Cricket Communications Inc

Review: I purchased three phones on 9/29/14 , spent over 400 dollars the sales girl gave me rebate forms to fill out . the deal was that I would get rebates for all three phones . I did everything I supposed to do and then a letter came in the mail stating that one of the rebates was denied due too a migrated account which I did not know what that meant. I called the number on the letter on 11/14 @ 1041 am and spoke to [redacted] I asked why this was denied he said it was because we kept the same number , I then asked well why didn't the sales girl say anything about it and why doesn't the paper work say anything about a migrated account . He then said that cricket was at&t now too . I asked to speak to a manager he would not put one on and I asked if he could mail me letter explaining what this means because I would not have spent this kind of money had I known the rebates where going to be denied . He also said no it is not denied wait a couple weeks it is still being processed . I explained to him again that the letter clearly states it was denied . I also told him I was going to file a complaint .After getting off the phone with [redacted] I checked the website for the rebate status and it said the other two rebates were denied due to Activation date prior to start date, which is clearly incorrect on the rebate forms itself it says 9/26/14 - 11/13/14 and I bought these phones on 9/29/14 . I think it is very poor business to not give what is promised to a customer .Desired Settlement: I would like to receive the rebates that I am due.

Business

Response:

December 9, 2014Revdex.com

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: On occasion, my payment due date is the day or two before my paycheck. I was advised by a Cricket store employee that when this happens I can use the My Account Feature on my phone to pay half or more to hold my account open for the 1-2 days until I can pay the balance. She advised that I can then pay my balance like I would normally do. (I normally pay my balance by texting in *Pay. It says pay balance.) My monthly payment is $168 for three phones. The payment was due Sunday 8/18. My paycheck was not until Mon 8/19 so I paid $100 on 8/17 to hold it open. When I knew my paycheck cleared, I "paid balance" on 8/20 for what I thought would be $68 as that is what my balance showed. Cricket then charged me $168 as the balance instead of $68. I called and they advised the *feature to pay is only for the total amount for the month, not the balance as noted. Okay, so the girl advised me wrong. I can see that could happen. I asked for a refund of my $100 overpayment and they REFUSED. They stated they will only refund the payment if I pay them an additional $68 to now show two full payments for the month and then they will refund me $168 but it also takes 3 days to finalize. They refuse to refund me the $100 unless I pay them more $$??? I have asked for a manager and no one will help me. I went to the store and they said only one store locally might be able to do anything but they don't have a phone # for them and they doubt they will do anything other than direct me back to the 800#. I am disgusted with this service; I simply overpaid my account and want a refund for the overpayment. It's not rocket science and they refuse to provide the refund of the overpayment without me first providing more money to them??? I keep getting the line that it's "Procedure" but clearly this is not good business practices - if someone is overcharged you refund them immediately - not ask them to pay you more so you can then refund them eventually.Desired Settlement: I want my $100 refund; and if anything in my account bounces in the meantime I want reimbursement for the fees and related fees from the companies I already sent payments & checks to that bounce because they made my account $100 less than it should have been. I had just the exact amount available to pay my bills and do not have the extra to just let $100 float out there like this.

Business

Response:

August 22, 2013

Review: I am trying to pay my bill on the Cricket Website but you can not select the submit button. When paying by phone they charge a $2 fee, if you go into one of the many cricket stores, they charge $5 fee. This has been going on for several months (at least five months). I have informed Cricket that their website is not allowing you to click on the submit phone, thus making you either pay by phone or go to their stores, this makes the consumer suffer for trying to pay their bill. Imagine the funds they are collecting if everyone has to either pay by phone or go to one of their sites.Desired Settlement: Fix the website. I have complained about this for several months to them.

Business

Response:

March 7, 2014

Review: I went to pay my phone bill they slid my credit card pull the money then tryed to print me recipt that I payed but there system was down so they swiped my card again to void the transaction and told me the money would be back on my card with 3 days so its been over 2 weeks and the owner is not doing anything to help me they have one of wprst customer service so now I had to file claim with my bank.Desired Settlement: 106.75

Business

Response:

May 7, 2014

Review: I WAS NOT SATISFIED WITH THE PRODUCTDesired Settlement: I PURCHASED MY ITEMS FOR $175.00 AND WHEN I TOOK IT BACK FOR A RETURN THEY ONLY REFUNDED $92.33

Business

Response:

August 14, 2014

Revdex.com

Review: To whom this may concern, I am Mr. [redacted], filling this formal complaint against this company by the name of AT&T Mobility the parent company of Cricket wireless, because I am a victim of fraudulent/ deceptive marketing , in addition, this company have violated the House of Representative bill HR 1123 of the Unlocking Consumer Choice And Wireless Competition Act for not providing my Network Unlock codes for my ZTE purchased phones ( was not purchased with any service contract, instead was bought outright ), and a violation of wireless number portability issue for not porting my wireless numbers on time. Here's my story, Last September 7th, I went to this store on [redacted] Los Angeles, CA 90047.Phone # ###-###-####. Supervisor by the name of [redacted], and prior to this store, I went to couple of them just a few days before . I am the consumer who was lured in by offering me a $50/ device in a form of mail in rebate Visa debit card and the $100/ line bill credit if switching from competing [redacted] (parent company), [redacted]; and or any of its subsidiaries ) ,instead I have been misrepresented, given countless times of unbelievable excuses to explain away company failures, run around and hard time. Company employees have knowingly committed fraud, by misrepresented their products to increase sales, and activations, in a form of false advertising, and deceptive marketing schemes. I just realize earlier today after speaking with an employee by the name of [redacted] Senior Specialist Vendor Management Customer Support her office address is: [redacted], GA 30004 and phone number is: ###-###-####, only today and not previously she and other employees have told me I do not qualify for the mail in rebate or bill credit promotion, and does not exist ,but then she had mentioned on her email last Sept. 22nd that the mail in rebate takes 4-6 weeks to apply on my account, also my mail in rebates photocopied forms have clearly mentioned offers good from July 11,2014 through Sept. 11,2014,furthermore, she have previously mentioned on our telephone conversation, I do qualify for bill credits and previous store employees, customer service representatives have said the same thing, but then earlier today after speaking with her on the phone she told me the opposite. I waited patiently for a resolution to my previous complaint of not porting my wireless numbers on time, wasted countless hours going back and forth to the store where I purchased these phones and services .I hold AT&T mobility accountable since they are the owner ,will benefit the most hiding behind Cricket and denying any involvement of shady business practice, by knowingly tricking, misleading ,and defrauding myself and I have reason to believe other customers, because I saw a lot of their customers switched from [redacted], etc, I have been and possibly others have been victimized by deceptive/ fraudulent mail in rebates, bill credit offers in exchange of leaving our previous service provider, in exchange for mail in rebates, and bill credits that does not exist. I appreciate your time and attention to this matter. Looking forward to speediest resolution, of my complaint, AT&T/Cricket company by sending me my mail in rebate visa debit card, bill credit, letter of apology, Network Unlock Codes for all purchased ZTE phones, and compensation for lost time,gas and effort. If you need to clarify or discuss this matter further please feel free to call at these numbers: ###-###-#### or ###-###-####, Address: [redacted] Los Angeles ,CA 90004 or email me back: [redacted]. Sincerely,[redacted]

Product_Or_Service: Other /ZTE Z740G and Z222/Group save

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

AT&T/Cricket company by sending me my mail in rebate visa debit card, bill credit, letter of apology, Network Unlock Codes for all purchased ZTE phones, and compensation for lost time,gas and effort.

Business

Response:

October

17, 2014

Revdex.com

Online

Complaint

Re:

Revdex.com

Complaint ID: [redacted]

Cricket

Account No: [redacted]

Dear

Sir/Madam,

This

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

regarding a mail-in rebate. In his complaint, Mr. [redacted] states that he did

not received a $50.00 mail-in rebate for a purchase of a qualified device. He

has contacted different customer service representatives and he has been advised

that no credit will be given. In addition to his mail-in rebate claim, he wants

all the unlock codes for all purchased ZTE phones and compensation for lost

time involved to resolve his complaint.

We

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

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

high standard is not met.

After

reviewing Mr. [redacted]’s account, our records indicate that he indeed is

entitled to the $50.00 mail-in rebate. Consequently, we have applied a credit

of $50.00 to his account on October 13, 2014.

Regarding

his request for unlock codes, Mr. [redacted] has not met the requirements to

qualify for the release of the unlock codes. The account does not have at least

4 months of consecutive paid service on the devices in question. Also, we only

provide unlock codes for Cricket branded devices once the requirements are met.

He can review details on Cricket’s web site at www.cricketwireles.com for further

details.

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:

Review: Cricket wireless, has for myself become horrible since they were brought by at&t. This is not my first issue with cricket. Below will be the latest conversation that I had with one of their representatives. I'm a customer, not an employee of cricket. Oh well, my computer isnt currently allowing me to copy and paste the latest correspondence with a cricket named [redacted]. I had the conversation sent to my email. So, it can be forwarded to the proper place.Desired Settlement: I would refund for three months of service at the least.

Consumer

Response:

Sun, Oct 26, 2014 at 10:13 PM

Review: I wanted to disconnect a line. I waited until it was time to pay my bill to do so but was told I had to pay the entire balance first. I paid the balance of 136.52 for three lines of service for the month. The third line was disconnected and I was informed that I would receive a credit of 62.18 towards next months bill. I received my bill and it was for two lines of service for 95.26. I went into the store on 5/10/13 and was told that the credit was given as a service adjustment. I asked how is that when last month I paid for three lines and this month Im paying for two lines. I was told I couldnt get two credits and was misinformed on how the credit worked. I was informed by an agent that I shouldve have disconnected the line before my due date and a credit for the unused weeks would not be given. I do not want to pay for a service I did not receive. I am due a $62.18 credit to my account.Desired Settlement: I do not want to pay for a service I did not receive. I am due a $62.18 credit to my account.

Business

Response:

May 15, 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 an account credit. In her complaint,

Ms. [redacted] states that she had three lines of service on her account which she

had paid for prior to disconnecting one line on April 9, 2013. Ms. [redacted]

states she was informed that she would be receiving a credit for the

disconnected line that would reflect on her next month’s bill. When Ms. [redacted]

looked at her bill for next month, she noticed it was for $95.26. Ms. [redacted]

states that this does not reflect a credit for disconnecting her line of service.

Ms. [redacted] requests a credit of $62.18 on her account.

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 when that high standard is not met.

After reviewing Ms. [redacted]’s account, it was confirmed that she did

disconnect one line of service from her account on April 9, 2013. Ms. [redacted]’s

bill cycle begins on the 5th of every month and ends on the 4th

of the following month. We confirmed that there was little to no usage on the

line of service ([redacted] that Ms. [redacted] disconnected during her April

bill cycle, and therefore we are able to apply a credit of $62.03 on her

account as a one-time courtesy. The credit was applied to her account on May

15, 2013.

We thank Ms. [redacted] for her communication

and we trust that this action resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I purchased a phone on the last part of Feb 2013. It was a Cricket [redacted] phone I paid 129.00 for the phone, plus 50.00 unlimited monthly service, plus 15.00 activation fee, plus 5.00 insurance fee, plus 3.00 monthly charge on each monthly bill. I ended going in the hospital March 7, 2013 When I got out after being there a month, I had my service turned back on a month and my phone was acting up. It never wanted to stay charged and I had to always keep my charger. then it start not wanting to come on. I took it to the [redacted] natural bridge n they said I had to take it to the original store or corporate. I took it to the original store and they said I had to take it to corporate. I took it too corporate and they changed the batter and said if it didn't work that I had to buy a new phone that cost 70 dollars deductible with my 5.00 insurance grant u I have not been able to make a phone call for three weeks out of the month. The tech had reset it and it kept making this beeping noise which it had been doing earlier. The next day I was turning it off n I turned it back on and it went completely out. No service at all. I call customer service and told them they offered my 25 dollars off my bill I told them that was not enough that I hadn't even gotten the chance to use the phone n they said that's all they could do I told them I wanted to speak to a supervisor and they had me on hold for 10 mins I hung up and I took it to the corporate off and explained what was going on and they said I could pay a 10.00 dollar shipping fee n get a new phone then said I had to pay the bill 1st. I told them I shouldn't have to pay a bill it was reset n that I didn't get to use the phone. then she said she couldn't help me unless I paid the bill. I told her I shouldn't have to pay a bill for a phone I haven't used for a month. she told me she couldn't help me and that I refused customer service and to go back and talk to them.Desired Settlement: I would like a upgraded new phone and one month of service free of charge, $100 in house coupon redemption for my pain and suffering. I need my phone to call my mom who is out of state n is sickly, I also lost my pictures of my son precious moments that cant be replaced.

Business

Response:

May 22, 2013

Review: I ordered a phone on line($451.31.00) thinking I was upgrading my service. The online process did not inform me that I would be getting a new service. I called immediately and was told that I would have to wait until they received the phone back before I would be refunded. This business is misleading customers by not informing them of all of their options before a purchase and subsequently making the customer wait 30 days for a refund. The customer service line is automated and rarely do you get a live voice on the phone unless you call technical support who is limited on what they can and cannot do for the customer.Desired Settlement: Full refund for my purhcased online phone ($451.00)and data plan that was charged for the month.($70).

Business

Response:

June 05, 2013

Review: recently set up a bridge plan to pay the payment into two parts. Tried numerous time sot get a hold of cricket wireless services from there 1-800 cricket and 800 274 2538 number but can not get a live representative. I want to get my return on the payment since I am no longer with cricket and moved over to T-mobile where the customer service is excellent in comparison the run around I keep getting at Cricket. All I wanted was a live rep. to talk to to get my money back and if I go to a corporate office they only refer me to the cricket wireless number which goes in circles and does not get me to a live rep. I am fed up up with their service.Desired Settlement: I want the refund of $34.00 a credited to my account; if they had decent service I would have stuck with them; but their inadequate services do not deserve my hard earned money. I also want my services stopped from the 3rd of June the day I started my new service with T-mobile.

Business

Response:

June 11, 2013

Review: PHONES BACKLIGHT WENT OUT COMPLETELY SUNDAY DUE TO NO FAULT OF MINE. WENT TO THE CRICKET CORP STORE TO HAVE IT REPLACED AND FOUND OUT THEY DONT CARRY IT ANYMORE. THEY FILED A CLAIM SAID THERE WAS NO CHARGE, NO MONEY WAS EXCHANGED AND THEY SAID THE PHONE WOULD BE IN WEDNESDAY. WEDNESDAY I CALL REPEATEDLY TO BE TOLD UPS IS RUNNING LATE. WHEN I GO INTO THE STORE TO GET THE PHONE AND AM TOLD I HAVE TO PAY $70. NOT HAVING THE $70 I LEAVE. COME BACK THE NEXT DAY TO PAY THE $70 I WAS REPEATEDLY TOLD I WOULD NOT HAVE TO PAY BECAUSE I NEED A PHONE AND SUPRISE... NO PHONE. THEY DIDNT EVEN ORDER IT. SO THIS PHONE THAT WAS RUNNING LATE BY UPS THAT WAS SUPPOSED TO BE FREE IS NOW $70 AND WAS NEVER EVEN ORDERED. SO I SUCK IT UP AND PAY THE $70. MY PHONES SUPPOSED TO BE THERE TOMORROW WE WILL SEE IF THAT HAPPENS. WHILE IN THE STORE IT TOOK 20 MINS JUST TO PAY THE $70 AND THE WAIT TIME WAS 2 HOURS WITH 5 PEOPLE ON THE LIST. IF LYING NON STOP TO YOUR CUSTOMERS AND MAKING IT A PRACTICE TO NOT DELIVER WHAT YOU PROMISE AND MAKING IT THE CUSTOMERS FAULT IT HOW YOU OPERATE I MAY NEED TO TAKE MY BUSINESS ELSEWHERE!!!Desired Settlement: WOULD LIKE THE REFUND OF THE $70 I WAS REPEATELY TOLD I WOULD NOT HAVE TO PAY. REGARDLESS OF THIS BEING AN ERROR BY THE EMPLOYEE OR NOT THE INCONVENIENCE OF 3 TRIPS TO CORPORATE STORE, NO PHONE FOR A WEEK, BEING BILLED FOR SERVICE FOR THAT WEEK, AND THEM NOT ORDERING MY PHONE AND LYING ABOUT IT IS ENOUGH TO WARRANT THAT REFUND IF NOT MORE.

Business

Response:

June 14, 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 device replacement. In her complaint, Ms. [redacted] states that the screen on her device began to malfunction. She states that she visited a Cricket store to have it replaced and found out that Cricket no longer carries her device. She states that she was originally told there would be no charge for the replacement and that the device would be ordered and would arrive that Wednesday. Ms. [redacted] states that when she came back on Wednesday there was not a replacement phone waiting for her, it had not been ordered. She was told by the representative that she would need to pay $70.00 to have the replacement device ordered. She states that she paid the $70.00 at the store and her replacement is expected to arrive June 7, 2013. Ms. [redacted] is requesting a refund for $70.00 due to the fact that she was misinformed and for her inconvenience.

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 Handset Protection Program (HPP) is replacement coverage available for customers if their device is lost, stolen or damaged. [redacted] is the company that processes and completes replacement claims. There is a $5.00-$10.00 monthly charge for HPP, depending on the device. The deductible amounts to replace a device range from $20.00-200.00, depending on the device. Full coverage information about Cricket’s Handset Protection Program can be found online at [redacted]

Ms. [redacted] replaced her device via Cricket’s Handset Protection Program. Her new device was received and activated on June 7, 2013. It was necessary for her to pay the deductible amount in order to receive a replacement. Regrettably, we are unable to provide a refund for the amount Ms. [redacted] paid to replace her device. On June 14, 2013 we applied a $20.00 courtesy credit to Ms. [redacted]’s bill for her inconvenience.

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: I first purchased this internet service in 12/2012, my data allowance was 4 GB...which lasted me 3 weeks and I was cut off til I re-upped my service on my bill due date a week later. I finally a month ago went in an paid for the higher plan of 7 GB's so I don't run out of data allowance an Cricket still cuts me off same time of the month. I call to complain an as usual get a non English speaking customer service rep. I have not changed my internet habits as I use my computer for one thing only as I tried to explain to the representative...I don't understand why I'm logged into the internet from [redacted], when my physical address is [redacted] and I don't understand why I get booted from the internet at least 20 times a session when I do manage to get online and still only get 3 weeks of internet to be cut off same time every month paying the higher price. I believe this needs to be looked into and I'd be willing to bet I'm not the only one having this problem.Desired Settlement: Im not asking for money...I want this investigated and I want a full 30 days internet and if the service is faulty, fix it...thankyou

Business

Response:

July 15, 2013

Review: I received a text message that said that I could reinstate service to my phone for "just $15". The message mentioned nothing about details, other charges, seeing the manager. The text message said simply get service reinstated for just $15. I go into the store and I'm told that the text is just to get you in the store. I told the associate that I was paying under protest because it definitely isn't just or fair. I was baited in by the $15 deal only to find out that the actual cost was $51 more.Desired Settlement: I would like the amount that I paid above the $15 promised fee.

Business

Response:

July 18, 2013

Review: I origionally bought a zte groove along with 3 accories totaling 195 dollars had problems with my phone so went to the corrperate store to go through all the trouble shooting things to resolve this issue but it wasnt until the last day of my 30 day peroid they told me it was the phone and needed to trade it then I got the htc desire c so all the accories they wouldnt refund or exchange that was fine now my current phone is deleting my memory card and apps I install then my phones internet is slow as can be and it also freezes up cricket refuses to do any thing about this matter saying I have to pay if I want something done if this store didnt sell me faulty equipment to begin with I wouldnt have these problems.Desired Settlement: to replace my phone for free and give me something im happy with and any problems I have with the new device to fix the problems at hand

Business

Response:

June 11, 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 phone. In his complaint, Mr. [redacted] states that he bought a phone at a Cricket corporate store and started to experience problems. Mr. [redacted] was then given a replacement phone in which he also began to experience problems with. The phone was deleting applications off of his memory card and would freeze periodically. Mr. [redacted] requests that his phone be replaced with one that he is happy with.

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.

On June 11, 2013, Mr. [redacted] visited the Cricket Corporate Store located at [redacted]. Mr. [redacted] was given a replacement device (HTC H1000C) due to the inconvenience that he experienced. A representative at the store confirmed that Mr. [redacted] left the store satisfied and can return to that location if he has any additional questions or concerns.

We thank Mr. [redacted] for his communication and we trust that this action resolves his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

I BEEN A CUSTOMER SINCE 4-26-13 I FIRST GOT THE ZTE GROOVE WHICH I HAD PROBLEMS WITH IN WHICH I TRADED THE PHONE FOR A HTC DESIRE C BEEN THROUGH 3 PHONES SO FAR CAUSE OF PROBLEMS NOW IM STUCK WITH THE DEVICE IN WHICH IVE SPENT OVER $100 FOR I CALLED THE COMPANY AND THEY REFUSE TO DO ANYTHING ABOUT IT A SUGGESTED SEND IT BACK TO HTC BUT THING IS I DONT WANT ANOTHER HTC PHONE NOT AFTER 3 MADE THE COMMENT TO GET THEM TO ALLOW ME TO GET ANOTHER PHONE FOR LESS THEN I PAID FOR THIS DEVICE WHICH THEY REFUSED FIRST THEY ARNT CONCERNED ABOUT THE FACE THEIR SELLING FAULTY EQUIPMENT NOR ARE THEY WILLING TO KEEP THEIR CUSTOMER HAPPY SO ID LIKE THIS MATTER RESOLVED PLEASE DONT I DONT BE OUT OF MY HARD MONEY EARNED FOR A PHONE THAT THE SYSTEM KEEPS CRASHING ON.

TO TRADE FOR A PHONE THAT WORKS FOR EQUAL OR LESSER VALUE AND TO START CARING ABOUT CUSTOMER SATISFACTION.

Business

Response:

August 30, 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 rejection filed by [redacted] regarding Cricket service. In his rejection, Mr. [redacted] states that he purchased a ZTE Groove on April 26, 2013. His device began to malfunction and he visited the store to exchange it. He was provided a new device on June 11, 2013, and now has the HTC Desire. He states that this device is now malfunctioning and he is not satisfied with the speed of the internet browser. He states that his phone is deleting his memory card and applications and that the phone freezes periodically. Mr. [redacted] requests a replacement phone that works.

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.

It may be necessary for Mr. [redacted] to visit a corporate owned Cricket location to discuss any device related concerns. Our corporate owned stores offer troubleshooting, replacement and warranty triage. Mr. [redacted]’s device has a one year warranty and can be exchanged if it is found to contain a defect.

Phones must be returned to the same store where they are purchased from and generally can be returned or exchanged within 30 days. Cricket authorized dealers may have separate return policies, so it may be necessary for Mr. [redacted] to inquire with the specific store where the purchase was made. The Cricket corporate store nearest to Mr. [redacted] is located at:

CRICKET, [redacted]

Review: on 13 AUG 2013 I made a payment to cricket in the amount of $38.59 for the September service. Later that day, I received a text message from [redacted] stating they were unable to charge my account balance for another month of cricket service. On 15 SEPT 2013, I resubmitted my payment in the amount of $38.59 and received a text message from [redacted] stating that my PAYgo top-up was successful. While reviewing my bank statement, on 19 AUG 2013, I noticed two different charges for $38.59, one on the 13th and another one on the 15th of August 2013. I immediately called cricket and spoke to an employee, ID NO: [redacted], who told me she would "escalate" my claim and would receive a refund within seven business days. While reviewing my statement , on 05 SEPT 2013, I noticed cricket had not refunded my payment and proceeded to call them. I spoke to [redacted], ID NO: [redacted], who proceeded to tell me that I received wrong information from my phone call placed on 19 AUG 2013, and that I could not get a refund since this was a PAYgo account. I told her the only reason I made a second payment was because I received a text message saying my payment did not process. Since she wasn't able to help me, I asked her to transfer me to her supervisor, but three different times she told me that he was engaged in other calls and that he said he would not be able to help me. I asked for the supervisor's name and employee ID, but she was only able to provide me with the first name, [redacted], and said his employee id was confidential. [redacted] also said the extra payment would cover my September service, however, I am no longer in need of this additional line.Desired Settlement: I would like to get a refund in the amount of $38.59.

Business

Response:

Review: I paid my bill with Cricket on 10/5/13 for the month of October, however I just cancelled as of 10/8/13 because I decided to go with [redacted] and had my number ported over to [redacted]. I called cricket for a refund of the remaining balance and they stated that all payments are final and I will not get a refund back without offering anything to me. I don't understand how I can pay for a bill and not get prorated if I don't use a service for a full month. I would like a refund or some kind of compensation for my hard earned money.Desired Settlement: I would like a refund or some kind of compensation for my hard earned money.

Business

Response:

October 15, 2013

Review: I placed an order for an upgraded phone as my old phone is broken via the internet on 11/08/13. Apparently there was an issue on Cricket's end, and the order never successfully processed, however the money was taken from my bank account. I immediately knew there was an issue and spent 3.5 hours on the phone on 11/08 trying to resolve the issue. Ironically EVERY department that I have spoken with says that their department cannot correct the issue, so to call this department as Cricket wireless cannot dial out even to another department within Cricket? I have 3 open invesigation reports that "go to upper mgmt" begining on 11/13, and was promised a call back within 24 hours. Today is now 11/19 (WAY more than 24 hrs) and stil no call. My bank finally released the hold that was placed from 11-8 on 11-14, however Cricket RESUBMITTED the hold on 11-15. I just want my money released!Desired Settlement: I just want the hold on my bank account released so I can access my money!

Business

Response:

November 25, 2013

Review: last December I, [redacted], went to a cricket store on [redacted] with the intention of purchasing a phone for my mom as a Christmas present. Got home with phone only to find that the new phone wasn't working properly. It was shutting itself off and dropping all the calls. The following day my mom went to the store to explain what happened and one of the attendance told her that all those phones they were advertising were defective yet,they were selling them to the public at a high price around $80.00. The clerk asked my mom to come back at a later time so the manager could figure out what was going on. They made my mom come back to the store two more times before one of the clerks tried to reimbursed the amount of $60.00 to my debit card. He did gave us $ 15.00 credit towards the next month bill( January) and told me that the $60.00 refund was supposed to be back on my account after the holidays ( apparently he tried to put money back on dec 30/2013).However, when I checked my account two days ago, I found that instead of disbursing the monies, they withdrew $60.00 out of my account twice and one those transactions overdrew my account costing me extra charges. I immediately called the store and spoke to the same person who originally tried to credit my account( his name is [redacted]) and he remembered the incident but still needed his manager's approval( manager's name is [redacted]) to give me the money back. I went to the store and dropped my bank statement reflecting both transactions they performed in error but his manager is reluctant to credit the account with monies they collected from my account. I consider this act to be fraudulent.Desired Settlement: I would like for cricket to refund the monies they have taken out of my account immediately and pay the overdraft fees their negligent cost.

Business

Response:

January 27, 2014