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

1,362 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:08/11/2022
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.
I've been a paying member since 2014. I've had several different phones on my account due to upgrades. I recently upgraded my phone. I brought my unlocked paid phone to cricket. Now they are holding my phone hostage saying the lock can't be removed according to policy. A policy no one can send me. **** looked into my account and couldn't understand why. I asked for a copy of all phones and imei numbers and how long they where active, I can't get that either to prove that it should be a lock on my phone. Cricket scheme is to get you to buy another phone from them and force you to pay for services. I'm told I have to activate my account for 6 months in order for phone to be unlocked and released. When the phone in question was active for years. I paid for there's no balance due on the phone.
Business Response
Date: 08/25/2022
August 25, 2022

Better Business Bureau
Online Complaint

Complaint No: 17702455
Re: ***************************

Dear Sir/*****,

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

We attempted to contact ******************** to discuss her concerns on August 22, August 23, and August 25, 2022 but we were unsuccessful. Should ******************** still wish to have assistance with her concern, she can contact *****, Cricket Wireless Corporate Escalations Manager, ************.

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

Regards,

Cricket Wireless
Customer Corporate Relations
1025 **********************************************************************
/JL
Initial Complaint
Date:08/10/2022
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.
I am supposed to be in the *** program which takes $30 off my bill every month but I have had to call or go in the store almost every month since December 2021 because they never apply the discount in which they kept telling me I had to reapply which I did still was having the same issue calling back doing the same thing and now they are saying it takes 2 cycles for it to be applied. Thats not the case they are lying and keeping that money themselves it says on my account I have *** discount but it is never applied then when I call I get told different stories or hung up on. The story I got today is there is a glitch in my account and I have to reapply again and have to pay the monthly bill before they can fix my account. So I have to pay for their mistakes which is unfair because I did everything I was supposed to. The pictures I provided are all the times Ive paid $30 or $60 depending on what their issue was I had to call each month
Business Response
Date: 08/26/2022
August 25, 2022

Better Business Bureau
Online Complaint

Complaint No: 17699810
Re: *******************

Dear Sir/*****,

This correspondence is in response to a complaint filed by *******************. In his complaint, ************** states she has been having issues with receiving her Affordable Connectivity Program discount (***). ************** says she has been having these issues since December 2021 and would like to have this issue resolved.

We contacted ************** on August 11, 2022. ************** advised ** the account is under her grandmothers name ***************************. We advised ************* that the *** discount is currently active, and she has been receiving the discount every month on time.

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

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 08/28/2022

Complaint: 17699810

I am rejecting this response because:
I have showed you all the months I have had it where I have had to pay $60 fight with your costumer service reapply for the program then get told itll automatically work the next month and they give a $30 credit because I paid a full $60. So please show me where it has been working each month.

Sincerely,

Heavanna *****
Business Response
Date: 09/02/2022
September 2, 2022

Better Business Bureau
Online Complaint

Complaint No: 17699810
Re: *******************

Dear Sir/*****,

This correspondence is a rebuttal response to a complaint filed by *******************. In her complaint, ************** states she has paid full price on her grandmothers (***************************) account. ************** says that she has been advised the issue would resolve and has not. be for due to not receiving her *** discount. ************* says the discount has not been applied to her account and wants this issue resolved.

After reviewing the account, we are currently investigating Ms.****** *** issue. We have issued and additional credit to the account as well.We have attempted contacting ************** on August 31, 2022, with no response. If ************** wants to discuss this issue she may contact *****, Cricket Wireless Escalations Manager at ************.

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

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 09/02/2022

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. Also would like to let cricket know I have called them back left a message waiting for them to respond

Sincerely,

Heavanna *****
Initial Complaint
Date:08/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cricketwireless.com order **************** purchased on 7-28-22 online directly for a ******** Stylus 5g. I never received a receipt and I need one. I have called several times and Cricket has failed to furnish the receipt they give me the run and around and said it was emailed. It was not. I need the receipt for insurance purposes for reimbursement or a refund from Cricket.
Business Response
Date: 08/23/2022
August 23,2022

Better Business Bureau
Online Complaint

Complaint No:17693651
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************. In this complaint, **************** is requesting a receipt for his online order.

We contacted **************** on August 22, 2022 to discuss his concerns. We explained his invoice is sent to the email address provided on the order. We also provided the link where he can check his order details. Unfortunately, for online orders there is no receipt kept on file. **************** can view his order details by visiting: https://www.cricketwireless.com/track-order.html

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

Regards,

Cricket Wireless, Customer Support
1025 *******************
*******, ** 30319
/JL
Customer Answer
Date: 08/23/2022
When adding my order number 2220657209933473 to the link Cricket suggested I use. I get no informaiton. I tried the number I gave when porting ************. And other numbers on our multiple line plan. Nevertheless there is no info on my order. Cricket claims they sent me an email when making the order. This not true. I NEVER got an email. I was told because the order was cancelled. And that is true, however they still sent the phone and charged my credit card. Why can't they provide a receipt and/or a working link that shows my order details.
If it works why don't Cricket send a screen shot off https://www.cricketwireless.com/track-order.html . Because currently I get nothing from thier entering the information. Why does Cricket refuse to simply provide a receipt? I have gone through this for nearly a month?
Business Response
Date: 09/01/2022
August 30,2022

Better Business Bureau
Online Complaint

Complaint No:17693651
Re: *************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by *************************. In this rebuttal, **************** states he is unable to locate his online order details with the link provided.

We further researched his concerns and found the order placed did not provide the correct email address. He was unable to receive any of the notifications due to this.His order was also canceled in the online order tool and is unable to be accessed.

We contacted **************** on August 30, 2022 and explained our findings. We explained that unfortunately, for online orders there is no receipt kept on file, and we will not be able to provide further details other then what he can view on his online banking statements.

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

Regards,

Cricket Wireless, Customer Support
1025 *******************
*******, ** 30319
/JL
Customer Answer
Date: 09/01/2022

Complaint: 17693651

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 09/02/2022
September 2,2022

Better Business Bureau
Online Complaint

Complaint No:17693651
Re: *************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by *************************. In this rebuttal, **************** states he is rejecting our response.

We previously explained that unfortunately, for online orders there is no receipt kept on file, and we will not be able to provide further details other then what he can view on his online banking statements.

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
/JL
Customer Answer
Date: 09/03/2022

Complaint: 17693651

I am rejecting this response because:
I never got receipt and this billion dollar company refused to produce one. So no sale, I want a refund if no receipt, no sale.
Sincerely,

*************************
Initial Complaint
Date:08/08/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So Cricket in the past has given me credits which I appreciate. when I was having yet another hardship in making my bridgepay payment, I asked if there was any way I could be given an extra day, they said no. One agent named ***** through the chat promised that if i spoke to a supervisor on the phone I could be given a credit to cover the remaining ***** for the bridgepay to prevent my services from being interrupted. So when I got on the phone with the supervisor he said I wasn't able to. So I was lied to and then told something different with the supervisor. I soon accepted that. then later on I finally received the funds through paypal and then attempted to make the payment through their online system at 12:00 am on 8/8/22 which still allowed me 58 minutes to make the payment. And since the money was in my paypal balance it was the only way to make the payment.I was then given an error message multiple times and at this time the chat and phone lines were closed so i was unable to ask for help. I figured surely, If I called the next day someone could assist and accept the ***** I received to make a payment and helped restore my services. What I instead received was harrassment, bullying and lies through the chat. and no one would help to assist. I then informed them after speaking to supervisor ******** that I would be reporting them to the BBB. I will not stand for this and may seek legal remedy for this matter if necessary
Business Response
Date: 08/27/2022
August 27, 2022

Better Business Bureau
Online Complaint

Complaint No: 17690499
Re: ***************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************. In this complaint, Mr. ******** states he was in a Bridgepay agreement and was unable to make the second payment. Mr. ******** further states he was promised a credit to cover the payment if he spoke with a supervisor, which was denied. Mr. ******** tried to make the payment at 12am on August 8, 2022, and the system would not allow him to make the payment. Mr.******** is requesting a billing adjustment.

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.
We reviewed Mr. ********* account,we found he initiated BridgePay on July 24, 2022, making his second payment due by 11:59 pm CST on July 31, 2022. Mr. ******** paid for an extension of the due date, making his new due date August 7, 2022, before 11:59PM CST. Mr. ******** failed to make his third (due to the extension) payment in full by this time,therefore, the account was suspended, and the bill cycle reset. Due to these findings,we are unable to honor Mr. ******** request for a billing adjustment.

On August 26, 2022, we contacted Mr. ******** and informed him of our findings.

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

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Customer Answer
Date: 08/27/2022

Complaint: 17690499

I am rejecting this response because:
When I spoke to ******. Its interesting that this follow up doesnt even state my attempted payment on 11:00pm CST which I stated multiple times through email and follow up. I would like another representative to review this matter if Cricket decides to ignore this and then close it. I will open another BBB complaint and request another representative review the matter and to call me directly.
Sincerely,

Business Response
Date: 08/29/2022
August 29, 2022

Better Business Bureau
Online Complaint

Complaint No: 17690499
Re: ***************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************. In this rebuttal, Mr. ******** states he attempted to make the payment on 11p CST. He would like another representative to review his complaint.

Mr. ********* original complaint stated he attempted to make the payment through Crickets online system at 12:00 am on 8/8/22. The time stated by Mr. ********* is beyond the Bridgepay agreement Mr. ******** entered.

We reviewed Mr. ********* account,we found he initiated BridgePay on July 24, 2022, making his second payment due by 11:59 pm CST on July 31, 2022. Mr. ******** paid for an extension of the due date, making his new due date August 7, 2022, before 11:59PM CST. Mr. ******** failed to make his third (due to the extension) payment in full by this time, therefore,the account was suspended, and the bill cycle reset.

We show Mr. ******** contacted Cricket Wireless multiple times on August 7, 2022, requesting account credit to assist with the Bridgepay agreement. Mr. ******** was denied as he has requested a BridgePay credit multiple times this year.

Additionally, we engaged our technical support to review any system payment issues on August 7, 2022, between 7p and 11:59p CST. Cricket Wireless did not experience any payment system issue on August 7, 2022.

Cricket Wireless stands by its original decision, as we are unable to honor Mr. ********* request for account credit.

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

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Initial Complaint
Date:08/08/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Two times I ordered sim cards and paid for a upfront *** card and phone plan, but both times Cricket Wireless with their foreign customer service, They basically stole the money and gas lighted me to get me off the phone. Seriously, I lost 140 dollars to them I got the phone but I cant activate the telephone the foreign customer service isnt given all the proper tools to help properly : **************** is the SECOND order number that they stole the account fee from. The first one I just trusted them with. ************** is the phone number, that they stolen the amount.NE5360 is what the cricket wireless person said his ID number is. When I threatened the Better Business Bureau he claimed for the third time I would "eventually" receive a refund for both purchases. I hope this is the case but I dont believe it they have gaslighted me a few times already I want the *** card and the phone plan not a refund.
Business Response
Date: 08/18/2022
******** Dean
Initial Complaint
Date:08/08/2022
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.
Cell phone company offers what's called a bridge pay which is part of your phone bill also offers extension to that bridge pay and as a result of it it didn't honor or keep up with it's part of the deal resulting me to pay more money than I should have and then unsatisfied customer
Business Response
Date: 08/18/2022
August 18, 2022

Better Business Bureau
Online Complaint

Complaint No: 17681370
Re: ***************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***************************. In his complaint, ****************** states he applied for the Cricket Wireless Bridge Pay program and his account was still suspended. ****************** says that because of this he paid money to his account that he shouldnt. ****************** is requesting a refund.

We have attempted contacting contacting ****************** August 16,August 17, and August 18, 2022, unsuccessfully. If ****************** is still interested in discussing this issue he may contact *****, Cricket Wireless Corporate Escalations Manager ************.

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

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Initial Complaint
Date:08/07/2022
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.
Cricket Wireless notified me by text only that they were increasing my fees 30%. at the same time, fraud was reported on my credit card and I was issued a new card. I entered my new card in my cricket which they claim no record of. We received a text yesterday that our account was suspended and to click a link to pay the bill. I tried to pay the bill and it wouldn't let me pay. i went to a cricket store where along with my rate increase, I had to pay a $15 reactivation fee and an additional $4 because I went in. the store to do this. I had no option to go into the store and I should have received an email of any account issues. A bill that was normally $100, I pad 145 for this month. I had to do this to get access to my numbers. I found another provider and was told I can't get a refund of used time if I switch. It's one thing to have a 30% rate increase that I reduced to 35% by changing plans but it's another to ***** people with fees. I will switch to another provider of this. This is for Cricket account phone number ************.
Business Response
Date: 08/25/2022
August 24, 2022

Better Business Bureau
Online Complaint

Complaint No: 17684384
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In this complaint, ****************** states he received a text message that his rate plan will change in price ****************** also had an issue with making a payment through the MyCricket app causing his account to suspend. He is requesting help with the reactivation fee and retaining his old plan which is now a grandfathered rate plan.

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.
As for the price increase our terms and conditions state, in part:"We may change any part of the Agreement at any time, without advance notice including but not limited to these Terms, Supplemental Materials, rates,rate plans, features, products, fees, expenses, coverage areas, roaming partners, international calling plan destinations, provisioning technology, and Charges for your Service." It also states, These Terms include the terms and conditions for our products and services. By activating, using, or paying for any of these products or services, youre accepting and agreeing to be bound by these Terms. If you dont agree, contact us immediately to cancel your order and/or service and return any products. You can find these terms and conditions of service can be found in their its entirety on our website at www.cricketwireless.com/terms.
To keep up with the current economic climate, Cricket is adjusting the discount structure on one of our older plans, so that Cricket can continue to invest in and offer customers the great wireless services you expect. This is the first time Cricket has ever increased the price of an older discount structure. Cricket is adjusting the price to help encourage customers to consider and trade up to the newer plans at similar price points that offer more value.
After researching Mr. ******** account, we found that he is on a grandfathered discount structure that has not been offered since 2017. His rate plan discount is being updated to the new price point on July 17, 2022. ****************** has several options that include migrating to Crickets $55/mo. rate plan which will offer additional benefits such as unlimited high-speed data, free roaming in ****** and ******, plus 5G speeds with no data cap. ****************** can make this change at any time by logging in online or via the MyCricket app or by contacting our customer care teams at ****************************.

We contacted ****************** on August 10, 2022, and explained our findings. We informed him that he will not be able to retain the current discount, and advised him about the text message sent on July 6, 2022, stating
Your continued use of Cricket service constitutes acceptance of the Cricket Wireless Terms of Service, which includes dispute resolution by arbitration. Full terms are available at https://www.cricketwireless.com/terms

We also provided a one-time credit for his reactivation fee due to the MyCricket app issues he was experiencing. We emailed ****************** on August 24, 2022, that we will apply this credit to his account. ****************** was happy with the credit that was applied but will be considering another wireless provider because of the changes in his rate plan.

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

Regards,

Cricket Wireless, Customer Support
************************************************************************** 30319
/GR
Customer Answer
Date: 08/28/2022

Complaint: 17684384

I am rejecting this response because:
While I am happy Cricket Wireless responded to the complaint, I will not likely receive any money back which is why I am unhappy. After this sequence of customer service failures, being patronized and placed on hold for close to an hour, I decided to change carriers. A credit serves no purpose from a company that does not issue refunds. Because I am transferring services, there will be no charges, and I will close an account with a credit that I will not see. Cricket advised me they are able to increase rates without any notice to the consumer per their terms, another reason why I have decided to find another carrier. I have no expectations from Cricket so this case may be closed but let it be known this consumer is unhappy with Cricket Wireless and will never recommend them.

Sincerely,

***********************
Business Response
Date: 08/29/2022
August 29, 2022

Better Business Bureau
Online Complaint

Complaint No: 17684384
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ***********************. In this complaint, ****************** states he received a text message that his rate plan will change in price and had he also had an issue with making a payment through the MyCricket app causing his account to be suspended. . He is requesting a credit for the reactivation fee and retaining his grandfathered rate plan.

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.
As for the price increase our terms and conditions state, in part:"We may change any part of the Agreement at any time, without advance notice including but not limited to these Terms, Supplemental Materials, rates,rate plans, features, products, fees, expenses, coverage areas, roaming partners, international calling plan destinations, provisioning technology, and Charges for your Service." It also states, These Terms include the terms and conditions for our products and services. By activating, using, or paying for any of these products or services, youre accepting and agreeing to be bound by these Terms. If you dont agree, contact us immediately to cancel your order and/or service and return any products. You can find these terms and conditions of service can be found in their its entirety on our website at www.cricketwireless.com/terms.
To keep up with the current economic climate, Cricket is adjusting the discount structure on one of our older plans, so that Cricket can continue to invest in and offer customers the great wireless services you expect. This is the first time Cricket has ever increased the price of an older discount structure. Cricket is adjusting the price to help encourage customers to consider and trade up to the newer plans at similar price points that offer more value.
After researching Mr. ******** account, we found that he is on a grandfathered discount structure that has not been offered since 2017. His rate plan discount is being updated to the new price point on July 17, 2022. ****************** has several options that include migrating to Crickets $55/mo. rate plan which will offer additional benefits such as unlimited high-speed data, free roaming in ****** and ******, plus 5G speeds with no data cap. ****************** can make this change at any time by logging in online or via the MyCricket app or by contacting our customer care teams at ****************************.

We contacted ****************** on August 10, 2022 and explained our findings. We informed him that he will not be able to retain the current discount, and advised him about the text message sent on July 6, 2022, stating
Your continued use of Cricket service constitutes acceptance of the Cricket Wireless Terms of Service, which includes dispute resolution by arbitration. Full terms are available at https://www.cricketwireless.com/terms

We also provided a one-time credit for his reactivation fee due to the MyCricket app issues he was experiencing. We emailed ****************** on August 24, 2022, that we will apply a credit to his account. ****************** stated he will take the credit but will probably resort to leaving to another company due to the changes in his grandfathered plan.

****************** is stating in his rebuttal that we would not apply a credit to his account for the rate plan change. Cricket Wireless emailed all customers on July 6, 2022, that their grandfathered rate plan will increase. We made a one-time exception and provided a courtesy credit for reactivation fees. We cannot provide ****************** with the resolution he is requesting. ****************** was provided information from his last bill cycle regarding the change in his rate plan. ****************** needs to make a decision on a different rate plan that will accommodate his wireless needs. We provided the link below for him to choose:

Unlimited Talk &Text 5G & 4G LTE Cell Phone Plans | Cricket Wireless

We respectfully request for this case is closed as we are unable to further assist the customer.

Regards,

Cricket Wireless, Customer Support
************************************************************************** 30319
/GR
Initial Complaint
Date:08/06/2022
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 April 22, 2022 I order an iPhone SE 2022 from cricket wireless.com. I received the phone around April 25. About 2-3 days after I received the phone, I determined that I did not like how it operated. I called Cricket and they emailed me a *** Returns Label on April 28. I confirmed that I was delivered 5/04/2022 at 9:58 am, using the *** tracking number. I assumed that I would my receive my refund of $559.59 within 2 weeks, but I did not. I called Cricket the first time on May 20 and was told to be patient. I kept calling for weeks, sometimes waiting for 3 hours on the phone. They just kept giving me the run around. When I asked for the phone number for their Corporate offices they gave me numbers that were out of order!!!! Please help me!!!
Business Response
Date: 08/11/2022
August 11,2022

Better Business Bureau
Online Complaint

Complaint No: 17682399
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************. In this complaint, **************** states that she returned the iPhone SE she purchased from Cricket Wireless online within three days and has not been refunded to date.

After reviewing Ms. ******* account, we confirmed that the device was returned. On August 8, 2022, we have issued **************** a refund in the form of a check and mailed it to the address we have file. **************** will receive the check within the next **** business days.

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: 08/11/2022
Hi,
Cricket says that they issued a refund check on August 8. They do not state the amount. Also, they told me numerous times that my account would be credited and it never was. I will be satisfied only when my refund check is in my hands. They've lied too many times.
I will contact you when I receive my refund.
Thank you so much for helping me with this terrible company.
Sincerely, *************************
Initial Complaint
Date:08/06/2022
Type:Delivery 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 8/4/22 I ordered 2 new phones and paid for the service for 1 month from this company due to me getting new service. On 8/5/22 I received new phones and activated them later that day they charged me another $80 a second time due to autopay. I contacted the company and they told me they dont do refunds on any accounts.
Business Response
Date: 08/13/2022
17681709
Initial Complaint
Date:08/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In January 2022, I attempted to cancel my account with cricket and stop autopay for this account in my name, due to phone being lost and I wanted to discontinue my services. Phone was never found. Although to this day autopay is still taking out the payment. A total of ****** dollars. I called the ***** cricket store to resolve this issue. Unfortunately they can not retrieve thee account because my phone number no longer exists, but they are still taking out the payment for the account? I explained this to the *******************************. Riverside store *****. And requested email address and phone number to headquarters. Due to the fact that not one person could help meNobody that is working for customer service, have any idea what the email is to headquarters or there phone numbers? I looked up on internet, and each phone number that is listed as a cricket office headquarters telephone number is disconnected or no longer in service1(404)-565-0050 **************************************************. CORPORATE OFFICES IN *********. ** PHONE NUMBERS ************** and ************** no longer in service..the email thats listed is not valid: http.//wwwcricketwireless.com . Each employee I spoke to on the ******************************************************************** headquarters correct information.. They insisted I speak with 611 customer service, which could not help at all , with this problem.
Business Response
Date: 08/30/2022
August 30, 2022

Better Business Bureau
Online Complaint

Complaint No: 17679943
Re: *****************************

Dear Sir/Madam,

**** correspondence is in response to a complaint filed by *****************************. In this complaint, Ms. ******* ****** in January 2022, she attempted to cancel a line and stop auto-pay on her Cricket Wireless account. ******************** says she contact an Authorized Cricket Wireless dealer and could not resolve the issue. ******************* is seeking assistance with this issue.

We have attempted contacting ******************** on August 25, August 26,and August 30, 2022, unsuccessfully. Each time leaving a voice message to contact **. 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

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