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

1,269 total complaints in the last 3 years.
377 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:11/06/2024
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.
I have been a Cricket customer since July 2021. What started this whole thing is I purchased a new phone. I am very unhappy with Cricket's high prices and their ***** min wait to speak with customer service. I've been waiting the six-month period for them to unlock my device, so I can go somewhere else to get what I am not getting from them. It's been passed my 6-month period, and I've tried several times and several days to unlock my device on their website and keep getting an error each time. They used to have it on their app, but that is no longer available. I called them today to get my device unlocked, only to be told that they don't have my phone locked, but **** does. I called **** and filed a claim, but they say they can't help me because my service and/or phone number is not theirs. All I'm asking is for my device to be unlocked.
Business Response
Date: 11/18/2024
November 18, 2024

Better Business Bureau
Online Complaint

No: 22522082
Re: ***** ****

Dear **********

This correspondence is in response to a complaint filed by ***** ****. In her complaint, Ms. **** expressed dissatisfaction with Cricket Wireless high prices and the lengthy waiting times to reach customer service. She has been waiting for six months to unlock her device, but despite multiple attempts on the website, she continued to encounter errors. Additionally, she was informed during a recent call that her phone is not locked by Cricket Wireless but by AT&T, which has left her unable to resolve the issue, as AT&T claims they cannot assist her due to his service not being with them. Ms. **** is requesting her device be unlocked.

We contacted Ms. **** on November ******, to discuss her complaint. After reviewing her account, we found that she activated her wireless services on May 26, 2024. We informed Ms. **** that the device she is requesting to be unlocked has not been designed for use on the Cricket Wireless network and is not locked to the Cricket Wireless. We explained to Ms. **** that she would need to contact the original devices carrier to request the network unlock code.

The Cricket Wireless unlock policy can be found at: *********************************************************************************************.

The policy states that Cricket Wireless will provide an unlock code once the following requirements have been met:

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.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 11/18/2024

Complaint: 22522082

I am rejecting this response because: Cricket is not stating the actual conversation had. I've been a Cricket customer since ************************************************************************************************* During this time that I have been with them, I purchased a phone from Cricket that was overpriced, but didn't know that it was until after purchase. Every consumer wants to save money and not be overcharged. I was told by a family member that I could purchase the phone anywhere, but it had to be unlocked. I found a heck of a deal, (honestly thought it was a steal) and it was a newer model of the same phone (2023) 6/256GB and was allowed to make 5 monthly payments in 5 months. When I received the phone, that was in May, and that is when Cricket locked my device. This is a brand-new phone and the first carrier was Cricket and not any other, as he had claimed to have locked my device. He did not say half of this stuff while discussing this over the phone, and added all this to his response back.

Sincerely,

***** ****
Business Response
Date: 11/25/2024
November 22, 2024

Better Business Bureau
Online Complaint

No: 22522082
Re: ***** ****

Dear **********

This correspondence is in response to a rebuttal filed by ***** ****. In her rebuttal, Ms. **** expresses dissatisfaction with Cricket Wireless handling of her account and the locking of her newly purchased device. She states she has been a loyal Cricket Wireless customer since 2021 and feels misled regarding the pricing of her previous device purchase. She was informed by a family member that she could buy an unlocked device elsewhere, she found a newer model at a competitive price and opted for a payment plan. However, upon receiving the device in May 2023, she discovered that Cricket Wireless had locked the device, contrary to what she was informed during the initial conversation. Ms. **** is seeking assistance with unlocking her device.

We contacted Ms. **** on November ******, to discuss her original complaint. After reviewing her account, we found that she activated her wireless services on May 26, 2024. We informed Ms. **** that the device she is requesting to be unlocked has not been designed for use on the Cricket Wireless network and is not locked to Cricket Wireless. We explained to Ms. **** that she would need to contact the original devices carrier to request the network unlock code.

The Cricket Wireless unlock policy can be found at: *********************************************************************************************.

The policy states that Cricket Wireless will provide an unlock code once the following requirements have been met:

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.

We respectfully request that this complaint is closed as we are unable to further assist Ms. *************************

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.

Sincerely,

***** ****
Initial Complaint
Date:11/05/2024
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 phone which is an Icon 5 is having a lot of trouble! Its now acting like a flip phone! I've complain to customer service online many times and ask if they could replace it and they refuse to listen or get me a new phone! I'm to the point that i don't want to use there services anymore and want a new phone company
Business Response
Date: 11/26/2024
November 25, 2024

Better Business Bureau
Online Complaint

No: 22518738
Re: ****** ******** ********

Dear **********

This correspondence is in response to a complaint filed by ****** ******** ********* In her complaint,Ms. ******** states that her Cricket Wireless Icon 5 device is malfunctioning and behaving like a flip phone. She has made multiple attempts to resolve the issue through customer service without success. ********************** refuses to replace it. As a result of these ongoing difficulties, she is considering canceling her services with Cricket Wireless and switching to a different carrier.

We contacted Ms. ******** on November 8, 2024, to discuss her complaint. Ms. ******** informed us she has been experiencing dropped calls, issues with text messages, and general device malfunctions that began in August and worsened despite her device being in perfect condition. We shared with Ms. ******** that her device is eligible to be replaced, and we provided her with detailed information about the warranty claim process and available replacement options. Full information can be found at: ****************************************************************************

Ms. ******** requested a different make and model device as a replacement due to her experiences with the Icon 5. We offered to make a one-time exception to the regular warranty process by sending her a different make and model, and a return label for the defective device, which would arrive within 24 to 72 business hours.

On November 13, 2024, Ms.******** informed us that she received the replacement device, and we assisted her with the activation process. She confirmed she did not need any additional assistance from Cricket Wireless.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 11/26/2024

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,

****** Michelle ********
Initial Complaint
Date:11/04/2024
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 purchased a refurbished ******* Note 10 Plus from a reputable dealer in 2021. He used the phone for a short time with no issue before giving it to me. I transfered the phone to my carrier- Cricket, without incident, and proceeded to use the phone for 3 years.Last week, I changed carriers from Cricket to ************ I transferred my phone number and inserted the **** My phone alerted me that the phone was locked via the network and asked for a code. Mind you- this phone had a warranty and guarantee it eas unlocked. The phone worked either 2 separate carriers. The **** number came back clear and unlocked. So I went to a brick and mortar **** and was told there was nothing they could do. I went to another carriers brick and ****** where they attempted to enter master codes, to no avail. Finally, I called **** and was instructed to make an unlock request. The representative said the request number was the unlock code (NUL145929148832). First of all, the representative said it would be a 16 digit number. That is 15 minutes. I attempted it anyway and a prompt popped up saying my phone was blocked for too many failed attempts. It's now requiring me to input an MCK number, which apparently no one has.The audacity of a company holding a phone hostage that had been paid in full TWICE is absurd. Meanwhile, I have 4 children, am disabled and have absolutely no means of communication for emergencies. I only ask **** honor their agreement to unlock upon phone being paid in full.
Business Response
Date: 11/04/2024
AT&T has confirmed that the matter involves Cricket Wireless Services. Transferring complaint to be addressed by Cricket Wireless.
Business Response
Date: 11/22/2024
November 22, 2024

Better Business Bureau
Online Complaint

No:22503604
Re: ******* ********

Dear **********

This correspondence is in response to a complaint filed by ******* ********. In her complaint, Ms. ******** states that her husband purchased a refurbished ******* Galaxy Note 10 Plus device in 2021, which was used without any issue before being transferred to her. After successfully using the device with ********************** for three years, she encountered a problem when switching to ************ as the device became locked and required an unlock code despite assurances of being unlocked. Ms. ******** states she attempted to resolve the issue at various carriers but was unsuccessful. After following AT&T's instructions to make an unlock request, she was left with a blocked device and no means of communication. Ms. ******** is requesting assistance to resolve this issue.

We contacted Ms. ******** on November 13, 2024, to discuss her complaint. After reviewing the device information, we discovered the device had been used with the Cricket Wireless network for more than six months and we confirmed the device is from AT&T. We explained to Ms. ******** that we would contact the ******* tech support team to request assistance with the unlock of her device.

On November 18, 2024, ******* tech support shared with us the device unlock code to complete the device unlock request. We contacted Ms. ******** via email and shared with her the device unlock code assigned to her device to complete the unlocking process. Lastly, we requested that she reboot the device for the changes to be effective.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:11/04/2024
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 have 2 phone lines threw cricket wireless and I am trying to cancel 1 of the phone lines. I went to the store in ****************** and they said I have to call 611 because they cant do it in store. I call 611 and wait on hold for 25 minutes only to get disconnected.
Business Response
Date: 11/18/2024
November 18, 2024

Better Business Bureau
Online Complaint

No: 22510087
Re: *** *****

Dear **********

This correspondence is in response to a complaint filed by *** *****. In his complaint, Mr. ***** expressed frustration regarding his attempt to cancel one of his two phone lines with Cricket Wireless. He visited the store in *************, ****, where he was informed that the cancellation could not be processed in-store and that he needed to call 611 for assistance. After waiting on hold for 25 minutes, he was unfortunately disconnected, leaving him unable to resolve the issue. Mr. ***** is seeking assistance with canceling his secondary line.

We contacted Mr. ***** on November *******, to discuss his complaint. After authenticating his account, we assisted him with the requested cancelation of his wireless line explaining the terms and conditions for a cancelation request. More information about the Termination or Suspension of Cricket Wireless services can be found at ******************************************.

Additionally, we provided Mr. ***** with information about his next bill due,including the discounted amount required for the remaining line of service and our available contact channels for assistance with future requests.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 11/20/2024

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,

Sam's Shop
Initial Complaint
Date:11/04/2024
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 came into the store on Saturday 10/12 to activate a new phone I purchased. While waiting I took interest in a Bluetooth speaker that was for sale on display. The lady got a new speaker from the display case and rang up the purchase and I left the store . When getting home, I unboxed the speaker and it did not light up when putting on the charger.after letting it charge for about 30 minutes , no lights still came on but I did attempt to connect it to my phone and it responded . However once it connected , the speaker would only play for 6-7 seconds until it would disconnect. This is what continued to occur each time I tried to keep connecting it. Today is 10/16 and I returned to the store at 11:25 to either ask for a replacement or a refund. I was told by the male storeworker that even if it is not working , that I cannot receive a replacement or receive a refund. He asked me a series of questions about did the woman who sold it me take it out to see if it worked and I told him no she did not- she got me a new one from the case and so how am I supposed to know that is works if it is unopened when I bought it. I did not get a receipt but i do have a receipt of the purchase being debited from my account. There is nothing in the store that states purchased items are non-refundable. You cannot display items for purchase and when someone buys your defective product, not even offer them a replacement item. So basically they are deceiving customers and stealing but selling faulty products. Not one time did he open the box to see if perhaps I was using the product incorrectly , or try to show some type of customer care. I asked for a manager as was told she wasnt there and couldnt be reached.
Business Response
Date: 11/18/2024
November 18, 2024

Better Business Bureau
Online Complaint

No: 22430346
Re: **** *****

Dear ********************** correspondence is in response to a complaint filed by **** ************* her complaint, Ms. ***** details her experience on October 12, 2024, when she purchased a Bluetooth speaker that did not function properly upon unboxing.After letting the speaker charge for 30 minutes, no lights would come on, but after connecting it to her device it responded. Once connected, the speaker would only play for 6 - 7 seconds and then it would disconnect. This happened multiple times. Ms. ***** returned to the store on October 16, 2024, seeking a replacement or refund. However, the store representative informed her that replacements or refunds were not possible, despite her explanation that the item was unopened and untested prior to purchase. She expressed concern over the lack of customer care and clarity regarding the store's return policy.

We contacted Ms. ***** on November 7, 2024, to discuss her ************. ***** mentioned that she no longer had the equipment with her because she was in the process of moving out of *****************. We explained to ******** that to make a return or exchange of the equipment we would need to have the speaker available at the time of the process.

Furthermore, we offered Ms. ***** to process a credit on her Cricket Wireless account, to cover the price of the Bluetooth speaker purchased. She agreed to our offer. Lastly, we shared with her that we have escalated her experience to our executive leadership that works with this store location and management team. We assured her they would investigate internally.

Ms. ***** confirmed she was satisfied with the resolution provided and did not have other questions for Cricket Wireless.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:11/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 1 2024 at approximately 810 I signed into my cricket app went to the virtual support chat and set up a bridge pay extension and paid the fee of 25 dollars to keep my service for another 7 days. I woke on November 2nd to find my service was suspended I contacted customer service through the app on the chat first and then called and spoke to someone live and got told both times that the system was not working correctly and that my payment went in as a regular payment towards my account and not a bridge pay extension payment which in turn voided my bridge pay agreement and I now had to pay another 40 dollars to restore my service. the fact that the app wasn't working right was not brought to the attention of any customer everything seemed to have gone through and worked just like it was supposed to on the night of the 1st.
Business Response
Date: 11/13/2024
November 13, 2024

Better Business Bureau
Online Complaint

No: 22505171
Re: ****** *******

Dear **********

This correspondence is in response to a complaint filed by ****** *******. In her complaint, Ms. ******* states that on November 1, 2024, she signed into MyCricket to set up ********* and paid $25 to maintain her service active for an additional seven days. She states that on November 2, 2024, she discovered her service had been suspended.Despite contacting the Cricket Wireless customer care center through the app and by phone, Ms. ******* was informed that the system malfunctioned, causing her payment to be processed as a regular payment rather than a BridgePay, which voided her agreement and required her to pay an additional $40 to restore her service. She adds that the app's issues were not communicated to customers at the time of her transaction. Ms. ******* is requesting assistance to resolve this issue.

We contacted Ms. ******* on November 6, 2024, to discuss her complaint. After reviewing her account, we confirmed that Ms. ******* processed a payment, but was not enrolled in *********, which led to her services being suspended. We discovered that her service has been reactivated and is working as expected.

We offered to process a credit to her account for the reactivation fee she paid and for the inconvenience she experienced. Ms. ******* accepted our offer and the credit was applied to her Cricket Wireless account. Lastly, we shared with Ms. ******* the different options to enroll BridgePay on the account and shared that once BridgePay is activated she will always receive an SMS confirmation.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:10/30/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Oct. 21, I called them because my bill was $63.00 and asked for an extension to Oct. 31st. They asked me to make a bridge pay of $15 to keep the account open which I did make the payment. After they took the $15 bridge pay another bridge pay would be due on Oct. 30th. Today I called and they said the bridge pay would be $53.00. Why would I have to do another bridge pay when I can pay them on Oct. 31st? They asked if I could borrow from a friend and I told them that I don&#**;t have it. My bill is $63 normally. I feel that they rip people off.I would like for them to not turn my service off tonight.
Business Response
Date: 11/15/2024
November 14, 2024

Federal Communications Commission
Online Complaint

No: 22492273
Re: ****** ******

CC: ****** ******
************************************************************************************************

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

This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** states that on October 21, she called Cricket Wireless to request an extension for her bill until October 31 and was advised to set up a ********* to keep her account active,which she did and paid $15. She was then informed the remaining payment would be due on October 30. After calling on October 30, she was advised she would need to pay $53 or set up another extension, despite her ability to pay the full amount on October 31. She expressed concern about being asked to borrow money from friends, which she is unable to do, and feels that the situation is unfair as her normal bill is $63. Ms. ****** is requesting assistance to resolve this issue.

We contacted Ms. ****** on November ******, to discuss her complaint. After reviewing her account, we explained to Ms. ****** that ********* requires a portion of the bill to be paid in advance along with an activation fee and provides 7 days of service from the accounts due date to make a payment for the remaining balance. We advised her that once the BridgePay is set up, account changes are limited to processing the payment for the remaining balance or setting up a second BridgePay extension, which would require a payment for the same amount paid to initiate the BridgePay. We clarified to Ms. ****** we are unable to extend the bill for one day.

We recommended Ms. ****** change her account due date to a more suitable due date for her, but she decided not to make changes due to variability in her pay dates. Additionally, we suggested she consider downgrading her rate plan based on her current data usage and provided her with information on available rate plan options. Ms. ****** understood and indicated she would consider changing her plan later. She confirmed she did not need any further assistance from Cricket Wireless.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:10/29/2024
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.
Went to there site to purchase 5g phone service on 10/23/24. I paid for 3 months service and confirmed that my device was compatible through there checker. I have since received the sim card and activated service on 10/29/24. I spoke with ******** a manager in tech support and It turns out that my device is not compatible with 5G. I asked for a refund. They said no refunds.
Business Response
Date: 11/08/2024
November 8, 2024

Better Business Bureau
Online Complaint

No: 22488092
Re: ******** ********

Dear **********

This correspondence is in response to a complaint filed by ******** ********. In his complaint, Mr. ******** stated that he purchased a 5G phone service on October 23, 2024, paying for three months of service after confirming his device's compatibility through the provider checker. After receiving the *** card and activating the service on October 29, 2024, he spoke with a tech support Manager at Cricket Wireless who informed him that his device was not compatible with 5G services. Despite his request for a refund, he was told that refunds are not permitted. Mr. ******** would like to be refunded for the services he paid in advance.

We contacted Mr. ******** on November 2, 2024, to discuss his complaint. Mr. ******** expressed his dissatisfaction with the Cricket Wireless website's failure to provide accurate information about his device's compatibility with the 5G network. We apologized and clarified to him about the compatible devices listed on the website. Additionally,he requested to have his card information removed from the Auto Pay enrollment as he was no longer interested in keeping his line with Cricket Wireless.

We explained Mr. ******** the portion of the Cricket Wireless terms and conditions that 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: ******************************************.

Although payments are non-refundable,we confirmed the amount paid for his wireless services and explained that a refund would be processed back to the original payment method as a one-time exception and asked him to allow 3 to 5 business days to complete. We explained about the suspension on his service after the refund is completed as he understood, and he expressed satisfaction with the resolution provided.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:10/26/2024
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 am a victim of a sim swap scam. I had $274.00 dollars stolen from my cricket account and my stolen number was fraudulently used to make steal my identity. My bank account was accessed and money spent on a credit card. All of this was done without my permission or knowledge.On October 24, 2024 at 4:40 pm, I received a text message that my security pin for my telephone number **************) was changed. This was done without my authorization. At 05:16 pm, I was again notified by text message that a request to move my telephone number to a new device or sim was just received and about to occur. Subsequently my cell phone network was disconnected.I went to a local cricket wireless store on October 24, 2024 to report this and after verifying my identity the account was locked. I had to purchase a new phone and activate a new number at a cost of $139.00. Despite contacting customer service numerous times, this was not taken seriously and they have not done anything to correct this.
Business Response
Date: 11/19/2024
November 19, 2024

Better Business Bureau?
Online Complaint??

No: 22476880
Re: ********* ********

Dear ****************************** correspondence is in response to a complaint filed by ********* ********. In his complaint, Mr. ******** states he was a victim of a SIM swap scam on October 24, 2024, which resulted in the theft of $274 from his Cricket Wireless account and unauthorized access to his bank account, leading to fraudulent charges on his credit card. He received notifications that his security PIN was changed and that a request to transfer his phone number was initiated without his consent, causing his cell phone service to be disconnected. After visiting a local Cricket Wireless authorized retail store to report the incident and verify his identity, his account was locked, but he incurred a cost of $139 to purchase and activate a new phone and number. Despite multiple attempts to contact customer service, he feels that his concerns have not been taken seriously or addressed adequately. *********** is requesting assistance to resolve his issue.

We contacted Mr. ******** on October *******, to discuss his complaint. After researching his account, we believe that he may have been the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes.This individual may have then used his wireless number to gain access to other accounts where they used his phone number for verification.

On November 14, 2024, we successfully recovered his wireless number and provided him with a new SIM card. We updated his security information and provided him with additional security tips on how to keep his wireless account secure to prevent this from happening again.

We explained to Mr. ******** that we applied a credit to his account for the inconvenience and the new activation charges. He confirmed that his wireless number was working as expected and stated he did not need any additional assistance from Cricket Wireless.

Regards,

Cricket Wireless ?
Office of the President??
***************************************** NE?
*******, ** 30319
Initial Complaint
Date:10/25/2024
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.
10/20/2024 at 4:40pm we purchased a new iPhone and service with the company. The phone had an error message the first time it ever came on. They told us it just needed updated and it would work. The phone still didn't work. Wednesday 10/23/2024 at 5pm I came back to exchange the device. They told me I was a "fucking ******" and that's why the phone didn't work correctly. They refused to refund my money and charged me more to change the number saying it could be that. After that still didn't work, I asked for a different device that wasn't broken. They refused to do anything. I have now spent 9 hours in this store, missed work, and I still have a phone that was broken before I ever bought it. Today 10/25/24 I'm now with the store manager, he said it was my fault his employee called me a "fucking ******". Been here another 2 hours, and still nothing. This is completely ridiculous. If you come somewhere to buy something, it should work.
Business Response
Date: 11/19/2024
November 19, 2024

Better Business Bureau
Online Complaint

No: 22475344
Re: ****** *****

Dear **********

This correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** states that after purchasing a new iPhone and service on October 20, 2024, the phone displayed an error message upon first use. The phone remained non-functional despite being advised that an update would resolve the issue. After returning to the point of sale on October 23, 2024, to exchange the device, she was told the problem was her fault, and her request for a refund was denied. Instead,she was charged additional fees to change her number, which did not rectify the situation. After spending nine hours in the store and missing work, she sought a different device but was refused assistance. On October 25, 2024, after two more hours with the store manager, she was informed that the fault lay with her, leaving her frustrated with a defective phone purchased from the ********. ***** is seeking assistance with her device issues.

We contacted Ms. ***** on November ******, to discuss her complaint. We apologized for the experience at the Cricket Wireless authorized retail store and assured her that we would share her feedback with the executive leadership team that works with that location and they would investigate internally with the store leadership.

After reviewing her account, we confirmed the device she is having issues with is an iPhone 12. Ms. ***** informed us she did not have the device handy during our conversation and requested to call her back at another time. Despite our multiple attempts to contact Ms. ***** to troubleshoot her device, we were unsuccessful.

We emailed Ms. ***** to explain that her device is eligible to be replaced through the Apple Warranty option. We shared the step-by-step instructions and the phone number for Apple Support (*************) with her to complete the warranty replacement process. Should Ms. ***** still need assistance, she is encouraged to contact ******, Cricket Wireless Office of the ********* Manager, at ************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******, ********
Customer Answer
Date: 11/19/2024

Complaint: 22475344

I am rejecting this response because:
I still have a defective iPhone that can't make iCloud accounts. I shouldn't have to have ***** replace the phone under my Apple Warranty. Cricket should have replaced when I took it back the day after I bought it. I was lied to and told that if it didn't work, they would replace the device. I went there 4 times within that first 7 days. I should have never been forced to leave the store with a new phone that didn't work properly. I was also called a ****** by an employee because the phone wouldn't work properly. That employee had no consequences for what she said to me. Then I was threatened by the manager to be banned from the store when I requested a different phone and he made an iCloud then added it on there instead of just exchanging the phone for one that properly worked. I bought a brand new phone. I shouldn't have to create accounts on something else. It should have worked properly when I paid for it. I talked to 3 different employees and all of them treated me horribly and didn't resolve my issue and tried to charge me more money every time I went in the store. They were also supposed to issue a refund for making me change the number to try to fix the ****** account issue. They didn't do anything they said they would. Now I'm a customer of ******************** with an iPhone that doesn't function properly. It's not right to do anyone that way. I'm a hard working single mother. I should have the device I paid for, and it working correctly. I wish I never purchased anything from them.
Sincerely,

****** *****
Business Response
Date: 11/25/2024
November 25, 2024

Better Business Bureau
Online Complaint

No: 22475344
Re: ****** *****

Dear **********

This correspondence is in response to a rebuttal filed by ****** *****. In her rebuttal, Ms. ***** states she still has a defective iPhone that cannot make ****** accounts. She reports that despite returning to the store within the first week on four different occasions, she was misled by the staff, who assured her that the device would be replaced if it malfunctioned. Instead, she encountered rudeness from an employee and was threatened with a ban by the manager when she requested a different phone.Furthermore, she was subjected to additional charges and was promised a refund for changing her number, which was never fulfilled. As a hardworking single mother, Ms. ***** feels unjustly treated and believes she deserves a fully functional device for which she paid.

We attempted to contact Ms. ***** on November 20, 21, and 22, 2024 but were unsuccessful. To fully address her concerns, we require communication with her. We respectfully request that this complaint be closed as Ms. ***** has not responded to our follow-up calls and/or emails.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********

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