Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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Complaints

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

Customer Complaints Summary

1,347 total complaints in the last 3 years.
396 complaints closed in the last 12 months.

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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:06/11/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account #********* has a charge of $82.99. When I called cricket, I was told it was due to a charge back of $99.99 which still did not add up to $82.99. Cricket did not help and I was told to call my bank. Now back in April I filed a complaint with BBB because of an issue I had with cricket. Cricket refused to correct the issue until I filed a report here. That complaint number was #********. I also disputed the difference of the charge with my bank. The amount I disputed was $50.00. Initially I purchased an I phone 11 priced for $49.99 with 2 months of service on the $60 plan but I was charged $99.99 for the phone and 1 month of service on the $60 plan. With many attempts to get it corrected cricket refused to adjust until I filed a complaint with BBB. I received a call from cricket 4/9/24 and spoke with ****** who FINALLY adjusted my account. I then called my bank to have my dispute with them closed out since ****** corrected it. I have a letter dated for 4/11/24 to also confirm that the dispute I filed with bank was closed. Now on 6/7/24 I get a notification from my bank showing a different dispute that was filed for the amount of $49.99 with cricket. I immediately called my bank to have that closed out. My bank did not understand why there was a dispute because I explained I did not file anything. I called my bank again on 6/11/24 and was reassured all claims have been closed. My account I used to pay ******************** with has no charge back charges and cricket is asking me to pay $82.99 to reinstate service which means I would be paying cricket double. My account needs to be adjusted and my service reinstated. I also need to be credited for all the days without service do to this issue.
Business Response
Date: 07/03/2024
July 3, 2024

Better Business Bureau
Online Complaint

No: 21834669
Re: *********************

Dear ********** ************ correspondence is in response to a complaint filed by *********************. In her complaint, ************** states that she was charged $82.99 on her account, which she believes is incorrect. She contacted Cricket Wireless and was informed that the charge was due to a $99.99 chargeback, but this did not fully explain the amount. Cricket Wireless advised her to contact her bank.Previously, in April, ************** filed a complaint with the BBB about an issue with Cricket Wireless, which was resolved only after she filed the complaint.She also disputed a charge of $50 with her bank. Initially, she purchased an iPhone 11 for $49.99 with two months of service on the $60 plan, but was charged $99.99 for the phone and one month of service. Despite her efforts,Cricket Wireless corrected her account only after the BBB complaint. On April 9, 2024, she spoke with ****** from Cricket Wireless, who adjusted her account.She then contacted her bank to close the dispute. On June 7, 2024, ************** received a notification from her bank about a different $49.99 dispute with Cricket Wireless, which she did not initiate. She immediately contacted her bank to close it. Her bank confirmed that all claims were closed. However, Cricket Wireless is now asking her to pay $82.99 to reinstate her service, effectively making her pay twice. ************** is requesting an adjustment to her account, reinstatement of her service, and credit for the days without service due to this issue.

We contacted ************** on June 17,2024, to discuss her complaint. After reviewing her account, we found that a payment reversal for $49 was completed on June 10, 2024, causing the suspension of her wireless services due to a pending balance that was due the same day. We explained that since that charge was not paid by the end of the day, her account was suspended on June 11, 2024. We informed her that she needed to pay the disputed amount, prorated charges for a new bill cycle, and a reactivation fee. On June 14, 2024, the funds that were reversed from her Cricket Wireless account were returned to her Cricket Wireless account by her bank, showing a positive balance. ************** processed a payment of $33 to restore her services.

We processed a courtesy credit for her account to compensate her for the unexpected suspension and time without service. Additionally, we shared expectations regarding her next payment due date and balance.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 07/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:06/11/2024
Type:Billing 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 paid my boyfriend's cellphone bill through autopay with a receipt of payment. Cricket Wireless is keeping my money and making claims it was charged back. I called my bank and they told me that the payment was sent through.
Business Response
Date: 06/24/2024
June 24, 2024

Better Business Bureau
Online Complaint

No: 21834093
Re: *****************************

Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In her complaint, **************** states that she paid her boyfriend's cellphone bill through Auto Pay and received a receipt of payment. Furthermore,she mentions that Cricket Wireless is retaining the money and claiming that the payment was charged back. She then contacted her bank, which confirmed that the payment had processed successfully. **************** is requesting a refund.

We contacted **************** on June 13, 2024, to discuss her complaint.After authenticating the account and reviewing the information, we discovered that the account was subscribed to the Cricket Wireless Amazon subscription at the time she processed her payment. We explained to her that the payment reversal that was submitted on June 6, 2024, was associated to a payment made on May 11, 2024, leading to the suspension of the account. On June 11, ******** made an additional payment to restore the service. We advised **************** that the reversal can take from 3 to 5 business days to reflect on her bank account and scheduled a call back to follow up.

We contacted **************** on June 19, 2024, to further discuss her complaint. She stated that she had not received the amount of the payment that was reversed back to her bank account. We offered **************** to apply a one-time credit to her boyfriends account to cover the amount of the payment that was reversed. She accepted our offer and confirmed she does not require additional assistance from Cricket Wireless.

We thank **************** for her communication.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 06/24/2024

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:06/11/2024
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.
************* has been out of service over 30 days and no attempt to restore it says they upgrading tower
Business Response
Date: 06/24/2024
June 24, 2024

Better Business Bureau
Online Complaint

No: 21832963
Re: ***************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************************. In her complaint, ****************** states that her phone service has been out for over thirty days. Furthermore, she states that there has not been an attempt to restore the service. She adds that the issue is due to an upgrade on one of the towers. ****************** is requesting assistance to resolve this issue.

We contacted ****************** on June 17, 2024, to discuss her complaint. After reviewing her account and performing an initial network investigation, we discovered a service outage that occurred at her address from May 29 until June 12, 2024. We informed ****************** that the issue had been resolved and she confirmed that the services are now working correctly.
We shared with ****************** that we issued a credit to her Cricket Wireless account for the days she was not able to adequately use her services. She confirmed she did not have any additional questions and/or concerns.
We thank ****************** for her communication.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,** 30319
Initial Complaint
Date:06/10/2024
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 am currently financing a ******* Galaxy 24 I called Cricket Wireless warranty department several times to tell them of the issues I am having. Phone overheating, not staying charged, goggle maps not working, and phone display lighting up red among other issues.When i spoke to a representative he said that I would have to send in the phone to get a replacement sent out to me, I explained I am financing this phone and I am disabled and this is my only means of communication. He said he would have his manager call me, but he never did. This was on the 29th of May 2024. On June 3, 2024, I received a replacement phone but it is a ******* Galaxy 23! On June 3, 2024, I called Cricket customer service several times only to receive a message that my call would be returned. It did as I was speaking to the rep she hung up on me. Today, I called again, they had to call me back the rep I explained myself again only to be told she would have a manager call me back! In conclusion, left with a nonworking phone and a payment!!!
Business Response
Date: 06/27/2024
June 27, 2024

Better Business Bureau
Online Complaint

No: 21819181
Re: *************************

Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, she stated that she is currently financing a ******* Galaxy S24 and has been experiencing several issues with it, including overheating, not staying charged, ****** Maps not working, and the phone display lighting up red. She contacted the Cricket Wireless warranty department multiple times to report these issues and was informed that she would need to send in the phone for a replacement. She explained that she is disabled and relies on this phone as her only means of communication. The representative she spoke to, mentioned that his manager would call her back, but she never received a call. On June 3, 2024, ******** received a replacement phone, but it turned out to be a ******* Galaxy S23 instead. She has since been trying to reach Cricket Wireless customer care but has been unable to speak to a representative. She was either met with a message stating that her call would be returned or hung up on during a conversation with a representative. As a result, she is left with a nonworking phone and is still required to make payments.

We contacted ************ on June 11, 2024, to discuss her complaint. She informed us that on June 8, 2024, she spoke with the warranty department and processed the claim asking for it to be expedited as she would be out of town for some time. She confirmed that as of June 11, she has not received the replacement. We explained to her that we would further investigate with the ******************* to find out if the order had been processed and we scheduled a callback.

On June 17, 2024, we confirmed to her that the replacement was sent to her current mailing address. She confirmed via email on June 18, 2024, she received her device, and it was the correct model. On June 20, 2024, we contacted ************ to assist her with the activation. She mentioned that she received a refurbished device and wanted a new one. We explained the Warranty Terms and Conditions, and we confirmed that the devices can either be new or refurbished. More information about Warranty claims is available at: ****************************************************************************.

We provided ************ with an account credit for the time she waited for her replacement. ************ confirmed she did not need any additional assistance from Cricket Wireless, regarding this complaint.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 06/28/2024

Complaint: 21819181

I am rejecting this response because: On 6-20-24 I spoke to ******* at Crickets office of the President and informed her that I did receive the replacement phone but I was not happy because it is a refurbished phone. I made her aware hat this phone is being financed and I am paying for a new phone and will have to continue do so for the next 10 months. In doing so I may be faced with the problems that I have brought to her from the beginning. It is not fair to be given a refurbished phone. I asked can I speak to someone else she replied she is the only that handles this issue and I would continue to get her. When,I first received the replacement phone it immediately asked me to update it, is this an indication of whats to come? I am not satisfied with a 1 month credit on my phone bill when I still have a phone that isnt working at 100%. Im not going to risk transferring my data on the refurbished phone they sent me. I am not satisfied. Please continue helping me,

Sincerely,

*************************
Business Response
Date: 07/03/2024
July 3, 2024

Better Business Bureau
Online Complaint

No: 21819181
Re: *************************

Dear ********** ************ correspondence is in response to a rebuttal filed by *************************. In her complaint, she states that she expressed dissatisfaction with receiving a refurbished phone as a replacement for her financed device. She highlighted concerns about potential future issues with the refurbished phone and stated she was not satisfied with the one-month credit that was applied to her account. ************ adds that she will not risk transferring her data on the refurbished device she received from Cricket Wireless.

On June 11, 2024, we contacted ************ to discuss her original complaint. She had filed a warranty claim to replace her defective device on June 8, 2024, but she had not received it. We confirmed with ************ that on June 17, 2024, her replacement device was sent to the mailing address she provided, and we assisted her with the activation on June 20, 2024. She mentioned that she received a refurbished device and wanted a new one. We explained to ************ when completing a warranty claim, the same or similar replacement model is shipped, which may be a new or refurbished device.More information about the warranty process is available at: ****************************************************************************.

Additionally, we provided *********** with a courtesy credit on her account for the time she waited for her replacement device. We respectfully request that this complaint is closed, as we are unable to further assist her.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 07/03/2024

Complaint: 21819181

I am rejecting this response because: Again I will not take the risk of accepting a refurbished phone when I am financing a new phone for the next 10 months. This is not fair, a cricket knows this. I run the chance of having problems with a refurbished phone. Why not give me what Im paying for a new phone with a 12 month warranty.

Sincerely,

*************************
Initial Complaint
Date:06/08/2024
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 May 22 24 I was at cricket tried to get a free 5 g cell phone.the lady there said they had free cell phone went you buy service. She went in the back and came back and said they were out of 5 g phone.and sold me 4g I came back on June 2 for a 5g.and was told I came back to late.i was not told that I had come before 7 days to exchange phones there no signs saying about that and I was notified about that's
Business Response
Date: 07/01/2024
June 29, 2024

Better Business Bureau
Online Complaint

No: 21821830
Re: *******************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *******************. In his complaint, he states that on May 22,2024, he visited a Cricket Wireless authorized retail store to obtain a free 5G wireless device. The store representative informed him that they had free devices available with the purchase of the service. However, upon checking their inventory, the store representative informed him that they were out of 5G devices and gave him a 4G device instead. He returned to the store on June 2,2024, hoping to exchange the 4G device for a 5G device, but was informed that he had exceeded the 7-day return period. He claims that he was not informed about this policy. ************** is requesting a resolution to this issue.

We contacted ************ on June 17,2024, to discuss his complaint. After reviewing his account, we informed him about Cricket Wireless return policy that states qualifying new or reconditioned wireless devices purchased from a Cricket Store may only be returned or exchanged at the same store where they were originally purchased and within seven (7) days of purchase date. More information about returns and exchanges can be found at: **********************************************************************************************

Additionally, we explained to him that his device was out of the seven-day return policy at which point. ************ ended the conversation.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 07/01/2024
they call me 3 first 2 time they ask for my pass word and that they look into the matter and give me a call back the the 3 time they call me back said their was not a thing that they can do for me because I did not come back in 7days..and I was told that their was nothing they could do because 7 days was up, And my phone is for the next 6month I cannot take my to another cell company I was not told that when I paid for the phone or that iiiiiiiiiiiiii had 7 day to return the phone if ii did not like the service.consumer beware of cricket cell phone
Business Response
Date: 07/08/2024
July 8, 2024

Better Business Bureau
Online Complaint

No: 21821830
Re: *******************

Dear Sir/Madam,

This ************** is in response to a rebuttal complaint filed by *******************. In his complaint, ************ states that Cricket Wireless contacted him two times, requesting his password to authenticate his account to further address his issue. The third time he was contacted, he was informed that nothing could be done as he did not return his wireless device within seven days. He asserts he was not informed about the return policy and now he cannot take his device to another carrier for the next six months.

We contacted ************ on June 17,2024, to discuss his initial complaint. After reviewing his account, we informed him about the Cricket Wireless return policy that states qualifying new or reconditioned wireless devices purchased from a Cricket Wireless authorized retail store *** only be returned or exchanged at the same store where they were originally purchased and within seven (7) days of purchase date.More information about returns and exchanges can be found at: **********************************************************************************************.

We explained to ************ that his device was out of the seven-day return policy at the time he attempted to return it. He ended the conversation.

We respectfully request this case be closed, as we have already explained that his device does not meet the return policy requirements.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Initial Complaint
Date:06/08/2024
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.
Cricket terminates my 3 cell phone lines without prior notification, the customer service refused to provide my number transfer pin for me switch to another carrier, it result in numerous hassels and making big impact for my daily business, it's a bad business style to treat the consumers. I wish you can help to find the biz to resolve what i lost from this inconviences. thank you.
Business Response
Date: 06/28/2024
June 28, 2024

Better Business Bureau
Online Complaint

No: 21820438
Re: ***********

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********. In her complaint, ******** states that Cricket Wireless terminated her three wireless numbers without prior notification. She explains that she contacted Cricket Wireless customer service to request her number transfer PIN (NTP) to switch to another carrier and they refused to provide it.As a result, she has experienced a significant impact on her daily business.She believes that this is a bad business practice and is seeking assistance to resolve this issue.

We contacted ******** on June 20, 2024,to discuss her complaint. Upon attempting to authenticate the account, ******** informed us that she does not have or has knowledge of the 4-digit account security PIN and/or the answer to the security question as she is not the owner of the account. She further explained that she makes the payments of her service to a person who owns Cricket Wireless multiline accounts because this allows her to have a plan for a lower monthly price. Additionally, she stated that she is not able to receive verification text messages as she does not have service at this time. We advised ******** to contact the person she was making the payments to and obtain the information required to authenticate the account as an authorized user, but she declined our recommendation. She asserted we should assist her without the need to authenticate the account. ******** informed us she does not wish to discuss this further with us unless we provide her with a proper resolution.

We want to assure ******** that we want to assist her and resolve her concerns with her wireless numbers. However, before we can access the account to investigate and share our findings with her, we must properly authenticate the Cricket Wireless account as part of our security and privacy policy. This helps protect customers account information.

When ******** able to authenticate the account, she is encouraged to contact *****, Cricket Wireless Office of the President ******** at **************.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 06/28/2024

Complaint: 21820438

I am rejecting this response because I don't have the way to retrieve the account name and pin, if so i'd not to file this complaint. does this make any sense? I authorize BBB to public this thread as a bad business occurred.

Sincerely,

***********
Business Response
Date: 07/03/2024
July 3, 2024

Better Business Bureau
Online Complaint

No: 21820438
Re: ***********

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ***********. In her rebuttal, ******** states that she rejects the response provided because she does not have any way to retrieve the account name or credentials and if she had them, she would not be filing this complaint.

We contacted ******** on June 20,2024, to discuss her complaint. Upon attempting to authenticate the account,******** informed us that she does not have or has knowledge of the 4-digit account security PIN and/or the answer to the security question as she is not the owner of the account. She further explained that she makes the payments of her service to a person who owns the Cricket Wireless multiline account because this allows her to have a plan for a lower monthly price. Additionally, she stated that she is not able to receive verification text messages as she does not have service at this time. We advised ******** to contact the person she was making the payments to and obtain the information required to authenticate the account as an authorized user, but she declined and asserted we should assist her without the need to authenticate the account. ******** informed us she does not wish to discuss this further with us unless we provide her with a proper resolution.

We want to assure ******** that we want to assist her and resolve her concerns with her wireless numbers. However, before we can open her account to investigate, we are required to authenticate the Cricket Wireless account as part of our security and privacy policy. This helps protect her account information and passwords. After we authenticate her account, we will be able to communicate with her our findings and resolution, or any other updates and information related to her ****.

We do respectfully request Ms.*** **** be closed, as we cannot assist her without authenticating the account.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 07/03/2024

Complaint: 21820438

I am rejecting this response because: they can not/ not willing to resolve the problem

Sincerely,

***********
Initial Complaint
Date:06/07/2024
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.
Business charged extra due to their mistake. It occurred to me how much money the company is taking from customers if this happens regularly, assuming most won't argue over $10.- $20. So I am! Additionally, I tried to resolve the complaint with cricket, got a few phone messages from them but when I tried to call back and leave a message, there was no way to do that. There has still been no resolution.
Business Response
Date: 06/28/2024
June 26, 2024

Better Business Bureau
Online Complaint

No: 21812647
Re: ***********************

Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In her complaint, **************** states that her phone was disconnected due to non-payment even though she was enrolled in AutoPay. She contacted her bank institution and was advised that there is nothing wrong with her credit card and the payment was not declined. They informed her that the charge was not even submitted by Cricket Wireless. She informed a store manager about it and requested to get the additional charges removed but was declined.

We attempted to contact **************** on June 11, 14, and 17, 2024, but were unsuccessful. To investigate Ms. ******* concerns, we need to be able to communicate with her. Should **************** still require assistance, she may contact *****, Office of the President ******** at **************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 06/28/2024

Complaint: 21812647

I am rejecting this response because:
I explained in an email to the business that I am not available for personal calls during the workday. I returned their calls two times and no one answered and there was no way to leave a message. Their refusal to handle this through email, so that there i have a record of what is discussed, is in fact part of this complaint. I would like to know specifically why they will not, and what information they need from me since they already know I am a customer and have my information. Thanks.
Sincerely,

***********************
Business Response
Date: 07/08/2024
July 8, 2024

Better Business Bureau
Online Complaint

No: 21812647
Re: ***********************

Dear ********** ************ correspondence is in response to a rebuttal filed by ***********************. In her rebuttal, **************** states that she is rejecting our response as she explained that she is not available for personal calls during the workday. She returned our calls twice without success and the option to leave a message was not given to her. She added that the fact that Cricket Wireless refuses to handle this through email so she can have a record of what is discussed is actually part of the complaint as well.

We attempted to call and email *************** on July 3, 5, and 6, 2024, but we were unsuccessful in communicating with her. To further investigate her concerns, we need to be able to communicate with her and complete the required authentication process for her account by a live phone conversation, as part of the Cricket Wireless privacy and security policies. Should **************** still require assistance, she may contact *****, Office of the President ******** at **************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 07/09/2024

Complaint: 21812647

I am rejecting this response because:
The part that has not been addressed, as requested in my last email, is: what information is needed from me, why must it be over the phone rather than email and the continued calls during the workday, which shows no real attempt to participate in mediation. As this is mediation, I feel the BBB should be involved, and any information that you feel you need, I would be happy to provide via the BBB response forms. Thank you.

Sincerely,

***********************
Initial Complaint
Date:06/06/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and myself have cell service with Cricket Wireless. It was some changes made to our account without our permission, and Cricket determined that it was some fraud involved. Now I have no cell service, we called and chat also went to a Cricket store to resolve the problem. After we showed our ID and gave them the account number, they still can't get into the account and told us we have to wait for corporate to get into our account . So we may get cell service by next week because they are off on the weekends. This is a larger company and know one can get into the account to fix the problem but corporate. We have being trying to get this fixed , but know one can do anything. I need my cell service. We can even get the number changed or anything until corporate can look at the account and that's next week
Business Response
Date: 06/18/2024
June 18, 2024
Better Business Bureau
Online Complaint

No: 21814905
Re: ***************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***************************. In her complaint, ************** states that she and her husband have service with Cricket Wireless. She adds that changes were made to her Cricket Wireless account without her permission, and Cricket Wireless determined there was fraud involved. ************** reports that she currently has no service. She contacted Cricket Wireless customer care and visited an authorized retail store to resolve the issue; however, she has not received any assistance. ************** was told she had to wait for the corporate office to access her account. She is seeking a resolution to her issue.

We contacted ************** on June 8, 2024, to discuss her complaint. We want to assure ************** that their account security is a top priority for Cricket Wireless. After reviewing their account, we believe that they may have been the victim of identity theft originating outside of their Cricket Wireless account. The individual who accessed their Cricket Wireless account had enough information to authenticate their account and make changes.This individual may then have used his phone number to gain access to other accounts where they use his phone number for verification. If they have not already done so, we advise ************** to file a police report regarding the suspected identity theft.

We explained to ************** that we are actively recovering her lines of service; however, she decided to cancel her wireless lines.************** informed us that she has activated her services with a different provider. After reviewing her account, we confirmed to ************** that the wireless numbers were cancelled and she requested a refund.

Although Cricket Wireless does not provide refunds, we made an exception and informed her that we initiated the refund process. ************** will receive her refund check within 5-15 business days at the mailing address she provided.

Regards,

Cricket Wireless
Office of the President ****************************************************
Customer Answer
Date: 06/18/2024

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:06/05/2024
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 4th me and my employee were at work I usually have my vehicle and she gets dropped off well I also was getting dropped off this day and the employees at Carthage cricket wirelesss decided to tell the cops to tell her mom that her vehicle and my vehicle that was parked in front of my store were in cricket parking way and needed to be removed from the property after cops left I went to cricket and told them that the vehicle was not on cricket property and I drive my vehicle to work so I can pay my bills so it's allowed there and o e of the lady's told me to leave I told her when she pays my bills my vehicle will be here if she likes it or not or I will have her and other lady arrested for false statements she told me to leave again I said make sure u pay my bills and walked out this is false stuff they are saying and I want compensation for me and my employee for harassment payments for bills for a year and pay my electric bill for a year I'm done being harassed for no reason
Business Response
Date: 06/18/2024
June 18, 2024

Better Business Bureau
Online Complaint

No: 21808872
Re: *******************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *******************************. In her complaint, she states that on June 4th, she and her employee were at work when the employees at ******** Cricket Wireless authorized retailer told the police to inform her employee's mother that their vehicles needed to be removed from the property. ***** went to the Cricket Wireless authorized retailer store and explained that the vehicles were not on their property and that she drives her vehicle to work to pay her bills. One of the employees told her to leave, and ***** responded by saying, that she should pay my bills if she wants her to leave. She is requesting compensation for harassment, payment of bills for a year, and payment of her electric bill for a year.

We contacted ************************ on June 10, 2024,via email and informed her that the people she reported are employees of an authorized retail and not Cricket Wireless. Additionally, we shared with *********************** that we have forwarded her experience to the Cricket Wireless executive leadership that works directly with that authorized retailer store management. They will further investigate.

We thank ************************ for her communication.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,** 30319
Initial Complaint
Date:06/05/2024
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 paid my $55 monthly payment on 5/31/24. The $55.00 was payment for service in the month of June. I switched carriers to ******* on Sunday, June 2nd, 2024. I will happily pay for the two days of service that I used in June, but I'm requesting a partial refund in the amount of $51.34 for the days I did not use.
Business Response
Date: 06/17/2024
June 17, 2024

Better Business Bureau
Online Complaint

No: 21805473
Re: *********************

Dear ********** ************ correspondence is in response to a complaint filed by *********************. In her complaint, ********** states that she paid her $55.00 bill on May 31, 2024, for the month of June 2024. She switched carriers to ******* on June 2, 2024. ********** would like to get a partial refund of the wireless services she paid for the month of June 2024 she was unable to use.

We contacted ********** on June 7, 2024,to discuss her complaint. After reviewing her account, we discovered that she processed her last monthly payment on May 30, 2024, and confirmed that her wireless service was canceled on June 2, 2024, after porting her number out.

We explained to ********** that as set forth 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 for cash. Full terms and conditions can be found at: ******************************************.

Although Cricket Wireless does not provide refunds, we made an exception for **********. We shared with her that we initiated a refund to her original form of payment, and she should receive her refund within 5 - 7 business days.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 06/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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