ComplaintsforCricket Wireless, LLC

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to there site to purchase 5g phone service on 10/23/24. I paid for 3 months service and confirmed that my device was compatible through there checker. I have since received the sim card and activated service on 10/29/24. I spoke with ******** a manager in tech support and It turns out that my device is not compatible with 5G. I asked for a refund. They said no refunds.

  Business response

  11/08/2024

  November 8, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22488092
  Re: ******** ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******** ********. In his complaint, Mr. ******** stated that he purchased a 5G phone service on October 23, 2024, paying for three months of service after confirming his device's compatibility through the provider checker. After receiving the *** card and activating the service on October 29, 2024, he spoke with a tech support Manager at Cricket Wireless who informed him that his device was not compatible with 5G services. Despite his request for a refund, he was told that refunds are not permitted. Mr. ******** would like to be refunded for the services he paid in advance.
  
  We contacted Mr. ******** on November 2, 2024, to discuss his complaint. Mr. ******** expressed his dissatisfaction with the Cricket Wireless website's failure to provide accurate information about his device's compatibility with the 5G network. We apologized and clarified to him about the compatible devices listed on the website. Additionally,he requested to have his card information removed from the Auto Pay enrollment as he was no longer interested in keeping his line with Cricket Wireless.
  
  We explained Mr. ******** the portion of the Cricket Wireless terms and conditions that state that Amounts paid for Service Charges are non-refundable and Account balances are not transferable,refundable, or redeemable for cash. Full terms and conditions can be found at: ******************************************.
  
  Although payments are non-refundable,we confirmed the amount paid for his wireless services and explained that a refund would be processed back to the original payment method as a one-time exception and asked him to allow 3 to 5 business days to complete. We explained about the suspension on his service after the refund is completed as he understood, and he expressed satisfaction with the resolution provided.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Requested to end service today and a refund for the remainder of billing period, which just started today. I was told no to keep the service and now they have shut down my account access so I do not know whats going on with the account

  Business response

  11/11/2024

  November 10, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22474653
  Re:******* *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** states she requested to end her service and sought a refund for the remainder of the billing period, which had just commenced on the same day. Ms. ***** states that she was informed that her account would remain active, she has since found her account access shut down, leaving her uncertain about the status of her account and the requested refund. Ms. ***** is requesting assistance to resolve this issue.
  
  We contacted Ms. ***** on October 29, 2024, to discuss her complaint.After authenticating her account, we confirmed that she transferred her wireless number out of Cricket Wireless but still had an active Mobile Hotspot line,which she had not used. We assisted her canceling the extra line in her account. We explained to Ms. ***** that as set forth in the Cricket Wireless Terms and Conditions of Service, Amounts paid for Service Charges are non-refundable and Account balances are not transferable, refundable, or redeemable for cash. Full terms and conditions can be found at: ******************************************.
  
  Although Cricket Wireless does not provide refunds, we made an exception and processed her refund to the original payment method used. We advised Ms. ***** to allow 3 to 5 business days to receive her refund and she agreed.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer response

  11/11/2024

   
  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

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Because my sister already had an account with ********************, I went there on 9/4/24 to purchase another flip phone for her. ******** had damaged and misplaced the one she had. Since Cricket did not have flip phones anymore, I purchased a different type as she needed another phone immediately. I told ******* *. that because my sister is not well and is a senior citizen, she may have trouble using it. He told me I could not get a refund as the phone and charger were non-returnable. My sister did have trouble using it; so I went back to the store on this same date. The total of the refund was $11.60 ( *******************************, ******************************** Public ****** State tax); however, ******* then tells me in order to give me the refund, I needed to return the phone. Even though I reminded him of what he said when I purchased the phone, I reluctantly gave him the phone. I called the **************** and was told I needed to go back to the store and ask to speak to manager or owner. The salesperson told me that ******* no longer worked there and he gave me the contact information for the Regional Manager. Mr. ****** ********* did return my call on 9/13/24. He apologized profusely; confirmed that the employee was let go; and offered to refund the activation fee, $25.00. This was not acceptable because I believe he needed to honor what the employee said, that is, allowed me to keep the phone. I paid the one month service charge of $60.00 but unable to take advantage of it because I did not have the phone. Consequently, I gave Cricket $60.00 as I received nothing to show for it. An appropriate resolution would be for Cricket to also refund the service charge of $60.00.Thanking you in advance for your assistance concerning this matter and I look forward to your immediate response.Respectfully Submitted.

  Business response

  11/06/2024

  November 6, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22423919
  Re: ***** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* details her experience on September 4, 2024, when she purchased a phone for her sister,who is a senior citizen and has health issues. Despite being informed by the sales representative that the phone and charger were non-returnable, she faced difficulties with the device and returned to the store the same day. The regional manager offered to refund the activation fee of $25.00, which she found unacceptable, as she believes she should also be refunded the $60.00 service charge for a phone she could not use.
  
  We contacted Ms. ******* on October 24, 2024, to discuss her complaint. After reviewing the account, we found that she had returned the device on September 4, 2024, and we confirmed that there was no usage on her wireless line.
  
  We shared with Ms. ******* the portion of the Cricket Wireless terms and conditions that state that amounts paid for Service Charges are non-refundable and Account balances are not transferable, refundable, or redeemable for cash. Full terms and conditions can be found at: ******************************************.
  
  Additionally, we explained to Ms. ******* that although payments are non-refundable, we made an exception for her and issued a refund. We advised her that the process takes 7 to 10 business days to receive the refund check in the mail. She confirmed that she was satisfied with the resolution provided and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer response

  11/06/2024

   
  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

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Having numerous problems with the phone company that I had service with, that being cricket wireless. First with the charge of service stated changing, having two lines and if one phone was not on, the one on didn't ring. When questioning "why" i received numerous answers, of which never solved the problem. Finally when the phone didn't ring at all, I was told their service was not compatible with some other companies system and that you may not be able to receive calls from them. After not receiving my calls for almost the duration of the time with cricket I resolved to change companies. My bill being due on the 2nd of every month, on October 2nd I had subscribed with another company and had one of the phones cut off but payed a $55.00 bill pay plus a $5.00 transaction fee for a total of $60.00. For the other. On October 2nd the number of the remaining phone and number with cricket wireless was transferred to the new company. When requesting a refund or billing adjustment it was denied, when contacting the company told it would be a twenty minute wait, then Hung up on each and every attempt. When making physical contact with the center itself, I was told that my phone had long since been none supported with cricket being that it was an ** and they only provide service for ******* and ********. Yet I was going in every month being billed for service and paying, but not receiving my calls. I feel at least my last billing needs to be refunded. Calls had not been received for months.

  Business response

  11/06/2024

  November 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22421734
  Re: ******* ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* ******. In his complaint, Mr. ****** details numerous issues with Cricket Wireless, including an inconsistent wireless service where one of his devices did not ring if the other was off, and a lack of call reception for an extended period. After experiencing ongoing problems, he decided to switch to another provider on October 2, 2024, and paid a total of $60 for his last monthly bill. He transferred his remaining wireless number to the new service provider on the same date but was denied a refund or billing adjustment despite his claims of non-receipt of calls for months. Additionally,he was informed that his ** device was unsupported by Cricket Wireless, yet he continued to be billed for the service. Mr. ****** is requesting a refund.
  
  We attempted to reach Mr. ****** on October 25, 28, and 31, 2024, but were unsuccessful. To investigate his concerns, we need to be able to communicate with him. Should Mr. ****** still require assistance, he may contact *********, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was double charged on my cell phone bill over several months. August 33rd 2023 to June 23 2024. Once discovered the store admitted it was an issue but has yet to resolve it. I overpaid 700$.

  Business response

  11/07/2024

  November 6, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22464070
  Re: **** ******
  
  
  Dear ********************************** correspondence is in response to a complaint filed by **** ******. In his complaint, Mr. ****** states that he was double charged on his Cricket Wireless bill from August 23, 2023,to June 23, 2024, resulting in an overpayment of $700. Upon discovering the issue, he states the Cricket Wireless authorized retail store acknowledged it as a mistake but has yet to take any action to resolve the matter. Mr. ****** is requesting assistance to resolve this issue.
  
  We contacted Mr. ****** on October 28, 2024,to discuss his complaint. After reviewing his account, we found that his account used to be under a different promotion than the one that he expected when he activated a new line for his account. We explained to him how Cricket Wireless multi-line account promotions work, and we confirmed that his account is now under the correct promotion. We explained to Mr. ****** that as set forth in the Cricket Wireless Terms and Conditions of Service, Amounts paid for Service Charges are non-refundable and Account balances are not transferable,refundable, or redeemable for cash. Full terms and conditions can be found at: ******************************************
  
  Although Cricket Wireless does not provide refunds, we made an exception for Mr. ****** and initiated a refund. He agreed to receive the refund as credit to his Cricket Wireless account, and we successfully applied it. Mr. ****** confirmed that he did not have any other questions regarding this case.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,********

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $70 for the month of October for a bridge pay and they took $50 and because I was a little late tell me I have to pay an additional $45 to get my phone cute back on which I think is really unethical and wrong when they expect you $45 additional dollars

  Business response

  11/06/2024

  November 6, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22462532
  Re: ****** *****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** states that she made a $70 payment in October for *********. However, due to a delay in her second payment, she was informed that an additional $45 would be required to reactivate her phone service. She believes this is unethical and incorrect. ******** is requesting assistance to resolve her issue.

  We contacted Ms. ***** on October *******, to discuss her complaint. After reviewing her account, we discovered that her account was suspended for non-payment on October 23, 2024. Ms. ***** shared with us that she attempted to process her payment one day before the due date,but she experienced issues with the Cricket Wireless website and was not able to process her payment on time. We shared with her the ********* policies and explained the charges and fees. More information can be found at ****************************************************************************.

  We also found that Ms. ***** was able to make her payment successfully to restore her account and we confirmed that the services are working correctly. We shared with Ms. ***** that a one-time courtesy credit was applied to her Cricket Wireless account, and we provided her with the information of her next billing cycle. Lastly, we offered the option to change the due date of her account to a more suitable date at no cost, but she informed us she would not be making any changes to her **********. ***** confirmed that she does not need additional assistance from Cricket Wireless.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I continue to receive email marketing from cricket Wireless. It offers an "unsubscribe" link at the bottom of the latest email, but even when using different browsers, I get the same nonsensical error of "error Please enter a valid email address (i.e., ******************** Of course, I enter the correct VALID email address to get that error.Three relevant screenshots are attached to this complaint.Please remove me from ALL of your marketing lists, electronic AND US mail paper mail. Thank you.

  Business response

  11/09/2024

  November 8, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22462415
  Re: ****** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *****. In his complaint, Mr. ***** states that he is receiving marketing emails from Cricket Wireless. The emails include a link which would supposedly allow him to complete an unsubscribe request, which he has not been able to complete as it gives an error message requesting to enter a valid email address. He has confirmed that he is entering a valid email address and has even attempted to do it through different browsers with no success. He is requesting to be removed from all Cricket Wireless marketing lists.
  
  We contacted Mr. ***** on October *******, via email, to discuss his complaint. We apologized for any incident attempting to unsubscribe and informed him that as requested, we successfully completed the unsubscribe request for his email address. Mr. ***** expressed gratitude as his request was resolved.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer response

  11/09/2024

   
  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

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a phone and number removed from my account on January *********. The tech at the store mistakenly suspended it and did not remove it from my account. I continued to be billed regardless of numerous attempts to get it corrected. On October 6th 2024 I had the regional manager correct the issue and get it removed from my bill. To be clear this number and the phone were no longer in service as of January 26th 2023. I continued to be charged from January 26th 23 until October 6th 24. During this time frame my account was overcharged $616 for the service with an additional $8 per month for insurance on a phone I did not have. That is a grand total of $748. I explained I understand mistakes happen even though I was frustrated that it took this long to get someone to rectify the issue. Every time I called customer service they hung up on me. I finally got someone on the phone for longer than 5 minutes on October 21st at 11:40 a.m. . That person told me to reach out to my financial institution. I have already done that and there is nothing they can do about a billing issue with cricket. They refuse to refund me and they refuse to offer me any adjustment to my bill to rectify this issue. I would be perfectly happy if they would take the amount and discount or credit my account over x amount of months until this is rectified. The manager at the store was unable to process a refund that high and suggested that I reach out to customer service and that they would help me. They would not help me and kept giving me the runaround referring me back to my own bank. My bank cannot correct an individual billing issue from a vendor and/or company. All I'm asking for is for this money to be returned and or credited to my account since I have been charged for a service and a product that they did not provide for nearly 22 months. I appreciate your time and attention in this manner and I look forward to hearing back from you.

  Business response

  11/11/2024

  November 11, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22452372
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** states that he requested to remove a wireless number from his Cricket Wireless account on January 26, 2023. He reports that the representative at the store mistakenly suspended the wireless number instead of removing it from his account. Despite numerous attempts to rectify the issue, he was charged a total of $748.00 for services and insurance on a device that was no longer in service, from January 26, 2023, until October 6, 2024. After finally getting assistance with the cancellation of that line from a regional manager, he was advised to contact customer service, but his efforts were met with repeated refusals for a refund or adjustment, leading to frustration over the lack of resolution for 22 months. Mr. ****** is requesting a refund or adjustment for the service he was charged for even though he did not use these services.
  
  We contacted Mr. ****** on November ******, to discuss his complaint. Mr. ****** expressed his frustration regarding the mishandling of his cancellation request since February 2023. We explained to Mr. ****** the breakdown of his standard rate plans and the discount applied to each of his wireless numbers.
  
  We offered Mr. ****** to issue a credit to his Cricket Wireless account for the months he was charged for the wireless number that was not cancelled upon request in February 2023. He accepted our offer, and we successfully applied the credit to his account while outlining the expectations for his upcoming bills. Lastly, we want to assure Mr. ****** that Cricket Wireless strives to provide excellent service. We appreciate his feedback Mr. ****** confirmed he was satisfied with the resolution provided, and did not have any additional questions regarding his case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer response

  11/18/2024

   
  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

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently noticed that the $25 credit in my account has disappeared, and as a result, my line is now suspended. I am quite upset about this situation and would like to request the restoration of the $25 credit that was originally in my account.Additionally, I would appreciate your assistance in restoring my line as soon as possible, as this disruption has caused me considerable inconvenience.

  Business response

  11/05/2024

  November 5, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22453754
  Re: ****** ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ********. In her complaint, Ms. ******** expressed concern regarding the disappearance of a $25 credit from her account, which has resulted in the suspension of her line. She is upset about this situation and is requesting the of the $25 credit that was originally on her account. Additionally, *********** seeks assistance in restoring her line as soon as possible, as this disruption has caused her considerable inconvenience. 
  
  We contacted Ms. ******** on October 22, 2024, to discuss her complaint. After reviewing her account, we found that she had downgraded her $55/month rate plan to the $30/month plan after she paid her bill cycle,creating a $25 credit that was applied to her account for the difference of the plans. This credit was used towards her next months bill, which was due on October 16, 2024. We explained to Ms. ******** that her account had an outstanding balance of $5, as her required payment was $30/month and the credit she had did not cover her payment in full, causing the suspension of her wireless number.
  
  We offered Ms. ******** a courtesy credit to restore her wireless number, and she agreed. We successfully restored her Cricket Wireless account,and she confirmed to be satisfied with the resolution provided.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  10/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have tried on the app, on my laptop, and phone to change my plan from $60 to $40. No one answers if you try to chat with customer service. I have tried multiple ways on the site, but the re is not a way to change your plan to a cheaper one. You can add a line and add more expense but not reduce. I filled out three reports for dispute resolution but the site stopped all three times and so I had to do it again and again .It never accepted it. The site is deceptive, the service **** dont answer and Nov .15th is coming and I cannot change my plan. Please do not direct me to call anyone. Its useless. The site says you can change but you cannot. Its been one hour today and a couple hours on prior days trying to resolve this.

  Business response

  11/06/2024

  November 7, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22449418
  Re: **** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by **** *******. In her complaint, Ms. ******* states she attempted to change her rate plan from $60 to $40 on myCricket and her laptop. She states the customer care chat center was unresponsive during her chat attempts, and she found no option on the Cricket Wireless web site to change her rate plan, only to add services. Ms. ******* states she filled out three reports for dispute resolution, but the site failed to accept them each time. Ms. ******* is requesting assistance to resolve this issue.
  
  We contacted Ms. ******* on October 28, 2024, to discuss her complaint and apologized for any inconvenience. After reviewing her account, we shared with her the expectations of the $40 rate plan, and she agreed to make the changes. We successfully activated the $40 rate plan and applied a courtesy credit to her account for the inconveniences she experienced. Additionally, we shared with Ms. ******* our contact channels for future references along with the steps to login on the myCricket and account online via the Cricket Wireless website.
  
  She confirmed she had no further questions regarding this case.
  
  
  Regards,  
  
  Cricket Wireless  
  Office of the President 
  ***************************************** NE 
  *******, ** 30319 

  Customer response

  11/09/2024

   
  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,
  
  **** *******

*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. ↩