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, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1050 W Colfax Ave STE E & F Denver, CO 80204-2071

• 

  Cricket Wireless, LLC

  112 W 87th St STE M5 Chicago, IL 60620-1318

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  Cricket Wireless, LLC

  11560 S District Dr South Jordan, UT 84095-5539

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:02/16/2024

  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 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:

  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 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:

  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.

  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:

  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.

  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,
  
  ***************************

• Initial Complaint

  Date:02/12/2024

  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.

  1st incident was Jan 2024 where as they add my sons line to my account which I did not want my son had a reload card which they took and then they add his line to mine and locked me out of my account which I had to create a new on and then they triple charged my card and would not put my money back on the card instead they applied it to my account which I felt that it wasn't the correct amount and said that I would only pay $31 for February so did not put to much into what happened so now we are in February 09 2024 and I paid it, so I went into one of the cricket store to get my Hotspot box turned on and which costed me $129.44 for it so the next day all my services where turned off and said need to pay $17.33 to get my services turned back on I was on the phone with them for hours on February 12 2024 where I live doesn't have a cricket there so I came to ******* ** where I pay at got my receipt and had the manager speak to the ladies at the store and this is customer service on the phone that I was talking to would not provide me a higher up to speak with or GIN just her name and at the end she applied $10 to my account and $7.33 was left for me to pay which I paid everything I needed to pay and they hung up on me so I had to call them back and be on the phone again for hours and the lady that I called spoke to there higher up management and was really nasty to them as well so the nice ladies called there higher upside and told them what happened so it was a big thing going on so I'm looking for a lawyer right now because this is completely unacceptable

  Business Response

  Date: 02/28/2024

  February 27, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21282771
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, **************** states her first incident occurred in January 2024, when her sons line was added to her wireless account, she was locked out from her account and had to create a new one. She was also triple charged and a credit was provided on her Cricket Wireless account instead of a refund to the original payment method.Then, **************** stated, that on February 9, 2024, she went into a Cricket Wireless store to activate a mobile hotspot box, she processed a full activation payment, but her services were suspended the next day. She tried to get assistance with this issue through different customer service channels who provided a $10.00 credit. **************** is requesting a resolution to her issue.
  
  We contacted **************** on February 19, 2024, to discuss her complaint. After reviewing her account, we confirmed, that on January 11, 2024, she processed a payment to reactivate her wireless number so she could add her sons line to her account. She was charged $60.00 instead of $45.00. Once her sons line was successfully moved and both wireless numbers were placed under the same rate plan, a $59.00 credit balance remained on her account, including the amount that was overpaid. Therefore, she was not required to pay in full her rate plan the following month.
  
  Additionally, **************** activated a mobile hotspot device two days prior to her billing cycle, which resulted in a prorated charge of $7.33. The prorated amount was not paid on time since the $59 credit was used to pay the following month of her rate plan. We processed a $10 courtesy credit for the reactivation fee and **************** paid the remaining balance.
  
  **************** confirmed that she is satisfied with the resolution provided and no additional assistance is needed. We thank **************** for her communication, and trust this resolution addressed her concern.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ****************************************
  *******, ** *****

• Initial Complaint

  Date:02/11/2024

  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.

  This complaint is referencing order #**************** that occured on Tuesday Feb. 6, **** in *****, **. I had internet outage at my home due to damage to the cable line that occured during work on the driveway at the apartment complex where I rent. I was unsure of when service would be restored, and I work from home, so I lost that day of work. I was told by my company's IT department that I could use a wireless hotspot, so I went to Cricket to purchase one. I stated at that time that it was needed to work from home. At no time was it asked the type of work I do, or explained to me how slow the internet speeds would be with the hotspot device. With the hotspot, the dowload was ***** mbps, and the upload speed was **** mpbs, contrasted with the cable service in my home, which I subsequently tested at a download speed of 63 mbps and an upload speed of **** mbps. I don't even have the fastest speed available through the carrier, and it is still approximately 4 times faster for the download and 30 times faster for the upload. The speed was so slow that I was not able to even log in to my company's VPN to do my work. The store's sales staff was pleasant, but they had not been trained on the capacity of the hotspot and its inability to accomodate business applications. At the time, the sales agent said that he knew people who played RPGs off of it, so I expected a better speed. When I called Cricket's customer service, I was given the runaround and was told "my nearest tower is under repair" all the more reason I never should have been sold this device as a backup for work. I feel like i was scammed, and although I was able to return the equipment, Cricket refuses to refund the $25 activation fee and the $55 service fee. They won't even credit my bill. I feel scammed, and like Cricket is targeting consumers they feel have little recourse. If this matter is not resolved,. I plan to file a small claims case referencing section ** Law, Titile 30, Section 39-5-20.

  Business Response

  Date: 02/19/2024

  February 15, ****
  
  Better Business Bureau
  Online Complaint
  
  No: 21278735
  Re: *******************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ****************************************** this complaint, ****************** ****** that she had an internet outage at her home address due to damage to the cable line that occurred during work on the driveway at the apartment complex where she lives. She further states she purchased a mobile hotspot device to have internet access as she works from home. She attempted to login to her works VPN but was unsuccessful because the internet speed was not enough. ****************** is requesting a refund for the unused service and activation fees.
  
  We contacted ****************** on February 13, ****, to discuss her complaint. After reviewing the account, we confirmed that she returned the mobile hotspot device to the point of purchase, Cricket Wireless Authorized Retail store and was provided with the refund for the device.
  
  We advised her 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.
  
  Although service charges are non-refundable, we confirmed with ****************** that we applied a one-time courtesy credit to her Cricket Wireless account for the amount paid for the service rate plan and informed to her that we are unable to refund activation fees.
  
  We thank ****************** for her communication, and trust that this explanation properly addresses her concern.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ************************************************ *******, ** *****

• Initial Complaint

  Date:02/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the Cricket store on Wednesday February 7th to add a line to my account. They charged me $162.94 which I knew was too expensive. So I told the store that I was going to call customer service and talk to them about how much it cost. They said go ahead and let them know what they said. I called customer service and was told I was grossly overcharged and that the store made several incorrect transactions on my account. **************** said that they could not physically give me a credit or refund because I made the purchase in store. They said they would put a note on my account and that I needed to take the receipt and go to the store and have the store call customer service while I was there so they could tell them how to process my refund. I did that today February the 9th I was there for 3 hours. The employee there called customer service and he was told what I was told that I was overcharged and how I was overcharged and that the store needed to give me a refund. The employee was not allowed to process the refund without a supervisor or manager permission. The employee called his manager who proceeded to tell me she was not going to give me a credit or a refund. So I explained to her that customer service said I was over refund that they had overcharged me and that she was breaking the law. She said customer service was wrong and that there was nothing she could do for me. I said you're a store manager I called Headquarters and the manager there told me you're wrong three different managers told me she was wrong. I said so you fraudulently took money from me and you've been told that you did your job wrong and that you owe me a refund and you refuse to return my money. She said there was nothing she could do for me. I called customer service back to let them know that the store refused to issue me a refund even though I was due one. **************** advised me to go to my bank and tell them that I didn't authorize the charges. They said this way the store would not get any money at all for overcharging customers and refusing to correct their mistakes. I am not the first customer to have this problem. I've been with Cricket for 10 plus years and have auto payment so I've never missed a payment I've referred at least five people to their services and was bringing them more money by adding another line to my service. The store should be reprimanded for basically stealing money from customers and then when they're overhead tells them they've done their job wrong refusing to fix their mistakes. The store gets Commission when upsell things. The employees also get commission on how much the ticket is. So they are overcharging customers to pad their own pockets. They did the same thing to a couple that came to the store to get their service while I was there. When the customer questioned the charges they couldn't explain why the price was hire then what the company advertises.

  Business Response

  Date: 02/15/2024

  February 15, ****
  
  Better Business Bureau
  Online Complaint
  
  No: 21273134
  Re: *******************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *******************************. In this complaint, ****************** states she went to a Cricket Wireless Authorized Retail store on February 7, ****, to add a line to her account. She was charged $162.94 and considered it too expensive and expressed her concerns to the store representative. ****************** called customer care, she was informed that she was overcharged and should request a refund from the store. She explained that she spent over three hours in the store and has not been able to get a refund. ****************** is requesting assistance to resolve this issue.
  
  We contacted ****************** on February 13, ****, to discuss her complaint. After reviewing her account, we found that ****************** activated a new line on February 7, ****, and purchased a new device. Additionally, she had a grandfathered group save discounted plan and when the new line was activated, her rate plans were changed. This change and the activation of the new line caused the bill to go higher. ****************** mentioned she was unaware this would change her monthly payment. We explained what a grandfathered plan is and how those plans are no longer available for new activations or to add to existing account as a plan change.
  
  We shared with ****************** that we issued a one-time courtesy credit to her Cricket Wireless account for the additional charges. We provided the next due date and balance was to her.  ****************** confirmed her services are working as expected and she did not need any additional assistance is needed from Cricket Wireless.
  
  We appreciate ****************** for her business and thank her for her communication. We trust this resolution addressed her concerns.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President.
  ****************************************
  *******, ** *****

• Initial Complaint

  Date:02/09/2024

  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 a victim of sim swapping through Cricket wireless, which allowed hackers to obtain all my information from my phone. They cleaned out my bank accounts and have opened up credit cards and bank accounts with using my email and phone number to receive verification codes. It's been a week now and Cricket Wireless refuses to shut my old phone number off. They keep telling me the fraud department is working on it, however they will not give me the fraud department number and when I call the regular service number they refuse to talk to me because the hacker changed my passwords and pin to my account. I have filed a police report and reported it to the *** but Cricket still refuses to shut that compromised phone number. Everyday the hacker is using that number to obtain more and more information while I am locked out of my whole life. At this point Cricket Wireless is helping the criminal taking over my identity.

  Business Response

  Date: 02/21/2024

  February 18, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21228340
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, ************** ****** that on January 26, 2024, she lost access to all her wireless numbers and her Cricket Wireless account. ************** further states Cricket Wireless refused to cancel the services of her wireless numbers to stop the unauthorized usage of her numbers and that Cricket Wireless allowed someone to make unauthorized changes and hack her account information. ************** would like to have this issue resolved.
  
  We contacted ************** on February 6,2024, to discuss her complaint. We want to assure ************** that her account security is a top priority for Cricket Wireless. After researching her account,we believe that she may have been the victim of identity theft originating outside of her Cricket Wireless account. The individual who accessed her Cricket Wireless account had enough information to authenticate her account and make changes. This individual may then have used her phone number in an attempt to gain access to other accounts where they use her phone number for verification.
  
  ************** confirmed that she does not wish to recover her numbers as have been compromised and she further stated that she activated new lines with Cricket Wireless. Before closing our discussion, we assisted ************** by updating the security credentials of her new Cricket Wireless account to enhance the security measures of her new lines,we processed a refund check for the last payment processed on the compromised account to compensate the charges she paid for the new lines that she activated,and we applied a one-time courtesy credit on her new account.
  
  We thank ************** for her communication and trust this resolution addresses her concern.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ************************************************ *******, ** *****

• Initial Complaint

  Date:02/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is Cricket Wireless, the address is ********************************************************************************* *****, The number is **************, the date of service February 5, 2024, and the sales person---*****. The corporate office informed me that it had no inclusion establishing the policy of no cell phone case returns---which is insane---for I paid $53.49 in which In can no longer use because another phone was purchased. I now possess a Moto 5 Play, and the case works for ************ I simply want $53.49, then I can return the tempered glass and the case. Thank you!!

  Business Response

  Date: 02/21/2024

  February 19, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21265769
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In his complaint, ****************** states he needs assistance with a refund for a phone case and a tempered glass he attempted to return a couple few after purchase since he ended up changing the equipment he had before.
  
  We contacted ****************** on February 12, 2024, to discuss his complaint. We explained to ****************** about our return and exchange policy that states that any opened accessory returned to Cricket Wireless will not be refunded nor returned, more information can be found at: **********************************************************************************************, while providing ****************** with this information the call dropped.
  
  We contacted ****************** on February 15, 2024, to follow up on his case complaint and to offer additional assistance regarding Cricket Wireless services. ****************** stated that no additional assistance was required as he understood our Terms and Conditions of Service previously explained.
  
  We thank ****************** for his communication, and trust that this explanation properly addresses her concern.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ************************************************ *******, ** *****

• Initial Complaint

  Date:02/06/2024

  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.

  Cricket Wireless payment site has been down for more than a month now. If you dont pay online, you either have to go to a store or pay via phone, and paying by phone costs an extra $5. When the site was down in January, I tried contacting customer service, because I was quarantined for COVID and couldnt go into a store. They refused to help me. This month, the payment site was still down when I tried to pay twice before the due date. They know theres an issue, and theyre not fixing it, likely because they can collect extra fees from everyone who cant physically go to a store and make a payment. Its criminal.

  Business Response

  Date: 02/21/2024

  February 20, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21255993
  Re: ***********************
  
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In her complaint, she states Cricket Wirelessonline payment website has been down for more than a month, and to make a payment she either needs to go to a store location or pay via phone which costs $5 extra. When the site was down in January, she tried to contact Cricket Wireless customer care center because she was unable to go to an authorized retail store, but she did not receive assistance. ************** further states that this month the site was still down when she tried to pay before her monthly bill was due. ************** is requesting assistance to resolve this issue.
  
  We contacted ************** on February 14,2024, to discuss her complaint. After reviewing her account, ************** declined assistance, requested a refund for the reactivation fee and finished the conversation. We informed ************** via e-mail that a one-time courtesy credit for the reactivation fee was applied to her wireless account as we noted this is the first time Ms. ****** account was suspended for a late payment.
  
  On February 15, 2024, we contacted ************* again because she attempted to process her payment using Quick Pay and she was unsuccessful. We confirmed to ************** that we have escalated the issues she is presenting with our online support team to further investigate her concern. We confirmed ************** processed her monthly payment successfully and we advised her that a one-time courtesy credit was applied to her Cricket Wireless account for the inconvenience.
  
  We thank ************** for her business and communication, and trust that this resolution properly addresses her concern.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ****************************************
  *******, ** *****

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21255993
  
  I am rejecting this response because: The last time I checked, the mobile payment site was still down. **************** asked me to check a couple things on my phone, to see if the issue was with my network or settings, but they could find no issue there and left it at that. I can still only pay my bill if I get on their payment site via my laptop, which severely limits options for those customers who don't have additional devices they can use to pay.

  If they want to resolve this, they need to correct the issue with their mobile payment site.

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

  Business Response

  Date: 02/27/2024

  February 27, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21255993
  Re: ***********************
   
  
  
  Dear ********** ************ correspondence is in response to a rebuttal filed by ***********************. In her rebuttal complaint, she states Cricket Wireless online payment website was still down. She received assistance to verify if the issue is due to her device settings or the network and no issues were found. She further states that she can only make payments if she uses her laptop, limiting her options to make a payment. ************** is requesting assistance to resolve this issue.
  
  We contacted ************** on February 15,2024, to discuss her original complaint. We informed her that we have referred the issue and details of the error message when making a payment to our online support team to further investigate her concern. We confirmed ************** processed her current monthly payment successfully and provided a one-time courtesy credit on her Cricket Wireless account for the inconvenience.
  
  We thank ************** for her business and communication, and trust that this explanation addressed her concern.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ****************************************
  *******,** *****

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21255993
  
  I am rejecting this response because I just tried to pay from my phone again, and the mobile payment site is still down. Its been down for almost two months now. This is unacceptable. Until the mobile payment site is functional again, my issue is not resolved. 
  
  Sincerely,
  
  ***********************