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

1,339 total complaints in the last 3 years.
394 complaints closed in the last 12 months.

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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:03/04/2024
Type:Delivery 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.
2/16/24 I ordered a phone with Cricket. It was shipped with an incomplete address and they would not fix the address nor ask for the phone to be returned. It was finally returned on 2/29/24 back to Cricket. The company then cancelled the order. I got financing for the phone through Progressive Leasing. Cricket did not notify them that the order was cancelled. Instead Cricket told them that I received the phone on the date that it was received back at their facility. So, therefore, Progressive has been charging me for the phone even though it was not received due to Crickets negligence. I have called numerous times spoken to several supervisors at Cricket hoping to get the issue resolved. I call and am on hold for almost an hour each time before I can even speak to a supervisor. However, they tell me I will hear back in 24 hours and I hear nothing back from them. I was told it would be reshipped with the correct address. Yet, they cancelled the order and did not notify me at all that the order was cancelled. I only found that out once I called and spoke to someone. I simply wish for them to rectify the situation. I am also paying a monthly phone bill for a phone that I do not have. So, I would like to be reimbursed on my bill for the days that this line did not have a phone as well as have the activation fee waived for the phone. Please, help me get this issue addressed. Thank you.
Business Response
Date: 03/19/2024
March 15, 2024

Better Business Bureau
Online Complaint

No: 21383909
Re: ***************************

Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In this complaint, ************************ states she ordered a device from ********************** and was financed through Progressive Leasing on February 16, 2024. The device was shipped to an incomplete address and was not returned until February 29, 2024; then the order was canceled. She states Progressive Leasing was not notified about the status of the order and kept charging her for a device she did not receive. She has contacted customer care multiple times to resolve this issue and was told she would receive a call back within 24 hours and she never received a return call. She was informed the device would be reshipped to the correct address. ************************ would like to be reimbursed for the days she has been without a device and have the activation fee waived.

We contacted ************************ on March 13, 2024, to discuss her complaint. She shared with us that she received her new device on March 7, 2024. and confirmed her services are working as expected. The results of our investigation indicate that ************************ did not have service usage on her account for twenty calendar days, therefore, a one-time courtesy credit was applied as compensation.

We thank ************************ for her business and communication, we trust this resolution addressed her concern.

Regards,

Cricket Wireless
Office of the President
****************************************
*******, ** *****
Initial Complaint
Date:03/02/2024
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.
For the past week or more I have been trying to get my phone to work the way that its supposed to be my phone is currently stuck in SOS mode and today I decided to stop by the store to see if somebody could help me. He explained to me that the phone that I have no longer has a Sim tray in so he could help me, but I needed to log into my account since my account is not something that I use today I cant login Im unable to reset the password or anything because the phone is stuck in SOS mode. I reached out to speak to one of their agents via chat, who was not helpful and very condescending. His name was ******************** And I still receive no help so Im being charged a bill which shouldnt be charged because its a pay by the month so if you dont pay for month your phone gets cut off so it shouldnt be racking up to be at all but on top of that this phone, I used a leasing program for I cant use this phone anymore so I need to return this phone back to cricket so that they can have it so that I can go and purchase me a phone from another phone company that is going to take care of its . If something happens to your companies device and someone brings it in and you dont have a way for them to reset a password because of what happened is a error that happened to your company then you should have a workaround. Im unable to reset any questions on this phone I was even at the store logged into Wi-Fi logged in in front of the representative, who was great by the way and still nothing was able to be done. This is something that cricket should have reached out to the consumers about once they saw that it was a problem so that that can be fixed and rectified not us reaching out to them to get an issue fixed.
Business Response
Date: 03/27/2024
March 20, 2024

Better Business Bureau
Online Complaint

No: 21377115
Re: Rey'el *********************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ****************************************. In his complaint,************************************* states that for the past week or more, his device has been stuck in SOS mode. He went to a Cricket Wireless store to get help and they told him that he needed to login to his online account, however, he has not been able to reset his password because of the same issue. He has contacted customer care and did not receive the support he needed. He also states he is being charged a bill that he should not be charged because it is a prepaid service. ************************************* is requesting a resolution to his issue or assistance to return the device.

We contacted ************************************ on March 14, 2024, to discuss his complaint. After reviewing his account, we found his service was canceled on February 16, 2024, for non-payment. We assisted to reactivate his account, we processed a one-time courtesy credit for the reactivation fee and completed the activation of his device using an e-Sim. Additionally, we assisted to update his Cricket Wireless account PIN and his security question. We offered to assist to reset his online account password, but he declined. We provided the steps and information on how to access his online account.

Before closing our discussion, we advised him to contact Progressive Leasing if he would like to return his device. ************************************* confirmed that his services are now working as expected, he does not need additional help and does not have any other questions.

We thank ************************************* for his communication and trust this resolution addressed his concerns.

Regards,

Cricket Wireless
Office of the President
****************************************
*******, ** *****
Initial Complaint
Date:02/29/2024
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 returned a cell phone that was purchased online as instructed by Cricket wireless. They have had the phone for several weeks and have not refunded my money. I get no assistance on the phone or online and going into a local store isnt an option because online purchases cant be returned or corrected in the store.
Business Response
Date: 03/19/2024
March 14, 2024

Better Business Bureau
Online Complaint

No: 21364479
Re: *******************

Dear ********** ************ correspondence is in response to a complaint filed by *******************. In his complaint, ************** states that he returned the device he purchased online using the instructions provided by Cricket Wireless. He further states the device was returned successfully weeks ago; he has not received his refund. ************** is seeking a refund as the Cricket Wireless authorized retailer is unable to process this request for him.

We contacted ************** on March 4,2024, to discuss his complaint. After reviewing his account, we confirmed that the device was returned to Cricket Wireless warehouse on February 12, 2024. We advised ************** that a refund request was initiated on March 5, 2024, and it should be posted on his bank account within 3-5 business days.

On March 11, 2024, ************** confirmed via phone conversation that the full refund matching the correct amount disputed was posted on his bank account and he stated to be satisfied with the resolution provided.

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

Regards,

Cricket Wireless
Office of the President ******************************************************** ** *****
Initial Complaint
Date:02/28/2024
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.
For last 2 years have had continued problems with service, abusive customer support policies, lies, deception, refusal to unlock my device to take to another carrier, lied to about device when it was sold to me. I have filed complaints with the *** and ************* Department of telecom and cable and no one will lift a finger to hold these criminals accountable. ************* DTC Case ******** *** Complaint ********* Representatives of the Cricket Office of the President are deceptive and argumentative. In regards to my *** complaint Cricket has failed to serve their response upon me as required but the *** does not seem to care. I have been trying to get my device unlocked, it is paid off, it is almost 4 years old - I want to be done with Cricket. I was lied to when I was sold this device and told I could unlock. Cricket insist I need to use an app that Cricket has been told repeatedly does not exist on this phone and can not be downloaded to this phone. Cricket previously offered to replace this device and failed to follow through by making the requirement on my part costly. Need to resolve before March 2 when service ends and I will be without phone service!
Business Response
Date: 03/22/2024
March 21, 2024

Better Business Bureau
Online Complaint

No: 21359320
Re: **************

Dear ********** ************ correspondence is in response to a complaint filed by **************. In his complaint, Mr. ***** states Cricket Wireless will not unlock his phone. His device has been paid off for two years and he would like to use it with a different provider. He has until March 2,2024, to port his number before his service is suspended. Mr. ***** is requesting a resolution to this issue.

On March 12, 2024, we informed Mr.*****, that his device is eligible to be unlocked as it meets all the requirements. We shared with him the make and model of his device must be unlocked using the myCricket app; we provided him with the information and required steps he needs to follow to successfully unlock his device. Once the device is unlocked, he will be able to use it with the carrier of his choice.

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

Regards,

Cricket Wireless
Office of the President
****************************************
*******, ** *****
Customer Answer
Date: 03/22/2024

Complaint: 21359320

I am rejecting this response because:
Cricket has been informed repeatedly over the last 2 years-
1) There is no cricket App on this phone!
2) I am unable to download and install the Cricket App on this phone!
These two facts have been shared with Cricket more than 100 times - Including Emails on March 12, 13th, 14th of 2024, dozens of emails in December of 2023 and January and February of 2024 - where ****** of the *** simply ignored this information and just kept regurgitating that I "need to use the app" How am I supposed to use an app that does not exist and can not be installed on the device?!
******************** refuses to acknowledge this or unlock the device. This is fraud and theft and has gone on for more than two years. They continue to simply close the case and claim they cooperated when they have not. Cricket needs to unlock this phone or refund me its cost because it was clearly sold to me under false pretenses, and this whole "You need to use and app" on a devise that clearly can't is clear attempt for cricket to circumvent the law requiring them to unlock devices and rob consumers!

Sincerely,

**************
Business Response
Date: 03/28/2024
March 28, 2024

Better Business Bureau
Online Complaint

No: 21359320
Re: **************

Dear ********** ************ correspondence is in response to a rebuttal filed by **************. In his rebuttal, Mr. ***** states Cricket Wireless will not unlock his device that has been paid off for two years. He would like to use it with a different provider. He states he is unable to perform the unlocking process by himself using the myCricket app because he cannot find or install it on his device. Mr. ***** would like to have his device unlocked remotely.

We informed Mr. ***** on March 12,2024, his device is eligible to be unlocked. We explained to him that his device must be unlocked using the myCricket app and provided him with the required steps he needs to follow to unlock his device. Once the device is unlocked, he will be able to use it with the carrier of his choice.

We respectfully request that this complaint is closed, as we are unable to further assist Mr. *****.

Regards,

Cricket Wireless
Office of the President
****************************************
*******, ** *****
Customer Answer
Date: 03/28/2024

Complaint: 21359320

I am rejecting this response because:

As was stated in this initial complaint and has been told to Cricket time and again over the last 2 years, including in direct communications with the party who drafted the company's response:
1) The Cricket app is not available on this device.
2) The ******************** App cannot be installed or downloaded to this device. Even efforts made by Cricket Store Staff have Failed.
3) Cricket needs to unlock this device in compliance with the **** Consumer Code for Wireless service.
Cricket has knowingly and willfully committed fraud by requiring steps that Cricket is fully aware can not be completed and directly interfering with the unlocking of the device but also refusing to cooperate with efforts to unlock the device. The Device was sold to me under false pretenses as the ability to unlock it at a later date was specifically discussed, and i was clearly misled as Cricket has created a system to prevent the unlocking of the device, which is unlawful.
The FCC requires cell carriers to unlock the device if it has been fully paid off - and Cricket continues to misrepresent the situation and attempt to make it appear as though they have cooperate but leaves out and misrepresents the fact that they are fully aware the steps they have shared with me are invalid and unworkable. This is willful Fraud and Deceit.
CRICKET WIRELESS NEEDS TO EITHER IMMEDIATELY PROVIDE A WORKING UNLOCK OF MY DEVICE OR REFUND THE $45 PLUS TAX I PAID FOR THE DEVICE!
Initial Complaint
Date:02/28/2024
Type:Order 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.
Starting in December 2023 my carrier services stopped sending outgoing sms. I have no other issues with services. I cant use my phone for work and have contacted customer support even the maker of my phone the maker gave me a diagnostic report showing its a network error. I contacted cricket and still nothing has been done. I pay every month and am not able to send sms I want the issue fixed or money retuned for service since 12-19-23 when the issue started. And ***** for each month it continues. I have attached what happens when I attempt to send a text, I can receive texts and make calls just cant send them.
Business Response
Date: 03/19/2024
March 15, 2024

Better Business Bureau
Online Complaint

No: 21359197
Re: *************************

Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint ****************** states that she has not been able to send SMS messages since December 2023. The manufacturer of her device ran a diagnostic and determined it was a network error. She contacted Cricket Wireless customer care to resolve her issue, and nothing has been done. ****************** is requesting a resolution to her issue or a compensation for the service since the issue started.

We contacted ****************** on March 5, 2024, to discuss her complaint. After doing a troubleshooting process on her device, ****************** confirmed she was still not able to send text messages. We opened a ticket with our network support team to further investigate her issue and scheduled a callback with her to share the results of the investigation.

On March 12, 2024, we shared with ****************** the results of our investigation indicate that no SMS network incidents were found at her location and confirmed that her messages are not being blocked by SPAM controls. We also explained a refresh network setting was performed remotely, and we advised her to reboot her device to re- register her device on the ********************** network.

She confirmed that she is now able to successfully send text messages and her services are working as expected. A one-time courtesy credit was applied to her account.

We thank ****************** for her communication and trust this resolution addressed her concerns.

Regards,

Cricket Wireless
Office of the President
****************************************
*******, ** *****
Customer Answer
Date: 03/19/2024

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:02/27/2024
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 02/27/2024, I received a welcome letter from Cricket/******* addressed to **** *********************** using my address. I don't know **** ***********************; therefore, he has fraudulently used my address with Cricket/Asurion. On 02/27/2024 at approximately 7:00pm, I called ************** to inform Cricket personnel of fraudulent use of my address. The chat feature not working and there was no online option to inform *******. Spoke with Cricket representative named Win and explained the issue. Win transferred me to Asurion. The Asurion **** ***** hung up.
Business Response
Date: 03/14/2024
March 11, 2024

Better Business Bureau
Online Complaint

No: 21356797
Re: ************************************************ ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint **************** ****** on February 27, 2024, she received a welcome letter from ******* addressed to a Cricket Wireless customer she does not know and her address was on the letter. She contacted the Cricket Wireless care center to report this incident, she was transferred to Asurion support center but her call was suddenly ended. **************** is requesting her address is removed from this customers account.

We contacted **************** on March 5, 2024, to discuss her complaint. She informed us that she does not have any Cricket Wireless services or account. We advised **************** that as part of the Cricket Wireless privacy and security policy, we need to be able to complete an authentication process to make any changes to a customers account. It requires a customer to provide their account PIN or answer their security question to access the account.

We advised her to return the letter to the sender and contact Asurion support center at ************** for further assistance. Full Cricket Wireless privacy policy can be found at: ********************************************.

We thank **************** for her communication, and trust this explanation addressed her concern.

Regards,

Cricket Wireless
Office of the President
****************************************
*******, ** *****
Customer Answer
Date: 03/14/2024

Complaint: 21356797

I am rejecting this response. It is unconceivable that Cricket Wireless doesn't have an outbound calling process, as mentioned by Kevn from Cricket Wireless Office of the President. Cricket Wireless' privacy policy is ineffective if it prevents Cricket Wireless from investigating reported cases of fraud.

It makes no sense that I should be expected to have access to an account that has been established fraudulently using my address. I provided Cricket Wireless with the welcome letter which provides enough information, regarding their customer (**** ***********************), for ********************** personnel to contact their customer. Based upon my conversation with ***** from Cricket Wireless, Cricket Wireless has no interest in resolving this fraudulent use of my address, by their customer.

I did call the Asurion number that ***** provided and I still wasn't able to speak with anyone so I file a separate complaint against *******. Based upon my knowledge regarding Asurion, the customer relationship begins with the cell phone provider, which is Cricket Wireless.

Sincerely,

*************************
Business Response
Date: 03/21/2024
March 20, 2024

Better Business Bureau
Online Complaint

No: 21356797
Re: ************************************************ ********** ************ correspondence is in response to a rebuttal filed by *************************. In her complaint **************** ****** on February 27, 2024, she received a welcome letter from ******* addressed to a Cricket Wireless customer she does not know, and her address was on the letter. She contacted Cricket Wireless care center to report this incident and she was transferred to Asurion support center, but her call suddenly ended. **************** is requesting her address is removed from this customers account.

We contacted **************** on March 5, 2024, to discuss her complaint. She informed us that she does not have any Cricket Wireless services or account. We advised **************** that as part of the Cricket Wireless privacy and security policy, we need to be able to complete an authentication process to make any changes to a customers account. It requires a customer to provide their account PIN or answer their security question to access the account.

We understand **************** concerns regarding her mailing address and apologize for any inconvenience this might have caused, however due to the Cricket Wireless privacy policy, laws, and regulations we cannot contact a Cricket Wireless customer to request them to update their account information or address.

We respectfully request that this complaint is closed, as we are unable to further assist ***************.

Regards,

Cricket Wireless
Office of the President
****************************************
*******, ** *****
Initial Complaint
Date:02/26/2024
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.
They had admitted that their agent ***** made a mistake in writing to me and this was done by a supervior which I will attached. I called my cousin is out of the country doesn't use the phone nor has he in over 2 months. I asked ***** to put it on hold I did not want to lose his number he has had for years. I also asked since he has not used his phone for 2 months would they kindly give me the $34.00 dollars back as a credit and use it for the last bill. He said let me check and came back with a yes answer. I said are you sure started to give a long explanation before. I asked for him to explain it again before saying this is pretty much a yes or no answer so I asked him the question yes or no are you able to put the account on hold so he does not lose the number and can you add that $34 to my bill after the account goes on hold. He said I have to suspend the account for his number. I then said if you suspend the account for my cousin can you still get me my $34 and use that to pay the bill and I will NOT be shut of for mine. He said yes I said are you sure he said yes, you are definatly sure he said definatly you will not be shut and your friend doesn't lose his phone number. Do you need anything else from me he said nothing nope. I said really I don't have to wait for you to finalize this he again said nope you can go. I even forgot to hang up as he notified me and so I hung up. Of course they shut my phone off with no way to get it back on without paying them. There is a word for this its called Gestapo Tactics Pay or S**** the Consumer! Who is handicapped and a senior citizen. Don't care in the least. LOL they did say they would not charge me the 15 dollars to reinstate my phone LOL they already admitted guilt and said ***** was wrong and will be retrained! They cost me $250 I charge my clients via Zelle so not only did I lose another $150 today I will not be able to collect money that is owed to me as well.
Business Response
Date: 03/14/2024
March 9,2024

Better Business Bureau
Online Complaint

No: 21350147
Re: *********************

Dear ********** ************ correspondence is in response to a complaint filed by *********************. In his complaint, **************** states he contacted Cricket Wireless customer care through chat to suspend his service on his second line because his cousin, who uses the second line, is out of the country. He wanted to make sure he did not lose his number. Additionally, **************** asked for an account credit for the amount he paid for that line. The chat agent confirmed he could complete *************** requests. Later, his line was cancelled instead of being suspended and he was informed he did not have to make a payment to restore the second line.He further states his first line was suspended due to non-payment and when he contacted customer care to restore his line, he was informed he must pay to restore services on the cancelled line. **************** is requesting assistance to resolve this issue and a compensation.

We contacted **************** on February 29, 2024, to discuss his complaint. We found that he processed a payment to restore services for his suspended line. We explained to him how the suspension and cancellation process work with Cricket Wireless. Furthermore, we assisted him to restore the cancelled line, and we processed a one-time courtesy credit to his account. We shared with **************** the Cricket Wireless terms and conditions regarding payments and account balance.More information can be found at: ******************************************.

We thank **************** for his communication, and trust this resolution addresses his concern.

Regards,

Cricket Wireless
Office of the President
****************************************
*******, ** *****
Customer Answer
Date: 03/14/2024

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,

*********************
Initial Complaint
Date:02/26/2024
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.
On February 19, 2024, I called Cricket Wireless to get an extension on my phone till I got my taxes. I am on the connectivity plan through the government. They did a ********** took the $25 from my account from the government and turned my phone on. The girl I spoke to told me I would owe my normal $30 by February 25. Paid the $30 on the 23rd. Go to use my phone today it is disconnected. I called them they said I got a text message from them that I owed them $5, or my phone was getting disconnected. I was away for the weekend and never got the text. They are telling me that I have to pay $25. I do not have it that is how I get the governments help. So basically, they told me today that they took the $25 and applied it to my account for a week of service. The girl I spoke to on the 19th never told me that. I do not know what to do, I do home healthcare and need my phone. Please help..... Thanking you in advance......
Business Response
Date: 03/14/2024
March 13, 2024

Better Business Bureau
Online Complaint

No: 21348974
Re: *********************

Dear ********** ************ correspondence is in response to a complaint filed by *********************. In her complaint, ************** states she has the Affordable Connectivity Program (***), and she called customer care to set up a ********** extension for her wireless services. She was told she would owe her normal $30 by February 25. She paid $30 on February 23, however, her services were disconnected. ************** states she called and was told she owed $5 more or her phone would be disconnected. She adds later she was asked to pay $25 and she does not have it, which is the reason she had the government program. ************** is requesting assistance to resolve her issue.

We contacted ************** on February 27,2024, to discuss her complaint. After reviewing the account, we found that she had enrolled on a ********** extension for seven days, which allows the customer to split their balance into two separate payments. ************** enrolled in the ********** extension on February 19, 2024, and her next payment was due on February 25, 2024. We educated ************** on the balance due for the ********** extension and explained that as part of the Terms and Conditions for this extension the full amount must be paid on the seventh day to avoid any interruption with the services. We explained to her that as the full payment was not submitted on the seventh day of the extension, the account was suspended and requested a full payment to restore services.

We confirmed with ************** that her services are now active and working as expected. We explained her services were reactivated automatically when the *** benefit credit was applied to her account on February 27, 2024, and this credit covered the balance due. We assisted her by changing her billing cycle due date and provided a one-time courtesy credit to her Cricket Wireless account.

We thank ************** for her communication, and trust this resolution addresses her concern.

Regards,

Cricket Wireless
Office of the President
****************************************
*******, ** *****
Customer Answer
Date: 04/22/2024
Starting on February 26, 2024, I filed a complaint with the Better Business Bureau Complaint # ********. ******* Manager from Cricket Customer Success, ********************** Office of the President contacted me on February 27, 2024, phone number **************************. At the end of our conversation, we were in agreeance that she was going to credit my account for last month, this month Cricket was going to cover the difference from the Connectivity Plan and being the Connectivity Plan was being discontinued they were going to cover the full cost next month, So I would not have to make a payment until May 27, 2024. Now my reason for contacting you today is because sometime overnight my phone got disconnected again. I called Cricket I spoke to *****. I told her what ******* had said to me. She laughed and said there is no one that works here by that name. I said ******* is in the Office of the President and she said she was going to connect me to them and hung up on me. I called back and a ****** answered and said it only shows a $30.00 credit on my account and there is nothing they can do because it was used last month. I asked him if I can speak to a manager and after being on hold for another 20 minutes, **** a supervisor got on the phone and said there is nothing she can do. I said do you want the phone number and ext. she said no because I cannot do anything about it. I am a Home Healthcare Worker and I work overnights. I need my phone. All together the total she said was going to be. Credit of $30.00 for the month of March and the full $60.00 for the month of April. Total $90.00.
Business Response
Date: 05/16/2024
May 16, 2024

Better Business Bureau
Online Complaint

No: 21348974
Re: *********************

Dear ********** ************ correspondence is in response to a rebuttal filed by *********************. In her complaint, ************** states she submitted a complaint on February 26, 2024. She mentions she was contacted by the Cricket Wireless Office of the President and that there was an agreement where she was going to receive a credit to cover the difference of the Affordable Connectivity Program (ACP) benefit, which was intended to cover next months bill. She states that her phone was disconnected overnight again. Furthermore,she states she contacted customer care where she spoke to a representative who advised her that a credit of $30 had been applied to her account. She was informed that they could not assist further. ************** is requesting a credit for her account.

We contacted ************** on April 26, 2024, to discuss her complaint. After reviewing her account, we discovered that her account was suspended in March due to non-payment. We explained to her that her Affordable Connectivity Program (ACP) credit was applied on March 29, 2024; however, her account had already been suspended, as her due date was March 28, 2024. We confirmed that a credit was applied to her account, by the Office of the President, in February, to help cover Marchs bill.

We offered to change her billing date to ensure that the last credit she will receive for the Affordable Connectivity Program (ACP) will be applied before her due date. ************* agreed to the due date change. Additionally, we applied a courtesy credit to her account for her time and inconvenience. Lastly, we shared with ************** that ACP program is winding down on April 30, 2024, we set expectations with her on what to expect after the program ends.

Regards,

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

Complaint: 21348974

I am rejecting this response because: the letter does not specify what the expectations are after the program ends. I would like to have in writing what the expectations are also besides verbal. Thank you.

Sincerely,

*********************
Business Response
Date: 05/23/2024
May 22, 2024

Better Business Bureau
Online Complaint

No: 21348974
Re: *********************

Dear ********** ************ correspondence is in response to a rebuttal filed by *********************. In her rebuttal, ************** states she would like to have the Affordable Connectivity Program (***) wind down expectations in writing.

We contacted ************** on April 26, 2024, to discuss her initial complaint. We explained to her that the *** program would end on April 30, 2024, due to lack of government funding and the standard rate of her plan will be due on her account moving forward. We informed ************** that to help our impacted customers with the end of the *** program, ********************** will automatically apply a $15.00 credit to her wireless account for three months from May until July 2024.

On May 22, 2024, we shared with ************** information about a new $15/month rate plan that Cricket Wireless has launched. This plan includes unlimited talk, text, and 1GB of data, which will be available for her as an alternative option to lower her monthly bill if she desires.

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

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 05/29/2024

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.
That would be accepting the $15.00 off my bill for the next 2 months. Making my bill $45 a month through July. Just wanted to make sure it was in writing. I thought they were trying to change my data plan. Thank you ******* once again for making it clear. Have a great day.

Sincerely,

*********************
Initial Complaint
Date:02/23/2024
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.
February 16th I placed an online order for a phone and my # to be transferred. It processed then I kept getting texts and emails every 30 min. telling me more info was needed when I clicked on it it'd say I needed to enter my zip code so i did then it'd reject again for transfer pin etc. I did several live chats and phone calls they insisted it was my phone carrier straight talk not releasing my #. I said they cant release the # until I have the phone to activate to. I was told they will not send me my new phone until my phone # porting had been initialized and that it wouldn't finish porting until I received my new # and activated it. I spoke with a supervisor at straight talk who said he talked to corporate headquarters and assured me it was straight talk needing to unlock the # on their back end. I spent hours on the phone with straight talk and finally got it unlocked. Both parties assured me my # would not be transferred until I received my new phone from cricket. I just logged into my straight talk account to see how many days left on my service and it shows I no longer have service through them. So Cricket ported my # to my current phone without my permission. I have spent atleast 6 hours of my life dealing with this and have been lied to repeatedly. I not only want other potential customers to be warned but for all this frustration I expect either free service for a few months or something to make up for this. I had paid service through straight talk so having it ported before the service was up made me lose money. I wasn't going to activate the cricket phone until my service was about to be up with straight talk.
Business Response
Date: 03/14/2024
March 12,2024

Better Business Bureau
Online Complaint

No: 21336123
Re: ***************************

Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In her complaint, **************** states she placed an online order for a new device and started a port request. She states she adds she would receive texts and emails every 30 minutes from Cricket Wireless requesting additional information to complete the port of her number. She first updated the request with her zip code and then her transfer pin. She made multiple calls and chats to customer care and was informed the issue was on Straight Talks side and they would need to release her number. Additionally, customer care explained to her the device would not ship until her porting process had been initialized with the correct port information. **************** contacted Straight Talk to release her number and finally made it after spending hours on the phone. Lastly, she states Cricket Wireless transferred her number prior to her device being delivered. She was without wireless service which caused her to lose ************************* is requesting a compensation for the port issues.

We contacted **************** on March 1, 2024, to discuss her complaint. After reviewing her account, we explained to her that during a port process and/or request, information such as: wireless number, account number, number transfer pin and zip code, is needed from the previous provider to complete the port into Cricket Wireless. If any of this information does not match, the port request will not be completed until it is updated with the correct information.

Additionally,we found the activation of her service was completed online on February 23,2024, the same day she received her device. We explained that the current service continues to work until the activation is completed. Lastly, we confirmed with **************** her service is working as expected and we provided her with the information about her next months bill. A one-time courtesy credit was applied to her account for the port issues she experienced while porting her number to Cricket Wireless.

We welcome **************** to Cricket Wireless and thank her for her communication. We trust this explanation addresses her concerns.

Regards,

Cricket Wireless
Office of the President
****************************************
*******, ** *****
Initial Complaint
Date:02/22/2024
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.
Hello,I'm cricket wireless client for years but I have notice during the time of my experience I have been recieving poor communication with my phones to service in certain areas with my employees this morning out all days I wasnt able to have service on my 3 phones in which I have a father where the hospital couldn't get thru to call.Because of services
Business Response
Date: 03/11/2024
March 8, 2024

Better Business Bureau
Online Complaint

No: 21330045
Re: *****************************

Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In his complaint, **************** states he has experienced network with his lines in certain areas. Then on the morning of February 22, 2024, he states he was unable to use the service on his devices at all. He states he has a father in the hospital and was not able to call his father due to this issue. He is requesting assistance with this issue and a refund.

Cricket Wireless is sincerely sorry for any disruption experienced because of the outage on February 22, 2024. As a gesture of goodwill and commitment to customer satisfaction, an adjustment of $20.00 has been applied by Cricket Wireless Office of the President. Upholding a seamless connection for our customers is of utmost importance to Cricket Wireless. We value Mr. ******* patronage and extend our gratitude for choosing Cricket Wireless as their service provider.

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

Regards,

Cricket Wireless
Office of the President
****************************************
*******, ** *****
Customer Answer
Date: 03/11/2024

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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