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

  16901 Torrence Ave STE A & B Lansing, IL 60438-1013

• 

  Cricket Communications, Inc

  1816 E Charleston Blvd Las Vegas, NV 89104-1951

• 

  Cricket Wireless, LLC

  1819 Maplewood Commons Dr Saint Louis, MO 63143-1000

• 

  Cricket Wireless, LLC

  1837 Homer M Adams Pkwy STE E Alton, IL 62002-5665

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:12/09/2024

  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.

  I purchased a phone from them in July 2024 it was not financed when I tried to change phones company cricket locked my phone so I would not be able to use it with any other company so although I paid cash for my phone theyre telling me that unless I pay for another month service I cant use my phone

  Business Response

  Date: 12/30/2024

  December 30, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22659840
  Re: ******* *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** states that she purchased a Cricket Wireless device in July 2024, which was not financed. However, when she attempted to switch to another service provider, she states Cricket Wireless locked her device,preventing her from using it with any other service provider. Ms. ***** states she has paid cash for her device, and she was informed that she must pay for an additional month of service to unlock it.
  
  We contacted Ms. ***** on December 17, 2024, to discuss her complaint.After reviewing her account, we discovered that her wireless device was already unlocked on December 9, 2024, through our customer care line as an exception since she had used the device with the ********************** network for five months.
  
  We requested Ms. ***** to reboot her wireless device to complete the unlock process, and she confirmed she did not have any other questions regarding her case.
  
  
  Regards,
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:12/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a reservist gotten activated to deploy on active military orders. I submitted my military documents to have my handset unlocked so i can use it with a foreign sim during deployment.Cricket office of the president through the support, contacted me stating they cant find my name in the **** database and therefore they are not able to unlock. I am deploying tomorrow, and I notified my chain of command to file my documents for name to go to ****, however due to my just getting on active duty, this will take several weeks. However I am deploying tomorrow. Cricket Policy states this on their website dated May 17, 2024: "Consistent with this Device Unlock Policy, Cricket will unlock one (1) device for active and deployed military personnel who are unable to meet the six (6) month service requirement, provided that all other unlock requirements are met and Cricket is provided with acceptable deployment verification." I have provided Cricket with acceptable documents and unfortunately they are still refusing to unlock my device.I am asking ******************** to assist me to unlock my handset as I have provided as per Cricket Policy above all the documentations. Very respectfully, MAJ ***** *********. Cell # ************ My Account PIN ****.

  Business Response

  Date: 12/26/2024

  December 23, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22656335
  Re: ***** *********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *********. In his complaint, Mr. ********* asserts that as a reservist activated for deployment on active military orders, he submitted the necessary military documents to unlock his wireless device for use with a foreign SIM. Despite providing acceptable documentation, Cricket Wireless' Office of the President informed him that they could not locate his name in the **** database, preventing the unlock. He has notified his chain of command to file his documents for **** registration, but this process will take several weeks, and he is deploying the following day. Mr. ********* is requesting a resolution to his case, as he has attached the necessary documentation for his military deployment to support his request.
  
  We contacted Mr. ********* on December 6, 2024, to discuss his complaint. After reviewing his account and **** information, we advised him to enter his information in the Servicemembers Civil Relief Act Website (****); we informed him that we had submitted a ticket to our back-office support team to assist with his unlock request and scheduled a callback.
  
  On December 9, 2024, we informed ************ that our case team attempted to contact him without success and the results of the ticket indicate that they could not confirm that he is an active member on duty, as he seems not to be deployed. After reviewing the **** information of his device, we found that it has only been used with an active Cricket Wireless line for 5 days; therefore, we explained to him that the device he has requested to be unlocked does not meet the requirements of the Cricket Wireless Unlock Policy. Cricket Wireless unlock policy can be found at:? ****************************************************************************************.
  
  We processed a return for ************ for his device, we sent a shipping label to his email address that he used to return such device. Additionally, we processed a refund via check and advised him to allow ***** business days to receive it as he agreed.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:12/06/2024

  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 purchased a ******** 5g 2023 a flip phone from Cricket this particular phone is -laced in they stores for sale but the phone has a defect. I have brought 2 of these because when you purchase a phone from cricket even the the phone is a bad model they wont take it back only hold you to the same phone. I called them on 12/03/2024 informing them that my phone was malfunctioning (the scream went out) I was told to send my phone into the and they would send me out another 1 so I did on the same date. I was told I should receive the new phone by 12/05/2024 but didnt when I called them I was told they received the phone but havent sent out a replacement. I was totally disrespected by the customer service department I was refused to speak with a supervisor and hung up on twice I want my money back for the $900.00 phone I purchased my phone number with cricket is ************ which is suspended at this point please help

  Business Response

  Date: 12/30/2024

  December 30, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22647172
  Re:****** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *******. In his complaint, Mr. ******* states that he purchased a ******** 5G 2023 flip phone from Cricket Wireless, which he later discovered to have a defect. After reporting the malfunction on December 3, 2024, Mr. ******* sent the wireless device in for a replacement, which was promised by December 5, 2024. However,upon following up, he was informed that while they received his wireless device, a replacement had not yet been sent. Mr. ******* expressed frustration over his treatment by Cricket Wireless customer service, including being denied the opportunity to speak with a supervisor and being disconnected twice. ********** is now seeking a refund for the $900.00 phone, and his wireless line with Cricket Wireless, which is currently suspended.
  
  We contacted Mr. ******* on December 19, 2024, to discuss his complaint.After reviewing his account, we found that he had already replaced his ******** Razr twice as he continued to experience device malfunctions. He shared that his current replacement is working as expected but is concerned that the same situation will happen again, and he requested to exchange his device for a different make and model or a refund.
  
  We informed him that we would replace his wireless device with a new and different device. Mr. ******* agreed to the offer. On December 21, 2024, we shared via email to Mr. ******* the tracking information of the package. On December 27, 2024, Mr. ******* confirmed that he received the new wireless device and that his services and device were working as expected. We confirmed that Mr. ******* returned the old device on December 28, 2024.
  Mr. ******* confirmed he did not have any other questions or concerns regarding his case.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:12/05/2024

  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.

  Cricket wireless still owes me $70 I don't know why they're playing they need to turn my phone number off they've had it on for 3 months now that's identity something fraud okay I want my $70 to put on my car now they already gave me my 50 today but where's the 70 I'm tired of them calling me they don't need to be calling me from *********** and all these different countries and saying they're the president and giving me all these emails from five different people

  Business Response

  Date: 12/26/2024

  
  December 26, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22647254
  Re: ***** Beauvais 
  
  
  Dear ****************** correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ************** states that Cricket Wireless still owes her $70 despite having received $50 recently. She is concerned about her phone number remaining active for three months without her consent, which she believes constitutes identity fraud. Additionally, she reports receiving numerous unsolicited calls from various international numbers, including claims from individuals purporting to be the president, and is seeking resolution to these ongoing issues.

  We contacted Ms. ******** on November 26, 2024, as we have previously received another complaint from the Better Business Bureau. She expressed her dissatisfaction with Cricket Wireless, as she was charged for wireless services she could not use. She requested an immediate refund. During the conversation, the call was disconnected. We attempted to contact Ms. ******** the same day, without success.
  Ms. ******** contacted us on November 27, 2024. After reviewing her account, we discovered she had activated two Bridge Pay extensions for $25 each on October 3, and 10, 2024. However, her account was suspended on October 18, 2024, due to a missed Bridge Pay commitment. She processed a payment of $70 to restore her service. Although Cricket Wireless does not provide refunds, we made an exception for *********** and refunded a $50 payment to the card she used.

  We attempted to contact Ms. ******** on December 5, 6, and 9, 2024 to confirm the refund of $70 would be returned to her as a check since it was processed as a cash payment, but we were unsuccessful. Ms. ******** responded by email stating she no longer wants to receive a paper check.
  
  Regards,  
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  Date:12/04/2024

  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 November 7, 2024 I purchased a used I-phone 12 that was a display model. The phone was paid in full for a total of $703.63. When I got home, I noticed that the receipt listed a Party Speaker model CH-6601 PULSE 6.5 CASKMH000764 instead of an I-phone. I tried to go back to the business and ask them to provide the correct information for the receipt, but I was denied the request. The employee named ******* asked us for our personal email address in order to send us a corrected receipt. We received a fictitious receipt from the email ****************** I went to a different Cricket Wireless location to verify because ******* did not want to help us anymore. I was informed at the second location that the first location provided a fraudulent receipt. I was also informed that I overpaid for the used I-phone. I also found that the I-phone has been blacklisted and I cannot register the cell phone anywhere else because it shows as if it has not been paid in full.

  Business Response

  Date: 12/24/2024

  December 24,2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22625187
  Re: ****** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** *******. In her complaint, Ms. ******* details that on November 7, 2024, she purchased an iPhone 12, which was a display model, for $703.63; however, the receipt showed a Party Speaker. After attempting to rectify the issue at the original location, she was denied assistance by an employee named ******* and was sent a fictitious receipt via e-mail. Upon visiting a different Cricket Wireless authorized retail store, she learned that the first location had issued a fraudulent receipt and that she had overpaid for the iPhone, which has been blacklisted,preventing her from registering the device elsewhere. Ms. ******* is requesting assistance to resolve this issue.
  
  We contacted Ms. ******* on December 6, 2024, to discuss her complaint. We apologized to her for the inconvenience she experienced receiving the incorrect receipt. After reviewing her account, we informed her that we would need to conduct an in-depth investigation and committed to contacting her after the investigation was completed.
  
  On December 12, 2024, we shared with Ms. ******* that the outcome of the investigation confirmed that the receipt she received via e-mail was legitimate. After reviewing the **** information of her device, we confirmed that her device is not blocklisted, we explained to her that the device she has requested to be unlocked does not meet the requirements of the Cricket Wireless Unlock Policy. Cricket Wireless unlock policy can be found at:? ****************************************************************************************.
  
  Lastly, we shared with Ms. ******* that we escalated her feedback to the leadership team that works directly with the store's management team, and they would complete an internal review. Ms. ******* confirmed she did not have any other questions regarding her case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:12/03/2024

  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 tried paying for my ************* (Cricket) and the employee asked me to pay him with ***** because he made a mistake and marked my account as paid in cash. I paid him and my account is still due, so my service will be disconnected. I got scammed and customer service said its not their responsibility and they cant do anything about it. The employees name was ******* and he was joined by a bearded older gentleman that was helping him but I didnt get his name. This happened at the Cricket store on ************************** by ****

  Business Response

  Date: 12/16/2024

  December 16, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: Claim Number
  Re: ****** ****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** ****. In Ms. ****** complaint, she reported an incident at the Cricket Wireless authorized retail store on *********************, *****, where the sales representative requested a payment to be submitted via ***** after mistakenly marking her account as paid in cash.Despite her payment, Ms. ****** account remains due, putting her service at risk of disconnection. Ms. **** expressed frustration as customer service indicated they could not assist her in resolving this issue.
  
  We contacted Ms. **** on December 10, 2024, to discuss her complaint. Ms. **** mentioned she did not feel safe with the store representative asking her to process the payment to the sales representatives personal account. She went to the store to process the payment of her monthly bill and was looking forward to paying with a card.However, the sales representative mistakenly marked the payment with cash. The store provided the option to send the payment to a personal account and explained they would take care of it. She did not agree with this practice.
  
  We confirmed with Ms. **** we have escalated her experience to our executive leadership for this store location and assured her they will investigate further internally with the store manager and representatives. We offered her a courtesy credit for any inconvenience that this caused. Ms. **** confirmed she was satisfied with the resolution provided to her and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

  Customer Answer

  Date: 12/16/2024

   
  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:12/02/2024

  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.

  I have been a subscriber of Cricket Wireless for over 9 years. The company charges me $30 each month in advance as monthly fee. Because of deterioration of the quality of company's mobile phone service and frequent dropped calls, I switched to a different wireless phone carrier on 12/1/24. Cricket Wireless last charged me $30 as monthly fee for the period 11/15/24 to 12/15/24. Because the service ended on 12/1/24, I requested refund of $15 as the portion of payment for which the provider has not provided service. Cricket Wireless refused.

  Business Response

  Date: 12/23/2024

  
  December 23, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22628928
  Re: ******* *****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ******* *****. In his complaint, Mr. ***** states that after being a loyal subscriber of Cricket Wireless for over nine years, he switched to a different wireless carrier on December 1, 2024, due to a decline in service quality and frequent dropped calls. He highlights that Cricket Wireless charged him $30 for the period from November 15, 2024, to December 15, 2024, and he is requesting a refund of $15 for the unused portion. However, he reports that Cricket Wireless refused his refund request.

  We attempted to contact Mr. ***** on December 4, 9, and 12, 2024 but were unsuccessful. To investigate Mr. ****** concerns, we need to be able to communicate with him. Should Mr. ***** still require assistance, he may contact ********, Cricket Wireless Office of the ********* Manager, at **************.
  
  Regards, 
  
  
  Cricket Wireless ? 
  Office of the *********?? 
  ***************************************** NE? 
  *******, ** 30319

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22628928
  
  I am rejecting this response because: I have been out of the country since Dec 4 and therefore could not receive phone calls from the company representative or call the company via phone. However, I replied promptly to one email message I received from the company and advised the company to propose a resolution to the complaint. The resolution I sought was a refund of $15 for service that was not provided.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/30/2024

  
  December 30, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22628928
  Re: ******* *****
  
  
  Dear ****************************** correspondence is in response to a rebuttal filed by ******* *****. In his complaint, Mr. ***** states he has been out of the country since December ******. Therefore, he has not been able to receive calls. He is requesting a refund for the services he did not use.

  We emailed Mr. ***** on December *******, and shared with him that to investigate his concerns and share our findings, we have to authenticate his Cricket Wireless account as part of our security and privacy policy. The authentication process can only be completed through a phone conversation, which helps protect his account information. He replied to our email and stated that would be able to contact us until January 2 or 3. We then explained that we would send the formal response, and he is encouraged to contact us when available at his earliest convenience. He may contact ********, Cricket Wireless Office of the ********* Manager, at **************.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the *********?? 
  ***************************************** NE? 
  *******, ** 30319

  
  

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22628928
  
  I am rejecting this response because:

  I could not reach the company at the number they have provided and there was no voicemail to leave a message. I will keep trying.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/02/2024

  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 have a phone plane with cricket wireless and in my file i have aspam risk thing turned on but i am still reciving spam risk calls comming through with different numbers when i dont want the spam risk calls i want to prosicute due to the fact is is that nne of the spam risk calls are being blocked like its supposed too

  Business Response

  Date: 12/27/2024

  December 24, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22627405
  Re: ****** ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ********. In her complaint, Ms. ******** states she has a rate plan with Cricket Wireless, specifically noting that despite having the spam risk feature activated, she continues to receive spam risk calls from various numbers. She states that these calls are not being blocked as expected. Ms. ******** is requesting assistance to resolve this issue.
  
  We contacted Ms. ******** on December 3, 2024, to discuss her complaint.After reviewing her account, we found ******************** Call Defense is enabled on her device, which helps to reduce spam and telemarketing calls. We advised *********** to download third-party applications (HIYA) that help identify and block unwanted, fraudulent calls, robocalls, and texts. We offered her a number change free of charge, which, she declined since she has had this number for a long time. 
  
  Additionally,we advised Ms. ******** to register her number with the Do Not Call Registry,which will help prevent telemarketing and unwanted sales calls. We provided her with the Do No Call Registrys contact information.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:12/02/2024

  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 November 12th 2024, I went to the cricket store located at ************************************************* Kissimmee, *** ***** to purchase an iPhone 12 that was on sale, the original price was $629.99 but the promo deal was $330.00 off, the price came to $322.49, than Ms. ***** stated that with the promo the phone came with all accessories, a screen protector, a fast charger and a case for the phone, she took everything from the shelf torn open the packages put the screen protector on the phone and the case, the total I paid was $455.58, I asked how the price got so high, Ms. ***** said well all the taxes that was why. The next day I set down and looked at my receipt and that's when I saw the charges for the accessories that Ms.***** said came with the iPhone promo, I told her that she needed to refund the cost of these 3 items $73.34, I didn't need them you said they came with the phone promo, so Ms.***** was not being truthful. I asked for a refund she refused, I asked to speak to a manager she said she was the manager, so I asked for her supervisor's name and phone number, she gave me ****** ***** but refused to give a phone number, she said he only had a personal phone number not one for work. A few days later a Lady gave me a email address, I have wrote Mr ***** twice and he hasn't responded to neither emails. So can you help me get my $73.34 back, I will let the $11.00 charge for insurance slide that she made me take on the phone that I paid in full for, she said I had to pay for insurance or no deal

  Business Response

  Date: 12/11/2024

  December 11, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22626720
  Re: ******** *******
  
  
  Dear ****************** correspondence is in response to a complaint filed by ******** *******. In Ms. ********* complaint,she details her experience on November 12, 2024, at the Cricket Wireless Authorized Retail Store, where she purchased an iPhone 12 that was advertised with a promotional deal. Despite being informed by the sales representative that the phone came with accessories, Ms. ******* later discovered charges for these items totaling $73.34 on her receipt. When she requested a refund, the store representative, who claimed to be the manager, refused and did not provide a contact number for her supervisor. Ms. ******* has attempted to reach the store manager via email twice without receiving a response, and she is seeking assistance in obtaining a refund for the accessories she was led to believe were included in the promotion.
  
  We contacted Ms. ******* on December 3, 2024, to discuss her complaint. After reviewing the account, we found that Ms. ******* activated a new device purchased at an Authorized Retail Store on November 12, 2024. She discovered that she was charged with the accessories that were promised to be included in the promo of the device she was purchasing. We explained that the Cricket Wireless Terms and Conditions of Services state that amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Full Terms and Conditions can be found at: ******************************************.
  
  We apologized to Ms. ******* and explained that even though payments are non-refundable, we made an exception for her and offered to apply a courtesy credit to cover the amount charged for accessories. Ms. ******* agreed to our offer. We confirmed with Ms. ******* we escalated her experience to our executive leadership for this store location and assured her they would complete an internal investigation.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/29/2024

  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 overcharged me for ***************** My service plan is $70 per month. I was charged $35 and $92 this month. Cricket refuses to refund me.

  Business Response

  Date: 12/18/2024

  December 18, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22617884
  Re: ******* *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* *****. In his complaint, Mr. ***** states that Cricket Wireless overcharged him for Novembers bill, as his wireless service plan is $70 per month, yet he was charged $35 and $92 during that month. ******** expresses his concerns regarding the discrepancies in billing and needs a resolution to his case.
  
  We contacted Mr. ***** on December ******, to discuss his complaint. After reviewing his account, we found that he processed a partial payment of $35 to enroll his account on ********* on November *******, his BridgePay due date was November 27, 2024, and his wireless account was suspended for non-payment.
  
  We informed him that if the second BridgePay payment is missed, a reactivation fee plus the monthly service payment will be applied to start a new billing cycle. More information about our BridgePay policies can be found at *********************************************************************************.
  
  We shared with Mr. ***** that even though payments are non-refundable, we would make an exception and initiate a refund of $35 for the difference he paid to his original payment method, but he did not accept the offer, and our call ended.He later contacted us via e-mail requesting the $35 plus $15 reactivation fee to be refunded.
  
  On December 9, 2024, we contacted ******** and informed him that we initiated a refund for $50 to his original payment method. We explained the refund process takes 5 to 10 business days to be returned. Mr. ***** confirmed he did not have any additional questions regarding his complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22617884
  
  I am rejecting this response because: i am switching carrriers.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/24/2024

  December 24, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22617884
  Re: ******* *****
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ******* *****. In his rebuttal complaint, Mr. ***** expresses dissatisfaction with the resolution provided and indicates that he is rejecting the response due to his decision to switch carriers. His original complaint states that Cricket Wireless overcharged him for Novembers bill, as his wireless service plan is $70 per month, yet he was charged $35 and $92 during that month. Mr. ***** expresses his concerns regarding the discrepancies.
  
  We contacted Mr. ***** on December ******, to discuss his original complaint. After reviewing his account, we found that he processed a partial payment of $35 to enroll his account on ********* on November 21, 2024; ********* gives 7 days of service. His BridgePay due date was November 27, 2024, and his wireless account was suspended for non-payment. We informed him that if the monthly or second ********* payment is missed, a reactivation fee plus the monthly service payment will be applied to start a new billing cycle. More information about our BridgePay policies can be found at *********************************************************************************.
  
  On December 9, 2024, we contacted ******** and informed him that we initiated a refund for $50 to his original payment method. We explained the refund process takes 5 to 10 business days to be returned. Mr. ***** confirmed he did not have any additional questions regarding his complaint.
  
  We attempted to contact Mr. ***** on December 19, 20, and 23, 2024 to discuss his rebuttal but were unsuccessful. To fully address his additional concerns for his rebuttal, we require communication with him.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22617884
  
  I am rejecting this response because: I have been cheated by Cricket on numerous occasions. As I researched my  billing history with Cricket there has been several overcharges and reconnection fees. My service was suspended just about every month since I joined Cricket Wireless. My service date was a few days before my employer pay day, which Cricket never worked with me on. They immediately disconnected service *** added on additional reconnection fees. Cricket necer offered a ***** period for wireless service. This was their way of cheating me and ither clients by adding on additional fees. I can not afford to continuesly pay extra fees every month. I normally pay my wireless a few hours after the service is cut. However, Cricket doesn't care. They are quick to tack on fees to put their loyal clients in hardship. This is why I have decided to switch carriers. If a client set up bridgepay its because of hardship. Cricket makes it hard on clients by charging another month if service if you miss the partial payment in 7 days. This is a setup for failure. A customer shouldn't be penalized a whole month of service, the loss of the bridgepay payment and a $15+ reconnection fee. This has happened to me several times. I have lost so much money with Cricket. And when you call customer service. They will not show any sympathy for the additional charges. Its all about money with Cricket not transparency and keeping their customers for a long time. I have found another carrier with a lower monthly payment and a free iphone 16 pro max for switching to their service. This is a the greatest...
  
  Sincerely,
  
  ******* *****