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

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

  1100 S 14th St Kingsville, TX 78363-6353

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  Cricket Wireless, LLC

  12018 W 95th St Lenexa, KS 66215-3803

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:12/14/2024

  Type:Product 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 December 11 I received a notification text from Cricket Wireless that my montly payment would be charged to card ending in 7562 on December 13. I disabled the auto-pay on the account on December 12. My card was charged. On December 14 I contacted Cricket Wireless customer service through the ********************** app on my phone and spoke with ******** I asked why my card was charged after I disabled the auto-pay on my account, and the **** told me my card was pre-charged on December 11. I was trying to close the account and transfered the other phone numbers. I acted in good faith that the text message notification of the upcoming charge on December 13 was accurate and I made the decision to disable auto-pay on my account on December 12 and falsly believed my card would not be charged. I asked the **** for a refund and to delete my account and the **** asked me to rephrase my inquiry. I then asked for an agent specific ID to use in a complaint for BBB and the *** and the agent disconnected the chat. The action I want from Cricket Wireless is to refund my $60 and delete my account.

  Business Response

  Date: 01/06/2025

  January 6, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: ********
  Re: ******* ****
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ******* ****. In his complaint, Mr. **** states that on December 11, 2024, he received a notification from Cricket Wireless indicating that his monthly payment would be charged to his card on December 13, 2024.After disabling Auto Pay on December 12, 2024, Mr. **** states he was surprised to discover his card was still charged. Upon contacting customer service on December 14, 2022, he was informed that the charge had been pre-processed on December 11, 2024. Mr. **** requested a refund and account deletion, but the representative asked him to rephrase his inquiry and subsequently, his chat was disconnected. Mr. **** is seeking assistance with a refund of $60 and the deletion of his account.
  
  We contacted Mr. **** on December *******, to discuss his complaint. After reviewing his account, we discovered four of his five wireless numbers were ported to another carrier on December *******. In addition, we found one line remained active on his account and Auto Pay processed a payment on December 12, 2024, before Mr. **** requested the removal of his automatic payment. On December 14, 2024, his last wireless number was transferred to another service provider.
  
  Although Cricket Wireless does not offer refunds for services paid, as an exception, we processed a payment reversal for his last transaction and informed him that it would be reversed to the original payment method used. Lastly, we recommended that he allow 3 to 5 business days for the refund to be reflected in his financial account. Mr. **** confirmed that he did not have any other questions or concerns regarding his case.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********

  Customer Answer

  Date: 01/07/2025

   
  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.
  

  Attn: Cricket. Thanks so much for your attention to this matter and the resolution you were able to provide.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:12/14/2024

  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 wireless said I was declining the charge. I Tried to called and never received anyone. I called today and after over an hour I was able to get though with multiple hangups on their end.They also said I never tried to call and that was a lie.

  Business Response

  Date: 01/03/2025

  January 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No:22687319
  Re:***** ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ********. In his complaint, Mr. ******** states that Cricket Wireless claimed he was disputing a charge, despite his attempts to reach out for clarification. He states he called multiple times to the Cricket Wireless customer care center but faced difficulties, including long wait times and multiple hang-ups on their end. He states he was informed that he had never attempted to call, which he asserts is untrue. Mr. ******** is requesting assistance to resolve this issue.
  
  We contacted Mr. ******** on December 23, 2024, to discuss his complaint. After reviewing his account, we found the reason for his last two failed payments was due to his card being declined and we confirmed he had paid a reactivation fee to restore his service. We explained to Mr. ******** that Cricket Wireless values its customers and does not block payments intentionally. We recommended him to contact his financial institution for additional information on the payment failure.
  
  Although Cricket Wireless is a non-refundable company, we offered Mr. ******** a courtesy credit, to be applied to his Cricket Wireless account for the reactivation fee he paid. He agreed with the offer, and the credit was applied to his account. We shared with Mr. ******** alternate options for processing payments, including MyCricket, the Cricket Wireless website, the automatic phone system, the Cricket Wireless customer care center,and Auto Pay.  
  
  Lastly, we explained the option to manage his account online or through the app to confirm his payments. We informed Mr. ******** that he would always receive an SMS confirming the successful payment and/or transaction. Mr. ******** confirmed he did not have any other questions regarding his complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President 
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:12/13/2024

  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 called Cricket 611 because I am extremely and increasingly heavy load of spam calls. As many as 25 calls per hour. It has increased since covid, but this last year has been totally unbearable. The minute I hang up with one call, another spam call comes in. I explained this to the agent and he told me to sign up with the hiya app as it was cricket approved. He said that the app would block all spam and other calls that are not originating from within *****************. He said the hiya app would spam and other calls that were deemed to be spam, technical marketing, ***! This app did not work and I'm looking for a cricket to please help me stop all the spam from reaching my home. Thank you!

  Business Response

  Date: 12/26/2024

  December 26, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22685272
  Re: ********* ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ********* ******. In Mr. ******** complaint,he expressed his frustration regarding an overwhelming number of spam calls,receiving as many as 25 calls per hour, which has worsened since the onset of COVID-19. He mentioned that after contacting Cricket Wireless' customer service, he was advised to use the Hiya app, which was said to block spam and calls not originating from within *****************. However, Mr. ****** found that the app did not effectively address the issue, and he is seeking further assistance from Cricket Wireless to stop the incessant spam calls reaching his home.
  
  We contacted Mr. ****** on December 16, 2024, to discuss his complaint. After reviewing his account, we found the feature Cricket Call Defense is enabled on his device, which helps to reduce the amount of spam and telemarketing calls received on his device. ********** device has a third-party application that helps identify and block unwanted, fraudulent calls, robocalls, and texts. Additionally, we recommended him to do a phone number change free of charge, but he declined as he does not want to be assigned with a new number.
  
  Lastly, we advised and reinforced Mr. ****** with the usage of HIYA and to place his number on the Do Not Call Registry, which will help to stop most telemarketing and unwanted sales calls, but not all.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 12/28/2024

  
  Complaint: 22685272
  
  I am rejecting this response because:
  
  - my number is already listed on the federal Do Not Call Registry. Cricket was advised to this and ignore this when writing their to my complaint
  
  - Cricket did offer to change my number, but when asked would the new number have the same problems as the old number, is that number tested did not have problems with spam, they said no and they would not know that until I got the new number.
  
  - The number I currently have is a Personalized number that I purchased Period It wasn't a free number That I received from cricket. I asked if they would reimburse me for the cost of getting a new number, and they declined. They are not addressing this issue therefore.
  
  - I asked him what would happen to my number that has chronic spam problems. They said it would be given to the pool of available numbers, and that somebody would be able to select it at another time for their use. I asked them if they would stop the spam phone calls from happening to that number so that the next person wouldn't have a problem. They said no. This told me that even getting a new number from cricket, would probably have its own problems, although I am getting 20 calls per hour during peak times that are spam. The vast majority of my inbound calls are spam.

   

  - the hire app does give me notice that the spam calls are suspected spam, but so did the phone app that came with my phone that I purchased from cricket. This app really does nothing other than notify, it does not stop spam calls. In the letter they said it notified and prevented spam calls from coming in, but it is not preventing spam calls from ringing through on my phone. Cricket, you need to be honest when you replying back to a Better Business Bureau complaint.

   

  All in all, cricket did not want to deal with this issue and merely gave me token responses which were not the answer. I am asking for the Better Business Bureau to reject their response and that they did not satisfactorily respond to my complaint, as they do not want to address or solve the problems in my complaint.

   

  Thank you BBB for your assistance.!
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 01/03/2025

  January 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22685272
  Re: ********* ******
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ********* ******. In Mr. ******** rebuttal, he expressed concerns regarding persistent spam calls despite his number being listed on the federal Do Not Call Registry.He noted that while Cricket Wireless offered to change his number, they could not guarantee that the new number would not encounter similar issues.Additionally, Mr. ****** highlighted that his current number is a personalized one he purchased, and he requested reimbursement for a new number, which Cricket Wireless declined. He also raised concerns about his current number,which would be reassigned without measures to prevent future spam calls for the next user. Furthermore, Mr. ****** indicated that the spam call notifications provided by the app were insufficient.  
  
  We contacted Mr. ****** on December 16, 2024, to discuss his original complaint.After reviewing his account, we found the feature Cricket Call Defense is enabled on his device, which helps to reduce the amount of spam and telemarketing calls received on his device. Mr. ******* device has a third-party application that helps identify and block unwanted, fraudulent calls, robocalls, and texts. Additionally, we recommended him to do a phone number change free of charge, but he declined as he does not want to be assigned with a new number.
  
  On January 2, 2025, we contacted Mr. ****** to discuss his rebuttal.We reinforced that the phone number change would be free of charge due to the inconvenience with his current number. He declined our offer again as he does not wish to be assigned with a new number. Additionally, we reinforced that Cricket Call Defense is enabled and the usage of third-party apps that helps identify and block unwanted calls, robocalls, and texts.
  
  We respectfully request that this complaint be closed as we are unable to further assist Mr. ***************************
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22685272
  
  I am rejecting this response because:

  The Cricket Wireless agent contacted me, not to solve any problems, but so they can mark it down that they had contacted me and thus ask for this complaint to be closed. I inform the age of that none of the responses they gave in their message through the *** system, or their phone call to me, have address the problem. I'm still receiving spam calls. Furthermore, the agent wanted to and the call. I told her I found it disconcerting that Cricket Wireless does not even care that this is going on, and the fact that they don't offer to escalate my issue, or pass it on to another Department that can adequately address this issue, proves that point. Please mark this down as unsolved and an unsatisfactory response from the business. They are not even trying to address the issue. Merely saying they've called me does not constitute that they have addressed my problem. The agent clearly has not. Cricket Wireless is habitually not dealing with customer issues. This is part of their business model.

  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:12/13/2024

  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 received an iPhone on 12.3.24, started to call Cricket Support starting on 12.4.24. Needed to return phone due to the payment plan, this phone has not been taken out of the box or activated. After repeated calls, was repeatedly hung up on and never received call backs UNTIL the 9th day where return window closed.

  Business Response

  Date: 12/31/2024

  December 27, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22683878
  Re:****** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** states that she received an iPhone on December 3, 2024,and began contacting Cricket Wireless support the following day, December ******, to initiate a return due to the payment plan. She states she experienced repeated disconnections during calls and did not receive any callbacks until the ninth day, at which point the return window had closed, leaving her unable to return the unopened and unactivated device. Ms. ****** is requesting assistance to resolve this issue.
  
  We contacted Ms. ****** on December 18, 2024, to discuss her complaint. After reviewing her account, we confirmed that she received her device on December ******. We did not find interactions related to the return request on her account after the delivery of her device and found her ********************** account was canceled on December 8, 2024. We shared with Ms. ****** the Cricket Wireless Return Policy that addresses that a return request for online purchases must be made within seven days of delivery.
  
  More information can be found at: **********************************************************************************************.
  
  As Ms. ****** had exceeded this timeframe, we informed her that we could not assist with the return. She understood the situation and confirmed that she had no further questions to Cricket Wireless regarding her case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President  
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22683878
  
  I am rejecting this response because:
  After asking for clarification on the fact I was not able to return the item due to needing assistance, there was zero reasoning as to why my phone calls were being disconnected or never receiving a call back after they stated I would receive one. Due to me using a payment plan through Affirm for Cricket Wireless, it was stated through that company that I needed to talk to Cricket Wireless customer support for additional help on how to get that payment plan cancelled. Hence, why I repeatedly called Cricket Wireless to try to receive said help. It is completely unfair as a customer with this company for almost a decade that my calls were disconnected multiple times and received no help until after the return window closed which is just extremely interesting timing. **************** provided no help nor did the office of their President from whom I received a call back from after this complaint. This seems like a shady business practice, it is extremely disappointing and is precisely why I switched over to a new carrier. 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/06/2025

  January 5, 2025
  
  Better Business Bureau
  Online Complaint
  
  No:22683878
  Re:****** ******
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal complaint filed by ****** *************** her rebuttal, Ms. ****** states she was unable to return an item due to a lack of assistance, as well as the repeated disconnection of her phone calls and failure to receive promised callbacks from Cricket Wireless. She states that,due to her payment plan with Affirm, she required guidance from Cricket Wireless to cancel it, which led to her numerous attempts to seek *************. ****** highlighted the unfortunate timing of her phone calls being disconnected after the 7-day return window closed and expressed disappointment in the lack of support from Cricket Wireless customer care center and ********************** Office of the President, ultimately leading her to switch to a new carrier.
  
  We contacted Ms. ****** on December 18, 2024, to discuss her initial complaint. After reviewing her account, we confirmed that she received her device on December ******. We did not find interactions related to the return request on her account after the delivery of her device and found her ********************** account was canceled on December 8, 2024. We shared with Ms. ****** the Cricket Wireless Return Policy that explains that a return request for online purchases must be made within seven days of delivery.
  
  More information can be found at: **********************************************************************************************.
  
  As Ms. ****** had exceeded this timeframe, we informed her that a return is no longer granted. She understood the situation and confirmed that she had no further questions to Cricket Wireless regarding her case.
  
  We respectfully request that this case be closed, as we are unable to further assist Ms. ***************************
  
  Cricket Wireless
  Office of the President  
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:12/12/2024

  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.

  On October 30th 2024 I purchased a phone on Cricket's website using a payment plan through *********. On that day I paid $46.20 down. On November15th, 2024 they still hadn't processed my order so I cancelled the order and asked for a refund of $46.20, they said it could take up to three weeks to receive it. As of today it has been 4 weeks and no sign of a refund.

  Business Response

  Date: 01/03/2025

  January 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No:22680212
  Re:**** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ****. In his complaint, Mr. **** stated that on October 30, 2024, he purchased a wireless device on the ********************** website using a payment plan through Affirm,paying a down payment of $46.20. However, by November 15, 2024, his order had not been processed, leading him to cancel the order and request a refund of the initial payment. Mr. **** was informed that the refund could take up to three weeks to process, but he still has not received his refund.
  
  We attempted to contact Mr. **** on December 21, 24, and 27, 2024 but were still 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:12/12/2024

  Type:Product 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.

  The date of the transaction was November 20, 2024. I went into the store to purchase a ******* S24 phone. My ONE criteria was for a phone that has wireless charging. My last two phones died because the charging port failed. I was talked into a ******** Moto G 5G phone. I was told the Moto G 5G phone had wireless charging. I purchased a charger from ******. The charger didn't work. I then purchased a wireless charger from ********. That charger didn't work (I am still waiting for a refund). I spoke to a ******** representative and was told the phone did not support wireless charging. The various delays exceeded the 7 day return policy. I was sold a phone under false pretenses. I am in the process of seeking both criminal and civil actions.

  Business Response

  Date: 01/06/2025

  January 6, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22677848
  Re: ****** ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ********. In his complaint, Mr. ******** states that on November 20, 2024, he visited a Cricket Wireless authorized retail store and purchased a ******** Moto G 5G phone under the belief that it supported wireless charging, a feature he specifically required due to previous issues with charging ports on his last two devices.After purchasing two different wireless chargers, both of which failed to work,Mr. ******** learned from a ******** representative that the Moto G 5G does not support wireless charging. Unfortunately, the delays in resolving this issue exceeded the 7-day return policy, leading him to feel he was sold a device under false pretenses, prompting him to consider both criminal and civil actions.
  
  We contacted Mr. ******** on December 31, 2024, to discuss his complaint. After reviewing his account, we confirmed that his device is not compatible with a wireless charger. Although Mr. ******** device does not qualifies for the 7-day device return policy, we offered him the option to return the device and a refund for the amount paid. Mr. ******** agreed.
  
  On January 03, 2025, we provided Mr. ******** with the return label information to send the device back to our warehouse. Additionally, we informed him that the refund for his device was initiated, and we advised him to allow 10 business days to receive the refund check to his mailing address.
  
  Lastly, we want to assure Mr. ******** that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service in every interaction. We have shared his experience with the executive leadership team of that store location and want to assure him that they will investigate further with the store manager and representatives.
  
  
  Regards,
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 01/06/2025

   
  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:12/11/2024

  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.

  12/04/2024 Amount of $70.59 ************************************ The Problem is That they want to charge me Double for the plan and Number change fee

  Business Response

  Date: 01/03/2025

  January 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22675440
  Re: ***** ********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ******** states that her concern is regarding a charge of $70.59 for services provided by Cricket Wireless. She specifically highlights an issue where she was informed that she would be charged double for her plan and a number change fee. Ms. ******** seeks clarification on these charges and a resolution to her concerns.
  
  We contacted Ms. ******** on December *******, to discuss her complaint. Ms. ******** explained the issue was with her sons wireless account. Before we could authenticate her sons account, our call was disconnected. We attempted to contact her again, but we were unsuccessful.
  
  We attempted to contact Ms. ******* on December 20, and 23, 2024 but were still unsuccessful. To investigate Ms.Thompsons 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:12/11/2024

  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.

  I purchased an ATT tablet for my granddaughter in May 2024 and took it to the local Cricket Wireless (Oneonta, **) to get a *** card for it - paid for the *** and the activation fee. The manager at the time (**** - he is gone now thankfully) broke the *** card slot by putting the incorrect *** card into it, the tablet no longer worked via DATA so I promptly cancelled the line via online chat; the number for that tablet is ************. The design of the website changed as we used to be able to see the available lines on the pay the **** ****, well that is no longer you have to actually go into the billing and scroll through the entire bill and I saw I was still being charged $15 a month for a tablet that had a broken *** card slot and you can check to see no data was ever used on the tablet due to the damage **** created. Of course we can't suspend the line or cancel online we have to jump through hoops with customer service, which is why I used the online chat - live person not the automated chat. I have paid $120 (8 months of service - May -Dec - will be paying my next bill soon so including December in that amount) for a tablet that I thought was canceled, I want that line cancelled and a refund credit to my account for May-December. I didn't pursue the issue with the tablet being broke by the store as it's still okay to use with ****, another associate was aware it was broke by the manager. I am not asking a refund for the activation fee or the cost of the *** (tablet either), although I should, just from being charged for that tablet line that I cancelled. Maybe go back to the old display with the numbers in a list on the pay the **** ****??

  Business Response

  Date: 01/02/2025

  January 2, 2025
  
  Better Business Bureau
  Online Complaint
  
  No:22670754
  Re:********* *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ********* *******. In his complaint, Mr. ******* states that he purchased an AT&T tablet for his granddaughter in May 2024, which was taken to a local Cricket Wireless store for a *** card activation. Mr. ******* adds that the Cricket Wireless store manager incorrectly inserted a *** card, damaging the *** card slot and rendering the tablet inoperable. He then contacted online chat support to cancel the wireless line but recently found he was charged $15 monthly for eight months, totaling $120, even after he could not use the tablet. ********** is requesting the cancelation of the wireless line and a refund for the charges incurred from May to December 2024.
  
  We contacted ******* ******** on behalf of Mr. ******* on December *******, to discuss his complaint. After reviewing his account, we confirmed he had requested the cancelation of the wireless line on June 20, 2024, and found this request was scheduled to be effective at the end of his bill cycle. We explained to Ms. ******** that when they requested to update the information of one of his wireless devices on June 21, 2024, the scheduled cancelation was removed, resulting in continued monthly charges.
  
  We also confirmed that the wireless line was fully canceled on December 11, 2024, and acknowledging Mr. ******** initial cancelation request in June 2024, we applied a credit to his wireless account. Ms. ******** confirmed she was satisfied with the resolution provided and shared she did not need additional assistance.
  
  We thank them for their business with Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:12/10/2024

  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.

  I paid my phone bill on my step dad's account that we share and also bought $20 Hotspot. He has suspended my number and I can't use my phone as it is turned off even though I just paid my bill. I've been trying to reach someone for 3 days but no one ever answers. I want either a refund or for my number to be put on my own account so he can't suspend my number and I can use my phone.

  Business Response

  Date: 12/26/2024

  December 24, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22670164
  Re: ******** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******** ******. In his complaint, Mr. ****** states that he paid his phone bill on his stepfather's wireless account, which they share,and purchased a $20 mobile hotspot. However, his stepfather has suspended his number, rendering his device unusable despite the recent payment. He has been attempting to reach Cricket Wireless customer care department for three days without success. Mr. ****** is seeking either a refund or the transfer of his number to his own account to prevent further suspensions.
  
  We attempted to contact Mr. ****** on December 11, and 13, 2024, to discuss his complaint, but were unsuccessful. On December 13, 2024, Mr. **** reached out to us to discuss his complaint. ********* did not have any information to authenticate the Cricket Wireless account,and he confirmed that he is not the account holder, we informed him that before we can open his account to investigate his concern and share our findings with him, we must authenticate his Cricket Wireless account as part of our security and privacy policy. After explaining this information, the call was dropped. More information about account access can be found at ******************************************.
  
  We attempted to contact Mr. ****** again on December 17, 20, and 23, 2024, but were unsuccessful. We want to assure Mr. ****** that we aim to assist him with his concerns; however, we need to be able to communicate with him and authenticate his Cricket Wireless account. Should Mr. ****** still require assistance with his concern, he may contact *********, Cricket Wireless Office of the ********* Manager, at *************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:12/09/2024

  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.

  bought cricket phone a few months ago android - ported number out to ****** voice was told to call back for another number its prepaid phone. Today I come into cricket because my main phone is broken and the young man was incredibly rude he said that i owed 90 dollars to activate which according to my research just getting a new number for the phone that i already paid to hae activated was free, i was told this online by cricket customer service. He then knocked it down to 70 and i then asked fo ra receipt he refused any paperwork or recepit instead i got a text saying 68 dollars had been added to my account and i would owe 90 today, meaning the 68 was just him taking my money. I had to push to even get the card that u pop the sim out of, i then left the phone in a lyft and since i dont know the number and he deleted my cricket account i assume tp cover his tracks i have no way of telling lyft because i cannot provide the phone or email it has sensitive data on it because i hadnt done a lock yet. I want my 68 dollars back and if i lose the phone that ***** but they need to give me an account and provide me with the phone number so i can investigate asap

  Business Response

  Date: 12/27/2024

  December 24, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22659103
  Re: ******* *****
   
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** states she purchased a Cricket Wireless device a few months ago and ported her wireless number to ****** Voice. She states she went to a Cricket Wireless authorized retail store where she sought assistance with her prepaid device after her main device broke. She states she was informed by a Cricket Wireless authorized retail representative that she owed $90 to activate a new wireless number, despite her understanding from online customer service that this should be free. Ms. ***** states the Cricket Wireless authorized retail representative later reduced the amount to $70 but refused to provide a receipt, instead sending a text message indicating that $68 had been added to her account, leaving her confused about the charges.Additionally, she states that after leaving the Cricket Wireless authorized retail store, she lost the device in a lyft, and since her Cricket Wireless account was deleted by the representative, she is unable to retrieve her wireless number or access her account to report the loss. She is requesting a refund of the $68 and the restoration of her account information to facilitate her investigation.
  
  We attempted to contact Ms. ***** on December 11, 13, and 16, 2024 but were unsuccessful. To investigate Ms. ****** concerns, we need to be able to communicate with her. Should she still require assistance, she is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********