Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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Complaints

This profile includes complaints for Cricket Wireless, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,271 total complaints in the last 3 years.
380 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/22/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cricket advertises HBO *** free with $60 unlimited plan. On site says with 1 add on. I have the $63 unlimited plan with 1 add on. I have a $55 amount grandfathered in for being a long-time customer. It says my plan details are unavilable. On my account it says I have the $63 unlimited plan with $8 cricket protect which is an add on. Talked to representative and then asked for supervisor. Supervisor offered to change my plan from $88 to well over $100 which would be ridiculous just to get HBO with ads. I have been a long-time customer and get less than anyone else. They should honor the plan that it says I have. No details are avilable but it shows I am on the unlimited plan with 1 add on.
Business Response
Date: 01/13/2023
January 13, 2023

Better Business Bureau
Online Complaint

Complaint No: ********
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In this complaint, ****************** states Cricket Wireless advertised HBOMAX free with the $60.00 unlimited plan with one add-on,and she has the $63.00 unlimited plan with one add-on. ****************** contacted Cricket Customer Support Team and was informed her plan can be changed to include the rate plan that includes HBOMAX. ****************** is requesting we honor her plan and include HBOMAX.

We reviewed ****************** account and found she is on the $55.00 rate plan with one add-on bringing her bill to $63.00. ****************** is not on the unlimited $60.00 rate plan; therefore, she does not qualify for the HBOMAX promotion.

On January 12, 2023, we contacted ****************** and advised her of our findings.

We thank ****************** for her communication and trust that this explanation properly addresses her concerns.

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Customer Answer
Date: 01/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to add that the business called me and was very professional. They listened to my concerns and I am satisfied with their response.

Sincerely,

***********************
Initial Complaint
Date:12/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for Cricket Wireless on 9/17/22 and intended to port from ********* The port was unsuccessful and I made multiple phone calls with Cricket Wireless **************** at ************** due to cell service not being activated by them. I also tried to activate the cell service online with no success. I paid for the $60 monthly plan as they charged my card and provided them with all of the information needed to activate the line. The billing period would have been 9/17/22 to 10/17/22. I received an e-mail right after the payment stating they needed to verify current wireless information which I provided them. Activation wasn't successful. They told me to contact my porting from carrier ********** which I did, and they stated there were no port blocks active on ********** end and something on Cricket's end hanging up the port completion. Cricket Wireless, after several attempts and several representatives, told me to call my bank for a refund since they couldn't get the port to complete. I disputed the 9/17/22 transaction with my card issuer but was not resolved in my favor because Cricket informed them that I received the service. From 9/17/22 until 11/12/22 I remained with ******** and until the second port attempt into Cricket Wireless on 11/12/22 was successful. I am respectfully requesting the $60 refund for the service I did not receive as it was not activated.
Business Response
Date: 12/29/2022
December 28,2022

Better Business Bureau
Online Complaint

Complaint No:18626718
Re: *******************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *******************************. In the complaint, ******************** states he attempted to activate new service but was not successful. He is requesting a refund for the payment he made.

We researched ******************** account and found his order was never activated. His number was not successfully ported.

We contacted ******************** on December 28, 2022 to discuss our findings. We agreed to make a one-time exception and requested a refund with our back-office team. Once ******************** refund has been processed, he can expect his refund back within **** business days in the form of a check.

We thank ******************** for his communication and trust that this explanation addresses his concerns.

Regards,

Cricket Wireless, Customer Support
1025 ******************
*******, ** 30319
/JL
Initial Complaint
Date:12/20/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to the ***** Drive location on Sunday, December 18, 2022, to purchase/replace a charger wire and another item for my uncle's phone, *****************************. He lives in St. ************************* in *******. The only wire they had was the 3 feet wire. I purchased the item. I went to the nursing home on the same night to give him the wire, but the wire was not long enough. He is bed bound, and the distance from him to the electrical outlet is longer than 3 feet. I went to the ******** store on Monday, Dec 19th, to see if they had a longer wire. The manager at the ******** store would not do a refund of the 3 feet wire since he does not carry it in his stock. I then purchased two packs of the 8 feet charger wiring from the ******** store. I then drove to the ***** Drive Store to ask for a refund of the 3 feet wiring because it is not long enough. My uncle has an old flip phone, so a specific charging wire has to match his phone. They would not allow me a refund because they have a policy to not provide refunds on accessories. I asked for the manager, and the manager would not allow for the refund. I asked if there was another level manager above her I could speak to, but there was none. I am angry and disappointed of this rigid no refund policy. This is not a customer friendly policy it seems. It does not allow the manager to exercise discretion. My uncle is in a nursing home. He is left with $38 per month after the nursing home uses his social security check to pay for his care at the nursing home. His Cricket phone bill is $30 per month. There are no land lines in the rooms for these residents. I have to use my own money to pay for many of my uncle's personal items, clothes, etc.I find the no refund policy to be heartless to those in a situation such as myself and my uncle. Profits over people. I ask for a refund of the 3 feet charger wire. If not, we will terminate services with Cricket and find another cell provider.
Business Response
Date: 01/04/2023
provided credit
Customer Answer
Date: 01/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:12/19/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a brand new iPhone 14 Plus on November 28th. The representative who sold it to me told me they were doing a Black Friday special and that included a free case & a screen protector etc etc I didn't double check the receipt on the way out of the store, now I come to notice I paid over $60 for those accessories that should've been free to me because of the Black Friday sale.I went to the store on 12-16-2022 to discuss this with the store associate but he couldn't assist me and just took down my information.I am very disappointed, I trusted that representative to do the right thing and scan everything correctly
Business Response
Date: 01/11/2023
January 11, 2023

Better Business Bureau
Online Complaint

Complaint No: 18601304
Re: **************

Dear Sir/Madam,

This ************** is in response to a complaint filed by **************
In this complaint, Mr. ***** purchased a new device from a ********************** Authorized Retailer. Mr. ***** was advised there was a Black Friday promotion that included free accessories. Mr. ***** reviewed his receipt, and found he was charged for the accessories. Mr. ***** is requesting a refund.

We engaged the leadership at Cricket Wireless Authorized Retailer, they contacted Mr. ***** and provided him with a charger. Mr. ***** was satisfied with the resolution.

We thank Mr. ***** for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Customer Answer
Date: 01/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**************
Initial Complaint
Date:12/19/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
December 3rd 2022 I made a payment towards my phone bill. My phone bill is 106 so I payed 50 dollars to extend then I made another 50 dollar payment 7 days later!! After that I had a payment of 20 dollars left and I made a payment of 10 dollars!! Which left me owing 10 December 18,2022 cricket turn my phones off for 10 dollars then told me I had to pay a ****** dollars again which is crazy I had services for 14 days and now I have to pay 121 dollars again!! I need help , I spoke to customer service, who couldnt help or understand I didnt have 121 dollars to give all over again I only had service for 14 days!! And now I have to pay 121 dollars again
Business Response
Date: 01/13/2023
January 12, 2023

Better Business Bureau
Online Complaint

Complaint No: 18608476
Re: *******************************;

****************************************** is in response to a complaint filed by *********************************. In the complaint, ****************** explains her experience with Cricket ********** program.

We attempted to contact ****************** on January 05, January 09, and January 10, 2023, but we were unsuccessful in reaching her. To investigate Ms.******** concerns, we need to be able to communicate with her. Should ****************** still desire assistance with her concern she may contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.

We thank ****************** for her communication and will be available should she need our assistance in the future.

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ********************
*******, ** 30319
/NG
Initial Complaint
Date:12/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new Iphone SE in the store on ********************* Plaza in ****, **. I logged somewhere close to 13 hours within two weeks trying to get this data issue resolved, going in to the stores, on 611, and with Apple support as well. And Cricket expected me to continue doing this troubleshooting with them. I lost my job and stats with **** due to this going on for so long. When on data only, various apps do not load at all. Uber, Maps, the App Store, ************** Chrome and many others were not working. With every reset or troubleshoot, the problem it would occur again. *****, the District Manager, in the end refused to reply to me. They confirmed that no other employee including a manager would be able to resolve this problem for me. Every single time I left the store or off the phone, it went back to the same issues; sometimes included the inability to text anyone back, or to even make calls. Tried resetting network settings, updating, replacing apps, Ive spoken to more than one manager and not even they can get it working for me. Got rid of the *** card and converted to an Esim; Same issues. New physical *** card: same issues. Cricket wouldn't let me return the phone after 7 days but it's no fault of mine that it doesn't work. I was not provided with services AS ADVERTISED. Progressive Leasing has done the right thing on their end and allowed a return and granted me a credit for the payments I already made.Cricket even told me that they would not unlock the phone for me under these circumstances. They quite literally expected me to pay for 6 more months of service under these conditions, and then they would unlock the phone. I was forced to convert back to my old phone just so that I can get service elsewhere. I am attaching all the expenses I incurred during the time the phone didn't work. I lost my stats and then my job with Uber over this; my main source of income. I have documentation for all expenses and loss of income.
Business Response
Date: 01/09/2023
January 9, 2023

Better Business Bureau
Online Complaint

Complaint No: 18603434
Re: *****************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by *****************************. In this complaint, ****************** is requesting to be compensated for her time attempting to resolve her device concerns.

We researched ******************;s account and found her number has been successfully ported to her new carrier and is no longer active on Crickets network. She also stated her device was returned for a refund. ****************** was also issued a refund due to a chargeback completed on January 4, 2023. Based on our findings we are no longer able to assist.

We contacted ****************** on January 9, 2023 and informed her of our findings. We explained her number is no longer active on Crickets network and was released on December 26, 2022.

We thank ****************** her communication and trust that this explanation properly addresses her concerns.

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/JL

Customer Answer
Date: 01/11/2023

Complaint: 18603434

I am rejecting this response because:
First, it is unclear. I need to know exactly what you mean. Are you referring to the **** of America dispute I initiated recently? I felt the need to do that because it appeared this message on BBB was being ignored. If you mean that Cricket will not contest that dispute and allow the full amount of that chargeback to remain credited to me then yes I will accept that. But I was also messaged something different in my e-mail directly from Cricket saying that they could not give a refund and that they'd be happy to apply it to my next service with Cricket. Let me be clear, I will never use Cricket again. Why on earth would I want money towards service with you when my service was terrible? My data service and my experience with your so called customer service was awful throughout all of this.
Please clarify.
Sincerely,

*****************************
Business Response
Date: 01/17/2023
January 17, 2023

Better Business Bureau
Online Complaint

Complaint No: 18603434
Re: *****************************

Dear Sir/*****,

This correspondence is in response to a rebuttal filed by *****************************. In this rebuttal, ****************** would like for us to clarify her refund amount.

We have agreed to issue a refund for ******************** last payment made on December 5, 2022. Since she requested a chargeback and was denied, we will have to issue a refund in the form of a check.

We contacted ****************** on January 12, 2023 and explain our previous response but were not successful. ***************** explained she would like responses in writing and communicated through email. We requested her mailing address to have her refund checked mailed but did not receive a response. If ****************** is still needing assistance, she can contact *****, Cricket Wireless Corporate Escalations Manager, at ************.

We thank ****************** her communication and trust that this explanation properly addresses her concerns.

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/JL
Customer Answer
Date: 01/17/2023

Complaint: 18603434

I am rejecting this response because:
I would love to receive a check for $50. I do believe Cricket should give me a lot more to resolve this but still, it's something. However, telling me a check will be in the mail doesn't give me a whole lot of confidence that you will actually follow through with it after I agree to it. That is why I selected "rejected business response"....I will agree to this and give you the address to send the check IF this claim can remain open until I actually have the check in my hands and am able to successfully cash it. I can not just take your word for it since your district manager also told me he would help me and then cut all communication with me. From beginning to end it's been extremely unprofessional and unethical behavior. The point here is that I have no confidence in your company to do the right thing now so of course I am skeptical. Never mind the fact that you said in your last reply that I requested that I be emailed personally and I didn't respond. Yes I want everything in writing, but on the BBB thread. I still have not been given a reply when I asked who was even sending the e-mails - there were two initials at the bottom of them. I asked for a name and an office where the person I was communicating with worked and now in this reply I finally see that information is more detailed. But to say you didn't hear back from me? That is incorrect. You ignored the last questions that I had. And that was where the breakdown in communication occurred. I will reply to the email with my address as I don't want to put it in the claim, but again, as far as I'm concerned this claim is not resolved until I have cashed that check. I will take a screen shot of my response via my personal e-mail, just in case, so you can't tell the BBB that I never responded with my address. I will await your check. I am sending the e-mail now with my address. Thank you.

Sincerely,

*****************************
Initial Complaint
Date:12/16/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid the business an extra $105.00 The business owes me $126.67 The business is committed to provide me a refund for $126.67 The nature of the dispute is that i did not recieve services.I have contacted the business to get my refund but they said they are a prepaid company and are unable to process refunds.I have attached a copy showing the amount owed to me by ************* includes the account number and phone numbers on there.
Business Response
Date: 12/29/2022
December 28,2022

Better Business Bureau
Online Complaint

Complaint No:18598040
Re: *****************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************. In the complaint, Mr. ****** is requesting a refund for the s last payment made on his account.

We researched Mr. ******* account and found he canceled his Cricket account on October 22,2022. His last payment was made on the same day. We would like to advise Mr. ****** of Crickets terms and conditions which state: Amounts paid for Service Charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your Account is suspended or canceled, for any reason, any remaining balance will be forfeited. Full terms can be found at www.cricketwireless.com/terms.

We contacted Mr. ****** on December 27, 2022 to discuss our findings.We agreed to make a one-time exception and requested a refund with our back-office team. Once Mr. ****** refund has been processed, he can expect his refund back within **** business days in the form of a check.

We thank Mr. ****** for his communication and trust that this explanation addresses his concerns.

Regards,

Cricket Wireless, Customer Support
1025 ******************
*******, ** 30319
/JL
Customer Answer
Date: 01/18/2023

Hello, i have made a complain ********, on december 16th. I got a phone call from the business "Cricket Wireless" on December 28th stating that they will issue me a refund check for the amount they owe me within **** business days. It has been 12 business days and i have not received the check nor i can get ahold of them through the phone number they had provided me *************). Is there anyway you can help me contact the business again to get an update? Thank you
Business Response
Date: 01/20/2023
January 20,2023

Better Business Bureau
Online Complaint

Complaint No:18598040
Re: *****************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *****************. In the complaint, ************ is requesting his refund check.

We researched ************** concerns and found; ************ has been refunded for his payment due to a chargeback request by his financiall ng institution. Since ************** payment was reversed,a payment was then due on his account. The process has been completed on our end.
We contacted ************ on January 20, 2023 and informed him of our findings. We explained he has received his refund and will need to contact his bank if he has any other concerns.

We thank ************ for his communication and trust that this explanation addresses his concerns.

Regards,

Cricket Wireless, Customer Support
1025 ******************
*******, ** 30319
/JL
Customer Answer
Date: 01/20/2023

Complaint: 18598040

I am rejecting this response because:

I have not received a refund. Its been almost a month and I havent received anything. I contacted the business numerous times through email, text and phone and they have not gotten back with me. I have attached proof showing that the business does not answer. And last time they gave me an update on the refund was on December 27th @ 4:06pm. I have not received the refund nor heard back from them since then. I know they just sent that email to act like they are giving me a refund then ignore it, i was their customer for 6 years and I know how they operate. This is very stressful to be honest, I have been lied to and sent from one department to another Since October 2022 and they havent resolved anything yet.

Sincerely,

*****************
Initial Complaint
Date:12/15/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our entire area did not have service for 7 days, Dec 8 pm to Dec 15 am. This issue was relayed to Cricket by multiple people over the course of the week. When the issue was finally resolved I called customer service to get a refund on my bill. 7 out of 31 days came to $22.58. They could only credit my account $10 because I didn't call them when my service was disrupted. I didn't call them because I didn't have service and could not make or receive calls for 7 days. I finally accessed wifi 3 days into service disruption and let Cricket know through their text customer service I had already been without service for 3 days. At that time they said to contact them when my service became available again and they could credit the bill. They miraculously couldn't find the transcript of my chat that detailed the date of my service disruption and only had authority to credit my account $10 because I hadn't contacted them the first time until Dec 11. The tower that was disrupting our coverage had been reported prior to that day. I was charged for a service that I had not received for 7 days.
Business Response
Date: 01/06/2023
January 6, 2023

Better Business Bureau
Online Complaint

Complaint No: ********
Re: ************************;

Dear Sir/*****,

This correspondence is in response to a complaint filed by *************************. In the complaint, **************** explains that she was without service for 7 days due to cell tower maintenance. **************** requested a credit of $22.58, but the Cricket Care Team only t credited her $10.00. **************** was charged for a service she didnt receive and is asking for a refund.

We investigated ******************** address and confirmed that a tower was under maintenance.

We issued a credit to Ms. ******* account to cover the rest of the credit that **************** was due. On January 5, 2023, we sent her an email to inform her of our findings.

We thank **************** for her communication and trust that this explanation properly addresses her concerns.

Regards,

Cricket Wireless, Customer Support
1025 *******************
*******, ** 30319
/NG

Customer Answer
Date: 01/08/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:12/15/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought this phone a week ago. And somehow the phone is cracked. It don't look like just the screen protector. Looks like it in the phone itself. And being just a week old there should of been a 30 day money back on it. And I was told no it not the phone and she wouldn't even check and see if she could fix it or give me a replacement.
Business Response
Date: 12/22/2022
December 22, 2022

Better Business Bureau
Online Complaint

Complaint No: 18595793
Re: ********************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ********************. In this complaint, Ms. ******* states she purchased a phone a week ago and somehow the phone is cracked. Ms. ******* states there should be a 30 day return period. Ms. ******* would like to exchange the device.

We reviewed Ms. ******* purchase and found no insurance was purchased for the device. On December 20, 2022, we informed Ms. ******* of our findings and advised if the device is malfunctioning, she can make a warranty claim.

We thank Ms. ******* for her communication and trust that this explanation properly addresses her concern.

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Customer Answer
Date: 12/29/2022

Complaint: 18595793

I am rejecting this response because: I had bought the phone and not even a week later not only did my phone crack. My husband's did as well. I assume there is something wrong with the screen. And I have other issues with cricket and never had an issue getting it exchanged. Until now

Sincerely,

********************
Business Response
Date: 12/29/2022
December 29, 2022

Better Business Bureau
Online Complaint

Complaint No: 18595793
Re: ********************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ********************. In this rebuttal complaint, Ms. ******* states she purchased the phone and a week later her screen cracked. Ms. ******* would like to exchange her device.

We reviewed Ms. ******** purchase and found no insurance was purchased for the device. On December 20, 2022, we informed Ms. ******* of our findings and advised if the device is malfunctioning, she can make a warranty claim.

We thank Ms. ******* for her communication and consider this case closed as we are unable to further assist.

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Initial Complaint
Date:12/15/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family is being forced to pay Cricket Wireless for 2 more months for a cell phone line because of an internal system issue from Cricket Wireless not tracking my phone's usage after 4 months. Their policy is to unlock a phone for free if it has been past 6 months of usage. This cell phone is a ******** Galaxy S20 FE 5G phone that has been using the phone number ************ for the past 13 months. This is way over the 6 month requirement, and the customer service response was "we will have to have your phone continue on our service for 2 more months." This is literally forced payment/ purchase and I would like this disputed. I in fact lost 6+ hours total of my family's time to dispute this issue. I have a physical recording of the contact "*************************" agreeing to what I have said that they want me to pay for 2 more months just so I can unlock my phone. As a customer that has had my service with ********************** on ******** Galaxy S20 FE 5G for 13 months. It is my right to discontinue my usage of this cell phone service. I hope you can help with this issue, and in fact help me get payment from Cricket Wireless for the waste of my time.
Business Response
Date: 01/04/2023
DEVICE WAS UNLOCKED

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Cricket Wireless, LLC is NOT a BBB Accredited Business.