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

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

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

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:09/03/2024

  Type:Customer Service 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 having issues with my phone service with Cricket. Started July 28, 2024 and is still happening today August 2nd. My apps are glitching and text are not going through, or late. I have tried calling cricket and there are no customer service **** answering phone calls. My bill was due yesterday, August 1. I tried using the app to pay my phone bill and it would not take my card, I was able to use the app to chat to a representative. They sent me a link to pay my phone bill through the cricket website which was also unsuccessful and I even used two different valid cards. I let the customer service know and they just left the chat. The fourth person I connected to gave me the same information and when I said it was not working still they exited the chat also. So I called a cricket store and found out that there was an issue with the tower and their service and that I needed to come into a store, with ******** would be charged $5 extra for paying in store. So I had to pay a family member to order an **** to pick me up, go to the bank, go to a cricket store to pay my bill, and go back home. I spent $25 for ****, $2.50 for an ATM fee, an extra $5 on top of my phone bill to pay my bill in store, all because of their system failure and tower issue. Not to mention wasted time & also five days of very bad cell phone service. & Cricket still wont answer calls today. I am also contacting you because I got my phone about seven months ago and was overcharged sales tax on the phone. I paid almost $50 for just the phone tax. I referred a family member who got the same exact phone the very next day and only paid $13 on their phone tax. And I do have the receipts for proof if they are needed. And because I referred a family member as new customer I was suppose to receive a referral discount on my phone bill after 3 months which never happened. I meant to contact BBB sooner but with the current issue that just happened, I am reporting everything now. Please help me.

  Business Response

  Date: 09/18/2024

  September 17, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22230951
  Re: ******** ****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ******** ****. In his complaint, Mr. **** reports experiencing issues with his Cricket Wireless service starting on July 28, 2024, until August 2, 2024. He states his apps were glitching, and text messages were not going through or were delayed. Despite attempting to contact Cricket Wireless,he was unable to reach a customer service representative. He adds that he was unable to pay his phone bill through myCricket app or the website and was forced to pay at a Cricket Wireless authorized retailer with an extra charge of $5 for the assistance fee. He continues that he had to make an additional payment for transportation to pay his bill. Mr. **** states that he was overcharged for sales taxes on his phone when he purchased it around seven months ago and did not receive a referral discount on his phone bill as promised. He is requesting assistance in resolving these issues.

  We contacted ******* on September 10, 2024, to discuss his complaint. After speaking with him,he explained that he had experienced issues with his services. We offered to assist him in performing a troubleshooting process that would boost his network connection, but he refused our help to troubleshoot his device.

  Additionally,we reviewed the purchase invoice for the device in question and explained that we did not find any unauthorized and/or overcharges. Lastly, we did not find any Refer a Friend requests and/or history on his Cricket Wireless account,therefore, a referral credit was not applied due to ineligibility. We offered Mr. **** a one-time courtesy credit to his account for the difficulties he experienced; however, he declined the credit stating he would contact the Better Business Bureau.
  
  
  Regards, 
  
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******,** 30319

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22230951
  
  I am rejecting this response because:I was not offered a troubleshooting process that would boost network connection, therefore I did not refuse the help. The lady told me that she would check what was going on with my service and figure out why I was having service issues, she asked me to hold so she could check. When she return to the call she didnt say anything about the service issues she just said she could offer me a $100 credit. I declined the offer because at the time I had calculated incorrectly and thought I was owed about $140.00. But I was actually owed $105.35. When I said no to the offer, there was no mention of the service issues or any offer to help me with troubleshooting the service. That is why I said I would contact the Better Business Bureau again and she hung up. They are also claiming in the response that they did not find any reason for overcharges when I bought my phone, and also that I was ineligible for my refer a friend credit because I did not do it or something. However, I did do it and I uploaded pictures of both mine and my family members receipts that shows that I paid $47.85 more for my phone from outrageous taxes that Im not even sure how it is even legal to do that. I also uploaded a picture of my family members phone with the text I had sent them March 5 with my refer a friend code.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 09/25/2024

  September 25, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22230951
  Re: ******** ****
  
  
  Dear ****************************** correspondence is in response to a rebuttal complaint filed by ******** ****. In his rebuttal, Mr. **** states that he was not offered a troubleshooting process to boost his network connection and did not refuse help. He mentioned that he was promised to check his service issues and offered a $100 credit to his Cricket Wireless account,which he declined due to a miscalculation of the owed amount. Additionally, he claimed overcharges of $47.85 on his phone purchase due to excessive taxes and provided evidence for his refer-a-friend credit, which he believes was wrongfully denied. He expressed frustration over the lack of resolution and mentioned contacting the Better Business Bureau again. He is requesting a resolution to his issue.

  
  We contacted Mr. **** on September 10, 2024, to discuss his original complaint.After speaking with him, he explained that he had experienced issues with his services. We offered to assist him in performing a troubleshooting process that would boost his network connection. Additionally, we reviewed the purchase invoice for the device in question and explained that we did not find any unauthorized and/or overcharges. Lastly, we did not find any Refer a Friend requests and/or history on his Cricket Wireless account, therefore, a referral credit was not applied due to ineligibility. We offered Mr. **** a one-time courtesy credit to his account for the difficulties he experienced; however, he declined the credit stating he would contact the Better Business Bureau.

  
  We contacted Mr. **** on September 24, 2024, to discuss his rebuttal complaint. After reviewing his account and coverage details, we did not find any outage affecting the area where he lives. We assisted him with a troubleshooting process to boost his network connection. He confirmed the troubleshooting steps boosted his service, and he can see 5G now. Additionally, he accepted the credit, that was previously offered to him, we applied the credit and explained the next due date and balance. Mr. **** did not have any additional questions regarding this complaint.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  Date:09/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cricket wireless is not conducting business and a reasonable mannerism after I initiated and executed payment and at the call again I placed on hold Mumble jumbled around got linked to a chat spoke to a bot wake me back to some more mumbo jumbo and then I was able to initiate the payment been trying all f****** day and they have made this purposely difficult for me and I'm thinking some type of compensation

  Business Response

  Date: 09/17/2024

  September 17, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22230209
  Re: ***** ****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ****. In his complaint, Mr. **** states that Cricket Wireless is not reasonably conducting business after he initiated and executed a payment. He states his calls are placed on hold, then linked to a chat with a bot, and facing further complications before finally being able to initiate the payment after trying all day. Mr. **** feels that the process was made purposely difficult, leading him to consider seeking some type of compensation.
  
  
  We contacted Mr. **** on September *******, to discuss his complaint. Mr. **** reiterated his dissatisfaction with the process of making a payment to Cricket Wireless and the extended wait time when calling the customer care center. We apologized to Mr. **** for the difficulties he experienced and attempted to provide him with information about our alternative payment methods. We attempted to gather additional details about his experience; but Mr. **** again expressed his frustration and requested that we not contact him again either by phone or email before ending our conversation.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:09/02/2024

  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 to disconnect a line of service for 3 days with customer care by phone and the company has been more than negligent in helping to get this problem resolved in a timely manner and I shouldnt have had to make so many attempts to resolve this issue which has resulted in me being charged for a service I am not using. I spoke with ***** and *****(supervisor) in regards to this situation and they became personal asking why did I cut it off then cut it back on and want to cut it back off in which that shouldnt matter when I paid all fees upfront. They were very rude and told me that well I shouldve just left the phone off.

  Business Response

  Date: 09/19/2024

  September 20, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22229896
  Re: ******** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******** ******. In her complaint, Ms. ****** states that she has been trying to disconnect a line of service for 3 days with the Cricket Wireless customer care center and the company has been negligent in helping to get this problem resolved in a timely manner. She adds that she had been charged for a service she is not using. ********* states that she spoke with a customer service representative and supervisor regarding this situation, and they became personal, questioning her reasons for disconnecting and reconnecting the service, which she found irrelevant since she had paid all fees upfront. She also reports that they were very rude and suggested she should have just left the line disconnected. Ms. ****** is requesting assistance to resolve this issue.
  
  We contacted Ms. ****** on September 13, 2024, to discuss her complaint. After reviewing her account, she confirmed that her main concern had been resolved. She mentioned that she contacted Cricket Wireless customer care center, and a supervisor was able to assist her with the cancellation request. We applied a courtesy credit to Ms. ******* account to compensate her for the inconveniences experienced.
  
  We want to assure Ms. ****** that Cricket Wireless takes pride in our customer service experience and is committed to providing excellent customer service in every interaction. We shared with her that we have escalated her experience to our call center leadership teams and assured her they will investigate further with managers and representatives.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:08/31/2024

  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.

  A hotspot was on my account that was never used . I called earlier this week to get an adjustment to my account and was told a supervisor would call me and that didnt happen

  Business Response

  Date: 09/20/2024

  September 20, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22225112
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In this complaint, Ms. ****** states that a mobile hotspot feature was added to her account, and she never used it. She adds that she contacted the customer care center to get an adjustment to her account; however, she was advised a supervisor would contact her back and it did not happen. Ms. ****** is requesting a resolution to this issue.
  
  We contacted Ms. ****** on September 12, 2024, to discuss her complaint. After reviewing the account, we found that she did have a mobile hotspot feature added on her line and discovered that this feature was removed on August 27, 2024. We explained to Ms. ****** that the Cricket Wireless Terms and Conditions of Services state that amounts paid for unused features and service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Full Terms and Conditions can be found at: ******************************************.
  
  We explained to Ms. ****** that even though payments are non-refundable, we made an exception and offered to apply a credit to her Cricket Wireless account. She agreed to our offer and confirmed that she was satisfied with the resolution provided.
  
  We thank Ms. ****** for her communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:08/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a bridge payment on August 22 of 55 dollars on August 29 the remaining balance was ***** my girlfriend used her chime account and paid through the link from a text message sent from cricket. She accidentally hit the 2 instead of 3 when she sent ***** . Our account was suspended.over 1 cent. I called customer service. After being hung up on twice I waited 45 min to talk to a representative. He told me I had to pay ***** to restore my service. I asked to speak to his supervisor. I was put on hold again,waited for 2hrs just to be told I broke a promise with cricket therefore I should pay the *****. And I was disconnected. I then tried to open my cricket app only to find it said this app could not be found.I had no choice but to pay the ***** . I feel like Cricket could have been more helpful. Instead I paid ****** for my phone bill. They know the got you so they stick it to you whenever they get a chance 1

  Business Response

  Date: 09/23/2024

  September 23, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22222638
  Re: ***** ******
  
  
  Dear ********************************** correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** states that on August 22, 2024, he set up a ********* making a payment of $55. The remaining balance was $30.13, but on August 29, 2024, his girlfriend accidentally paid $30.12 instead. Consequently,his account was suspended over $0.01 cent. After he contacted Cricket Wireless customer care department, and waited for extended periods of time, he was informed he had to pay $55.01 to restore service. Despite requesting to speak to a supervisor and facing further delays, he ultimately had to pay $135.01 for his wireless service bill. Mr. ****** is requesting assistance to resolve this issue.
  
  We contacted Mr. ****** on September 19, 2024, to discuss his complaint. After reviewing his account, we confirmed that his wireless account was suspended because the full remaining balance for BridgePay was not processed due to $0.01. We informed him that once ********* is active, the second payment will consist of the remaining monthly payment. If a full second payment is not made,a full monthly service payment plus applicable fees is required to restore service.
  
  We want to assure Mr. ****** that Cricket Wireless takes pride in our customers'experience and is committed to providing excellent customer service in every interaction. We shared with him that we have escalated his experience to our call center executive leadership team and assured him they will investigate further with manager and representative.
  
  We offered Mr. ****** to add a one-time credit to his wireless account, and he accepted the credit. Additionally, we shared information regarding his next months due date and bill. Mr. ****** confirmed he did not have any other question regarding his case.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,********

• Initial Complaint

  Date:08/30/2024

  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.

  I have been trying to contact Cricket all day. The first two calls dropped, and then their office was closed. This is an emergency! I have been on the streets for four days with no access to my ***** Fargo account that their bill pay is linked to; all I need is my new iPhone 15 Pro Max. Please let me know when this is done. I thank you profusely in advance!

  Business Response

  Date: 09/19/2024

  September 19, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22222431
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** reports multiple unsuccessful attempts to contact Cricket Wireless, due to dropped calls and office closure. He states that he is in an emergency, having been on the streets for four days without access to his ***** Fargo account, which is linked to Cricket Wireless bill pay service, and he asserts that he needs his new iPhone 15 Pro Max. Mr. ****** is requesting assistance to resolve his issue.
  
  We attempted to contact Mr. ****** via phone call and e-mail on September 10, 13,and 16, 2024, to discuss his complaint, but we were unsuccessful. To investigate Mr. ******** concerns, we require communication with him. Should he still require assistance, he is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:08/30/2024

  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 08/29/2024 MY CRICKET PHONE FELL OUT OF MY VEHICLE AND CRACKED. IT HAD PROTECTION INSURANCE ON IT, BUT THE CRICKET REPRESENTATIVE IN THE BRANCH OFFICE INDICATED THAT THE PHONE WAS DISCONTINUED FOR THE AMOUNT OF $19.99 . He proceeded to share with me about an updated Android smart phone that would cost with the case, protective veneer and the phone for around $166.00. I gave him .$20.00 cash and paid the balance from my credit card. He was suppose to take my old phone and add everything on it to the new phone. Unfortunately, he added the wrong app that would not allow me to answer any calls or receive any, so I brought it back an hour a 1/2 later. I could understand if it was inexperience with the phone, but he indicated that he would have to upload another app and if that did not work, he would provide a new phone. When he uploaded the new app, it appeared as if I had two phones icon on the face of the phone and he indicated that it would take 5 minutes to get rid of it. I was working with two representatives and the other Representative heard him say he would provide a new phone if it could not be corrected. I did get a phone call and he indicated that I could take it and when I completed my call, I asked if he could correct the App with two phone icons on it, One **** indicated that it could not be done, so I asked him if he heard the other **** say that He would give me another phone and present or download it correctly. He said, yes I heard him say that but it cannot be done. So I indicated that, so he lied to me, and he said yes. So since it was NOT corrected loaded I LEFT THE PHONE AND ACCESSORIES WITH THE CRICKET SINCE I WOULD ONLY GET $17.00 TO GET A NEW PHONE. and corrected, I left the phone and all the box with the Cricket **** after he told me that if he replaced the phone I would only get $17.00 back only and not the full amount that was paid. So I said you mean, I paid a total of around $166.00 with $20.00 paid in cash AND I WOULD ONLY 17.

  Business Response

  Date: 09/20/2024

  September 20, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22222031
  Re: ******** ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ******** ******. In her complaint, Ms. ****** states that on August 29, 2024, her Cricket Wireless device fell out of her vehicle and cracked. Despite having insurance on it, she was informed by a Cricket Wireless representative at a branch office that the phone was discontinued and was offered an updated Android smartphone for approximately $166, which she paid partially in cash and the remainder via credit card. The representative was supposed to transfer all data from the old phone to the new one, but he installed the wrong app, preventing her from making or receiving calls. Upon returning to the store, another app was installed, resulting in two phone icons on the screen. The representative initially promised a new phone if the issue could not be resolved but later retracted, stating she would only receive $17 back. Consequently, she left the phone and accessories with the Cricket Wireless representative. Ms. ****** is requesting assistance to resolve this matter.

  We attempted to contact Ms. ****** on September 10, 13, 16, and 19, 2024 but were unsuccessful. To investigate Ms.Manigos 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? 
  *******, ** 30319

  Customer Answer

  Date: 09/23/2024

  Hello and Good Afternoon:  I called ********, Manager of Office of the President of Cricket Wireless at ***************************************** **, *******, GA *****. ************ since she did not appear to be contacting BBB to resolve this Complaint issue.  ******** was not available on Saturday when I called, so I called this morning and was informed that she was off today on Monday 09/23/2024.  Her email indicated that she tried to contact me on 09/10/2024, 09/13/2024, 09/16/2024 and 09/19/2024.  I never received any calls on the dates listed or received any messages. I may not have been home, but messages were not left at ************. I spoke with ****** on 09/21/2024 and spoke with ****** and ****** on 09/23/2024 and was told ******** was not available today to receive my calls.  I am cc Better Business Bureau to let ******** and the office of the President know that they can contact me, but they need to contact the Representative of BBB to resolve this complaint.  Complaint # ********.  ********, Manager of the office of the President of Cricket Wireless is available Central Time per ****** 8:00 am - 6:00 pm.  I have not had a satisfactory response from ********, Manager, Office of the President.  I am still requesting the amount of $166.51 from Cricket Wireless, since they (Tray and ******) Representativs of the ************, *********************** ********************************************************************************; *****,were left with the Phone and all accessories, I expect to receive the full amount presented to them.  
  
  
  Thank you very much
  
  

  Business Response

  Date: 10/01/2024

  
  October 1, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22222031
  Re: ******** ******
  
  
  Dear ************************* correspondence is in response to a complaint filed by ******** ******. In her complaint,she states that she attempted to contact ********, Manager of the Office of the President of Cricket Wireless but did not receive satisfactory responses.Despite ********** email indicating attempts to reach her on September 10, *****, and 19, 2024, Ms. ****** reported not receiving any calls or messages. ********* is requesting a refund of $166.51 for a phone and accessories that she returned to the Cricket Wireless authorized retailer.

  
  We contacted Ms. ****** on September 24, 2024, to discuss her complaint. Ms. ****** shared that on August 30, 2024,she went to the authorized retailer to replace her damaged device. Despite having insurance on it, she was informed by a Cricket Wireless representative that the phone was discontinued and was offered an updated Android smartphone for $166 instead. The representative was supposed to transfer all data from the old phone to the new one, but he installed the wrong app, preventing her from making or receiving calls. Ms. ****** returned the device and accessories to the authorized retailer. She added she did not receive a refund.

  
  We apologized for her experience and explained that we initiated a refund for her and that she would receive her refund check within 10 -15 business days at the mailing address that she provided.
  
  Regards, 
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

  Customer Answer

  Date: 10/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ************ find that this resolution is satisfactory to me. However, if the check for $166.51 is not forthcoming in the specified time (***** day) please continue to pursue the vendor (********, Manager of Cricket Wireless - Office of the President) until the monetary amount has been received by ******** D. ******.  Thank you very much
  
  Sincerely,
  
  ******** ******

  ********************

  ************, *******; 32210-2534

  ************

• Initial Complaint

  Date:08/30/2024

  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.

  I originally went to the Cricket store 135 on August 24th to purchase a device and prior to making the purchase I asked the representative (******** *.) at the store what the return policy was and she stated "oh it's just if you return the device in 7 days you get your money back". I proceeded with the purchase and paid $309.99 left with the device. After a few days I noticed there was glitching in the device and was unsatisfied with it. I returned to the store on August 30th and the same representative was there when I returned. During the return process I was asked if I had all original accessories and the box and I surrendered them with the device. I was then told that I would receive $213.99 instead of the $309.99. When I asked the representative why I was receiving less she stated that the activation and restocking fee wouldn't be returned back to me. I asked her why I wasn't told this before and she stated that it was in the terms and conditions. I mentioned to her that I literally asked before I handed her my money what the return policy was and she misrepresented the policy for her benefit. I'm very hurt and embarrassed that I was treated this way and feel betrayed. I would like my money back in its entirety as I would advised I would receive from the store before. I'm even more embarrassed about the fact that I bragging about Cricket Wireless to my family and friends at first just to be treated like I don't even matter as a customer. My experience in all of this is that the representatives needs to make a sale mattered more than my needs as a customer and it makes me afraid to make purchases in the future or to ever trust phone retail stores like that again. I spoke ***** rep ** ******* and was told he was unable to return the money because it was paid in cash. I also spoke to the supervisor about the interaction his only advice was that he couldn't do anything and acknowledged that the representative misrepresented the return policy.

  Business Response

  Date: 09/23/2024

  September 21, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22219937
  Re: ******* *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** states that she visited a Cricket Wireless authorized retail store on August 24, 2024,to purchase a device and was informed by the sales representative that the return policy allowed for a full refund within 7 days. She proceeded with the purchase and after a few days she noticed a glitch with the device, and she was unsatisfied with it. Upon returning the device on August 30, 2024, due to malfunctioning, she was informed that only $213.99 would be refunded instead of the full $309.99, citing activation and restocking fees. She said that she was not informed of these fees initially and felt misled and embarrassed by the experience, which has affected her trust in the store and its representatives. ******** seeks a full refund as initially advised.
  
  We contacted Ms. ***** on September 11, 2024, to discuss her complaint. Ms. ***** expressed dissatisfaction with Cricket Wireless due to the insufficient information given about the 7-day return policy and non-refundable charges. She mentioned that the store representative did not inform her about these charges. We apologized for her experience and assured her that we would share this with the Cricket Wireless leadership team which works directly with the store manager and representatives of that location.
  
  Additionally, we initiated a refund for the disputed amount of $96 as a refund check. We advised Ms. ***** to allow 7-14 business days for the refund check to arrive at the address she ***********. ***** agreed and did not have any additional questions for Cricket Wireless regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched my phone numbers from straughttalk and spectrum to cricket wireless back in July and now they are trying to charge me $160 to give me my phone numbers back to switch it back to straighttalk I think $10 is fair to have my phone numbers back to switch back to straighttalk. I already have phone cards and phones for straighttalk cause that's who I was with prior to switching other than the one phone I had with spectrum but I have a 3rd straighttalk phone. But regardless I already have 3 straighttalk phone cards and 3 sim cards and 3 phones I just need the account number and pin to switch. My phone service expired literally yesterday I shouldn't have to pay for an entire whole month of service plus an additional $50 to have my phone numbers back!! It's an unruly amount they are trying to charge me to have my phone numbers back and it's unfair that they are not willing to give me my phone numbers back at a fair price when I switched my numbers to them to begin with.

  Business Response

  Date: 09/17/2024

  September 18, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22217161
  Re: ******* ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ******. In his complaint, ********* states that in July he transferred his wireless numbers from Straight Talk and Spectrum to Cricket Wireless but found the service to be equivalent to his previous providers. He states that he attempted to transfer his wireless numbers back to Straight Talk this month, but Cricket Wireless refuses to release them without reactivating his service for a fee of $125. Mr. ****** states that his service with Cricket Wireless ended and admits fault for not obtaining the transfer pin before the service became inactive. He requests that Cricket Wireless reactivate his service briefly to provide the transfer pin, as he does not wish to pay $125 for another month of service. Mr. ****** states that he is willing to pay $10 to retrieve two specific wireless numbers and is less concerned about the third number in the account, which belongs to his ******. ****** is requesting assistance to resolve this issue.
  
  We attempted to contact Mr. ****** via phone call and e-mail on September 4, and 6, 2024, to discuss his complaint. Mr. ****** replied to our email stating that he was unable to communicate via phone call as his services were suspended, and he did not have an alternative contact number. We explained to Mr. ****** that to further assist him with his concern we need to be able to communicate with him via phone to complete the authentication process on his account. Mr. ****** explained to us that he had already activated services with a different provider, and he did not require further assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22217161
  
  I am rejecting this response because: I only reactivated with another service without my phone numbers cause it had been 3 weeks without a phone. I'm still passed that you guys refused to give me back my phone numbers without communicating via phone call knowing my service was suspended. And cricket was actually trying to charge me $160 to reactivate my service had they only been asking for what it was originally which was $110 I might have renewed for 1 month to not lose my phone numbers. Had they been willing to verify my account through email prior to 3 weeks I'd have my phone numbers but instead they refused to authenticate the account via email knowing my service was inactive and I was waiting to hear from them so I could hopefully retrieve my phone numbers but after 3 weeks without a phone I had to activate with a different provider with a new phone number and I was fairly certain I can't change the phone number to transfer my numbers.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/23/2024

  September 23, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22217161
  Re: ******* ******
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ******* ******. In his rebuttal, Mr. ****** states that he reactivated with another service provider but without his phone numbers. He reports that after three weeks without service, he had to switch to another provider because Cricket Wireless refused to authenticate his account via email, despite knowing his service was suspended. He mentioned that Cricket Wireless was charging him $160 for reactivation, whereas the original fee was $110, which he might have paid to keep his phone numbers.
  
  We attempted to contact Mr. ****** via phone call and e-mail on September 18, 2024, to discuss his complaint. Mr. ****** replied to our email stating that he will not purchase new *** cards to transfer his phone numbers and stated that he would like to activate his old numbers with the *** cards that he already activated with his new numbers. We offered Mr. ****** to reactivate his wireless numbers at no cost; however, we explained to him that to resolve his concerns, we must communicate with him via phone to complete the authentication process on his account.
  
  Mr. ****** did not provide us with an alternative contact number, nor did he contact us via phone call to further assist him with his concern.
  
  Until we can properly authenticate Mr. ******* we are unable to further assist him. We respectfully request that this case be closed.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  ****************

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22217161
  
  Even if you reactivate my service at this point I have no way of transferring my phone number to my current provider without spending more money cause I already activated the sim cards I already purchased using a new phone number cause you refused to "authenticate" my account via email knowing my service was suspended and I was waiting to hear from them to activate the sim cards I had purchased. I did have my friend come over one day to try and contact them via the phone number provided but they did not answer I can't expect someone to come over over so I can use their phone to make a wasted phone call. 

  So no I haven't contacted you about reestablishing service because there is no way for me to get my phone numbers at this point without spending more money to retrieve them, had you been willing to authenticate my account via email initially I wouldnt have gone almost 3 weeks without a phone and given in and just got new phone numbers.

  So what you expect me to contact you to restablish my service for a day or 2 just to use my old number for a day or 2? What would be the point in that? I can't transfer those phone numbers to already active phone numbers, and the only way to get the phone numbers is to purchase 2 or 3 sim cards to get either the 2 numbers I initially wanted or all 3 those sim cards cost almost $10 each you gonna pay for those sim cards? No you aren't so I'm not accepting your response cause you guys made a measly effort in even attempting to authenticate my account to successfully transfer my phone numbers.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/29/2024

  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.

  Starting around June 1st my Cricket Wireless Turbo Hotspot quit getting data service. Speeds of 1 mbps to 6 mbps. I could not use it. I tried and no internet pages would load. So since June 1st I have called 22 times and was told the tower near when I live half of each week has been under service since June 1st and I had to keep paying $55 a month and I would be credited the money back once it was working again. As of today it's still not working. I spoke with an agent and supervisor via chat today and they offered me a whole $15 credit! I was lied to about the service I was supposed to get and about getting refunded the last 3 months of $55 per month for a total of $165. I payed for a service I could not use! I was also told that at the end of each of the 22 phone calls the agents said my service was working and they resolved the issue in their notes which is a lie! I want my $165 refunded immediately! I even was told to send the device back for a warranty replacement and that was for no reason! 

  Business Response

  Date: 09/20/2024

  September 20, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22213814
  Re: ****** *********** **
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** ****************** his complaint, ****************** states that starting June 1, 2024, his Cricket Wireless turbo hotspot device stopped receiving data service and would experience speeds of 1 MBPS to 6 MBPS.He adds that he could not use it as no internet pages would load. Despite calling customer service multiple times and being informed that the nearby tower was under service, he was required to continue paying $55/month with the promise of future credit or a full refund for the months affected. As of today,the issue remains unresolved, and he was only offered a $15 credit because of the network issues. He states that he was misled about the service and the promised refund of the three months of unusable service. Lastly, he was informed that on every interaction documented on his account, it is stated that the issue was fixed when it has not been resolved. ****************** is requesting a full refund for the last 3 months of services he was promised.
  
  We contacted ****************** on September 19, 2024, to discuss his complaint. After reviewing his account, he explained that he has experienced network issues at two separate locations and added that because he has a disability, he spends half of the week at home and the other half at a relatives house. After reviewing the addresses he provided, we confirmed that one of the towers started experiencing ongoing issues on July 25, 2024, and the second address had towers that experienced issues during the whole time he reported degraded service.
  
  We advised him that even though service payments are non-refundable, transferable, or redeemable in cash we processed a full refund for the last 3 months of service that he paid for as a one-time exception and advised him it would take 5 to *********************************** his bank account. Lastly, we shared with him that we would escalate his experience to our leadership team to further investigate the expectations that he was provided with and assured him we would take appropriate actions.
  
  ****************** confirmed that he did not need additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********