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.

close

Find a Location

Cricket Wireless, LLC has 629 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless, LLC

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

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

• 

  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2024

  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.

  We were having problems with Cricket phones getting service since Oct 3. One phone on account was *******, the other two were Cricket phones. We went to ********************************* dealer and purchased new Cricket phones. We were unable to get any service on those phones either. We tried troubleshooting with in store personnel and through customer service around 15 times. None of which successful. We wanted to replace Cricket phones with ******* phones and were told we could but had to pay activation, and all taxes after we had already paid taxes on first phone we purchased and they would not refund us for the new Cricket phones we purchased that did not work. We have gone through the entire process by giving Cricket every chance to resolve this situation and each person we have spoken to has said same thing, We're so sorry. That does neither help or resolve the situation we are in at thus point. I've contacted ******* ************************ and are trying to get a resolution. At this time our bill is due but we don't feel like we should have to pay this bill due to the fact we have only had service on one if the three phones on this account. The authorize dealer refuses to replace phones since we went back on 8th day, which is there policy. But on the Wednesday before the 8th day customer service did a hard test on both ******************** phones not working and told us it would take 72 hours to complete. After the 72 hours we returned to exchange phones only to find out that it was the 8th day, one day later to honor their return policy. This is bad business practice and we would like different phones, NOT CRICKET PHONES, and a credit for a month of service for two phones that we never received service.Thank you ******* ***** *******, **** *****

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22531355
  Re: **** *****
  
  
  Dear ************************ correspondence is in response to a complaint filed by **** *****. In his complaint, Mr. ***** details ongoing issues with his wireless devices since October 3, 2024, when he purchased new devices in *******, ****, but was unable to obtain service on any of them despite multiple troubleshooting attempts with the in-store and customer care department. He expresses frustration over the refusal to refund the non-functional Cricket device or to replace them with ******* devices, particularly after being informed by customer service that a hard test was being conducted on the devices just before the return policy deadline. Mr. ***** is seeking a resolution that includes different devices and a credit for a month of service for the two phones that did not work.
  
  We contacted Mr. ***** on November *******, to discuss his complaint. After researching his account, we confirmed that troubleshooting steps had been already performed to improve the quality of the network. We informed Mr. ***** that we would open a technical ticket with our network support team to continue the investigation.
  
  We contacted Mr. ***** on November *******, with the results of our investigation that indicated no network issues were found, and the outcome confirmed his devices were defective. We offered to send a shipping label to return the devices and advised him that we would generate a full refund for the amount paid in the purchase, and therefore, he could purchase the ******* devices. He agreed to our offer; we advised that his return label would arrive within 24 to 72 hours.
  
  On November 25, 2024, we informed ******** that we issued a refund check that would be mailed to the address he provided. We advised him that it would take 10 15 business days to receive and that we applied a credit to his account for the inconvenience he experienced. We provided him with information about his next billing cycle and the amount to pay. Mr. ***** confirmed he did not have any additional questions about his case.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:11/08/2024

  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.

  Online order was made and after 8 hours of troubleshooting a customer service they were unable to activate the *** cards. I paid $130 for a rare plan and not one kn of data was used not one message nor one second of a phone call. All numbers on the accounts have never been used because the sIM card failed phones account that was never activated. **************** told me that since the account's active cant be refunded. Have you worked in ****** for 25 years I know this is absolutely wrong since the phones were never used. Nothing on the plan was used because their system failed to activate. So they want to charge me $130 for service not working which is wrong. I've been dealing with this since Monday over 8 hours on the phone and people hanging up on me. This is the worst customer service and experience I've ever had with a company

  Business Response

  Date: 11/22/2024

  November 22, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22530939
  Re: ****** ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** ******. In his complaint, Mr. ****** details his experience with an online order for a SIM card that, after eight hours of troubleshooting with the Cricket Wireless customer care center,remained inactivated. He explains he paid $130 for a service plan that was never utilized, as no data, messages, or phone calls were made due to the activation failure. Despite his attempts to resolve the issue, customer care informed him that a refund was not possible since the account was marked as active, which he believes is unjust given that the service was never functional.
  
  We attempted to contact ********* on November 11, 14, and 18, 2024 but were unsuccessful. To investigate ********** concerns, we need to be able to communicate with him. Should ********* still require assistance, he is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22530939
  
  I am rejecting this response because:

   

  They called while I'm at work and can't talk and I've called back . They can call me again
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22530939
  Re: ****** ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** ******. In his complaint, Mr. ****** details his experience with an online order for a SIM card that, after eight hours of troubleshooting with the Cricket Wireless customer care center, remained inactivated. He explains he paid $130 for a service plan that was never utilized, as no data, messages, or phone calls were made due to the activation failure. Despite his attempts to resolve the issue, customer care informed him that a refund was not possible since the account was marked as active, which he believes is unjust given that the service was never functional. In his rebuttal, Mr. ****** requested Cricket Wireless to contact him again as he was unable to take the previous calls due to his working hours.
  
  We contacted Mr. ****** on November *******. After reviewing the account, we found that he had returned the equipment purchased on November 15, 2024, because he was unable to use the services. We assisted him by processing the cancelation of the Cricket Wireless account upon request. 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: ******************************************
  
  We shared with Mr. ****** that even though payments are non-refundable, we made an exception for him and issued a refund that would go back to his original payment method. We advised him the refund process would take 3 to 5 business days to be completed. Mr. ****** informed us via email that he received confirmation from his bank stating the refund was processed successfully and shared he did not need additional assistance from Cricket Wireless.
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/08/2024

  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 a one month plan and a sim card from the company. I said it would be sent within 2-3 business days, the company charged my bank right away for $40.87 for the product. Ten days later I called and they said yes it had been sent, 3 days later I called to say oh it had not been sent yet but they would send it out right away. 5 more days, nothing. So I called and they said for some reason it had not been ordered. I asked for a refund. Sure they would send it in 3 business days to my bank. 5 days nothing was in my account. 10 days nothing so I called saying it would be in on October 31. It is now November 8. I tried calling but they did not recognize my number so no way I could get through to a representative without a cricket wireless phone number. So I went to the chat bot and asked to speak to a representative she actually said I purchased service plan and they do not give refunds. I tried to say I never received anything so I should be refunded. I got no where with them and nothing I could do at the bank because it was paid 2 months prior. Outrageous

  Business Response

  Date: 11/19/2024

  November 18, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22530736
  Re: ***** ******
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** states that she ordered a month of service and a SIM card from Cricket Wireless, which was charged immediately to her bank account. Despite being informed that the product would be sent within 2-3 business days, she faced multiple delays and inconsistencies when contacting customer care requesting updates about her order. Because of the long delay, she contacted chat support and requested a refund but was informed that Cricket Wireless does not provide refunds. She tried to get the refund through her bank institution but was unsuccessful because the transaction was processed 2 months ago. She is requesting a refund for the order that she did not receive.
  
  We contacted Ms. ****** on November *******, to discuss her complaint. We confirmed that her order could not be completed due to incorrect information submitted in her port-in request. We explained that Cricket Wireless had sent emails regarding necessary updates,which she stated she never received, and she requested to cancel the port request instead. We confirmed that her account was never activated and remained in tentative status, although the phone number had already been released.
  
  We processed a full refund to the original card used and advised her it would take 5 to ********************************************************* ****** agreed to wait for the refund and confirmed that no additional assistance is needed from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/06/2024

  Type:Customer Service 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 a Cricket customer since July 2021. What started this whole thing is I purchased a new phone. I am very unhappy with Cricket's high prices and their ***** min wait to speak with customer service. I've been waiting the six-month period for them to unlock my device, so I can go somewhere else to get what I am not getting from them. It's been passed my 6-month period, and I've tried several times and several days to unlock my device on their website and keep getting an error each time. They used to have it on their app, but that is no longer available. I called them today to get my device unlocked, only to be told that they don't have my phone locked, but **** does. I called **** and filed a claim, but they say they can't help me because my service and/or phone number is not theirs. All I'm asking is for my device to be unlocked.

  Business Response

  Date: 11/18/2024

  November 18, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22522082
  Re: ***** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ****. In her complaint, Ms. **** expressed dissatisfaction with Cricket Wireless high prices and the lengthy waiting times to reach customer service. She has been waiting for six months to unlock her device, but despite multiple attempts on the website, she continued to encounter errors. Additionally, she was informed during a recent call that her phone is not locked by Cricket Wireless but by AT&T, which has left her unable to resolve the issue, as AT&T claims they cannot assist her due to his service not being with them. Ms. **** is requesting her device be unlocked.
  
  We contacted Ms. **** on November ******, to discuss her complaint. After reviewing her account, we found that she activated her wireless services on May 26, 2024. We informed Ms. **** that the device she is requesting to be unlocked has not been designed for use on the Cricket Wireless network and is not locked to the Cricket Wireless. We explained to Ms. **** that she would need to contact the original devices carrier to request the network unlock code.
  
  The Cricket Wireless unlock policy can be found at: *********************************************************************************************.
  
  
  The policy states that Cricket Wireless will provide an unlock code once the following requirements have been met:
  
  
  The device you want to unlock has been active for at least six months of paid service on that device.
  The device is designed for use on and is locked to Cricket's network.
  The device has not been reported lost or stolen.
  The device is not associated with a fraudulent account.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22522082
  
  I am rejecting this response because: Cricket is not stating the actual conversation had. I've been a Cricket customer since ************************************************************************************************* During this time that I have been with them, I purchased a phone from Cricket that was overpriced, but didn't know that it was until after purchase. Every consumer wants to save money and not be overcharged. I was told by a family member that I could purchase the phone anywhere, but it had to be unlocked. I found a heck of a deal, (honestly thought it was a steal) and it was a newer model of the same phone (2023) 6/256GB and was allowed to make 5 monthly payments in 5 months. When I received the phone, that was in May, and that is when Cricket locked my device. This is a brand-new phone and the first carrier was Cricket and not any other, as he had claimed to have locked my device. He did not say half of this stuff while discussing this over the phone, and added all this to his response back.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 11/25/2024

  November 22, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22522082
  Re: ***** ****
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ***** ****. In her rebuttal, Ms. **** expresses dissatisfaction with Cricket Wireless handling of her account and the locking of her newly purchased device. She states she has been a loyal Cricket Wireless customer since 2021 and feels misled regarding the pricing of her previous device purchase. She was informed by a family member that she could buy an unlocked device elsewhere, she found a newer model at a competitive price and opted for a payment plan. However, upon receiving the device in May 2023, she discovered that Cricket Wireless had locked the device, contrary to what she was informed during the initial conversation. Ms. **** is seeking assistance with unlocking her device.
  
  We contacted Ms. **** on November ******, to discuss her original complaint. After reviewing her account, we found that she activated her wireless services on May 26, 2024. We informed Ms. **** that the device she is requesting to be unlocked has not been designed for use on the Cricket Wireless network and is not locked to Cricket Wireless. We explained to Ms. **** that she would need to contact the original devices carrier to request the network unlock code.
  
  The Cricket Wireless unlock policy can be found at: *********************************************************************************************.
  
  
  The policy states that Cricket Wireless will provide an unlock code once the following requirements have been met:
  
  
  The device you want to unlock has been active for at least six months of paid service on that device.
  The device is designed for use on and is locked to Cricket's network.
  The device has not been reported lost or stolen.
  The device is not associated with a fraudulent account.
  
  We respectfully request that this complaint is closed as we are unable to further assist Ms. *************************
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 11/25/2024

   
  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:11/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone which is an Icon 5 is having a lot of trouble! Its now acting like a flip phone! I've complain to customer service online many times and ask if they could replace it and they refuse to listen or get me a new phone! I'm to the point that i don't want to use there services anymore and want a new phone company

  Business Response

  Date: 11/26/2024

  November 25, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22518738
  Re: ****** ******** ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ******** ********* In her complaint,Ms. ******** states that her Cricket Wireless Icon 5 device is malfunctioning and behaving like a flip phone. She has made multiple attempts to resolve the issue through customer service without success. ********************** refuses to replace it. As a result of these ongoing difficulties, she is considering canceling her services with Cricket Wireless and switching to a different carrier.
  
  We contacted Ms. ******** on November 8, 2024, to discuss her complaint. Ms. ******** informed us she has been experiencing dropped calls, issues with text messages, and general device malfunctions that began in August and worsened despite her device being in perfect condition. We shared with Ms. ******** that her device is eligible to be replaced, and we provided her with detailed information about the warranty claim process and available replacement options. Full information can be found at: ****************************************************************************
  
  Ms. ******** requested a different make and model device as a replacement due to her experiences with the Icon 5. We offered to make a one-time exception to the regular warranty process by sending her a different make and model, and a return label for the defective device, which would arrive within 24 to 72 business hours.
  
  
  On November 13, 2024, Ms.******** informed us that she received the replacement device, and we assisted her with the activation process. She confirmed she did not need any additional assistance from Cricket Wireless.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 11/26/2024

   
  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,
  
  ****** Michelle ********

• Initial Complaint

  Date:11/04/2024

  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.

  My husband purchased a refurbished ******* Note 10 Plus from a reputable dealer in 2021. He used the phone for a short time with no issue before giving it to me. I transfered the phone to my carrier- Cricket, without incident, and proceeded to use the phone for 3 years.Last week, I changed carriers from Cricket to ************ I transferred my phone number and inserted the **** My phone alerted me that the phone was locked via the network and asked for a code. Mind you- this phone had a warranty and guarantee it eas unlocked. The phone worked either 2 separate carriers. The **** number came back clear and unlocked. So I went to a brick and mortar **** and was told there was nothing they could do. I went to another carriers brick and ****** where they attempted to enter master codes, to no avail. Finally, I called **** and was instructed to make an unlock request. The representative said the request number was the unlock code (NUL145929148832). First of all, the representative said it would be a 16 digit number. That is 15 minutes. I attempted it anyway and a prompt popped up saying my phone was blocked for too many failed attempts. It's now requiring me to input an MCK number, which apparently no one has.The audacity of a company holding a phone hostage that had been paid in full TWICE is absurd. Meanwhile, I have 4 children, am disabled and have absolutely no means of communication for emergencies. I only ask **** honor their agreement to unlock upon phone being paid in full.

  Business Response

  Date: 11/04/2024

  AT&T has confirmed that the matter involves Cricket Wireless Services. Transferring complaint to be addressed by Cricket Wireless.

  Business Response

  Date: 11/22/2024

  November 22, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22503604
  Re: ******* ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ********. In her complaint, Ms. ******** states that her husband purchased a refurbished ******* Galaxy Note 10 Plus device in 2021, which was used without any issue before being transferred to her. After successfully using the device with ********************** for three years, she encountered a problem when switching to ************ as the device became locked and required an unlock code despite assurances of being unlocked. Ms. ******** states she attempted to resolve the issue at various carriers but was unsuccessful.  After following AT&T's instructions to make an unlock request, she was left with a blocked device and no means of communication. Ms. ******** is requesting assistance to resolve this issue.
  
  We contacted Ms. ******** on November 13, 2024, to discuss her complaint. After reviewing the device information, we discovered the device had been used with the Cricket Wireless network for more than six months and we confirmed the device is from AT&T. We explained to Ms. ******** that we would contact the ******* tech support team to request assistance with the unlock of her device.
  
  On November 18, 2024, ******* tech support shared with us the device unlock code to complete the device unlock request. We contacted Ms. ******** via email and shared with her the device unlock code assigned to her device to complete the unlocking process. Lastly, we requested that she reboot the device for the changes to be effective.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/04/2024

  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 2 phone lines threw cricket wireless and I am trying to cancel 1 of the phone lines. I went to the store in ****************** and they said I have to call 611 because they cant do it in store. I call 611 and wait on hold for 25 minutes only to get disconnected.

  Business Response

  Date: 11/18/2024

  November 18, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22510087
  Re: *** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by *** *****. In his complaint, Mr. ***** expressed frustration regarding his attempt to cancel one of his two phone lines with Cricket Wireless. He visited the store in *************, ****, where he was informed that the cancellation could not be processed in-store and that he needed to call 611 for assistance. After waiting on hold for 25 minutes, he was unfortunately disconnected, leaving him unable to resolve the issue. Mr. ***** is seeking assistance with canceling his secondary line.
  
  We contacted Mr. ***** on November *******, to discuss his complaint. After authenticating his account, we assisted him with the requested cancelation of his wireless line explaining the terms and conditions for a cancelation request. More information about the Termination or Suspension of Cricket Wireless services can be found at ******************************************.
  
  Additionally, we provided Mr. ***** with information about his next bill due,including the discounted amount required for the remaining line of service and our available contact channels for assistance with future requests.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 11/20/2024

   
  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,
  
  Sam's Shop

• Initial Complaint

  Date:11/04/2024

  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 came into the store on Saturday 10/12 to activate a new phone I purchased. While waiting I took interest in a Bluetooth speaker that was for sale on display. The lady got a new speaker from the display case and rang up the purchase and I left the store . When getting home, I unboxed the speaker and it did not light up when putting on the charger.after letting it charge for about 30 minutes , no lights still came on but I did attempt to connect it to my phone and it responded . However once it connected , the speaker would only play for 6-7 seconds until it would disconnect. This is what continued to occur each time I tried to keep connecting it. Today is 10/16 and I returned to the store at 11:25 to either ask for a replacement or a refund. I was told by the male storeworker that even if it is not working , that I cannot receive a replacement or receive a refund. He asked me a series of questions about did the woman who sold it me take it out to see if it worked and I told him no she did not- she got me a new one from the case and so how am I supposed to know that is works if it is unopened when I bought it. I did not get a receipt but i do have a receipt of the purchase being debited from my account. There is nothing in the store that states purchased items are non-refundable. You cannot display items for purchase and when someone buys your defective product, not even offer them a replacement item. So basically they are deceiving customers and stealing but selling faulty products. Not one time did he open the box to see if perhaps I was using the product incorrectly , or try to show some type of customer care. I asked for a manager as was told she wasnt there and couldnt be reached.

  Business Response

  Date: 11/18/2024

  November 18, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22430346
  Re: **** *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by **** ************* her complaint, Ms. ***** details her experience on October 12, 2024, when she purchased a Bluetooth speaker that did not function properly upon unboxing.After letting the speaker charge for 30 minutes, no lights would come on, but after connecting it to her device it responded. Once connected, the speaker would only play for 6 - 7 seconds and then it would disconnect. This happened multiple times. Ms. ***** returned to the store on October 16, 2024, seeking a replacement or refund. However, the store representative informed her that replacements or refunds were not possible, despite her explanation that the item was unopened and untested prior to purchase. She expressed concern over the lack of customer care and clarity regarding the store's return policy.
  
  We contacted Ms. ***** on November 7, 2024, to discuss her ************. ***** mentioned that she no longer had the equipment with her because she was in the process of moving out of *****************. We explained to ******** that to make a return or exchange of the equipment we would need to have the speaker available at the time of the process.
  
  Furthermore, we offered Ms. ***** to process a credit on her Cricket Wireless account, to cover the price of the Bluetooth speaker purchased. She agreed to our offer. Lastly, we shared with her that we have escalated her experience to our executive leadership that works with this store location and management team. We assured her they would investigate internally.
  
  Ms. ***** confirmed she was satisfied with the resolution provided and did not have other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/02/2024

  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.

  On November 1 2024 at approximately 810 I signed into my cricket app went to the virtual support chat and set up a bridge pay extension and paid the fee of 25 dollars to keep my service for another 7 days. I woke on November 2nd to find my service was suspended I contacted customer service through the app on the chat first and then called and spoke to someone live and got told both times that the system was not working correctly and that my payment went in as a regular payment towards my account and not a bridge pay extension payment which in turn voided my bridge pay agreement and I now had to pay another 40 dollars to restore my service. the fact that the app wasn't working right was not brought to the attention of any customer everything seemed to have gone through and worked just like it was supposed to on the night of the 1st.

  Business Response

  Date: 11/13/2024

  November 13, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22505171
  Re: ****** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *******. In her complaint, Ms. ******* states that on November 1, 2024, she signed into MyCricket to set up ********* and paid $25 to maintain her service active for an additional seven days. She states that on November 2, 2024, she discovered her service had been suspended.Despite contacting the Cricket Wireless customer care center through the app and by phone, Ms. ******* was informed that the system malfunctioned, causing her payment to be processed as a regular payment rather than a BridgePay, which voided her agreement and required her to pay an additional $40 to restore her service. She adds that the app's issues were not communicated to customers at the time of her transaction. Ms. ******* is requesting assistance to resolve this issue.
  
  We contacted Ms. ******* on November 6, 2024, to discuss her complaint. After reviewing her account, we confirmed that Ms. ******* processed a payment, but was not enrolled in *********, which led to her services being suspended. We discovered that her service has been reactivated and is working as expected.
  
  We offered to process a credit to her account for the reactivation fee she paid and for the inconvenience she experienced. Ms. ******* accepted our offer and the credit was applied to her Cricket Wireless account. Lastly, we shared with Ms. ******* the different options to enroll BridgePay on the account and shared that once BridgePay is activated she will always receive an SMS confirmation.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:10/30/2024

  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.

  On Oct. 21, I called them because my bill was $63.00 and asked for an extension to Oct. 31st. They asked me to make a bridge pay of $15 to keep the account open which I did make the payment. After they took the $15 bridge pay another bridge pay would be due on Oct. 30th. Today I called and they said the bridge pay would be $53.00. Why would I have to do another bridge pay when I can pay them on Oct. 31st? They asked if I could borrow from a friend and I told them that I don&#**;t have it. My bill is $63 normally. I feel that they rip people off.I would like for them to not turn my service off tonight.

  Business Response

  Date: 11/15/2024

  November 14, 2024
  
  Federal Communications Commission
  Online Complaint
  
  No: 22492273
  Re: ****** ******
  
  CC:      ****** ******
  ************************************************************************************************
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** states that on October 21, she called Cricket Wireless to request an extension for her bill until October 31 and was advised to set up a ********* to keep her account active,which she did and paid $15. She was then informed the remaining payment would be due on October 30. After calling on October 30, she was advised she would need to pay $53 or set up another extension, despite her ability to pay the full amount on October 31. She expressed concern about being asked to borrow money from friends, which she is unable to do, and feels that the situation is unfair as her normal bill is $63. Ms. ****** is requesting assistance to resolve this issue.
  
  We contacted Ms. ****** on November ******, to discuss her complaint. After reviewing her account, we explained to Ms. ****** that ********* requires a portion of the bill to be paid in advance along with an activation fee and provides 7 days of service from the accounts due date to make a payment for the remaining balance. We advised her that once the BridgePay is set up, account changes are limited to processing the payment for the remaining balance or setting up a second BridgePay extension, which would require a payment for the same amount paid to initiate the BridgePay. We clarified to Ms. ****** we are unable to extend the bill for one day.
  
  We recommended Ms. ****** change her account due date to a more suitable due date for her, but she decided not to make changes due to variability in her pay dates. Additionally, we suggested she consider downgrading her rate plan based on her current data usage and provided her with information on available rate plan options. Ms. ****** understood and indicated she would consider changing her plan later. She confirmed she did not need any further assistance from Cricket Wireless.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********