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:07/31/2022
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 an account with Cricket wireless for a hotspot device and service. Since I enrolled in autopay in June of this year the device has not worked. There is an error message that states looks like there is a temporary network issue affecting Mobile Hotspot right now, please try it again at a later time. I waited for several weeks with the same error before I called customer service. Once I called they tried all the reset options, with no success. They told me I had to take it physically into a store. I did and they had no success either, they even tried a new SIM card, and told me it was the hotspot device. It was still under warranty so I submitted that claim and got my new device 3 days later. The same error message occurred with the new device. When I called customer service back several times I was told the technical department would open a claim. They have not tried to call me back on my direct number, but have tried to call the hotspot number or my alternate number (husband,) and left a voicemail. I asked if they could close my account and add the hotspot to my husbands account without an activation fee and credit my monthly payment. They hung up on me and did not resolve my problem. I have called several times and been on hold for over an hour and forty minutes for one of the phone calls and it ended with a voice saying theres high call volumes and to put my phone number I for a callback and they called the alternate phone.
Business Response
Date: 08/22/2022
August 22,2022

Better Business Bureau
Online Complaint

Complaint No:17649871
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In the complaint, ************ states she is experiencing issues with her hot spot device and is not able to use.

We researched ************** concerns and found she had four lines on her account. She was also enrolled in autopay. Her last payment was made on July 11, 2022. ************ then ported out her lines on August 1, 2022 and canceled her account.

We contacted ************ on August 22, 2022 to discuss our findings. We explained to her that based on our findings we are no longer able to trouble shoot her concerns. We will not be able to provide a refund. Crickets terms and conditions state: 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 www.cricketwireless.com/terms.

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

Regards,

Cricket Wireless, Customer Support
1025 ******************
*******, ** 30319
/JL
Initial Complaint
Date:07/31/2022
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.
Cricket locked a phone that was unlocked when i went to the prepaid cell service and that I paid full price for without cricket. And now I am unable to use a phone that they had no permission to do so. Illegally did this without my consent.
Business Response
Date: 08/03/2022
August 3, 2022

Better Business Bureau
Online Complaint

Complaint No: 17649794
Re: *********************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************************. In the complaint, ********************** is requesting the unlock code for her device.

*********************** 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 is part of the terms and conditions of service which customers accept at the time of activation and each month upon renewal of service.
On August 1,2022, Ms. ********** device was unlocked. Unlock will complete once the device is activated with a new carriers SIM card.

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

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ********************
*******, ** 30319
/KM
Initial Complaint
Date:07/30/2022
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 name is ***************************, and my old phone number is ************, on July 26, 2022, around between 2 or 3 pm, my cell phone did not have any connection, no text, no phone call, around 6 pm, my email, my PayPal, my bank was attacked. On July 27, 2022, I went to the cricket Wireless store to try, and find out what the reason is, it was so shocking that my number was transferred to another peoples name, they cannot share more information with me. I dont know who did that, why that happened, I used this phone number for more than 10 years, suddenly, it became somebody else. all my identification is linked to this phone number, however, the employees cannot help at all, they told me that they cannot help due to that number ************ is not my phone number, I asked them please help give me phone number back, they told me that they have reported the issue the higher level, but so far, 4 days now, no any responses, I called every day, they cannot help. As the carrier, they have released my information to an attacker, cannot find the issue, and cannot solve this issue. So far, I have lost $ **** from my bank, because all my accounts are linked to my old phone number, I cannot recover all these accounts since all the security information has been sent to the old number. First, I would ask the carrier to recover this phone number for me. Second, if they can, I asked them to pay me all the loss, around $ ****. I have bought another new number ************ for temporary use.
Business Response
Date: 08/30/2022
August 30, 2022

Better Business Bureau
Online Complaint

Complaint No: 17647583
Re:***************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************************. In this complaint, ************ states on July 26, 2022, his device was no longer receiving calls, text and his financial accounts were hacked. ************ visited a Cricket Wireless Authorized Retailer and learned the number had been under another persons name. ************ would like the ***** number returned to him.

We want to assure ************ that his account 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 Mr.***** ***** number in an attempt to gain access to other accounts where *********** uses his ***** number for verification. If he hasnt already done so, we advise ************ to file a police report regarding the suspected identity theft.Meanwhile, we will continue to assist ************ in restoring her Cricket Wireless account access and service as needed.

We engaged our technical support team, they retrieved Mr. ***** ***** number.

On August 26, 2022, we notified ************ of our findings. We are currently waiting for ************, to provide the **** and SIM of the device he would like to add to his account.

We apologize to ************ for the inconvenience he experienced in attempting to resolve this issue. We thank him for his communication and trust that this explanation properly addresses his concerns.

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******,** 30319
/BN
Initial Complaint
Date:07/30/2022
Type:Customer Service 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.
So I had pto through the company for vacation. And I took the week off for it and the company didn't put the time in. Now the company isn't responding or paying me for the time.
Business Response
Date: 08/05/2022
August 3, 2022

Better Business Bureau
Online Complaint

Complaint No: 17646155
Re: ***********************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************************. In this complaint, **************** is stating he is an employee of a Cricket Authorized Retailer and was promised vacation pay. He has still not received it. He would like this issue resolved.

We contacted **************** on August 1, 2022, to gather more information. We informed him, since he works for Authorized Retailer, which is franchised and privately owned, he must contact the HR group for that Authorized Retail location.

**************** stated he was not able to get in contact with anyone and would like to resolve this issue. We emailed the Market Director and provided the information and compliant that **************** provided.

We called **************** on August 3, 2022, advising we shared the information and complaint. Hopefully this will help him get in contact with the Authorized ************************* Department.

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

Regards,

Cricket Wireless, Customer Support
1025 Lenox Blvd, NE
*******, ** 30319
/GR
Customer Answer
Date: 08/10/2022

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 i would like to remove the complaint against cricket wireless. They got ahold of me and sent my pto pay to me.

Sincerely,

***********************************
Initial Complaint
Date:07/29/2022
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 returned some item I purchased for a full refund on 7/20, the credit was supposed to be issued within 2 days. As at time of writing they havent issued my credit and the merchant is very hard to reach. The advised the issue will be resolved within a day but they are currently not responding to me. Please help
Business Response
Date: 08/11/2022
********
Initial Complaint
Date:07/29/2022
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.
The business we are filing a complaint about is Cricket Wireless Authorized Retailer.The complaint we're making is about 1 of the 3 phone numbers affiliated with our Cricket Wireless account (Our account number is ************* number we're having an issue with is ************** The initial transaction we did was back on December 29, 2018 at 5:10 p.m We paid $103 for 3 phone lines and an extra $7 for hotspot, totaling to $110 every month for the next 4 years straight We've had this issue before but cricket would say time and time again that they would fix it. 2 weeks before our month with cricket ended we decided to move to Spectrum because of that. When we received our phones and tried connecting the number, Spectrum informed us that they could not connect it to our phone due to an "issue". So we called and asked what happened,they informed us that cricket was not releasing the number. We decided to call Cricket. We spoke to different people and supervisors. When we spoke with them, they started to lie and tried to avoid the situation. They told us to wait because they "needed a little more time". We waited. Then all of a sudden they cut off the line. When we called, cricket informed us that someone in the company had moved information around and did something wrong. They decided to extend the line for a week. The week passed, and it got cut off again. Spectrum was also called Cricket to try and find a way to fix the situation.When we called they told us the same thing and that this, "happened to 1 in a thousand people". They once again extend the line for another week. This time when it got cut off and we called them they didn't answer. It sent us straight to the robot voice. We called spectrum to ask what happened and they said that they couldn't do anything because cricket never released the number.Some supervisors we spoke to were called *****, *******, and *************This was unethical. We want our number back. It's frustrating.
Business Response
Date: 08/25/2022
August 25,2020

Better Business Bureau
Online Complaint

Re: *****************************
Complaint NO: 17643473

Dear Sir/*****,

This correspondence is in response to a complaint filed by *****************************. In the complaint ******************** states that he is requesting to have his 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.

Mr. ********* device does meet our stated policy for unlock, therefore we were able to unlock his device.

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

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ******************
*******, ** 30319
/EM
Customer Answer
Date: 08/31/2022

Complaint: 17643473

I am rejecting this response because: Thank you for communicating back with us but why give us this answer 2 months late? How come when we had asked you to release it 2 months ago by phone you never gave it to us? Why did you just now finally release it? Was it because of the complaint we issued? Why didnt you guys do it beforehand when we tried working it out personally? Do you think all this waiting was fair? We had been customers for a long time, and yet you kept lying and avoiding us when we asked how long it would take to release the number. This is not professional and not ethical. This was not the way to treat a long time customer.

Update: We got the confirmation code you gave us but we lost it. When we tried asking for it once again you did not want to provide the code. I did make the mistake of losing it but why could you not provide the code to me once again?

Sincerely,

*****************************
Business Response
Date: 09/07/2022
September 6,2022,

Better Business Bureau
Online Complaint

Re: *****************************
Complaint NO: 17643473

Dear Sir/*****,

This correspondence is a rebuttal response to a complaint filed by ******************************** the complaint ******************** states that he feels that it should not have taken two months to receive the unlock code. ******************** says that he is very upset with the way has been treated by Cricket Wireless. ******************** then request to have the unlock code again stating that he lost it.

We would like to apologize to ******************** for the way he feels he was treated. We attempted contacting ******************** on September 6, 2022, unsuccessfully. We left a voice message for ******************** to contact me. We also sent ******************** an email, with no response.

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

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ******************
*******, ** 30319
/EM
Customer Answer
Date: 09/08/2022

Complaint: 17643473

I am rejecting this response because:

Alright, when we called Cricket they said that the previous account number we had with them was not accessible because we do not have the security question answer of the account. They said that the security question requires the name of my previous boss, when I never put that as my security question to begin with. We tried and went back and forth with a gentleman called **** who tried helping us as much as he could and he suggested we call a higher up (manager). We told him that weve been doing so and that most of the time we never got a straight answer from them.
We ended up calling Spectrum to ask some questions as well as to fix a minor unrelated issue with our phone. When we asked Spectrum our questions, they informed us that the phone number ************ is apparently what they called a ghost number ; it does not exist in Crickets system. They also mentioned that the number is with a different company. How were we able to use that number the whole four years we were with them if that were the case?

The code they provided us didn't help us get the phone number back. We feel like we've been robbed for all the four years we've been with them due to this situation.
I want you to take action because I'm going to start taking legal actions if they dont do the right thing. We need a refund, they robbed us. They are playing with us. We are tired of feeling like they think were dumb. We are not playing games, we are being serious about this situation. We want to know why they don't want to provide the number to us and why they keep lying and lying constantly.

Sincerely,

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

Better Business Bureau
Online Complaint

Re: *****************************
Complaint NO: 17643473

Dear Sir/*****,

This correspondence is a rebuttal response to a complaint filed by ******************************** this complaint ******************** states that he when he contacted Cricket Wireless, he was advised that the security question that was asked of him was one he never requested. ******************** says after going back and forth with Cricket Wireless, he would like to have the security question reset.

We contacted ******************** on September 14, 2022, we advised ******************** to go to an Authorized Cricket Wireless dealer and show his identification.

We thank ******************* for his communication and respectfully request that this complaint is closed at this time as we are unable to further assist at this time.

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ******************
*******, ** 30319
/EM
Customer Answer
Date: 09/20/2022

Complaint: 17643473

Good evening, I am rejecting this response because:
A representative I spoke with on the phone said that they were going to direct us to a nearby Authorized Cricket Wireless dealer. He said that they would attend us there and that they would know how to help us. When we arrived they requested to see my identification and I did so. Then they asked for our account pin. That is also part of our issue. They said that they cant access it for two reasons.
1.) Because we dont have the correct pin. How come? We gave them what we knew was our pin.
*** Their system is down, and has been like this for a month. They said that they did not have access to anything.
The people who attended us also told us that nobody had ever called them informing them about our situation. So we decided to ask if there was a way to reset the pin. They told us to call ******************** ******** care because ******************** ******** care are the only ones with the authority to change the pin. As you know all throughout these past months that's all weve been doing. Weve been communicating with you back and forth and every time we were asked about our account number and pin they would not be able to gain access to it due to this.
Stop with all these lies, we want a solution now. We are tired that you have treated us this way. If you cannot provide us with a solution we will resort to taking legal actions.

Sincerely,

*****************************
Initial Complaint
Date:07/28/2022
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 6/1/22I brought my wife to our local Cricket store To put her on my account. I've been a Cricket customer since 2018. She had just purchased a ******* Galaxy phone from ******* so we asked if she could use that phone. We were assured us that was ok and went ahead with the switch. This was done but we couldn't make or receive calls. The employee contacted ******* and was told that her number would be released by 3PM on 6/1/22. We paid $67.21 with the Mastercard linked to my Cricket account. We tried the phone late that day and it still didn't work. On 6/2/22 we went back to the Cricket store and another employee tried to make the phone work with no success. He called ******* who said the account there was closed and my wife's phone #************ had gone to Cricket, phone still didn't work. He called ******* again and even sent us to a ******* store to see if the phone was released. No luck. We were then told that my wife's phone would only work on a ******* network. We finally had to buy the almost exact phone from Cricket for $148.87 to make the number work. The phone would have been free on 6/1/22 as she was a new customer but since she was already a customer for one day she was no longer new even though the phone never worked. Tried all Cricket customer support and got nowhere because there policy was phone free for new customers only. Doesn't seem right because if they told us upfront that a ******* phone wouldn't work on Cricket network we would have taken the free phone on 6/1/22. I feel we are entitled a refund since original phone never worked. I have sent a letter to Cricket headquarters in ******* and never heard back.
Business Response
Date: 08/18/2022
August 18, 2022

Better Business Bureau
Online Complaint

Complaint No: 17637810
Re: *******************

Dear Sir/Madam,

**** correspondence is in response to a complaint filed by *******************. In his complaint, ************** states on June 1, 2022, he came to an authorized Cricket Wireless dealer with his wife to add her to his current account. ************** says that after being assured his wifes device would work, it did not work on the Cricket Wireless Network. ************** says he had to purchase a new device due to the misinformation from the Cricket Wireless store representative and is requesting a refund.

We contacted ************** on August 18, 2022, Mr. ****** says he went back and forth between the two carriers, and everything could have been avoided if he was given the correct information. We advised ************** that as a one-time courtesy we have agreed to issue a refund back to him.

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

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 08/18/2022

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,

*******************
Customer Answer
Date: 10/12/2022
I thought the case was resolved in my favor after I spoke to someone from Cricket who agreed to refund the money I requested, however I never received It. ***** repeatedly called the # he gave me with no response. Talked to another employee who told me I would be paid, still nothing. Called the help line again and was told case was settled and I would receive nothing.
Business Response
Date: 10/13/2022
October 13, 2022

Better Business Bureau
Online Complaint

Complaint No: 17637810
Re: *******************

Dear Sir/*****,

This correspondence is a rebuttal response to a complaint filed by ********************** his complaint, ************** states on June 1, 2022, he visited a Cricket Wireless Authorized Retail location to add his wife to his account. ************* says that after being assured his wifes device would work, it did not work on the Cricket Wireless Network. ************** says he had to purchase a new device due to the misinformation from the Cricket Wireless store representative and is requesting a refund. ************** says that he has still not received his refund.

We contacted ************** on October 12, 2022. We confirmed *************** information and advised ************** that we will resubmit the refund to him.

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

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 10/19/2022
I am satisfied with the business's response. However, it is the same response I received on 8/18/22 from the same Cricket employee but never actually got the refund. He made appropriate apologies and said **** days again. Hopefully I will receive the refund this time. Until then I'll reserve judgement. Thanks for your help again.
Initial Complaint
Date:07/26/2022
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 sells junk refurbished phones in a green Cricket box far below the cost of a new phone. It plainly evident that the phones are refurbished junk yet the Cricket employee will stand there and bold face lie. Every Cricket employee will tell you that it is a new phone. Any ****** can see beyond a shadow of a doubt that the phone is refurbished junk. Like a fool, I have bought two (2) junk refurbished Cricket phones. The junk Cricket phones will last maybe 6 months and then will start to malfunction. The malfunctioning gets worse with time. I have taken the junk phones back into Cricket. The Cricket employee will reset it which does not help. Cricket phones are junk phones that **** customers have returned because they are junk. **** then gives them to their sister company Cricket for resale. It is fraud and the Cricket employees are liars.
Business Response
Date: 08/08/2022
August 8, 2022

Better Business Bureau
Online Complaint

Complaint No: 17629142
Re: ***************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************************. In this complaint, ****************** states she purchased a device from ********************** that does not work. ****************** is requesting a new device and signature of no junk guarantee.

We attempted to contact ***************** by phone and email on July 27, July 28, and August 4, 2022, however those attempts proved unsuccessful. Should ****************** wish to discuss her complaint further, she may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.

We thank ****************** for her communication and will be available should ****************** still need assistance.

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Initial Complaint
Date:07/26/2022
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 cellphone is a ******** g stylus g5 was under one year warranty December 2021 I purchase the phone! The cellphone is bad because the cellphone pictures camera stop working right. It was deleting pictures or just making pictures solid colors. I set the cell phone back to cricket wireless company for a new replacement. Cricket wireless send me a use cell phone back the one I'm using now, it's worse than the one I sent to them! It has the same issues that my old phone had and this one is worse because it drops phone calls and there's something wrong with the speaker. Cricket wireless is giving used phones for their warranty. ******** company (cellphone company) knows what cricket is doing and they won't send me a new ******** cell phone because I think they don't make them anymore. ******** g style 5G 2021 is a old model and ******** g style 5G 2022 is what ******** company is making now and my warranty up is in December if you call that a warranty then I'm going to be screwed. Both of the companies won't let me have a upgrade they don't want to lose profits! So cricket wireless is letting me send this second phone back but I'm going to get another used phone because they don't have new ones. ******** company just put a new front and back so it looks new but use inners. How many times times do I have to send cell phone back to get a good one if they don't fix the old phones and what kind of warranty is having used phones then having new phones sent to the customers. That's no warranty! Have to send this crappy phone back then if it goes on my third phone goes bad and it's past December then it's all over! cricket wireless and ******** is a cricket company/ bad company! Both of these companies is playing a Time game they don't have to worry about because the warranty be up for all the crappy phones they made and sold to people! Them people should be b**** slapped!
Business Response
Date: 08/17/2022
August 17, 2022

Better Business Bureau
Online Complaint

Complaint No: 17627264
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In this complaint, ****************** states he purchased a ******** G stylus G5 on December 202. The device started to malfunction, and ****************** processed a warranty claim for a replacement. Cricket Wireless replaced the device with a refurbished (like new) device of the same make and model. ****************** is requesting another warranty replacement for a new device.

Most ******************** devices carry a one-year manufacturers warranty from the date of purchase.However, physical damage is not covered under our warranty exchange program found at https://www.cricketwireless.com/support/orders-and-activations/warranty.html, which states in part:

Devices are considered defective and are covered by the manufacturer's warranty (or the limited warranty for refurbished devices) if the device stops working due to no fault of the customer. For example, a software failure would be considered a device defect.
The following is a list of items and issues not covered by warranty exchange:
Defects or damage resulting from use of the product, other than normal wear and tear.
Defects or damage from misuse, accident, or other actions that *** void the warranty.
Any adjustment or change to the device.
Devices that have been taken apart or fixed in a way that affects performance or prevents testing.
Products without labels or clear serial numbers.
Defects or damage due to spills or immersion in food or liquid.

On August 15,2022, we reached out to ****************** and informed him of the Cricket Warranty Policy. We also informed ******************, that unfortunately, the warranty/manufacture will ship the same make and model replacement which *** be a new or refurbished device.

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: 08/17/2022

Complaint: 17627264

I am rejecting this response because:

Sincerely,

***********************
Business Response
Date: 08/18/2022
August 18, 2022

Better Business Bureau
Online Complaint

Complaint No: 17627264
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ***********************. In this rebuttal, ****************** states he is rejecting Crickets Wireless's response to the original complaint, where ****************** states that he purchased a ******** G stylus G5 on December 202. The device started to malfunction, and ****************** processed a warranty claim for a replacement. Cricket Wireless replaced the device with a refurbished (like new) device of the same make and model. ***************** is requesting another warranty replacement for a new device.

Most ******************** devices carry a one-year manufacturers warranty from the date of purchase. However,physical damage is not covered under our warranty exchange program found at https://www.cricketwireless.com/support/orders-and-activations/warranty.html, which states in part:

Devices are considered defective and are covered by the manufacturer's warranty (or the limited warranty for refurbished devices) if the device stops working due to no fault of the customer. For example, a software failure would be considered a device defect.
The following is a list of items and issues not covered by warranty exchange:
Defects or damage resulting from use of the product, other than normal wear and tear.
Defects or damage from misuse, accident, or other actions that *** void the warranty.
Any adjustment or change to the device.
Devices that have been taken apart or fixed in a way that affects performance or prevents testing.
Products without labels or clear serial numbers.
Defects or damage due to spills or immersion in food or liquid.

On August 15,and August 18, 2022, we reached out to ****************** and informed him of the Cricket Warranty Policy. We also informed ******************, that unfortunately, the warranty/manufacture will ship the same make and model replacement which *** be a new or refurbished device.We respectfully request this complaint be closed since we are unable to further assist the customer on this issue.

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

Regards,
Cricket Wireless, Customer Support
1025 ************************************************************ 30319
/NG
Initial Complaint
Date:07/26/2022
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.
I have been a customer of ********************** for years and now they cut my service off when I still have 4 days until my next **** is due. Now they was over 400 dollars when my **** is o ** 255 before they will turn my lines back on. I don't owe them anything.
Business Response
Date: 08/09/2022
August 8, 2022

Better Business Bureau
Online Complaint

Complaint No: 17625886
Re: ***********************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************************** regarding her Cricket Wireless service.In this complaint, ********************** states that Cricket Wireless suspended her service four days prior to her next billing cycle.

We attempted to contact ********************** on August 2, August 5, and August 8, 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

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