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

  1006 SW Military Dr San Antonio, TX 78221-1531

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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

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:04/19/2024

  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 brought my phone from them and it keep turning off and rebooting back up randomly. I went back to them to see if I can get a new phone or have them replace the phone since I did get it from them and was told it's nothing they can do, if it's a brand new phone why it is turning off and back on at will.If I purchase something anything from a business the products should work more than 3 weeks before having any problems with the product

  Business Response

  Date: 05/11/2024

  May 10,2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21598535
  Re: ***************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In his complaint, **************** states he purchased his wireless device from ************************** it randomly keeps turning off. He visited the same Cricket Wireless authorized retail store to inquire whether he could get a new device or have it replaced and was told there was nothing that could be done with it. He asserts that,as a brand-new device, it should not be restarting, and it should function for more than three weeks before presenting any defects. **************** is requesting assistance to resolve this issue.
  
  We contacted **************** on April 25, 2024, to discuss his complaint. We confirmed his device does not have physical damage or water damage. We determined his device has a manufacturing defect and advised **************** about our Cricket Wireless warranty policy. We encouraged him to file a warranty claim, as his wireless device is eligible for a warranty exchange.
  
  On May 8,2024, **************** confirmed he received his replacement device. We offered assistance with the activation process, but he confirmed he has a different service provider now and he has decided not to activate the replacement device with **********************.
  
  We thank **************** for his communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:04/15/2024

  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 always have an issue with cricket anytime I call about my bill they take my ACP off of my account initially and they also change my language to Spanish so that i cant understand the messages or when i call in the customer service is not helpful at all and can be very rude at times. i don't understand the acp pays cricket but yet they are not applying the acp to my account they just accuse me of unenrolling but it is them in fact unenrolling me i also have a big issue with getting my transfer pin i have tried it on the site and over the phone still no assistance at all they also started doing something with my phone saying it was not compatible my phone been with cricket over a year its ridiculous

  Business Response

  Date: 05/08/2024

  May 6, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21578986
  Re: *******************************
  
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *******************************. In her complaint, ******************** reports that whenever she contacts Cricket Wireless customer care regarding her bill, her Affordable Connectivity Program (***) benefit is removed from her account, and the language settings are changed to Spanish. Consequently, she cannot understand the text messages sent to her. She further states that Cricket Wireless is not correctly applying the *** benefit to her account and continuously unenrolls her. Additionally, she mentions that Cricket Wireless has provided her with her Number Transfer PIN (NTP). ******************** is requesting a resolution to these issues.
  
  We contacted ******************** on April 16,2024, to discuss her complaint. After reviewing her account, we discovered that her *** benefit had been transferred to a different provider, which has happened a total of three times in 2024. The benefit transfer process is initiated at the customers request by the other provider. We assisted ******************* in transferring the *** benefit back to her Cricket Wireless account and confirmed it is now active. We advised her to contact the *** administrator for further details on why her benefit had previously been transferred and provided her with their contact information.
  
  We explained to ******************** that the *** program is winding down at the end of April 2024, due to lack of government funding. To help with this transition, she will be receiving a courtesy credit of $15 for three months on her account, beginning in May. We also shared information with her about a new rate plan for $15/month that includes unlimited calls,text messages and 1GB of mobile data. She mentioned she needs unlimited high-speed data for work and GPS navigation.
  
  In addition, we confirmed with ******************* that her text message settings are set to English on her account and verified with her that her internal phone settings were also correct. Lastly, we created a case to request her NTP and on April 26, 2024, she shared with us that she no longer wants the **** therefore we closed the case.
  
  We trust this resolution addressed all of Ms. ********* concerns.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:04/15/2024

  Type:Billing 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 am a Cricket Wireless customer. In March 2024 I moved out one of my lines to another provider. A few days later I moved in a line from another Cricket customer, and then moved out this line to another provider. This happened close to when my billing cycle begins and ends. Cricket charged me money for all this. They also suspended my account because there was a payment due, even though they automatically charge my card every month. None of the representatives can coherently explain why I was charged as much as I was or why my account was suspended. They just give abstract explanations without explicitly tying them to my account, and then they hang up or close chat session. I'd like someone from Cricket to contact me so that we can go over the changes, the payments and the charges to make sure everything is correct and makes sense.

  Business Response

  Date: 04/15/2024

  AT&T has confirmed that the matter involves Cricket Wireless Services. Transferring complaint to be addressed by Cricket Wireless.

  Business Response

  Date: 05/09/2024

  May 8, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21572305
  Re: ***********************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***********************************. In his complaint, **************************** states that in March 2024, he ported one of his wireless numbers to another provider. A few days later he moved an existing Cricket Wireless number to his account and then ported this line to another provider. He mentions these changes happened close to his accounts due date and he was charged for each change. Additionally, **************************** states his account was suspended for non-payment, even though he is enrolled in Auto Pay. None of the representatives he has talked to have been able to explain the charges or the suspension. He is requesting to be contacted to review the changes, payments,and charges made to his account.
  
  We contacted **************************** on April 23, 2024, to discuss his complaint. After reviewing his account, we discovered that during Februarys billing cycle, he already had five active lines, which is the maximum number of lines eligible for a group save discount. We confirmed the port out of one of his numbers and the addition of a different wireless number to his account within the same billing cycle.  
  
  **************************** added he was charged $38.67 to change the rate plan from a $15/month plan to a $55.00/month plan. We explained to him that the group save discount was not applied to this number as it can only be applied once per billing cycle and was already applied. Therefore, a full payment was required to complete the rate plan change.
  
  On March 13, 2024, Auto Pay processed a $77.33 payment which would cover his monthly bill. He ported out the number on March 14, 2024, the same date as his billing due date. This change generated the remaining amount due of $27.33. This amount due was not paid on time, suspending his account on March 15, 2024. He reactivated his account by making the payment for the additional charges.
  
  We confirmed that the multiple transactions processed within the same billing cycle on his account created a system error that impacted his balance information. We applied a courtesy credit to his account for the additional charges he paid. **************************** confirmed his understanding of the explanation we provided and accepted the credit.
  
  We thank **************************** for his communication.
  
  
  Kind Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

  Customer Answer

  Date: 05/13/2024

  I would like to request a few more days to confirm everything is settled - I am waiting for my Cricket bill to close so that I can see all the credits and charges. Cricket billing system doesn't show any new charges or credits posted since last billing cycle until new billing cycle starts, which for me is 15th of every month.

• Initial Complaint

  Date:04/15/2024

  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 bought a phone with cricket wireless and had service with them over a year they are not letting me unlock my phone . I put an insurance claim in and got a new phone but they will not let me transfer my number over.

  Business Response

  Date: 05/08/2024

  May 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21576039
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In this complaint, **************** states Cricket Wireless is not allowing him to unlock a device he bought and used for over a year. He adds that he made an insurance claim and replaced his device but is still not able to port out his number. **************** is requesting a resolution to this issue.
  
  We contacted **************** on April 19,2024, to discuss his complaint. After reviewing his account, we explained to **************** that the device he has requested to be unlocked does not meet the requirements of the Cricket Wireless unlock policy. We shared with him that his device needs to be active with paid service for 11 more days to meet the unlock policy, since his device only unlocks through myCricket app.
  
  The Cricket Wireless unlock policy can be found at: www.cricketwireless.com/legal-info/device-unlock-policy.html . The policy states that Cricket Wireless will provide an unlock code once the following requirements have been met:
  
  The device you want to unlock has been active for at least six months of paid service on that device.
  The device is designed for use on and is locked to Cricket's network.
  The device has not been reported lost or stolen.
  The device is not associated with a fraudulent account.
   
  We offered to mail **************** a SIM card to his home address and help with the activation of a new wireless number at no cost to complete the tenure required of his device. **************** accepted our offer. We activated his device and provided him with the date to complete the unlock process through MyCricket app once tenure has been met.
  
  We trust this resolution addressed all Mr. ******* concerns.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:04/13/2024

  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.

  Corporate Contact Refusal The following is a serious complaint due to the repeaded refusal of several Cricket Wireless staff members with regard to providing me with a direct corporate contact upon request. On 04/11/23 and 04/12/23, I made several calls to Cricket costumer care in order to remedy a billing situation, which stemed from a misunderstanding. I provided my side of the story and each rep, as well as their supervisors, showed me nothing but poor custumer service. After realizing nothing could be solved, I requested a direct contact with the corporate office. It was at that time that I was repedeadly informed by the supervisors who took my call (****, ***, ***) that there was no direct corporte contact that they could provide me with, nor was there anyone higher than them to take the call. I also requested reference numbers for the phone calls I endured, and was ademetly denied as well as misguided, repeadely. Not only do I believe this is unethical and unfair, but I believe it is illegal, and it is a violation of federal consumer right laws; hence, I am reporting a formal complaint, and demanding deciplinary feedback along with a penalty. I would like to also add that I visited a local Cricket store, and was also denied a corporate contact by the store manager. I have since closed my account and will never be a Cricket Wiress costumer again.

  Business Response

  Date: 05/08/2024

  May 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21571764
  Re: *******************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *******************************. In his complaint, ****************** states he contacted Cricket Wireless customer care several times between April 11 and 12, 2024, seeking assistance with a billing issue. After explaining the incident to multiple agents and supervisors he noticed that nothing could be resolved. Therefore, he requested a contact number for the Cricket Wireless corporate office but, was informed that no such information was available, nor was there someone higher to speak with. ****************** states he was also denied a reference number for his calls,which he believes is unethical and unfair. He further explained that he visited a Cricket Wireless store and requested, one more time, a direct number for the corporate office, but the same outcome was reached. ****************** is requesting feedback along with a penalty as he thinks this is a violation of federal consumer rights law.
  
  On April 15, 2024, ****************** replied to our initial response and provided additional information regarding the billing incident. He informed us that he set up a Bridge Pay on April 5, 2024,and it was his understanding that he would need to pay the remaining balance seven days after initiated. He states his services were suspended due to non-payment and found that the payment was required on the sixth day. ***************** added he already closed his account.
  
  We attempted to contact ****************** on April 17, 22, and 25, 2024, but we were unsuccessful. To investigate ***************** concerns further, we need to be able to communicate with him. Should ****************** still require assistance, he may contact *****, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:04/12/2024

  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.

  The cricket wireless, sold me a S8 ******* with insurance to be replaced if stolen or lost or damaged it was stolen they said they know I got there service and don't want to honor the contract they keep given me access.and they don't want to replace the phone so i want my refund ..the lady said you didn't pay the bill, it was a pay as u go not a billing sico.so i want my refund of $1070.00 can you help me ??????

  Business Response

  Date: 05/07/2024

  May 7, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 21566804
  Re: *****************************
  
  
  Dear Sir/*****,  
  
  This correspondence is in response to a complaint filed by *****************************. In his complaint, ****************** states that Cricket Wireless sold him a ******* S8 device with insurance that would allow him to replace the device if it were stolen, lost or damaged. He adds that his device was stolen and has not been able to receive a replacement. ****************** is requesting a refund of $1070 for the device.

  
  We contacted ****************** on April 15, 2024, to discuss his complaint. We explained to him that to locate his account and complete an investigation of his concern, we require his Cricket Wireless number, account number and/or IMEI number of the device that was active on his account. ****************** informed us that he does not have any of this information. We attempted to search for his account by his name and have not been able to locate an account for *****************.

  
  On April 18, and April 22, 2024, we contacted him again to determine if he recovered any of his account information. He confirmed he was not able to gather the information of his account. Should ****************** still require assistance and finds his wireless number, account number and/or information of his device,he may contact ********, Cricket Wireless Office of the President ******* at ************.
  We thank ****************** for his communication.
  
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,** 30319

• Initial Complaint

  Date:04/10/2024

  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 02/03 I personally went to the Cricket store in ******, *** to buy an iPhone 15 pro *** for the amount of ******* dlls. which was paid in cash. When the cell phone arrived at my home, the cell phone had a fault in the camera and I went to return it on 03/07. The person who returned it asked me for a card so that what I paid for the cell phone could be deposited there (*******dlls) and he told me that the money would be reflected in my account within 7 days, then I went to the bank and my account has been closed since 12/26/2023 due to inactivity and that the deposit for the return of the cell phone never arrived since There is no active account since that date (12/26/2023) and the bank gave me a sheet where the movements come and the day the account was definitively closed, after that I went to the store and took them the proof that the bank never received any deposit, in the store *************************** told me that she would notify her manager *********************** of my situation so that they could resolve the return of my money, they asked me to call customer service at number 611 and they I made it more than 7 times and the people who assisted me made a complaint but I always got the same response that it is the bank's problem and that they cannot give me a solution, that they only handle online payments or card payments and my situation does not It falls into neither of the two categories. After that I went to the store again to say what they told me on the line (611) and present my documents to see if they would resolve me now and they told me that they cannot do anything since in their system it appears as a deposit made and that the bank has the money which is not possible since there has not been an account since 12/26/2023 as I showed in my documents. It has been more than a month since the cell phone was returned and they have not returned my money.

  Business Response

  Date: 05/01/2024

  April 30, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21559828
  Re: *******************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *******************************. In her complaint, ******************** states on March 2, 2024, she visited a Cricket Wireless Authorized Retail store in ******, ** to purchase an iPhone 15 Pro **** She paid $1298.37 in cash. Upon receiving the device, she encountered a camera issue and returned it to the store on March 7, 2024. The store representative requested a card to process the refund and informed her that the money would be reflected in her bank account within 7 days. ******************** then visited her financial institution and was informed that her bank account had been closed since December 26, 2023. She was given a statement showing the transactions and the date her bank account was closed.  Subsequently, she returned to the store and provided proof that her financial institution had not received the refund. The store representative told her that they would notify the store manager and advised her to contact Cricket Wireless customer care. She did so more than seven times, but she received the same response each time. It has been more than a month since the device was returned, and she has not yet received the refund. ******************** is requesting assistance to resolve this issue.
  
  We contacted ******************** on April 15,2024, to discuss her complaint. She confirmed that she went to the Cricket Wireless Authorized Retail store on April 12, 2024, and received the full refund of the device in cash.
  
  We thank ******************** for her communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

• Initial Complaint

  Date:04/10/2024

  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 4-3-24 I went to ******* to buy a $30 refill cricket wireless card and when I got home I tried to call to add it to my phone *************) but it wouldn't work so I used my wife's phone to call customer service and the lady added the refill card to my account then told me it wouldn't work until I payed a $5 reactivation fee so I went to put money on my card and tried to pay the fee on the app and it said account cancelled so i called again and was told nothing could be done then was transferred to management and he said i needed a new account then they could transfer the $30. I went to my local store and he said a new account would be $85 or I could buy a new phone and have it activated so they could transfer my $30 so I bought a new phone and called to have it activated and kept getting told I needed to spend another $30 to add another card then they could transfer it after. They then halfway activated the new phone but it doesn't have a phone number linked to it or any time added to it. The new phone IMEI is ***************. For 5 days I have called several times and kept being told they will call back but never do also got hung up on 3 different times. The last time I called they told me that all of a sudden there is no $30 on the account to even transfer! So where did my money go because I have all the proof, even the boy at my local store will remember helping **** want the new phone activated the rest of the way with the $30 transferred to it and they should credit me at this point because this is horrible customer service! I have never dealt with such a horrible deal with a company before this and I see now why they have a 1 star rating! I can't believe after so many days and hours talking to multiple employees they are trying to say that there is no $30 credit to the account,so someone is stealing money then and that is theft and illegal! All together I spent $30 refill card,$70 on a new phone, and $5 reactivation fee and still don't have a working phone

  Business Response

  Date: 04/30/2024

  April 25, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21559739
  Re: *********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************. In her complaint, ************** states she purchased a $30.00 Cricket Wireless refill card but was unable to redeem it. After contacting Cricket Wireless customer care, a representative helped her by adding the refill card to her account but informed her that the service would still not work until she paid a $5 reactivation fee. She attempted to make the payment using myCricket app and received a message stating the account is canceled. She then called customer care again and was advised that she would need to create a new account and, once active, the $30.00 payment would be transferred. ************** went to the local store and was advised there that the new account would cost $85, or she could buy a new phone and have it activated so the $30 could be transferred. Following the advice, she purchased a new device as advised and has called several times for assistance on the activation and the payment transfer to no avail. She states she still does not have a working device after spending days and hours requesting assistance. ************** is requesting a resolution to her issue.
  
  We contacted ************** on April 13, 2024, to discuss her complaint. After reviewing her account, we discovered that her wireless number was suspended due to non-payment on January 26, 2024,and then canceled on February 26, 2024, since it had not replenished. Her refill card was redeemed and applied to her account on April 3, 2024, by which time her wireless number had already been recycled and could not be restored.She was not informed she would not be able to reactivate her number before making the payment.
  
  We assisted ************** in completing the activation process for her new account at no cost and provided her with two free months of service. We apologized to ************** for the misinformation and the unsatisfactory customer service she experienced. We want to assure her that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service. We have escalated her experience to our team leadership to investigate further with the supervisor and representative.
  
  Before closing our discussion,************** confirmed her new device and service are working as expected and is satisfied with the resolution provided.
  
  We thank ************** for her communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:04/10/2024

  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 3rd I purchased a new Moto g stylus 5G - 2023 phone, and the unlimited 5G plan with HBO *** streaming, 15 GB hotspot data, and 150 GB cloud storage from cricket store # *** The sales associate's name was ******* she was working by herself in the store so during my entire purchase process she was speaking to other customers as they came in.When she took my current phone to transfer everything to my new phone I watched her take the tray holding the *** and ** card out of my old phone and move the cards to the new phone she left the tray from the old phone sitting on the counter as she activated the new phone and proceeded to transfer the apps, and data to the new phone, by then she had 3 other customers waiting to be helped so ******* begin talking to them and trying to complete my purchase and data transfer at the same time, when ******* finished with me she put all of my items in a bag. That evening when I went to give my old phone to my daughter I noticed the tray that holds the ** and *** card was missing the next day I went back to the cricket store to get the tray but ******* was off and the other staff could not find it so they asked me to come back the next day when ******* was working so I did but ******* was unable to find it and she said it may have gotten thrown away when they cleaned the store that night I reminded her that I told her I was giving the phone to my daughter and it would not work without a tray to hold the Sim and ** card so if they could not find it they needed to replace it. I spoke to ******** the store manager and she said they would not purchase a tray for my phone then I requested that she contact the corporate office ******** then made a phone call and said she had just spoken to the district manager and he said they would not purchase a tray I asked his name but she would not give it to me. This tray was lost by their employee it costs $25 plus tax to replace it and I think cricket should pay for the replacement.

  Business Response

  Date: 05/01/2024

  April 29, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 21558340
  Re: ********************************; 
  
  
  Dear Sir/Madam,  
  
  This ************** is in response to a complaint filed by ***********************************. In her complaint, ******************** states on April 3, 2024, she purchased a new ******** moto g stylus 5G 2023 and the unlimited 5G plan at a Cricket Wireless authorized retail store. She adds that, while the sales representative was transferring everything to her new device, she observed the representative removing the *** card tray from her old device and leaving it on the counter. After assisting her with the process, the representative placed all items in a bag. ******************** further states that later that evening,she noticed the tray that held the *** card of her old device was missing. Upon returning to the authorized retail store, she discovered they were unable to locate the *** tray. Additionally, after speaking with the store manager, she was informed that they would not be able to provide her with a new *** card tray. Lastly, she notes that the replacement costs $25.00 plus taxes and believes Cricket Wireless should cover the cost of the replacement. ******************* is requesting assistance to resolve her issue.
  
  We contacted ******************** on April 11, 2024,to discuss her complaint. She informed us she has not been able to recover the *** card tray of her old device. She found a place where she could buy it for $25.00 plus taxes and fees to replace it.
  
  We informed ******************** that a one-time courtesy credit has been applied to her Cricket Wireless account as compensation for replacing her *** card tray. We want to assure her that Cricket Wireless takes pride in our customer experience and is committed to always working to improve it. We value her feedback and apologize for the inconvenience.
  
  We thank ******************** for her communication.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,********

• Initial Complaint

  Date:04/09/2024

  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 tried to ask for a refund for the service I paid for on 3/28/2024 in the amount of $60.00 USD because my phone had broken and it was not my fault. I had spoken to the company to resolve the issue but they did nothing to resolve this issue. I also paid $315.90 USD for a ******** Razr 2023 which is the phone I am referring to that broke and I purchased it on 2/26/2024 including the first month of service for $60 USD.

  Business Response

  Date: 04/30/2024

  April 23,2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21554123
  Re: *****************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In his complaint, ******************** states he requested refund service he paid for on March 28, 2024, amounting to $60.00 because his wireless device broke, through no fault of his own. He has contacted Cricket Wireless to resolve the issue but states no action has been taken to address his concern. Additionally, he paid $315.90 for the device, which is now broken, and this amount included the first month of service. ******************** purchased the device on February 26, 2024. He is requesting a refund for both the device and the month of service.
  
  We contacted ******************** on April 15, 2024, to discuss his complaint. After reviewing his account, we confirmed he made a payment of $60.00 on March 28,2024, seven days prior to his due date. He shared that same date; his device fell and broke. On April 1, 2024, he ported his number to a different carrier cancelling his wireless account before his new bill cycle started. He contacted his financial institution and requested a payment reversal, but it was declined.
  
  We informed ******************** that a refund check for the last service payment he processed has been issued to his mailing address. We advised him to allow 10 to 15 business days to receive the refund.
  
  Lastly,we informed ******************** about our Cricket Wireless warranty policy and explained that due to the devices physical damage, is not eligible for a warranty exchange nor a refund, as more than 7 days have passed after the date of purchase. More information can be found at *********************************************.
  
  We thank ******************** for his communication and trust this resolution addressed his concern.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***********************************. NE
  *******, **********