Cricket wireless failed to provide adequate signal to a mobile telephone device, this device was new and appeared to be in working order.
Following the 30 day return policy explicitly, the item was returned and a partial refund was issued. When customer service was contacted regarding a full refund, I was told that was company policy and full refunds did not exist irregardless.
I was informed that air-time, of which two minutes where used would not be refunded. Cricket wireless does not issue refunds under any circumstances including failure to provide service or any breach of agreement on their part.
At that time I informed the customer service agent that because of failure on their part I would be terminating all accounts including broadband. I was then transferred to another department that handles broadband.
During this process I spent a total of about 1 1/2 hours on the phone with four different people, all of whom apologized for ongoing problems that they had already been made aware of but where powerless to do anything about, all billing related. After finally being placed into a cyclic holding pattern of different menus thanking me for my broadband service but failing to connect me with anyone who was able to terminate or even discuss my broadband account, I called the head office located in my home city of San Diego. That phone number is (858) 882-6000 on Pacific Time zone.
It appears that no one in the company is either empowered or capable of closing down a broadband account. At one point I was tempted to ask the person if they where able to tell me what the weather was like on that side of San Diego - cloudy at the moment, but I digress. From the phone attendant who answers the phone to the marketing department, apparently no one is able to handle the basic request of disconnection let alone answer straight forward billing error questions created by the company that provides the service. The employee marching orders are to refer you to the toll free hotline which will connect you with a person in another country who is unable to really make any decisions for resolution or comment other than thanking you for your patronage and apologizing for problems.
After three hours of putting on my best polite face and being as patient as possible with outsourced customer service reps in either the Philippines or an unknown South American country, I gave up.
As I am an auto-recurring monthly customer, my only recourse was to call American Express and have Crickets' phone charges charged back to my credit card. I also have placed a hold against any further charges from Cricket and have documented my attempts to have the service disconnected.
Should Cricket Communications/ Leap Wireless attempt to collect charges after all of this, they can expect to be served with local court papers. I will also be contacting the California Public Utilities Commission and filing a formal written complaint against the above.
I consider this problem over. I am hoping that sharing this experience with others may dissuade a potential customer from being involved with a corporation like this.