms. [redacted] states that the

payment did not go through because of this, and her bank charged her for the

decline transaction.

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]’s account is enrolled in Automatic Bill Pay (ABP), upon enrollment she

accepted the terms and conditions of ABP provided by Cricket’s payment vendor

Vesta:

Each month your card will be charged your total amount

due, two days before the bill due date. Your total amount due may vary each

month due to other payments you make or changes to your plan. All Auto Bill

Payment notices will be delivered by text message. You will receive a text

message to confirm your enrollment. You will also receive payment reminder text

messages 10 days and one day before your bill due date. Those text messages

will include the total amount due as of that date. Some text messages may

include a website link for more information Auto Bill Pay will continue

automatically each month until you cancel by dialing [redacted] from your Cricket

handset. Please visit [redacted] for your current account and bill details.

As

stated in the terms and conditions, Ms. [redacted]’s billing amount can differ

depending on any changes made to the account during her bill cycle. We

recommend that Ms. [redacted] periodically view her account balance online at

[redacted] or by calling [redacted] to avoid future occurrences that may

affect her payment from being successfully processed.

We

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

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111