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

1,341 total complaints in the last 3 years.
394 complaints closed in the last 12 months.

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Submit a Complaint

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:04/30/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/07/2024 whoop Connect transferred my service and *** benefits from Cricket without my authorization On 4/-8 I reported it to *** and Cricket I gave Criket the App # Q96574-81010 (they said was needed to complete the transfer) and they never processed it, ************** I called Cricket but could not get anyone to assist me. On 4/28 I contacted Cricket and *** to verify.the information regarding my benefits and both said Whoop Connect was listed as my provider and Cricket never switched me back,? I only have 1 phone but 2 providers!!! Cricket charged my auto pay the $30 that went to Whoop Connect due to Crikets failure to process the information on 4/8. On 4/28 Mark ********* from Criket explained the information had to be submitted online, which was not explained to me on 4/08I I was directed to get the app# from the *** and call themh back (why on earth would I wait on hold for another 20 minutes) The funds are floating somewhere due to Crikets neglect. The funds were just taken out on 4/08 and no one seems to care that the governments money is being misplaced not even the ***.
Customer Answer
Date: 04/29/2024
Cricket Wireless' Corporate Address is: Cricket Wireless LLC, ***************************************** **, *******, GA *****.
Business Response
Date: 05/24/2024
May 22, 2024

Better Business Bureau
Online Complaint

No: 21639782
Re: *******************************

Dear ********** ************ correspondence is in response to a complaint filed by *******************************. In her complaint, ******************** states that on April 7, 2024, her Affordable Connectivity Program (ACP) benefit was transferred without her consent to another carrier. On April 8, 2024, she reported the incident to ACP and Cricket Wireless. She provided Cricket Wireless with her application ID to transfer the benefit back, but the request was never processed. On numerous occasions she called Cricket Wireless, but no one helped her. On April 28, 2024, ******************** contacted Cricket Wireless and ACP once more, and was informed that her benefit was transferred to Whoop Connect. On the same date, Auto Pay charged her $30.00 because her benefit was not applied. A Cricket Wireless representative explained to her that she needed to complete her ACP benefit transfer request online, but this was not explained to her on the first call she made on April 8, 2024. ******************** is requesting a refund of $30.00.

We attempted to contact ******************** on May 6, May 10, and May 15, 2024, but were unsuccessful. To investigate Ms.Hamiltons concerns, we must communicate with her. Should ******************** still require assistance, we encourage her to contact *****, Cricket Wireless Office of the President ******** at ************.

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

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Initial Complaint
Date:04/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My ******** RAZR Flip phone completely crashed due to a software issue. I went into the ********* was told I would have to call the warranty department, send my phone in for inspection and, it would be about 2 weeks before I would get another phone. Now, we all know how life is if you're a parent or just living & **** family in general. On top of all that, I am a CT technologist, who takes call just like ******************** I CANNOT wait up to 2 weeks and possibly more to get a new phone. The day before I went into the store, they had just taken $130 out of my account for the monthly family plan fee. I am only wanting that $130 returned as I had to go with another company to have a phone immediately. Plus, the $217.97 that I paid for the ******** RAZR 5G. I did call the warranty department and the man on the phone was very unpleasant, unconcerned, and I suddenly heard silence! He had asked for my email to mail me a shipping label. He never emailed me the label not did he attempt to call back. At that point, I could only answer the phone if it was in a closed flip position.
Business Response
Date: 05/17/2024
May 15, 2024

Better Business Bureau
Online Complaint

No: 21637520
Re: **************

Dear ********** ************ correspondence is in response to a complaint filed by **************. In her complaint, ************** states that her ******** Razr completely crashed due to a software issue. She attempted to go to the Cricket Wireless authorized retailer store to have her device replaced,and was advised to file a warranty claim. However, she was told that it would take two weeks to receive the replacement device. Additionally, she was charged for her monthly services a day before going into the store. ************** would like to be refunded for what she paid for the device and the last month of service she paid for, as she switched carriers to obtain a new device.

We contacted ************** on May 4, 2024,to discuss her complaint. After reviewing her account, we found that her Cricket Wireless account was canceled on April 18, 2024, after she ported her number out to a different service provider. We explained to ************** the warranty process for shipping a replacement device takes two business days to receive the replacement device. She added that she cannot be without her device for even one day.

We offered her a refund of the last month of service paid for her Cricket Wireless. She inquired about a refund for the value of the ******** Razr. We advised ************** that her device was not eligible for a refund, and she could use the warranty process. Additionally, we shared the Cricket Wireless Returns & Exchanges policy that states: Cricket 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:**********************************************************************************************.

While providing ************** with the expectations regarding the refund of the last month of service, the call ended abruptly. We were not able to confirm if ************** would accept the last payment refund; therefore, no further action has been taken. 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:04/26/2024
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 called Cricket because the voicemail indicator on my phone won't go away even though I checked & erased all messages. I then called Cricket & held for 15 minutes & told the *** that my voicemail indicator wouldn't go away. She had NO idea what I was talking about. I asked her to escalate the call. She came back & said to continue to hold as she was trying to do something (I couldn't understand her) then she disconnected ****** could only make emergency calls. SHE DIDN'T EVEN TRY TO CALL ME BACK! I am at WORK & don't have time for this.
Business Response
Date: 06/03/2024
June 3, 2024

Better Business Bureau
Online Complaint

No: 21631045
Re: *******************

Dear ********** ************ correspondence is in response to a complaint filed by *******************. In her complaint, ************ states she contacted Cricket Wireless customer care because, even though she has checked and erased all her voicemail messages, the voicemail indicator will not disappear from her device. She states that the representative who assisted her did not understand the issue when she explained it. She requested to escalate the call. The representative asked her to continue holding on the line as she was working on her account, and suddenly the call was disconnected. ************ adds she then was only able to make emergency calls and did not receive a callback. She is requesting a resolution to her issue.

We sent ************ an email acknowledging her complaint on May 10, 2024, she responded the same day and shared that she had already received assistance with her concern and reached an agreement. She confirmed that she does not need any additional assistance from Cricket Wireless.

We want to assure ************ that keeping our customers satisfied is a top priority for **********************. ********************** takes pride in our customer experience and is committed to providing excellent customer service with every customer interaction. We value her feedback and apologize for any inconvenience.

Kind 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:04/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a defective device and Crucket warranty will not send a hard copy of a return shipping label to exchange the device for a replacement. It's been over a month and I have been told that one will be provided by ***** My last call to the warranty department was yesterday and I was told that they do not do that.im disabled and cannot get to the *** store or the ability to print a copy of the label. I'll be providing a complaint to the federal government for a violation of the Americans with Disabilities Act.
Business Response
Date: 05/20/2024
May 20, 2024

Better Business Bureau?
Online Complaint??

No: 21629699
Re: *******************??

Dear Sir/Madam,??

This ************** is in response to a complaint filed by *******************. In his complaint, ************ states he purchased a defective device, and ********************** return center will not send him a hard copy of the return label to exchange his device. He reports that it has been over a month, and he was told one would be provided by ***** He states his last interaction with the return center was the day prior filing his complaint. He was advised we would not be able to send him a return label. *********** explains that he is disable and cannot visit a *** store nor is able to print a copy of the label. He is requesting assistance to resolve his issue.

We contacted ************ on April 29, 2024, to discuss his complaint. ************ confirmed he would like to receive a physical return label to replace his device because he is not able to print it nor visit a *** store. We shared with ************ that we would further investigate his request and we scheduled a call back to confirm if a physical return label can be mailed to the address of his choice.

On May 9, 2024, we contacted him back. He informed us that he had decided to purchase a new device from our ********************** website and confirmed he completed the activation of his device successfully. He shared that his new device is working correctly and stated that he does not require further assistance from Cricket Wireless.

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

Regards,

Cricket Wireless ?
Office of the President??
***************************************** NE?
*******,** *****
Customer Answer
Date: 05/20/2024

Complaint: 21629699

I am rejecting this response because:
The issue should have been resolved without my purchase of a new device. I made the purchase because I wanted an upgrade. Not because I needed to. The company should have had something in place before I had to contact the BBB. I feel that I should have something from Cricket Wireless as an apology for having the issue to begin with.

Sincerely,

*******************
Business Response
Date: 05/27/2024
May 27, 2024

Better Business Bureau
Online Complaint

No: 21629699
Re: *******************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by *******************. In his rebuttal, ************ states that his issue should have been resolved without the need to purchase a new device. He adds that he made the purchase not based on needs but because he wanted to upgrade his device. He states ********************** should have a resolution before he had to contact the Better Business Bureau (BBB). ************ is requesting a compensation as an apology to the issue he experienced.

We contacted ************ on May 21, 2024, to discuss his complaint. After authenticating his account, we shared with *********** that we applied a one-time courtesy credit to his Cricket Wireless account that will cover a full month of service due to the difficulties he experienced attempting to complete the replacement process of his old device. We value his feedback and apologize for any inconvenience.

Mr. **** expressed to be satisfied with the resolution and confirmed he did not need additional assistance from Cricket Wireless.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,** 30319
Customer Answer
Date: 05/27/2024

Complaint: 21629699

I am rejecting this response because: After checking my account, even CSR cannot see the extra month credit. I should not have to pay until Aug 2024. I had already paid the June 2024 to July 2024 period.

Sincerely,

*******************
Initial Complaint
Date:04/24/2024
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 am a current customer with ********************** and wanted to add a 3rd line for my youngest son on 4/15/2024. The customer service representative online placed my order and charged me $20.71. He said I would receive my Sim card in 2 business days. I received an order number **************** and a *** tracking number. It's been a little over a week and I still haven't received this. I tried to reach out to *** and was unable to get a real person. It stayed in shipping status. I requested notification updates and filed a claim. Today I received an email saying I need to activate my phone soon or my order will be cancelled. I talked to two more representatives and they weren't helpful. Both said to take it up with *** and only kept giving me my tracking number again. I requested a refund or for them to ship out another one and they refused to do anything else about it. I even spoke with a floor manager and **** wasn't helpful. He offered no resolution. I told him I will now have to go to a retailer and they will re-charge me for the *** card with an added fee and they still didn't offer a fee waive or refund. I also had to file a claim with *** for a lost package.
Business Response
Date: 05/17/2024
May 19, 2024

Better Business Bureau
Online Complaint

No: 21620482
Re: *******************************

Dear ********** ************ correspondence is in response to a complaint filed by *******************************. In her complaint, ******************** states she wanted to add a third line to her account. She placed her order online and was charged for the *** card. Additionally, she received the tracking number for the order and was supposed to receive her order within two business days.However, one week went by, and she has not received the *** card. Furthermore,she mentions that she spoke to two different representatives regarding this issue, but to no avail.

We contacted ******************** on May 6,2024, to discuss her complaint. We apologized for her order not shipping and explained we would further investigate the incident. While reviewing her account, ******************** confirmed she was able to complete the activation of her third line on May 4, 2024. She completed the activation at a Cricket Wireless store. We confirmed all her lines are working correctly. We offered to provide ******************** with a one-time courtesy credit for her time and inconvenience;she accepted our offer.

We thank ******************** for her business with Cricket Wireless and communication.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 05/17/2024

Better Business Bureau:

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

Sincerely,

*******************************
Initial Complaint
Date:04/23/2024
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.
My significant other and I bought new phones through this retailer on March 24, 2024. The person selling us the phones was involved with several other customers at the same time she was setting up our phones and failed to explain how much the monthly cost would be and when we found out, we decided to transfer our phones to a different company. Calling the Cricket customer service line, in order to check if the phones were locked, resulted in a 15 minute wait until the representative answered and then proceeded to tell me that my phone (that I was calling from) needed to be connected to Cricket in order to help me. I told him that it was, as I was using it, and he then hung up on me. The next day, we went to the retailer we bought the phones from and the employee told us that she could not tell us if the phones were locked and that I had to call customer service. She did look the phones over and suggested that they didn't appear to be locked. I called the customer service line again on April 22, 2024 and waited another fifteen minutes to talk to a representative who told me that it was Cricket policy to keep the phones locked for six months, even though they are completely paid for. I then asked if I could return the phones for a refund since I no longer wanted their service and he said no because I had used them. I asked to speak to a supervisor and was again put on hold. After being on the phone for 40 minutes and 34 seconds, I hung up. My significant other called the store that we purchased the phones from to ask about options and the sales person hung up on him after he explained the issue. We paid $639.49 for the two phones less than a month ago and now, unless we stay with Cricket and pay almost four times what the other company is charging, the phones will be useless and the money wasted.
Business Response
Date: 05/17/2024
May 14, 2024

Better Business Bureau
Online Complaint

No: 21610603
Re: *****************

Dear ********** ************ correspondence is in response to a complaint filed by *****************. In her complaint, ************** states that she and her significant other purchased new devices from a ********************** authorized retail store on March 24, 2024. The store representative, who was attending to several other customers simultaneously, failed to inform her about the monthly costs. Upon realizing the expenses, she decided to port her wireless phones to a different company. She then contacted Cricket Wireless customer care center to inquire if the devices were locked. After a prolonged wait, she was informed that her device needed to be connected to Cricket Wireless in order to get assistance before the call disconnected unexpectedly. Subsequently, ************** visited an authorized retail store where a store representative informed her that the devices appeared to be unlocked but advised her to contact customer care again for confirmation. On April 22, 2024, she reached out to customer care and was briefed about the ********************** unlock policy. She inquired about the possibility of returning the devices for a refund, However, after another lengthy waiting period, she chose to disconnect the call. Ms. **************** other contacted the authorized retail store where they purchased the phones to discuss potential solutions, but the call concluded shortly after he described the situation. ************** is seeking assistance to resolve this matter.

We contacted ************** significant other, ****, on April 25, 2024, to discuss the complaint. After reviewing their account, we discovered that they had used the devices with ********************** network for one month after they purchased the devices and activated service on March 25, 2024. We explained to her significant other the portion of the Cricket Wireless device unlock policy that addresses the six-month tenure within the terms and conditions of service. Cricket Wireless Terms and Conditions can be found at: ******************************************.

Although Ms. ***** devices did not meet the Cricket Wireless unlock requirements, we made an exception and processed the unlock for her devices. We requested they reboot both devices.**** confirmed the devices did not show any network restrictions on her devices.He expressed that he was satisfied with the resolution we provided and did not need any other assistance from Cricket Wireless.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Initial Complaint
Date:04/22/2024
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.
My girlfriend and I purchased two iPhone 12s from cricket wireless LLC in ***********. We paid $630 for two phones and nowhere at any time. Did the sales lady say that we would have to have our phones connected for a minimum of six months before they would unlock our phones, even though we bought the phones.
Business Response
Date: 05/16/2024
May 11, 2024

Better Business Bureau
Online Complaint

No: 21610486
Re: *******************

Dear ********** **************** correspondence is in response to a complaint filed by *******************. In his complaint, ************** states that he purchased two Cricket Wireless devices from an authorized retail store and paid $630 for both devices. He also mentioned he was not informed by the sales representative that he would need to have his service active for six months before he could unlock them. ************** further stated that his devices should not be locked and is asking for a resolution to his issue.

We contacted ************** on April 25,2024, to discuss his complaint. After reviewing his account, we discovered that he had used the devices with the ********************** network for one month after he purchased the devices and activated service, on March 25, 2024. We explained to him the portion of the Cricket Wireless device unlock policy that addresses the six-month tenure within the Terms and Conditions of Service. Cricket Wireless Terms and Conditions can be found at: ******************************************.

Although Mr. ****** devices did not meet the Cricket Wireless unlock requirements, we provided an exception and processed the unlock for his devices. We requested that he reboot both devices;he confirmed the devices did not show any network restrictions on his devices.************** expressed that he was satisfied with the resolution we provided and did not have any other questions.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Initial Complaint
Date:04/22/2024
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 April 20, 2024 i was supposed to get a new cellphone from Cricket :but, instead i got a used phone where a couple of things had been used and the phone was being controlled by someone else who had phone previously, so the phone wasn't working right, and the rep. gave me a area code of 629 which i don't know where this area code belongs to!!!It has been a complete disaster trying to exchange this phone with Cricket!!!!The next day after getting phone, i tried to exchange phone with receipt but ******* refused saying it wasn't in box, and she charged me for a sim number and to change phone number when i told her that Cricket employee gave me strange number that doesn't work!!!!!The next day the guy refused to exchane because the charger wasn't in box and he says they have no hotspots!
Business Response
Date: 05/16/2024
May 14, 2024

Better Business Bureau
Online Complaint

No: 21609835
Re: *****************************

Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In her complaint, ******************** states that on April 20, 2024, she purchased a device from **********************, which was expected to be new. However, she noted that the device had been previously used and appeared to be controlled by someone else. She also mentioned the phone was not functioning correctly. Additionally, she is uncertain about the area code assigned to her phone. ******************** asserts that she attempted to return the device the next day after her purchase, along with the receipt; however, the Cricket Wireless store representative refused the return because the phone was not in its original box. The same representative charged for a new SIM card when she requested a number with her area code. The day after, she attempted to return the device again, the return was refused because the device charger was not included the box.

We contacted ******************** on April 25, 2024, to discuss her complaint. After reviewing her account, we advised her we would process an exchange for her device. We confirmed a new device would be mailed to her, and we provided the steps for returning her original device. Furthermore, we offered a one-time courtesy credit for her time and inconvenience. ****************** agreed and accepted our offer. We scheduled a follow-up call with her to activate the new device, once it was delivered.

We attempted to contact ******************** on April 29, 30, May 3, and 6, 2024, to complete the activation of the new phone, but were unsuccessful. On May 7, 2024, we emailed her explaining how to complete the activation. Additionally, we set expectations with her that the old device must be returned within 30 days.

If ******************** needs additional information or has any questions regarding the return of her device, she may contact *******, Cricket Wireless Office of the President ******* at ************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:04/20/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted customer service and wanted to make a bridge payment for my account. I inputted the information for my card and it did not work. Transferred to customer service and they said the card was not going through. A customer service representative told me to call my bank and make sure there was nothing wrong on the banks end. I did call and there was no issue on my banks side. I wanted to speak to a manager to see if there was something wrong on cricket's end and the manager told me there is never anything wrong on their end I began to tell him that there must be since my card is active, there is funds in my account, I purchased something previously and it went through with no issues and when I tried to bring up the issue would be at his end he told me no there is no issue at crickets end and he will not talk about that any longer.
Business Response
Date: 05/14/2024
May 14, 2024

Better Business Bureau
Online Complaint

No: 21603430
Re: *************************

Dear ********** ************ correspondence is in response to a complaint filed by *************************. In his complaint, **************** states he wanted to set a Bridge Pay extension for his account. He adds that he processed the transaction; however, his card did not work. According to ****************, he was transferred to a customer care representative, who stated that his card was not going through. The representative advised him to reach out to his bank.Furthermore, he states he contacted his bank, and they explained there were no issues with his card. He spoke to a manager and was advised that there was no issue with Cricket Wireless payment systems and they would not discuss it any further.

We contacted **************** on April 24,2024, to discuss his complaint. After reviewing his account, we explained to him that we found two failed transactions. We clarified that these transactions did not process because his card showed insufficient funds for the payment. We explained that when his transaction failed, his payment method was declined,and this did not allow Cricket Wireless to process the amount needed to set up his Bridge Pay extension. We confirmed that he submitted a full payment for $106,and his services are working correctly.

We applied a one-time courtesy credit to his account for his time and inconvenience. 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 his experience to our call center executive leadership team and assured him they will investigate further with the manager and representatives.

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

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 05/17/2024

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:04/20/2024
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'm leaving Cricket and porting my number out. I spoke with ************** I asked that my plan be move to a $30 plan. I understand that I still needed to pay my bill because I was waiting for a new device and my bill was due. ************ informed me that he couldn't change the plan because the porting had began. I went on to the website later on to pay my bill to avoid interruption in service because I needed my phone for work. I got an error message 5x that would not allow me to make a payment. I called to make a payment over the phone. That was also unsuccessful tried that 3xs this all occurred on the 18th I was offered to use bill bridge which I would have paid $25. I accepted that and it would not allow me to pay. I had to wait until the next ,Morning and try again I was forced to pay $65 at 7:30 am inorder to receive a work call at 8am. I'm told that there is nothing I can do that I just forfeit the money paid.
Business Response
Date: 05/14/2024
May 9, 2024

Better Business Bureau
Online Complaint

No: 21602786
Re: *********************************

Dear ********** ************ correspondence is in response to a complaint filed by *********************************. In her complaint, ********************** states that she is leaving Cricket Wireless and porting her number out. She spoke with a Cricket Wireless representative and requested her service plan be moved to the $30 plan. She understands that she still needed to pay her bill because she was waiting for a new device and her bill was due. The Cricket Wireless representative informed her that the plan could not be changed because the porting process had begun. She accessed her account online to pay her bill to avoid interruptions in service, as she needed her device for work. ********************** asserts that she received an error message, preventing her from processing a payment. She then called the Cricket Wireless automatic service to pay her bill but was also unsuccessful. A customer care representative offered the option to set up BridgePay to make a partial payment of $25, which she accepted, but the payment was not processed either. She waited until the next day to pay, and she ended up paying $65.00 to receive a work call. ********************** is requesting a resolution to this issue and a refund.

We contacted ********************** on April 23,2024, to discuss her complaint. After reviewing her account, we discovered that her service plan could not be changed because her number was in the process of being ported to a different carrier. We found the payments she attempted to process did not go through due to issues with her credit card, and her wireless accounts bill cycle started on April 18, 2024. Two days later, she ported her wireless number to a different carrier on April 20, 2024. We apologized to ********************** for the inconvenience she experienced while attempting to process her payment.

On April 25, 2024. We confirmed to ********************* that last payment she processed for her Cricket Wireless account on April 18, 2024, has been reversed to the payment method used to process the payment.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Customer Answer
Date: 05/14/2024

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,

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

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