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

1,346 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:05/26/2024
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 May 24, 2024 I orignally purchased a ******** Razr 2023 from the Authorized Cricket Dealer in *********, **. (I also ported my number at that time to receive a promo) They stated I had a 7 day return window. After I left the business and returned home, I noticed the phone was extremely slow and "lagging" while doing basic tasks. I called the store and I asked could I return the Motororla Razr 2023 and get the Iphone 11 (for the same promo deal) the lady on the phone stated yes. I went back in to the store and when she "attempted" to process a return / exchange the system said $99 more dollars was needed to get the Iphone deal. She called what she claimed was her district manager, and claimed the "promo" was used up the 1st time and I could not get the iphone 11 at the discounted rate. I then had to accept a extremely lower quality ******* A14 for free (which still resulted in a $ 9.60 cent charge) and the remainder of the money would be refunded to my card. ( Which has yet to happen) The employee effectively caused my number to get "slammed" by lying to me. A short side note: the employee also kept my receipt from the 1st trans action. I will be more than happy to return the current device I have. I want all money including service fees returned.
Business Response
Date: 06/14/2024
June 13, 2024

Better Business Bureau
Online Complaint

No: 21763306
Re: *********************

Dear ********** ************ correspondence is in response to a complaint filed by *********************. In his complaint, ************** states that on May 24, 2024, he purchased a ******** Razr 2023 from a Cricket Wireless authorized retail store. He ported his existing phone number from another carrier to Cricket Wireless to qualify for the switcher promotion. He was informed that he had 7 days to return his device. After returning home, he noticed that the device was running extremely slow and lagging while performing basic tasks. He called the authorized retailer store to inquire about returning the device and exchanging it for an iPhone 11 under the same promotion. The representative he spoke with confirmed that an exchange was possible. Upon returning to the store and while processing the return/exchange of his device,the system required an additional payment of $99.00 under the same promotion.He was informed that because the promotion had been applied to the first purchase, he could not get the iPhone 11 at a discounted price. Consequently,he accepted a ******* Galaxy A14, which would be for free, although he mentions he still paid an extra $9.60 and the remainder of the payment he initially made for the ******** Razr would be refunded. He has yet to receive this refund. ************* is requesting a total refund of the device he first purchased, including service fees.

We contacted ************** on June 3,2024, to discuss his complaint. After reviewing his account, he informed us that he was only refunded a partial amount of the full payment he made when he purchased the ******** Razr 2023. We shared with ************** that we have issued a check refund for the remainder of the payment he made for his device including the service payment and fees he paid during the activation process due to the inconvenience he experienced. We advised him via email to wait 7-14 business days to receive the refund check at his mailing address.

We trust this resolution addressed all **************** concerns.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 06/14/2024

Better Business Bureau:

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

Sincerely,

*********************
Initial Complaint
Date:05/26/2024
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.
I paid my cell phone bill may 17th 2024 and April 13 ************************************************ to pay another 70$ to turn my phone back on they are stealing money and thinking I'm supposed to keep paying them I want my money back and I want 6 months free service
Business Response
Date: 06/11/2024
June 11, 2024

Better Business Bureau
Online Complaint

No: 21763291
Re: *******************************

Dear ********** ************ correspondence is in response to a complaint filed by *******************************. In her complaint, ************** states that she paid her bill on May 17, 2024, and April 13, 2024. She reports that despite the payments she made, her services were suspended. She adds she was informed she would need to pay another $70 to reactivate her account. She is requesting a refund and six months of free service.

We contacted ************** on June 5, 2024, to discuss her complaint. Upon reviewing her account, we found that on May 25, 2024, a partial payment reversal was submitted to her account from her financial institution for the sum of $35. The partial payment reversed generated an outstanding pending balance of $70.40 on her Cricket Wireless account, suspending her service. We confirmed she had processed a payment for $70.40 on May 30, 2024, to restore her service. The payment reversal of $35 was then recovered and applied to her Cricket Wireless account on May 31, 2024,generating a positive balance on her account.

We explained to ************** that the Cricket Wireless Terms and Conditions of Services state that amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Full Terms and Conditions can be found at: ******************************************.

We shared with ************** that even though payments are non-refundable, we made an exception for her and issued a refund to her original form of payment for the amount paid on May 30,2024, equivalent to $70.40. We advised her the process takes 3 to 5 days for the refund to be completed. She confirmed she was satisfied with the resolution provided to her and had no other questions for Cricket Wireless.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 06/11/2024

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:05/25/2024
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 PURCHASED 2 ******** 5G PHONES 02/18/2024 SUN COM MOBILE 257 Purchase AIKEN SC $185.04 02/18/2024 SUN COM MOBILE 257 Purchase AIKEN SC $190.44 WE DID NOT GET THE PHONES WE PICKED OUT We Asked for & Wanted Moto 5G 128 bit SEVERAL TIMES we even asked the guy when he brought the boxes up ********** TOLD US YES THEY ARE 128 my Husband said "ARE YOU SURE" THE GUY SAID "YES SIR" BUT WE GOT 64 BIT memory Now WE'RE IN THE SAME FIX WITH OUR APPS NOT LOADING BC WE DON'T HAVE ENOUGH MEMORY We told him we run a small ************* have to have stuff that works I have called Cricket & got the run around I even got one of your idiot Employees WANTING TO DELETE PROTECTION OFF OUR ACCOUNT WHEN I NEVER CALLED TO GET A DAG GUM THING DELETED.NOTHING BETTER NOT GET REMOVED FROM OUR ACCOUNT EITHER.YES I ALMOST CURSED HER SLAP OUT IF YOU CANT HIRE PEOPLE WHO CAN UNDERSTAND & SPEAK ENGLISH DON'T EMPLOYEE THEM TO HANDLE AMERICAN SERVICE / PRODUCTS.Now WE WANT THE PHONES WE ASKED FOR or either a REFUND & WE'LL GO SOMEWHERE ELSE FOR SERVICE
Business Response
Date: 06/08/2024
June 8, 2024

Better Business Bureau
Online Complaint

No: 21760784
Re: *************************

Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, ****************** states that on February 18, 2024, she went into a Cricket Wireless store to purchase two new devices. She wanted to purchase the devices with 128 GB of storage. The store representative assisting her, assured her multiple times that the devices had the storage she was looking for. She later discovered that the devices only had 64 GB of storage, and this caused an inconvenience for her as she operates a small business. Additionally, she states one of the employees advised her to delete the protection on her account when she never asked for it. ****************** is requesting to have the devices she initially requested or a refund.

We contacted ****************** on May 28, 2024, to discuss her complaint. After reviewing the account, we confirmed that the two active devices on her account only include 64 GB of storage. We agreed to exchange her devices and provide her with the same make/model that includes 128 GB of storage. We shipped the new devices to her mailing address.Additionally, we explained we would process the activation once she receives the new devices. We scheduled a callback to complete the activation. On May 30,2024, we contacted her to complete the activation process and verified the services worked as expected. ****************** confirmed she did not require any additional assistance from Cricket Wireless.

We want to assure ****************** that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service. We confirmed to ****************** we have escalated her experience to our store leadership for this store location and assured her leadership will investigate further with the store manager and representatives.

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

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:05/23/2024
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 called to request a copy of my call log for the past 2 months and they told me I have to have a subpoena to get my records. I never agreed to those terms and they are my records. My payment is 130 a month
Business Response
Date: 06/03/2024
June 3, 2024

Better Business Bureau
Online Complaint

No: 21753457
Re: ******** *****

Dear ********** ************ correspondence is in response to a complaint filed by ******** *****. In her complaint, Ms. ***** states she contacted Cricket Wireless customer care to request a copy of her call records for the past two months. She adds she was told she would need a subpoena to receive them. She never agreed to these terms and the records are hers. In addition, she states her payment is $30/month. Ms. ***** is requesting assistance to resolve this issue.

Cricket Wireless does not provide access to detailed usage records due to privacy and security concerns.

Cricket Wireless customers can view their call history stored on their device. Some records can also be obtained by contacting the AT&T ************************** (****). These records may require a court order and/or subpoena. Customers can reach the **** via the contact information below.

Fax: ************
Email: ************
Mail: AT&T ************************** (****) *********************************************
Phone: ************

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 06/03/2024

Complaint: 21753457

I am rejecting this response because:

Sincerely,

******** Story
Business Response
Date: 06/08/2024
June 8, 2024

Better Business Bureau
Online Complaint

No: 21753457
Re: ******** *****

Dear ********** ************ correspondence is in response to a rebuttal filed by ******** *****. In her rebuttal Ms. ***** does not include details regarding the rejection of our response to her original complaint. In her original complaint, Ms. ***** states she contacted Cricket Wireless customer care to request a copy of her call records for the past two months. She adds she was told she would need a subpoena to receive them. She never agreed to these terms and the records are hers. In addition, she states her payment is $30/month. Ms. ***** is requesting assistance to resolve this issue.

On May 28, 2024, we informed Ms. ***** that Cricket Wireless does not provide access to detailed usage records due to privacy and security concerns.

Cricket Wireless customers can view their call history stored on their devices. Some records can also be obtained by contacting the AT&T ************************** (****). These records may require a court order and/or subpoena. Customers can reach the **** via the contact information below.

Fax: ************
Email: ************
Mail: AT&T ************************** (****) **************************************************
Phone: ************

We attempted to contact Ms. ***** on June 3, 4, and 5, 2024,to discuss her rebuttal, but we were unsuccessful. To investigate Ms. *****'s concerns, we require communication with her. Should she still require assistance, we encourage her to contact *******, Cricket Wireless Office of the President ******** at ************.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 06/08/2024

Complaint: 21753457

I am rejecting this response because:
they continue to call me to tell me I have to pay for an attorney to get a subpoena and that they do not provide call logs.
They should provide my call log without a subpoena.

Sincerely,

******** Story
Initial Complaint
Date:05/23/2024
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 had two lines and someone that stole my phone access the line through someone that works at one of the locations . Remove me from the line and change it to a new user and when I call Criket wont help me because I dont have the information. What part of fraud and someone stealing my information they dont understand. I the owner of the phone have no access to disconnected the line but who stole my phone it was easy to for them to make the changes and Criket will not be responsible I want a full refund of the cost of the iPhone 14 and the representative who did this to be fire. The phone that I am complaining about is **********. Every time I ask for a manager they dont want to get in the phone and lie that have taken care of the issue but when I call the line its being use .
Business Response
Date: 06/14/2024
June 16, 2024

Better Business Bureau
Online Complaint

No: 21748380
Re: *************************************

Dear ********** ************ correspondence is in response to a complaint filed by *************************************. In her complaint, ************************** claims that she had two wireless numbers. She reports that her device was stolen and that someone accessed her account, at an authorized retail store, removed one of her numbers, and transferred it to a new wireless account. When she contacted Cricket Wireless customer care for assistance, they were unable to help her due to the lack of the security PIN required to authenticate the new account. She asserts that she is the rightful owner of the number and is unable to disconnect it,while the individual who stole her device was able to make changes with ease.************************** contends that Cricket Wireless has not taken responsibility for the situation. She is seeking assistance to resolve this issue and is requesting a refund.

We contacted ************************** on June 6,2024, to discuss her complaint. After thoroughly reviewing her account, we discovered that she has had a multiline account since September 20, 2023. The individual followed the right authentication process to move the number from her wireless account to a new account. Our investigation additionally confirmed that no unauthorized account access was detected during this process. More information about Cricket Wireless account and account access can be found at: ******************************************.

Although the proper procedure was followed to switch her number to another account, we worked with **************************,and we successfully recovered her wireless number from the other wireless account on June 4, 2024. We shipped her a new SIM card and assisted with the activation.We provided her with additional security tips on how to keep her wireless account information secure.

************************** confirmed her wireless number was working as expected and did not need any additional assistance from us.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Initial Complaint
Date:05/21/2024
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 5/21/24 I contacted Cricket Wireless after several days of trying to get my service working properly. We reset the network, replaced a SIM card with an eSIM and now my phone, which has never had issues, is now giving me a daily reminder to set up the cellular network (which is already done), plus I cannot reset the network system from my side anymore. I have had several cricket network issues over time, but never an issue with the phone. Now I want Cricket to replace my phones. They pointed me to their online formal legal request and reimbursement site, but that site errors out everytime after a week of trying several times. Their customer service keeps hanging up on me when I am not using any abuse language, they just can't help me and refuse to escalate my concerns.
Business Response
Date: 06/14/2024
June 15, 2024

Better Business Bureau
Online Complaint

No: 21740374
Re: *******************************

Dear ********** ************ correspondence is in response to a complaint filed by *******************************. In his complaint, ********************** reports that he contacted Cricket Wireless on May 21, 2024, after experiencing service issues for several days. Despite the attempts to resolve the problem, including resetting the network and replacing the *** card with an e***, ************************** phone continues to display a daily reminder to set up the cellular network,even though it has already been done. Additionally, he is unable to reset the network system from his side anymore. ********************** has also encountered difficulties with the Cricket Wireless online formal legal request and reimbursement site, which consistently errors out. Furthermore, he has had unsatisfactory experiences with customer service, as they have repeatedly hung up on him and refused to escalate his concerns. ********************** requests his network issues be resolved.

We contacted ********************** on May 25,2024, to discuss his complaint. We explained to ********************** that the results of our initial investigation indicated that there were no network issues at his location, but his *** cards needed to be upgraded to improve the quality of his service. On June 6, 2024, we provided ********************** with new *** cards and updated them on his account. After testing the new *** cards, he confirmed that the quality of service on his wireless number improved. However, he was still experiencing degraded services while being at his house.

We explained to ********************** about our coverage Terms and Conditions of Service that state: 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.

We processed a credit on Mr.********** account to compensate him with one month of free service for the inconvenience he experienced. Lastly, ********************** requested a replacement for his devices at no cost. We explained that his devices are not eligible for a warranty claim, but we confirmed he is eligible to upgrade his devices. We offered him a discount as a credit to his account for him to upgrade both of his devices, ********************** declined our offer.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 06/14/2024

Complaint: 21740374

I am rejecting this response because: although Cricket Wireless checked their systems and SIM cards, they did nothing to address the fact that installing their eSIM software has caused a permanent service disruption. While I understand that services may not always be perfect, the current situation is unacceptableCricket agents calling me only have a 30% chance of my phone ringing or the call going through. Missing 2-3% of calls would be inconvenient but acceptable; however, a 30% failure rate constitutes false advertising and misrepresentation of their services.
After troubleshooting everything, the final step was to determine if the phone itself had issues due to the eSIM card installation. Cricket Wireless was unwilling to conduct this test unless I spent over $700. Their offer of a month of free service and a minor discount on phones (still requiring over $600 with the discount) is not what I asked for. Since installing the eSIM card, my service has been problematic, and the only variable is the phone, which Cricket refuses to address.

My phone was in great working order before the eSIM card installation and has no physical damage, yet major issues persist. After 10 years with Cricket and being misled on minor issues in the past, their refusal to address the possibility that the eSIM card is causing problems means I will be leaving Cricket unless this is resolved immediately.
One final salt in the wound is that when I try to contact their legal department through their online form, it doesn't work on any browser. So I am stuck with printing out forms and mailing. Talk about poor service and what appears to be an intentionally difficult process to contact their legal team to get resolution.

Sincerely,

*******************************
Business Response
Date: 06/20/2024
June 21, 2024

Better Business Bureau
Online Complaint

No: 21740374
Re: *******************************

Dear ********** ************ correspondence is in response to a rebuttal filed by *******************************. In his rebuttal, ********************** expresses dissatisfaction with the service provided by Cricket Wireless after installing their eSIM software. Despite Cricket Wireless checking their systems and SIM cards, no action was taken to address the permanent service disruption caused by the eSIM installation. ********************** highlights that his phone now has a 30%failure rate for incoming calls, which he considers to be false advertising and misrepresentation of their services. He further mentions that Cricket Wireless refused to conduct a test to determine if the phone itself had issues due to the eSIM card installation, unless he spent over $700. The offer of a month of free service and a minor discount on phones did not meet his expectations. ********************* emphasizes that his phone was in good working order before the eSIM card installation and has no physical damage. ********************** states that unless this issue is resolved immediately, he will be leaving Cricket Wireless.Additionally, he mentions difficulties in contacting their legal department through their online form, which seems to be intentionally difficult to access.

We contacted ********************** on June 20,2024, to discuss his rebuttal. We explained to ********************** that the results of the investigation indicated that there were no network issues identified at this home address. However, indoor services cannot be guaranteed. Although we did not find network issues, we offered him a credit that would cover half of the price of the devices he is requesting to replace. ********************** declined our offer.

We respectfully request that this complaint is closed, as we are unable to further assist **********************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 06/20/2024

Complaint: 21740374

I am rejecting this response because: Before upgrading to an eSIM card as recommended by Cricket Wireless, my service was acceptable with expected network limitations. However, since installing the eSIM cards in both my phone and my wife's phone, we consistently miss incoming calls. My current success rate for receiving calls is only about 30%, which is far below acceptable standards. How can a phone service be considered functional if it only allows incoming calls 30% of the time? If I had not upgraded, I would have maintained regular service. Cricket Wireless is refusing to replace the devices they have rendered nearly useless since they recommended an upgrade to their eSIM card. Although they offered a discount, I am still facing a significant financial loss for following their instructions, which ruined my devices. ********************** needs to do what is right and replace the devices they have rendered useless. As a result of their failure to resolve the issue, I am now filing a formal legal complaint. I am also seeking financial compensation and an upgrade to my phone, as they have failed to provide the agreed-upon service. No judge would find a 30% success rate for incoming calls acceptable or implied in my contract with Cricket Wireless. They can either accept responsibility for their failed service as a result of their recommendation or I will be looking elsewhere for service.
Sincerely,

*******************************
Customer Answer
Date: 06/28/2024

Complaint: 21740374

I am rejecting this response because: Since May 5 and the install of an eSIM card to my phone and my wifes phone, the service and functionality of the phones and service has been radically crippled. We have spent over 20 hours of time checking and testing and making sure their network is working. Re even replaced the eSIM card with a physical SIM card. Nothing has helped. Just yesterday I missed 3 calls that never came through or even registered as missed calls. My phone has lost functionality to reset and backup as well, which was never an issue before i was directed by Cricket Wireless to get an eSIM card. I am looking to have Cricket replace the 2 devices that THEY rendered useless as a result of them installing eSIM cards.

Sincerely,

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

Better Business Bureau
Online Complaint

No: 21740374
Re: *******************************

Dear ********** ************ correspondence is in response to a rebuttal filed by *******************************. In his rebuttal, ********************** states that since May 5, 2024, after installing an eSIM for his and his wife's phones,the service and functionality of the devices have been severely affected.Despite spending over 20 hours troubleshooting and testing, including replacing the eSIM with a physical SIM card, the issues persist. Just yesterday, he missed three calls that never came through or registered as missed calls.Additionally, his phone has lost the ability to reset and backup, which was not an issue before the eSIM installation. ********************** is seeking to have Cricket Wireless replace the two devices that have become unusable due the eSIM installation.

We contacted ********************** on June 20,2024, to discuss his rebuttal. We explained to ********************** that the results of the investigation indicated that there were no network issues identified at this home address. However, indoor services cannot be guaranteed. Although we did not find network issues, we offered him a credit that would cover half of the price of the devices he is requesting to replace. ********************** declined our offer.

We respectfully request that this complaint is closed, as we are unable to further assist **********************.

Regards,

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

Complaint: 21740374

I am rejecting this response because: they are only covering half the cost of a phone when they have ruined the whole phone. Additionally, the phone they are replacing has only half the memory of my current phone, so would be unusable for my current needs.
im requesting that Cricket replace both phones that have been majorly impacted with the same level of memory and functionality.

Sincerely,

*******************************
Business Response
Date: 07/11/2024
July 3, 2024

Better Business Bureau
Online Complaint

No: 21740374
Re: *******************************

Dear ********** ************ correspondence is in response to a rebuttal filed by *******************************. In his rebuttal, ********************** states that since May 5, 2024, after installing an eSIM for his and his wife's phones,the service and functionality of the devices have been severely affected.Despite spending over 20 hours troubleshooting and testing, including replacing the eSIM with a physical SIM card, the issues persist. Just yesterday, he missed three calls that never came through or registered as missed calls.Additionally, his phone has lost the ability to reset and backup, which was not an issue before the eSIM installation. ********************** is seeking to have Cricket Wireless replace the two devices that have become unusable due the eSIM installation.

We contacted ********************** on June 20,2024, to discuss his rebuttal. We explained to ********************** that the results of the investigation indicated that there were no network issues identified at this home address. However, indoor services cannot be guaranteed. Although we did not find network issues, we offered him a credit that would cover half of the price of the devices he is requesting to replace. ********************** declined our offer.

We respectfully request that this complaint is closed, as we are unable to further assist **********************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 07/11/2024

Complaint: 21740374

I am rejecting this response because: They wouldn't replace the phones that their recommendations rendered my phones more than 50% unusable. Then they offered only a 50% replacement of a phone that doesn't have the same memory capacity that my current phones have. They need to own up to ruining my devices and just replace them. They keep giving me a free month of service, but I don't want a free month of service that is not working. I'm happy to pay for my service...just replace what you ruined. I have filed a formal complaint with their legal department and still havent' heard anything. I'm not asking for anything more than for them to make it right.

Sincerely,

*******************************
Initial Complaint
Date:05/20/2024
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.
Employee "****" refused to sell me a cell phone despite being a loyal customer for close to 7 years. I have purchased 5 phones from Cricket. 4 of these phones were purchased from the Broadway location over the past 6 years. "****" (he wasn't wearing a name tag) but another employee of Cricket told me his name and also told me and I quote " **** is an a****** who is rude to customers". I was also told that **** has a storied history with this kind of behavior and had been in the past demoted for similar reasons.**** tried to claim I was not who I said I was despite showing him multiple forms of US and State of OK issued ID's. Enough ID was presented that any US Embassy/ Consulate would allow me entry. Further showing that **** has a serious attitude problem. I believe ****'s hostile behavior may be linked to political and or religious intolerance. Making this incident even more disturbing and confusing.The manager of this store or District Manager needs to contact me to avoid this issue becoming larger than it is or should be. Failure to address this issue by Cricket could have legal consequences.
Business Response
Date: 06/03/2024
June 3, 2024

Better Business Bureau
Online Complaint

No: 21738057
Re: ***********************

Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In his complaint, ****************** states he visited a Cricket Wireless store to purchase a new device. He stated the representative ****, refused to sell him any device. Furthermore, he states that he presented a valid form of ID to identify himself; however, **** still refused to allow him to purchase a device. ****************** requests to be contacted about this matter.

We contacted ****************** on May 23, 2024, to discuss his complaint. He informed us that he went to a different Cricket Wireless store to purchase a new device. We apologized for the experience he had at this store and provided a one-time courtesy credit on his account.

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 for this store location and assured him they will investigate further with the store manager and representatives.

We thank ****************** for his communication.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********

Initial Complaint

Date:05/17/2024

Type:Service or Repair Issues

Status:

Answered

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 over 3 months I have been paying for service from cricket wireless and my service keeps dropping for over 3 months they just telling me lies in over 3 months I have gotten no resolution I have done everything I have been asked to do

Business Response

Date: 06/11/2024

June 11, 2024

Better Business Bureau
Online Complaint

No: 21728072
Re: ***********************

Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In her complaint, **************** reports that she has been paying for service with Cricket Wireless for over three months, during which her calls frequently drop. Despite following all the recommended steps,she has yet to find a resolution to her issue. **************** is seeking both assistance in resolving this matter and compensation for the inconvenience.

We contacted **************** on May 22,2024, to discuss her complaint. After reviewing her account and performing an initial network investigation, we discovered that she recently upgraded her wireless device, her SIM card was updated, and she was provided with troubleshooting steps to reset her Cricket Wireless network. We informed her we would open a ticket with our technical support team to further investigate her concern and scheduled a follow-up call.

We attempted to contact **************** on June 4, 6, and 7, 2024, via phone and email, but were unsuccessful. We informed **************** via e-mail that the outcome of our investigation indicates there are no voice or data incidents occurring at the location she provided, and no coverage issues have been identified. The use of the Wi-Fi calling feature for data and voice is highly recommended.

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.

Additionally, even though we cannot guarantee wireless network availability, we applied a one-time courtesy credit to her wireless account.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********

Customer Answer

Date: 02/19/2025

Complaint: 21728072

I am rejecting this response because:

I've had this problem for over a year with cricket wireless I have reported it numerous times to better Business bureau I have spoken with the vice president of cricket wireless and I have not got any resolution only thing I have gotten are nothing but lies they tried to tell me it is my phone when I purchase a new phone it is still doing the same thing

Sincerely,

***** ******

Business Response

Date: 02/25/2025

February 25, 2025

Better Business Bureau
Online Complaint

No: 21728072
Re: ***** ******

Dear ********************** correspondence is in response to a rebuttal filed by ***** ******. In her complaint, Ms. ****** outlines a persistent issue with Cricket Wireless that has remained unresolved for over a year, despite her numerous reports to the Better Business Bureau and discussions with the vice president of the company. She has been misled regarding the source of the problem, as Cricket Wireless attributed the issue to her wireless device; however, even after purchasing a new device, the same problem continues to occur. Ms. ****** is requesting assistance to resolve this issue.

We contacted Ms. ****** on February 21, 2025, to discuss her rebuttal. Ms. ****** shared that her data and calls do not work at times, inside or outside her house. After reviewing her account and performing an initial network investigation, we provided her with troubleshooting steps to reset and enhance her Cricket Wireless network. We advised her to reboot her device, and that we would contact her back after she tested the data service. We attempted to contact her but were unsuccessful, and we informed her via e-mail we would open a ticket with our technical support team to further investigate her concern.

We attempted to contact ********* on February 24, 2025, but were unsuccessful. We explained to Ms. ****** via e-mail that the outcome of our investigation indicates no voice or data incidents are occurring at the location she provided, no coverage issues have been identified, and her account has high mobile data usage with more than 38GB used in the last 30 days. We also recommended that she use the Wi-Fi calling feature to enhance indoor coverage.

On February 25, 2025, we contacted Ms. ****** since we did not receive an answer to our email and after introducing ourselves, the call was disconnected, and we have not been able to contact her again.

We respectfully request that her complaint be closed as we are unable to further assist Ms. *********************************************************
Office of the President
***************************************** NE
*******, ********

Initial Complaint
Date:05/16/2024
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.
We recently bought a phone and tried to activate it. Seems the sim card we were forced to buy was already in use. Now not a single person we spoke to can fix it. So we used and old on. Now I cant buy another phone for another family member til this one is activated and it can't be activated because the sim card we bought was already activated before it was sent to us to someone other than us. I want my money back for the sim card and to have my account cleared of the activation because we still need to buy another phone. I refuse to go into a store since they charge you to even speak to them.
Business Response
Date: 06/03/2024
June 3, 2024

Better Business Bureau
Online Complaint

No: 21723421
Re: *******************************

Dear ********** ************ correspondence is in response to a complaint filed by *******************************. In her complaint, ********************** states that she recently bought a phone and tried to activate it; however, the *** card was already in use. She further states that not a single person has been able to resolve the issue, and she had to use an old *** card. ********************** reports that she is unable to buy another phone until this activation issue is resolved. She adds that she would like to receive a refund for the *** card and have her account cleared of activations, as she needs to activate another phone service. ********************** refuses to visit a Cricket Wireless store, as they would charge extra, and is requesting assistance to resolve her issue.

We attempted to contact ********************** on May 17, 20, and 23, 2024 but we were unsuccessful. To investigate ************************ concerns, we need to be able to communicate with her. Should ********************** still require assistance from the Cricket Wireless Office of the President, she may contact ******** at ************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:05/16/2024
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.
In April 2024 cricket posted my due balance as $90.00 which is my current plan amount. However I qualified for the *** program and should have received a $30 credit amount to my account to reduce the bill to $60.00 I paid the $90 and then found out that the *** credit was just not posted and the bill was only $60. So there is a $30 difference which should be refunded to me. There is no contracts so I left cricket and transferred to another company when I did it closed my account and I spoke with a cricket agent through chat he said cricket keeps all money and doesn't refund what isn't rightfully theirs.
Business Response
Date: 06/07/2024
June 8, 2024

Better Business Bureau
Online Complaint

No: 21720207
Re: ***********************

Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In her complaint, ****************** states that in April 2024, Cricket Wireless posted her due balance as $90/month, which corresponds to her current standard rate plan amount. She shared she was enrolled in the Affordable Connectivity Program (***) benefit, and should have received a $30 credit to her account, reducing her bill to $60/month. After paying the $90, she discovered her *** benefit had not been applied.Furthermore, she states that she decided to leave Cricket Wireless and transferred her wireless numbers to a different carrier. Upon doing so, her account was canceled, and she was informed through Cricket Wireless customer care that services are non-refundable. ****************** is seeking reimbursement for $30.

We contacted ****************** on May 22,2024, to discuss her complaint. After reviewing her account, we found that Ms.Lundells due date was on May 5, 2024, and confirmed she processed a payment for $90.00 to keep her service active. We also found that on May 6, 2024, her $30.00 *** benefit was applied successfully; one day after her account bill was due. ****************** transferred her wireless numbers to a different carrier on May 8, 2024.

We informed ****************** we reversed a partial amount of $30.00 to the original payment method for the additional charges she paid. ****************** confirmed via email on May 27, 2024, that she received her refund successfully and expressed to be satisfied with the resolution provided. Lastly, we informed ****************** that the *** program ended on April 30, 2024, due to the lack of government funding. More information about *** can be found at: ***********************.

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

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 06/07/2024

Better Business Bureau:

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

Sincerely,

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

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