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

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless, LLC

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

• 

  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

• 

  Cricket Wireless, LLC

  1120 Lancaster Dr NE Salem, OR 97301-2933

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:09/09/2024

  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.

  My bills was due on the 1st, but i payed on it on the 30th. On the 1st i went in to the cricket buissness for a new fone. So i was told the cheapest one i can get was 180. **************************************************************************** the offeice activating my new fone. In the text they were thanking me for my payment of .31 cents. And i told the girl. She said thats weird .. but i never received a text saying i just payed ******. Same night my fone gets disconnected saying they needed 31 dollars to turn it back on. I payed it and went to the store and asked why i was disconnected and charged 31. Dollars.. she said her computer shows nothing about a 30 dollar payment .. she said do you have a receipt? I said you never gave me one.. she said well i cant do anything without one. So i pull up the text message confirming i payed ************************************************ anything because her computer doesnt show it.. i was able to pull up the details i sent you and wow.. now my bill went ***** 55 to 76 and she charged me for a case and a protector i never payed for... she refuses to help me and i called cricket and they cant help me .. total they stold 100 dpllars and i want my money back .. please thank you

  Business Response

  Date: 09/24/2024

  September 23, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22260780
  Re: ***** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* stated that her bill was due on September 1, 2024, but she paid it on August 30, 2024. On September 1, 2024, she visited the Cricket Wireless store to purchase a new phone and was informed that the cheapest option was $180.00, which she paid using her card. While in the store activating her new phone, she received a text on her old phone thanking her for a payment of $0.31. She informed the store representative, who found it unusual and did not provide a receipt for the $180.00 purchase. That same night, her phone was disconnected, and she was told she needed to pay $31.00 extra to reactivate it, which she did. Upon visiting the store again, she was informed that there was no record of her $30.00 payment and was asked for a receipt, which she did not receive. Despite showing the text message confirming the $31.00 payment, the representative refused to issue a refund, citing a lack of computer records. Additionally, her bill increased from $55.00 to $76.00, and she was charged for a case and protector she did not purchase. Ms. ******* claims Cricket Wireless has stolen $100.00 from her and seeks a refund.
  
  We contacted Ms. ******* on September 18, 2024, to discuss her complaint. Ms. ******* expressed dissatisfaction with the Cricket Wireless store where she purchased her device, as she was charged for accessories and extra features without authorization, leading to an unexpected suspension of her wireless services. We apologized for the suspension and assured her that we would share her experience directly with the executive leadership team that works with the stores management team, and they will complete an internal review.
  
  Ms. ******* confirmed that after multiple visits to the store, she received a refund for the accessories and the feature that was added. Due to her inconvenience and experience, we offered to process a courtesy credit to cover the upcoming month of service and provided her with expectations regarding her next month's payment. Ms. ******* accepted our offer and confirmed she did not need any other assistance from us regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 09/26/2024

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

• Initial Complaint

  Date:09/08/2024

  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.

  I was trying to pay my fathers phone bill to keep his service on. He passed away unexpectedly June 12th. I need the phone service on in order to access his accounts as they send text message codes to his phone. I paid $60 to his phone bill and cricket took my money. I tried to use the phone in order to get text message codes send from his other accounts with other businesses so I can get his affairs in order and the phone was not working. I called cricket and was on hold for a half hour before anyone even answered the phone. The man who answered the phone asked for a pin so I gave him the only PIN number my dad had to my knowledge. He said the PIN number did not work to access the account so I asked if there was any other way to verify my dad information. He said it was only the pin or the security question to access the account and my dad did not have a security question set up. The man said he would open a ticket (not sure what that means) and I would be able to access the account in 24 hours. I gave him my personal information and my dads information and after another 20 min hold he came back and told me cant open the ticket. I asked to talk to someone higher that would be able to access the account and he said HE would talk to his supervisor and did not wait for me to respond because putting me on hold again. I was on hold for 40 minute and had to eventually hang up because I had appointments to go to. I need my dads cell phone service turned on since I paid the bill. I have proof that the $65 ($5 service fee) was taken out of my bank and the phone is still not turned on. Why would it allow me to make a payment if my dads account was cancelled as the man on the phone kept saying. Dealing with the grief of my fathers passing is hard enough as it is and this is truly making the process so much harder. Account information: ****** **** Phone number: **********

  Business Response

  Date: 09/23/2024

  September 21, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22258294
  Re: ****** ****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ****** ****. In her complaint, Ms. **** explains that she attempted to pay her father's phone bill to keep his service active and be able to access important accounts that send text message codes to his phone. Despite paying $60, the phone service remained inactive. She contacted Cricket Wireless care center, was on hold for an extended period, and was asked for a PIN, which did not work. The representative mentioned opening a ticket but later stated he could not do so and put her on hold again to speak with a supervisor. After being on hold for another 40 minutes, she had to hang up due to other commitments. She has proof of the $65 payment (including a $5 service fee) being deducted from her bank account. Ms. **** is requesting assistance to restore the phone number.
  
  We attempted to contact Ms. **** on September 10, 13, and 16, 2024 but were unsuccessful. To investigate Ms.Longs concerns, we need to be able to communicate with her. Should Ms. **** still require assistance, she may contact ********, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards, 
  
  
  Cricket Wireless ? 
  Office of the *********?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:09/06/2024

  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.

  Cricket Wireless contacted me to refund $750 and said it would be good for credit on my account or for a new phone (the main purpose in getting a refund). Now that the refund as come through, I cannot order the phone as they had promised. This is just one more of their lies that they keep telling me to get me off the phone and hope I am taken care of. I don't want the $750 credit to go to my billing, I had expressed that very clearly multiple times, yet that is all it is good for. I am planning on leaving them, due to their lying and hanging up on me (I don't swear or verbally abuse them in any way). I just need them to make the credit they promised to be good towards a phone that they promised.

  Business Response

  Date: 09/23/2024

  September 21, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22251020
  Re: ****** *********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *********. In his complaint, Mr. ********* states that Cricket Wireless contacted him to refund $750, which was intended to be used for credit on his account or for a new phone, the latter being his primary goal. However, upon receiving the refund,he discovered that he could not order the phone as promised, and the credit was only applicable towards his accounts billing, despite his clear and repeated requests otherwise. Additionally, he perceives this as deceptive practices and mentions his intention to leave the service due to these issues and previous instances of being hung up on during calls. Mr. ********* seeks a resolution to ensure the credit can be used towards purchasing a new phone, as initially promised.
  
  We contacted Mr. ********* on September 16, 2024, to discuss his complaint. We informed Mr. ********* that in his previous Notice of Dispute (NOD), he signed an agreement that outlined the terms of the agreed settlement. We advised Mr. ********* that he would need to refer to the agreement he signed.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22251020
  
  I am rejecting this response because: they had told me the credit they were providing was good for the purchase of a phone.  I took a day to decide to accept the offer, and only did so because they verbally told me it would be good for that.  Now that I cannot use the credit to purchase a phone, I have credit for service that is unreliable at best.  I wanted to try to solve the issue of the service and now I am still without good service because they lied about the credit being good for a phone replacement.  I accepted their offer, but they misrepresented what it was good for.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 10/02/2024

  October 2, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22251020
  Re: ****** *********
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ****** *********. In his rebuttal, Mr. ********* expressed that he was verbally informed the credit provided would be applicable towards the purchase of a phone. After taking a day to decide and accepting the offer based on this information, he discovered the credit could not be used for a phone purchase. Consequently, Mr. ********* states that he now possesses credit for a service he finds unreliable and feels misled about the terms of the credit, which has left him without a satisfactory resolution to his service issues.
  
  We contacted Mr. ********* on September 16, 2024, to discuss his complaint. We informed him that in his previous Notice of Dispute (NOD), he signed an agreement that outlined the terms of the agreed settlement. We advised Mr. ********* that he would need to refer to the agreement he signed.
  
  We respectfully request that this complaint is closed at this time, as we are unable to further assist Mr.*********.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22251020
  
  I am rejecting this response for the following reasons:
  Cricket verbally confirmed that the credit I received could be applied toward the purchase of a new phone. There was nothing in the written documentation that contradicted this, yet they have not fulfilled their promise. After nearly six months of declining servicecaused by following their recommendation to install an eSIM card that immediately degraded my service to a success rate of about 50%my sole intention was to use the credit toward trying a new phone to see if that resolved the problem. Instead, I now have a credit for a service I have no interest in continuing to use, as the service quality has not improved.
  

  Cricket has misrepresented their position, and Ive been left with no viable solution. After 10 years as a loyal customer, I will be leaving ******************** unless they honor their verbal agreement and allow the credit to be applied toward a new phone, as originally communicated. This is my last attempt to resolve the issue before I move on.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:09/05/2024

  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 a customer of ********************** for many years. I decided to move my mobile phones to a different carrier on 8/21/24. When the move was completed that day Cricket cut off all access to my billing account. ******************** proceeded to take out a $90 prepay for the month of September on 8/23 after I left the company. When I contact their customer service department I was told no refunds or prorating could be given on a disconnected account. When I asked why they thought it was ok to keep money for services they admittedly aren't supplying they said" we are sorry you feel that way".

  Business Response

  Date: 09/26/2024

  September 26, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22241640
  Re: ***** *******
  
  
  Dear ********************************** correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* states that after being a long-time customer of **********************, she decided to switch her wireless numbers to a different carrier on August 21, 2024. Upon completing the port, Cricket Wireless cut off all access to her billing account. Despite her transferring her wireless numbers, Cricket Wireless proceeded to withdraw a $90 payment for September on August 23, 2024. When she contacted the Cricket Wireless customer care department, she was informed that no refunds or prorating could be provided for a disconnected account. Ms. ******* is requesting a refund.

  We contacted Ms. ******* on September *******, to discuss her complaint. After reviewing her account, we explained to her that as outlined 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 in cash. Full terms and conditions can be found at: ******************************************.

  We shared with Ms. ******* that her payment was processed on August 22, 2024, before she ported one of her wireless numbers to a different provider, the accounts billing cycle started on August *******, and on August 28, 2024, her second number was ported.

  Ms. ******* explained she attempted to stop the Auto Pay through the online/myCricket account; however, it was not completed due to login issues. We informed her that as an exception we processed her refund to the original payment method she used. We asked ********** to allow 3 to 5 business days to receive her refund.
  
  Regards,

  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,** 30319

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  cricket wireless charge me ***** to change my phone number than cut my phone of the following day saying due to non-payment i paid my bill earlier this month and the ***** dollar charge was supposed to be on this upcoming bill when i called they would not put my phone on until i paid the bill of ***** which was an reconnecting charge they have done this in the past and this is the first time time reaching out for help i believe this is a predatory display they do to their customer due to lack of sales and its unfair and i explained that to the customer service agent that i was on chat with and he disconnected the chat and hung up on me me his name was **** *. after waiting 20 minutes for an agent i went to a chat and it was horrible.

  Business Response

  Date: 09/20/2024

  September 18, 2024.
  
  Better Business Bureau
  Online Complaint
  
  No: 22242163
  Re: ***** ****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ****. In his complaint, Mr. **** states that Cricket Wireless charged him $15.00 to change his phone number and subsequently cut off his service the following day due to non-payment, despite having paid his bill earlier in the month. The $15.00 charge was supposed to be included in the upcoming bill. When he contacted customer service, he was informed that his phone would not be reactivated until he paid a $45.00 reactivation fee. He expressed that this situation has occurred in the past and believes it to be a predatory practice and after trying to explain this matter to a customer service representative, they closed the chat without taking action. Mr. **** is requesting a resolution to this issue.
  
  We contacted Mr. **** on September *******, to discuss his complaint. After reviewing his account, we confirmed that he changed his phone number on September 2, 2024, through customer service but the $15 phone number change fee which is required to be paid upfront, was not paid. As we are a prepaid provider, this transaction generated a due now balance and, since it was not paid before the day ended, the account was suspended due to non-payment. Mr. **** was required to pay $40 to reactivate his service,which included the phone number change fee, a reactivation fee, and prorated charges for a new bill cycle.
   
  Mr. **** added that he was advised by the agent who changed his number that the required fee would be added to his account and would not be charged until the following due date. This is the reason why he did not pay attention to his account balance. We assured him that we will escalate his experience with our call center leadership team to further investigate.
  
  We advised him that as set forth in the Cricket Wireless terms and conditions of service, our payments are non-refundable, creditable, or redeemable in cash. However, we offered to apply a one-time credit to his account to compensate for the fees he was charged. He accepted our offer and confirmed that he did not need any additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attempting to switch wireless carriers for my 13 year old son from Cricket Wireless. I own his unlocked phone which should be able to move to any carrier. The phone is on the national lost/stolen registry but I have been paying his cellular bill for 22 months. I purchased the phone from Cricket in November 2022. Cricket needs to remove the phone from the registry but are saying they do not see any restrictions on the phone. Until they release the phone, it is useless and is forcing me to use their service. I would like them to clear all restrictions on the phone or provide me with a new Apple iPhone 11 if they cannot.

  Business Response

  Date: 09/20/2024

  September 20, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22241315
  Re: ******* **********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* **********. In his complaint, ************* states that he is attempting to switch wireless carriers for his 13-year-old son from Cricket Wireless. He owns his son's unlocked phone, which should be able to move to any carrier, but it is listed on the national lost/stolen registry. He purchased the phone from Cricket Wireless in November 2022. He has requested Cricket Wireless to remove the phone from the registry,but Cricket Wireless claims they do not see any restrictions on the phone.Until they release the phone, it is useless and forces him to use their service. He requests that Cricket Wireless clear all the restrictions on the phone or provide him with a new Apple iPhone 11 if they cannot.
  
  We contacted Mr. ********** on September 16, 2024, to discuss his complaint. After reviewing his account and the **** provided, we found that the device was blacklisted by AT&T Mobility. We explained that only the carrier that has added the device to the blacklist can remove it. We confirmed with him that at this time the device does not show being lost/stolen with Cricket Wireless.
  
  We reported Mr. *********** case to AT&T and confirmed that the device has been removed from the blacklist. We advised him that it could take up to 30 days for his device to be cleared with all carriers. We recommended that he check with the carrier he wants to switch his service to ensure the device has been removed from their end. Mr. ********** confirmed he did not have any other questions for Cricket Wireless regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 09/22/2024

   
  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:09/04/2024

  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.

  My husband and I have had the same plans at cricket for several years now same cost no changes to our plans, we paid our bills on time before the cut off date to avoid a $5 charge for reactivating fee only to get up have no phone plus being charged apparently new plan fee in addition to $5 each reactivating fee which we did not receive any information at all from cricket that our monthly plan cost had increased zero notice email text or call! Then being charged extra plus reactivating fee with no notice

  Business Response

  Date: 09/20/2024

  September 18, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22237029
  Re: **** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ******. In her complaint, Ms. ****** mentioned that she and her husband have maintained the same plans with Cricket Wireless for several years without any changes or cost increases. Despite paying their bills on time before the cutoff date to avoid a $5.00 reactivation fee, they experienced a service disruption and were charged a new plan fee in addition to the $5.00 reactivation fee. Ms. ****** stated that they did not receive any prior notification via email, text, or call regarding an increase in their monthly plan cost, leading to unexpected charges and service issues. Ms. ****** requests an explanation for this issue.
  
  We contacted Ms. ****** on September 11, 2024, to discuss her complaint. We informed her about her current service plan and additional features. We explained to her that a feature of 1GIG of high-speed data was recently added to her plan; however, she stated that she never requested such a feature to be recurrent, as she attempted to use it only once. We shared expectations regarding the charges incurred after the suspension of services.
  
  Although fees were charged correctly,we processed a one-time courtesy credit on her account. We also set up a cancellation request to be completed automatically at the end of the billing cycle for the extra feature on her line, as she no longer needed the extra feature. Additionally, we shared with her the expectations about the next months payment.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into this store to purchase an iPhone 15 Pro Max 1TB on 6-24. I told the representative twice which one I wanted to ensure she ordered the correct one. The order was overnighted in which I received 6-25. Somehow the young lady that rung me up ordered the wrong storage but the correct phone iPhone 15 Pro Max 256GB. I have attempted to return this phone since 6-25. I have contacted the store since that is where it was ordered. I have contacted Cricket Corporate since this was an authorized dealer store. I have also attempted to contact ****** which is the company I used to pay for the phone. Neither of those companies have assisted me in returning. I did my due diligence and started with the store even asked to speak with the store's owner. Only to be told he was out of town. The store manager was over the phone and would not help. She kept insisting that the system they had would not allow them to cancel the transaction, return the phone etc. For me to contact Affirm since I used them to pay. The store has a 7 day return policy in which I tried multiple times to return via in store and online within the timeframe. Only to be told that I had to contact the store and the store was not helping. The **** there sent me to Cricket Corporate in which I filed a complaint with them as well. The **** again sent me to Affirm. I have been bamboozled trying to return this phone. Since I have been given the run around It has been pass the 7 days with Cricket and the 60 days with Affirm.

  Business Response

  Date: 10/03/2024

  October 2, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22236256
  Re: ***** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* detailed an issue that began on June 24, 2024, when she visited a Cricket Wireless authorized retail store to purchase an iPhone 15 Pro Max 1TB. Regardless of clearly specifying her desired model twice, the representative mistakenly ordered an iPhone 15 Pro Max 256GB, which she received on June 25, 2024. Since,she has made numerous attempts to return the incorrect device, contacting the authorized retail store, Cricket Wireless corporates office, and Affirm, all to no avail. The store's manager, who was only available over the phone,insisted that their system could not process the return and directed her to Affirm. Despite her efforts to resolve the issue within the store's 7-day return policy and Affirm's 60-day period, she has been unable to return the phone and feels she has been given the runaround by all parties involved. Ms. ******* would like to return the device and request a refund.
  
  We contacted Ms. ******* on September 23, 2024, to discuss her complaint. After reviewing her account, we provided her with the information of the 7-day return policy and informed her that we would make an exception to assist her with the device return process. We shared with her a return label and provided to her the instructions on how to send the merchandise back to our warehouse.
  
  We confirmed that the package had been returned successfully on September 27, 2024, and we informed Ms. ******* that we had issue a refund check that will be mailed to the address she provided. We advised her that the check would take 10 15 business days to be ************. ******* confirmed she does not need additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 10/03/2024

   
  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:09/03/2024

  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 purchased 2 cell phones from Cricket on the 29th of August and it proceeded to lock itself from being able to use it. My mother was the one that placed a pin on the phone and then forgot it right after that. I attempted to return the phone to the store that I bought it from and they told me to take it to a repair shop to get it unlocked and I did that and paid 30$ for it and then we took it back to the store again and then they said we couldn't get into the phone without a Gmail password and I am her daughter and I tried to use my Gmail account to unlock it but they said we have to use the same Gmail account that set up the phone in the first place and we don't remember the password to the Gmail account so I can't seem to do anything about this phone that I don't want anymore but can't seem to return it. We were not told about any of this important information when we purchased the phones and I am out 300$ for the 2 phones and can't return them . Please help me to get this matter resolved ASAP.

  Business Response

  Date: 09/23/2024

  September 21, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22220933
  Re: ******* *******
  
  
  Dear ********************************** correspondence is in response to a complaint filed by ******* *******. In her complaint, Ms. ******* states that she purchased two devices from ********************** on August 29, 2024, which subsequently locked themselves due to a forgotten PIN set by her mother. After paying $30 at a repair shop to unlock the phones, she was informed by a Cricket Wireless authorized retail store representative that the original Gmail account used to set up her devices was required, but they could not recall the password. Consequently, she is unable to return the devices and is out $300 for the two devices. Ms. ******* seeks assistance in resolving this matter promptly.
  
  We attempted to reach Ms. ******* on September 11, 13, and *******, but were unsuccessful. To investigate her concerns, we need to be able to communicate with her. Should Ms. ******* still require assistance, she may contact *********, Cricket Wireless Office of the ********* Manager, at *************.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the *********  
  ***************************************** NE 
  *******,********

• Initial Complaint

  Date:09/03/2024

  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.

  On 8/24/24 I purchased 2 moto g power 5g phones. Knowing that I had 5g issues in my area I asked the store if I would be able to turn off 5g when service was bad. The store manager told me that I could. After getting home I realized I had been lied to. I left for work the following morning for the week. I called customer service many times and spend hrs on the phone trying to resolve the issue with no help. Finally I decided I would just return the phones when I returned home on 8/30/24, which was within their 7 day return policy. When I arrived at the store I was told that only the manager could do returns and she was off. So I returned on 8/31/24 to do the return with the manager and she refused to do anything even though I had all required paperwork and the phones were in perfect condition and she was very rude about it. I then contact customer service and they could not do anything either. Please, if you are looking for a phone service, DO NOT GO TO CRICKET WIRELESS.

  Business Response

  Date: 09/23/2024

  September 23, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22223775
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** states that on August 24, 2024, he purchased two ************ 5G phones at a Cricket Wireless authorized retail store, having been assured by the store manager that he could disable the 5G option when service was poor. Upon discovering this was not possible, he contacted the customer care center multiple times without resolution. He then attempted to return the phones within the seven-day return policy on August *******, but was informed at the Cricket Wireless authorized retail store that only the manager could process returns, and she was unavailable. When he returned on August 31, 2024, the manager refused to process the return despite the phones being in perfect condition and all required paperwork being **********. Bumpas added that the store manager was very rude. He is requesting assistance to return his devices.
  
  We contacted Mr. ****** on September 12, 2024, to discuss his complaint. After reviewing the account, we found his ********************** account was canceled. He explained he wanted to return the two devices he purchased and receive a refund. We sent him a return label so he could return the devices to our warehouse. On September 18, 2024, we confirmed with him that we received the equipment successfully.
  
  We explained to Mr. ****** that we issued a refund for the value of the devices he purchased. We shared that it would take 10 to 15 business days to receive the refund check at the mailing address he provided. Mr. ****** confirmed he did not have any other questions or concerns regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********