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:09/03/2022
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.
Cricket Refer-a-friend code contains verbiage that specifies it can be entered after activation via the portal. Code was rejected. Spoke to supervisor and she said it HAD to be done at time of activation. When I went over verbiage, he hung up on me. This is for $25 that is due. ACP credit not applied at activation. ************ for subsequent months. Cricket owes me $30 for this. Reached out to them, and received case number, Replied advising it hat taken more than the 7 days it said, and no one has replied. Phone number is ************
Business Response
Date: 09/12/2022
September 12, 2022

Better Business Bureau
Online Complaint

Complaint No: 17916793
Re:*************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by *************************. In this complaint, ******************** states he attempted to take advantage of Crickets Refer a friend but was not successful. He is requesting a refund.

In researching ******************** complaint, we found that he has a history of complaints with Cricket Wireless. ******************* has been advised of our policies on multiple occasions.

As it relates to this specific complaint, Refer A Friend is a customer referral program that allows you to earn up to $250/year in account credits by referring your friends to Cricket (10 referrals per calendar year). You must retrieve your referral code from your friend's link before activating service. Unfortunately, once you activate service, there's nothing else we can do. Full details can be found at: https://www.cricketwireless.com/support/discounts-and-savings/refer-a-friend.html

******************** has been provided with our terms and conditions during previous interactions. Terms and Conditions are accepted at the time of activation and each month upon renewal of service. Our terms and conditions state, in part: By activating, using,or paying for any of these products or services, youre accepting and agreeing to be bound by these Terms. Also, in our terms and conditions it states,in part: Amounts paid for Service Charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Full terms can be found at cricketwireless.com/terms.

We respectfully request this complaint be closed as we are unable to further assist

Regards,

Cricket Wireless, Customer Support
1025 ******************
*******,** 30319
/JL
Customer Answer
Date: 09/14/2022
While it is true that there have been numerous messages between myself and ****** at the executive office, what is in theory represented in their response, in practice has been entirely different. Initially she did respond to my inquiries. We should not at any moment assume that a person that works in an executive office is placed there for being dumb. The environment is prone to complaints, which ultimately evolve into class-action lawsuits, additional regulation, and the high level of scrutiny that has bee imbedded into the history of MA Bell. A request in made to your office to consider if AT&T's role in the world of business is one where they seek formats that are near monopolies, and the rest of their family of companies to support the image that it isn't this. Eventually, the responses were deflected and I was instructed to contact customer support, as theirs was for escalated matters. My response was that I was aware of this and that from the onset these had been my intentions. To not be in the midst of this correspondence, it is difficult to truly grasp the process of mental ********** which ****** used. It was as though my questions were limited in number and scope, and once exhausted, they could simply not answer any further. Through this, Cricket could get away with just about any of their shenanigans. In the attached files, you will see their Terms and Conditions, related to the promotion in question. It CLEARLY states that the promo code can be applied AT the time of activation, or through the portal after having completed said activation. Another screenshot shows the error message generated when I tried to activate the promo code through the phone APP. Another message shows confirmation that a case number had been generated and no response was ever provided., An additional screenshot shows the refer-a-friend promo code that Cricket generated and sent to me prior to activation. On my end, I complied with all terms and conditions. They had the audacity to call my request a "refund" in this letter to the BBB. My request was for the promo code to be applied, and for the *** benefit to have also been credited. Mysteriously, the latter is already registered for SUBSEQUENT months. Kindly ask Cricket to look into this and please respond at your earliest convenience with truthful statements and clear solutions. Many more records can be provided, should they be necessary.
Business Response
Date: 09/21/2022
September 21, 2022

Better Business Bureau
Online Complaint

Complaint No: 17916793
Re:*************************

Dear Sir/*****,

This correspondence is in response to a rebuttal filed by *************************. In this rebuttal,******************** states he would like to be credited for the refer a friend program.

As we previously explained to ********************, he needed to retrieve the referral code before activating. This was not completed properly and prevented him from receiving his credit.

We would like to remind him of the full terms: Refer A Friend is a customer referral program that allows you to earn up to $250/year in account credits by referring your friends to Cricket (10 referrals per calendar year). You must retrieve your referral code from your friend's link before activating service. Unfortunately, once you activate service, there's nothing else we can do. Full details can be found at: https://www.cricketwireless.com/support/discounts-and-savings/refer-a-friend.html

At this time, we ask that this complaint be closed.

Regards,

Cricket Wireless, Customer Support
1025 ******************
*******,** 30319
/JL
Customer Answer
Date: 09/21/2022

Complaint: 17916793

I am rejecting this response because:

The Terms and Conditions on their own portal clearly spell out that it can be entered after activating the line. Furthermore, there is a section in the app enables to enter this code. This further represents to a consumer that this is an option. The absence of addressing this matter, when clearly presented in the rebuttal to an institution like the BBB, is an indicator of how much worse they treat people when no one is present - though e-mail or on the phone.
Notice how a name is not signed at the bottom of the email. There is no accountability, nor responsibility. It is done to challenge channels of escalation and is an extension of preparation for lawsuits because they know that they are abusing the public. This is the only thing I can consider, after the collective experiences with these people.
For the BBB to assist in this matter, is to help protect the public. To close this file is simply a means to quash ones ability to stand up for oneself and to not allow this to later be taken to the courts of justice, by those who have suffered. Please do what is within the spirit and letter of the BBBs Mission Statement.

Sincerely,

*************************
Business Response
Date: 09/23/2022
September 23, 2022

Better Business Bureau
Online Complaint

Complaint No: 17916793
Re:*************************

Dear Sir/*****,

This correspondence is in response to a rebuttal filed by *************************. In this rebuttal,******************** states he would like to be credited for the refer a friend program.

As we have explained to ********************, you must retrieve the referral code before activating. This was not completed properly and prevented him from receiving his credit.

The terms state: Refer A Friend is a customer referral program that allows you to earn up to $250/year in account credits by referring your friends to Cricket (10 referrals per calendar year).You must retrieve your referral code from your friend's link before activating service. Unfortunately, once you activate service, there's nothing else we can do. Full details can be found at: https://www.cricketwireless.com/support/discounts-and-savings/refer-a-friend.html

We ask that this complaint be closed.

Regards,

Cricket Wireless, Customer Support
1025 ******************
*******,** 30319
/JL
Customer Answer
Date: 09/23/2022

Complaint: 17916793

I am rejecting this response because:

By analysis goes the thread of communications, it is clear that Cricket is attempting to deflect responsibility by not taking ownership for the actions by side-skirting responses. When Terms and Conditions CLEAR spell out that a step can be completed by submitting a referral code online and the portal rejects it.that is about as cut and dry as you can make it. Cricket is abusing their role within the marketplace and walking all over the public.

Sincerely,

*************************
Initial Complaint
Date:09/03/2022
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.
- As of August 28, 2022 I had an active cell phone account with Cricket Wireless.- Sometime on the evening of August 28 someone fraudulently "ported out" my cell phone number (of 30 years) from Cricket Wireless to another cell phone carrier.- On the subsequent day Aug 29, I reported to Cricket that I had lost access to my cell phone. This coincided with the beginning of several fraudulent attempts to open credit cards in my name. Cricket informed me that they had ported out my phone number to another carrier and that I no longer had an active account with them.- I informed Cricket that I had not initiated or authorized such action. I was told to "not worry", it would be investigated and I would get my phone number back in 3-5 days. They would contact me.- Over the past 5 days I contacted them for updates as I have been constantly attacked with identity theft. Cricket **************** has stonewalled me with no results or updates. - I cannot continue spending my days defending myself from financial-related attacks. This, in addition to not having access to my cell phone (my primary communication device!) for almost a week now.- *********** has shown little regard to a major breach in their security and injury to me. Their apparent lack of interest or ability to solve this issue opens up ALL current and future customers to the same experience that I am currently suffering through.
Business Response
Date: 09/26/2022

September 23, 2022

Better Business Bureau
Online Complaint?

Complaint No: 17903427
Re: *************************;

Dear Sir/Madam,?

This ************** is in response to a complaint filed by ***************************. In this complaint, ****************** is staing his wireless number was ported out without his consent. He is asking for assistance with retrieving his wireless number.

We want to assure ****************** that his accounts security is a top priority for Cricket Wireless. After researching his account, we believe he may be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual may then have used ******************** phone numbers in an attempt to gain access to other accounts where ****************** uses his phone number for verification. If he hasnt already done so, we advise ****************** to file a police report regarding the suspected identity theft.?

We contacted ****************** on September 06, 2022, to gather more information regarding his complaint. ****************** stated he had a case opened to retrieve his wireless number.

After further research, we emailed ****************** on September 10, 2022, to advise his wireless number was retrieved and he will need to purchase SIM card. ****************** emailed us on September 18, 2022,stating he was able to activate the lines and hopes we can make this process more seamless.

We emailed the customer on September ******* apologizing for the inconvenience he experienced in attempting to resolve this issue.

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

Regards,?

Cricket Wireless, Customer Support?
1025 *******************?
*******, ** 30319?
/GR
Customer Answer
Date: 09/27/2022

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:09/02/2022
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.
This issue began on July 9th 2022. Fraudulent activity occurred within my Cricket account number ********* and I lost access to all four phone lines under my account. I went into the local Cricket Retailer (714 ***************** ******, ** *****) and explained that my phones were no longer working and I didn't understand why. The lady working the counter advised that a different name and address was under my account. After a long wait, they were finally able to correct the name and information on my account, asked me to change my password and pin and then restore service to all four of my phone lines but only if I paid $90 in reconnection fees. I expressed concern with paying the $90 in reconnect fees, as I didn't authorize them to be disconnected to begin with. It was fraudulent activity and someone was able to bypass their security online, take control of my account and disconnect all four of my phone lines (and commit additional fraud against me that was resolved with another entity). I felt Cricket should not have charged me fees to reconnect but I paid them so I could regain service. I was told to call Cricket customer service to see if they could refund the $90. I didn't doubt the issue would be taken care of in the future and left. The following week, I called customer service. They advised they could not refund money paid in the store. Therefore, I called the store, ask for a manger. A manger called me back a few days later told me she could not help me at all and that I had to call customer service. I called customer service, they advised me (after tons of explaining) they cannot refund money paid in the store. They actually advised me to file a dispute with my credit card so my credit card company would take back the $90 paid but that my lines may be disconnected, if they took the money back. I couldn't believe it. I just want my $90 dollars refunded. I didn't authorize a disconnect and I did nothing to allow the fraud to occur.
Business Response
Date: 09/19/2022
September 15, 2022

Better Business Bureau
Online Complaint

Re:***********************
Complaint ID: ********

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In her complaint, ************ states on July 9, 2022, she lost access to her Cricket Wireless account due to a fraudulent transaction. A Cricket Authorized Retail employee helped recover ************** account. ************ is requesting a $90.00 refund for the reactivation fees she was charged.

We reviewed ************** account and confirmed the charges. On September 14, 2022,we contacted ************ and informed her that we were not able to refund the balance requested, but we will be happy to issue a credit to her Cricket account for the balance. ************ agreed to the credit.

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

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ******************
*******,** 30319
/NG
Initial Complaint
Date:09/02/2022
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.
Good evening,My name is ******************** and I am writing to BBB to report Cricket to report negligencefrom one of your employeesin one of your locations. Specifically the location that I would like to report is located in *************.It is Cricket Wireless Authorized Retailer ****************************** 11206.Phone number is ************** I do not know the name of the individual in question. However, I do know that she is a femalethat was closing the store today. While waiting outside, she said to wait for a minute inside the store because she locked the door. After, when she was done with the other customers, she unlocked the door and asked what we needed. As we are telling her our dilemma, she cuts us off and proceedsto say, "I have more important things to do than to help you. My daughtermatters more". So, I am asking myself why would a representativebe so nasty and so unprofessional towards us while asking us what our issue was only to slam the door in our face. She refused us service and discriminated towards us. The location online says that it closes at 8:00 pm. We came at 6:45 pm, and she asked us to wait. We waited until 7:00 pm. She closed the door promptly at 7:00 pm. I would appreciate it if someone could reach out to me regarding this incidentwith this location.I look forward to hearing from you.
Business Response
Date: 09/26/2022
September 26, 2022

Better Business Bureau
Online Complaint

Complaint No: 17896377
Re: ********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ********************. In this complaint, ****************** is asking for assistance regarding a Cricket Authorized Dealer refusing to help and assist with unlocking her device.

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.

We contacted ****************** on September 21, 2022 to gather more information regarding her complaint. She stated she is having issues with the device her friend provided to her and she was seeking help from a local store. Unfortunately, they didnt help

We advised ******************, the store is an Authorized Retailer, and we can forward her complaint to the local management team for guidance. We offered our assistance and asked if we can help with her issues. ****************** emailed us on September 22, 2022 stating she needs the device unlocked.

We attempted to contact ****************** for the **** on September 23 and September 26, 2022, unsuccessfully. . We emailed ****************** a link to our unlock requirements and the steps to unlock via our MyCricket app. If she is still in need of assistance, she can email or contact ******, Cricket Wireless Manager at ************. We also provide the steps below for the unlock:

Steps to complete the unlock process via the myCricket app:
Open your myCricket app.
Sign out of the app if youre signed in.
Tap?Unlock Device?on the apps sign-in screen.
Tap?Unlock?at the bottom of the screen.
Once your phone is successfully unlocked, restart it to complete the process.

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

Regards,

Cricket Wireless
1025 ***************,
*******, *******, 30319
/GR

Customer Answer
Date: 09/27/2022

Complaint: 17896377

I am rejecting this response because:
My complaint was not about unlocking my phone but it was about their poor customer service that I received from one of their store emplpoyees. In this case that employee was a manager. She proceeded to be extremely rude to both my boyfriend and I. She refused us service when we approached the door of the establishment in question. She then stated that our problem wasn't our problem and that her Daugther matter more then the issue we where having with previously purchasng the iPhone from that cricket store. I am writing this statement in regard to this employees blatant disrespect and discrimination towards us.
We both went together to the last place he originally bought the phone from and this was a nightmare for us only to get the door slammed in our face by the manager 45 minutes early from the actual time that location closed. I have been in a desperate attempt to unlock this phone so that I can use it when I am on vacation. This whole experience has been extremely stressful and no one seems to want to help us out with anything. I would like for someone from Cricket to intervene in resolving the managers poor customer service and discrimination towards us.
Moreover, the issue that I came in to get assistance with at the store that day was was trying unlock my phone. The issue that I just so happened to run into was with the store manager in this case. However I tried resolving my unlock issue with the manager but as I have stated earlier I did not receive adequate assistance and was refused service. Its an iPhone XR that he purchased. my boyfriend gave me this phone that he no longer wanted from cricket. However these are the list of issues we encountered trying to unlock the phone:

1. Speaking to someone one over the phone from Cricket One Rep found his info, but later the manager couldnt find it anymore and said it was under a different name.
2. Second time we called, They found information pertaining to the account. However, its not under his name but another name.
3. Third time we called One rep could not find anything matching the **** number associated with the phone in question.
4. Forth time when we went to another location. This was the second location we went to. They could not verify his name due to the issues associated with locating his account. But mentioned that the account was under a different name and not his.
Just to be clear, it was originally not the customer service I had an issue with it was locating the phone in Crickets system. It became a problem when I physically visited the store is what then became more an issue for me. In addiction to this issue with the manager it was the multiple road blocks I was running into trying to unlock the phone.
I hope this clarifies everything from Cricket. I would like to also acknowledge that I know fully well what the unlocking policy is and have full versed myself in understanding the statues and limitations. So receiving a cut and paste answer is not going to resolve my issue because this issues that I have is unique and I would appreciate if someone would resolve my claims as presented and defined here. I look forward to you resolving this.

Thank you
Arimy
Business Response
Date: 09/27/2022
September 27, 2022

Better Business Bureau
Online Complaint

Complaint No: 17896377
Re: ********************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ********************. In this complaint, ****************** is asking for assistance regarding a Cricket Authorized Dealer refusing to help with her device unlock.

We contacted ****************** on September 21, 2022,to gather more information regarding her complaint. She stated she is having issues with the device her friend provided to her and she was trying to acquire help from a local store, and they denied help.

We advised ****************** the store is Cricket Wireless Authorized Retailer, and we will send this complaint to our senior management team to share with the local retail location. We appreciate your feeback and will ensure this information is shared. We offered our assistance and asked if we can help with her issues. ****************** emailed us on September 22, 2022, stating she needs the device unlocked.

We attempted to contact ****************** to assist her in unlocking the device. We emailed ****************** on September 27, 2022, to restate that we attempted to contact her and shared her complaint with the Authorized Retailer. They will handle the complaint accordingly.

We thank ****************** for her communication and respectfully request this complaint is closed.

Regards,

Cricket Wireless
1025 ***************,
*******, *******, 30319
/GR
Initial Complaint
Date:09/01/2022
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.
This is the second complaint. When the phone updated it wiped clean all phone calls and contacts. And several apps are not working now. I spoke with **************** I do not have away of contacting him. I tried call the service numbers and got nowhere. Since the update my phone will not accept a call unless the speaker is on. It is telling me that I'm out of data when I'm on an unlimited plan.
Business Response
Date: 09/20/2022
********
Customer Answer
Date: 09/21/2022

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,

***************************
Initial Complaint
Date:08/31/2022
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 been a customer of ********************** for over 5 years. Early in August both my husband and I could not access the internet on our ** ******* phones. Nor have we since then. I reached out to Cricket via their ******** page. I have corresponded almost every other day. They told me it was work on 1 tower, then 2 towers, They sent a new SIM card it helped for a few hours and then nothing. I live within a mile of a tower and have no issue until then. I need the internet to access some of my accounts. I asked for a deep discount on 2 phones as I am willing to pay for them although it seems to be the service rather than the phone.
Business Response
Date: 09/19/2022
September 19, 2022

Better Business Bureau
Online Complaint

Complaint No: 17804583
Re: ********************************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by regarding ******************************************** Cricket Wireless service. In this complaint, ************************************* states she was unable to use the internet on her phone in the month of August.

Cricket Wireless cellular service is not guaranteed. Coverage limitations may also affect your actual network speed, and coverage can be affected by terrain,weather, foliage, buildings, indoor use, signal strength, customer equipment and other factors. You can find and read our Terms and Conditions at the following address: www.cricketwireless.com/terms.

We spoke to ************************************* on September 14, 2022. Case C-4JSPIJ was opened on her behalf with Crickets IT team to investigate her concerns. They verified that both numbers on ************************************* account are attached to Crickets data network and used data (one line using over 7GB and the other line using over 4GB of data) in the month of August.

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

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Customer Answer
Date: 09/19/2022

Complaint: 17804583

I am rejecting this response because: I explained that we could get internet early in the morning so yes there is data usage for August. but 85% - 90% of the time I could not access the internet and the apps for stores where I shop to get codes and coupons. I have read online that Cricket consumers are having similar issues

Sincerely,

********************************************
Business Response
Date: 09/21/2022
September 21, 2022

Better Business Bureau
Online Complaint

Complaint No: 17804583
Re: ********************************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by regarding ******************************************** Cricket Wireless service. In this rebuttal, ************************************* states she could get internet early in the morning, but 85-90% she was unable to access the internet via her Cricket device.

Case C-4JSPIJ was opened on her behalf with Crickets IT team to investigate her concerns. They verified that both numbers on ************************************* account are attached to crickets data network and used data (one line using over 7GB and the other line using over 4GB of data) in the month of August.

Based on Crickets IT team findings, Ms. ***************** request for a credit has been denied.

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

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Customer Answer
Date: 09/22/2022

Complaint: 17804583

I am rejecting this response because: I had informed Cricket that I could get internet for a short bit of time in morning. The issue seemed to occur between 9 and 6. I paid for internet 100% of the time not 90%. And it is not the phone as they suggested on the phone as in early September we got internet back as usual with the same phones. Upon researching I have discovered a lot of people were/are having service issues across the country. This situation has left me with a bitter attitude towards Cricket!

Sincerely,

********************************************
Initial Complaint
Date:08/31/2022
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.
On 8/03/2022 i had my credit card of ***** taken out for next month for cricket but i happened to changed carriers next day. to ******** on 8/04/2022 i called cricket wireless to give to me a refund of most of the ***** and they wouldn't do it so filing a complaint on this now, I called a number and reached me the headquarters in **********.
Business Response
Date: 09/20/2022
********
Initial Complaint
Date:08/30/2022
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.
Firstly, the customer service for this phone business is nothing useful, and nothing short of repetitive. Secondly, having the same issues with my phone and service for well over a year, with many phone calls between both customer service and what I was told was technical support supervises got me nowhere. At one point I even had a third party company dealing in matters of arbitration help me bring these matters to attention. Cricket acknowledge my claim and even sent me repentance of nothing more than $100, with a promise of fixing the service to my phone. Sadly this has never happened. To this day when I call the support line all I get is the same repetitive answers, and the same empty promises of phone calls never being returned. Supposedly all of their phone calls are recorded and if that was true, all of this could be verified. At the minimum I still have proof of the repentance.
Business Response
Date: 09/23/2022
RESPONDED
Initial Complaint
Date:08/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Wife and I have used Cricket cellular service for the past 3 years and pay $90 per month for this service; We decided to buy new phones about 3 months ago due to having our older phones for a while and them having some issues; We purchased these off of the cricket website. We recently moved to a new house that does not provide very good service and also were given a good offer for cheaper service through Charter Spectrum for 30 dollars per month for 2 lines for 12 months at which time it would be $60. Charter Spectrum Contacted Cricket to have our Numbers moved over so we could begin using Spectrum Wireless. Cricket Claimed they gave Spectrum my number. When I tried to set up my new SIM card, my phone informed me there is a lock on it and must be unlocked by the carrier. I contacted Cricket and the customer service representative said the company policy is not to unlock any customer phones for at least 6 months. I explained we never signed a phone or service contract and paid out of pocket for our newer phones. He said it doesn't matter and stated I must continue to either use Cricket service or buy a new phone or wait 3 months to be able to use my phone again. My wife, ****** called and spoke to a supervisor who gave her a similar answer. I have to either demand a full $1,100 refund for the price of our phones, "unlocking" of the phones, or a price match of 30 dollars per month for 2 lines.
Business Response
Date: 09/20/2022
September 19, 2022

Better Business bureau
Online Complaint

Complaint ID: ********
Re: ******************************;

This correspondence is in response to a complaint filed by ***********************************. In the complaint, ************************ states that he recently moved to a new house where Cricket does not provide very good service. ************************ found a different provider that has a better offer that Cricket. ************************ is requesting a full refund, unlock of the devices, or a price match on the services.

We researched Mr. *********** network concerns. We found that ************************ is in a good coverage area, and we are able to see that ************************ is connecting, using data, and making calls.

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.

Most Cricket-branded devices that meet our unlock requirements can be unlocked directly from the MyCricket app by selecting the option to unlock at the login screen. If this option is not present this typically means the device is already unlocked.

We attempted to contact *********************** to gather more information on September 14, September 15, and September 16, 2022, but were unsuccessful. We need to be able to communicate with ************************ so that we may investigate his concerns. Should ************************ need assistance with his concern, he may contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.

We thank ************************ for his communication, and we will be available to assist him should he still desire.

Regards,

Cricket Wireless, Customer Support
1025 ******************
*******, ** 30319
/NG
Initial Complaint
Date:08/30/2022
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, I called Cricket on Aug 30, 2022 at 9:50 am until 2pm. I spoke with 10 people: *****, *****, ******** ID *********, *******, ******, ****, ********, *****, ********, and *****. I was hung up 5 times, and although I was asked to provide my phone number in case we get disconnected, no one called me back. Being on the ph for 4 hrs and telling 10 people my issue and then hung up while they were showing "understanding" and willingness to help while I battle covid, it's frustrating on its own, but not having the issue resolved when it was Cricket's mistake, it's another issue. My phone number's model and IMEI have never been updated in the system since I both the phone years ago (2017 or 2019, sorry, it has been a long time so I don't remember the exact date. Today ********, who was extremely rude, try to cover Cricket's error and updated the model and IMEI in the system; however, he did not backdated from the date I originally bought the phone, thus I am now unable to unlock the phone even though I have been using the same device for years. ******** failed to realize that I have a screen shot that show a very old incorrect model and IMEI as proof that was Cricket's fault. I called the corporate office too but of course, no one answered. I need this Cricket error fixed right away and the phone unlocked immediately. I had Cricket for years and I always paid my bills on time. I am highly considering changing the provider, and I do not recommend Cricket to anyone. Respectfully, ******************
Business Response
Date: 09/23/2022
September 15,2022

Better Business Bureau
Online Complaint

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

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 is part of our terms and conditions of service. Terms and Conditions are accepted at the time of activation and each month upon renewal of service.

We have attempted contacting ****************** on September 8, September 14, and September 15, 2022 via phone and email, but we were unsuccessfully in reaching her. To investigate ******************** concerns, we need to be able to communicate with her.If ****************** is still interested in resolving this issue, she may contact *****, Cricket Wireless Corporate Escalations Manager at ************.

We thank ***************** for her communication and look forward to assisting her with this issue.

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ******************
*******, ** 30319
/EM

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Cricket Wireless, LLC is NOT a BBB Accredited Business.