Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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Complaints

This profile includes complaints for Cricket Wireless, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,359 total complaints in the last 3 years.
400 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/13/2022
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 went to Cricket Wireless in *********** 4.5mths ago(end of April 2022) to update my phone plan for my young child. This plan is strictly for him and is the only line on the account. While speaking with the representative in the store, she informed me I was eligible to purchase a brand new phone for my son, with no additional monthly charge. I would pay for the phone upfront, 100%, I would buy the phone upfront at the store that day and then my monthly bill stays the same. We agreed, I bought the phone & all was well. After about 4-5 months of bad service, I decided to take that phone(which I owned bc I bought it upfront in the store) to a different provider. When I called Cricket to unlock the phone which would allow the new provider access to the *** card, cricket refused, saying we must have the phone on active service for 6 months before we're allowed to have it unlocked to a different company. THAT WAS NEVER TOLD TO US AT THE STORE BY THE REP. **** in mind, I bought this phone upfront. Paid the standard purchase price 100% thinking I owned this phone(which I do). The store and over the phone reps continue to point fingers and admitted over the phone that information was never disclosed. Why buy a phone if Cricket technically owns the rights to it for atleast 6 months? I wouldn't have bought it and stayed with the existing phone my son had. I escalated the situation to an over the phone supervisor. The supervisor, thinking we didn't have all of our records, told us the 6mth stipulation was printed on our recipient and/or the box the phone came in. We have the original receipt, the original box and every piece of paperwork that came with it and NONE of it states that information. I told the supervisor this, he was at a loss of words and said there's nothing he can do and then said go to the store. I'm requesting my phone be unlocked or return my phone for a full refund. Cricket needs to show verification of paperwork they provided stating the 6mth policy.
Business Response
Date: 10/05/2022
October 5, 2022

Better Business Bureau
Online Complaint

Re: *****************************
Complaint NO: 18020611

Dear Sir/Madam,

This ************** is in response to a complaint filed by *****************************. In the complaint, ********************** is requesting to have her device unlocked.

Crickets unlock policy can be found at https://www.cricketwireless.com/legal-info/device-unlock-policy.html.

The policy states that Cricket will provide an unlock code once the following requirements have been met:
The device you want to unlock has been active for at least six months of paid service on that device.
The device is designed for use on and is locked to Cricket's network.
The device has not been reported lost or stolen.
The device is not associated with a fraudulent account.
Crickets Device Unlock Policy of our Terms and Conditions.. Terms and Conditions are accepted at the time of activation and each month upon renewal of service.

We contacted ********************** on October 5, 2022, after confirming that the device does qualify for an unlock. We advised ********************** in this case it can only be unlocked via the mycricket app.

We thank ********************* for her communication as well as the opportunity to assist her.

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ******************
*******, ** 30319
/EM
Initial Complaint
Date:09/13/2022
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 4?7 2022,I purchased a moto g stylus 5g cell phone. that phone was not working properly, the company made me send it back on 8/2022 for refurbished one. used approxmently 21/2 months that one to has failed. they want me to to send this one back for a replacement refurbished one. this is the same problem I keep having with the phone. On 9/9 2022 they were suppose to send me another phone. I have not received as of 9/132022. I need a phone for medical reasons which I have told them repeatedly, no response. as a matter of fact my cell has lost service due to them. Can not receive calls or excess to my device.can not contact them through the phone. I am not happy with the way I have been treated through the service The store can not help, and ******** is the maker of the phone. my imei:357160654 model #sku:XT2131-4 serial #:********** reference #********** I have a warrenty on this phone.But it does not work, it keeps loosing my photos important information, I can not get any help for the providers,or the store in which it was purchased. They just keep sending back and forth to the warrenty department and customer service. I don't have money to purchase yet another phone. we are and elderly couple who depend on the phone. Please help I am pulling my hair out. they don't understand english. The phone cost $240.98.
Business Response
Date: 09/21/2022
September 21, 2022

Better Business Bureau
Online Complaint

Complaint No: 18019821
Re: *****************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***************************** regarding her Cricket Wireless service. In this complaint, ********************** states she needs assistance replacing the defective device she purchased at a Cricket Wireless Authorized Retailer.

According to Cricket Wireless Return Policy, available online at https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges.html?s: Qualifying new or reconditioned wireless devices purchased from a Cricket Store may only be returned or exchanged at the same store where purchased and within seven (7) calendar days of purchase.

Warranty claim coverage period on all wireless devices begins at the end of the 7-day return period. Most warranty claims are fulfilled through Cricket's exchange-by-mail program and may not be fulfilled through an authorized Cricket retail location. Warranty claims for new iPhones, the *** Velox, and the Moto G are fulfilled through the original equipment manufacturer.

We spoke to ********************** on September 19, 2022 about her complaint. As a one-time exception,we shipped ********************** a new device on September 20, 2022 via *** tracking number 1ZY979F72903432388. She received the device on September 21, 2022 at 9:59AM.

We thank **************** for her communication and trust that this explanation properly addresses her concerns.

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Customer Answer
Date: 09/22/2022
I received the new phone on September 21,2022,have not had activated as of yet. I will do so today. Hopefully I won't have any issues. If I do get problems with the new phone I will file a new claim against the ************ As Cricket has told me there has been several people with these phones are having trouble with these phones. I tried to call To call ****** Senior Manager Customer Appeals at ************ to find out where this other phone needs to be returned and for a shipping label no response as of this time. How can I send the old phone back to them with no instructions?? This has been a problem too. Nobody want's to help with services. I need help with this. Please.
Business Response
Date: 09/23/2022
September 23, 2022

Better Business Bureau
Online Complaint

Complaint No: 18019821
Re: *****************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ***************************** regarding her Cricket Wireless service. In this rebuttal,********************** states she was unable to contact ******, Cricket Wireless Corporate Escalations Manager at the number provided to find out how to return the defective device.

We spoke to ********************** on September 22, 2022 about her rebuttal. She is aware that she will receive a return label via email within the next 3-5 business days to return the defective device.

We respectfully request that this complaint is closed at this time, as we are unable to further assist.

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Customer Answer
Date: 09/25/2022
I am still waiting on return label to return other phone. I will call them again on Monday 9/26/2022.
Business Response
Date: 09/27/2022
September 27, 2022

Better Business Bureau
Online Complaint

Complaint No: 18019821
Re: *****************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ***************************** regarding her Cricket Wireless service. In this rebuttal,********************** states she is still waiting on her return label.

We spoke to ********************** on September 27, 2022 about her rebuttal. She is aware that she will receive a return label via email within the next 3-5 business days to return the defective device.

We respectfully request that this complaint is closed at this time, as we are unable to further assist.

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Customer Answer
Date: 10/02/2022

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:09/13/2022
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 has now two times tried to get money for a service fee that I did not owe. They said I was to pay ***** on they my cricket app for services and sent a whole different price to my cell phone! I paid the 58 because the 68 was not a option even and now they are trying to charge me a extra ***** to reactivate my phone service due to their mistake! Claim they can do nothing to rectify I pay it or else my phone is shut off. If they did this to me I wonder how many other people they did this too!
Business Response
Date: 09/21/2022
September 21, 2022

Better Business Bureau
Online Complaint

Complaint No: 18018514
Re: *****************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *****************************. In this complaint, **************** states that Cricket tried to get money for a service fee that she did not owe. On the MyCricket app,the service payment was $58 but, **************** received a text informing her that her balance was $68.00. **************** paid the $58 posted on the MyCricket app,but her service was suspended, and she was charged $45 to reactivate her account.

We contacted **************** on September 20, ****, to get more information about her case. After researching Ms. ******* account, we found that she set up BridgePay on September 05, 2022, **************** informed us that the incorrect balance is reflected on her MyCricket App.

We value Ms. ******* feedback and apologize for the inconvenience. We issued a credit to **************** account to cover the reconnection fee and extra chargers.

We thank **************** for her communication and trust that this explanation properly addresses her concern.

Regards,

Cricket Wireless, Customer Support
1025 *******************
*******, ** 30319
/NG
Initial Complaint
Date:09/09/2022
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.
This company assured me that if I purchased a phone from them that the service would be secure and no one will be able to access it. I continued to have the same issues and asked for a refund. They kept giving me a run around for weeks, and now say that I have had the phone to long to get a refund.
Business Response
Date: 09/29/2022
September 28, 2022

Better Business Bureau
Online Complaint

Complaint No: 17899652
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************. In this complaint, **************** is stating she was assured her service and access to her accounts with Cricket Wireless was secured when activating service. She is requesting refund for the f device and service fees due to the lack of security for her account.

We tried to contact **************** on September 08, 2022 to gather more information regarding her complaint. However, we had no success in reaching the customer. The contact number she provided is no longer active and the customer did not provide an email address. To investigate and research her account - we need to be able to speak with *****************

We thank **************** for her communication and hope to hear from her soon.

Regards,

Cricket Wireless
1025 ***************,
*******, *******, 30319
/GR
Initial Complaint
Date:09/09/2022
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 purchased an iPhone in January for my son from cricket. I was unable to afford the bill after a certain point but paid my devices off and would now like to start a new service but cricket is refusing to unlock my device saying that it will be considered fraud because my phone was not in service for a full 6 months. I own the device. I don't understand how I am in ownership, I don't owe cricket money on the phone they should be able to unlock my device as it is paid off. This was not something that was mentioned to me when purchasing the phone at all. This is something very important and should be advertised when trying to get someone to purchase a phone.
Business Response
Date: 09/28/2022
September 27, 2022

Better Business Bureau
Online Complaint

Complaint No: 18002324
Re: *********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************. In this complaint, ************** is asking for assistance with unlocking her device due to family affordability issues.

Cricket Wirelesss Device Unlock Policy states: If you have a Cricket phone, it may have been programmed with a lock that prevents it from operating with other compatible wireless networks. Cricket will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer,and you have met the following unlocking requirements:

The device you want to unlock has been active for at least six months of paid service on that device.
The device is designed for use on and is locked to Cricket's network.
The device has not been reported lost or stolen.
The device is not associated with a fraudulent account.

To view the full, unlock policy please visit https://www.cricketwireless.com/legal-info/device-unlock-policy.html. Crickets unlock policy is part of the terms and conditions of service which customers accept at the time of activation and each month upon renewal of service.
************** device does not meet the 6 months requirement to unlock the device.

Notwithstanding the Cricket Unlock Policy, we made an exception and unlocked Ms. ****** device. In order to complete the unlock process,************** must insert the *** card of another carrier to finalize the unlock.We emailed the instructions to ************** on September 26, 2022.

We thank ************** for her communication and trust this explanation properly addresses her concerns.

Regards,

Cricket Wireless
1025 ***************,
*******, *******, 30319
/GR
Initial Complaint
Date:09/08/2022
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.
My family have been Cricket customers for 15 years. I bought the dream 5G phone February 2022. My first warranty claim was in 6/29, RA ********. I gave a deposit ($182) to receive a phone right away. I called customer service on July 20. The rep confirmed the phone I sent back was accepted with no damage on 7/8. Per the rep, I was to receive a refund within 10 business days of it's acceptance and assured the refund by end of week. No refund so called back 7/25 . Rep escalated call and promised the refund overnight. No refund. I called back several more times over the same week. Also two voicemails for a manager and never received a call back. I had to go through the story every single time I called. I wound up disputing the charge through my credit card on 7/31. Cricket denied the dispute 8/29 just before the 30 day limit, charging the $182 again. I continued the dispute through my credit card. I am currently on my 4th phone in less than 6 months due to problems like screens freezing, restarting on its own, lagging, functions not working, etc. I sent phone #2 back in less than 30 days and #3 back within a week. Both sent with the no deposit option and both were accepted with no damage. I have consistently asked for a refund or credit to be able to buy a different brand of phone. Cricket is aware of the issues with the dream 5G phone, but yet they refuse to make it right. Through a family friend, I was finally able to make contact with the regional manager on 8/29. He has been attempting to help solve this refund issue, but is not getting responses from his own internal contacts. It is now 9/8.Cricket supposedly prides themselves on customer service, but this experience certainly shows that they are falling very short. I would like a refund and a written apology from Cricket leadership. We cannot afford to move our family to another carrier otherwise we would have been long gone.
Customer Answer
Date: 09/23/2022
Complaint has been resolved outside of BBB. Please remove case number ******** as it is no longer valid. Thank you.
Initial Complaint
Date:09/08/2022
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 was approved for the Affordable Connectivity Program. The text link sent from Cricket does not work properly when it comes to entering date of birth. I kept getting an error message that birth date cannot be in the future. I was born in 67. I called customer support and got a lousy rep. ** was not paying attention and kept asking me repetitive questions which is how I knew he wasn't paying attention. I tried to contact the Affordable Connectivity Program, but their solution was to try and resolve it first with Cricket within 30 days. So this is my attempt to get Cricket to check out their link so my application does not get rejected. This is very frustrating as I've been trying to get some resolution for the past couple of hours. I could only get it to work using the following birth date, 01/01/2000. This needs to be fixed.
Business Response
Date: 10/04/2022
October 4, 2022

Better Business Bureau
Online Complaint

Complaint No: 5616738
Re: ***********************************

CC:     ***********************************
            PO Box 11
            ******, ** 45405

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************************. In this complaint, ********************** states she was approved for The Affordable Connectivity Program (***) ********************** says that she received a text link from Cricket Wireless, and it isnt working properly. ********************** says when entering her date of birth, she receives an error message stating that the birth date cannot be in the future, ********************** is requesting assistance setting up her *** discount.

For a limited time, the federal governments Emergency Broadband Benefit (EBB)program provided a temporary benefit on broadband service to eligible customers. Eligible households could receive up to $50 off their mobile broadband service (up to $75 on tribal lands).

In December 2021, EBB program was replaced with The Affordable Connectivity Benefit (***) Program. *** offers eligible customers up to a $30 benefit (up to $75 benefit for Tribal lands) to reduce the cost of their broadband (wireless, internet, etc.) Cricket is proud to participate in this program and to continue our service to the community.

Eligibility for the *** benefit is determined by the governments National Verifier at ***Benefit.org or calling the National Verifier at ************. Once the application has been approved by the governments National Verifier, Cricket can add the *** benefit to the customers account.

We contacted ********************** again on October 4, 2022. ********************** says that she has decided to use her *** discount towards other services and the BBB can be closed.

We thank ********************** for her communication as well as the opportunity to assist her.

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/EM
Initial Complaint
Date:09/08/2022
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.
On Aug 24, 2022 My Cricket Wireless Cellular Phone was suspended. I call Cricket and talk with there persons who was rude and disrespectful to me. then talk a supervisor no help. Aug 25, 2022 I call talk a customer rep. she go online you can avoid some fees. Went to Cricket Wireless.com make a$53.99 with my Citibank credit card. i received acknowledge payment want made. Also got text message from Cricket payment received. Citibank pay Cricket $53.99. As of today I have no cellular phone service have not heard back from Cricket Wireless.
Business Response
Date: 09/12/2022
September 12, 2022

Better Business Bureau
Online Complaint

Complaint No: 17933349
Re: ***************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************************. In this complaint, **************** states he made his payment and his account remained suspended.

We researched **************** account, and found his autopay was not able to be completed. A manual payment that was made was not paid in full. This prevented his account from being reactivated. We agreed to issue a one-time courtesy credit and reactivate his account.

We informed **************** of our findings on September 9, 2022. We explained his account is now restored and reminded him of updating his autopay.

We thank **************** for his communication and trust that this explanation properly addresses his concerns.

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/JL
Initial Complaint
Date:09/07/2022
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.
To explain Cricket wireless offer payment plan called Bridge pay, which is offered to customers with financial hardship to have service for extra 7 additional days from there due date by splitting your payment into 2 separate payments. In case of the customer is not able to make the 2nd payment after does 7 day they offer another 7 days extension which is called per their term " bridge pay extension". This issue started due to negligence on a ************* representative on Fri on 9/2/2022 at 4:37 PM PST approx. 30 minute call. The reason for me calling customer care that day was to try to lower my plan to reduce the 2nd payment of the bridge pay agreement by getting a lower plan since my payment was due Sept. 3. The rep explain that per the Bridge pay agreement that cant be done till the 2nd payment is taken care of. So, he offered an alternate which was a Bridge pay extension. The rep explain that if I pay $15 I can extend my service again for another 7 days and the remain balance of $43 or $48 will be due on September 10th, I agreed. The Rep explain he cant take a payment over the phone so he had me pay online and he confirm the payment went through on the call. the payment was processed at 4:50pm. the rep said finalize everything and next ***** wont be due till 9/10/22. Then on September 4th my service was interrupted due to nonepymnt , I call to find out what happen had different rep explain that I failed to pay my bridge pay agreement. I asked for a supervisor multiple occasion and was put on hold 5time and git hung up on. Until I finally spoke to ****** a supervisor, She stated that thier nothing they can do because the rep notated he offered the Bridge pay ext and never process it. I asked the supervisor to pull the recording of the call. she stated they cant do that because it different call center. I would file compliant with the corp office and have pay my bill in full. since could take long.
Business Response
Date: 09/27/2022
September 27, 2022

Better Business Bureau
Online Complaint

Complaint No: 17930279
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In this complaint, ************ states his account was suspended after he paid for a BridgePay extension.

Crickets BridgePay program offers customers the option to split their monthly payment in two. After the initial payment is made the remainder of the bill is due within 7 days with the first day being the date that BridgePay is activated. If the second payment is missed the customers bill cycle restarts and a full monthly payment is due. Applicable fees may also apply. Cricket sends reminders via text message on the date BridgePay is activated and the day before the second payment is due.
After researching Mr. ***** account, we found that ************ failed to make his second payment by this time, therefore, the account was suspended, and the bill cycle reset. The initial BridgePay payment is applied to the 7 days of ***************** along with the BridgePay activation fee.
We do understand at Cricket, that things do happen.Therefore, BridgePay extension was introduced for our valued customers. BridgePay extension allows you to extend your BridgePay by another 7 days. If you are already registered in BridgePay and have made your first payment, you can call us to see if you are eligible for a BridgePay extension. Additional fees will apply. BridgePay extension can only be setup by calling 1-800-CRICKET ***************).
As a one-time exception, we applied a one-month credit to Mr. ***** account.
We thank ************ for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/KM
Initial Complaint
Date:09/06/2022
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.
Switched my service to Cricket on 8/8/22. When reviewing monthly statements, I noticed I had been billed twice on 8/8/22 and a third time on 8/27/22, all three charges in the amount of ******. When contacting customer service, they did indeed see where I had been charged thrice, but claimed they had received a payment of $270. The amount that they claimed to have received does not match any of the amounts charged on my bank statements. They offered to provide an account credit, but were not specific in the amount they would credit. They declined a refund, stating I would have to go to my bank to get a refund. My bank did not incorrectly charge or overcharge me, this business did. The amount overcharged totals $421.96 and I would like a refund. The fact that they were unable to verify how/why my account was billed in such a manner is concerning. Also concerning was the third charge so far apart from the initial charge, when there was no auto pay set up, and I had not even been a customer for a complete billing cycle. They appear to have a lack of accountability for their mistake.
Business Response
Date: 09/19/2022
September 19, 2022

Better Business Bureau
Online Complaint

Complaint No: 17926845
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by regarding ************************* Cricket Wireless service. In this complaint, **************** states she was charged multiple times for an online order she placed at cricketwireless.com on August 8, 2022.

We confirmed that **************** was charged multiple time for the order she placed on August 8, 2022. On September 14, 2022 we refunded the additional payments made back to her original form of payment. We advise that refund times can vary by financial institutions.

We thank **************** her communication and trust that this explanation properly addresses her concern.

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM

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Cricket Wireless, LLC

Cricket Wireless

Cricket Wireless

Cricket Wireless, LLC

Cricket Wireless, LLC

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Cricket Wireless, LLC is NOT a BBB Accredited Business.

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Cricket Wireless, LLC is NOT a BBB Accredited Business.