ComplaintsforCricket Wireless, LLC

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Starting at or around June 21, 2024 I was having connectivity issues with my wireless phone. I would lose all service including calls, text and internet up to 20 times per day. This continued until mid July. I contaced Cricket wireless atleast five times through online chat and phone to address the issue. They kept telling me there were cell tower issues in my area that were being worked on. I called on July 13th to inquire about a credit for loss of service. They said they were still working on the cell towers and I might experience more outages so I would have to wait until the outages resolved to get the proper credit. I called up today, August 9th to again ask about the credit. The agent, ******, said that they only acknowledg three days of outages and I'm not entitled to a credit. I believe I'm entitled to atleast a $15 credit for having three weeks of sporadic outages where I had no service.

  Business response

  08/19/2024

  
  August 19, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22118696
  Re: ***************************
  
  
  Dear ********************************** correspondence is in response to a complaint filed by ***************************. In his complaint ****************** states that he experienced connectivity issues with his phone around June 21, 2024. He lost all services including calls, text, and internet up to 20 times per day until July. He contacted Cricket wireless at least five times through online chat and phone to address the issue. He reports that they kept telling him there were cell tower issues in his area that were being worked on. On July 13, 2024, he called to inquire about a credit for loss of service, and they said he would have to wait until the outages were resolved to get the proper credit. He called again on August 9 to ask about the credit, and the Cricket Wireless care representative said that they only acknowledged three days of outages, and he was not entitled to a credit. He believes he is entitled to at least a $15 credit for having three weeks of sporadic outages where he had no service. ****************** is seeking a resolution to his complaint.
  We contacted ****************** on August 13, 2024,to discuss his complaint. After reviewing his account and coverage details, we discovered that an outage impacted the area where he lives for two weeks. We discovered that this outage has been resolved and he confirmed his services are working correctly.
  
  We shared with ****************** that we applied a credit to his Cricket Wireless account for the days that his services did not work. He accepted the credit and confirmed he did not have any other questions regarding his complaint.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,********
  

  Customer response

  08/19/2024

   
  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

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My debt card was hacked prior to 8/6 and it was used to pay for services at Cricket Wireless. I do not use Cricket Wireless for anything.After speaking with my ************ I was advised to call Cricket Wireless.3 different customer service representatives told me since I do not have an account with them they were unable to help me. When asked to speak with their fraud department I was told they dont have one.When I asked to speak with a manager I was told they dont do that.

  Business response

  08/14/2024

  
  August 14, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22098661
  Re: *********************
  
  
  Dear ********************************** correspondence is in response to a complaint filed by *********************. In her complaint, ************ states that her debit card was hacked and was used to pay for services at Cricket Wireless even though she does not have an account. She contacted Cricket Wireless for assistance. Unfortunately, she was informed by three different customer service representatives that they were unable to help her as she did not have an account with **********************. Furthermore, when she asked to speak with a manager, her request was denied. ************ is seeking a resolution to her issue.
  
  We contacted ************ on August 8, 2024, to discuss her complaint. After reviewing her debit card information, we found two payments processed with Cricket Wireless; however, ************ confirmed that she does not have any services with us.Therefore, we were unable to authenticate the account. We explained that before we can open an account to investigate, we must authenticate the Cricket Wireless account as part of our security and privacy policy. Additionally, we advised ************ to contact her financial institution to report this issue, she confirmed that she would.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,********

  Customer response

  08/14/2024

   
  Complaint: 22098661
  
  I am rejecting this response because:

  They have tracked my credit card number and know who owns this account. 
  They state the company policy is to do nothing at this point. 
  They are unwilling to return my lost monies and pay for the over draft fee I was charged.
  They are not willing to give me the name of the owner of the account, therefore they are protecting criminals as this is a case of fraud. 

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

  Business response

  08/20/2024

  August 20, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22098661
  Re: *********************
  
  
  Dear ********************************** correspondence is in response to a rebuttal complaint filed by *********************. In her rebuttal, ************ states that Cricket Wireless has tracked her credit card number and knows who owns the wireless account where the transactions were made. She adds that Cricket Wireless is not willing to return her money and to pay for the overdraft fee she was charged.She believes that Cricket Wireless is protecting criminals by not providing the account information. ************ is requesting a refund for the charges.
  
  On August 8, 2024, we contacted ************ to discuss her original complaint. After reviewing the information, we discovered two payments made to Cricket Wireless.She confirmed she does not have a Cricket Wireless account and/or service. We explained to her that to access a Cricket Wireless account we must authenticate it as part of our security and privacy policy. We also advised her to contact her bank institution to report and dispute the charges.
  
  We contacted ************ on August 19, 2024, to discuss her rebuttal. After speaking with ************, we explained to her that we are unable to refund the suspected unauthorized charges and the additional fees she is reporting, as we have to authenticate each account that we open; ************ is not able to authenticate the account. We reiterated that she may contact her bank institution to dispute the payments and overdraft fee she was charged. If she has not already done so, we recommend ************ file a police report for the suspected fraud activities with her bank account.
  
  We respectfully request that this complaint is closed, as we are unable to further assist ************.
  
  
  Regards,
  
  Cricket Wireless  
  Office of the President  
  ***************************************** NE 
  *******,********

  Customer response

  08/20/2024

   
  Complaint: 22098661
  
  I am rejecting this response because:

  cricket wireless has admitted that my credit card which was stolen has been used for an account that they own and provide services to. 
  cricket wireless refuses to contact their customer or disrupt their ********************** service stating thats not their policy.

  Cricket wireless refuses to refund any and all monies to me stating again thats not their policy 

  I am working with my bank to resolve this, but they keep directing me to Cricket Wireless. I have filed a police report and I have opened a claim with the Maine attorney *************** My next course will be a TV consumer reporter to shed light on the companys practices.

  ive lost ****** to this company for an account that is not mine! 
  

  My last conversation with ******** last evening was not at all productive. When I asked to speak to her boss I was told this is as far as this will go. 
  My parting words were to not contact me again except to as for my mailing address to send me a check.

   

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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a Flip phone from Cricket 2 months ago. I put a warranty on it. Two weeks ago the screen went black. I have called the service department several times and you can not hear them they,they will not turn up there phones to let you hear them. I called from my friend car phone and could hear them. I tried to get me switched to warranty department and all they did was hung up on me. I'm sick and tired of this bull sh$$.l have never missed a payment l have never had this type of problem before. I did not paid my phone bill for July since my phone went off. I will paid it but l don't want to have any thing else to do with Cricket. I brought this phone and placed a warranty on it and now I can't get my phone replacement. I feel like they are treating me bad and I'm sick of it. You have to talk to people you can't understand. It sad. Please help me if you can.

  Business response

  08/19/2024

  August 19, 2024
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22090990
  Re: *****************************
  
  
  Dear ********************************** correspondence is in response to a complaint filed by *****************************. In her complaint, ********************** states that she purchased a flip phone from Cricket Wireless two months ago and added a warranty to it. Unfortunately, the screen went black, and she has had trouble in reaching Cricket Wireless customer care center. Despite several attempts to contact them, she has been unable to hear them, and they hung up on her when she requested to be transferred to the warranty department. She further states that she has not paid her phone bill for July since her phone went off, she has not being able to replace her device and she feels like she is being treated poorly. ********************** is requesting assistance in getting her phone replaced.
  
  We attempted to contact ********************** on August 6, 2024, to the wireless number included on her complaint. ***** friend answered our call and provided us with an alternate contact number to communicate with her.
  
  We attempted to reach ********************** to the new contact number on August 6, 9, and 12, 2024, but were unsuccessful. To investigate Ms. ********** concerns, we need to be able to communicate with her. Should ********************** still require assistance, she may contact ********,Cricket Wireless Office of the ********* Manager, at **************. 
  
  
  Regards,
  
  
  Cricket Wireless  
  Office of the *********  
  ***************************************** NE 
  *******,** 30319 
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally address an issue regarding an overpayment made on my account. On August 5th, 2024, I processed my monthly payment of $65 for my Cricket Wireless service online to account *********. While this payment was successfully processed (confirmation: 86FFND02Q010NLPWO01) and reflected in my bank account, my online ******************** account indicated that the payment was not received.As a result, I attempted to resolve the issue by contacting your customer service at 3:30 AM on August 5, 2024, but unfortunately, the service was closed. In urgent need of my phone service, I used your automated phone number and made a second payment of $65, along with a $5 credit card service fee, totaling $70.This situation has resulted in an overpayment of $65, which I kindly request to be reimbursed.

  Business response

  08/20/2024

  August 15, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22092381
  Re: ***************************
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***************************. In his complaint, *************************** states that on August 5th, 2024, he processed his monthly payment of $65 for his Cricket Wireless service. Although the payment was successfully processed and reflected in his bank account, his ********************** online account indicated that the payment was not received. He tried contacting customer service right away but noticed that it was already closed; therefore, in urgent need of his phone service, he made a second payment of $65, along with a $5 credit card service fee, totaling $70. ********************** is requesting us to reimburse the amount that he overpaid.
  
  We contacted ********************** on August 7, 2024, to discuss his complaint. He informed us that at this time, there is no additional assistance needed from Cricket Wireless as he was able to get the overpaid amount refunded already. He stated that he contacted a manager through social media for support.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went online yesterday to add a second line to my Cricket account. The transaction failed due to their system lagging, but the money was removed from my bank account. I called in to complain (August 3rd) and the representative, ******* informed me that the funds will be released in 24 hours and to call them back within 24 hours. It's been ************************************** my bank account, and the call center is closed. I wish I could use this company for all the mental anguish throughout the years, but I want my money! My child needed a phone line before school starts back, and now they won't get it because of incompetent Cricket!

  Business response

  08/12/2024

  August 13, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22090432
  Re: *************************
  
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *************************. In her complaint, **************** states that she attempted to add a second line to her Cricket Wireless account online on August 3, 2024, but the transaction failed due to system lagging. Despite this,the money was removed from her bank account. She called in to complain and was informed by representative ******* that the funds would be released within 24 hours and advised her to call back. She adds that 24 hours have passed, her funds are still not in her bank account and the customer care center was closed. As a result, her child will not have a phone line before school starts back. **************** is requesting a refund.
  
  We contacted **************** on August 6,2024, to discuss her complaint. She confirmed that she had already received the refund but requested us to call her back later because she was busy at work.
  
  We attempted to contact **************** later the same day but we were unsuccessful. She replied to one of our contact e-mails confirming that she was able to get the issue resolved and thanked us for reaching out to her.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Hello, I'm reaching out to you regarding my request number #********. Cricket Wireless has settled the debt and I finally received my product. Thank you again for your time.  

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

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in ****** from July 17 - July 26, 2024. Prior to going on the trip, I contacted Cricket Wireless to inquire whether I would have full phone service during my trip in ******, or if I should do something to make certain that I would have complete text, calling, internet, etc. available with my phone while on my trip. The representative I spoke to assured me that I would have all access to these services while In ******. I asked again, "Are you sure? Do I need to do anything to ensure that these services will work while overseas?" Again, the person I spoke to assured me that everything would work using my phone while on my trip. From day one, I could not send nor receive texts, I could not call nor receive calls and could not access the internet. I was in a panic, my daughter in the ****** was in a panic that she could not reach me. I was scared, frustrated, and in a panic myself. I couldn't even contact the person who was picked me up after I arrived in *****. Needless to say, everyone thought something terrible had happened to me. Since arriving back home in the ******, I have contacted Cricket several times, being hung up on and being on hold for hours several times. I believe I am entitled to some compensation for mine (and my daughter and friend's) horror at not being able to reach me.

  Business response

  08/14/2024

  August 12, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22081944
  Re: ***** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***************. In her complaint, Ms. **** stated that prior to her trip to ****** from July 17 to July 26, 2024, she contacted Cricket Wireless to inquire about having full phone service during her trip. She was assured by the representative that she would have complete access to text,calling, and internet services while in ******. However, from day one of her trip, she was unable to send or receive texts, make, or receive calls, or access the internet. This caused her and her loved ones to panic, and Ms. **** believes she is entitled to compensation for the horror she experienced.
  
  We contacted Ms. **** on August ******, to discuss her complaint. We apologize for the inconvenience caused by the misleading information provided by the Cricket Wireless representative. We assured her that we would escalate her experience with our leadership team to investigate the matter further. We explained the available international services that Cricket Wireless offers and processed a credit on her account for her inconveniences. Ms. **** confirmed to be satisfied with the resolution provided and did not have any other questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  sent the cell phone back unopened was approved by cricket but no refund,,was told my refund is on hold but no one knows why,,still waiting for my refund

  Business response

  08/14/2024

  August 14, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22077191
  Re: *************************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by *************************. In her complaint, ******************** states she returned her cell phone unopened as approved by Cricket Wireless. She states that her refund has not been processed. She was told that her refund was on hold and she is still waiting for it. ******************** is requesting a resolution to her issue.
  
  We attempted to contact ******************** on August 2, 5, and 8, 2024, but we were unsuccessful. To investigate Ms. ********* concerns, we need to be able to communicate with her. Should she still require assistance with her concern, she may contact *******, Cricket Wireless Office of the ********* Manager at ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday July 6th I purchased two phones from the cricket store. A few days later I noticed that the apps were taking a very long time to download. The phone would also freeze up and/or go black when I will be in the middle of surfing the internet or being on social media. The music that will play from ******* would just stop mid-song every song. Lastly when trying to delete photos the timer circle just continues to spend in the picture never deletes. I have visited the cricket store on 3 to 4 occasions about these issues. The clerk there would reset my phone and that would remedy the problem for that day, but the following day the phone glitches would return. On the last visit to the cricket store the clerk suggested I request a warranty replacement phone, which I did. I received the phone replacement and it is doing the exact thing the original phone was doing. I am now past the week or two allowed for a return, but I believe there is a malfunction with this phone and a replacement of the exact phone would just bear the same problems.

  Business response

  08/20/2024

  August 20, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22069561
  Re: Essence Dorrough
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by Essence Dorrough.In her complaint, ******************** states that she purchased two devices at a ********************** store on July 6, 2024. A few days later, she noticed that the apps were taking an exceedingly long time to download, the device would freeze up or go black when she is surfing the internet or social media. The music that would play from ******* would stop mid-song every song. Lastly, when trying to delete photos, the timer circle just continues to load but the picture never deletes. She visited the cricket store on 3 to 4 occasions about these issues,the store representative would reset her device, which would remedy the problem for that day, but the following day the device glitches would return. She was advised to file a warranty claim, which she did. She received the replacement device, however, it did the same thing the original was doing. She is now past the time allowed for a return, and she believes there is a malfunction with her device, as well as this particular make and model. She is requesting a resolution to her issue.
  
  
  We contacted ******************** on August 5, 2024, to discuss her complaint. After reviewing her account, we offered to replace her device with a different make and model as a one-time exception and explained that we would send her a return label for the original device via e-mail. She accepted the resolution we offered and agreed to wait until the device and label were delivered.
  
  We contacted ******************** on August 15, 2024, she informed us that she had successfully returned the original device and had activated the replacement device that we sent her. She confirmed that her device and service are now working as expected. ******************** confirmed that she did not need any additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  07/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed this order (****************) while chatting with a Cricket agent online. I intended to use an Android phone, but the agent informed me that even if I provided an iPhone MEID and it automatically switched to e***, they would assist me by updating the system and shipping the *** card. However, this has not happened. I would like to update the order to a physical *** instead of an e***. I have saved the conversation if needed.

  Business response

  08/19/2024

  August 15, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22065627
  Re: *********************
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by *********************. In her complaint, ************ stated that she placed an order while chatting with a Cricket Wireless agent online. She intended to get an Android phone, but the agent informed her that even if she provided an iPhone IMEI and it automatically switched to e***, they would assist her by updating the system and shipping the *** card. However, this has not happened. ************ would like to update the order to a physical *** instead of an e***.
  
  We contacted ************ on August *******, to discuss her complaint. ************ expressed her dissatisfaction with the online system, as she was forced to get an e*** profile set up for her new order instead of getting a physical *** card activated. She stated that she ended up purchasing a physical *** card from the Cricket Wireless store to get her ******* Galaxy A15 activated. We apologized to ************ for the inconvenience and processed a courtesy credit of $10.00 on her account, as she requested. We provided her with expectations about her rate plan and next month's payment, and ************ confirmed to be satisfied with the resolution provided.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  07/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made my Cricket August payment on July 17, 2024. On July 20, 2024, I switched to ******** I contacted Cricket **************** about a refund of my August payment. I was informed that since I was no longer with Cricket they would not refund my money. I sent an email to ******************************* requesting help in resolving this matter. As of July 30, 2024, I have not received a response.

  Business response

  08/12/2024

  August 12, 2024 
  
  Better Business Bureau 
  Online Complaint  
  
  No: 22064352
  Re: *************************************
   
  
  Dear ********************************** correspondence is in response to a complaint filed by *************************************. In her complaint, ************************ states that she processed the payment for August on July 17, 2024, and switched to ******* Wireless on July 20, 2024. She states she contacted Cricket Wireless customer care center requesting a refund for Augusts payment, ************************ was informed that since she was no longer with Cricket Wireless, she would not receive her refund.She reports that she sent an email to Cricket Wireless requesting assistance in resolving this matter and as of July 30, 2024, she has not received a response.************************ is requesting assistance to resolve this issue. 
  
  We contacted ************************ on August 2, 2024, to discuss her complaint. After reviewing her account, we explained to ************************ that as outlined 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 in cash. Full terms and conditions can be found at: ******************************************.
  
  We informed ************************ that because her payment was processed before the beginning of her billing cycle, and she did not use the services, we made an exception and processed her refund to the original payment method she used. Lastly, we advised her to allow from 3 to 5 business days to receive her refund.
  
  
  Regards,  
  
  Cricket Wireless  
  Office of the President 
  ***************************************** NE 
  *******, ** 30319 

*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. ↩