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

1,264 total complaints in the last 3 years.
374 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:07/27/2024
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.
We recently wanted to change our cellphone service provider from Cricket Wireless to ********* My wife spoke to ******** on June 21, 2024 & began the process for ordering new cellphones & service. However, the rep incurred a problem on his end & told her he would call her back after resolving it in about two days. He never called & we received an email saying the order was cancelled. She contacted ******** again on June 27, 2024, spoke with a different rep, & began a new process for service. By this time, our Cricket payment of $70 was due by the end of the month , which was paid on June 28, 2024. This new service also involved purchasing new phones. They were delivered to us on July 1, 2024. The process of porting the phone numbers from Cricket to ******** began within a day or two and I was told by Cricket that my service would stop once that was completed.I then contacted Cricket to inquire about a refund. Representative said to file a dispute with my bank because they do not give refunds. My wife did on July 9, 2024 at ***********. They would contact her when finalized. She contacted the bank on July 24, 2024 & the rep told her the dispute was denied. Cricket denied to issue a refund.I contacted Cricket again & the rep told me she could not issue a refund because this was a prepaid service. I asked to speak with a ***************** did call me back later. The final result was the same. The manager stated that they do not issue refunds once the service is paid for.The end result is we are paying for a month of service that is no longer active & Cricket refuses to issue a refund. We paid this Cricket bill because we did not want an interruption in cell service before this whole process was completed. Cricket will cancel for nonpayment. Even though our Cricket account is in my name, my wife, *************************, opened the ******** account in her name. Two lines with each name on each line as we did with the Cricket account.
Business Response
Date: 08/12/2024
August 12, 2024

Better Business Bureau
Online Complaint

No: 22053221
Re: *****************

Dear ********** ************ correspondence is in response to a complaint filed by *****************. In her complaint, ************ states that she and her husband were attempting to switch their cellphone service provider from Cricket Wireless to ********* The process began on June 21, 2024, but was delayed due to a problem on ********** end. They eventually received their new phones on July 1, 2024, and began the process of porting their phone numbers.In the meantime, their Cricket Wireless account payment of $70.00 was due on June 30, 2024, which they paid on June 28, 2024. Despite their service no longer being active, Cricket refuses to issue a refund. The account was in ********************* name, but the ******** account was opened in his wife's name, *************************.

We contacted ************ on July 31,2024, to discuss her complaint. We shared with ************ information regarding the last payment received, which was $70.00 on June 28, 2024, and explained the Cricket Wireless refund policy. 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 and provided a refund for the last payment processed on her account. We asked ************ to allow 7-10 business days for the refund to be returned to the financial account she used to make her last payment. She confirmed to be satisfied with the resolution provided and did not have any other questions regarding this complaint.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 08/14/2024

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:07/25/2024
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.
Through deceptive practices, Cricket made it impossible for me to suspend my cell phone service while on a military deployment to *************** from OCT 23-APR 24, a Servicemembers' Civil Relief Act (SCRA) provision to which I am legally entitled. I originally called Cricket about a month before my departure to set up the suspension. The rep told me that I could not schedule a suspension, but must call on the day that I wanted the suspension to go into effect, as it would take place immediately. With this information, I called again on the day that I was departing the US. The rep took all of my information and assured me that the suspension would go into effect that day. I discovered two months later, when reviewing bank account statements, that Cricket had continued to charge me for my monthly phone bill through autopay. Through extensive discussion over both chat and phone calls, I learned that they never suspended my account because I did not answer a return call from them - following my request for suspension - to verify the suspension. I argued that I could not receive such a call because I was on an int'l flight which the rep who set up the suspension knew I was boarding, was never advised of this requirement in either call requesting suspension, and furthermore was told by the rep that all was in order for the suspension. Cricket argued that because the autopay processed correctly, they could not refund me and advised that I dispute the charges upon return to the ** (7 mths X $30/mth=$210 total). When I did this, Cricket suspended my account, and I was without a phone for nine days while continuing to argue the matter. Finally, a "back office" manager called me and stated that I would receive a refund via check, as he could see that the error had been on the part of customer service. However, I subsequently received a voicemail from a different rep, stating that my request for refund was rejected with no further clarification. I never received the refund.
Business Response
Date: 08/09/2024
August 9, 2024

Better Business Bureau
Online Complaint

No: 22041609
Re: *************************

Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, **************** states that Cricket Wireless made it impossible for her to suspend her cell phone service while on military deployment from October 2023 to April 2024.Despite calling Cricket Wireless to set up the suspension, she discovered two months later that Cricket Wireless continued to charge her for her monthly phone bill through Auto Pay. She was advised that the suspension could not be applied because she did not answer a verification phone call. After disputing the charges with her bank institution upon her return to the **, Cricket Wireless suspended her account, and she was without a phone for nine days while continuing to try to resolve this issue. A "back office" manager promised her a refund but, she subsequently received a voicemail stating that her refund was rejected with no further clarification. She is requesting us to provide her with the refund that was already promised to her.

We contacted **************** on July 31, 2024, to discuss her complaint. After reviewing her account, we confirmed that she contacted us on October 6, 2023, and requested a military suspension for her line, a case was created as it is required to validate deployment paperwork through a phone conversation before suspending the line. The case was closed after 3 unsuccessful contact attempts. Since her account was enrolled in Auto Pay, her monthly payments were processed automatically until April 2024.Auto Pay was canceled automatically on May 30, 2024, after she initiated a payment reversal request caused her services to be suspended due to non-payment as the payments that were reversed generated a balance due on her account.

We confirmed that on June 5, 2024, another case was opened for her account,requesting to refund her the monthly payments that Auto Pay processed. The refund was initially applied as an account credit on June 6, 2024; however, she further requested to be refunded with a paper check which was also approved,but the financial team ended up closing it as not applicable.

Although payments are non-refundable, we made an exception and offered to process a full refund for the months that her account was charged by Auto Pay and she accepted our offer.On August 3, 2024, we advised her that the refund process was initiated. We advised her to allow 10 to 15 business days for the check to be delivered to the mailing address she provided to us.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 08/13/2024
Good morning, Sir/Ma'am,
I am satisfied with the resolution presented by Cricket Wireless to this complaint; however, I would request to keep the case open until I have received the refund check promised. I have been in the position before of waiting on a refund check from Cricket, which I thought may still arrive despite the voicemail that I received to the contrary - because I thought perhaps the voicemail was in response to my credit card dispute and independent of the phone conversation in which management promised me a refund. While I trust the Cricket rep with whom I spoke in response to this complaint, the lack of internal communication demonstrated by this company has been alarming, and for this reason I cannot consider this case fully resolved until I have check-in-hand.
I will contact BBB to close this case once I have received the refund check promised.
I am truly grateful for your concern for, and involvement with, this case. BBB was a voice for me, when my voice as a simple customer could not be heard by ********************, its parent company AT&T, or **************** with whom I filed the credit card dispute. I would never be this close to resolution without the intervention of BBB. Thank you.
Sincerely,
******************;
Initial Complaint
Date:07/24/2024
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.
Cricket kept my number on hold with them for months and wouldn't allow me to transfer to another carrier so I activated my number with them on 6/7/2024 and disconnect with them on 6/10/2024 and talked to ******** from Cricket about my refund of $40.96 and she said that there will be no refund. Cricket fraudulently held on to my number for months and forced me to activate my number with them when I was trying to go to another carrier.
Business Response
Date: 08/09/2024
August 9, 2024

Better Business Bureau
Online Complaint

No: 22040047
Re: *****************************

Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In her complaint, she stated that Cricket Wireless kept her number on hold for months and did not allow her to transfer to another carrier. She activated her number with Cricket Wireless on June 7, 2024, and disconnected on June 10, 2024. She spoke with a representative from Cricket Wireless about a refund of $40.96 and was informed that there would be no refund. ****************** believes that Cricket Wireless fraudulently held onto her number and forced her to activate her number with them when she was trying to switch to another carrier.

We contacted ****************** on July 26, 2024, to discuss her complaint. Upon reviewing her account, our call was disconnected and we attempted to contact her back but were unsuccessful. We shared with her the findings of our investigation of her account via email and confirmed that she made an initial port-in request to Cricket Wireless on May 9, 2024; however, the port was not completed. On June 7, 2024, she processed a new port in request and her number was successfully activated with Cricket Wireless. Her number was then ported out of Cricket Wireless on June 10, 2024.

We explained to ****************** that the Cricket Wireless Terms and Conditions of Service 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 ****************** and issued a refund to her original form of payment, for the amount paid on June 7, 2024, we advised her to allow 3 5 business days for the refund to complete.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 08/09/2024

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:07/24/2024
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.
On July ******* I submitted an on-line order to Cricket Wireless, On July ******* my order was canceled and I was told the money would be back in my account in 1-3 days and everytime I have contacted Cricket Wireless they ask me to wait a few days longer,when in fact the original text said 1-3 days, they keep saying 7 -10 days now.
Business Response
Date: 08/08/2024
August 9, 2024

Better Business Bureau
Online Complaint

No: 22039910
Re: ***************************

Dear ********************************** correspondence is in response to a complaint filed by ***************************. In his complaint, ****************** states that he submitted an online order to Cricket Wireless on July 15, 2024, and on July 17, 2024, his order was canceled. He was informed that the refund would be sent to his bank account in 1 to 3 days. However, every time he contacted Cricket Wireless customer care, he was informed to wait a few days longer, even though the original text message confirmation he received said 1 to 3 days to receive the refund. He reports that he was told the waiting time changed from 7 to 10 business days. ****************** is requesting assistance to resolve this issue.
We attempted to reach ****************** on July 26,and 30, 2024, but we were unsuccessful on both attempts. On July 30, 2024, he contacted us via e-mail and confirmed that he had already received the refund but expressed frustration because it took 10 days for him to receive his money.Additionally, he shared that he and his family were without wireless service while waiting for the refund.
****************** explained that he went to T-Mobile and is now waiting for his devices to be delivered.
We attempted to contact him again without success. We express our sincere apologies to ****************** for his experience regarding his canceled order and the miscommunications about his refund.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Customer Answer
Date: 08/08/2024

Complaint: 22039910

I am rejecting this response because:
Ten days is a long time to wait for your money to come back and I feel like the apology isn't sincere and a little to late.
Sincerely,

***************************
Business Response
Date: 08/14/2024
August 14, 2024

Better Business Bureau
Online Complaint

No: 22039910
Re: ***************************

Dear ****************************** correspondence is in response to a rebuttal complaint filed by ***************************. In his complaint, ****************** expresses dissatisfaction with the response he received regarding his refund request. He feels that ten days is too long to wait for his money to be returned and that the apology offered by Cricket Wireless was insincere and belated.
We attempted to reach ****************** on July 26,and 30, 2024, to discuss his initial complaint but were unsuccessful on both attempts. On July 30, 2024, he contacted us via e-mail and confirmed that he had already received the refund but expressed frustration because it took 10 days for him to receive it. Additionally, he shared that he and his family were without wireless service while waiting for the refund. ****************** explained that he went to T-Mobile and is now waiting for his devices to be delivered.
****************** was last advised it would take 10 days to receive the refund and he confirmed via e-mail it was completed within that time. We appreciate Mr. ******** feedback and want to assure him Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service with each customer interaction.
We respectfully request this complaint be closed, as ****************** has already confirmed that he received the refund.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Initial Complaint
Date:07/23/2024
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.
Cricket has locked up my phone and refuses to unlock and it is paid for and they are also going to still take out $96 from my account even though I canceled services on the 23rd and payment is not due until the 28th. Said that I will not get that back. This is a prepaid service.
Business Response
Date: 08/09/2024
August 10, 2024

Better Business Bureau
Online Complaint

No: 22032901
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************. In her complaint, ************** states that Cricket Wireless locked her phone and refuses to unlock it. She adds that she is being charged $96 even though she already canceled the service. ************** is requesting a resolution to her issue.

We attempted to contact ************** on July 25, 29,and August 1, 2024, but were unsuccessful. To investigate Ms. ****** concerns,we need to be able to communicate with her. Should ************** still require assistance, she may contact ********, Cricket Wireless Office of the President ******** at **************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,** 30319
Initial Complaint
Date:07/22/2024
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.
So I just received a letter from cricket wireless. Stating that my information and data was stolen by cyber criminals.Data Calls Texts and more. And I just called cricket and they refused to speak on the matter. This is extremely worrisome mind you im currently dealing with issues with my identity theft from credit cards and other online means of financing
Business Response
Date: 08/09/2024
August 8, 2024

Better Business Bureau
Online Complaint

No: 22026082
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In his complaint, he **************** reportsstates that he received a letter from Cricket Wireless informing him that his data were was stolen by cyber criminals. This includes data, calls, texts, and more. **************** contacted Cricket Wireless,but they refused to speak on the matterissue. He states adds that this is extremely worrisome,especially because he is currently dealing with issues related to identity theft from credit cards and other online financing means. **************** requests an explanation to for this issue.

We contacted **************** via e-mail on July 26, 2024, to discuss his complaint. We explained to **************** that the data involved in this incident does not include personal information such as Social social Security security numberss, financial account information,dates of birth, or other personally identifiable information. It also does not include some typical information that is seenyou see in your usage details, such as the time stamp of calls or texts. The data involved is limited to records of calls and texts and, in some cases, cell site identification number(s). The data also does not contain names. This information alone cannot be used for identity theft or other fraudulent purposes that credit monitoring services are intended to help prevent.

We want to assure **************** that protecting customer data is a top priority for ********************** and we have confirmed the access point has been secured. We hold ourselves to high privacy standards and are always looking for ways to improve our security practices. More information can be found at: *************************************************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 08/09/2024

Complaint: 22026082

I am rejecting this response because:
Everything in my letter stating. Texts. Calls location and more was breached, opposite of what you just said. Everything I stated is true, also I feel you acting like this is just okay is more troubling.
Sincerely,

***********************
Business Response
Date: 08/15/2024
August 14, 2024

Better Business Bureau
Online Complaint

No: 22026082
Re: ***********************

Dear Sir/*****,

This correspondence is in response to a rebuttal filed by ***********************. In his rebuttal, **************** states that he is rejecting the response Cricket Wireless provided to him as the letter that he received states that text, call location, and more information were breached when the response explains the opposite.

Cricket Wireless customer data was illegally downloaded from our workspace on a third-party cloud-based application. The investigation indicates the downloaded data included calls and text message records from May 1, 2024, to October 31, 2024, as well as on January 2, 2023. The call and text records identify the phone number with which a Cricket Wireless number interacted during this period. It also included counts of those calls or texts and total call durations for specific days or months. The compromised data does not include the content of call or text messages, nor personal information, such as social security number, date of birth, or financial information.

We assure **************** that Cricket Wireless holds to a high standard and commits itself to delivering the experience he deserves. We invest in our networks security using a broad array of resources including people, capital, and innovative technology advancements to create a secure environment. More information can be found at: *************************************************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 08/15/2024

Complaint: 22026082

I am rejecting this response because:
I did not just make up this stuff
The two forms of mail I attached below is literally from cricket stating that some of my personal information was obtained by theifs. If it's not that big of a deal, I mentioned all this upon speaking to the president in email, and stated I switched carriers. I had just paid 200$ for some deal you guys had going for a iPhone 12 or something, plus my gold monthly card. I will gladly re join straight talk if my card and device can be restored. Your acting as if I'm over reacting..

Sincerely,

***********************
Initial Complaint
Date:07/20/2024
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.
On April 26, 2024 I went into the Cricket Wireless store (DBA Wireless One, LLC) at ************************************************. The employee working, *****************************, explicitly told me Cricket has a hotspot plan for $10/month and that I didn't need a cricket phone to get this deal (I'm on an **** family plan for my phone). $10/month for a basic hotspot plan seemed very reasonable so I decided to buy the hotspot hardware from Cricket and start the service. They charged me $136.64 total, for the hardware and a fee to get the plan started. Eventually I realized the plan I was on was actually $35/month, not the $10/month I was promised. I cannot afford $35/month for the plan. It was frustrating, but I was willing to just return the hotspot hardware to Cricket for a refund and part ways with Cricket. When I went in the store I spoke with ***************************** and also the store manager, *****************, with they were not willing to refund the amount I paid for the hotspot. Whether the deception was intentional or not, the fact is that I was told one thing, which resulted in me spending $136.64, but the company did not deliver on what they promised. All I'm seeking is a refund for returning the hotspot hardware (which is in perfect condition) so I'm not out the money I spent. Thank you for your help, ******* *****************************
Business Response
Date: 08/05/2024
August 5, 2024

Better Business Bureau
Online Complaint

No: 22018027
Re: *****************************

Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In his complaint, he stated that he was told by an employee at the Cricket Wireless store, that he could purchase a hotspot plan for $10/month without needing a Cricket Wireless phone. However, he later discovered that the plan was $35/month. Despite his willingness to return the hotspot hardware for a refund, both the store representative and the store manager were unwilling to provide a refund. He is seeking a refund for the hotspot hardware, so he is not out the money he spent.

We contacted ****************** on July 23, 2024, to discuss his complaint.After reviewing the account, we found that his Cricket Wireless service was cancelled. He wanted to return the mobile hotspot device he purchased and receive a refund. We sent him a return label so he could return the hotspot device to our warehouse. On July 30, 2024, we confirmed with him that we received the device.

We shared with ****************** that even though payments are non-refundable, we made an exception for him and issued a refund. We advised him the process takes 7 to 10 business days to receive the refund check in the mail. He confirmed that he was satisfied with the resolution provided and had no other questions for Cricket Wireless.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Initial Complaint
Date:07/19/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
phone died. tried to use the online chat via my pc to get a new one, but was told i wasnt eligible for an upgrade until June, 2023. that was over a year ago. Makes no sense. several agents were extremely rude and demanded a nonexistent passcode. they also would disconnect the chat within seconds seeking some form of explanation
Business Response
Date: 08/05/2024
August 5, 2024

Better Business Bureau
Online Complaint

No: 22017437
Re: *********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************. In his complaint, **************** states that he contacted Cricket Wireless customer care via online chat to get a new device after his old one stopped working. However, he was informed that he was not eligible for an upgrade until June 2023, which was over a year ago. He found this confusing, and several agents were extremely rude to him, demanding a nonexistent passcode and disconnecting the chat within seconds without any explanation.

We contacted **************** on July 24, to discuss his complaint. **************** advised us that he was able to purchase a new device as an upgrade on July 24, 2024. He added that he does not have a specific name for a representative that he would like to submit a feedback or report,but he had to spend a lot of time trying to get general information regarding the upgrade process and the agents continued to ask for a passcode that he never setup. We explained to him how the authentication process works and assisted him to update his account credentials. Additionally, we applied a one-time courtesy credit to his account for his inconveniences.

We assured **************** that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service with every customer interaction.
We shared with him that we have escalated his experience to our executive leadership team and assured him they will investigate further with the manager and representatives.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 08/05/2024

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:07/19/2024
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.
Cricket notified me 7/15/2024 telling me that they had a data incident from 5/1/2022 to 1/1/2023. I tried calling them to see exactly what the breach was about and what information of mine was accessed. I called today 7/17/2024 @2:23pm tried to speak with *** about the incident but she disconnected the call. I called back and spoke with a male @2:40pm before I could get his name, he disconnected the call because I requested to speak with a supervisor. The phone number I called was **************. Once they disconnected the call and I tried to call back my phone kept giving me a message stating: (Your phones not registered on a network, so you can only make emergency calls) as if they disrupted my service for about 10 mins both times when I tried to call back.
Business Response
Date: 08/09/2024
August 10, 2024

Better Business Bureau
Online Complaint

No: 22016363
Re: ********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ********************. In her complaint, **************** asserts that Cricket Wireless notified her on July 15, 2024, about a data incident that occurred between May 1, 2022, and January 1, 2023. She attempted to contact Cricket Wireless customer care to obtain more information about the incident and the information that was accessed. On July 17, 2024, at 2:23 pm, she spoke with ***, who disconnected the call when she asked about the incident. She then spoke with a male at 2:40 pm, who also disconnected the call when she requested to speak with a supervisor. When she attempted to call back, her wireless device displayed a message stating that her device was not registered on the network, and she was unable to make calls for approximately ten minutes. **************** is requesting a resolution to this issue.
We contacted **************** on July 31, 2024, to discuss her complaint. We explained to her that Cricket Wireless customer data was illegally downloaded from our workspace on a third-party cloud-based application. The investigation indicates the downloaded data included calls and text message records from May 1, 2022,to October 31, 2022, as well as on January 2, 2023. The call and text records identify the phone numbers with which a Cricket Wireless number interacted during this period. It also included counts of those calls or texts and total call durations for specific days or months. The compromised data does not include the content of calls or text messages nor personal information, such as social security number, date of birth, or financial information.
Protecting customer data is a top priority for **********************. We have confirmed with **************** that the affected system has been secured. We hold ourselves to high privacy standards and are always looking for ways to improve our security practices. More information and details about the information that was accessed can be found at: *************************************************.
Lastly,we assured her that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service. We shared with **************** that we have escalated her experience to our call center executive leadership teams and assured her they will investigate further with call center managers and representatives.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 08/14/2024
I would like for them to take care of my wireless phone bill for 2 months at $63 totaling $126 for the hassle, the inconvenience and time spend trying to get this issue resolved. And going forward make sure their customer are protected from these types of issues going forward.

Thank you
Initial Complaint
Date:07/19/2024
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.
Unauthorized Charge and Refusal of Refund at Cricket Wireless Store /Complaint Details:On June 2, 2024, at 2:24 PM, I purchased a ******** ************ 5G (2024), along with a Quickcell Protective Case (Lifetime Warranty) and a Quickcell Screen Protector (Lifetime Warranty) from the Cricket Wireless Authorized Retailer located at ***********************************************This past weekend, July *****, I attempted to file a claim online for my screen protector. However, the process required proof of purchase. Upon reviewing my receipt, I noticed an unauthorized charge for an Argom Tech BOOGIEBOOM Speaker - Black, totaling $42.59 (including tax).I visited the Cricket store on Thursday, July 18, 2024, at approximately 2:56 PM. The employee confirmed the date and time from my receipt and reviewed video footage. They acknowledged that I did not purchase the BOOGIEBOOM Speaker and decided to get one and hand it to me, saying, Here you go. I then explicitly stated that I did not want the speaker and requested a refund of the money that I was charged.However, the employee informed me that it is store policy not to give refunds for accessories. Despite admitting their mistake and acknowledging my lack of interest in the speaker, they refused to refund my money. I escalated the situation, but they remained uncooperative.I have video footage of this altercation, where they acknowledge the error and admitted fault but still withheld my rightful refund. This situation amounts to theft, as I paid for something I never bought.I kindly request your assistance in resolving this matter promptly.
Business Response
Date: 08/05/2024
August 5, 2024

Better Business Bureau
Online Complaint

No: 22014935
Re: *****************************

Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In his complaint, ********** stated that he purchased a ******** ************ 5G 2024, a Quickcell Protective Case (Lifetime Warranty), and a Quickcell Screen Protector (Lifetime Warranty) from the Cricket Wireless Authorized Retailer on June 2, 2024. However, upon attempting to file a claim for his screen protector, he noticed an unauthorized charge for an Argom Tech BOOGIEBOOM Speaker - Black, totaling $42.59 (including tax) on his receipt. Despite admitting their mistake and acknowledging his lack of interest in the speaker, the store refused to refund his money, citing store policy. ********** has video footage of the altercation and kindly requests assistance in resolving this matter promptly.

We contacted ********** on July 25, 2024,to discuss his complaint. He expressed dissatisfaction with his customer service experience at *************************************************** store,where he was charged for a speaker that he never requested, and his refund was repeatedly denied by store representatives and managers. We apologized for his experience and assured him that we would escalate his feedback to the executive managers that works directly with this authorized retailer and their managers for further investigation.

Additionally, we processed a one-time courtesy credit on his Cricket Wireless account due to the unauthorized charge, and ********* confirmed his satisfaction with the resolution provided.

Regards,

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

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Cricket Wireless, LLC is NOT a BBB Accredited Business.