Complaint Review: Cricket Wireless

I had ok service with my first phone with cricket so when they got the new sanyo andriod I upgraded to that phone and its service plan and had my original phone turned off. I informed the sales rep where I lived and he assured me all features would be available to me in my area. When I got home I found out I could only get calls and text so I called 1-800-cricket they forgot to switch my plan over, said I would now get 3g, video and picture texts and all other features including free ringtones mobile web etc. etc. Well I still don't have any of those services in my area! So I asked if I could change my plan back, I was told they would they didn't so I called and was told my original plan was not available to me but would be in the next couple of weeks if I wanted to call back. I decided to have my original phone reactivated so my husband could use it with the $35 a month plan that was supposed to include unlimited talk and text, he could make and receive calls and get text but we were never able to send texts. I called again and they were supposed to fix it and they still haven't. I went online and ordered him a new phone after sales rep told me a customer provided phone can no longer send text messages. I was supposed to get the phone overnight delivery but after 4 days I still hadn't received it. Yet again I had to call support only to be told the reason I did not get my phone is because they could not ship to a P.O.box even though the shipping form has an option to send to a p.o. box even the conformation letter I printed says "*Please note: all packages require a signature for delivery, unless the order is being shipped to a PO box." Then I was told I could not receive a refund until they received the phone back from FedEx (which should only take a few days) then they had up to 30 days to reimburse my checking account. I asked if I would be billed for the line I did not receive they told me no. So I waited and tracked the FedEx package so I would know when to count my 30 days. FedEx returned the phone to cricket on 10/30/2010 so I knew that I should have my money by 11/30/2010 at the latest. During my 30 day wait I tried to contact cricket customer service several times regarding my issues with the service on my first 2 phones, however wait times to speak to a representative always exceeded 20 minutes sometime in excess of 50 minutes not including the time spent on hold as I was transferred from one department to the next all claiming it was some other departments problem, I kept having to repeat my issue over and over to each person I spoke to and I often got cut off or my phone would go dead (mind you I always had 100% charge prior to calling cricket) many representatives had a hard time understanding English or spoke so poorly I couldn't understand them, forget about asking to speak to a manager or supervisor because they don't exist or you will be on hold for 2 hours only to be told they need to transfer you to some random department that will start the circle all over only to pass the buck or make promises they can't keep or just plain lie to you they'll even be rude to you and hang up on you. When my bill came due on 11/03/2010 I went to pay it online and it said I owed over $200 so here I called to ask about that and they told me that there was an error and that because of the inconvience I would only have to pay $36.61 for November service. I guess that was a lie or something I'm still not sure. I called on 11/30/2010 to see why I had not been refunded my money for the phone I never received and for the activation fee and all the other charges related to that phone and line, 4 calls and 7 1/2 hours later I was told to pretty much stick it where the sun don't shine. On 12/03/2010 my bill was due and I went online to pay it my bill is now $349.41! I have no idea how $61+$41=$349.41 but here I go again with the cricket customer support run around, they cut my service off the next day and refused me an itemized bill. I have called every day since at least twice a day. Spending an average of an hour a day on the phone with them, nothing can be helped nothing gets solved I even email to no avail. On 12/23/2010 I was told they had given me my refund on 12/02/2010 and they have credited $100 to my past due bill and my phones had already been turned back on and if I hadn't received my refund I need to take it up with my bank. So I called my bank the cricket rep laid to me. so I called cricket again that same day I was told no one ever told me anything about a refund or any credit to my bill and my service was still cut off until I paid the total balance of my past due account then I was hung up on when I asked for a manager. At this point I was bound set and determined to solve this issue once and for all! I spent a total of 12 hours on the phone with cricket I was yelled at lied to transferred again and again hung up on 4 times and put on hold for upwards of 30 minutes at a time. Fed up with cricket "support" I looked for answers elsewhere and was told to report to the corporate office and contact the BBB. I have also looked over my service agreement with cricket, my service is a prepaid service and if I don't pay $101.61 a month my phones get shut off no bills no surprises! HA! These are the services I have been paying for on my phone: UNLIMITED talk long distance text voicemail caller ID picture messaging video messaging call waiting 3-way calling mobile web call forwarding data backup international text Android Market html web browsing mobile email Google Mobile Service

What I have been given: talk text caller ID and voice mail (sounds just like the $35 a month plan only I have been paying $60 a month for it) this is what I have been paying for on my 2nd line UNLIMITED talk text caller ID and voice mail what I have received caller ID talk and voice mail. What I have paid for my 3rd line: A phone with a full keyboard $134.95 UNLIMITED talk text caller id and voice mail what I have received: No phone! No Service! No respect! A bill and a migraine!

I want my money for the 3rd phone, phone line and all associated charges deposited back into my bank account. This "bill" (prepaid services don't have bills) to be eliminated and I want to be refunded the difference in price between the $60 a month I paid and the $35 a month service I got and refunded for not having texting (that I paid for) on my 2nd line. I would like all this in a timely manner. They took less than an hour to take out my money why should I have to wait months to get it back? I want what is owed to me.

I have documentation of almost all I calls made to customer support and I also have kept all emails regarding this complaint. So far I have filed complaints with the BBB, FCC, FTC, the CA and AZ attourney generals and I have also notified the corporate office by phone and e-mail. My next step is to file a civil suit. Does anyone know if you can file criminal charges of any kind? I don't care what it takes I am going to get my money back! This company needs to be closed down the rotten crooks.