Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The gentleman in the store was only supposed to activate my new phone if you transfer to a new carrier well first off he took my old phone I don't know why it did that and he erased all my information and then I told him not to put my old number in to my new phone because it was hacked well he ended up lying to me and then he put my old information into my new phone and it got it hacked so then it end up my IP address getting stolen that I went in the third day after that I spent over $200 and he told me he would only give me $9 back no that's not how things work I want what's owed to me I didn't have no service a whole time and then I kept spending money spending money and they never helped me

  Business response

  02/03/2025

  February 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22836738
  Re: ***** ********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ********. In her complaint Ms. ******** states that during her visit to the store, the gentleman was only supposed to activate her new phone upon transferring to a new carrier. However, he took her old phone without explanation, erased all her information, and despite her request not to transfer her old number due to a hacking incident. The store representative proceeded to input her old information into the new phone, resulting in further hacking and her IP address being compromised. Additionally, after spending over $200, she was informed that only $9 would be refunded, despite not having service during that time and incurring additional expenses without receiving adequate assistance.
  
  We contacted Ms. ******** on January 24, 2025, to discuss her complaint. Ms. ******** explained that her complaint is regarding a refund request for services she was unable to use back in October 2024. She explained that because her phone got lost and her account was locked, she was unable to use the services she had already paid for. After reviewing the account, we found that her line has been canceled since December 2024.
  
  Additionally, we explained that we had contacted her on November *******, to discuss another complaint she had filed through the Better Business Bureau. We explained to her then that we could process a refund in the form of a paper check; however, she declined to receive the paper check.
  
  Ms. ******** agreed to receive the refund as a paper check and we processed the request for the refund. We advised her that it would take 7 to 10 days to receive the refund check at her physical address. She confirmed she was satisfied with the resolution and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got double charged by cricket wireless which made my account go in the negative. I have called them repeatedly trying to get my money refunded. They claim they can't see the other charge. They kept telling me to call back it's been 10 days no refund or explanation. I uploaded both charges. I have spoken to cash app and they can see both charges but said cricket had to release the hold. I'm tired of getting the run around something needs to be done about their bad business practices.

  Business response

  02/03/2025

  February 3, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22822135
  Re: *** ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by *** ******. In her complaint, Ms. ****** reports being double charged by Cricket Wireless, which resulted in her financial account going into a negative balance. Despite multiple calls over the past ten days, she has not received a refund or a satisfactory explanation, as the representatives claim they cannot see the additional charge. Ms. ****** has confirmed with Cash App that they can see the transactions; however, they stated that Cricket Wireless must release the hold on her funds. She is requesting assistance to resolve her issue.

  We attempted to contact Ms. ****** on January 20, 23, and 27, 2025 but were unsuccessful. Ms. ****** reached out to us via email on January 27, 2025, to confirm that her payment was finally reversed and did not require further assistance from Cricket Wireless.
  
  Regards, 
  
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fraudulent Activity. A stranger used my address to sign up for a Cricket cell phone account. I was alerted to this when a new customer packet arrived for them in my mailbox. I took the letter to the nearest Cricket store and was told they would file a case with Cricket. It has been two weeks, and I haven't heard anything back. I called the store, and the manager refused to give his name or any information. I tried to contact Cricket Wireless directly, and was told that the call would not be put through if I am not a Cricket customer. Apparently, ******************** did not ask for proof of the applicant's address. I am concerned about identity theft and fraudulent activity. Uploaded is a photo of the mail with the applicant's name: Myeli **** and my address- *************************************

  Business response

  01/27/2025

  January 26, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22820721
  Re: ***** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ****. In her complaint, Ms. **** states that a stranger used her mailing address to sign up for a Cricket Wireless account, which she discovered when a new customer correspondence arrived in her mailbox. After taking the letter to the nearest Cricket Wireless authorized retail store, she was informed that a case would be filed, but two weeks later,she has not received any updates. Additionally, when Ms. **** attempted to contact the Cricket Wireless authorized retail store, the manager refused to provide any information, and her efforts to reach the Cricket Wireless customer care center were unsuccessful due to her not being a customer. Ms. **** expressed concern regarding identity theft and fraudulent activity, providing a photo of the mail addressed to Myeli **** at her address, *************************************
  
  We contacted Ms. **** on January 20, 2025, to discuss her complaint. We apologize to Ms. **** for the inconvenience and assured her that her request would be shared with our leadership team and that her mailing address would be removed from our system. We informed her that we are actively working to protect the information of both our customers and non-customers to prevent similar issues in the future. Ms. **** confirmed she had no further questions regarding her case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer response

  01/28/2025

   
  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.
  Thank you VERY much!!!!!

  Sincerely,
  
  ***** ****

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 2 lines on my account. The phone numbers are ************ and ************. Cricket offers a program called Bridge Pay. For a small fee you can split your monthly payment into 2 payments so your service remains active. My bill is $90.00 each month. On 1/7/25 I spoke to an agent through Crickets chat feature and enrolled in Bridge Pay. I paid $55.00 and my next/2nd payment of $50.00 would need to be paid by 11:59pm on 1/13 Central time. On 1/12 and 1/13 I received a text message reminding me to pay. The message also said - Need more time to pay? You can request an additional extension by speaking to an agent. On 1/13/25 at approximately 10:50pm Eastern time I dialed 611 to speak to an agent. Cricket was closed, but the automated system told me I could speak to an agent through the cricket chat. I logged into my account and was greeted by a bot. The bot sent me an Authentication code and I was transferred to a live agent. I typed Bridge pay extension and the agent replied All set! Please pay $50.00 by 11:59pm CST. to avoid service interruption. On 1/14/25 I woke up to a disconnection. . I spent from 9am until 11:45am pleading with agents and supervisors. No one was able to help me. 2 agents said they could see my extension was confirmed while the other 7 couldnt understand what I was saying. Cricket is now asking for a full months payment plus a reactivation fee totaling $105.00. Last week I misplaced my phone. Cricket told me to get a SIM card at ******* to put in an old phone temporarily. I had to be to work at 9:30 am. I spent 3.5 hours speaking to agents and then went into a physical Store for assistance. I was forced to buy another sim only to be told I couldnt switch my phone. I lost a 1/2 day of work, which resulted in a suspension. Ive spent hours on the phone trying to correct the mishaps and have not received any resolution. Tried to dispute online and the site freezes upon clicking submit. My service is still disconnected today.

  Business response

  02/03/2025

  February 3, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 22818232
  Re: ****** ********
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ****** ********. In her complaint, Ms. ******** details her experience with Cricket Wireless regarding the Bridge Pay program, where she enrolled and made a partial payment of $55, with a second payment due by 11:59 pm CST on January 13, 2025. She attempted to set up an extension through chat support and despite receiving confirmation of the extension from an agent, her service was disconnected the following day. She spent several hours trying to resolve the issue with multiple agents, only to be told that she needed to pay a full month's bill plus a reactivation fee totaling $105.00. Additionally,after misplacing her device, she faced further complications in obtaining a new *** card, resulting in lost work hours and a suspension. Her attempts to dispute the charges online were unsuccessful. Ms. ******** is requesting assistance to resolve this issue.
  
  We contacted Ms. ******** on January *******, to discuss her complaint. After reviewing her account, we confirmed she set up Bridge Pay on January 7, 2025. We explained that the second Bridge Pay did not extend due to the required partial payment not being processed, which would have been for the same amount paid to initiate the Bridge Pay.
  
  Ms. ******** stated that she did not have any funds to pay the remaining balance to reactivate her account or the full monthly bill. We informed Ms. ******** that as a one-time courtesy, we processed a credit to her account to reactivate her services. Additionally, we changed her account due date to a more suitable date for her and shared information regarding her next due date and bill.
  
  Lastly, she confirmed that she was able to activate the *** card she purchased, and her service was working as expected. Ms. ******** confirmed she did not need further assistance from Cricket Wireless.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up bridge pay with cricket on 1/7 for $66. They sent a text message saying I had until 11:59pm CST (12:59 EST) to pay the remaining balance of $55 on 1/14. I logged on to their quick pay website at 11:55 cst to pay on my way home because I worked a 14 hr shift only to receive a message saying Oops!Looks like we're having a problem with our system.Please try again later.I KEPT trying until at 12:08 it FINALLY went through I also want to add that ALL of their means of customer service were CLOSED so I couldnt get ANY assistance until after 9am EST. I knew something was off because I didnt get the text I normally get after you make a payment. But at NO TIME was my phone disconnected. Fast forward to 6am I FINALLY see the text message but I also see a demand for $55 more dollars. As soon as they opened I called and was told by the supervisor Israel yes I can see you made several attempts to pay but the only way to restore your service is you have to pay $55MORE! why? My monthly bill is ONLY $106!!! 55+66+55..I THINK NOT When YOU acknowledge it was a SYSTEM ERROR! I provided screenshots AND STILL YOU ASK FOR MORE MONEY!! Stay away from cricket! Ive been a customer since the EARLY 2000s back when they used to have the green couch in the store but I REFUSE to be robbed when you SEE it was YOUR system AND you CONFIRMED my payment. *** also filed with the ***!

  Business response

  01/27/2025

  January 28, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22813903
  Re: ****** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** states that she set up a ********* on January 7, 2025, for $66. She received a text message saying she had until 11:59 pm CST (***** EST) to pay the remaining balance of $55 on January 14, 2025. After multiple attempts to pay the remaining balance of her account through the ********************** website before the deadline, she encountered a system error stating there was a problem and suggested trying later. After finally being able to process her payment at 12:08 am, her service continued active even though she did not receive a confirmation message. Later in the morning, Ms. ****** was informed that an additional $55 payment was required.She contacted the Cricket Wireless customer service center, and a supervisor informed her that despite the failed payment attempts reflected on her account,she would still need to pay an additional $55 to restore her service. ********* is requesting assistance to resolve her concern.
  
  We contacted Ms. ****** on January *******, to discuss her complaint. After reviewing her account, we discovered that her service was restored on January 15, 2025, after she contacted Cricket Wireless customer support as she was provided with a one-time courtesy credit on her account for the difficulties she experienced when attempting to make her payment online.
  
  We informed Ms. ****** about the alternative payment methods she can use for future payments to her account and the available hours to contact our different customer support channels. Ms. ****** agreed to the recommendations provided and confirmed her complaint had been resolved.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At approximately 10 am on 1/7/25 I purchased a mobile phone ($449.99), screen protector ($24.99) and upgrade device fee ($25.00) at Cricket Wireless, 5022 D*** ******************************** and paid a total in taxes of $63.00. The taxes were $58.50, $2.25 and $2.25, respectively. I paid with a *************** **** Credit Card.Individuals 85 years or older (residents and non-residents) are entitled to claim a 1% exemption from State and Use Tax on purchases for their personal use upon request and providing proof of age (This was done). This information is on their business license but the license was not displayed.)My request for reimbursement is based on SC Revenue Ruling #**-9, available at *************************** .The store manager refused my request saying they have no discounts. I explained, to no avail, that it was not a discount on the products.Information obtained on line stated that Cricket Wireless headquarters is ***************************.

  Business response

  02/06/2025

  February 7, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22807012
  Re: ******* **********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* **********. In her complaint, Ms. ********** states she made a purchase on January 7, 2025, at the Cricket Wireless authorized retail store, located at ****************************************************************,where she bought a device, a screen protector, and paid an upgrade device fee,totaling $449.99, $24.99, and $25.00, respectively, along with $63.00 in ********. ********** asserts that as an individual aged 85 years or older, she is entitled to a 1% exemption from State and Use Tax, which she claims was not honored by the store manager despite providing proof of age. Furthermore, she notes that the business license, which contains this exemption information, was not displayed in the Cricket Wireless authorized retail store. Ms. ********** requests assistance in resolving this issue.
  
  We contacted Ms. ********** on February 3, 2025, to discuss her complaint. After reviewing her account, we explained to her that Cricket Wireless does not exempt taxes. We shared with her part of the Cricket Wireless terms and conditions that address: You are responsible for paying all charges for services provided under this agreement, including charges made by any person you permit to have direct or indirect access to your device even if you did not authorize its use. We also informed her that her request would be escalated to our executive leadership team.
  
  We informed her that our executive leadership team approved an exception, allowing a 1% exemption credit to be applied to her account as she agreed. Additionally, we applied a courtesy credit to her Cricket Wireless account. Ms. ********** confirmed she had no other questions regarding her case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer response

  02/06/2025

  Cricket's response referred to 'WIRELESS SERVICES'.  The ** State Law refer to Sales & Use Tax.  They sold me a phone and a screen protector and January 7, 2025.  My previous phone was in working condition. They offered me a small dollar amount and a credit to my next monthly bill  due to the fact that I'd been a customer for 10 years.   I accepted their offer, however, ** Code Sections 12-36-2620, 12-36-30 and 12-36-2640 specifically provide for 1% lower State sales and use tax for individuals 85 years of age or older.

  The law gives some examples that include, but are not limited to: Clothing and accessories, jewelry, household supplies, furniture, electronics such as cell phones, televisions, computers and computer accessories, car tires and batteries and communication services such as cable or internet television.

  I accepted Cricket's offer but, I will pursue other areas of recourse on behalf of seniors over 85, residents and visitors.

  Thank you.

• Initial Complaint

  01/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please take a look at all the attached documents. I believe the consumer, especially in *********, ** is being given false or bait-and-switch advertisements for screen repair when you sign up with Cricket and accept their insurance.

  Business response

  01/30/2025

  January 31, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22799789
  Re: ***** ********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ******** believes that the consumer, especially in *********, ** is being provided with false or bait-and-switch advertisements for screen repair when signing up with Cricket Wireless and accepting the insurance feature. Additionally, Ms. ******** attached to her complaint further information where she raises issues about the eligibility of her ******* Galaxy 9 device, which was initially accepted by the sign-up agent, and questions the transparency of the insurance coverage, suggesting that it violates consumer protection laws. Ms. ******** seeks an investigation into these practices and requests assistance in getting her cracked screen repaired.
  
  We contacted Ms. ******** on January 24, 2025, to discuss her complaint. After reviewing her account, we discovered that the device she attempted to repair the screen on is a ******* Galaxy Note 9. We explained to Ms. ******** that her device is not eligible for screen repair as the make and model is different from the ******* Galaxy S9 that is currently being advertised. We advised her that the screen repair is limited to eligible devices in select areas and for more information to check eligibility she can visit: ********************************************************* or call ************.
  
  Additionally, we confirmed Ms. ******** her device is eligible for a full insurance replacement with a deductible of $250 and informed her she is eligible for a device upgrade discount with Cricket Wireless; however, she declined the options provided. Ms. ******** requested a refund for the insurance payments made over the past eight months. We explained to her that amounts paid for service charges are non-refundable, and account balances are not transferable, refundable, or redeemable for cash. Cricket Wireless Terms and Conditions can be found at: ******************************************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer response

  01/30/2025

  Dear ************************

  I sent an attached letter as response. 

  Once again thank you for being the consumers watchdog organization where we can call out mistakes of private companies as well as ******************* and try to bring out their falsehoods to the public. 

  Business response

  02/04/2025

  February 4, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22799789
  Re: ***** ********
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ***** ********. In her rebuttal, Ms. ******** states her Galaxy Note 9 is ineligible for the $29 screen repair service advertised by Cricket Wireless, as it was accepted by a Cricket Wireless representative who sold her insurance. She clarified that she is not interested in a refurbished or upgraded device for $250 and has since canceled her Cricket Wireless insurance, requesting a refund for the eight months of payments made. ***** highlighted that there appears to be a lack of service options in *********,**, and emphasized the need for clear disclosures regarding coverage and service providers to prevent future consumer confusion.
  
  We contacted Ms. ******** on January 30, 2025, to discuss her rebuttal. We shared with Ms. ******** that the screen repair is limited to eligible devices in select areas and for more information to check eligibility she can visit: ********************************************************* or call ************.
  
  Additionally, we assured Ms. ******** that we would escalate her feedback and experience to our executive leadership team and Asurions, and they will further investigate the advertising concerns she has raised and will address them internally. Ms. ******** confirmed she did not have any other questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer response

  02/04/2025

   
  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,
  
  ***** Ducanois

• Initial Complaint

  01/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for crickets 12mo. Plan for the dates of 11-27-24 to 11-27-25. On 1-6-25 my phone lost all internet connection, no apps. No search engine. Calls, texts still worked. I called customer service and they sent me a new updated E-sim. I reset all phone settings but still no internet. I went into the cricket store and bought a new hard chip sim and still no internet. The store rep. ******* figure it out either. I made an appointment and went to *****. They did a full diagnostics on the phone and found that there were no software issues and that the problem was cricket wasnt giving me any data. Their graph showed all red bars from Jan. 6th to 9th. I have proof of this. ***** then did a full system reboot on the phone using their in store Mac. Still no internet. I then did a chat through cricket customer service again and they emailed me another E-sim which I also have proof of and a transcript of the chat. The sim was invalid when scanned. Still no internet. I called cricket customer service again and asked to speak to a supervisor and asked that my service be canceled and I get refunded for the remaining year I paid for since neither the store nor customer service could connect me back to the internet. The supervisor refused to talk to me and told the representative to tell me. No refund. All they will do is cancel my service. Ive been with cricket for years over the last 20, off and on. I didnt want to lose my service with cricket or the deal I was getting but I had no choice but to cancel and switch to ******* being that I cant have a phone with no mobile data whatsoever. Im asking for a refund of $316 which is the amount from 1-11-25 to 11-27-25 Ive already paid for. I feel I have a strong case for small claims with documentation to back it up. If my service was restored I never would have had to do this. But it wasnt after exhausting many attempts with cricket customer service.

  Business response

  01/28/2025

  January 28, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22797512
  Re: ***** ***
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ***. In his complaint, Mr. *** states he paid for a 12-month plan with Cricket Wireless that would cover service from November 27, 2024, to November 27, 2025. Mr. *** details that he lost internet connection on January 6, 2025, and after multiple attempts to resolve the issue, including visiting a Cricket Wireless authorized retail store, chatting online and contacting the customer care center, he was still unable to restore his data service. Mr. *** shares that he requested his service be cancelled and a refund for the remaining pre-paid months he would not use due to the ongoing issue, but the refund was denied; therefore, he canceled his service and decided to switch carriers. Mr. *** is requesting a refund for the remaining amount of the service plan he paid.
  
  We contacted Mr. *** on January 20, 2025, to discuss his complaint.After reviewing his account, we confirmed his account was cancelled on January 10, 2025, and found he had contacted customer care multiple times reporting network issues prior switching his wireless number to another carrier. We explained to Mr. *** the portion of our Terms and Conditions of Service that states that amounts paid for unused features and service charges are non-refundable. More information can be found at: ****************************************************************************.
  
  Notwithstanding, even though service payments are non-refundable, we made an exception and provided, Mr. **** a refund for the remaining months that were paid in advance. On January 21, 2025, we contacted Mr. *** to confirm the refund check had been issued to his mailing address and explained it would be delivered within 10 - 15 business days. Mr. *** shared he was satisfied with the resolution provided and confirmed he did not need additional assistance.
  
  
  Regards,
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  ******** ********

  Customer response

  01/28/2025

   
  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

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My cell phone bill was due on 1/9/2025. Cricket wireless has a program called Add it up. I paid through them yesterday, 1/9/25 at 8:26am. Today, 1/10/25 I woke up to my account shut off and will not be turned back on until I pay $15 late fee charge to turn it back on. I spoke with a manager at 9:25am, 1/10/25, named ******* and he stated that the charge was valid because it takes 24hrs to post on the account and it shows on their end paid 1/10/25, which was late. He refused to fix the billing error and said it was my fault because I should have paid it earlier to allow the 24 hrs to post it to my account. See information from both my receipt and the account billing as of 9"41am this morning. I have no choice by to pay this in order to have my cell service turned back on today.Receipt from Ad It Up Receipt #****-7690 Amount paid $90.00Date paid Jan 9, 2025, 8:26:43 AM Payment method ****** 1919 SummaryPayment to Ad It Up $90.00 Amount charged $90.00 Due Date:Today Monthly Charge:$90.00 Reactivation Fee:info $15.00 Account Credit:$0.00 Amount Due:$15.00

  Business response

  01/30/2025

  
  January 30, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22793474
  Re: ****** *******
  
  
  Dear ********************************* correspondence is in response to a complaint filed by ****** *******. In her complaint, Ms. ******* states that her cell phone bill was due on January ******, and she paid through the Cricket Wireless Add It Up program on the same day at 8:26 AM. However, on January 10, 2025, she discovered her account had been suspended and was informed that a $15 late fee would be required to reactivate her service, as the payment had not been posted to her account until January 10, 2025. She contends that the charge is erroneous, as she made the payment on time and requests a refund of $15.

  We contacted Ms. ******* on January *******, to discuss her complaint. After reviewing her account, we discovered that her account was suspended for non-payment on January 10, 2025, since the credit from Ad It Up was not applied to her account until 24 hours later. We were going to explain to her the Ad it Up process to receive the credit on her account; however, Ms. ******* expressed dissatisfaction with the information we would share and ended our conversation.

  We shared with Ms. ******* via email, as she requested not to be contacted via phone anymore, that once the redemption request is completed through Ad It Up, it takes up to 24 hours for the credit to be applied and suggested to redeem her points at least 48 to 72 hours before her due date to avoid suspensions on her service. Additionally, we shared with her that we applied a courtesy credit to her account as a one-time exemption.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/9/25 $55.81 Changing phone service bringing my own phone and number. Paid for 3 months and it created a new number instead of using my own. I called and spoke to multiple representatives and was hung up on by 2 managers. Both refused to correct the error and claims that they are not capable of issuing refunds and to call the bank. The bank cant refund a pending transaction and was hung up on once they realized the bank was listening to them. This took me hours and is completely unresolved. I was excited to switch to this company and am disappointed to find out that they have terrible customer service.

  Business response

  01/31/2025

  January 30, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22792357
  Re: ****** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** states that on January 9, 2025, she attempted to bring her device and number to ********************** paying 3 months in advance but created a new number instead of porting her own. Despite paying for three months of service, she faced significant challenges when contacting the Cricket Wireless care center,including being hung up on by two managers who claimed they could not issue refunds and advised her to contact her bank. Unfortunately, the bank informed her that they could not process a refund for a pending transaction, leading to further frustration as she was disconnected during the call. ****** expressed her disappointment in the customer service experience, which she found to be unsatisfactory.
  
  We contacted Ms. ***** on January 16, 2025, to discuss her complaint. We informed her that, as set forth in the Cricket Wireless terms and conditions of service, payments are non-refundable; however, we made a one-time exception, processed a full refund,and advised her to allow 5 to 10 business days for the process to complete.
  
  We offered to assist her in processing her order again to ensure she ports her number correctly but clarified that she would need to make a new activation payment. Additionally,we mentioned that if she agrees to reprocess the order, we could help her credit her account to pay less for renewal, as a one-time exception. Ms. ***** indicated that she would think about it and requested us to follow up a couple of days later.
  
  We attempted to contact ******** on January 20 and 24, 2025 but were unsuccessful. Should Ms. ***** decide she would like to accept our offer, she may contact *****, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

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