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.

close

Find a Location

Cricket Wireless, LLC has 629 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/17/2024

  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 January 4th of 2024. I purchased a new cricket phone. It was a ******** stylus 5g 2023 phone. Few days later when it arrived in the mail. It was activated. This has been the same phone I have used. I have no switched phones. Today is July 17th. Still using that phone only. So I wanted to unlock my phone. Told I was not allowed to because I didn't meet the 6 months requirement. When in fact I have. Beginning of January to middle of July. Is 6 months. Well come to find out, they have someone else's imei on my account. Which is a whole other phone. Same it was the same model of the cricket one I purchased. Come to find out. It was the metro PC moto g stylus 2023 I purchased. Which that phone was sold. A week or two after having it. It was unlocked as well. I never used it on cricket. All I did was put the sim card in it. Prior to selling it. To make sure it worked with cricket. Due to the lady who was buying it wanted to use it with cricket. She bought it and it's been in her possession not mine. So why it was even on my cricket account. I don't know why. That metro phone was sold. On my account they have her imei though on my account and her phone linked to it. When the only one on it , should be the ******** I bought from cricket. So we have two issues, A phone is on my cricket account that I never used on it , that isn't in my possession it was sold. And my phone should be unlocked and they won't.

  Business Response

  Date: 08/07/2024

  August 8, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22006089
  Re: *************************;
  
  
  Dear Sir/*****,  
  
  This correspondence is in response to a complaint filed by ***************************. In her complaint, ****************** states that on January 4,2024, she purchased a ******** Stylus 5G 2023 from Cricket Wireless. She asserts that she has been using the same phone since then and has not switched to any other device. However, when she tried to unlock the phone after six months, Cricket Wireless denied the request, stating that the device did not meet the six-month requirement. Upon further investigation, it was discovered that a different **** was linked to her account, which was a Metro PC ************* 2023 that she had sold to another person. ****************** adds that this phone was never used with Cricket Wireless, and she only used it on her account to ensure that the device worked with ********************** before selling it.Therefore, Ms. ******** account should only have the **** of the ******** Stylus 5G 2023 purchased from Cricket Wireless. She is requesting assistance to unlock her phone.

  
  We contacted ****************** on July 23, 2024, to discuss her complaint. After reviewing her account and **** information, we confirmed that her Cricket Wireless device was not associated with her account as it was still associated as a BYOP (bring your own phone) device.We updated her account **** to her ******** Stylus 5G 2023 and shared with ***************** that would perform an internal investigation to verify the tenure of activation of her device.

  
  On August 5, 2024, we confirmed to ****************** that her device does meet the six-month usage requirement, therefore, we provided her with the steps to unlock her device through the ********************** app. She confirmed that the device was successfully unlocked and expressed satisfaction with the resolution we provided.
  
  
  Regards,  
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,** 30319

  Customer Answer

  Date: 08/07/2024

   
  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:07/17/2024

  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.

  My identity was stolen. My phone line was taken over and cricket allowed changes to be made to the account. Last week Wednesday I spent 2 hours in the store for them to file a complaint. The complaint was never filed. I spent another 2 hours on the phone creating a case. Thursday I was told that 3-5 business days things would be resolved. I have called repeatedly and received no communication from them. The person who hacked the accounts name is still on the account. 3 lines were removed from the account and 5 total have been affected. 4 lines have not had access for a total of 7 full days now. I was told I would get a call Monday evening, Tuesday, and Wednesday. I am concerned about my identity. I am also concerned about my credit. Every part of my life has been affected at this point and there is no resolve so far that has happened.

  Business Response

  Date: 07/31/2024

  August 1, 2024
  
  
  Better Business Bureau
  Online Complaint
  
  No: 21907663
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, she reports that her identity was stolen, her wireless number was taken over, and unauthorized changes were made to her Cricket Wireless account. Despite spending hours in-store and on the phone addressing the issue, a complaint was not filed, and her case remains unresolved. Three lines were removed from her wireless account,affecting a total of five lines, with four lines still inaccessible for seven days. The individual responsible for the breach remains on the account, causing concerns about identity theft and credit implications. ************** is requesting assistance to resolve this issue.
  
  We attempted to contact ************** on July 18, 19, and 22, 2024, via phone and email, but were unsuccessful. On July 22,2024, she responded to one of our e-mails requesting to be contacted via e-mail.We replied to ************** informing her that before we can open her wireless account to investigate her concerns and share our findings and resolution, we must authenticate her Cricket Wireless account as part of our security and privacy policy. The authentication process can only be completed through a phone conversation, which helps protect her account information and passwords. We did not receive a response from **************.
  
  We want to assure ************** that we want to assist her with her concerns. However, to investigate her concerns and her Cricket Wireless account, we need to be able to communicate with her through a phone conversation. Should ************** still require assistance, she is encouraged to contact *********, Cricket Wireless Office of the President ******** at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:07/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Cricket Wireless store located in ************************ ****************** managers named ***************** Employee named ***************** purchased only a number without devices on 31/05/2024 as auto draft monthly payment with my credit card information.They cut the service before 3-days end of the month We tried to contact customer service was long wait and decided to walk to the store and ask for help on 01/07/2024 Employees ***** instead of working with her customer friendly and solving the problem Answered she is not required to help me and I have to pay for the late fees $40 I asked for her above manager to talk to for being not helpful also its part of her job to work for customers with nice attitude Then she wasnt . .responding to me I felt i wasnt respected enough and as they have camera s every where recording without our promotions I picked my phone to record her for doing bad job and being loud,She turned aggressively talking with a male coworker Hispanic that I couldnt understand I was leaving and still planning to come back next day and meet her manager Suddenly they called her and she was on speaker talking mad she is refusing to talk to me and was my banks fault that it didnt go through 3- times trying to Collect the money Added i need to leave the store immediately or they will call police on me .??I was shocked for her unprofessional with her customers and had zero patience .They gave the officer ????? my personal information as my name and address the which is against the business policy as a civil rights I have to feel safe by protecting myself and my personal info Its so shame to be treated as no value customer What was the crime I did ?To ask for a manager help By doing that They approved very bad reputation for the company and they should be fired please read the bad reviews about that location. Thanks

  Business Response

  Date: 07/31/2024

  August 1, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 21977717
  Re: *********************
  
  
  Dear Sir/Madam,  
  
  This ************** is in response to a complaint filed by *********************. In her complaint,************** shares the details of an incident that occurred at a Cricket Wireless authorized retailer. She reports that on May 31, 2024, she purchased a phone number with Auto Pay; however, the service was suspended before the end of the month. She tried to contact Cricket Wireless care center, but the wait time was long, therefore she decided to go to the authorized retailer to get assistance.She reports that an employee named ***** stated that they could not help her and told her she needed to pay $40 to restore her services. ************** added that she attempted to talk to the manager, but the manager refused to speak to her. She is requesting a resolution to her issue.

  We contacted ************** on July 17, 2024, to discuss her complaint. After reviewing her account, we discovered that her account was suspended for non-payment. ************** confirmed that she was able to process her payment online for $30 and restore her services; however, she felt undervalued as a customer and questioned the need for such treatment when she simply requested assistance from a manager.
  
  We want to assure ************** that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service with every customer interaction. We shared with ************** that we have escalated her experience to our executive leadership team that works directly with this authorized retailers management team and assured her they will investigate further.
  
  Additionally, we shared with ************** that a courtesy credit was applied to her account.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,** 30319

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 60 dollar unlimited plan from cricket wireless online in many places, specifically my dorm even though I have 3 or 4 bars of service I will barely have data (1/2 mb if I'm lucky) I want cricket not to slow down my data or to refund me

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22001284
  Re: *****************
  
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *****************. In his complaint, ************ states that he purchased a $60 unlimited plan from the Cricket Wireless website and is experiencing slow data speeds despite having 3 or 4 signal bars of service. He is requesting that Cricket Wireless provide him with a refund or stop slowing down his data speeds.
  
  We attempted to contact ************ on July 20, 23, and 26, 2024, via phone and e-mail but were unsuccessful. On Sunday, July 28, 2024, ************ informed us via e-mail that he would call us back that same day. We explained to him via e-mail on July 29, 2024, that our office works from Monday to Saturday and requested the best time to contact him, but we did not receive a response.
  
  We attempted to contact *********** via phone on July 29, 2024, but were unsuccessful. On August 1, 2024, we shared with him via e-mail that included helpful troubleshooting steps to improve his network and data connectivity. However, to fully investigate ************* concerns, we must be able to communicate with him. Should he still require assistance, he may contact *****, Cricket Wireless Office of the President ******** at ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 15th 2024 I purchased a new IPhone 11 & a plan for $15.00 per month. I paid cash and set up my debit card for future automatic payments of $15.00 per month. My first text from Cricket informed me my payment of $55.00 would be charged the following day. The date of the text was July 12th, the payment to be taken on the 13th. I stopped payment before it was made and went back directly to the store where I made the original purchase. Spoke with ****** who told me they had discontinued that offer on July 12th. My new monthy payment would now be $55.00 not $15.00. Since I found another carrier who will honor their quoted price Cricket has blocked my new phone from being used by myself with a company demonstrating integrity that they lack. I am currently waiting for 6 months to pass in order to use my new phone because ******* decided that $15.00 per mont fees were too low for whatever reason and they chose to change that amount to $55.00. I have included a photo of a store display in Spanish from that store taken on that day I returned, July 14th to adjust the fee back to $15.00. When I showed this to ******, the store rep. she told me it should have been taken down days ago. I bought the plan a month prior to that visit. The store still had the promo still displayed in store as a plan for sale.

  Business Response

  Date: 08/07/2024

  August 8, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21997474
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In his complaint, **************** stated that he purchased a new iPhone 11 and a plan for $15.00 per month on June 15, 2024.However, he received a text from Cricket Wireless on July 12, 2024, stating that his payment of $55.00 would be charged the following day, which was not the plan he agreed to. **************** stopped the payment, he returned to the same store he purchased his phone and plan from, to be told that the $15 plan had been discontinued on July 12th. He was told that his new monthly payment would be $55.00, not $15.00. **************** found another carrier that will honor their quoted price, but Cricket Wireless has blocked his new phone from being used with the new carrier. He has included a photo of a store display in Spanish from that specific store that was taken on July 14, 2024, which shows the promotional offer was still displayed in the store. When he showed this picture to the store representative, she told him it should have been taken down days ago. **************** would like to be refunded the amount paid for the second month of service he was charged for.
  
  We contacted **************** on July 29,2024, to discuss his complaint. We informed him about the charges found according to the purchase receipt. We found that the $15 plan was not the plan his service was activated with and when he attempted to change to the $15 plan the plan had already expired. We assured him that we would escalate his experience to the Cricket Wireless leadership team which works directly with this store location and management team for further review. We offered to assist him with the refund he requested; however, we explained that he would be required to return the phone to Cricket Wireless. **************** agreed with our recommendation, sent him a return label, and explained the expectations regarding the return process.
  
  On August 3, 2024, we informed *************** that the package with the iPhone 11 had been successfully returned, we confirmed his mailing address and submitted the refund request. We explained that the refund process takes approximately 7 to 14 business days and he should expect his refund check within that time.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:07/15/2024

  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 July 12, 2024, I went into Cricket to have my services transferred from another company. I spent 5 hours with the agent trying to get this done, to finally be told that it could not be done, but I still would be charged $66. I was not told until the end of this process that there was a no refund policy. My question to them and you is why should I have to paid for a service that I don't have. Is Cricket that pressed for money that they have to take money from a customer in this frivolous manner. This is abusive and not good customer service. I believe I am due a refund since the service I was seeking could not be done. Companies must be stopped from this kind of power grab practice that takes advantage and abuse customers with this inane policy.

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21992212
  Re: *********************
  
  
  Dear ********** **************** correspondence is in response to a complaint filed by *********************. In his complaint he states that on July 12, 2024, he had a frustrating experience at Cricket Wireless, where he spent 5 hours attempting to transfer services from another carrier, only to be informed that it was not possible but was still charged $66. He expressed dissatisfaction with the no refund policy and questioned the necessity of paying for a service he did not receive, labeling it as poor customer service.********** is requesting a refund.
  
  We contacted ********** on July 18, 2024, to discuss his complaint. After reviewing the account, we confirmed that he was unable to port his number to Cricket Wireless and could not activate services. We found that no refund was processed previously; therefore,we process a refund. We advised ********** to allow 7-10 business days to receive the check in the mail. He confirmed that he was satisfied with the resolution and had no additional questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:07/15/2024

  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.

  Hey this is ***************************** I have paid 30 for my phone service on July 8 and it was paid up until the 7th and now I have no money or a phone number and this has been going on for years and months at a time and it really does need to stop for real

  Business Response

  Date: 08/05/2024

  August 5, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21992138
  Re: *****************************
  
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *****************************. In his complaint, he states that he paid $30 for his wireless service on July 8, 2024, which was supposed to be paid up until the 7th. Unfortunately, now he does not have money or a wireless number,and this has been an ongoing issue for years and months at a time. ******************** is requesting assistance to resolve this issue.
  
  We attempted to contact ******************** on July 18 and 22, 2024, but were unsuccessful. We were able to contact him on July 25, 2024, to discuss his complaint. After introducing ourselves, ******************* requested not to be contacted again by Cricket Wireless Office of the President.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:07/15/2024

  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.

  My name is ********************************* I have cricket as my phone company, I have not had service for 2 weeks I was currently paying 85 .Sometimes I get service sometimes nothing at all for 2 weeks. I whenever I call they dont give me and answer as to why I dont have service.I asked them reimburse my money if I dont have service. They dont want to do it I spoke to 5 people they keep lying saying the next day well have service. I currently have 3 line. ************* (**************** and **************** They phone number that I call for cricket is the 1(************* customer service. Please have them reimbursement for these to weeks up until now still no service. I am trying get another phone company. Its crucial that we get service I back all my f us have important business take care of. Thanks so much ********************************* *****************************

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 21990574
  Re: *******************************
  
  
  Dear Sir/Madam,  
  
  This ************** is in response to a complaint filed by *******************************. In her complaint ********************** states that she has been experiencing a lack of service from Cricket Wireless for the past two weeks despite paying $85. She adds that she has contacted Cricket Wireless customer care multiple times but has not received a satisfactory explanation for the service outage or a refund for the period she has been without service. She expressed the urgency of the situation as important business matters are being affected.
  We contacted ********************** on July 18, 2024,to discuss her complaint. After reviewing her account and coverage details, we discovered that there was an outage affecting the area where she lives for two weeks. We confirmed that this outage has been resolved and she confirmed her services are working correctly.
  
  We share with ********************** that we applied a credit to her Cricket Wireless account for the days that her services did not work.She accepted the credit and confirmed she did not have any other questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,********
  

• Initial Complaint

  Date:07/15/2024

  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'm a disable veteran my phone was stolen on 5/11/24 I went to Cricket WIRELESS on 5/17/24 to suspend my account and to file a claim I had insurance on my phone the Cricket employee told me straight out that I could not file a claim on my to stolen phone that I would need to buy a new phone and I wasn't eligible for an upgrade l look over the phones and select the ******** 5G the employee went to the back and came back she told that would put it together and advice me about also getting the case of which I did I ask her again if she was sure about filing a claim on my stolen device and again she responded no she handed me the phone with the case everything ready to go I paid close to $200.00 phone, upgrade, and case before I left the store I ask the young lady for a copy of Cricket insurance policy without anything hesitation she handed me a copy of the insurance policy with a smile on her face I left the store and proceeded to read the brochure wish clearly stated that I could make a claim for my stolen phone I call the insurance company and was able to make a claim on my stolen device and paid the $75 deductible and that I will receive it in two days. I called Cricket ***************************************************************************************************** to ****** it I did all that would come up were district manager job openings I called back again 611 this operator hangs up on me I also sent a complaint to SUN COMM the name on the door since one of the employees told me that the stores were individually owned I noticed after carefully looking over the phone I noticed that it was a ******** 4G instead of the 5G I went back to the store and talk to the employee that was there at the time he said he could exchange it for me he went to the bank came back with another phone he told me it was $75 more and I asked him why there's only $20 difference he said it was a better phone come to find out that they did not have the 5G in stock

  Business Response

  Date: 08/07/2024

  August 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21989477
  Re: ***************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In his complaint, ******************** states that he visited Cricket Wireless on May 17, 2024, to suspend his account and file a claim for his stolen phone. However, he was informed by the store employee that he could not file a claim and needed to purchase a new phone. He selected a ******** 5G and was advised to purchase a case. After paying almost $200, he asked for a copy of the Cricket Wireless insurance policy and was handed one. Upon reading it, he discovered that he could make a claim for his stolen phone and did so successfully. However, when he returned to the store to exchange the phone for a ******** 5G, he was told that it was not in stock and was offered a different phone for $75 more. ******************** would like to return the device that was purchased from the store and receive a refund.
  
  We contacted ******************** on July 29,2024, to discuss his complaint. We apologized to him for the experience he had with the store representative. We assured him that we would escalate his concerns to the leadership team that works with that authorized retailer management team. We offered to assist him with returning the original device he purchased and initiate the refund process. Additionally, we helped him activate the replacement device he received from *******, and provided him with instructions on how to return the original device. We scheduled to call ******************* back to test the replacement device we activated for him.
  
  We attempted to contact ******************** on July 30, and August 2, 2024, to follow up but were unsuccessful. To fully address ******************** concerns, we require communication with him. Should ******************* still need assistance, he is encouraged to contact ******, Cricket Wireless Office of the President ******** at ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:07/14/2024

  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.

  so i spoke to someone on 7/13/2024 that said there was a few weeks of maintenance on the cell towers and its why i was not getting proper 5g access and id be compensated 25$ since i didnt have 5g. and the person i spoke with today 7/14/2024 said that there was no recolection of it and basically tried to tell me that i was s*** out of luck excuse my language. id like my money and rly this business deserves shut down if their just gunna keep terrorizing americans. and it was all recorded so proof is literally there.

  Business Response

  Date: 07/29/2024

  July 29,2024
  
  Better Business Bureau
  Online Complaint
  
  No:21987937
  Re:*********************************
  
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************************. In his complaint, ******************** states that on July 13, 2024, he was informed of a few weeks of maintenance on the cell towers affecting his 5G access and was promised a $25 credit to compensate him for the network issue. However, when he followed up on July 14, 2024, he was informed there was no record of this agreement, leading to frustration and a demand for compensation, stating that proof of the conversation was recorded. ******************** is requesting assistance to resolve this issue.
  
  We contacted ******************** on July 16, 2024, to discuss his complaint. He shared with us that on July 15, 2024, he contacted Cricket Wireless customer care, and they were able to assist him with his concern confirming that the issue has been resolved. He stated he did not need additional assistance from Cricket Wireless regarding this complaint. 
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********