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

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

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

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  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

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:08/28/2024

  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.

  Cricket had an Automatic Authorization to withdraw $80 from my **** card on their records. I spoke today 8/28/24 with Supervisor ***** who told me "they don't work with the Bank where my **** card is from - Debit card) and to get another card. I called my Bank ************** and **** told me that Cricket DID NOT make any attempt to withdraw the money and I believe my Bank because it is recorded. I am requesting the $15 (late payment fee) in addition to my monthly payment fee that was charged to get my service reinstated today. I already spoke with the Supervisor ***** and he couldn't resolve this matter and that is why I am contacting the BBB hoping the $15 payment is added to my account as a credit for the next month.

  Business Response

  Date: 09/12/2024

  September 11, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22210201
  Re: *************************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***********************. In her complaint, ************** stated that Cricket Wireless had an automatic authorization to withdraw $80.00 from her **** card on record. However, when she spoke with supervisor ***** on August 28, 2024, he informed her that they do not work with the bank where her **** card is from and advised her to get another card to use. Upon contacting her bank, they confirmed that Cricket Wireless did not attempt to withdraw the money. ************* is requesting the $15.00 late payment fee in addition to her monthly payment fee that was charged to get her service reinstated.
  
  We contacted ************** on August *******, to discuss her complaint. We informed her that we have been trying to process her monthly payments automatically since May of 2024; however, her card has been declined. We assured her that we had notified her via SMS of each transaction attempt and suggested she use a different card to avoid payment issues with Auto Pay.
  
  Additionally, we processed a one-time courtesy credit of $15.00 and provided expectations regarding next month's payment. ************** confirmed to be satisfied with the resolution provided.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 09/12/2024

   
  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:08/27/2024

  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.

  My cricket service was canceled in December as I went to ******* for all 4 phone lines. Cricket is saying that they do not see the cancellation but on two lines and have been subsequently charging me $80 from January 2024 to August 2024. They are offering no solution other than dispute it through the bank which I did. RBFCU will only go back 60 days which will cover August and July. My bank is also recommending to cancel my entire debit card due to their error which is a huge inconvenience.Cricket normally sends me a text when the billing was hitting my account and not one text was sent to me. They are arguing that the text was automatically move off my main phone line of 5350 to another line that was canceled. Had they left it on the 5350 this would have been caught sooner. Bottom line is we need to be refunded $80 for January through June for a total of $480. Cricket **** keep arguing with me that service was provided. However, they did not do what they needed to do in canceling all lines in December and none the less, they can review my records on those phones were not used at all in the 2024 calendar year.

  Business Response

  Date: 09/19/2024

  September 18, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22203361
  Re:***********************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***********************. In her complaint, ************** states that her Cricket Wireless service was canceled in December 2023 as she switched to ******* Wireless for all four phone lines.However, Cricket Wireless only acknowledged the cancellation of two lines and continued to charge her $80 monthly from January 2024 to August 2024. ************** states that she disputes the charges through her bank, which only covers the last 60 days, she faces the inconvenience of potentially canceling her entire debit card. She states that Cricket Wireless failed to send billing texts to her main phone line, which would have alerted her to the issue sooner. ************* requests a refund of $480 for the months of January through June 2024,arguing that no service was used during this period and that Cricket Wireless did not properly cancel all lines as requested.
  
  We contacted ************** on September 11, 2024, to discuss her complaint. We authenticated her Cricket Wireless account and verified that the port out request was made just for two of her lines. We explained to ************** the portion of the Terms and Conditions regarding payment disputes that states: If you have a payment dispute, you have *********************************************************************************** submit a Notice of Dispute. Otherwise, you will have waived your rights to dispute the payment and to participate in any legal action raising that dispute. This limitations period does not apply in any state in which this contractual notice provision is prohibited. Full terms and conditions can be found at: ******************************************.
  
  Although payments are non-refundable, we informed ************** that we would make an exception and offered her a refund for the last 6 months, she agreed to receive a refund of $480, which we processed to the original payment method. We explained to her that the refund would take 3-5 business days to be reflected in her bank statement and assisted her in canceling her services.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  
  
  

  Customer Answer

  Date: 09/19/2024

   
  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:08/26/2024

  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.

  We started Cricket Wireless services in Aug 2023 and the service was ok until about June 2024. the Service became slow and the reception was robotish and we could not talk to people or each other when we called each other. by August it was so bad that when I would call my husband it wouldn't even ring. Other people told us they too were calling and calling and we never answered, but we were not getting the calls. everything went to a voicemailbox that was never set up and a recording would come to the caller that the mailbox was full and hang up. We decided to change services to T-Mobile because of this. However, the auto payment for Aug 23-Sept22 was taken out of our account by ******************** on 8/23/2024 that morning for $100.00. We changed services and took our numbers from Cricket to T-Mobile on the evening of Aug *******. When we went back to Cricket to request a refund for the remainder of our payment- less the one day- the girl at the store ************************************************************************************ at us and told us Cricket doesn't refund money. I called Cricket customer service and the representative also laughed at me and said they don't refund money. "How can you steal money that isn't yours from customers?" They said that is too bad- ******************** doesn't refund money- Ever! I told them I was going to Contact Better Business Bureau and the man said, "go ahead"- "Silly White Girl" and then hung up. All we want is a refund for the payment that we paid in advance- less the one day that we were actually with Cricket.

  Business Response

  Date: 09/19/2024

  September 19, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22199569
  Re: *************************
  
  
  Dear ********************************** correspondence is in response to a complaint filed by *************************. In her complaint, **************** states that she started Cricket Wireless services in August 2023, and the service quality deteriorated significantly by June 2024. On August 23, 2024, she decided to switch to T-Mobile due to severe connectivity issues. She adds that Cricket Wireless auto-debited $100 for the period August 23, 2024, to September *******. When she requested a refund for the unused service, she was met with unprofessional behavior from a Cricket Wireless authorized retail store representative and was informed that Cricket does not issue refunds. She also reported being subjected to derogatory remarks by a Cricket Wireless customer service representative. **************** is requesting a refund for the payment that she made in advance.

  We contacted **************** on September 11, 2024, to discuss her complaint. After reviewing her account, we explained to **************** 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 informed **************** that upon confirming her payment was processed before the beginning of her billing cycle, and she did not use the services, we made an exception and processed her refund to the original payment method she used. We advised **************** to allow 3 to 5 business days to receive her refund.
  
  We want to assure **************** that Cricket Wireless takes pride in our customersexperience and is committed to providing excellent customer service in every interaction. We shared with her that we have escalated her experience to our store and call center executive leadership teams and assured her they will investigate further with managers and representatives.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,** 30319

  Customer Answer

  Date: 09/19/2024

   
  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:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Item purchase on 8/19/24 at 4:26 pm. Before leaving store, still at counter, phone still wrapped in box, asked for a refund. Was told there would be a $25.00 restocking fee. The sales person activated the phone when my husband told her not to. She argued with him telling him his SIM card wouldnt work. The maintenance man( her husband I found out 8/20) got involved also arguing with cust. She is supposed to be the manager and she argues with a customer basically making him feel like he doesnt know anything. So called 8/20 before 12pm and asked if they closed for lunch. ?? didnt want to drive over and they were closed. So also asked for the DMs #. A man got on the phone without introducing himself, I had to ask who he was. He told me his name was Gusto. He argued with everything that I said. When I asked for a Regional Manager or a complaint number he told me to call the customer service line. I informed him I had already done that and I sat on hold for an hour. That I had looked for a complaint line and there wasnt one. He kept talking down to me and I was in mid sentence when he hung up . I went to the store at 6:30 pm with the phone in the box still wrapped and receipt and asked if the blonde girl was working? The lady at the counter informed me she had been the one who helped him and she wasnt blonde she had black hair. Of course I got smart and said oh thanks for letting me know I can see that. I told he I needed a full refund. She said no problem, I told her I wasnt paying a restocking fee, it had never been removed from box, she said it had been unpackaged the night before. I pulled it out and the phone was still wrapped in packaging. That the phone had never left the counter and she could of overriden the fee. She said it was posted, the policy does not state there will be a fee for all returns. It gives them the option. She argued with me, unprofessional. All of this would of been done if she had just politely given him the full refund.

  Business Response

  Date: 09/19/2024

  September 19, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22172301
  Re: ****** ****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** ****. In her complaint, Ms. **** states that on August 19, 2024, she went to a Cricket Wireless authorized retail store and purchased a device but immediately requested a refund while still at the counter. She was informed of a $25 restocking fee, and she reports that the sales representative activated the phone against her husband's instructions. She called the store on August 20, 2024, and spoke with a man named Gusto, who was not professional, told her to contact customer care and eventually hung up the phone call. Later that evening, she visited the store again requesting to be provided with a full refund. She spoke to the same sales representative who still refused to process a full refund for her transaction as she informed her that a restocking fee would be applied. Ms. **** is requesting to be provided with a full refund for the order.
  
  
  We attempted to contact Ms. **** on September 11, 14 and 17, 2024 but were unsuccessful. To investigate Ms. ***** 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 **************. 
  
  
  Kind regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:08/26/2024

  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.

  summary:We purchased a "moxee" hotspot device. The device was purchased thru best buy. we contacted Cricket Mobile to ask if the device was able to be used with their service. we were told it was by CRICKET. We then purchased service from them on 8/21 . we were told we should wait for the sim card. we waited and it arrived on 8/26 . we called cricket to activate service. they activated it then we put the sim card in. it didn't work. we asked them why, they stated that the device was unusable with cricket. i then asked for a refund of the $45 we spent on the service that was now unusable and unused. They declined to refund our money for a service we never used and cannot use. this is STEALING from the consumer. We demand that Cricket mobile be sanctioned or fined for this and return our $45.

  Business Response

  Date: 09/11/2024

  September 11, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22197666
  Re: *************************
  
  Dear ********************* correspondence is in response to a complaint filed by *******************************. In his complaint, **************** states that he purchased a hotspot device from Best Buy and contacted Cricket Wireless to inquire if the device was compatible with their wireless service, he was informed that it was compatible. **************** activated the services on August *******; however, he discovered that the device was unusable with Cricket Wireless services. He requested a refund of the $45, which was what he spent to start the service, and the request was declined. **************** demands that Cricket Wireless be sanctioned or fined for this and that he receives a refund of $45 for services that were not used.

  
  We contacted **************** on August *******, to discuss his complaint. After researching his account, we confirmed he had not been able to use the Cricket Wireless services. We apologized and shared with him that if you use your own device, certain network and device features and functionality may not be available and may not function properly.More information can be found at ******************************************.
  Although Cricket Wireless does not provide refunds, we made an exception for ****************. We shared with him that we initiated a refund to his original form of payment and confirmed that he would receive his refund within 5 - 7 business days.
  
  Regards,
  
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,** 30319 

• Initial Complaint

  Date:08/26/2024

  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 have Cricket Wireless service and I'm trying to port out my phone number to another provider. I called in on August 25th, only to find out they are not open. So I chatted with them about an issue I'm having with my account being locked under the Cricket App. In order for me to port out it has to be unlocked. I spoke to multiple agents on whom did troubleshooting, to a very low degree. I work in IT so I know the issues with this is not on my end. I'm requesting to have the lock removed as I'm unable to successfully do so on my end without an error message. They need to fix this for future customers don't experience this. They said it's only available on the Cricket App, not even CARE department or management have the ability to unlock. I visited a Cricket store in **************** and was told not even they can assist when presented with an my ID.

  Business Response

  Date: 09/10/2024

  September 10, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22195053
  Re: ***********************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***********************. In his complaint, **************** mentioned that he is facing issues with his Cricket Wireless account being locked under the Cricket App, which is preventing him from porting out his phone number to another provider. Despite speaking to multiple representatives, he has not been able to get this issue resolved. He also visited a Cricket Wireless authorized retail location where he was informed that they cannot assist him with unlocking his account. He is requesting to have the lock removed and hopes that this issue is fixed for future customers.
  
  **************** replied to our initial response email on August 28, 2024, and he informed us that his issue had been resolved. He stated that he did not wish to discuss this further with Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 09/10/2024

   
  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. I have since closed my account with ******************** and moved to another provider because of the issues I have mentioned above. I never stated I did not want to discuss this further, as I provided crucial feedback regarding my experience. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/23/2024

  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 July 22, 2024, I ordered service for 2 phones in my household from Cricket Wireless. Due to issues with delivery of the sim card kits and restrictions from *** to delivery changes, my only option was to have the package returned to sender and received on July 29. To signal to Cricket that I wanted a refund, I also filled out a return request form. I tried to use the online system to request a refund, but the system wouldn't let me. I completed all this within the 7-day window for refunds. Because I knew my return wasn't completed following the Cricket procedure (since it was returned to sender) and I couldn't use their online system to request a refund, I contacted customer support. I explained the situation several times to different people to ensure I would be refunded. After several conversations online and by phone, one ***resentative canceled the order for me on August 5 and told me the refund would appear within ***** days of receipt of the returned package. She knew the package had been returned because she told me the date it was received without me telling her. When the refund didn't appear, I contacted Cricket again. Multiple customer **** told me they couldn't help me and that this was an issue for the ******************** Warranty **** told me they didn't do refunds. One of them didn't even let me speak; she spoke over me and sent me back to the main menu to speak to a robot. Another warranty *** told me they'd connect me with refunds, but he also sent me back to the main menu. Another person from ******** told me they would call me back by the end of the day on August 19 and that if the refund hadn't appeared on my account by then, we would file a refund ticket together. He never called me back. I spent hours on hold and trying to explain the situation, hoping to find someone who would finally help. It has been over a month and I still have not been refunded, and it appears that the system is designed to ensure you don't get a refund.

  Business Response

  Date: 09/16/2024

  September 16, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22188208
  Re: ***********************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***********************. In her complaint, ****************** detailed that on July 22, 2024, she ordered service for two phones from Cricket Wireless. Due to delivery issues and *** restrictions, the package was returned to the sender and received on July 29, 2024. She filled out a return request form and attempted to use the online system for a refund, which failed. Despite contacting customer support multiple times and being assured of a refund by a representative on August 5, 2024, she has not received it. Subsequent interactions with various customers and warranty representatives have been unhelpful, and she has not been refunded for over a month. ****************** would like to be refunded the amount paid for services she could not use.
  
  We contacted ****************** on September 13, 2024, to discuss her complaint. We apologized for the inconvenience and confirmed that she had requested a refund of $80.00. We explained the payment reversal process initiated by her bank institution and assured her that Cricket Wireless had successfully released the funds. Her bank, which started the payment reversal request on August 28, 2024, would handle the process from this point.****************** confirmed receiving confirmation from her bank stating that the refund case will be investigated within the specific timeframe provided and stated that no further assistance is required from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 09/17/2024

   
  Better Business Bureau:
  
  While I am still waiting to hear from my bank, 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:08/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 21, 2024 I called to change my pin on my account. I was told I need to be in person and show my identity to make changes like that, I agreed and planned to be there Friday that week. When I get there I no longer have an account. Someone else showed up on that store, changed my pin, took my name off off of my account. When I asked how this happened all they could say was "I don't know" I want these three phone numbers and this account to be shut off and closed now. I don't care about the money on the account left. ******************** allowed someone else to steal my account and my phone numbers. That is fraud. I would like for a manager of this business or a representative from cricket wireless to reach out to me to ensure the fraudulent activity is done with, my account gets shut down and the three numbers and phones get locked out with it. I cannot believe in this day and age someone can just show up and take over an account that does not belong to them.

  Business Response

  Date: 09/12/2024

  September 12, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22187231
  Re: ***********************
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***********************. In his complaint, ****************** states that he contacted Cricket Wireless on August 21, 2024, to change his account PIN and was informed that he needed to be present in person to make such changes. He agreed to this and planned to visit the authorized retailer that Friday. Once at the store, he discovered that his account had been taken over by someone else who changed his PIN and removed his name from the account. When he inquired about this, he was told that the authorized retailer had no information on how it happened. ***************** is requesting his account be closed and the three wireless numbers associated with it be locked out. He believes that this is a case of fraud and would like a representative from Cricket Wireless to reach out to him to ensure that the fraudulent activity is stopped.

  
  We contacted ***************** on September 10, 2024, to discuss his complaint. After researching his account, we believe that he may have been the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual may have then used his wireless number to gain access to other accounts where they used his phone number for verification.
  ***************** informed us he does not wish to recover his wireless numbers, as they have been compromised. He also requested us to cancel all the lines he had on his account. We offered to provide him with new wireless numbers and activate a new account at no cost, but he did not accept our offer. We confirmed to ***************** that his wireless numbers/account have been canceled.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******,** 30319

  
  

  Customer Answer

  Date: 09/12/2024

   
  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. Cricket wireless in addition to what you have already done for this case please remove any and all personal information of mine from your system..thank you very much.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, we have been having service issues (we have 5 lines on our plan) and I called and spoke to a supervisor yesterday describing to him the intermittent quality of service issues and literally experienced a dropped call during that call. The *** probably thought I hung up on him which I did not. We've been loyal and happy customers for around 9 years but this issue has been frustrating and we'd really like to speak to someone at a higher level about our account. Can you please have someone from corporate call me at my number below?Thanks,****** (*************** ************

  Business Response

  Date: 09/12/2024

  September 12, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22185146
  Re: ***************************
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***************************. In his complaint, ****************** reports that he has been experiencing issues with his wireless service. He adds that he contacted the Cricket Wireless care center and spoke to a supervisor to explain the intermittent service when the call dropped for the same issue. ****************** states he has been a loyal customer for almost nine years and is frustrated with the current situation. He requests to speak to someone at a higher level about his account to receive assistance.

  
  We contacted ***************** on August 26, 2024, to discuss his complaint. After reviewing his account and coverage details, we discovered that there was an outage affecting the area where he lives and lasted approximately one month. We confirmed to him that this outage has been resolved and he stated that his service is working correctly.
  We shared with ****************** that we applied a courtesy credit to his Cricket Wireless account for the days that his services did not work. He accepted the credit and confirmed he did not have any other questions regarding this complaint.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******,** 30319

• Initial Complaint

  Date:08/22/2024

  Type:Sales and Advertising 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 have been a customer for for 3-4 years. I had added a line for my now ex-girlfriend. When we broke up, I called to cancel her line as she went and got her own phone/plan. I was told it would be canceled. It never was. So, today (like 8-10 months after my original call), I decided to do the chat feature so I had it in writing. I ***eatedly mentioned/asked about a refund for all the months that I have been paying for the extra line even with me previously calling and canceling it. There has been ZERO activity on that line and it can clearly be seen. After the chat with the agent, the line is now canceled but I advised the *** I was speaking with that I would be reaching out to the corporate office since I was blatantly being ignored about the refund for the payments on a line that was not supposed to be on my account any longer. I'm really curious if this is standard business practice for Cricket Wireless or just a single situation. Either way, it would be great to re-coop some of the money back that I have paid that I shouldn't have had to.

  Business Response

  Date: 09/16/2024

  September 16, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22180681
  Re: *******************
  
  
  Dear ********************************** correspondence is in response to a complaint filed by *******************. In his complaint, ************ asserts that he had added a wireless line for his now ex-girlfriend. When they broke up, he contacted Cricket Wireless customer care to cancel the line, as his ex-girlfriend went to a different carrier and activated her service. ************ states that he was informed that the line would be canceled, but it never was.After 810 months after the line cancelation request, he contacted customer care via chat and repeatedly asked for a refund for all the months that he had been paying for the line. He further states that there has been zero activity on that line. After the chat with the customer care representative, they confirmed the line was canceled, and he advised the care representative that he would be reaching out to the corporate office since he was being ignored about the refund request. ************ is requesting assistance receiving a refund.

  
  We contacted ************ on September 10, 2024, to discuss his complaint. After reviewing his account, we discovered that he contacted Cricket Wireless customer care via chat on January 28, 2024, to cancel his ex-girlfriends line; however, he abandoned the chat before the care chat representative could complete the cancelation of the line leading to keeping the line active on his account and the line remained active until August *******, when the line was completely canceled per his request.

  
  We want to assure ************ that Cricket Wireless takes pride in our customer's experience and is committed to providing excellent customer service. We shared with him that we have escalated his experience to our call center executive leadership teams and assured him they will investigate further with managers and representatives.
  

  We informed ************ that even though the service payments are non-refundable, we applied a courtesy credit to his account, and shared information regarding his next due date and bill. ************ confirmed he did not have any other questions regarding his case.
  
  
  Regards,
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,** 30319

  Customer Answer

  Date: 09/17/2024

   
  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,
  
  *******************