Cricket Communications Inc

Review: Charged me 15 dollars for sothing they did not bring up to my atention at the store for trafering the number to the phone I purchased if that had been told to me I wul have just not got it they did not even activate the phone I had to do that my self they said that the phone in quetion had no battary and thst once I turnd it on it wuld work so not tru had to look up how to do it aftet 1 hr gi it ready.Desired Settlement: I want my 15 dallors back they shuld have said that their was a fee for tranfering phones

Business

Response:

December 5, 2013

Review: Cricket advertised a 50$ rebate on a Nokia Lumia 630 over their store and I was promised that I would receive the rebate when I sent in the mail-in rebate. I sent the rebate in and received mail about a month later stating that I could not receive the rebate as my service was activated outside the valid dates for the offer, even though they were still advertising a rebate when I was in store and was promised one.Desired Settlement: My 50$ rebate.

Business

Response:

September 26, 2014

Review: The service is fine, the current issue is the store location at [redacted].They advertise as Cricket and sell the products, but they do not warranty or honor their product. they are advertising as [redacted], I consider this as false reputation and false advertising, I contacted Cricket to determine if this was a corporate store, they do not even have it listed as a authorized Dealer. This issue needs to be resolved.Desired Settlement: If they advertise a certain product they should stand behind it!

Business

Response:

April 22, 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 a Cricket store in [redacted]. In

his complaint Mr. [redacted] states that he visited the store located at [redacted]. He states that they advertise and

sell Cricket products but they do not warranty or honor Cricket products. Mr. [redacted]

states that they advertise as [redacted]. He feels this is false

advertising and a false reputation of Cricket. Mr. [redacted] states that he

contacted Cricket to determine if it was a corporate store, and that this

location wasn't listed as an authorized dealer. Mr. [redacted] is requesting that

this store stand behind the products they advertise.

We apologize for any inconvenience or poor

service Mr. [redacted] felt he received. Cricket strives to provide excellent

customer service at all times, and we regret when that high standard is not

met.

The location that Mr. [redacted]

describes in his complaint is a Cricket authorized dealer as reflected on our

website [redacted].

Only select corporate owned Cricket locations offer in store warranty

replacement. We would like Mr. [redacted] to be advised that Cricket authorized

dealers are independent from Cricket Communications. Cricket provides guidelines to the authorized

dealers for pricing, policy, and procedure, but has limited control over which

guidelines the dealers choose to implement. We have forwarded Mr. [redacted]’s

feedback to local management for review.

We thank Mr. [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 made a monthly payment which was credited to someone else's account. They can't process a refund.Desired Settlement: I want Cricket Prepaid to give me my money back!

Business

Response:

November 19, 2014

Revdex.com

Review: I think it is interesting that – NO Where on you website is there a place for YOUR CUSTOMERS to express concerns over customer service or complaints.

I am aware that this email address is designated to/for media inquiries/comments/questions, however I wanted to give some type of heads up before I begin my journey to be absolutely sure my grievances with your customer service call center are heard. I have been a cricket customer for well over 10years and would not mind a $5 or more increase to be able to be treated like a paying customer when I call the customer service call center.

The manner in which I was talked to today on my call to your customer service call center somewhere out of the country was horrible, disrespectful and totally unprofessional! This is not the first time but I am going to ensure that it will be the last time. I will no longer be loyal to a company who does not appreciate my business or the money I faithfully pay once a month to it, not just for my phone but my sons phones and my husband’s phone. I am not forced to be a cricket customer I choose to be a cricket customer mainly because I don’t like contract retail stipulations further I will have no problem changing service providers because at this point I am fed up! The call center is a night mare to have to deal with and I am tired of commercial companies treating customers as if they don’t count when we are spending our hard earned money with your company and are upstanding customers who pay their bills on time/every month! THAT IS NOT FAIR NOR IS IT RIGHT! AGAIN This is the beginning of my journey to be sure someone higher up hears my complaint and understands why I am taking my money and spending it elsewhere!

Thank you for your time and attention to this email I hope and pray that customer service is important to at least one person affiliated with Leap/Cricket Wireless!

I purchased my HTC One SV in March of 2014. The phone, from the time of purchase has had data connection issues and I have consistently called customer service in search of remedies (there is a very detailed timeline of issues/complaints documented in my account).

I have, within the last month and a half, spoken with tech support (from the lowest to the highest level) to attempt to resolve the issues to no avail! It was finally determined almost two weeks ago the my problem was a hardware problem and not tower issues or wear and tear issues (the phone is in excellent condition, no scratches, cracks, never removed from the case and I have never dropped it). The problem has gotten progressively worse from the time I bought the phone, no internet connection, when it does connect it will drop the data connection or dismiss it, cannot use my GPS, my text messages sometimes won’t send and at times I don’t receive them, there are times people and clients call and explain to me that they would go to voice mail & on my end the phone never rang.

When I began trying to utilize the option to have the phone replaced via the manufactures warranty (because a cricket tech support rep determined it was a hardware defect) I got the run around, there is no option through 1[redacted]8 or *611 so I would have to chose the option to get me to a representative and on 5 occasions was transferred to tech support or insurance department instead of the warranty claim depart. After finally reaching the correct department I called only to find I was caller #125, #98, #84, #75 & #66 (all separate calls with a two week time span) during the first 4 calls, I would use the option to hold my place in line and opted to have them call me when it was my turn. I received 1 call back between those 4 different calls, missed the call and had to return his call only to wait 2 days for him to call me back. Today (after spending two hours in a corporate cricket store this past Saturday 6/7/14 waiting on line with a sales rep) I called and held on the line for an hour and approximately 20 or so minutes. The end result was, I find out that I have two options 1) receive a mailing label and send my phone back, once they receive my phone, they will perform test to make sure that there is no device damage and after that determination they would “send you a replacement, like-new device.”

Here’s my problem with that, you are going to send me a “like-new replacement”?? This device has not worked properly since the day I bought it and they would not exchange it within the first 30days of purchase, which is what your stores (corporate and retailer) claim is their policy, ironically that portion of the notes does not exist in my account notes; now I am forced to rely on the manufacturer’s warranty and because of that I will be without a phone for possibly 5 to 10 days (I don’t have a spare phone to use in the interim) and there is still no guarantee that I will get a phone depending on what they (warranty department) decides and when/if I do get a replacement it will be “like new”??? I spent close to $300.00 for this phone supposedly brand new but it works horribly and has performed in that manner but gotten progressively worse from the time of purchase and now I suffer the expense of having to either go without a phone or chose option 2) and purchase a new phone out right out of my pocket and again wait for the warranty department to determine the phone’s condition and hope they refund me the money spent to replace a defective device sold to me by your company and wait at least a month or more to receive said refund??? Both options are not fair and are totally unacceptable! If this is appreciation for customer loyalty, I have been a customer since the second or third year cricket was in existence, quite frankly speaking and excuse my language – it sucks!

I hope that this grievance reaches the appropriate department and I sincerely hope that, even if there is no resolution for my situation, this warranty procedure is restructured in a way that somehow benefits your (AT&T?Cricket) paying customers. I am in the process of seeking a new carrier because this is inconvenience is one that I will not be able to endure especially since this phone is the only phone I have and I am not in the position, after purchasing a phone approximately 3 months ago for nearly $300.00, to purchase another phone because AT&T/Cricket is selling faulty devices. Rather I sign a contract and receive a phone at little to no cost just for choosing their service. And I am no fan of contracts but I am also no fan of being treated as if I am not a paying customer, a loyal paying customer at that.

I have attached the email from Ingram Micro (warranty department) for your viewing convenience.

Drastically dissatisfied & disappointed!Desired Settlement: Please see description above.

Business

Response:

June 23, 2014

Review: I have had cricket service for over 7 years now . I am on time with my payments and have three phones with my service . In May I tried to cancel one of my phone's. the rep I spoke to kept asking me if I wanted to just suspend the line .I told her several times No I wanted it canceled . my bill was 150.00 a month and with the third line removed it would go to 100.00 my boyfriend had the third line but through his job got a cell phone for free .I need to cut my cost for expense so I wanted the phone shut off . When I received my bill this month the bill was still the same . I tried to call and speak to a rep before I paid my bill but the automated system wouldn't allow me to speak to a person . Because I couldn't get to speak to a rep I went and paid the bill so they wouldn't shut off my phone service before I could resolve the problem. I called cricket and after several tries to get through the phone automated answering system I was able to speak to a rep who argued with me saying that I didn't cancel I suspended the line . I spoke to a supervisor and they informed me that I had to agree to the terms that I would not get back the money for the charge on my phone for the suspended line because I had paid the bill and the 50.00 was still on the phone which should have been taken off and the phone should have been shut off as I requested . they told me they will not reimburse me the money that I had to pay for the line that was supposed to be shut off. this was a mistake on their part and then the supervisor said do you agree with the terms . my response was no I do not because they were clearly in the wrong . I was told by the supervisor that they will not shut off the phone until I agree . so again they want to continue to charge me for their mistake . they also make it almost impossible to speak to a person when you are trying to resolve a issue the automated system is set up to hang up on you if you do not select from the limited options they give you . this is frustrating and bad business.Desired Settlement: To take off the charges they kept on my bill for a phone that I clearly asked them to remove and also to make it easier to speak to someone instead of that horrible automated system .for them to also treat their good customers with more respect than they do.

Business

Response:

July 3, 2013

Review: Sent a nano SIM card for my iPhone to the wrong address. They sent it to my previous address and I have no way of getting there to claim property. I tried to remedy the problem through customer service and they told me to buy a new SIM card. I tried it there way but my phone number is linked that SIM card that I cannot retrieve.Desired Settlement: I just want the card reissued to my address. Or my $70.98 returned.

Business

Response:

September 22, 2014

Review: On August 14,2013 at approximately 5:35pm,I went into Almeda Cell Phones at 12400 Almeda Rd in Houston,TX to buy a charger for my Galaxy S phone.The sales associate said the charger was 13.00 but said he would give it to me for 12.00.I pulled out my bank card and he ran it and told me it was declined.I told him it had to be a mistake so he ran it again and it was declined again.I asked him if he knew the reason for the card being declined and he said he didn't know(red flag).I went outside to my vehicle,called my bank and they verified that the card was fine and they even told me tht the reason for the decline was because either the sale associate was either not putting my cv code in correctly or wasn't putting it in at all.I went back into the store and asked him to run it again and he told me its better if I paid cash:therefore he refused to run my card again.I left the store,took one of their business cards,went around the corner and purchased the exact same charger at a similar store(wireless talk) for 10.00:using the same bank card:which went through perfectly.Desired Settlement: I would like for this store to be informed that a complaint has been filed against them for the sales associate and the way he tried to make me go and get cash to pay for an item because he refused to put in the proper information using my bank card.

Business

Response:

August 23, 2013

Review: I have had service with Cricket for at least 6yrs. We moved to a location where service to the phone was very poor. I called the company in hopes that they could provide a solution. Their solution was to move to another location. At that time my wife and I decided to switch providers. We figured since Cricket doesn't require a contract and they take pride in their month to month service, we could just switch companies and we wouldn't have to pay a disconnection fee. Well, we have our sons phone on the same account and when I went online to pay his bill, they were still trying to collect for both phones. I called to inquire about this possible mistake on our bill and the cricket representative told me that in order to keep our sons phone activated we would have to pay for both lines. I asked why that was necessary considering I did not need service for my phone, only for my sons phone. They told me that on the NEXT bill we would only need to pay for the one phone. What? I thought this was a month to month service?Desired Settlement: I don't think we should be required to pay for service on a phone that we did not have.

Business

Response:

March 31, 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, Mr. [redacted] states that he has had

Cricket for over six years, but recently moved to a location where Cricket service

is very poor. Mr. [redacted] decided to switch both his and his wife’s service to

another provider, but wanted to keep his sons line active. When Mr. [redacted] went

online to pay his bill, he discovered that Cricket was charging him for all the

lines of service on his account. Mr. [redacted] feels that he shouldn’t be required

to pay for service that he won’t be using.

We apologize to Mr. [redacted] for any inconvenience or poor service he felt

he received. Cricket strives to provide excellent customer service and we

regret when that high standard is not met.

Please

remember that Cricket is a pay-in-advance wireless carrier. The due date on Mr. [redacted]’ account is the

date upon which the balance for services for the next billing cycle is due. Any

changes made to his account during a current billing cycle will reflect on the

next bill. Our records indicate that Mr. [redacted]’ account was disconnected on March

31, 2014. We ask that Mr. [redacted] view a complete list of out Terms and

Conditions by visiting [redacted]

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

properly addresses his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

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

Cricket just confirmed that they are a "pay in advance" service, yet they would not allow me to just pay for our sons phone. They required payment for a phone that did not need service in order to keep service on our sons phone.

Regards,

Review: Cricket has a referral incentive that gives customers $25 off their bill (one time) for every customer they refer. I referred a customer to them on 6/14/13, and was in the store with the customer when she switched over to Cricket. I was told it could take up to 30 days. After the 30 days passed, I called the store that we went to, and was told to "give it a few more days." I gave it a few WEEKS. When I called the store again, the girls I spoke to was rude, and told me to call customer service because all they can do is submit for the credit. I dialed 611 from my cell, and talked to customer service, and the lady I spoke to then was even reuder, and told me that is handled in the store. I called the store back AGAIN, and was told to call a "corporate cricket store" (why wasn't I told this the FIRST time I inquired?) I called the cricket store on Capital Blvd, (number was given to me by the store associate at the original store in Garner), I left a message (3 days ago), and have yet to get a call back or my credit. If they (cricket) are going to give people a hard time or don't want to give the credit, they should STOP. Also, the associates in the store on 5th Ave in Garner in NC need a lesson in Customer Services, as well as those in the call center. I switched from Boost, to Cricket, thinking they were better, but I might need to switch again.Desired Settlement: I want my credit I was promised, otherwise this is false advertisement, and I SHOULD get extra off my bill because of all of the crap I had to go through for this credit.

Business

Response:

August 15, 2013

Review: Unauthorized charges to my bank account in the amount of $169.99. I have been on the phone with Cricket for a week trying to get this money refunded to my account. NO ONE seems to be able to connect me to the "person authorized" to refund my money. I was advised by a manager at the corporate cricket store that my phone has a MANUFACTURER DEFECT in the charging and that I need to send it in under the warranty for replacement. I did as instructed and over a month a later received unauthorized charges to my bank account in the amount of $169.99 for the replacement phone that was sent to me. When I called the warranty company they advised me that they weren't authorized to return my money to my account, it had to come directly from Cricket. I have spoken with 15 different people with cricket, 5 of which were "supervisors". I was promised returned calls with a solution to my problem and have yet to receive even ONE. My money has yet to be refunded. There is NO ONE that I have been connected to that seems to be able to help me with my problem. I've been transferred to a minimum of 5 different departments including the Fraud department and have been told by ALL of them that they are unable to help me. Now when I call the 1/800 CRICKET number, I can not even reach and operator.Desired Settlement: I want the $169.99 returned to my bank account immediately!!!!

Business

Response:

September 3, 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 refund. In her complaint, Ms. [redacted] states that she sent back her phone for a warranty replacement due to a manufacturer defect. She received her phone but was then charged $169.99. She has attempted to contact Cricket customer service and the warranty department, [redacted]. She has been told that these charges are non-refundable and has not received any help. Ms. [redacted] requests a refund in the amount of $169.99.

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.

All warranty claims and returns are handled by our third party vendor, [redacted]. After review of Ms. [redacted]’s account, we have confirmed that after receiving the phone, [redacted] has deemed the claim unqualified for a manufacturer’s warranty due to a cracked screen. We ask that Ms. [redacted] contact [redacted] for any additional questions or concerns regarding her claim. [redacted] can be reached at [redacted].

We thank Ms. [redacted] for her communication and we trust that this explanation closes 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 have contacted Esecuritel and were told by there supervisors that they were not authorized to make a decision regarding my complaint. They stated that Cricket was the only one that could authorize a reversal of their decision. Cricket is the company that adivised me to send in my phone under warranty, NOT [redacted]. A manager at a cricket corporate office even told me that it was a manufacturer defect and qualified for warranty replacement, and that was the recommended action I take.

Review: my plan is the ulimmited plan ,I want to add my wife to my plan and they keep telling me my account is locked and they cant unlock it so I cant add a line change plans or do anything , but they say I can buy a separate line in my wifes name but I wont save the ten dallars every month. I feel there doing this to get the extra money ,I have gone to there store four times they cant unlock my account, I have called customer service also still no help whats going on with cricket ?,can you help.Desired Settlement: I would like to buy my wife the same phone that I have and add her to my line and save 10 dollars like they advertise but ,cricket wont let me do that, please help.

Business

Response:

September 16, 2014

Review: Hello to Revdex.com of San Diego. I am writing to you because the company, Cricket Wireless, the headquarters is located in San Diego. I have been a wireless customer of Cricket off and on since November 2012. I have recently been with this current plan since December 20, 2013 as a return customer. The complaint that I'm filing deals with the fact they will not 'port' my current phone number to a new carrier that I have decided to go with([redacted]). What happened is that on Sept. 25, 2013 I contacted [redacted] wireless & informed them I want to switch carriers because of a promotion they offered. I also asked them if it was possible to keep my same phone number(to port the number). They complied & said they would contact my present carrier(Cricket) to arrange that. They did, as they informed me, but delays after delays up until today have happened. One point, [redacted] told me they had not been contacted by Cricket after the first request, so I asked [redacted] customer service to request again. I then called Cricket to ask them if it was possible to have my current phone number ported to [redacted] & Cricket's customer service informed me, Yes, that would not be a problem! I began contacting both [redacted]'s customer service & Cricket's customer service almost every day trying to get that number porting matter resolved. I spoke with a Cricket specialist named [redacted] who was kind enough and professional enough to handle my case. All that has been told me from both Spint & Cricket is that Cricket is not able to port over my current Cricket number to [redacted] because of multiple requests to have that done. It's supposedly a matter of security due to multiple requests. However, I told them I am the one who requested the multiple requests since time is running short in between the 2 plans. As of right now, the matter is still not resolved and I am definitely getting the run around from Cricked wireless right now. In the meantime my [redacted] account is activated & so is Cricket's. Cricket seems to be misleading me right now.Desired Settlement: Dear Revdex.com:I want to request that Cricket pays my first month of [redacted] service due this month, plus the remaining balance on my Cricket account for this month as well. I would have closed my Cricket account before September 30, 2014 (and paid the balance)had I known they would drag this matter to where they are definitely misleading me in to thinking they will allow me to use their number on the [redacted] network. All they had to say was 'NO' and I would have closed my Cricket account sooner.

Business

Response:

October 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] in regards to porting his Cricket phone number. In his complaint, Mr. [redacted] claims that Cricket is preventing his number from being ported out. Mr. [redacted] would like Cricket to release his phone number to [redacted], refund his remaining balance with Cricket, and compensate him for his first month of [redacted] service paid for by Cricket.

After reviewing Mr. [redacted]’s account, we found that we received a port request from [redacted] on October 11, 2014, which was approved and completed the same day. There were not any issues or delays with the port request on Cricket’s end.

Per our Terms and Conditions of Service, amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If an account is suspended or cancelled, for any reason, any remaining balance will be forfeited. Cricket’s Terms and Conditions can be found at www.cricketwireless.com/terms and Cricket recommends all customers check our website from time to time as these Terms & Conditions may have changed. These Terms and Conditions require the use of arbitration and an individual basis to resolve disputes, rather than jury trials or class actions. These Terms and Conditions limit our liability and the remedies available to you in the event of a dispute. Based on these Terms and Conditions Cricket will not be providing a refund for Mr. [redacted]’s service. In addition, Cricket will not be providing Mr. [redacted] compensation for his [redacted] service fees.

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.

[P.S. Did you not receive the information that I provided:below?? I sent it to you on 10/15/14 regarding this case below??

Review: The phone was purchased from: [redacted] - [redacted] RIVERSDIE CA 92503-4139PH: ###-###-####No details on return policies were informed to me at the time of purchase.The second day I wanted to return the device & cancel the service I was told of a re-stocking fee of $ 20.00 & that there will be no refund for the plan & activation fee. I paid a total of $123.32 & the lady informed me that I will receive $19.99 as a refund.Desired Settlement: I would like a full refund since I reported the cancellation the next day. Cricket is to make their return policies very clear since they have only a SEVEN DAY return on the device compared to most companies that have a 30 day policy.

Business

Response:

September 12, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: N/A

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] in regards to a refund request. In his complaint, Mr. [redacted] states that he would like a refund for his Cricket service that he cancelled a day after activation.

In his complaint, Mr. [redacted] did not provide his Cricket account number or the Cricket telephone number in question. An attempt to contact Mr. [redacted] was made on September 11, 2014 and again on September 12, 2014, using the telephone number provided, both of which were unsuccessful.

Per our Terms and Conditions of Service (www.cricketwireless.com/terms), amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If an account is suspended or cancelled, for any reason, any remaining balance will be forfeited. These Terms and Conditions require the use of arbitration and an individual basis to resolve disputes, rather than jury trials or class actions. These Terms and Conditions limit our liability and the remedies available to you in the event of a dispute. Based on these Terms and Conditions Cricket will not be providing a refund for Mr. [redacted]’ service.

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.

No one from Cricket has tried to contact me via email.

Review: To clarify my correct cell phone number is [redacted] for some reason complaint form rearranges it! My complaint is in general of Crickets Customer Service and quality as I have had enough of Cricket and am considering going with another provider. First of all the quality of the phones are terrible. I am constantly having to buy phones as they mess up not even dropped or anything! When I was with [redacted] I only had 1 phone over 6 yrs but with Cricket I'm having to purchase new one frequently in the 5 + yrs I've been loyal customer. Then your chargMed 15 dollar fee to do ESM swapo which is very overpriced! I just bought yet another phone the other day and wouldn't charge correctly! It had 1yr warranty and store associate did not want to replace handset would rather argue with me and FiNALLY after headache and hastle decided to replace my under warranty phone which shouldn't have even been a issue! The internet service is false advertisement they tell you unlimited in store and don't mention until you reach certain bandwith then they slow it down to point of unusable! That's not UNLIMITED however they don't tell you about bandwith up front your left to find out the fustrating way. Cricket advertises low rate plans however have very low quality phones, outrages fees for ESM swaps, poor customer service, false advertisement. I've NEVER had this much trouble with any other provider and after having to replace a brand new handset only 2 days after purchase I really don't feel worth my while to remain loyal customer after all these years dumping money into such poor quality phones and service with less than courteuous employees. If this phone goes out before it should as all the prior ones have ill be taking my loyalty and business elsewhere!Desired Settlement: I want the issue of poor quality looked into, be up front regarding bandwith cap, and outrageous ESM swap fees addressed!

Business

Response:

June 18, 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 is unhappy with Cricket’s quality of customer service. She states that she is not pleased with the quality of the phones she has used in the past and states that she has to have her phone replaced frequently. She states that she purchased a new phone recently and had to have it replaced two days later. She feels that Cricket’s $15.00 ESN change fee is an unreasonable charge. She feels that Cricket’s internet service is falsely advertised, that it is not unlimited and that is not communicated until she reached a certain bandwidth. She states that after exceeding a certain bandwidth, her service was slowed down to a speed that was not functional for her.

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’s mobile 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 Ms. [redacted] uses all of the full-speed data she has purchased within a paid service period, Cricket doesn’t cut her service off. Instead, we allow her to continue using reduced-speed data for the remainder of her service period. Reduced-speed data gives her 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.

Cricket allows customers to change their Electronic Serial Number (ESN) through the automated system for free; however, if the change requires a change in rate plan the ESN change must be completed by a Cricket representative. For example, if a customer is changing from a basic phone to a smart phone, Cricket’s automated system will direct the customer to a representative to complete the transaction. If an ESN change is completed by a Cricket representative, there is a $15.00 fee to process the change.

We regret that Ms. [redacted] is unhappy with her phone. She has completed the purchase within the last 30 days, and has the option of returning or exchanging it within this period of time. If she chooses to do so, we will gladly waive the $15.00 ESN change fee to switch devices. This will be notated on her Cricket account.

We have applied a $25.00 courtesy credit to Ms. [redacted]’s Cricket account on June 18, 2013, for any inconvenience this concern may have caused 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

Review: On Saturday, September 27th I inquired on the Cricket Wireless website about purchasing service and transferring my wife's cell phone number to Cricket Wireless. I never completed the checkout process however Cricket charged my credit card $83.99 and started the porting process of my wife's cell phone number. Let me state again that I NEVER gave consent to Cricket Wireless to charge my card or start the process of porting the number. I was refunded the $83.99 on September 29th however my wife's cell phone number will not work with her current cell phone company. I was on the phone with Cricket Wireless for two hours today, September 29th, trying to get this issue resolved. I was hung up on twice, told that there was nothing they could do, lied to by two customer service representatives, and finally told that they would start a case number that will take 24-72 hours to resolve; my wife will remain without a phone. The part that is so frustrating is that none of this should have happened. Cricket Wireless started the process without my consent.Desired Settlement: I would like some sort of retribution for the amount of time my wife is without any cell phone service.

Business

Response:

October 15, 2014

Review: I have applied for the lifeline service twice and I have been approved the first time they removed the discount they sent me a text and told me I would receive a letter telling me why I was removed. I have never received that letter. I went into the office on 4/28/14 and reapplied and the manager said he has everything he needs and he assured me the problem has been taking care of. On 5/12/14 I went online to pay the bill and noticed for the month of June the discount was taken off again. I called the location 21st st in [redacted] on 5/13/14 and left a message no one has returned my call. I called customer service and spoke with [redacted] she said I have to go to the store. She said I have to reapply again she does not know why I was removed and said I need to go to the store. Why do I need to go to the store EVERY month to get this resolved. I just started the service in March 2014 and I have applied twice and been approved twice and I have the documents to prove it. Cricket had not notified why the discount has been removed the second time. The first time I received a text but the second time nothing. I have not received a letter, email, text, or phone call and no one seems to be able to explain why the discount is being removed and why I have to constantly go and reapply each month.Desired Settlement: I would like the discount to be added and not removed. I qualify for the lifeline discount. I would like notification of why the discount is being removed my letter. To satisfy this I just want the discount to be on the phone service and stay on.

Business

Response:

June 2, 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 Lifeline. In her complaint, Ms. [redacted] states she has applied for Lifeline twice. When she was approved the first time the discount was removed. She received a text message that told her that she would receive a letter explaining why Lifeline was removed, but she never received the letter. On April 28, 2014 she visited a Cricket store and reapplied. The store manager assured her that he had everything he needed for the application and that it was taken care of. The discount had been removed again because when she paid her bill May 13, 2014 it was not applied. Ms. [redacted] states that she qualifies for Lifeline and is requesting that the discount is added to her bill. She is requesting an explanation for why the discount is being removed.

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 reviewing Ms. [redacted]’s account, her application for Lifeline was not approved because her phone number was identified as already receiving more than one discount with at least two other carriers. At the time of her application, Cricket was unable to request a Lifeline benefit transfer through [redacted]) as the customer was undergoing the duplicate discount resolution process with [redacted] has since completed this process for all customers in [redacted] and if the customer would like to receive the Lifeline discount through Cricket, she can now reapply. However, before applying for Lifeline with Cricket, Ms. [redacted] will want to contact any past carriers and request to cancel her Lifeline service with them.

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: In September of 2013 I contacted Cricket as my phone courier and I purchased a Samsung Galaxy S4. Shortly after my purchase the phone stopped working. In March of 2014 I purchased another phone of the same make and model. This time around I also purchased insurance in late August.A short time after purchasing my second phone it was stolen. At this time I applied my insurance to obtain a new phone and paid my $200 deductible as obligated by my plan. When purchasing the phones mentioned at NO TIME was I ever informed by any Cricket Associate that these phones would not be compatible with other companies. Apparently Cricket utilizes antennas very different from that of other companies with regards to its system fabrication. The insurance company mailed me my third phone of the same make and model and it too failed to inform me it wouldn't be compatible with other companies. After receiving my phone I went to Cricket to activate it. Imagine my dismay to find out that my phone is no longer being activated because the phone is from an old system and that they were only working with the new system due to AT&T having bought out Cricket.Now I have a new phone and am unable to use it, makes no sense. I feel cheated as a consumer. Had your associates mentioned to me at any time that this change would affect me I could have circumvented this from happening. Cricket personnel was aware the change would be taking place at the time of my purchases yet failed to inform me. To add insult to injury, when I went to address my problem with your associate he was very rude and informed me that they could only give me $100 and that it was my fault for purchasing such an expensive phone. My phone number in cricket was [redacted]Desired Settlement: I am asking for restitution and would like a Samsung Galaxy S4 that I may utilize with another telephone company or that I be reimbursed the $650 for the cost of my phone. I don't feel I am asking for anything excessive but rather to be able to use what I paid for an will await to hear a response.Thankst

Business

Response:

December 19, 2014Revdex.com

Review: I don't like the phone I got, I just can't work it. I went back to the store and asked the woman if I could return it and get another, more simple one. She said sure, but I needed some documentation that I didn't have. I have been back now 4 times and gotten an excuse every time, the managers out, the business is changing hands, you need to talk to someone who isn't there... This last time the manager said , " oh you can't return this it's been scratched". I live a half hour away from this store and have spent literally hours waiting to get this resolved. I have been a loyal Cricket customer for years. If they had told me, no you can't exchange this in the beginning, I would have been alright with that, but I feel that hours of my precious spare time has been wasted and I have been lied to. I am going today to another, corporate, Cricket store and buying another phone that I can use. This business, that is an independent retailer located @ [redacted] I feel is a very poor representative of Cricket as a company. I will never again spend my money there.Desired Settlement: Refund the 91.90 I paid.

Business

Response:

August 15, 2013

Review: Hello my name is [redacted] and I bought phone that cost me OVER 600!$!!!!!!! And now that are saying that soon my 600$ phone that's like new will no longer be useable? Now how can you sell me a phone and then a few months later say sorry your phone wount work anymore but sry. I mean come on they should have told me that when I bought the phone becuse then I wouldn't have bought it when I spend 600$ on a phone I exspect atleast a cupple years of service and I've had phones befor this for over 5 years on one phone so I think they are cheeting a lot of people out of a ton of money and I wount stand for it we have already contacted are lawer and he told us to call Revdex.com so that's what I'm doing thank you.Desired Settlement: I eather want all my money back and I'll rerun the phone or I want a 600$ phone that I can use on the new cricket network and nothing less.

Business

Response:

October

17, 2014

Revdex.com