Cricket Communications Inc

Review: My grandfather, [redacted], is 75 years old, confined to a wheel chair, has impaired hearing and vision, cannot read nor write, and has mild dementia. He went to the Cricket store located at [redacted]Salem ###-###-####, and complained that he was having a difficult time using his Cronos Flip Phone. Sales associate [redacted] coerced him into buying an Altir Phone, which is similar to a blackberry style phone. [redacted] was berated by another sales associate and advised not to sell my grandfather the Altir because he wouldn't be able to use it, given that it has even tinier buttons and font than the Flip Phone. After experience with the Altir, my grandfather found out for himself that the Altir was even more difficult to use, so he returned the phone, and was told that he could not exchange it, so my grandfather purchased another flip phone, called the [redacted], which he is currently using. According to my grandfather, he returned the Altir the very next day. According to staff at the store he returned it 8 days later. Either way, my grandfather should not have been sold a telephone that he knowingly could not use. I realize the nature of all business is to make a profit, in this case, to sell more phones... but forcing the sell of a phone on a crippled, blind, deaf, and senile retiree is uncalled for.I spent an entire day at the store level trying to resolve this issue. I finally contacted District Manager [redacted] ###-###-####, and thus far the DM is unwilling to resolve this matter. He claims that he has no authority to do so. It is rather incredible to me, that a DM has no authority to grant a refund/exchange given these facts. Please note, the cost of the phone is a mere $60, but the unethical practice of taking advantage of an old man is priceless.The next person in the chain of command whom I could appeal to is the Account Manager, [redacted]; however, DM [redacted] refused to provide me with the contact information to reach her.Desired Settlement: I proposed to DM [redacted] a couple of rather reasonable options for settlement, all to no avail. I am open to any fair settling of this matter so long as the result does not end with my grandfather being taken advantage of.

Consumer

Response:

Attached is a copy of the POA authorizing me to speak on my father's behalf.

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: 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: Was not able to make payment on time on 5/23/2014, so I made the payment on 6/12/2014 (iPhone). Payed $54 for one full month of service. Was charged full amount and only given 11 days of service. On 6/23/2014 I was charged for the full amount of service again, even after I had told them that I had made my payment just 11 days ago. Went to try and fix the problem on 6/23/2014 and the supervisor told me that I could leave them and she would not care. The supervisor was very rude and it is not the first time this happens.Desired Settlement: would like my $87 refund for the month of service I was not given, this happened with two phones.

Business

Response:

July 1, 2014

Review: I purchase a speaker for my cell phone to play music on 3/30/2014 cost of $48.70 and when I purchase this I ask before I purchase this speaker that if not what I wanted can I bring this back and get a refund before I purchase the item and was told yes not knowing that once I purchase this item that I could not get a refund only exchange. This item has not work for my phone at all for the time when I purchase it went to to take back on 4/6/2014 is when I being told has to exchange item so store did not have item to exchange so went back and still have not able to exchange it mind that has to exchange in 30 days of purchase and it going on 30days and still not able to exchange did ask for cash refund or put amount toward bill still being told per manager and sales person can't do this spoke with manager on 4/27/2014 and this person hung the phone up on me. All I want is my money back or amount go toward my bill. What has happen to customer service in America business do not want to give refund only exchange seems to me all they want is profit profit no lose at anytime so where now I am not sure if I will be purchasing anything but food and clothes only cause if what is happen with business now.Desired Settlement: Just want my $48.70 back.

Business

Response:

May 13, 2014

Review: Cricket- [redacted] TN 37343. Cricket offers partial payment, aka bridge pay which may be set up 1 day after due date. Bill due 11.2.14. Bridge pay set up and paid 11.3.14. At this time, clerk adjusted phone plan to a plan with same benefits, cheaper cost. Clerk stated remainder of my bill due 11.10.14 would now be $37.37 as opposed to previous $50+.00. On 11.10.14, I called Cricket and asked for the balance due. Female clerk stated $37.37. I reported to the store 11.10.14 at which time male clerk again quoted $40.37, $37.37 for remainder of bill and $3.00 fee to pay the bill. I paid $40.37, was provided a receipt, and left. On 11.12.14, I awoke to find my phone disconnected. Per Cust Service Supervisor, they are "sorry", their 2 clerks provided inaccurate info, the lower bill will not apply until Dec, and I must report to the store to pay the remaining balance of my prior plan bill ($19.00) for my service to be reinstated.Desired Settlement: I would like to be refunded the 19$ that I will now have to pay additionally to have my service reinstated. I made a specific phone call just to check the balance prior to going to make a payment, as well as asked again at the counter. It is now an inconvenience for me, as I am at work until 4:00pm, will have no phone servie all day, and will have to leave work to report back to Cricket, again, to pay another fee. I would also like to be credited on an upcoming bill for the day without service.

Business

Response:

December 1, 2014Revdex.com

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: My complaint is 2 fold:1. I went to Mission Valley mall and the Cricket representative told me to switch plans so I can have 4G. I asked her 3 times if the plan was going to be the same. She said yes and turns out that I do not have I do NOT have the same features. I now do not have international text messaging [restricted to 35 countries] and I do not have unlimited calls to Canada. This is definitely a misrepresentation on the part of the sales representative. I have text messages on my phone proving that she tried to find ways around so I could text internationally. I asked for a FULL refund of what I paid for the service as I am NOT HAPPY. However, I was denied this. Furthermore, I was also denied access to a supervisor. I called customer care and the technical department and they did not even want to hear my complaint. I WANT MY MONEY BACK as I felt cheated of service for that month.2. Originally Cricket stated that they will unlock my phone after 6 months of service. I have more than 6 months of service and they have refused to unlock my phone. I stress out that I bought the phone [iPhone 5C] at FULL PRICE online. I WISH TO SEE MY PHONE UNLOCKED.Desired Settlement: For the two items I complained about, I wish:1. To get my money back - the $50 I paid for the service I could not use.2. I want my phone unlocked.

Business

Response:

June 30, 2014

Review: My account was paid online on 01/08/2014. The payment was process and paid to Cricket. The statement reported [redacted] Cricket [redacted] in paid status. Cricket disconnected my service for non payment and that their research team reported the they had technical difficulty that day and the payment was denied. There was a conference call with the credit card company and Cricket on 01/23/2014 and Cricket is refusing to refund the $49.79 because the claim the don't receive the funds. The credit card company informed them that they was paid and they needed to refund the money or turn the service back on. The credit company informed Cricket that there will be a dispute filled and their company will be notified. Cricket is refusing to refund the funds because they claim that they never received the funds and now demanding that I paid another $49.79 to restore my service.Desired Settlement: I would like my service restore immediately and one year of free service for the inconvenience

Business

Response:

February 3, 2014

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: 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

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: On August 28, 2013, the Cricket Agent said to me: "Sign up now and get a $5 credit on your monthly bills!" I signed up for auto bill payments. When I signed up for the service in June, 2013, I was allowed approximately 2440 Mega Bites of high speed web access, but with the $5 discount,225 Mega Bites of high speed access was deducted, and my Android speed was noticeably reduced. Cricket had reduced the monthly bill by $5, and reduced the high speed web access by 225 Mega Bites.I made several trips to the Cricket store at [redacted] Colorado Springs, Co, 80916, to find out what caused the decrease in my high speed web access. No agent could not find out why the decrease in high speed web access, so one of the agents made a decision to increase the high speed web access by 225 Mega Bites for that month, but after my automatic payment the following month, the high speed web access continued to be reduced by 225 Mega Bites of high speed web access. I moved out of Colorado Springs, CO to Columbia, SC, where there is no Cricket Service, and I cancelled my Android service. I ported out that mobile telephone number: ###-###-####, with a subscription to [redacted] mobile.Desired Settlement: My Android high speed web access continued to be reduced with the $5 discount for about 8 months. That is 5 X 8 which is equal to $40. [redacted]

Business

Response:

November 13, 2014Revdex.com

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: My monthly bill $52,11. However do to the rise in taxes to Cricket, from the government my bill increase by 12 cents. I do not receive anything; just additional cost. I am a Army disabled veteran; I answered no for military, because veteran was not an option.Desired Settlement: If this action is legal, than I will just terminate my business with Cricket.

Business

Response:

October

2, 2014

Revdex.com

Review: called cricket wireless about my cell phone service that I did not have service for 15 days that I wanted credit for time without service they only gave me $1.67 for the ajustment im not going to continue business with the company if they cheat customers this is the last time im going to deal with cricket communicatios and there poor customer service they expect customers to pay for servie they don't recieve I called on 10/18/2014 to fix the issue for the phone and I never got transferred to customer service I got the every department but that and sence they have no notes on file about the issue 15 days ago they can't credit the account I think that's not right I tryed to get a hold of them I was never transferred to the correct dept I tryed to explain that to the supervisor but she didn't care she was very rude to me. I called and talked to the supervisor on 11/2/2014 around 6;10 pm and it took maybe 45 min to have my problem fixed with my phone not my service is running good I think they should give me credit for the 15 days without service. thanks [redacted] cricket phone # ###-###-####Desired Settlement: they never did anything but fix the phone issue and only issued $1.67 credit.

Business

Response:

November 24, 2014Revdex.com

Review: On approximately March 17, 2014 I went in to Cricket to check on the plans that they offer. I spoke with a guy saleperson. He informed me that if traded in my Sprint Samsung galaxy phone for a Cricket Samsung galaxy phone I would only have to pay an additional $154 for services. This money could cover my bill for the next bill also. At that time he informed me that Cricket was joining a anothor company (AWO). I asked him if I changed my phone would it still work on the service he stated yes. He stated that I would not have to purchase another phone. Now I am told that I will have to purchase another samsung galaxy with gsm in March 2015. My phone currently works like crap and when I am outside my home it will not connect to internet. So basically I gave Cricket my $600 phone and now told that I have to buy another one. That is false advertisement because the person who took my phone knew that the cricket phone was not going to work on their system. I went to 3 cricket companies and they are saying the same thing. In March 2015 I should not have to buy a new phone.Desired Settlement: I am requesting that they replace my phone with the new Samsung galaxy phone that they have or give me back my money for the phone I traded in and the money I gave them.

Business

Response:

June 17, 2014

Review: I purchased a new phone and within 3 weeks it quit working. When I called in, the person said I could go back to the store and purchase a new phone then send the old one back by mail and get reinbursed. That turned out to be a lie! The new phone I purchsed has now quit working only after 2 weeks and the person on the phone from cricket says "SORRY" and if I mail back the 2nd phone I purchsed they will mail me a new phone in a few weeks. I guess I get nothing for the first phone I mailed back? The customer service at cricket is the worst I have ever seen!Desired Settlement: I want full reimbursement For the 2 phones that I sent back to cricket at a total of $201.38 and there is no need to send me another phone.

The zte phone is clearly a bad product!

Business

Response:

July 29, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states that his phone stopped working three weeks after he purchased it. He was told to go to the store, purchase a new one and send his old phone back by mail for reimbursement. The phone he purchased has not stopped working after two weeks and he was told to mail that phone back, to receive a replacement within a few weeks. Mr. [redacted] states he received poor customer service. He is requesting a refund in the amount of $201.38 for the phones he sent back to Cricket.

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. Please know that his feedback will be forwarded to the customer service management team for review, follow-up and training.

All warranty exchanges are processed by our warranty support provider Ingram Micro (IMM). We are unable to view his return or replacement status. We ask that he contact our Returns Center at ###-###-#### option 4 (Warranty Claims) or directly to our warranty support provider IMM at ###-###-#### for assistance.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

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

I've allready talked to the warranty dept. All they do there is put me on hold for 20 minutes and then hang up on me. I just want my money back for the 2 defective phones I paid for and sent back!

Regards,

Business

Response:

August 1, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

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

Again, we apologize to Mr. [redacted] for any inconvenience or poor service he felt he received. However, our position on this matter remains the same.

All warranty exchanges are processed by our warranty support provider Ingram Micro (IMM). We are unable to view his return or replacement status. We ask that he contact our Returns Center at ###-###-#### option 4 (Warranty Claims) or directly to our warranty support provider IMM at ###-###-#### for assistance.

We value Mr. [redacted]’s feedback, and based on the aforementioned we respectfully request that his complaint is closed at this time, as we are unable to assist further.

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Review: On March 3rd 2014, I purchased 2 Samsung Galaxy S4 phones from your Cricket Store located in the Fiesta Mall here in Mesa.. Their address is 1445 W. Southern Ave 1C Suite 1004, Mesa AZ. At that time I asked them to check out their Galaxy S4 and was also checking out their other phones as I was interested in upgrading. The gentlemen showed me the phones and then I decided to also buy one for my girlfriend as well. My total bill was around $1038. I loved the new phones and the 4G LTE service until about 2 weeks later I get a text about the AT&T and Cricket and AIO merger. Upon looking at the phones online I see a disclaimer that they wont work by next March. At that time I felt very misled because this was never explained to me about the GSM by the sales representatives nor was there any documentation about it in the stores and contacted one of your corporate reps [redacted] via email and I was reassured that I would be taken care of and that on 3/3/14 they didnt know at the time there was going to be an equipment swap required. The transcript is attached and was reassured we would be taken care of. Against better judgment I decided to not return the phones and continue to use cricket even though I felt like I was lied to and I trusted Howard because I have been a customer for nearly 12 years. A few months pass by and I get a text about the new cricket (attached). Now all cricket will give me is a $50 mail in rebate and $150 trade in. I submitted a Corporate complaint and got nothing. I now have two $500 phones that will become useless in a year. This is CRAZY! They want me to buy 2 more $479 phones!!!!Desired Settlement: I am requesting an executive escalation for this issue and I would ask that I also get this to the office of the president as well of AIO, Cricket and AT&T. I have been lied to by your sales people representing your company and when it comes to action to correct what happened, no one wants to help me. Like I explained to previous agents, if I didnt like cricket and AT&T I would have just taken me and my friends and family elsewhere as I can get the GS4 for free or $99 with a commitment. Additionally, when I asked what they will do for the rest of my friends and family about the 4g internet and phones I get the run around. I really do not want to abandon Cricket so I am asking for someone to be my advocate and help me do what is right. I am not asking for much more than swapping my GS4 CDMA phones to the GSM and maybe some answers with my other friends and family if possible so they know what their options are

Business

Response:

June 17, 2014

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