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

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1050 W Colfax Ave STE E & F Denver, CO 80204-2071

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:11/27/2024

  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 bought a cellular device from the authorized dealer Thursday November the 21st and I've been having issues with text messaging. I went to the location trying to resolve the issue. The issue was not resolved on Monday November 25th I was told by the sales associate to come back Tuesday morning at 9:00 a.m. to meet with the manager in order to get a refund or an exchange. I arrived at the store this morning which is Tuesday November 26th at around 9:10 the store was dark, empty and the door was locked. Since no one was there and I waited there for 30 minutes and still no one showed up. I also called the store's phone number ************ and the line was disconnected with no forwarding information while I was waiting.

  Business Response

  Date: 12/10/2024

  December 10, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22609858
  Re: ******** **************
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******** **************. In her complaint, ***************** detailed her experience after purchasing a cellular device from an authorized dealer on November 21, 2024, which subsequently had issues with text messaging. After visiting the store on November 25, 2024, she was advised by a sales associate to return on November 26, 2024, to meet with the manager for a potential refund or exchange. Upon her arrival, the store was dark,empty, and locked, despite waiting for 30 minutes.
  
  We contacted Ms. ************** on December 2, 2024, to discuss her complaint. She explained that she was frustrated because customer care representatives informed her that many cell towers in her area were under maintenance, with no resolution time provided.After reviewing her account, we found that she had canceled it on November *******, and she confirmed that no further assistance was needed.
  
  We shared with Ms. ************* that we have escalated her experience to the executive leadership team that works directly with this stores management team. We have been assured they will complete an internal investigation.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 12/11/2024

   
  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:11/27/2024

  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 11/4/2024, I paid for a new month of service with Cricket Wireless so that I'd not lose cell service while waiting for phones from our new service provider. That service would cover 11/4/2024 to 12/4/2024. On 11/5/2024, we got our new phones and switched to a the new carrier, Spectrum. When I contacted Cricket Wireless on 11/6/2024, I was refused a refund for services not rendered. I was also refused a Supervisor. They kept my money for the full month of service, even though I only used their services for 2 days. I want a refund for services not used, equal to 11/6/2024 to 12/4/2024.

  Business Response

  Date: 12/17/2024

  
  December 17, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22611877
  Re: **** *******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by **** *******. In her complaint, Ms. ************* states that on November 4, 2024, she paid for a new month of service with Cricket Wireless to avoid losing service while waiting for phones from her new service provider.However, after receiving her new phones from Spectrum on November 5, 2024, she contacted Cricket Wireless, to request a refund for the unused service, which was denied, and she was also refused access to a supervisor. She is seeking a refund for the services not rendered from November 6, 2024, to December 4,2024.

  We attempted to contact Ms. ******* on December 2, 5, and 9, 2024 but were unsuccessful. To investigate Ms. ******** concerns, we need to be able to communicate with her. Should Ms. ******* still require assistance, she may contact ********, Cricket Wireless Office of the ********* Manager, at **************.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the *********?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  Date:11/25/2024

  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.

  This is about the 6th or 7th different time the service in town has went out. The first time being September 29th, 2024. Since then, I dont think Ive even had at least 2 good weeks without my service being disrupted. I live in **************, **, zip code *****. Every time I make a complaint through Crickets customer service chat, I have to speak to about three different people before an outage is even finally acknowledged. Ive only been credited one time, for $16. Only to have my phone working for a short period of time. *** had no issues before September 29th, 2024, but ever since, everything has went down hill. It *****, because I cant even afford to switch to ******* or another carrier. Id just like to have my phone on and maybe at least a credit for a month since I havent even had my service work for a whole month since it all started. Its now been out for going on 5 days this time around. & Ive gotten no ETA this time on when it will be resolved.

  Business Response

  Date: 12/10/2024

  December 10, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22604775
  Re: ****** ******
  
  
  Dear ****************************** correspondence is in response to a rebuttal complaint filed by ****** ******. In her rebuttal, Ms. ****** expresses frustration regarding the frequent service outages in **************,which began on September 29, 2024. Since that date, she has experienced multiple disruptions, often communicating with several representatives before her issues are acknowledged. Despite receiving a credit of $16, her service has remained unreliable, with the current outage lasting five days and no estimated resolution provided. She is requesting credit for a month of service due to the ongoing issues, as she cannot afford to switch to another carrier.
  
  We attempted to contact Ms. ****** on November 29, December 2, and 5, 2024 but were unsuccessful. Should Ms. ****** still require assistance, she may contact ********, Office of the ********* Manager, at ************.
  
  
  Regards, 
  
  
  Cricket Wireless ? 
  Office of the *********?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:11/25/2024

  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.

  The issue that I have with Cricket wireless is that I "PAID" for a protection plan thru their satellite store located in ************** just over a year ago (14 months). I was never told that phones that I brought over from ******* Wireless would not be repairable if they ever incurred any damage (Asurion is the insurance company hired by Cricket Wireless). My screen on my phone was damaged while I was away on vacation in late June and a claim was put on the 5th of July. I was told they could "repair" my screen and sent someone to my house. The person arrived and the screen did not match. After contacting cricket again with ******* being the repaid company I was told they wanted me to buy a new replacement phone for $250. The screen repair would cost me only $29. ******* says it has the right to refuse to fix my screen as it wasn't purchased at a cricket store. That part was never told to me as a customer, and this was only told to me after several phone calls over the last two weeks. ******** who works for the office of the President of Cricket stated he could get me $48 first, then offered $50 as a credit to my account on our first conversation. Then several days later he offered me $112, then went up to $168 (In email). I explain to him I would settle for the full amount of the plan I paid for $224 dollars over 14 months ($8 per month per phone times 2). Asurion will not honor damage to my wife's phone and clearly made note they have the right to repair what phones they deem. Cricket hired Asurion to cover damages to phones on their plan. I can attest that I wasn't informed of this practice, but they continue to drive I pay for a new phone. my phone is still operational, and it still works just fine. I don't require a new phone, and I made it clear to both companies I just want my screen repaired. All I ask is that cricket refund me for the full amount of $224 in a paper check. Thank you

  Business Response

  Date: 12/06/2024

  December 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22604032
  Re: ******* *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* *****. In his complaint, Mr. ***** outlines an issue with Cricket Wireless regarding a protection plan he purchased at the ***********, ** authorized retail store over a year ago. He was not informed that devices brought over from ******* Wireless would not be eligible for repair under this plan. After damaging his device screen while on vacation in late June 2024, he filed a claim on July 5, 2024, only to be told that the repair was not possible and that he would need to replace it with a new device for $250, despite the screen repair costing only $29. He asserts that *******,the insurance company hired by Cricket Wireless, refused to honor the damage claim, citing their right to determine which phones are eligible for repair. He adds that he was never informed about this until after multiple calls over the past two weeks. Mr. ***** is requesting a refund of the full amount he paid for the protection plan, totaling $224, in the form of a paper check.
  
  We contacted Mr. ***** on November *******, to discuss this complaint that is associated with another case, CS0080411.After reviewing his account, we contacted Asurion through a conference call,but we were unsuccessful in replacing his device screen due to the right screen part not being available. On November 18, 2024, we contacted Asurion again, but he was informed that his device was not eligible for screen repair due to being a device not purchased from Cricket Wireless. Mr. ***** removed his and his wifes insurance features from his wireless account.
  
  We apologized to Mr. ***** for the inconvenience he experienced trying to repair his device screen through *******. We explained to him 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: ******************************************.
  
  On November 27, 2024, we shared with Mr. ***** that even though payments are non-refundable, we made an exception for him and informed him that we generated the full refund for the $224 he paid for his and his wifes protection plan feature to the original payment method.We explained this process would take 5 - ************************************************** his financial account.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/22/2024

  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.

  Good morning ,Cricket Wireless fraudulently charged me $69.99 for a wireless service I never receive. I requesting a refund

  Business Response

  Date: 12/16/2024

  
  December 14, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22591506
  Re: ******* *******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ******* ******** In her complaint, Ms. ******* states that Cricket Wireless fraudulently charged her $69.99 for a wireless service that she never received. She is requesting a refund.

  We contacted Ms. ******* on November *******, to discuss her complaint. After reviewing her account, we discovered that she activated a Bring Your Own Phone (BYOP) device that was locked to her previous carrier and could not be used with the Cricket Wireless network. She confirmed that she had contacted the carrier where she bought the phone from and was informed that it cannot be unlocked.

  We shared with Ms. ******* options available at Cricket Wireless to get a new phone, she declined the options. ********** stated that she would like to keep her account active to transfer her phone number to another carrier. We explained to her that we opened a ticket to request her Number transfer Pin (NTP).

  We attempted to contact Ms. ******* on November 29, December 2, and 3, 2024 to follow up her complaint; but were unsuccessful. Should she still require assistance, she may contact ********, Cricket Wireless Office of the ********* Manager at *************
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the *********?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  Date:11/21/2024

  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 been on cricket wireless unlimited plan at $30 a month . Its a multimonth plan so u have to pay a year up front and at the time i signed up it was 360 a year but now has dropped to 300 a year since i originally joined. I payed early so i had a credit of 360 on my account when i noticed this so i called and talked with someone on october 23rd according to the cricket wireless supervisor i talked to. The customer service *** then told me it will be lower to the new plan cost and there is nothing i need to worry about. Well bill came due on november 20th and the charged me the entire 360 unlike what the *** told me so i called today and talked to a supervisor who said its grandfathered in so i cant change it even though its lower priced now because its for new lines only and u can only switch to monthly plans like the twice as expensive 60 a month unlimited plan. I told him thats not what i was told and he said that isnt mentioned in the notes from my last call. I would like a full refund of the 60 extra like what i was told be the 1st ***.

  Business Response

  Date: 12/04/2024

  December 4, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22590133
  Re: ******* ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ******* In his complaint, Mr. ****** states that he has been on a Cricket Wireless unlimited plan for $30 a month, which requires payment for a year upfront. He states he initially paid $360 but noticed the plan's price dropped to $300. Mr. ******* states that after contacting the Cricket Wireless customer care center on October 23, 2024, he was assured that his plan would be adjusted to the new price. However, when his bill was due on November 20, 2024, he was charged the full $360, contrary to what he was told. He states that a supervisor informed him the line is in a grandfathered plan, and no changes can be made, which was not communicated during his first phone call. Mr. ****** is requesting assistance to resolve this issue.
  
  We contacted Mr. ****** on November 25, 2024, to discuss his complaint.After reviewing his account, we explained to him that changes to the multi-month plan can only be made within the last 30 days of the multi-plan period,and he can move to a monthly standard rate plan or to another multi-month plan for 3 or 6 months. We informed Mr. ****** that his current multi-month plan has been grandfathered and the $300 multi-month plan is only available for new activations with a new wireless number. Mr. ****** confirmed he did not want a new activation.
  
  We explained to Mr. ****** the portion of the Cricket Wireless Terms and Conditions that states that amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Although payments are non-refundable, we made an exception and issued a refund of $60 for Mr. ******* We advised him that the refund would take 3 - 5 business days to process and would be sent to the original payment method he used. Mr. ****** confirmed that he did not need any additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 12/04/2024

   
  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:11/20/2024

  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 never started service with Cricket Wireless and has never used them as a mobile carrier. I did initiate a number transfer but never activated the service as I decided to go with another carrier(Mint). The ****** was still deducted from my back account but was never refunded to me. My bank started a claim and tried to get the money back from Cricket but they told my bank that the transaction was legit. I never used their service. Never had cricket! They also sent me an email last week stating that they will be deducting ****** as an automatic payment. I can't get a hold of customer service because I don't have an account with them. I just need my ****** back from these thieves. I wish I could stop people from signing up with them. Thank you

  Business Response

  Date: 12/09/2024

  December 9, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22579262
  Re: ****** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** *******. In her complaint, Ms. ******* states that she never started service with Cricket Wireless and has never used them as a mobile carrier. Although she initiated a number transfer request, she did not activate the service as she chose to go with another carrier. Despite this, $129.99 was deducted from her bank account, and she has not received a refund. ******** initiated a claim to recover the funds, but Cricket Wireless informed them that the transaction was legitimate. Additionally, she received an email indicating that $129.99 would be deducted as an automatic payment, and she is unable to contact customer service due to not having an account with us.
  
  We contacted Ms. ******* on December 3, 2024, to discuss her complaint. After reviewing the order number,we discovered that she had initiated a port request to Cricket Wireless on December 13, 2023. However, the port request was canceled on the same day. We confirmed that a refund has not been processed, and although she disputed the amount with her bank institution,  the payment remained with Cricket Wireless.
  
  We explained to Ms. ******* 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 explained to Ms. ******* that even though payments were non-refundable, we made an exception for her and issued a refund. We advised her that the process takes 7 to 10 days to receive the refund check in the mail. She confirmed she was satisfied with the resolution we provided and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/20/2024

  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 1st I called cricket and told him that someone stole my phone so that time I had to get a government phone because I'm on disability only get paid once a month but in that time I gave him $25 on the 6th $25 on the 12th somewhere around there and then $70 on the 28th when I went to the store I told her I had $70 for a phone well she's like oh well yeah no problem but your sim card is locked but that's not going to be a problem so I gave her the $70 and then all of a sudden she's like oh sorry I can't do nothing for you you'll have to call your account so I can get it unlocked well I was trying to get it unlocked all month because my phone was stolen so anyway she told me to leave the store and she didn't give me none of my money back oh yeah you guys arguing my money back because whole month October I had no service I'm not going to give up a free $120 give me my money back that girl needs to be fired on ****** and ******* and Pontiac Michigan she's rude all she doesn't sit on her fat a** and talk on the phone

  Business Response

  Date: 12/13/2024

  December 13, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22580972
  Re: ***** ********
  
  
  Dear *************************** correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ******** states that on October 1, 2024, she reported her phone stolen to Cricket Wireless and subsequently purchased a government phone due to her disability, making her payments of $25 on October 6, 2024, and again on October 12, 2024, followed by a $70 payment on October 28, 2024. Upon visiting the store, she was informed that her SIM card was locked, and despite her willingness to pay for a new phone, the store employee refused to assist her and did not refund her money. Consequently, she was left without service for the entire month of October and is seeking a refund of her total payments amounting to $120, expressing dissatisfaction with the service she received.

  
  We contacted Ms. ******** on November 26, 2024, to discuss her complaint. 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 *******. 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 Ms. ******** 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? 
  *******, ** 3031

  
  

• Initial Complaint

  Date:11/19/2024

  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.

  Sunday November 10th my partner and I went to the Cricket store to purchase a phone. The name of the employee who assisted us is ****** *******. Because the "bundle deal" price she gave us was to high for me to pay in cash I decided to start a leasing plan with a third party they provide. Progressive Leasing is who I am leasing with. She then told us because of the "bundle deal" I would be eligible to receive FREE items. Said "free" items were a phone case, screen protector, and a speaker. These items in her own words were "free". Without us asking her she then proceeded to apply the screen protector as well as the phone case, after that she threw the packaging away. Once she was done assisting us we left the store with our new phone and said "free" merchandise. The following day I had to call ******************* to ask about my payments and it was then that I was informed I was in fact charged for said "free" items. I talked to them about getting a refund and they informed me that the Cricket store would have to issue me that refund because they have a 7 day return policy. I then called the Cricket store and the employees there were extremely rude and not helpful. For some reason they allowed ****** ******* to speak to my partner and I and she did not take accountability for the misleading information she gave us. The following day my partner and I go to the Cricket store to make those returns, the two employees inform us that they cannot accept any returns on merchandise without the packaging. We let them know that this is merchandise that we were told was free. With more investigating the employees discovered that we were also changed for headphones that we never received. They contacted ****** and she admitted to taking the headphones after charging us for them. I want my money back for the items I was wrongfully charged for, but most importantly I would like for ****** to be fired for stealing. I want to make sure this doesn't happen to anyone else.

  Business Response

  Date: 12/12/2024

  December 12, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22556499
  Re: *********** *********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by *********** *********. In her complaint, Ms. ********* states she had an incident on November 10, 2024,at the Cricket Wireless authorized retail store, where she and her partner were misled by a Cricket Wireless representative regarding a bundle deal that included free items such as a device case, screen protector, and a speaker.After starting a leasing plan with Progressive Leasing, Ms. ********* discovered that she was charged for these items, contrary to what was communicated. Upon attempting to return the items, she was informed that returns could not be processed without packaging, despite being told they were free. Additionally, Ms. ********* states she was charged for headphones she did not receive, and the Cricket Wireless representative admitted to taking them after charging her for them. Ms. ********* is seeking a refund for the items she was wrongfully charged for and requests disciplinary action against the Cricket Wireless representative for her actions.
  
  We contacted Ms. ********* on November 25, 2024, to discuss her complaint. We apologized and shared with her that we have escalated her experience to the executive leadership team that works directly with the stores management team.They will complete an internal investigation.
  
  Additionally,we initiated a refund check for Ms. ********* and advised her to allow 10 -15 business days for the refund check to arrive at the address she provided. ************ confirmed she did not have any other questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/19/2024

  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.

  Weve had cell phone service issue for the last 4 months. Weve paid for the service but in trying to fix it with the company last week, they turned off our service without telling us or letting us know how long it would be off for. It took 5 days and it still wasnt fixed. The company turned off the line in an attempt to fix the issue. When they said it was fixed they made us pay an additional $30 fee. We want our payments back for the last four months, plus the $30 fee back. **************** wont help or hang up when we call. When we use the chat help feature, were cut off abruptly. We can provide notes as well as customer service chat transcripts.

  Business Response

  Date: 12/14/2024

  December 14, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22575054
  Re: ******* *****
  
  
  Dear ************************** correspondence is in response to a complaint filed by ******* ****** In her complaint, Ms. ***** details ongoing cell phone service issues that have persisted for the last four months, during which she has continued to pay for the service. In an attempt to resolve the issue, the company turned off her service without prior notification, leaving them without service for five days,and despite being told it was fixed, she was charged an additional $30 fee.Furthermore, her attempts to seek assistance through customer service have been met with unhelpful responses, including hang-ups and abrupt disconnections during chat support. She requests a refund for the payments she made for four months and the $30 fee. Ms. ***** is prepared to provide notes and chat transcripts to support her claims.
  We attempted to contact Ms. ***** on November 22, and 25, 2024, with no success. Her husband contacted us on November 26, 2024, to discuss their complaint. After speaking with him, he explained that they transferred the phone number to Cricket Wireless in August 2024; however, they have been experiencing mixed services for four months since transferring service. We assisted Mr. ***** in reviewing their account and discovered that the line was canceled from the Cricket Wireless network due to a port out process in an attempt to troubleshoot the porting process that had not been completed. Although the line was reactivated with Cricket Wireless, the service was not working correctly as it was showing a mixed service between Cricket Wireless and the previous carrier.
  We explained that we opened a technical case with our porting team and they would help us resolve the porting issues. We scheduled a callback with Mr. ****** On December 13, 2024, we contacted him and informed him that the technical team was able to resolve their mixed services case; Mr. ***** confirmed that their services were working as expected.
  Additionally,we shared with Mr. ***** that we applied a one-time courtesy credit to their account for their inconvenience with the mixed services. He confirmed that his concern was addressed and did not have additional questions regarding his case.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****