ComplaintsforCricket Wireless, LLC

• 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,
  
  **** *******

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  cricket wireless inadvertently locked my phone and was not able to unlock it or restore my service. This caused me a lot of personal and business loss of communication.

  Business response

  11/06/2024

  November 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22441322
  Re: ******* *******
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* *******. In his complaint, Mr. ******* states that Cricket Wireless inadvertently locked his phone and was unable to unlock it or restore his service. This situation resulted in significant personal and business losses due to a lack of communication. Mr. ******* is requesting assistance to resolve this issue.
  
  We contacted Mr. ******* on October 22, 2024, to discuss his complaint. After reviewing his account, we discovered that his device was activated on March 16, 2024, and confirmed it meets the requirements of the Cricket Wireless unlock policy. We explained Mr. ******* his device can only be unlocked using myCricket app. We attempted to unlock his device, but were unsuccessful as it did not show the unlock option on the myCricket app to complete the process. After performing troubleshooting steps,including clearing data, cache, uninstalling and reinstalling the app, the option still did not appear. We advised Mr. ******* we would further escalate the issue with our technical support department, and we scheduled a call back.
  
  On October 24, 2024, we contacted ********** to follow up with his unlock request. We informed him that the make and model of his device presents an unlocking issue that is preventing the unlock process to be completed. We offered to send Mr. ******* a replacement device that would be eligible to be unlocked, and he agreed. We sent Mr. ******* a return label via email and shared with him the steps to return his defective device.
  
  On October 26, 2024, Mr. ******* replied to one of our emails stating that he would not like to continue with the process as he had already activated service with another service provider and requested the cancelation of his Cricket Wireless account as he was no longer interested in keeping his lines. We contacted him on November 1, 2024,to assist him with the cancelation of his wireless numbers and after his request was completed, Mr. ******* confirmed he did not need any additional assistance from Cricket Wireless.
  
  We are happy to assist Mr. ******* if he decides to receive his replacement device to get it unlocked in the future.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cricket wireless rip me off I don't own them until Oct 2 they are turning my phone off today sun 29 .I am on government money bc I am disability. I paid them Aug 31 for Sept bill I paid them 3 times to change my date of service I pay insurance 8.00 worthless company they need to be closed down like ******* and aat ******** and ******* *** cable all rip off company. I don't own them until Oct 2.not today .Cricket is a very bad rude disrespectful no good company.

  Business response

  10/28/2024

  October 28, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22356403
  Re: *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by *. *****. In her complaint, Ms. ***** asserts that Cricket Wireless is turning off her wireless service on September 29, 2024, despite her belief that she does not owe them until October 2, 2024. She mentions having paid her Septembers bill on August 31, 2024, and having made multiple requests to change her payment date. She states that she pays insurance and highlights her reliance on government assistance due to her disability and criticizes the company for its perceived lack of respect and professionalism.
  
  We contacted Ms. ***** on October *******, to discuss her complaint. Ms. ***** informed us that her wireless service was already restored and when we attempted to authenticate her wireless account to confirm the service restoration, she abruptly ended our conversation. We contacted her again on October 18, 2024, but after introducing ourselves, she abruptly ended the conversation again.
  
  Should Ms. ***** still require assistance, she may contact *********, Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/21/2024 I purchased a phone and service from Cricket for my mother. I paid $429.99 for the phone plus the activation fee and service fee. My mother died 03/19/2024. In May I went to Cricket to inform them to quite charging for the service. I was told me that I could not make changes to the phone for 6 months. It has now been past the 6 months inactivation time and now I am told that I can still not use the phone until I keep a service with them for 3 months until they will unlock for phone so I can switch to my plan with a different company. I reminded them that they advertise their service comes with no contract, but they say they cannot unlock it until this 6 month service period is complete. This is false advertising.

  Business response

  11/04/2024

  November 4, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22424355
  Re: ***** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *****. In her complaint, Ms. ***** details that on February 21, 2024, she purchased a phone and service from Cricket Wireless for her mother, totaling $429.99, along with activation and service fees. Following her mother's passing on March 19, 2024, she attempted to cancel the service in May, only to be informed that changes could not be made for six months. Now that this period has ended, she has been told that the phone cannot be unlocked until she maintains service for an additional three months, despite Cricket Wireless' advertising of no contract obligations, which she believes constitutes false advertising. Ms. ***** is requesting a refund.
  
  We contacted Ms. ***** on October 17, 2024, to discuss her complaint. Ms. ***** explained that she would like to unlock her device or get a refund for the device if the unlock process cannot be completed. After reviewing the **** number she provided, we informed Ms. ***** that the device does not meet the requirements of the Cricket Wireless unlock policy as it has not been active with the Cricket Wireless network for six months. Full Cricket Wireless unlock policy can be found at: *************************************************************************.
  
  We explained to Ms. ***** that although the unlock requirements have not yet been met, we made an exception and successfully unlocked the device she requested. Ms. ***** shared she was satisfied with the resolution provided.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had two lines ported right after a hurricane came to my area. Did not have reliable service which led to the port being done one day after the billing cycle started. Was told that I had to pay for the two lines which I can not use because they were ported out therefore paying for a service I could not use.

  Business response

  10/30/2024

  October 30, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22420659
  Re: ****** ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ****** ******. In his complaint, Mr. ****** states that he had two lines ported immediately after a hurricane impacted his area, resulting in unreliable service. The porting occurred one day after the billing cycle started,and he was informed that he was still required to pay for the lines despite being unable to use them. Mr. ****** is requesting a refund.

  We contacted Mr. ****** on October 21, 2024, to discuss his complaint. After researching his account, we confirmed that he processed a payment for the full balance of his billing cycle. However, two of his five lines were ported out on October 13, 2024. After reviewing the usage information, we found that ********* did not use the wireless services of those two lines after processing the payment.

  We shared with Mr. ****** that although Cricket Wireless does not provide refunds,we made an exception for him and applied a courtesy credit to his account.Additionally, we provided him with the information about his next billing cycle and amount to pay. Mr. ****** confirmed that he does not have additional questions about his case.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

  Customer response

  10/30/2024

   
  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

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with Cricket Wireless for years. I purchased a phone from them and paid cash for it outright. I kept services with them up until 10/12/2024. I have been with the maybe 3 plus years. I have stress to them that I am on a fixed income and that my check is deposited on the 3rd of every month. They would not change the payment date from the second to the third. I had enough and decided I wanted to switch cell phone companies. Cricket locked my phone. I put in a request for them to unlock it because I paid cash for it. They refuse to unlock it. I don't owe them anything they are holding my phone hostage. I called and spoke to a representative Ahmeh #AH8814(EID) who refuse to unlock my phone on 10/14/2024@ 12:12 noon. I ask to speak with a supervisor whom he transferred me to **** #(BH114A) she refused to unlock it as well. I ask them if they were familiar with the Unlocking Consumer Choice and Wireless Competition Act passed Aug 1, 2024. They stated yes but still refused to unlock my phone. I want my device unlocked I should not be held hostage and I think they should be fined for not abiding by the law. I did not get my phone under any promotion so there is no reason I cannot switch carriers. It's paid in full.

  Business response

  11/02/2024

  November 1, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22419947
  Re: ****** ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ********. In her complaint, Ms. ******** states that she had been with Cricket Wireless for years. She purchased a device and paid for it outright in cash. She kept active services up until October 12, 2024,and had Cricket Wireless more than 3 years. She highlights that she is on a fixed income and her check is deposited every third of the month. She states that Cricket Wireless would not change her payment date from the second to the third and decided to switch carriers due to the lack of resolution. She noticed that her device was locked to ********************** and requested multiple customer service agents to unlock it, but her request was declined. Additionally, she explained to the representatives the Unlocking Consumer Choice and Wireless Competition Act passed Aug 1, 2024, which they acknowledged but still, refused to unlock her device. Ms. ******** is requesting us to unlock her device.
  
  We contacted Ms. ******** on October 22, 2024, to discuss her complaint. After reviewing her account, we found that she ported out her wireless number on October 12, 2024.We informed Ms. ******** that the device she is requesting to be unlocked has been used with active service for two months and ten days and does not meet the requirements of the Cricket Wireless unlock policy to be unlocked. We explained to her that she would need to use the device with active and paid service for another four months to be eligible.
  
  The Cricket Wireless unlock policy can be found at: *********************************************************************************************.
  
  
  The policy states that Cricket Wireless will provide an unlock code once the following requirements have been met:
  
  
  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 Cricket's network.
  The device has not been reported lost or stolen.
  The device is not associated with a fraudulent account.
  
  Ms. ******** confirmed that no additional assistance is needed from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm returning to get several issues resolved with my cell phone and to know regard I either get hung up on till they won't do anything they won't help. And I need my cell phone I'm on disability so it's like my lifeline

  Business response

  11/06/2024

  November 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22418376
  Re: **** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ****. In his complaint, Mr. **** states he is filing a claim to get a resolution on several issues he is experiencing with his device.He reports that when he has contacted the Cricket Wireless customer care center, his phone calls are disconnected, and they will not do anything to help him. Mr. **** adds that he is on disability and needs assistance to resolve this issue.
  
  We contacted Mr. **** on October *******, to discuss his complaint. Mr. **** informed us that he was having issues with his device as it would not download anything, would not charge and was experiencing dropped calls. We offered Mr. **** assistance to troubleshoot his device and resolve the issues he described, but he shared with us that he had already purchased a new phone. He expressed to be unsatisfied with the lack of assistance he received from the Cricket Wireless customer care center as he was never offered to replace his device, even after contacting the Cricket Wireless return center.
  
  We attempted to gather more information related to the interactions he had with customer care at the time he requested assistance to share his experience with our executive leadership department, do a further investigation and take actions, but Mr. **** expressed frustration about the process and did not provide more details about his past experience.
  
  Additionally, we explained Mr. **** the information about the device exchange options available with Cricket Wireless and provided him with the details about how to file an insurance claim for future references. Lastly, a free month of service was applied to his Cricket Wireless account for the difficulties he experienced when he requested assistance from customer care. Mr. **** confirmed that he does not need additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President  
  ***************************************** NE
  *******, ********

• Initial Complaint

  10/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just got paid oct 3 Rd I was on phone paying my bills when they said my card declined. So I called bank found out someone had emptied my bank account out by ordering ******* and ****** from cricket wireless so I called them they found it the 3 Rd but no one can help me now I don't have order number because I have **** ne er had cricket. This is the 13 th still broke need to pay rent and ***** is trying to get my money back .

  Business response

  11/01/2024

  October 31, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22418054
  Re: ***** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *****. In her complaint, Ms. ***** reports that on October 3, 2024, after receiving her paycheck, she discovered that her bank account had been emptied due to unauthorized charges of $1,363 and $347.79 from Cricket Wireless, a service she has never used. Despite contacting both her bank and Cricket Wireless, she has been unable to retrieve her funds and currently faces financial difficulties, including the inability to pay her rent. Ms. ***** is requesting a refund for the payments she did not make.
  
  We contacted Ms. ***** on October *******, to discuss her complaint. Ms. ***** informed us she has never been a Cricket Wireless customer, and she did not authorized the transactions. We explained to her that Cricket Wireless is not able to reverse a payment without authenticating the associated account, as the authentication is part of the Cricket Wireless security and privacy policies.
  
  We strongly recommended Ms. ***** contacted her financial institution to dispute the unauthorized charges, and she stated that she had already done so, noting that an investigation is currently open, but has not received updates yet. In addition, we suggested that she filed a police report for a suspected identity theft. Ms. ***** understood and confirmed she did not have any additional questions.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

*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. ↩