Complaints

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

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• 

  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Communications, Inc.

  319 N 84th St Omaha, NE 68114

• 

  Cricket Communications Inc

  PO Box 501430 San Diego, CA 92150

• 

  Cricket Wireless, LLC

  2176 Chambers Rd Jennings, MO 63136-4346

• 

  Cricket Wireless

  977 Northwest Plaza Dr Saint Ann, MO 63074-2207

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:12/14/2022

  Type:Sales and Advertising 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 phoned Cricket Wireless at ****am after discovering that my phone was not working. I was told that my father, ************************* called their services on 12/13/22 around 130pm and requested my phone number, ************ be transferred to a different carrier. My father is disabled, has had 3 strokes and lives in a care facility, I am his POA. He does not know how to do this. I made Cricket aware. The woman I spoke with stated she would listen to the phone call from the day before and call me back. Never received a call back. Called again around ****am. Spoke with a gentleman who said there is nothing he can do, whoever called had my PIN for the account, but he provided me with the phone number they called from (not a number I recognize) and told me that my phone number was now active with Locus (H2O) Wireless. I phoned ***** and spoke with them about the fraud and they confirmed my number was transferred to their services. I asked to please transfer it back, they said Cricket Wireless had to email them to get my number back. I called Cricket Wireless again at 100pm. I spoke with another gentleman who advised me that my Cricket Wireless account was logged into on december 4th, where my billing address and account PIN was changed. I confirmed this was not me. He then spoke to a supervisor, ****. After an hour, **** stated that he had communicated with ***** and they needed proof that it was fraud, and Cricket couldn't confirm this. Then **** stated that he would work with the other department to have them listen to the phone call from the previous day and that I should call back in 2 hours. I called back three hours later and wad informed by a different supervisor that **** had never submitted a ticket, he only noted that I spoke with him. I asked the supervisor to confirm that **** did nothing with my account and he hung up on me.

  Business Response

  Date: 12/30/2022

  December 30, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18576032
  Re: *************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *************************. In this complaint, **************** states she contacted Cricket Wireless because her number was ported out without her consent. **************** would her number returned.
  
  We want to assure **************** that her account security is a top priority for Cricket Wireless. After researching her account, we believe she may be the victim of identity theft originating outside of her Cricket Wireless account. The individual who accessed her Cricket Wireless account had enough information to authenticate her account and make changes. This individual may then have used ****************** phone number in an attempt to gain access to other accounts where **************** uses her phone number for verification. If she hasnt already done so, we advise *************** to file a police report regarding the suspected identity theft.
  
  We spoke with **************** on December 30, 2022, we advised we have retrieved her phone number. We provided her with a new account number, and we are sending a SIM card.  
  
  We thank **************** for her communication and trust that this explanation properly addresses her concerns.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

• Initial Complaint

  Date:12/14/2022

  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.

  We had used cricket wireless for years. My husband ended up with a new phone and it was not compatible with cricket. They wanted him to purchase one of their phones and he had already purchased a new phone that was not one of theirs. Because of this we chose to no longer use cricket service. We contacted mint mobile and had a three-way call between mint mobile, myself, and cricket regarding our switch to mint mobile. During that conversation I asked the cricket representative how the reimbursement worked. Cricket had just taken out $80 from our bank account the day before we switched services. The representative told me I had to file a complaint with the bank. Once I filed with the bank, the bank said there is nothing they could do. I then went to a cricket representative locally and they said that there is nothing they can do and we would not get reimbursed that money. I feel as though cricket has taken advantage of the automatic withdrawal and has kept money that does not belong to them. What should we do?

  Business Response

  Date: 12/29/2022

  December 28, 2022
  
  Better Business Bureau
  Online complaint
  
  Complaint No: 18575509
  Re: *************************
  
  Dear Sir or Madam:
  
  This correspondence is in response to a complaint filed by *************************. In the complaint, ****************** is requesting a refund. 
  
  We researched Ms. ******** concerns and found she has been assisted by Cricket Care.
  
  We contacted ****************** on December 27, 2022 to discuss our findings. She states her issue has now been resolved.
  
  We thank ****************** for her communication and trust that this explanation properly addresses her concerns.   
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /JL

• Initial Complaint

  Date:12/14/2022

  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.

  Either November 28th or November 29th, I made a visit to Cricket Wireless to purchase more hotspot data. I purchased 30 GB worth of hotspot data for $20 before taxes. Cricket Wireless like any other business should put their customers first, however they have failed to deliver on more than one incident. Not only was I misinformed about my purchase, being that my hotspot data would reset to the normal 15 GB once I made my monthly payment of $41 on December 5th. Had I been properly informed about my options I would have upgrade my plan instead of purchasing 30 GB just for my data to reset the following week. Today I made my concerns known to the local **************** service just for them to tell me, "unfortunately they are unable to find a solution for me.." whether it was added the missing data or reimbursing me the $20 I spent before renewing my service. Thank you to all that in concerns for your time and assistance in resolving this issue.

  Business Response

  Date: 01/05/2023

  January 5, 2023
  
  Better Business Bureau
  Online Complaint
  
  Re:Shabrii Dicks
  Complaint ID: ********
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by Shabrii Dicks. In his complaint, ************** explains how he was misinformed about his service options,and because of this, he paid for a hotspot feature that he was not able to fully use.
  
  We reviewed ************** account and confirmed the charges. On January 5, 2023, we contacted ************** and informed him that we were not able to refund the balance requested, but we will be happy to issue a courtesy credit to his Cricket Wireless account for the balance. ************** agreed to the credit.
  
  We thank ************** for his communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 ******************
  *******,** 30319
  /NG
  
  
  
  

• Initial Complaint

  Date:12/12/2022

  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.

  My family plan's cell service has been very faulty. Too many failed calls since the rollout of 5G+. I need my cell phone to work. I haven't been receiving what I paid for. My family doesn't have money just to burn. We have a medically fragile child. We need dependentable service.

  Business Response

  Date: 01/04/2023

  January 3,2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18564199
  Re: *******************
  
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *******************. In this complaint, ************** states that he has experienced network issues with dropped calls and text messages.  He would like the network to work better for him.
  
  We investigated **************** concerns and we found that ************** is in a good coverage area but there was a network issue at his location. The network team worked on the issue and conducted several tests and diagnostics to verify connectivity and validate incoming and outgoing calls and data sessions.  All calls and data sessions are now working properly.
  We would like to advise ************** of Crickets Terms and Conditions which state: All Device performance may vary based on your Device specifications including processor capabilities, software, memory and storage, and Device performance may impact access to all of our Services. We may periodically program Devices on our network remotely with software, system settings, applications, features or programming, without notice, either prior to, during or after service activation. These changes will modify the Device you use and may affect or erase data you have stored on the Device, the way you have programmed the Device, or the way you use the Device. You may be unable to use a Device until the remote programming is complete, even in an emergency. Devices purchased from Cricket or from any Cricket authorized retail location are sold exclusively for use with our Service, are designed for use only on Cricket's network, and no other, and may not function on other wireless networks. Our full terms and conditions can be found online at www.cricketwireless.com/terms .  Customers accept our Terms and Conditions at the time of activation and each month that they pay for service.
  
  On January 3,2023, we contacted ************** and he confirmed that the issue is now resolved.We issued a one-time credit to **************** account to assist with his poor experience.  
  
  We thank ************* for his communication and trust that this explanation properly addresses his concerns.
  
  Regards,
  
  Cricket Wireless Customer Support  
  1025 ******************* 
  *******, ** 30319 
  /NG 
  

  Customer Answer

  Date: 01/04/2023

   
  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 can confirm the business has corrected the network issue. This was not a wireless device issue but a NETWORK-base issue that is outside of the consumer's control. Furthermore, the business may have the right to update the network-based devices freely. The business has limited access and control over a consumer-based wireless device. Furthermore, there was no communication from the business outlining there were going to be a network outage or a complete loss of service. I'm under the impression other wireless companies are in the middle of upgrading their networks to 5G/+. 

  While I do appreciate the business investigating my concern. They did confirm there was work being done on the ****** near my place of residence. That work should have concluded. I can also confirm at this time all of my wireless devices on the wireless network are operating optimal now. I also appreciate the business crediting my account for the loss of service. We do recognize there are no network 100%-proof of network failure. In this case we're under the impression this was a network upgrade and as such communication should have been sent to the consumers who are on that network.

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/12/2022

  Type:Order 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.

  Went to switch from ******** to cricket. They made me pay before they made sure I could make the switch. So ******** wouldnt let me make that switch. And cricket will not give me money back. No refund. Nothing. Have me running around from customer service number back to the store then back to the number. It was $97.05.

  Business Response

  Date: 01/04/2023

  CLOSED

• Initial Complaint

  Date:12/12/2022

  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.

  Still having issues with a ******** phone. Same problems I have trying to get in touch with a *********************** who is in the ******** office. we thought the phone was fixed by sending me another phone, that one did the same thing as before so I have been though the same phone 4 times all together. nothing fixes these phones..I would like to get a different phone all together, in order to take care of this phone. I want the same amount as I have spent on this phone. The phone repeats it's self, goes out, freezes, can't make call's or receive them at times. I do need a phone for medical reasons. I hope you can help, cause *********************** does not return my call.

  Business Response

  Date: 12/29/2022

  December 28,2022
  
  Better Business Bureau 
  Online Complaint 
  
  Complaint No: 1857659
  Re: *****************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *****************************. In this complaint,********************** states she is having issues with her device dropping calls. 
  
  We opened a trouble ticket with our IT team to further investigate Ms. ********** concerns. Our IT team did not find any network issues in her area, and there were no reported calls being dropped. Calls being made are showing successful. 
  
  We contacted ********************** on December 28, 2022 and explained our findings. 
  We would also like to remind her of Crickets terms and conditions which state that: We do not guarantee the availability of the wireless network or any Wireless Services. You will 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.  Our full terms and conditions can be found online at www.cricketwireless.com/terms.  If ********************** believes she is still having issues with her device we recommend she contact her manufacturers warranty.
  
  We thank ********************** for her communication and trust that this explanation properly addresses her concerns. 
  
  Regards,
  
  Cricket Wireless, Customer Support 
  1025 *******************  
  *******, ** 30319 
  /JL

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18557659
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************; Cricket does not want to take care of this matter, when it has been a long on going situation. This phone should not be on the market. I am still not able to make calls or receive them without resetting the phone all the time. I am not getting through to them. ******** is the maker of this phone. I have tried to contact the same ************************* who is the Office Senior Manager with out response. as well. I should not have to pay for a replacement on this phone which I have had continue to have problems since buying this phone back in April of 2022. and have made several reports on. The Cricket *** wants me to pay yet again for another warranty on the same phone they keep sending me. I have dropped call's, repeated pages, missed apps I have installed, the phone shut's down, I have to restart the phone in order to make a call. or to get on the internet, This should not have to be done every time. this is the 4th phone they have sent since April. This is getting old. 

  Business Response

  Date: 12/31/2022

  December 30,2022
  
  Better Business Bureau 
  Online Complaint 
  
  Complaint No: 1857659
  Re: *****************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a rebuttal filed by *****************************. In this rebuttal,********************** states she would like to receive a replacement device.  
  
  As previously explained, we were not able to locate any dropped calls on Ms. ********** account. We advised for her to contact and process a warranty through the manufactuer,if she is still having issues with her device. ******************** is unable to replace her device for a different model.
  
  We contacted ********************** on December 30, 2022 and explained our resolution.
  
  We thank ********************** for her communication and consider this case closed as were unable to further assist.  . 
  
  Regards,
  
  Cricket Wireless, Customer Support 
  1025 *******************  
  *******, ** 30319 
  /JL
  

  Customer Answer

  Date: 12/31/2022

   
  Complaint: 18557659
  
  I am rejecting this response because: This is unreasonable.The only response I get from them is an email saying they can't help.I will not file a warranty complaint because again they want me to pay for yet another phone to rplace the same phone I keep having trouble with.. ************ 5 g stylus  phone is no good. I keep having the same problems with. there are times the phone won't ring. I miss call's the problems with this phone is too much to deal with. it also does not keep a good charge on it. So they need to replace this phone with something else. I am not the only one having trouble with this type of phone as per Cricket store has told me so. I have been going round and round with these people over this phone. I should not have to put more money out on this phone.Not to mention they want me to keep resetting the phone so it will work. Been there done that several times. I should not have to keep resetting this phone just to make a call.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/12/2022

  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 recently made changes to my phone plan and " upgraded" because crickett slows down service for some customers. Upon finishing making the changes at the final review screen (screenshot included) the app would not function properly and let me pay the additional $20 for the upgrade because I actually already paid more then my monthly bill. Then without any warning, notice or explanation they terminated my service for nonpayment even though I had a credit on my account over $100. Then wouldn't allow me to speak to customer service until making the payment which their app wouldn't take and charged me a $15 fee on top of it. Customer service said that it was my fault I didn't pay even though they in clear black and white showed no balance due at all. Then customer service told me too bad the app doesn't work I still have to pay the fee. Since I'm within 72 hours of the agreement I'd like out and a full refund

• Initial Complaint

  Date:12/09/2022

  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.

  12/7/2022 To the Better Business Bureau,My name is *******************************. I am emailing to file a formal complaint against Team V.I.P. 716 *** in the hopes that the Better Business Bureau will resolve the situation. Receipts to corroborate this story are attached.It took place as follows: in the morning of the 12/6/2022 , I approached this store in need of a new cell phone, as I'd lost my previous phone a few days before. I worked with a store associate to work out an option, and everything seemed to proceed reasonably. Before I was able to see the phone, I was asked to pay a $28 activation fee for the phone along with the total cost. I made the purchase, and the phone was shown to me. I was concerned when I saw that the phone was green, as I had not desired that color, nor had I understood that it was the color they were selling me. I said this to the associate, asking if I could trade it in for a black one, and was told that while I couldn't trade it in, the purchase could be refunded, and the desired black phone purchased instead. This wasn't an issue for me in itself, but I was then told that the $28 activation fee wouldn't be refunded per store policy, even as the green phone hadn't yet been activated. I simply wanted to use that same money to activate the black phone, but a pedantic store policy precluded the notion. In other words, the store policy prohibited refund of an activation fee for an activation that would never happen.At this point, I decided to cut my losses and leave with no phone and no money lost, and shifted my focus to just requesting a refund of that fee, making it clear to the Team V.I.P *** employees that my primary desire was to simply take my business elsewhere. I was told repeatedly that this was not an option, first by the initial associate and the by the manager. The fee had done nothing, and I just wanted my money back. They were effectively stealing thirty dollars from me. This was already taking much more time than I had planned: I was running late for a hospital appointment, and the need for communication with the restaurant I manage was becoming more urgent by the minute. When it was made clear to me that there was no chance in that moment of me receiving a refund, I conceded and paid for the black phone. First the phone itself, and then another $28 dollars, this time at least for an actual activation. Two activation fees of $28 for one activated phone, all because I asked to change the original color.It is exceedingly obvious to me that this policy and the refusal to refund me was an overt theft. I paid that money for nothing, and was made both unavailable to my work and late to a heart medicine appointment for it. I need resolution. I am emailing to request that the Better Business Bureau work with Team V.I.P. ************************************************************ the the form of a full refund of my purchase, (****** + ***** excess fee) $245.49.Thank you, please contact me if you have any questions.Sincerely,*******************************

  Business Response

  Date: 01/03/2023

  January 3, 2023
  
  Better Business Bureau    
  Online Complaint
  
  Complaint No: 18547471
  Re: *****************************;
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *******************************. In the complaint, ****************** explains his experience with Team V.I.P Authorized Retailer.  ****************** is requesting a full refund of the purchase.
  
  We attempted to contact ****************** on December 2, December 22,2022, and January 3, 2023, but we were unsuccessful in reaching him. To investigate Mr. ******** concerns, we need to be able to communicate with him.Should ****************** still desire assistance with his concern he may contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.     
  
  We thank ****************** for his communication and will be available should he need our assistance in the future.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 ********************
  *******, ** 30319
  /NG
  
  
  

• Initial Complaint

  Date:12/08/2022

  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.

  On 12/7/22 I called Cricket Wireless Cust Serv from my ******************** phone to resolve an issue related to my text messages not sending that began 12/6/22. I spoke with ***** Employee # jx491t who walked me through a number of diff exercises including multiple resets of my phone & technical activities. He also told me that there was an update occurring on Cricket's Wireless system. He took 3 hrs troubleshooting my issue & even after I asked him multiple times to transfer me to his supervisor he never transferred me. Instead, he told me that he would escalate the issue & a supervisor would call me back. Not only was my first issue never resolved, but he also caused my phone to no longer be able to receive incoming calls. Instead of getting the original issue resolved, I walked away from the call with more issues. I recently had ankle ************* unable to walk into a Cricket store for help. In the past when I would go to Cricket stores for tech help they always instructed me to contact the cust service # instead. I couldn't get incoming calls from my doctors for medical ********** missed a lot of work & money due to not being able to receive calls for the past 2 days. After receiving no supervisor return call for my issue, I called Cricket again on 12/8/22. I spoke with an agent who transferred me to her supervisor. In speaking with that the supervisor named ******, she mentioned the only way she could help me is if I had another Cricket phone to check my *** card. Then she disconnected the phone line but prior to that she asked for my return call phone number at least 3 times in our conversation. She never called back once the call was disconnected after being on the line with her for 40 mins. I called Cricket again. I waited another hour & spoke to a diff supervisor ******* who let me know that the *** card was never the issue. ******* was very helpful & fixed my issues after 1.5 hrs. I spent at least 7 hours total on the phone with Cricket over 2 days.

  Business Response

  Date: 12/28/2022

  December 29, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18545817
  Re: ***********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ***********************. In this complaint, ************** states she contacted Cricket Wireless because she was experiencing trouble sending text messages, after troubleshooting the issue was not resolved and ************** couldnt receive incoming calls. After multiple calls to Cricket Wireless, Ms. ****** issues were resolved. ************** is requesting a refund for service and to be compensated for missed time at work.
  
  We reviewed Ms. ****** account and found there was an issue with the device that was resolved. We contacted ************** on December 28, 2022, we reviewed her complaint and made an exception and  provided her with an account credit.************** was pleased with the resolution
  
  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: 12/28/2022

   
  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:12/08/2022

  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 went in to get a prepaid SIM card. I was told it would be $30. I got a receipt but the numbers didn't show because they were cut off. But I trusted the employee. The next day I saw that I was charged $40.73 on my credit card. I went back the following day to ask for a refund and he told me he couldn't and to call customer service. I did and the first time I spoke with a rep who said the same. I asked to speak with a supervisor and during the conversation, he hung up. I called again and asked to speak with a supervisor, but again, he told me no. Also, when I went back to the shop (Cricket in ******, **), the same guy (a manager) was betting on cards with a 'customer' at the desk. I had to wait for them to finish their 'gambling' before he would wait on me. Incredible! Not professional at all. I just want to get my money back. Thank you!

  Business Response

  Date: 12/14/2022

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