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:06/04/2024

  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.

  "Red flags consumers should be wary of. For instance, if a store advertises a Full Refund policy but includes undisclosed conditions or limits the refund to store credit, this could be considered misleading." I was lied to, misled at the store, by ***************** overcharged, refunded then charged again without use for what I paid for. Explanation:A prepaid pmt was made & accepted on date due online. The next day I had no service. After spending 40 min on a customer service call I reported them to FCC. *****, office of Cricket ****** President, refunded the late fees & reassessed my bill to the advertised website rate of $90 instead of $110 I was being charged as recommended by Cricket franchise address above. A month later with no texts or calls to the 2nd line, I found I had no service although they'd taken $45 a month for it. ***** told me to take the phone to the store to check the *** card & the phone hotspot I pd for would no longer be functional. The phone worked fine before he made changes to the account. ********* who'd helped me prior at the location above told me she was the Regional Mgr. I trusted her guidance, even sending a letter of recommendation. She told me I had to buy a new phone $*****. I took it home & set it on a shelf as I didn't need it. When I took the phone down, the battery was dead & the only thing in the pkg was a cord which required me to purchase additional equipment to use, inoperable new. I took it back for a refund & to have the 2nd line disconnected. They refused to refund the money quoting an undisclosed at the time 7 day return policy. I didn't need the phone other than Cricket's inept handling of billing & service practices. **** said ********* wasn't the Regional **** ******** was but couldn't give me her contact ******** would have to call (again) CS. It's a tag team operation where consumers lose $$$ money and lots of time with anti-consumer misleading practices. ***** phone. 45 mo x 2 plus 20 overcharged x 12 mo.

• Initial Complaint

  Date:06/03/2024

  Type:Customer Service 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.

  For the **************************************** Location. ************************* up on me three times refused to do her job, ******* working entirely, didn't ask for my name & number, lazy & apathetic, refused to help after I told her the first time that I called customer service three times today & got nowhere after reporting that I was not receiving text messages following a number change (still not receiving texts), waiting on hold ***** minutes each time to speak with a service rep. ******* didn't ask for my name & phone number to call me back (again, avoiding responsibility & work) after I asked her to & instead, she placed me on MUTE (not hold) not once but THREE TIMES on THREE SEPARATE OCASSIONS after I was forced to call back-to-back-to-back after she hung up on me three times in a row AND after she got VERY SMART MOUTHED & passive-aggressive with me, telling me that she would not help me. Again, I had to call back three times in a row because she did not put me on a proper hold wherein I could hear hold music. ******* THEN CAME BACK ON THE LINE AND PRETENDED TO BE MANAGER *******. REALLY, SHE DID THAT!! And if it was ******** she was equally as ignorant, moronic, aggressive, unhelpful, and stupid as *******! This person hung up on me a fourth time after I asked who the Operations Manager was & she refused to tell me!! *******/******* IS/ARE VERY NASTY, UNPROFESSIONAL, APATHETIC, LAZY, EXCUSE-PRONE, WORK AVOIDING, & RESPONSIBILITY SHRIKING EMPLOYEE WHO SHOULD BE TERMINATED IMMEDIATELY!

  Business Response

  Date: 06/18/2024

  June 16, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21797443
  Re: *****************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************. In his complaint, ************ asserts that he called the Cricket Wireless authorized retail store located at ***************************************, seeking technical assistance as he was experiencing issues with text messages after doing a phone number change. ************ stated that the store representative refused to do her job and ended the phone conversation three times. Furthermore, he contacted the store again waiting on hold for fifteen to twenty minutes, the store representative did not ask for his name, nor for a wireless number to call him back, and she placed him on mute three times on three separate occasions. He believes the store representative came back on the line and pretended to be the manager, ending the conversation for a fourth time. ************ is requesting assistance to resolve this issue.
  
  On June 4, 2024, ************ sent an e-mail confirming that he visited the Cricket Wireless authorized retail store and after installing a new eSIM, the text messages issue was resolved. He is now able to receive text messages.
  
  We contacted ************ on June 5, 2024,to follow up his complaint. We want to assure ************ that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service. We shared with him that we have escalated his experience to our executive leadership team that works directly with this store location. We assured him they would investigate further and address his concerns with the store manager and representative.
  
  We thank ************ for his communication and trust this resolution addressed his concerns.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********
  

  Customer Answer

  Date: 06/21/2024

   
  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. The only issue remaining is that the alarm function doesn't function properly on my ******* A54 as it has never woken up the phone when it's off. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/01/2024

  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 purchased my iPhone 12 at cricket wireless in March 2024. My cell phone is hacked, and I wanted to share how they have hacked into it. They have a hidden **** Wi-Fi pass point that you can only see if you hit the edit button. My Apple is completely shut off and I only have call, text, camera and photo apps up. Bluetooth and Wi-Fi are off. I never signed an **** contract. Yes, cricket uses their towers but in no way did I authorize cricket to install an **** Wi-Fi pass point to be installed on my cell phone. I lined up my salesman that have cricket and none of them have this installed. Also. when I make a call in an empty parking lot with no Wi-Fi around. My **** meter that I purchased goes off. When my salesman make calls and texts thier phone does not signal the **** meter. Every phone call and every text. When I purchased my phone the district manager ***************** at Cricket Wireless Authorized dealer in Margate Fl assisted. He did receive a call from a lady named ***** or ***** pronounced in Spanish. I am half Cuban but look American understanding some Spanish. I had told him of my hacking issues, and he understood. When *****/***** called his cell phone, he told her no that law enforcement was involved and started walking to the back. I spoke to him yesterday and let him know I know he received a call from a lady asking for my information. I know he knows who called him but does not want to get involved. ***************** told me I have to go to Apple. This is going to be a waste of my time since the issue is with Crickett and ****. I filed a complaint against **** wireless internet and cell service so hopefully the Office of the President will get involved. It's absolutely disgusting that I live in ******* and these large companies are allowing this type of breach to happen. I need someone to step up fic the problem and find out who is doing this.

  Business Response

  Date: 06/20/2024

  June 20, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21789667
  Re: *******************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************. In her complaint, she states that she purchased an iPhone 12 at Cricket Wireless in March 2024 and believes that her cell phone has been hacked. She explains that there is a hidden AT&T Wi-Fi Passpoint on her phone, which she did not authorize or sign a contract for.Additionally, she mentions that her Apple is completely shut off, and she only has access to call, text, camera, and photo apps. She also notes that when she makes calls in an empty parking lot with no Wi-Fi around, her Wi-Fi meter goes off, while her salesman's phone does not signal the Wi-Fi meter. She recalls speaking to the district manager, *****************, who received a call from a lady named ***** or ***** and believes that he knows who called him but does not want to get involved. She expresses her frustration with the situation and hopes that someone will step up to fix the problem and find out who is responsible.
  
  We attempted to contact ************ on June 6, 11, and 14, 2024, but we were unsuccessful. To investigate Ms. ***** concerns, we require communication with her. Should ************ still need assistance, she is encouraged to contact ******, Office of the President ******** at ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/30/2024

  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 purchased a three month unlimited plan on cricket Wireless through there bring your own phone plans online and purchased an eSIM as well. The total came to $85.68. Which I have email confirmation and can show where the money came off of my debit card, The phone Plan Not working at all I cant call text or use the Internet it gave me a telephone number, but the number does not work for anything at all. *** called cricket wireless several times every course of the last three days when I would talk to them on the phone, they would direct me to go to the store the franchise, they would direct me to call back because they couldnt help me at the store so after several days of this, I finally was able to speak to a manager named ***** on the telephone told me that they dont do refunds. I told him that either one of my phone work, which Id be fine with the phone or my money back, he proceeded to go through the process of trying to text me some kind of verification to a phone number that does not work at all or nothing and then told me there was no refund and he said that he couldnt verify my account because I couldnt give him the four digit code that he was texting to a number that Ive told him and four or five other employees over the last couple days that doesnt that it does not work I would still be OK with getting the three month service in the east that I paid for but if thats not gonna be possible I want my money back because it was $85.68 my order number was **************** I bought it 5/28/2024 I have confirmation emails in where it came off my debit card. I attached two images, but I dont know if theyre uploading to. Thats why I added the order number.

  Business Response

  Date: 06/17/2024

  June 16, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 21781981
  Re: *********************************
  
  
  Dear Sir/Madam,  
  
  This ************** is in response to a complaint filed by *********************************. In his complaint, he states that he purchased a three-month unlimited plan with Cricket Wireless through the Bring Your Own phone plans online and purchased an eSIM. However, the phone plan is not working at all. He is unable to make calls, send texts, or use the internet. He has contacted Cricket Wireless multiple times over the past three days and has been directed to go to the store or call back. He has not received a resolution. He spoke to a manager named ***** who informed him that Cricket Wireless does not offer refunds. ***** is requesting either a working phone or a refund of the $85.68 he paid for the plan. He has provided his order number and confirmation emails as proof of purchase.
  We contacted ************************** on June 5, 2024,to discuss his complaint. After reviewing his account, we found that he had already requested a refund from his banking institution, and his wireless account was suspended. However, the payment was returned to Cricket Wireless on June 7, 2024. ************************** stated that he does not wish to continue his services with Cricket Wireless, and would rather receive a refund.
  
  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 ************************** and initiated a refund. He should receive his refund within 5-15 business days at the mailing address he provided.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,********

• Initial Complaint

  Date:05/30/2024

  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.

  Cricket has an advertised plan that it will not let me purchase unless I buy a new phone and line in addition to changing my present phone number. This is an undue burden for me. I am a senior of 72 and the new plan would allow me to call my brother in an emergency. My present plan with Cricket does not allow me to do so.I should be able to buy the new plan without the hassle the store manager is unfairly giving me.

  Business Response

  Date: 06/24/2024

  June 23, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21781720
  Re: ***************************
  
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***************************. In his complaint, **************** states that Cricket Wireless has an advertised plan that he is unable to purchase unless he acquires a new device and line, which will cause him to lose his current wireless number. He further mentions that this plan would allow him to call his brother in an emergency. He feels that he should be able to purchase the new plan without the hassle he is experiencing. **************** is requesting a resolution to this matter.
  
  We contacted **************** on June 4,2024, to discuss his complaint. He informed us that he is trying to call to ****** and has seen an advertisement online of a $5 international calling feature that he has not been able to activate it. Upon reviewing his account, we found that his current rate plan does not include calls to ******, and we provided him with the option to upgrade to the $55/month or $60/month unlimited plans that include international calls to ****** and ******. **************** explained that he cannot afford to upgrade his current plan at this time. Additionally,we informed him that there is a current promotion for new accounts and ********************** number activations for $40/month that includes the international calling feature to Mexico and this promotion is available for him if he desires. We explained that it will require the activation of new wireless number to be eligible. He mentioned that he would like to evaluate the options and confirmed he will call us back to share his decision.
  
  On June 10, 2024, he informed us via email that he will not be able to make rate plan changes on his account due to budget restrictions. We offered him a free month of service under an unlimited plan that will allow him to call ****** as a one-time exception, but we did not receive a response.
  
  We attempted to contact **************** on multiple occasions after the June 10 email exchange, but were unsuccessful. Should **************** still require assistance, he may contact *****, Cricket Wireless Office of the President ******** at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:05/30/2024

  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.

  As of 2024 Cricket Wireless Is telling Consumers with ******** Smart Phone I have a ************* 2023 Model and the Wifi Calling feature was turned off ,the understanding is Cricket says ******** disabled this feature on and for 2024 models ******** claims Cricket is one of the Carriers that are not supported by ******** and therefore do not have the feature ******** said if I wanted the Wifi Calling Feature I should change Carrier's We went to Cricket Sales in *******,** And the Store is full of ******** phones and I was told if I wanted Wifi Calling I Had To Buy a 2024 Model phone , I upgraded my Phone in Nov 2023 and now I drop calls repeatedly I am Disabled and this is a product I can't afford every year and this is a scam on consumers ************ if there is resolution can I be notified Cricket Wireless is the ************ in this very rural area And while I'm at home my cell phone says emergency only and I get a run around from Provider and product

  Business Response

  Date: 06/18/2024

  June 18, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21781186
  Re: *********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************. In his complaint, **************** expresses his frustration with Cricket Wireless and ******** regarding the Wi-Fi Calling feature on his ************* 2023 Model. He states that Cricket Wireless claims ******** disabled this feature on all the 2024. ******** claims that Cricket Wireless is one of the carriers that are not supported by ********; therefore,they do not have the features. **************** visited an authorized retail store in *******, *******, where he was informed that he would need to purchase a 2024 model device to have access to Wi-Fi Calling. Since upgrading his device in November 2023, he has been experiencing dropped calls and is unable to purchase a new phone every year. **************** is requesting assistance to resolve this issue.
  
  We contacted **************** on May 31,2024, to discuss his complaint. After reviewing his account, we followed troubleshooting steps to resolve his issue, but he was not at home and did not have Wi-Fi connection nearby. We scheduled a follow up call with him.
  
  On June 5, 2024, we contacted ***************, he stated that Wi-Fi calling was still not working. We advised him that we would further investigate the issue with the Wi-Fi calling and we submitted a technical case with our advance tech support department to resolve his issue and we scheduled another follow up call with ****************.
  
  On June 11, 2024, we contacted ***************, he confirmed that his Wi-Fi calling feature is now enabled. He shared that his services are working as expected and did not need any additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:05/30/2024

  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 have a ******** stylus G5 phone 2023 that I purchase with understanding that I would have Wi-Fi calling and texting. *************) I did have WiFi calling untill recently. This service has been turned off and when I contacted Cricket they're blaming ******** and ******** is blaming cricket. I live where the cell service is extremely spotty at best, and I rely on the Wi-Fi calling capabilities heavily. My phone has become USELESS, Now my phone will not allow calls to come in, most calls drop and when I tried to revert to text, half of the time that will not work. I now continuously get messages of no cellular service available and / or waiting for connection. I have been a faithful customer to ******************** for years now, went to the trouble of upgrading my phone and cannot afford to go out and purchase another one. I would like either the service to be turned on for a comparable phone to replace this one that has Wi-Fi calling capabilities. I purchased his phone approximately 6 months ago.

  Business Response

  Date: 06/14/2024

  June 14, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21781032
  Re: ***********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In her complaint, ************** states she purchased a ******** Stylus 5G in 2023. She mentioned the reason to purchase the devices was because she would have access to Wi-Fi calling and texting. She had Wi-Fi calling until recently. The feature has been turned off. She contacted Cricket Wireless customer care and was advised that it was an issue with ********. She states that due to the spotty cell services where she lives,she relies on the feature. Furthermore, she is requesting the services to be turned on or to have a replacement device with Wi-Fi calling capability.
  
  We contacted ************** on May 31, 2024, to discuss her complaint. After reviewing her account, we followed troubleshooting steps to resolve her issue, but we were unsuccessful. We advised her that we would further investigate the issue with the Wi-Fi calling and we escalated a technical case with our IT support team to resolve her issue and we scheduled a call-back.
  
  On June 12, 2024, we contacted her and confirmed that her Wi-Fi calling feature is now available. ************** confirmed that her service is working as expected, and she confirmed she did not require any additional assistance from Cricket Wireless.
  
  We thank ************** for her communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:05/29/2024

  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 want to unlock my phone that I paid for in full and used since May 2023. Im no longer with cricket . Cricket **************** keeps telling me I need active phone service with cricket to get help or can contact higher support. Just want iPhone unlocked I used passed 6 months when with cricket. imei *************** iPhone 14 Pro ***

  Business Response

  Date: 06/11/2024

  June 12, 2024
  
  Better Business Bureau
  Online Complaint 
  
  No: 21776233
  Re: *****************************
  
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *****************************. In his complaint, ******************** states he has used his device since May 2023 and has paid for it in full. He mentions he is not a current Cricket Wireless customer. He has contacted ********************** customer care to have his device unlocked. He was advised that he needs active wireless service with Cricket Wireless, or he can contact higher support for further assistance. ******************** would like to get his device unlocked as he has used it for more than six months.
  
  We contacted ******************** on June 6, 2024, to discuss his complaint. After reviewing his account, we found that his device meets the requirements of the Cricket Wireless unlock policy. Upon submitting an unlock request, we confirmed to ******************** that we had successfully unlocked his device. After restarting his device, he confirmed it was unlocked from the Cricket Wireless network.
  
  We thank ******************** for his communication.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President 
  ***************************************** NE
  *******, ********
  
  

• Initial Complaint

  Date:05/28/2024

  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.

  WE SWITCHED CELLULAR PROVIDERS FROM ******* TO CRICKET AND PURCHASED THE UNLIMITED 5 G PACKAGE WITH UNLIMITED HOT SPOT AND STREAMING; WE CANNOT GET ANY OF THOSE SERVICES AND OUR PHONES ARE PAPERWEIGHTS. I'VE BEEN TO THE STORE FIVE TIMES SINCE 5/20, CALLED TECH SUPPORT FOUR TIMES AND ASKED FOR A REFUND. IT IS THE WORST CUSTOMER SERVICE EVER AND TRUTH IN ADVERTISING MATTERS.

  Business Response

  Date: 06/11/2024

  June 11, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 21756749
  Re: *************************?? 
  
  
  Dear Sir/Madam,?? 
  
  This ************** is in response to a complaint filed by *************************. In his complaint, **************** states that he switched from ******* to Cricket Wireless and purchased the unlimited 5G rate plan with unlimited Mobile Hotspot and streaming service. He reports that he has not been able to use any of those services. **************** visited the Cricket Wireless authorized retail store and called technical support to request a refund with no success. He is seeking a resolution to his issue.
  
  We contacted **************** on May 31, 2024, to discuss his complaint. After reviewing his account, we confirmed that he is under the 60UNLMORE rate plan which includes 15Gig of Mobile Hotspot and **** We explained to **************** that Cricket Wireless does not provide unlimited Mobile Hotspot; we offer the Mobile Hotspot feature for $10. Additionally, we offered to help with the setup of the streaming service, **** however, he declined our assistance. **************** stated that he does not wish to continue with the wireless service since he was told that the rate plan included unlimited Mobile Hotspot. He requested a refund.
  
  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 **************** and we informed him that we initiated a refund process, and he should receive his refund within 5-15 business days at the mailing address he provided.
  
  We thank **************** for his communication.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******,** 30319
  

• Initial Complaint

  Date:05/27/2024

  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.

  Cricket Wireless adjusted the amount of the approve refund amount by $34.94. , only paying Affirm $526.49. I received a confirmation email stating my return was approved for the full amount.Cricket is responsible for paying the full balance according to confirmation email. I want the loan to be paid off for the full amount of refund $551.49.

  Business Response

  Date: 06/10/2024

  June 11, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 21763816
  Re: *******************
  
  
  Dear Sir/Madam,  
  
  This ************** is in response to a complaint filed by *******************. In her complaint, ************** states that Cricket Wireless adjusted the amount of the approved refund to $34.94 only paying Affirm $526.49. She adds that she received a confirmation email from Cricket Wireless stating that her return was approved for the full amount. ************** further states that Cricket Wireless is responsible for the full balance. She is requesting a full refund of $551.49.
  
  We attempted to contact ************** on May 28, 31,and June 3, 2024, but we were unsuccessful. To investigate Ms. ****** concerns, we need to be able to communicate with her. Should ************** still require assistance, she may contact ********, Cricket Wireless Office of the President ******** at **************. 
  
  
  Regards,
  
  Cricket Wireless
  Office of the President  
  ***************************************** NE 
  *******,** 30319