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

1,278 total complaints in the last 3 years.
388 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:10/05/2022
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.
I have many complaints about Cricket Wireless. Firstly, when I signed up they advertised an Unlimited plan, which included unlimited data. They now limit data by restricting speeds and usage. This is false advertising, I signed up only because they promised truly unlimited service. I have also called Cricket Wireless support many times because my data will completely stop working, unable to load webpages, or use gps which is required for my job. Cricket has not resolved this issue after many months and many phone calls. After my most recent contact, multiple agents disconnected the call, refused to transfer to a manager, and also deactivated my phone's cell service so not only could I not use data, but was unable to send or receive calls. I have paid $96 per month, and have not received the services as promised and advertised. I have also as detailed, been penalized for attempting to resolve and troubleshoot the issue by disabling phone service which I have paid for. I want them to fix the technical issue, and refund the money I've paid over several years, due to the fact they do not actually provide the services as advertised at the time I began service.
Business Response
Date: 10/24/2022
October 24, 2022

Better Business Bureau
Online Complaint

Complaint No: 18174630
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************** regarding Cricket Wireless. In his complaint, ************** states that he has several complaints about Cricket Wireless.

We attempted to contact ************** on October 18, October 19 and October 24, 2024,but we were unsuccessful in reaching him. To investigate **************** 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 ************.

We thank ************** for his communication, and we will be available to assist him should he still desire.

Regards,
Cricket Wireless, Customer Support
1025 Lenox Park **** **************** 30319
/KM
Initial Complaint
Date:10/05/2022
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.
Ive been having issues with the company since august with connection issues with from dropping calls not able to connect to the internet and know dropping call. I was told it was a tower down. I was told it was going to take a couple days for them to fix the issue asked for a discount they say to call back when its fixed for discount then they say there not able to give a discount. Know Im having issues with one bar for network connection goes from one bar to two bars was told to do a network reset did that ton my end they did it on there end still having issues now dropping calls. Now being told I need a new **** card all without a discount paying for service thats not working and being told its different issues. Spoke to two supervisors Both with different answers as of right now still have the same issue supervisor 1 ******* supervisor on duty they dont give you any other info on there location or how they could be contact if necessary the next supervisor ********************* hes saying I need a new **** card and saying the tower is down so I need to spend money to see if thats the issue for them to put out a ticket to see whats the situation. I feel I shouldnt have to pay for something that should work or to check for them and waste money if thats not the issue and get a discount for all time my service was not working the way its supposed to.
Business Response
Date: 10/18/2022
October 13, 2022

Better Business Bureau
Online Complaint

Complaint No: 18173759
Re: *****************************

CC: *****************************
        ******************************************************************************************************** 44111

Dear Sir/*****,

This correspondence is a rebuttal response to a complaint filed by *****************************. In the complaint ******************** states, she has been having network issues with her Cricket Wireless Service since August 2022. ******************** says that there have been issues with dropped phone calls and when she contacted Cricket Wireless, she was advised a tower was down and the problem would take a few days to resolve. ******************** says the issue was never resolved. ******************* is requesting a refund for the poor service.

We contacted ******************** on October 13, 2022. ******************** says that she has started the porting process to another provider and is no longer interested in remaining with Cricket Wireless. We advised ******************** that we will issue a one-time courtesy refund to her account to which she agreed.

We thank ******************** for her communication and the opportunity to assist her.

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 10/18/2022
Just make sure they put the money back into my account. I dont need a discount on bill because I am switching. Or a credit.

Thanks, **************************;
Business Response
Date: 10/20/2022
October 20, 2022

Better Business Bureau
Online Complaint

Complaint No: 18173759
Re: *****************************

CC: *****************************
        ******************************************************************************************************** 44111

Dear Sir/*****,

This correspondence is a rebuttal response to a complaint filed by *****************************. In the complaint ******************** states, she has been having network issues with her Cricket Wireless Service since August 2022. ******************** says that there have been issues with dropped phone calls and when she contacted Cricket Wireless, she was advised a tower was down and the problem would take a few days to resolve. ******************** says the issue was never resolved. ******************* is requesting a refund to her account.

We contacted ******************** on October 20, 2022. We advised ******************* the credit that was issued on October 13, 2022, was a courtesy credit back to her account. We then stated that we never advised ******************** that there would be a refund check issued back to her.

We thank ******************** for her communication. We respectfully request that this complaint be closed at this time, as we are unable to further assist the customer.

Regards,

**********************, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 10/21/2022
They are sending a credit to the account knowing that I was closing my account at the beginning of the month so where does that credit go? Thats why they want to do it that way so they keep the credit all I asked was they put the credit back into my account. I still want to request the money go back into my account.
Thanks, *****************************
Business Response
Date: 10/26/2022
October 26, 2022

Better Business Bureau
Online Complaint

Complaint No: 18173759
Re: *****************************

CC: *****************************
        ******************************************************************************************************** 44111

Dear Sir/*****,

This correspondence is a rebuttal response to a complaint filed by *****************************. In the complaint ******************** states, she has been having network issues with her Cricket Wireless Service since August 2022. ******************* says that there have been issues with dropped calls. ******************** contacted Cricket Wireless and was told a tower was down and it would be resolved. Unfortunately, the issue was not resolved.
******************** is requesting a refund for her poor experience. ******************** states, Cricket Wireless applied a credit to her account knowing she was closing the account at the beginning of the month. ******************** is asking where the credit is.

According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms: 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 cancelled, for any reason, any remaining balance in your account will be forfeited.

On October 13, 2022, we spoke to ******************** about her complaint.We advised ******************** that we have issued a one-time courtesy credit to her account to which she agreed. The credit will go toward the remaining balance on the account.

We respectfully request that this complaint is closed at this time, as we are unable to further assist.

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 10/26/2022
I dont agree with a credit just like any company if they owe money back they return the money in the same manner or form it was received. ******** this should also apply to cricket wireless. If not the need to be given a bad review for keeping customers money even if its because of there errors or problems within the company. We should not have to waste are hard earned money on a company and they find ways to keep customers money. They should have a bad review on the BBB website. ******** people know not to waste there hard earned money the say its towers but never get resolved and they give you the run around with different customer service reps. ******** again I ask that they return the money to the same account the received the money from. Which was not a credit from cricket.
Business Response
Date: 11/04/2022
November 4, 2022

Better Business Bureau
Online Complaint

Complaint No: 18173759
Re: *****************************

CC: *****************************
        ******************************************************************************************************** 44111

Dear Sir/*****,

This correspondence is a rebuttal response to a complaint filed by *****************************. In the complaint ******************** states, she does not agree with the credit processed to her account.

******************** has been having network issues with her Cricket Wireless service since August 2022. ******************** says there have been issues with dropped calls and when she contacted Cricket Wireless, she was advised a tower was down and the problem would take a few days to resolve. ******************** says the issue was never resolved. ******************** is requesting a refund for the poor service she experienced. ******************** is requesting a refund check be issued.

After reviewing the account, we have agreed to have a refund check issued back to ********************* ******************* should expect her refund check within **** business days.

We thank ******************** for her communication and the opportunity to assist her.

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 11/04/2022

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. By sending the Check to my address
*****************************
3882 ********************************************************************* 44111

Sincerely,

*****************************
Initial Complaint
Date:10/04/2022
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.
We tried switching providers back in August. Due to some issues we had to cancel the switch. We paid $115 for Sim card kits, and shipping costs. We were told by customer service that it would take 10 business days to get the refund after we returned the Sim kits. Tracking shows the Sim kits arrived back in ********** ** on Aug 25th. It is now Oct 4th and no refund has been issued. Everytime we call to speak with someone we are transferred multiple times and usually get hung up on after 45+ minutes or longer. As a former **** employee of 11 years, I can't believe how horrible this experience has been to get a simple refund.
Business Response
Date: 10/25/2022
********
Customer Answer
Date: 10/25/2022

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:10/04/2022
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 9/27 I went into cricket wireless and purchased 3 phones and unlimited plan it was a total of 215 and some change for the phones and months service the bill is supposed to be 134 a month. 2 days later i went in and bought a blue tooth which wont stay charged and i ask the rep about changing my due date to the first so i could put on auto pay... Her exact words were they can do that with no charge.. this morning oct 4 my phone was cut off due to non payment i didnt even owe a bill yet. i called the store and customer service the store wasnt sure why they were charging me.. bottom line they made me pay a additional 46 and some change to turn my phone back on. which was a different price they the text said plus they have my account linked to somebody named *****... i want the additioal 46 plus i paid back
Business Response
Date: 10/18/2022
October 18, 2022

Better Business Bureau
Online Complaint

Complaint No: 18166854
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In this complaint, **************** states she visited a Cricket Wireless Authorized Retailer to change her billing due date. *************** was assured there would be no charge to change the bill due date. A few days later, **************** service was suspended due to non-payment. **************** paid the additional charge and is requesting a refund.

We reviewed **************** account and found she was charged the prorated fee for services. We agreed to provide a credit to **************** account.

We contacted **************** on October 17, 2022 and informed her of our findings and a credit has been applied to her account.

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

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Customer Answer
Date: 10/18/2022
I talked with a lady named ******. She was extremely nice and very helpful.. She did credit my account. I did reach out to her today due to issues with store products which im not sure is her area but do want them to know.I am on my 4th cellphone in 3 weeks as they keep sending me refurbished phones when i got service it was a new phone which is what i expect.. the last phone crashed somebody hacked my ******** and i lost numerous pics of my son and videos i will never get back.. I am very appreciative of what they do because of warranty but i expect the same or better than i had not used.

Business Response
Date: 10/25/2022
October 25, 2022

Better Business Bureau
Online Complaint

Complaint No: 18166854
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In this rebuttal, **************** states she is on her 4th replacement device. She would like her device replaced with a new device.

We engaged our ************************************ received a replacement device on October 20, 2022,

We contacted **************** on October 24, 2022 she advised her new device is working properly.

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

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Customer Answer
Date: 10/25/2022

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:10/04/2022
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.
9-28-2022 ***** -case Black Case, for a newly purchased ********* Moto phone Rep selected wrong case for my phone.She picked the wrong case, and it clearly shows this on my receipt. It don't match or fit.I recognized this 10-03-22 and went back to store to get the right case. Note, I recognized it 5 days after purchase, well within 7 day requirement.KETHSIAS REFUSED to give me the correct case. Why? She selected the wrong one. On 10/03/22, I called Cricket. **** refused to help. The store Manay in *********** refused to replace case. Both refused to help me with her wrongdoing. I audio recorded the entire conversation where she refused, on 10-03-22.Oh, her name is ********* just want my case. The right case. She gave me the wrong one.Call me, ************ and I can email you the receipt which shows the wrong case is on the receipt, in black and white.Store Manager, Kethsias Cricket Store at ************************************************************* *****/************
Business Response
Date: 10/05/2022
October 5, 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 purchased a new device at an Authorized Cricket location and was given the wrong case. She explained she was unable to get her case replaced for the correct one.
We contacted ************** on October 5, 2022 to discuss her concerns.We agreed to issue a one-time credit based on our findings. ************** 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
Initial Complaint
Date:10/03/2022
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 had my phone canceled because I was getting house phone. I am having health problems and I believe my cell phone was causing some of them. My house phone didnt make it in time before my cell phone was due. The person that canceled it only deleted my billing info so I went in the day before it was due 9/30/22 and paid the bill $60 on a $55 bill. My phone was shut off on 10/3/22. I went and bought a house phone at the store so I had some line of communication. I called Cricket and they told me I couldnt get the phone back on unless I pay $75. They werent going to turn my phone on. The manager would not work with me at all he told me my only option was to pay the $75 or they keep the money I paid even though my service is off. I told him to refund my money or turn the phone back on so I have the service I paid for. They refused to do anything but have me pay the $75 or loose the $60 without service. Thats why Im reporting it. I tried to log in and now I cant even get in the account to do anything. The number is ************. It told me to call customer service who Id been on the phone with already.
Business Response
Date: 10/18/2022
October 18, 2022
Better Business Bureau
Online Complaint
Complaint No: 18161458
Re: ***********************************
Dear Sir/*****,
This correspondence is in response to a complaint filed by ***********************************. In this
complaint, ********************** states she cancelled her Cricket Wireless service due to
adding a landline. Unfortunately, ********************** experience issues with adding the
landline. ********************** decided to reactivate her Cricket Wireless service and paid her
bill. ********************** was informed that she would need to also pay a reactivation fee.
********************** is requesting service or a refund.
We reviewed ************************ account and found she did not use the service. We
made a one-time exception and provided ********************** a refund.
We contacted ********************** on October 17, 2022 and informed her the refund has
been processed back to the original method of payment and to allow 3 - 5 business
days to see the credit on her statement.
We thank ********************** for her communication and trust that this explanation properly
addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Initial Complaint
Date:10/02/2022
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.
An Authorized Cricket Wireless retail store sold me a cell phone that is a "demo phone" and cannot be unlocked. I was not told that at the time of purchase. I switched carriers and when I went to port my number over is when I found out that the phone cannot be unlocked. It is locked by the network (Cricket). Cricket told me to return the phone to the retailer but the retailer has changed owners and I cannot get a refund. Cricket will not unlock the phone which is a violation of FCC laws which state that the carrier must unlock the phone if I do not owe them money. I cannot get Cricket to unlock the phone or get a new phone.
Business Response
Date: 10/07/2022
October 7, 2022

Better Business Bureau
Online Complaint

Complaint No: 18156865
Re: *************************

Dear ********** ************ correspondence is in response to a complaint filed by *************************. In the complaint, ****************** states she purchased a device from ********************** and later learned the device was a demo phone and cannot be unlocked. ****************** is requesting the device be unlocked.

We spoke to ****************** on October 6, 2022 about her complaint. Cricket Wirelesss Device Unlock Policy states: If you have a Cricket phone, it may have been programmed with a lock that prevents it from operating with other compatible wireless networks. 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 Cricket's network.

The device has not been reported lost or stolen.

The device is not associated with a fraudulent account.

To view the full, unlock policy please visit https://www.cricketwireless.com/legal-info/device-unlock-policy.html. Crickets unlock policy is part of the terms and conditions of service which customers accept at the time of activation and each month upon renewal of service.

We provided ****************** with the unlock code, the unlock did not unlock the device. ****************** requested a credit, we made a one-time exception and provided ****************** with an account credit.

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

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Customer Answer
Date: 10/07/2022

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:10/01/2022
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.
With Cricket Wireless, you have ABSOLUTELY NOTHING to smile about:I changed to Cricket mid March 2022, and I received a - what was sold to me as a new - phone. I was informed that after 6 months, the phone can be unlocked. "Strangely", the phone broke down about 10 days before the 6-months ****. The first phone was replaced: I received a refurbished (NOT NEW) device, same make and model. The word "Refurb" was on the sticker on the box. On top of that, it didn't work. If I didn't have an old phone, I would not have been reachable for my clients! The second device was again replaced with the same make and model. Again: it was a refurbished (NOT NEW) phone. Again that is indicated on the sticker with the word "Refurb" on the box.Counting 6-months until today, October 1, 2022, the phone should have been unlocked by now. Cricket, however, plays a very unethical, and highly unprofessional card by re-starting the 6-months countdown every time the phone gets replaced! That is such a nasty move to keep the phone in constant lock-mode! If it was the latest released phone model, one maybe could play along but not for a phone that is very slow and has a very lousy camera! All in all: Frankly, it's a piece of s*** The only ones smiling is Cricket Wireless and their unethical business behavior hiding behind their Ts and Cs. I suspect that all three (3) so called "new phones" were refurbished devices! I don't agree that the customer gets punished with re-starting the countdown for THEIR FAULTY AND REFURBISHED phones, which are being sold to the customer as new. How disgusting and nasty business behavior!
Business Response
Date: 10/20/2022
********
Customer Answer
Date: 10/20/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I appreciate cricket wireless' quick and personal communication. The matter is solved.
Thank you.

Sincerely,
*****************
Initial Complaint
Date:09/29/2022
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.
Cricket wireless has a website that cannot be accessed. Every time I attempt to access my account I get the following message:Access Denied You don't have permission to access "http://www.cricketwireless.com/restservices/accountauth/v1/authtokens/halo" on this server.Reference #**.571f1eb8.1664500192.95f7ab5 When I had an online chat with a CSR they couldn't help. When I tried to call they weren't taking calls. There is no email address to write to. Basically my complaint is that Cricket customer service is non existent. I need someone at Cricket to fix their website so I can login or tell me what I am doing wrong. Since I can't seem to get an answer from them, maybe you can.
Business Response
Date: 10/18/2022
October 10, 2022

Better Business Bureau
Online Complaint

Re: ***** St Yves
Complaint ID: ********

Dear Sir/Madam,

This ************** is in response to a complaint filed by ******************. In this complaint, Mr. **** states that he cannot access his Cricket Wireless account online. Mr. **** is requesting help in resolving this issue.

We reviewed Mr. ***** account and confirmed that the MyCricket app is working fine, and we dont have reported login issues.

On October 11, 2022, we contacted Mr. **** to get more information about his complaint. Mr. **** explained that he was able to login to his My Cricket online account using different devices, but not from that his computer.

After troubleshooting different links, we informed Mr. **** that the problem is not with Crickets website, since he is able to login in on other devices. He may want to contact his internet provider for his computer issues.

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

Regards,

Cricket Wireless, Customer Support
1025 *******************
*******, ** 30319
/NG
Initial Complaint
Date:09/29/2022
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.
Unfortunately, I have had Cricket Wireless since 05/31/22. I should have canceled the same day! Phone agents leave me on HOLD 40min - 3.5 hrs.Live Chat is horrible as well. A supv **** had stopped responding for 3 hrs. I went grocery shopping and when I came back he was still connected and playing games abusing his position!Cricket Agents/Supervisors ADD to issues NOT RESOLVE THEM!MGMT doesn't take any complaints! When I call businesses or landlines the caller ID shows another name they say. My issue with this was ignored since May and it's now Sept. After 5 hours wasted again and this time on 09/28/22 a rude supervisor FINALLY put in a Ticket on CHAT since ***** phone supv 09/28 and other managers lied instead.This issue could have been resolved in June if this company VALUED customers.Agents/Supervisors waste time leaving you on MUTE, ON HOLD OR THEY HANG UP!ADULTS PREVILEGED TO BE WORKING ACTING LIKE FOOLS INSTEAD.If they hang up, when I call back I receive an ERROR message stating that, MY PHONE IS NOT REGISTERED TO A NETWORK AND I CAN ONLY MAKE AN EMERGENCY CALL. I DESERVE CREDITS!I would have to power my phone off several times to help myself since CHAT DOES NOTHING!I have NO ISSUES with my phone preventing me from making calls UNTIL I CALL CRICKET WIRELESS!The phone is fine THE LIVE AGENTS/SUPERVISORS create issues and it's like PULLING TEETH to get anyone to assist. Through out the months this has been going on! Fast forward, no credits received and on 09/26, 27, 28 and now 29th 2022 my service has been tampered with preventing me from making calls if I call for ANY REASON!. And three people did it on the 28th and once on the other days. I was insulted with a $2 credit today 09/29/22 when the issue happened multiple times and 4 days recently!$2 is for one day NOT FOR FOUR! Again ignored!305 area code and Number shows when I get VM's no assistance when I called.NOV 2022 I WILL BE CANCELING MY ACCOUNT!I AM DONE PAYING FOR BAD SERVICE!
Business Response
Date: 10/26/2022
October 26, 2022

Better Business Bureau
Online Complaint

Complaint No: 18142055
Re:*******************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *******************************. In this complaint, ****************** states when she calls a business or landline phone the caller ID displays another name. This has been happening since May 2022. ****************** would like credit for the issues she experienced. ****************** was provided credit; she states the credit is not enough.****************** is requesting additional credit.

We spoke with ****************** on October 21, 2022, she advised of issues with her device. We engaged our technical support team. There was a provisioning issue found and fixed, this resolved the issue with voicemail. We verified the caller ID shows ********************** caller. We provided ****************** with a courtesy credit.

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

Cricket Wireless, Customer Support
1025 ***************
*******,** 30319
/BN
Customer Answer
Date: 10/26/2022

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.
I spoke to ******, she was professional and allowed mt to voice all of my complaints about poor customer service and concerns about my account.
I will reach out to her later about the error messages I receive only after speaking to customer service.
I read the error message to her but I didn't speak about it with Tech when they called since they called about the Caller ID and the Voicemail Number indicating that I have a voice message. My number is a GA number and the numbers that shows up on my phone after every message is a FL number.
I am contacting her today and still trying to find out how to start the visual voice message.
She has given me credits due to the service of $237 and my bill is due on the 29th of OCT. 2022
Sincerely,

*******************************

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