Cricket Communications Inc

Review: I purchase my galaxy s4 on November 29, 2013 through an independent company Fortiva in the amount of 279.00. I was told when I purchased the phone that I was getting the newest phone offered by cricket. Had no problems with my phone until July 31, 2014 when I wanted to add a line to my services. I was told that I could not add a line because my phone is on the old cricket network. First I was told I was told that I swoop my phone. Then when I got to the store I was told I could trade in my phone, which I get $120 credit towards another phone. When I asked could I get more then one phone I was told NO but I could get accessories. I have not had a phone a year and now I am not getting the best service unless I purchase another phone.Desired Settlement: I would like Cricket to either swoop my phone. Meaning I get another Galaxy s4 with the updated version to support the new network or return $219.00 so that I can pay off what I am still owing to the finance company so I purchase another phone.

Business

Response:

August 18, 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] stating her device will be obsolete once Cricket converts to the GSM network. Mr. Wathen would like a replacement device compatible with the new GSM network or a refund in order to purchase a new device.

On July 12 2013, it was announced publicly that AT&T intended to purchase Leap Wireless International (Cricket). The transaction was subject to review by the Federal Communications Commission (FCC) and the Department of Justice (DOJ) as well as other routine closing conditions. Until the transaction was approved and filings complete on March 13, 2014 we remained competitors with AT&T. Upon completion of the acquisition, we notified our customers of the upcoming changes and although the financial transaction for our merger is complete, we still have a lot of work to do in order to combine our brands. We will be upgrading our CDMA network to a 4G LTE GSM network and expect to stop offering CDMA wireless service in most areas as early as March 2015. Ms. [redacted]’s CDMA device and phone plan will remain the same until these changes are completed in 2015.

We are unable to provide a refund, nor a phone that is compatible with Cricket’s new GSM network. There will be ongoing promotions, incentives and phone trade-in options for Ms. [redacted] if she chooses to activate service on Cricket’s new network. We ask that she visit the nearest Cricket store for additional information.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

JF

Review: This is [redacted], I took my roomate-[redacted] to the Cricket Store in Arundel Mills, which I bought my cell phone from [redacted], I referred [redacted] to [redacted] was very nice, I have no quams with her, it's the Cricket Corp, that needs to be addressed, which I would have received $25 for a referral and [redacted] would have received $25 for the same offer, we did all the paper work I tried to put in the referral code several times from the [redacted] email and at [redacted] email, I called cricket support several times, they kept on saying wait and it will work, after several of times trying to put the referral in and calling support, then I had enough and I asked for a Supervisor, she told me I did not call the Support system and I waited too long, they lied, I dragged my roomate, [redacted] all the way to the mall to get this phone for the referral and the $25 rebate, which they lied about, [redacted] is disabled and we had to sit every 15 mins just to get to the Kiosk, Cricket is a liar, and false advertising, they need to either stop doing false advertising or pay up, very poor customer service and the Supervisor was very rude, not a help at all, as soon as I find some where else to go, I will take my service somewhere elseDesired Settlement: I would like to get my $25 and [redacted] get his $25 as promised, this Co should have a better reputation than it does, poor customer service, don't say you're going to give a gift and not give it,

Business

Response:

November 17, 2014Revdex.com

Review: In June of 2013 I made A one time payment. The next month they charged my card again. I calle cricket explainef it was a one time payment only. They refundedy money. I recently got a cricket phone. 'I tried to pay my bill over the phone. They are holding me accountable for the bill they refundef. They said "Get ypur friend to give You the moner. I do not believe I should be responsible for someone else'sbill just bbecause I made a one time payment for hin with my credit card.Desired Settlement: Delete Donnie Bowens bill from my account.

Business

Response:

April 24, 2014

Review: On or about March 7, 2014, my daughter reported to me that the phone was stolen from her purse while at a friends house. I went to the local Cricket store and explained that the phone was stolen. The customer rep. "[redacted]" looked at my account and it was discovered that the phone/number had been changed and was now under the name of [redacted] who supposedly lives in [redacted]. I was asked to make a [redacted] report and told that another customer rep. "[redacted]" would make contact with [redacted] and attempt to get the phone back. I made the [redacted] report on line with the [redacted] as I was told by the Cricket rep. [redacted]. I called her that same day and gave her the case number. When the phone was purchased I also purchased the handset protection program ([redacted]) as required by Cricket to cover the phone for loss, theft or damage until the payment plan was completed. Now Cricket is saying I must pay $300.00 for the phone which I don't have - it was stolen. I should be able to pay the $200 deductible as per original contract & have my phone replaced and continue to make payments on the phone to pay off balance. I never gave Cricket or anyone else permission to change my pin/phone number/address/ or name. I just want my phone to be replaced as per the contract. I cannot continue to pay for a phone that was stolen, being used by someone I don't know and all because Cricket allowed the change to my account without contacting me first. Also I feel that my identity was compromised. Now [redacted] is saying they will send the account to collections because of non-payment. (Account # [redacted]. I was making my monthly payments and feel that I followed all requirements. Now I cannot get any assistance from Cricket.Desired Settlement: Allow me to obtain a new phone as per contract - deductible - original agreement. Or if not then full refund of my money on purchase and all payment made on phone.

Business

Response:

April 23, 2014

Review: I went to [redacted] to show my ID to get my name changed. Recently got married. I did what they wanted even showed a currently address and old name the drivers license id had the new name on it. The lady wrote it down and told me she will call me when my name was changed. That was over a month ago and nothing has happened. I called about it and they keep telling me the same garbage. Go to corp store to change name. But you can sign up for service without a id online no proof of name.Desired Settlement: Change my name is all I want. I already showed ID.

Business

Response:

January 15, 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 was recently married and wanted to change her name on her account. She visited a store and presented her ID and current address and no changes have been made. Ms. [redacted] requests that Cricket change the name on her account.

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.

In order to change or update the name for the billing responsible party on an account, we ask that Ms. [redacted] visit a corporate owned Cricket location. She will need to present a valid I.D. and verify the AID on her account. The nearest corporate owned Cricket store is located at:

CRICKET, [redacted]

Review: cricket was called to troubleshoot a problem with the mobile data, 3g data that every night drops to 1x and floats between 1x and no data. the customer service rep explained that the company would refund me for the data that was unable to be used due to the troubleshooting. I explained that as a result of the troubleshooting, all of my data would be rendered used, and inquired if I would be compensated for the use of all 10gb plus the additional 22gb that would be required to restore my phone to working order. The answer was that no one in the call center could do that and the corporate office does not answer phone calls. And that any further troubleshooting steps would erase everything on the phone and would have to be redownloaded to the phone and that she calculated the refund to less than 1gb leaving me to purchase the rest of the data required to download everything back to the phone which would drain an entire month's pay. This was the 3rd call on the issue with the two prior times it supposedly "is solved, you should not have this issue again"Desired Settlement: A working 3g connection that does not drop data speeds every night on my phone w/o having to download everything again, at my own personal expense (disability pay)

Business

Response:

November 21, 2014

Revdex.com

Review: I went into Cricket on 5/8/2014 and had two phones flashed over to their services. They told me how in a few weeks that ATT And Cricket was coming together and I asked them will they carry 4G they said yes. They did not tell me that they was going to stop flashing phones. Two days after I called Cricket up cause the phone stopped working. They told me they was no longer flashing phones. I talked with the manager and told him what was going on. He allowed me to bring the phone in. They flashed the phone again and a few days later the phone start messing up again. I took the phone back in and was told ATT came into the store and took the computes to flash phones. I was told they can fix it for me to make phone calls but and give me a 20 dollar credit. I said no cause I know that they can use that if I file a complaint. I walked out the store called Cricket t find that the store did apply 20 dollars to my account. I asked them to remove it and was told no. I asked to talk with a supervisor and was told they will not remove it and when I told her I will file she told me to do it. They blocked my phone so that I could not call in. I used another number and got right to Cricket. I was given the run around they will not remove the 20 dollar credit. I went into Metro PCS which Cricket is sending people to on 5/27/2014 and had the phone flashed for 40 dollars and everything is working. Went over to Cricket and was told since Cricket and ATT is together people have 12 to 18 months to upgrade. This need to be looked into also. what type of program do they have in place for low income people who can not afford pay they full bill at times and have to get bridge paymentsDesired Settlement: If Cricket is going to Credit account for the 20 they should also apply the 40 dollars that I had to pay. I came in to Cricket and had my phone flashed before Cricket and ATT came together and that has nothing to do with me. They knew what was going on and they should have stopped flashing phones or they should have left the computers there for new flashes that was done before the Cricket and ATT deal which I am waiting on the FCC to look into that.

Business

Response:

June 11, 2014

Review: Cricket wireless sold me two new htc phones (2013) with the understanding that I was purchasing 4g phones at the time of purchase I was told by cricket wireless that my phones would be able to be used on there new 4g network when available. This was the only reason that I purchased the phones. These phones were purchased on payment plan because myself and my wife are on fixed incomes we are both disabled. I am a disabled veteran and my wife is disabled because she has stage 4 cancer. Clearly Cricket wireless lied to both us just for the sole purpose of purchasing phones that totaled over 600.00 that we can not use on their 4g network. I have brought this to the attention of our local cricket store where the phones were purchased and I was told the only thing that can be done is we have to purchase new phones again for us to have the 4g network availability that we were promised a year ago. It is not our fought that cricket wireless was purchased by ATT (ATT does not use CDMA technology) they use GSM technology which our phones are only CDMA technology. I would like to advise all veterans and active duty personnel to understand what cricket did and are not considering any resolution to fix this problem. They (Cricket) have left it up to us and clearly we could not afford to purchase these phones when we did a year ago and clearly should be not held responsible to make purchases now( to use 4g network) because of their company being purchased by a company(ATT). Please be advised this problem needs to be shared with all veterans and active duty personnel.Desired Settlement: Two new phones(at no cost to me) to replace the HTC phones that we have purchased in 2013 under misinformation from Cricket Wireless.

Business

Response:

June 10, 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 he purchased two HTC phones with the understanding that he was purchasing 4G devices. He was told that his phones would work on Cricket’s 4G network when it becomes available. He states he purchased the phones on a payment plan which totaled over $600.00. Mr. [redacted] states that his phones cannot be used on Cricket’s 4G network and upon inquiring with Cricket, he was told that he would have to purchase new phones. He states it is not his fault that Cricket was purchased by AT&T and that they use GSM technology. He states that his Cricket phones are CDMA technology. Mr. [redacted] feels he was misinformed about Cricket’s network and is requesting that Cricket provide two new phones to replace his current HTC phones purchased in 2013.

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.

On July 12 2013, it was announced publicly that AT&T intended to purchase Leap Wireless International (Cricket). The transaction was subject to review by the Federal Communications Commission (FCC) and the Department of Justice (DOJ) as well as other routine closing conditions. Until the transaction was approved and filings completed on March 13, 2014 we remained competitors with AT&T. Upon completion of the acquisition, we notified our customers of the upcoming changes and although the financial transaction for our merger is complete, we still have a lot of work to do in order to combine our brands.

As a current Cricket customer, there is nothing that Mr. [redacted] needs to do right now. His phones will continue to work and his monthly rates will remain the same. If he has a 4G LTE capable device, it will continue to work in areas where we have CDMA 4G LTE coverage (www.mycricket.com/coverage/maps/wireless). We will be upgrading our CDMA network to a 4G LTE GSM network and expect to stop offering CDMA wireless service as early as March 2015. Mr. [redacted]’s CDMA devices and phone plans will remain the same until these changes are completed in 2015. There will be ongoing promotions, incentives and phone trade-in options for Mr. [redacted], if he chooses to activate service on Cricket’s new network.

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

Regards,

Corporate Customer Relations

6380 S. Fiddlers Green Circle, Suite. 900

Greenwood Village, CO 80111

Consumer

Response:

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

This response is clearly a direct statement that is in conflict of what I was told. Yes my phones continue to work on the current cricket network, but will not work with the current GSM system 4G LTE The two phones that I have purshchased were purchased strictly because I was told that they would work on 4G LTE network The statement that cricket has offered as a remedy to my situation is clearly a LIE. Cricket has no intentions to upgrade their CDMA TECHNOLOGY for the current phones because if this was the case cricket would still be offering these phones that I have purchased. They are not. I'm not satisfied that I have spent over six hundred dollars for phones that will not work on Cricket's current GSM system and Cricket is not offering me any new phones to replace the ones that I have purchased. This email has been copied and sent to all veterans and to my regional vet rep to be disbursed for all veterans to be aware of crickets practices.

Regards,

Business

Response:

June 25, 2014

Review: On October 11th 2014 I opened two lines of service. With the opening of new service there was a promotional rebate offered for our two phones. We purchased the phones for $100 (plus tax) and were to receive rebates for them. I just received a notification that the rebate was rejected. I called to clarify they said the forms were incomplete. Both rebates were submitted AS COMPLETED by the store and in the same envelope. The person continued to ramble on and I asked to resolve it quicker as my time is valuable and I have to work. I was unable to resolve it even upon asking to resolve it promptly the representative refused more than once.Desired Settlement: I wish for the rebates to be honored in the amount of $100 and an additional credit of one month of service for my time and the inconvenience.

Business

Response:

December 8, 2014Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] in regards to a denied rebate. In his complaint, Mr. [redacted] claims his rebates were denied for incomplete forms. Mr. [redacted] would like his rebates fulfilled and a free month of service.

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 consulting with Young America, LLC (our third-party rebate provider), they confirmed Mr. [redacted]’s rebate was denied in error. Mr. [redacted]’s rebates have been resubmitted for reprocessing. Mr. [redacted] will be sent a prepaid card for the approved rebate within 10-15 business days. Mr. [redacted] can also track the status of his rebate at www.web-rebates.com/mycricket/Status.aspx.

Cricket will not be providing Mr. [redacted] with a free month of service as he requested.

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.

In addition to them recognizing that the rebates (note plural) were rejected in error, and the great inconvenience, I now look up the rebate and there are two problems. To begin the waiting period apparently has been "reset" in my case and therefore I have to wait longer. Worse, is that it reflects $50. There were TWO lines of service, TWO phones purchased and even in the businesses response recognize the plural of "rebates" not singular "rebate" yet they have now reduced it to only ONE rebate on their website. This is blatantly not only incompetence by the business but also false advertising as the promotion is still being ran on their website. They are only insulting me aby:1-not offering additional compensation for inconvenience to me due to their error

Review: After the Obots illegally monitored my phone call to Senator [redacted], thanking him for his work investigating the Lib Extremists targeting conservatives, such as me, for harassment, they added to their crimes by stealing my phone service for a day, & refusing to give me my number (I've had for 10 yrs ###-###-####) back. It has been 4 days, and Cricket still won't give me my no. back...& have the audacity to ask I pay them a $70 Reactivation fee!) My home no., for messaging, is ###-###-####. The temp. no. they gave me, is ###-###-####. I keep getting text messages to the previous owner of this no. at all hours of the night. (wonder when they stole her no.?) I'm concerned that the criminal Obot pol operatives may use my cell no. of 10 years (1644) to stalk & harass my family & friends with. Cricket keeps telling me they are "working on it!" They canceled my account & stole my no. in the middle of my prepaid term. They should wait before using a no., say 30 days, like landlines!Desired Settlement: Give me my no. back, and quit allowing others to violate my rights by illegally monitoring my phone calls.

Business

Response:

September

23, 2014

Revdex.com

Review: I canceled my plan on May 16th 2014 but was billed on June 6th. When I contacted the company they gave me the runaround and it took a month to be able find someone who could help me file a "request for a refund". Still haven't received it. Not ok that they stole my money and I have to wait for a refund.Desired Settlement: I want my $53.50 back. I also want to make sure that this doesn't happen to anyone else.

Business

Response:

July

28, 2014

Revdex.com

Review: They offer $5.00 off with autopay activation, the plan is $60.00 Autopay is $5.00, I got my new card from the bank with the new expiration date, just to go and change that information they charged the $60.00 instead of $55.00 and they said is their system and that they can not change it, because we are subject to the terms of service, adding a new expiration date is like adding a new card that is why they charge that.Desired Settlement: That they stop doing that, because if our cards get stolen or expired they always will be doing this, that is a bad business act what they are doing

Business

Response:

November 7, 2014

Revdex.com

Review: Chatted with Customer Service to unlock my phone. ###-###-#### Activated on 06/24 and paid 1st month. Then made 3 more payments on 07/24 08/24 09/24Unlock Policy states:"Your account has at least four (4) months of consecutive paid service using the device you want to unlock."That means you have to PAY 5 times. Even worse than [redacted] unlock policy.and even before the chat session finished, the Customer service hung up on me.Chat [redacted]scriptPlease wait while we find an agent to assist you.You have been connected to [redacted]: Thank you for contacting Cricket. How are you today ?NT [redacted] Help ticket # [redacted]: I requested to unlock my device the Cricket Nokia Lumia 1320 [redacted]: I will gladly take care of this concern for you[redacted]: Allow me a moment to work on this please :)NT [redacted]: OK[redacted]: we have a response on case [redacted]: OK[redacted]: we are not able to provide the unlock code since you do not match the requirements for get it . You need to have at least 4 month active services with the phone you requested the unlock code.NT [redacted]: Which I already paid 4 months in a rowNT [redacted]: May 2014 when I activated the phone I paid the 1st monthNT [redacted]: Sorry JuneNT [redacted]: and then July , August and SeptemberNT [redacted]: that's 4 payments for 4 months right thereNT [redacted]: How's that not considered 4 months of active services?[redacted]: Actually you started services with us on 6/24/2014 11:00:00 PMNT [redacted]: Yes, I paid the 1st month of service on 06/24NT [redacted]: then 07/24 08/24 09/24NT [redacted]: so 4 payment for 4 months of services[redacted]: from 6/24 - 7/24 ( 1 MONTH ) 7/24 - 8/24 (2 MONTH ) 8/24 - 9/24 ( 3 MONTH ) 9/24 - 10/24 ( 4 MONTH )NT [redacted]: and the payment I made on 09/24 will pay for the 4th month of serviceNT [redacted]: I do not owe anythingNT [redacted]: So far, I have prepaid for 4 months of service[redacted]: exaclty but you need wait until the 24Desired Settlement: I need my unlock code.

Business

Response:

November 3, 2014

Review: I have been having problems with both my phone and their coverage from day one. They sold me my first phone, a ZTE Source, and it had problems charging and was constantly dropping the calls. I called to complain, and they said that it was the phone, and that they would credit me one month at the Waukegan store for the $300-500 I lost in sales because of their phone and their coverage. I had to go all the way to Waukegan to get the phone because all the stores in Wisconsin had none, and I had to go to Waukegan to exchange the phone for another of the same model. Worse, they charged me $10 to get the new phone, and didn't call me when it came in. I had to call to find out. When I got the new phone, the month credit I was told I would receive actually turned into 13 days, but the Waukegan store told me I had to call to get it done. The same thing started happening with the new phone from the first day. They will not exchange it for any other phone, and they once again said it's the phone, which means I have to pay another ten dollars. Plus, their service is horrible. I can stand on the corner of 30th ave and 60th st in Kenosha WI, looking at three cell towers a quarter mile away, and have one bar of reception with the 3G icon showing 1x instead. They say they are switching carriers or something, and are providing no compensation for lost wages because of their garbage service. Nor do they warn people about this when they sign up with Cricket. False advertising.Desired Settlement: I want at least a six month credit to cover the $300-500 in wages I lost because of them (I work for [redacted], so I depend on my phone for my job), and a new phone of comparable capability that is NOT a ZTE Source.

Business

Response:

June 17, 2014

Review: I went to the Cricket Store saw a Promotion for 5 lines for 100.00 dollars a month.I asked about it and was told I had to buy a phone in order to receive this promotion.So I bought a phone put 5 lines on the account .I was told I am on this promotion and the end of March they took out 90.00 and some change.Then in April they took out 227.44.I went back to the store and complained the man made phone calls and said it will be taken care of.Come May they took out 227.44 again,went back to the store and they are saying I am not on the promotion.The man at the store is also confused on why they did this to me.They said they can not do anything to help me.I need help with this ,I feel like I was taking advantage of by this company.Now I am out 500.00 dollars and a phone bill of 227.44.They also told me the phone I bought was not the right phone because they are changing services.I was not told this when I bought this phone.Was also told I had to buy 4 more phones to get the new promotion for 4 lines for 100.00 month.Desired Settlement: I would like to be put back on this promotion and credited the over paid money back on my account.I feel I was ripped off .

Business

Response:

June 12, 2014

Review: My original handset broke in a matter that was covered for a "no cost" replacement by the manufacturer's warranty, and they have sent me multiple(4) replacements over the last month because none they can't get any of the replacements to activate onto my account. Every time I talk to customer service, they tell me it's something different that is preventing it from working. I finally took the 4th replacement and tried activating it (for the 1st time) on a brand new account with a new number and everything, and it still wouldn't work. The customer service representative then told me that I was going to have to buy a new SIM card for the phone, because the sim cards they were sending with the replacements were no [redacted]er compatible with the phones. Even though the replacement is supposed to be free, Im told I have to pay money to replace the sim cards, while I'm already out $55 for a months worth of service I paid for, BUT DID NOT RECEIVE! Also everyone I talk to customer service they lock the account for 24-48 hours, which they then say they can't do anything to help me until the account is unlocked, at which point the process starts all over again. They won't give me a refund, they won't credit the account, and they are doing absolutely nothing to help resolve the issue. All together I am out $163.12Desired Settlement: I would like the issue fixed immediately, with a full credit on my account for the, so far, month and 3 days of "un-rendered" services, and possibly an additional credited amount for the trouble I've been put through in the last month. Or I would like a full & complete refund for all of the cost of the phone and the "unfulfilled" (exceeding) one monthly service plan costs. A minimum cash amount of $163.12

Business

Response:

June 12, 2014

Review: I have been a customer for several months, I cannot access video messaging which is included in this plan. I was getting credits for not being able to use the service. I was told by Nelson a technical support technician that the service in question hasn't been available for a year! why have I been credited for the past two months? and why is this company still advertising the features if there non existant. I just don't feel that company is very truthful with its customers and are mis-leading the customer as well as false advertisingDesired Settlement: investigate this company! Ive also contacted the media

Business

Response:

September 3, 2013

Review: May 12,2014

Dear Ohio Revdex.com,

I need your help in getting Cricket Wireless at 2911 West Third Street, Dayton, Ohio 45417 to return my $120.00 for a LEMON phone that was sold to me. I would like an investigation to be open on this business for the disgraceful business

operation and my money returned to me. The next page states what has happened. Please, please help me get my money back. Thank you so much.

Sincerely,

[redacted] Page 2

May 12,2014

To Whom It May Concern,

This is a demand letter for Cricket Wireless to return my $120.00. I purchased a smart phone on March 31, 2014. Since that day I have returned to the Cricket store over 4-5 times because of problems with the phone. Each time I return to the

Cricket store, [redacted] and [redacted]-0 tell me they can fix the problem and that if I continue to have problems with the phone to just come back. On the 2nd to the last time of going into the Cricket store (May 11, 2014), I was tired, extremely tired of the phone. I just wanted my MONEY BACK or a WORKING PHONE. Sam checked the phone this time. The phone kept cutting completely off and not

coming on. He saw that. He did a few things in the computer and told me the phone was fine. Again, he said that if I had any more problems just to come back in and they would fix it. I don't have the GAS or TIME to come back to a Cricket store every other day or every two weeks ... That Sunday I was somehow able to contact Cricket customer service and when I told the people about my phone problem they told me that I had a warranty and that I needed to go back to Cricket and get a replacement phone. The next day (Monday, May 12, 2014) the phone was still turning off and when it would turn on it would literally take 5+ minutes to boot up. So, I returned to the Cricket store this time just to get my money back. Both Sam and a guy named [redacted]-0 were there. [redacted]-0 decided to help me. I

told him what was wrong with the phone and that I had come in the day before for the same problem. [redacted]-0 looked at the phone and asked me what I wanted to do. I told him that I just wanted my money back. He asked me if I would like to get

another phone. I said yes, and then [redacted]-0 told me that I would have to PAY THE DIFFERENCE for another phone. WHAAAAAT! ! ! ! ! ! ! I told him that I was not paying them any more money. I then told [redacted]-0 about my phone having a warranty on it and that it should be replaced because that was what the Cricket customer service people had told me. He said "Cricket doesn't run us we run Cricket, no, you don't have a warranty on the phone, if you want another phone then you need to pay the difference".

I told [redacted]-0 to just give me my $120.00 back. He said that they couldn't do that because it had been over 30 days and it was now 45 days after purchase. I pointed out that within the 45 days I had been in the 4-5 times. He just "yes, so what do

Page 3

you want to do"? I WANT MY $120.00 BACK!!!!! NOW THE PHONE DOESN'T TURN ON AT ALL! ! ! ! ! !

This is despicable business practice. I want Cricket to return my $120.00.

My contact information is:

Mrs. [redacted] Thank you for your attention to this matter.

Sincerely,

[redacted]

Cc: Cricket Wireless

Ohio Revdex.com

Dayton, Ohio Mayor, Nan Whaley

Dayton, Ohio City Manager, [redacted], Ohio City Commission Office

Ohio Attorney General, [redacted] Ohio Congressman, [redacted] Ohio Congressman, [redacted] Federal Trade Commission

Bureau of Consumer Protection

Federal Communications CommissionDesired Settlement: I want Cricket to return my $120.00.

Business

Response:

June 10, 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 she purchased a phone on March 31, 2014. She has returned to the store several times because her phone does not work properly and each time the store employee would troubleshoot the phone but, it would not fix the problem. The store refused to return her phone because it had been over 30 days since she purchased it. On May 12, 2014 she went to the store and requested a refund for her purchase. The store refused to honor the phone’s warranty and only offered to provide a new phone which she would have to pay the difference for. Ms. [redacted] is requesting a refund in the amount of $120.00.

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.

We are unable to issue a refund to Ms. [redacted] for her phone purchase made March 31, 2014. All returns, refunds and exchanges are subject to the store’s return policy and cannot be altered outside of the 30 day return period. Ms. [redacted] phone may be covered under the manufacturer’s warranty. New Cricket devices generally carry a one-year manufacturer's warranty from the date of purchase. To make a warranty claim customers must contact the Returns Center at 1-800-274-2538 (option 4) or directly to our warranty support center at 1-855-654-7151 for assistance. The support center will troubleshoot the device malfunction over the phone and provide instructions for the warranty return, if applicable. Devices are generally considered to be defective and covered by the manufacturer's warranty (or the limited warranty for reconditioned devices) if the device has stopped functioning due to no fault of the customer.

Ms. [redacted]’ feedback has been forwarded to the Operations Manager who overlooks store operations in her area. Any training or disciplinary opportunities will be addressed with the store staff and management.

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

Regards,

Corporate Customer Relations

6380 S. Fiddlers Green Circle, Suite. 900

Greenwood Village, CO 80111

Review: In the month of September, I paid my son's phone bill and specifically asked for the 40 dollar plan. The representative who had taken my called charged my card for the 65 dollar plan without my permission. To resolve this dispute, a manager told me that I could not be refunded my money and that the money could not be placed back onto my card. However, the manager said because the representative had taken the money out of my account without my permission, that I would not have to pay a bill until December 20th of 2014. On October 20th, cricket sent a text to the phone in question, which stated that a 20 dollar payment was due. I called cricket and spoke with the manager and he said that there was no record of my conversation with a representative stating that I would not have to pay a bill until December 20th.Cricket wireless, seems to be a rip off company who takes advantage of their customers and do not practice business ethics when resolving customer issues.Desired Settlement: I would like for Cricket resolve this matter by extended the payment date which they had promised on my cellular phone.

Business

Response:

December 12, 2014Revdex.com

Review: phone over heats and freezes everything. I was charged for a phone that dont work right and before I pay any more money I want a phone that works right. plus cricket themselves know about the problem but just want more money for a another that wont work.Desired Settlement: I would like my money back for all the months ive paid for a bad phone and of all the running around they put me through. that way I can get a phone that works right. thank you

Business

Response:

November 26, 2013