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

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

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

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:12/15/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our entire area did not have service for 7 days, Dec 8 pm to Dec 15 am. This issue was relayed to Cricket by multiple people over the course of the week. When the issue was finally resolved I called customer service to get a refund on my bill. 7 out of 31 days came to $22.58. They could only credit my account $10 because I didn't call them when my service was disrupted. I didn't call them because I didn't have service and could not make or receive calls for 7 days. I finally accessed wifi 3 days into service disruption and let Cricket know through their text customer service I had already been without service for 3 days. At that time they said to contact them when my service became available again and they could credit the bill. They miraculously couldn't find the transcript of my chat that detailed the date of my service disruption and only had authority to credit my account $10 because I hadn't contacted them the first time until Dec 11. The tower that was disrupting our coverage had been reported prior to that day. I was charged for a service that I had not received for 7 days.

  Business Response

  Date: 01/06/2023

  January 6, 2023
  
  Better Business Bureau
  Online Complaint  
  
  Complaint No: ********
  Re: ************************;      
  
  
  Dear Sir/*****, 
  
  This correspondence is in response to a complaint filed by *************************. In the complaint, **************** explains that she was without service for 7 days due to cell tower maintenance. **************** requested a credit of $22.58, but the Cricket Care Team only t credited her $10.00. **************** was charged for a service she didnt receive and is asking for a refund.
  
  We investigated ******************** address and confirmed that a tower was under maintenance.
  
  We issued a credit to Ms. ******* account to cover the rest of the credit that **************** was due. On January 5, 2023, we sent her an email to inform her of our findings.
  
  We thank **************** for her communication and trust that this explanation properly addresses her concerns. 
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  1025 ******************* 
  *******, ** 30319 
  /NG 
  
  
  
  

  Customer Answer

  Date: 01/08/2023

   
  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:12/15/2022

  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 bought this phone a week ago. And somehow the phone is cracked. It don't look like just the screen protector. Looks like it in the phone itself. And being just a week old there should of been a 30 day money back on it. And I was told no it not the phone and she wouldn't even check and see if she could fix it or give me a replacement.

  Business Response

  Date: 12/22/2022

  December 22, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18595793
  Re: ********************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ********************. In this complaint, Ms. ******* states she purchased a phone a week ago and somehow the phone is cracked. Ms. ******* states there should be a 30 day return period. Ms. ******* would like to exchange the device.
  
  We reviewed Ms. ******* purchase and found no insurance was purchased for the device. On December 20, 2022, we informed Ms. ******* of our findings and advised if the device is malfunctioning, she can make a warranty claim.
  
  We thank Ms. ******* for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18595793
  
  I am rejecting this response because: I had bought the phone and not even a week later not only did my phone crack. My husband's did as well. I assume there is something wrong with the screen. And I have other issues with cricket and never had an issue getting it exchanged. Until now
  
  Sincerely,
  
  ********************

  Business Response

  Date: 12/29/2022

  December 29, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18595793
  Re: ********************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ********************. In this rebuttal complaint, Ms. ******* states she purchased the phone and a week later her screen cracked. Ms. ******* would like to exchange her device.
  
  We reviewed Ms. ******** purchase and found no insurance was purchased for the device. On December 20, 2022, we informed Ms. ******* of our findings and advised if the device is malfunctioning, she can make a warranty claim.
  
  We thank Ms. ******* for her communication and consider this case closed as we are unable to further assist.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family is being forced to pay Cricket Wireless for 2 more months for a cell phone line because of an internal system issue from Cricket Wireless not tracking my phone's usage after 4 months. Their policy is to unlock a phone for free if it has been past 6 months of usage. This cell phone is a ******** Galaxy S20 FE 5G phone that has been using the phone number ************ for the past 13 months. This is way over the 6 month requirement, and the customer service response was "we will have to have your phone continue on our service for 2 more months." This is literally forced payment/ purchase and I would like this disputed. I in fact lost 6+ hours total of my family's time to dispute this issue. I have a physical recording of the contact "*************************" agreeing to what I have said that they want me to pay for 2 more months just so I can unlock my phone. As a customer that has had my service with ********************** on ******** Galaxy S20 FE 5G for 13 months. It is my right to discontinue my usage of this cell phone service. I hope you can help with this issue, and in fact help me get payment from Cricket Wireless for the waste of my time.

  Business Response

  Date: 01/04/2023

  DEVICE WAS UNLOCKED

• Initial Complaint

  Date:12/14/2022

  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 phoned Cricket Wireless at ****am after discovering that my phone was not working. I was told that my father, ************************* called their services on 12/13/22 around 130pm and requested my phone number, ************ be transferred to a different carrier. My father is disabled, has had 3 strokes and lives in a care facility, I am his POA. He does not know how to do this. I made Cricket aware. The woman I spoke with stated she would listen to the phone call from the day before and call me back. Never received a call back. Called again around ****am. Spoke with a gentleman who said there is nothing he can do, whoever called had my PIN for the account, but he provided me with the phone number they called from (not a number I recognize) and told me that my phone number was now active with Locus (H2O) Wireless. I phoned ***** and spoke with them about the fraud and they confirmed my number was transferred to their services. I asked to please transfer it back, they said Cricket Wireless had to email them to get my number back. I called Cricket Wireless again at 100pm. I spoke with another gentleman who advised me that my Cricket Wireless account was logged into on december 4th, where my billing address and account PIN was changed. I confirmed this was not me. He then spoke to a supervisor, ****. After an hour, **** stated that he had communicated with ***** and they needed proof that it was fraud, and Cricket couldn't confirm this. Then **** stated that he would work with the other department to have them listen to the phone call from the previous day and that I should call back in 2 hours. I called back three hours later and wad informed by a different supervisor that **** had never submitted a ticket, he only noted that I spoke with him. I asked the supervisor to confirm that **** did nothing with my account and he hung up on me.

  Business Response

  Date: 12/30/2022

  December 30, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18576032
  Re: *************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *************************. In this complaint, **************** states she contacted Cricket Wireless because her number was ported out without her consent. **************** would her number returned.
  
  We want to assure **************** that her account security is a top priority for Cricket Wireless. After researching her account, we believe she may be the victim of identity theft originating outside of her Cricket Wireless account. The individual who accessed her Cricket Wireless account had enough information to authenticate her account and make changes. This individual may then have used ****************** phone number in an attempt to gain access to other accounts where **************** uses her phone number for verification. If she hasnt already done so, we advise *************** to file a police report regarding the suspected identity theft.
  
  We spoke with **************** on December 30, 2022, we advised we have retrieved her phone number. We provided her with a new account number, and we are sending a SIM card.  
  
  We thank **************** for her communication and trust that this explanation properly addresses her concerns.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had used cricket wireless for years. My husband ended up with a new phone and it was not compatible with cricket. They wanted him to purchase one of their phones and he had already purchased a new phone that was not one of theirs. Because of this we chose to no longer use cricket service. We contacted mint mobile and had a three-way call between mint mobile, myself, and cricket regarding our switch to mint mobile. During that conversation I asked the cricket representative how the reimbursement worked. Cricket had just taken out $80 from our bank account the day before we switched services. The representative told me I had to file a complaint with the bank. Once I filed with the bank, the bank said there is nothing they could do. I then went to a cricket representative locally and they said that there is nothing they can do and we would not get reimbursed that money. I feel as though cricket has taken advantage of the automatic withdrawal and has kept money that does not belong to them. What should we do?

  Business Response

  Date: 12/29/2022

  December 28, 2022
  
  Better Business Bureau
  Online complaint
  
  Complaint No: 18575509
  Re: *************************
  
  Dear Sir or Madam:
  
  This correspondence is in response to a complaint filed by *************************. In the complaint, ****************** is requesting a refund. 
  
  We researched Ms. ******** concerns and found she has been assisted by Cricket Care.
  
  We contacted ****************** on December 27, 2022 to discuss our findings. She states her issue has now been resolved.
  
  We thank ****************** for her communication and trust that this explanation properly addresses her concerns.   
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /JL

• Initial Complaint

  Date:12/14/2022

  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.

  Either November 28th or November 29th, I made a visit to Cricket Wireless to purchase more hotspot data. I purchased 30 GB worth of hotspot data for $20 before taxes. Cricket Wireless like any other business should put their customers first, however they have failed to deliver on more than one incident. Not only was I misinformed about my purchase, being that my hotspot data would reset to the normal 15 GB once I made my monthly payment of $41 on December 5th. Had I been properly informed about my options I would have upgrade my plan instead of purchasing 30 GB just for my data to reset the following week. Today I made my concerns known to the local **************** service just for them to tell me, "unfortunately they are unable to find a solution for me.." whether it was added the missing data or reimbursing me the $20 I spent before renewing my service. Thank you to all that in concerns for your time and assistance in resolving this issue.

  Business Response

  Date: 01/05/2023

  January 5, 2023
  
  Better Business Bureau
  Online Complaint
  
  Re:Shabrii Dicks
  Complaint ID: ********
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by Shabrii Dicks. In his complaint, ************** explains how he was misinformed about his service options,and because of this, he paid for a hotspot feature that he was not able to fully use.
  
  We reviewed ************** account and confirmed the charges. On January 5, 2023, we contacted ************** and informed him that we were not able to refund the balance requested, but we will be happy to issue a courtesy credit to his Cricket Wireless account for the balance. ************** agreed to the credit.
  
  We thank ************** for his communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 ******************
  *******,** 30319
  /NG
  
  
  
  

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family plan's cell service has been very faulty. Too many failed calls since the rollout of 5G+. I need my cell phone to work. I haven't been receiving what I paid for. My family doesn't have money just to burn. We have a medically fragile child. We need dependentable service.

  Business Response

  Date: 01/04/2023

  January 3,2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18564199
  Re: *******************
  
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *******************. In this complaint, ************** states that he has experienced network issues with dropped calls and text messages.  He would like the network to work better for him.
  
  We investigated **************** concerns and we found that ************** is in a good coverage area but there was a network issue at his location. The network team worked on the issue and conducted several tests and diagnostics to verify connectivity and validate incoming and outgoing calls and data sessions.  All calls and data sessions are now working properly.
  We would like to advise ************** of Crickets Terms and Conditions which state: All Device performance may vary based on your Device specifications including processor capabilities, software, memory and storage, and Device performance may impact access to all of our Services. We may periodically program Devices on our network remotely with software, system settings, applications, features or programming, without notice, either prior to, during or after service activation. These changes will modify the Device you use and may affect or erase data you have stored on the Device, the way you have programmed the Device, or the way you use the Device. You may be unable to use a Device until the remote programming is complete, even in an emergency. Devices purchased from Cricket or from any Cricket authorized retail location are sold exclusively for use with our Service, are designed for use only on Cricket's network, and no other, and may not function on other wireless networks. Our full terms and conditions can be found online at www.cricketwireless.com/terms .  Customers accept our Terms and Conditions at the time of activation and each month that they pay for service.
  
  On January 3,2023, we contacted ************** and he confirmed that the issue is now resolved.We issued a one-time credit to **************** account to assist with his poor experience.  
  
  We thank ************* for his communication and trust that this explanation properly addresses his concerns.
  
  Regards,
  
  Cricket Wireless Customer Support  
  1025 ******************* 
  *******, ** 30319 
  /NG 
  

  Customer Answer

  Date: 01/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I can confirm the business has corrected the network issue. This was not a wireless device issue but a NETWORK-base issue that is outside of the consumer's control. Furthermore, the business may have the right to update the network-based devices freely. The business has limited access and control over a consumer-based wireless device. Furthermore, there was no communication from the business outlining there were going to be a network outage or a complete loss of service. I'm under the impression other wireless companies are in the middle of upgrading their networks to 5G/+. 

  While I do appreciate the business investigating my concern. They did confirm there was work being done on the ****** near my place of residence. That work should have concluded. I can also confirm at this time all of my wireless devices on the wireless network are operating optimal now. I also appreciate the business crediting my account for the loss of service. We do recognize there are no network 100%-proof of network failure. In this case we're under the impression this was a network upgrade and as such communication should have been sent to the consumers who are on that network.

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to switch from ******** to cricket. They made me pay before they made sure I could make the switch. So ******** wouldnt let me make that switch. And cricket will not give me money back. No refund. Nothing. Have me running around from customer service number back to the store then back to the number. It was $97.05.

  Business Response

  Date: 01/04/2023

  CLOSED

• Initial Complaint

  Date:12/12/2022

  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.

  Still having issues with a ******** phone. Same problems I have trying to get in touch with a *********************** who is in the ******** office. we thought the phone was fixed by sending me another phone, that one did the same thing as before so I have been though the same phone 4 times all together. nothing fixes these phones..I would like to get a different phone all together, in order to take care of this phone. I want the same amount as I have spent on this phone. The phone repeats it's self, goes out, freezes, can't make call's or receive them at times. I do need a phone for medical reasons. I hope you can help, cause *********************** does not return my call.

  Business Response

  Date: 12/29/2022

  December 28,2022
  
  Better Business Bureau 
  Online Complaint 
  
  Complaint No: 1857659
  Re: *****************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *****************************. In this complaint,********************** states she is having issues with her device dropping calls. 
  
  We opened a trouble ticket with our IT team to further investigate Ms. ********** concerns. Our IT team did not find any network issues in her area, and there were no reported calls being dropped. Calls being made are showing successful. 
  
  We contacted ********************** on December 28, 2022 and explained our findings. 
  We would also like to remind her of Crickets terms and conditions which state that: We do not guarantee the availability of the wireless network or any Wireless Services. You will not have access to our network outside of our coverage areas. Coverage maps,available on our website or in store, show a high-level approximation of wireless coverage and there are gaps in coverage not shown by this approximation; actual coverage may vary and be affected by terrain, weather,foliage, buildings, signal strength, high-usage periods, customer equipment and other factors.  Our full terms and conditions can be found online at www.cricketwireless.com/terms.  If ********************** believes she is still having issues with her device we recommend she contact her manufacturers warranty.
  
  We thank ********************** for her communication and trust that this explanation properly addresses her concerns. 
  
  Regards,
  
  Cricket Wireless, Customer Support 
  1025 *******************  
  *******, ** 30319 
  /JL

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18557659
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************; Cricket does not want to take care of this matter, when it has been a long on going situation. This phone should not be on the market. I am still not able to make calls or receive them without resetting the phone all the time. I am not getting through to them. ******** is the maker of this phone. I have tried to contact the same ************************* who is the Office Senior Manager with out response. as well. I should not have to pay for a replacement on this phone which I have had continue to have problems since buying this phone back in April of 2022. and have made several reports on. The Cricket *** wants me to pay yet again for another warranty on the same phone they keep sending me. I have dropped call's, repeated pages, missed apps I have installed, the phone shut's down, I have to restart the phone in order to make a call. or to get on the internet, This should not have to be done every time. this is the 4th phone they have sent since April. This is getting old. 

  Business Response

  Date: 12/31/2022

  December 30,2022
  
  Better Business Bureau 
  Online Complaint 
  
  Complaint No: 1857659
  Re: *****************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a rebuttal filed by *****************************. In this rebuttal,********************** states she would like to receive a replacement device.  
  
  As previously explained, we were not able to locate any dropped calls on Ms. ********** account. We advised for her to contact and process a warranty through the manufactuer,if she is still having issues with her device. ******************** is unable to replace her device for a different model.
  
  We contacted ********************** on December 30, 2022 and explained our resolution.
  
  We thank ********************** for her communication and consider this case closed as were unable to further assist.  . 
  
  Regards,
  
  Cricket Wireless, Customer Support 
  1025 *******************  
  *******, ** 30319 
  /JL
  

  Customer Answer

  Date: 12/31/2022

   
  Complaint: 18557659
  
  I am rejecting this response because: This is unreasonable.The only response I get from them is an email saying they can't help.I will not file a warranty complaint because again they want me to pay for yet another phone to rplace the same phone I keep having trouble with.. ************ 5 g stylus  phone is no good. I keep having the same problems with. there are times the phone won't ring. I miss call's the problems with this phone is too much to deal with. it also does not keep a good charge on it. So they need to replace this phone with something else. I am not the only one having trouble with this type of phone as per Cricket store has told me so. I have been going round and round with these people over this phone. I should not have to put more money out on this phone.Not to mention they want me to keep resetting the phone so it will work. Been there done that several times. I should not have to keep resetting this phone just to make a call.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/12/2022

  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 recently made changes to my phone plan and " upgraded" because crickett slows down service for some customers. Upon finishing making the changes at the final review screen (screenshot included) the app would not function properly and let me pay the additional $20 for the upgrade because I actually already paid more then my monthly bill. Then without any warning, notice or explanation they terminated my service for nonpayment even though I had a credit on my account over $100. Then wouldn't allow me to speak to customer service until making the payment which their app wouldn't take and charged me a $15 fee on top of it. Customer service said that it was my fault I didn't pay even though they in clear black and white showed no balance due at all. Then customer service told me too bad the app doesn't work I still have to pay the fee. Since I'm within 72 hours of the agreement I'd like out and a full refund