Cricket Communications Inc

Review: On 7/12/2014, I had a [redacted] broadband device reactivated and paid for a months worth of service at [redacted] ###-###-####. The total cost was $80.00 ($15.00 activation fee, $65.00 for 8GB of high speed internet. I tried to use the device when I got home and it wouldn't work. I called [redacted] and spoke with the manager who directed me to 1-800-CRICKET. They ran me through troubleshooting but could not get the device to work. I than called the Cricket store on Noland Road on Independence and spoke with their manager. He told me that the device should not of been activated because they are obsolete. I have tried numerous times with different managers to resolve this problem to no avail. I believe I am owed a refund since no service was provided me. They say their policy states no refunds on cellular services but they have failed to provide me with the service promised.Desired Settlement: Complete refund of activation and monthly service charge of $80.00.

Business

Response:

August

20, 2014

Revdex.com

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: Phone failed to work within first week. Touch screen buttons do not work, can not send or receive calls because of faulty touch screen. when we immediately went back to store with in week the employee said turn it sideways and some letters work then turn in upwards again and some of the other letters work. His solution! Now none of the screens work. Not one thing on this phone is working and crickets solution is for me to spend more money (already $200 into the phone) and send it to them so in 7-10 business days if they decide I didn"t break or drop phone in water they may send me a new one after putting a 79.99 hold on my credit card and $30.00 for shipping.Not to mention all of the other issues we have had in the one month that we have had this phone. No one at cricket has presented me with a workable solution other than give them more money!Desired Settlement: I would like a replacement phone sent to me and then I will return their useless one. If that is not possible I would like the money refunded to me that I purchased it for. 121.55 less the $40.00 monthly service fee.

Business

Response:

October

7, 2014

Revdex.com

Review: I purchased my phone in February 2014 at the local cricket store close to my resident. I was told by the manager of the store that cricket has great coverage for Madison. The next month I started school (MATC college truax) and I started to get no service. So from 8am till 4:30 pm Mon through Friday I could not use my phone. I also started having problems with drop calls and my phone freezing up constantly. When I finally got some spare time to go to the cricket store and talk to the manager. I explained the situation and asked to be compensated for my inconvenience. He told he there was noting he could do about it because they switched over to AT&T and I would need to call the 611 number. I called the customer cr and got a very nice guy named [redacted]. He was very apologetic and assured me he would be able to assist me. After two hours trouble shooting he transfer which did not fix the problem, he transferred me over to billing. I asked [redacted] if he could explain the situation to the billing agent. He said he would but did not. The billing representative ([redacted]) was rude and loud expres[redacted]g there is nothing she can do and I will not be compensated for their inconvenience. I then asked to speak to her supervisor which was also rude. At that point I gave up and let them know that I would never refer anyone to cricket and I am going to report them to the Revdex.com. They told me to do what I had to do. So I disconnected the call.Desired Settlement: All I would like is to reimbursed for the 3 months that I could barely get any service. I told the customer service agent [redacted] that I got 20% out of 100% usage of my phone. He also looked at my data usage and confirmed I was not u[redacted]g it.

Business

Response:

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states she purchased her phone in February 2014. The following month she started receiving poor service. While at school Monday-Friday from 8 a.m. to 4:30 p.m. she could not use her phone. She would have frequent dropped calls and her phone would freeze. When Ms. [redacted] visited a store for assistance she was told that they have switched over to AT&T and would need to call customer service for help. She called and spoke to representative and completed troubleshooting but it did not fix the problem. She spoke to another representative in billing, who refused to provide her compensation and provided poor customer service. Ms. [redacted] is requesting reimbursement for 3 months that she could barely use her services.

We apologize to Ms. [redacted] 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.

Coverage may vary and may be affected by terrain, weather, foliage, buildings, signal strength, high-usage periods, customer equipment and other factors. In reviewing Ms. [redacted]’s account usage for the last 12 weeks, the services have been in use. While we understand she may not have been able to use the services in a certain places or buildings, we are unable to provide a refund for any service charges she has paid to keep her service active.

We ask that Ms. [redacted] refer to our Terms and Conditions of Service online at www.cricketwireless.com/terms, Availability of Service and Coverage:

Services may be interrupted, delayed, or otherwise limited for a variety of reasons, including environmental conditions, unavailability of radio frequency channels, system capacity and constraints, priority access by National Security and Emergency Preparedness personnel in the event of a disaster or emergency, coordination with other systems, equipment modifications and repairs, and problems with the facilities of interconnecting carriers. We do not guarantee the availability of the wireless network or any Wireless Services. You will not have access to our network outside of our coverage areas. Coverage maps, available on our website or in store, show a high-level approximation of wireless coverage and there are gaps in coverage not shown by this approximation; actual coverage may vary and be affected by terrain, weather, foliage, buildings, signal strength, high-usage periods, customer equipment and other factors. We do not guarantee coverage and our maps do not show actual network performance.

As a courtesy for any inconvenience she felt this may have caused her, we have issued a $20.00 credit to her bill on June 27, 2014.

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

Regards,

Corporate Customer Relations

6380 S. Fiddlers Green Circle, Suite. 900

Greenwood Village, CO 80111

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: I signed up for unlimited talk,text, and internet. Now the broadband is separated and I now have limited full speed internet. The connection is slow that I now lose connection. For an increase in the monthly rate, I can have the speed increase. I talked with **(([redacted]) who explained the current rate policy and the increase in cost since I am a "Legacy" consumer. A was placed on hold for at least 3 times if not more to hold for a manager; no manager was available. Then I lost the connection (hung up on) after I asked How much data would I get for $10? I just want my connect speed to increase so I can access the internet. I am 66 yrs old and this change is creating a hardship and frustration. Since I paid, I can't afford to change providers. This is about ###-###-#### broadband.Desired Settlement: I would like unlimited internet at full speed. Without an increase in price since that is the plan I was on until the cell and broadband was separated without any notice. I would like a written summary of the new broardband sent to my address. If I qualify for a senior citizen discount, I would like to apply for the discount cell and broadband.

Business

Response:

October

7, 2014

Revdex.com

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: purchased the phone it is defective and they will not replace the phoneDesired Settlement: radio shack manager mark has poor customer service skills and needs to be fired.

Business

Response:

June 27, 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 her complaint, Ms. [redacted] states her phone is defective and Cricket will not replace it. She received poor customer service at Radio Shack.

We apologize to Ms. [redacted] 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.

New Cricket phones have a one year warranty from the manufacturer. To make a warranty claim, we ask Ms. [redacted] to please contact our Returns Center at [redacted] option 4 (Warranty Claims) or directly to our warranty support provider IMM at [redacted] for assistance. The support center will troubleshoot the device malfunction over the phone and provide instructions for the warranty return, if applicable.

Please note, we offer several warranty exchange options:

•Advanced Exchange: Customers will be shipped a new or reconditioned (like new) replacement device before sending their defective device to the Cricket Returns Center. Customers can choose between 2-day delivery for a $10 shipping fee or next day delivery for a $20 shipping fee. Customers will be charged a security deposit equal to the value of the device ($30 - $600, dependent upon the device). A full refund of the security deposit will be applied to the customer credit card within 5 business days once the customer has returned their defective device to the Cricket Returns Center and if the device meets the warranty exchange return policy requirements. If the device does not meet the warranty exchange requirements - the security deposit will not be refunded and the defective device will be returned to the customer.

•Expedited Post Exchange: Customers must to send their defective device to the Cricket Returns Center before they receive a replacement device. If the return is compliant with the warranty exchange policy requirements, a new or reconditioned (like-new) device will be shipped to the customer. Customers can expect to receive the replacement device within 3 business days after shipping the defective device to the Cricket Returns Center. A $20 shipping fee will be charged to customers for this option.

•Standard Post Exchange: Customers must send their defective device to the Cricket returns center before they receive a replacement device. If the returned device is compliant with the warranty exchange policy requirements, a new or reconditioned (like-new) device will be shipped to the customer. Customers can expect to receive the replacement device within 5 business days after shipping the defective device to the Cricket Returns Center. This option is at no cost to the customer.

We are unable to replace Ms. [redacted]’s device in a store or by any other method. We ask that she utilize the contact information above to replace her device through our warranty support provider.

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

Regards,

Corporate Customer Relations

[redacted] S. [redacted] Circle, Suite. 900

Greenwood Village, CO 80111

Consumer

Response:

I can not be without a.phone for not one day because of business use so they.should exchange.it at the store ' .......etter Business Bureau:

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.

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: 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: We paid over $720 for phones and service we did not get. We paid for a month of service in advance and service was disconnected twice because they did not properly credit the payment. We have had nothing buy trouble since we purchased the phone. They never delivered the service they promised.Desired Settlement: Refund of $720

Business

Response:

June 17, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: 9[redacted]5

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states he paid over $720.00 for phones and service he did not receive. He states that he paid for a month of service in advance, but the service was disconnected twice because the payment was not properly applied. Mr. [redacted] is requesting a refund in the amount of $720.00.

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 are unable to issue a refund to Mr. [redacted] for the purchase of his device. All returns, refunds or exchanges are subject to the store’s return policy. Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited. Please refer to our Terms and Conditions of Service online at www.cricketwireless.com/terms.

If Mr. [redacted] made a payment to his account that did not post to his bill a Payment Research ticket can be opened on his behalf. We ask that he call ###-###-#### to start this process. He may be required to provide supporting documents or proof of payment to research the payment in question.

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.

Our account was messed up from the beginning. No one could straighten it out, not even a cricket representative, not even cricket

Technical support. Cricket told me that if I paid another month of service they would try to correct the problems I was having with their service. I told them that they need to correct the service first, then I would pay the monthly service fee. I paid over $720 and they still did not correct my service. I did not get the service that I had contracted with them to get. I never could directly access technical support.

Regards,

[redacted] And [redacted]

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: 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 previously filed a complaint against this company for the same reason as this one. However, for some reason, it was closed without it ever being resolved, or any action taken by the company to address the issue. This company sold me a phone that they claimed was a 4G phone. However, after researching the phone, and talking directly to the manufacturer , it was dertermined that this phone is NOT 4G. I took the phone back and was refunded the cost of the phone but they have refused to refund the rest of my money; which is a total of $73.97. I have spoken to a representative from their company by the name of [redacted]. She has called me and told me she would address these issues but has done NOTHING as of yet. They have still not even yet cancelled my account even though the phone was returned 4 days after I got it, as instructed by the Attorney Generals office. Plus this company is continuing to sell these phones to their consumers as a 4G phone when it isn't. I believe they are defrauding their customers and I have also filed a complaint with the Attorney General's office.I have all the documentation to prove that this phone, and probably others they are selling as 4G, is NOT 4G as they claim.Desired Settlement: I want the balance of my money returned, $73.97, and I want this company to quit advertising, and selling this phone, and any others they are claiming to be 4G, to their consumers if they are not in fact 4G capable

Business

Response:

July 30, 2014

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: I bought my Samsung S3 one year ago from a cricket store and paid $600.00 for it. It was working very well until one month ago. Since last month, the network has been very weak. I couldn't use google map, or internet explorer at all, and while I was talking, my call was getting disconnected due to "No Network Connection". So I went to the cricket store, and when I told them about my problem, they said cricket is changing its network system and no longer support old! systems, and my phone has an old system! and if I want my problem to be solved I should trade my phone with them. So the way that it works is that I choose a new phone with new system, and they give me discount of $115, because my phone is like new. Their new phone though is $450, so I should pay $300 to have my problem solved! But it is not actually my problem. I had no plan to change my phone because it was working well, and it is new. Why should I pay for their upgrading their system? It is wrong, and not acceptable at all. Please, Please, Please solve this issue for me. Thank you very much.Desired Settlement: I want them to replace my cellphone with a new Samsung , the same as mine or higher model, that has a new system on it, without any charge for me.

Business

Response:

November 11, 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: 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: 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: 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