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

1,270 total complaints in the last 3 years.
380 complaints closed in the last 12 months.

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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:01/03/2025
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.
On Sat, the 28th of Dec 2024. I placed an order to become a cricket wireless customer and switch my number from *******. I was to recieve my package ok mon, the 30th of Dec 2024. When I arrived home on that day and opened the already damaged package, I came to find there was no phone inside. I immediately reported to *** and contacted cricket the next morning. Before contacting cricket I had to go to ******* and have my number transferred back to ******* from Cricket because cricket already had ported my number. So we was only the phone with cricket(******* & myself) having them give us the account number and a transfer pin because at this point I had no active phone hence why I was at *******. After I am done and have my bumber back with ******* I call cricket and try to explain all of this and demand a refund because they charged me $152.09 for the phone and 2 months worth of service! They refused me and refund. So your telling me Im out $152.09 while I never recieved a phone or be able to use the service they sold me!? Absolutely not!
Business Response
Date: 01/21/2025
January 21, 2025

Better Business Bureau?
Online Complaint??

No: 22761080
Re: ******* ****

Dear ****************************** correspondence is in response to a complaint filed by ******* ****. In his complaint, Mr. **** states that on December 28, 2024, he placed an order to switch to Cricket Wireless and port his number from *******, expecting to receive his package on December 30, 2024. Upon opening the damaged package, he discovered that the phone was missing. He promptly reported the issue to *** and contacted Cricket Wireless the following morning. After transferring his number back to ******* due to the lack of an active phone, he sought a refund from Cricket Wireless for $152.09, which included the phone and two months of service, but his request was denied. Mr. **** is requesting assistance to resolve his issue.
We attempted to contact Mr. **** on January 7, 10, and 13, 2025 but were unsuccessful. To investigate Mr. ***** concerns, we need to be able to communicate with him. Should Mr. **** still require assistance, he may contact ********, Cricket Wireless Office of the ********* Manager, at **************.

Regards,

Cricket Wireless ?
Office of the *********??
***************************************** NE?
*******, ** 30319
Initial Complaint
Date:01/02/2025
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 was sold a defective headphones. and store refused to refund or exchange due to there preference on whether they could hear the issue I, expressed to them about the product, after purchasing the headphones, I could start to hear static through the audio. Also at certain points, the headphones would have a odd sound like air was coming through them. Also while listening to them one of the headphones would go out.. and I could only hear audio through one side. Less than 24 hours later I let the store manager know about the issue and she said if there was an issue with them then I would be able to return them. When I went to the store to do the return she put them in here ear, and said she did not here the static, immediately after I put them in my ear and I could definitely still here the static, she did not want to do the return. Since they would not get credit for them. and that's not fair to the customer, I'm not out of 140 dollars and stuck with headphones that are defective. I don't want to make a huge issue. I've been nice about it , I simply want to refund. It's been less than 24 hours and this not fair. Just want the company to help.
Business Response
Date: 01/25/2025
January 24, 2025

Better Business Bureau
Online Complaint

No: 22759292
Re: ****** ********

Dear ****************

This correspondence is in response to a complaint filed by ****** ********. In his complaint, Mr. ******** states that he was sold defective headphones at a Cricket Wireless authorized retail store, where he was assured that he could return them if any issues arose.After experiencing static, odd sounds, and audio loss in one ear within 24 hours of purchase, he reported the problem to the store manager. However, upon attempting to return the headphones, the store tested the device and claimed there was no issue, ultimately refusing to process a refund or exchange. *********** is requesting a refund or exchange for the defective headphones.

We contacted Mr. ******** on January 11, 2025, to discuss his complaint. Mr. ******** informed us he is not a Cricket Wireless customer and visited the store just to purchase the headphones. We explained to Mr. ******** that accessories purchased from a Cricket Wireless authorized retailer are subject to that authorized retailers return policy and informed him we would not be able to provide him with a refund and/or exchange. Mr. ******** stated that he received different expectations at the time of purchase. We advised him we would escalate his experience with the leadership of the store location to further investigate his concern.

On January 17, 2025, we contacted Mr. ******** and shared with him that the outcome of the investigation performed with the store leadership confirmed that after testing the headphones, no issues were detected. Furthermore, since the stores policy states that accessory sales are final and even though no issues were identified, they offered him a discount on the purchase of a new pair of headphones, which was rejected.

Mr. ******** requested a free device and a free service activation as compensation for the inconvenience he experienced. We explained to Mr. ******** we are unable to provide him with a free device and offered to assist him with the activation of service at no cost as a one-time exception, but he declined our offer.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:01/02/2025
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 have my a ******* Flip 4 on my cricket account. On the myExpert app it shows a ******** Razor (2023). This is incorrect. I have tried calling the oversea call center with no help. Also the **** is incorrect. I have tried cricket and Asurion and keep getting passed around.
Business Response
Date: 01/21/2025
January 21, 2025

Better Business Bureau?
Online Complaint??

No: 22728433
Re: ******* *******

Dear **********

This correspondence is in response to a complaint filed by ******* *******. In his complaint, Mr. ******* states that he has a ******* Galaxy Flip 4 device on his ********************** account, but the My Expert app incorrectly displays a ******** Razor (2023)device and has encountered issues with an incorrect IMEI number on his **********. Nordell states he attempted to resolve these matters by contacting the overseas call center, as well as the Cricket Wireless customer care center and Asurion, he has found himself being passed around without a solution.

We attempted to contact Mr. ******* on January 7, 9, and 13, 2025 but were unsuccessful. To investigate Mr. ******** concerns, we need to be able to communicate with him. Should Mr. ******* still require assistance, he may contact *******, Cricket Wireless Office of the ********* Manager, at **************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******, ********
Initial Complaint
Date:01/01/2025
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.
Service outage out ?? on New Year's Eve from 4p-12a! Traveling...couldn't show boarding pass, then could not keep up with travel arrangements. Could not make calls in airport. Stuck due to power outage! Cricket says they can only refund $5! I lost **** fare, missed a flight, stuck in airport until right now!
Business Response
Date: 01/23/2025
January 22, 2025

Better Business Bureau
Online Complaint

No: 22753949
Re: ******* ******

Dear **********

This correspondence is in response to a complaint filed by ******* ******. In her complaint, Ms. ****** states that she experienced a service outage during New Years Eve while she was at an airport, which caused several inconveniences with her trip, including missing her flight. She states that she has already contacted the Cricket Wireless customer care department, but she was told that they could only refund $5.00. Ms. ****** is looking for compensation because of this issue.

We contacted Ms. ****** on January 8, 2025, to discuss her complaint. Ms. ****** confirmed that the issue occurred in **************. After reviewing the status of the towers in that area and within the time provided, we confirmed that there was a network incident that severely affected multiple towers in the area. The network was restored by January 1, 2025.

We informed Ms. ****** that as outlined in the Cricket Wireless terms and conditions of service, we do not guarantee specific network capability or speeds as the service might be affected by multiple external factors such as terrain,weather, and buildings. Additionally, service payments are non-refundable. Full terms and conditions can be found at: ******************************************.

We offered and applied a credit to Ms. ******* account for the time without service. She confirmed that she did not need any additional assistance from Cricket Wireless.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:12/31/2024
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.
Calling this company for customer service. The *** cannot assist and it is literally impossible to get a real support representative on the phone which I should have the right to as a customer. The *** hangs up on you while you are waiting for a representative.
Business Response
Date: 01/22/2025
January 22, 2025

Better Business Bureau?
Online Complaint??

No: 22752021
Re: ****** *****

Dear **********

This correspondence is in response to a complaint filed by ****** *****. In his complaint, Mr. ***** states he attempted to contact the Cricket Wireless customer care center, and the Interactive Voice Response system (***) was unable to assist him and that it was nearly impossible to reach a customer care representative. He states the *** system disconnected the phone calls while he was waiting, Mr. ***** requests assistance to resolve this issue.

We contacted Mr. ***** on January 13, 2025, to discuss his complaint. After reviewing his account, Mr. ***** expressed concerns regarding his four lines,which he explained he is not the user of any of them as the users are his children and parents. He added that he is the sole person responsible for payments on the Cricket Wireless account. Mr. ***** reported difficulties in accessing his online account due to a verification code that he could not receive since he does not use any of the wireless numbers associated with the account.

We explained to Mr. ***** that to connect with a customer care agent, he must provide one of the wireless numbers on the account and the correct 4-digit PIN for authentication, we also recommended him the use of the QuickPay option on the Cricket Wireless website without signing in. We clarified the purpose of Multi-Factor Authentication (***) for the account online and the myCricket app, the *** enhances account security by requiring a second method of authentication alongside the username and password, which includes sending a verification code via text.

We explained to Mr. ***** that he can bypass the Multi-Factor Authentication, choosing the "Do not ask me again" option. We shared that while this option is checked ON by default in the My Cricket app, there are instances where the system may still prompt for *** revalidation, such as when a user upgrades the device or clears browser cache. We explained to him that these measures are in place to protect his information and prevent unauthorized access to his account. Mr. ***** requested that this information be shared via email, we outlined this above information in an email to him. Mr. ***** confirmed not to have any other questions regarding his case.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:12/31/2024
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 is absolutely the worst company I have ever dealt with it's impossible to even talk to anybody I try to add money to my account it won't do it I bought a cricut refill card it doesn't work they say and I can prove I have money on it it's just impossible the computer is the worst system I have ever come across and I have had many cell phones prepaid or pay as you go and cricket is the worst I'm putting this phone in the kiosk tomorrow and I'm never going to buy anything cricket again it's horrible the reception is absolutely atrocious no matter where I go I only get one bar I live in ***************** which is fairly a lot of people live here and I should have four or five bars I have one I can't talk to anybody in my apartment I try to call drops the calls it sounds like ridiculous and then I call in and I'm on the phone for 30 or 40 minutes and I still can't talk to a live person your company stinks I will never go through again I hope you guys go out of business because you need to leave the public alone you're actually damaging to the public and I will stand on this damaging to the public you owe me $90 I went to **** ***** about the phone but the card everything and what do I get nothing but a headache
Business Response
Date: 01/21/2025
January 21, 2025

Better Business Bureau?
Online Complaint??

No: 22751624
Re: ******* *****

Dear ******************* correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** expresses her frustration with the difficulties she encountered while trying to add money to her Cricket Wireless account. This includes issues with a refill card that she purchased, which she claims does not work despite having funds on it. In addition, she reports poor reception in ******,**********, where she only receives one bar, making it nearly impossible to make calls from her apartment. She mentions the challenges of reaching customer service, often spending 30 to 40 minutes on the phone without being able to speak to a live representative. Lastly, she expresses dissatisfaction with the service and requests a refund of $90 to resolve her issue.
We contacted Ms. ***** on January *******, to discuss her complaint. After speaking with her, she shared that she activated new wireless services with another provider and does not want to discuss her complaint. Ms. ***** ended our conversation by stating that she would not continue using the Cricket Wireless services. We were not able to discuss any of the other issues mentioned in her complaint.
Should Ms. ***** still require assistance, she may contact ********, Cricket Wireless Office of the ********* Manager, at ************.

Regards,

Cricket Wireless ?
Office of the *********??
***************************************** NE?
*******, ** 30319
Initial Complaint
Date:12/31/2024
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 April 10th 2024, I paid ****** I purchased a brand new iphone 12 model after ***** promised me the phone will be unlocked after 3 months (I confirmed this with her many times before I made the purchase) of using Cricket service. But I accidentally found out about what she told me was a lie after I spoke to Cricket customer service. ******************** customer service told me it supposed to be 6 months. Also I found out from another Cricket store that ***** charged me for accessories that was not supposed to be charged to me. It was free as part of the discount deal. I was told that the store manager ******* was going to call me back to resolve this dispute but she never called me back . So the remedies I am asking her is that Cricket to unlock my phone unconditionally and refund the accessory money .The store clerk Airam did not speak English and the whole transaction was communicated via translation software but I was sure that she knew the difference between 3 months and 6 months. I felt she was purposedly trying to trick me into buying it. The store address is *************************************** and their phone number is **********
Business Response
Date: 01/27/2025
January 22, 2025

Better Business Bureau
Online Complaint

No: 22750382
Re: ****** ****

Dear **********

This correspondence is in response to a complaint filed by ****** ***** In his complaint, Mr. **** states that on April 10, 2024, he purchased a brand-new iPhone 12 for $504.97, he was assured by the store representative that the phone would be unlocked after three months of using the Cricket Wireless service. However, upon contacting Cricket Wireless customer service, he discovered that the actual unlocking period is six months. Additionally, he learned from another Cricket Wireless store that he was charged for accessories that were supposed to be complimentary as part of a discount deal. Despite being informed that the store manager would reach out to resolve the issue, he has yet to receive a callback. Mr. **** is seeking unconditional unlocking of his phone and a refund for the accessory charges.

We contacted Mr. **** on January *******, to discuss his complaint. He expressed his concerns regarding the misleading information provided by our sales representative about the unlock policy and the charges for accessories that were supposed to be free. We confirmed to him that we would escalate his experience with our executive leadership that works with this authorized retail location and assured him they would complete an internal investigation.

We confirmed the Terms and Conditions for device unlocks with Mr. ***** Additionally, we recommended that he activate his iPhone 12 for at least one more month to unlock the device as a one-time exception, we offered him a free month of service, and a credit of $75.00 for the accessories he never requested. We assisted him in creating a new Cricket Wireless account, and explained the payment cycle information while advising him to contact us upon his return to ***************** for eSIM activation and unlocking as he stated that he is currently ************ **** confirmed his intention to remain as a Cricket Wireless customer.

Should Mr. **** still require assistance upon his return to *****************, he is encouraged to contact ******, Cricket Wireless Office of the ********* Manager, at ***************

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******, ********
Initial Complaint
Date:12/26/2024
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.
Cricket riders took $250 on my bank account on February ******* I call cricket wireless to get back a refund on March 4, 2021 she give me back the Money When I look into my account, its your negative balance of $250 on April 5, 2021 I called cricket Wireless and told them that Im moving my phone number and my mom phone number to Tmobile . They told my bank ***** that I use their service for three months and not three month 2 1/2 months because January February thats it by March 1. I move my phone number over to Tmobile
Business Response
Date: 01/23/2025
January 22, 2025

Better Business Bureau
Online Complaint

No: 22730785
Re: ****** *******

Dear ****************

This correspondence is in response to a complaint filed by ****** *******. In his complaint, Mr. ******* states that Cricket Wireless withdrew $250 from his bank account on February 1, 2021. After contacting customer support for a refund on March 4, 2021, he was informed that the money would be returned; however, he later discovered a negative balance for the same amount. Furthermore, on April 5, 2021, when he decided to switch to T-Mobile, Cricket Wireless allegedly informed his bank that he had utilized their services for three months instead of two months and a few days of the third month.

We contacted Mr. ******* on January 13, 2025, to discuss his complaint. We informed him that after researching his wireless number, we discovered that his account was archived due to the time it has passed since it was cancelled in April 2021. We explained to Mr. ******* that as set forth in the Cricket Wireless Terms and Conditions of Service, payments are non-refundable, transferable, or redeemable for cash. Additionally, we informed him that there is only six months from the payment date to dispute a charge.

Mr. ******* understood this information and we offered him the option to return to Cricket Wireless without any activation costs as a one-time courtesy. Mr. ******* shared with us that he still has service lines with T-Mobile but stated he will consider our offer and contact us directly if he decides to open an account with Cricket Wireless in the future.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:12/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I went into the store added a phone and number to our account we were told the bill would be due on the 22nd of the month from then on when the 9th of Dec. Came along we were charged and then the entire account was messed up to the point even tho we were told nothing due till the 22nd the phones were turned off and we were lied to from the start ontop of all that the service plan was changed without authorization
Business Response
Date: 02/07/2025
February 8, 2025

Better Business Bureau?
Online Complaint??

No:22727757
Re: ***** ******

Dear **********

This correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** states that she and her husband visited a Cricket Wireless authorized retail store to add a device and ********************** number to their account, with the understanding that their bill would be due on the 22nd of each month. However, on December 9, 2023, they were unexpectedly charged,leading to the disconnection of their devices despite the prior assurance of no dues until the 22nd. Additionally, Ms. ****** claims that the service plan was altered without her authorization. She requests assistance to resolve this issue.

We attempted to contact Ms. ******* by phone and followed up by email, on January 28, 31,and February 3, 2025, but were unsuccessful. To investigate Ms. ******* concerns, we need to be able to communicate with her. We respectfully request that this case be closed, as we have not been able to contact Ms. ****** to address her concern.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
****************
Initial Complaint
Date:12/19/2024
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 security plan has been changed on my account I've asked ********************** to fix the issue and to put a lock on my account so no one can change it but me that I'm the one that pays the bills I've been with them a year I'll ask them repeatedly to resolve this issue with me they want to give me the runaround I'm not able to argue with these folks I have 7% of my liver left I have liver cancer and if I'm the one paying my phone bill it shouldn't matter who's on my account or anything they should deal with me now my pen has been changed they don't want to work with me and I've been a customer for them for a year I want to see results and they're not willing to work with me then they can give me all my money back that I paid and wasted with them for the last year and then somebody else change my PIN without my permission and I'm paying the phone bill off of three lines off of my debit card then they can reimburse me up all my money I have wasted with this company plastic stress I'm going through right now with me having health issues of liver cancer and 7% of my liver that means that they refuse to change my PIN and to put a lock on it than anybody can have my phone cut off and I will have no way of getting medical attention that's going to be so into a major major lawsuit and cricket wireless they can't really afford no other lawsuits because well y'all are handing there company very very well right now so yes I want to see if you resolved and I want someone to please call me at ************ and my name is *** ***** ****** *********** and I'm available all day tomorrow thank you have a good day
Business Response
Date: 01/03/2025
January 3, 2025

Better Business Bureau
Online Complaint

No: 22711686
Re: *** ******

Dear ********************** correspondence is in response to a complaint filed by *** ******. In his complaint, Mr. ****** expresses concern regarding unauthorized changes to his security question and PIN on his ********************** account, despite his repeated requests for a resolution.He emphasizes that he is the sole **** ***** and has been a loyal customer for a year, yet he feels that the company has not adequately addressed his *********. ****** also highlights the urgency of his situation due to his serious health condition, stating that without proper account security, he risks losing access to essential medical support. He requests immediate assistance and a phone call to discuss the matter further.

We attempted to contact ********* on December 23, 2024, over the phone to discuss his complaint, but we were unsuccessful. On December 26, 2024, Mr. ****** requested us to contact the Better Business Bureau regarding his complaint. We attempted to contact him on December 30, 2024, to assist him and resolve his concern but were still unsuccessful. Mr. ****** replied via email stating he does not wish to discuss his concern, nor does he wishes to be contacted by Cricket Wireless.

Should Mr. ****** still require assistance with this concern, we encourage him to contact *******, Cricket Wireless Office of the ********* Manager, at ************. We will gladly assist him further.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******,********
Customer Answer
Date: 01/03/2025

Complaint: 22711686

I am rejecting this response because:

Sincerely,

*** ******
Business Response
Date: 01/07/2025
January 7, 2025

Better Business Bureau
Online Complaint

No: 22711686
Re: *** Peters

Dear **************************** correspondence is in response to a rebuttal filed by *** ******. In his original complaint, Mr. ****** expresses concern regarding unauthorized changes to his security question and PIN on his ********************** account, despite his repeated requests for a resolution. He emphasizes that he is the sole **** ***** and has been a loyal customer for a year, yet he feels that the company has not adequately addressed his issues. Mr. ****** also highlights the urgency of his situation due to his serious health condition, stating that without proper account security, he risks losing access to essential medical support. He requests immediate assistance and a phone call to discuss the matter further. In his rebuttal, Mr. ****** does not specify the rejection of his complaint.

We attempted to contact Mr. ****** on December 23, 2024, over the phone to discuss his original complaint, but we were unsuccessful. On December 26, 2024, Mr. ****** requested for us to contact the Better Business Bureau regarding his complaint. We attempted to contact him on December 30, 2024, to resolve his concern but were still unsuccessful. Mr. ****** replied via email stating he does not wish to discuss his concern, nor does he want to be contacted by Cricket Wireless.

We want to assist Mr. ***** and address his concerns; however, we need to speak with him to investigate his complaint. Should he decide that he does want to discuss his case and concerns, we encourage him to contact *******, Cricket Wireless Office of the ********* Manager, at ************. We respectfully request this case be closed.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******, ** 30319
Customer Answer
Date: 01/07/2025

Complaint: 22711686

I am rejecting this response because: ******* the president of cricket was very rude to me was trying to bribe me with $100 credit I don't think it's right that they change our information and run debit cards without permission that's why there's lawsuits against them already but everyone I've talked to at cricket has been rude they get out false information I was told there was free phones for the the customers that are currently with ******************** but when I ask about it they say there is no free phones but the stores say there is that they're just out at the store

Sincerely,

*** ******
Business Response
Date: 01/14/2025
January 15, 2025

Better Business Bureau
Online Complaint

No: 22711686
Re: *** ******

Dear ********************** correspondence is in response to a rebuttal filed by *** ******. In his rebuttal, Mr. ****** raises concerns about unauthorized changes to his information and the running of debit cards without his permission, which he believes has contributed to existing lawsuits against the company. Additionally, Mr. ****** reported receiving conflicting information regarding the availability of free devices for current customers, as some ********************** authorized retail store representatives claimed there were free devices. In contrast, others stated the devices were not available. Mr. ****** is requesting assistance to resolve this issue.

We attempted to contact Mr. ****** on December 23, 2024, by phone to discuss his original complaint, but we were unsuccessful. On December 26, 2024, Mr. ****** requested that we contact the Better Business Bureau regarding his complaint.We attempted to contact him on December 30, 2024, to resolve his concern but were still unsuccessful. Mr. ****** replied via email stating he did not wish to discuss his case with us.

We contacted Mr. ****** on January 8, 2025, to discuss his rebuttal complaint. After reviewing his account, we discovered that he had reset his security question and PIN for his ********************** account and had access to his account information.Additionally, we informed him that we did not find any transactions that indicated his debit card was used to make unauthorized payments to Cricket Wireless nor any other unauthorized changes on his account.

Furthermore,we shared with Mr. ****** information about the device upgrade options available at Cricket Wireless and explained he is eligible for a discount if he wishes to purchase a newer device. We also recommended that he visit our website for more information. Lastly, we applied a one-time courtesy credit to his Cricket Wireless account for the inconveniences he experienced. Mr. ****** confirmed he did not have any more questions regarding his case.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 01/14/2025
Me and cricket resolved the issue thank you

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