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

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  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

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  Cricket Wireless, LLC

  1050 W Colfax Ave STE E & F Denver, CO 80204-2071

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  Cricket Wireless, LLC

  112 W 87th St STE M5 Chicago, IL 60620-1318

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  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: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
  *******, ********

• 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 had cricket Wireless for 4 years they are holding my number that I've had for 21 years over 3 different providers there were times I could not pay my bill on time in which case they shut my phone off at midnight (understandable for a prepaid provider) I requested a port when I accepted a new job and I now have a company phone that my company pays for they now say that they provided an additional month of service knowing that I ported my number to a new provider and they refuse to release my number now This is affecting my job as some people with my work that need to and should be able to contact me can not I'm trying to do my job and be a good employee but I can not because cricket Wireless will not release my number

  Business Response

  Date: 06/03/2024

  June 3, 2024
  
  Better Business Bureau
  Online complaint
  
  No: 21691265
  Re: *********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************. In his complaint, ****************** asserts that he had Cricket Wireless service for four years, the carrier is holding his wireless number that he has had for twenty-one years with over three different service providers. He requested to port his wireless number when he accepted a new job, but the provider is refusing to release his number. He further states that this situation is affecting his job, as some people from his work need and should be able to contact him cannot do so. ****************** is requesting assistance to resolve this issue.
  
  We attempted to contact ****************** on May 11, 14, and 17, 2024, but were unsuccessful. To investigate Mr. ******** concerns, we need to be able to communicate with him. 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:05/08/2024

  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 had been a loyal customer of ******************** for over 5 years. On April 30th my phone was broken beyond repair. I decided on a new cell phone company and purchased a new phone and service was initiated on April 19/20th. Cricket was well aware of this as I transferred the phone number I had through them to my new provider. As an oversight I forgot to turn my autopsy off with Cricket and they autodeducted my card on April 18th. I reached out to them on the 19th and I was advised that I would have resolution within 10 to 12 business days. I NEVER RECEIVED ANY KIND OF NOTIFICATION FROM CRICKET! My card company attempted to get my money back to no avail. I have been on hold with Cricket for 30 minutes because the agent was getting March and April's billing cycles confused. She essentially told me that Cricket does not give refunds no matter the circumstances. So my error of not turning off my autopay gives them ************************* to keep my 55 dollars. My billing cycle began on the 19th or 20th of the month so they are keeping my money for a service they are not providing. What do I get in exchange for my 55 dollars? A phone, a mug, a gift card, a phone case? We are not in an economy where we give away money and I work hard for mine. I asked for a supervisor and I am an hour and five minutes into this call and still on hold. No one has even checked to make sure I am still on the line. Please help me recover my 55 dollars. That is all I ask. Thank you.

  Business Response

  Date: 06/01/2024

  May 29, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 21686765
  Re: *****************************
  
  
  Dear Sir/Madam,  
  
  This ************** is in response to a complaint filed by *****************************. In her complaint, ****************** states that she had been a loyal customer of ********************** for over five years. She adds that on April 30, 2024, her phone was broken, and she decided to change phone company. She reports that she forgot to turn Auto Pay off with Cricket Wireless,and her card was charged on April 18, 2024. ****************** further states that she reached out to Cricket Wireless and she was informed that a resolution would be provided within ***** business days; however, she never received any notification from Cricket Wireless. She contacted her card company, and they attempted to get her money back with no success. ****************** has been trying to receive assistance; she was informed that Cricket Wireless does not provide refunds no matter the circumstances. ****************** is requesting assistance to resolve her issue.
  
  We attempted to contact ****************** on May 13,16, and 20, 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 **************.
  
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,** 30319 

• Initial Complaint

  Date:05/07/2024

  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 was contacted by a manager somewhere in the *********** was told that they would only refund me the $140 monthly family plan fee. However, I was told that they would not be able to refund me what I paid for the ******** RAZR flip phone I had purchased because I didn't like the ********** wasn't returned/exchanged within 7 data of the purchase date. I NEVER told anyone @ Cricket that I didn't like the phone. The phone literally went defective in less than 6 months. Once again, I am a Healthcare worker who takes call at a veteran hospital for our veterans, & could not go without a phone!!! I am not & was not asking for the entire over $900 I have paid them. Just the $140 monthly fee, which they altered willing to refund, & the $219 I paid for the phone. The phone began writing black marks on the screen, & then went to a green screen that flashes. Once the black marks began, I was unable to answer the phone or call out due to the black line across the entire screen where the phone folds. I was unable to text & receive text messages. As we all know, we are living in a technology ****** ******** often text us now rather than call.

  Business Response

  Date: 05/30/2024

  May 29, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21681252
  Re: **************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by **************. In her complaint, ************** states that she was contacted by a manager and told she would only receive a refund of $140.00 for a monthly family plan she paid; but she would not be refunded for the ******** RAZR she purchased because she did not like the phone and did not return it within the 7-day return period. She explained she never said she did not like the device; rather, the device became defective in less than 6 months. As a healthcare professional, she cannot be without a device. ************** added that the device began displaying black marks on the screen, and then it switched to a green screen that flashes. Subsequently, she was no longer able to answer the phone or make calls because of this issue, nor was she able to send or receive text messages. ************** is requesting a refund for her last month of service and her device.
  
  We contacted ************** on May 20,2024, to discuss her complaint. After reviewing her account, we found that her account was canceled on April 18, 2024, after she ported her wireless number to a different service provider. We explained to ************** her device is not eligible for a refund, as more than 7 days have passed since the date of purchase. However, we informed her that her device is eligible to be replaced.We provided her with information about the warranty process to replace her device and explained it would take approximately two business days to receive the replacement; however, she shared with us she cannot be without her device for even one day. The Cricket Wireless returns and exchanges policy states that: Cricket Wireless provides a 7-day return policy for qualifying devices.If you received your order more than 7 days ago, you may be eligible for a warranty claim. More information can be found at:**********************************************************************************************.
  
  ************** agreed to receive a refund for the last month of service she paid on her Cricket Wireless account. We advised her to allow 5 - 7 business days for the funds to be reflected in her bank account. Lastly, we shared with her the ******** Warranty contact number ************, in case she decides to proceed with the replacement of her device in the future.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/07/2024

  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.

  *********************** is the account holder for 3 phones through Cricket. His-************, Mine ************ and my daughters ******************** ************. We have Crickets, ***************** and made a claim over a month ago to get the screen fixed. Claim ************. After contacting them 4 times we finally received the *** return envelope only to find out it is *** Ground and it needs to be *** Express due to coming from *******Now when we call Asurion they hang up on us.We request another envelope be sent out with a *** Express label ASAP.

  Business Response

  Date: 05/30/2024

  May 29, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21678972
  Re: *****************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In her complaint, ******************** states *********************** is the account holder for the three phone lines; she is a user. She filed an insurance claim one month ago to get the screen of one of her phones fixed. ******************** contacted ******* numerous times until she finally received the *** return envelope. She realized they sent her a *** Ground envelope instead of a *** Express envelope, which is required since the device is coming from *******  When ******************** called Asurion, the calls were disconnected. She would like a *** Express label to be sent to her.
  
  We contacted ******************** on May 8,2024, to discuss her complaint. ******************** shared that she had spoken to a customer service representative from ******* the day before, and was informed that she would be receiving her replacement device within 2 to 5 business days.She mentioned her concern had been addressed and no additional help was needed from Cricket Wireless. We offered a courtesy follow up call to help her with the activation of her new device and she agreed.
  
  We attempted to contact ******************** on May 10, and May 16, 2024, but were unsuccessful. On May 20, 2024, she contacted us via email expressing she had successfully activated her new device and her service was working as expected.
  
  We thank ******************** for her communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********
  

• Initial Complaint

  Date:05/07/2024

  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.

  Hello, I went to my local cricket store to buy a ******** Razr 5g 2023. They literally sold me a defective phone and blame me for the defect! I been out of town on a family emergency, and I had no time to get back to cricket and they are telling me oh well you bought the product now suffer. I talked to a supervisor I failed to get her name, but I told her what was happening, and she didn't care. I know it's illegal to sell defective phones and that's exactly what they did to me!! I myself is a stage 4 colorectal cancer patient that went to my liver and living off of a very small income, I have no time or more money to dish out. I need to stay strong to try to beat this cancer. and they got the best of me today if I could shut them down right now. I may even *** them if I don't like the outcome of the results. so yes, that's on the back burner until I hear what they going to do. I have paid a total of ****** that is all I am asking, and I want that amount refunded immediately to me back.

  Business Response

  Date: 05/30/2024

  May 29, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21678452
  Re: ***************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***************. In her complaint, **************** states she visited her local Cricket Wireless authorized retail store and purchased a ******** Razr 5G 2023. She asserts the device is defective and she is being blamed for the defect. She reported the device issues to a supervisor to get assistance, but a resolution was not provided. *************** paid $354.74 for the device and is requesting a refund.
  
  We contacted **************** on May 9,2024, to discuss her complaint. After reviewing her account, we provided her with the available replacement options through our return center and/or insurance. We confirmed her device is eligible to be replaced. She shared with us she would rather receive the full refund amount of her device. We explained to **************** we would send her a return label to send the defective device back to our warehouse to start the refund process.
  
  On May 10, 2024, she emailed us and requested to stop the return/refund process as she had decided to sell her device to someone else and would not be returning it anymore. We acknowledged Ms. ******* email and canceled the return and refund process. She has not responded to any more of our communications; therefore, we are closing her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:05/06/2024

  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.

  When I go to UPGRADE my line it shows me THIS price of $59.99, yet when I try to finalize transaction it brings up an error and won't allow me to finish transaction. When I contacted Cricket Wireless they inform me that the phone I was attempting to UPGRADE to is actually $299.99 for me. So even though when I go through their app or website it shows my price of $59.99 BUT they won't honor it.

  Business Response

  Date: 05/30/2024

  May 26, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21673289
  Re: ***********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In his complaint, **************** states he is trying to upgrade his device using ********************** which shows that the device he is interested in, would cost $59.99. When he tries to complete the transaction, the price changes to $299.99. He contacted Cricket Wireless customer care for assistance,but they informed him that the actual price for the device is $299.99 for upgrades. **************** is requesting to get his device upgraded at the price shown on myCricket.
  
  We contacted **************** on May 13,2024, to discuss his complaint. After reviewing his account, we confirmed that his line is eligible for upgrade discounts, and he is trying to acquire a ******* Galaxy A54 5G. We confirmed that the screenshots he provided show the device would cost $59.99 for an upgrade. We advised him that we would open internal investigation to further review the misinformation shown on myCricket. Our internal investigation discovered that the pricing he saw only applies to new customers that are switching service from another provider or customers adding a new line of services. We explained the expectations for upgrading and the upgrade price for the device. For ****************** time and inconvenience, we applied a courtesy credit to his account. He agreed to and accepted the credit.
  
  We offered **************** assistance to look for other available promotion that matches his needs and help him to waive the $25.00 upgrade fee if he decides to get a different device at a ********************** store, but **************** declined our offer as he is only interested in the ******* Galaxy A54 5G.
  
  We thank **************** for his communication and trust we have been able to resolve his concerns.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21673289
  
  I am rejecting this response because: They acknowledged the price I was shown to upgrade. Yet DECLINED to oblige and uphold their agreement of ******* A54 for the $59.99 upgrade fee. This is TOTALLY unacceptable.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/07/2024

  June 8, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21673289
  Re: ***********************
  
  
  Dear ********** ************ correspondence is in response to a rebuttal filed by ***********************. In his rebuttal, **************** states that even though Cricket Wireless acknowledged that the Galaxy A54 5G device he attempted to purchase showed a price of $59.99 when doing an upgrade process, he was denied the promotional price to complete his order.
  
  We contacted **************** on June 5, 2024, to discuss his rebuttal. After authenticating his account, he requested compensation for three months of service on his Cricket Wireless account due to the misinformation he received while attempting to purchase the Galaxy A54 5G device through his online account. We informed **************** that we had processed a one-time credit to his account, equivalent to three months of service, and reassured him that our technical support team would continue to investigate further.
  
  Lastly, we provided **************** with the correct price for the ******* Galaxy A54 5G when doing an upgrade process, as well as the available methods to complete the order. He shared he would evaluate the best option and would complete his upgrade at another time.**************** confirmed he was satisfied and stated he did not need any additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was informed via text that my auto payment was not received and I was being charged a late fee to reconnect service. I received no explanation as to why my my auto payment was not properly received. I did not stop auto pay. I have had no problem previously. My regular payments of $118.00 have always processed and I have made no changes now they are asking for ****** because they say my auto pay was not processed. I have received no explanation as to why this happened. The customer service department is an offshore operation and I was not able to receive adequate support previously for a similar situation and on this occasion they were closed.

  Business Response

  Date: 05/30/2024

  May 26, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21669269
  Re: ***************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In his complaint, ****************** states he received a text message informing him that his Auto Pay payment was not processed, and his services were suspended. ****************** explains that this caused a reactivation fee to be applied to his account to reactivate his service. He did not receive any explanation as to why his Auto Pay was not processed and states he did not request to stop it, nor has had issues with it in the past.He adds his monthly bill is always $118/month, but he was asked for a payment of $133.00. He attempted to contact Cricket Wireless customer care, which is offshore, and he was not able to receive adequate support, as the customer care operation was closed. ****************** is requesting assistance to resolve this issue.
  
  We contacted ****************** on May 9,2024, to discuss his complaint. We explained to ****************** that the results of our investigation indicated his Auto Pay transaction failed because the credit/debit card enrolled on his account had expired. We advised him to contact his financial institution for further information on how to receive a new credit/debit card. We shared with him detailed steps on how to update and/or set up Auto pay using MyCricket app on his account once he has his new card.
  
  
  We processed a courtesy credit on his account for the late fee he paid to restore his service and provided information to ****************** on how to contact customer care when the call centers are closed. ****************** confirmed his questions and concerns were properly addressed.
  
  We thank ****************** for his communication and trust this information resolved his concerns.
  
  
  Regards
  
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a current Cricket customer for several years with phone number **********. Earlier during the week of April 30, 2024, I received an email from Cricket informing me about an offer for unlimited data plans on a tablet for $15 per month for users who already have unlimited phone lines. Normally I conduct my activation transactions with Cricket online. By doing this, I avoid the $25 activation fee. I have done this for several years with more than 8 cell phone plans. I currently have 5 phones on my plan (spouse and children). Each time I tried to purchase and activate the table plan online I receive an alert as follows: Oops! Looks like we're having a problem with our system. Please try again later. If I was able to accomplish this activation online, as with my cell phone activation, it would have saved me the $25 activation fee. All I would have to purchase is the *** Card(s). But there seemed to have been some error with Crickets system or site. (The issue still exist as of this writing). So on May 3, 2024 I had to go to a physical Cricket store to have the tablet activated but I was charged an activation fee that I would not have been charged if everything operated correctly online. They said Id need to contact Cricket via phone or chat for a refund. I did this but they still would not award the refund even though the issue is clearly on their end on their website, preventing me, and presumedly others, from activating our tablets (because their site still give me the same error still to this day) online.

  Business Response

  Date: 05/27/2024

  May 26, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21662866
  Re: ***************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In his complaint, ****************** states he has been a Cricket Wireless customer for several years. During the week of April 30, 2024, he received an email from Cricket Wireless informing him about an offer for unlimited data plans on a tablet for $15/month. ****************** normally does his activation transactions online because he does not have to pay $25.00 for an activation fee. He explains that he attempted to purchase and activate the table and data plan online multiple times; each time, he received an error that prevented him from completing the order. Because of this issue, he mentioned he had to visit a Cricket Wireless authorized retail store to complete the activation process; therefore, he was charged $25.00 for the activation fee that he believes he should not have paid. ****************** is requesting a refund for the activation fee he paid.
  
  We attempted to contact ****************** on May 8, 2024, but were unsuccessful. ***************** responded to us via email the same day and informed us that he works 12-hours night shifts. He explained he sleeps during the day and would prefer to be contacted via email or text messages. We assured ****************** that we want to assist him; we explained that before we can start with the investigation of his account, we must follow an authentication process through a phone conversation to access his account per ********************** security policies. He responded stating he can be contacted between 06:00 AM and 08:00 AM.
  
  Despite multiple attempts, we have been unsuccessful in contacting ******************. He responded via email stating that he had already provided all his personal information and that we should be able to provide a resolution to his request without him providing additional information. We reinforced with ****************** we must authenticate his account,but we did not receive any more responses from him. Should ****************** still require assistance, he is encouraged to contact ******, Cricket Wireless Office of the President ******** at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21662866
  
  I am rejecting this response because:
  
  

  I informed them that I work ***** hour night shifts with sheriff office. Me calling them at the hours they work is like them calling me at 2am.   When they are at work, I am asleep.   When I am awake, they are not at work.  I suggested using email for their authentication efforts.    Another suggestion would be to speak to my wife, *****.   She works during the day but may be able to answer her phone and complete the authentication.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/03/2024

  June 3, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21662866
  Re: ***************************
  
  
  Dear ********** ************ correspondence is in response to a rebuttal filed by ***************************. In his rebuttal, ****************** states he informed us that he works ***** hours shifts with the **************** This schedule conflicts with our attempts to reach him, as he is often resting during our contact hours. He is requested we contact his wife for further assistance with the authentication process. ****************** is asking for a refund for the activation fee he paid.
  
  We contacted Mr. ******** wife on June 1, 2024, to discuss his complaint. ****************** authenticated their account successfully. After reviewing the information, we confirmed the activation of new line at a Cricket Wireless authorized retail store on May 3, 2024, and $25.00 activation fee was charged.
  
  We processed a one-time courtesy credit on Ms. ******** account for the inconvenience they experienced while attempting to make their activation online. She agreed with the resolution provided. Lastly, we shared information regarding their next months payment and the due amount of their Cricket Wireless account.
  
  
  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:05/02/2024

  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 made an online purchase this morning (05/02/2024) with Cricket Wireless for a moto g 5g cell phone with the $60 plan and a new number. I was $10.00 discount making my total $50.00. My payment went through and an order confirmation number appeared and then the page disappeared as quick as it appeared so I wasn't able to save or write down the confirmation number. When I spoke to Cricket Wireless about my order they said there was never an order made or payment taken. Cricket Wireless had to put my payment through in order for it to come out of my bank account. They said they didn't take the payment but my account shows they did. So now, after taking my payment (stealing my money), Cricket Wireless wants me to place another order with another payment so they can take (steal) more money from me. Since Cricket Wireless took my payment from my bank account, they should provide me with my order.

  Business Response

  Date: 05/24/2024

  May 23, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21657100
  Re: *********************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************************. In her complaint, ******************** states that on May 2, 2024, she made an online order for a new number under the $60/month plan and a Moto G 5G device. She states her total was $50.00. The payment was completed, and an order confirmation screen appeared on her device but could not save it as it disappeared right away. Subsequently, she contacted Cricket Wireless customer care, and a representative informed her that no orders or payments were found on her account and advised her to place a new order. She adds that her bank account shows the payment was taken. ******************** is requesting her order to be delivered.
  
  We contacted ******************** on May 10,2024, to discuss her complaint. After reviewing her account, she informed us that the order she made was intended to add a second wireless number to her account. We explained to ******************** we did not find records of an online order on May 2, 2024, on her existing account. There are no records showing a new or tentative account was created either. To further assist ******************** we informed her we would open an investigation with our Cricket Wireless financial team to do an additional payment research and advised her we would contact her back with the outcome. She agreed to receive a call back.
  
  On May 20, 2024, we shared with ******************** that the results of the investigation indicate that there was only a pre-authorization applied to credit/debit card she used to make the online order on May 2, 2024. This transaction was never completed as the payment did not go through. We advised her to contact her financial institution to release the funds back into her account.
  
  We thank ******************** for her communication, and trust this explanation addressed her concern.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********