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

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

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  Cricket Wireless, LLC

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

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:12/09/2022

  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.

  12/7/2022 To the Better Business Bureau,My name is *******************************. I am emailing to file a formal complaint against Team V.I.P. 716 *** in the hopes that the Better Business Bureau will resolve the situation. Receipts to corroborate this story are attached.It took place as follows: in the morning of the 12/6/2022 , I approached this store in need of a new cell phone, as I'd lost my previous phone a few days before. I worked with a store associate to work out an option, and everything seemed to proceed reasonably. Before I was able to see the phone, I was asked to pay a $28 activation fee for the phone along with the total cost. I made the purchase, and the phone was shown to me. I was concerned when I saw that the phone was green, as I had not desired that color, nor had I understood that it was the color they were selling me. I said this to the associate, asking if I could trade it in for a black one, and was told that while I couldn't trade it in, the purchase could be refunded, and the desired black phone purchased instead. This wasn't an issue for me in itself, but I was then told that the $28 activation fee wouldn't be refunded per store policy, even as the green phone hadn't yet been activated. I simply wanted to use that same money to activate the black phone, but a pedantic store policy precluded the notion. In other words, the store policy prohibited refund of an activation fee for an activation that would never happen.At this point, I decided to cut my losses and leave with no phone and no money lost, and shifted my focus to just requesting a refund of that fee, making it clear to the Team V.I.P *** employees that my primary desire was to simply take my business elsewhere. I was told repeatedly that this was not an option, first by the initial associate and the by the manager. The fee had done nothing, and I just wanted my money back. They were effectively stealing thirty dollars from me. This was already taking much more time than I had planned: I was running late for a hospital appointment, and the need for communication with the restaurant I manage was becoming more urgent by the minute. When it was made clear to me that there was no chance in that moment of me receiving a refund, I conceded and paid for the black phone. First the phone itself, and then another $28 dollars, this time at least for an actual activation. Two activation fees of $28 for one activated phone, all because I asked to change the original color.It is exceedingly obvious to me that this policy and the refusal to refund me was an overt theft. I paid that money for nothing, and was made both unavailable to my work and late to a heart medicine appointment for it. I need resolution. I am emailing to request that the Better Business Bureau work with Team V.I.P. ************************************************************ the the form of a full refund of my purchase, (****** + ***** excess fee) $245.49.Thank you, please contact me if you have any questions.Sincerely,*******************************

  Business Response

  Date: 01/03/2023

  January 3, 2023
  
  Better Business Bureau    
  Online Complaint
  
  Complaint No: 18547471
  Re: *****************************;
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *******************************. In the complaint, ****************** explains his experience with Team V.I.P Authorized Retailer.  ****************** is requesting a full refund of the purchase.
  
  We attempted to contact ****************** on December 2, December 22,2022, and January 3, 2023, but we were unsuccessful in reaching him. To investigate Mr. ******** concerns, we need to be able to communicate with him.Should ****************** still desire assistance with his concern he may contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.     
  
  We thank ****************** for his communication and will be available should he need our assistance in the future.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 ********************
  *******, ** 30319
  /NG
  
  
  

• Initial Complaint

  Date:12/08/2022

  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.

  On 12/7/22 I called Cricket Wireless Cust Serv from my ******************** phone to resolve an issue related to my text messages not sending that began 12/6/22. I spoke with ***** Employee # jx491t who walked me through a number of diff exercises including multiple resets of my phone & technical activities. He also told me that there was an update occurring on Cricket's Wireless system. He took 3 hrs troubleshooting my issue & even after I asked him multiple times to transfer me to his supervisor he never transferred me. Instead, he told me that he would escalate the issue & a supervisor would call me back. Not only was my first issue never resolved, but he also caused my phone to no longer be able to receive incoming calls. Instead of getting the original issue resolved, I walked away from the call with more issues. I recently had ankle ************* unable to walk into a Cricket store for help. In the past when I would go to Cricket stores for tech help they always instructed me to contact the cust service # instead. I couldn't get incoming calls from my doctors for medical ********** missed a lot of work & money due to not being able to receive calls for the past 2 days. After receiving no supervisor return call for my issue, I called Cricket again on 12/8/22. I spoke with an agent who transferred me to her supervisor. In speaking with that the supervisor named ******, she mentioned the only way she could help me is if I had another Cricket phone to check my *** card. Then she disconnected the phone line but prior to that she asked for my return call phone number at least 3 times in our conversation. She never called back once the call was disconnected after being on the line with her for 40 mins. I called Cricket again. I waited another hour & spoke to a diff supervisor ******* who let me know that the *** card was never the issue. ******* was very helpful & fixed my issues after 1.5 hrs. I spent at least 7 hours total on the phone with Cricket over 2 days.

  Business Response

  Date: 12/28/2022

  December 29, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18545817
  Re: ***********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ***********************. In this complaint, ************** states she contacted Cricket Wireless because she was experiencing trouble sending text messages, after troubleshooting the issue was not resolved and ************** couldnt receive incoming calls. After multiple calls to Cricket Wireless, Ms. ****** issues were resolved. ************** is requesting a refund for service and to be compensated for missed time at work.
  
  We reviewed Ms. ****** account and found there was an issue with the device that was resolved. We contacted ************** on December 28, 2022, we reviewed her complaint and made an exception and  provided her with an account credit.************** was pleased with the resolution
  
  We thank ************** for her communication and trust that this explanation properly addresses her concerns.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

  Customer Answer

  Date: 12/28/2022

   
  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:12/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in to get a prepaid SIM card. I was told it would be $30. I got a receipt but the numbers didn't show because they were cut off. But I trusted the employee. The next day I saw that I was charged $40.73 on my credit card. I went back the following day to ask for a refund and he told me he couldn't and to call customer service. I did and the first time I spoke with a rep who said the same. I asked to speak with a supervisor and during the conversation, he hung up. I called again and asked to speak with a supervisor, but again, he told me no. Also, when I went back to the shop (Cricket in ******, **), the same guy (a manager) was betting on cards with a 'customer' at the desk. I had to wait for them to finish their 'gambling' before he would wait on me. Incredible! Not professional at all. I just want to get my money back. Thank you!

  Business Response

  Date: 12/14/2022

  ********

• Initial Complaint

  Date:12/08/2022

  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.

  Purchased a phone and service in June of this year. I had problems with the phone and it stopped working. They could not get the phone to work at the retail location and told me I would have to purchase another one. That one did not work either. It was a demo phone they sold me and they told me they could not refund a demon. I did not ask for a demo phone and should not be liable for missing a refund because they sold me a demo. This phone does not work and I would like a refund $37.00

  Business Response

  Date: 01/03/2023

  January 3, 2023
  
  Better Business Bureau    
  Online Complaint
  
  Complaint No: 18545523
  Re: ************************;
  
  ****************************************** is in response to a complaint filed by *****************************. In the complaint, ************************ states that her phone stopped working. She was advised by a Cricket Wireless Authorized Retailer that she needs a new phone. The new phone did not work, and ************************ was not refunded for the device because it was a demo device. ************************ did not ask for a demo device and is asking for her refund.   
  
  We attempted to contact ************************ on December 21, December 22, 2022, and January 3, 2023, but we were unsuccessful in reaching her. To investigate Ms. *********** concerns, we need to be able to communicate with her. Should ************************ still desire assistance with her concern she may contact *****, Cricket Wireless Corporate Escalations Manager, at ************.     
  
  We thank ************************ for her communication and will be available should she need our assistance in the future.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 ********************
  *******, ** 30319
  /NG
  
  
  

• Initial Complaint

  Date:12/07/2022

  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.

  11/10, online chat rep said that their Turbo hotspot will get an average of 50mbps and that there was no reason to not give it a try because I had 7 days to try it out. I ordered the device.Device delivered 11/14. It only got between **** mbps and was very spotty over 4 days of trial. Friday 11/18, called to turn the service off and return the hotspot. The rep turned off the service and told me I had to return the device in a store.11/19, I went to 2 stores. At both locations, I was told that they absolutely could not take the device back and that I had to return it online. I found a link to their website where it confirms that online purchases cannot be returned in the store. Tried to process the return online since it was within 7 days of receiving the item but the website told me the order was not eligible for a return. Called again 11/19, transferred to the warranty department. This was another hour wait. Finally, the warranty department sent me a return label.11/21, package dropped off with **** 11/23 received confirmation from *** that the package had been delivered to Cricket. 11/30, cricket email confirmed receipt 12/3, received an email stating that I was sent a replacement item. I had my service turned off and was expecting a refund, NOT A REPLACEMENT.12/4, received the replacement. Called, talked with **** who claimed she was a supervisor and told me that their department was not able to help me. Transferred to the warranty department. 1/2hr wait. I asked to speak to a manager. I was put on hold for about 45 minutes before they HUNG UP ON ME. Emailed customer service with whole story and they responded that I would be refunded for both the hotspot and the hotspot service. Received the refund on 12/5, and then they CHARGED ME ANOTHER $200 while ALSO SUSPENDING MY ACCOUNT and they turned off all 3 phones!!! *** spent 2 days now getting the account unsuspended and switched to a new service and would like my $200 back with no further charges.

  Business Response

  Date: 12/21/2022

  December 20, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18540034
  Re:********************;  
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *******************. In the complaint, Mr. **** states that on November 10, 2022, he bought a Hotspot on the online at Cricket Wireless. Mr. **** returned the accessory and was refunded on December 5th.    However, his account was suspended, due to his autopay being charged for the refund and his wireless service.  Mr. **** is requesting a refund. 
  
  We researched ************** account and confirmed that he requested a   with his financial institution on December 14, 2022. We contacted our financial department and requested to close the case to avoid the chargeback being disputed. On December 19, 2022, we informed Mr. **** of our findings.
  
  We thank Mr. **** for his communication and trust that this explanation addresses her concerns.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ******************************************************************
  /NG
  

  Customer Answer

  Date: 12/22/2022

   
  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:12/07/2022

  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 purchased a SIM card in ****** ******* under the $30 plan. When I was at the store I explained to the employee I was having problems with my previous carrier and that I was living check to check. I specifically asked if I would be able to tether my phone to my laptop with this plan because Im in school and I did not want or need the $60 plan. He explained to me that tethering and hotspot is different and he explained to me that for tethering all I need to do is connect the cord from my phone to my laptop. When I got home I tried tethering but received an error code stating I needed to contact customer support as my plan did not support tethering. Its very disappointing as I explained to the employee about my previous carrier caused nothing but problems he assured me I would not have any issues with cricket. I feel as though it was a mistake switching to Cricket and dont feel it would be a good fit to switch my entire family over to this carrier.

  Business Response

  Date: 12/21/2022

  December 21,2022
  
  Better Business Bureau   
  Online Complaint
  
  Complaint No: ********
  Re: *************************
  
  ****************************************** is in response to a complaint filed by *************************. In the complaint, ************ states she purchased new service to be able to use hotspot service. She explained she was unable to use it and was given incorrect information.
  
  We attempted to contact ************ to gather more information on December 19, December 20, and December 21, 2022,but we were unsuccessful in reaching her. Should ************ still wish to have assistance with her concern, she can contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.
  
  We thank ************ for her communication and look forward to assisting her with her concern.
  
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  1025 ********************
  *******, ** 30319
  /JL

• Initial Complaint

  Date:12/05/2022

  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.

  Cricket failed to inform us that someone was able to gain access to my mobile account and make a payment only to reverse it back on September 16th. For two whole months, I have been making payments but they failed to reach out to let me know what was going on with my account. I spoke with a representative from Cricket, ******, and he was able to inform me that he can see from previous payments that the card that was used for this Sept. payment has never been used for any of our other payments. I brought it to ******'s attention that as a business you failed to protect my information from being compromised and also failed to inform me of this activity on the account.

  Business Response

  Date: 12/30/2022

  December 28, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18524262
  Re: *****************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***************************** regarding Cricket Wireless service. In this complaint, **************** states that Cricket reversed a payment made on her account by an unknown person on September 16, 2022.
  
  We attempted to contact **************** on December 6, December 21 and December 28, 2022,but we were unsuccessful in reaching her. To investigate ****************** concerns,we need to be able to communicate with her. Should **************** still desire assistance with her concern she may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.
  
  We thank **************** for her communication,and we will be available to assist her should she still desire.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /KM
  

• Initial Complaint

  Date:12/05/2022

  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.

  It happen on 12/3/22. This is when I realized cricket wireless had suspended all 4 of my phones lines. Claiming due to me owning ****** dollars. I was completely shocked because cricket wireless is a pre paid, pay as you go company. I have always paid my bill with them, which is ****** dollars every month on the 23rd of each month. I even have always had autopay set up through them for the money to be atomically withdrawn from my bank account. Its been like that for a little over a year since I started service with them. So called costumer service a few different times because nothing made sense. But what they claimed is back in 9/23/22 I had a "charge back" happen. This is where it doesn't make sense to me at all. The bank account they referenced isn't even my bank account in the first place. I have no ideal how or what account they were talking about. The only bank account mycricket has for me on file is my personal bank account and the only one I have at that. It shows on mycricket account my bill has been paid up to date with a 0 balance until 12/23/22. My bank account shows my payments were paid and nothing was ever returned. So after explaining to them I'm not understanding and how do we resolve this? They refuse to turn my phone services back on till I pay the ******, which clearly I refused to do. I don't owe this money let alone I have already paid them for my services up until 12/23/22. my cricket account number is#*********

  Business Response

  Date: 12/20/2022

  December 20, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18523925
  Re:******* *******   
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In the complaint, ****************** states that on December 03, 2022, Cricket Wireless suspended her four lines. ****************** was informed that she owned $225.60.  ****************** has auto-pay set up and her payments are processed on the 23rd of each month.   ***************** called Cricket ************* Team and was informed that the account was suspended due to a chargeback for September 23, 2022. ****************** explains that the bank account that processed the chargeback is not her account.  ****************** would like this issue resolved.
  
  We researched Ms. ******** account and confirmed that there is a chargeback for a payment made on September 23, 2022, by a different credit card from what Ms.******** has on file.  The chargeback request was made on December 2, 2022. This chargeback made Ms. ******** account negative and suspended her account.
  
  On December 19, 2022, we contacted ****************** to inform her of our findings. We informed her that on September 22, 2022, Cricket notified her by text of an AutoPay failure and on September 23, 2022, a manual payment was made with a different card.
  
  We also found a conversation on December 3, 2022, with Cricket Care where ***************** request her Cricket account to be fully canceled.
  
  We thank ****************** for her communication and trust that this explanation addresses her concerns.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ******************************************************************
  /NG
  

• Initial Complaint

  Date:12/04/2022

  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.

  12.1.22 someone impersonated me to call into cricket to switch SIM card for my phone and drop my kids and moms phone lines. I was altered to something going wrong when a notification came that my bank password changed and Zelle recipient was added by the name of ****. I called my bank to notify them that this is fraudulent . Then my phone stopped working and said SOS and then my familys phones stopped working. We called Cricket Thursday evening and the phone got cut off and the office was then closed. Next morning spent 2 hours getting phones fixed etc. And there was a case number to investigate to see what happens and try to get a refund for the money I paid to get the phones reactivated (case # Feok7c). I then called Cricket 2 days later and they said there isnt a case, I authorized the sim swipe and cancel lines. This is a fraud case where I should get a refund and more. There is no remorse accountability and common sense. My bank account and email was hacked as well. I request accountability, the attempt to take money out was in ********** and email was hacked in ******* and there is a cricket store in ********** with an employees named ****. Please help with to bring some sort of justice. My work info is on my phone I was afraid for my company and kids with no phones during exams.

  Business Response

  Date: 12/21/2022

  December 21, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18522988
  Re: ***************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***************************. In this complaint, ****************** states her SIM card was fraudulently switched and her additional lines were dropped from her account. ****************** is requesting a refund.
  
  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 ****************** s 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.
  
  On December 20, 2022, she advised that the issue has been resolved. We provided a one-time courtesy credit to her account and provided her tips on how to protect her privacy.
  
  We apologize to ****************** for the inconvenience she experienced in attempting to resolve this issue. We thank her for her communication and trust that this explanation properly addresses her concerns.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

  Customer Answer

  Date: 12/26/2022

   
  Complaint: 18522988
  
  I am rejecting this response because: With all due respect to Cricket Wireless, I think the fraud happened when the hacker called cricket wireless with my pin number, that is how my phone sim card was switched after the hacker mentioned my pin number. I am unsure how the hacker received my pin number as it is not written down anywhere. After the sim card was changed they then had access to my phone text and other 2 factor authentication. The police and others concurred that this was probably an inside job at cricket. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/27/2022

  December 27, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18522988
  Re:***************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***************************. In this rebuttal ****************** states, she is rejecting the response because she thinks the hacker called Cricket Wireless with her PIN and the hacker was able to switch SIM numbers after mentioning her PIN.
  
  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 ****************** s 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.
  
  On December 20, 2022, she advised that the issue has been resolved. We provided a one-time courtesy credit to her account and provided her tips on how to protect her privacy.
  
  We apologize to ****************** for the inconvenience she experienced in attempting to resolve this issue. We thank her 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:12/04/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contact cricket customer service December the 3rd to receive my transfer information. I was not transferring my lines out and I made that clear I said that I'm thinking about it. I also ask for one of my lines to be terminated. Miscommunication with me and my son. I called back after the line was terminated 5 minutes later to tell them that it was a mistake I was charged $25 to turn the line back on. Cricket's customer service whole time was ridiculous but I got charged $25 because it took 1 hour for me to get back on the phone with someone. You charged me $15 and $10 to turn the line back on. I have three lines for $90 when I go to pay my bill today you charge me $4.97 extra. You already charged me to turn the line back on so why was I double charged? The customer service don't know anything there's no help. I shouldn't have been double charged and I shouldn't have been charged $15 to turn the line back on when it only had been 5 minutes! I have been a customer with ******************** since 2015 and this is the way you treat your customers It's all about just give you my money for nothing. Then you charge me $15 to turn the line back on on December the 3rd and you didn't turn it back on until December the 4th!! You owe me $19.97 back. $15 for the line being reactivated and $4.87. How would you charge me a prorated rate for something you had already charged me in four and I had already paid.

  Business Response

  Date: 12/20/2022

  December 20, 2022
  Better Business Bureau    
  Online Complaint
  Complaint ID: ********
  Re: *********************
  Dear Sir/*****,
  This correspondence is in response to a complaint filed by *********************. In this complaint, ************ states she requested to have one of her lines canceled, but same day requested to have it reactivated. She was charged a reactivation fee and feels she should not have had to pay to the fees.
  We researched Ms. ***** account and found she requested to have her line canceled on December 3, 2022, and an hour later she called in to have it reactivated. Per Cricket policy, a $15 reactivation will be applied when reactivating a canceled or suspended line. Full details can be found at: https://www.cricketwireless.com/support/billing-and-payments/suspend-and-restore-service.html
  We contacted ************ on December 19, 2022 to inform her of our findings. We explained Crickets policy and agreed to provide a one-time credit to her account. ************ had no further questions.    
  We thank ************ for her communication and trust that this explanation properly addresses her concern.
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  ****************************************************************** 30319
  /JL 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18522302
  
  I am rejecting this response because: I was overcharged technically. I had already paid my bill for the month. That was a one cost they charged me to turn it back on was another cost and they charged me for the same month was another cost this gentleman apparently lied to me because he didn't put in this report that he supposedly gave me a $30 credit. Where is that in this report.? I can't even log on to the site to view this credit. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/21/2022

  December 21, 2022
  Better Business Bureau    
  Online Complaint
  Complaint ID: ********
  Re: *********************
  Dear Sir/*****,
  This correspondence is in response to a rebuttal filed by *********************. In this rebuttal, ************ states she was not able to confirm the credit applied to her account.
  We contacted ************ on December 21, 2022 to discuss her rebuttal. We explained the agreed credit was applied to her account. This was agreed prior to our letter of response and credit was applied on December 19,2022. We assure her the credit is on her account and can be used towards her next billing cycle. ************ had no further questions.
  We thank ************ for her communication and trust that this explanation properly addresses her concern.
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  ****************************************************************** 30319
  /JL 

  Customer Answer

  Date: 12/21/2022

   
  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,
  
  *********************