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

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

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

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:10/13/2022

  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.

  Every month I do bridge pay and the day the bridge pay was due I was attempting to make my $38 payment and I tried on the app I tried on the internet I tried for my boyfriend's phone I tried on the automated system on the phone because it was closed so I couldn't talk to anybody I have screenshots of every time I tried all the phone calls I made it would not let me make my payment so I ran out of time so then my account was suspended and then I had to make the full payment of $68 but it wasn't my fault that the system wouldn't let me make my payment so then I had to pay the $68 cuz I went into the cricket store and she said that there was nothing that they could do I called customer service twice they said that once the payment you know once you're late on your bridge pay you have to make the full payment I understand that but the system was not letting me make the payment I tried three different credit cards all my information was correct I had money and my boyfriend tried his card he had money I think it's bull c*** I had to pay the full amount $68 and I my account was suspended for that day when it wasn't my fault at all.

  Business Response

  Date: 11/08/2022

  provided resolution after we closed and provided refund 

  Customer Answer

  Date: 11/09/2022

   
  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.
  

  ****** did provide me with a refund. Thank you
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:10/12/2022

  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.

  On 10-3-22 I purchased a cricket mobile phone for which I paid $403.27. I was told at that time that I had 7 days to return it. I have tried to return it multiple times at the store and at the customer service number by phone and I cannot get anywhere with either place. The phone customer service tells me that they have it all set up to return and all I have to do is take it to the store. I take it to the store and they are rude, and they say they are separate from The customer service phone and every other excuse and they send me away repeatedly. I am convinced that this back And forth activity is simply to extend customers past the 7 days so that we lose our money. I still have the phone and I have no money. I need your help. I believe this is a ruthless, underhanded business practice And I'm just not going to tolerate this kind of behavior from a company that is owned by ***** 1 The store location is in ***************** and the address is *************************************************. The sales person was ************** The phone is a *********************. The receipt clearly says refund policy devices are returnable to 7 days from the date of purchase. Yes. I am now outside of the 7 days days because they have sent me away repeatedly.I have a copy of the conversation that I had with corporate and I'm hoping to attach it here somewhere.

  Business Response

  Date: 11/01/2022

  October 31, 2022
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18204380
  Re: *****************************;
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ******************************* regarding Cricket Service. ***************** states a Cricket Wireless Authorized Retailer refused to issue a refund for the device that was returned within the 7-day return period. 
  
  On October 18, 2022, we contacted ****************** and she explained that she tried repeatedly to return the phone before the deadline, but the Cricket Wireless Authorized Retailer would not help her with the return.  
  
  Cricket provides a 7-day return policy for qualifying devices. Qualifying new or reconditioned wireless devices purchased from a Cricket Store may only be retuned or exchanged at the same store when purchased and within seven calendar days of purchase. Please see full return policy here: https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges.html
  
  On October 19, 2022, we reached out to the Cricket Wireless Authorized Retailer to investigate the issue. The investigation uncovered that ****************** was not the person returning the device; the individual trying to return the device was not authorized on the account and could not provide identification. 
  
  
  
  You may designate individuals (such as family members) to act on your behalf (Authorized Users). Authorized Users can manage your account, including changing or adding Services. You are responsible for all actions and changes made by any Authorized Users, including purchases of products and additional Cricket Services. You authorize us to provide information about and make changes to your account at the direction of any person who provides information sufficient to identify you, even if this person has not been designated as an Authorized User. https://****************************/terms
  
  We informed ***************** of our finding and agreed to make a one-time exception and refund her for the Cricket Protect feature, her rate plan and the activation fee. 
  We thank ****************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /NG
  
  
  

  Customer Answer

  Date: 11/02/2022

  Cricket has refunded $95 in fees and $$279 for the phone. I am satisfied with this resolution.

  Thank you for your help in this matter.

   

   

• Initial Complaint

  Date:10/12/2022

  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.

  i was enrolled in a arrangement with cricket wireless. the second part of the payment was due on 10/11/2022 by 11:59pm. i made several attempts to pay via online, cricket app and cricket customer service line. they refuse to restore my service for the agreed amount and in addition they say that i have to make full payment to restore my service. In addition I lost revenue as a result.

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18202383
  Re: ***************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ******************************* regarding Cricket Wireless. In his complaint, ******************** states that he has several complaints about Cricket Wireless unlimited plan.
  
  Cricket network management practices: ********************* on the Unlimited Cricket Core Plan. For all data usage, Cricket may temporarily slow data speeds if the network is busy. Cricket activates ********************* for individual customers on the Unlimited plans when they subscribe to Cricket's service. For information on *********************, visit www.cricketwireless.com/mobilebroadband. Stream More SM on All **** Plans except the Cricket Core Plan and Cricket More Plan. All data plans except the Cicket Core Plan and Cricket More Plan come with Stream More, a feature which helps you save data when watching videos by streaming certain higher-definition videos at standard definition quality, similar to DVD (about 480p). Cricket will activate Stream More for you. Once activated, you may turn it off or back on at any time. Find out how.For the Cricket Core Plan and Cricket More Plan, video streaming is limited to *** 1.5Mbps. For more information, go to www.cricketwireless.com/mobilebroadband.
  
  We attempted to contact ******************** on October 17, October 18 and October 19, 2022,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 ************.
  
  We thank ******************** for his communication,and we will be available to assist him should he still desire.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 Lenox ************
  *******,** 30319
  /KM
  

• Initial Complaint

  Date:10/11/2022

  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 ordered an Iphone from Cricket Wireless early September, Called to let them know I changed my mine. They said no problem that they would return it for me. I sent it back. They received the phone September 15th. I have called many time. They even say they see it was returned. They just keep telling me to have more patience. It has almost been a month and I still haven't gotten my refund. I am waiting on $911.00

  Business Response

  Date: 10/28/2022

  October 27,2022
  
  Better Business Bureau 
  Online Complaint 
  
  Complaint No:18200211
  Re: ***************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by ***************************. In this complaint, ************ is requesting a refund for her returned online order. 
  
  We researched ************** request and found her online order has been returned. Her refund was completed on October 13, 2022, back to her original form of payment.
  
  We contacted ************ on October 27, 2022, to discuss our findings. We explained her refund has been completed and should now be back to her original form of payment.
  
  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:10/11/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traveled to ********** the week of September 26, 2022. In an effort to have phone service, I paid $10 for a feature that says ********** International calling. I did not understand that this mean calling from the US to **********. Thus for a week in ********** I had no phone service. Now I'm back asking for my $10 back. Not only will Cricket not refund my money, I cannot take the feature off my phone. So I will still be charged apparently. I'm pretty tired of these little fees that add up to a lot. I'd simply like the feature taken off my account and $10 credited or refunded back to me.

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18197006
  Re: ***********************
  
  Dear Sir/Madam,
  
  **** correspondence is a rebuttal response to a complaint filed by ************************** her complaint **************** states on September 26, 2022, she traveled to Costa Rica. **************** says she purchased an international feature in order to use her phone. **************** says that the feature did not work, and she could not use her phone. **************** is requesting a refund.      
  
  . We would like to apologize to **************** for her poor experience when trying to use her phone internationally. We have processed a one-time credit adjustment to **************** account. .  
  
  We thank **************** for her communication and trust that this resolves her issue.  Regards,
  
  Cricket Wireless, Customer Support
  ******************************************************************** 30319
  /EM

  Customer Answer

  Date: 10/20/2022

   
  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:10/10/2022

  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.

  On September 30th I ordered a phone online, they had a promotion where if you port in your number you get a free phone free activation etc. I put in my information and then was given a 25$ coupon by the system. The email receipt shows this. After placing the order I noticed the charge was not taken out from my bank. No biggie, figured it would be taken out when it ships. Three days passed and still no progress (takes up to two days to port). I called them and after some back/forth the rep tells me I have to pay the 35$. I reluctantly do it but he tells me the phone should be shipped out in a day or two. I waited. Still nothing. So I call back again, this time I was told I need to cancel the order and order it all over again. Then I was told it's because I needed the **** number, mind you I did NOT have the phone so I could not provide that information. I spoke to a very rude supervisor named ****** probably not his real name. Saying that I had to go to the store to show them the coupon and that upon verification they will submit a ticket which takes ten days. I said just give me my 35 dollars back. He said no that cricket doesn't do that I have to file a charge back.I file q charge back with varo but I called them 10/10 to see if maybe I could get a resolution. Rep was helpful she submitted a ticket to their backend team. I got a call back and now they're telling me the phone cannot ship out because of a glitch on their end. I'm out 35$ and no phone which I need for work. I just want my phone, that's it. I should not have, gone through all of this. PLease help me get this resolved.

  Business Response

  Date: 10/25/2022

  October 24, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint ID: ********
  Re: ***********************
  
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***********************. In the complaint, **************** states that on September 30, 2022, she processed an online Orde.  The order included a promotion for a free phone and free activation fee when porting a number. **************** received a confirmation email after completing the process, but never received the order.
  
  On October 04, 2022, **************** contacted the Cricket Care Team, where she was informed that she needed to pay $35.00. **************** explains that after paying the $35 and speaking with several representatives, the order was still never shipped. **************** is requesting assistance in receiving her new device.
  
  We contacted *************** on October 17, 2022 and discussed her complaint. **************** informed us that she was refunded the $35, but she didnt want her money she wanted the phone. We explained that the order was canceled, and the promotion requires a porting request. We asked **************** to submit a new port request and we will track the order to make sure everything processes correctly.  
  On October 18, 2022, **************** stated that she is no longer transferring her number to Cricket Wireless because she didnt receive the resolution she wanted.
  We thank **************** for her communication and hope that Cricket Wireless can provide her wireless service needs in the future.   
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ************************************************************** 30319
  /NG
  

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18195232
  
  I am rejecting this response because:

  nothing was done at all. Just here's your money back and that's it. I wasted so much time and effort only for them to tell me sorry we can't do anything for you. Maybe send me the phone and I'll pay the 60 when I get it. That would make things right. 

   

   

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

  Business Response

  Date: 10/31/2022

  October 31, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint ID: ********
  Re: ***********************
  
  
  Dear Sir/Madam,
  
  This ************** is in response to a rebuttal filed by ***********************. In the rebuttal, **************** states she placed an online order that was never delivered.   *************** was refunded for the online order back to her original method of payment.  **************** suggested she would have preferred to have the phone.  She wants a free device and will pay once she receives it.  We informed **************** that Cricket Wireless provides service one month at a time, paid in advance.
  
  We contacted **************** on October 17, 2022,and discussed her complaint.  **************** informed us that she was refunded, but she didnt want her money she wanted the phone. We explained that the order was canceled, and the promotion requires a porting request. We asked **************** to submit a new port request and we will track the order to make sure everything processes correctly. 
  
  We thank **************** for her communication and trust that this complaint is now closed, as we are unable to further assist. 
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ************************************************************** 30319
  /NG
  
  

• Initial Complaint

  Date:10/09/2022

  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.

  Hello,On 10/3/22 my Cricket Wireless phone was stolen on a ******** Airlines overnight flight to ******* then *****. During my flight to *** the attendant had volunteers move to the front of the plane. The people with whom she moved me next to stole my phone out of my sweater pocket while I was sleeping. When the plane landed, the people sitting next took me rapidly got off the plane and I searched for my luggage & didn't realize my phone was missing until I was walking off the plane to the gate.I immediately went to a Cricket store on ************* in *********, where I asked (an employee) a man in a wheel chair if I could please shut off my service. He then passed me on to another employee (a young lady) who took my id and looked up my account via my phone #**********. Another man (an employee came from outside and took over). I told him and her I did not know my pin number and I tried several times. First off this is way to many different people handling my ************* felt *************** interrupted the young ********* was done on purpose. I believe my stalker was using that particular employee to block me from reporting shut off service Bottom line, I think I was blocked purposely from reporting my phone being reported lost/stolen and was given no alternative options. My phone was corrupt & privacy invaded from the moment I received it. There was no private phone call, or text. A Lady has been paying others to stalk, harass and put different ***************** in my food. Every phone I get she ends up stealing, to get the phones info. when she gets phone code. With this particular phone it was different, my privacy was violated the day i got it she didnt have to steal it she was already using employees. The day I got the phone (Affordable Connectivity Prog.) I signed up at a table ***** Ave area b/c I was having same privacy problems with my other phone. My pin, ******************* was given to me on a piece of paper & 2 days later stolen.

  Business Response

  Date: 10/31/2022

  October 31,2022
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No: 18189916
  Re: **************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by **************************. In this complaint, ********************** states her device was stolen and was then added to national blocklist. She believes she is being hacked and would like to get a replacement device.
  
  We contacted ********************** on October 27, 2022, to discuss her concerns. She stated she has now received a new replacement device and updated her account information. 
  
  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:10/09/2022

  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.

  Our wireless bill was paid on September 12, 2022. On September 14, 2022 two of the phones were illegally removed from the account. The phone numbers were removed from the account. Cricket investigated and found out the numbers were taken to multiple states. We went a week without 2 of the 4 phones on the account. After a week, and no answers from cricket we decided to get new **** cards and new numbers for the two stolen phone numbers. We had a new account made. We did not want any issues with the other 2 phones. We felt the account was not secure. On Saturday September 24, 2022 all the phones were removed from the account. we were charged to activate (the 2 stolen phone number phones and charged for new **** cards). We then had to pay for a month of service again. It had been paid on September 12, 2022. Cricket refuse to credit us any of the month of service we paid for that we did not receive. We paid double for the month of service. Cricket will not let me into the old account to show the amount paid September 12, 2022. We were charged $111 at the cricket store and my son was charged $35 on September 24, 2022. On September 12, 2022 we paid $120.

  Business Response

  Date: 11/03/2022

  October 31, 2022
  Better Business Bureau
  Online Complaint
  Complaint No: 18188578
  Re: *****************************
  Dear Sir/*****,
  This correspondence is in response to a complaint filed by *****************************. In this complaint, **************** states her number was ported out without her consent and she decided to attain a new number. She is requesting her last payment be transferred to her new account.
  We want to assure *************** that her accounts 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 his 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 Ms. ******** phone numbers 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 contacted **************** on October 23, 2022, to gather more information regarding her new account. *************** emailed us on October 30,2022, with the account information needed to make the transfer.
  We emailed **************** on October 31, 2022 and advised we have transferred the payment from her old account to the new account.  It will take and it will take 1-2 business days to process.
  We thank **************** for her communication and trust that this explanation properly addresses her concern.
  Regards,
  Cricket Wireless, Customer Support 
  ************************************************************************** 30319 
  /GR 

• Initial Complaint

  Date:10/08/2022

  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 have called Cricket customer service at 611 to enroll in auto pay saving me $5 per month. They tell me today it will take one month and my account payment is due today. Have gone thru this several times. I now want to be refunded $5 for one year due to the bother. $5 x 12 months.

  Business Response

  Date: 10/31/2022

  October 31, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18186829
  Re: *********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *********************. In this complaint, ************** states she called Cricket Wireless to enroll in autopay to save $5.00 per month.  She was informed it will take a month for autopay to be active. ************** is requesting credit on her account.
  
  We attempted to contact ************* by phone and email on October 17, October 26, and October 31, 2022, however those attempts proved unsuccessful. Should ************** wish to discuss her complaint further, she may contact ******, Cricket Wireless Corporate Escalations Manager,at ************.
  
  We thank ************** for her communication and will be available should she still desire.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

• Initial Complaint

  Date:10/07/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 21st I received a text from Cricket wireless stating there was a change with my service and I promptly called customer service to inquire what that was about. The customer service agent insured me that it had to do with some new wifi calling features and I shouldn't worry. The next morning I woke up and no longer had phone service. My number had been ported out without my permission. For the last 2 weeks I have been going in circles with Cricket. They opened a case and closed it and then they opened a second case and closed it and didn't even inform me about it. I have been going around and around. I just want my number back that I've had for over ************************************************************************************************* my inquiries into what is going on that I asked why they don't just give me my money back for the service I paid for but didn't receive. I actually still wanted my number back but I see this is hopeless. They tell me I have to file a dispute. I'm so done trying to communicate with that company I'm not opening anymore fake cases with them. What a rip off. When I called to inquire about the strange text that is when they should have caught the person from stealing my number.

  Business Response

  Date: 10/25/2022

  October 25,2022
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No: 18184271 
  Re: *********************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *********************************. In this complaint, ******************** states that her wireless number was fraudulently ported out to another carrier without her permission.  
  
  We want to assure ******************** that her accounts 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 his 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 Ms.********* ***** number in an attempt to gain access to other accounts where she uses her ***** number for verification. If she hasnt already done so, we advise ******************** to file a police report regarding the suspected identity theft. 
  
  Our records indicate that we were able to retrieve ******************** wireless number, restore her original service plan, apply eligible credits to her account, and help her update her account security information. 
  
  We informed ******************** of our findings on October 14,2022.
  
  We thank ******************* for her communication and trust that this explanation properly addresses her concern. 
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  1025 ******************* 
  *******, ** 30319 
  /JL 

  Customer Answer

  Date: 10/26/2022

   
  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. I am however inclined to let you know I find it sad that I was forced to go to the BBB to get assistance and action from Cricket wireless. I did tell Cricket wireless I had experienced identity theft....BUT Cricket had an opportunity to stop the port out before it happened when I received a text about changes to my account and I called to question it. At that time I was told the text was "nothing to worry about" and it was in regards to wireless calling. 

   

  There seems to be a lot of ignorance in know how when it comes to Cricket wireless employees doing their jobs. I experienced it throughout the entire process. They were incompetent to note the phone number to reach me, incompetent I the initial situation,  and even at the last moment where I was sent a sim card to retrieve my service the incompetence shined through when I went to the Cricket store and had to purchase another sim card because the one sent to me was unusable due to it not being entered in the system correctly. 

  Please train your employees properly and perhaps they can understand what is going on and catch these things when the customer calls with the initial strange text, etc. It could have been caught before the issue was so big!

  
  Sincerely,
  
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