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

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

  1100 S 14th St Kingsville, TX 78363-6353

• 

  Cricket Wireless, LLC

  12018 W 95th St Lenexa, KS 66215-3803

• 

  Cricket Wireless, LLC

  13417 East Fwy Houston, TX 77015-5901

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:10/12/2024

  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.

  The complaint happened at Cricket Wireless:******************************************************* On Friday, October 11, 2024, at approximately 1:30pm my wife and I visited the location. My wife has been trying to get me to switch for some time and had done research with ****, store manager.We visited the store to port my ******* phone over and add me to my wife's acct *************).During the switch, **** unintentionally made an error and did not port my old cell number. It generated me a new number and charged us $100.46. **** tried tirelessly to get us refunded with no luck. She called 6-7 people in front of us and continued to expedite it, acknowledging it was not the customers fault. She was told I had to pay again, to redo it and port over my number and have Service through Cricket. I paid an additional approx $100 to get the number ported and the service connected, and **** said she would continue to work on the refund throughout Saturday, 10/12/24, and follow up with us.On Saturday at approx 5pm **** held her commitment and contacted us, unfortunately Cricket is not willing to refund the $100.46, or issue a credit. As a Director of Ops myself, employees will make mistakes that have admistrative costs associated. However, in this case, the error did not create a cost, as I chose to pay again and continue my experience with Cricket, and I did decide to stay with Cricket, NOT based on the support **** was given or the processes in place, I stayed and gave Cricket a 2nd chance due to an amazing manager, ****, who showed me customer service I wish my own employees carried.The right thing to do here is credit my account (I don't even want money back, it can be spent with Cricket) for the $100.46 that I paid and did not receive a service for.Last, **** in *******************, LA deserved recognition for saving 2 customers as my wife and I were ready to both leave Cricket, and her attitude, diligence, and authenticity kept us committed. She is an allstar!

  Business Response

  Date: 10/28/2024

  October 29, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22415984
  Re: ****** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *****. In his complaint, Mr. ***** states that on October 11, 2024, he and his wife visited the Cricket Wireless authorized retail store at ******************* to port his wireless number from ******* Wireless to Cricket Wireless and add his line to his wifes account. During the process, the authorized retail store manager **** made an error that resulted in a new number being generated and a charge of $100.46.Despite ****** efforts to secure a refund, Cricket Wireless declined to issue any reimbursement, Mr. ***** states that he paid an additional amount to have his original wireless number ported. He expressed his appreciation for ****** exceptional customer service, which influenced his decision to remain with Cricket Wireless. Mr. ***** is requesting assistance to resolve this issue.
  
  We contacted Mr. ***** on October 17, 2024, to discuss his complaint. After reviewing his account, he shared proof of the payment he processed at the Cricket Wireless authorized retail store. He states he would like to receive a refund for what he paid extra for the wireless number that was generated by error. ******** agreed to receive the refund as credit on his Cricket Wireless account and the credit was applied successfully. Mr. ***** confirmed he did not have any additional questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:10/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 30, 2024,I bought a hotspot and subscription to data from Cricket Wireless in *******, *** I was told by the sales person that my service would not be slowed down or throttled and I would have coverage in ********. I called while in ** to cancel because it was not working and they in fact do not have coverage in ********. They would not cancel over the phone and told me I had to come to the store. I am now at the store and they say they cant cancel without calling customer service who keeps habging up the phone. The sales person told me to call, but they tell me to come in the store. My credit card is on file for auto pay and I do not want them to take any more money from my account. They also refuse to refund me for the hostspot.

  Business Response

  Date: 10/31/2024

  October 31, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22415420
  Re: ****** ***********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ***********. In her complaint, Ms. *********** states that on September *******, she purchased a hotspot and data subscription from Cricket Wireless in *******, **, where she was assured by the salesperson that her service would not be throttled, and that coverage would be available in *********. However,upon attempting to cancel the service while in **********, D.C., she discovered that there was no coverage in ********* and was informed that cancellation could only be processed in a store. Upon visiting the store, she was told that cancellation required a call to the customer care, which repeatedly disconnected her. Additionally, she expressed concern about her credit card being charged for Auto Pay and reported that she was denied a refund for the hotspot.
  
  We contacted Ms. *********** on October 17, 2024, to discuss her complaint. After reviewing the account, we found no usage on her the Cricket Wireless services. She requested to return the mobile hotspot device and receive a refund. Therefore, we sent her a return label so she could return the hotspot device. On October 25, 2024, we confirmed that we received the device.
  
  We informed Ms. *********** that we have escalated her experience to our executive leadership for this store location to investigate further with the store manager and representatives.
  
  We shared with Ms. *********** that although payments are non-refundable, we made an exception 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 more questions.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 10/31/2024

  I will accept Cricket Wireless' response when I receive my refund check in the mail. 

   

   

• Initial Complaint

  Date:10/11/2024

  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 went to this business to pay my cellphone bill only. I was told about some deals they had going on that visit. I decided to except one of the deals and replace my cell phone with my phone number; but instead got a second line I didn't want. I gifted that phone to a family member. Now they adding services that I didn't sign up for. I feel miss lead and taken advantage of. With a higher bill then I can afford. I tried calling customer service to complain and they kept hanging up on me. My bill was *****. My bill is supposed to be ***** instead I'm paying ***** for extras I didn't sign up for.

  Business Response

  Date: 10/28/2024

  October 25, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22411864
  Re:********* ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ********* ******. In her complaint, Ms. ****** states she visited a Cricket Wireless authorized retail store to pay her bill, she was informed about some deals and decided to accept one, intending to replace her device while retaining her wireless number.However, she ended up with a second line that she did not request, that she gifted to a family member. Now, she is facing additional charges for services she did not sign up for, resulting in a bill that has increased from $35.00 to $73.00. Ms. ****** states she contacted Cricket Wireless customer care for assistance, but was unsuccessful, as her phone calls were repeatedly disconnected. Ms. ****** is requesting help to resolve this issue.
  
  We contacted Ms. ****** on October 17, 2024, to discuss her complaint. After reviewing her account, we confirmed that two lines are active; however, she mentioned that she would like to keep both lines on her account. We worked with her to find a plan that fit her budget and calling needs and applied a one-time courtesy credit for her inconvenience. Ms. ****** confirmed she did not have any additional questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/01/2024 I paid $60 for a service that they could not fulfill. With in 3 days of paying my service was badly interrupted in an area I know I get service. I was told when I was able to get in touch with them that I should have called them. They are not open on Sundays for customer service to be spoken with. I went to the local office and was told the everything is fine. They would not even look in to the situation. This service was out for 3 days. I have doctor's that I have to keep in touch with.. this is a breach of contract on there end for failure to deliver the product that was being paid for. I want a full refund due to not being able to use the service as I do have witnesses to the fact of no service and with multiple phones to verify.

  Business Response

  Date: 10/28/2024

  October 28, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22409253
  Re: ********* *******
  
  
  Dear ************************** correspondence is in response to a complaint filed by ********* *******. In his complaint, *** ******* states that on October 1, 2024, he paid $60 for a service that was subsequently interrupted for three days in an area where he typically receives service. *** ******* adds that he was unable to contact Cricket Wireless care since they are not open on Sundays. He went to the authorized retail store, and he was informed that his service was fine.However, the representatives did not even investigate his situation. *** ******* is requesting a refund due to not being able to use his wireless services.

  
  We contacted *** ******* on October 15, 2024, to discuss his complaint. After reviewing his account and coverage details, we discovered that there was an outage affecting the area where he lives for three days. We confirmed that this outage has been resolved; However, *** ******* shared with us that he transferred his phone number to another provider and would rather receive a refund of the last payment he processed on October 1, 2024.
  We explained to *** ******* the Cricket Wireless terms and conditions that state amounts paid for Service Charges are non-refundable and Account balances are not transferable, refundable, or redeemable for cash. If your Account is suspended or canceled, for any reason, any remaining balance will be forfeited. Full terms and conditions can be found at: ******************************************.

  
  Although Cricket Wireless does not provide refunds, we made an exception for *** *******,after confirming he did not use his services, and his phone number was cancelled due to a port out process on October 7, 2024. We explained him that we initiated the refund request which will go to original form of payment, his refund should reflected on that specific payment account within 5 - 7 business days. *** ******* confirmed he did not have any additional questions for Cricket Wireless.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 3031

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Request for Refund Complaint Regarding Unrefunded Amount of $116.00 Dear Cricket Wireless Customer Service,I am writing to formally request the refund of $116.00, which was promised to me after I transferred my four phone lines from Cricket Wireless to T-Mobile on September 16, 2023. I received a message from Cricket confirming that I would receive a refund. However, after contacting your customer service team, I was informed that my refund could not be processed, which contradicts the message I received.The details of my account and transaction are as follows:Account Holder Name: Dilber Punar Account Number: ********* Date of Charge: September 16, 2023 Amount Charged: $116.00 I have been a loyal customer of **********************, and I was disappointed by the handling of this matter. I would like to kindly request that you honor the message sent to me and issue the promised refund without further delay. I have attached all relevant documentation, including a copy of the message from Cricket, for your reference.If this issue is not resolved within the next 10 business days, I will be left with no choice but to escalate this matter further by disputing the charge with my bank and filing complaints with the Better Business Bureau (BBB) and the Federal Communications Commission (FCC).I hope we can resolve this issue amicably and promptly. Please confirm receipt of this letter and provide me with a timeframe for when I can expect the refund.Thank you for your attention to this matter. I look forward to your timely response.Sincerely,Sakir Punar Wireless Account Number ********* My phone number **********

  Business Response

  Date: 10/28/2024

  October 29, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22407584
  Re: ***** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *****. In his complaint, Mr. ***** is requesting a refund of $116, which was promised to him after transferring his four numbers from Cricket Wireless to T-Mobile on September 16, 2023. He received a confirmation message from Cricket Wireless regarding the refund; however, upon contacting customer service, he was informed that the refund could not be processed, which contradicted the initial message. As a loyal customer of **********************, Mr. ***** expressed disappointment with the handling of this matter. He states that he attached all relevant documents, including a copy of the message he received from Cricket Wireless for reference. Mr. ***** is requesting his refund.
  
  We contacted Mr. ***** on October *******, to discuss his complaint. After reviewing his account, Mr. ***** clarified that the payment refund he is requesting was processed in September 2024 instead of 2023. We confirmed that his wireless services was canceled on September 20, 2024, after he ported his wireless numbers to a different carrier. We advised him about the Cricket Wireless Terms and Conditions of Service regarding payments. More information can be found at ****************************************************************************.
  
  As a one-time exception, we processed a full refund of the last payment made to his Cricket Wireless account and we explain to Mr. ***** that it will take 3-5 business days for the funds to be returned to the original payment method he used. Mr. ***** confirmed to be satisfied with the resolution provided.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:10/10/2024

  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.

  Sept ************************************************************************************* 2 days. I asked what the return policy was and was told 30 days from Zaid K the agent.Order # **************** Amount paid $701.57.Order was not delivered in said time frame, called cust service on OCT 1. They stated that the phone shows it was delivered the previous day. (was not) They put in an order for a replacement phone. Oct 2 original phone was delivered. Replacement phone was delivered on Oct 7. on Oct. 8 Both phones were taken to the retail store and was to be returned. Retail store said that the return had to be done over the phone with customer service number 611. When customer service was called, they stated that the phone needed to be returned from the retail store because it was a direct shipped phone. Store is now closed. On Oct 9 both phones were taken back to the retail store for a return and refund. Agent "Cash" stated that the phone could not be returned due to it now being past the 7 day time frame. (They are going by the date that the account shows that the phone was delivered even though the phone was NOT delivered on that day. Cash did take the replacement phone however. They refuse to refund my money even though we attempted to return the phone within the 7 day time frame. I feel like they gave us the run around so that we would now be pushed past the 7 day time frame. I have since called customer service 3 times and was hung up on 2 of the 3 times.

  Business Response

  Date: 10/28/2024

  October 29, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22404087
  Re: ***** *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** *****. In her complaint, Ms. ***** details an order placed on September 26, 2024, for a wireless device that was promised for delivery within two days but was not received on time. After contacting Cricket Wireless customer care on October 1, 2024, she was informed that the device had been delivered, which was not the case. Subsequently, a replacement device was ordered, and while the original phone arrived on October 2, 2024, the replacement one was delivered on October 7, 2024. On October 8, 2024, both devices were taken to a Cricket Wireless authorized retail store for return, but the store advised her to contact customer care department. Upon calling, she was told that the return must be processed through the retail store due to the direct shipment. On October 9, 2024, when she returned to the store, a representative named Cash informed her that the return could not be processed as it was past the 7-day window, despite her attempts to return the phone within the required timeframe. She further states that she has called customer care three times and was hung up on two of the three times. Ms. ***** is requesting assistance to return the devices and receive a refund.
  
  We contacted Ms. ***** on October *******, to discuss her complaint. Ms. ***** confirmed that her issue was already resolved, and her concerns had been addressed. She confirmed that she returned the devices to the same ********************** authorized retail store where she purchased the original one. We apologized for the inconvenience she experienced.
  
  We want to assure Ms. ***** that Cricket Wireless takes pride in our customers' experience and is committed to providing excellent customer service in every interaction. We shared with her that we have escalated her experience to our store and call center executive leadership teams and assured her they will investigate further with the store and call center managers and representatives.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 10/29/2024

   
  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:10/09/2024

  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.

  Ok so in august 2024 i called and spoke to someone and we come to agreement of putting my account on the 4 lines for $100 which would come to $108. my bill before this was $147. but when it came time for the bill they took $182 out of my account. I have called and they have offered a $5.00 credit. and i asked to speak to manager and they continue hanging up on me. I want my money back. they were not authorized to take 182 out of my account

  Business Response

  Date: 10/18/2024

  October
  18, 2024
  
  Better
  Business Bureau
  Online
  Complaint
  
  No:
  22401821
  Re:
  Glenda Glisson
  
  
  Dear
  Sir/Madam,
  
  This
  correspondence is in response to a complaint filed by Glenda Glisson. In her
  complaint, Ms. Glisson states that in August 2024, she spoke to someone and
  agreed to a plan of four lines for $100, totaling $108. She states that her
  previous bill was $147, but she was charged $182 instead. After multiple calls,
  Cricket Wireless offered her a $5 credit, she requested to speak to a manager and
  her calls continue to be disconnected. She asserts that the $182 charge was not
  unauthorized. Ms. Glisson is requesting assistance to resolve this issue.
  
  We
  contacted Ms. Glisson on October 14, 2024, to discuss her complaint. After
  reviewing her account, we found that her account was not under the $100
  promotion with four lines. We explained that switching the rate plans to the
  $55 unlimited plan would be needed to provide the correct promotion. We shared
  with Ms. Glisson the expectations regarding the multiline account promotion and
  the included features. She agreed to make the rate plan changes on her account.
  
  We
  activated the correct promotion on Ms. Glisson’s account and applied a credit for
  the additional payment she made. We shared with her information about her next
  month’s bill and due date. She confirmed that she did not have more questions
  regarding this case.
  
  
  Regards,
  
  Cricket
  Wireless
  Office of the President
  1025
  Lenox Park Blvd. NE
  Atlanta, GA 30319

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22401821, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Glenda Glisson

• Initial Complaint

  Date:10/08/2024

  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.

  Good morning BBB, I'm a Cricket customer and I was over charged $60.00 by Cricket after my September bill was paid completely before there two bridge payments were due. Two $ ***** payments. Cricket local store agent added $ ***** bridge payment which caused my service to stop working on September 28. Cricket demanded $105.00 to restore my service. On September 30, Cricket HQ demanded $105.00 for my service to be restored again. During my phone meeting about my payments being on time and local Cricket agent system error if another bridge payment unrequited, unregulated against my service. Cricket HQ demanded $60.00 additional payment for partial service and my wifi is super slow with constant buffering. I have the receipt of proof that my only two September payments were on time before end of both bridge payments. Thanks for listening. ***** A. **********

  Business Response

  Date: 10/25/2024

  October 25, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22396085
  Re: ***** **********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** **********. In his complaint, Mr. ********** states he was overcharged $60.00 by Cricket Wireless after his September bill was paid in full before two BridgePay were due. A Cricket Wireless store representative added a $10.00 BridgePay extension to his account without his consent, which interrupted his service. Mr. ********** reports that Cricket demanded $105.00 to restore his service and that he was subsequently charged an additional $60.00 for partial service, despite having proof of timely payments. Lastly, he mentions ongoing issues with slow data and constant buffering and is requesting a resolution
  
  
  We contacted Mr. ********** on October 12, 2024, to discuss his complaint. He added that he visited a store and requested the agent to help him pay for the remaining balance of the BridgePay.The agent admitted that he mistakenly set up a ********* extension instead and tried to fix it with customer care but the issue was not resolved. The retail store agent did not inform him about the remaining balance due by September 28,2024.
  
  We confirmed that Mr. ********** set up a ********* on September 12, 2024,which was due by September 21, 2024, for $50.00. On September 20, 2024, a $55.00 payment was processed but was used to set up a BridgePay extension, with a remaining balance of $10.00 due by September 28, 2024. The remaining balance for the BridgePay was not paid on the expected due date; therefore, his account got suspended due to non-payment on September 29, 2024,
  
  We confirmed that on September 30, 2024, customer service applied a credit to Mr. *********** account to help him lower the payment required to restore his account from suspension; therefore, he paid $60.00 and his account was restored successfully. We advised him that as outlined in the Cricket Wireless terms and conditions of service, service payments are non-refundable or creditable;however, a one-time courtesy credit was applied to his account because of the inaccurate expectations given. Additionally, we advised him that we would escalate his experience to our leadership team, which will conduct an internal review.
  
  Lastly, we confirmed that he was experiencing slow data issues as his rate plan was downgraded from the $60 unlimited plan to the $30.00 5GB plan on September 30, 2024. We upgraded the rate plan on his account and confirmed his next account balance and due date. Mr. ********** confirmed to be satisfied with the resolution provided.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:10/03/2024

  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 went into the store and told them that I wanted to pay my bill and get a new phone. After receiving the new phone and phone number they told me that I would be paying my phone bill next month and placed me on automatic payments. I made several attempts to contact the customer service team but I couldnt get through to communicate with them. I have called all day today but I am unable to reach anyone and is placed on hold. I am disabled and unable to set for a long period of time.

  Business Response

  Date: 10/14/2024

  October 14, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22378011
  Re: ****** *******
  
  
  Dear ********************************** correspondence is in response to a complaint filed by ****** *******. In her complaint, ********** states she visited a Cricket Wireless authorized retail store where she requested to pay her bill and obtain a new device. After receiving the new device and ********************** number, she was informed that her bill would be due next month and was placed on Auto Pay. Ms. ******* states she made multiple attempts to contact the Cricket Wireless customer care center, but she was unable to get through and was placed on hold for extended periods. She adds that she is disabled and unable to sit for long periods. Ms. ******* is requesting assistance to resolve this issue.
  
  We contacted Ms. ******* on October 7, 2024, to discuss her complaint. After reviewing her account, Ms. ******* mentioned that when she activated her new device and new ********************** number, she understood that she would start a new billing cycle, and her bill would not be due until the next month. We explained that the new device and ********************** number were activated on her existing Cricket Wireless account and the bill cycle did not change. Additionally, we found she was not enrolled in ********. Ms. ******* explained she would not be able to make the full payment of her current bill because she had already paid for the new devices activation and the change of her wireless number.
  
  We offered Ms. ******* a one-time credit for the inconvenience; she agreed to the offer, and we confirmed that the credit was applied successfully to her Cricket Wireless account. Additionally, we shared with Ms. ******* the payment methods available for her including the self-service options and the option to enroll in Auto Pay, but she decided not to enroll at this time. ********** confirmed that she did not have any more questions regarding this case.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,********

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 13, 2024, I visited the Cricket Wireless branch located on ****************************************************************************. At the time I visited the store I informed the employee that my daughter's phone was broken and asked about getting a replacement. Unbeknownst to me, the employee never checked to confirm that I had insurance which I had bee paying on for several years. I was never given the option to utilize my insurance and ended up purchasing a new phone using their progressive leasing option. When I visited a different store to complain and ask about a credit towards the new phone cost I was told there is nothing that can be done. This is not acceptable and I am requesting a fair resolution to the oversight their employee made. It was clearly indicated on my account that the phone was covered by insurance and the employee never checked or followed proper protocol.

  Business Response

  Date: 10/22/2024

  October 20, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22377650
  Re: ***** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *****. In his complaint, Mr. ***** states that on August 13, 2024, he visited the Cricket Wireless authorized retail store located at ****************************, to replace his daughter's broken wireless device. He informed the store representative about the issue. Still, the representative failed to check his insurance status, which he had been paying for several years and instead assisted him in purchasing a new device through progressive leasing. When he later visited another retail store to seek credit for the new device cost, he was told nothing could be done, despite the oversight being due to the employee's failure to follow proper protocol. Mr. ***** is requesting assistance to resolve this issue and a refund.
  
  We contacted Mr. ***** on October *******, to discuss his complaint. After reviewing his account, we discovered he had insurance added to his daughters device. Mr. ***** confirmed that when he visited the Cricket Wireless authorized retail store, he did not request to file an insurance claim and confirmed purchasing a new device instead.
  
  We shared information regarding filing an insurance claim with Mr. ************** informed him that an insurance claim can only be filed by contacting the ****************** over the phone or online at ******************. We confirmed that the insurance was removed per his request on October 3, 2024.
  
  We apologized to Mr. ***** for any inconvenience this may have caused and offered him a one-time courtesy credit to be applied to his wireless account and he accepted the offer.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ********************. NE
  *******, ********

  Customer Answer

  Date: 10/27/2024

   
  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,
  
  ***** *****