Cricket Communications Inc

Review: I purchased a smart phone through Cricket on line. The phone came on Sept. 11. My son came over and activated it on the 13th. On the 18th I realized the phone was defective. I could hear my son talking but he could not hear me. Prior to that I was mostly using texting. I took to nearby Cricket store and was told it had defective microphone. The store owner said he could not help me due to the fact I did not purchase the phone through him. He told me to call ###-###-####. I had to borrow my neighbors phone as I do not have a land line. I was on the phone for approximately 2 hrs not being able to resolve my issue. Finally I was told that I had to file a buyers remorse claim. Unaware of what that was, I said I just want my money back for the phone and I will purchase another tomorrow. They said someone would contact me within 48 hrs. I said please contact by email because the microphone is broken and you will not hear me. I called back 8 days later to say no one contacted me. They said the resolution was made and closed. I could barely understand the woman on the phone. She had a heavy accent and the phone was cutting out. I asked her to send the resolution to me via email and she said that is not policy that she would send it through text. She did not send it yet. She said because I did not send it back within 7 days that I would not get a refund. She said something about my warranty and perhaps getting it fixed. I said I bought a new phone and I am now a Sprint customer. I just wanted to get a return invoice, send this phone back to the wireless company and get a refund.Desired Settlement: I would like to have my resolution texted or emailed to me. I was having difficulty understanding the person on the line due to heavy accent. I was told they could not email to me the resolution but she would text it. I have not received and I do not understand how the decision was resolved. Am I getting a refund? Do you want this defective phone sent back to you? How can you hold me to a 7 day return policy when the phone is defective. I would like a refund for the phone.

Business

Response:

October

13, 2014

Revdex.com

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

Business

Response:

May

17, 2013

RevDex.com

Online

Complaint

Re: [redacted]

Revdex.com

Complaint No: [redacted]

Cricket Account No: [redacted]

Dear

Sir/Madam:

This

correspondence is in reference to complaint filed by [redacted] regarding

Cricket service. In her complaint, Ms.

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

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

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

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

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

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

decline transaction.

We

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

Cricket strives to provide excellent customer service at all times, and we

regret if that high standard is not met.

Ms.

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

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

Vesta:

Each month your card will be charged your total amount

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

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

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

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

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

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

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

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

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

As

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

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

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

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

affect her payment from being successfully processed.

We

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

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: ON September 29 I logged in to MY ACCOUNT on cricket website to update my new auto pay bankcard number, but I was charged for a month $50.There was NO balance due ! I have a $100 credit for switching from T mobile, why was I billed? Also, my $100 credit was not on my account last time I logged in. Could not speak with department that handles refunds. Case #[redacted] I want my $50 REFUNDED NOW !Desired Settlement: Refund back to my BANK CARD NOW ! $50 case # [redacted]xxx-xx-xxxx

Business

Response:

October

14, 2014

Revdex.com

Review: I am writing in regards to the service I have received from Cricket Wireless. According to Cricket, I enrolled in automatic bill pay in February 2014. I do not dispute that I had done because immediately after doing so, I received an email stating I signed up for automatic bill pay. I quickly turned off the automatic bill feature on my account. The update did not process on Crickets end and $42.96 was debited from my account on 8/11/14 leaving me in a negative balance where I was charged $32 in bank fees. Not only was money taken out of my account leaving my in a negative status, my bill was not due until 8/12/14 at 11:59PM.

I called Cricket trying to fix this and spoke to a customer service representative by the name of ** (employee #[redacted]). It was evident that ** was not concerned about my problem. After asking twice to speak with a supervisor I was transferred to [redacted] (employee #[redacted]) who was even less helpful. It was made clear by ** and [redacted] that they had their money and there was nothing more they could do. After ending the call I reviewed my account once more looking for an explanation for this mix up only to find that an additional $5 was added to my Cricket account. I do not understand why Cricket feels the need to take an authorized charge from your account (a day early), give horrible customer service, and then try to take more money from you. This is absurd!

I have been a long time customer with Cricket and I have never dealt with a business that treated their customers as second class citizens. While I plan on leaving Cricket based on this experience alone, I ask that things be made right. I would like to be reimbursed for my bank fees of $32 and that the random $5 Cricket fee be dropped.

Thank you in advanced for your help in this matter.Desired Settlement: I would like to be reimbursed for my bank fees of $32 and that the random $5 Cricket fee be dropped.

Business

Response:

August

19, 2014

Revdex.com

Review: I purchased 2 new phones and a service plan two weeks ago at a local Cricket store, and spent 1 1/2 hours in the store doing it (no customers ahead of me). My phone won't hold a charge. Today it was fully charged, I did no app on it except take one call for 9 min and 8 sec. After that the battery was red. I went back to the store and was told that they will send me a new battery but I have to pay $10 for the shipping. So it doesn't cost $10 to mail a battery, and I shouldn't have to pay for something that is only 16 days old. The clerk asked if there was water damage, I said no, she took the phone apart and said there was no water damage, seriously. I went to the Cricket website where they said if I had purchased their protection plan I would have a new battery in 48 hours, the only plan they offered to me has a $200 deductible. I work so I don't have an hour and a half every day to hang out at the Cricket store to keep my phone working, and when you purchase something new in the box you should have an expectation that it will actually work.Desired Settlement: I want a new battery or a new phone and the Cricket store I made the purchase at said neither was an option without me paying additional money. To me it's underhanded if not illegal, sell a defective product, then sell the service to fix it.

Business

Response:

TO: [redacted]

FROM: [redacted], Customer Support, Cricket Wireless

DATE: June 27, 2014

SUBJECT: Revdex.com Case # [redacted] / [redacted]

Ms. [redacted],

We received the above mentioned complaint filed with the Revdex.com regarding account number [redacted] and we thank you for the opportunity to respond to your concern.

We contacted you to discuss the issue and during the discussion, it was found that you purchased a ZTE Prelude from Cricket Wireless, 1195 E. Stroop Rd, Dayton, OH 45429. You stated the device soon stopped holding a charge and indicated you were offered a battery for $10.00 from the store, but felt you should not pay that since the device was recently purchased.

We certainly apologize for the problems incurred with the device. Wireless phones are considered electronic devices and Cricket Wireless cannot guarantee the device will perform flawlessly; therefore new Cricket devices carry a one-year manufacturer’s warranty from the date of purchase should you encounter problems with the device outside of the 7-day return period.

To resolve this issue, we spoke with the store manager from the location you purchased the device, and agreed to provide you a replacement battery from the store at no additional cost to you. We were unsuccessful in contacting you directly, but provided this information on your voicemail, as well as the phone number of the store manager, should you have any questions. We also provided the phone number for our Warranty Center, in the event you have any additional issues with your device.

Again, we apologize for the frustration you experienced with your device and we appreciate your business. Please feel free to contact me in the future, should the need arise.

Very truly yours,

###-###-####



12735 Morris Road, Suite 300, Alpharetta, Georgia 30004

cricketwireless.com

Review: To Whom Concern,I've been with T-Mobile/Simple Mobile for 16 years, I have a school age child and decided to start service with Cricket Wireless as a Christmas gift. I purchased this phone online. About six weeks later she advised me that the phone was not performing the same. A couple of weeks later the phone performance became so poor I had to take it to the Cricket store. I explained that I had order the phone online and gave the history of the phone issues, the rep looked up my account info and advised that it would take about one week to come in and I would have to pay a $25 replacement fee. I came in a little after a week and the phone had not arrived, they in turn gave another date of arrival. I was promised a total of four different pick up dates, the phone was available for pick up on the 4/21/14. When I arrived at the store the rep [redacted] advised that I would be responsibly for not only the $25 replacement fee but I had to pay the prepaid bill of $54. I was upset because the phone is prepaid and at that moment I did not wish to activate. I gave [redacted] $100 to cover the expense as I attempted to contact Cricket customer service to voice my concern. While on hold [redacted] began to assist other customers after me, this upset me even more because I expected her to simply complete my transaction. About 20 minutes later [redacted] told me just hold your $100 until the phone loads. About thirty minutes later I asked how much longer [redacted] replied 5 more minutes, I waited a total of 25 more minutes then [redacted] and the manger on duty [redacted] said they could not take my money because I talked to customer service and they had put a block on my phone. This upset me even more because the store was now about to close in 20 minutes and I had to contact Cricket customer service, which is difficult to get through compared to other wireless providers. About 7:20pm I finally got through and off the line with Cricket customer service, they advised no such block that would cause the store frm refusing my money.Desired Settlement: I returned to the store and talked to [redacted] and he advised he never told me he couldn't take my money, although now he cant take my money because the computers are shut off. I asked for the store manages name and he gave me ** and said he doesn't have any contact info to provide to me. My daughter still doesn't have her phone. Although I ordered this phone online I truly would like a refund to take my business else where, if that is not possible, what would you recommend. I stayed a total of

Business

Response:

May 5, 2014

Review: how much data they say that I have used. on my account page usage overview it claims that I used 20% 409 mb. when I click usage details,it claims that I have only used 101.95 mb. it has only been on 1 day well 2 days now. it claims that I used 3 times more than I have. over the last few months I have been paying for alot more data than I have been getting,it seems to me. I paid for more than 8 gb's last month, I have only a personal computer, just me no business of any kind. I do'not understand how I could use so much. but when they are charging me 3 times what they are supposed to it makes more sense. is there any way that it can be checked? they are really not conducting business on the up and up. I understand that it is not exact but that doe's not seem right to me. I believe that they are overcharging me, and how many others, just to make a buck.it is not right. and I would , and probably many others, like it if your company could check into this. please, pretty please...Desired Settlement: please stop them from doing this to the "little guys", ie me. I realy can't afford this and if it keeps up I will have to stop using the internet...

Business

Response:

April 29, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by David [redacted] regarding data usage. In his complaint, Mr.

[redacted] states that when he checks his data usage, Cricket’s webpage reflects a

much larger amount of data has been used than what has actually been. Mr.

[redacted] also states that he feels he has been paying for more data than he has

been receiving and he is being overcharged. Mr. [redacted] would like this to stop

and receive an explanation for his data usage.

We apologize to Mr. [redacted] for any

inconvenience that he may have experienced due to this matter. Cricket strives

to provide excellent customer service at all times and we regret if that high

standard was not met.

Cricket’s data has always been sold with a

specific amount of full-speed data access and unlimited reduced-speed data

access. The amount of full-speed data is noted for each rate plan in its list

of features.

Full-speed data is data usage at the best

available speeds. Note that best

available speeds are always affected by the customer’s device, signal strength,

environmental conditions, and cell site congestion.

When Mr. [redacted] uses all of the full-speed data

he has purchased within a paid service period, Cricket doesn’t cut him off.

Instead, we allow him to continue using reduced-speed data for the remainder of

his service period. Reduced-speed data gives him access to all the same

applications and services as full-speed data but at slower speeds. We believe

this is the fairest way to keep everyone connected while allowing Cricket to

manage data usage on our network to provide the best experience for customers

still using the full-speed data they have purchased. Reduced-speed data is

typically equivalent to analog dial-up speeds.

Mr. [redacted] has the option of upgrading his

plan which will allow for more data usage and eliminate the need to purchase

any additional data during the service period. If more data is needed during

the service period, Mr. [redacted] can purchase additional data at the rate of

$1.00/50MB at any time. Mr. [redacted] can monitor his data usage by logging into

his account at www.mycricket.com. Data usage is

as of the timestamp noted. Actual usage and related status shown may vary by up

to 10%.

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.

They did not respond to what I am complaining about , all they gave was the runaround standard responce. I have documentation , and have sent you some.I understand how much data I have with each rate plan, but that is not the problem...highlighted in red on the attached page is some of what I am talking about...

addition to my earlier complaint,Complaint ID [redacted]. I now have a service called bandwidth meter pro. cricket's site, my home page, usage details, and usage history. 9 days into my month,their home page say's I have used 1021mb, usage details say's the same, but their usage history say's I have used, for the period 4/19/2013 to 4/28/2013, 4/19,101.95,4/21,181.07,4/22,33.17,4/23,193.46,4/24,139.06,4/25,39.58,4/26,45.81...⇄ totals to771.75. bandwidth meter pro say's I have used, 625mb. even their own site shows a major error. do you actually check into the detail's, or is there somebody else that I should contact to check into this? they are really overcharging people.

I think they should be fined for unfair practices , and repay their customers, they just want to make a buck, but it hurt's the general public. is there nobody that can oversee company's like this? I think it is very wrong and something should be done about this. I can give you access to my account if that will help.

Review: Paid for a month of service and was given 3 days worth then told that I owed for 2 months. I feel that money has been stolen from me. Cricket also refused to help me over the phone and demanded that I go to a Cricket retail store locally in order to resolve the matter. Customer service was extremely lacking and the staff was difficult to deal with.Desired Settlement: I want my phone turned back on and the days of service I paid for reimbursed as well as my bill disappearing for which there is no evidence of me accruing.

Business

Response:

July 24, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states that he paid for one month of services and was only given three days before his account was disconnected. Mr. [redacted] feels that the customer service he received was unsatisfactory and requests for his service to be reactivated and to be reimbursed for the days of service he already paid for.

We apologize to Mr. [redacted] for any inconvenience that he may have experienced due to this matter. Cricket strives to provide excellent customer service at all times and we regret if that high standard was not met.

After reviewing Mr. [redacted]’s account, it was discovered that his services were disconnected due to non-payment. Mr. [redacted]’s bill is due on the 15th of every month. The last payment for $47.00 was received on June 13, 2013. This payment was applied to the bill that was due on May 15, 2013 as no payment was received for the May bill. No further payments were made on the account after June 13, 2013, resulting in the account being disconnected on July 15, 2013. We show that Mr. [redacted]’s account was set up for automatic bill pay. After reviewing the payment history on his account, we show that several payments have failed under the debit or credit card that Mr. [redacted] had on file with Cricket.

Regrettably, we are unable to refund Mr. [redacted] as the last payment received was applied to his monthly bill that was due on May 15, 2013. In order to reactivate his service, Mr. [redacted] can visit a full service Cricket store or call 1-800-274-2538 and make a payment to bring his account current. The closest Cricket store to Mr. [redacted] is located at:

CRICKET, GATEWAY CENTER

1024 HARLOW RD

SPRINGFIELD, OR 97477

(541) 744-1473

Review: On 9/13/13 I purchased a Cricket phone and requested to have my landline ported in order to cancel my landline. On 9/17/13 I went back to the store because I had a problem with phone having an echo sound with all calls. I also notified the store owner my landline had not been ported. I simply wanted a phone that was not defective and my number ported. The owner stated Cricket does not port landlines and initially refused to refund my money when I then demanded to return the phone. He stated there are no returns after 24 hours. After some argument, he refunded $47.99 out of the $122.24 I spent with no explanation as to where the remaining $75.25. He snatched the phone and all the papers out of my hand. He was rude and verbally abusive. This man got in my face and yelled at me. When I told him it is against the law to defraud or abuse an elderly person he yelled so what you can sue me. I've never received such horrible customer service in my life.I called national corporate customer service and was instructed by "[redacted]" to contact the local corporate office. Apparently, the business closed several days later and no one has any information to help me. I spoke to [redacted], manager at [redacted] and was assured this matter would be investigated. I've since called 3 times to follow up and [redacted] is not returning my calls. I just want to know where the remainder of my money is. If Cricket allows this time of misconduct from its authorized, independent dealers, its no wonder there are over 3,000 complaints to the Revdex.com lodged against them.Desired Settlement: I would like a refund of $75.25, the remainder of the money I spent. I only had the phone for 4 days. It was impossible to use the phone because of the poor call quality. My landline was also not ported like I was promised. I have not received any explanation or follow up by anyone from Cricket.

Business

Response:

October 10, 2013

Review: Cricket has been extracting money from one of my credit cards for which I never gave any consent. When I called them asking for proof of consent, they refuse to provide it. Cricket also misrepresented their terms and conditions of service.Desired Settlement: I would like for the Revdex.com to assist me in attaining the information I request above.

Business

Response:

June 24, 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] claiming they never agreed to the Automatic Bill Pay (ABP) Terms and Conditions. Ms. [redacted] stated that Cricket has been extracting money from one of her credit cards that she never gave consent to do. When she called Cricket requesting proof of her consent, we refused to provide it. She also mentions that we misrepresented our Terms and Conditions of service.

After researching and confirming with [redacted] (Third Party Payment Vendor), their records show that Ms. [redacted] did in fact agree to the Terms and Conditions on 5/28/14. They were in a Cricket store, being assisted by a representative. When going through the process of accepting the Terms & Conditions, a customer will hear a recording (and are told to hit “1” at any time to complete the enrollment) and must choose the appropriate option to agree for the enrollment to complete successfully. Ms. [redacted] may call ###-###-#### for ABP Terms and Conditions, as requested. If there are any further questions regarding ABP, Ms. [redacted] may call [redacted] at ###-###-####.

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.

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

Regards,

1. I want proof that I consented to autopay;

2. I want proof (audio recording) of me giving you my credit card information and EXACTLY ALL INFORMATION REGARDING HOW YOU GOT THAT CREDIT CARD INFORMATION: dates, recordings, who I spoke with when I enrolled.

3. I want a more transparent billing system and online billing information. Right now, I cannot even have access to exactly which credit cards you are billing! I found out on May 28 YOU HAVE BEEN BILLING 2 DIFFERENT CREDIT CARDS OF MINE!!! I NEVER AUTHORIZED THE BILLING OF TWO SEPARATE CARDS!!! GIVE ME PROOF!

Business

Response:

July 3, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a rejection filed by [redacted] claiming she still has questions

she would like answered. Ms. [redacted] is requesting that Cricket provide proof that she consented to Automatic Bill Pay (ABP). She is requesting an audio recording including the dates and who she spoke with when she enrolled. She states she found that Cricket has been billing two of her credit cards and she did not authorize this.

We apologize to Ms. [redacted] for any inconvenience or miscommunication she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met. However, our position on this matter remains the same.

ABP was initially enrolled online in August of 2013, as a result there would be no recording of enrollment for account #[redacted]. ABP was then un-enrolled, and re-enrolled with a customer service representative in a Cricket store on May 28, 2014 with credit card ending 3028. There is also a second account – phone # ###-###-####, account #[redacted] that was opened on August 16, 2013 with a port in of this phone number from [redacted]. ABP was enrolled online for this account on August 16, 2013 with credit card ending 3118 and since it was done online, no recording of this one would be available either.

After researching and confirming with [redacted] (Third Party Payment Vendor), records prove that Ms. [redacted] did in fact agree to the Terms and Conditions when this account and a second account #[redacted] were set up online in August of 2013. Then again on May 28, 2014 she provided another credit card number to take the payments from. Without Ms. [redacted]’s acceptance of the ABP Terms and Conditions, [redacted] would not have been able to draft her monthly service payments or apply the monthly $5.00 ABP discount to her bill.

As we mentioned in our last letter, Ms. [redacted] may call ###-###-#### to hear specifics about ABP Terms and Conditions. Cricket is unable to assist with this matter further, if Ms. [redacted] wishes to continue to pursue this dispute, we ask that she contact [redacted] at ###-###-####.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Review: I recently switched to cricket from another phone company because of their lower plan rates. I wanted to bring my phone from the old company over to cricket but was told that I could not because their service does not support that device. I asked around to people who already had the service to get their opinion. Most people that I talked to said that they are pretty satisfied with crickets service. I went into the store and asked about the plan and specifically asked about their return policy. I was told they have a 30 day return policy and I could receive a refund for the phone not the service. I was fine with that. I asked if I got the phone and did not like the service could I use the phone and take it to another phone company and was told no their phone don't work with other companies. They assured me that as long as I had a receipt I could get a refund for the phone within 30 days. I decided to get the Samsung Galaxy 4. My total cost was $456.99. The first day I received the phone the internet was very slow and the apps would take hours to download or an error would occur and it would stop downloading. I compared my phone with an older model cricket phone by downloading the same app at the same time, their phone took less than a minute and mine took more than an hour. The very next day I took the phone into the store and ask whats wrong with my phone is it defective. They told me no it may take 30 days for the 4G service to start, and thy proceeded to do some in-store troubleshooting. I got the phone back and they told me everything should be working fine. Since I First got the phone I received 1 bar of service almost everywhere I traveled. If I went into a building the phone would drop calls constantly. Everyone I talked to told me to get rid of the phone. I called the store where I purchased it and called the customer service technical # and was told to dial an activation # and the phone should reset and get better reception. It never worked. All I wanted was to get decent service inside.Desired Settlement: I went to the location I purchased the service on April 14th to get a refund for the phone and the rep who I saw several times asked what was wrong now. They asked me if there was anything they could do to keep my business and even offered to pay my entire phone bill. I want a refund of the total purchase and a refund for the terrible phone service that I received for that month.

Business

Response:

April 28, 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 that she purchased a Samsung Galaxy S4 and upon activating service, the internet was slow and applications would take hours to download. She went back to the Cricket store the following day for troubleshooting. She continued to receive poor coverage and called the Cricket store. She followed instructions to reset the phone but the issues persisted. Ms. [redacted] states that she went to the Cricket store on April 14, 2014 to receive a refund for the phone, they offered to pay her phone bill to keep her business. Ms. [redacted] is requesting a full refund for her purchase including the month of service she paid.

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.

Ms. [redacted]’ complaint was forwarded to the operations manager in the [redacted] area. There is a notation in Ms. [redacted]’ account stating that the return will be accepted as long as she returns the phone in like-new condition with the original charger and box. All returns and refunds are pursuant to the return policy for location where the product was purchased. Most stores accept returns within 30 days from the purchase date and may include a restocking fee. Activation fees are nonrefundable.

Regrettably, we are unable to issue a refund for Ms. [redacted]’ service charges. Per Cricket’s Terms and Conditions ([redacted]), monthly service charges are non-refundable even if service is terminated or modified before the billing cycle ends.

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 charging me an extra $5.00 a month because they said that they sent a text to my sons phone for cricket navigator and that he responded yes to the text my son is 7 years old and a minor I cricket and [redacted] in the customer service department was trying to explain the bill and I yd him who is the person that uses that phone and that he is a minor and doesn't have the right or authorization to add anything to my account. He said I had to pay the extra $5 regardless and then he can take that feature off my account but in order for him to take it off he needed me to pay the $107.00 . He kept insisting that I needed to pay now and he keep on being rude about and didn't understand what I was telling him.

Product_Or_Service: Sony //

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

I just want them to charge me my monthly $102.00 each month including this month. Instead of the $107.00

Business

Response:

April 24, 2014

Review: When I start doing business with this company if I have a problem I call customers service and problem solved but now I found that they don't have any customers service by phone neither by internet I try to get advantage of bridge pay arrangement I ask for it and pay so I have 7 days to pay the rest and not they still cut my service the next day and I try to contact there's nobody to assist me wondering whyDesired Settlement: Have someone at Customer service

Business

Response:

April

30, 2013

RevDex.com

Online

Complaint

Re: [redacted]

Revdex.com

Complaint No: [redacted]

Cricket

Account No: [redacted]

Dear

Sir/Madam:

This

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

Cricket service. In his complaint, [redacted] states that whenever he has had a

problem he calls customer service and the problem is solved. [redacted] states

that he tried to get help over the phone and internet but could not receive assistance

regarding his BridgePay arrangement. [redacted] states that he asked for a BridgePay

arrangement so he would have 7 days to pay the rest of the bill but the service

was interrupted the following day. He attempted to contact Cricket but he was unable

to receive any assistance.

We

apologize for any inconvenience or poor service [redacted] felt he received.

Cricket strives to provide excellent customer service at all times, and we

regret when that high standard is not met. We have issued a $10.00 credit for

[redacted]’ interrupted service.

BridgePay is a flexible payment option available

to Cricket customers. It allows a customer to make a $17 payment (per line of

service) which is applied to the bill. In return for this partial bill payment,

the customer is given an additional 7 days (grace period) after their due date

to pay their bill in full.

We

attempted to contact [redacted] on April 30, 3013 to discuss this further;

however we were unable to reach him. Our records indicate that [redacted] made

a payment of $34.00 on April 22, 2013 before setting up the BridgePay. In our

billing system, a customer must request a BridgePay arrangement before making

the minimum payment. When a BridgePay arrangement is entered onto a customer’s

account they have 24 hours to make a minimum payment of $17.00 per line of

service. In the future, we recommend that [redacted] set up the BridgePay arrangement

and then complete his minimum payment to avoid service interruption.

We

regret that [redacted] was unable to receive assistance when his service was

suspended, however because [redacted] was on not a BridgePay arrangement he was

unable to reach customer service until his bill was paid in full or a proper BridgePay arrangement was entered.

We

thank [redacted] for his communication and we trust that this explanation properly

addresses his concern.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111

Review: I would never buy a phone from this company ever again based on how terrible there customer service is. The first time I called for help a rep offered me options for my situation but our phone call got disconnected. I of coarse called back and had to start all over again with a new rep who had no options for me and no notes were taken on my account from my last phone call. After I transferred to one of the managers named [redacted] (ID # [redacted]) he constantly repeated "there's nothing we can do for you" without even reviewing each recorded call. He refused to let me talk to his boss for obvious reasons even after I mentioned contacting the Revdex.com. Lesson learned, and I will spread the word.Desired Settlement: Bad review on company and the lowest Revdex.com grade.

Business

Response:

July 17, 2013

Review: For over a month I tried to resolve this issue through customer service which was unable to. On 9/25/14 I entered my phone id in the Cricket website and it said my phone was compatible. I paid $35.61 online for the $25.00 Talk, Text, & Save and a nano sim $9.99 plus shipping. I went into a Cricket store and was told that my device is not compatible with the new Cricket. The package was rejected on 9/29/14. My phone was never activated with Cricket, I would like my $35.61 refunded.Desired Settlement: Refund $35.61

Business

Response:

November 25, 2014Revdex.com

Review: I went into cricket store located at [redacted] at first I went to pay my bill and I did I began asking about a new phone because I have paid for insurance fr more than a year the salesman told me he had a phone that was new and it was on sale so he cancelled my insurance and told me it would be 79.99 plus taxes and fees the end result was I gave them 101.00. As the clerks began opening my phone service they were talking in Spanish to each other and another lady came up to the counter and she began talking in Spanish and the girl gave her a new phone also without taking any money. I asked her if she would complete my business since I had paid for my new phone. they were all talking in Spanish and playing loud Spanish music and not being professional at all. I had to wait an hour or more for her to finish my business and still listening to all this jargon. Finally she got through and I left to go home with my new phone. I got home and noticed that my contacts were not downloaded and some other problems. So the next day I had to go back I told this same clerk that I had asked her to complete my business and she was joking and laughing in Spanish. She smartly said "we are just sales people mame we can't work miracles. she and another girl kept talking to each other in Spanish and they were trying to distract me for some unknown reason. I think it was to steal something from me that I had paid for. I had to suffer through all that loud Spanish music while they both treated me like crap. I have been a paying customer of cricket since 2010 and I should not have to be humiliated like that.Desired Settlement: I would like to go pay my bill there at that store because it is near my employment and I would like for those girls to be terminated because of their illegal acts. speaking in spanish as you are handling a customer who does not understand what you are saying is offensive and unprofessional plus giving their friends phones and speaking in spanish to them seems suspicious and they should have sense enough to handle one customer at a time they messed up my new phoneby laughing playing loud music

Business

Response:

September 20, 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 a Cricket store. In her complaint, Ms. [redacted] states that she went to a Cricket store to get a new phone. She had insurance but the sales representative showed her a new phone that was on sale. He cancelled her insurance and told her the phone would be $79.99 plus tax. Ms. [redacted] states that she paid a total of $101.00. The representatives were speaking in Spanish and playing loud music in the store. Ms. [redacted] feels that they were not acting professional. It took over an hour for the sales representative to activate her new phone. When she got home, she realized that not all of her contacts had been transferred and she had additional concerns. Upon returning to the store, the same sales representative was joking, laughing and speaking in Spanish. Ms. [redacted] asks that the employees be investigated for the suspicious acts that she witnessed while in the store is requesting that these representatives be terminated.

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.

Ms. [redacted]’s feedback was forwarded to the Operations Manager in the area. The store that Ms. [redacted] visited is an authorized Cricket dealer, they are independently owned but their operations are monitored and managed by the Indirect Account Manager, Owen. He has made several attempts to speak with Ms. [redacted], to discuss her complaint in detail. He will continue to try to reach her.

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

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 did as I was told by management and it was even more disastrous. I was charged more money I was told that the 15.00 activation fee was non refundable and a employee by the name Mr. [redacted] wanted to throw me out

thru out all this my new phone which this time I paid 108.00 is still malfunctioning. I don't know how I lost all my contacts and they cannot be put back on unless I find my old android phone and get the sd card and take it back to the store and see if these dumb employees can put my contacts back on. I am still disgusted

Regards,

Review: I have had Cricket service for 3-5 years now. My service was turned off without ANY notice of reason on approximately May 23rd, 2014. I phoned there corporate number and was told that I was in violation of the terms of service & I had to go to a corporate store to find out why. I was given the address [redacted]. On 5/23/2014. I spoke to [redacted] at this location & she was not able to give me a reason why my phone was turned off but if I paid her a $40 fee, she could turn it back on and use this $40 towards my future billing.The Receipt tracking is #[redacted] and the receipt was given to me after my payment. It was paid with my debit card, Cricket Approval #[redacted] via my bank account. AGAIN,I was NEVER given a reason as to why they had turned off my service & was told by management on the phone & at the store that they had no reason to give me but they re-activated my account, along with a future $40 credit to apply to my future billing. The service was turned back on, May 23rd, 2014 without any problems. On June 5th, 2014, I received a text message from:[redacted], asking that I not use chat/conference calling, or my service would be shut off. I did NOT use this EVER & my account was reinstated on May 23rd, 2014. I explained all of this to a 'upper manager' on 6/10/2014 6pm MST over the phone & that I didn't know I was in ANY violation. He told me he could not tell me why it was turned off AGAIN even after I did NOTHING for them to turn off my service. He even REFUSED to look into why it was turned off AT ALL, other than telling me I violated the services.I explained about the conference/text & that I had not violated any terms since being reinstated and I had a $40 credit. This manager was 100% unable to help me or offer ANY SOLUTION to look into this OBVIOUS mistake. He just read from a script that made NO SENSE to my complaint of having my service reinstated and or having my $40 returned to me. This was the MOST HORRIBLE experience by a manager I EVER received.Desired Settlement: I would like a FULL EXPLANATION as to why my service was turned off on 5/23/2014 and why it was TURNED OFF AGAIN on 6/10/2014 after being re-instated at the corporate store. I also want to receive my $40 reinstatement fee that I provided for future service on 5/23/2014 via my bank debit card. Managers need to be trained in how to help resolve a customer problem. I was offered NO SOLUTION, RESOLUTION or any attempt to resolve this, for me, "THE CUSTOMER". Why is he even employed? TERRIBLE SERVICE

Business

Response:

June 24, 2014

Review: I purchased a phone from a cricket agent and was told by him I was eligible for a mail in rebate. I filled out the form and mailed in my original receipt only to be told six weeks later that I didn't include an IEM number and that my time to include it had expired. That is not true, I filled out completely with the agents help.Desired Settlement: My 50$ rebate

Business

Response:

August

18, 2014

Revdex.com

Review: I buy a [redacted] for Internet on Cricket on may 5, 2013, and I bring my lap top to be sure about to have my internet on my computer right, and then the salesman tell me, they have what I need, for my lap top, so he show me the [redacted] and I pay, and on the moment, when he try to install it, the thing do not work so he tell me to come back in about 2 hours and he will have it fix it, when I come back he tell me, because my lap top have windows 8 the [redacted] and the internet will not work on it, so I tell him if don't work I want my money back, and he said. we can not give you the money back, well, then I ask for the supervisor he tell me. she can not resolve that and he can not call her because the day was her day off. so I got nothing,he don't give my money, but I give him the [redacted] and everything back to him, I don't have internet access no even one second and the [redacted] I give to him so I have nothing from them, since then I try to get my money back but they don't give nothing, they just get my money and I don't get any service at all no even one second, and later I talk with the manager and she said she will not give my money back, I tell her I am going to court but I don't have money please help me. I am tired to go back and forward and they don't resolve me nothing.Desired Settlement: I just want my money back, because I will not use this company again.and like I tried to describe above. they take my money, but I do not have the service no even one second.I just want my money back...

Business

Response:

July 2, 2013