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Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

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    Customer Complaints Summary

    • 1,349 total complaints in the last 3 years.
    • 397 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/12/2024

      Type:Billing Issues
      Status:
      Answered
      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 paid a Bridge pay in store It extended me until Friday, August 9th 2024 , but I paid the 2nd one imon August 8th via ***************** the *** said my payment wasn't going through, he hung up and when I got an alert from my bank it was debited from my account $25, today August 10th, I woke up my services were disconnected . They did not restore my services and said I owed the $40, to restore services. I told them I am a female traveling by myself; what a reckless ?? SCAMMED SCAMMED SCAMMED SCAMMED SCAMMED SCAMMED SCAMMED ,....................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................... ..........................................................................................................................................................................................................................................................................................................................................................................................................................................................................

      Business Response

      Date: 08/28/2024

      August 27, 2024

      Better Business Bureau
      Online Complaint

      No: 22129516
      Re: ***************************


      Dear **********

      This correspondence is in response to a complaint filed by ***************************. In her complaint, ************** states that she paid for a BridgePay at a Cricket Wireless authorized retail store, which extended her services until August 9, 2024. She contacted Cricket Wireless customer care on August 8, 2024, and attempted to make the remainder of her payment but the representative informed her that it was not going through and disconnected the call. Later, she received an alert from her bank that a $25 payment was debited from her account, and on August 10, 2024, she woke up to find that her services were disconnected. She adds that Cricket Wireless did not restore her service and was informed that she owed $40. ************** is requesting a resolution to her issue.

      ************** did not add the impacted wireless number and/or contact wireless number to her complaint. For this reason, we were unable to reach out to her via phone conversation. We attempted to contact ************** via the email associated with her complaint on August *****, and 17, 2024, requesting more information about her Cricket Wireless account and a good contact number, but we were unsuccessful.

      To investigate ************** concerns, we need to be able to communicate with her. Should ************** still require assistance, she is encouraged to contact *****, Cricket Wireless Office of the ********* Manager, at **************. 



      Kind regards,

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

    • Initial Complaint

      Date:08/11/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Ongoing over charges. On 8.1.24 spoke with representative regarding constant loss of service & during ***** tornado in ********* ** in July. Was told would receive same day credit of $5 but had to call back next day for $22 credit. Next day I was told no information was seen about the credit or the $80 charge in May I didn't authorize. This representative stated he would listen to recorded call & call me back. No return call. Called again representative said didn't see info on file. Said hard to hear conversation is problematic everyday. No assistance. Was also a victim of personal information being hacked.

      Business Response

      Date: 09/04/2024

      September 3, 2024

      Better Business Bureau
      Online Complaint

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

      Dear ********************** correspondence is in response to a complaint filed by *************************. In her complaint, **************** reports that she contacted Cricket Wireless customer service reporting ongoing overcharges and loss of service during the ***** tornado in *********, ***** in July. She was promised a same-day credit of $5 but had to call back the next day for a $22 credit. However, when she called back, she was told that no information was seen about such credit. She also states that in May, her card was charged for $80 without her authorization, but they advised her there is no record about it.A customer service representative promised to listen to the recorded call and call her back as a follow-up, but she did not receive any return call. When she called again, the representative said that he did not see any information on file. Lastly, she reports that her personal information was hacked. **************** is requesting a resolution to his issue.

      We contacted **************** on August *******, to discuss her complaint. After reviewing her account, we advised her that although there is an interaction on her account, confirming that she reported network issues and, the $5 credit was applied, a callback was offered,there is no record of a $22 credit being promised. We assured her that we would open an internal investigation with our leadership team on her account including the interactions she reported with managers and representatives to take appropriate action. A one-time courtesy credit was applied to her account.

      We advised her that there is no record in her account of an $80 payment being processed in May, we offered assistance to research her payment using her card information, but she refused and mentioned she will check it with her bank and reach back to us if additional assistance is needed. She reported that she is still having network issues; therefore, we troubleshooted her device, advised her to test the service and share with us the outcome reached. Lastly, she informed us that she received an email reporting that her personal information was fraudulently accessed but is not sure if it is coming from Cricket Wireless. After reviewing such email, we confirmed that it came from another company and not Cricket Wireless.


      On August 23, 2024, we activated a new SIM card with her number, and she informed us that by August 26, 2024, she would be able to swap her SIM card to a different device to confirm connectivity improvement.

      On August 28, 2024, she confirmed that her service is working as expected, and no additional assistance is needed from Cricket Wireless.



      Regards,

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

      Customer Answer

      Date: 09/05/2024

       
      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:08/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 at or around June 21, 2024 I was having connectivity issues with my wireless phone. I would lose all service including calls, text and internet up to 20 times per day. This continued until mid July. I contaced Cricket wireless atleast five times through online chat and phone to address the issue. They kept telling me there were cell tower issues in my area that were being worked on. I called on July 13th to inquire about a credit for loss of service. They said they were still working on the cell towers and I might experience more outages so I would have to wait until the outages resolved to get the proper credit. I called up today, August 9th to again ask about the credit. The agent, ******, said that they only acknowledg three days of outages and I'm not entitled to a credit. I believe I'm entitled to atleast a $15 credit for having three weeks of sporadic outages where I had no service.

      Business Response

      Date: 08/19/2024


      August 19, 2024

      Better Business Bureau 
      Online Complaint  

      No: 22118696
      Re: ***************************


      Dear ********************************** correspondence is in response to a complaint filed by ***************************. In his complaint ****************** states that he experienced connectivity issues with his phone around June 21, 2024. He lost all services including calls, text, and internet up to 20 times per day until July. He contacted Cricket wireless at least five times through online chat and phone to address the issue. He reports that they kept telling him there were cell tower issues in his area that were being worked on. On July 13, 2024, he called to inquire about a credit for loss of service, and they said he would have to wait until the outages were resolved to get the proper credit. He called again on August 9 to ask about the credit, and the Cricket Wireless care representative said that they only acknowledged three days of outages, and he was not entitled to a credit. He believes he is entitled to at least a $15 credit for having three weeks of sporadic outages where he had no service. ****************** is seeking a resolution to his complaint.
      We contacted ****************** on August 13, 2024,to discuss his complaint. After reviewing his account and coverage details, we discovered that an outage impacted the area where he lives for two weeks. We discovered that this outage has been resolved and he confirmed his services are working correctly.

      We shared with ****************** that we applied a 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 his complaint.


      Regards,

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

      Customer Answer

      Date: 08/19/2024

       
      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:08/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 is telling us that a device we have had for 2 years is suddenly blacklisted (reported as lost or stolen). They state it was not added by them, and therefore can do nothing about it, but will be deactivating the device tonight. The ***** ***************, is not listed as blacklisted from other carriers ********* T-Mobile, ************ etc), and is able to be activated on those other carriers without issue. Cricket will not give us any other information, such as who blacklisted it, or when. No other carriers checked have it listed as blacklisted. We have no way to resolve this other than switch carriers, which we did not want to do, but apparently must now consider. I believe someone may have listed it accidentally, and other carriers haven't been updated yet, but Cricket is offering no solutions or service for this device. ******************** told us to contact *******, who is unable to do anything to assist, as they did not add it, and confirmed it is not blacklisted. I have no idea who may of, but at this moment, only Cricket is even saying it's blacklisted. This may be an internal technical support issue, but Cricket refused to transfer us to technical support for further assistance.

      Business Response

      Date: 08/26/2024

      August 26, 2024

      Better Business Bureau 
      Online Complaint  

      No: 22112118
      Re: ***************************


      Dear ********************************** correspondence is in response to a complaint filed by ***************************. In his complaint, ******************** states that Cricket Wireless has informed him that a device he has had for two years has been suddenly blacklisted and will be deactivated. He adds that the **** is not blacklisted by other carriers, and Cricket Wireless will not provide any further information such as who blacklisted it or when. ******************** further states he has no other way to resolve this issue but to switch carriers, which he did not want to do, but he now must consider. They have suggested contacting *******, who are unable to help. He believes this may be an internal technical support issue, but Cricket Wireless refused to transfer him to technical support for further assistance. ******************** is requesting a resolution to his issue.

      We attempted to contact ******************** on August 9, 12, and 15, 2024, but were unsuccessful. ******************* contacted us on August 16, 2024, to discuss his complaint. After reviewing his account and device information, we discovered that he was using a device that had been blacklisted because it was reported as fraudulently obtained.

      We explained to ******************** that he will need to switch his service to a new device to restore his wireless number from suspension and we provided him with available options to upgrade his device. Additionally, we issued a credit to his Cricket Wireless account that will cover two months of service for all his wireless numbers.


      Regards,

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

    • Initial Complaint

      Date:08/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 recently brought a phone from cricket wireless. This phone cost me about $280 no more than a couple of weeks about a month my phone was having a factory problem nothing that I did to create this problem. I had just paid my cell phone bill and cricket failed to tell me that if I sent them my phone in the mail when they asked me to that I would need to put in a code and have to have that device. I now have to go multiple days again without a phone. This has caused me to be in trouble with my school due to not being able to log in. This has caused me physical crisis, I have been failed and neglected by cricket . I simply just asked for 2 months of Bill compensation in return. I have had to pay for ****** back and forth because of the phone to and from the cricket store. I have had the purchase another phone because I was told by an agent that they give loaner phones just to get there after spending my money on a **** to find out they actually don't give out loaner phones anymore. This company false advertise on many levels. I am seeking to pursue legal and not because of the money, but just to bring awareness that this company is scamming small people. I purchased a brand new phone and they sent me a used scratched refurbished phone. This whole experience has been unacceptable . I have cried my eyes out due to everything that this has caused me. I explained this to the agents, they were unbothered and almost seemed annoyed at my issue. I literally have nowhere to turn when it comes to this issue right now but social media and legal. This is my first step to getting some justice with this case.

      Business Response

      Date: 08/26/2024

      August 26, 2024

      Better Business Bureau
      Online Complaint

      No: 22099309
      Re: *****************************


      Dear **********

      This correspondence is in response to a complaint filed by *****************************. In her complaint, ****************** states that she recently purchased a phone from Cricket Wireless for $280, and within a month, the phone had a factory issue. She had just paid her bill and Cricket Wireless failed to inform her that she needed a code and device to send her phone in for repair. This caused her to go without a phone for multiple days, resulting in trouble with her school and causing her a physical crisis.She requested two months of bill compensation in return. Moreover, she was told false information about loaner phones and received a used, scratched,refurbished phone. The agents she spoke with were unbothered and annoyed at her issue, leaving her with no other option but to seek justice through social media and legal means. ****************** would like to be compensated for being without a reliable phone for days.

      We contacted ****************** on August 15, 2024, to discuss her complaint. ****************** explained she is dissatisfied due to the difficulties she experienced replacing her defective device as she had to go back and forth between the Cricket Wireless authorized retail store and customer care multiple times. She also mentioned that she received a refurbished device after filing her warranty claim. When sending a device to our return center, the same or similar replacement model will be shipped, which may be a new or refurbished device. More information can be found at: ****************************************************************************.

      We assured ****************** that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service with every interaction. We shared with her that we have escalated her experience to our call center executive leadership team and assured her they will investigate further with the manager and representatives. Lastly, we provided ****************** with a one-time courtesy credit on her account for the difficulties she experienced and shared with her expectations regarding her next month's payment. She confirmed she does not need additional assistance from Cricket Wireless.


      Regards,

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

    • Initial Complaint

      Date:08/06/2024

      Type:Billing Issues
      Status:
      Answered
      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 debt card was hacked prior to 8/6 and it was used to pay for services at Cricket Wireless. I do not use Cricket Wireless for anything.After speaking with my ************ I was advised to call Cricket Wireless.3 different customer service representatives told me since I do not have an account with them they were unable to help me. When asked to speak with their fraud department I was told they dont have one.When I asked to speak with a manager I was told they dont do that.

      Business Response

      Date: 08/14/2024


      August 14, 2024

      Better Business Bureau 
      Online Complaint  

      No: 22098661
      Re: *********************


      Dear ********************************** correspondence is in response to a complaint filed by *********************. In her complaint, ************ states that her debit card was hacked and was used to pay for services at Cricket Wireless even though she does not have an account. She contacted Cricket Wireless for assistance. Unfortunately, she was informed by three different customer service representatives that they were unable to help her as she did not have an account with **********************. Furthermore, when she asked to speak with a manager, her request was denied. ************ is seeking a resolution to her issue.

      We contacted ************ on August 8, 2024, to discuss her complaint. After reviewing her debit card information, we found two payments processed with Cricket Wireless; however, ************ confirmed that she does not have any services with us.Therefore, we were unable to authenticate the account. We explained that before we can open an account to investigate, we must authenticate the Cricket Wireless account as part of our security and privacy policy. Additionally, we advised ************ to contact her financial institution to report this issue, she confirmed that she would.


      Regards,

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

      Customer Answer

      Date: 08/14/2024

       
      Complaint: 22098661

      I am rejecting this response because:

      They have tracked my credit card number and know who owns this account. 
      They state the company policy is to do nothing at this point. 
      They are unwilling to return my lost monies and pay for the over draft fee I was charged.
      They are not willing to give me the name of the owner of the account, therefore they are protecting criminals as this is a case of fraud. 


      Sincerely,

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

      Business Response

      Date: 08/20/2024

      August 20, 2024

      Better Business Bureau 
      Online Complaint  

      No: 22098661
      Re: *********************


      Dear ********************************** correspondence is in response to a rebuttal complaint filed by *********************. In her rebuttal, ************ states that Cricket Wireless has tracked her credit card number and knows who owns the wireless account where the transactions were made. She adds that Cricket Wireless is not willing to return her money and to pay for the overdraft fee she was charged.She believes that Cricket Wireless is protecting criminals by not providing the account information. ************ is requesting a refund for the charges.

      On August 8, 2024, we contacted ************ to discuss her original complaint. After reviewing the information, we discovered two payments made to Cricket Wireless.She confirmed she does not have a Cricket Wireless account and/or service. We explained to her that to access a Cricket Wireless account we must authenticate it as part of our security and privacy policy. We also advised her to contact her bank institution to report and dispute the charges.

      We contacted ************ on August 19, 2024, to discuss her rebuttal. After speaking with ************, we explained to her that we are unable to refund the suspected unauthorized charges and the additional fees she is reporting, as we have to authenticate each account that we open; ************ is not able to authenticate the account. We reiterated that she may contact her bank institution to dispute the payments and overdraft fee she was charged. If she has not already done so, we recommend ************ file a police report for the suspected fraud activities with her bank account.

      We respectfully request that this complaint is closed, as we are unable to further assist ************.


      Regards,

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

      Customer Answer

      Date: 08/20/2024

       
      Complaint: 22098661

      I am rejecting this response because:

      cricket wireless has admitted that my credit card which was stolen has been used for an account that they own and provide services to. 
      cricket wireless refuses to contact their customer or disrupt their ********************** service stating thats not their policy.

      Cricket wireless refuses to refund any and all monies to me stating again thats not their policy 

      I am working with my bank to resolve this, but they keep directing me to Cricket Wireless. I have filed a police report and I have opened a claim with the Maine attorney *************** My next course will be a TV consumer reporter to shed light on the companys practices.

      ive lost ****** to this company for an account that is not mine! 

      My last conversation with ******** last evening was not at all productive. When I asked to speak to her boss I was told this is as far as this will go. 
      My parting words were to not contact me again except to as for my mailing address to send me a check.

       



      Sincerely,

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

    • Initial Complaint

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      OBTUVE UN IPHONE 15 PRO MAX CON LA COMPANIA CRICKET , EL CUAL SE ENCUNTRA BLOQUEADO. YO HABLE CON LOS AGENTES DE CRICKET PARA RESOLVER EL PROBLEMA Y ELLOS ARGUMENTARON QUE NO TIENEN EN SU LISTA DE BLOQUEO MI CELULAR. CRICKET ARGUMENTO QUE LA COMPANIA ******* ES LA QUE TIENE BLOQUEADO MI CELULAR Y SON ELLOS LOS QUE TIENEN QUE QUITARME DE SU LISTA DE BLOQUEO.

      Business Response

      Date: 08/21/2024

      August 21, 2024

      Better Business Bureau
      Online Complaint

      No: 22094225
      Re: ******************************************


      Dear **********

      This correspondence is in response to a complaint filed by ******************************************. In his complaint, *************** asserts that he purchased an iPhone 15 Pro Max from Cricket Wireless,which is locked. He spoke to Cricket Wireless customer care representatives to resolve the issue, and they argued that Cricket Wireless does not have his wireless device on their block list. Cricket Wireless argued that ******* Wireless blocklisted his device and they would need to remove it from their block list.

      We contacted **************** on August ******, to discuss his complaint. After reviewing his account and completing an in-depth investigation, we discovered that his device had been blocklisted for lost/stolen by ******* Wireless. We confirmed that since the device was not added to the blocklist from Cricket Wireless, we cannot remove it from the blocklist. The device must be removed by the carrier that added it and recommended that he contact ******* Wireless. **************** confirmed that he would contact them for further assistance, and we would follow up on his case.

      On August 12, 2024, **************** contacted us and confirmed that ******* Wireless removed his device from the blocklist,we advised him to allow 24 to 72 hours before attempting to activate it to his Cricket Wireless account.

      On August 14, 2024, we contacted *************** and confirmed his device was activated. We applied a courtesy credit to his account for his inconvenience.


      Regards,

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

    • Initial Complaint

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 brought a Flip phone from Cricket 2 months ago. I put a warranty on it. Two weeks ago the screen went black. I have called the service department several times and you can not hear them they,they will not turn up there phones to let you hear them. I called from my friend car phone and could hear them. I tried to get me switched to warranty department and all they did was hung up on me. I'm sick and tired of this bull sh$$.l have never missed a payment l have never had this type of problem before. I did not paid my phone bill for July since my phone went off. I will paid it but l don't want to have any thing else to do with Cricket. I brought this phone and placed a warranty on it and now I can't get my phone replacement. I feel like they are treating me bad and I'm sick of it. You have to talk to people you can't understand. It sad. Please help me if you can.

      Business Response

      Date: 08/19/2024

      August 19, 2024

      Better Business Bureau 
      Online Complaint  

      No: 22090990
      Re: *****************************


      Dear ********************************** correspondence is in response to a complaint filed by *****************************. In her complaint, ********************** states that she purchased a flip phone from Cricket Wireless two months ago and added a warranty to it. Unfortunately, the screen went black, and she has had trouble in reaching Cricket Wireless customer care center. Despite several attempts to contact them, she has been unable to hear them, and they hung up on her when she requested to be transferred to the warranty department. She further states that she has not paid her phone bill for July since her phone went off, she has not being able to replace her device and she feels like she is being treated poorly. ********************** is requesting assistance in getting her phone replaced.

      We attempted to contact ********************** on August 6, 2024, to the wireless number included on her complaint. ***** friend answered our call and provided us with an alternate contact number to communicate with her.

      We attempted to reach ********************** to the new contact number on August 6, 9, and 12, 2024, but were unsuccessful. To investigate Ms. ********** concerns, we need to be able to communicate with her. Should ********************** still require assistance, she may contact ********,Cricket Wireless Office of the ********* Manager, at **************. 


      Regards,


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

    • Initial Complaint

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 writing to formally address an issue regarding an overpayment made on my account. On August 5th, 2024, I processed my monthly payment of $65 for my Cricket Wireless service online to account *********. While this payment was successfully processed (confirmation: 86FFND02Q010NLPWO01) and reflected in my bank account, my online ******************** account indicated that the payment was not received.As a result, I attempted to resolve the issue by contacting your customer service at 3:30 AM on August 5, 2024, but unfortunately, the service was closed. In urgent need of my phone service, I used your automated phone number and made a second payment of $65, along with a $5 credit card service fee, totaling $70.This situation has resulted in an overpayment of $65, which I kindly request to be reimbursed.

      Business Response

      Date: 08/20/2024

      August 15, 2024

      Better Business Bureau
      Online Complaint

      No: 22092381
      Re: ***************************


      Dear ********************** correspondence is in response to a complaint filed by ***************************. In his complaint, *************************** states that on August 5th, 2024, he processed his monthly payment of $65 for his Cricket Wireless service. Although the payment was successfully processed and reflected in his bank account, his ********************** online account indicated that the payment was not received. He tried contacting customer service right away but noticed that it was already closed; therefore, in urgent need of his phone service, he made a second payment of $65, along with a $5 credit card service fee, totaling $70. ********************** is requesting us to reimburse the amount that he overpaid.

      We contacted ********************** on August 7, 2024, to discuss his complaint. He informed us that at this time, there is no additional assistance needed from Cricket Wireless as he was able to get the overpaid amount refunded already. He stated that he contacted a manager through social media for support.


      Regards,

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

    • Initial Complaint

      Date:08/04/2024

      Type:Product Issues
      Status:
      Resolved
      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 online yesterday to add a second line to my Cricket account. The transaction failed due to their system lagging, but the money was removed from my bank account. I called in to complain (August 3rd) and the representative, ******* informed me that the funds will be released in 24 hours and to call them back within 24 hours. It's been ************************************** my bank account, and the call center is closed. I wish I could use this company for all the mental anguish throughout the years, but I want my money! My child needed a phone line before school starts back, and now they won't get it because of incompetent Cricket!

      Business Response

      Date: 08/12/2024

      August 13, 2024

      Better Business Bureau
      Online Complaint

      No: 22090432
      Re: *************************


      Dear Sir/Madam,

      This ************** is in response to a complaint filed by *************************. In her complaint, **************** states that she attempted to add a second line to her Cricket Wireless account online on August 3, 2024, but the transaction failed due to system lagging. Despite this,the money was removed from her bank account. She called in to complain and was informed by representative ******* that the funds would be released within 24 hours and advised her to call back. She adds that 24 hours have passed, her funds are still not in her bank account and the customer care center was closed. As a result, her child will not have a phone line before school starts back. **************** is requesting a refund.

      We contacted **************** on August 6,2024, to discuss her complaint. She confirmed that she had already received the refund but requested us to call her back later because she was busy at work.

      We attempted to contact **************** later the same day but we were unsuccessful. She replied to one of our contact e-mails confirming that she was able to get the issue resolved and thanked us for reaching out to her.


      Regards,

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

      Customer Answer

      Date: 08/14/2024

       
      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.

      Hello, I'm reaching out to you regarding my request number #********. Cricket Wireless has settled the debt and I finally received my product. Thank you again for your time.  



      Sincerely,

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

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