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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Submit a Complaint

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: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.
I have a phone number with Cricket Wireless that is personal/business line. I discovered my phone service was disconnected this morning and called cricket to see what was going on. They proceed to tell me that my phone number was stolen and moved to a different carrier. They informed me because of this I no longer have a cricket account. They let someone fraudulently steal my phone number without contacting me, and now they are informing me there is nothing they can do. A pin is required to do anything on my ******************** account. Nothing on my end has been compromised, and there is no possible way anyone got my pin on my end. I rarely access my ******************** account, but when I do its on my computer. I havent received any weird texts or emails. I am certain my information was stolen internally through Cricket. There is some sort of security breach on their end that they refuse to recognize or fix. Because of this I have customers or potential customers who cannot contact me. I have lost a phone number Ive had for several years fo to fraud, and their customer service refuses to help me. *** never dealt with such an unprofessional attitude toward fraud as I have with cricket. They have no mechanism in place to deal with fraud nor do they care. I am contacting the BBB to protect others from what happened to me, and get some answers as to why cricket let someone steal my phone number.
Business Response
Date: 09/19/2022
Need more information to research complaint
Initial Complaint
Date:08/30/2022
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.
I bought a phone from cricket online never received the phone, it was returned to their warehouse on August 8th. I was told I would receive a refund 10 days after. Its the 30th of August no refund yet. I called Cricket to request refund info. I was transferred to multiple people including a Supervisor who didn't know what she was doing to get answers about why no one processed my refund. Just bad customer service! ******************** needs to address these issues so people don't have to wait for a refund or contact Cricket to request money that is owed to the customer.
Business Response
Date: 09/20/2022
********
Customer Answer
Date: 09/20/2022

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:08/30/2022
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.
*o compre el celular en la pagina de cricketwireless.feb 14 2021 total que *o pague $303.61 su pagina dice next da* deliver*. pero cuando pasaron 3 **** llame a cricket wireless. la mujer que me ******* me pidio el numero de compra pero decia que no le aparecia ***** sobre la compra. *o le dije que *a me habian cobrado en mi tarjeta de credito * numero que *o le daba era el de la cormicion de compra que me habian enviado a mi correo.pero **** no encontro nada * me pidio el numero de tarjeta de credito por segurida no le quise dar ***** le pedi hablar con un supervisor * me puso en espera paso rato * me **** el sigue mu* ocupado mientras esperabamos *o volvi a revisar * dice que tu celular llegara manana le dije estas ****** **** si eso dice el sistema.***** pasaron creo 2 **** volvi a llamar * me dijieron otra vez pues que no sabian que habia pasado con celular que habririan un caso. * en 3 **** llamara para saber que habia pasado. luego llame * segun ellos seguian envestigando pero *o *a molesta le dije que ocupaba el celular que iria ala tienda agarrar uno para mi hermana que se a******n de cancelarlo. * la mujer me **** que llegaria ****** * me dio un numero de tracking. *o le dije no lo quiero *a es mas de una seman esperando * puras cosas diferentes me dicen cada vez que hablo con ustedes no se aquien creerle. nunca detuvieron el envio. **** **** que estaba bien que lo cancelarian pero el celular 02/24/2021 el celular llego blockeado porque el no saber donde estaba lo pusieron en la lista negra.despues de mil llamadas consegui regresarcelo.* cuando lo recivieron no me rebolsaron mi dinero el departamento de garantia decia que cricket costumer me revolsarian * costumer service que el departamento de garantia. . pero nunca me regresaron mi dinero $303.61 llame tantas veces me dician algo lo mismo unos * otros . *o gastaba horas en llamadas llena de anciedad * mu* triste de ver que nadie me resolvia nada * nunca lo hicieron. me robaron 1Z2E09798731845694
Business Response
Date: 09/08/2022
September 8,2022

Better Business Bureau
Online Complaint

Complaint No:17794592
Re: *************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by *************************. In this complaint, **************** states she placed an online order and after receiving she returned it for a refund. She explains she did not receive a refund and would like for this to be completed.

We further researched ****************** concerns and found her order was placed on February 14,2021 and was then requested to be canceled. The charges were dropped, and no funds were collected on Crickets end. Based on our research we will not be able to complete ****************** request.

We contacted **************** on September 8, 2022 and explained our findings.

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:08/29/2022
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 August 28th, I used the Cricket app to try to add 1 gb of data to one of the phones on my plan (I had a family plan with 5 phones with 10 gb of data each). After going through the first step in this process on the app, a summary of change page was displayed reflecting updated features on the incorrect phone line. I went back to the previous page to confirm I was adding data to the correct line and once confirmed, the summary reflected updated features on the wrong line again. I went back again to confirm and this time the summary reflected the correct line so I submitted. The app showed that The incorrect line received 1gb of data. I called Cricket to see if they could add the 1gb to the correct line and was told that 3 gb had been added. I asked for a refund and was told that it was not possible. I was told I could upgrade to unlimited data for all 5 lines for $125/mo. The person changed my plan to unlimited. On August 29th, my Cricket service was suspended. I called and was told that I owed $24 and therefore my plan was suspended, and an additional $15 charge was applied. I shared the issues with the app. and again was told nothing could be done. I went to the store in *********, ** and was told that nothing could be done. Due to an important need, my daughter went to the store and paid the fee to get service restored. I called back to Cricket service and asked immediately for a supervisor (Hianpre) and after a long conversion, the net result was nothing could be done. I feel like Cricket has basically stolen money from me, cut off my service and held me hostage for payment. Its not right.I would like a credit for the disconnect fee ($15) and 2 x 1 gb fee ($20). Ill accept a $10 fee for the 1 gb of data I intended to add, even though we were not able to use it.
Business Response
Date: 09/19/2022

September 15, 2022

Better Business Bureau
Online Complaint

Complaint No: 17793483
Re:***************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***************************. In this complaint, ****************** explained that on August 28, 2022, he added 3GB of data to the wrong phone line on his Cricket Wireless account, via the Cricket App. He is requesting a credit for the extra charge.

We reviewed Mr. ******** account and confirmed the charges. As a one-time courtesy, we agreed to credit Mr. ******** account for the extra charge.

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

Regards,

Cricket Wireless, Customer Support
1025 *******************
*******,** 30319
/NG

Customer Answer
Date: 09/19/2022

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:08/28/2022
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 spoken to more than 20 people in June and July with Crickets 800 number. Representatives that answer the call, multiple supervisors, your back in office team, even in person at the Cricket store in ******* Valley. Everyone at 1-800-cricket has been no help.Our phones would not make calls or receive them in the beginning of June throughout the month into July. We did multiple troubleshooting incidents that did not work or help our services with cricket.I have multiple voicemails and pictures of all the calls and lengths of time *** spent on the phone with cricket since the beginning of June.When the back in office team finally was able to get ahold of me, they fixed the problem by sending a signal and having us reboot our phones again. When this happened, I asked for a credit for our service not working properly for an entire month. Your back in office stated to contact the 800-cricket number for the credit. I called the cricket number again and again, and a few more times again and again. Each representative of Cricket has hung up on me. Not one of them has called back me or my daughters phone line after the call was disconnected. Cricket has given the worst service Ive ever experienced.Cricket should have credited $192, 2 months of service @ $96 each. Service wasnt working for a month and spending more than 10 hours on the phone getting put on hold for hours and then hung up on. I wrote an email & mailed letter to Cricket ***************** Reply stated: We have received your request. Request number CS0047863 has been assigned to ****** who will contact you within 7 days.Yet, no one has contacted me still to this day. A $96 credit was given but not the full $192. How is it okay for a company to do this to people? Expecting service & help, all to be laughed at and hung up on repeatedly.
Business Response
Date: 09/14/2022
September 14, 2022

Better Business Bureau
Online Complaint

Complaint No: 17787765
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ************************* regarding Cricket service. In her complaint, **************** states she was unable to use her Cricket service for one month. She received credit for the month she was unable to use the service but would like to be credited an additional month for her inconvenience.

According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms: Amounts paid for service charges are non-refundable and account balances are not transferable,refundable, or redeemable for cash. If your account is suspended or cancelled,for any reason, any remaining balance in your account will be forfeited.

Although we normally do not apply or issue credits for unused service, as stated in our terms and conditions, on July 17, 2022, we made a one-time exception and applied a one-month credit to Ms. ******* account for the time she had intermit service.

Based on Crickets terms and conditions and the one-time exception made on July 17,2022, Ms. ******* request for an additional month of credit has been denied.

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: 09/19/2022
Cricket dismissed helping me out when mine & my daughters phones werent working. When I called in, theyd put me on hold, for hours. Then, theyd hang up. No resolution to the problem.

When cricket employees escalated the service issues, a month later, our service finally worked. I requested a credit for the month of service I paid for and didnt get to use. After another 2 weeks of calling in & requesting credit for service that didnt work for a month, they continued putting me on hold for hours and hanging up.

I gave up. I went into the store, they told me Id have to call the 800 cricket phone number, that Ive been calling to waste my time with.

I wrote a letter & sent an email to Crickets corporate office, requesting a month worth of credit ($96) for the services I paid for that didnt work, they did so, without responding at all.
AND I asked for another $96 credit for wasting my time over a matter in their control. They didnt help their customer & did everything they could to prolong the entire process by hanging up and never calling their customer back, when they asked the best number to contact incase the call drops.
Crickets employees put me on a black list of some sort and refuse to help their customers on this list. Leaving me with no choice but to contact corporate office.
I received an auto reply from corporate, letting me know theyd contact me about the issue. That has not happened yet, no responses from Cricket.
According to the BBB report, that was for the service I paid for that didnt work.

On this BBB complaint, Cricket says theyre not going to credit for inconvenience, as theyve already credited me for the month of service that didnt work properly.

Inconvenience, yes. Definitely. Wasted so much of my time. Cricket wouldnt have so many phone calls, if theyd help their customers out the first, second time. But to prolong it & laugh at customers before putting me on hold to a non existent supervisor, for another hour & 45 minutes?

Over 10 hours of hold times, multiple phone calls for over a month to make the phones I pay for work properly & cricket employees chose to put me on hold numerous times and hang up.
Business Response
Date: 09/21/2022
September 21, 2022

Better Business Bureau
Online Complaint

Complaint No: 17787765
Re: *************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ************************* regarding Cricket service. In her rebuttal, **************** states feels shes entitled to receive an additional month of credit for her inconvenience.

Cricket strives to provide excellent service and we regret when that high standard is not met. We apologize for any inconvenience **************** felt she experienced.

Again, although we normally do not apply or issue credits for unused service, as stated in our terms and conditions, on July 17, 2022, we made a one-time exception and applied a one-month credit to Ms. ******* account for the time she had intermittent service.

Unfortunately,we are unable to ***************** request for additional credits based on our terms and conditions.

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: 09/27/2022

Complaint: 17787765

I am rejecting this response because:
********************s corporate office is taking no ownership for how they treat their customers & how they expect things to be done.
******************** stated I feel entitled for the inconvenience. Really. I asked the corporate office before contacting BBB. Now ******************** is going to act like more than 10 hours of being on hold and getting hung up on multiple times is okay for a business to do?
this is the email I sent them over 2 months ago.

July 17th, 2022

Attn ******************** Corporate Office:

I have had quite the experience with all your great folks on your 1-800-******************** number. I have spoken to more than 20 people in June and July. Representatives that answer the call, multiple supervisors, your back in office team, even in person at the ******************** store in ******* Valley. Everyone at 1-800-cricket has been no help.

My daughter and I both have service with ********************, for 5 years now. Weve never had to deal with anything like this with cricket or any phone company for this type of matter. Both our phones would not make calls or receive them in the beginning of June throughout the month into July. We did multiple troubleshooting incidents that did not work or help our services with cricket.

In beginning of July, the issue was escalated to crickets back in office team. When they called, of course our phones wouldnt take calls. Other times at 5:02pm, I was on the phone with my daughters doctor. ******************** called back again the next morning at 7:23am when I was sleeping. Then closing the issue in a voicemail because I havent answered my phone when it didnt ring or notify me of a call coming in. All for me to call again and start over again.

I have multiple voicemails and pictures of all the calls and lengths of time Ive spent on the phone with cricket since the beginning of June.

When the back in office team finally was able to get ahold of me, they fixed the problem by sending a signal and having us reboot our phones again. When this happened, I asked for a credit for our service not working properly for an entire month. Your back in office stated to contact the 800-cricket number for the credit. I called the cricket number again and again, and a few more times again and again. Each representative of ******************** has hung up on me. Not one of them has called back me or my daughters phone line after the call was disconnected. Even tho at the beginning of the call ******************** representatives ask for an alternative number and Ive given one, incase the call gets disconnected.

I get put on hold for hours and hours. *** spent far too much time with cricket trying to receive a credit for our services not working properly for an entire month. An entire $96 and I receive the worst type of customer service from every single employee with 1-800-cricket by getting hung up on multiple times with no credit still. Yet, I was verbally told 7/6/22 at 4:55pm I was going to receive the $96 credit. Check your recorded calls.

Why should I have to pay for ********************s service not working properly for an entire month? And the Back in office team was able to fix the issue. However no one decided to escalate the issue until a month later after I have already called in multiple times to troubleshoot. Why did I have to wait an entire month for our services to work again when I pay my bill every single month. I have my payments taken out every month, ensuring ******************** gets the monthly payment on time every month for 5 years.

Now that I have to write into ******************** ***************** I am seeking 2 months worth of service credit for this issue. The resolution took ******************** an entire month to fix. Multiple hours spent being on hold. Last week on Wednesday the 6th, the call I made was to a gentleman that assured me Id get the credit, all I had to do was be transferred to the supervisor that was waiting for me. I thanked him for actually helping after all that Ive been through with cricket. He laughed and said no problem. Transferring me to the supervisor that was waiting for me to be transferred. I waited almost an hour patiently, then I was hung up on again.

7/14/22 I made more phone calls to cricket. Getting hung up on by *******. ******* argued that there are no notes about any credit. As well as no history of the back in office calls. Even tho Ive got multiple voicemails from the back in office. ******************** should pull those phone calls and listen to the calls to verify the credit since no notes were taken and hung up on me again. No phone call back either.

Then I called back, I asked ******* for a supervisor. ******* put me on hold 1 hour and 45 minutes before hanging up the call again.

Ive participated in all of crickets trouble shooting for an entire month. Taking our phone inside the store and having them checked out along with the *** cards. We were told everything was fine. Yet when we got home, our phones still wouldnt work properly. Ive called and called but its as if my account is labeled leave on hold or hang up on this customer.

In the event I do not receive any communication from ********************s corporate office about this matter within 30 days, I will be getting service elsewhere.

I will plan on doing more after switching carriers services with all the screenshots Ive printed of text messages from ********************, voicemails from cricket, the amounts of time I have spent on the phone with ********************.

I like to know why ******************** couldnt fix our phone service within days by sending a signal? Instead waiting an entire month of me calling in multiple times to troubleshoot.

Ive wasted multiple hours of my time with cricket to receive a credit because your employees didnt fix the problem in a timely manner, waiting an entire month to get a resolution for our service.

This type of treatment is uncalled for and unnecessary, however after speaking with so many representatives and supervisors, this seems to be something everyone at 800-cricket does to their own customers.

All those phone calls my daughter and I missed and/or the calls would drop, were from our multiple doctors trying to contact both of us every single week, sometimes multiple times in a week. My daughter and I both have multiple autoimmune conditions. One of them makes our joints swell. I myself was having difficulty even walking. My daughter just had surgery again in May and another one in June. She is unable to walk. It will *********** months until my daughter is fully recovered and able to fully walk again. We missed multiple phone calls for an entire month. We had to get outside to make our phone calls or wait patiently to receive those phone calls. ******************** has done nothing but add significant unnecessary stress for over a month now. I am glad cricket was able to fix the issue with our service. Im not happy that took an entire month and not one of your representatives can actually give a credit for what happened, even laughing at me before doing it again and that ** having to write this letter to corporate office.

Please feel free to contact me with your solution to this matter. If not in a timely manner, I will be taking further actions.

*************************
************
***********************
PO *********************************************** 99214

Sincerely,

*************************
Business Response
Date: 09/28/2022
September 27, 2022

Better Business Bureau
Online Complaint

Complaint No: 17787765
Re: *************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ************************* regarding Cricket service. In her rebuttal, **************** states feels shes entitled to receive an additional month of credit for her inconvenience.

Cricket strives to provide excellent service and we regret when that high standard is not met. We apologize for any inconvenience **************** felt she experienced.

Unfortunately,we are unable to ***************** request for additional credits based on our terms and conditions.

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: 09/28/2022

Complaint: 17787765

I am rejecting this response because:

I never said Im entitled and cricket is acting like they give amazing customer service by black listing their customers and putting me on hold for hours, hanging up and not calling back either phone number I had provided incase the call became disconnected. Spent over 10 hours on hold getting hung up on and cricket considers this great customer service?

Sincerely,

*************************
Initial Complaint
Date:08/27/2022
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.
Original purchase date 8/9/22. Bought new phone for total of ******. phone came with 7 day no ****** in store warrenty. The morning after buying the phone was shutting off constantly. Called Perryville cricket store, new employee says to let the phone go all the way dead then plug it in. Took two days for phone to die. Next day phone still shutting off. Went to store and instead of them crediting the phone they gave me a shipping return label and said that they would send me a new phone in two days and I was to send the phone after I got new one...3 days later still no phone, went back to cricket now they tell me to send my phone first and then they will ship one in two days. 7 days later still no phone. Go back to cricket and they tell me they have no way to Track the replacement phone. Friday 8/26 the replacement phone shows up. It is a refurbished dirty phone with no charger or cord. Then now the refurbished replacement phone is not working once plugged in so back to cricket today and now they tell me I have to go 40 minutes to a *** location to ship the junk replacement phone so they can send me another refurbished phone. I bought a new phone and have only got the run around from cricket. I want my money back for a phone that was junk from the beginning. I've contacted customer service several times and get the run around and then they never call me back. The fact that the cricket store here does not train their employees to know the protocol is not my problem. I bought a new phone and I don't have a new phone now. Cricket owes me my money back. They did not give me a receipt for my purchase just my bank transaction. Phone number is ************ to look up my account
Business Response
Date: 09/19/2022
September 15, 2022

Better Business Bureau
Online Complaint

Complaint No: 17786025
Re: ************************;

Dear Sir/*****,

This correspondence is in response to a complaint filed by ************************ In the complaint, ************ states that on August 9, 2022, he purchased a new phone at a Authorized Cricket Wireless Retailer.************ explains that he started having problems with the phone the day after the purchase. The Authorized Retailer assisted ************ with the warranty exchange, but he received a used replacement. ************ is requesting a refund for the new phone.

We attempted to contact ************ on September 13, September 14,and September 15, 2022, but we were unsuccessful in reaching him. To investigate ************** concerns, we need to be able to communicate with him. Should *********** still desire assistance with his concern he may contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.

We thank ************ for his communication and will be available should he need our assistance in the future.

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ********************
*******, ** 30319
/NG
Initial Complaint
Date:08/27/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/19/22 I was told to pay $30.00 to complete my ********** and would complete it. Now my phone is off and I have a reactivation fee and more of a bill coming to $65.00. I paid what they asked. Please address this with them.
Business Response
Date: 09/12/2022
September 12,2022

Better Business Bureau
Online Complaint

Complaint No:17785522
Re: ******************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ******************. In the complaint, Ms. ******* states she completed her Bridgepay agreement and then had to pay a reactivation fee.

We researched Ms. ******* concerns and found she initiated Bridgepay on August 12, 2022. Her second payment was due August 19, 2022. She made a partial payment and requested an extension. Her next upcoming payment was scheduled for August 26,2022. There was no payment made and her account was then suspended on August 27, 2022. Ms. ******* was able to make a full payment that included a reactivation fee on August 28, 2022. This restored her service and activated her line. We then found she ported her number on September 12, 2022. Her line is now canceled, and we are unable to further assist.

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

Regards,

Cricket Wireless, Customer Support
1025 ******************
*******, ** 30319
/JL
Initial Complaint
Date:08/27/2022
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 account number ********* is set with Auto Pay from my credit card monthly.- I was charged with a $15.00 Dollar Reconnection fee for a "System Error"8/18/2022- I've ordered and paid over $40 for a third line to be added to my account and subscribe to the 3 line for $90.00 plan including SIM.Late 8/26/2022- Received new SIM on mail and activated third line Early 8/27/2022 (Less than 24 hours after activation with out knowing my under age son was uncommunicated and out of the house on his own) we realize the phone is not working and no notification of what the reason was.I called customer service and after talking with ***** and was transferred over after to his supervisor ***** afterwards, they both said nothing can be done and stated the following reasons:#1.- That I added a new line after the auto pay date.(I was not aware dates was an issue since my account expires on the 26th and the new phone was activated on the 26th)I've paid for new line on august 18th and the monthly auto-pay is $80. They both said that the system only charged me $45 because it took the previously paid $35 as the monthly payment instead of using it for the new line (Not my fault).#2.- I did everything online without calling cricket.It was not disclosed anywhere that internet only was not an option or that had to call.3.- The system activated the phone without requesting the balance.First I was not aware of any balance, I was thinking the 35 dollars paid separately from my 80 dollars autopay was for the new line service.This last system malfunction looks intentional to charge the $15 reconnection fee.My disagreements:- All 3 lines were disconnected (suspended) without notice and by leaving a minor in a safety vulnerability by suspending his already paid communication method.- If the new line is the issue, do not allow activation until balance is paid.- I am not responsible for the reconnection fee since is a system error.Thank You *****
Business Response
Date: 09/08/2022
September 8, 2022

Better Business Bureau
Online Complaint

Complaint No: 17784673
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ************************* regarding Cricket Wireless service. In this complaint, ****************** states she is having billing issues.

We attempted to contact ****************** on September 2, September 6 and September 8,2022, but we were unsuccessful in reaching her. To investigate ******************** concerns, we need to be able to communicate with her. Should ****************** still desire assistance with her concern she may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.

We thank ****************** for her communication,and we will be available to assist her should she still desire.

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Initial Complaint
Date:08/26/2022
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.
It's been a total nightmare and Cricket has caused me so much stress. First off I'm awaiting a heart transplant, I'm extremely sick, here we are 15 days later still no phone, Cricket has been evasive they have lied continuously I called them on the 18th that morning told them I had no phone service they looked and they said it looks like your phone is ported out I said well I don't even know what porting is until I heard it from customer service,. The extremely odd thing is ATT owns the company they keep telling me about. I'm very sick and this is what I get from Cricket. The customer support people have started being rude, I'm the one with terminal health issues so Tuesday cricket lied so much it's pathetic I believe cricket needs to post. I believe after
Business Response
Date: 09/08/2022
September 8, 2022

Better Business Bureau
Online Complaint

Complaint No: 17781530
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************** regarding Cricket Wireless service. In this complaint, **************** states her number was ported to another service provider without her permission.

We attempted to contact **************** on September 1, September 2 and September 6,2022, but we were unsuccessful in reaching her. To investigate Ms. ******* concerns, we need to be able to communicate with her. Should **************** still desire assistance with her concern she may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.

We thank **************** for her communication,and we will be available to assist her should she still desire.

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Customer Answer
Date: 09/08/2022
How would I receive any messages or phone calls from Cricket remember I don't have phone service and also I initially contacted Cricket on August 18, 19, 20,21,22,23,24,25,28,30 again on September 1,and 2 I'm literally worn out Cricket has told me again and again they were investigating the situation my phone SHOULD HAVE NEVER BEEN PORTED out I did not give anyone permission. Cricket has done absolutely nothing to help me if anything they have caused me such stress. So how would Cricket attempt to contact me I don't have service

Business Response
Date: 09/14/2022
September 14, 2022

Better Business Bureau
Online Complaint

Complaint No: 17781530
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by *********************** regarding Cricket Wireless service. In this rebuttal,**************** states she did not receive any messages or calls from Cricket because she doesnt have phone service.

We attempted to contact **************** on September 1, September 2 and September 6,2022, via phone and email but we were unsuccessful in reaching her. To investigate Ms. ******* concerns, we need to be able to communicate with her.Should **************** still desire assistance with her concern she may contact ******, Cricket Wireless Corporate Escalations Manager, at ************ or by responding directly to the email.

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
Initial Complaint
Date:08/26/2022
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.
Switched to their service almost 3 weeks ago. I am not able to receive phone calls but can make a phone call and or send text messages. Have been back to the store twice trying to resolve issue, no luck. Spent hours on phone with customer support and they said they prioritized my case. Asked for a number to call to keep me updated on repair status and both numbers provided the person said it rang once then I got a message since they couldnt reach me to update me they closed the case. AND MY PHONE STILL CANNOT RECIEVE CALLS. Called customer service again and after trying a few things they recommended me to do while on phone they asked for a number they could call and reach me and said they would call me back in ten minutes. I DID NOT receive a phone call back. AND I STILL CANNOT RECEIVE PHONE CALLS. My father is a widow and has heart problems. I need to be able to be called in case of an emergency. Please help.
Business Response
Date: 09/13/2022
September 12, 2022

Better Business Bureau
Online Complaint

Complaint No: 17777808
Re: *************************

Dear Sir/Madam,

**** correspondence is in response to a complaint filed by *************************. In his complaint, **************** says after switching her service to Cricket Wireless. *************** says that she cannot receive phone calls or send text messages. *************** says after back and forth with Cricket Wireless, she cannot get the service to work. **************** is requesting assistance with activating the device.

We attempted contacting **************** on September 8, September 8,and September 12, 2022, unsuccessfully. If **************** is still interested in discussing this issue she may contact *****, Cricket Wireless Corporate Escalations Manager at ************.

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

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 09/16/2022

Complaint: 17777808

I am rejecting this response because: In the response from Cricket Wireless it states they attempted to contact me on September 8th and September 12 unsuccessfully. OBVIOUSLY IT WAS UNSUCCESSFUL I CANNOT RECIEVE PHONE CALLS!!!!!!!! This is the reason for the complaint. The response goes on to state that I can contact ***** at ************ yet when I call that number it asks for a pin. NO PIN WAS GIVEN!! This issue needs fixed asap for I care for my widowed father and he needs a way to call me.

,Thank you

*************************
Business Response
Date: 09/20/2022
September 12, 2022

Better Business Bureau
Online Complaint

Complaint No: 17777808
Re: *************************

Dear Sir/Madam,

**** correspondence is a rebuttal response to a complaint filed by *************************. In her complaint, **************** says after switching her service to Cricket Wireless, . she can neither receive phone calls nor send text messages.**************** is requesting assistance with her service.

We contacted **************** via email on September 16, 2022. *************** was then able to call us back. After a network reset was done the issue still exists. We advised **************** that we have set up a case with our Cricket Wireless network support team who will be following up with her on this issue.

We thank **************** for her communication and trust that this will resolve her issue.

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 09/20/2022

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,

*************************

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