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Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

This profile includes complaints for Cricket Wireless, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/22/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 this service their services down no phone calls and no internet. I'm very mad. This is unacceptable to treat your customers like this. Especially when they pay very good money. I don't know what if I had an emergency. What if I had to call 911 I can't do either. Unacceptable, this is very dangerous and you're going to lose customers.

      Business Response

      Date: 03/11/2024

      March 8, 2024

      Better Business Bureau
      Online Complaint

      No: 21329748
      Re: *********************


      Dear ********** ************ correspondence is in response to a complaint filed by *********************. In this complaint, ************** states he has no phone calls nor internet service. He is concerned that if he has an emergency,he will not be able to call 911. ************** is requesting assistance resolving this issue.

      Cricket Wireless is sincerely sorry for any disruption experienced as a result of the outage on February 22, 2024.As a gesture of goodwill and commitment to customer satisfaction, an adjustment of $5.00 has been applied by Cricket Wirelesss Office of the President.Upholding a seamless connection for our customers is of utmost importance to Cricket Wireless. We value ****************** patronage and extend our gratitude for choosing Cricket Wireless as their service provider.

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


      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,

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

    • Initial Complaint

      Date:02/21/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      This complaint concerns that Cricket Wireless refuses to help unlock a cricket phone called ******** One 5G. This phone meets all the requirements to be unlocked. I've contacted several employees on chat with Cricket Wireless and they completely did not help me. The very first employee who helped me on chat who was a Cricket employee said that she successfully unlocked my phone but nothing changed or help, in fact that employee did not give me an unlock code for my phone. The **** card I want to use is Qlink Wireless, and they told me that my phone with Cricket Wireless is compatible and not a problem to be used with their **** card.

      Business Response

      Date: 03/16/2024

      March 15, 2024

      Better Business Bureau
      Online Complaint

      No: 21328177
      Re: ***********************



      Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In his complaint, ************** states Cricket Wireless is refusing to unlock his device even though it meets with all the unlock policy requirements. He has contacted customer care multiple times requesting assistance with the unlocking process to no avail. The first representative that assisted him confirmed the device was successfully unlocked but did not provide an unlock code. ************** is requesting his device to be unlocked.

      We contacted ************** on February 28,2024, to discuss his complaint. After reviewing his account, we confirmed his device meets the requirements to be unlocked; however, it has been affected by a known unlock issue that does not allows a subset of ******** One 5G devices to be unlocked using the myCricket app. We explained to him that we would need to contact ******** care center for further assistance with his unlock request.

      On March 13, 2024, we informed ************** that ******** created a return authorization for his case and mailed him a pre-paid shipping label to return his device. They will run a diagnosis to determine if it is repairable and can be unlocked. If the device is not repairable, ******** will send a replacement device. Once he receives the new device, if sent, he will need to contact Cricket Wireless to unlock it. ******** provided him with a reference number 240302-002846 if further help is needed.

      ************** confirmed he will send his device to ********. We shared with him this process with ******** can take up to 5 business days to complete.

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



      Regards,

      Cricket Wireless
      Office of the President ************************************************ *******, ** *****

      Customer Answer

      Date: 03/16/2024

       
      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. If ******** can't fix the device, I would hope they can at least send me one that will be compatible to the ******** One 5G that would be no expense to me. Thank you for all the help you can give me.

      Sincerely,

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

    • Initial Complaint

      Date:02/19/2024

      Type:Product Issues
      Status:
      Answered
      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 went on cricket.com to buy a phone and service. I paid and filled out all the information CORRECTLY. I was supposed to get the phone in 2 to 3 days. I never got a confirmation email. When I called I found out they sent the confirmation email to a different email then I had down. I asked them to change it and first they said only warranty can and then after I was hung up on because they closed and they didn't even tell me they were closing I called back and asked them to change the email and they said oh it don't matter. And hung up on me. When I called to ask for the email to be changed they said oh don't worry phone IS ALREADY OUT FOR DELIVERY WITH *** and it should be there later today or Monday. Well ..nothing Friday ..nothing Saturday and NOTHING Monday. I called in and I was told the order was CANCELLED on FRIDAY . I was told they didn't have the information to port the number sooo they cancelled...even though the phone was supposedly already on its way to me. So I was lied too. I my time was wasted AND my privacy violated by them sending email to someone else with MY information on it and refusing to change it.

      Business Response

      Date: 03/14/2024

      March 11, 2024

      Better Business Bureau
      Online Complaint

      No: 21317027
      Re: ***************************



      Dear ********** ************ correspondence is in response to the complaint filed by ***************************. In her complaint, **************** states that she placed an online order with the correct information for a device and services which would be delivered in two to three days. However, she never received a confirmation email. **************** contacted customer care, they explained the device was out for delivery and she should receive it by Monday. After she did not receive her order, she contacted customer care again and was told her order was cancelled because the information in her port request was incomplete.**************** is requesting a resolution to her issue.

      We contacted **************** on February 20, 2024, to discuss her complaint. After reviewing the account, we found her online order was cancelled due to incomplete/incorrect information. We explained we would submit a new request to reship her device. On February 28, 2024, *************** received her new device, we created a ********************** account and successfully activated her services. She confirmed her services is working as expected. We applied a one-time courtesy credit to her account as compensation for her online order issues.

      We thank **************** for her communication, and trust we addressed her concerns.

      Regards,

      Cricket Wireless
      Office of the President ************************************************ *******, ** 30319

    • Initial Complaint

      Date:02/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 1-31-24 I went to cricket store (Bueno Communications..owner ***) in ***************** **.On that day I was having 3 phones transferred from straight talk to cricket.I got all phones on cricket,spent 71/2 hrs.In store that day.Went home did not touch new phone til 2-2-24.While transferring data from one phone to another,I noticed phone was getting extremely hot.On 2-3-24 I went back to store to have a tablet added to an account,while there I informed employee phone was overheating,even the phone told me it was overheating.Employee asked if I could come back on 2-5 a manager would have to handle the problem with the phone overheating.I was in store 2 hrs.On 2-5 the Employee called the warranty company, they informed me that if the phone was under 7 day warranty that the store needed to exchange or refund money.Being free phone I just wanted an exchange.Employee called regional manager(Brook).She asked if I could come back on 2-6.***** and store manager ****** wanted to see if I was overheating phone.I was at store 5 hrs that day.Also when I was told to return next day I was not given any time frame .Returned on 2-6 at 11 am,around 12:30 managers told employee they would be there around 3:30pm.I asked employee at store if I could get a store phone number or location to store,I would met managers there.Manager told employee he would be fired if he gave me information.Managers didn't arrive til 4:15pm.When ***** did show up she gave me 2 different stories as to why she couldn't be at store to handle my problem.When I informed manager about what warranty company told me.She stated they were wrong.So I read manager back of cricket receipt where it says if in 7 days you can exchange phone.Manager was surprised at what I read.They gave me a new phone it to was getting hot.I was offered to keep phone that was overheating or downgrade to another phone.Spent a total of 19hrs in store over 4 days.I was sent home twice with a phone overheating,still does. Have more info.

      Business Response

      Date: 03/16/2024

      March 15, 2024

      Better Business Bureau 
      Online Complaint  

      No: 21304025
      Re: *******************


      Dear Sir/Madam,  

      This ************** is in response to a complaint filed by *******************. In her complaint,**************** states she went to a Cricket Wireless Authorized Retail store on January 31, 2024, to transfer three lines from Straight Talk to Cricket Wireless. On February 2, 2024, she noticed that one of the devices she purchased was getting extremely hot. **************** went back to the store on February 3, 2024, and informed the representative that the device was overheating, however, she did not receive any assistance. She adds that on February 5, 2024, she went back to the store again and the representative explained she could file a warranty claim. She decided to exchange the device instead.Finally, on February 6, 2024, she was able to talk with the store manager and she gave her a new device; unfortunately, the replacement device was having the same overheating issue. **************** states she has spent over 19 hours over four days in the store trying to get assistance and/or waiting on the manager. She is requesting a resolution to her issue.

      We contacted **************** on February 23, 2024,to discuss her complaint. After reviewing her account, we confirmed that the original device she was experiencing issues with was replaced on February 6, 2024. She shared with us the overheating issue persists. We assisted **************** in sending her a new device with a different make and model to ensure she would not have the same concern again and sent her a return label to send back her old device.On March 8, 2024, she confirmed via e-email she had received the new device.

      On March 12, 2024, we completed the activation of her device. She tested her service and confirmed the device does not present overheating issues and is working correctly. **************** is satisfied with the resolution and stated she does not need any additional assistance from the office of the president.
      We thank **************** for her communication and trust this resolution addressed her concern.

      Regards,

      Cricket Wireless  
      Office of the President  
      **************************************** 
      *******,** *****

    • Initial Complaint

      Date:02/19/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made 2 payments in one month and so the following month Cricket trying to charge me again and they turned my phone off and took my money back. I would like a refund thank you.

      Business Response

      Date: 03/07/2024

      March 1, 2024

      Better Business Bureau
      Online Complaint

      No: 21313738
      Re: *****************************


      Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In her complaint **************** states that her Cricket Wireless account was suspended after processing two monthly payments for her account. **************** is seeking a refund for the additional payment.

      We contacted **************** on February 21,2024, to discuss her complaint. We explained to her about the pending balance generated on her wireless account after adding ******************** Protect on her new device. We informed **************** that her account was suspended due to the missed payment on the second due date. Additionally, we explained to her that the total for next months bill and reactivation fee is required to restore service.

      We processed a one-time courtesy credit to restore Ms. ******* account and provided her with expectations about her next due date and amount balance.

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


      Regards,

      Cricket Wireless
      Office of the President ************************************************ *******, ** *****

    • Initial Complaint

      Date:02/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      bought the phone on 10-31-2023 for nothing down. The phone plan under the *** for the 5+ service was ***** a month. this was suppose to be it. *** was going to pay something like ***** according to the sales clerk. Novembers payment was the amount agreed upon. Decembers payment went up to *****. After further awesome research, the *** covers only *****. So i let it pass. Januarys payment went up to *****, because my pathetic state retirement check doesn't come in till the end of the month, and the payment was late. plus another 5.00 for fantastic a****** customer service. February roles around, after asking for extension because of KeyBank doing felony's on my money by not releasing my own funds. Well anyway, now the price is *****, and the agent says we cannot find your agreement, we lose them sometimes. Here's the 1800 number. the phone does get shut off. After calling them this other morning, the price is now *****. This was also suppose to have *** included, I was finally able to get that to work for five days before the service was shut off for supposed non payment. I repeatedly asked the customer service rep for help on the matter politely and professionally. She acknowledged by snickering softy, like year your are screwed, but there's nothing I can do for ya, except pass you off.

      Business Response

      Date: 03/13/2024

      March 11, 2024

      Better Business Bureau
      Online Complaint

      No: 21309053
      Re: ****************



      Dear ********** ************ correspondence is in response to a complaint filed by ****************. In his complaint, Mr. ***** states he signed up for Cricket Wireless services on October 31, 2023, he requested to get the Affordable Connectivity Program (***)benefit applied to his account, and he was informed the *** benefit would be a $40.00 credit per billing cycle. He further stated that Novembers bill was for the expected amount, but his bill increased within the following months, and he found out that the *** benefit was only a $30.00 monthly credit. In February 2024, he missed a payment extension and services were suspended. He was requested to make payment for $65.00 to restore services. Mr. ***** is requesting assistance to resolve this issue.

      We attempted to contact Mr. ***** on February 22, February 26, February 29, and March 4, 2024, but we were unsuccessful. On March 4, 2024, Mr. ***** responded via email and provided us with an alternative contact number.


      We attempted to contact Mr. ***** on March 6, March 7, and March 8, 2024, using the new phone number that he provided, but unfortunately,we were unsuccessful again. To investigate Mr. *****s concerns, we need to be able to communicate with him. Should Mr. ***** still require assistance, he may contact *****, Cricket Wireless Office of the President ******** at *************.

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



      Regards,

      Cricket Wireless
      Office of the President ************************************************ *******, ** *****

    • Initial Complaint

      Date:02/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 my phone little over 4 months ago out of the four months I've been able to only use my phone with service for one full month the other 3 months my service have been has been off because every time I receive a Spam call or spam text Cricket suspends my account all the way up to 72 hours before it's back on and then another two days or so later sometimes the next day it's off again for the same amount of time I have talked to every supervisor representative fraud control everything and I'm told oh well if I don't like it changed my number I've had my number for 10 years don't plan on changing it the worst part is they don't even want to give me any credit even though for 3 months I've not been able to use a full month of service but yet I paid for it

      Business Response

      Date: 03/05/2024

      March 1, 2024

      Better Business Bureau
      Online Complaint

      No: 21253225
      Re: ***********************


      Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In her complaint, ******************** ****** that she has not been able to use her services for three months as her line keeps getting disconnected every time she gets a spam call or text message. She has been advised to get a new wireless number to avoid the suspension of her services. ******************** is requesting a refund for the last three months of service.

      We attempted to contact ******************** on February 20, February 23, and February 26, 2024, but we were unsuccessful.To investigate Ms. ********* concerns, we need to be able to communicate with her. Should ******************** still require assistance, she may contact ******,Cricket Wireless Office of the President ******** at ************. 

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


      Regards,

      Cricket Wireless
      Office of the President
      ****************************************
      *******, ** *****

    • Initial Complaint

      Date:02/14/2024

      Type:Product Issues
      Status:
      Resolved
      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 jan. 22nd, 2024 I purchased a Mobile phone on this Store. At the end of the purchase, they handed me a portable Speaker, saying it was a gift as part of the purchase.Later on, after I received my phone, i looked at the receipt because I was looking for information on the phone to contact the store, and I realized they charge me ***** for the Speaker, so I went to the store for clarification and refund, and they said that this was not possible due to the speaker needed to be charged as part of the purchase, They never told me it will be part of this purchase or it was a condition of this purchase.Few dates later, I receive a letter stating I also commit for a Protection Plan, which I did not, I tried calling the 1800 number to cancel the plan and never got a person to confirm on such cancellation I'm very concerned on these kind or practices where the customer is not informed properly on the conditions of the purchase.I'm looking for both, 1- Refund on the money of the Purchase of the speaker, as I never consent on buying it as part of the purchase of the mobile phone, 2- Cancellation confirmation of the Protection Plan, stated in the letter. Attach you will find the copies of such documents

      Business Response

      Date: 03/07/2024

      March 5, 2024

      Better Business Bureau 
      Online Complaint  

      No: 21287966
      Re: **********************; 


      Dear Sir/Madam,  

      This ************** is in response to the complaint filed by *********************. In her complaint, ************ states that she purchased a device at a ********************** authorized retailer on January 22, 2024.At the end of purchase process, the representative gave her a portable speaker and stated it was a gift as part of her purchase. Later, she reviewed her receipt and saw she the portable speaker had a charge of $99.99was charged $99.99. *********** went back to the store for clarification, she was told the portable speaker is charged at $99.99 as part of the purchase gift. She adds a couple days later she received a letter for a protection plan that she did not request to add to her account. ************ is requesting a refund for the portable speaker and to cancel the protection plan from her account.

      We contacted ************ on February 27, 2024, to discuss her complaint. ************ informed us that she already spoke to a representative from the authorized retailer she purchased her device from and resolved her concerns with the portable speaker and Cricket Protect. She decided to keep both. She informed us that she did not need any additional assistance from the office of the president.

      We thank ************ for her business and communication.


      Regards,  

      Cricket Wireless  
      Office of the President  
      **************************************** 
      *******,** 30319 

      Customer Answer

      Date: 03/07/2024

      I agree partially with the comment from Cricket wireless, 

      I accepted the Speaker as part of the purchase and gift option.

      On the protection plan I did not accept such plan, what happen is that the letter I received, stated I accepted a protection plan but, they did not include it in Cricket system, so I confirmed I accept my purchase as is, without the protection plan

      and suggested they word the letters better to avoid confusion for the consumer.

       

       

      Business Response

      Date: 03/14/2024

      March 13, 2024

      Better Business Bureau 
      Online Complaint  

      No: 21287966
      Re: **********************; 


      Dear Sir/*****,  

      This correspondence is in response to a rebuttal complaint filed by *********************. In her rebuttal, ************ states she partially agrees with the resolution provided by Cricket Wireless. She confirmed she accepted the portable speaker that the representative from the Cricket Wireless authorized retail store gave her as a gift for her purchase; however, she received a letter from ******* saying she accepted Cricket Protect on her account when she did not.

      We contacted ************ on March 12, 2024, to discuss her complaint. After reviewing her account, we confirmed to ************ that Cricket Protect is not active on her account nor any other additional service features. We want to assure ************ that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service. We value her feedback and apologize for any inconvenience.

      Before closing our discussion, we provided *********** with her next due date and next months bill information. She confirmed she did not need any additional assistance from Cricket Wireless.

      We thank ************ for her business and communication.


      Regards,

      Cricket Wireless  
      Office of the President  
      **************************************** 
      *******,** 30319 

      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:02/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Good afternoon, can someone other than ******* please call she's giving too much run around she's referring to me as ************ and she asked for my account number and phone number this morning. And has done no thing Very unprofessional. Please asl someone to call other than this *******. Thank you!

      Business Response

      Date: 03/07/2024

      March 4, 2024

      Better Business Bureau
      Online Complaint

      No: 21293486
      Re: *******************


      Dear ********** ************ correspondence is in response to a complaint filed by *******************. In this complaint, ************ states that she does not wish to be contacted by a specific Cricket Wireless Office of the President **** manager. ************ states that she feels this representative is eluding her and does not feel that her concerns have been addressed. ************ is requesting a resolution to her issue.

      We attempted to contact ************ on February 20, 2024, but we were unsuccessful. We contacted her on February 21,2024, to discuss her complaint. ************ mentioned that she would like to get assistance accessing HBO Max **** We educated her on the steps to access the app however, while assisting with the steps the call was disconnected. We attempted to contact her later the same day and on February 22, 2024, however we were unsuccessful. To further assist ************, we need to be able to communicate with her. Should ************ still require assistance, she may contact ********, Office of the President ******** at **************.

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


      Regards,

      Cricket Wireless
      Office of the President
      ****************************************
      *******, ** *****

    • Initial Complaint

      Date:02/14/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My family had 4 lines through Cricket. In early October 2023, we cancelled our service and moved to another provider. We ported 3 of the numbers over to the new provider and cancelled all 4 lines. My son wanted a new number, so he did not port that number over. After cancelling our lines, I no longer had access to Cricket online accounts information nor did I receive any text messages from them.In February ****, while reviewing my credit card bill, I noticed I had been charged $50.00 in November, December, and January. I called the company to ask why I was still being charged. They responded one line was still active and I should have contacted them sooner when I got my bills or text messages. I told them I did not receive anything and they said they could not refund my money since the line was active. Both the frontline worker and her supervisor acknowledged there was no activity on the line for those months, but refused to refund the money despite it being Crickets error which left the line active. After over 45 minutes on the phone, Cricket still refused to refund the money.

      Business Response

      Date: 02/21/2024

      February 20, ****

      Better Business Bureau
      Online Complaint

      No: 21292991
      Re: ***************************


      Dear ********** ************ correspondence is in response to a complaint filed by *************************************** this complaint, ******************** states he had a Cricket Wireless family account with four lines. In October 2023, he ported three of the four lines to a different carrier and canceled all four lines; the number remaining belonged to his son and his number was not ported because he wanted a new number. ******************** further states after the cancelation of his numbers, he no longer had access to his Cricket Wireless online account and in February ****, he noticed that he had been charged $50.00 from November to February. ******************** is requesting assistance with his issue and a refund.

      We contacted ******************** on February 16,****, to discuss his complaint. After reviewing the account, we found that ******************* had ported one of his numbers on November 6, 2023, and on November 10,2023, he ported two more of his remaining wireless numbers. We confirmed that there is one number still active on his Cricket Wireless account.

      We advised him that amounts paid for service charges are non-refundable and account balances are not transferable,refundable, or redeemable for cash. If the account is suspended or canceled,for any reason, any remaining balance will be forfeited. More information can be found at: www.cricketwireles.com/terms.

      We noted that the remaining number he left on his account does not have usage since November 27, 2023, therefore, although service charges are non-refundable, we confirmed to ******************** that a refund of $138.34 has been processed to his original payment method for the unused portion of services. We advised him to allow 3-5 business days for the refund to complete.

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


      Regards,

      Cricket Wireless
      Office of the President
      ****************************************
      *******, ** *****

      Customer Answer

      Date: 02/21/2024

       
      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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