Cricket Communications Inc

Review: I called to Cricket to advise them that the phone was stolen on 11/22/2013 and had the line suspended. At that time I changed what is called the AID number (pin number to access the account). I have filed a police report (incident number [redacted]). Since that time the account was trying to be accessed over 15 times. I go to pay the bill on 12/21/2013 and at that time I was notified cricket allowed someone to access the account and disconnect phone off of the account. I have taken every precautions to ensure the return of the phone upon the completion of the police investigation since the person who took the phone without permission also have my personal information and Cricket allowed for the device to be disconnected off my account. Now I have no way of proving the phone is mine (which is not paid for, I am financing the device through them) and was told by a supervisor today 12/23/2013 that it was my responsibility to keep up with my personal property. I would like to have this issue reported and rectified. Can you please help me? I dont feel that I am in the wrong and I dont feel that Cricket is trying to help to make the issue right.Desired Settlement: I would like for Cricket to be responsible with replacing this phone which was allowed to be removed from my account without my permission. The individual did not have the AID (pin) number to the account.

Business

Response:

December 26, 2013

Review: Was not able to take pictures or view my gallery, error message: SD card full.Took phone into store for help,the young man corrected the problem.The very next day the speaker for incoming and outbound calls stop working, I could not hear anything. Now can only use the phone in speaker mode to hear (not a good thing). Again took the phone into the store, was told my speakers are dead, it is nothing they can do,ask me if I had any headphones, my response, yes I do. I faithfully pay my bill.After this visit upon arriving home looking at the pictures and notice a picture missing (of myself)it may be others that I am not aware of. Also, Cricket monitor all my calls,when I dial a number before the phone starts ringing, I hear a really loud click, then the phone began to ring. only sometimes it will ring then I hear the loud click.but extract clicking noise is always there.Handset had no sound or very, very low.I stated to a friend when I text, I use the microphone, I do not type. The very next four hours, the microphone was not working.Desired Settlement: Replace the phone, and the picture deleted or moved please return,I was in a church service the other four pictures taken the same Sunday are in place.Thanking you in advance.[redacted]

Business

Response:

February 28, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states

that she is not able to take or view pictures on her phone. She is receiving an

error message that her SD card is full. She is also experiencing issues with

the speaker on her phone. Ms. [redacted] believes that Cricket is monitoring her

calls, and states that she hears a loud click after she dials a phone number.

Ms. [redacted] requests a replacement phone.

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 returns and refunds are pursuant to the return policy for location

where the product was purchased. Most stores accept returns within 30 days from

the purchase date. If Ms. [redacted] believes her current phone has a

manufacturer defect, we ask that she visit her nearest Cricket store for

warranty evaluation.

Cricket uses the latest technology to ensure that the contents of a

customer’s wireless conversation or data requests are not intercepted by random

third parties. Therefore, it is highly unlikely that conversations would be

intercepted.

First, we can unequivocally state that Cricket does not

support or condone the implementation of any kind of “spyware” on cell phones

for the purpose of exploiting customers’ personal information. From a technical

standpoint, we are unaware of any application specifically designed for this

purpose and would not knowingly allow it to be used on Cricket

handsets. If Ms. [redacted] feels strongly that her service is being

tapped, she may want to consider changing her wireless phone number or using a

different mobile handset.

We suggest Ms. [redacted]

visit a Full Service Cricket Store to have her phone inspected for defects or

account errors. While many people believe that noises such as

clicks, static or voices indicate line tapping, most wiretapping devices emit

no audible sounds. It’s possible that an internal account error is

responsible for the issues she has described. In addition,

“crosstalk,” or hearing other’s voices on the phone, is a common phone issue

when phones are tuned to the same channel.

Because Cricket uses the latest technology to ensure that the contents of Ms.

[redacted] wireless conversations and data requests are not being intercepted by

random third parties, it’s highly unlikely that her conversation is being

infiltrated.

We thank Ms. [redacted] for her communication and trust that this explanation

properly addresses her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

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

I am not satisfied with this resolution, because: I can't hear the sound is very low on all incoming and outgoing calls.

I must use the phone in speaker mode to communicate all phone calls. The phone was in a good working condition,

before taking the phone to the store. The reason for taking phone in has been corrected (SD card full) was not able

to view picture gallery or take any pictures. The speaker problem only happen after leaving store upon returning home.

Also, one of my pictures are now missing taken in a church service, I would like for that picture to be restored to my gallery.

Thanking you in advance,

Ms. [redacted]

Business

Response:

March 11, 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] regarding Cricket service. In her rejection, Ms. [redacted] states

that the volume on her phone is very low and that she has to use her speaker

mode to communicate for both incoming and outgoing calls.

Again, 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.

Our position on this matter has not changed. Ms. [redacted] will need to

visit a Cricket store for a warranty evaluation and options for a replacement

device. The nearest corporate owned Cricket store to Ms. [redacted] is located at:

Review: Bad customer service..made me wait 3hrs in line...45 mins on phone.half on hora on a store to tell me rudely that its not corporate..and they swap my calls back n forth.insist that they're giving me free phone when its not cuz I pay my insurance n they charge me a deductible ..lost money in my business cuz they couldn't provide me with a replacement phone right away..ppl on the customer.service don't know anything..I just want my phone or pay the diffrence of n equal value one..always give me attitude likeim asking them for a favor.I wanna change to something else..where they don't whatever they feel like with my money..its not the first time..should just go out of business if they can't treat customers right..willing to work something out ...call [redacted]..be fair..don't want anything free..u already made me lose business n customers ..I'm hoping u reach me n change my mind something that I like..NOT WHAT U WANT..how it should be for our money..tired of ur games..unprofessional staff n beat around the bush..Desired Settlement: Wanted a replacement fast but u couldn't do n made me lose my business n customers ..cuz I needed my hotspot internet for my business to turn in some work to a client who had already n I had to give him his money back..so now I'm willing to negociate a great deal..whether I pay the difference of the note 3..or some great deal to the s4..don't wanna hear u can't cuz its been done before..u did it with my previous phone that's now broken..willing to come to an understanding

Business

Response:

March 20, 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 experienced very poor customer service from Cricket. He was inquiring about a replacement phone and feels he was given the run around and transferred back and forth between representatives. Mr. [redacted] states that Cricket is charging him a deductible for a replacement phone.

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.

The Cricket Handset Protection Plan will replace the customer’s handset if lost, stolen or damaged. The cost of this feature is $5.00 to $10.00/month depending on the handset. Deductible amounts range from $20.00 to $200.00 depending on the handset.

Our records indicate that Mr. [redacted] received a replacement phone on March 11, 2014. We are unable to waive the cost of the deductible paid under the Handset Protection Program. As a courtesy, we have applied a $20.00 credit to Mr. [redacted]’s account. We have also forwarded this complaint to an Operations Manager for further review. Mr. [redacted]’s feedback will be used for any necessary coaching and follow up training.

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

Review: I purchased an Apple phone 5c. The battery went flat. I was told it was covered for a year.I was never told I could not have it repaired through an Apple store, so the Apple store replaced my phone. Cricket could not activate this phone. No one, EVER specifically told me Cricket was not authorized to do buisness with the Apple store. Cricket never offered to help me with the issue. I lost alot of money on this phone, Cricket an Apple do not have a partnership, and in between I have lost alot of money through out this situation.I paid for a very expensive phone and they were not licensed to do any kind of business through Apple. This was never explained to me, they are selling a product that is a loss for the customer, these details are not being explained to the customer. Cricket cannot offer technical support for apple phones and Apple is not able to help cricket customers. The Cricket customer is at a loss. Which is very unprofessional. There wasn't a solution offered at all. I feel I should recieve a refund.Desired Settlement: I DESIRE 250.00 FOR THE PHONE I LOST, AND THE AGGREVATION. I HAVE GONE BACK AND FORTH LOST 3 HOURS OF WORK, SITTING IN A CRICKET CORPORATE STORE TRYING TO RESOLVE THIS. THEY JUST LET ME GO WITH NO SOLUTION.

Business

Response:

April 10, 2014

Review: I wanted to cancel my phone subscription, I called and their customer service agent BOB gave me the run around. I paid for a month ahead on 4/18/14. I wanted to obtain a pro-rated refund and cancel my service. The agent said that it was not possible and I had to keep the service.Desired Settlement: I only want a partial refund and my service cancelled.

Business

Response:

May 1, 2014

Review: I have been with this company since December of 2013. My granddaughter was also on my account. Cricket was advertising; add up to 5 lines for $100. My daughter got on the plan also. The plan was just $85 because it was only 3 lines. By the way, the service is not that good to be paying rates comparable to other companies. Now, the bill is at $122. My issue is, how can you advertise or even start a new plan and then when people get on that plan you change it. We never signed anything saying that the rate would change and nobody ever said that the rate would change. So, I have a problem because the bill went back to the regular payment plan and didn't stay with what was offered. If this is the case, we will no longer want this service. I have other people that did the same and was not aware of this change. You can get people to come to your company and then change the next month.Desired Settlement: I would like the plan to go back as advertised. If it does not, I will have to leave. The service is suitable but not that great. So, really we was getting what we were paying for but for this price we will not do it.

Business

Response:

May 28, 2014

Revdex.comOnline

ComplaintRe: [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 Cricket was advertising 5 lines for $100. She states that her plan was only $85 because it was for 3 lines of service. She states her bill is now $122.00. She states she never signed anything that would allow her rate plan to change. Ms. [redacted] is requesting to return to the advertised plan. If this is not possible, she states she will go to another wireless provider. 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. Cricket determines pricing and promotions at the sole discretion of its business. Not all promotional pricing may be available to all customers in all areas. Certain promotions may require activation or purchase requirements. New customers activating service automatically qualified for Cricket’s 5 for $100 plan with the purchase of three of more smartphones. Existing customers with three or more smartphone lines can qualify by adding a new line or by upgrading a basic line of service to a smartphone. Our records show that Ms. [redacted] had two lines of service billed at $75.01 each month, one basic line and one smartphone line. On April 9, 2014 a third line of service was activated bringing the regular monthly bill to $122.26. Ms. [redacted] can access her account at [redacted] to view billing details or call [redacted] with any questions. In order to have qualified for the 5 for $100 promotion, Ms. [redacted] would have had to upgrade her basic line of service to a smart phone. Regrettably, we are unable to make exceptions to the promotion requirements and cannot offer this rate plan to Ms. [redacted] at this time. We thank Ms. [redacted] for her communication and trust that this explanation properly addresses her complaint. Regards,Corporate Customer Relations6380 S. Fiddlers Green Circle, Suite. 900Greenwood 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 am not satisfied because that is not what I was told in getting the lines added. Also, after adding the third line, the bill was $80. Not only are the representatives in the stores incorrect but also the person(s) responding to this complaint. This company is very inconsistent. One month, I pay the way that I was explained. After the first month, then it jumps over $40. No, I will not except this. I wanted other people to be aware of this before they made changes. The service is not equal to other companies, I have been with.

Regards,

Business

Response:

June 2, 2014Revdex.comOnline ComplaintRe: [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 her rejection, Ms. [redacted] states that the promotion was not explained to her when she added the third line of service. She states the first bill after adding the third line was $80.00 but then it increased over $40.00. Again, 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. Ms. [redacted] does not qualify for Cricket’s 5 for $100 plan because she only has two smartphone lines. The 5 for $100 plan is eligible for accounts within three or more smartphones and is not applicable to basic service plans. Ms. [redacted] can access her account at [redacted] to view billing details or call [redacted] with any questions relating to her monthly rate plan. 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: This company allowed someone to take my phone number to another company without my permission. They have also charged my credit card for the month and will not allow me to get a refund or get my number back.Desired Settlement: I don't want to deal with a company that allows someone to steal phone numbers and that won't help me solve it. All I want is my money back for the month of May. My card was charged on April 30th for May services. If they claim I switched companies why would they still charge my card and not issue me a refund? Bad business practices.

Business

Response:

May 20, 2014

Review: We visited Cricket retail store on 06/02/2014. We were going to buy a Motorola G cell phone and sign up for a joint month-to-month plan for $40 a month. We went into the store about noonish and were [redacted]. waited on us. [redacted] had never handled a sales like ours before. While she waited on us she also waited on multiple customers simutaneously. She did not know where anything was at, asked us for our PIN numbers out loud, (where other customers could hear) and constantly called other Cricket locations to ask questions about ringing our sale. She told us we needed to call customer service to port our old telephone numbers onto Cricket's network. Our bill came to $263.99 (Motorola G-$149.99, Activation Fee-$25.00, Bill Payment-$10.00, New Account Bill-$70.00). We finally left after an hour and a half of waiting.We returned home and immediately called the number [redacted] supplied us for Cricket Customer Service and asked for our old telephone numbers to be ported on Crickets network. The CSRs that we spoke told us that we needed to buy a new SIM card and go back to the store to have our numbers ported. We returned later that day about 4:20ish to tell [redacted] that she would have to port our new numbers. She has no idea how to do this. Again, she waits on multiple customers ahead of us and calls other Cricket locations to help her port our numbers. We are there another hour and a half while she she calls other employees who give her the wrong information and/or ignore her call. At this point we decide we want out. We wasted an entire day at this place with NO cell service on our phones. We ask for our money back and she voids the sale for the Motorola, activation fee and bill payment. She refuses to give us our $70 back for New Account. She calls her manager, [redacted], argues with him and tells us that he said we cannot have the money back. On 06/04/14 I speak with store manager, Casie. Further requests for a refund were refused. [redacted] said we were "lucky" we got $25 activation fee back.Desired Settlement: We would like our Visa card credited $70 as soon as possible. Our cell phones were never activated, we never received service and we cancelled well within 24 hours due to lack of service. We were never informed of the "New Account Bill final sale" and we never signed anything to that effect. Services were not rendered; we were treated horribly.

Business

Response:

June 18, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: Unknown (Cricket GSM)

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by S. [redacted]. In review of the complaint details, it has been determined that S. [redacted] is a customer on Cricket’s GSM network. At this time, our San Diego/Denver offices have not been integrated to support customers on our new network and only have the ability to support Cricket’s legacy CDMA customers. Please note, S. [redacted]’ complaint has been forwarded to our Cricket Support Team located at [redacted] Alpharetta, GA 30004, who will review his complaint and determine an agreeable outcome.

We thank S. [redacted] for their communication. Please contact Customer Service at ###-###-#### with any additional concerns.

Based on the aforementioned, we respectfully request that S. [redacted]’ complaint is closed at this time, because we cannot assist in this matter.

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 am not sure on how to differentiate the CDMA Cricket versus GSM Cricket. By all appearances, they seem to be the same company. [redacted] ,from Cricket Corporate office in Georgia, called us on 06/12/14 and said she would talk to the district/regional manager regarding the matter and would be back in touch with us. She also stated what the Louisville employees said/did to us was unacceptable. As of 06/18/14 we have NOT received a credit to our Visa card. I called [redacted] today (06/18/14) and left a message asking for a status update on the situation. As of 4:46 PM EST, my call has not been returned. Please keep the complaint OPEN as the issue has not been resolved to our satisfaction.

Regards,

Business

Response:

TO: [redacted] Louisville, KY 40217

FROM: Dairion Range, Customer Support, Cricket Wireless

DATE: July 1st, 2014

SUBJECT: Revdex.com Complaint Number # [redacted]

Ms. [redacted],

I received your Revdex.com complaint regarding a payment refund dispute. From my understanding, you activated service on 06/02/14 and needed to return the device within a short amount of time due to errors with the order that prevented the porting of your wireless number(s).

As you and I have discussed, the local store was not able to process your requested refund and, in turn, you have disputed the charge for service through your bank in the amount of $70.00 which has been successfully applied back to the credit card used at the time of purchase. As mentioned, I will be contacting this location for coaching opportunities resulting from your experience.

I apologize for any and all inconveniences you have endured as a result of this matter. Should you need further assistance with issue, please feel free to contact me.

Very truly yours,

Cricket Wireless Customer Support

Alpharetta, GA 30004

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

CC: Revdex.com

Review: I have been having problems with my 1o month old phone galaxy 4 ever since AT&T became involved. I have called numerous times with no luck. I need my phone to work. They have also taken unauthorized amounts of money from my account. I need this resolved.Desired Settlement: I would like my phone to work or be refund the cost of the phone. No more unauthorized withdrawals from my Account and $100 credit

Business

Response:

July 2, 2014

Review: I have had a prepaid account with Cricket for 3 years and I have auto pay. My monthly payment has been taken out of my account on the due date each month. This month July 2014 the payment was taken out 2 days prior to my due date. The due date is the 5th of every month. I have already paid for June 5th-July 4th. I called to cancel my service on July 4th, the last day that I have paid for. Then I found out that they have already taken the money for next month. The reason that they took the money early is because cricket merged with AO wireless which changed the "terms of agreement". I was unaware of this change until today. Cricket is refusing to give me my money back for the month of July 5-Aug 4. I will not have service for this month so I don't understand how/why they will charge me for service that I do not want and will not have.Desired Settlement: I would like a refund for $35 that was taken out of my account on 7/3/14. My due date is on July 5th and I cancelled my service on July 4th. I will not pay for service that I do not need/want. They were not authorized to take this payment early. They take my payment on the due date every month. Just because they are merging their companies does not mean that I should be adversely affected.

Business

Response:

Review: I purchased a Sonata ZTE 4g from the local Cricket store about one month ago, and last week it stopped working. The touch screen was receiving input that I was not providing and it kept attempting to ghost-dial an emergency number. The phone was completely useless after this issue started. I was told by the store employee to call a certain number to get a replacement phone, upon calling that number, I was told they no longer handle those claims and was given a new number to call. I called that number, and the man on the other had such a thick accent, I could hardly understand him. Even through the language barrier, I gave him the IMEI# for my phone and he told me they have no record of my phone in their system. After returning to the store, I was given a new number to call and they informed me that it would cost me $80+ dollars to replace the defective merchandise and that they'd call me the next day to get my card information. They never called. I had to go to the store, call the new service # and spend over 30 minutes trying to get them to replace the faulty item. Now I'm a week without a phone and it's costing me close to $50 to replace it. This is a predatory business practice that is fleecing their customers to replace defective merchandise. No other business will charge you extra to replace faulty goods, why are cell phone companies exempt from this basic premise of -any- business?Desired Settlement: I would like a refund for the costs incurred by their predatory business practice. They knowingly keep costs low by selling low-quality merchandise and when it stops working, through no fault of your own, they charge you a replacement fee, demand a hold on your account for the cost of the phone and then charge you for shipping. I would like the replacement fee and shipping costs reimbursed to me.

Business

Response:

July 18, 2014

Review: My husband and I were looking to change our service provider. We looked around at various companies and cricket showed that we could get service in our area for the best price. We checked the coverage map provided online by cricket and it showed that we had service. We then went to the store and checked the more detailed state map provided, which showed that we had coverage, and asked a few questions about the service. We then went home and discussed our options and decided that cricket would work for us. So we went back to the store checked the map again and then purchased the service and phones. When we got home we discovered that we did not get service anywhere in our area, even though the maps showed that we should have plenty of coverage. We gave it 24 hours to see if it would improve and it did not. So we went back to the store and were able to get a refund for the phones, but were told that they could not give us a refund of the $70 for the month of service. They gave us a number for customer service to call and talk with them about a refund of the service. We called that number only to be told that no one there can give us a refund. They refused to patch us through the their supervisors and continued to say that they could not give us that refund. As we were talking to them we pulled up the map online and it still showed that we should get service, but the people on the phone were saying that their maps showed that we did not. It is false advertising and misleading the consumer for the maps online and in the store to show that there is coverage in areas where there is not coverage. The people talking to us on the phone were all telling us different things about when and where we could have gotten a refund instead, but then turning around and saying that we couldn't have gotten a refund anyway. Each one was telling us something different.Desired Settlement: We would like a $70 refund for the month of service that we paid for and did not get.

Business

Response:

September

2, 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

refund request for service. In her complaint Ms. [redacted] states she purchased

service with Cricket Wireless due to better pricing, however she did not have

coverage in her house. Cricket’s coverage map indicates good coverage. Ms. [redacted]

is requesting what she paid for service which is $70.00.

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.

After

reviewing Ms. [redacted] address in Cricket’s coverage map we found she has

coverage in her area. In addition, per Cricket Terms and Conditions, we do not

guarantee the availability of the wireless network or any Wireless Services. We

do not have access to our network outside of our coverage areas. Coverage maps,

available on our website or in store, show a high-level approximation of

wireless coverage and there are gaps in coverage not shown by this

approximation; actual coverage may vary and be affected by terrain, weather,

foliage, buildings, signal strength, high-usage periods, customer equipment and

other factors. We do not guarantee coverage and our maps do not show actual

network performance.

Also,

any amounts paid for service charges are non-refundable and account balances

are not transferable, refundable, or redeemable for cash. If the account is

suspended or cancelled, for any reason, any remaining balance in the account

will be forfeited. Consequently, we are unable to refund Ms. [redacted] for

Cricket’s service.

We

thank Ms. [redacted] for her communication and trust that this explanation properly

addresses her complaint.

Regards,

Corporate

Customer Relations

Greenwood

Village, CO 80111

Consumer

Response:

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

The coverage maps don't even look be near any gaps in service. I'm not concerned about the performance of the service, but rather the availability of any service at all. I would have been fine if I only was able to use 2G service in my home, but couldn't even make a call until I walked into the middle of our street. The fact that we went back to the store and they pulled up the AT&T service map and the staff confirmed why we don't have service makes me sad. Every customer service person on the phone had a different story to tell and were all frankly not very friendly. I request that Cricket at least update their service maps so someone else does not fall into the same trap that we did, but still feel I deserve a refund on the service we never got.

Regards,

Review: I went into the local Cricket Cell Phone store in December of 2013 to buy a new "smart phone" of some type and upgrade my service to include internet for use with that phone. I told the sales rep. that I was wanting a new 4G phone to work with the 4G they were about to get. I had heard about them getting new 4G technology on local TV ads. She pointed out all the new phones they had gotten, for this new service they were about to start offering. I ended up purchasing a ZTE Source 4G phone. I also got a number of accessories for it, including an armored cover and a screen cover/protector. This totalled right at about $300.00 with tax. I also upgraded my service from a plan that was $30.00 a month to one that was $70.00 a month.I was told that the new 4G service would start when the merger with AT&T was signed, sealed, and delivered. and that it could be a few days, or a few months. After waiting a few months, and had no 4G service yet, I went into the store and asked about it. I was told that it was still up in the air, and would start as soon as the merger was complete, but it could still be a few more months.I waited a few more months, and went back in again. This time, I was told that the 4G system was up and running. She asked to see my phone, and when I showed it to her, she told me that it was one of the older phones, and I would have to buy a new phone to work with their system. I explained to her, that I had just bought the phone from them a few months prior, and it was supposed to work with this new system after the merger. She said that when they had sold the phone, that was what they were told, but it was incorrect, and I would just have to buy a new phone again. I asked if they were planning on making this right, and she responded no! They were told that these phones would work, and they don't, so the customers would just have to buy a new phone. I pointed out to her that they, Cricket, were the ones that told me this phone would work with the new system, and that they, Cricket, were the ones that sold it to me. And it was they, Cricket, that needed to make it right. It was their mistake, not mine, and they needed to replace the phone with one that would work on their new system. She said they would not be doing that.I asked her if she cared that I would be trying to get the state attorney general involved, possibly look into a class action lawsuit, not to mention they would be losing me as a customer for life. She responded with the same "canned response" that she had already given me 3 times during our conversation. "This is what we were told"! Like the fact that they were told by their supervisors in error, somehow made it OK to ripoff your customers. They just do not care at all that they ripped off hundreds of customers. Needless to say, if they do not fix this, I will do everything I can to see that they pay for this scam.Desired Settlement: I want them to replace the phone with a phone that works on their 4G system as promised, with the same value as the phone they sold me. This includes the armored carrier and screen protector that I bought with the phone, from their store.

Business

Response:

September

23, 2014

Revdex.com

Review: Signed up recently first phone recvd fine. 9/10/14 Ordered 2CND line porting in from NET10..CC was billed $83.49..no phone received..no status given on refund, got email stating your order was cancelled, spent hours multiple attempt on phone with porting depts..finally told I could re-order (Nokia LUMIA 630) ordered / charged MasterCard again same amt. Email received that number transfer was successful - still no email verifying phone shipment or order. Called multiple times through 9/15 and chatted online with CS. Each time was given false info or no info available. I inquired about 1) status of my refund..2) status of new order. Was told, "we do not have financial information" for online orders - asked for manager who did not assist either. Was told to call 1800 cricket ..when called they said, this is cricket legacy" we have to transfer you to new cricket, this happened repeatedly. called "corp cus" at ###-###-####..was told leave a msg and call back within 72 hours. when they called finally after 3 days...thought problem was FIXED SINCE THE PORT ISSUE WAS RESLOVED ACCORDING TO THEIR EMAIL. But Still NO confirmation of my order! /ANY OF MY FINANCIAL CHARGES!. IN MY OPINION AGAINST THE LAW AND FRAUDULENT! I DO NOT AUTHORIZE CHARGES TO MY CC IF CANNOT BE CONFIRMED BY VENDOR. BASIC COMSUMER /USA CITIZEN RIGHTS. WILL HAVE TO FILE COMPLAINTS WITH FCC/STATE OF NJ ATT. GENERAL IF NOT RESOLVED. THIS COMPANY OWNED BY ATT-OPERATES IN THE PHILLIPINES WITH NO REGARD TO REGULATIONS OR BUSINESS NORMS IN MY OPINION. THEY ARE RUDE AND UNTRAINED WITH BARELY BASIC ENGLISH SPEAKING. THEY ARE ARGUMENTITIVE EVEN WHEN THEY ARE WRONG! GIVEN FALSE INFO. I DEMAND FOR ONLY A US REP WHICH I WAS REFUSED. WHERE IS MY MONEY?? WHERE IS MY PHONE? STILL UNKOWN AND NOBODY CARES!NOW FOR NEARLY A WEEK. THEY HAVE NO RECORD OF MY CC TRANSACTIONS AND CONCERNED ABOUT DATA SECURITY OVERSEAS. CANNOT ANSWER BASIC QUESTIONS! ALSO CHANGED BASIC PLAN 3 DAYS AFTER I JOINED FROM 500MB -1GB AND REFUSE TO HONOR TO ME.Desired Settlement: COMFIRM ORDER AND ALL CHARGES/REFUNDS DUE,ITEMIZED LIST ALSO GURANTEE MY DATA IS SAFE - SEEMS TO BE MISSING!FULL REFUND PROMPTLY IF CANNOT COMPLYNEED A PHONE / PHONE SERVICE - WILL I EVER GET NY ORDER???I LOST MONEY ON TRANSFERRING / NO PHONE FOR FAMILY MEMBER IN WEEKALLOW ME TO SPEAK WITH CUSTOMER FRIENDLY REP KNOWLWDGABLE WITH WIRELSS DEVICE PLAN /BILLING AND IS LOCATED IN THE UNITED STATES WHO SPEAKS AND UBERSTANDS ENGLISH AND CAN COMMUNICATE EFFECTIVELY WITH CUSTOMER

Business

Response:

September

30, 2014

Revdex.com

Review: I went to cricket store located at [redacted],Ohio 44134 to purchase a new cellular phone on Thursday 09/25/14.I had a plan with radio shack cricket CDMA which they refer to as "old" cricket.I wanted to retain my present phone # which is called porting so I asked [redacted] the salesmen to begin the process he told me it would be done Sunday 9/28/14.He told me if I purchased a phone at that time I might lose my $.Friday 9/26/14 approximately 12 pm [redacted] from the the store called me saying the port was complete & I could pick up a phone & it would work with my # I asked why it was done so quickly she said that happens sometimes.I returned to the store at 430 Friday Amir was the salesman so he tells me the port isn't complete but sold me phone at 523 pm saying I just need time & will eventually work he tried for 3 hours to get phone working to no avail.So I left at 730 with my new phone not working I paid $99.99 for phone & $50 for a month of service.I called customer support at cricket at least 20 times between Friday & Sunday to ask for update or new information on the port status no one could help me or had any answers if the phone would eventually work let alone what date or time it might.I returned to store Sunday 9/28/14 about 1230 pm Amir was working again he informed me the port/ migration was lost & wouldn't even though Friday it was complete he said I might be able to get anew phone to work but I didn't want a new # the port was cancelled at that time I left at that moment.Ireturned Tuesday to cricket returned phone & was refunded $80.99.I understand they have a restocking fee & didn't want to refund $50 for service but they couldn't get phone activated & I spent 6 hours in the store & I can only imagine how many hours on the phone trying to get situation fixed.I called another cricket location & was told shouldnt take longer than 24 hours to port a phone #.I felt no one was interested in getting the phone working or might not be knowledgeable enough to port a phone # for a customer.Desired Settlement: I feel I should be refunded $77 which is what I didn't get returned from my original payment.They were unable to activate my newly purchased phone in a reasonable amount of time.I understand if I returned the phone because I wasnt satisfied with the service or phone but they were unable to make activate it for whatever reason.

Business

Response:

October

17, 2014

Revdex.com

Review: I went to pay my cellphone bill of 50 dollars, but my Fianc did not know if I would be able to so he sent his friend to pay it. His friend ended up pay the bill too and as a result of that, we tried to get on of the payments back. The store would not have that and said that they could not refund the money and that the two payments that were made were now for October and November. I think that it is ridicules to not give the customer back their money when it was accidently over paid. The thing that really upsets me the most is that the store didn't even say anything that the bill was already paid. That is defiantly bad business.Desired Settlement: Refund of the 50 dollars that was over paid.

Business

Response:

October 16, 2014

Review: Recently I purchased a Samsung Galaxy S4 in the amount of 600.00 this past February 2014. At the time of purchase, no Cricket employee and our representative informed me of such changes. If they would have in formed me of upcoming changes, I along with many others wouldn't have made the purchases. Now I'm being informed that I am going to have to purchase a new phone due to Cricket being purchase or merging with AT&T. I don't think Cricket's consumers should be affected in such a monetary amount by their business decisions. I'm looking to be either compensated on my loss or being issued an AT&T Samsung Galaxy 4 or higher for this inconvenience.Desired Settlement: Replace my phone with a Samsung Galaxy S4 or Samsung Galaxy S4 to be used on Cricket's New AT&T network.

Business

Response:

September

11, 2014

Revdex.com

Review: Purchased a phone(Galaxy S5)from Cricket Wireless.I traded-in a phone( unlocked Galaxy note 3)that they valued at $212.00. I brought Cricket's phone back during the return period of a week as I was having connection issues with their network and did not receive my trade-in or cash back for my trade-in that they valued at $212.00. They sent my trade-in to corporate two days after I purchased their phone even though I had 7 days to returns theirs. They should have waited to the 8th day which at that time I would of been under contract. They have received my phone for free as I was not informed that this was the process. Had I known, I would of kept my trade out of the deal while I tried their services.Desired Settlement: I would like to be compensated for my phone at what they valued it during my trade-in which was $212.00

Business

Response:

November 4, 2014

Revdex.com

Review: I have been a customer of cricket since I was 16 and I never received low service until now. I got a new account and the cost was 120$ I received a Nokia phone but the screen kept acting weird on the phone so they replaced it with a sonata 4g phone. It was OK until the screen began to go out on that phone as well the man said the phone is in good condition and hasn't been dropped the screen is going out for whatever reason.they sent me on a wild goose chase sending me from store to store saying they don't do warranty, only to end up back where I started. The man said he would do the warranty after first telling me to go store to store. We called in the warranty so they could get started but the woman had no record of my sonata phone in the system it was still under the Nokia they never finished the paper work correctly. The woman said they had to update my information and it would take 24 hours than I would have to wait five days and be without a phone. The man at the store gave me a 3g phone because he didn't want to go through the necessary steps with the woman over the phone. The phone he gave me is slow,freezies,singnal go in and out and I'm paying a 60$ bill every month for a phone that sometimes works.Desired Settlement: I paid 120$ for my account the phones all where crappy phones and the man said if I give him 40$ he would give me a sonata phone I had before brand new but when I asked instead of the phone you gave me why you just can't replace it since you are the ones who messed up the information and was to lazy to even finish it and update my account so I would like my 4g sonata phone and a full refund of the new account money I spent because of the unfair service and the crappy phones I received.

Consumer

Response:

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

Regards,

They are not being honest I contactes customer service twice on november 7th and 8th and they dont have my information in the system because the store manger hung up on the woman on the phone who was working with the warranty company. They are being lazy,rude,and dishonest about the whole thing I had a 4g phone which I pay 60$ a month for and he gave me a 3g that im using now and I still pay 60$ on and it moves slow freezes and more at this point I want to talk to yhe head of cricket because yje is unfair n unprofessinal. They are the ones being lazy and not willing to work or do the correct work on my account.

Business

Response:

December 9, 2014Revdex.com

Review: I purchased the phone and service plan on 10-09-2014, I received the phone via UPS on 10-10-2014, When I removed the phone from the box it had a cracked screen thereby making the phone useless. I called Customer service immediately and told them the phone was going to be returned and I wanted my money refunded. The Lady did a Buyer's Remorse and she gave a number that is listed below. She also gave me a return ticket for UPS I boxed up the Dear Valued Customer,We have received and will be returning to you the product that fails to qualify for credit based on Cricket's return policy. Please see the RA info belowPRODUCT IDSERIAL #RA #REASON FOR RETURN[redacted]PhysicalDamageThank youphone and sent it back via UPS. I heard nothing after several weeks and calling them almost every day sometimes spending over 2 hours on the phone trying to find when I was going to get my money back. I received the following via email I called them back and they were suppose to have a supervisor get back to me. I waited for the return call never happened I called them back again and again was told they did not know what was going on. I called and was told a company was suppose to refund my money They never did and when I call their number nobody answersDesired Settlement: I paid 113.00$ for the phone I want the money refunded as I am out that money that I paid for a phone that I received broke I hope you can help me

Business

Response:

December 12, 2014Revdex.com