Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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Complaints

This profile includes complaints for Cricket Wireless, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,351 total complaints in the last 3 years.
399 complaints closed in the last 12 months.

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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:10/03/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Cricket Wireless on August 27th about my bill. The agent said I could change my due date but gave me no date, he selected a date for me. I have called for over 2-3 weeks to have someone help me with this incorrect due date change. This has been an inconvenience for me as a customer. I have been with ******************** for years!!! the customer service is not very helpful. You can be on the phone with them for over an hour and then the phone disconnects!! no one will call you back or help with what you called in about because once the call disconnects you have to call back and be on hold for over 20 minutes.
Business Response
Date: 10/25/2024
October 23, 2024

Better Business Bureau
Online Complaint

No: 22375717
Re: ******* ********

Dear **********

This correspondence is in response to a complaint filed by ******* ********. In her complaint, *********** states that after contacting Cricket Wireless on August 27, 2024,regarding her bill, the customer service representative changed her due date without providing a specific date or sharing the updated due date with her. She has spent around two to three weeks contacting customer service, trying to fix this incorrect due date change but they have not been helpful. Ms. ******** is requesting a resolution to this issue.

We contacted Ms. ******** on October 9, 2024, to discuss her complaint. After reviewing her account, we confirmed that on August 27, 2024, she interacted with a customer service representative via chat. We advised her that after reviewing the chat transcript,we confirmed that the representative shared with her the new account due date as well as the amount due and she agreed to process the due date changes.

Ms. ******** confirmed that she recalls all the expectations that were provided but is unsatisfied since the customer service representative did not ask her which date she preferred to have and offered a date directly. We assured Ms. ******** that Cricket Wireless strives to provide excellent customer service. We appreciate the feedback and will work hard to make this experience a better one.

We explained that the due date change can only be performed once every six months. We made an exception for Ms. ******** and changed her due date at no cost to the date of her choice. She confirmed she was satisfied with the resolution provided and confirmed she did not have any additional questions about her case.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 10/25/2024

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:10/03/2024
Type:Sales and Advertising 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 bought a phone from a friend in August that is a cricket wireless phone. Ive used the service since. I had the $60 prepaid monthly plan, and then had to downgrade to the $30 monthly plan. I then was able to add the required $17.50 to enable the $55 monthly plan for an entire month. I paid the $30 on September 21, 2024, which allowed me to have service for 30 days with the agreements in that plan. On October 1, 2024, I went to the cricket website and added an additional $17.50 at 10:55 in the morning from my cash app to make a new months bill of $55. I waited a while before checking my app, and when I did, none of my plan information had changed. I then used the online chat service to message an ***** who proceeded to tell me that I had to be enrolled in bridgepay, which is something I had no knowledge of considering I was a new customer. I had no disclosure or anything before adding the $17.50 to my account or I wouldnt have done it. I proceeded to ask her to reset my bill cycle date to October 1, 2024 to the $55 monthly plan since I didnt know, and she agreed. Since then, Ive had 3-4 different conversations with *****s who have told me that the conversation between the first ***** and I isnt correct and wont provide me with proof. Ive asked for compensation, which is for my phone to be carrier unlocked so that I can just move to another carrier and be done with them. The only thing stopping them is me not being with them for six months which is cricket policy, but they have the ability to do so. Ive worked for phone companies before and they have every open source to carrier unlock a phone at any given moment in time. I do not wish to deal with this company and all I want is to have an unlocked phone to switch to another company.
Business Response
Date: 10/15/2024
October 15, 2024

Better Business Bureau?
Online Complaint??

No: 22375630
Re: Danielle Caulfield

Dear Sir/Madam,??

This correspondence is in response to
a complaint filed by Danielle Caulfield. In her complaint, Ms. Caulfield states
that she purchased a Cricket Wireless phone from a friend in August and
initially used the $60 prepaid monthly plan before downgrading to the $30 plan.
On September 21, 2024, she paid $30 for the monthly plan and later added $17.50
on October 1, 2024, to upgrade to the $55 rate plan. Her plan did not update,
and she was informed by a representative that she needed to be enrolled in
Bridge Pay. Despite multiple conversations with different agents, her request
to reset her bill cycle date to October 1, 2024, was not honored, and she was
denied proof of the initial agreement. She has requested compensation by having
her phone unlocked to switch to another carrier, but this has been denied due
to the Cricket Wireless six-month policy. Ms. Caulfield believes that the
company can unlock her phone at any time. Ms. Caulfield is requesting assistance
to unlock her phone.
We
contacted Ms. Caulfield on October 7, 2024, to discuss her complaint. After researching
her account, we confirmed that on September 21, 2024, she attempted to upgrade
her rate plan. However, the transaction was future-dated for the next billing
cycle. On October 1, 2024, Ms. Caulfield was able to upgrade her plan and made
the changes effective immediately. She shared with us that she was not aware of
the process and was given misleading information. Therefore, she would like to
get her phone unlocked as compensation.
After
reviewing her IMEI, we explained to Ms. Caulfield that she had used the device
with the Cricket Wireless network for only two months after she purchased the
device and activated the service. We explained to her the portion of the
Cricket Wireless device unlock policy that addresses the six-month tenure
within the Terms and Conditions of Service. Cricket Wireless Terms and
Conditions can be found at: https://www.cricketwireless.com/terms.
We assisted Ms. Caulfield change the
due date of her Cricket Wireless account at no additional cost and provided her
with the expectations for her next billing cycle.

Regards,

Cricket Wireless ?
Office of the President??
1025 Lenox Park Blvd. NE?
Atlanta, GA 30319
Customer Answer
Date: 10/15/2024

Complaint: 22375630

I am rejecting this response because:
As stated in the previous phone call with Cricket Wireless, I’ve worked for many phone providers. It is not impossible to carrier unlock a phone. I asked for further compensation considering the fact that I had to go to these lengthy measures to have my issue with Cricket Wireless resolved. A payment of less than a week of a phone bill, isn’t satisfactory by any means. These things can be considered, are fairly reasonable as well as manageable. I desire my phone to be carrier unlocked, or, my $55 phone bill be paid until the end of my six months when I can carrier unlock the phone. Both of those options are doable and legally able to be done. I have four months left of services needed to carrier unlock my phone starting November 1, 2024. Four months of paid service shouldn’t be an issue.

Sincerely,

Danielle Caulfield
Business Response
Date: 10/18/2024

October 18, 2024

Better Business Bureau?
Online Complaint??

No: 22375630
Re: Danielle Caulfield

Dear Sir/Madam,??

This correspondence is in response to
a rebuttal complaint filed by Danielle Caulfield. In her rebuttal, Ms.
Caulfield shares her extensive experience with multiple phone providers,
asserting that unlocking a phone is feasible. Ms. Caulfield requests either the unlocking of her phone or
coverage of her $55 phone bill until the end of her six-month service period,
which she believes is a reasonable request given that she has four months
remaining until she can unlock her device.

We
contacted Ms. Caulfield on October 7, 2024, to discuss her original complaint.
After researching her previous complaint, we confirmed that on September 21,
2024, she attempted to upgrade her rate plan. However, the transaction was future-dated
for the next billing cycle. On October 1, 2024, Ms. Caulfield was able to
upgrade her plan and made the changes effective immediately. She shared with us
that she was not aware of the process and was given misleading information.
Therefore, she would like to get her phone unlocked as compensation.

We
contacted Ms. Caulfield on October 17, 2024, to discuss her rebuttal. We explained
to Ms. Caulfield that her device was not eligible to be unlocked as it had been
used with the Cricket Wireless network for only two months after she purchased it
and activated the service. We explained to her the portion of the Cricket
Wireless device unlock policy that addresses the six-month tenure within the
Terms and Conditions of Service.

Additionally,
we informed her that Cricket Wireless is not able to cover the future payments
she has left to complete the tenure requirements to unlock her device. Cricket
Wireless Terms and Conditions can be found at: https://www.cricketwireless.com/terms.

We
respectfully request that this complaint be closed, as we are unable to further
assist Ms. Caulfield.

Regards,

Cricket Wireless ?
Office of the President??
1025 Lenox Park Blvd. NE?
Atlanta, GA 30319
Customer Answer
Date: 10/18/2024

Complaint: 22375630

I am rejecting this response because:there was nothing done to resolve the case. There’s not being anything to resolve this case. There was maybe a week of my bill being processed after its original date, but that’s it. Nothing is being done to compensate for having to deal with the unprofessional service I’ve been receiving. I won’t resolve this until something further is done.

Sincerely,

Danielle Caulfield
Initial Complaint
Date:10/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 22, 2024 I ordered an iPhone 16 Pro 1TB for $1499 plus tax. On September ******* an iPhone 16 256GB was delivered. Cricket contacted me on October 1, 2024 informing me that they had sent me the wrong phone and to contact them to get the correct phone. When I contacted them the next day October 2, 2024 they informed me that it was past the seven days after purchase/activation to get the phone replaced. I then asked to get the difference as I would have then overpaid by over $500. They did not give me my money back.
Business Response
Date: 10/22/2024
October 23, 2024

Better Business Bureau
Online Complaint

No: 22373185
Re: Zsakosha ******

Dear **********

This correspondence is in response to a complaint filed by Zsakosha ******. In her complaint, she states that on September 22, 2024, she ordered an iPhone 16 Pro 1TB but received an iPhone 16 256GB on September 23, 2024, instead. Cricket Wireless informed her that the wrong device was sent on October 1, 2024, and asked her to contact them for further assistance. She contacted them on October 2, 2024, only to be told she could not receive a replacement device as it was more than seven days after purchase. She subsequently requested to be provided with a refund for the pricing difference between both devices, but her request was denied. She is requesting a resolution to this issue.

We contacted Ms. ****** on October ******, to discuss her complaint. After reviewing her account, we confirmed that we shipped a device that did not match the make and model she ordered. We offered her a return label so she could return the device and advised her that we would generate a full refund for the amount paid in the order, so she could process her order again. She agreed to our offer; therefore, we advised that her return label would arrive within 24 to 72 hours.

Ms. ****** informed us on October 14, 2024, that she received the return label and returned the device as instructed. We informed her that we generated the full refund to the original payment method which will take from 5 to *********************************** her bank account. She confirmed that she would wait for the refund to complete.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:10/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying relentlessly to get someone from Cricket Wireless to help resolve this issue. Cricket Wireless has been taking $55.00 every month for the past almost 14 months. I have no idea what the phone number for this account. I have explained that every time I call , without anyone able to help me resolve this. They tell me they have no way of telling what the phone number is even when I respond with But you have no problem taking my money ever month . I get so frustrated that I end up hanging up. Im a senior citizen and on limited income. No one seems to what to help me with this problem.
Business Response
Date: 10/17/2024
October 17, 2024

Better Business Bureau
Online Complaint

No: 22364432
Re: ***** *******

Dear ********************************** correspondence is in response to a complaint filed by ***** *******. In her complaint, *** ******* states that Cricket Wireless has been deducting $55.00/month for 14 months without her knowledge of the associated wireless number. She states she has contacted the Cricket Wireless customer care center, but no one has been able to assist her in resolving the issue. *** ******* states she has been informed that there is no way to identify the wireless number, leading to significant frustration and distress, especially given her status as a senior citizen on a limited *********. ******* is requesting assistance to resolve this issue.

We attempted to contact *** ******* on October 4, 7, and 10, 2024, to discuss her complaint, but we were unsuccessful. To investigate *** *******'concerns, we require communication with her. Should she still require assistance, she is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at ************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******,********
Initial Complaint
Date:09/30/2024
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.
Date of Transaction: 09/27/24 Amount Paid: $290 Business Committed: Phones $174 ($87 each), Upgrade fee $50 ($25 each), monthly service $60 ($30 per line), taxes ~$19.88 (MS pays 7% sales tax) and a discount for not having the block (-$10). Dispute: Did not receive service on the phone Tried to resolve: Business has not tried to resolve and will not acknowledge that I have already paid for the monthly ********** service payment of $60 was due Sunday, September 29, 2024. On Friday, September 27, 2024 we visited Cricket wireless in *******, ** and spoke with the store manager **** about new phones. Today we are without service and have to pay a reactivation fee $75 total. We called customer service 3x and after long waits were disconnected 2x before we were finally able to speak to someone. He had no record of our visit on Friday. He asked me to read receipt and says he thinks we paid was for activation. If it was activated then why was it disconnected? We went to see ****; he says I would have had to ask specifically for service. I told him we did mention service. I then asked what happened to the $60? He said it went for accessories. I said I didnt ask for accessories that was deceptive and only added to their sales goals. When asked about a refund wed only be refunded for the phones not the fees and accessories. I told him I hope they change what they do so that no other customer is deceived just so they can pad their sales. I dont think it was a coincidence the accessories that I did not request, are all sales final and discounted to a price that was $2.07 from the price I pay for my monthly service in store. I now believe based on the conversations today the staff priced in a way so as to not raise any red flags and collect more money by an additional payment later. I called customer service one more time and was disconnected during the call. Today September 30, 2024 we paid to reactivate our accounts; but, I am requesting a full credit or refund of $75.
Business Response
Date: 10/17/2024
October 17, 2024

Better Business Bureau?
Online Complaint??

No: 22362463
Re: ***** ********

Dear ************************** correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ************** details a transaction on September 27, 2024, where she paid $290 for new phones, an upgrade fee, monthly service, and taxes at Cricket Wireless authorized retailer in *******. Despite paying for the monthly service, she did not receive it and was subsequently charged a reactivation fee paying a total of $75. Ms. ******** attempted to resolve the issue by visiting the authorized retailer and contacting customer service multiple times, but was met with long waits,disconnections, and no resolution. The store manager, ****, claimed the $60 paid for service was instead used for accessories, which she did not request.She is now requesting a full credit or refund of the $75 reactivation fee paid on September 30, 2024.
We contacted Ms. ******** on October 10, 2024, to discuss her complaint. After researching her account, and the invoice of purchase, we confirmed that she was charged for accessories that she did not ask for, and her payment was not added to her monthly bill, as a result, her account was suspended on September 29,and she was asked to pay $75 to restore her services on September 30, 2024.
Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service with every customer interaction. We shared with Ms. ******** that we have escalated her experience to the executive leadership team from the location and assured her they will investigate further with the manager and representatives.

Additionally, we applied a courtesy credit to her Cricket Wireless account and provided her with her next billing cycle information. Ms. ******** confirmed that she does not have additional questions.

Regards,

Cricket Wireless ?
Office of the President??
***************************************** NE?
*******, ** *****
Initial Complaint
Date:09/30/2024
Type:Order 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 bought a replacement phone on may 15, 2024. The phone was very glitchy within the 1st month. I did all the necessary reset and updates to try and fix the phone, that did not help. So i contacted crickets warranty department on july 23, 2024 as the phone had a 90 day warranty. They contacted me back on july 25, 2024. They tried to make me use my insurance to buy another phone even though mines was still under warranty. Then told me i would need to buy another phone just so i could send the messed up phone in for them to check it.
Business Response
Date: 09/30/2024
AT&T has confirmed that the matter involves Cricket Wireless Services. Transferring complaint to be addressed by Cricket Wireless.
Business Response
Date: 10/17/2024
October 17, 2024

Better Business Bureau
Online Complaint

No: 22349985
Re: ***** ******

Dear ********************** correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** states that he purchased a replacement device on May 15, 2024, which became very glitchy within the first month. Despite performing all the needed resets and updates, the issue persisted. He contacted the Cricket Wireless warranty department on July 23, 2024, as the phone was under a 90-day warranty. They responded but suggested he use his insurance to purchase another device instead, even though his device was still under warranty, and further advised him to buy another device while he sent the defective one for inspection. ********* is requesting assistance to replace his device.

We contacted Mr. ****** on October 5, 2024, to discuss his complaint. After reviewing his account and device information, we informed Mr. ****** of the options available to file a warranty claim, including the advance exchange. We explained to him that this method requires a deposit payment and allows him to receive the replacement device before sending the defective one to the Cricket Wireless return center.

Additionally, we shared with him that the deposit payment would be refunded to the original payment method within five business days after the return center receives the device and determines whether it is eligible for a replacement. If the device does not meet the warranty exchange conditions, the deposit payment would not be refunded, and the defective device would be returned to him. More information can be found at: ****************************************************************************.

Mr. ****** informed us that he is no longer interested in filing a warranty claim due to the long time it has taken to obtain a resolution and shared that instead he would like us to provide him with a free upgraded device. We advised Mr. ****** that Cricket Wireless is not able to provide him with a free upgraded device, but we informed him that he is eligible to receive a discount to upgrade his device.He can check the available promotions on the Cricket Wireless website or at the closest Cricket Wireless authorized retail store to take advantage of the discount.

We offered to apply a one-time courtesy credit to his Cricket Wireless account that would lower his next months bill and Mr. ****** accepted our offer. This credit was successfully applied to his account, and we provided him with his next account balance and due date.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 10/17/2024

Complaint: 22349985

I am rejecting this response because:
The offer didn't make any sense. They said they could apply the credit to my account, but i cant use it for a phone. I told them i didn't want the offer after he better explained that, but he said my phone service would get suspended if they took the credit off which also didn't make sense. They don't value their customers at all and nobody speaks up about that's why they continue to treat use like nothing.
Sincerely,

***** ******
Business Response
Date: 10/24/2024
October 24, 2024

Better Business Bureau
Online Complaint

No: 22349985
Re: ***** ******

Dear ****************

This correspondence is in response to a rebuttal filed by ***** ******. In his rebuttal, Mr. ****** states that the offer presented to him did not make sense as the credit that could be applied to his account could not be used to purchase a phone. He indicated that after getting clarification, he opted to decline the offer but was informed that removing the credit would result in the suspension of his phone service, which he also found unreasonable. Mr. ****** feels that the company does not value its customers,and he believes that the lack of accountability contributes to the ongoing dissatisfaction among customers.

We contacted Mr. ****** on October ******, to discuss his original complaint. After explaining to him the warranty exchange options available, he informed he was no longer interested in filing a warranty claim due to the difficulties he encountered and shared that instead he would like us to provide him with a free upgraded device. We advised ********* we are not able to provide him with a free upgraded device, but we informed him he is eligible for an upgrade discount to get a new device. We recommended him to check the available promotions on the Cricket Wireless website or at a Cricket Wireless authorized retail store. Additionally, we offered to apply a credit to his Cricket Wireless account that would lower his next months bill and Mr. ****** accepted our offer. This credit was successfully applied to his account, and we provided him with his next account balance and due date.

We contacted Mr. ****** on October *******, to discuss his rebuttal complaint. We explained to him that the credit that was applied to his Cricket Wireless account can only be used towards his wireless service and was intended to lower his next months bill as we are not able to provide him with an account credit that could be used to purchase a new device. We also shared with him that the credit applied to his Cricket Wireless account would not be removed and explained that this credit covered the remaining balance of the BridgePay he had set up on his account and his upcoming bill, which will provide him with a month of free service.

Lastly, we want to assure Mr. ****** that Cricket Wireless strives to provide excellent customer service. We have escalated the experience he had when attempting to file a warranty claim with the executive leadership of the return center department, and they assured they would conduct an internal review. We appreciate Mr. ******* feedback.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 10/25/2024

Complaint: 22349985

I am rejecting this response because:
They treat existing customers horrible their "upgrade" is only $100 off which is nothing and the fact i had to go through all this for a warranty claim just for them to offer free service but i still have to pay for a phone favors the company so they dont lose any money, but make money cause i still have to pay. How is that great customer service. I've been with ******************** probably over 5 years now and cant even get a phone for the same price as a new customer thats crazy they're new, but I've been a loyal customer for years and had to file a claim on the bbb for a warranty claim cause they tried to force me to use my insurance on a device that was under warranty was crazy.
Sincerely,

***** ******
Initial Complaint
Date:09/30/2024
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 went to a Cricket Wireless store in *********, ** and added myself onto my husbands phone plan. There was a promotional deal to receive a free phone when adding a new line with a BYOD (bring your own device). Someone in this store closed out the transaction without giving us the free phone as a part of the promotional deal. We asked for the device and they refused and said we were trespassing and that they would call the cops unless we left. We went to another cricket store seeking help and they showed us that the Princeton store activated the free device and added it to our account. We were never given this promotional device and someone at the ********* store went into our account and put that they activated and gave us a promotional device that they NEVER gave us. And they forced us out of the store because they knew they were committing fraud.
Business Response
Date: 10/11/2024
October
9, 2024

Better
Business Bureau
Online
Complaint

No: 22360411
Re: Courtney
Piatti

Dear
Sir/Madam,

This
correspondence is in response to a complaint filed by Courtney Piatti. In her
complaint, Ms. Piatti states that she visited a Cricket Wireless authorized
retail in Princeton, TX, to add a line to her husband's account and was
promised a free device as part of a promotional deal for adding a new line with
a Bring Your Own Device (BYOD). However, the authorized retail representative
closed the transaction without providing the free device, and when she
requested it, they accused her of trespassing and threatened to call the
police. Ms. Piatti states she visited another Cricket Wireless authorized
retailer, which revealed that the Princeton authorized retailer had
fraudulently activated the promotional device on her account without giving it
to her and forced her out to cover up the fraudulent activity. Ms. Piatti is
requesting assistance to resolve this issue.

We
contacted Ms. Piatti on October 4, 2024, to discuss her complaint. After
reviewing her account, we clarified the conditions for obtaining a free device,
I explained to her that a free device can be obtained when a customer requests
it before the activation; however, she requested to activate a bring your own
device (BYOD). She mentioned that she was trying to get an iPhone 12, but the
authorized retail representative completed the activation of her device. We explained
that we would escalate her feedback to our executive leadership team which works
directly with the authorized retailer management and leadership. They will
investigate and handle it internally. Additionally, we offered a free month of
service for her inconvenience and time. Ms. Piatti accepted the offer and
confirmed she did not have any other questions regarding this complaint.

Regards,

Cricket
Wireless
Office of the President
1025
Lenox Park Blvd. NE
Atlanta, GA 30319
Initial Complaint
Date:09/28/2024
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.
Date 9/28/24 Paid $172 should have paid $95 I visited the store located on *************************************** to upgade a phone on my line, the cashier grabbed a screen protector and a phone case, i told her i was not interested in purchasing ( I have been scammed at this location before and am aware that they always try to sneak in phone cases into the sale) the cashier explain that it was part of the promotion and that it was included it the bundle. Once she told me that the total would be $170 to upgrade a $70 phone i asked why it was so much? As i only expected to pay $70 for the phone and $25 activation fee, she said it was due to taxes. I then again asked if I could remove the case and screen protector and she said it was part of the bundle and i didnt have to pay for them. I paid the amount and headed out only to realize that she didnt give me my receipt. I went back in and asked for my reciept she reluctantly handed it to me. When i was reviewing the receipt i realized she charged me $50 for a screen protector and case. I went back in to ask why she said because of the screen protector and case i got a $90 discound on the phone, I asked her to show me a flyer with that promo which she was unable to produce. I asked for a refund and she said i would have to pay $150 i said thats fine and she still did not give me a refund. This is the 3rd time they have tried to do this at this location. I demand an investigation be opened and a full refund of my money.
Business Response
Date: 10/07/2024
October 7, 2024

Better Business Bureau
Online Complaint

No: 22353587
Re: Patricia Herrera

Dear Sir/Madam,

This correspondence is in response
to a complaint filed by Patricia Herrera. In her complaint, Ms. Herrera states
she visited the store located at 5618 Albemarle Road, Charlotte, NC 28212 on
September 28, 2024, to upgrade a phone and was charged $172 instead of the
expected $95. She stated that the store representative included a screen
protector and phone case, claiming they were part of a bundle promotion,
despite her refusal. Upon reviewing her receipt, she discovered a $50 charge
for these items and was informed that she received a $90 discount on the phone
due to the bundle. When she requested a refund, the representative demanded
$150 but did not process the refund. She demands an investigation and a full
refund.

We contacted Ms. Herrera on
October 1, 2024, to discuss her complaint. After reviewing the account and
invoice, we found that Ms. Herrera purchased a new device and was charged for a
screen protector and case for her device. We explained that the Cricket
Wireless Terms and Conditions of Services state that amounts paid for service
charges are non-refundable and account balances are not transferable,
refundable, or redeemable for cash. Full Terms and Conditions can be found at: https://www.cricketwireless.com/terms.

We apologized to Ms. Herrera
and explained that even though payments are non-refundable, we made an
exception for her and offered to apply a courtesy credit to cover the amount
charged for accessories. Ms. Herrera agreed to our offer. We confirmed with Ms.
Herrera we escalated her experience to our executive leadership for this store
location and assured they would investigate with the store manager and
representatives.

Regards,

Cricket Wireless
Office of the President
1025 Lenox Park Blvd. NE
Atlanta, GA 30319
Initial Complaint
Date:09/28/2024
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.
As of today, Saturday 9/28, I have been without cell service for six days. My phone was illegally ported out to Airtalk Wireless on 9/24 and a fraudulent account (Account# ****************** PIN: ***** was established in my name. I have filed complaint after complaint for help with Cricket's **************** line and Case# C-KEZURY was created. I've called day after day using a ****** Voice number that only operates over wi-fi with no results while I suffer without cell service. The local branch was also of no help to me as well. This is unacceptable and I want my service reactivated with Cricket NOW. You already have *******'s account ***************** PIN, so port my number back in today.
Business Response
Date: 10/10/2024
October 10, 2024

Better Business Bureau
Online Complaint

No: 22353506
Re: Luis Pena

Dear Sir/Madam,

This correspondence is in
response to a complaint filed by Luis Pena. In his complaint, Mr. Pena states he
has been without service for six days, as his line was illegally ported out to
Airtalk Wireless on September 24, 2023, resulting in a fraudulent account being
established in his name. Mr. Pena states that after filing multiple complaints
with Cricket Wireless he still has not received a resolution. He has been
forced to use a Google Voice number over Wi-Fi to seek help, but to no avail,
and the local branch has also failed to assist him. He demands immediate
reactivation of his service with Cricket Wireless, as all necessary details for
porting his number back are already available. Mr. Pena is requesting
assistance to resolve this issue.

We contacted Mr. Pena on
October 1, 2024, to discuss his complaint. After reviewing his account, we
informed him that our advanced tech support team successfully recovered his
phone number and created a new Cricket Wireless account. We assisted him in
activating an eSIM, and after a scheduled callback, he confirmed that his
services were working as expected.

We processed a one-time credit on
his account for the inconveniences he experienced and we assisted him in
stablishing a new 4-digit PIN for additional account security. We explained the
account lock option that will add security to his account. We assured Mr. Pena
that his feedback would be shared with our executive leadership team which
works directly with the store he visited and the call center leader to review
his interaction and address it internally. Mr. Pena expressed satisfaction with
the resolution.

Regards,

Cricket Wireless
Office of the President
1025 Lenox Park Blvd. NE
Atlanta, GA 30319
Initial Complaint
Date:09/26/2024
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 attempted to obtain service with cricket wireless but was unable to. They still took my money without my authorization nearly a month ago. I also received email stating I would not be charged. I've made 5 phone calls over 7 hours and still don't have my money back.
Business Response
Date: 10/10/2024
October 9, 2024

Better Business Bureau
Online Complaint

No:22342246
Re:******* *********

Dear **********

This correspondence is in response to a complaint filed by ******* *********. In her complaint, Ms. ********* states that she attempted to obtain service with Cricket Wireless, but she was unable to do so. She states that her money was taken without authorization a month ago, and she received an email stating she would not be charged. Ms. ********* states she has made five phone calls over seven hours and still has not received her money back. Ms. ********* is requesting assistance to resolve this issue.

We contacted Ms. ********* on October 4, 2024, to discuss her complaint. After reviewing her account, we informed her that, based on our research using the order number and phone number she provided, we were unable to find a payment processed for her account. We explained to Ms. ********* that when an online order is canceled, the credit or debit card should not be charged, and the preauthorized amount should be released from her within 1 3 days. She mentioned that it had been more than three weeks without receiving her refund.We recommended Ms. ********* contact the financial institution used for the payment, as we could not locate the payment she referenced. She indicated she would contact the Better Business Bureau again and ended the call.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 10/12/2024

Complaint: 22342246

I am rejecting this response because:
I am able if needed to provide a bank statement that shows the $30 taken from my account and further provide subsequent bank statements showing no refund was given. They had no problem pulling up my account when I called. I will provide these statements if requested.

Sincerely,

******* *********
Business Response
Date: 10/17/2024
October 17, 2024

Better Business Bureau
Online Complaint

No:22342246
Re:******* *********

Dear **********

This correspondence is in response to a rebuttal complaint filed by ******* *********. In her rebuttal, Ms. ********* states that a $30 payment was taken from her account and no refund was given. She is willing to provide a bank statement showing the $30 deduction and subsequent statements indicating no refund was issued. She also mentioned that her account was accessible when she called for assistance, and she is prepared to submit these statements if requested. Ms. ********* is requesting assistance to resolve this issue.

We contacted Ms. ********* on October 4, 2024, to discuss her initial complaint. After reviewing her account, we informed her that, based on our research using the order number and phone number she provided, we were unable to find a payment processed for her account. We explained to Ms. ********* that when an online order is canceled, the credit or debit card should not be charged, and the preauthorized amount should be released within 1 3 days. She mentioned that it had been more than three weeks without receiving a refund. We recommended ************ contact the financial institution used for the payment, as we could not locate the payment she referenced. She indicated she would contact the Better Business Bureau again and ended the call.

************ shared a proof of a payment from her banking app, so we could further investigate her refund request. We attempted to contact Ms. ********* on October 14, 15, and 16, 2024 but were unsuccessful. We contacted her on October 16, 2024, via e-mail to share the outcome of the investigation, and we informed Ms. ********* that we did not find a payment processed to Cricket Wireless.

Additionally,we explained to her that we identified a payment of $30 that was processed to a third-party company that is not Cricket Wireless. Therefore, we advised that she may contact her bank for additional confirmation that the payment in question was never processed to Cricket Wireless as it was only a pre-authorized charge.

We respectfully request that this case be closed, as we are unable to further assist Ms. ******************************

Cricket Wireless
Office of the President
********************* NE
*******, ********

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