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:10/29/2024

  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.

  Went to there site to purchase 5g phone service on 10/23/24. I paid for 3 months service and confirmed that my device was compatible through there checker. I have since received the sim card and activated service on 10/29/24. I spoke with ******** a manager in tech support and It turns out that my device is not compatible with 5G. I asked for a refund. They said no refunds.

  Business Response

  Date: 11/08/2024

  November 8, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22488092
  Re: ******** ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******** ********. In his complaint, Mr. ******** stated that he purchased a 5G phone service on October 23, 2024, paying for three months of service after confirming his device's compatibility through the provider checker. After receiving the *** card and activating the service on October 29, 2024, he spoke with a tech support Manager at Cricket Wireless who informed him that his device was not compatible with 5G services. Despite his request for a refund, he was told that refunds are not permitted. Mr. ******** would like to be refunded for the services he paid in advance.
  
  We contacted Mr. ******** on November 2, 2024, to discuss his complaint. Mr. ******** expressed his dissatisfaction with the Cricket Wireless website's failure to provide accurate information about his device's compatibility with the 5G network. We apologized and clarified to him about the compatible devices listed on the website. Additionally,he requested to have his card information removed from the Auto Pay enrollment as he was no longer interested in keeping his line with Cricket Wireless.
  
  We explained Mr. ******** the portion of the Cricket Wireless terms and conditions that 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: ******************************************.
  
  Although payments are non-refundable,we confirmed the amount paid for his wireless services and explained that a refund would be processed back to the original payment method as a one-time exception and asked him to allow 3 to 5 business days to complete. We explained about the suspension on his service after the refund is completed as he understood, and he expressed satisfaction with the resolution provided.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:10/26/2024

  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 am a victim of a sim swap scam. I had $274.00 dollars stolen from my cricket account and my stolen number was fraudulently used to make steal my identity. My bank account was accessed and money spent on a credit card. All of this was done without my permission or knowledge.On October 24, 2024 at 4:40 pm, I received a text message that my security pin for my telephone number **************) was changed. This was done without my authorization. At 05:16 pm, I was again notified by text message that a request to move my telephone number to a new device or sim was just received and about to occur. Subsequently my cell phone network was disconnected.I went to a local cricket wireless store on October 24, 2024 to report this and after verifying my identity the account was locked. I had to purchase a new phone and activate a new number at a cost of $139.00. Despite contacting customer service numerous times, this was not taken seriously and they have not done anything to correct this.

  Business Response

  Date: 11/19/2024

  November 19, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22476880
  Re: ********* ********
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ********* ********. In his complaint, Mr. ******** states he was a victim of a SIM swap scam on October 24, 2024, which resulted in the theft of $274 from his Cricket Wireless account and unauthorized access to his bank account, leading to fraudulent charges on his credit card. He received notifications that his security PIN was changed and that a request to transfer his phone number was initiated without his consent, causing his cell phone service to be disconnected. After visiting a local Cricket Wireless authorized retail store to report the incident and verify his identity, his account was locked, but he incurred a cost of $139 to purchase and activate a new phone and number. Despite multiple attempts to contact customer service, he feels that his concerns have not been taken seriously or addressed adequately. *********** is requesting assistance to resolve his issue.
  
  We contacted Mr. ******** on October *******, to discuss his complaint. After researching his account, we believe that he may have been the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes.This individual may have then used his wireless number to gain access to other accounts where they used his phone number for verification.
  
  On November 14, 2024, we successfully recovered his wireless number and provided him with a new SIM card. We updated his security information and provided him with additional security tips on how to keep his wireless account secure to prevent this from happening again.
  
  We explained to Mr. ******** that we applied a credit to his account for the inconvenience and the new activation charges. He confirmed that his wireless number was working as expected and stated he did not need any additional assistance from Cricket Wireless.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  
  
  

• Initial Complaint

  Date:10/25/2024

  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.

  10/20/2024 at 4:40pm we purchased a new iPhone and service with the company. The phone had an error message the first time it ever came on. They told us it just needed updated and it would work. The phone still didn't work. Wednesday 10/23/2024 at 5pm I came back to exchange the device. They told me I was a "fucking ******" and that's why the phone didn't work correctly. They refused to refund my money and charged me more to change the number saying it could be that. After that still didn't work, I asked for a different device that wasn't broken. They refused to do anything. I have now spent 9 hours in this store, missed work, and I still have a phone that was broken before I ever bought it. Today 10/25/24 I'm now with the store manager, he said it was my fault his employee called me a "fucking ******". Been here another 2 hours, and still nothing. This is completely ridiculous. If you come somewhere to buy something, it should work.

  Business Response

  Date: 11/19/2024

  November 19, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22475344
  Re: ****** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** states that after purchasing a new iPhone and service on October 20, 2024, the phone displayed an error message upon first use. The phone remained non-functional despite being advised that an update would resolve the issue. After returning to the point of sale on October 23, 2024, to exchange the device, she was told the problem was her fault, and her request for a refund was denied. Instead,she was charged additional fees to change her number, which did not rectify the situation. After spending nine hours in the store and missing work, she sought a different device but was refused assistance. On October 25, 2024, after two more hours with the store manager, she was informed that the fault lay with her, leaving her frustrated with a defective phone purchased from the ********. ***** is seeking assistance with her device issues.
  
  We contacted Ms. ***** on November ******, to discuss her complaint. We apologized for the experience at the Cricket Wireless authorized retail store and assured her that we would share her feedback with the executive leadership team that works with that location and they would investigate internally with the store leadership.
  
  After reviewing her account, we confirmed the device she is having issues with is an iPhone 12. Ms. ***** informed us she did not have the device handy during our conversation and requested to call her back at another time. Despite our multiple attempts to contact Ms. ***** to troubleshoot her device, we were unsuccessful.
  
  We emailed Ms. ***** to explain that her device is eligible to be replaced through the Apple Warranty option. We shared the step-by-step instructions and the phone number for Apple Support (*************) with her to complete the warranty replacement process. Should Ms. ***** still need assistance, she is encouraged to contact ******, Cricket Wireless Office of the ********* Manager, at ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22475344
  
  I am rejecting this response because:
  I still have a defective iPhone that can't make iCloud accounts. I shouldn't have to have ***** replace the phone under my Apple Warranty. Cricket should have replaced when I took it back the day after I bought it. I was lied to and told that if it didn't work, they would replace the device. I went there 4 times within that first 7 days. I should have never been forced to leave the store with a new phone that didn't work properly. I was also called a ****** by an employee because the phone wouldn't work properly. That employee had no consequences for what she said to me. Then I was threatened by the manager to be banned from the store when I requested a different phone and he made an iCloud then added it on there instead of just exchanging the phone for one that properly worked. I bought a brand new phone. I shouldn't have to create accounts on something else. It should have worked properly when I paid for it. I talked to 3 different employees and all of them treated me horribly and didn't resolve my issue and tried to charge me more money every time I went in the store. They were also supposed to issue a refund for making me change the number to try to fix the ****** account issue. They didn't do anything they said they would. Now I'm a customer of ******************** with an iPhone that doesn't function properly. It's not right to do anyone that way. I'm a hard working single mother. I should have the device I paid for, and it working correctly. I wish I never purchased anything from them.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/25/2024

  November 25, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22475344
  Re: ****** *****
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ****** *****. In her rebuttal, Ms. ***** states she still has a defective iPhone that cannot make ****** accounts. She reports that despite returning to the store within the first week on four different occasions, she was misled by the staff, who assured her that the device would be replaced if it malfunctioned. Instead, she encountered rudeness from an employee and was threatened with a ban by the manager when she requested a different phone.Furthermore, she was subjected to additional charges and was promised a refund for changing her number, which was never fulfilled. As a hardworking single mother, Ms. ***** feels unjustly treated and believes she deserves a fully functional device for which she paid.
  
  We attempted to contact Ms. ***** on November 20, 21, and 22, 2024 but were unsuccessful. To fully address her concerns, we require communication with her. We respectfully request that this complaint be closed as Ms. ***** has not responded to our follow-up calls and/or emails.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:10/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested to end service today and a refund for the remainder of billing period, which just started today. I was told no to keep the service and now they have shut down my account access so I do not know whats going on with the account

  Business Response

  Date: 11/11/2024

  November 10, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22474653
  Re:******* *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** states she requested to end her service and sought a refund for the remainder of the billing period, which had just commenced on the same day. Ms. ***** states that she was informed that her account would remain active, she has since found her account access shut down, leaving her uncertain about the status of her account and the requested refund. Ms. ***** is requesting assistance to resolve this issue.
  
  We contacted Ms. ***** on October 29, 2024, to discuss her complaint.After authenticating her account, we confirmed that she transferred her wireless number out of Cricket Wireless but still had an active Mobile Hotspot line,which she had not used. We assisted her canceling the extra line in her account. We explained to Ms. ***** that as set forth in the Cricket Wireless Terms and Conditions of Service, 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: ******************************************.
  
  Although Cricket Wireless does not provide refunds, we made an exception and processed her refund to the original payment method used. We advised Ms. ***** to allow 3 to 5 business days to receive her refund and she agreed.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 11/11/2024

   
  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:10/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Because my sister already had an account with ********************, I went there on 9/4/24 to purchase another flip phone for her. ******** had damaged and misplaced the one she had. Since Cricket did not have flip phones anymore, I purchased a different type as she needed another phone immediately. I told ******* *. that because my sister is not well and is a senior citizen, she may have trouble using it. He told me I could not get a refund as the phone and charger were non-returnable. My sister did have trouble using it; so I went back to the store on this same date. The total of the refund was $11.60 ( *******************************, ******************************** Public ****** State tax); however, ******* then tells me in order to give me the refund, I needed to return the phone. Even though I reminded him of what he said when I purchased the phone, I reluctantly gave him the phone. I called the **************** and was told I needed to go back to the store and ask to speak to manager or owner. The salesperson told me that ******* no longer worked there and he gave me the contact information for the Regional Manager. Mr. ****** ********* did return my call on 9/13/24. He apologized profusely; confirmed that the employee was let go; and offered to refund the activation fee, $25.00. This was not acceptable because I believe he needed to honor what the employee said, that is, allowed me to keep the phone. I paid the one month service charge of $60.00 but unable to take advantage of it because I did not have the phone. Consequently, I gave Cricket $60.00 as I received nothing to show for it. An appropriate resolution would be for Cricket to also refund the service charge of $60.00.Thanking you in advance for your assistance concerning this matter and I look forward to your immediate response.Respectfully Submitted.

  Business Response

  Date: 11/06/2024

  November 6, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22423919
  Re: ***** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* details her experience on September 4, 2024, when she purchased a phone for her sister,who is a senior citizen and has health issues. Despite being informed by the sales representative that the phone and charger were non-returnable, she faced difficulties with the device and returned to the store the same day. The regional manager offered to refund the activation fee of $25.00, which she found unacceptable, as she believes she should also be refunded the $60.00 service charge for a phone she could not use.
  
  We contacted Ms. ******* on October 24, 2024, to discuss her complaint. After reviewing the account, we found that she had returned the device on September 4, 2024, and we confirmed that there was no usage on her wireless line.
  
  We shared with Ms. ******* the portion of the Cricket Wireless terms and conditions that 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: ******************************************.
  
  Additionally, we explained to Ms. ******* that although payments are non-refundable, we made an exception for her and issued a refund. We advised her that the process takes 7 to 10 business days to receive the refund check in the mail. She confirmed that she was satisfied with the resolution provided and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 11/06/2024

   
  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:10/23/2024

  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.

  Having numerous problems with the phone company that I had service with, that being cricket wireless. First with the charge of service stated changing, having two lines and if one phone was not on, the one on didn't ring. When questioning "why" i received numerous answers, of which never solved the problem. Finally when the phone didn't ring at all, I was told their service was not compatible with some other companies system and that you may not be able to receive calls from them. After not receiving my calls for almost the duration of the time with cricket I resolved to change companies. My bill being due on the 2nd of every month, on October 2nd I had subscribed with another company and had one of the phones cut off but payed a $55.00 bill pay plus a $5.00 transaction fee for a total of $60.00. For the other. On October 2nd the number of the remaining phone and number with cricket wireless was transferred to the new company. When requesting a refund or billing adjustment it was denied, when contacting the company told it would be a twenty minute wait, then Hung up on each and every attempt. When making physical contact with the center itself, I was told that my phone had long since been none supported with cricket being that it was an ** and they only provide service for ******* and ********. Yet I was going in every month being billed for service and paying, but not receiving my calls. I feel at least my last billing needs to be refunded. Calls had not been received for months.

  Business Response

  Date: 11/06/2024

  November 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22421734
  Re: ******* ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* ******. In his complaint, Mr. ****** details numerous issues with Cricket Wireless, including an inconsistent wireless service where one of his devices did not ring if the other was off, and a lack of call reception for an extended period. After experiencing ongoing problems, he decided to switch to another provider on October 2, 2024, and paid a total of $60 for his last monthly bill. He transferred his remaining wireless number to the new service provider on the same date but was denied a refund or billing adjustment despite his claims of non-receipt of calls for months. Additionally,he was informed that his ** device was unsupported by Cricket Wireless, yet he continued to be billed for the service. Mr. ****** is requesting a refund.
  
  We attempted to reach Mr. ****** on October 25, 28, and 31, 2024, but were unsuccessful. To investigate his 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
  *******, ********

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was double charged on my cell phone bill over several months. August 33rd 2023 to June 23 2024. Once discovered the store admitted it was an issue but has yet to resolve it. I overpaid 700$.

  Business Response

  Date: 11/07/2024

  November 6, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22464070
  Re: **** ******
  
  
  Dear ********************************** correspondence is in response to a complaint filed by **** ******. In his complaint, Mr. ****** states that he was double charged on his Cricket Wireless bill from August 23, 2023,to June 23, 2024, resulting in an overpayment of $700. Upon discovering the issue, he states the Cricket Wireless authorized retail store acknowledged it as a mistake but has yet to take any action to resolve the matter. Mr. ****** is requesting assistance to resolve this issue.
  
  We contacted Mr. ****** on October 28, 2024,to discuss his complaint. After reviewing his account, we found that his account used to be under a different promotion than the one that he expected when he activated a new line for his account. We explained to him how Cricket Wireless multi-line account promotions work, and we confirmed that his account is now under the correct promotion. We explained to Mr. ****** that as set forth in the Cricket Wireless Terms and Conditions of Service, 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: ******************************************
  
  Although Cricket Wireless does not provide refunds, we made an exception for Mr. ****** and initiated a refund. He agreed to receive the refund as credit to his Cricket Wireless account, and we successfully applied it. Mr. ****** confirmed that he did not have any other questions regarding this case.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,********

• Initial Complaint

  Date:10/23/2024

  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 paid $70 for the month of October for a bridge pay and they took $50 and because I was a little late tell me I have to pay an additional $45 to get my phone cute back on which I think is really unethical and wrong when they expect you $45 additional dollars

  Business Response

  Date: 11/06/2024

  November 6, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22462532
  Re: ****** *****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** states that she made a $70 payment in October for *********. However, due to a delay in her second payment, she was informed that an additional $45 would be required to reactivate her phone service. She believes this is unethical and incorrect. ******** is requesting assistance to resolve her issue.

  We contacted Ms. ***** on October *******, to discuss her complaint. After reviewing her account, we discovered that her account was suspended for non-payment on October 23, 2024. Ms. ***** shared with us that she attempted to process her payment one day before the due date,but she experienced issues with the Cricket Wireless website and was not able to process her payment on time. We shared with her the ********* policies and explained the charges and fees. More information can be found at ****************************************************************************.

  We also found that Ms. ***** was able to make her payment successfully to restore her account and we confirmed that the services are working correctly. We shared with Ms. ***** that a one-time courtesy credit was applied to her Cricket Wireless account, and we provided her with the information of her next billing cycle. Lastly, we offered the option to change the due date of her account to a more suitable date at no cost, but she informed us she would not be making any changes to her **********. ***** confirmed that she does not need additional assistance from Cricket Wireless.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continue to receive email marketing from cricket Wireless. It offers an "unsubscribe" link at the bottom of the latest email, but even when using different browsers, I get the same nonsensical error of "error Please enter a valid email address (i.e., ******************** Of course, I enter the correct VALID email address to get that error.Three relevant screenshots are attached to this complaint.Please remove me from ALL of your marketing lists, electronic AND US mail paper mail. Thank you.

  Business Response

  Date: 11/09/2024

  November 8, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22462415
  Re: ****** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *****. In his complaint, Mr. ***** states that he is receiving marketing emails from Cricket Wireless. The emails include a link which would supposedly allow him to complete an unsubscribe request, which he has not been able to complete as it gives an error message requesting to enter a valid email address. He has confirmed that he is entering a valid email address and has even attempted to do it through different browsers with no success. He is requesting to be removed from all Cricket Wireless marketing lists.
  
  We contacted Mr. ***** on October *******, via email, to discuss his complaint. We apologized for any incident attempting to unsubscribe and informed him that as requested, we successfully completed the unsubscribe request for his email address. Mr. ***** expressed gratitude as his request was resolved.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 11/09/2024

   
  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:10/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a phone and number removed from my account on January *********. The tech at the store mistakenly suspended it and did not remove it from my account. I continued to be billed regardless of numerous attempts to get it corrected. On October 6th 2024 I had the regional manager correct the issue and get it removed from my bill. To be clear this number and the phone were no longer in service as of January 26th 2023. I continued to be charged from January 26th 23 until October 6th 24. During this time frame my account was overcharged $616 for the service with an additional $8 per month for insurance on a phone I did not have. That is a grand total of $748. I explained I understand mistakes happen even though I was frustrated that it took this long to get someone to rectify the issue. Every time I called customer service they hung up on me. I finally got someone on the phone for longer than 5 minutes on October 21st at 11:40 a.m. . That person told me to reach out to my financial institution. I have already done that and there is nothing they can do about a billing issue with cricket. They refuse to refund me and they refuse to offer me any adjustment to my bill to rectify this issue. I would be perfectly happy if they would take the amount and discount or credit my account over x amount of months until this is rectified. The manager at the store was unable to process a refund that high and suggested that I reach out to customer service and that they would help me. They would not help me and kept giving me the runaround referring me back to my own bank. My bank cannot correct an individual billing issue from a vendor and/or company. All I'm asking for is for this money to be returned and or credited to my account since I have been charged for a service and a product that they did not provide for nearly 22 months. I appreciate your time and attention in this manner and I look forward to hearing back from you.

  Business Response

  Date: 11/11/2024

  November 11, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22452372
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** states that he requested to remove a wireless number from his Cricket Wireless account on January 26, 2023. He reports that the representative at the store mistakenly suspended the wireless number instead of removing it from his account. Despite numerous attempts to rectify the issue, he was charged a total of $748.00 for services and insurance on a device that was no longer in service, from January 26, 2023, until October 6, 2024. After finally getting assistance with the cancellation of that line from a regional manager, he was advised to contact customer service, but his efforts were met with repeated refusals for a refund or adjustment, leading to frustration over the lack of resolution for 22 months. Mr. ****** is requesting a refund or adjustment for the service he was charged for even though he did not use these services.
  
  We contacted Mr. ****** on November ******, to discuss his complaint. Mr. ****** expressed his frustration regarding the mishandling of his cancellation request since February 2023. We explained to Mr. ****** the breakdown of his standard rate plans and the discount applied to each of his wireless numbers.
  
  We offered Mr. ****** to issue a credit to his Cricket Wireless account for the months he was charged for the wireless number that was not cancelled upon request in February 2023. He accepted our offer, and we successfully applied the credit to his account while outlining the expectations for his upcoming bills. Lastly, we want to assure Mr. ****** that Cricket Wireless strives to provide excellent service. We appreciate his feedback Mr. ****** confirmed he was satisfied with the resolution provided, and did not have any additional questions regarding his case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 11/18/2024

   
  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,
  
  ***** ******