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.

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless, LLC

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless, LLC

  1030 Norwood Park Blvd STE 406 Austin, TX 78753-6610

• 

  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

• 

  Cricket Wireless, LLC

  1120 Lancaster Dr NE Salem, OR 97301-2933

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:05/15/2024

  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 went to Cricket on 3/29 to buy my Grandmother a phone as a gift for her to take back to ********. I explained this to the Cricket representative that I was looking for a low cost phone for my 70 year old grandmother who does NOT live in the states. She showed me a few phones which I was WILLING to buy. The representative tells me it's cheaper if you get on a line since they are giving the phones out for free. I asked her what the catch is since I don't want my grandmother to have issues when she gets to ********, she says there is no catch Cricket is just that good, you can pay for the first month and then connect the phone which whatever Carrier. WELL my grandmother got to ******** 4/24 and she HAS NOT BEEN ABLE TO USE THE ******* She went to 3 stores to see what the problem is. I call cricket (611) they tell me "you have to pay for 6 months of SERVICE before you can switch the phone out" EXCUSE ME? I immediately go to the store and the representative washes her HANDS!!! She tells me "wow 6 months I didn't know that that threw off". You don't say me too! I ask her what they are going to do about this since I was very clear on what I needed. You know what her response was? Well you can sell the phone and just get her another one. LIKE WHAT??? Sell it to who? No one can USE THIS PHONE YOU SOLD ME!!! I asked for her manager, and she tells me she will be in today 5/15 but to be honest she probably won't be able to do anything either. I WORK HARD FOR MY MONEY!!! This is so disrespectful and unprofessional. I called the store various times to speak to the manager, and left a voicemail. I am at work and can't keep traveling to this store and not get a proper response. I want my MONEY BACK!!!!

  Business Response

  Date: 06/03/2024

  June 2, 2024
  
  Better Business Bureau
  Online Complaint 
  
  No: 21717099
  Re: ***************************
  
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by ***************************. In her complaint, ****************** states that she visited a Cricket Wireless authorized retail store on March 29, 2024, to buy a device for her grandmother as a gift, intending for her to take it to ********. She explained to the sales representative that she was looking for an affordable device for her grandmother, who lives outside *****************. The store representative advised her to purchase the device with a new line of service, as it would be cheaper. ****************** states that she specifically asked the store representative if there were any restrictions for the phone by purchasing it in this manner, and she was informed that she would only need to pay for the first month of service and then could connect it with a different carrier. Her grandmother returned to ******** on April 24, 2024, and she has not been able to use the device with a local carrier. ****************** attempted to resolve this matter by contacting customer care, but they informed her about the six-month unlock policy. ****************** would like to be refunded for the Cricket Wireless device that her grandmother could not use.
  
  We contacted ****************** on May 22, 2024, to discuss her complaint. She confirmed that she processed a payment reversal with her financial institution. We want to assure ****************** that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service with every customer interaction. We explained to ****************** that we shared her experience with the executive leadership team that works directly with this location and assured her that they will investigate further with the manager and representative.
  
  We thank ****************** for her communication.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President 
  ***************************************** NE
  *******, ********
  
  

  Customer Answer

  Date: 06/03/2024

   
  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:05/15/2024

  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.

  I went to this cricket authorized dealer yesterday, 4/7/24. I looked online and found a family deal for lines for $100 and free phones. I went into the store trying to get this deal. The attendant told me she could give me the four lines for $100 pay for two phones and get two phones free. She told me she could get me the **** stylus phones for free which were $89 apiece. She rang up my two iPhones in which I was paying for and told me she was having some issues she was going to split my accounts charge me for the two iPhones and the monthly fee and then give me the two free phones and waive the activation fee. After she got my payment from me of $450 and she processed my transaction she told me there was no longer a promotion to give me the two bree **** stylus phones and waive the activation fee. Now I had to pay the $89 for each phone because she didnt realize that was no longer a promotion after she took my payment. Then trying to remedy the situation. She told me she could get me the **** G phone to phones but she didnt have any in the office. She was going to hook them up and I could be back the next day which would be today to pick them up. Today she called me and told me she could not get those phones and that they promised me nothing. Now I have a family plan with two phones and four lines and I am just out two phones. I am very upset because they promised me two free phones, the **** stylus to go with my four lines I feel they should have to honor that but they are trying to say they dont owe me anything. If I would have known that they were not going to give me the two free phones, I would not have paid $450 for two phones , please contact me about this situation

  Verbal Update: I went to another store for Cricket and was told that I only have two lines and not four lines that I paid to receive. And they also said that the **** G is available. It was the retailer that did not have it available but Cricket does.

  Business Response

  Date: 06/07/2024

  June 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21546268
  Re: *****************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In her complaint, **************** states she visited a Cricket Wireless authorized retail store on April 7, 2024.She had researched online and found a family promotion that included free devices. The salesperson advised her they could offer her four lines for $100,but she would need to purchase two devices and the other two would be provided for free. She further adds that the representative informed her of issues processing the order; as a result, it would be necessary to split the account and activate two lines on each. After charging her $450 to complete the order for the first two lines, they informed her that the free devices promotion was no longer available. Attempting to remedy the situation, they suggested that they could offer a different device model as part of a free device promotion but asked her to return the next day, as the devices were not available in that store, and they needed to pick them up. Lastly, she states that the representative called her back to inform her that they were unable to procure the other devices. **************** is requesting assistance to resolve this issue.
  
  We contacted **************** on May 29, 2024, to discuss her complaint. After reviewing her account, we confirmed the validity of her complaint. She added she was informed she would be receiving two new wireless numbers and devices for free aside from what she paid. We explained to **************** that the free device promotion she was offered is applicable only to customers porting their existing ********************** numbers to Cricket Wireless. Due to the misinformation during the activation process, we offered to assist **************** activate two new wireless numbers on her account at no cost, along with a free month of service. She requested that we contact her back at a different time, as she wanted to discuss our offer with her with her husband.
  
  We attempted to contact **************** on June 4, and June 6, 2024, but we were unsuccessful. **************** contacted us via email stating she was unable to reach back to us. She requested compensation that would cover her current month of service. We shared with **************** via email we had processed a credit to her account equivalent to one month of service. Should **************** still require assistance, we encourage her to contact *****, Office of the President ********** **************. 
  
  We thank **************** for her communication.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/14/2024

  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 wireless told me my bill was ***** I paid the ***** and a day later they turned my phone off and made me pay ***** to restore my service in which they explained I didnt pay the full amount however I have proof thats what my bill was

  Business Response

  Date: 06/03/2024

  May 31, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 21711490
  Re: *******************************
  
  
  Dear Sir/Madam,  
  
  This ************** is in response to a complaint filed by *******************************. In her complaint, ************************** states that Cricket Wireless informed her that her payment was $67; however, her service was disconnected a day later. She paid an additional $18.60 to restore her service. She adds that she was told she did not make the full payment, but she has proof of the billed amount. ************************** is requesting a refund.
  
  We contacted ************************** on May 17, 2024,to discuss her complaint. After reviewing her account, we confirmed that Auto Pay processed a payment of $67.16 on May 13, 2024, which was the correct amount;however, her account was wrongly suspended on May 14, 2024, due to a system error. Subsequently, she was required to make an additional payment of $18.50 to restore her services.
  We shared with ************************** that we successfully refunded the $18.50 payment she made and explained to allow 5-7 business days to receive it. Additionally, we offered ************************** a free month of service on her Cricket Wireless account for the inconvenience she experienced but she declined the offer. ************************* requested a refund of $100 in her complaint, we have issued an additional credit of $100 to her Cricket Wireless account for her inconvenience.
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,** 30319 

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 11, 24, I went into the store and asked salesperson, **********************, for an iPhone charger. The charger she sold me was not an iPhone charger. I didnt find out until I got home that it wasnt an iPhone charger. I went back today to get a refund and she refused to refund me because it states in the small print on my receipt that there are no refunds. She didnt tell me that there was a no refund policy prior to my purchase and there were no signs posted that had the no refund policy. There was no way of me knowing about this policy since it wasnt posted anywhere until she printed out my receipt. Also, she was the one who selected the charger stating it was an iPhone charger. Since it was not an iPhone charger as the salesperson indicated and the no refund policy was not posted or told to me prior to purchase, they need to give me a full refund.

  Business Response

  Date: 06/03/2024

  June 3, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21701096
  Re: *************************
  
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, ************** states she visited a Cricket Wireless authorized retail store to purchase an iPhone charger on May 11, 2024. She adds that the charger sold to her was not an iPhone charger, a fact she discovered once she was home. When she returned to the store to request a refund, she was informed that the charger was not refundable, a detail that was noted in the small print of her receipt. She also mentioned the sales representative did not inform her of the no-refund policy prior to her purchase. Additionally, she states that the salesperson selected the charger for her and claimed it was compatible with an iPhone. ************** is requesting a full refund of $27.05 for the charger she purchased.
  
  We contacted ************** on May 21,2024, to discuss her complaint. Ms. ****** mother answered our call and she shared with us that her daughters issue had already been resolved when she contacted our Cricket Wireless customer care team. A one-time courtesy credit was applied to her account due to the inconvenience she experienced. She confirmed that they did not need any additional assistance from Cricket Wireless Office of the President.
  
  
  We thank ************** for her communication.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

  Customer Answer

  Date: 06/03/2024

   
  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:05/13/2024

  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 wireless operates on a monthly prepaid service. We decided we weren't happy with the service anymore and changed providers. This was in the middle of our service month. Our cricket plan was terminated immediately and as we had paid for a full month of service our new provider advised us to contact cricket for an adjustment since we have now paid for two weeks of service we aren't using. Cricket refuses to be of any help. What we were told was that because it's prepaid they don't offer refunds and there was nothing they would do to help us. I find it completely criminal that they don't tell people that information up front and are profiting from ripping people off.

  Business Response

  Date: 06/06/2024

  June 6, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21705885
  Re: *********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************. In her complaint, ************** states that she decided to transfer her wireless numbers to a different provider because she was not satisfied with the service she received. She adds she changed providers in the middle of the month for which she paid. Her new service provider advised her to contact Cricket Wireless for an adjustment of the unused service. She explains that she contacted Cricket Wireless for help with this refund, to no avail. She was informed that, as a prepaid service,refunds are not available. ************** is asking for a resolution to her issue.
  
  We contacted ************** on May 21, 2024, to discuss her complaint. After reviewing her account, we confirmed she had transferred her wireless numbers in the middle of her bill cycle. We further explained to that, as set forth in the Cricket Wireless terms and conditions of service, payments are non-refundable, transferable, or redeemable for cash. More information about payments and account balance can be found at: ******************************************.
  
  We shared with ************** that even though payments for unused services are non-refundable, we made an exception for her case and processed a partial refund to her original payment method. We advised her this process takes from 5 to 10 business days to be completed. ************** confirmed that she was satisfied with the resolution provided and stated she does not need additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ** 30319 

• Initial Complaint

  Date:05/13/2024

  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 Crickett on 4/2/24 to inquire about getting phone services. After speaking to the rep everything sounded great. We proceeded to take the necessary steps. I used Affirm. To pay for 2 IPhone 14 Pluss plus the $90 for Cricket services. My payment was due on May 5 with Affirm. I also started to get notices from cricket saying that I had signed up for auto pay and I would be owing them $90. I thought this must be some kind of glitch and their system Due to financial problems right now, I called the firm about 3rdor 4th to let them know that I couldnt make the payment on 5 May. I wanted to know if I could move my due date and they told me that you couldnt move the due date . But I agree to pay the ****** on 5/15/24. So I said OK no problem. Cricket sent text messages starting about 5/7/24 about missing my pymt. I didnt understand why I am playing them both. Then I On 5/8/24 my phones were cut off. I called cricket and they told me that they were a prepaid service I had never heard this terminology during the sign-up process. I told them that I had spoken to reps from ****** and they confirmed to me that I am paying For the phones and cricket wireless services. Cricket says that that was a one time payment that was made on April 2, 2024 I had never heard of any of this nonsense. That would mean I would be paying almost $200 a month for phones and we only have two phones. We didnt get the latest phones so the phone prices werent that bad. Here again after speaking to them, I left Tmobile to pay less. Now I have the potential to pay $200/month. I do have the receipt from Affirm and I have some emails from cricket, but I have not seen one that described the Services as prepaidv that I was going to get. I dont have the money to pay both. I had to pay $55 to turn the phone on and now theyre wanting 50 more dollars on5/14. Affirm is due on 5/15/24 for ******. I am on a fixed income, and this is an illegal transaction in my opinion

  Business Response

  Date: 06/06/2024

  June 6,2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21704902
  Re: ***********************
  **********
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In her complaint, ************** states she called Cricket Wireless customer care on April 2, 2024, to inquire about wireless services. After speaking with the representative, she used Affirm to purchase two iPhones 14 Plus devices and paid for the monthly service. ************** Affirm bill was due on May 5, 2024. She received messages from Cricket Wireless stating she had signed up for Auto Pay and that she would need to pay $90.00. She thought it was a system glitch. ************* contacted Affirm to ask if she could change her due date; she was told they could not do it, but she agreed to pay on May 15, 2024. She then received additional text messages from Cricket Wireless on May 7, 2024, about her payment, and on May 8, 2024, her service was suspended. She contacted Cricket Wireless customer care and said that when she had spoken to Affirm, they confirmed to her that she would be paying for the phones and her service. ************** further states that she is on a fixed income and that it was not explained how the payment service would work. She is asking for a resolution to her issue.
  
  We contacted ************** on May 17, 2024, to discuss her complaint. We confirmed she purchased her devices through Affirm. We explained to ************** that the payments she makes through Affirm are separate from the Cricket Wireless bill and are related only to the purchase of her devices. We also explained that the text messages she received from Cricket Wireless regarding her Auto Pay enrollment and the $90.00 payment were related to the wireless service charges. We apologized to ************** for any miscommunication or misunderstanding around the sign-up process.
  
  We provided her with details of alternative rate plans that *** best suit her needs and changed her billing due date to a more convenient date for her. ************** stated she would consider the options and decided not to make changes to her account. We scheduled a follow-up call. We attempted to contact ************** on May 20, 23, and 28, 2024, but were unsuccessful. Should ************** still require assistance, she is encouraged to contact *********, Cricket Wireless Office of the President ******** at *************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/13/2024

  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.

  ok so basically during the month from april 18th to today i had my services interupted aka didnt recieve calls txt and internet wasnt working due to a tower outage and when i called for compensation for the month that i didnt have service these terrorists only gave me 5 dollars credit as some kind of joke. i didnt recieve the service i payed for and they refused to properly take care of the issue the service is working now but i still lost out on my month of service i dont like trash business and hope u guys look into this and charge them for everyone their ripping off considering thats what u guys are supposed to do. i hate bad business and i hope u guys shut cricket wireless down. because if their ripping people off when their services dont work its literally a definenition of a scam. not ok.

  Business Response

  Date: 06/03/2024

  June 3, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 21704249
  Re: *********************************
  
  
  Dear Sir/Madam,  
  
  This ************** is in response to a complaint filed by *********************************. In his complaint, ******************** states that during the month of April, his service was interrupted. He explained that he did not receive calls or text messages, and the internet did not work due to an outage in his area. He added that he called Cricket Wireless customer care to request compensation for the unused service, and they issued him a courtesy credit of $5.00. ******************** adds that he did not receive the service he paid for,and Cricket Wireless refused to adequately address the issue. He reports that his wireless service is now working correctly; however, he still lost one month of service. ******************** is requesting assistance to resolve his request.
  
  We contacted ******************** on May 15, 2024, to discuss his complaint. After reviewing his account, we confirmed that he reported the network issues multiple times in April. The network issue has been resolved,and his service is working correctly. We informed ******************** that we issued credit in the amount of a months service to his Cricket Wireless account. ******************* confirmed that his concern has been resolved and does not need any additional assistance regarding this matter.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President
  ***************************************** NE 
  *******,********

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 2, 2024 at approximately 6:40p.m. , I went into the McKeesport Cricket Wireless Store due to my current cellular phones not working properly. (This was after calling Cricket Wireless **************** (#***) numerous times in attempt to inquire about and rectify the issues with the two {2} cellular phones belonging to my Son and I because both cellular phones were not working properly.) In the McKeesport Cricket Wireless Store was an unidentified male employee at the counter who waited on me. He looked at the phones and went on to state that "the issues were probably because both my current Cricket Wireless Cellular Phones were 3G models and I needed to upgrade to 5G models." The male employee suggested that I purchase their "NEW 5G models" cellular phones. However, he sold me two {2}: Moto g stylus 5G - "2023" older models, instead. I paid $200.00 for two {2} cell phones. However, he charged me the wrong amount for the "2023" older cellular phones and I was not given a sales receipt, at the time of purchase. "***" the manager stated that Corporate Supervisor "****" was "going to call me (the customer) in reference to this matter." Also, that I'd be expected to "sign an affidavit to ascertain legal actions would not be taken against the McKeesport Cricket Wireless Store for their employee's illegal actions." ***** female store manager stated for me to "return to the McKeesport Cricket Wireless Store any time the next week to receive the owed $148.44 refund" ; this was contingent upon my "signing an affidavit" in order to receive the refund owed to me. I also requested to have both the purchased cell phones insured by Cricket Wireless. *** store manager refused to do so and wrote on Cricket Wireless business card: "****" Cricket Wireless Corp Supervisor's name, Contact #: **************, ($148.44) owed as a refund from the illegal transaction ***************** stated I (the customer) "can expect a call from **** the next day." Store Manager was rude.

  Business Response

  Date: 06/03/2024

  June 3, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21700992
  Re: *******************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *******************. In her complaint, ************** states that on April 2, 2024, she visited the Cricket Wireless retail store located at **********, seeking technical assistance as she was experiencing network issues with her devices. An unidentified male employee assisted her, checked the devices, and informed ************** that the network issues were due to her devices not being up to date. He offered to upgrade her devices to 5G models to improve the quality of the services. However, she noticed that they sold her two ******** ************* 5G 2023 models, which were older models. She paid $200 for both phones; however, they charged the wrong amount for the devices, and she states that she was never given a sales receipt at the time of the purchase. The store manager advised her that the corporate supervisor would call her about this matter. The store manager informed her to return any time the following week to receive the owed amount of $148.44 as a refund. ************** also requested to have both phones insured by Cricket Wireless; however, the store manager denied her request, and instead, they provided her with a Cricket Wireless business card with the corporate supervisor's name and her direct contact number. ************** would like to be refunded and report the disrespectful behavior of the corporate supervisor she spoke with as she was very rude.
  
  We contacted ************** on May 28,2024, to discuss her complaint. We agreed to process a credit on her account for the amount she claimed she overpaid. ************** agreed with our resolution.
  
  We want to assure ************** that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service. We shared with her that we have escalated her experience to our executive leadership team that works directly with this stores leadership team. We assured her they will investigate further and address her concerns with the store manager and representative.
  
  We thank ************** for her communication and trust we have resolved her concerns.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:05/13/2024

  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.

  on 5/7/2024 I purchased a phone from the business. The retail price on the instore advertisement was *****. There was a lower price of ***** shown if one of 3 conditions were met. 1. when you bring your own number 2. with new line 3. with qualified upgrade. I BROUGHT MY OWN NUMBER AND I WAS PURCHASING A NEW LINE. While it appears on the attached PDF that #1 may have a asterisk (I can't make it out) #2 has no conditions). When I went to pay, i was charged ***** for the phone. I pointed this out to the sales rep and he made a call. He then told me that the rep he had talked to stated that the retail price of the phone was ***** and that is all he could do. I went ahead and paid but I informed him that I would contact the BBB regarding this. I believe that deceptive advertising creating a gottcha situation should not be allowed.

  Business Response

  Date: 06/03/2024

  June 3, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21695301
  Re: *****************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************. In this complaint, ************** states on May 7, 2024, he purchased a device from a ********************** authorized retail store.He mentioned that the retail price advertised was $69.99; however, there was a lower price of $49.99 if he met one of the three conditions. One of the conditions was to bring a number over to Cricket Wireless. He purchased the new device and brought his number over from another provider to Cricket Wireless.When he processed the payment, he was charged $69.99 despite meeting the requirements to receive the promotional discount. He told the store representative about the charge. He was advised that this was the retail price and that they could not assist him further.
  
  We contacted ************** on May 17, 2024, to discuss his complaint. We want to assure ************** that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service. We value his feedback and apologize for any inconvenience. We confirmed that we have escalated his experience to the executive leadership team for this store location and have been assured they will investigate further with the store manager and representative.  
  
  After reviewing the account, we confirmed that he qualified for the promotional discount for his new phone. We offered to issue a credit for the price difference of his device on his ********************** account. ************** agreed to our offer and confirmed to be satisfied with the resolution.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/09/2024

  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 spoke with customer service and requested to add ******************** Protect on 2 of my lines. The rep was not able to add it over the phone and told me to go into the store and they could do it. Never did they say I had to do it within a certain timeframe! I went to the store and the person in store checked the phones and said they were cleared to be added. Then he said there wasnt an option on his screen to add it. He said I missed the open enrollment. I have never been told about open enrollment by Cricket. I called customer service back who said they wouldnt add it. I never received any notification about open enrollment and last customer service never told me about it either! Call was escalated to a supervisor who just repeated what the rep said previously and refused to add the cricket protect. I asked if the issue could be escalated to a different department since they were only customer service. He flat out said he could but itll just be an no. How does this arrogant supervisor know what another department will say or do?? These 2 phones were bought from Cricket and all I want to do is add $8 cricket protect to 2 of my 5 lines. I had trouble understanding the rep and supervisor so I did ask to speak with a USA rep but supervisor said he couldnt transfer the call. I would have to hang up and call again and repeat the whole process. I have been a customer since 2014 and I dont request much from cricket and the blatant disregard was disappointing and frustrating. They refused to take any accountability that their customer service failed to provide me all pertinent information related to adding the cricket protect.

  Business Response

  Date: 06/03/2024

  May 30, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21691407
  Re: *****************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In her complaint, ******************* states she contacted Cricket Wireless customer care and requested to add ******************** Protect on two of her lines. She was advised to visit a Cricket Wireless store to add the feature. The Cricket Wireless store representative informed her that her devices were eligible to have the Cricket Protect feature added but was not available, as she missed the open enrolment period. She called Cricket Wireless customer care again, as she was never advised that there was a specific timeframe to add the Cricket Protect, but nobody was able to assist her even after escalating to a floor supervisor. She requested the supervisor to escalate her issue to a higher department or to transfer her call to a U.S.representative but was advised it could not be done. ******************** is requesting us to add Cricket Protect to her lines, as she was never told that the features had to be added within a specific time.
  
  On May 14, 2024, we reached out to ******************** to discuss her complaint. After reviewing her account, we advised her that the Cricket Protect feature can only be added during checkout when activating a new service or device, within 45 days of activation, upgrade,or during a Cricket Protect open enrollment if the device is in perfect condition and good standing. We confirmed that only one of her lines is eligible to add Cricket Protect and we added the feature with no additional cost for ********************, as a one-time exception due to the inconvenience she experienced. Additionally, we applied a one-time courtesy credit to her account for the time she spent trying to resolve this matter. ******************** confirmed to be satisfied with the resolution.
  
  Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service with every customer interaction. We shared with ******************** that we have escalated her experience to our call center executive leadership team and assured her they will investigate further with the manager and representatives.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********