Complaints

This profile includes complaints for Cricket Wireless, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Cricket Wireless, LLC has 629 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

  1050 W Colfax Ave STE E & F Denver, CO 80204-2071

• 

  Cricket Wireless, LLC

  112 W 87th St STE M5 Chicago, IL 60620-1318

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 27th, 2025 at cricket wireless I paid in full for my iPhone 16 plus today July 27th ***** I tried to switch carriers and they told me my phone was locked to the carrier stating that I had to be with there service or 6 months and that my phone wasnt eligible for unlock until next month meanwhile I have done paid for phone service through a different company. My phone is mine and I should be able to do what I will with it I paid over $1000 for it flat out and there holding my phone hostage and will not unlock it for me to switch carriers the company is basically has my phone locked down and will not unlock it.

  Business Response

  Date: 08/06/2025

  August 6, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23662299
  Re: ******* *********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* *********. In his complaint, ************ states that on February 27, 2025, he paid in full for his iPhone 16 Plus, but when he attempted to switch carriers on July 27, 2025, he was informed that his phone was locked to the original carrier. He was told that he needed to remain with their service for six months and that his phone would not be eligible for unlocking until next month, despite having paid for the phone service through a different company. He expresses frustration that, having paid over $1,000 for the device, he feels his phone is being held hostage and is unable to unlock it to switch carriers.
  
  We contacted Mr. ********* on July 28, 2025, to discuss his complaint. After reviewing the **** number he provided, we discovered that his device has been used for only 5 months with active Cricket Wireless service and does not meet the Cricket Wireless unlock policy requirements. The device unlock policy can be found at: *************************************************************************.
  
  We explained to Mr. ********* that although the unlock requirements have not yet been met for the device, as an exception, we have successfully unlocked the device. Mr. ********* confirmed that he was satisfied and had no further questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 08/06/2025

   
  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

  Date:07/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/22/2025, I contacted Cricket because my phone was lost, they directed me to call Assurion the company they use as insurance in order to get a replacement. I received the the replacement with a sim card. I called Cricket 5 times to get this phone reactivated since they suggested I suspend the number until I receive the new phone. From 5pm through 8:30 pm I called Cricket to assist with reactivating this phone. On the 5th call I finally got someone to tell me the sim card was defective. I asked them to please send a new sim card, instead he was too busy upselling and stated he issued a request and will have some one call me in roughly 3 days to confirm the sim card is defective versus sending out a sim card out. Any other company just sends out a sim card. This is not acceptable. I am requesting a refund on the $40 dollars I was charged for a card that does not work.

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23645483
  Re: ***** ****
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ***** ****. In her complaint, Ms. **** explains her experience with Cricket Wireless after losing her phone and receiving a replacement from the insurance, which included a new *** card. Despite calling Cricket Wireless to reactivate her phone and *** card, she was informed that the *** card was defective. Instead of sending a new *** card promptly, the representative escalated the issue and informed her that someone would call her in approximately three days, which she found unacceptable. Consequently, ******* is requesting a refund of $40 due to the non-functional *** card.
  
  We contacted ******* on July 31, 2025, to discuss her complaint. Ms. **** informed us that the issue had already been resolved, as the phone started working overnight. We apologized to Ms. **** for the inconvenience and confirmed that everything was working properly on her account after a thorough review.
  
  We offered ******* a courtesy credit to her account, which she accepted. We also provided her with the due date and payment amount for the upcoming month. Ms. **** confirmed her satisfaction with the resolution and indicated she had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 08/05/2025

   
  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

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On evening of 7/18/25 I came to this Cricket store at ***********************, to have the Sim card to one of my phones changed. I paid $10.81c with my card. I got home and the *************) Sim card voicemail did not work. So today 7/19/25, I called the store at 12:13 pm and they told me to call customer service. I told the store worker that I had called already and if there is more for her to assist me that I am all for it. I also gave her the option to refund my money but she refused instead she called the owner who told her to call the police unprovoked. The police came and they still refused to refund my money and claimed that they don't want to do business with me. Please I do need a refund of $10.81c. I do have an accent probably that is why they thought I was deportable. I need a written apology from them along with my $10.81c refund since they went as far as to have police issue me a criminal trespass warning unprovoked. They can return the credit card transaction Thank you. ********* **** ??

  Business Response

  Date: 07/31/2025

  July 30,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23626457
  Re: ********* ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ********* ****. In her complaint, Ms. **** states she had an incident on July 18, 2025, at the Cricket Wireless authorized retail store located at ***********************, where she paid $10.81 for a SIM card that did not function properly. After contacting the authorized retailer on July 19, 2025, for assistance, she was advised to contact Cricket Wireless customer care center. Despite her attempts to resolve the issue, Ms. **** states that the Cricket Wireless authorized retail store staff refused to issue a refund and escalated the situation by involving the police,resulting in a criminal trespass warning issued to her. Ms. **** requests assistance to resolve this issue.
  
  We attempted to contact Ms. **** on July 21, 23, 25, and 28, 2025, but were unsuccessful. Should Ms. **** still require assistance, she may contact *******, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wednesday 6pm July 10/************************************** store asked for charging cord for iPhone 13. Clerk yes charged for cord and adapter for *****. I asked her to make sure right cord and it was not correct. She did not have correct cord she called manager and neither knew how to void transaction I left and got cord at another store I never touched cord or receipt. They never voided transaction now has been approved by my insurance. I have called and email multiple times to cancel charges they will not. They say I have to go to their store to cancel which is 400 miles from my home

  Business Response

  Date: 07/29/2025

  July 30,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23597644
  Re: ****** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ****. In his complaint, Mr. **** explains an incident that occurred on July 10, 2025, at the Cricket Wireless authorized retail store in ***********, **, where he requested a charging cord for an iPhone 13. The clerk charged him $50.15 for a cord and adapter, but after confirming the correct item, it was found to be incorrect.The clerk and manager were unable to void the transaction, leading Mr. **** to purchase the correct charging cord from another store. Despite never touching the cord or receipt, the transaction was approved by his insurance, and multiple attempts to cancel the charges have been unsuccessful, as the store insists, he must visit in person, which is 400 miles from his home. Mr. **** is seeking assistance to get a refund.
  
  We contacted Mr. **** on July 21, 2025, to discuss his complaint. Mr. **** confirmed that he received the $50.15 back to his original payment method used after reaching out to his financial institution and informed us that he wanted to express his desire to file a complaint concerning the Cricket Wireless authorized retail store where the incident happened.
  
  We apologized to Mr. **** for his experience and inconvenience, and we assured him that we would escalate his complaint to the leadership team that works directly with this store's management team, and they will complete an internal *********. Wood acknowledged our response and confirmed he had no further questions regarding his complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 07/29/2025

   
  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

  Date:07/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sincerely lacking customer service. Between July 1 and today at least 10 hours on the phone been hung up on three times promised service then refused that service sickened by their behavior in our customer service department. Wish I could leave.

  Business Response

  Date: 07/29/2025

  July 29,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23591546
  Re: **** ***** ******* ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ***** ******* ******. In her complaint, Ms. ******* states she experienced a lack of customer service, having spent at least 10 hours on the phone, during which she was hung up three times. She reported being promised service that was later refused,leading to her feeling disheartened by the behavior exhibited by the Cricket Wireless customer care center.
  
  We attempted to contact Ms. ******* on July 16, 18, and 21, 2025, but were unsuccessful. Should Ms. ******* still require assistance, she may contact *******, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:07/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been on my elderly father's account with ATT for years. I decided to switch h to Cricket today. When filling out the online form it requested my current number, which led me to believe it would transfer with the new service. Only after I paid ****** did it tell me I was assigned a new phone number, which is unacceptable to me. Only after I submitted payment did Cricket tell me that my phone number had been changed and what i needed to provide to change it back, including numerous pieces of information I do not have access to (my father is elderly and cannot recall his PIN and would not be able to find his acct number easily). I immediately called ******************** to cancel the service, but they would not and a supervisor named ***** stated I'd need to dispute the charge with my cc company. I was on he phone for nearly half an hour without resolution of the issue.

  Business Response

  Date: 07/29/2025

  July 30, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23591164
  Re: ******* ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ********. In her complaint, Ms. ******** states she has been on her elderly fathers account with AT&T for years and recently attempted to switch her number from AT&T to Cricket Wireless. She indicated that while filling out the online form, she was led to believe her current phone number would transfer with the new service; however, after a payment of $309.99, she was assigned a new number. She adds that she does not have access to the information to port her number as her father does not recall his PIN nor would he have been able to find the account information easily.Upon discovering this, she attempted to cancel the service but was informed by a supervisor that she would need to dispute the charge with her credit card company, leaving her without a resolution after half an hour on the phone.
  
  We contacted Ms. ******** on July *******, to discuss her complaint. After reviewing her account, we found that she activated the 12 multi-month plan and confirmed she had been assigned a new wireless number during the process. We informed Ms. ******** that per Cricket Wireless Terms and Conditions, service charges are non-refundable, and account balances are not transferable, refundable, or redeemable for cash. More information can be found online at: ******************************************.
  
  We informed Ms. ******** that even though payments are usually non-refundable, we made an exception and issued a refund to her original method of payment. We advised her it would take 3 to 5 business days to complete. Lastly, we recommended Ms. ******** re-submit the online order to port her number to Cricket Wireless once she had the required information available to complete the transfer and provided her with the steps to do it.
  
  Ms. ******** confirmed she was satisfied with the outcome of the case and did not have any further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 07/31/2025

   
  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

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to cricket wireless to purchase a phone for my service period I have been a customer for many years now.I was Overcharged for my phone . I was charged for items that I didn't ask for , I was charged for items that I didn't ask for or receive and I want a refund for the overcharge. I was charged $286. The cost of the phone was only 120 . I bought a second phone and I was charged $75 and the actual cost of the phone was 7. I was charged for earbuds $60. I did not ask for or receive. I was told that my phone cover and chargor was free when I was charged $30 each for those I was charged $30 for S. D card that I did not ask for or receive and there were other items I was charged for. The monthly service when I was told that was included in the price of my phone I paid an additional $50 and additional $25. I didn't see the receipt until a few days ago. And then I tried calling the cricket wireless to ask for the supervisor contact and I received a bogus email when I look at the receipt again. 2 days later, I noticed it was deleted from my phone and it showed an error message. Showing the vendor so not only did they overcharge me, they have access my phone message without my permission. I want a refund for all of the items that I was charged for I want a refund for all of the items I was overcharged for I want my receipt. I was not giving a receipt the date that I made the purchase. I was on a short break from work.And the representative knew that and I was in a hurry to get back to work .

  Business Response

  Date: 07/30/2025

  July 30, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23579815
  Re: ***** ****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***** ****. In her complaint, Ms. **** states that during her recent visit to Cricket Wireless, she was overcharged for her phone and various items she did not request or receive. Specifically, she was charged $286 for a phone that was priced at $120, and for a second phone, she was charged $75 instead of the actual cost of $7. Additionally, she was charged $60 for earbuds, $30 each for a phone cover and charger that were promised as free,and $30 for an SD card she did not ask for or receive. Furthermore, she claims that she was charged extra for monthly service fees that were supposed to be included in the phone price. Ms. **** also mentions that she did not receive a receipt at the time of purchase and encountered issues accessing her receipt later. She is requesting assistance to resolve this issue.
  
  We contacted Ms. **** on July *******, to discuss her complaint. After speaking with her, we apologized and assisted her in reviewing the invoice information and confirmed the additional charges.We shared with her that we have escalated her experience with the store leadership from the location and explained that they will investigate further with managers and representatives.
  
  We initiated a refund process for Ms. **** and explained that she will receive her refund within 7-10 business days at the mailing address provided. She confirmed that her main concern has been resolved and that she does not require any further assistance with her complaint.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319          

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 4 lines with cricket, recently cricket cut service to some of the phones when adding a line. and once for no apparent reason. so I decided to move over to ******* (which is another complaint) after ******** inability to make a seamless transfer, which was promised, do to the fact that my son operates a mobile repair truck it is detrimental he has service. all the phones where shut off. I decided to go back to cricket, they only turned 2 phones back on. and not the critical one. so my son is out of state with noway to contact or be contacted, is spent 6 hrs on the phone 5 1/2 on hold trying to get this issue resolved. called again today only to be put on hold

  Business Response

  Date: 07/28/2025

  July 28, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 23575262
  Re: **** *******
  
  
  Dear ********************************** correspondence is in response to a complaint filed by **** *******. In her complaint, Ms. ******* detailed her experience with Cricket Wireless, where four lines were affected after adding a new line, resulting in service disruptions. Following this, she attempted to switch to ******** but faced challenges with the transfer process, which was critical for her son who operates a mobile repair truck. After returning to Cricket, only two of the phones were reactivated, leaving the essential line inactive while her son was out of state, causing significant communication issues. She reported spending over six hours on the phone, with most of that time on hold, in efforts to resolve the matter, and encountered similar difficulties in subsequent calls.
  
  We contacted Ms. ******* on July 9, 2025, to discuss her complaint. MS. ******* clarified that she had ported their lines from Cricket Wireless to a different carrier and informed us that the issue they were experiencing was with their new carrier as they could not activate the lines successfully on their end. After reviewing her account, we confirmed three lines were ported on July 7, 2025, and two lines remained active on his Cricket Wireless account. We offered Ms. ******* the option to bring their numbers back to Cricket Wireless and/or activate new wireless numbers. Ms. ******* stated she preferred to port in their numbers instead. Therefore, we explained she would need to obtain the port-in information from her new carrier to start the activation process.
  
  On July 10, 2025, we spoke to Mr. ******** her husband, and he informed us that his son had already activated a new line and no longer needed assistance. Additionally, we assisted him in in activating a temporary new wireless number on his Cricket Wireless account at no cost and offered a call back to assist them in porting the old numbers once they had the information needed available. 
  
  We attempted to contact Ms. ******* on July 14 and 17, 2025, but were unsuccessful. Should Ms. ******* still need assistance with the port process, we encourage her to contact ********** Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the *********
  ***************************************** NE
  ******** ********

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 7/6 I prepaid for service for 2 lines in the amount of $105.00 including late fee. On 7/7 i called to cancel second line and was told that the line will go off in 30 days on 8/5. Had other issue with auto pay. Manager ****** suggested we add the 2nd line back on as it would resolve auto pay issue. ****** was wrong as auto pay not resolved. She failed to place things back as they were as of 7/7. I called back on 7/8 so they would cancel line as they did on 7/7, basically deactivate as of 8/5 but their agent cancelled the line right away. on 7/9 I spoke with supervisor ******** who failed to activate the line stating i asked for the line to be deactivated effective immediately. I asked for my money back as i paid for the service in advance hence why is called pre-paid and she refused. Asked me to subpoena them and refused to give me my money back. Cricket is stealing from customers. The phone line is pre-paid so they should activate 2nd line as i prepaid. My service is $90 for 2 lines. I paid $105 including late fee. The audio did not say that i wanted the line deactivated effective immediately. They rather lose a customer and steal than honor the good customer service. People work hard for their money. Total theft.

  Business Response

  Date: 07/26/2025

  
  
  
  July 25, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 23575073
  Re: ******** ******
  
  
  Dear ********************************** correspondence is in response to a complaint filed by ******** ******. In her complaint, Ms. ****** reports that on July 6, 2025, she prepaid service for two lines in the amount of $105, including a late fee. After calling to cancel the second line on July 7, 2025, she was informed that it would be deactivated on August 5, 2025. However, following a suggestion from the manager to reinstate the second line to resolve an Auto Pay issue, this was reinstated but the Auto Pay problem remained unresolved. On July 8, 2025, when she requested the cancellation of the line, it was deactivated immediately instead of on the agreed date. Subsequently, one of the supervisors she spoke to stated that she had requested an immediate deactivation and refused to refund the prepaid amount, leading her to feel that her rights as a customer were disregarded. 
  
  We contacted Ms. ****** on July 10 and 14, 2025, but were unsuccessful. On July 17, 2025, Ms. ****** contacted us and informed us that she had already ported the remaining active line to a different wireless carrier due to the issue she had with Cricket Wireless. We apologized to Ms. ****** for the inconvenience she experienced and offered to restore the wireless number it was previously cancelled at no cost, which she agreed. We informed Ms. ****** that the number was successfully restored and provided her with her next months balance and due date in case she decides to continue service in the future.
  
  We explained to her that, even though Cricket Wireless has a non-refundable policy, we would make the exception to issue a refund for her last service payment, as her line was transferred at the start of her billing cycle and noted it did not have usage. We explained the refund would take 3 to 5 business days to be completed. Additionally, Ms. ****** requested to unlock her device, and we successfully assisted her with the unlocking process. Ms. ****** confirmed that she was satisfied with the resolution and that she had no further questions regarding her complaint.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 07/26/2025

   
  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

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ********************** for 5 years and am in good standing. I had used phones bought through cricket. However, after my most recent phone from cricket broke after years of use, I decided to purchase an unlocked phone from ****** ******* pixel 8). I paid in full with ******. I then went to my local cricket and asked if I could switch my service to this new unlocked phone. I asked specifically if my new phone would be locked to cricket. I was verbally told no, it would not and that cricket doesn't lock phones. They activated the *** without showing me any paperwork or having me accept any terms. I wanted to use my cricket plan for a while but planned on switching while I travel abroad for an extended time. Within an hour of the *** being activated, I realized that the *** was locked to the device. I contacted support and they told me that the device was now locked to their service for 6 months. This is a scam and should be illegal. I never signed anything, never was shown paperwork and was indeed outright lied to in person by a representative. Essentially Cricket Wireless stole my phone that I purchased myself through another company. The amount of money I am disputing is the cost of the phone and of 6 months of service through cricket at $60 per month.

  Business Response

  Date: 07/24/2025

  July 24,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23555832
  Re: ****** *********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *********. In his complaint, Mr. ********* states that after being a Cricket Wireless customer for five years and purchasing an unlocked ****** Pixel 8 device, a ********************** representative informed him that his new device would not be locked to their service. However, after activating the *** card, he discovered that the device was locked for six months, despite never signing any paperwork or being shown terms of service during the activation process. He feels misled and asserts that Cricket Wireless effectively locked his personally purchased device. Mr. ********* is disputing the associated costs of the device, six months of service, at $60 per month,and is seeking assistance to unlock his device.
  
  We attempted to contact Mr. ********* on July 8, 11, and 14, 2025 but were unsuccessful. Should Mr. ********* still need assistance, we encourage him to contact *********, Cricket Wireless Office of the ********* Manager at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********