Complaints

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:11/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never started service with Cricket Wireless and has never used them as a mobile carrier. I did initiate a number transfer but never activated the service as I decided to go with another carrier(Mint). The ****** was still deducted from my back account but was never refunded to me. My bank started a claim and tried to get the money back from Cricket but they told my bank that the transaction was legit. I never used their service. Never had cricket! They also sent me an email last week stating that they will be deducting ****** as an automatic payment. I can't get a hold of customer service because I don't have an account with them. I just need my ****** back from these thieves. I wish I could stop people from signing up with them. Thank you

  Business Response

  Date: 12/10/2024

  Hello. This transaction was completed online and the complaint was towards a physical store location in ********. Any transactions done online must contact 1800Cricket. The cricket location in ******** is an authorized dealer and cannot refund any transactions done online. 

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two new phones one for my wife one for my daughter. We were adding my daughter to my plan with upgrading her Apple phone. Halfway through the process the manager realized she had to upgrade the Apple phone in a new account. So he created a new account for my daughter who's underage and said 24 hours later you emerge her new account into our existing account, and it wouldn't cost any extra. So our expected bill was going to be the same as I was already paying as three people online was the same price as two people. Which is why I did this in the first place. Well 2 months later my daughter's phone is turned off and they're asking for us to pay a bill, because she was never merged into our account and to merge the account we have to pay the bill in full plus a fee to transfer it which we already paid in the ***** Tennessee store. I spent $400 on two new phones and paid a bunch of service fees and was promised that it wouldn't be an issue. But now I'm paying more than double for crickets mistake. I called the customer service even talked to a supervisor who was rude and offered no help told me I'd have to pay the full amount and was rude, so I called the store thinking they would take care of it, and they were worse than the customer service. So the bottom line is I have to pay a lot extra for a mistake that was several mistakes done by cricket. The first was offering the phone when he didn't understand his own promotion, the second we asked that they take us off the higher plan that we never even agreed to cricket change that on their own, the third mistake was telling us that he emerged the lines and I paid the fees for it but that never got done, in the 4th by the store and the customer care which her name was **** and ?? nz811m, everyone was rude and unwilling to even offer a credit for Their own mistakes

  Business Response

  Date: 07/08/2024

  June 24, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21834420
  Re: *********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************. In his complaint, he states that he purchased two wireless devices, one for his wife and one for his daughter, and he added his daughter to his plan with an upgrade to an Apple device. However, halfway through the process, the Cricket Wireless authorized retail store manager realized that the Apple device needed to be upgraded in a new account. The manager created a new account for his daughter and assured ************** that it would be merged into their existing account within 24 hours without any additional cost.
  
  However, two months later, his daughter's wireless service was turned off and they were asked to pay the bill.To merge the account, they were told they had to pay the bill in full plus a transfer fee, which they had already paid at the store. ************** feels that he is now paying more than double for Cricket Wireless mistake and has had negative experiences with both the customer care department and the authorized retail store. He believes that several mistakes were made by Cricket, including not understanding their own promotion, changing their rate plan without consent, and failing to merge the lines despite payment of fees. ************** is requesting assistance to resolve this issue and a credit to his account.
  
  We attempted to contact ************** on June 20, 21, and 24, 2024, but were unsuccessful. To investigate Mr. ****** concerns, we need to be able to communicate with him. Should ************** still require assistance, he is encouraged to contact *********, Cricket Wireless Office of the President ******** at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********

  Customer Answer

  Date: 07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

   

  I would like to add this 

  I spoke with the president of cricket and he was very helpful and professional and courteous and resolved this issue with no hesitation and I am fully satisfied with the outcome. I only wish the customer support team could have done this process and avoided all this unnecessary time and effort
  Sincerely,
  
  *********************

  186 ************ Dr *************** TN 38333