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

1,346 total complaints in the last 3 years.
396 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:02/25/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had Cricket service for my older child's phone. They lost the phone, necessitating a replacement of the **** I bought a replacement ***, however, it was impossible to activate it because Cricket said the *** for my account was incorrect. This is 100% impossible, since I keep the *** in a password manager. It must have been reset on their end in some way.I called them to fix it, but support can't do much of anything unless you can get texted a code to your Cricket number (which I couldn't, because the *** associated with the number was lost), or have the *** for your account which I did, but they continued to claim was incorrect. They told me to go into a physical location with my ID to regain access to the account.I did. The manager of the store was unable to get into my account. He reset the ***, but ******************** rejected the *** which had just been set. He spent about an hour on the phone with higher-level Cricket support, who couldn't figure it out, either. He told me to call support.I got back on the phone, and escalated as high as I could. They told me to go to the store.After multiple hours of trying to navigate this Kafaesque corporate nightmare, I was just done and wanted to leave, but you can't port your number unless you can get into your account. Nor can you cancel service, nor remove your billing information.They told me I could get into their web interface (they have multiple semi-overlapping systems with entirely different authentication schemes, and the one used for their web site still worked) and disable autopay. I did so and washed my hands.But it didn't actually turn off, and they've been billing me $35/mo for multiple months.After my experiences, I have no faith that they can fix this without outside motivation, so here I am.
Business Response
Date: 03/15/2023
March 15, 2023

Better Business Bureau
Online Complaint

Complaint No: 19497145
Re: ***************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************. In this complaint, ************ states he contacted Cricket Wireless to activate a new sim card because his son lost his device but was told the *** number, he had saved was incorrect. *********** then visited a Cricket Wireless Authorized Retailer with his identification and the store manager was also unable to access the account. *********** stated he was able to log into his online account and disable autopay,however, the payments continued to be drafted, ************ would like to be refunded for autopay payments from October 2022 February 2023.

We reviewed ************** account and found there was no usage from October 2022 February 2023. As a result, made a one-time exception and provided ************ a refund.

We contacted ************ on March 13, 2023 and informed him the refund has been processed back to the original method of payment and to allow 5 7 business days to see the credit on his statement.

We thank ************ for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Customer Answer
Date: 03/15/2023

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:02/23/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cricket has taken $180 for two months of autopay on a hotspot device that has not been used for the two months they have taken off of my card, they say I didn't cancel autopay, but I went into the Cricket store in ****** **** they replaced the Sim card and the device still wouldn't work the associates told me to go to ****** I told the two male Cricket employees if it is not going to work than refund my $90 that was on my account in February they told me in February they can't do that, well today March 23rd 2023 the took an additional $90 with no activity on the account usage so I called Crikett again this time and got the run around placed on permenant ignore!All I want is the money to be credited back on the card on the account autopay! Please can u help me!
Business Response
Date: 03/13/2023
no answer
Initial Complaint
Date:02/23/2023
Type:Customer Service 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.
My account was charged for the next month, I canceled the next month but they will not issue refund of amount taken out of my account.
Business Response
Date: 03/15/2023
March 14,2023

Better Business Bureau
Online Complaint

Complaint No: 19458273
Re: ***********************

****************************************** is in response to a complaint filed by ***********************. In the complaint, **************** states she canceled her service but was charged for another month. She is requesting a refund.

We attempted to contact **************** to gather more information on March 7, March 8, and March 14, 2023, but we were unsuccessful in reaching her. Should **************** still wish to have assistance with her concern, she can contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.

We thank **************** for her communication and look forward to assisting her with her concern.

Regards,

Cricket Wireless
Customer Corporate Relations
************************************************>*******, ** 30319
/JL
Initial Complaint
Date:02/23/2023
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.
My cell phone number, as well as 2 others on my 5 line plan, were hijacked from Cricket and ported onto another carrier on the night of 2/6/23. My phone actually went offline in my hand at 11pm.. In the morning in the Trash were 4 confirmations from my bank that I had changed my password, linked a Zelle account, etc. I knew right then that I had been a victim! For 3 or 4 days, they continually tried to access my retirement accounts, as well as my checking/savings accounts. They were ultimately able to get $50K from a Vanguard 401K and were able to sell $50K within my *******************. After about 3 days of pure h*** (sorry), things have quieted down. I think I have locked things down well now, but am concerned that they have my social security number and 31 years of my life from that phone on the cloud!! I am still after 2 weeks waiting for someone at Cricket to respond, which is both ridiculous and inconsiderate since their system broke down to allow this to happen. One of the other phone #'s stolen was my late wife's. Her phone had been off in a drawer for 2 1/2 years, but I was still paying on it on the account. I am told by Cricket that someone called using her phone number asking to make changes to the account. I am the only one permitted to make changes and I have a PIN # in my head, not the phone. When they called they were given a temp PW and that was all they needed to move 3 of my lines to another carrier. Why/how was that able to happen when it was supposedly someone named *************************** requesting the changes...not me, not from my phone and without my PIN#!? Sounds like an inside job to me and I would love to have this investigated or I fear I will never get answers that I deserve. I have a ton of documentation of everything that has transpired over the last 2 weeks, but primarily the first week. I would love to speak with someone. You may be my only hope since I am fearful that this may not be over. I want an explanation and should be compensated. Thanks!
Business Response
Date: 03/17/2023
March 17, 2023

Better Business Bureau
Online Complaint

Complaint No:19456254
Re: *********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************. In his complaint, ************** states that his phone number was fraudulently ported out to another carrier without his permission, and that he has been unable to resolve the issue.

We want to assure ************** that his accounts security is a top priority for Cricket Wireless. After researching his account, we believe he may be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual may then have used his phone number in an attempt to gain access to other accounts where ************** uses his phone number for verification. If he hasnt already done so, we advise ************** to file a police report regarding the suspected identity theft.

Our records indicate that we were able to retrieve **************** wireless number, and restore his original service plan. We contacted him on March 17, 2023, to explain our findings and he stated he no longer needed his numbers.

************** opened a new account with new wireless numbers. We answered his questions and provided a one-time credit to his new account.

We thank ************** for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless, Customer Support
1025 *******************
*******, ** 30319
/JL
Customer Answer
Date: 03/17/2023

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:02/22/2023
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 was very happy as a customer for 5 years and had no plans to leave there service. But I lost my phone and needed a new one quickly as I am disabled and use an app on the phone to communicate. I asked what my options were from ************** for the same phone and got a cost. Then the sales person said I needed a bundle for the phone as It does not come with a charging cord. (The Box clearly states it does come with a USB charging cord.) I explained I had cords at home but was told the one he included would charge it 30% faster. It does not also the box said it has a USB charging cord in it it was not provided. Then the case he provided was not the right one. I had to pay for the phone before seeing it but then he showed me the phone and it was not the same it was much smaller I told him it was not going to work as I needed to type to speak on it. He called his boss that told him the phone could be exchanged but the $70 in accessories he forced down my throat could not be exchanged. Odd part about that was he chose the wrong case but was able to put it back in the box and get the correct one. After an internet search of the cases what i found was the one I received consistently was 5-7 dollars less than the one I paid for.This is just wrong for a long term customer to be treated this way.
Business Response
Date: 03/15/2023
March 14, 2023

Better Business Bureau
Online Complaint

Complaint No: 19451367
Re: ***************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***************************. In the complaint, **************** states he lost his device and needed a replacement. He visited a Cricket Wireless Authorized Retail location and was advised of his upgrade options and purchased a new device. He explained he was also sold accessories that did not fit or need. **************** is requesting a refund of his purchase.

We researched Mr. ******* concerns and found the accessories purchased were compatible with his device. He was provided with a discounted device due to his upgrade promotion completed on February 5, 2023. **************** then ported out his lines on March 3, 2023 and canceled his account.

We contacted **************** on March 14, 2023 and explained our findings. He states he needed to file an insurance claim but instead an upgrade was processed. We explained this was done to get him into a new device same day and that he had received a discount on the device. **************** also requested his devices be unlocked. We advised one of his devices meets the requirements and could be unlocked using the myCricket app. We provided steps on how to complete. His new device, however, does not meet the requirements and we are unable to complete his request.

Cricket will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer, and you have met the following unlocking requirements:
The device you want to unlock has been active for at least six months of paid service on that device.
The device is designed for use on and is locked to Crickets network.
The device has not been reported lost or stolen.
The device is not associated with a fraudulent account
Crickets unlock policy, available at ****************************************** info/deviceunlock-policy.html, states:

We explained to **************** that at this time, we are not able to complete his request based on the time his device has been activate on our network. We offered a free month of service if **************** wishes to reactivate his service. Once his device remains active for the reminder of the 6 months, we would be happy to unlock his device.

We thank **************** for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless
Customer Corporate Relations
***************************************************************************
/JL
Customer Answer
Date: 03/15/2023

Complaint: 19451367

I am rejecting this response because: The answer is total bull s*** I was never advised they were processing a upgrade.The accessories I was told after paying my deductible I thought were not something I needed but was told they were not returnable. This whole transaction was complete deceptive practices. I will be filing with the states attorney. The second phone that was eligible to be unlocked was not able to be after spending over 7 hours at their store and traveling to another store where a manager even told me he couldn't get it unlocked. This was just another BBB complaint that the company has no interest in resolving.
Sincerely,

***************************
Business Response
Date: 03/16/2023
March 16, 2023

Better Business Bureau
Online Complaint

Complaint No: 19451367
Re: ***************************

****************************************** is in response to a rebuttal complaint filed by ***************************. In the rebuttal, **************** states he does not agree with our previous response and will be filling his complaint with an attorney.

In our previous response, we provided **************** with our findings and explained his case details. We advised we will not be able to complete his request based our findings. Since **************** is seeking legal assistance, we are no longer be able to further assist.

We thank **************** for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless
Customer Corporate Relations
***************************************************************************
/JL
Customer Answer
Date: 03/16/2023

Complaint: 19451367

I am rejecting this response because: Cricket is blowing off my request I clearly explained I went in for a warranty replacement of my phone. They claim they upgraded it with a discount. This is not what I asked for. Additionally they continue to claim the android phone was able to be unlocked but after the better part of 7 hours between 2 offices and managers getting involved it could not be. There store and managers actions cost me $1300 for new phones and $700 in unusable phones I purchased from them. Yes I am now contacting the ******* states attorney regarding their unfair business practices.

Sincerely,

***************************
Initial Complaint
Date:02/22/2023
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.
To Whom This Concern, my name is *******************************. I went into Cricket on January 18th, 2023, in the evening. I conversed with a salesperson named ***************************** and made an initial purchase for a ******* Galaxy Device A13, the color is black. I get home and was very excited about the purchase of this device. I wasn't home for ten minutes, ripped box unintentionally with excitement. Once I turn on the device, instantaneously there is pop up's with games, each time i unstalled the games, there was another. I assumed this device had been compromised by potential hackers and i immediately shut the phone off and decided to return the device to them on Saturday January 20th, 2023. I drive down to store location and proceed to walk into Cricket. I walked up to the salesperson who I was today told is the manager which is *****************************, and she had an immediate attitude. I informed her why I was taking this initiative to bring back this device, due to the games. Now the stores policy is that an individual can bring back the device within seven days of the initial purchase for a refund. ***** then indicated that I would not be entitled to receive the full refund of one hundred and eighty seven dollars for the first month of the service, I would get one hundred's and conveyed that she would have to contact her manager ****, she went on to say the phone was dirty, i immediately recognized that it did not appear to be dirty and just apologized for it because I did not want to engage in any unneccessary animosity, we exchanged words and I told her that I was not trying to argue with her and indicated to her that I haven't even raised my voice. Then she calls her boss **** on the phone and gives him the impression that the box destroyed. I was in disagreement and offered to pay twenty-five dollars for the box?. They both replied that I could not bring back phone due to the box. I replied close my account and here's the device, i don't want it and left. I room left in portal
Business Response
Date: 03/10/2023
********
Initial Complaint
Date:02/22/2023
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.
My daughter, ******************************** *************), was a Cricket wireless customer. She suddenly passed away on December 21, 2022. On February 17, 2023, I called Cricket Wireless to cancel her cell phone account and get a refund for the amounts charged to her checking account on ******* and February. I was told that in order to cancel her account and seek a refund, I had to go into a Cricket Wireless store. On February 21, 2023, I went to the local Cricket Wireless store located on **********************************************************************. I advised the employee that my daughter passed away, I showed him the Certificate of Death and requested that he close her account and refund the charges for ******* and February to her account. The employee told me that he could not close her account or issue a refund without a "passcode". I told him I did not know the passcode. We tried two possible passcodes by using birthdates; however, they did not work. He said if we tried one more time, we would be locked out of her account. He told me that there was nothing further that he could do for me and that I would need to call Cricket Wireless. I told him that I had already called Cricket Wireless on February 17 and was told to go to the nearest store. He again said that there was nothing he can do. Cricket Wireless, please cancel my daughter *******'s account and refund the charges for ******* and February to her bank account in your records. I know that I am not the only one who has lost a loved one who needs to close utilities, and there has got to be a better procedure in place for closing out an account if you don't have the "passcode"!
Business Response
Date: 03/02/2023
closed daughters account and refunded
Initial Complaint
Date:02/21/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I chabged mobile phone carriers to Cricket wireless. I went with them because they had month to month service with no long term contract, and they had 5g coverage in my area. But as soon as I got home I had little to no service. After complaining about it the store told me it could be the phone I purchased and they got me to upgrade to an iPhone. So they refunded my original phone and I played **** dollars out right, no discounts. Still no service. Then 5 months and 25 days later I had zero service, so I called customer service and I was informed they had a tower down in my area and that it could be a week to get it back up. Now, not being able to go that long due to health reasons I asked if I could without penalty leave and they said yes, since they prided themselves on no contracts. Then when I went to change my new phone was locked and I couldn't use it for 7 days because they had a 6 month service time with them? That's new but okay, so after a week I tried to unlock it again, but still not able to unlock it, had to wait 5 more days. Here we are a week later and they still will not unlock my phone, now they say I have to come back and activate my service for 5 more days or else pay 30 dollars to unlock it. That is strong arm tactics and is completely unfair. And no one is willing to help me here in the US and the customer service us over seas, I can't even hire a lawyer for that, so they are stealing **** dollars which in itself is grand larceny.Please help.
Business Response
Date: 03/10/2023
********
Customer Answer
Date: 03/10/2023

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:02/21/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased phones and services from cricket wireless at which time the saleswoman told me all the cases And screen protectors We're included in the price...more than one time .. as a new customer I thought well that's really nice and we initially declined because we didn't like any of the cases they had but she insisted and Before we leave she put them on our phones throws away the boxes I never got any explanation or at no time was I told I Was being charged extra I got confused about the price until I got home and looked at my receipt and it said $34 for 1 case 24 for another case $19 for another case $16 for a screen protector She said the phone's didn't come with chargers we'd need 2 chargers 60 more dollars for 2 chargers I didn't even her put in the bag to be honest cause the phone comes with a charging cable all you need is any USB device to charge your phone The point is she explicitly lied multiple times and told me these things were included everything but the 2 chargers that I didn't need because she said the phone does not come with a charger technically true but it came with a wire while she said each and every time the cases and screen protectors were included and they were outrageously priced at $34 $24 $19 $16 dollar she bold face lied numerous times as they receive a small commission for selling these things
Business Response
Date: 03/03/2023
March 3, 2023

Better Business Bureau
Online Complaint

Complaint No: 19430452
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************** regarding Cricket Wireless service. In this complaint, Mr. ******** stated was misinformed by a Cricket Wireless Authorized Retail employee about the purchase of accessories.

We spoke to Mr. ******** about his complaint on February 28, 2023. The management team at the Cricket Authorized Retailer has addressed the team member about transparency in the sales process. They have also agreed to issue Mr. ******** a refund for the accessories he purchased.

We thank Mr.******** for his communication and trust that this explanation properly addresses his complaint.

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Customer Answer
Date: 03/03/2023

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:02/18/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a cell the store on **************** in ** on my way home from work. Started having problems immediately. I work in ******* and live in Houschton so the next day I had off I went to the closest store which is in WINDER to see if they could fix it. They said NOOOOO, this is not working correctly at all, unable to access any of my necessary apps and settings kept reverting back to whatever they wanted too. They said you have to take it TO THE STORE YOU PURCHASED IT AND MAKE THEM GIVE YOU A NEW PHONE. Meanwhile, when I went back to work and stopped on my way home from *******. It appears that in order for them to give me a new phone I only had seven days, THIS WAS THE NINTH DAY. Are you kidding me. I went back to the store well within the time frame not knowing I had to go back to t he original store....what if I moved. I have never heard of such a thing. THEY REFUSED TO DO ANYTHING!!!!!!!!! All I want is my money back....period. I had to go immediately to Metro PCS and actually get a phone that worked. I can not be without a phone in my work. Now they are running me through a bunch of hoops especially since I do not have an account with them any longer. I honestly am not sure WHICH address to choose for this complaint. This is the address of the store I purchased it from *****************************************************************. I Am filing this on behalf of my boyfriend. He doesn't have time or know how to do this. He just want this money back and be done with this. *********************** ************
Business Response
Date: 03/10/2023
March 9,2023

Better Business Bureau
Online Complaint

Complaint No: 19429484
Re: ***********************

****************************************** is in response to a complaint filed by ***********************. In the complaint, **************** states he purchased a new device and was experiencing problems with his device. He requested a refund and was not able to return his device. He is requesting a refund.

We attempted to contact **************** to gather more information on March 7, March 8, and March 9, 2023, but we were unsuccessful in reaching him. Should **************** still wish to have assistance with his concern, he can contact *****, Cricket Wireless Corporate Escalations Manager,at the number provided.

We thank **************** for his communication and look forward to assisting him with his concern.

Regards,
Cricket Wireless
Customer Corporate Relations
************************************************>*******, ** 30319
/JL
Customer Answer
Date: 03/13/2023
They did not reach out to ***** on those dates AND do you notice THERE IS NO PHONE NUMBER IN WHICH TO REACH OUT TO THEM

They can call me at ************ if they want to contact someone
Business Response
Date: 03/31/2023
March 31, 2023

Better Business Bureau
Online Complaint

Re: ***********************
Complaint ID: ********

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In this complaint, **************** states he was not contacted regarding his request for a replacement device,refund or exchange due to a malfunctioned device.

************** previous BBB complaint, we were unsuccessful in reaching him,but requested he reach out to us.

Regarding this complaint, we reached out to ***********************, on March 29, 2023, via email to ask for a good time to speak in order to authenticate his account information. Unfortunately, we did not hear back from ****************

Since we are unable to have the account verified, we will not be able to further assist.

We thank **************** for his communication and will be available should he need our assistance in the future.

Regards,

Cricket Wireless
Customer Corporate Relations
***********************************************************************
/JL
Customer Answer
Date: 03/31/2023
I have emailed them SEVERAL TIMES. The last email said they needed to verify some information I specifically asked if I could provide the information or did they have to talk to ***** THEY NEVER RESPONDED. Please follow the following correspondence, never heard back
Re: CS0062192 - You have a New Message from BBB Serving Metro Atlanta, Athens & NE *******, Consumer Complaint #********

**********************;<*******************> Wed, Mar 29, 3:22?PM (2 days ago)

to Cricket

exactly what do you need, him or some kind of information
On Wed, Mar 29, 2023 at 3:19?PM Cricket Customer Success <********************************************************> wrote:

Hello,
We will need to get his account verified in order to further assist. Please let us know a good time to reach out so we may have his account authenticated.
Regards,
Cricket Customer Success
/JL

Yes, I filed on his behalf. He is a heavy equipment operator and not available during the day. You read the complaint and he was within his 10 day grace ****** but at another store....shouldn't have been a problem. He lives in ******** and works in *******. The ONLY way to resolve it for him was to get another phone immediately. He needs his phone to clock in and out of work, contact his supervisors, HE CANNOT BE WITHOUT A PHONE. You wanted him to contact some technical person etc. etc. etc . He is a working man! His office is a technical void construction site. You have in no way provided him with customer service of any kind, "know your customers" The ONLY solution at this point is a REFUND. This correspondence will be provided to the BBB.

***********************
************
for ***********************************
*************

On Wed, Mar 29, 2023 at 2:00?PM Cricket Customer Success <********************************************************> wrote:
Hello *****,
We have received your BBB rebuttal case and are happy to assist.
In the complaint you mention we did not attempt to reach you and provided a new contact number. In the previous case we were provided with a different number and email. The case description mentioned ***** was filling the case in your behalf.
When attempting to reach out, we used the info provided by her. We did not receive a response and closed the case.
We are happy to assist and investigate your concerns. We will provide an update once completed.
Regards,
Cricket Customer Success
/JL

Business Response
Date: 04/17/2023
April 17, 2023

Better Business Bureau
Online Complaint

Re: ***********************
Complaint ID: ********

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ***********************. In this complaint, **************** provided new contact information for us to reach out.

We were able to reach *************************** and have her authenticate Mr. ******* account. She is assisting him regarding his refund request. After researching his account, we agreed to make a one time exception and request their equipment be returned for a refund. Mr. ******* device is no longer within the Crickets return window but agreed to make an exception.

After speaking with ****************,she explained the device had been dropped and damaged. She also no longer had the original box or accessories. Due to Crickets return requirements, we will no longer be able to have her device returned.

We explained to **************** on April 17, 2023 that we will no longer be able to request a refund due to the conditions of the device. We would also like to remind her of Crickets Return Requirements which state: The returned device must be in like-new condition with its original contents and packaging to be eligible for a refund of the purchase price or exchange for another device. The return must include the original components, including the device, battery, charger, accessories,documents, and unopened software.

The full policy can be found at: **********************************************************************************************.

We respectfully request that this complaint is closed at this time, as we are unable to comply with Mr. ******* request.

Regards,

Cricket Wireless
Customer Corporate Relations
***********************************************************************
/JL
Customer Answer
Date: 05/09/2023
Since the last response from Cricket I have actually found the ORIGINAL PHONE and returned it in the original BOX WITH all that came with it. I let them know and have not heard one word form them. I sent the phone back with the original box and everything 4/26/2023 . He said he would track the return and would notify me when they received it and mail a complete refund....I have not heard one word from them since. I just want all this to be resolved. I have done everything I can on my part.
Business Response
Date: 05/16/2023
May 16, 2023

Better Business Bureau
Online Complaint

Complaint No: 19429484
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ***********************. In the rebuttal,**************** states he has returned his device for a refund.

We researched **************** returned tracking and found it was returned and processed on April 28, 2023.

We contacted **************** on May 16, 2023 to discuss our findings. We agreed to make a one-time exception and requested a refund with our back-office team. Once **************** refund has been processed, he can expect his refund back within **** business days in the form of a check.

We thank **************** for his communication and trust that this explanation addresses his concerns.

Regards,

Cricket Wireless, Customer Support
**********************************************;
*******, ** 30319
/JL
Customer Answer
Date: 05/16/2023

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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