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

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1050 W Colfax Ave STE E & F Denver, CO 80204-2071

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  Cricket Wireless, LLC

  112 W 87th St STE M5 Chicago, IL 60620-1318

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:08/23/2024

  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.

  On August 21, 2024 I called to change my pin on my account. I was told I need to be in person and show my identity to make changes like that, I agreed and planned to be there Friday that week. When I get there I no longer have an account. Someone else showed up on that store, changed my pin, took my name off off of my account. When I asked how this happened all they could say was "I don't know" I want these three phone numbers and this account to be shut off and closed now. I don't care about the money on the account left. ******************** allowed someone else to steal my account and my phone numbers. That is fraud. I would like for a manager of this business or a representative from cricket wireless to reach out to me to ensure the fraudulent activity is done with, my account gets shut down and the three numbers and phones get locked out with it. I cannot believe in this day and age someone can just show up and take over an account that does not belong to them.

  Business Response

  Date: 09/12/2024

  September 12, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22187231
  Re: ***********************
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***********************. In his complaint, ****************** states that he contacted Cricket Wireless on August 21, 2024, to change his account PIN and was informed that he needed to be present in person to make such changes. He agreed to this and planned to visit the authorized retailer that Friday. Once at the store, he discovered that his account had been taken over by someone else who changed his PIN and removed his name from the account. When he inquired about this, he was told that the authorized retailer had no information on how it happened. ***************** is requesting his account be closed and the three wireless numbers associated with it be locked out. He believes that this is a case of fraud and would like a representative from Cricket Wireless to reach out to him to ensure that the fraudulent activity is stopped.

  
  We contacted ***************** on September 10, 2024, 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.
  ***************** informed us he does not wish to recover his wireless numbers, as they have been compromised. He also requested us to cancel all the lines he had on his account. We offered to provide him with new wireless numbers and activate a new account at no cost, but he did not accept our offer. We confirmed to ***************** that his wireless numbers/account have been canceled.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******,** 30319

  
  

  Customer Answer

  Date: 09/12/2024

   
  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. Cricket wireless in addition to what you have already done for this case please remove any and all personal information of mine from your system..thank you very much.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/23/2024

  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.

  Hi, we have been having service issues (we have 5 lines on our plan) and I called and spoke to a supervisor yesterday describing to him the intermittent quality of service issues and literally experienced a dropped call during that call. The *** probably thought I hung up on him which I did not. We've been loyal and happy customers for around 9 years but this issue has been frustrating and we'd really like to speak to someone at a higher level about our account. Can you please have someone from corporate call me at my number below?Thanks,****** (*************** ************

  Business Response

  Date: 09/12/2024

  September 12, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22185146
  Re: ***************************
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***************************. In his complaint, ****************** reports that he has been experiencing issues with his wireless service. He adds that he contacted the Cricket Wireless care center and spoke to a supervisor to explain the intermittent service when the call dropped for the same issue. ****************** states he has been a loyal customer for almost nine years and is frustrated with the current situation. He requests to speak to someone at a higher level about his account to receive assistance.

  
  We contacted ***************** on August 26, 2024, to discuss his complaint. After reviewing his account and coverage details, we discovered that there was an outage affecting the area where he lives and lasted approximately one month. We confirmed to him that this outage has been resolved and he stated that his service is working correctly.
  We shared with ****************** that we applied a courtesy credit to his Cricket Wireless account for the days that his services did not work. He accepted the credit and confirmed he did not have any other questions regarding this complaint.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******,** 30319

• Initial Complaint

  Date:08/22/2024

  Type:Sales and Advertising 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 customer for for 3-4 years. I had added a line for my now ex-girlfriend. When we broke up, I called to cancel her line as she went and got her own phone/plan. I was told it would be canceled. It never was. So, today (like 8-10 months after my original call), I decided to do the chat feature so I had it in writing. I ***eatedly mentioned/asked about a refund for all the months that I have been paying for the extra line even with me previously calling and canceling it. There has been ZERO activity on that line and it can clearly be seen. After the chat with the agent, the line is now canceled but I advised the *** I was speaking with that I would be reaching out to the corporate office since I was blatantly being ignored about the refund for the payments on a line that was not supposed to be on my account any longer. I'm really curious if this is standard business practice for Cricket Wireless or just a single situation. Either way, it would be great to re-coop some of the money back that I have paid that I shouldn't have had to.

  Business Response

  Date: 09/16/2024

  September 16, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22180681
  Re: *******************
  
  
  Dear ********************************** correspondence is in response to a complaint filed by *******************. In his complaint, ************ asserts that he had added a wireless line for his now ex-girlfriend. When they broke up, he contacted Cricket Wireless customer care to cancel the line, as his ex-girlfriend went to a different carrier and activated her service. ************ states that he was informed that the line would be canceled, but it never was.After 810 months after the line cancelation request, he contacted customer care via chat and repeatedly asked for a refund for all the months that he had been paying for the line. He further states that there has been zero activity on that line. After the chat with the customer care representative, they confirmed the line was canceled, and he advised the care representative that he would be reaching out to the corporate office since he was being ignored about the refund request. ************ is requesting assistance receiving a refund.

  
  We contacted ************ on September 10, 2024, to discuss his complaint. After reviewing his account, we discovered that he contacted Cricket Wireless customer care via chat on January 28, 2024, to cancel his ex-girlfriends line; however, he abandoned the chat before the care chat representative could complete the cancelation of the line leading to keeping the line active on his account and the line remained active until August *******, when the line was completely canceled per his request.

  
  We want to assure ************ that Cricket Wireless takes pride in our customer's experience and is committed to providing excellent customer service. We shared with him that we have escalated his experience to our call center executive leadership teams and assured him they will investigate further with managers and representatives.
  

  We informed ************ that even though the service payments are non-refundable, we applied a courtesy credit to his account, and shared information regarding his next due date and bill. ************ confirmed he did not have any other questions regarding his case.
  
  
  Regards,
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,** 30319

  Customer Answer

  Date: 09/17/2024

   
  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:08/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Description of the Problem:I received a *** card from Cricket Wireless as part of their "Try Cricket" program. Despite having an unlocked phone, the *** card has not been activated. I visited a Cricket Wireless store seeking assistance, but unfortunately, no one was able to help me. Following this, I contacted Cricket's customer service via their hotline and chat support, but again, I received no assistance or resolution to my problem.Impact:This lack of service has caused significant inconvenience and frustration. I have been unable to utilize the services promised by Cricket Wireless, and the time spent attempting to resolve this issue has been considerable.Resolution Sought:I am seeking immediate activation of my *** card or an alternative solution that allows me to use the service without further delay. Additionally, I would appreciate an explanation of why this issue occurred and what measures Cricket Wireless will take to prevent similar situations in the future.Conclusion:I hope that by bringing this matter to the attention of the BBB, Cricket Wireless will address this issue promptly and improve their customer service processes. I look forward to a swift resolution to this matter.

  Business Response

  Date: 09/12/2024

  September 12, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22177576
  Re: *************************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by *************************. In his complaint, **************** states that he received a *** card from Cricket Wireless as part of the Try Cricket program, but despite having an unlocked device, the *** card has not been activated. He states he visited a Cricket Wireless store seeking assistance, but no one was able to assist him. **************** states that he contacted Cricket Wireless customer care and chat support, but he received no assistance or resolution to his problem. He is seeking immediate activation of his *** card or an alternative solution that allows him to use the service without further delay. Additionally, **************** would appreciate an explanation of why this issue occurred and what measures Cricket Wireless will take to prevent similar situations in the future. **************** is requesting assistance to resolve this issue.
  
  We attempted to contact *************** via phone call and e-mail on September 9, 11, and 12, 2024, to discuss his complaint, but we were unsuccessful. To investigate ******************** concerns,we require communication with him. Should he still require assistance, he is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:08/20/2024

  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.

  I attempted to set up a bridge payment in April 2024 and it was unsuccessful. I made a payment in full with the same card and it went through. I filed a complaint to the BBB and someone responded to me from the presidents office to get it resolved and that the next time I attempt to do a bridge payment it would work. I attempted to do a bridge payment on August 19th and August 20th and it was still unsuccessful. There was nothing wrong on my end for my bank and it is unacceptable that a payment method is not available to me without there being no explanation why or a fix to it. I was told by a manager that the payment system is working fine and there is nothing wrong and there something. I spoke with a manager named **** and he told me that it was my bank that was declining the payment for $60 but the bank payed the full amount of $121 and there is nothing wrong on their end.

  Business Response

  Date: 08/29/2024

  August 29, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22170657
  Re: *************************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by *************************. In his complaint, **************** states that he attempted to set up BridgePay in April 2024, which was unsuccessful, due to the payment failing.However, he made a full payment using the same card, and it was successful. He adds that he filed a complaint with the Better Business Bureau, and someone responded from the ****************** to resolve his concern. They explained that the next time he attempts to enroll in BridgePay, it would work. *************** attempted to enroll in ********* on August 19, and 20, 2024, and it was still unsuccessful. He was informed that the payment system was working fine,and there is nothing wrong with it. He spoke to a manager who told him that it was his bank that was declining the payment of $60, but he paid the full amount of $121 with the same card, and it went through. He feels it is unacceptable that the payment method is not available to him without any explanation or a resolution.
  
  We contacted **************** on August 22, 2024, to discuss his complaint.After reviewing his account and payment information, we found two failed transactions from August 19, 2024. We informed **************** that these transactions were not processed because his card was declined and explained that the most common reason of declined transactions is due to insufficient funds. For this reason, the BridgePay on his account could not be completed. We also confirmed that he processed a full payment of $121 on August 20, 2024. We did not find any failed payments from this date. We advise **************** to contact his financial institution for further details on the declined transactions.
  
  Additionally, we provided him with information about the different payment methods available with Cricket Wireless such as service payment cards,and refill cards. We also recommended using a different debit/credit card if available.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22170657
  
  I am rejecting this response because: I was lied to about the bridge pay being looked into when I initially attempted to use it in April, but it was not as the Manager of the office of the president told me the same thing the manager told me when there was the failed attempts on the 19th and 20th of August. Also I was lied to by the manager of the office of the President when she told me that there was no records of any bridge pay declining on the 20th when I spoke to a manager to attempt to do it with him on the line. What that signifies to me is that someone is lying to me and they do not care to resolve this matter at all. Also, the option to have bridge pay not available to me and there is no attempt at all to find out why is a slap in the face to all other customers that cannot use bridge pay with a specific card.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/04/2024

  September 4, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22170657
  Re: *************************
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by *************************. In his complaint, **************** states that he was misled about the BridgePay being investigated in April, and that the same thing happened again in August.He also mentioned that he was told there were no records of any BridgePay declining on August 20th, despite speaking to a manager on the line. He feels that someone is lying to him and that there is no effort to resolve this issue.Additionally, he expressed disappointment that the option for BridgePay is not available to him, and that there is no attempt to find out why.
  
  We contacted **************** on August 22, 2024, to discuss his complaint.After reviewing his account and payment information, we found two failed transactions from August 19, 2024. We informed **************** that these transactions were not processed because his card was declined and explained that the most common reason of declined transactions is due to insufficient funds. For this reason, the BridgePay on his account could not be completed. We also confirmed that he processed a full payment of $121 on August 20, 2024. We did not find any failed payments from this date. We advise **************** to contact his financial institution for further details on the declined transactions.
  
  Additionally, we provided him with information about the different payment methods available with Cricket Wireless such as service payment cards,and refill cards. We also recommended using a different debit/credit card if available.
  
  We respectfully request that this complaint is closed, as we are unable to further assist ****************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22170657
  
  I am rejecting this response because: This response from Cricket wireless is absolutely unsatisfactory for the years that I have been a loyal customer. From the first time this happened in April to being told they will look into it and to the current incident now. They are just repeating the same thing over and over again instead of finding out the truth. I want a refund of the money that I paid for because this is unacceptable to be treated like this. And to put it into prospective to anyone who actually reads these complaints, 1. Cricket Wireless is lying to my face that I did not attempt to make a bridge payment on August 20th to which I did since the calls are recorded, 2. The system Cricket wireless has is messed up and they are lying to cover themselves which is a horrible thing to do to customers, 3. The manager I was talking to on the 20th of August changed the information regarding my attempts to do a bridge pay and that is horrible.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/20/2024

  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 is a joke. I don't get my services I pay for . They do Not help with anything . They take my money and I get little to no service at all. I had out if pocket medical bills come up . And they threaten to suspend my services bc I couldn't t make the full payment . I paid for 1/2 of my bill already . Now as of today they will shut my phone off because I can't pay the balance until Aug 23 in 3 days. I have called 7 times with other issues to get hung up on or they will only discuss making payments and not issues. I tried 7 times today alone to get thru to take to some one automated system just rejects my calls. I missed several voicemails texts calls. When I tell them this they offer no acceptable answers or solutions . I have unexpected $$ for myself and my son who is 5 years old .I did what any mother would and pay out of pocket because insurance did not cover. I told cricket that that came up last min . I called cricket as soon as I knew I couldn't And they said will then it's getting shut off as of today.8-20-24 at 11:59am eastern time. Now I just paid ***** on 8-13-24 Bal now is *****. now on Friday I have to pay another full bill to get my services turned on just to pay another ****** 2 weeks later. Highway robbery. My phone is my life line I had to use neighbors phone just to speak to a live person . This is a nightmare company I have asked the BBB before and got no real solutions. I would like this looked into and I want my money back they expect me to pay fully balance for lil to no service . They are unwilling to work with me I even offered to leave a credit card on file to turn on 8-23-24. Cricket supervisor said no . So I have to pay ***** 8-13-14 bill due date. Had 100 dollars of medical bills unexpectedly come up.Pay ***** which is balance as of 8_20_24.Getting shut off. As of today To pay ****** on 8-23-24 to get my service back on . Only to pay again by Sept 13th $****** . This is ridiculous. 1 income family of 4

  Business Response

  Date: 09/11/2024

  September 11, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22170294
  Re: *****************
  
  Dear **********
  
  This correspondence is in response to a complaint filed by *****************. In her complaint, ************ states that Cricket Wireless is not providing her with the service she is paying for as she barely gets network connectivity. She is missing phone calls, text messages, and voicemails.She adds that Cricket Wireless threatened to suspend her service even though she has already paid for half of her bill, and she informed customer service that she is going through a hard financial situation. She has contacted customer care multiple times and has been hung up on or given the runaround about her issues. She paid $50.00 on August 13 but was informed that there is another $72 payment required to keep her service on, just to be required to pay for her next billing cycle in around 2 weeks. Cricket Wireless is not willing to assist her to keep her service on, even though she offered to provide her card information so they can process her payment on August 24, 2024, when she is able to get her money. ************ is requesting this matter to be investigated and she wants a refund for the payments she processed because she is not receiving good service.
  
  We contacted ************ on September ******, to discuss her complaint. We discovered that she set up a Bridge Pay on August 9, 2024, which allowed her to keep her service active for 7 days from her due date by processing a partial payment of her full bill. The remaining balance was not paid by the expected due date and her account was suspended due to non-payment. On August 23, 2024, she processed the full payment on her account to reactivate her account.
  
  We explained to ************ that service payments are non-refundable, and we offered to process a one-time courtesy credit to her account for the inconvenience she experienced with customer care. We assured ************ that we escalated her experience with our care leadership team to review internally.
  
  Additionally, we performed troubleshooting steps on her device and service to re-register to the Cricket Wireless network. We recommended she reboot her device and set up a callback to confirm the outcome. We attempted to contact ************ on September 6 and 9, 2024, but were unsuccessful. Should ************ still require assistance,she may contact *****, Office of the ********* Manager, at *************. 
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:08/20/2024

  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.

  I am a new customer to **********************. They are running a promotion where you pay for 2 months of service up front so you can buy the iPhone 11 for $99. I signed up and purchased the phone. I was sent a faulty phone, the screen cut to black and I was never able to turn it back on. The phone was still under the 7 day warranty. I called customer service to get a replacement phone and after multiple people told me they dont give replacement phones one person in customer service prompted me to return the phone promising me once they accepted the return I would be sent a new phone. The phone was then processed as a rerun so I received my $99 back to my card. The issue is they will not honor the promotion of the $99 iPhone, which is the only reason I moved to Cricket from my previous carrier. To get the same phone I would have to spend $499. Ive spent days and hours speaking with customer service only to be transferred back to warranty department. Both departments claim its an issue for the other department. All representatives have been rude and promised to call me back and have never called me back once. One representative told me they would go back and review our recorded calls but I never received a follow up call or any further information. I have 2 month of service that I cannot use due to the faulty device I received.

  Business Response

  Date: 09/02/2024

  September 2, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22165888
  Re: ***********************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***********************. In her complaint, ****************** stated that she signed up for the promotion where she paid for two months of service upfront to purchase the iPhone 11 for $99. However, she received a faulty phone that would not turn on but was still under the seven-day warranty.After speaking with customer care, she was prompted to return the phone and was promised a replacement. Despite this, the phone was processed as a return, and she received her $99 back on her card. ****************** explains that the issue is that Cricket Wireless will not honor the promotion of the $99 iPhone, which was the only reason she moved to Cricket Wireless from her previous carrier. She has spent days and hours speaking with customer care, only to be transferred back and forth between the warranty and customer care departments. All representatives have promised to call her back but have never followed through.She now has two months of service that she cannot use due to the faulty device she received.
  
  We contacted ****************** on August 23, 2024, to discuss her complaint. After reviewing her account, we confirmed that the return of her defective device was processed, and she had been issued a refund of $99. ****************** informed us she had contacted the Cricket Wireless customer support through ******** for assistance before filing her complaint and confirmed that she had just received a new iPhone 11 as a replacement upon agreeing to this resolution with our customer support team via ********.
  
  We assisted ****************** with the activation of the replacement device and service. She tested the service with her new device and confirmed it worked as expected. ****************** shared she is satisfied with the resolution provided and stated she had no further questions for Cricket Wireless regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:08/19/2024

  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 placed an order through Cricket Wireless the first one was on 8/10/24 & I was purchasing a Apple ************* Wireless Headphones I financed it through Progressive Leasing a company they have on their website I did everything I was suppose to paid what I was told to pay & waited for my merchandise to be shipped & it never got shipped every time I called I was told something different & was basically lied to about what was going on!! I was even told at one point by a supervisor supposedly that they were trying to get it shipped out to where I could receive that day or first thing in the morning which I knew was a lie b/c it was like 2pm & there was no way possible for me to receive it the same day! So I cancelled that order on 8/15/24 & placed it again on 8/15/24 & ordered the same exact items & the exact same thing happened again!!! I did what I was supposed to do, I paid what I was supposed to pay & once again I waited to get an email with my tracking number & never got one. When I would check the status it was still ************** did a chat thing with customer ************** would tell me the same thing its processing but the order confirmation email that they send when you place your order has a place to click on to track your order when you go to that page itll say processing there is also a box underneath that & it says any orders placed after 2 PM. ET will be processed the next business day & when I would say something to them about that, they give me the same thing its still processing they could never give me a direct answer on what was going on so I ended up cancelling that order as well!! So here I am after placing 2 orders with them I still wasnt able to get my items!! The sad thing is they dont even care or want to try & help resolve what the issue is!! When I said I wanted to cancel my order never once did they ask why or try to help figure anything out!! Cricket Wireless has THE WORSE customer service I have EVER dealt with in my life!!

  Business Response

  Date: 08/29/2024

  August 29, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22164335
  Re: ***************************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***************************. In her complaint, ******************** states that she placed two orders with Cricket Wireless, one on August 10th and the second on August 15th, 2024, for an Apple Watch and Beats Wireless Headphones. She financed the purchases through Progressive Leasing and paid that for which needed to be paid. She explains that her merchandise was never shipped for any of the orders she made, and every time she called, the representatives would give her different information. ******************** canceled both orders and customer service representatives did not even ask her the reason for the cancellation nor attempt to resolve the issue. She expressed frustration with Cricket Wireless' poor customer service and is requesting a resolution to this issue.
  
  We contacted ******************** on August 22, 2024, to discuss her complaint. After reviewing her account, we were able to find the two orders ******************** had placed. We discovered that both online orders were never processed and confirmed she had canceled both orders after some time. We explained to her that the online orders could have remained in pending status because the items were out of stock and/or due to a system error.
  
  We offered ******************** the option to validate with her nearest Cricket Wireless authorized retail store if the items she was interested in purchasing were still available. She later informed us that she had contacted her local Cricket Wireless authorized retail store and the sales representative confirmed that one of the items was available for immediate purchase and that she would be ordering the second item online again. ******************** confirmed that she would be visiting the authorized retail store to complete the purchase.
  
  Additionally, we processed a one-time courtesy credit to ********************** account for the inconvenience she experienced, and she confirmed she does not need additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:08/19/2024

  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 purchased a plan based of the information on the website and direct information from a cricket associate **** through chat. I was told I would be able to transfer my number to cricket on a 3 month plan. I purchased the plan and the transfer was never able to go through. I called to get this resolved and was told I could not transfer a number with the 3 month plan. I asked for a refund since this was the only reason I was purchasing the plan and the refund was refused. I asked to speak to a supervisor and they also refused the refund despite the fact I was clearly given poor information from the initial cricket associate. I would like a full refund since what I did not receive what I paid for.

  Business Response

  Date: 09/02/2024

  September 2, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22163801
  Re: *********************
  
  
  
  Dear ********************** correspondence is in response to a complaint filed by *********************. In his complaint, ****************** states that he purchased a plan based on information from the Cricket Wireless website and a customer service chat representative. He was informed that he could transfer his wireless number to Cricket Wireless and activate a 3-month plan, but the transfer never went through. Upon calling to resolve the issue, he was informed that he could not transfer a number and activate the 3-month plan. He adds that he requested a refund, which was declined, and even after speaking to a supervisor, the refund was still not granted. ****************** is requesting assistance to receive a full refund.
  
  We contacted ****************** on August 21, 2024, to discuss his complaint. After reviewing his account, we explained that the 3-month plan could only be activated online.****************** mentioned that he had already transferred his wireless number to a different service provider. We informed ****************** that as set forth in the Cricket Wireless terms and conditions of service, 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 Cricket Wireless does not provide refunds, we made an exception for ****************** and processed a refund back to his original form of payment. We informed him that he should receive his refund within 3 - 5 business days. ****************** confirmed he does not need additional assistance from Cricket Wireless.
  
  
  Regards,  
  
  Cricket Wireless  
  Office of the President 
  ***************************************** NE 
  *******, ** 30319 

• Initial Complaint

  Date:08/19/2024

  Type:Product 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 disgruntled because Cricket is refusing to issue a refund for a product because their policy states that refunds will not be issued on accessories yet I was not notified by the salesperson prior to purchasing. I went to this location to purchase a phone charger. Typically, I use a Type-C/USB charger but they only had double Type-C cords. Therefore, I also had to purchase a wall adapter. Since I've never used that type of charger, I was hesitant to buy it but told the salesperson that if it doesn't work, I'll return it. This would have been his opportunity to explain the store's policy on returns but, he failed to do so. After purchasing, he asked me if I wanted my receipt. Why offer a receipt if you know I cannot get a refund? I responded 'yes' and said again, "in case it doesn't work and I need to return it." The next day, I attempted to return the item. The young lady refused. She called her district manager who also refused. She showed me the return policy sign on the counter. I did not get serviced at that counter to see the sign. They offered to exchange for another charger cord but I bought one that works later that evening so I didn't want an exchange for another cord that probably won't work. She told me to go to another Cricket location or call the customer service number. I told her that having another store issue a refund was not fair to them. I called customer service and they could not resolve the issue favorably. I even said I would accept a credit on my phone bill. The phone *** told me to go back in the store and ask for a refill card, They can put the purchase amount on the refill card then I can use it to pay my bill. The same salesperson told me they didn't have them.At this point, I didn't know if she was telling the truth or being spiteful. I can only surmise that she just didn't want to deal with it by her many deflections to push it on someone else. I should not be penalized because their employee failed to communicate the store's policy.

  Business Response

  Date: 09/02/2024

  September 1, 2024 
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22158107 
  Re: ***********************;
   
  
  Dear ********************************** correspondence is in response to a complaint filed by ***********************. In her complaint, ************** states that she is disgruntled with the Cricket Wireless policy on refunds for accessories. She explains that she visited a Cricket Wireless authorized retail store to purchase a device charger, but the sales representative failed to inform her that accessories are non-refundable. After completing the purchase, she states that she notified the sales representative that if the charger does not work, she will return it. ************** attempted to return the item the next day and both the representative and store manager refused. She adds that she was offered to do a charger exchange, but she declined the offer because she had already purchased one that did work. She then contacted Cricket Wireless customer care, and her issue was not resolved either. The care representative advised her to go back to the store and request a refill card so the store could add the value of the charger as a credit to the card, but this was also declined. ************** feels that she should not be penalized for the sales representative's failure to communicate the store's policy and is requesting assistance to resolve this issue.
  
  We contacted ************** on August *******, to discuss her complaint. After reviewing her account, we explained to ************** that accessories purchased from a Cricket Wireless authorized retail store are subject to that authorized retailer's return policy. More information can be found at: **********************************************************************************************.
  
  ************** agreed to receive a one-time courtesy credit to her Cricket Wireless account for the value of the device charger. Lastly, we want to assure her that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service with each interaction. We have escalated ****************** experience to the executive leadership team that works directly with that store location and explained they will investigate further with managers and representatives.
  
  
  Regards,  
  
  Cricket Wireless  
  Office of the President 
  ***************************************** NE 
  *******, ** 30319 

  Customer Answer

  Date: 09/02/2024

   
  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,
  
  ***********************