Complaints

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

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless, LLC

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

  1030 Norwood Park Blvd STE 406 Austin, TX 78753-6610

• 

  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

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:11/14/2024

  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.

  I was overcharged it was supposed to be 2 charges $236 $685 but please they charge me $601 they said the first $600 go through and the machine actually froze and reset while I had my card in the machine and the payment was being processed they said that there was not another payment process because they said receipts wouldve been printed in their end. I have my receipts and my banking information I'm trying to get a refund on that 601 dollars

  Business Response

  Date: 12/10/2024

  December 9, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: **** ********
  Re: 22559015
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by **** ********. In his only complaint, Mr. ******** states that he was overcharged during a transaction at a Cricket Wireless store, where he expected two charges of $236 and $685, but he was charged an additional $601. He states that the payment process was interrupted when the machine froze and reset while his card was still in the machine. The sales representative informed him that no additional payment was processed, as receipts would have been printed on their end; however, the additional payment went through and is reflected in his bank account. Mr. ******** is requesting a full refund for the amount he was overcharged.
  
  We contacted Mr. ******** on November 20, 2024, to discuss his complaint. We searched for the payment in question within our system using his card information but had no success finding this payment.He confirmed that he would send us a copy of his bank statements and additional details regarding his communication with the store representative, who promised to call him back but did not. We advised him that, although we could not locate the payment in our system, we would continue to investigate this matter leadership, and we would contact him once we have the results of the investigation; Mr. ******** agreed.
  
  We contacted Mr. ******** on December 6, 2024, to share the investigation results. We informed him that after reviewing his account and collaborating with our financial team, we could not locate the payment in question within our records. Since we had a copy of the charge from his financial institution, we offered to issue him a refund of $601. We explained the refund process takes between 10 to 15 business days to complete with a paper check being mailed to him. Mr. ******** agreed to this solution and mentioned he would share his address via email, as he is currently in a hotel.
  
  On December 9, 2024, Mr. ******** confirmed his mailing address. Weve explained the refund process and set the proper time expectations for delivery of this refund check. He confirmed he did not have any other questions regarding his case.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/14/2024

  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.

  Cricket Wireless Provided False and/or misleading information to my wife and I when we seeked to upgrade our cell phones at their store at **************************************************************************************************. All details are contained in the attachments provided herewith

  Business Response

  Date: 12/09/2024

  December 9, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22558723
  Re: ****** **********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** **********. In his complaint, he details an experience at a Cricket Wireless store on November 22, 2024, where he and his wife intended to purchase two devices with 256GB internal memory and 256GB ** cards. However, they were misled regarding the pricing of the ** cards, the availability of the phones, and the charges on their credit card, which included an unexpected $35 fee for a phone case that was never purchased.Additionally, upon receiving the phone, they discovered that it had only 128GB of internal memory instead of the promised 256GB, leading to concerns about a potential bait-and-switch scenario. Despite attempts to resolve these issues,the vendor cited a company policy that prohibited returns after seven days,further complicating the situation.
  
  We contacted Mr. ********** on November 19, 2024, to discuss his complaint. We apologized to Mr. ********** for the inconvenience he and his wife experienced. After reviewing his account,we informed him that we would need to conduct an in-depth investigation and committed to contacting him after the investigation was completed.
  
  On December 5, 2024, we shared with Mr. ********** that the outcome of the investigation confirmed there was only one charge processed on October 22, 2024, for an upgrade. Since he was not satisfied with the purchase, we offered to send a shipping label to return the device and that we would generate a refund for his purchase.
  
  On December 9, 2024, we informed ************* that we issued a refund check that would be mailed to the address he provided, we advised him that it would take 10 15 business days to receive it.
  
  Lastly, we assured him that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service. We shared with Mr. ********** that we would escalate his experience to the leadership team that works directly with this stores management team, and they will complete an internal review. Mr. ********** confirmed that he understood the information provided and did not have any other questions regarding his case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/13/2024

  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.

  I reached out to Cricket via phone and was hung up on twice by the bot for not having a current Cricket number. I reached out on chat and was "hung up on" before the *** gave me a chance to further ask questions. I was hung up on by a supervisor in the middle of typing a response. I was previously a Cricket member for years (about 9-10). I have five older phones that still carry Cricket as their carrier even though I no longer have an account with them. I have provided the **** numbers for all 5 phones but they say they cannot do so because the account is archived. I was told I had to create a new account with them in order to access the old phones to unlock them.

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22553895
  Re: ******** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******** *******. In her complaint, ********** states that she attempted to reach out to Cricket Wireless customer service but was disconnected due to not having an active wireless number. Ms. ******* adds that she was a former Cricket Wireless member for 9-10 years and is seeking assistance with unlocking five older phones that still carry Cricket Wireless as their carrier, despite no longer having an active account. She provided the **** numbers for these devices but was informed that the account is archived and that she must create a new account to access the old phones for unlocking.
  
  We contacted Ms. ******* on November 14, 2024, to discuss her complaint. After reviewing the **** numbers provided, we could not locate the usage records for four of her devices. We confirmed that her fifth device does meet the ********************** unlock policy.Additionally, since her account has been inactive for over 12 months, we explained to her that we would escalate her request to further investigate the usage records of the other four devices, and we scheduled a call back to provide her with the outcome.
  
  We contacted Ms. ******* on November 20, 2024, and we confirmed that her two iPhone 6s have been successfully unlocked as they meet the requirements of the Cricket Wireless unlock policy. We explained that the other two devices, which are iPhone 5s,were unable to be unlocked due to their compatibility with our system, as these are older devices. Upon submitting an unlock request to ***** for further assistance on November 25, 2024, we confirmed with Ms. ******* that her iPhone 5s were finally unlocked.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/12/2024

  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.

  I have. A $55 plan with the cricket cricket. Wireless and I just want my refund back. They turned my service off and I did exactly what I was told and now, they won't refund my money. They laugh at me like everything is okay, but this is not right and how they're doing their customers. I'm looking for my refund that they would not refund me. My payment is 55 and it made me pay $75 this month.

  Business Response

  Date: 11/25/2024

  November 25, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22545147
  Re: ***** *******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* outlines her experience with the Cricket Wireless billing and service restoration process.She called to get a payment extension with her first bill on the 3rd.She was charged $15 for the ****************** and she was informed to pay another $15 on November 10, 2024, to extend it again. Ms. ******* made the payment on the 10th however; her services were suspended on the 11th.Despite already paying $15 to extend the ********* service, she had to pay $50 to restore her service. She claims that her service was turned off even after making these payments, and when she sought clarification, she was informed that the $15 payment was not credited to her account. Additionally, she expresses frustration over the lack of reimbursement for the funds she believes were improperly handled, resulting in a total payment of $75 for a $55 rate *******. ******* is requesting assistance to resolve this issue and receive a refund.
  
  We contacted Ms. ******* on November 18, 2024, to discuss her complaint. After reviewing her account, we discovered that her ********************** account was suspended because even though she paid $15 to extend it, it was not set up correctly as her payment went to her bill as a regular payment. We shared information with Ms. ******* on how to set up and extend BridgePay for future reference. More information about our BridgePay extension policies can be found at *********************************************************************************.
  
  We apologized to Ms. ******* for the inconvenience she experienced with the BridgePay extension. We shared with her that we escalated her experience to our customer care executive leadership team and assured her they would investigate further internally. We applied a credit to Ms.******* ********************** account for the inconvenience, which she accepted. Lastly, we shared information regarding her next months due date and bill.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:11/12/2024

  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 wireless is not secure enough for me. I am being hacked and they are using my phone number to get into my phone account my social media my emails all my personal information. I got locked out of my Cricket account and the manager at the local store was not very helpful. My phone is hacked and I am going after Cricket wireless my carrier ******* the product *************** Instagram and anyone else. I have filed with my local police station also the *** IC3 . I am stressed and full of anxiety. I need help and no one at the store was very willing to assist me. I don't understand how they are getting into my phone account my internet services but they are. And Cricket wireless has very lack security but they are cheap so I get what I pay for . This is the third time I have had to write this. And it's late. So it short You guys probably won't help me either. I'll be stuck with this hacker who is stalking me and putting me out on the Dark Web and how is it I pay my bill and in 3 days I am almost up to my data limit when i have WIFI at home and when I try and just use my data it doesn't work?

  Business Response

  Date: 12/02/2024

  Dear ****************
  
  This correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** expresses concern regarding the security of her Cricket Wireless account, stating that she has been hacked and that her number is being used to access her phone account,social media, emails, and other personal information. She reports feeling stressed and anxious due to the lack of assistance from the local Cricket Wireless store. Furthermore, she has filed reports with her local police station and the *** IC3. Additionally, she notes issues with her data usage,claiming that despite having Wi-Fi at home, she is nearing her data limit within three days and is experiencing problems when attempting to use mobile data. Ms. ***** is requesting a resolution to this issue.
  
  
  We contacted Ms. ***** on November *******, to discuss her complaint. After reviewing her account information, we informed her that we did not find any suspicious activities indicating that her account had been illegally accessed or that changes had been made without her consent.
  
  We found that her line had the call forwarding feature activated, which she stated she had never set up. We provided her a dial code to deactivate it, and she confirmed she would do it after the call. We offered to assist her in moving her wireless number to a new account, updating her account credentials,and changing her wireless number at no cost. Additionally, we advised her that monthly data usage depends on the customers device usage, we offered her the option to upgrade her rate plan, but she declined. Ms. ***** accepted our assistance but requested that we contact her by November 22, 2024, as she would be busy until then.
  
  We contacted Ms. ***** on November *******. We moved her wireless number to a new account, helped her update her account credentials, and assisted her in turning on the account lock feature using myCricket. Ms. ***** informed us that she had issues deactivating the call forwarding feature, therefore, we opened a technical ticket to deactivate it.
  
  On November 27, 2024, we informed Ms. ***** via email that the call forwarding feature was removed. Ms. ***** did not have any other questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/11/2024

  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.

  I am a New Door Dasher. I live in *****. My Phone would not allow me to have data Access while working and there were many Dead Zones. I was on an ************** Plan and had been with Cricket for 6+ years. I went to the Local store and spent 6 hours on the Phone with Cricket Support and their staff for them to tell me my Phone was Obsolete. I was however available for a Upgrade. My current Phone was a 4G, 64MB Phone so I requested a 5G 64MB phone. The Store Sold me a 5G, 32MB Phone. Phone did not work right and could not load everything on it i needed. Realizing that this store and its staff did not know what they were doing, I went to the Bastrop store instead. I returned the Phone through the 7 day policy From Cricket and the Bastrop store sold me a downgraded 4G, 64MB phone. I noticed that the Phone was not connecting to the 5G network before leaving the Store and Called it out. the Store Personal stated it would eventually connect to 5G After all the updates were done on the Phone. I went back to the Store the Very Next Day and pointed out that the Phone was only a 4G phone and they once again wanted to Charge me for another upgrade. Their electronic reciept they sent stated a charge of only 94 dollars but the charge was the ****** charge This was discovered while I was on the Phone with Tech support for cricket and the Store Jointly. store Manager called me a Lier so I went to the store to Prove it. I showed the manager the Reciept and he stated the Reason my reciept does not show the full price is because My reciept does not reflect the Activation fee. But still insisted I was a Lier and threw me out of the store and said for me to not return on the property. I left the Cricket service and am on mint Moble now. With a Phone I cant use because it is Sim Locked. They can either Unlock this phone they sold me or return my money. I am currently using the Old Phone again that they said was Obsolete through Mint and it is working Just fine.

  Business Response

  Date: 11/22/2024

  November 22, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22534530
  Re: ***** *********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *********. In his complaint, Mr. ********* states he is a new Door Dasher and lives in *****, where he is facing significant issues with his phone service. After being informed that his 4G device was obsolete,he requested a 5G upgrade but was sold a 5G, 32MB device that did not meet his needs. Following a return and subsequent purchase of a downgraded 4G, 64MB device,he encountered further issues with connectivity and was charged incorrectly,leading to a confrontation with the store manager. Ultimately, Mr. ********* left Cricket Wireless for ************ but the phone he received remains SIM locked, leaving him unable to use it effectively. Mr. ********* would like to either get his device network unlocked or a full refund for what he paid for such device.
  
  We contacted Mr. ********* on November 14, 2024, to discuss his complaint. We apologized for the experience at the Cricket Wireless authorized retail store and assured him that we would share his feedback with the executive leadership team that works with that location, and they would further investigate internally with the store leadership and representatives.
  
  After reviewing his device information, we discovered that the device was used for 23 days only, and we explained to Mr. ********* that it does not meet the 6-month requirement of the Cricket Wireless unlock policy. More information about the unlock policy can be found at: *********************************************************************************************.
  
  As a one-time exception we assisted Mr. ********* by returning his device outside of the 7-day return policy. We generated a return label that was sent to him via email, and we shared the steps to have the device returned. Once confirming that the merchandise was returned, we processed an entire refund through a refund check for what he spent on purchasing his device and advised him to wait 7-14 business days for the check to be delivered. Mr. ********* confirmed he was satisfied with the outcome reached.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 11/23/2024

   
  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:11/09/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cricket Wireless I had two lines with Cricket Wireless already ************** and **************. I desperately desired my previous numbers back, but they were lost during a domestic situation with my spouse. They were previously in my spouse's name, **** ****. Those numbers were ************** and 5713.The 525-2025 never worked. The phone my spouse currently uses on his son's account barely works. My son needed a different plan. I added 3 new lines to my account and paid for them online. I activated them on my billing date, 11/7/******* app showed that only $20 was taken during AutoPay instead of my usual $90. The balance reflected $0.00 due. However, my phones were disconnected and I had to pay $92.34 to get the phones back on, which I was informed was a $30 re-activation fee, plus a $5 card fee.I'm on AutoPay. Cricket advertises "Never lose service again by setting up AutoPay...". I had *******. I lost service. I wasn't expecting to.I have called and been told that every customer service representative and their supervisor can ONLY authorize a $5 CREDIT to my next month's plan for their system's error.I live on a fixed income. Since I had to pay more than I expected, I no longer have enough money to cover my bills. This system error will cost me overdraft fees of $24 each time. I'm upset that: (1) It takes at least 20 mins of my time to get a $5 credit back when this is not my fault (2 phone calls of this duration to get $10); and (2) that I am only receiving back a credit rather than being given back my money for something I was charged for which is clearly not my fault.I have voice recordings of both of my calls that stated that it was a system error and the $5 credit limit per both employees.This is extremely bad customer service. If this error occurred to all of their customers and they're having to do this process to get their funds back, I can see where many customers would just leave the money as is. I NEED my money. I can't let it go.

  Business Response

  Date: 11/25/2024

  November 25, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22534046
  Re: ******* ****
  
  
  Dear ************************ correspondence is in response to a complaint filed by ******* ****. In her complaint, Ms. **** states she lost two wireless numbers she used to have with Cricket Wireless due to a domestic situation. She explained she added three new numbers to the account and paid for them online. Despite being on *******, she experienced a disconnection of service and was charged $92.34 to reactivate her phones, which included a $30 reactivation fee and a $5 card fee. Ms. **** reports that she was only offered a $5 credit for the inconvenience, which she found insufficient given the circumstances, especially as she lives on a fixed income and the situation has led to potential overdraft fees. She also noted the time-consuming nature of her calls to customer service, where she was informed that the $5 credit was the maximum compensation available for what was acknowledged as a system ********. **** is requesting assistance to resolve the issue.
  
  We contacted Ms. **** on November *******, to discuss her complaint. After researching her account, we found that she was paying $90 for two lines and attempted to activate three more lines on her existing account on November 2, 2024, for which she processed a payment of $70. We explained to Ms. **** that the activation process was not completed due to a port error, leaving the lines under pending status and the payment as a credit. On November 6, 2024, Auto Pay processed her payment for $20 only due to the credit she had in her account.
  
  The activation of the new wireless numbers was completed on November 8, 2024, the same day as her due date. The new numbers created a pending balance that she was not aware of and was not notified of, which led to the suspension of her account. Ms. **** processed a payment of $92.34 to restore her service.
  
  We shared with Ms. **** that we had applied a credit to her account for the inconvenience she experienced and provided her with information about her next billing cycle and the amount to pay. Ms. **** confirmed she did not have any additional questions about her case.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

  Customer Answer

  Date: 11/25/2024

   
  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 just wish that I didn't have to involve the BBB to get done what should've been done in the first place, so I am extremely appreciative!
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:11/08/2024

  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.

  We were having problems with Cricket phones getting service since Oct 3. One phone on account was *******, the other two were Cricket phones. We went to ********************************* dealer and purchased new Cricket phones. We were unable to get any service on those phones either. We tried troubleshooting with in store personnel and through customer service around 15 times. None of which successful. We wanted to replace Cricket phones with ******* phones and were told we could but had to pay activation, and all taxes after we had already paid taxes on first phone we purchased and they would not refund us for the new Cricket phones we purchased that did not work. We have gone through the entire process by giving Cricket every chance to resolve this situation and each person we have spoken to has said same thing, We're so sorry. That does neither help or resolve the situation we are in at thus point. I've contacted ******* ************************ and are trying to get a resolution. At this time our bill is due but we don't feel like we should have to pay this bill due to the fact we have only had service on one if the three phones on this account. The authorize dealer refuses to replace phones since we went back on 8th day, which is there policy. But on the Wednesday before the 8th day customer service did a hard test on both ******************** phones not working and told us it would take 72 hours to complete. After the 72 hours we returned to exchange phones only to find out that it was the 8th day, one day later to honor their return policy. This is bad business practice and we would like different phones, NOT CRICKET PHONES, and a credit for a month of service for two phones that we never received service.Thank you ******* ***** *******, **** *****

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22531355
  Re: **** *****
  
  
  Dear ************************ correspondence is in response to a complaint filed by **** *****. In his complaint, Mr. ***** details ongoing issues with his wireless devices since October 3, 2024, when he purchased new devices in *******, ****, but was unable to obtain service on any of them despite multiple troubleshooting attempts with the in-store and customer care department. He expresses frustration over the refusal to refund the non-functional Cricket device or to replace them with ******* devices, particularly after being informed by customer service that a hard test was being conducted on the devices just before the return policy deadline. Mr. ***** is seeking a resolution that includes different devices and a credit for a month of service for the two phones that did not work.
  
  We contacted Mr. ***** on November *******, to discuss his complaint. After researching his account, we confirmed that troubleshooting steps had been already performed to improve the quality of the network. We informed Mr. ***** that we would open a technical ticket with our network support team to continue the investigation.
  
  We contacted Mr. ***** on November *******, with the results of our investigation that indicated no network issues were found, and the outcome confirmed his devices were defective. We offered to send a shipping label to return the devices and advised him that we would generate a full refund for the amount paid in the purchase, and therefore, he could purchase the ******* devices. He agreed to our offer; we advised that his return label would arrive within 24 to 72 hours.
  
  On November 25, 2024, we informed ******** that we issued a refund check that would be mailed to the address he provided. We advised him that it would take 10 15 business days to receive and that we applied a credit to his account for the inconvenience he experienced. We provided him with information about his next billing cycle and the amount to pay. Mr. ***** confirmed he did not have any additional questions about his case.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:11/08/2024

  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.

  Online order was made and after 8 hours of troubleshooting a customer service they were unable to activate the *** cards. I paid $130 for a rare plan and not one kn of data was used not one message nor one second of a phone call. All numbers on the accounts have never been used because the sIM card failed phones account that was never activated. **************** told me that since the account's active cant be refunded. Have you worked in ****** for 25 years I know this is absolutely wrong since the phones were never used. Nothing on the plan was used because their system failed to activate. So they want to charge me $130 for service not working which is wrong. I've been dealing with this since Monday over 8 hours on the phone and people hanging up on me. This is the worst customer service and experience I've ever had with a company

  Business Response

  Date: 11/22/2024

  November 22, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22530939
  Re: ****** ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** ******. In his complaint, Mr. ****** details his experience with an online order for a SIM card that, after eight hours of troubleshooting with the Cricket Wireless customer care center,remained inactivated. He explains he paid $130 for a service plan that was never utilized, as no data, messages, or phone calls were made due to the activation failure. Despite his attempts to resolve the issue, customer care informed him that a refund was not possible since the account was marked as active, which he believes is unjust given that the service was never functional.
  
  We attempted to contact ********* on November 11, 14, and 18, 2024 but were unsuccessful. To investigate ********** concerns, we need to be able to communicate with him. Should ********* still require assistance, he is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22530939
  
  I am rejecting this response because:

   

  They called while I'm at work and can't talk and I've called back . They can call me again
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22530939
  Re: ****** ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** ******. In his complaint, Mr. ****** details his experience with an online order for a SIM card that, after eight hours of troubleshooting with the Cricket Wireless customer care center, remained inactivated. He explains he paid $130 for a service plan that was never utilized, as no data, messages, or phone calls were made due to the activation failure. Despite his attempts to resolve the issue, customer care informed him that a refund was not possible since the account was marked as active, which he believes is unjust given that the service was never functional. In his rebuttal, Mr. ****** requested Cricket Wireless to contact him again as he was unable to take the previous calls due to his working hours.
  
  We contacted Mr. ****** on November *******. After reviewing the account, we found that he had returned the equipment purchased on November 15, 2024, because he was unable to use the services. We assisted him by processing the cancelation of the Cricket Wireless account upon request. We explained to him that the Cricket Wireless Terms and Conditions of Services state that amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Full Terms and Conditions can be found at: ******************************************
  
  We shared with Mr. ****** that even though payments are non-refundable, we made an exception for him and issued a refund that would go back to his original payment method. We advised him the refund process would take 3 to 5 business days to be completed. Mr. ****** informed us via email that he received confirmation from his bank stating the refund was processed successfully and shared he did not need additional assistance from Cricket Wireless.
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/08/2024

  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.

  I purchased a one month plan and a sim card from the company. I said it would be sent within 2-3 business days, the company charged my bank right away for $40.87 for the product. Ten days later I called and they said yes it had been sent, 3 days later I called to say oh it had not been sent yet but they would send it out right away. 5 more days, nothing. So I called and they said for some reason it had not been ordered. I asked for a refund. Sure they would send it in 3 business days to my bank. 5 days nothing was in my account. 10 days nothing so I called saying it would be in on October 31. It is now November 8. I tried calling but they did not recognize my number so no way I could get through to a representative without a cricket wireless phone number. So I went to the chat bot and asked to speak to a representative she actually said I purchased service plan and they do not give refunds. I tried to say I never received anything so I should be refunded. I got no where with them and nothing I could do at the bank because it was paid 2 months prior. Outrageous

  Business Response

  Date: 11/19/2024

  November 18, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22530736
  Re: ***** ******
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** states that she ordered a month of service and a SIM card from Cricket Wireless, which was charged immediately to her bank account. Despite being informed that the product would be sent within 2-3 business days, she faced multiple delays and inconsistencies when contacting customer care requesting updates about her order. Because of the long delay, she contacted chat support and requested a refund but was informed that Cricket Wireless does not provide refunds. She tried to get the refund through her bank institution but was unsuccessful because the transaction was processed 2 months ago. She is requesting a refund for the order that she did not receive.
  
  We contacted Ms. ****** on November *******, to discuss her complaint. We confirmed that her order could not be completed due to incorrect information submitted in her port-in request. We explained that Cricket Wireless had sent emails regarding necessary updates,which she stated she never received, and she requested to cancel the port request instead. We confirmed that her account was never activated and remained in tentative status, although the phone number had already been released.
  
  We processed a full refund to the original card used and advised her it would take 5 to ********************************************************* ****** agreed to wait for the refund and confirmed that no additional assistance is needed from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********