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:07/11/2022
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 received the following message on my Cricket mobile device regarding my accounts rate plan:Cricket Free Msg: Starting [August 11], your rate plan price will change. The average price per line on your account will be $26.00/mo. instead of $20.00/mo. You will see this change on your next Auto Bill ******* total. Visit a Cricket store or https://www.cricketwireless.com/RatePlans to learn about other Cricket rate plans that *** offer a better value for you. If you stay on your current plan, the monthly price for line 4 will be $20 instead of $10 and line 5 will be $20 instead of $0.I have been told that I will stay on the same rate plan and therefore the same cost per phone, as long as I did not make any changes to my plan. This plan cannot be changed in other words. Please cease and desist from this current activity and correct the rate plan so it is five mobile phone lines for $100. I have been on this rate plan ever since I moved over. This rate plan is the only reason I moved over to cricket. I will be moving if the rate plan is not reverted back to its original state of five mobile devices for $100 per month.
Business Response
Date: 09/13/2022
September 13, 2022

Better Business Bureau
Online Complaint

Complaint No: 17550207
Re: *******************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by *******************************. In this complaint, **************** states, that he received a notification from Cricket regarding new plan pricing. **************** is requesting to have his account returned to the original promotion he was on.

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 in their 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 ****************** account, we found that he is on a grandfathered discount structure that has not been offered since 2017. **************** 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 31, 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 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 thank **************** for his communication and trust that this explanation properly addresses his concern.

Regards,

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

Customer Answer
Date: 09/15/2022

Complaint: 17550207

I am rejecting this response because:

*****, the cricket agent, is currently out of the office and not able to continue discussions at this time for several weeks. Please keep these file open until a resolution is reached.

Sincerely,

*******************************
Business Response
Date: 09/19/2022

September 15, 2022

Better Business Bureau
Online Complaint

Complaint No: 17550207
Re: *******************************

Dear Sir/*****,

This correspondence is in response to a rebuttal filed by *******************************. In this rebuttal, **************** states, that the Cricket Manager that is working on his case is out of the office and requesting to keep his case open until a resolution is met regarding his grandfathered rate plan.

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 in their 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.

As we explained in our previous response, **************** was on a grandfathered discount structure that has not been offered since 2017. **************** 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 **************** via email on August 31, 2022 and September 15, 2022 to inform him that he will not be able to retain the current discount and advised him about the text message he received, which can be found below:

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

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/NG
Initial Complaint
Date:07/11/2022
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 was an former employee of Cricket from May 4th-June 19th 2022 I quit due to the store manager *************************** violating HIPAA laws by telling people outside of the work place my work history and personal information. I contacted higher *** and nothing was done I was never updated about the situation just left in the dark. ****** quit a day or 2 after me and then was hired back as the store manager and I don't think it's right she shouldn't have ever been given her job back, she is still spreading my information to people and her friends and I no longer work for Cricket Wireless. I feel like since no one within the company wants to do anything filing a complaint with the Better Business Bureau was another route to go, also I tend on doing a lawsuit as well which the company is aware of.
Business Response
Date: 08/08/2022
Jenkins 17540923
Customer Answer
Date: 08/10/2022

Complaint: 17540923

I am rejecting this response because: that response doesn't solve the issue and also the fact that the store manager was rehired and is currently working at Cricket Wireless as the store manager again. Nothing was done in regards to my situation at all and I'm currently in the process of trying to get a lawsuit filed because no one within the company wants to do anything to the store manager and wants to sweep my situation under the rug like it doesn't matter and the store manager can do what she wants to employees when she wants and it's all right and that's not the case she should be punished for her actions and shown that is not the way you treat employees nor is it the way your suppose to run a business.

Sincerely,

*******************************
Initial Complaint
Date:07/10/2022
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.
The problems started about a month and a half ago after my phone broke and i had to go into get a new one. At this time i was with a different phone provider ****************** After weeks without a phone and spectrum not being able to resolve the problems i was having, i decided to just change phone providers all together. I chose to move my number to Cricket wireless. When moving my number over Cricket assured me that i would have no issues with the line. After a few days with their services i realized that that wasn't the case because now i wasn't able to receive calls from certain numbers. After brining it to the attention of cricket they told me it was a problem with spectrum but after calling spectrum they assured us that only Cricket would be able to fix that problem because they're the ones with the phone number. After multiple calls with Cricket that ended with them ending the call on me, now my phone isn't receiving calls all together. Instead of taking accountability for the problem Cricket has decided to not deal with me all together and it seems like they have blocked my number from receiving calls. I really need help resolving this issue as im a small business owner that needs to keep in contact with clients
Business Response
Date: 07/25/2022
July 25, 2022

Better Business Bureau
Online Complaint

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

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************. In the complaint, **************** states, that after he ported his number to Cricket Wireless, he was not able to receive calls from certain number. After multiple calls to Cricket Wireless, **************** phone is not receiving calls at all. *************** need help to resolve this issue.

We researched ****************** concern and fount that **************** ported out his phone number to a different provider on November 11, and November 12, 2021.

We attempted to contact **************** on July 25, 2022, at the number he provided, and we were unsuccessful. Since ****************** account is now canceled with Cricket, we are unable to trouble shoot his device. If in the future **************** returns to Cricket Wireless for his communication needs, we would be happy to assist.

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:07/10/2022
Type:Billing 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 July 2, my payment of ***** was due. I made a initial payment of 83 dollars, the .34 was not paid honestly forgot about it. My phone was suspended all 4 lines. I set up a bridge pay for the reactive of ***** and forgot to meet the deadline for that. I'm facing mortgage issues and very stressed out. My son paid the ***** the day after the deadline for the bridgepay because they suspended my lines again. So now they are forcing me to pay ***** to restore service because of a missed .34 initially. If Cricket so hard up for .34 payment they should not be in business...this has really made me re think their business and how they treat their customers...I've never had any issues with any other prepaid provider...cricket customer service gets a negative ******
Business Response
Date: 07/18/2022
July 18, 2022

Better Business Bureau
Online Complaint

Complaint No: 27775078
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In this complaint, **************** states her service was suspended on July 2, 2022, after failing to pay her entire Cricket Wireless ****. She is requesting a **** adjustment for the additional payments she had to make to restore her service.

We provided **************** a $49.31 service credit to her account as an exception.
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: 07/23/2022

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:07/10/2022
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 just received a message saying cricket is going to increase the price for my plan. As a loyal customer doing business with ******************** from beginning, I feel upset to see the price is increased. I did not get any advanced notice until today. Every decent company has grandfather plans for loyal customers, apparently, Cricket is not one of them and is urging customers to leave. And I am not able to cash my credit out but have to stay and use up my credit before I go. I don't think this is fair for loyal customers who stay with the business for so many years. I hope Cricket can come up with a better solution.
Business Response
Date: 07/18/2022
July 17, 2022

Better Business Bureau
Online Complaint

Complaint No: 17546343
Re: ***************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************. In this complaint, ********** states Cricket is raising the price of his monthly service without his consent. He is requesting to remain on his current plan.
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 ************ 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 23, 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 ****************************.
Unfortunately, he will not be able to retain his current discount, however, he can take advantage of any of Crickets current competitive rate plans and group save discounts.
We thank ********** for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/KM
Initial Complaint
Date:07/10/2022
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.
*************** for ************ was ported from US Mobile. - Phone calls and SMS texts are not reaching my phone line. I am also unable to receive short-code 2FA messages which has effectively locked me out of many vital online services which I use on a daily basis. - Ive spent two weeks trying to get Cricket Wireless Support to fix my issue but they have yet to rectify the problem. Its been nearly three weeks and my phone line is still experiencing problems. - Cricket has tried to place blame for their problems on US Mobile. Claiming the port has not been completed on their end, but my line is no longer active at US Mobile and there is nothing they can do for me. - I would like Cricket to have one of their engineers fix my account manually since support seems to have an issue with helping me out. - I would also like to be compensated for these nearly three weeks when Ive been missing most calls and texts.
Business Response
Date: 07/18/2022
July 17, 2022

Better Business Bureau
Online Complaint

Complaint No: 17546250
Re: *********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ********************* regarding Cricket Wireless service. In this complaint, ************ stated he is unable to receive phone calls or SMS text messages after porting his service to Cricket Wireless.

On July 11, 2022, we confirmed ************** was able to receive phone and SMS text messages. As a one-time courtesy, we applied a $25.00 credit to his account for the time he received limited service.

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

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Initial Complaint
Date:07/09/2022
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.
When we originally signed up for the Cricket plan we were told that as long as you stay on the same family plan and do not make any changes you are grandfathered in at a rate of $100.00 for 5 lines and we have 2 family plans. We verified numerous times that the price of the family plan will NEVER change and that we have a grandfathered plan. We received a text stating that starting 8/12 our rates will increase to $26/mo. instead of $20/mo. line 4 will be $20 instead of $10 and line 5 will be $20 instead of $0. Again this is a grandfathered plan that the price will NEVER change. We have been with Cricket for over 10 years and they are lying to their loyal customers and taking advantage of us during hard times.
Business Response
Date: 07/29/2022
July 29, 2022

Better Business Bureau
Online Complaint

Complaint No: 17544179
Re:*************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************. In her complaint ****************** would like to keep the grandfathered rate plan.

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 Ms. ******** account, we found that she is on a grandfathered discount structure that has not been offered since 2017. Her rate plan discount is being updated to the new price point on July 23, 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 ****************** July 28, 2022, and explained our findings. We advised she will not be able to retain her current discount, however, she can take advantage of any of Crickets current competitive rate plans and group save discounts.

We want to thank ****************** for her feedback and apologize for any inconvenience this may cause.

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******,** 30319
/BN
Customer Answer
Date: 08/02/2022

Complaint: 17544179

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 08/03/2022
August 3, 2022

Better Business Bureau
Online Complaint

Complaint No: 17544179
Re:*************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************. In her rebuttal ****************** states she rejects Cricket Wireless response.

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 in their 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 Ms. ******** account, we found that she is on a grandfathered discount structure that has not been offered since 2017. Her rate plan discount is being updated to the new price point on July 23, 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 ****************** July 28, 2022, and explained our findings. We advised she will not be able to retain her current discount, however, she can take advantage of any of Crickets current competitive rate plans and group save discounts.

We want to thank ****************** for her feedback and apologize for any inconvenience this may cause.

We respectfully request that this complaint is closed at this time.

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******,** 30319
/BN
Customer Answer
Date: 08/03/2022

Complaint: 17544179

I am rejecting this response because: Numerous representatives of Cricket have stated that the grandfathered plans will not change pricing unless we make changes to the plan and we have not made any changes. This was the reason we changed to Cricket over 10 years ago. Are they saying their employee are lying to their customers? How is a $55 plan similar pricing to the $20 plan?

Sincerely,

*************************
Initial Complaint
Date:07/09/2022
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.
Bought an Iphone 11 with a 3 month DEAL for $60 per month Cricket service. 3 months are over (they were all prepaid) that was the deal. Cricket is now forcing me to continue the plan of $60 per month, and not letting me change the plan to $40 a month because of a glitch in their system. **************** tried changing but it is not letting them either. This is robbery, they have deactivated my line forcing me to pay for their higher package to reactivate it
Business Response
Date: 07/30/2022
July 30,2022

Better Business Bureau
Online Complaint

Complaint No: 17543210
Re:*******************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *******************. In this complaint, ************ states he purchased a device with promotional offer of three months of service paid up-front. ************ contacted Cricket Wireless to change the rate plan, there was glitch in the system not allowing the rate plan change to complete. ************ would like the rate plan changed.

We reviewed Mr. ***** account and found the rate plan has been changed to the plan ************ requested.

We contacted ************ on July 28, 2022, and informed him of our findings.

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

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******,** 30319
/BN
Customer Answer
Date: 07/30/2022
Cricket did not resolve the issue, they disabled my connection. I had to go for a day without phone and that day was Eid (It is like christmas for muslims), because Cricket's system forces people to stick to the high paying plan, even though the deal is for 3 months they won't change your plan. I had to reactivate my phone, what a shame. The complaint was not resolved.
1. Pay for the highest plan for the fourth month (deal is for 3 months not 4, but the system will force you to do it because you can't change the plan)
2. Don't give into cricket and don't pay for the highest plan in that case they will disable your service and you have to go through a day without service to enable the cheaper plan.
When I was reactivating the phone on a cheaper plan, the b******* asked me to pay a fee for reactivation, until I had to yell at them WHY I was doing this and WHY they had made me go through this process just so they could forcibly get me to subscribe to their highest plan.
Business Response
Date: 08/04/2022
August 4, 2022

Better Business Bureau
Online Complaint

Complaint No: 17543210
Re:*******************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *******************. In this rebuttal,************ states Cricket did not resolve the issue.

On August 3, 2022, we called ************, after we identified ourselves, ************ disconnected the call. We called back; the call was unanswered. We called ************ on August 4, 2022, he answered and hung up, we called him back he did not answer the call.

Should ************ wish to discuss his complaint further, he may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.

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

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******,** 30319
/BN
Initial Complaint
Date:07/08/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello I have been trying to reach cricket via phone and website as they wont refund me since my phone was removed from their network unexpectedly since February 22nd, I want a refund since that date and to continue my service with the phone with the imei *************** thanks
Business Response
Date: 08/02/2022
July 29, 2022

Better Business Bureau
Online Complaint

Complaint No: 17542404
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************. In this complaint, **************** states Cricket Wireless will not refund him since his phone was removed from Crickets network. **************** is requesting a refund.

We contacted **************** on July 29, 2022, he informed us, he has moved his service and to close the complaint.

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

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Initial Complaint
Date:07/08/2022
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.
My family have a plan that was grandfathered in. We have two accounts with 10 phone numbers. We were grandfathered in for 5 lines for $100.00. I received a text that our plans are going up. Grandfathered plans should not go up. That was the deal when we transferred our business to cricket. There customer service has stated they can not help us.
Business Response
Date: 07/09/2022
July 9,2022

Better Business Bureau
Online Complaint

Complaint No: 17540443
Re:***************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************************. In her complaint **************** states that she in on the grandfathered rate plan, she has two accounts with Cricket Wireless. Each account has the 5 lines for $100.00. *************** received a text that the rate plan is going up. **************** would like to keep the current rate plan.

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 Ms. ******* account, we found that she is on a grandfathered discount structure that has not been offered since 2017. Her rate plan discount is being updated to the new price point on July 23, 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 July 9, 2022, and explained our findings. We advised she will not be able to retain her current discount, however, she can take advantage of any of Crickets current competitive rate plans and group save discounts.

We want to thank **************** for her feedback and apologize for any inconvenience this may cause.

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******,** 30319
/BN
Customer Answer
Date: 07/09/2022

Complaint: 17540443

I am rejecting this response because:

It was a grandfather plan which means it does not change. She also stated this is the first time for the change. It is not they tried to do this two years ago (2020). My sister which is on the same plan filed the complaint. It was resolved by the BBB. Grandfather means that the plan does not change. I hope they keep their word as this is false advertising. The only solution to this complaint would for them to keep the same plan.

Sincerely,

***************************
Business Response
Date: 07/18/2022
July 9,2022

Better Business Bureau
Online Complaint

Complaint No: 17540443
Re:***************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************************. In her rebuttal **************** states the only solution is to keep the plan.

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 Ms. ******* account, we found that she is on a grandfathered discount structure that has not been offered since 2017. Her rate plan discount is being updated to the new price point on July 23, 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 July 9, 2022 and explained our findings. We advised she will not be able to retain her current discount, however, she can take advantage of any of Crickets current competitive rate plans and group save discounts.

We want to thank **************** for her feedback and apologize for any inconvenience this may cause.

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
/BN

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