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

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1050 W Colfax Ave STE E & F Denver, CO 80204-2071

• 

  Cricket Wireless, LLC

  112 W 87th St STE M5 Chicago, IL 60620-1318

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:08/03/2024

  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 payment to cricket on 7/31/24. I got the confirmation page confirming that my payment had gone through. I got no indication that this was incorrect until my services were turned off. Since this happened at 1:30 am my time and Cricket was not open, I went ahead and made the payment again. I have to have service as I have a family member in the hospital and am the point of contact should anything happen. I even tried using wifi calling until I could reach out to them, but Cricket had it blocked since they'd disconnected my service. The payment included a reconnect fee. I attempted to reach out them since I had made the payment on 7/31/24. They refused to refund the $15 reconnect fee or to investigate why the 7/31/24 payment had not kept my service on. They then mocked me for my efforts and disconnected the chat.

  Business Response

  Date: 08/20/2024

  August 19, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22087713
  Re: ***********************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***********************. In her complaint, **************** states that she made a payment to Cricket Wireless on July 31, 2024, and received a confirmation page indicating that her payment had gone through.However, her services were turned off, and she was not aware of this until she attempted to use her device. As she is a point of contact for one of her family members that is in the hospital and customer service was not available at that time, she made the payment again which included a $15 reactivation fee, to ensure her service was restored. She attempted to reach out to Cricket Wireless customer service to investigate why her service was suspended after her initial payment, but they refused to further investigate this matter and refund the $15 reactivation fee. **************** is requesting a resolution to her issue.
  
  We contacted **************** on August 7, 2024, to discuss her complaint. After reviewing her account we couldnt find any payment record for July 31, 2024, we found the payment that she processed on August 3, 2024. As part of the follow-up, we advised her that a ticket would be opened through our financial team to further investigate her initial payment, and we scheduled a call back to share findings.
  
  Additionally, we explained to her that as set forth in the Cricket Wireless terms and conditions of service, when an account gets suspended due to non-payment, a reactivation fee plus the full rate plan payment would be required to restore the services; therefore, she was charged correctly, full terms and conditions can be found at: ******************************************. A one-time courtesy credit was applied to her account as she agreed.
  
  We attempted to contact **************** on August 10 and 13, 2024, to share the findings of the investigation but we were unsuccessful. Although we couldnt get her on the line, we advised her via email that after further reviewing her account payments history, we confirmed that there is no record of a payment on July 31, 2024; therefore, we advised her to contact her bank institution for further assistance.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22087713
  
  I am rejecting this response because:

  Their website told me the payment processed.  The website needs to be fixed so that no one else will think their payment has gone through and be charged a reinstatement fee when payment was made.  There is obviously a disconnect between the website and their accounting system.  When the payment was made August 3rd, it was made through the app.  Since the service was restored, I knew it went through.  There was no indication that a payment had not gone through until service was disconnected.  It is not the customer' fault if their system is faulty.  A disconnect between the website and the accounting system is not going to show a payment in the accounting system.  That's common sense and very simple, elementary IT.  Cricket is trying to negate responsibility for a faulty system.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/27/2024

  August 27, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22087713
  Re: ***********************
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ***********************. In her complaint, **************** states that she rejected our response because she received a payment confirmation from the website. She adds that the Cricket Wireless website should be reviewed and fixed so no one else will think their payment has been processed successfully and be charged additional fees to restore their service.  She believes there might be a disconnection between the payment website and the Cricket Wireless accounting system. When she made her payment on August 3, 2024, she made it using the myCricket app,and because the service was restored, she knew it had gone through. **************** feels that Cricket Wireless is negating responsibility for a system issue.
  
  We contacted **************** on August *******, to discuss her complaint. After reviewing her account, she informed us that she had confirmed with her financial institution that the payment she attempted to process on July 31, 2024, was not completed. Although she was able to confirm that her payment did not go through, she still feels that a deeper investigation of the website and payment system is required. We advised her that we would escalate her concern with our leadership teams to further investigate if there is any non-reported incident with the Cricket Wireless website. We also explained we would take the necessary actions to prevent other customers from experiencing this issue in the future.
  
  Additionally, we advised her that the outcome or result of the internal investigation will not be shared externally. **************** confirmed no additional assistance is needed from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22087713
  
  I am rejecting this response because:

  I never stated that additional assistance was not needed.  I stated that they needed to do further investigation.  I also stated that a disconnect between their accounting system and their website would NOT show up in the accounting system.  This is basic IT and simple common sense.  I still want my $15 charge refunded.  It has not been refunded.  Their website is their responsibility.  It should not be confirming that a payment was received when it hasn't been.  Nothing has been done to fix this issue nor has a refund been processed.  I will not accept their "resolution" until something has been done.  Shirking of responsibility is not a resolution.  I was charged the $15 reconnect fee even with their website stating the payment had been received.  I paid the $15 as Cricket was closed and I was unable to reach out to find out why I was being charged $15 when I'd made the payment.  Cricket is still shirking their responsibility and now putting words in my mouth.  I do not appreciate having an unauthorized person speak for me.  I did not authorize Cricket nor any employees of Cricket to speak on my behalf nor do I do so now.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/02/2024

  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 was in ****** from July 17 - July 26, 2024. Prior to going on the trip, I contacted Cricket Wireless to inquire whether I would have full phone service during my trip in ******, or if I should do something to make certain that I would have complete text, calling, internet, etc. available with my phone while on my trip. The representative I spoke to assured me that I would have all access to these services while In ******. I asked again, "Are you sure? Do I need to do anything to ensure that these services will work while overseas?" Again, the person I spoke to assured me that everything would work using my phone while on my trip. From day one, I could not send nor receive texts, I could not call nor receive calls and could not access the internet. I was in a panic, my daughter in the ****** was in a panic that she could not reach me. I was scared, frustrated, and in a panic myself. I couldn't even contact the person who was picked me up after I arrived in *****. Needless to say, everyone thought something terrible had happened to me. Since arriving back home in the ******, I have contacted Cricket several times, being hung up on and being on hold for hours several times. I believe I am entitled to some compensation for mine (and my daughter and friend's) horror at not being able to reach me.

  Business Response

  Date: 08/14/2024

  August 12, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22081944
  Re: ***** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***************. In her complaint, Ms. **** stated that prior to her trip to ****** from July 17 to July 26, 2024, she contacted Cricket Wireless to inquire about having full phone service during her trip. She was assured by the representative that she would have complete access to text,calling, and internet services while in ******. However, from day one of her trip, she was unable to send or receive texts, make, or receive calls, or access the internet. This caused her and her loved ones to panic, and Ms. **** believes she is entitled to compensation for the horror she experienced.
  
  We contacted Ms. **** on August ******, to discuss her complaint. We apologize for the inconvenience caused by the misleading information provided by the Cricket Wireless representative. We assured her that we would escalate her experience with our leadership team to investigate the matter further. We explained the available international services that Cricket Wireless offers and processed a credit on her account for her inconveniences. Ms. **** confirmed to be satisfied with the resolution provided and did not have any other questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:08/01/2024

  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.

  sent the cell phone back unopened was approved by cricket but no refund,,was told my refund is on hold but no one knows why,,still waiting for my refund

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22077191
  Re: *************************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by *************************. In her complaint, ******************** states she returned her cell phone unopened as approved by Cricket Wireless. She states that her refund has not been processed. She was told that her refund was on hold and she is still waiting for it. ******************** is requesting a resolution to her issue.
  
  We attempted to contact ******************** on August 2, 5, and 8, 2024, but we were unsuccessful. To investigate Ms. ********* concerns, we need to be able to communicate with her. Should she still require assistance with her concern, she may contact *******, Cricket Wireless Office of the ********* Manager at ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday July 6th I purchased two phones from the cricket store. A few days later I noticed that the apps were taking a very long time to download. The phone would also freeze up and/or go black when I will be in the middle of surfing the internet or being on social media. The music that will play from ******* would just stop mid-song every song. Lastly when trying to delete photos the timer circle just continues to spend in the picture never deletes. I have visited the cricket store on 3 to 4 occasions about these issues. The clerk there would reset my phone and that would remedy the problem for that day, but the following day the phone glitches would return. On the last visit to the cricket store the clerk suggested I request a warranty replacement phone, which I did. I received the phone replacement and it is doing the exact thing the original phone was doing. I am now past the week or two allowed for a return, but I believe there is a malfunction with this phone and a replacement of the exact phone would just bear the same problems.

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22069561
  Re: Essence Dorrough
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by Essence Dorrough.In her complaint, ******************** states that she purchased two devices at a ********************** store on July 6, 2024. A few days later, she noticed that the apps were taking an exceedingly long time to download, the device would freeze up or go black when she is surfing the internet or social media. The music that would play from ******* would stop mid-song every song. Lastly, when trying to delete photos, the timer circle just continues to load but the picture never deletes. She visited the cricket store on 3 to 4 occasions about these issues,the store representative would reset her device, which would remedy the problem for that day, but the following day the device glitches would return. She was advised to file a warranty claim, which she did. She received the replacement device, however, it did the same thing the original was doing. She is now past the time allowed for a return, and she believes there is a malfunction with her device, as well as this particular make and model. She is requesting a resolution to her issue.
  
  
  We contacted ******************** on August 5, 2024, to discuss her complaint. After reviewing her account, we offered to replace her device with a different make and model as a one-time exception and explained that we would send her a return label for the original device via e-mail. She accepted the resolution we offered and agreed to wait until the device and label were delivered.
  
  We contacted ******************** on August 15, 2024, she informed us that she had successfully returned the original device and had activated the replacement device that we sent her. She confirmed that her device and service are now working as expected. ******************** confirmed that she did not need any additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:07/30/2024

  Type:Delivery 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 placed this order (****************) while chatting with a Cricket agent online. I intended to use an Android phone, but the agent informed me that even if I provided an iPhone MEID and it automatically switched to e***, they would assist me by updating the system and shipping the *** card. However, this has not happened. I would like to update the order to a physical *** instead of an e***. I have saved the conversation if needed.

  Business Response

  Date: 08/19/2024

  August 15, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22065627
  Re: *********************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by *********************. In her complaint, ************ stated that she placed an order while chatting with a Cricket Wireless agent online. She intended to get an Android phone, but the agent informed her that even if she provided an iPhone IMEI and it automatically switched to e***, they would assist her by updating the system and shipping the *** card. However, this has not happened. ************ would like to update the order to a physical *** instead of an e***.
  
  We contacted ************ on August *******, to discuss her complaint. ************ expressed her dissatisfaction with the online system, as she was forced to get an e*** profile set up for her new order instead of getting a physical *** card activated. She stated that she ended up purchasing a physical *** card from the Cricket Wireless store to get her ******* Galaxy A15 activated. We apologized to ************ for the inconvenience and processed a courtesy credit of $10.00 on her account, as she requested. We provided her with expectations about her rate plan and next month's payment, and ************ confirmed to be satisfied with the resolution provided.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made my Cricket August payment on July 17, 2024. On July 20, 2024, I switched to ******** I contacted Cricket **************** about a refund of my August payment. I was informed that since I was no longer with Cricket they would not refund my money. I sent an email to ******************************* requesting help in resolving this matter. As of July 30, 2024, I have not received a response.

  Business Response

  Date: 08/12/2024

  August 12, 2024 
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22064352
  Re: *************************************
   
  
  Dear ********************************** correspondence is in response to a complaint filed by *************************************. In her complaint, ************************ states that she processed the payment for August on July 17, 2024, and switched to ******* Wireless on July 20, 2024. She states she contacted Cricket Wireless customer care center requesting a refund for Augusts payment, ************************ was informed that since she was no longer with Cricket Wireless, she would not receive her refund.She reports that she sent an email to Cricket Wireless requesting assistance in resolving this matter and as of July 30, 2024, she has not received a response.************************ is requesting assistance to resolve this issue. 
  
  We contacted ************************ on August 2, 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 because 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. Lastly, we advised her to allow from 3 to 5 business days to receive her refund.
  
  
  Regards,  
  
  Cricket Wireless  
  Office of the President 
  ***************************************** NE 
  *******, ** 30319 

• Initial Complaint

  Date:07/28/2024

  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.

  I CONTACTED CRICKET WIRELESS TO HAVE A PHONE NUMBER ACCOUNT CANCELLED AND THEY HAVE YET DONE SO. THE NUMBER IS ************. MY PHOTO ID IS **********

  Business Response

  Date: 08/12/2024

  August 10, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22056404
  Re: ***********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In his complaint, ************** asserts that he contacted Cricket Wireless customer care to have a ********************** number canceled,but so far, the number has not been disconnected. ************** is requesting assistance to resolve this issue.
  
  We contacted ************** on July 30,2024, to discuss his complaint. When attempting to authenticate his wireless account, we discovered that the line had not been canceled because he did not have the account authentication PIN. We asked him for the accounts security question and ************** successfully shared the answer to authenticate his account. After reviewing his account, we informed him that once the wireless line is canceled, he will have 29 days from the cancelation date to restore the line if he needs it and a reactivation fee will be applied along with the month of service.
  
  We processed the cancelation of his wireless number and confirmed that his line had been successfully canceled. ************** expressed satisfaction with the resolution we provided and did not have any further questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

  Customer Answer

  Date: 08/12/2024

   
  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:07/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined cricket wireless online with special promotion for ******** razr 2023 phone with 60 dollar a month service. After or around July 18th 2024 the phone stopped working. Cricket would not replace direct and told me send to ******** repair or replacement . ******** found water damage which I didn't cause and said can't fix and suggested I talk to cricket wireless again. On July 27th 2024 I spoke with cricket wireless by chat due to there 800 number says you have to call from phone which I don't have. A cricket customer service person refused to back up or take responsibility for sending me a water damaged phone and said if I had issues with phone I would of returned in 7 days . Cricket took my money for phone and service. I either want a full refund or a replacement phone working and new not damaged as they sent me.

  Business Response

  Date: 08/12/2024

  
  August 12, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22053246
  Re: ***************************
  
  
  Dear ********************************** correspondence is in response to a complaint filed by ***************************. In her complaint ****************** states that she joined Cricket Wireless online with a special promotion for a ******** Razr 2023 phone with a $60 a month service.However, the phone stopped working after or around July 18, 2024. Cricket Wireless refused to replace the phone directly and instructed her to send it to ******** for repair or replacement. Upon inspection, ******** found water damage, which ****************** claims she did not cause. They suggested she speak to Cricket Wireless again. On July 27, 2024, ****************** spoke with a Cricket Wireless customer service representative via chat. The representative refused to take responsibility for sending her a water-damaged phone and stated that if she had issues with the phone, she should have returned it within seven days.She is requesting a full refund or a replacement phone.

  
  We contacted ****************** on July 31, 2024, to discuss her complaint. After reviewing her account, we confirmed that the Cricket Wireless device was not working correctly, and she had not been able to use her services. We assisted ****************** in sending her a replacement device to ensure she would not have the same concern again and sent her a return label to send back her old device.
  On August 6, 2024, she confirmed that she received the new device,and we completed the activation. She tested her service and confirmed the device is working correctly. ****************** is satisfied with the resolution and stated she does not need any additional assistance from Cricket Wireless.
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,** 30319

• Initial Complaint

  Date:07/27/2024

  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 recently wanted to change our cellphone service provider from Cricket Wireless to ********* My wife spoke to ******** on June 21, 2024 & began the process for ordering new cellphones & service. However, the rep incurred a problem on his end & told her he would call her back after resolving it in about two days. He never called & we received an email saying the order was cancelled. She contacted ******** again on June 27, 2024, spoke with a different rep, & began a new process for service. By this time, our Cricket payment of $70 was due by the end of the month , which was paid on June 28, 2024. This new service also involved purchasing new phones. They were delivered to us on July 1, 2024. The process of porting the phone numbers from Cricket to ******** began within a day or two and I was told by Cricket that my service would stop once that was completed.I then contacted Cricket to inquire about a refund. Representative said to file a dispute with my bank because they do not give refunds. My wife did on July 9, 2024 at ***********. They would contact her when finalized. She contacted the bank on July 24, 2024 & the rep told her the dispute was denied. Cricket denied to issue a refund.I contacted Cricket again & the rep told me she could not issue a refund because this was a prepaid service. I asked to speak with a ***************** did call me back later. The final result was the same. The manager stated that they do not issue refunds once the service is paid for.The end result is we are paying for a month of service that is no longer active & Cricket refuses to issue a refund. We paid this Cricket bill because we did not want an interruption in cell service before this whole process was completed. Cricket will cancel for nonpayment. Even though our Cricket account is in my name, my wife, *************************, opened the ******** account in her name. Two lines with each name on each line as we did with the Cricket account.

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22053221
  Re: *****************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************. In her complaint, ************ states that she and her husband were attempting to switch their cellphone service provider from Cricket Wireless to ********* The process began on June 21, 2024, but was delayed due to a problem on ********** end. They eventually received their new phones on July 1, 2024, and began the process of porting their phone numbers.In the meantime, their Cricket Wireless account payment of $70.00 was due on June 30, 2024, which they paid on June 28, 2024. Despite their service no longer being active, Cricket refuses to issue a refund. The account was in ********************* name, but the ******** account was opened in his wife's name, *************************.
  
  We contacted ************ on July 31,2024, to discuss her complaint. We shared with ************ information regarding the last payment received, which was $70.00 on June 28, 2024, and explained the Cricket Wireless refund policy. Cricket Wireless Terms and Conditions of Services state that amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Full Terms and Conditions can be found at: ******************************************.
  
  Although payments are non-refundable,we made an exception and provided a refund for the last payment processed on her account. We asked ************ to allow 7-10 business days for the refund to be returned to the financial account she used to make her last payment. She confirmed to be satisfied with the resolution provided and did not have any other questions regarding this complaint.
  
  
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/25/2024

  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.

  Through deceptive practices, Cricket made it impossible for me to suspend my cell phone service while on a military deployment to *************** from OCT 23-APR 24, a Servicemembers' Civil Relief Act (SCRA) provision to which I am legally entitled. I originally called Cricket about a month before my departure to set up the suspension. The rep told me that I could not schedule a suspension, but must call on the day that I wanted the suspension to go into effect, as it would take place immediately. With this information, I called again on the day that I was departing the US. The rep took all of my information and assured me that the suspension would go into effect that day. I discovered two months later, when reviewing bank account statements, that Cricket had continued to charge me for my monthly phone bill through autopay. Through extensive discussion over both chat and phone calls, I learned that they never suspended my account because I did not answer a return call from them - following my request for suspension - to verify the suspension. I argued that I could not receive such a call because I was on an int'l flight which the rep who set up the suspension knew I was boarding, was never advised of this requirement in either call requesting suspension, and furthermore was told by the rep that all was in order for the suspension. Cricket argued that because the autopay processed correctly, they could not refund me and advised that I dispute the charges upon return to the ** (7 mths X $30/mth=$210 total). When I did this, Cricket suspended my account, and I was without a phone for nine days while continuing to argue the matter. Finally, a "back office" manager called me and stated that I would receive a refund via check, as he could see that the error had been on the part of customer service. However, I subsequently received a voicemail from a different rep, stating that my request for refund was rejected with no further clarification. I never received the refund.

  Business Response

  Date: 08/09/2024

  August 9, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22041609
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, **************** states that Cricket Wireless made it impossible for her to suspend her cell phone service while on military deployment from October 2023 to April 2024.Despite calling Cricket Wireless to set up the suspension, she discovered two months later that Cricket Wireless continued to charge her for her monthly phone bill through Auto Pay. She was advised that the suspension could not be applied because she did not answer a verification phone call. After disputing the charges with her bank institution upon her return to the **, Cricket Wireless suspended her account, and she was without a phone for nine days while continuing to try to resolve this issue. A "back office" manager promised her a refund but, she subsequently received a voicemail stating that her refund was rejected with no further clarification. She is requesting us to provide her with the refund that was already promised to her.
  
  We contacted **************** on July 31, 2024, to discuss her complaint. After reviewing her account, we confirmed that she contacted us on October 6, 2023, and requested a military suspension for her line, a case was created as it is required to validate deployment paperwork through a phone conversation before suspending the line. The case was closed after 3 unsuccessful contact attempts. Since her account was enrolled in Auto Pay, her monthly payments were processed automatically until April 2024.Auto Pay was canceled automatically on May 30, 2024, after she initiated a payment reversal request caused her services to be suspended due to non-payment as the payments that were reversed generated a balance due on her account.
  
  We confirmed that on June 5, 2024, another case was opened for her account,requesting to refund her the monthly payments that Auto Pay processed. The refund was initially applied as an account credit on June 6, 2024; however, she further requested to be refunded with a paper check which was also approved,but the financial team ended up closing it as not applicable.
  
  Although payments are non-refundable, we made an exception and offered to process a full refund for the months that her account was charged by Auto Pay and she accepted our offer.On August 3, 2024, we advised her that the refund process was initiated. We advised her to allow 10 to 15 business days for the check to be delivered to the mailing address she provided to us.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

  Customer Answer

  Date: 08/13/2024

  Good morning, Sir/Ma'am,

  I am satisfied with the resolution presented by Cricket Wireless to this complaint; however, I would request to keep the case open until I have received the refund check promised. I have been in the position before of waiting on a refund check from Cricket, which I thought may still arrive despite the voicemail that I received to the contrary - because I thought perhaps the voicemail was in response to my credit card dispute and independent of the phone conversation in which management promised me a refund. While I trust the Cricket rep with whom I spoke in response to this complaint, the lack of internal communication demonstrated by this company has been alarming, and for this reason I cannot consider this case fully resolved until I have check-in-hand.

  I will contact BBB to close this case once I have received the refund check promised.

  I am truly grateful for your concern for, and involvement with, this case. BBB was a voice for me, when my voice as a simple customer could not be heard by ********************, its parent company AT&T, or **************** with whom I filed the credit card dispute. I would never be this close to resolution without the intervention of BBB. Thank you.

  Sincerely,

  ******************;