Complaints

This profile includes complaints for Cricket Wireless, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless, LLC

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1030 Norwood Park Blvd STE 406 Austin, TX 78753-6610

• 

  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

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:01/23/2025

  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 Jan 14 2025 I purchased a line from cricket and to my disappointment, I was never able to activate the line. I spoke with several customer service **** who every time asked for a refund would say they dont give refunds for active lines and they would quickly end the chat. I never activated this line because I couldnt get even download then eSIM to my device and I dont plan on activating it at all anymore. This is the worse type of business and customer service I have ever experienced. Its a scam if you ask me. I will never do business with them again.

  Business Response

  Date: 02/10/2025

  February 10, 2025
  
  Better Business Bureau? 
  Online Complaint
  
  No: 22848723
  Re: ***** *******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* states she purchased a line from Cricket Wireless on January 14, 2025, and could not activate the service. Despite her multiple interactions with Cricket Wireless customer service representatives, she was repeatedly informed that refunds were not given for active lines, leading to the abrupt ending of the chat. She highlighted her frustration over not being able to download the eSIM to her device and stated she decided to not activate the service with Cricket Wireless. Ms. ******* is requesting a refund.

  We contacted Ms. ******* on January 30, 2025, to discuss her complaint. After researching her account, we confirmed that on January 15, 2025, she attempted to activate a new line and found there was no service usage as the eSIM activation was not completed. We offered Ms. ******* assistance to activate her eSIM, but she informed us that she had activated service with another carrier and was no longer interested in getting the service with Cricket Wireless.

  Although Cricket Wireless does not provide refunds, we explained that we would make an exception in this case. We informed Ms. ******* that we initiated a refund to her original form of payment, and she should receive her refund within 5 - 7 business days.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

  
  

• Initial Complaint

  Date:01/21/2025

  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.

  Ive called 4 times and was on the phone for 4 hours trying to understand why $244 was charges to my account when i have just purchased my phone on 1/10 and this charge was placed 1/20. I called the 1800 number and spoke with 3 agents and 2 supervisors. When they located the charges on the account and verified the charges. They hung up, they stated the system was not allowing them to pull up accounts. However the agent pulled my account up 2 mins before I was transferred over. The supervisor also verified she seen the charges and hung up.

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22839104
  Re: *** *****
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by *** *****. In her complaint, Ms. ***** expresses frustration over $244 in charges applied to her Cricket Wireless account shortly after purchasing a device on January 10, 2025. Despite multiple calls to Cricket Wireless, including discussions with three agents and two supervisors, she has not been able to get a resolution as the representatives were unable to access her account information stating that the system was down before disconnecting her calls. Ms. ***** is requesting a resolution to this issue.
  
  We contacted Ms. ***** on January 30, 2025, to discuss her complaint. Ms. ***** shared that she added 2 new wireless numbers to her Cricket Wireless account between January 11 and *******, and explained that it was her understanding that the activation payments she made would include service for 30 days, however, she was charged for a new billing cycle 15 days after the date she completed the purchase.
  
  We explained to Ms. ***** that her account was activated with two wireless numbers on December 22, 2024, this date being the first day of her billing cycle, and her next due date was on January 21, 2025. Additionally, we explained that her third wireless number was added in the middle of the billing cycle, creating a prorated due amount of $89.60, that would cover service for the three lines she had on her account,and clarified that her full bill would be $126/month moving forward.
  
  We want to assure Ms. ***** that Cricket Wireless strives to provide excellent service and apologize for her experience with the Cricket Wireless customer care center. We shared that we added a courtesy credit to her account for the inconvenience. Ms. ***** confirmed her understanding of this information and that she did not need any additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:01/21/2025

  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.

  I paidbmy November bill on October 29th and had a 120 dollar credit which would cover December and January they covered my December bill and shut me off January 4th I had to pay a bridge pay of 25vand they still won't give me service back and I've given them the bank statement proof I want my service restored immediately my 25 dollar bridge pay refunded and compensation for the hassle by tomorrow

  Business Response

  Date: 02/14/2025

  February 14, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22837284
  Re: **** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ****. In his complaint, Mr. **** states that he paid his Novembers Cricket Wireless bill on October 29th, 2024, and had a $120 account credit which would cover his bill in December 2024 and January 2025. He reports that his service was suspended on January 4th,2025, which forced him to pay for a Bridge Pay but Cricket Wireless would still not get his service restored. He is requesting a resolution to this issue and a refund of the amount he paid for the Bridge Pay.
  
  We attempted to contact Mr. **** on January 25, 28, and 31, 2025 but were unsuccessful. On January 31, 2025, Mr. **** shared an alternative contact number via email.
  
  We attempted to contact Mr. **** on February 4 and 7, 2025, using the alternative contact number provided but were still *************** investigate his concerns, we need to be able to communicate with him.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:01/20/2025

  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 gentleman in the store was only supposed to activate my new phone if you transfer to a new carrier well first off he took my old phone I don't know why it did that and he erased all my information and then I told him not to put my old number in to my new phone because it was hacked well he ended up lying to me and then he put my old information into my new phone and it got it hacked so then it end up my IP address getting stolen that I went in the third day after that I spent over $200 and he told me he would only give me $9 back no that's not how things work I want what's owed to me I didn't have no service a whole time and then I kept spending money spending money and they never helped me

  Business Response

  Date: 02/03/2025

  February 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22836738
  Re: ***** ********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ********. In her complaint Ms. ******** states that during her visit to the store, the gentleman was only supposed to activate her new phone upon transferring to a new carrier. However, he took her old phone without explanation, erased all her information, and despite her request not to transfer her old number due to a hacking incident. The store representative proceeded to input her old information into the new phone, resulting in further hacking and her IP address being compromised. Additionally, after spending over $200, she was informed that only $9 would be refunded, despite not having service during that time and incurring additional expenses without receiving adequate assistance.
  
  We contacted Ms. ******** on January 24, 2025, to discuss her complaint. Ms. ******** explained that her complaint is regarding a refund request for services she was unable to use back in October 2024. She explained that because her phone got lost and her account was locked, she was unable to use the services she had already paid for. After reviewing the account, we found that her line has been canceled since December 2024.
  
  Additionally, we explained that we had contacted her on November *******, to discuss another complaint she had filed through the Better Business Bureau. We explained to her then that we could process a refund in the form of a paper check; however, she declined to receive the paper check.
  
  Ms. ******** agreed to receive the refund as a paper check and we processed the request for the refund. We advised her that it would take 7 to 10 days to receive the refund check at her physical address. She confirmed she was satisfied with the resolution and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:01/17/2025

  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.

  Date was 01/14/2025 Between 12:59pm - 3pm I went in to get phone service due to issues from T-Mobile service. I told the clerks that if they could activate my Pixel Pro7 that I would prefer that. One *** said I should just take the new phone. However, i really didn't want to as I have two other phone I can't use at home. The *** actually helping looked at my Pixel 7 Pro and it said it wasn't locked. So, he activated my Pixel pro-7. One he did the Pixel Pro 7 said it was locked. So, I said can you reverse it since it just happened. The other *** said no. I told them I had to have a working phone as I have a business connected to that phone. I then said I want to cancel my services in order to reset things to try again. The other *** said he couldn't. This all happened within 20 minutes and within seconds of activation. I told them I know you can reverse it and he still said no he can't. I left very upset as now I have paid for services. I cannot use on a phone that is locked. I then went back to the store an hour later because my best friend said she would buy me another phone since now I can't supposably get one of the free phones offered. Well, I didn't take my Pixel 7 into the store. The same *** that said no to me said he needed my phone. So I went to get my phone and my best friend told them she would buy me a cheap phone to get activated and have service. When I got back inside he was starting to get me a new phone and activate it. After leaving with a free phone I just realized today that it's not one of the free phones offered. The employee treated me with disrespect and gave me a trac phone, not a Cricket phone offered for free. He scammed me out of what I am rightfully owed. This is why I want compensation for being treated unfairly and lied to about not being able to reverse the services from my Pixel 7 to the phone they gave me. Pictures show the difference.

  Business Response

  Date: 02/13/2025

  February 14, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 22825010
  Re: ***** ********
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ***** ********. In his complaint, Mr. ******** details an experience on January 14, 2025, where he sought assistance activating his Pixel 7 Pro device due to issues with T-Mobile service. Despite expressing a preference to activate his existing device, he was pressured into activating the wireless service with his device, which was later found to be locked. After requesting a reversal of the activation, he was informed that it was not possible, leading to frustration as he relies on his device for business. Upon returning to the store, he was given a track phone instead of one of the free Cricket Wireless devices he was entitled to, feeling disrespected and misled throughout the process. Mr. ******** is requesting assistance to resolve this issue.
  
  We contacted Mr. ******** on January *******, to discuss his complaint and apologize for the inconvenience he experienced. After reviewing his account, we explained that BYOD (Bring Your Own Device) devices must be unlocked by the original carrier. We informed him that the activation fee and first month of service are non-refundable. Full terms and conditions can be found at: ********************************************* processed a device exchange for Mr. ******** by sending him a shipping label to return his device and ordered the device advertised in our promotions.
  
  On February 7, 2025, Mr. ******** confirmed he received the replacement device, and he successfully returned the previous device. We offered him a one-time credit to be applied to his wireless account for the inconvenience. We explained his next account due date and payment amount.
  
  We shared with Mr. ******** that we have escalated his experience to our stores executive leadership team and assured him they will follow an internal review. He confirmed he did not have any other questions regarding this case.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********

  Customer Answer

  Date: 02/15/2025

   
  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:01/16/2025

  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.

  I got double charged by cricket wireless which made my account go in the negative. I have called them repeatedly trying to get my money refunded. They claim they can't see the other charge. They kept telling me to call back it's been 10 days no refund or explanation. I uploaded both charges. I have spoken to cash app and they can see both charges but said cricket had to release the hold. I'm tired of getting the run around something needs to be done about their bad business practices.

  Business Response

  Date: 02/03/2025

  February 3, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22822135
  Re: *** ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by *** ******. In her complaint, Ms. ****** reports being double charged by Cricket Wireless, which resulted in her financial account going into a negative balance. Despite multiple calls over the past ten days, she has not received a refund or a satisfactory explanation, as the representatives claim they cannot see the additional charge. Ms. ****** has confirmed with Cash App that they can see the transactions; however, they stated that Cricket Wireless must release the hold on her funds. She is requesting assistance to resolve her issue.

  We attempted to contact Ms. ****** on January 20, 23, and 27, 2025 but were unsuccessful. Ms. ****** reached out to us via email on January 27, 2025, to confirm that her payment was finally reversed and did not require further assistance from Cricket Wireless.
  
  Regards, 
  
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  Date:01/16/2025

  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.

  Fraudulent Activity. A stranger used my address to sign up for a Cricket cell phone account. I was alerted to this when a new customer packet arrived for them in my mailbox. I took the letter to the nearest Cricket store and was told they would file a case with Cricket. It has been two weeks, and I haven't heard anything back. I called the store, and the manager refused to give his name or any information. I tried to contact Cricket Wireless directly, and was told that the call would not be put through if I am not a Cricket customer. Apparently, ******************** did not ask for proof of the applicant's address. I am concerned about identity theft and fraudulent activity. Uploaded is a photo of the mail with the applicant's name: Myeli **** and my address- *************************************

  Business Response

  Date: 01/27/2025

  January 26, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22820721
  Re: ***** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ****. In her complaint, Ms. **** states that a stranger used her mailing address to sign up for a Cricket Wireless account, which she discovered when a new customer correspondence arrived in her mailbox. After taking the letter to the nearest Cricket Wireless authorized retail store, she was informed that a case would be filed, but two weeks later,she has not received any updates. Additionally, when Ms. **** attempted to contact the Cricket Wireless authorized retail store, the manager refused to provide any information, and her efforts to reach the Cricket Wireless customer care center were unsuccessful due to her not being a customer. Ms. **** expressed concern regarding identity theft and fraudulent activity, providing a photo of the mail addressed to Myeli **** at her address, *************************************
  
  We contacted Ms. **** on January 20, 2025, to discuss her complaint. We apologize to Ms. **** for the inconvenience and assured her that her request would be shared with our leadership team and that her mailing address would be removed from our system. We informed her that we are actively working to protect the information of both our customers and non-customers to prevent similar issues in the future. Ms. **** confirmed she had no further questions regarding her case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 01/28/2025

   
  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.
  Thank you VERY much!!!!!

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:01/16/2025

  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 problem with the unlocking of my old ** Harmony ** model number LM-X410CS, from Cricket Wireless. IMEI number *************** and Serial Number *************. I currently do not have an active account with ********************. My last account was from around 4 years ago. Phone is paid off.

  Business Response

  Date: 02/06/2025

  February 06, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 7585273
  Re: ***** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** *******. In his complaint, Mr. ******* expressed difficulties unlocking an ** device, which was previously associated with Cricket Wireless. Mr. ******* noted that does not currently have an active account with **********************, as the last account was active four years ago,and confirmed that the device is fully paid off.
  
  On January 31, 2025, we contacted Mr. ******* to discuss his complaint. We informed him that after reviewing the devices information, we discovered that his device had been used with the Cricket Wireless network for five months with activated service. We shared with Mr. ******* the portion of the Cricket Wireless device unlock policy that addresses the six-month tenure within the Terms and Conditions of Service. The Cricket Wireless unlock policy can be found at: *************************************************************************.
  
  Although Mr. ******** device did not meet the Cricket Wireless unlock requirements, we made an exception and unlocked his device, we informed him that the unlock would complete once the device is activated with a new carrier *** card and the *** network unlock code is inserted in the device.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:01/16/2025

  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 2 lines on my account. The phone numbers are ************ and ************. Cricket offers a program called Bridge Pay. For a small fee you can split your monthly payment into 2 payments so your service remains active. My bill is $90.00 each month. On 1/7/25 I spoke to an agent through Crickets chat feature and enrolled in Bridge Pay. I paid $55.00 and my next/2nd payment of $50.00 would need to be paid by 11:59pm on 1/13 Central time. On 1/12 and 1/13 I received a text message reminding me to pay. The message also said - Need more time to pay? You can request an additional extension by speaking to an agent. On 1/13/25 at approximately 10:50pm Eastern time I dialed 611 to speak to an agent. Cricket was closed, but the automated system told me I could speak to an agent through the cricket chat. I logged into my account and was greeted by a bot. The bot sent me an Authentication code and I was transferred to a live agent. I typed Bridge pay extension and the agent replied All set! Please pay $50.00 by 11:59pm CST. to avoid service interruption. On 1/14/25 I woke up to a disconnection. . I spent from 9am until 11:45am pleading with agents and supervisors. No one was able to help me. 2 agents said they could see my extension was confirmed while the other 7 couldnt understand what I was saying. Cricket is now asking for a full months payment plus a reactivation fee totaling $105.00. Last week I misplaced my phone. Cricket told me to get a SIM card at ******* to put in an old phone temporarily. I had to be to work at 9:30 am. I spent 3.5 hours speaking to agents and then went into a physical Store for assistance. I was forced to buy another sim only to be told I couldnt switch my phone. I lost a 1/2 day of work, which resulted in a suspension. Ive spent hours on the phone trying to correct the mishaps and have not received any resolution. Tried to dispute online and the site freezes upon clicking submit. My service is still disconnected today.

  Business Response

  Date: 02/03/2025

  February 3, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 22818232
  Re: ****** ********
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ****** ********. In her complaint, Ms. ******** details her experience with Cricket Wireless regarding the Bridge Pay program, where she enrolled and made a partial payment of $55, with a second payment due by 11:59 pm CST on January 13, 2025. She attempted to set up an extension through chat support and despite receiving confirmation of the extension from an agent, her service was disconnected the following day. She spent several hours trying to resolve the issue with multiple agents, only to be told that she needed to pay a full month's bill plus a reactivation fee totaling $105.00. Additionally,after misplacing her device, she faced further complications in obtaining a new *** card, resulting in lost work hours and a suspension. Her attempts to dispute the charges online were unsuccessful. Ms. ******** is requesting assistance to resolve this issue.
  
  We contacted Ms. ******** on January *******, to discuss her complaint. After reviewing her account, we confirmed she set up Bridge Pay on January 7, 2025. We explained that the second Bridge Pay did not extend due to the required partial payment not being processed, which would have been for the same amount paid to initiate the Bridge Pay.
  
  Ms. ******** stated that she did not have any funds to pay the remaining balance to reactivate her account or the full monthly bill. We informed Ms. ******** that as a one-time courtesy, we processed a credit to her account to reactivate her services. Additionally, we changed her account due date to a more suitable date for her and shared information regarding her next due date and bill.
  
  Lastly, she confirmed that she was able to activate the *** card she purchased, and her service was working as expected. Ms. ******** confirmed she did not need further assistance from Cricket Wireless.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:01/15/2025

  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 set up bridge pay with cricket on 1/7 for $66. They sent a text message saying I had until 11:59pm CST (12:59 EST) to pay the remaining balance of $55 on 1/14. I logged on to their quick pay website at 11:55 cst to pay on my way home because I worked a 14 hr shift only to receive a message saying Oops!Looks like we're having a problem with our system.Please try again later.I KEPT trying until at 12:08 it FINALLY went through I also want to add that ALL of their means of customer service were CLOSED so I couldnt get ANY assistance until after 9am EST. I knew something was off because I didnt get the text I normally get after you make a payment. But at NO TIME was my phone disconnected. Fast forward to 6am I FINALLY see the text message but I also see a demand for $55 more dollars. As soon as they opened I called and was told by the supervisor Israel yes I can see you made several attempts to pay but the only way to restore your service is you have to pay $55MORE! why? My monthly bill is ONLY $106!!! 55+66+55..I THINK NOT When YOU acknowledge it was a SYSTEM ERROR! I provided screenshots AND STILL YOU ASK FOR MORE MONEY!! Stay away from cricket! Ive been a customer since the EARLY 2000s back when they used to have the green couch in the store but I REFUSE to be robbed when you SEE it was YOUR system AND you CONFIRMED my payment. *** also filed with the ***!

  Business Response

  Date: 01/27/2025

  January 28, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22813903
  Re: ****** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** states that she set up a ********* on January 7, 2025, for $66. She received a text message saying she had until 11:59 pm CST (***** EST) to pay the remaining balance of $55 on January 14, 2025. After multiple attempts to pay the remaining balance of her account through the ********************** website before the deadline, she encountered a system error stating there was a problem and suggested trying later. After finally being able to process her payment at 12:08 am, her service continued active even though she did not receive a confirmation message. Later in the morning, Ms. ****** was informed that an additional $55 payment was required.She contacted the Cricket Wireless customer service center, and a supervisor informed her that despite the failed payment attempts reflected on her account,she would still need to pay an additional $55 to restore her service. ********* is requesting assistance to resolve her concern.
  
  We contacted Ms. ****** on January *******, to discuss her complaint. After reviewing her account, we discovered that her service was restored on January 15, 2025, after she contacted Cricket Wireless customer support as she was provided with a one-time courtesy credit on her account for the difficulties she experienced when attempting to make her payment online.
  
  We informed Ms. ****** about the alternative payment methods she can use for future payments to her account and the available hours to contact our different customer support channels. Ms. ****** agreed to the recommendations provided and confirmed her complaint had been resolved.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********