Cricket Communications Inc

Review: I already have an account with a phone number [redacted]. I ordered a sim card($9.99) and a plan($40) to activate on my account to take part in a group save discount. First my order wouldn't even process, then after resolving that issue, they cancelled my first placed order, then after ordering the sim and card it arrived and I couldn't activate the number they gave me([redacted]). I spent an hour and chat and another on the phone trying to resolve this. The chat said they would call me back when they manually activated my phone number because their system wouldn't let me activate it online. I never received another call and their system said they couldn't even see where I had tried to get them to activate the sim.Desired Settlement: I want a refund in the amount of the sim and plan and shipping costs that I incurred which is about $54. To also fix their system and make it where you can actually add a line to participate in the group save discount or take it off their website.

Business

Response:

TO: [redacted]

Review: MY SPRINT PHONE CRASHED, I FOUND THIS CRICKET STORE. [redacted] AND ANOTHER GENTLEMAN VERIFIED THAT I COULD RETURN THE PHONE TO A CORPORATE STORE IF I DID NOT LIKE IT WITHIN 7 DAYS. [redacted] TOLD ME THE PHONE HAD FEATURES THAT IT DID NOT HAVE, NOT TO MENTION THE PHONE IS NOT A GOOD MATCH FOR ME. SO, I LEAVE WORK 1 HOUR EARLY AND GO TO THE LOCATION THE REPS TOLD ME I COULD GO TO ON NEEDMORE. AFTER BEING THERE FOR 1 HOUR+, THEY TOLD ME TO CALL CRICKET OR GO TO THE STORE WHERE I PURCHASED THE PHONE. D/T THE DISTANCE, I CALLED CRICKET THAT EVENING AND SPENT OVER 2 HOURS TRYING TO CONTACT A REP FOR HELP; LARGELY B/C OF SO MANY DROPPED CALLS. I AM 9 MONTHS PREGNANT AND CANNOT TRAVEL TO CINCINNATI TO EXCHANGE THE PHONE. I WAS SOLD THE PHONE UNDER FALSE PRETENSES. IF I WOULD HAVE KNOWN THE TRUTH, I WOULD HAVE NEVER PURCHASED THE PHONE. FURTHERMORE, D/T SUCH POOR RECEPTION AND CUSTOMER SERVICE, I CERTAINLY DO NOT DESIRE TO REMAIN WITH THE COMPANY AFTER I DELIVER. NO ONE IS TRYING TO MAKE RIGHT THE WRONGS, AND I AM IN A NO WIN SITUATION AS A BRAND NEW COMPANY. MGMT IS INACCESSIBLE AND THE LOW LEVEL OF COMPETENCY IS ALARMING. I NEED A FAIR AND EQUITABLE RESOLUTION; I NEED FOR CRICKET TO STEP UP WITH THEIR CUSTOMER SERVICE AND SUPPORT.

Product_Or_Service: Nokia /LUMIA/

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

I WOULD LIKE MONETARY REFUNDS FOR THE AGONY THAT I HAVE FACED AND GAS THAT WILL BE LOSS IF I ULTIMATELY HAVE TO DRIVE ALL THE WAY BACK TO CINCINNATI AFTER BEING TOLD OTHERWISE. NOT TO MENTION THE AMOUNT OF TIME THAT HAS BEEN WASTED. I NEED FOR THEIR TO BE AN EXTENSION TO THE AMOUNT OF DAYS THAT I CAN RETURN THIS DEVICE B/.C SO MUCH OF MY TIME HAS BEEN WASTED AT THE HANDS OF CRICKET TO NO AVAIL. THERE SHOULD BE MUCH COMPASSION TO ME AS A NEW CUS

Business

Response:

June 4, 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

Review: Hello I went into cricket to buy a good phone and I came out buying a lemon I can't even talk on the phone because it has to many dropped calls and the ear phone jack will not let me talk on the phone I tryed working it out but they are say I will lose all my money basically if I return. The phone I am on disability and need my phone for medical reason I just want to have a phone that works properly the internet is the worst thing ever I can't get through to nothing not even to see if my medication and doctor documents on email are thereDesired Settlement: I would like my refund of 125.85 because this phone is not all it craked up

Business

Response:

September,

17, 2014

Revdex.com

Review: Cyber Monday sale at cricket wireless.com. My card was charged MULTIPLE TIMES for over $1000! I tried to purchase a phone through the website and it just buffered. For hours. Now I have to contact my bank and stop payment immediately. I'm not the only one who went through this ordeal. Check [redacted] on cricket wireless's page. Read the comments and complaints! This company is running a SCAM. They are stopping people from switching carriers and not letting anyone check out with a phone and CHARGING EVERYONES ACCOUNTS. This is a big scam that should/will be a class action lawsuit. Fraud, false advertising, theft... many laws have been broken by Cricket Wireless the past 48 hrs.Desired Settlement: There needs to be a class action lawsuit for this scheme Cricket Wireless is running. People who have been charged a thousand dollars (like myself) need to be given a resolution and restitution for this matter. We've been victims of a crime committed by Cricket Wireless. This issue NEEDS TO BE ADRESSED. Thousands of people are victims of waisted hours dealing with Crickets nonexistent customer service. And now, us victims have to deal with our banks trying to negate the fraudulent charges.

Review: I bought a new phone from the Cricket Store on E State St in Rockford IL. I bought the phone on May 30, 2014. On June 27th the phone would no longer power up. I took it into the store and they game me an 800 number to call. Now mind you I bought a Motorola phone. When I took the phone back they should have told me that I needed to contact Motorola, but instead told me to call this number and I would have to send it in for Warranty. I sent the phone in and it was received on June 30th.(tracked by tracking number) I have called several people and no one now knows where my phone is and no one will help me. I am now out a $150 and no phone. I am paying for a service that I am not receiving. I want either my money back or a new phone. I am tired of getting the run around with this matter. I just keep getting pushed aside like no one cares at all. I work with customers of my own everyday and I have never treated them like they don't matter. Cricket is the worst for customer service that I have ever dealt with. Once I get my phone or money back I will no longer continue using the. I will also pull my family, friends, and co-workers off the plan as well.Desired Settlement: I want either a refund or a replacement.

Business

Response:

July 18, 2014

Review: I purchased this Cricket phone used. Before I purchased it we called Cricket customer service to check that it was unlocked. We were told that yes it was unlocked and would work with AT&T service. Well we went to use the phone and it didn't work. I went to Cricket online chat and asked again if it was unlocked. I was told twice in the conversation it WAS unlocked, I do have a copy of that conversation. Phone still didn't work so I called Cricket again. I was told after a 32 minute wait to go back to online chat so they could give me a code. Back on chat I was treated very rudely and told the phone was never unlocked that the other Cricket agents had misinformed me. She proceeded to tell me the phone had to have six months of service. I told her the phone was in service from Feb 2014 to November 2014. She said well the owner should have entered a code and ended our conversation while I was still typing! I also have a copy of this chat as well. I called customer service back two more times and was hung up on each time when I asked to speak with a Manager. I do not appreciate being lied to, treated in a disrespectful way, or hung up on simply by asking for management.Desired Settlement: I would like the phone unlocked as I was told it was by Cricket Representative's more than once. And a written apology for such rude and uncalled for conduct by Cricket employees.

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: I ordered a phone via Crickets website on the 10th of August. The shipping label was created the following day and scheduled for delivery on the 13th. It is now the 20 and after repeated phone calls and online chats I still have not received the merchandise I paid for or any date on which I will receive it. I have been repeatedly told to contact UPS and they have turned me back to Cricket as they never received the phone to be delivered. At the end of the week I was told it was a technical issue with porting my phone number from Legacy Cricket (as I have been a client for 5 years or so) to the New Cricket. I was just told today (8/20), after finally getting them to create a ticket on Monday, that my ticket has been upgraded but still with no end in sight. All this happening while I have no phone, and have lost the money I have spent on my billing as well as purchasing a new phone.Desired Settlement: I would also like to see my plan compensated for being run through the circles, both waiting my time and money. A phone upgrade would be ideal, while a bare minimum would be to cover the plan time lost do to their dropping the ball and not being able to assist me after persistant inquiries into the matter.

Business

Response:

August 29, 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] in regards to his experience with the migration process. In his complaint, Mr. [redacted] states that he never received the device he ordered online and that his migration to the new Cricket failed, leaving him without a functioning phone. Mr. [redacted] would like to be reimbursed for his inconvenience and time without service.

We apologize to him 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.

After reviewing Mr. [redacted] claims, we have verified the phone ordered on August 10, 2014, was rejected at the point of delivery. This rejection of delivery resulted in Mr. [redacted]’s tentative Cricket account to be cancelled and a refund being issued for the payment of $157.46 on August 21, 2014.

We have verified Mr. [redacted]’s CDMA account is still active and have opened [redacted], so that he can be contacted to complete troubleshooting for his device issues. In addition, we have provided an adjustment on Mr. [redacted]’s account in the amount of $51.50 for the inconvenience he has experienced in migrating to the new Cricket.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

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: 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 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: Cricket's main phone number on their website does not allow for transfer to correct customer representative. Dial 1-800-CRICKET, dialing 1 for current customer, 1 for wireless service, enter number [redacted], and * anything else. The call then gives telecom noise and states "call cannot be completed as dialed." I notified 2 managers and multiple support staff on 6-24-14 that customers were unable to get through. I was able to get through to different department, but call is always disconnected when they attempt to transfer to the correct destination. They suggested I drive 3.5 hours to a store to get assistance. I am trying to contact them because I purchased a SIM card and 1st months service online. I am unable to active the product I purchased. Since I cannot speak to the department that handles this, and the representatives that I am able to get to tell me that they cannot assist me, I am helpless in this issue. They simply keep telling me to call the number that I have informed them many times is not working.Desired Settlement: I would like for Cricket to fix the toll free number so that customers are able to contact this company regarding the services that they have already paid for, since Cricket is a prepaid service. Customers have no way of getting ahold of customer service for "new Cricket". I would like the a refund for the total of the first month's service on this line, since I am unable to activate the line. This would be a credit of $40 for [redacted]

Business

Response:

July 9, 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, [redacted] states that Cricket’s main phone number does not allow customers to be transferred to the correct customer service representative. He tried several times to get through on June 24, 2014 but could not connect to the correct department. It was suggested that he visit a store for assistance, but the store is over 3 ½ hours away. [redacted] is having difficulties activating service and seeks assistance with this.

We apologize to [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 were aware of a routing issue with our call center, and worked to resolve it as soon as possible. We regret that this impacted [redacted] attempts to reach Customer Service.

We forwarded [redacted] concern to Technical Support Specialist, [redacted] is working on Mr. [redacted] account and activation error, he has contacted [redacted] to advise him of this. For reference, [redacted] can reach [redacted] at (505) 323-3147, should he have any additional questions or concerns.

We thank [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.

Cricket has stated on numerous occasions that they would be more than willing to credit my account for 2 months of service for the issues I went through contacting them as well activating the product. They have yet to actually credit my account for what has been promised. I would not consider this issue closed until Cricket fulfills their most recent promise of crediting my account for 2 months of server for this particular issue.

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: I purchased the Samsung S4 because I had accidentally dropped my Samsung S3. I did not have insurance so I went to a Cricket store located on Route 14 in Crystal Lake, IL. I had been in there before so I recognized the first person I talked to. I had known that Cricket would be updating their current networks so I was skeptical on purchasing one of their less expensive phones since I knew they would not be compatible. I was speaking with both of the representatives and had specifically asked them if the Samsung S4 would be compatible with the new network. They were both happy that I asked and reassured me several times that the phone would work. So, I made the purchase. To my knowledge, a few days later, I found out that the $500 dollar phone I just purchased, would in fact, not work. I would have to purchase a new phone within a few months. I immediately contacted the store in Crystal Lake and demanded to speak with a manager. A few days later, he finally contacts me only to say that it was passed their return policy for a refund (7 days). It was the 8th day when I spoke with the manager. I then had asked if he could relay my information to the district manager since I have been a customer with Cricket for almost 10 years. He said he would pass my information along. I never received a call from the district manager. To me, this was all a result of a deceptive sale.I then proceeded to contact corporate. I was told several things that weren't true and then eventually talked to a man named [redacted] who claimed to be the head of customer service. He told me that there was nothing he could do since the stores are independently owned. As a result of all of this, I am now paying for a phone that will not work within a few months on the network that I have been a customer with for almost a decade. I was lied to, deceived and completely disappointed that this happened since I have never complained about Cricket Wireless before.Desired Settlement: I would either like a complete refund for the phone that I purchased under a lie that was told just to make a sale for the store or a replacement phone of the same value that will work on the new network.

Business

Response:

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]. In her complaint, Ms. [redacted] stated that she

broke her previous phone. Ms. [redacted]

went to the store, and she purchased a new phone Samsung S4. Ms. [redacted] stated she was told by a couple of

representatives at the store that she would be able to use the phone with the

new GSM network. When she went home and found

out days later that this phone won’t work after the transition she wanted a

refund.

We

apologize to Ms. [redacted] for any inconvenience or poor service she felt he

received. Cricket strives to provide excellent service and we regret when that

high standard is not met.

We will be upgrading our CDMA network to a 4G

LTE GSM network and expect to stop offering CDMA wireless service in most areas

as early as March 2015. Ms. [redacted]’s CDMA device and phone plan will remain the

same until these changes are completed in 2015.

We are unable to provide a phone that is

compatible with Cricket’s new GSM network. There will be ongoing promotions,

incentives and phone trade-in options for Ms. [redacted] if she chooses to activate

service on Cricket’s new network. We are

not able to provide equipment refund.

We

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

addresses his complaint.

Regards,

Corporate

Customer Relations

Greenwood

Village, CO 80111

Consumer

Response:

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

I am going to file complaints until I get my money back because what Cricket has done to not only me but thousands of others is absolutely unacceptable. I purchased my phone in May with not only the intention of using it for several years but with the supposed knowledge from their sales representatives that this phone will continue to work on their new network. After getting very unprofessional conduct from their employees, not only was I lied to intentionally but completely ignored. I WANT A REFUND!!!! I do not want this phone. I want the store closed down on Route 14 in Crystal Lake, Illinois. The owner should be ashamed of himself for allowing his employees to blatantly lie to customers just so they can get the sale. A week later, the whole store is changed to reflect the changes within Cricket. This is WRONG! I have been a customer for almost 10 years and do not deserve to be treated like this. The manager purposely called me back after the return date to only tell me that I can't return the phone!! What is wrong with that picture? And to tell me that the district manager will call and never get a call is completely beyond me. Where is the customer service or the customer is always right motto? I deserve a refund or at least a phone of equal value because I was lied to and deserve my money back.

I want a refund or a phone of equal value!!!!

Review: My phone was defective so I initiated a warranty exchange with Cricket's Call Center/Warranty Department out of [redacted] PLAINFIELD, IN 46168; phone: ###-###-####. I chose to do an advanced exchange which is when Cricket charges a deposit to my credit card for the value of the replacement device and sends me a new phone which after I receive it, I pack up and send back my old defective device with a prepaid return shipping label to: Returns Center [redacted] Plainfield, IN 46168. This process was completed and as of Wednesday July 23, 2014 as per online confirmation by tracking number Cricket has received my old defective device. Over the phone when I initiated this exchange a customer service representative advised me it would only take 7 to 10 business days for me to receive a refund of my deposit charged to my credit card, and even in a letter I received from the warranty department I was advised I would receive this credit within 10 business days. To date it has been 15 business days and I still have not received my refund. I have called everyday since the 10 business days has expired, starting on Thursday 8/7/14 and each time I speak with a customer service representative they have told me that an "escalation" request has been sent to the credit department and I should have my refund by the next business day, which has not occurred yet, and I'm never able to speak with a supervisor or the credit department. The amount owed is $369.99.Desired Settlement: The deposit charged to my credit card is to be refunded in full.

Business

Response:

August

28, 2014

Revdex.com

Online

Complaint

Re:

Revdex.com

Complaint ID: [redacted]

Cricket

Account No: [redacted]

Dear

Sir/Madam,

This

correspondence is in reference to a complaint filed by [redacted].

In his complaint, Mr. [redacted] states that he filed a warranty exchange

claim for his defective phone. Mr. [redacted] chose the advanced exchange

option witch a deposit is charged for the value of the replacement phone to his

credit card and when he receives it, he returns the defective one. According to

his complaint, the process was completed on July 23, 2014. Mr. [redacted]

states that he was told by a customer service representative that it takes 7 to

10 business days for the funds to be credited back to his credit card. Mr. [redacted]

has contacted customer service several times and was told that the issue had

been escalated, but no credit has been issued. Mr. [redacted] is requesting

the funds in the amount of $369.99 to be credited back onto his card.

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.

The warranty provider that Cricket uses is a

separate company not owned nor operated by Cricket. We do not show any records

that Mr. [redacted] contacted our Cricket customer service department in

regards to the $369.99 credit, so we assume that Mr. [redacted] contacted IMM,

our warranty provider. We apologize for the issue Mr. [redacted] is

experiencing with IMM. Regrettably, all warranty exchange issues must be addressed

with IMM. We advise Mr. [redacted] to contact IMM’s customer service

department at ###-###-#### for further assistance.

We

thank Mr. [redacted] for his communication and trust that this explanation

properly addresses his complaint.

Regards,

Corporate

Customer Relations

Greenwood

Village, CO 80111

Consumer

Response:

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

In the message from the business they state they have no records of me contacting the Cricket Customer Service regarding my refund, this is false. On at least one occasion I did contact Cricket Customer Service regarding my warranty exchange, AND the refund processing and was instructed to contact their warranty department.

Review: Saturday, June 13,2014 we purchased an LGTRUE Samsung cell phone for $29 plus tax. Wireless Choices,a business representing Cricket. 1[redacted], Oh 45011. We set up voicemail and all was fine. I bought myself a phone the same day that's working fine. The receipt clearly states I can get it refunded within 7 days. We couldn't get the voicemail to respond to any numerical selections like pin number or choose 2 if you want this dept 3 if you want that one etc... once the call is connected it simply won't recognize selections. We called the customer service line the same day of purchase. They reset password but problem continued. We brought the phone to the store to exchange it. Customer service said it should be exchanged, warantee dept agreed. Customer service spoke with store employee as well. Even though it was exactly one week 7 day of purchase, the store employee says it was the 8th, as the date of purchase-day one, Sunday-day two, Wednesday-day three and so forth, Saturday being the 8th even though it was purchased the previous Saturday one week, 7 days exact! The receipt didn't specify one week being 8 days by their policy. It simply stated return within 7 days for refund. I have made complaints to the corporate office in California to no availe. Corporate cannot dictate to their local companies how to define a 7 day period, nor are they willing to compensate the loss we've experienced. We're stuck with a defective phone that all agree is defective. We had it in the 7th day to exchange it. They refused to honor their policy printed on the receipt.Desired Settlement: I'm going to go with another provider at this point as I have no faith Cricket will honor any policy at this point. I want a refund for the phone $29.99 plus tax.

Business

Response:

October

6, 2014

Revdex.com

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: ** 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: I have been a Cricket customer for many years. At the beginning of October I added 4 more lines to my phone with one # being ported over from a different carrier. The agent in the store did not ask me for a pin # for this port, so it did not go through. I called the 800Cricket # and they got the pin # and initiated the port, but they put in the wrong pin #, so again it did not go through. I spent many hours in the store and on the phone trying to get this resolved. I was told the wrong pin # was entered and they could not change it. They said the port was stuck and they could not cancel the port, or remove the phone from the account. They attempted to change the # for that line and instead changed the wrong phone #. They changed my phone # that I have had for years. After 24 hours they were able to change it back to the right state, but could not give me back my same #. I waited and the store agent called me back last week saying they had a resolution. Along with a $30 credit they would give me the demo phone (ZTE Overture, same as the stuck phone) with a new # on a new account and move the other 4 lines over to that new account and let the stuck phone just expire with no payment.I called into the 1800Cricket phone # again and asked them about the port and I spoke to someone that was actually able to get the port to go through! It was working correctly, so I called back to get that # changed finally. I spoke to someone else and they verified the phone # many times with me and then gave me the new # after the change. Well, they changed MY # again, which was the wrong one!! So I called back and explained everything again and the rep I was able to speak to that time did manage to change the right # to the right zip code, but was not able to change my # back to the correct zip code. He said he tried, but it did not work. I asked to speak to a supervisor and after waiting a few minutes one was put on the line. She was not able to change either number or give me back the credit that was removed.Desired Settlement: I would like to get a free Samsung Galaxy 5, or even a 4 for all of this mess, or at the very least a free month of service. This is beyond ridiculous and now my phone # has been changed TWICE by mistake from a "system glitch that NEVER happens". If this cannot be resolved to my liking, I will be leaving Cricket as soon as I can and let everyone else know NOT to use Cricket as they mess up your account, or their systems do and they wont do anything to fix it or make excuses.

Business

Response:

November 24, 2014Revdex.com