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

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  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

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  Cricket Wireless, LLC

  1050 W Colfax Ave STE E & F Denver, CO 80204-2071

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  Cricket Wireless, LLC

  112 W 87th St STE M5 Chicago, IL 60620-1318

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  Cricket Wireless, LLC

  11560 S District Dr South Jordan, UT 84095-5539

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:12/08/2022

  Type:Customer Service 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.

  Purchased a phone and service in June of this year. I had problems with the phone and it stopped working. They could not get the phone to work at the retail location and told me I would have to purchase another one. That one did not work either. It was a demo phone they sold me and they told me they could not refund a demon. I did not ask for a demo phone and should not be liable for missing a refund because they sold me a demo. This phone does not work and I would like a refund $37.00

  Business Response

  Date: 01/03/2023

  January 3, 2023
  
  Better Business Bureau    
  Online Complaint
  
  Complaint No: 18545523
  Re: ************************;
  
  ****************************************** is in response to a complaint filed by *****************************. In the complaint, ************************ states that her phone stopped working. She was advised by a Cricket Wireless Authorized Retailer that she needs a new phone. The new phone did not work, and ************************ was not refunded for the device because it was a demo device. ************************ did not ask for a demo device and is asking for her refund.   
  
  We attempted to contact ************************ on December 21, December 22, 2022, and January 3, 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 ************.     
  
  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:12/07/2022

  Type:Product 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.

  11/10, online chat rep said that their Turbo hotspot will get an average of 50mbps and that there was no reason to not give it a try because I had 7 days to try it out. I ordered the device.Device delivered 11/14. It only got between **** mbps and was very spotty over 4 days of trial. Friday 11/18, called to turn the service off and return the hotspot. The rep turned off the service and told me I had to return the device in a store.11/19, I went to 2 stores. At both locations, I was told that they absolutely could not take the device back and that I had to return it online. I found a link to their website where it confirms that online purchases cannot be returned in the store. Tried to process the return online since it was within 7 days of receiving the item but the website told me the order was not eligible for a return. Called again 11/19, transferred to the warranty department. This was another hour wait. Finally, the warranty department sent me a return label.11/21, package dropped off with **** 11/23 received confirmation from *** that the package had been delivered to Cricket. 11/30, cricket email confirmed receipt 12/3, received an email stating that I was sent a replacement item. I had my service turned off and was expecting a refund, NOT A REPLACEMENT.12/4, received the replacement. Called, talked with **** who claimed she was a supervisor and told me that their department was not able to help me. Transferred to the warranty department. 1/2hr wait. I asked to speak to a manager. I was put on hold for about 45 minutes before they HUNG UP ON ME. Emailed customer service with whole story and they responded that I would be refunded for both the hotspot and the hotspot service. Received the refund on 12/5, and then they CHARGED ME ANOTHER $200 while ALSO SUSPENDING MY ACCOUNT and they turned off all 3 phones!!! *** spent 2 days now getting the account unsuspended and switched to a new service and would like my $200 back with no further charges.

  Business Response

  Date: 12/21/2022

  December 20, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18540034
  Re:********************;  
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *******************. In the complaint, Mr. **** states that on November 10, 2022, he bought a Hotspot on the online at Cricket Wireless. Mr. **** returned the accessory and was refunded on December 5th.    However, his account was suspended, due to his autopay being charged for the refund and his wireless service.  Mr. **** is requesting a refund. 
  
  We researched ************** account and confirmed that he requested a   with his financial institution on December 14, 2022. We contacted our financial department and requested to close the case to avoid the chargeback being disputed. On December 19, 2022, we informed Mr. **** of our findings.
  
  We thank Mr. **** for his communication and trust that this explanation addresses her concerns.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ******************************************************************
  /NG
  

  Customer Answer

  Date: 12/22/2022

   
  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:12/07/2022

  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 SIM card in ****** ******* under the $30 plan. When I was at the store I explained to the employee I was having problems with my previous carrier and that I was living check to check. I specifically asked if I would be able to tether my phone to my laptop with this plan because Im in school and I did not want or need the $60 plan. He explained to me that tethering and hotspot is different and he explained to me that for tethering all I need to do is connect the cord from my phone to my laptop. When I got home I tried tethering but received an error code stating I needed to contact customer support as my plan did not support tethering. Its very disappointing as I explained to the employee about my previous carrier caused nothing but problems he assured me I would not have any issues with cricket. I feel as though it was a mistake switching to Cricket and dont feel it would be a good fit to switch my entire family over to this carrier.

  Business Response

  Date: 12/21/2022

  December 21,2022
  
  Better Business Bureau   
  Online Complaint
  
  Complaint No: ********
  Re: *************************
  
  ****************************************** is in response to a complaint filed by *************************. In the complaint, ************ states she purchased new service to be able to use hotspot service. She explained she was unable to use it and was given incorrect information.
  
  We attempted to contact ************ to gather more information on December 19, December 20, and December 21, 2022,but we were unsuccessful in reaching her. Should ************ still wish to have assistance with her concern, she can contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.
  
  We thank ************ for her communication and look forward to assisting her with her concern.
  
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  1025 ********************
  *******, ** 30319
  /JL

• Initial Complaint

  Date:12/05/2022

  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.

  Cricket failed to inform us that someone was able to gain access to my mobile account and make a payment only to reverse it back on September 16th. For two whole months, I have been making payments but they failed to reach out to let me know what was going on with my account. I spoke with a representative from Cricket, ******, and he was able to inform me that he can see from previous payments that the card that was used for this Sept. payment has never been used for any of our other payments. I brought it to ******'s attention that as a business you failed to protect my information from being compromised and also failed to inform me of this activity on the account.

  Business Response

  Date: 12/30/2022

  December 28, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18524262
  Re: *****************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***************************** regarding Cricket Wireless service. In this complaint, **************** states that Cricket reversed a payment made on her account by an unknown person on September 16, 2022.
  
  We attempted to contact **************** on December 6, December 21 and December 28, 2022,but we were unsuccessful in reaching her. To investigate ****************** 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 ************.
  
  We thank **************** for her communication,and we will be available to assist her should she still desire.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /KM
  

• Initial Complaint

  Date:12/05/2022

  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.

  It happen on 12/3/22. This is when I realized cricket wireless had suspended all 4 of my phones lines. Claiming due to me owning ****** dollars. I was completely shocked because cricket wireless is a pre paid, pay as you go company. I have always paid my bill with them, which is ****** dollars every month on the 23rd of each month. I even have always had autopay set up through them for the money to be atomically withdrawn from my bank account. Its been like that for a little over a year since I started service with them. So called costumer service a few different times because nothing made sense. But what they claimed is back in 9/23/22 I had a "charge back" happen. This is where it doesn't make sense to me at all. The bank account they referenced isn't even my bank account in the first place. I have no ideal how or what account they were talking about. The only bank account mycricket has for me on file is my personal bank account and the only one I have at that. It shows on mycricket account my bill has been paid up to date with a 0 balance until 12/23/22. My bank account shows my payments were paid and nothing was ever returned. So after explaining to them I'm not understanding and how do we resolve this? They refuse to turn my phone services back on till I pay the ******, which clearly I refused to do. I don't owe this money let alone I have already paid them for my services up until 12/23/22. my cricket account number is#*********

  Business Response

  Date: 12/20/2022

  December 20, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18523925
  Re:******* *******   
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In the complaint, ****************** states that on December 03, 2022, Cricket Wireless suspended her four lines. ****************** was informed that she owned $225.60.  ****************** has auto-pay set up and her payments are processed on the 23rd of each month.   ***************** called Cricket ************* Team and was informed that the account was suspended due to a chargeback for September 23, 2022. ****************** explains that the bank account that processed the chargeback is not her account.  ****************** would like this issue resolved.
  
  We researched Ms. ******** account and confirmed that there is a chargeback for a payment made on September 23, 2022, by a different credit card from what Ms.******** has on file.  The chargeback request was made on December 2, 2022. This chargeback made Ms. ******** account negative and suspended her account.
  
  On December 19, 2022, we contacted ****************** to inform her of our findings. We informed her that on September 22, 2022, Cricket notified her by text of an AutoPay failure and on September 23, 2022, a manual payment was made with a different card.
  
  We also found a conversation on December 3, 2022, with Cricket Care where ***************** request her Cricket account to be fully canceled.
  
  We thank ****************** for her communication and trust that this explanation addresses her concerns.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ******************************************************************
  /NG
  

• Initial Complaint

  Date:12/04/2022

  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.

  12.1.22 someone impersonated me to call into cricket to switch SIM card for my phone and drop my kids and moms phone lines. I was altered to something going wrong when a notification came that my bank password changed and Zelle recipient was added by the name of ****. I called my bank to notify them that this is fraudulent . Then my phone stopped working and said SOS and then my familys phones stopped working. We called Cricket Thursday evening and the phone got cut off and the office was then closed. Next morning spent 2 hours getting phones fixed etc. And there was a case number to investigate to see what happens and try to get a refund for the money I paid to get the phones reactivated (case # Feok7c). I then called Cricket 2 days later and they said there isnt a case, I authorized the sim swipe and cancel lines. This is a fraud case where I should get a refund and more. There is no remorse accountability and common sense. My bank account and email was hacked as well. I request accountability, the attempt to take money out was in ********** and email was hacked in ******* and there is a cricket store in ********** with an employees named ****. Please help with to bring some sort of justice. My work info is on my phone I was afraid for my company and kids with no phones during exams.

  Business Response

  Date: 12/21/2022

  December 21, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18522988
  Re: ***************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***************************. In this complaint, ****************** states her SIM card was fraudulently switched and her additional lines were dropped from her account. ****************** is requesting a refund.
  
  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 ****************** s 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.
  
  On December 20, 2022, she advised that the issue has been resolved. We provided a one-time courtesy credit to her account and provided her tips on how to protect her privacy.
  
  We apologize to ****************** for the inconvenience she experienced in attempting to resolve this issue. We thank her for her communication and trust that this explanation properly addresses her concerns.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

  Customer Answer

  Date: 12/26/2022

   
  Complaint: 18522988
  
  I am rejecting this response because: With all due respect to Cricket Wireless, I think the fraud happened when the hacker called cricket wireless with my pin number, that is how my phone sim card was switched after the hacker mentioned my pin number. I am unsure how the hacker received my pin number as it is not written down anywhere. After the sim card was changed they then had access to my phone text and other 2 factor authentication. The police and others concurred that this was probably an inside job at cricket. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/27/2022

  December 27, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18522988
  Re:***************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***************************. In this rebuttal ****************** states, she is rejecting the response because she thinks the hacker called Cricket Wireless with her PIN and the hacker was able to switch SIM numbers after mentioning her PIN.
  
  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 ****************** s 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.
  
  On December 20, 2022, she advised that the issue has been resolved. We provided a one-time courtesy credit to her account and provided her tips on how to protect her privacy.
  
  We apologize to ****************** for the inconvenience she experienced in attempting to resolve this issue. We thank her 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:12/04/2022

  Type:Billing 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 contact cricket customer service December the 3rd to receive my transfer information. I was not transferring my lines out and I made that clear I said that I'm thinking about it. I also ask for one of my lines to be terminated. Miscommunication with me and my son. I called back after the line was terminated 5 minutes later to tell them that it was a mistake I was charged $25 to turn the line back on. Cricket's customer service whole time was ridiculous but I got charged $25 because it took 1 hour for me to get back on the phone with someone. You charged me $15 and $10 to turn the line back on. I have three lines for $90 when I go to pay my bill today you charge me $4.97 extra. You already charged me to turn the line back on so why was I double charged? The customer service don't know anything there's no help. I shouldn't have been double charged and I shouldn't have been charged $15 to turn the line back on when it only had been 5 minutes! I have been a customer with ******************** since 2015 and this is the way you treat your customers It's all about just give you my money for nothing. Then you charge me $15 to turn the line back on on December the 3rd and you didn't turn it back on until December the 4th!! You owe me $19.97 back. $15 for the line being reactivated and $4.87. How would you charge me a prorated rate for something you had already charged me in four and I had already paid.

  Business Response

  Date: 12/20/2022

  December 20, 2022
  Better Business Bureau    
  Online Complaint
  Complaint ID: ********
  Re: *********************
  Dear Sir/*****,
  This correspondence is in response to a complaint filed by *********************. In this complaint, ************ states she requested to have one of her lines canceled, but same day requested to have it reactivated. She was charged a reactivation fee and feels she should not have had to pay to the fees.
  We researched Ms. ***** account and found she requested to have her line canceled on December 3, 2022, and an hour later she called in to have it reactivated. Per Cricket policy, a $15 reactivation will be applied when reactivating a canceled or suspended line. Full details can be found at: https://www.cricketwireless.com/support/billing-and-payments/suspend-and-restore-service.html
  We contacted ************ on December 19, 2022 to inform her of our findings. We explained Crickets policy and agreed to provide a one-time credit to her account. ************ had no further questions.    
  We thank ************ for her communication and trust that this explanation properly addresses her concern.
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  ****************************************************************** 30319
  /JL 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18522302
  
  I am rejecting this response because: I was overcharged technically. I had already paid my bill for the month. That was a one cost they charged me to turn it back on was another cost and they charged me for the same month was another cost this gentleman apparently lied to me because he didn't put in this report that he supposedly gave me a $30 credit. Where is that in this report.? I can't even log on to the site to view this credit. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/21/2022

  December 21, 2022
  Better Business Bureau    
  Online Complaint
  Complaint ID: ********
  Re: *********************
  Dear Sir/*****,
  This correspondence is in response to a rebuttal filed by *********************. In this rebuttal, ************ states she was not able to confirm the credit applied to her account.
  We contacted ************ on December 21, 2022 to discuss her rebuttal. We explained the agreed credit was applied to her account. This was agreed prior to our letter of response and credit was applied on December 19,2022. We assure her the credit is on her account and can be used towards her next billing cycle. ************ had no further questions.
  We thank ************ for her communication and trust that this explanation properly addresses her concern.
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  ****************************************************************** 30319
  /JL 

  Customer Answer

  Date: 12/21/2022

   
  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:12/02/2022

  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.

  I have a group account (account number: ********** with **********************. I have a friend would like to join me in this account and I initiated a phone number port-in request to transfer my friends number ************** into my Cricket group account in mid-November 2022. But my friend later changed his mind because he told me **** coverage is not good at his residence. Before I contact Cricket on December 2, 2022, the port-in request of line ************** was still showing as pending in my Cricket account and my friend was still able to use his number ************** with his non-Cricket carrier. On December 2, 2022, I contacted Cricket, firstly using online chat. I told the agent to cancel the port-in request for line ************** because my friend does not want his number to be port-in to Cricket now. The online chat agent told me he could not cancel the port-in request, and he advised me to call the Cricket call center at 1-800-CRICKET (********) because the call center agent has the privilege to cancel the port-in request. Therefore, I called Cricket call center, and spoke with an agent. I asked the agent to cancel the port-in request for the pending line **************. However, instead of cancelling the port-in request, the agent activated the ************-in line and completed the transfer of the line into my Cricket account without my permission. As a result of the agents wrong action, my friends phone number is transferred to Cricket, and he has no phone service at this point. I was shocked by the action of the agent, and then she even asked me do I want to cancel the phone line **************. This is a completely irresponsible action. Cancelling the line ************** in Cricket now will result in the lose of the phone number for my friend. Also, as the result of the unwanted line transfer, Cricket charged a whole month of service for the line **************. I request Cricket to refund the monthly fee ($30) it charged for line **************.

  Business Response

  Date: 12/22/2022

  December 22, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18517438
  Re: ***************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by Bin ****. In this complaint, Mr. **** states he added a friend to his Cricket Wireless group account. The friend decided he no longer wanted Cricket Wireless. They contacted Cricket Wireless to cancel the port-in request. The port-in was successful. Mr. **** is requesting the number be ported out to US Mobile, and to refunded for the monthly service fee.
  
  We reviewed Mr. ***** account and engaged our Technical Support team to assist with porting Mr. **** to US Mobile. We also made a one-time exception and provided Mr. **** with a credit for service.
  
  On December 20, 2022, we contacted Mr. **** and provided him with our findings.
  
  We thank Mr. **** for his communication and trust that this explanation properly addresses his concern.
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

• Initial Complaint

  Date:12/02/2022

  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.

  Hi Im filling this complaint for Criket Wireless. I called yesterday 12/01/2022 due to wanting my phone I purchased from them unlocked. They explained that I had to be with them for 6 months before unlocking it. I have fully paid the phone and criket wireless does not want to unlock the phone I have fully paid. I spoke with a Supervisor and was questioning me why I bought the phone with them.. I fully paid my phone and I should have it unlocked. They are technically forcing me to stay with them like if Im in a contract. I need to get this resolved. I tried escalating and Supervisor left me in hold for about 30 min. My request: Want my phone that I already paid unlocked for any company..

  Business Response

  Date: 12/20/2022

  December 20, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18514396
  Re: *********************
  
  ****************************************** is in response to a complaint filed by *********************. In the complaint, ************** is requesting for his device to be unlocked. 
  
  Cricket will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer, and you have met the following unlocking requirements: 
  The device you want to unlock has been active for at least six months of paid service on that device.
  The device is designed for use on and is locked to Crickets network.
  The device has not been reported lost or stolen.
  The device is not associated with a fraudulent account
  Crickets unlock policy, available at https://www.cricketwireless.com/legal info/deviceunlock-policy.html, states:  
  We researched **************** request and found his device was activated on September 23, 2022. His line is still currently active. Based on our findings **************** device does not meet ********************* Unlock Policy requirements.
  
  We contacted ************** on December 20, 2022 to explain our findings. We explained to him that at this time, we are not able to complete his request based on the time his device has been activate on our network. If ************** wishes to remain active for the reminder of the 6 months, we would be happy to unlock his device.      
  
  We thank ************** for his communication and trust that this explanation properly addresses his concern.
  
  Regards, 
  
  Cricket Wireless
  Customer Corporate Relations
  1025 **********************************************************************
  /JL

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18514396
  
  I am rejecting this response because:

  If I purchased a device in full I should be entitled to go to which ever company I want and get my phone unlocked. If I buy an iPhone through Apple it wouldve been the same exact price. This is unfair for a NON CONTRACT COMPANY to FORCE YOU to stay with them for 6 months. I wouldve understand if I was in contract but I am not. If no device is unlock I will continue to proceed with a legal lawsuit. If unlocking the device is not an option for criket then I ask to get a refund for the device and return it so I can buy it directly from Apple. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/21/2022

  December 21, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18514396
  Re: *********************
  
  ****************************************** is in response to a rebuttal filed by *********************. In the rebuttal, ************** states he does not agree with our response and would like for his device to be unlocked.   
  
  Based on our previous findings **************** device does not meet ********************* unlock policy and is not eligible to be unlocked at this time. Crickets terms and conditions are agreed upon activation and payment made month over month. Full terms can be found at: https://www.cricketwireless.com/terms
  
  We contacted ************** on December 21, 2022 to explain our previous response. We explained to him that at this time, we are not able to complete his request but will be eligible once he has met the requirements.
  
  We thank ************** for his communication and trust that this explanation properly addresses his concern.
  
  Regards, 
  
  Cricket Wireless
  Customer Corporate Relations
  1025 **********************************************************************
  /JL

• Initial Complaint

  Date:12/02/2022

  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.

  On Nov 8, 2022 I purchased a phone from a local Cricket store. I was not satisfied with the phone and attempted to return it the day after purchase. The system was down son was told to return the next day. I returned for six additional days only to e counter the same problems. After numerous calls my me and endless efforts of the store staff, we have no headway on the refund. Cricket has been an utter nightmare with trying to communicate and get authorization for a return. This is unacceptable.

  Business Response

  Date: 12/11/2022

  ********

  Customer Answer

  Date: 12/11/2022

   
  Complaint: 18516657
  
  I am rejecting this response because:

  Your company has made multiple phone contacts regarding this issue. One such contact stated they were providing a return label to send the device back for a check to be issued as a refund. Another contact stated a $100 credit would be issued to my account for my inconvenience. A third mentioned he was the regional manager and was getting approval for me to return the device to the store where purchased for a cash refund. Until you guys can get your stories straight, I will have to reject your resolution. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/15/2022

  ********