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, 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

• 

  Cricket Wireless, LLC

  11560 S District Dr South Jordan, UT 84095-5539

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:06/24/2024

  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 haven't had phone service since during the day since 6/10/24. I contacted customer service on ********* on that day. I was informed that there was an outage in my area due to a degraded cell tower. They gave me a resolution date of 6/11/2024 at 1:50 PM. I've been asking them every other day for a new resolution date and of course, it still isn't resolved. At this point, I'm convinced there won't be anymore phone service during the day in my area. The service has been out for ***** hours a day for 2 weeks and I think this is permanent. The Cricket Wireless phone number is ************. I had to give a different contact number*************) which my sister was nice enough to let me use so I can have phone service during the day. Cricket Wireless seems to have no problem with the fact that I only have service part of the time. I am really angry about it. This is the worst phone carrier that I have ever dealt with.

  Business Response

  Date: 07/13/2024

  July 12, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21893412
  Re: *********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************. In her complaint, ************** states that she has not had wireless service at home during the day since June 10, 2024. She contacted Cricket Wireless customer service through ********* and was informed that there was a degraded tower in her area causing a network outage. They advised her that the resolution date was initially set for June 11, 2024. Since then, she reports that she has been contacting customer service every other day and the network issue still is not resolved. She suspects that this incident is permanent because she has been without service for over 2 weeks. ************** is requesting a resolution to this issue.
  
  We contacted ************** on June 28,2024, to discuss her complaint. After reviewing her account and the network status near her home address, we confirmed that there is a degraded tower which might be affecting her service connectivity. We also verified that the estimated resolution date of this tower has been extended since June 10, 2024.Due to the extended time with the network incident, we shared with ************** that we would open an internal investigation with our network support team to gather additional information and we scheduled a call back to provide her with the findings.
  
  On July 6, 2024, we informed ************** that our network support team identified an optical interface failure with the tower that is near her home address. This tower is located on the rooftop of a commercial building. The roof and the siding of the building are being replaced and the sectors are locked during the repairs for the safety of the construction team. For this reason, we do not have an estimated resolution date as they will be able to work on the tower until the repairs of the building are completed.
  
  We provided ************** with a free month of service as a one-time courtesy for the difficulties she has experienced during this time.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:06/24/2024

  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.

  On 6/3/2024 I mistakenly made a payment to my wireless company without knowing I already made a payment on 5/30/2024. Minutes after realizing this, I reached out to Cricket Wireless (CW) by web chat and phone. I told them I already made this payment for **** on 5/30/24 can I be refunded for the second payment. At first they said they could not do this and it will be credited to next month payment. I stressed I needed that money to pay other bills, what else can be done and after some nudging they said I can file a claim with them.On **** 3rd I filed the claim and I received a text message from CW saying I will be refunded $40 within 3-5 business days. **** 11th, I called in because I still hadn't received my refund, yet *** ******* assured me they refunded it and the bank is what is holding it up. **** 20th, I called in again because I still hadn't received my refund, and now I wanted to see if I had all the information I needed because now I was gonna file a claim with my bank to find where this refund was. *** ******* said everything was done correctly on their end.I reached out to my bank same day to file a claim for **** 3rd.'s payment. Today, **** 24, 2024 when I tried to use my phone to make a call I found out it's been disconnected. I call into CW and spoke to *****/***** to see what happened. He tells me CW refunded me for May 30th and the bank refunded me for **** 3rd. Yet, I still don't show CW has refunded me at all. Just because their screen says so, doesn't make it true on my end.When I filed the dispute on **** 3rd with CW it was clear that I was requesting the refund for **** 3rd & not May 30th. The *** even mentioned that if I refund you - your account will be disconnected & I said why when I double paid, your refunding today's payment. The *** corrected themselves & saw my point. It seems to me they entered the wrong ********** I'm in the situation I'm in. Now to restore service it's $71.67 which I gonna have to pay to keep my phone number.

  Business Response

  Date: 07/17/2024

  July 18, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21893124
  Re: *********************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************************. In her complaint, ********************** asserts she made a double payment to Cricket Wireless on May 30, 2024, and June ******. She reached out to Cricket Wireless customer care to request a refund and after stressing that she needed the money to pay other bills, it was explained that she could file a claim. She was informed via text message she would receive her $40 refund within 3 - 5 business days. Despite assurances from customer service representatives, she faced delays and confusion regarding the refund.The confusion resulted in her phone service being disconnected, requiring an additional payment to restore it on June 24, 2024. She contacted customer service again and the representative explained that Cricket Wireless refunded her the payment she made on May 30, 2024, and that her financial institution refunded the payment she made on June 3, 2024. ********************** is requesting a refund of $40 and the additional payment she made to restore her account from suspension.
  
  We contacted ********************** on July 1,2024, to discuss her complaint. Upon reviewing her account, we found that on June 3, 2024, a payment reversal ticket was submitted from Cricket Wireless for the sum of $40 to her account and on June 23, 2024, a second payment reversal was submitted to her account from her financial institution for the sum of $40. The latest generated an outstanding pending balance of $71.67 on her Cricket Wireless account, suspending her service. We explained to her that when the second payment was reversed, it caused an immediate pending balance, leading to her line being suspended and additional fees being applied to her account.
  
  We confirmed she had processed a payment of $71.67 on June 24, 2024, to restore her service. ********************** informed us she received the $40 first payment reversal to her bank account and the second payment reversal of $40 was recovered and applied to her Cricket Wireless account on June 27, 2024, generating a positive balance on her account.
  
  
  We informed ********************** that the last payment of $71.67 she processed to restore her Cricket Wireless account had been successfully refunded to the same method of payment she used. She confirmed her concern was clarified and resolved.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

  Customer Answer

  Date: 07/17/2024

   
  Better Business Bureau:
  

  Days after filing this complaint CW reached out to me and settled the matter. Thank you so much for getting involved because on my own, I was getting no where. While I can at this time confirm the a refund of $71.67, I'm still waiting to see if the $40 will be credited to this month's bill. However CW's mediator gave me his number if payment doesn't follow through.
  

  Thank You,
  **********************

• Initial Complaint

  Date:06/20/2024

  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.

  YESTERDAY I WENT TO BUY A NEW ***** FROM THEM. GOING THROUGH THE PROCESS I PUT MY **** CARD INTO THE CREDIT CARD MECHINE AND AT THIS **** IT SAID MY PAYMENT WAS APPROVED BUT THAN THERE COMPUTER CRASHED AND THEY COULD NOT PRINT A RECIPT. THEY SAID NOT RECEIPT NO *****. BUT THE MONEY WOULD BE BACK INTO MY **** ACCOUT AFTER MIDNIGHT. I WENT TO THE **** AND HAD MY STATEMENT PRINTED OUT AND IT WAS NOT BACK INTO MY ACCOUNT. I WAS ON THE ***** WITH CRICKET HEADQUARTERS AND I TOLD THEM THAT THE STORE SAID THE SYSTEM CRASHES ALL THE **** AND HEADQUATERS KNOWS ABOUT IT. BUT WHEN I TALKED TO THEM THEY DONT UNDERSTAND WHAT IS GOING ON. AND ON MY **** STATEMENT IT SHOWS THAT THE MONEY OF $312.68 WAS TAKEN OUT.

  Business Response

  Date: 07/10/2024

  July 8, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21878266
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, ****************** states that she purchased a new phone from a Cricket Wireless store, and during the payment process, she inserted her bank card into the credit card machine and received an approval message. However, the computer system crashed at that moment and the store representative was unable to print a receipt. She was informed that without a receipt, the purchase could not be completed, and she was assured that the money would be refunded to her bank account after midnight. She went to the bank to check her statement and discovered that her payment had not been returned. She contacted Cricket Wireless Headquarters and informed them about the system crash, but they seemed unaware of the issue. Additionally, her bank statement shows that $312.68 was deducted from her account. ****************** would like to be refunded the amount that has not been credited back to her bank account.
  
  We contacted ****************** on June 28,2024, to discuss her complaint. She confirmed that the funds taken out of her bank account were refunded on June 23, 2024, and that she was able to purchase the desired device from the same ********************** authorized retail store.However, she expressed dissatisfaction with the information she was given since the pre-authorized charge took longer than twenty-four business hours to be refunded. We processed a courtesy credit on her account, due to her experience.
  
  We want to assure ****************** that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service. We shared with her that we have escalated her experience to the executive leadership team from the location. We assured her they would investigate further and address her concerns with the manager and representative.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:06/20/2024

  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.

  This problem started back in September of 2023. The problem started with cell phone ending in 9386 where when I call or make a phone call the phone call automatically hangs up it does not go out. When people try to call me even though I have three-way calling whether I'm on the phone or not the phone does not ring and people who are calling me states that the phone line says it's either busy or that it's disconnected. Since January of this year I have called into cricket several times both my husband and myself. When we call cricket they troubleshoot the phone which does nothing. They've had me take the *** card out of the phone put the *** card back in a different phone and the same problem persist. THERE IS AN INTERNAL PROBLEM WITH THE PROVIDER AND THE SERVICE OF CRICKET WIRELESS / **** AND THE ***** HAVE A BOOK THAT THEY READ FROM AND IF THERE'S AN ISSUE OUTSIDE OF THAT BOOK THEY DON'T KNOW WHAT TO DO. I was told the issue was my *** card so on May 31st I purchased a whole new line and a new *** card. The whole new line ends in 0608 and the same issue is persisting. I have a medical offices and lawyers offices reaching out to me stating that they have not been able to get a hold of me because my phone line says that it's busy or disconnected. I have in fact several people stating the same thing. This issue should not be happening because I have three-way calling if I'm on one line the other line should ring which it NO LONGER DOES. SOME **** THE ***** WORKS PERFECTLY FINE. MAJORITY OF THE **** I AM NOT ABLE TO CALL RANDOM NUMBERS INCLUDING MY MOTHER OR MY SON AND SOME **** PEOPLE WHO I SPEAK WITH REGULARLY ARE NOT ABLE TO CALL ME INCLUDING ATTORNEYS AND MEDICAL PROVIDERS. I'VE HAD CRICKET SERVICE FOR 9 YEARS AND I'M EXTREMELY DISAPPOINTED THAT CRICKET WIRELESS DOES NOT SEEM TO WANT TO GET DOWN TO THE PROBLEM THAT SEEMS TO CONTINUALLY PERSIST.

  Business Response

  Date: 07/13/2024

  July 12,2024
  
  Better Business Bureau
  Online Complaint
  
  No:21878416
  Re:*****************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In her complaint, she highlighted ongoing issues with her Cricket Wireless service since September 2023. Despite multiple attempts to resolve the problem,including obtaining a new line and SIM card on May 31, 2024, the issue persists. Her phone frequently shows her line as busy or disconnected,preventing important calls from reaching her, and impacting her medical and legal businesses. The service disruptions have been ongoing, with intermittent functionality, causing significant frustration and hindrance to her daily communications. ********************** is requesting assistance to resolve this issue.
  
  We contacted ********************** on June 21, 2024, to discuss her complaint. After reviewing her account, we performed a troubleshooting process on her wireless numbers and after testing the service ********************** mentioned that the issue persists. On June 24, 2024, we opened a ticket with our technical support team to further investigate the network issue.
  
  On July 2, 5 and 8, 2024, we attempted to contact ********************** to share with her via phone conversation that the investigation results indicated that no provisioning issues were found with her wireless numbers and no network outages impacting the location she provided. Our technical support team confirmed that both wireless numbers are correctly registered with the Cricket Wireless network.
  
  Cricket Wireless Terms and Conditions state that: We do not guarantee the availability of the wireless network or any Wireless Services. You will not have access to our network outside of our coverage areas. Coverage maps, available on our website or in store, show a high-level approximation of wireless coverage and there are gaps in coverage not shown by this approximation; actual coverage may vary and be affected by terrain, weather, foliage, buildings, signal strength,high-usage periods, customer equipment and other factors. Our full terms and conditions can be found online at: www.cricketwireless.com/terms.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:06/19/2024

  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 14, 2024, we applied to the cricket company for the provision of mobile communication services. we paid $117 for two lines. In the evening, one line worked and the other did not, despite the fact that they did not ask me for my passport. On the second day, we went to the service again, where it turned out that they connected us to a completely different user. Having identified the problem, they canceled our two lines and asked for $40 to create an account again, and again to pay $117 for the package. I wanted to get my money back and they said that it was a system failure and that they could not return the money and that they had to pay again. I have the receipt for the payment, because I paid in cash. and on Friday 15.06.2024 they canceled those lines and I am still without communication until today, I paid the money, but the service was not provided . I have already gone to them 4 times to no avail . spent a lot of fuel and a lot of time and nerves on all that, the manager was very rude, she did not compromise. That's why I'm contacting you because I don't know what to do in this situation. We have only been in the *** for 2 weeks, we came from *******.

  Business Response

  Date: 07/12/2024

  July 13, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21870006
  Re: *****************
  
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *****************. In her complaint, she details the issues faced with Cricket Wireless service after paying $117 for two wireless numbers on June 14, 2024. Even though one of the wireless numbers worked initially, the other did not work due to being connected to a different user.After several unsuccessful attempts to rectify the issue, including being asked to pay an additional $40 and $117, the wireless numbers were canceled on June 15, 2024, leaving her uncommunicated. Ms. ********* expresses frustration over the lack of resolution and the inability to receive a refund for the failed service. She adds that she visited the Cricket Wireless authorized retail store multiple times, spent a lot of time, and had an unsatisfactory customer experience. Ms. ********* requests assistance to resolve this issue.
  
  We contacted Ms. ********* on June 24,2024, to discuss her complaint. We apologized for the inconvenience she experienced during the activation process. After researching her account, we found that the devices she took for activation were not compatible with the Cricket Wireless network and explained to her that to use our network, a High-Definition Voice-capable (HD Voice-capable) device is required. We offered Ms. ********* the reactivation of the wireless numbers at no cost including a free month of service, but she stated she did not have compatible devices to use the service.
  
  On July 3, 2024, we confirmed to her that a refund check has been issued to her mailing address. Lastly, we advised her to allow 10 to 15 business days to receive the refund.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:06/18/2024

  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 the 13th of June I purchased a phone from cricket. it was meant to be an upgrade from my current cricket phone because over the past 3 years there had been a technical problem that neither their technical support or customer service could help fix and I hoped by buying a new phone I would no longer have the problem but the problem continued and after spending 5 hours on the phone with their customer service their technical support as well as the ******** technical support they could not help me fix the problem with the new phone, understand why the problem was happening, and suggested that I set the phone back to factory take it back to the store get my money back and try a different provider. After speaking to their customer service and their warranty department I was assured that I would receive a full refund. Upon returning to the store, I first had to convince the employee that I only had the phone for 3 days not 7 days otherwise I would not have been able to return the phone, second the employee tried to restart the phone asking me for my passwords which I refuse to give, and thirdly he would only give me half of the amount back in refund. When I asked the employee to call customer service call their warranty department and call their manager that I was assured of the full amount in return the employee refused. Then when I informed the employee that if I was having to keep the phone I would like him to unlock it so that I could take it to another provider again the employee refused. So the refund amount that I received was $46.29. upon returning home I contacted customer service again they said that they could not refund anything at their end they suggested I go to my bank and have them return the money back on my card but since it was a legitimate transaction how could I get them to put the money back on the card. I would just like to have the remainder refunded in the amount of $58.42.

  Business Response

  Date: 07/10/2024

  July 11, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21869329
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, she states that on the 13th of June, she purchased a device from **********************. This device was an upgrade from her current phone since she had been experiencing technical problems for the past three years that neither the customer care center nor technical support were able to fix. She adds that the technical issues continued with her new device and after failed attempts to fix it, she was recommended to return the device and request a refund. After being assured she would receive a full refund, she faced challenges at the Cricket Wireless authorized retail store and received only a partial refund of $46.29 instead of the promised amount. ****************** is requesting the remaining $58.42 to be refunded.
  
  We contacted ****************** on June 24, 2024, to discuss her complaint.After reviewing her account, we confirmed that she returned her device within the ***** return policy and she is no longer using her Cricket Wireless account. We informed ****************** that we would issue a refund for the remaining amount of $58.42 and explained the refund check will be sent to her mailing address.
  
  On June 27, 2027, we confirmed to ****************** that the refund check had been processed and asked her to allow 7 to 10 business days to receive it in the mail. She confirmed she does not need additional assistance from Cricket Wireless, regarding this complaint.
  
  We thank ****************** for her communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:06/18/2024

  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.

  In April of 2023 I had to get a new phone because my old phone died. I got a brand new phone with a new phone number, over the next ten months they billed me for my old phone service as well as my new phones service. When I realized what was happening in December of 2023 I called Cricket and they requested a code for my account that I didn't have and they informed me that they couldn't access my account without said code. When I went to the Cricket store and talked to the ******* manager she said that there was no way that Cricket would help me with this issue and to talk to my bank. My bank told me that I needed to file a claim through them, which I did and they only refunded me 60 dollars and then the next month they rejected the original claim and took the money back. They then told me that they would not be helping me with dispute any longer and recommended that I contact you.

  Business Response

  Date: 06/24/2024

  June 24, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21834420
  Re: *********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************. In his complaint, he states that he purchased two wireless devices, one for his wife and one for his daughter, and he added his daughter to his plan with an upgrade to an Apple device. However, halfway through the process, the Cricket Wireless authorized retail store manager realized that the Apple device needed to be upgraded in a new account. The manager created a new account for his daughter and assured ************** that it would be merged into their existing account within 24 hours without any additional cost.
  
  However, two months later, his daughter's wireless service was turned off and they were asked to pay the bill.To merge the account, they were told they had to pay the bill in full plus a transfer fee, which they had already paid at the store. ************** feels that he is now paying more than double for Cricket Wireless mistake and has had negative experiences with both the customer care department and the authorized retail store. He believes that several mistakes were made by Cricket, including not understanding their own promotion, changing their rate plan without consent, and failing to merge the lines despite payment of fees. ************** is requesting assistance to resolve this issue and a credit to his account.
  
  We attempted to contact ************** on June 20, 21, and 24, 2024, but were unsuccessful. To investigate Mr. ****** concerns, we need to be able to communicate with him. Should ************** still require assistance, he is encouraged to contact *********, Cricket Wireless Office of the President ******** at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********
  

• Initial Complaint

  Date:06/18/2024

  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 needed a cell phone because my other was completely out. I can't afford a land line, but I also need a phone when out in case of trouble with vehicle, or myself. I went to the ********** Cricket. I had before saw a review on a ******* A54 5G, which was said it was as good as the more high dollar ones. I asked for it. He didn't think he had it but went to the back and came out with 2. So I said I'd like to get one. He started the setting it up. He said it came with a screen protector and case. When he said it's ready, I paid him $395.87. I left to go home. At home I could call out. The first time I took it 20 ft from my MH I couldn't call out. The next morning my neighbor took me, my vehicle in shop, back to him. He finally said he put wrong sim in. OK. Home,same thing. Next day there again, & I heard another reason. Then I go home. Same. Call ******** said he could refund the money. He wasn't leaving till 5pm.Upon I getting there at 4,he's gone. Woman tried. Not. Another guy said the one that sold it to me quit. But I heard another salesman say,he'd be back. I told the lady what he said & she said No. I said Well why can't you just trade it out on the identical one in the back? She wouldn't even do that. So she thought what she did would work. No. Meanwhile while I'm back,& forth day's are being eat up. Upon which they started in on the amount of days you can't get a replacement for. I was trying. Back and forth. Gas, agrivation,etc. Yes my vehicle was broken & after all their it's fixed, but wasn't their may have been one day I didn't get back. Plus if they couldn't fix it after SO MANY TRYS,what was wrong with making it an Honest transaction? I had been with them many years and I even went up to their largest package. I was paying more, but not even able to use it but at home,which I may add it's not even calling or receiving every time now. So it'll be completely useless after I paid $395.87. I can't afford to loose that much money.

  Business Response

  Date: 07/13/2024

  July 13, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 21861720
  Re: ***************************
  
  
  Dear Sir/Madam,  
  
  This ************** is in response to a complaint filed by ***************************. In her complaint,****************** shared her experience at the ********** Cricket Wireless authorized retail store where she purchased a ******* A54 5G for $395.87. The representative informed her the device came with a screen protector and a case.She reports that she faced multiple issues with the devices functionality and service at home. Regardless of the attempts to rectify the situation, including incorrect SIM card insertion and promises of refunds or exchanges, ****************** went back and forth multiple times to the retail store without resolving. She adds she encountered many obstacles and delays, resulting in frustration and monetary loss. She is requesting a refund for the defective device.
  We contacted ****************** on June 24, 2024, to discuss her complaint. After speaking with her and reviewing her account, we confirmed that she has experienced multiple software issues with her device. She explained that she has been trying to return the phone to the Cricket Wireless authorized retail store where she purchased it to receive a refund and has yet to receive any help. We offered ****************** the option to replace her phone, but she stated she would rather follow the return process.
  
  We provided ****************** with a return label so she could send us back the phone. Lastly, we confirmed the refund process was initiated,and she will be receiving a refund check to the address she provided within 5 to 15 business days.
  
  We thank ****************** for her communication.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,********

• Initial Complaint

  Date:06/14/2024

  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.

  With this company, you pay your bill and then your service get cut completely. You cant text you cant call you cant even call 911. If theres an emergency, you cant even access your data. You cant even access the cricket app. You cant access their website as soon as you pay your bill they cut all service off, and they refused to give refund their cell towers are constantly going down according to them with unannounced maintenance. Im supposed to use someone elses Wi-Fi to call but yet Im giving them money for phone service that they are not providing and refuse to give me a refund on this company needs to be shut down , I dont even know why theyre allowed to be a business when theyre customers pay their bill and they cut all access off to their phone

  Business Response

  Date: 07/09/2024

  July 8, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21853180
  Re: ***************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In her complaint, she expressed frustration with the company's practice of cutting off all services immediately after payment, leaving customers unable to make calls, send texts, or access essential features like emergency services and data. ********************** also highlighted the company's refusal to provide refunds despite the lack of service and frequent unannounced maintenance causing disruptions. She emphasized the inconvenience of relying on someone else's Wi-Fi for communication while still paying for a service that is not being delivered.
  
  We attempted to contact ********************** on June 18, 21, 27, and July 1,2024, but we were unsuccessful. To investigate ************************ concerns, we need to be able to communicate with her. Should she still require assistance with her concern, we encourage her to contact *******, Office of the President ******* at ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:06/12/2024

  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 have been paying $140 a month to cricket for 2 years, but their systems and support are HORRIBLE They life to me about features I tried to add back in arch and charged me $20 for them and after complaining 5 times for over an hour I finally got someone who agreed I was correct and promised to help me get a credit back... which they did via my credit card (or my card did when I complained to them).... in any case, since then autoPAY to take MORE of my money will NOT work, neither will their billing systems, and they always say its fine..when it is not..then it shuts my phone service off for my entire family and charge an extra $15 bill to reactivate. these horrible people make me call every month and beg to take my money and we do a bandaid but never fix it... now I find out that it is probably due to that $20 credit they paid me but do NOT ACCEPT as valid but never told me... so they ruin my life and overcharge me every month now! I want it fixed on their end with a simple $20 credit they paid me and wont yet accept internally, so my autopsy will work!

  Business Response

  Date: 07/06/2024

  July 8, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21841735
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In his complaint, ****************** asserts he has been paying $140/month to Cricket Wireless for two years. He had complaint to Cricket Wireless customer care about a feature he attempted to add where he was charged $20.00. ****************** explains that in addition to being promised a $20 credit, his Auto Pay does not work, and the billing systems fail, resulting in phone service disconnections for his family along with extra charges for reactivation.The ongoing problem seems to stem from the unresolved $20 credit issue, causing continuous overcharges and service disruptions. ****************** is requesting assistance to resolve this issue.
  
  We contacted ****************** on June 17,2024, to discuss his complaint. After reviewing his account, ****************** informed us that after processing two payments to his wireless account on March 8, 2024, he contacted his bank institution and requested those two payments be reversed from Cricket Wireless. We explained to him that his wireless account has a lock from incoming payments with credit or debit cards due to the payments that were reversed.For this reason, his Auto Pay transactions are not being processed.
  
  To help ****************** enable the option of using credit or debit cards once again, we created a new Cricket Wireless account and moved his ********************** numbers to the new account. Additionally, we assisted him to set up his account online but after many attempts, we advised him to wait 24 hours to complete the process.
  
  On June 18, 2024, we contacted ***************** to follow-up his concern, and he was able to complete the set up for his account online. After accessing his account online, he successfully enrolled his new account on Auto Pay. Lastly, we advised him that Auto Pay will process his payments automatically until cancelled and we shared with him information regarding his next due date and ****.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21841735
  
  I am rejecting this response because: it is full of ERRORS and MISSTATEMENTS which are just NOT TRUE.

  It missses many points and gets them WRONG, including

   

  1) the part about a service I was "charged $20" for in  "March of 2024" and expected a credit for..... WELL actually I tured to ad a service for my daughter who was traveling over seas in march of 2023, and called CRICKET in person to ask  what was needed, and was told false and untrue claimes about what was needed TWICE, and was charged $10 each time for different service that did NOT do what was promised, as the ONLY RIGHT ANSWER was "THEY can NOT provide the service requested and never should have told me either of the things I tried and was charged for would ever work".... that TRUE response and credit issued (via a strange way, since even when they LIE about the service they try and sell you, and admit it and you call for a refund and they agree I should get one, cricket makes it almost IMPROSSIBLE to ever get a credit back even when clearly deserved.  So, cricket still has huge internal issues with software that do NOT work right or even at all sometimes and POLICY issues that PUNISH you from being a respectful and honest customer. They are often neither.

  2) this response also completely MISTATES the problem with cancelling the payments made by autopay.... as I NEVER CANCELLED any, but their autopay software SENT THEM BACK as REJECTED... my banks and credit cards were all working fine (they blamed me for that falsely too many times)... but the autopay payments, AND the ***** payments I made by hand to try and pay my bills so they would not keep cancelling my familes 5 phones, ALL were PAID to CRICKET, whose horrible accounting software promptly (within a minute it seems) sent them ALL back.  I never asked for any to be cancelled ot returned.. CRICKETS OWN software did this for months, and NO ONE there could understand this or admit this at all.... until finally, and ONLY AFTER POSTING THIS ************************* complaint did someone call me back from the company, to TRY and help....

   

  3) BUT even with the attempted help , rather than an easy fix that MOST companies would enable, canclleing the hold on payments etc or whatver their corrupted s/w was doing... the ONLY thing this person could do (after making me wait on calls for a ton of time and multiple calls, was to give up fixing my account... their software is too poor... but he could help me start a NEW account and transfer my lines and ******** to this... though even that took days to get it to work at all, and even then it took 24 hour waiting periods to allow HIM to log back in and make a little progess... *** we STILL most wait over a MONTH to allow me to change my password back to something I want rather then a huge mess they autassigned.. so STILL NOT DONE... and won't be until the end of AUGUST, and thats IF it even works when we try again then.

   

  4) so NOT fixed yet... not done, and the history above was wrong and misleading and made it seem like any of it was my fault which is 100% false... their horrible software and even worse proceedures caused it all.. and will continue to UNTIL and unless (though doubtful) that they EEVER wake up and begin to care about customer service at all.... they clearly DO NOT as of today.... again, this last gentleman was mostly nice and is still trying, but his explanation above was wrong on many levels, as noted, and he was and is hampered by policy and services that puts customers LAST, and seemed designed to provoke extra undiserved billngs as they did to me over 10 times!.... making me call and wait for hours... (and 2 extra trips to store in person to try and resolve too...but no luck there too, and they always charge you more for paying any way at all except  online one way... which often does not work (and then they shut your phones off so you have to go in and pay extra for both turning it back on and to pay in person, all due to THEIR errors etc).

   

  so no....still big issues here....

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

  Business Response

  Date: 07/22/2024

  July 22, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21841735
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a rebuttal complaint filed by *************************. In his complaint, he mentions being charged $20 in March of 2024 for a service he was not properly informed about when adding it for his daughter's overseas travel back in March 2023. Despite being misled twice by Cricket Wireless representatives, he was charged for services that did not meet the promised functionalities. He also experienced issues with Auto Pay payments being rejected due to Cricket Wireless software errors, leading to multiple failed attempts to resolve the billing discrepancies. The efforts to rectify the situation by starting a new account were met with delays and inconveniences, prolonging the resolution process until the end of August.
  
  We contacted ****************** on July 18,2024, to discuss his rebuttal complaint. We confirmed that his Auto Pay issue was resolved and his wireless account does not have a lock from incoming payments with credit cards anymore. We attempted to update the username of his online/myCricket app account, but we were unsuccessful because the username had already been created.
  
  We informed him that we would open a technical ticket to our advanced tech support team to further investigate and attempt to update the username of his wireless account. ****************** agreed for us to follow up on his case after the due date of his complaint and share the outcome of the technical ticket via e-mail.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********