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:09/28/2024

  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.

  As of today, Saturday 9/28, I have been without cell service for six days. My phone was illegally ported out to Airtalk Wireless on 9/24 and a fraudulent account (Account# ****************** PIN: ***** was established in my name. I have filed complaint after complaint for help with Cricket's **************** line and Case# C-KEZURY was created. I've called day after day using a ****** Voice number that only operates over wi-fi with no results while I suffer without cell service. The local branch was also of no help to me as well. This is unacceptable and I want my service reactivated with Cricket NOW. You already have *******'s account ***************** PIN, so port my number back in today.

  Business Response

  Date: 10/10/2024

  October 10, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22353506
  Re: Luis Pena
  
  
  Dear Sir/Madam,
  
  This correspondence is in
  response to a complaint filed by Luis Pena. In his complaint, Mr. Pena states he
  has been without service for six days, as his line was illegally ported out to
  Airtalk Wireless on September 24, 2023, resulting in a fraudulent account being
  established in his name. Mr. Pena states that after filing multiple complaints
  with Cricket Wireless he still has not received a resolution. He has been
  forced to use a Google Voice number over Wi-Fi to seek help, but to no avail,
  and the local branch has also failed to assist him. He demands immediate
  reactivation of his service with Cricket Wireless, as all necessary details for
  porting his number back are already available. Mr. Pena is requesting
  assistance to resolve this issue.
  
  We contacted Mr. Pena on
  October 1, 2024, to discuss his complaint. After reviewing his account, we
  informed him that our advanced tech support team successfully recovered his
  phone number and created a new Cricket Wireless account. We assisted him in
  activating an eSIM, and after a scheduled callback, he confirmed that his
  services were working as expected.
  
  We processed a one-time credit on
  his account for the inconveniences he experienced and we assisted him in
  stablishing a new 4-digit PIN for additional account security. We explained the
  account lock option that will add security to his account. We assured Mr. Pena
  that his feedback would be shared with our executive leadership team which
  works directly with the store he visited and the call center leader to review
  his interaction and address it internally. Mr. Pena expressed satisfaction with
  the resolution.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  1025 Lenox Park Blvd. NE
  Atlanta, GA 30319

• Initial Complaint

  Date:09/26/2024

  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.

  I attempted to obtain service with cricket wireless but was unable to. They still took my money without my authorization nearly a month ago. I also received email stating I would not be charged. I've made 5 phone calls over 7 hours and still don't have my money back.

  Business Response

  Date: 10/10/2024

  October 9, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22342246
  Re:******* *********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* *********. In her complaint, Ms. ********* states that she attempted to obtain service with Cricket Wireless, but she was unable to do so. She states that her money was taken without authorization a month ago, and she received an email stating she would not be charged. Ms. ********* states she has made five phone calls over seven hours and still has not received her money back. Ms. ********* is requesting assistance to resolve this issue.
  
  We contacted Ms. ********* on October 4, 2024, to discuss her complaint. After reviewing her account, we informed her that, based on our research using the order number and phone number she provided, we were unable to find a payment processed for her account. We explained to Ms. ********* that when an online order is canceled, the credit or debit card should not be charged, and the preauthorized amount should be released from her within 1 3 days. She mentioned that it had been more than three weeks without receiving her refund.We recommended Ms. ********* contact the financial institution used for the payment, as we could not locate the payment she referenced. She indicated she would contact the Better Business Bureau again and ended the call.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22342246
  
  I am rejecting this response because:

  I am able if needed to provide a bank statement that shows the $30 taken from my account and further provide subsequent bank statements showing no refund was given. They had no problem pulling up my account when I called. I will provide these statements if requested.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 10/17/2024

  October 17, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22342246
  Re:******* *********
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal complaint filed by ******* *********. In her rebuttal, Ms. ********* states that a $30 payment was taken from her account and no refund was given. She is willing to provide a bank statement showing the $30 deduction and subsequent statements indicating no refund was issued. She also mentioned that her account was accessible when she called for assistance, and she is prepared to submit these statements if requested. Ms. ********* is requesting assistance to resolve this issue.
  
  We contacted Ms. ********* on October 4, 2024, to discuss her initial complaint. After reviewing her account, we informed her that, based on our research using the order number and phone number she provided, we were unable to find a payment processed for her account. We explained to Ms. ********* that when an online order is canceled, the credit or debit card should not be charged, and the preauthorized amount should be released within 1 3 days. She mentioned that it had been more than three weeks without receiving a refund. We recommended ************ contact the financial institution used for the payment, as we could not locate the payment she referenced. She indicated she would contact the Better Business Bureau again and ended the call.
  
  ************ shared a proof of a payment from her banking app, so we could further investigate her refund request. We attempted to contact Ms. ********* on October 14, 15, and 16, 2024 but were unsuccessful. We contacted her on October 16, 2024, via e-mail to share the outcome of the investigation, and we informed Ms. ********* that we did not find a payment processed to Cricket Wireless.
  
  Additionally,we explained to her that we identified a payment of $30 that was processed to a third-party company that is not Cricket Wireless. Therefore, we advised that she may contact her bank for additional confirmation that the payment in question was never processed to Cricket Wireless as it was only a pre-authorized charge.
  
  We respectfully request that this case be closed, as we are unable to further assist Ms. ******************************
  
  Cricket Wireless
  Office of the President
  ********************* NE
  *******, ********

• Initial Complaint

  Date:09/25/2024

  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.

  hello, i signed up for cricket's bridge pay on September 17, 2024, it was $55 to start which i did and second payment was due by 9/24/2024, so on Tuesday i made a payment of $66 and got a notification that cricket received my payment and on Wednesday they were telling me i needed to pay an additional $55 because i missed the deadline but that's not true as i paid before midnight at 11;35pm also we wasn't. aware of Central standard time they said we miss the deadline but in the phone messages. We received nothing says that, also we would like area refund of $40 back and a supervisor to call me because. We ended up paying a $161 bill which is ridiculous the $40 was to reinstated but still $161

  Business Response

  Date: 10/07/2024

  October 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22341029
  Re: **** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ******. In his complaint, Mr. ****** states that he signed up for Cricket Wireless Bridge Pay on September 17, 2024,with an initial payment of $55 and a second payment due by September 24, 2024.He made a payment of $66 on Tuesday, September 24, 2024, at 11:35 PM, and received a notification confirming the payment. However, on Wednesday, he was informed that he needed to pay an additional $55 due to missing the deadline,which he disputes as he was unaware of the Central Standard Time requirement.He also mentioned that the phone messages did not specify this time zone.Consequently, he ended up paying a total of $161 and is requesting a refund of $40 and a call from a supervisor.
  
  We contacted Mr. ****** on September 26, 2024, to discuss his complaint. We explained to him about the balance due for the Bridge Pay extension and explained that as part of the Terms and Conditions for this extension, the full amount must be paid on the seventh day by 11:59 PM central standard time to avoid any interruption with the services. We explained to him that as the full payment was not submitted on the seventh day of the extension, the account was suspended, and requested a full payment to restore services. Full Terms and Conditions can be found at: ****************************************************************************.
  
  We confirmed with Mr. ****** that his services are now active and working as expected. We assisted him by providing a courtesy credit to his Cricket Wireless account for the balance paid to restore his services. Mr. ****** confirmed he was satisfied with the resolution provided to him and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 10/07/2024

   
  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:09/25/2024

  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.

  I have had this wireless carrier for almost ten years. I recently started using their autopay feature, which gives a $5 credit so your bill is supposed to be $5 less. Every other month on the Cricket App, I am charged the additional $5 that should be credited. This has been happening for months now. I went to the store and the manager said he didnt know why it was happening, that it was a glitch. I asked how I could get the money I overpayed back and he didnt know. He also said I had to contact customer support, which today I finally got through to a representative (after multiple attempts). The representative on the phone (Usef) would not give me the number to speak to a district manager, but offered a supervisor. I disconnected the call, as I believe there is nothing they are willing to do to help. The representative also mentioned the glitch was with my bank. I did not argue, but the bank does not control the Cricket App bill that shows on the Cricket App. So I do not believe my bank is the problem. I would like someone to take this seriously, as I feel Im getting the runaround and no real help. Thank you for your time.

  Business Response

  Date: 10/10/2024

  October 10, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22338142
  Re: Danielle Taylor
  
  
  Dear
  Sir/Madam,
  

  This
  correspondence is in response to a complaint filed by Danielle Taylor. In her
  complaint, Ms. Taylor states she recently started using Auto Pay, which should
  provide a $5 credit, but she has been charged the additional $5 every other
  month on myCricket for several months. Despite visiting the store and speaking
  with the manager, who attributed the issue to a "glitch" and was
  unable to assist her any further. The manager advised her to contact Cricket
  Wireless customer care and after multiple attempts, she finally spoke with a customer
  care representative. She disconnected the call, believing no help would be
  forthcoming, and disagreed with the representative's assertion that the
  "glitch" was with her bank, as the issue appears on myCricket. She feels
  she is being given the runaround and seeks serious attention to resolve the
  matter.
  

  We contacted Ms. Taylor on October 3,
  2024, to discuss her complaint. After reviewing her account, we confirmed that
  she has been receiving the Auto Pay discount every month. We shared with her
  that myCricket would show the regular payment balance until the Auto Pay
  discount is applied two days before the due date. Ms. Taylor confirmed with her
  financial institution that she was being charged the right amount after the
  discount. Ms. Taylor expressed that her concern was addressed and did not have
  any additional questions.
  
  Regards, 
  Cricket Wireless ? 
  Office of the President?? 
  1025 Lenox Park Blvd. NE? 
  Atlanta, GA 30319

• Initial Complaint

  Date:09/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received mail from this company about a line I don't have and changes having been made to the account in the form of protection being added. When I reached out to the business to see why they were sending me mail with my info plastered all over it they refused to help. I want to know why I am receiving mail with my full name and address on it for an account I do not have and I want to know who they are selling my information to for someone else to be using my name and address on the account. discussions with customer care went no where so I would like to speak with corporate on the matter.

  Business Response

  Date: 10/03/2024

  
  October 3, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22321384
  Re: ***** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *****. In her complaint, Ms. ***** explains that she received a letter from Cricket Wireless regarding a wireless number she does not have, with changes made to her wireless account, including the addition of device protection. Upon contacting the business to inquire about the letter containing her full name and address, she was refused assistance. She seeks to understand why she is receiving this letter for a line she does not have and would like to know to whom her information is being sold, allowing someone else to use her name and address. Her discussions with customer care were unproductive,prompting her request to escalate the matter to the corporate office.
  
  We attempted to reach Ms. ***** on September 24, and 25, 2024, but were unsuccessful. She responded to one of our e-mails confirming that she did not want to continue any discussion about this case. She stated that she did not want to be contacted by Cricket Wireless and declined our assistance.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22321384
  
  I am rejecting this response because: They were untrue in their statements to you. I repeatedly told them the number was not on nor associated with my account and I wanted to know why my information was on someone else's account. I refused to talk to cricket because they kept trying to get me to let them into my account which has nothing to do with the complaint and were willfully incompetent in their reading skills when I informed them as such. I saw in their reply that they neglected to mention that. I just wanted to know why MY INFORMATION was tied to an account that WAS NOT mine. That was all but I remind you they just kept trying to get me to let them into my account and I am not comfortable with that due to a previous case I brought to the BBB around their messing with my account without permission. I just want to know why my information is being used for an account I do not have with an address that should ONLY be tied to my CURRENT account.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/09/2024

  October 9, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22321384
  Re: ***** *****
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal complaint filed by ***** *****. In her original complaint, Ms. ***** explains that she received a letter from Cricket Wireless regarding a wireless number she does not have, with changes made to her wireless account, including the addition of device protection. In her rebuttal, she expresses discomfort with the request of accessing her account, as she felt was unrelated to her complaint and reminiscent of a previous issue she reported. She emphasizes that her primary concern was understanding why her information was linked to an account that was not hers, and she noted that the representatives failed to address this in their response.
  
  We contacted Ms. ***** via e-mail on October 3, 2024, and requested a copy of the letter she received from Asurion to further investigate her concern, and she replied with an attachment of it. We shared with Ms. ***** that we would escalate her concern to Asurion to request the removal of the address filed on the letter and explained to her that to fully investigate why her information was tied to someone else's account, we must authenticate both accounts as part of our security and privacy policy.
  
  On October 8, 2024, we confirmed to Ms. ***** via e-mail that her address was completely removed from the Asurions database.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 10/09/2024

   
  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:09/20/2024

  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 refuses to allow me to transfer my phone number to another carrier. They have refused my requests for weeks, they refuse requests from the *** and apparently the *** refuses to make them comply as well.

  Business Response

  Date: 10/09/2024

  October 9, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22315318
  Re: David Oswalt
  
  
  Dear Sir/Madam,
  
  This correspondence is in response to a complaint filed by David
  Oswalt. In this complaint, Mr. Oswalt states that Cricket Wireless will not
  allow him to transfer his phone number to another service provider. He states
  that Cricket Wireless has refused his request and the request from The Federal
  Communications Commission.
  
  We contacted Mr. Oswalt via email on September 23, 2024, to discuss
  his complaint. We shared with him the steps to get his Number Transfer PIN
  (NTP) using the Cricket Wireless website, IVR, myCricket app, and by calling or
  chatting with our customer care center.
  
  Mr. Oswalt replied to our email and informed us that he is not getting
  the NTP and does not know where the NTP is going. He also stated that he does
  not have an alternative contact number and that he would not be able to
  communicate via phone call because he would not have service with his new
  carrier until he is able to port out his wireless number.
  
  We explained to Mr. Oswalt that the NTP was sent to the wireless
  number and SIM card associated with his account. We advised him to make sure
  his Cricket Wireless SIM card is inserted into his device and his service is
  active. Additionally, we explained to him that if he does not have access to
  his wireless number or device he can request the NTP by contacting customer
  care via chat or calling. We added that he must provide an alternative contact
  number as the NTP can only be provided through a phone conversation. We made
  one last attempt to contact him on September 30, 2024, but were unsuccessful.
  
  Unfortunately, Mr. Oswalt did not provide an alternative or working
  contact number.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  1025 Lenox Park Blvd. NE
  Atlanta, GA 30319

• Initial Complaint

  Date:09/17/2024

  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 bought the cricket SIM card at a local Target for my children. I set it up and activated it but immediately noticed that I didnt have good coverage. So it was useless. I called them back to ask for a refund which was $70 so I can activate another line for the kids. The representative said they will not refund me. I reported the situation to the *** . Cricket still has the courage to charge my debit card another $55 a month later without refunding me for bad service even though I never used the service. The *** advised I request a charge back from my bank.

  Business Response

  Date: 09/24/2024

  September 24, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22300630
  Re: **** *********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** *********. In his complaint, Mr.********* states that he purchased a Cricket Wireless SIM card from a local Target location for his children, activated it, and immediately noticed poor coverage, rendering the service useless. He contacted the customer care center for a refund of $70 to activate another line, but his request was denied.Subsequently, Cricket Wireless charged his debit card an additional $55 a month later despite the service being unused. Mr. ********* requests a refund.
  
  We contacted Mr. ********* on September 19, 2024, to discuss his complaint. After reviewing the account, we found that he activated services on August 14, 2024. We confirmed that the services were not used after the activation date. We explained to Mr. ********* that the Cricket Wireless Terms and Conditions of Services state that amounts paid for unused features and 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. We advised him the process takes 3 to 5 days to receive the refund to the original form of payment. Additionally, we assisted Mr. ********* with canceling the line and removing Auto Pay from the account and provided him with the cancelation information, which he agreed to. He confirmed he was satisfied with the resolution provided to him and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:09/17/2024

  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.

  Owner of this franchise is refusing to refund us. Recipet states that we have 7 days from purchase date to return devices.

  Business Response

  Date: 10/01/2024

  September 30, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22289573
  Re: ****** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ******. In his complaint, Mr. ****** states that the Cricket Wireless authorized retail store manager refuses to assist him with a refund. He adds that the receipt indicates that customers have 7 days from the purchase date to return devices. Mr. ****** is requesting a refund.
  
  We contacted Mr. ****** on September 23, 2024, to discuss his complaint. After authenticating his account, Mr. ****** explained that on September 15, 2024, he purchased a ******* A15 5G device and attempted to return it within the 7-day return policy, but the return was declined. We informed him that we would assist him with the device return process, and we provided him with a return label to send the device back to our warehouse.
  
  Mr.****** agreed to receive the refund as credit on his Cricket Wireless account and the credit was applied successfully. Lastly, we explained that his feedback would be shared with our executive leadership team which works with the store leadership for an internal review. Mr. ****** confirmed he did not have any additional questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:09/16/2024

  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 July 20th, 2024 I paid my Cricket Wireless bill through ****** and was doubled charged. ****** would not remove the double charge and Cricket wouldn't help me either. This resulted in a big mishap (with me as an individual not receiving any help from these corporations). My phone service was shut off when I asked ****** for a return, thinking the second payment would replace the first. To my horror, Cricket shut down my phone because their system took it as me not paying at all. I was also charged a late fee even though I had already paid on time. I called right away and spoke with a supervisor, *****. She said she would take away the additional charge if I went to *************** location and paid 45 dollars in cash. I went there and was told by the employee that my bill was 38, which I was surprised about and said that they told me 45. The employee told me that the 38 payment would fulfill my requirement to keep my service. 2 days later my phone was shut off again! I got a voicemail from the Cricket supervisor saying I didn't fulfill payment, but she didn't leave a direct number for me to call her back and explain. The *************** location would not issue me a refund. I had to pay ***** on Aug. 5 to turn my phone back on even though I had just paid on Aug 2. This kind of harassment and lack of help is very unacceptable. If I do not get credited ***** to my phone line ************, I will be leaving to a competitor. Thank you.

  Business Response

  Date: 10/02/2024

  October 1, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22291336
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** stated that on July 20, 2024, she paid her Cricket Wireless bill through ****** and was double charged. ****** did not remove the double charge, and Cricket Wireless did not assist her, resulting in her phone service being shut off when she requested a return from ******. Despite paying on time, she was charged a late fee and was told by a supervisor named ***** to pay $45.00 in cash at the Cricket Wireless store to remove the additional charge. Upon visiting the store, the employee informed her that $38.00 would suffice, but her phone was shut off again two days later. She received a voicemail from the supervisor without a direct callback number and had to pay $42.67 on August 5, 2024, to restore her service, despite having paid on August 2, 2024. Ms. ****** demands a credit of $42.67 for her phone line or she will switch to a competitor.
  
  We contacted Ms. ****** on September 23, 2024, to discuss her complaint. We informed her that records indicate that no double payment was processed for her account. Additionally, we explained we determined that the reactivation fee was charged correctly as the balance of her bill after reaching out to customer care was not paid in full. We processed a one-time courtesy credit of $42.67 and provided expectations for next month's payment. Ms. ****** confirmed her satisfaction with the resolution and had no further requests.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:09/11/2024

  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 went in a cricket location **************************************************************************************************. I went in with two phones wanting to get new lines attached on two devices I had, for some reason it wasn't able to be done. ****** was very helpful and had patience while trying to help me attach the phone lines for over a hour. So I asked for a refund and was told I could not receive a refund because the store manager told me they couldn't offer a refund because of company policy. Prior to the sale being made I wasn't aware of the non refund policy, im not saying its Lorenas fault or the store manager but I would like Cricket to make a exception because I was not aware of the risk if my phone would not work with their service. Im just asking for a refund from Cricket wireless thank you.

  Business Response

  Date: 09/24/2024

  September 24, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22273157
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** describes visiting a Cricket Wireless authorized retail store on May 16, 2024,to activate new lines to two devices. Despite the store representatives help and patient efforts for over an hour, the process could not be completed. Upon requesting a refund, he was informed by the store manager that a refund could not be issued due to company policy, a policy he was unaware of before the sale. Mr. ****** requests an exception to this policy and a refund from Cricket Wireless, as he was not informed of the risk that his phones might not be compatible with the service.
  
  We contacted Mr. ****** on September 13, 2024, to discuss his complaint. After reviewing the account, we found that he completed a port request for his line with Cricket Wireless on May 16, 2024. We then discovered that his number was ported out of Cricket Wireless a day later on May 17, 2024. 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: ******************************************.
  
  Although payments are non-refundable, we made an exception for him and issued the requested refund.We explained to him that this process takes 7 to 10 days to receive the refund check in the mail. He confirmed he was satisfied with the resolution that was provided and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 09/24/2024

   
  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,
  
  ***** ******