Cricket Communications Inc

Review: I signed up for Cricket Service on November 20, 2014. Prior to signing up I was looking at a phone offer for certain phones advertised as 74.99 with a rebate offer for new customers for 74.99. Prior to purchasing the plan I used the websites chat feature to talk to a representative because the phone HTC Desire was not available. I was told by the online representative to go ahead and pur[redacted] the plan, then, go to a Cricket Store to pur[redacted] the phone. I was assured I would be able to get the same deal. In fact, that by doing what the representative told me to do I would save a $25 activation fee. When I went to the Cricket Store I was told that I could not do that and no refunds would be issued. I contacted Customer Service, was escalated to a Supervisor who was on my side and told me that I should be able to go to the Cricket Store to get the phone at promised promotion. He then contacted the store to have them honor this request. When he came back on the line he retracted everything he said and directed me to an authorized dealer and told me they would be able to help me. I did that and once again this was false.Desired Settlement: I want the service canceled a full refund given. I would ask for the promotion promised but after talking to literally 15 people that could not figure out what was going on, couldn't help me, I have zero faith in the company.

Business

Response:

December 19, 2014Revdex.com

Review: On 6-22-14 I Bought a Motorola Moto G from an authorized Cricket Dealer. It was advertised on the cricket website, and in the store, as being a 4G phone. The store rep also told me this is a 4G phone. Right away I was suspicious because where it is supposed to show a 3G or 4G connection there is instead just a letter H. When I ask the sales rep about this she conveniently couldn't tell me why this is. After getting home and researching the phone I found that there is no model number on the phone, or on any of the packaging. I also contacted Motorola and they confirmed that this is the 3G version of this phone and NOT the 4G version. They also told me that the 4G version is only available through their website and it is NOT available through Cricket Wireless. I have called Cricket Customer Support and they refuse to admit this is only the 3G version of this phone. I have also tried contacting their corporate office TWICE but they have not returned my calls. I believe that Cricket Wireless is knowingly misleading, and defrauding, their customers by passing these 3G phones off as the 4G version.Desired Settlement: I want my money back from this company and I want to see them investigated for this. If I'm right, which I'm 99.999% sure I am, and which Motorola has confirmed, then Cricket Wireless is ILLEGALLY promoting and selling these phones as something they aren't. I want to see a full investigation into this and appropriate action taken against this company. They have offered to let me return the phone and get a refund but then they will just continue doing this to other customers. I won't accept that.

Business

Response:

July 8, 2014

Review: I switched to Cricket to recieve life line service and recieved a defective hand set. I tried to have that repaired or replaced five times within the first month with no luck. I went to a corporate store in October and was told it would cost me $10 and I would be without a phone for two days minium. At [redacted]Desired Settlement: My application for life line wasn't turned in corectly and I am verry disapointed with Cricket, so I would like my money back and go to any other company.

Business

Response:

November 18, 2013

Review: I PAID 50 DOLLARS TO HAVE MY PHONE ACTIVATED AND GET A NEW SIM CARD PUT IN .THE EMPLOYEE TOLD ME IT WOULD BE 85 DOLLARS AT FIRST WHEN I WENT BACK TO GET THE PHONE UNLOCKED TO PUT IN AN SIM CARD KIT SHE TOLD ME THAT THEY DON'T UNLOCK CELLPHONES FOR OTHER CARRIERS.SO I ASKED HER HOW MUCH FOR CRICKET SIM CARDS? SHE SAID 10 DOLLARS.THEN I ASKED HER HOW MUCH FOR ACIVATION? SHE SAID 35 THEN I HEARD 40 THEN 50 DOLLARS THEN I HEARD DEPENDS ON WHAT PLAN YOU PICK. I PICKED THE 50 DOLLAR PLAN FOR MORE DATA.SO ANOTHER GUY COMES UP HE WANTS HIS BLUETOOTH WORKING SO SHE WORKS ON THAT TOO,WHILE SOPPOSING TO BE WORKING ON MY PHONE AND ANOTHER CUSTOMER COMES AND WANT TO BUY A PHONE. SO SHE IS WORKING ON THREE PHONES AT ONCE I TOLD HER THAT A FREIND HAD GIVEN ME THE PHONE AND THAT I WANTED IT ACTIVATED.EACH SIM CARD COMES WITH ITS OWN PHONE NUMBER BUT MINE DIN'T.OR SHE DIDNT' PAY ATTENION TO THAT.SO NOW MY CELLPHONE AND HIS CELLPHONE HAS THE SAME PHONE NUMBER AND IS ON ONE ACCOUNT INSTEAD OF TWO.IT SHOULD BE TWO DIFFERENT ACCOUNTS AS IF TO UNBEKNOWEN CUSTOMERS CAME IN THE STORE AND BOUGHT TWO DIFFERENT PHONES AND HAD TWO DIFFERENT ACCOUNTS AND NUMBERS. I AND [redacted] HAD CALLED CUSTOMER SERVICE AT LEAST 60 TIMES 50% OF THEM HUNG UP ON US WE WENT TO THE CRICKET STORE TO GET THIS TAKEN CARE OF IN PERSON BUT THEY DIDNT WANT TO HELP US THEY SENT US TO THE CRICKET MAIN HQ I GUESS AND WE WAS STILL REFORRED TO CUSTOMER SERVICE.I PAID MY 50.00 AND IM NOT RECIEVING ANY PHONE SERVICE BECAUSE THIS CRICKET EMPLOYEE AT [redacted], INC FAILED TO DO MY SERVICE CORRECTLY.CUSTOMER SERVICE TOLD HIM AND I THAT WE HAD A USED SIM CARD THAT WAS USED BEFORE I BOUGHT IT.THEY WAS REFFERING TO THE ONE I PURCHASED ON NOV 14 2014. THEY REFUSE TO HELP US THEY HANG UP ON US. THEY REFUSE TO DO WHAT IS RIGHT WHICH IS FIX THIS PROBLEM.SIMPLY BY JUST REPLACING THE SIM CARD AND RE ACTIVATE MY SERVICE OR GIVE ME MY 50.00DOLLARS BACK.Desired Settlement: I WOULD LIKE TO SIMPLY HAVE MY PHONES SIMCARD REPLACED AND A NEW PHONE NUMBER OF MY OWN AND THE JOB DONE LIKE IT WAS SOSPPOSE TO BE DONE.I WANT TO BE ABLE TO USE MY PHONE LIKE SHE SAID I WOULD AT THE PRICE I WAS TO PAY ,IF I CAN'T HAVE THAT I WANT MY MONEY REFUNDED TO ME AT THE PRICE OF 50.00 AND 25 DOLLARS I USED SO FAR TO TRAVEL EVERYDAY BACK AND FOURTH TO AND FROM CRICKET.

Business

Response:

December 15, 2014Revdex.com

Review: I have been a customer of Cricket broadband service over a year. My service for the months of July and August have been unsatisfactory. Each I have my bill, there had been data already used in my plan. In July 20 percent of my data had already been used before I could the bill and in August it was 30 percent but my service had been suspended for a day or so. Each time I complained about it, the adjustments were never made. My phone number is [redacted].Desired Settlement: I would like the necessary adjustments to be made to my account or refund for the used data.

Business

Response:

August

26, 2014

Revdex.com

Review: On April 25th I had contacted you about Cricket and they had credited me my money and was going to replace my broadband modem, so I had been satisfied. When I got the modem it didn't work so I had taken it back and they said they would have another one sent, that was on May 3rd. a Friday I was told it would be there on Wednesday May 8 I went there and they didn't have my modem, so they gave me one to use and [redacted] said he would call me when it got there in 3 days, I waited until May 15th and went back in and he said "why didn't I call" he was supposed to call me. anyway he gave me my new modem and was supposed to set up a bridge payment. I had a Cricket ZTE [redacted] that I had paid $99.99 plus tax for. So I got home and looked at it and he never ordered my modem and gave me an old cricket [redacted] which you can buy for $10.00 on [redacted] and Cricket no longer even sells them they took that and handed me the $10.00 one so he knew what he was doing. Plus I had paid $10.00 for the shipping on May 8th. So he ripped me off to cover his mistake and thought I wouldn't notice it. Also I was told the Bridge Payment was done and I do not see that on my account online. My billing is from the 16th to the 16th and I have not had a modem. My bill for May 16th I do not think I should have to pay because I paid the prior month and never used it. I think this was very unprofessional and flat out deceitful and want to know what they are going to do about it. I did not go back into the store that is located in [redacted] on [redacted]. I have been going through this for a month now and will not continue to keep this up now that I have been lied to and basically stolen from I still have the $10 modem so I am owed 89.99 plus the $10.00 for shipping and the 17.00 for the bridge pay and then I will also want my gas money for the trips the which is $33.00, I'm not paying to go there to get lied to not good business sense on there part.Desired Settlement: 89.99 + tax for the modem they flat out stole10.00 for the shipping that I paid on 5/8/13 17.00 they were supposed to set a bridge pay which I do not see on my account and my$33.00 in my gas, only because the outcome after a month was them stealing from me to cover their mistakes hoping I would not notice& for the 21 days so far that I have not had a modem I have 2 online stores, I sell vintage glassware, a low estimate that I had to take a loss on would be $350.00 & my 57.33 flexbucket

Business

Response:

May 20, 2013

Review: I was approved for The Lifeline Telephone assistance program. I was approved effective 03/2/14. In June I spoke with the NTAP Rep. She called in on June 11th to Cricket to confirm that I was approved and they should apply credit retro back to the effective date of March 28, 2014. I called back on June 12 when I viewed my account online, I saw that there was a credit for 13.50 on 06/11/14. so I called into the Telephone Assistance Program number for Cricket that handles the lifeline. I spoke with a rep and put in a apeal requesting all my credit. On June 17th my phone was shut off due to not recieving all the credit. So I pay the bill. I call back in effective 06/27/13 and spoke with and Operations Manager [redacted] he said that he would get someone to do something, However it is June 29th,2014 I see there is a normal balance for a bill due on July 1st.Once again noone has contacted me back and the credits are not my account. I have spent hours on the phone trying to get this handled. I dont know what else to doDesired Settlement: I want to get all my credit that is due from April May and July totalling $40.50. My monthly bill is 52.36. however Due to this ongoing annoying problem. I request that the remaing $11.86 be credit to my account for this time and inconvenince.

Business

Response:

July 10, 2014

Revdex.com

Online Complaint

Re: [redacted]

Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding her Lifeline credit. She mentions that she was approved effective March 2, 2014, but that she had not received the credits on her account for that time period. She would like to get the credit put on her account of $40.50 and requests that the remaining $11.86 be credited to her account for the time and inconvenience she has endured to get this resolved.

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.

In researching this complaint, we found that a credit of $40.50 has been credited to her account on 7/2/14, with a note from the Lifeline team indicating it was for Lifeline credits for March, April and May, as June had already been applied. We are also adjusting her account the $11.86 in response to this complaint as a courtesy due to the time and trouble Ms. [redacted] went through to resolve this.

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.