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

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  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:03/26/2024

  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 accidentally made an overpayment on my account on March 18 in the amount of $68.98. I called Cricket to have that money refunded to the card I used and they told me no. I would like this money refunded to my card. I dont need it kept as an account credit towards next months bill. I need my money back.

  Business Response

  Date: 04/09/2024

  April 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21490759
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, ************** states she accidentally overpaid $68.98 to her Cricket Wireless account on March 18, 2024. She contacted the Cricket Wireless customer care and requested a refund to the original payment method used but her request was denied. ************* is requesting a refund as she does not want to keep the amount as account credit.
  
  We contacted ************** on April 5, 2024, to discuss her complaint. She explained that she usually pays before her account due date and likes to pay more than her actual amount due; however,she has decided to switch her wireless number to a different carrier. We advised ************** that as set forth in the terms and conditions of service,payment and account balances are nonrefundable, transferable, or redeemable for cash.
  
  
  As a one-time exception, we processed a refund for the overpayment amount back to the original payment method. We advised her to allow from 3 to 5 business days to be reflected in her bank institution. ************** confirmed all her concerns have been answered and she did not need any additional assistance.
  
  We thank ************** for her communication.
  
  
  Kind Regards,
  
  Cricket Wireless
  Office of the President ************************************************ *******, ** *****

  Customer Answer

  Date: 04/09/2024

   
  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:03/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In mid January I was considering purchasing a phone that was locked to the Cricket wireless network. I called cricket Wireless numerous times to see if the phone could be unlocked so I could use it with my service provider. The end result was that they would require me to obtain 2 months of service from them to have the phone unlocked. I enrolled in their service for the months of February and March. I called and had the phone unlocked used my current carrier ******** on 03/21 and then found the phone to be locked again. The only reason I purchased the phone was based on the information provided by the Cricket wireless representatives. I was told that the previous owner had a little more than a month left on the 6 month requirement to have the phone unlocked and that I would have to use their service for 2 months to get the phone unlocked. I completed these requirements and they are now saying I must pay for 3 more months. I am requesting to have the phone unlocked locked or a refund of all costs

  Business Response

  Date: 04/09/2024

  March 31, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21477547
  Re: ***************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In her complaint, **************** states that in mid-January she was considering purchasing a device that was locked to the Cricket Wireless network. She contacted ************* multiple times to know if she could unlock her device to use it with her current service provider. **************** was informed by Cricket Wireless that she needed to have the monthly plan with wireless service plan for two months to be eligible to unlock it. **************** activated and paid for the monthly plan for February and March. After two months were completed, she had her device unlocked to use with her current provider. Later,she found her phone was locked again. She further states she was informed that the previous device owner had a little more than a month left to have the device unlocked and now she is required to pay for three more months of service to have it unlocked. **************** is requesting to have the device unlocked or a refund.
  
  We contacted **************** on March 26,2024, to discuss her complaint. After reviewing her account, we found that her device was previously activated on a different Cricket Wireless account for about four months, and it has now been active with her wireless number for two months, and that device meets ********************** Unlock Policy.
  
  On March 27, 2024, we contacted and confirmed to **************** that her device is now unlocked.
  
  We thank **************** for her communication, and trust this resolution addressed her concern.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ****************************************
  *******, ** *****

  Customer Answer

  Date: 04/09/2024

   
  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:03/22/2024

  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.

  I called into crickets customer service line in November 2022 requesting to cancel my sons phone service because his iPhone was stolen. I went into a cricket store March 19, 2024 and I was informed that I had still been paying for that line and cricket never canceled it. I also noticed my bill has increased from $124 to $244 since January 2024. I did add another line in December of 2023 but that should have been an additional $60 added to the regular payment of $124. I called into customer service and spoke with a supervisor named ******. Her tone and attitude was very hostile and she told me there was nothing she could do but to cancel the line today. I have been a customer since 2016. I am also on auto pay so this isnt something I paid attention to between my busy schedule being a multi business owner and other things I just felt assured and trusted that after calling in the first time, cricket would have canceled the line as requested. I feel scammed. And would like this issue resolved with a credit for the non active line.

  Business Response

  Date: 04/16/2024

  April 11,2024
  
  Better Business Bureau
  Online Complaint
  
  No:21472492
  Re:*************************
  
  
   
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, ************** states that in November 2022, she contacted Cricket Wireless customer care requesting to cancel one of her lines because the device was stolen. She states she visited a Cricket Wireless store on March 19, 2024, and the representative informed her that she has been still paying for the line because the line was never cancelled. ************** further states she noticed her bill increased since January 2024 from $124 to $244; although she added another line, her bill should have only increased $60. She adds she called into customer care and spoke with a supervisor, whos tone, and attitude was hostile and stated there was nothing they could do but cancel the line. ************** states she has been a Cricket Wireless customer since 2016, she feels like she has been scammed and is requesting credit for the non-active line.
  
  We contacted ************** on April 9, 2024,to discuss her complaint. After reviewing her account, we explained to her that we did not find a cancellation request in her account notes for November 2022,and her monthly balance changed because she added a line in January 2024. This was the sixth line on her account and the group-save discount was removed since the discount is applicable for five lines. We shared with ************** that when she cancelled the sixth line in March, the group-save discount was successfully activated again.
  
  We offered ************** a one-time courtesy credit to her account, she agreed and accepted the offer.
  
  We thank ************** for her communication and trust we have resolved her concerns.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ****************************************
  *******, ** *****

• Initial Complaint

  Date:03/22/2024

  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 purchased an A54 ******* Galaxy phone 16Mar2024 For $370 they sold me headphones with it I didn't want, told me it was part of the package I had to get. The phone stopped working two days later and was defective. I returned it today 21Mar2024 and they would only refund me $300 and refused to take back the headphones. I asked why the $70 charge and they said it was for the headphones that I did want and they would not return them even though they were unopened, it was their return policy not to take back accessories. I could understand a $25 return fee if it was not defective, yet it was defective, and I didn't want the headphones, so I'm requesting a refund of $70.

  Business Response

  Date: 04/16/2024

  April 15, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21469769
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In his complaint, ****************** states on March 16, 2024, he purchased a Cricket Wireless device for $370 and they included a pair of headphones he did not want. The representative said the headphones were included with the purchase of the device. ****************** stated that two days later the device stop working and was defective. He returned to the store on March 21, 2024, to return the defective device and headphones.However, he was only refunded $300, and the store representative explained it is the stores policy to not refund accessories sales. He is requesting a refund for $70.00 for the headphones to resolve his concern.
  
  We contacted **************** on March 26,2024, to discuss his complaint. We explained that accessories purchased from a Cricket Wireless authorized retail store are subject to that authorized retailer's return policy and more information can be found at:
  ********************************************************************************************** .
  
  We offered to apply a one-time courtesy credit to ****************** account for the headphones that were purchased,he agreed and accepted the offered. He confirmed he is satisfied with this resolution.
  
  We thank **************** for his communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ****************************************
  *******, ** *****

  Customer Answer

  Date: 04/22/2024

   
  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. Although they did not refer me to the return policy web site listed here. Instead they had the local store manager call me and offer to make a return. When I showed up the next day he offered $15 after calling the local ** for permission. I said no I wanted the $70 I was promised when he called the day before, he then offered $40 after calling the ** again, I said no again. After an hour I left and had to work with the corporate office again. Working with the corporate office we finally resolved the credit issue after weeks of alternate offers of resolution. This business should get an F for a rating if they ever get one. The local store should not be allowed to run a scheme and rob 26 people a day for $70 in accessories every time they sell a phone.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/20/2024

  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.

  Cricket has repeatedly showed one amount for a bill, which I had paid then I get turned off due to not paying the amount due. On March 3 I talked to an online representative since my bill showed $15. After several minutes I was reassured several times if I paid the $15 my phones wouldnt be turned off. I then received a text message from cricket on March 17th stating my bill due by 11:59 on 3/19 was $15 due to keep service on. I then paid that amount on 3/18 and was still deactivated on 3/20. The company stated they had made a mistake and wanted to bill more to receive activation.

  Business Response

  Date: 03/29/2024

  March 26, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21459821
  Re: *********************************
  
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *********************************. In her complaint, ********************** states her Cricket Wireless account showed a bill amount, which she paid but her service was suspended due to non-payment. Before this happened, she chatted with customer care on March 3, 2024, because her online account showed she owed only $15.00. The chat agent assured her once she paid the $15 her service would not be suspended. On March 17, 2024, she received a text message with a payment reminder stating she needs to pay $15.00 to keep her service on. She paid $15;however, on March 20, her service was suspended. ********************** is requesting assistance to resolve this issue
  
  We contacted ********************** on March 20, 2024, to discuss her complaint. After reviewing her account, we found her ********************** service was suspended due to an account system error, which reflected an incorrect amount due for her bill. Her monthly bill is for $70.00, and the *** sent to her reflected only $15.00. We confirmed she had processed the payment we requested for $15.00 on time.
  
  We applied a credit to Ms. **************** and restored her wireless service. We shared information regarding her next month's payment and due date. We confirmed her account is on the right rate plan and the billing is correct. ********************** logged into her myCricket account and verified she was able to see the correct balance on her account.
  
  We thank ********************** for her communication,and trust this resolution addresses her concern.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ******************************************************** ** *****

• Initial Complaint

  Date:03/19/2024

  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.

  03/01/2024 & 03/03/2024 $335.65 Business supply me with 2 phones set me up on wrong plan. this is the worst phone company I ever did business with. they did nothing right. i needed a I phone. I thought he set my phone up. I ask if he transfer my files he said it wouldn't let him. I thought he set up my phone, he didn't. First phone company that didn't and couldn't set my phone up. Even ******* did a better job. I took my phone in twice the store manager didn't know what to do to fix it. On the 5th day I called the 800 number that's when I found out I was on the wrong plan. The store never set my phone up didn't know how and expected me to deal with it. I had 7 days to return it. I tried on the 6 and 7th day. I was told by the 800 number I am in rights of getting a refund. Store refused. I have 2 phones that are no good to me. This store is horrible. I don't understand how they did nothing right and can get away with this.

  Business Response

  Date: 04/13/2024

  April 10, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21455714
  Re: *****************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In her complaint, *********************** states that on March 1, and 3, 2024, she purchased two devices with Cricket Wireless. She states that both devices were set up incorrectly and on the wrong monthly rate plan. ************************ adds this was the worst experience she has had setting up phone service. She asked the store representative to help her transfer files from her old device to her new device; the representative explained he was unbale to complete it. Furthermore, she states that she was given 7 days to return her devices and when she attempted to return them  on day 6 and 7, the Cricket Wireless store refused to accept the return. ************************ is requesting to return the devices and receive a refund.
  
  On March 26, 2024, we contacted ************************ to discuss her complaint. After reviewing her account, we found that she activated Cricket Wireless services on March 1, 2024, and cancelled them on March 7, 2024. After we completed our investigation, we shared with her that that we sent return labels for the two devices to her mailing address, and processed a refund for the two devices. We asked her to allow 10 15 business days to receive the refund check.
  
  On April 9, 2024, ************************ confirmed she successfully returned the devices with the shipping labels, she received her refund check and stated she did not need any additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ****************************************
  *******, ** *****

• Initial Complaint

  Date:03/19/2024

  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.

  Due to the fact that Cricket Wireless will no longer be able to apply ACP benefits to my account after April 2024, I will no longer have access to their cellular service as I cannot afford their plans without government subsidies. This will render the cellular device I purchased from Cricket Wireless completely useless, not to mention I will no longer have a phone or service.Due to the unfair situation that Ive been put in by Cricket Wireless, I respectfully ask for a full refund for the original cost of the device ($67.46) to apply towards purchasing a new device within a network that I can afford.

  Business Response

  Date: 03/27/2024

  March 26, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21454374
  Re: *****************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In his complaint, ******************** shared that once the Affordable Connectivity Program (ACP) ends in ***** 2024,he will not be able to afford service with Cricket Wireless without government subsides. ******************** is requesting a full refund for the original cost of his device, to purchase a new device with a carrier he can afford.
  
  We attempted to contact ******************** on March 19, and March 20, 2024, without success. On March 20, ******************** responded via email, requesting that we stop calling him and informed us his refund request is being addressed by a party outside of Cricket Wireless. In our response, we explained to him the Affordable Connectivity Program (ACP) is a federal government benefit program that is, operated by the Federal Communications Commission. The federal government has announced that due to lack of funding ACP end ***** 2024.Cricket Wireless is only a participant in ACP and must follow all guidelines and directions as provided by the federal government.
  
  We thank ******************** for his communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ************************************************ *******, ** 30319
  

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21454374
  
  I am rejecting this response because:

  The company refuses to refund me for a device that I wasn't even able to use for a full calendar year, regardless of who [the Fed or Cricket] is responsible for cancelling the **** To make matters worse, their agents know and fully understand why I'm asking for a refund, but are literally acting dumb to avoid repaying a consumer $67.47.... A million dollar company.... That's the definition of pathetic! I'm documenting this interaction with Cricket Wireless and making others aware of their greasy ways.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/08/2024

  April 4, 2024
  
  
  Better Business Bureau
  Online Complaint
  
  No: 21454374
  Re: *****************************
  
  
  Dear ********** ************ correspondence is in response to a rebuttal complaint filed by *****************************. In his complaint, ******************** states Cricket Wireless refuses to refund him for a wireless device he did not use for a calendar year. He shared that the Affordable Connectivity Program (***) is ending, and he will not be able to afford service with Cricket Wireless without government subsidies. ******************** is requesting a full refund of the original cost of his device.
  
  We attempted to contact ******************** on March 29, 2024, but we were unsuccessful. The same day ******************** responded via email, requesting that we stop contacting him. In our previous response, we explained to him via e-mail the Affordable Connectivity Program (***) is a federal government benefit program that is operated by the Federal Communications Commission. The federal government has announced that due to lack of funding *** benefit ends in April 2024. Cricket Wireless is only a participant of the *** and must follow all guidelines and directions as provided by the federal government.
  
  We respectfully request this complaint is closed, as we are unable to further assist ********************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ************************************************ *******, ** *****

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21454374
  
  I am rejecting this response because:

  The Latin vermin refused to refund me the money I spent on the device I purchased to use SPECIFICALLY within THEIR sh*t company and network. They understand fully that I requested a refund for the initial investment I made when signing up to be a Cricket customer. That investment being the phone that I can no longer use because their rates are too high for an individual with my limited income. I only signed up with the company because of the *** program, without it, I can't afford to be a customer which renders a device I used for less than a year completely useless to me. A company in good moral standing would refund the money, understanding that the carrier shouldn't punish the customer for something the federal government decides to do or not do, especially given the company's financial profile. $67.00 shouldn't be something a multi-million dollar company fights for; it's pathetic and very.... well.... typically Latino.....

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/18/2024

  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 pay as you go wireless service from Cricket. The Service, Network does not offer certain things I need with my cell phone. But Cricket does not inform Customer they lock their phone where you cant move to another Carrier. I have called Cricket and was lied to several times which I called **** and have proof giving by a store in my area that the phone is not locked though them. But when speaking with a Rep from Cricket at 8:30pm 3/18/24 he literally told me in the beginning of the call if I wait with them 32 more days my phone will be unlocked. Yet once I called him out on it yet they are forcing customer to a commitment without informing customer if this was explained to me up front I wouldnt have accepted the services. I dont feel like I should have to wait 32 days before I leave Cricket. Its services does not benefit me even though I was told it offers services for the Apple Watch and it doesnt. I just want to move services and Cricket unlocked my phone so I can.

  Business Response

  Date: 04/09/2024

  April 6, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21452041
  Re: *******************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *******************************. In her complaint, ******************** states she signed up for Cricket Wireless service and the network does not offer her certain things she needs with her device. She activated a device she purchased from AT&T and was not informed it would be locked to the Cricket Wireless network. She contacted customer care and was told her device would be eligible to be unlocked within 32 days. She would like to have her device unlocked to change service providers as she is unable to use her Apple watch with our network.
  
  We contacted ******************** on March 21,2024, to discuss her complaint. After reviewing her account, we found that her device was not locked by Cricket Wireless. We advised ******************** to contact the original carrier that manufactured the device to start the unlocking process. We were able to communicate with ********************, on March 29, 2024, and we assisted her to submit an unlock request with her original carrier.
  
  On April 1, 2024, we informed ******************* that her device had been successfully unlocked and advised her to restart the device to complete the unlocking process. She confirmed there were no network restrictions were showing on her device.
  
  We thank ******************** for her communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ******************************************************** ** *****

• Initial Complaint

  Date:03/17/2024

  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 have been having issues with cricket for the last month i went to pay my bill on march 5th 2024 and ******* advised the amount to cut my lines back on is 35$ i paid that she then adv its still not on and now i had to pay 110$ i advised if she could put the 35&$ that i just paid one minute ago towards it she then advised she can not do any credits so i walked out paying 145$ to get my lines back on and noone could tell me why now it is the 17th of march and my phones are now off and my payment for some reason are not showing not my credit someone is messing with my account and ***** is helping and cn exsplain why i have my reciepts this is rediculous and my phones should not be off

  Business Response

  Date: 04/04/2024

  April 3, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21446811
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, Ms. ***** ****** for the last month she has been having issues with Cricket Wireless. On March 5, 2024, she went to pay her bill and a representative informed her that she needed to pay $35.00 to restore her account. After making the payment, her account was still suspended and she was advised she needed to pay additional $110.00 to restore her services. Ms. ***** stated she paid a total of $145 that day to restore her services. Then on March 17, 2024, her account was suspended again. Ms. ***** is requesting a resolution to this issue.
  
  We attempted to contact Ms. ***** on March 20, 25, and 27, 2024, but we were unsuccessful. To investigate Ms. ****** concerns, we need to be able to communicate with her. Should Ms. ***** still require assistance, she may contact ********, Cricket Wireless Office of the President ******* at: ************.
  
  We thank Ms. ***** for her communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ****************************************
  *******, ** *****

• Initial Complaint

  Date:03/17/2024

  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.

  Our billing issues with Cricket Wireless began 01/04/24 when two $90 payments were taken out which caused ** to go into the negative. I contacted cricket and they told me Id have to get a refund through my bank because they couldnt do it on their end. I contacted my bank and began a dispute to get the refund. It was over a month later before wed gotten the refund and had already made the February payment. They shut our account off and charged a reactivation fee. We went to the store to resolve it and paid the extra amount. Going into March, we had an account credit of $95 with everything that happened in Feb. It looked like credit had made things right by giving us a credit. Our bill processed on 03/13 then showed $85 due for 04/13. Today we wake up to our phones being turned off again with is owing $109 to reactivate them. At this rate, its become a monthly occurrence that our account is messed up and we have to keep paying reactivation fees each month. And now its showing we owe $87 for 04/13 after making the $109 payment today. Im sure next month, theyll turn us off again if we pay that $87 since the account is so messed up at this point. We need someone to review and make things right. Fix the account so it stops suspending us every month. Give us our reactivation fees back since its not our fault this keeps happening. I feel we deserve a free month because of the aggravation and financial issues this has caused us with dealing with this each month. $90 + $90 = $180 for Jan. $140 for February. $109 for March. Our bill is $90 a month. Plus overdraft fees with our bank. Thank you.

  Business Response

  Date: 04/04/2024

  April 4,2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21444786
  Re: ***********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In her complaint, ************** states her billing issues started on January 4, 2024, when two payments for $90.00 were processed to her Cricket Wireless account. She contacted customer care and was informed she would have to request a refund with her financial institution. ************** began a dispute request and received the refund a month later when she had already processed Februarys payment. Her wireless service suspended, and she was charged a reactivation fee. Going into March, she had an account credit, she processed her payment, but her service was suspended again. She states that this has become a monthly occurrence. ************* is requesting a refund.
  
  We contacted ************** on March 28, 2024, to discuss her complaint. After reviewing her account, we confirmed two different payments were made on January 5, 2024. One payment was processed through Cricket Wireless website and the other payment was processed through Apple Pay. She filed a dispute with her financial institution for the second January payment; however, two disputes were processed. The first disputed impacted her February balance, and the second dispute impacted her March balance.
  
  We processed a one-time credit to her Cricket Wireless account for the service suspension and inconveniences she experienced. We changed her billing cycle to a date that is more suitable for her. We confirmed that she is successfully enrolled in Auto Pay on her account.
  
  We thank ************** for her communication and trust this resolution addressed her concerns.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ****************************************
  *******, ** *****

  Customer Answer

  Date: 04/10/2024

   
  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.

  The company more than exceeded our expectations with making things right.

   Thank you all so much for the assistance in getting our issue resolved.

  Sincerely,
  
  ***********************