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

1,358 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:12/26/2024
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.
Cricket riders took $250 on my bank account on February ******* I call cricket wireless to get back a refund on March 4, 2021 she give me back the Money When I look into my account, its your negative balance of $250 on April 5, 2021 I called cricket Wireless and told them that Im moving my phone number and my mom phone number to Tmobile . They told my bank ***** that I use their service for three months and not three month 2 1/2 months because January February thats it by March 1. I move my phone number over to Tmobile
Business Response
Date: 01/23/2025
January 22, 2025

Better Business Bureau
Online Complaint

No: 22730785
Re: ****** *******

Dear ****************

This correspondence is in response to a complaint filed by ****** *******. In his complaint, Mr. ******* states that Cricket Wireless withdrew $250 from his bank account on February 1, 2021. After contacting customer support for a refund on March 4, 2021, he was informed that the money would be returned; however, he later discovered a negative balance for the same amount. Furthermore, on April 5, 2021, when he decided to switch to T-Mobile, Cricket Wireless allegedly informed his bank that he had utilized their services for three months instead of two months and a few days of the third month.

We contacted Mr. ******* on January 13, 2025, to discuss his complaint. We informed him that after researching his wireless number, we discovered that his account was archived due to the time it has passed since it was cancelled in April 2021. We explained to Mr. ******* that as set forth in the Cricket Wireless Terms and Conditions of Service, payments are non-refundable, transferable, or redeemable for cash. Additionally, we informed him that there is only six months from the payment date to dispute a charge.

Mr. ******* understood this information and we offered him the option to return to Cricket Wireless without any activation costs as a one-time courtesy. Mr. ******* shared with us that he still has service lines with T-Mobile but stated he will consider our offer and contact us directly if he decides to open an account with Cricket Wireless in the future.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:12/24/2024
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 husband and I went into the store added a phone and number to our account we were told the bill would be due on the 22nd of the month from then on when the 9th of Dec. Came along we were charged and then the entire account was messed up to the point even tho we were told nothing due till the 22nd the phones were turned off and we were lied to from the start ontop of all that the service plan was changed without authorization
Business Response
Date: 02/07/2025
February 8, 2025

Better Business Bureau?
Online Complaint??

No:22727757
Re: ***** ******

Dear **********

This correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** states that she and her husband visited a Cricket Wireless authorized retail store to add a device and ********************** number to their account, with the understanding that their bill would be due on the 22nd of each month. However, on December 9, 2023, they were unexpectedly charged,leading to the disconnection of their devices despite the prior assurance of no dues until the 22nd. Additionally, Ms. ****** claims that the service plan was altered without her authorization. She requests assistance to resolve this issue.

We attempted to contact Ms. ******* by phone and followed up by email, on January 28, 31,and February 3, 2025, but were unsuccessful. To investigate Ms. ******* concerns, we need to be able to communicate with her. We respectfully request that this case be closed, as we have not been able to contact Ms. ****** to address her concern.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
****************
Initial Complaint
Date:12/19/2024
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.
My security plan has been changed on my account I've asked ********************** to fix the issue and to put a lock on my account so no one can change it but me that I'm the one that pays the bills I've been with them a year I'll ask them repeatedly to resolve this issue with me they want to give me the runaround I'm not able to argue with these folks I have 7% of my liver left I have liver cancer and if I'm the one paying my phone bill it shouldn't matter who's on my account or anything they should deal with me now my pen has been changed they don't want to work with me and I've been a customer for them for a year I want to see results and they're not willing to work with me then they can give me all my money back that I paid and wasted with them for the last year and then somebody else change my PIN without my permission and I'm paying the phone bill off of three lines off of my debit card then they can reimburse me up all my money I have wasted with this company plastic stress I'm going through right now with me having health issues of liver cancer and 7% of my liver that means that they refuse to change my PIN and to put a lock on it than anybody can have my phone cut off and I will have no way of getting medical attention that's going to be so into a major major lawsuit and cricket wireless they can't really afford no other lawsuits because well y'all are handing there company very very well right now so yes I want to see if you resolved and I want someone to please call me at ************ and my name is *** ***** ****** *********** and I'm available all day tomorrow thank you have a good day
Business Response
Date: 01/03/2025
January 3, 2025

Better Business Bureau
Online Complaint

No: 22711686
Re: *** ******

Dear ********************** correspondence is in response to a complaint filed by *** ******. In his complaint, Mr. ****** expresses concern regarding unauthorized changes to his security question and PIN on his ********************** account, despite his repeated requests for a resolution.He emphasizes that he is the sole **** ***** and has been a loyal customer for a year, yet he feels that the company has not adequately addressed his *********. ****** also highlights the urgency of his situation due to his serious health condition, stating that without proper account security, he risks losing access to essential medical support. He requests immediate assistance and a phone call to discuss the matter further.

We attempted to contact ********* on December 23, 2024, over the phone to discuss his complaint, but we were unsuccessful. On December 26, 2024, Mr. ****** requested us to contact the Better Business Bureau regarding his complaint. We attempted to contact him on December 30, 2024, to assist him and resolve his concern but were still unsuccessful. Mr. ****** replied via email stating he does not wish to discuss his concern, nor does he wishes to be contacted by Cricket Wireless.

Should Mr. ****** still require assistance with this concern, we encourage him to contact *******, Cricket Wireless Office of the ********* Manager, at ************. We will gladly assist him further.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******,********
Customer Answer
Date: 01/03/2025

Complaint: 22711686

I am rejecting this response because:

Sincerely,

*** ******
Business Response
Date: 01/07/2025
January 7, 2025

Better Business Bureau
Online Complaint

No: 22711686
Re: *** Peters

Dear **************************** correspondence is in response to a rebuttal filed by *** ******. In his original complaint, Mr. ****** expresses concern regarding unauthorized changes to his security question and PIN on his ********************** account, despite his repeated requests for a resolution. He emphasizes that he is the sole **** ***** and has been a loyal customer for a year, yet he feels that the company has not adequately addressed his issues. Mr. ****** also highlights the urgency of his situation due to his serious health condition, stating that without proper account security, he risks losing access to essential medical support. He requests immediate assistance and a phone call to discuss the matter further. In his rebuttal, Mr. ****** does not specify the rejection of his complaint.

We attempted to contact Mr. ****** on December 23, 2024, over the phone to discuss his original complaint, but we were unsuccessful. On December 26, 2024, Mr. ****** requested for us to contact the Better Business Bureau regarding his complaint. We attempted to contact him on December 30, 2024, to resolve his concern but were still unsuccessful. Mr. ****** replied via email stating he does not wish to discuss his concern, nor does he want to be contacted by Cricket Wireless.

We want to assist Mr. ***** and address his concerns; however, we need to speak with him to investigate his complaint. Should he decide that he does want to discuss his case and concerns, we encourage him to contact *******, Cricket Wireless Office of the ********* Manager, at ************. We respectfully request this case be closed.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******, ** 30319
Customer Answer
Date: 01/07/2025

Complaint: 22711686

I am rejecting this response because: ******* the president of cricket was very rude to me was trying to bribe me with $100 credit I don't think it's right that they change our information and run debit cards without permission that's why there's lawsuits against them already but everyone I've talked to at cricket has been rude they get out false information I was told there was free phones for the the customers that are currently with ******************** but when I ask about it they say there is no free phones but the stores say there is that they're just out at the store

Sincerely,

*** ******
Business Response
Date: 01/14/2025
January 15, 2025

Better Business Bureau
Online Complaint

No: 22711686
Re: *** ******

Dear ********************** correspondence is in response to a rebuttal filed by *** ******. In his rebuttal, Mr. ****** raises concerns about unauthorized changes to his information and the running of debit cards without his permission, which he believes has contributed to existing lawsuits against the company. Additionally, Mr. ****** reported receiving conflicting information regarding the availability of free devices for current customers, as some ********************** authorized retail store representatives claimed there were free devices. In contrast, others stated the devices were not available. Mr. ****** is requesting assistance to resolve this issue.

We attempted to contact Mr. ****** on December 23, 2024, by phone to discuss his original complaint, but we were unsuccessful. On December 26, 2024, Mr. ****** requested that we contact the Better Business Bureau regarding his complaint.We attempted to contact him on December 30, 2024, to resolve his concern but were still unsuccessful. Mr. ****** replied via email stating he did not wish to discuss his case with us.

We contacted Mr. ****** on January 8, 2025, to discuss his rebuttal complaint. After reviewing his account, we discovered that he had reset his security question and PIN for his ********************** account and had access to his account information.Additionally, we informed him that we did not find any transactions that indicated his debit card was used to make unauthorized payments to Cricket Wireless nor any other unauthorized changes on his account.

Furthermore,we shared with Mr. ****** information about the device upgrade options available at Cricket Wireless and explained he is eligible for a discount if he wishes to purchase a newer device. We also recommended that he visit our website for more information. Lastly, we applied a one-time courtesy credit to his Cricket Wireless account for the inconveniences he experienced. Mr. ****** confirmed he did not have any more questions regarding his case.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 01/14/2025
Me and cricket resolved the issue thank you
Initial Complaint
Date:12/19/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I transferred my phone services from Metro by T-Mobile on December 8, 2024 to Cricket Wireless on ****************************** because my phone wasn't working properly from *****. On December 15th after being sick and not able to go to the store before that date I called. I was told I was a day late to return the phone. The screen on the phone appears to be trying to blink out. I do have the receipt and was still in the range of returning the phone. They told me that I had only had seven days to return the phone when I called and that was up when it really wasn't . I was still feeling bad so I accepted it and asked about the warranty. I was told I would have to send my phone to a company out of state and wait until they return it. I asked what do I do for a phone while they would have it and they stated I would just have to wait. I am 67 years old and can not go without a phone for that long. I paid all the fees required to received the phone. I switched to this company because the phone I had purchased from Metro by ******** wasn't working properly. Now I found myself right back in the same situation. I am really afraid the phone is going to black. I have no money and have borrowed money to get the phone so now I am just praying this phone doesn't black out before I can get another one. They also didn't say how long before I could return it and at the same time told me my time was up when it wasn't.. It appears that they may be giving free phones that are defected and if you don't return them by a certain time, even though this they don't tell you, you will have to buy a phone or do a warranty and go without for a period of time. This is so unfair I am a senior citizen on limited funds and stuck at the point where I may be without a phone that works Please help I tried to help myself by switching to this company but it appears that I got the same result. I don't know how to upload the ticket but I do have it. I need a reliable phone. Help Please!!
Business Response
Date: 01/10/2025
January 10, 2025

Better Business Bureau?
Online Complaint??

No: 22708742
Re: ***** *******

Dear ****************
This correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ************* details her experience transferring her phone services from another carrier to Cricket Wireless on December 8, 2024, due to issues with her previous device. After falling ill and being unable to return the phone by December 15, she was informed that she was a day late for a return, despite having a receipt indicating she was still within the return period. She expresses concerns about the phone's malfunctioning screen and the lengthy warranty process that would leave her without a phone. Ms. ******* feels that the lack of clear communication regarding return policies has left her in a difficult situation,as she is now at risk of being without a reliable phone. She is requesting assistance to resolve her issue.
We contacted Ms. ******* on December 24, 2024, to discuss her complaint. ********** told us that the device she received from Cricket Wireless was not working correctly due to factory issues. We confirmed with her that the device was not physically damaged and explained that we would request a replacement device to be shipped to the mailing address she provided.
We contacted Ms. ******* on January 3, 2025, and confirmed that she had successfully received the replacement device. We assisted her with activating her new phone,and she confirmed that it was working as expected. Additionally, we provided her with a return label for her to send the defective phone and shared the proper expectations related to the return. Ms. ******* stated that her concerns had been addressed and did not have additional questions regarding her case.

Regards,

Cricket Wireless ?
Office of the President??
***************************************** NE?
*******, ** 3031
Customer Answer
Date: 01/10/2025

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:12/18/2024
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 was never provided the service. The account was set up incorrectly as a transfer instead of a new number. When I reached out, they initially told me that they couldn't give me a refund because the account was not created. The only way the transaction would go through is if I transferred the number over. I told them I needed a new number and they said since they couldn't offer me a refund that I should go through my bank. In summary, I never receive the service. I should get my money back.
Business Response
Date: 01/03/2025
January 3, 2025

Better Business Bureau
Online Complaint

No: 22705127
Re: ********** ***

Dear ********************** correspondence is in response to a complaint filed by ********** ***. In her complaint, Ms. *** states that she was never provided with the service she requested, as her account was incorrectly set up as a transfer instead of a new number. Upon reaching out for assistance, she was informed that a refund could not be issued because the account was not created, and the only way for the transaction to proceed was to transfer her existing number. Ms. *** expressed her need for a new number, but was advised that since a refund was not possible, she should contact her bank for a resolution. Ultimately, she asserts that she never received the service and believes she is entitled to a refund.

We attempted to contact Ms. *** on December 19, 23, and 26, 2024 but were unsuccessful. To investigate ******* concerns, we need to be able to communicate with her. Should Ms. *** still require assistance, she is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at **************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******,********
Initial Complaint
Date:12/17/2024
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 had an issue with cricket were they allow some one to break my contract without my permission and separate my line . Never got a credit or refund for the phone . All money that the other person pay they keep it and all the trouble and headache that I got but callling multiple times to get it corrected I didnt get compensated. Now my account its block and restricted when I want to make changes plus they want to charge for separate the lines when I never got credit for what was paid , to all of that I have called 4 times and no one cant help and the person that loc it ********* its not returning my messages or calls . No one that I get in the phone wont do it and I have to pay an extra $15 per line extra plus 65 to make changes they cant do unless the bloc is removed first and no one can remove it . My line been acting up and not working properly every time I call
Business Response
Date: 12/26/2024
December 26, 2024

Better Business Bureau
Online Complaint

No: 22702138
Re: ******* ***********

Dear **********

This correspondence is in response to a complaint filed by ******* ***********. In her complaint, Ms. *********** details a previous issue with Cricket Wireless, where her account was accessed without her permission. Now her account is blocked, preventing her from making changes,and she is being charged additional fees for line separation without any prior credit. She adds that she called multiple times for assistance without **********. Santillanes is requesting assistance to resolve this issue.

We contacted Ms. *********** on December 19, 2024, to discuss her complaint. After reviewing her account, we informed her that in her previous Better Business Bureau case ********, she agreed to keep an account lock to prevent unauthorized account changes. We explained to her that once the lock is removed, she would be able to make any necessary changes to her account and we proceeded to remove the lock from her account.

We assisted her with the cancelation of one of her wireless numbers as per her request and informed her that after the completion of thirty days since cancelation, the number cannot be reactivated, as it gets recycled. Although Cricket Wireless does not offer refunds, we applied a
one-time courtesy credit to her account for the inconvenience she experienced trying to make changes to her account and shared information regarding her next due date and bill.

Ms. *********** confirmed her wireless number was working as expected, understood the information provided and shared she does not need any additional assistance from Cricket Wireless.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:12/17/2024
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.
Tried porting into phone carrier E-sim but didnt work I did not use phone service was told at the store location I could call to receive a refund when I called. They said I do not qualify for a refund as it is a prepaid service. $71.00 December *******
Business Response
Date: 01/06/2025
January 6, 2025

Better Business Bureau
Online Complaint

No: 22694883
Re: ****** *****

Dear ********************** correspondence is in response to a complaint filed by ****** *****. In his complaint, Mr. ***** states that he attempted to port his service to Cricket Wireless using an e-SIM, but was unsuccessful.He adds that he did not utilize the phone service and was informed at the store location he could call to request a refund. However, upon calling, he was advised that he did not qualify for a refund as it was a prepaid service, despite having paid $71 on December 14, 2024. Mr. ***** is seeking a refund.

We attempted to contact Mr. ***** on December 23, 26, and 30, 2024 but were unsuccessful. To investigate Mr. ****** concerns,we need to be able to communicate with him. Should Mr. ***** still require assistance, he is encouraged to contact ******, Cricket Wireless Office of the ********* Manager, at **************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******, ********
Initial Complaint
Date:12/16/2024
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 October 11, 2024, at 10:40 AM, I purchased an Apple iPhone 15 online from Cricket Wireless Online Store, Item Number DAPW4432, for $798.79. On October 11, 2024, at 3:28 PM, I received a notice that the new iPhone was shipped to my address. On October 16, 2024, I received the new iPhone. When inspecting the new iPhone, I noticed a scratch on the screen. I did not activate the iPhone. I contacted Cricket Wireless and followed their instructions to ship the item back to them to receive a refund. On or about October 19, 2024, I shipped the new iPhone back to Cricket Wireless. The tracking number of the *** package is 1Z2E09798732679970. On October 29, 2024, I received an email indicating that the returned item was received. On October 29, 2024, I received an email indicating that the order was canceled. On October 29, 2024, I received an email indicating that the return was approved for refund. It was indicated in the email that I should receive a refund within 10 business days. A refund has not been issued to the credit card used to purchase the item. Today is December 16th, 2024. I have attempted to resolve the problem/refund with customer service, with the calls ending in 3 hang-ups by Cricket customer service. They claim that a refund was issued to the card used to purchase the item. However, no refund has been received or processed by my bank/institution. Because customer service indicated that there is nothing that they can do and that they do not have a process to handle failed returns I am reaching out to your office to see if anything could be done. I suspect that this is an internal error on Cricket's behalf. However, their representatives are refusing to help, resulting in their company keeping my hard-earned money. This is an expensive item for me, and I cannot afford to simply give up on receiving this refund (which is rightfully mine since I did follow all of their rules). Please help.
Business Response
Date: 01/06/2025
January 6, 2025

Better Business Bureau
Online Complaint

No: 22694338
Re: ******* *********

Dear **********

This correspondence is in response to a complaint filed by ******* *********. In his complaint, Mr. ********* states that on October 11, 2024, he purchased an Apple iPhone 15 online from the Cricket Wireless Online Store for $798.79, which he received on October 16, 2024, but found to have a scratch on the screen.Following Cricket Wireless' instructions, Mr. ********* returned the item on October 19, 2024, and received confirmation of the return and cancellation of the order on October 29, 2024, along with a promise of a refund within 10 business days. However, as of December 16, 2024, Mr. ********* has not received the refund, despite multiple attempts to resolve the issue with Cricket Wireless customer service line, which resulted in hang-ups and claims that the refund was processed. Mr. ********* suspects an internal error at Cricket Wireless and seeks assistance in rectifying this situation.

We contacted Mr. ********* on December 23, 2024, to discuss his complaint. After reviewing his account, we confirmed that he has not received the refund; therefore, we initiated a refund check request for him and advised that we would follow up with further details. On December 24, 2024, we contacted ************ and confirmed that the refund check had already been initiated and advised allowing 10 -15 business days for the refund check to arrive at the address he provided.

He confirmed that he did not have any other questions regarding this complaint as was satisfied with the resolution given.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Business Response
Date: 01/06/2025
January 6, 2025

Better Business Bureau
Online Complaint

No: 22694338
Re: ******* *********

Dear **********

This correspondence is in response to a complaint filed by ******* *********. In his complaint, Mr. ********* states that on October 11, 2024, he purchased an Apple iPhone 15 online from the Cricket Wireless Online Store for $798.79, which he received on October 16, 2024, but found to have a scratch on the screen.Following Cricket Wireless' instructions, Mr. ********* returned the item on October 19, 2024, and received confirmation of the return and cancellation of the order on October 29, 2024, along with a promise of a refund within 10 business days. However, as of December 16, 2024, Mr. ********* has not received the refund, despite multiple attempts to resolve the issue with Cricket Wireless customer service line, which resulted in hang-ups and claims that the refund was processed. Mr. ********* suspects an internal error at Cricket Wireless and seeks assistance in rectifying this situation.

We contacted Mr. ********* on December 23, 2024, to discuss his complaint. After reviewing his account, we confirmed that he has not received the refund; therefore, we initiated a refund check request for him and advised that we would follow up with further details. On December 24, 2024, we contacted ************ and confirmed that the refund check had already been initiated and advised allowing 10 -15 business days for the refund check to arrive at the address he provided.

He confirmed that he did not have any other questions regarding this complaint as was satisfied with the resolution given.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:12/15/2024
Type:Billing 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.
Couldn't pay my bill because of the website and app not working. I was charged a $15 activation fee. I have also been charged $10 extra for 6 months because I took a phone off of a 5 line plan. I was on unlimited which should have been $100 for 4 lines instead I was charged $110. I just recently discovered this because my wife normally pays. I was just asking for my $15 back and they refused. They kept wanting to give me credit on my account. I will no longer be doing business with them after this, so the credit does me no good. I would like a paper check sent to me.
Business Response
Date: 01/03/2025
January 3, 2025

Better Business Bureau
Online Complaint

No: 22690748
Re: ****** ****

Dear ********************** correspondence is in response to a complaint filed by ****** ****. In his complaint, Mr. **** expressed his frustration regarding an inability to pay his bill due to issues with the website and app, which resulted in a $15 activation fee being charged.Additionally, he noted that he was incorrectly billed $10 extra for six months after removing a phone from a five-line plan, leading to a total charge of $110 instead of the expected $100 for four lines on an unlimited plan. Mr. **** recently discovered these discrepancies, as his wife typically manages the payments, and he requested a refund of the $15, which was denied, he was offered an account credit that he finds unhelpful given his decision to discontinue business with the company. He has requested that a paper check be sent to him instead.

We attempted to contact ******* on December 16, 19, and 23, 2024 but were unsuccessful. To investigate Mr.Halls concerns, we need to be able to communicate with him. Should Mr. **** still require assistance, he is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at **************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******, ********
Customer Answer
Date: 01/03/2025

Complaint: 22690748

I am rejecting this response because: I responded back via email. I do not wish to do any communication through the phone with them. It leaves too much room for he said she said errors. I have provided them with the information. The reason I no longer am doing business with them is because of this exact reason. Absolutely no customer support that actually cares or willing to do the right thing. I have been a customer for a long time and they don't care. I asked for $15 back I was charged because of their website and app not working correctly. Which I provided them a video of. I didn't ask for the over charged amount as I believe that me and my wife should have caught way before. Again I will not communicate with them unless it is written in email or text. I don't want any mis understanding.

Sincerely,

****** ****
Business Response
Date: 01/09/2025
January 9, 2024

Better Business Bureau
Online Complaint

No: 22690748
Re: ****** ****

Dear ********************** correspondence is in response to a rebuttal complaint filed by ****** ****. In his complaint, he states that he prefers written communication via email or text to avoid misunderstandings regarding his previous complaint related to issues with the Cricket Wireless website and app, which resulted in a $15 activation fee charged. ******* mentions that he has been a long-time customer but feels that ********************** does not care about addressing his concerns, leading to his decision to discontinue business with the company.

We attempted to contact ******* on December 16, 2024, but were unsuccessful. On December 17, 2024, he replied to one of our e-mails stating that he was overcharged and requesting a refund, we replied to his e-mail and assured him that we want to resolve his concerns; however, before we can open his account to investigate his concerns,we must authenticate his Cricket Wireless account as part of our security and privacy policy, which must be completed through a phone conversation. We attempted to contact Mr. **** again on December 19, and 23, 2024, but unfortunately,we were still unsuccessful.

On January 3, 2025, Mr. **** responded via e-mail stating that he would not communicate with us via phone call to avoid any kind of confusion regarding his case.

We respectfully request that this case be closed, as Mr. **** has confirmed he does not want to complete the authentication of his Cricket Wireless account during a phone conversation.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 01/09/2025

Complaint: 22690748

I am rejecting this response because: I gave them all verification that was ever asked of me. I also tried to talk with them over the phone and got nowhere. This is why I will not talk to them. I don't want any confusion or he said she said going on. This way it is in black and white and everyone is knowledgeable about how they are going to handle it.

Sincerely,

****** ****
Initial Complaint
Date:12/14/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have four lines on my account with them two of them have not been able to connect to the hotspot for the last 4 months which I pay for each month. I have contacted customer support and gone through every step they've told me to do to try to reconnect to their Network which has been on successful they advised I take both phones into a store for them to be looked at which I did and the store told me it seems that my SIM cards have gone bad and I need to replace them. Which I said I would do and then I was told I would need to pay for them but would not be reimbursed for the hotspot that I have not been able to use. I'm not going to pay for new SIM cards because their product went defective and yet they're still billing me as if I'm using their product! I want new sim cards for both phone lines and to be reimbursed for the last 4 months of hotspot that is not been able to be used on each of those lines. The phone lines in question and in 1030 and 9101
Business Response
Date: 01/06/2025
January 6, 2025
??
Better Business Bureau?
Online Complaint??
??
No: 22688411
Re: ***** ******

Dear ****************************** correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** states that she has four lines on her Cricket Wireless account, two of which have been unable to connect to the hotspot for the last four months, despite her continued monthly payments. After following all troubleshooting steps provided by customer support, she was advised to visit an authorized retailer, where it was determined that her SIM cards had gone bad and needed replacement. However, she was informed that she would have to pay for the new SIM cards and would not be reimbursed for the hotspot service that she has been unable to use during this period. She is requesting new SIM cards for both phone lines and reimbursement for the last four months of hotspot service that has not been accessible.
We contacted Ms. ****** on December 17, 2024, to discuss her complaint; however, the conversation ended before we could authenticate her account, investigate her concern and provide the necessary assistance to resolve it. We tried to contact her the same day but were unsuccessful. We attempted to contact her on December 20, 2024, but we were unsuccessful. We contacted Ms. ****** again on December 23, 2024, but she ended our conversation by stating that she would like to discuss her case via email only, leaving us unable to authenticate her account to further investigate her concern.
We emailed Ms. ****** on December 26, 2024, and assured her we want to assist her and resolve her concern. We explained to her that to investigate her concern and share our findings, we must authenticate her Cricket Wireless account as part of our security and privacy policy. The authentication process must be completed through a phone conversation, which helps protect her account information. Once the authentication over the phone is completed, we shared with her that we will be able to communicate with her via email with any information related to her case.
Should Ms. ****** still require assistance, she may contact ********, Cricket Wireless Office of the ********* Manager, at ************.

Regards,

??
Cricket Wireless ?
Office of the *********??
***************************************** NE?
*******, ** 30319

Customer Answer
Date: 01/06/2025

Complaint: 22688411

I am rejecting this response because the rep ******** that called me told me she doesn't understand why I filed a complaint with the Better Business Bureau and didn't come directly to them which I advised her I have tried that several times and I've gotten nowhere after spending over an hour each time discussing the situation. I told her I simply need the two SIM cards that they say is their property that no longer works correctly in my phone's that I pay for each month to provide a service for to be replaced at no charge to me since I've continued to pay my monthly bill even though I'm not getting all of the uses I'm supposed to out of it at that point she told me shut up stop talking and I need to just do what she says. I informed her that's not proper customer service and I was not going to speak with her since that is how she came at me told her she could email me or another representative could call me but I would not deal with her any longer. She sent another email saying I have no choice but to deal with her and only via phone, that doesn't work somebody else needs to be involved and she needs to be taken out of the equation
Sincerely,

***** ******
Business Response
Date: 01/31/2025
January 31, 2025

Better Business Bureau
Online Complaint

No: 22688411
Re: ***** ******

Dear ****************

This correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** expressed frustration regarding a conversation with a representative, who questioned why she filed a complaint with the Better Business Bureau instead of addressing the issue directly with them. Ms. ****** indicated that she had attempted to resolve the matter multiple times, spending over an hour each time without satisfactory results. She requested the replacement of two *** cards, which she believes are defective, at no charge, as she continues to pay her monthly bill despite not receiving the full service. Ms. ****** reported that the representative she spoke to, was unprofessional, and that allegedly told her to "shut up" and insisted that Ms. ****** only communicate with her via phone, which she found unacceptable and requested that another representative be involved.

We contacted Ms. ****** on January ******** to discuss her rebuttal. We apologized for the bad experience she had and assured we would escalate this with the executive leadership team to further investigate this matter and take appropriate actions. We explained we would send the *** kits she is requesting and then we would test the services. We confirmed the shipment address and explained we would call back once the *** kits are delivered.

On January 25, 2025, we reached out to Ms. ******* and she explained that one of her lines was not showing service at all. After performing multiple troubleshooting on the line, we could not fix it and explained we would escalate the issue with our tech support team and would follow up to confirm that the service is working as expected.

On January 30, 2025, we contacted ********* and she confirmed that the issues she had reported were resolved and now all the services are working as expected. Additionally, we explained that we had applied a courtesy credit for the inconvenience and provided her account balance and due date. Ms. ****** confirmed that no additional assistance was required from Cricket Wireless.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
******** ********
Customer Answer
Date: 01/31/2025

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,

***** ******

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