Cricket Communications Inc

Review: I didn't use my services in May and my phone was off due to me not paying the prepaid amount. Even though I didn't use my service Cricket is telling me I owe $56.20. I called in and prepaid my bill of $50.00 so I can use my phone for June on June 1, 2013. On June 3, 2013, I noticed the Muve Music wasn't working. I called in and was told I have to pay the balance. The Cricket Agent name is [redacted]Desired Settlement: I want my balance of $56.20 to become 0.00. I was told that I will not have services in June if I don't pay and I paid for June.

Business

Response:

June 13, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states that she didn’t use her Cricket service in May. She states that her service was suspended because she didn’t make a payment for May. Ms. [redacted] states that even though she didn’t use her service in May, Cricket is billing her $56.20. She states that she called Cricket and paid $50.00 for the month of June but her service was interrupted on June 3, 2013 due to an unpaid balance.

We apologize to Ms. [redacted] for any inconvenience or poor service she felt she received. Cricket strives to provide excellent customer service and we regret when that high standard is not met.

Cricket monthly service charges are generally billed in advance. This means that Cricket customers pay at the beginning of their bill cycle for the upcoming month. Although we are pay in advance, Cricket customers have a recurring due date. Cricket customers are responsible for paying all charges for service including recurring monthly charges for each monthly billing period whether or not they had or will have access to the service for all or any portion of that billing period. Please refer to Cricket’s Terms and Conditions of Service for additional information.

Ms. [redacted] did not complete her payment for her May billing cycle; her account was temporarily suspended awaiting payment. When she paid her bill in June, that amount was applied toward her past due balance from May. Consequently, Ms. [redacted]’s service was suspended on June 3, 2013 because there was not a payment received for her June bill cycle.

Our records show that Ms. [redacted] contacted us on June 3, 2013 and we advised her of the past due balance. We offered to credit $26.00 if she would agree to pay the rest, but Ms. [redacted] declined. She called us again on June 4, 2013 and explained to us that she was under the impression that she had a pay as you go account, not a monthly account. She explained her concern and frustration and we agreed to remove the past due charges as a one-time courtesy. A courtesy credit of $56.20 was applied to Ms. [redacted]’s account on June 4, 2013. This credit brought her account current until her next bill due date on July 2, 2013.

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

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I have tried for over 3 months to cancel my line of service with Cricket, I get agents who have offered me to keep my line on for free for 3 months; in hopes that I will find someone to take my line over. I've told them several times that I don't know anyone. But they don't allow me to cancel. So, the first time he said no harm in getting a free month and that the next 2 months would be free. The following month, I owed full balance so had to call again to try to cancel. Got another agent who said they'd give me 3 months for free to NOT cancel my line. After a long time on the phone, fine, I let it stay on. Once again, the discount doesn't show this month. I try to call and now I can't get an agent on the phone. I go to a Cricket store where they want me to pay to shut that line off (that I've tried cancelling for free over the phone with agents). I keep getting lied to and cannot cancel my line. I had to pay for service this month, I have not made one call on this phone since I got a new phone in March. It's upsetting that now I can't cancel online, or speak to an agent over the phone. I tried to call to speak with someone today for an hour, no luck, was told had to pay billI am tired of the lies and customer service reps sayting whatever just to keep your service on and then nothing they say is true the following month. My daughter has her line with Cricket, but my fiance and I have changed service due to all of the hassles and tricks. The guy in the store was rude and told me I HAD to pay the bill (even though I haven't used the phone), he said there was nothing he could do on his system until the bill was paid. That's crap! They just want to keep charging fees and making people pay. It's frustrating because each month I have to call back and spend over an hour explaining and fighting to cancel my service, then having them reassure me that it's free. But again I have to call because it's not free and spend my time explaining it to a separate person. I need resolution, I can't keep doing this.Desired Settlement: I would like my [redacted] line cancelled and I would like to get refunded for the payment I had to make today ($71.54) for a phone I don't use and haven't used in months. I have all reference numbers for each agent each month who said my bill would be $32.86, but each month it's different. I have bank receipts to show charges. They should be responsible for what they say, I was told $32.86 for 3 months, which included my daughter's line that we are keeping. I can't keep playing their games.

Business

Response:

June 25, 2013

Review: I recently punched a new phone and a new carrier. The switch was very easy and painless. Then after almost a month into service I get a 1800 number calling my phone but I happened to miss the call I noticed too late. Only to my surprise they called back repeatedly tjrought the day it registered in my call log as them calling 5 times and the 5th I finally got connected. The phone call consisted of them asking how the process went was eberthing up to my satisfaction and at the time yes everything was great. This occurred on the 5th of June my bill ended on the 10th. When the phone call came to.an end they said I would get a $50 credit for being a new costomer I was very pleased. Then the days passed and my bill due date approaches and I get a text message said to avoid interuprion make a payment. I thought this was weired but ignored it thinking that it must have been a mistake. Then then following day on the 6/11/2013 my phone was disconnected due to non payment. I realized this at work so on my first break I begun calling customer service around 815am Pacific standard time and the automated machine that a representative was unavailable at this time,I also repeated on my lunch and last break 2hours in-between each phone call with the same response " a live representative is unavailable at this time". Ultimately I never received my credit or.a call back about my situation and the reps were very rude.Desired Settlement: I want the 50 dollar credit I was promised

Business

Response:

July 10, 2013

Review: Cricket is set up so that one cannot get in contact with regarding issues of fraud. A Cricket account was opened using our names and account. Cricket did nothing to verify that we opened the account. It is also impossible to contact this company and speak with a live person so that fraudulent accounts can be closed. Calling a local store resulted in no response from this company, even contacting them using their own theft fraud phone number. An absolutely worthless company with no interest in anything but a profit, even when it is illegally gained.Desired Settlement: Wish to receive a refund for the charges made since the account was opened and the account to be closed. In addition, this company should become involved in tracking down the perpetrator so that charges can be brought against the individual who opened this account in our name. Also wish this company to change their website and include a means by which one can reach and speak with a person live. This would help in resolving disputes so that issues such as fraudulent accounts can be addressed.

Business

Response:

July 19, 2013

Review: To whom it may concern I started my service with cricket in October of 2012 every since thin I have been having problems with your company. I pay my bill every month by check and my bill is due on the third and every month my phone is cut off. I call and talked to your customer several times about this matter and they told me to send my check in earlier before my due date and I have done this and they keep telling me that they have not received my payment on with I fell to believe due to the fact that I have pulled my bank statements from the bank and called the bank and my checks have been cashed before my due date so my phone service should not be cut off for any reason at all. I am a elder lady and my health is already bad and I should not have to put up with the stress that your company is causing me each month by cutting my phone off each month and for me to have to keep calling your company or going into your corporate store about this matter. I pay my bill by check do to the fact that I'm on a fixed income and I cannot afford to pay the extra cost of going to your corporate store in with to pay my bill because I am being charge more to process my payment.Desired Settlement: I would like to be refunded for my phone services being cut off each month and for cricket to fix there services for customers paying by check. I am not the only customer complaining about this matter because while I was at your corporate store other customers where complaining about the same thing while I was there that where elderly. It is a shame that the elderly have to go through this with your company and this matter needs to be fixed or addressed by someone at the head of your company.

Business

Response:

July 18, 2013

Review: Over the years I have been calling and complaining to cricket about dropped calls and dysfunctional services. The only solution the company has gave me was to troubleshoot the phone, which only resets the phone. Cricket just recently told me that the two phones I have, has technical difficulties from the manufacturer. I've called to different city corporate stores, and they said the same thing. I have insurance on my phones, and the only thing they said they could do was replace the phones with the same model phones, but the phones I bought have technical difficulties already from factory and manufacture build. I have tried numerous times to work the situation with the company and I. But I'm not getting anywhere, and every month I pay my bill on time. But they fail to resolve the issue with my phone service.Desired Settlement: 2 different new phones and a refund for previous months with faulty services.

Business

Response:

August 21, 2013

Review: Called customer service number 6 times before reaching an agent in any department. Was transferred from technical support to customer support. Told both tech and customer support that I was calling to receive a refund for the month of September (current). was then transferred from customer support to a "Financial Specialist" with whom I argued for 8 minutes about the terms and conditions of the service that I was never previously informed of (even on original date of service when line was activated). For the minute following this argument I asked repeatedly (6 times exactly) to be transferred to a supervisor. The "specialist" asked if she could place me on hold while she transferred my call to her supervisor to which I replied yes. At this point the woman hung up on me. I called back 3 times following being hung up on to no avail. the automated system said that no representatives were available. First call was placed at 8:33 p.m., Second call at 8:35 p.m., Third call at 8:38 p.m., Fourth and fifth calls at 8:39 p.m., Sixth call was placed at 8:40 p.m. lasting 19 minutes 40 seconds, Seventh call was placed at 9:00 p.m., Eight call at 9:02 p.m., and the final call (ninth) at 9:03 p.m.Desired Settlement: I would like a refund of my payment for the month of September in the amount of $106.76 and a written apology from the representative that disconnected the call on me.

Business

Response:

September 23, 2013

Review: Cricket provided me quality service for several years but in more recent months my service has degraded to the point that I needed to change providers and find something better as they were unable to help me. I have paid and currently trying to receive service from a new provider and Cricket will not unlock my phone and say they have no codes or ways to do it. I owe Cricket no money for bills or handset as this is their business model as a prepaid provider and everything is paid up front. Since I have purchased this one and I really like it I do not feel that I should have to purchase a new phone or have an extended plan to cover it. I'm a hardworking, widowed mother and my only way to stay in touch while at work is with my cell phone. I have honestly spent hours on the phone, using the customer service phone at Wal-Mart on my days off, to try and resolve this problem. Depending on the customer service representatives at Cricket I have been treated politely to rudely. I have done my homework; researched online, spoken with several telecom companies and even Samsung (my phones manufacturer), to try and resolve this issue and all tell me that Cricket has not unlocked my phone yet Cricket denies this with one excuse after another depending on the representative I speak with. I have had knowledgeable cellular people call Cricket for me and they tell me also that they are being dishonest whether intentionally or from lack of knowledge. It is very disappointing now many times Cricket has asked all of us if I would like to reconnect my service with them. All I want is for them to Unlock my phone so I can reconnect with better service. Is that asking too much! According to Samsung they are abusing their ability to have lock codes when in this scenario it is to inappropriate use of authority.Desired Settlement: I want them to unlock my phone.

Business

Response:

Review: I have change the phone so many times the brand does not work I called and they have treated me poorlyDesired Settlement: since the promblems stared in aug till this day I would like everthing I payed since I lost a lot of costumers I lost amost 1000 dollers in costutumers and in phone bills since aug of 2013 I have so much stress and I wold like some of my money back for the poor servie

Business

Response:

October 21, 2013

Review: On 1/9/14 I went on the Cricket Wireless website to pay my monthly bill. The system froze and had a message informing me to finish the transaction by contacting customer service. I called customer service and finished the payment process. I checked my bank account online right after and there were two payments that were taken out. One in the amount of $72.70 and the other payment was in the amount of $74.70. I immediately called customer service and spoke with [redacted] who informed me he saw both payments but only one should only be processed. He transferred me to another department called "inprocessing" where I spoke with [redacted] who also said only one payment was seen in the system for $74.70. I requested to speak with a supervisor to confirm but the woman I spoke to spoke so fast and said the second payment should automatically be voided. I checked with my bank [redacted] right after I got off the phone with the representative and both payments were cleared. I called back on 1/10/14 and spoke with a number of customer service representatives who suggested "I check with my bank," "there is nothing they can do." I spoke with a lead customer service representative named [redacted] who over talked me and was very rude. She said, "the issue is between you and your bank." I informed the young lady that I checked with my bank and both payments were cleared and at that point I offered to send a copy of my bank statement to show that two payments were taken. [redacted] again repeated, "this is an issue between you and your bank, we have no control over those funds." After going back and forth she transferred me to her manager. I did not get the gentleman's name but he was also rude. Not only did he refuse to offer any additional help with the duplicate payment he hung up on me while I was talking. I did not yell at him and that type of treatment was horrible.Desired Settlement: I would like a refund for the $72.70 or a credit towards an upgrade, disciplinary action against the manager that hung up on me and the customer service lead [redacted], and a formal written apology from the company. There should also be a link on the Cricket Wireless website where a customer can file a complaint via mail or email with a written response within a reasonable time frame. The calls should be monitored more often so the company can see how customer service is really treating people.

Business

Response:

January 15, 2014

Review: I ordered 2 phones during the Christmas holiday. One was for a new line of service ([redacted]). The other phone was for an upgrade (no phone number should have been given for it). I received both phones with 2 new phone numbers. No information was in the packages that the phones came in. I was told to call after 48 hours of the phones arriving to activate the phone. I called and they told me that they did not show that the phones had been paid for and that I would have to pay the fees before it could be turned on (I had previously done this but since they said that no money had been debited out of my account, I needed to give them the information again in order to process the transaction). My account was debited 3 times for 2 phones. Here is how the transaction was processed:1. Debited my account on 12/23/13 for the phone that I only wanted to upgrade ($32.84).2. Debited my account on 12/27/13 for the phone that I wanted to activate price includes phone and activation fee ($68.85)3. Debited my account again on 12/31/13 ($96.21) for the both phones and activation of one line.I should have been charged only for both phones and activation for one line of service. I gave the MIED on both phones and they activated both even though I told them what I needed. They said they would send me a refund of $68.85 and I have been waiting almost 2 months. No one seems to speak enough english to understand although they say they do. I have been unable to get this resolved.Desired Settlement: I want my money refunded($68.85) and I have cancelled both lines. The numbers in question are [redacted] and [redacted]. I did not need the second phone number and should not have been charged for it.

Business

Response:

February 19, 2014

Review: I called Cricket's toll free number to find out why my account balance was $5.00 more than it should be and discovered they have instituted a new policy where if you call them for customer service you MIGHT be charged a $5.00 fee. Last month when I called them this was not on their automated message but I was charged anyway and the customer service representative I spoke with was supposed to tell me and did not. I called and asked why my account was $5.00 more than it should be and was told they could tell me but it would coast another $5.00! This has to be illegal and it is very poor customer service to say the least. I point blank asked if I would be charged and the person I spoke to wouldn't answer. And when I went online (as I no longer get paper statements because they charger for those) to see what the charge might be for they no longer give you an itemized break down of your bill. Again this should be illegal if you do not get a paper statement.Desired Settlement: I would like my $5.00 back and I would like Cricket Communications to make the customer service representative to TELL the customer before they take action on their account that they will be charged not just say they may be charged then not tell them (when pointed asked if they will be charged) and charge them later. Also if you don't get a paper statement because they charge you if you do, not having an itemized breakdown of your bill online should not be.

Business

Response:

March 1, 2014

Review: I switched form [redacted] to Cricket as my wireless carrier this month. I paid 59.99 for a phone, 10.00 for a sim card kit and chose the $70.00 plan which is unlimited 4G with 2.5 G of mobile hotspot teathering. Immediately after activating this phone, it would not send texts, would not play videos without extreme lag time and the images were pixilated. I called customer service to get help and got no where with them. The person I spoke to barely spoke english so I did not feel comfortable with the info I received. She suggested I visit a "corporate" Cricket location where they could access my account and troubleshoot the problem. I went to the location she told me to go to which was the kiosk at the [redacted] Mall in [redacted], where I live. The very rude teenager that I spoke to said that my brand new phone was not the best choice because I could not expect optimal usage from this handset. I have a four year old [redacted] that WORKS JUST FINE AND IT'S ABLE TO CALL/TEXT AND PLAY YOUTUBE VIDEOS WITH NO PROBLEM. He then suggested that I choose the "HQ" button on Youtube to get a better picture...but that it would slow my phone responsiveness to almost nothing. I mentioned that my phone plan was the $70.00 true unlimited plan and that I should be able to access what I need to with no issues. He said that they do not guarantee service unless you are in your immediate calling area...which he said is basically my home and close by. To make things more confusing, the person that SOLD me the handset and sim card kit over the phone went on and on and on about how fast their service was, how great the features are with their top tier plan. They also went on and on about what great phone choice I made. I am able to return the phone for a refund...which they said could take 30 days or more to process. (They were able to take my money and ship my phone within a day...over a month to process? Really?) They also said I would not get my $70.00 I paid for service they promised.Desired Settlement: I paid $70.00 for a plan that did not deliver what I was promised. I only used the phone for 5 days before I turned it off and sent it back. The person I got the return address from said that it at the discretion of the person processing this phone as to whether the refund will be given. I purposefully shut the phone off and immediately repackaged it so Cricket could not say that I used it for a month and decide not to refund. I should be given my unused $70.00 back. They lied to me...

Business

Response:

March 3, 2014

Review: I bought an [redacted] at full price in the downtown [redacted] Cricket wireless store hoping to use to during my travel abroad. I was told there was a required 6 months uninterrupted service in order to unlock the phone, to which I agreed. This was on August 21-2013. After I paid the sixth billing cycle on January 21st for service until February 21st, I left the US for a business trip to [redacted] and found that the phone was not unlocked. Since this is a prepaid service and I was leaving the ** for a month I decided not the pay for the billing cycle starting February 21, which would have been the 7th payment.I then proceeded to call custumer service and after countless rehearsed excuses, they told me that even though I had paid for the agreed six months, they would not unlock it because the day of the call, March 2nd -2014, the account was pending payment, and that I would have to make a payment and re-start the six months in order to unlock the phone for international use.Desired Settlement: I demand to have the phone unlocked for international and domestic use, since I fulfilled the requirements for it, and the phone company did not honor the agreement.

Business

Response:

Review: We purchase Cricket for an employee who works from her home. She had no coverage at her residence in [redacted]. I called to indicate no coverage and cancel the prepaid plan. They cancelled the plan and would not refund the prepaid amount on the account.It's only $38.55 but it's a matter of bad business practices that I paid in advance for service that they are now not providing.Desired Settlement: I would like a full refund

Business

Response:

April 4, 2014

Review: Unhappy with service-dropped calls even with service rep. I was told I could get a refund if returned within 30 days. Well that was about 4 months ago. The.salesperson Jason seems helpful but show me the money!Desired Settlement: 300.00

Business

Response:

April 25, 2014

Review: My complaint is that every time, I get on the stp lower than Att and sprint type phones. My accounts to emails I use on the phones or [redacted] I use on the phones get locked or not a correct password at some point of utilizing the phone. Ever since I have used a Samsung phone. I have lost email [redacted] and 2 [redacted] accounts that I can no longer log intoDesired Settlement: Im not sure how to handle but I have been sick in my life and had to rely on others to an extent and im not sure if someone is trying to negative pose me or not but I would like to get to the bottom or top of it... Thanks

Business

Response:

May 13, 2014

Review: ** Revdex.com. I hope you can help me again. My complaint is with Cricket Communication. Cricket is changing the rules as they go along without written notification. I left my phone off in April due to insufficient funds, which I know a lot of us are suffering due to the economy. I heard a rumor that [redacted] is taking over cricket and are making several changes. Why is it I also received a card saying come back would not have to pay late payments. I paid through debit card 5/1. 5/8 they turned my phone off. And the people that you talk to from their company don't understand nor do they care what you are telling them. It's all about the money I guest. hopefully you can have my phone on for the month because this was all the money that I had.Desired Settlement: I want them to honor what their ads say. I should not have to worry about them turning off my phone. I am not on contract. this is month to month.

Business

Response:

May 22, 2014

Review: Cricket communication tells people to put money on a flex bucket account for roaming that doesn't work and will not refund the money or if you switch services they keep your money the are trying to force me to purchase items from their shop I told them that I have Google play and an android and don't want to purchase items from their store or shop and that I only wanted to use it for roaming the never worked in the first placeDesired Settlement: I just want my money back so that I can use it for my bill or other important things

Business

Response:

June 11, 2014

Review: I chose Cricket in February 2013 after I discovered I had put my phone in the washing machine. I was looking to leave TMobile and Cricket offered a cost-friendly plan and a rebate on a new phone. That new phone seriously malfunctioned 2 months after the manufacturers warranty ran out and Cricket wanted $200 to replace the phone. I attempted to get help in a local "store" and was treated like I didn't have a right to be in there asking questions. I ended up discontinuing service and going with a different carrier one day later where customer service was evident. Since I was only 2 days into my billing cycle that I had already been charged for I attempted to call Cricket to arrange a refund. Calling a Cricket phone number just goes in circles and you cannot talk to a real person. So I tried to get online help. The only option was a chat session in which I was told, after 45 minutes of waiting, that they have a "no refund" policy. How can they charge for services they are not providing?! The person in the chat didn't seem to care, just like the in-store representative. Cricket customer service is non-existent but not refunding my money is completely unacceptable.Desired Settlement: I simply want my money back for the time that I paid for in advance and service was not provided. I pay for a month in advance and used 2 days.

Business

Response:

June 4, 2014