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.

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• 

  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

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

• 

  Cricket Wireless, LLC

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

• 

  Cricket Wireless, LLC

  11560 S District Dr South Jordan, UT 84095-5539

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:06/13/2025

  Type:Order 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 dealing with Cricket Wireless Customer Contact Supervisors for 3 months now with no resolution. I had no service and could not send texts. I contacted them using my Wife's phone in March 2025. A ********** advised me that there were towers in my zipcode of ***** that were degraded and once they are fixed they would credit me. The ********** advised me this typically takes 2 weeks. Now it's 3 months later and 6 phone calls speaking to various **********s. A week ago I spoke to a Supervisor named Israel who advised me the billing cycle just occurred and I would have to wait until a new bill is accrued to apply the credit and to call back in a week. It's been a week and the ********** I spoke to today by the name of ******, advised me they still show towers in a 5 mile radius that are degraded and I cannot receive my credit of $75 for the 3 months until the towers are fixed. I advised ****** that my service is back to normal otherwise how would we be talking right now since I'm using my phone. He stated that I cannot receive credit until the towers were fixed. He says this despite the 1st ********** telling me that it typically takes 2 weeks to fix a tower but here I am 3 months later STILL trying to get my credit. There are notes on file stating they would credit me once my issues are resolved but I am receiving not but runarounds and excuses. I am owed $75 credit to my account and expect them to uphold the promise they made.

  Business Response

  Date: 06/20/2025

  June 20, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 23467276
  Re: Jonathan Glass
  
  
  Dear Sir/Madam, 
  
  This correspondence is in response to a complaint filed by Jonathan Glass. In his complaint, Mr. Glass expresses ongoing frustration with Cricket Wireless customer service after multiple conversations with various supervisors over the past three months concerning persistent service outages and inability to send text messages. In March 2025, a supervisor informed Mr. Glass that the degraded network towers affecting his zip code (78229) were scheduled for repairs within two weeks. Additionally, he was assured that a $75 credit would be applied to his account once the issue was resolved. However, despite multiple follow-up calls and discussions with different supervisors, some advising him to wait for a new billing cycle and others reiterating that the credit could not be applied until the tower repairs were completed. Mr. Glass remains dissatisfied. Although his service has since been restored, delays and inconsistent responses have continued. Notes on his account confirm that the promised credit is still owed. Mr. Glass is now requesting a prompt resolution to this matter. 
  
  We contacted Mr. Glass on June 16, 2025, to discuss his complaint. After reviewing his account, we apologized to Mr. Glass for the network issues he experienced and the unapplied promised compensation. He confirmed that his service is now working as expected. 
  
  We provided Mr. Glass with an account credit equal to one month of service. Mr. Glass confirmed that he was satisfied with the resolution provided and informed us that he did not need additional assistance regarding his complaint.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  1025 Lenox Park Blvd. NE
  Atlanta, GA 30319
  
  

• Initial Complaint

  Date:06/12/2025

  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 bought an unlocked iPhone off of ****. I brought the unlocked phone to Cricket wireless where I had service for a few years. I left the company for another cell provider. I did not trade in my phone because I wanted to use it overseas for travel. When I got overseas, it turned out the phone is now locked to cricket. I have tried all avenues to get them to unlock the phone, but I cant talk to someone in the phone, the chat is run by bots who can not help, and the store was no unlocking capibilties. They said my only recourse was to reinstate service and keep it for 6 months before they could unlock it again.

  Business Response

  Date: 06/30/2025

  June 30, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23461795
  Re: ****** ******
  
  
  Dear **********
  
  
  This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** detailed her experience with an unlocked iPhone purchased from ****, which she brought to Cricket Wireless during her previous service. After switching providers and intending to use the phone overseas, she discovered that it had been locked to Cricket Wireless. Despite her efforts to resolve the issue through various channels, including the store and automated chat services, she was informed that her only option was to reinstate service and maintain it for six months before the phone could be unlocked.
  
  We emailed Ms. ****** on June *******, to discuss her complaint. We informed Ms. ****** that after reviewing the information about her device, we confirmed that it was eligible to be network unlocked. We explained to her that we had processed a remote unlocking request for her device and suggested she reboot it to complete the process.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:06/10/2025

  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 a customer with them for roughly a year now, just needed to ask for an extension on a phone bill for 2 days, got told I have to pay 35$ for one week of service, PLUS 60$ in addition totaling 95$ when I pay 80$ monthly. I'm highly frustrated, and upset because now regardless I have to pay extra to get my phone reactivated IF I even decide to stick with the company.

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23448447
  Re: Bethany Hambaugh
  
  
  Dear Sir/Madam,
  
  This correspondence is in
  response to a complaint filed by Bethany Hambaugh. In her complaint, Ms.
  Hambaugh has expressed frustration regarding a recent request for a two-day
  extension on her phone bill. Despite being a loyal Cricket Wireless customer
  for approximately one year, she was informed that reactivating her wireless
  service would require a payment of $95, comprising $35 for one week of service
  plus an additional $60 fee. This amount exceeds her usual monthly payment of
  $80, causing her significant concern. The unexpected charges have left Ms.
  Hambaugh feeling upset and uncertain about continuing her relationship with the
  company. She is seeking assistance to resolve this issue.
  
  On June 11, 2025, we contacted
  Ms. Hambaugh to discuss her complaint. After reviewing her account, we explained
  that Cricket Wireless does not offer two-day extensions. However, we informed
  her about our BridgePay option, which allows customers to keep their service
  active for up to seven days beyond the due date by making a partial payment of
  their bill. More information about our BridgePay policies can be found at: https://www.cricketwireless.com/support/billing-and-payments/bridge-pay.html.
  
  We confirmed that Ms. Hambaugh
  successfully set up BridgePay before the end of her billing cycle, preventing suspension
  of her wireless account and avoiding any reactivation fees. As a gesture of
  goodwill, we applied a one-time courtesy credit to her account equal to the $15
  BridgePay activation fee. We also provided her with details regarding her
  remaining balance and due date. Additionally, we offered to adjust her due date
  to better accommodate her needs. However, during the conversation, Ms. Hambaugh
  mentioned experiencing network issues, and the call was unexpectedly
  disconnected.
  
  We contacted Ms. Hambaugh on
  June 13, 2025, to address her network issues and performed troubleshooting
  steps on her device and service to re-register it to the Cricket Wireless
  network. We recommended she reboot her device and scheduled a callback to
  confirm the outcome. We attempted to contact Ms. Hambaugh the same day but were
  unsuccessful. Should Ms. Hambaugh still need assistance, she may contact Alejandro,
  Cricket Wireless Office of the President Manager, at (844) 246-5844.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  1025 Lenox Park Blvd. NE
  Atlanta, GA 30319

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23448447, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Bethany Hambaugh

• Initial Complaint

  Date:06/09/2025

  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.

  Hello, I formally file the complaint against Cricket Wireless in that internationally mislead and cheated the client by providing the mistaken and twisted information.I opened a new Cricket Wireless mobile line on April 07, 2025. After the 2 months, I switched my monthly plan from $60.00 (unlimited data) to $30.00 (5G data) plan on June 07, 2025. I made such switch request through Cricket wireless app. But, the information and operations through Cricket Wireless app is so tricky and dramatic, the system navigated me to set up auto payment, which I did and the system confirmed it will process the autopayment on June 08, 2025 so that my new plan will start on same day (the first day of new billing cycle). Therefore, I trusted the Cricket Wireless app (downloaded from its official website). However, my cell phone service was suspended on June 09, 2025, and the system changed the tone this time saying that my account was deactivated due to the missed the payment. I tried to talking to Cricket Wireless customer representative to solve the issue. However, both of Cricket Wireless agents were very rude, impatient and reluctant to solve the issue. They kept blaming me for missing the payment and refused to listed to my explanation of the situation. I was forced to pay additional $5.00 reactivation fee, which I really believe it was a wrong charge. I was mislead by the Cricket Wireless app since the app kept confirming me that the payment would be processed on June 08, 2025 but the payment was not processed by the system. If the system did not provide the wrong (or intentionally misleading) information about the processing of payment, I would definitely submit the payment by myself on June 08, 2025 to avoid deactivation of my mobile ********** summary, I complain the Cricket wireless on cheating the client for more unlawful and unethical charge to individual client. I request Cricket to refund the $5.00 reactivation fee immediately.

  Business Response

  Date: 06/18/2025

  
  June 18, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 23446403
  Re: Hua Li
  
  
  Dear Sir/Madam, 
  
  This correspondence is in response to a complaint filed by Hua Li. In his complaint, Mr. Li details his experience with Cricket Wireless after opening a new mobile line on April 07, 2025, and subsequently switching his monthly plan from $60 to $30 on June 07, 2025, through the Cricket Wireless app. He asserts that the app misled him regarding the auto payment setup, confirming that the payment would be processed on June 8, 2025, yet his service was suspended on June 9, 2025, due to a missed payment. Despite his attempts to resolve the issue with customer service, he encountered rude and unhelpful agents who blamed him for the situation, forcing him to pay a $5 reactivation fee, which he believes was unjustly charged due to the misleading information provided by the application. He requests an immediate refund of the $5 reactivation fee.
  
  We contacted Mr. Li on June 12, 2025, to discuss his complaint. After reviewing his account, we confirmed that he had set up Auto Pay through the myCricket app on June 7, 2025, but his wireless number was disconnected on June 9, 2025, for non-payment. We shared with Mr. Li expectations on how Auto Pay works and explained that it needed to be set up at least five days before his due date, in accordance to the Terms and Conditions of Auto Pay, that state: “If you turn Auto Pay on less than five (5) days before your due date, you may need to make a one-time payment for your current payment due”. More information can be found online at: https://www.cricketwireless.com/support/billing-and-payments/auto-pay-setup.
  
  Although Cricket Wireless does not provide refunds, we made an exception and applied a courtesy credit to Mr. Li’s account for the reactivation fee he paid. Mr. Li confirmed that he was satisfied with the resolution provided and informed us that he did not need additional assistance regarding his complaint.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  1025 Lenox Park Blvd. NE
  Atlanta, GA 30319

• Initial Complaint

  Date:06/06/2025

  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.

  Cricket over charging customers paid 55 dollars for one week of service and then they made me pay another 105 dollars to keep service for another 30 days

  Business Response

  Date: 06/23/2025

  June 23, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23435384
  Re: Vancie Pempilton
  
  
  Dear Sir/Madam,
  
  This correspondence is in
  response to a complaint filed by Vancie Pempilton. In her complaint, Ms.
  Pempilton states that Cricket Wireless is overcharging customers. She explains
  that she paid $55 for one week of service, and then paid $105 to keep her services
  for an additional 30 days. 
  
  We contacted Ms. Pempilton on
  June 11, 2025, to discuss her complaint. After reviewing the account, we found
  that she had initiated a Bridge Pay extension on May 30, 2025. The Bridge Pay
  extension allows customers to split their Cricket Wireless bill into separate
  payments. We confirmed she paid $55 on May 30, 2025, $40 went towards her bill,
  and $15 was for the Bridge Pay enrollment fee. On June 6, 2025, the account was
  suspended due to non-payment. When Bridge Pay payment is missed, a full bill
  payment and a reactivation fee are required to restore an account. More
  information about Bridge Pay can be found at: https://www.cricketwireless.com/support/billing-and-payments/bridge-pay.
  
  We explained to Ms. Pempilton that the payment of $105 was required to
  restore her account and start a new billing cycle. We offered a one-time
  courtesy credit for the payment she made to activate her Bridge Pay, but she
  declined our offer, and our call ended. We attempted to contact Ms. Pempilton
  on June 13 and 16, 2025, but we were unsuccessful. Should she still need
  assistance, we encourage her to contact Claudia, Cricket Wireless Office of the
  President Manager at: 844-246-5844.
  
  Regards,
  
  Cricket Wireless
  Office of the President
  1025 Lenox Park Blvd. NE
  Atlanta,
  GA 30319

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23435384
  
  
  
  I am rejecting this response because: I spoke to Claudia and she did not care to look at the situation at hand, there was no need for a second call being that we didn’t agree with what each other were saying. Due to the fact that I am just going to cancel my service end of billing cycle and she didn’t wanna do a refund she wanted to do a credit for a service I will no longer be using. I also emailed Claudia June 13 after she had called and she never responded so Claudia isn’t looking for a real solution 
  
  
  
  Sincerely,
  
  
  
  Vancie Pempilton

  Business Response

  Date: 06/27/2025

  June 27, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23435384
  Re: Vancie Pempilton
  
  
  Dear Sir/Madam,
  
  This correspondence is in
  response to a rebuttal filed by Vancie Pempilton. In her rebuttal, Ms. Pempilton
  expresses dissatisfaction with her interaction with the Office of the President
  Manager, stating that the situation was not addressed adequately. She adds that
  a second call was unnecessary due to the disagreement. Ms. Pempilton indicated
  her intention to cancel her services at the end of the billing cycle, but was
  offered a credit for services that she would no longer use instead of a refund.
  
  We contacted Ms. Pempilton on
  June 25, 2025, to discuss her rebuttal. Although payments are typically
  non-refundable, we made an exception and issued a refund. We explained that the
  refund process takes 3 to 5 business days to complete. She confirmed she had no
  further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  1025 Lenox Park Blvd. NE
  Atlanta,
  GA 30319

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23435384, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Vancie Pempilton

• Initial Complaint

  Date:06/05/2025

  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.

  The problems continue with cricket wireless not fixing my service on both lines of ************ and ************ both numbers are spoofed cannot receive incoming calls on either line they refused to fix the service i will be making more complaints with fcc and attorney general and will file civil lawsuit for all the money i lost on devices and service , when you call me it says the person has not set up voicemail and phone never rings

  Business Response

  Date: 06/27/2025

  June 27, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23430287
  Re: Kenneth Diaz
  
  
  Dear Sir/Madam,
  
  This correspondence is in response to
  a complaint filed by Kenneth Diaz. In his complaint, Mr. Diaz reports ongoing
  issues with his Cricket Wireless service on both lines, 954-830-6627 and
  954-830-4421. He says the numbers appear to be spoofed, and he cannot receive
  incoming calls. Despite his attempts to resolve the problem, he feels the
  company has not fixed the issue. When called, the phone does not ring and
  indicates voicemail is not set up. Mr. Diaz plans to escalate the matter by
  filing complaints with the Federal Communications Commission and the Attorney
  General, and may pursue a civil lawsuit for financial losses related to his
  devices and service. Mr. Diaz is requesting a refund or for his devices to be
  unlocked.
  
  We contacted Mr. Diaz on June 11,
  2025, to discuss his complaint. We informed him that his network issue has
  already been escalated to our technical support team during previous
  complaints, and no network problems have been found with his Cricket Wireless
  services. We also reviewed the previously made recommendations to improve his
  device signal, including resetting the network settings. Although his devices
  did not meet the requirements, we made an exception and processed a remote
  unlock request for his devices on June 12, 2025.
  
  On June 16, 2025, we contacted Mr.
  Diaz to share the final unlocking steps to complete the unlocking process on
  his devices. He informed us that he would complete the process later, as he had
  removed the SIM card kits from his Cricket Wireless devices. Lastly, we
  provided Mr. Diaz with information regarding the Cricket Wireless billing
  cycle.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  1025 Lenox Park Blvd. NE
  Atlanta, GA 30319
  

• Initial Complaint

  Date:06/05/2025

  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.

  Cricket Wireless will only unlock a phone ( bought and paid in full with them) if you have an account with them. I purchased my phone and paid in full with Cricket online - I do not use that phone any longer...Yesterday my current phone broke down and I tried switching the *** to the old Cricket purchase phone to find out was still locked ( even though they assured me was unlocked when I left the company). Today I was told that they can not unlock my phone unless I have an active account with them. I am not in a financial condition currently to invest on a new phone and it is completely unfair that I am not able to rely on a phone that was bought and paid in full. I am attaching today's 06.05.25 chat transcript. I am requesting the phone to be unlocked or a refund of $150.00

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23428645
  Re: Andrea Scott
  
  
  Dear Sir/Madam,
  
  This correspondence is in response to a
  complaint filed by Andrea Scott. In her complaint, Ms. Scott states that
  Cricket Wireless is refusing to unlock a device that she purchased online and
  paid for in full. Although she no longer has active service with Cricket
  Wireless, her current device has broken, and she attempted to use the Cricket
  Wireless device she had previously purchased, which was supposed to be unlocked
  when she left the company. When she contacted Cricket Wireless for assistance, she
  was informed that the device cannot be unlocked without an active service, which
  she is currently unable to afford. Ms. Scott is requesting a resolution to this
  issue.
  
  We attempted to contact Ms. Scott on June
  11, 14, and 17, 2025, but were unsuccessful. Should Ms. Scott still need
  assistance, she may contact Kevin, Cricket Wireless Office of the President
  Manager, at (844) 246-5844.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  1025 Lenox Park Blvd. NE
  Atlanta, GA 30319

• Initial Complaint

  Date:06/04/2025

  Type:Product 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.

  3 accounts opened and charges to CC I did not inquire about or authorize

  Business Response

  Date: 06/25/2025

  June 25, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23419534
  Re: Ray Ramsey
  
  
  Dear Sir/Madam,
  
  This correspondence is in
  response to a complaint filed by Ray Ramsey. In his complaint, Mr. Ramsey states
  that three accounts were opened, and charges were made to his credit card that
  he did not know about or authorize.
  
  We contacted Mr. Ramsey on June
  6, 2025, to discuss his complaint. Mr. Ramsey informed us that he does not have
  Cricket Wireless services and confirmed that no one has access to his financial
  accounts. However, his credit card was used with Cricket Wireless, and he
  received two devices in the mail. He requested to return the devices. We sent
  Mr. Ramsey a return label so he could return the devices to our warehouse. On
  June 19, 2025, we confirmed with him that we received the devices.
  
  We informed Mr. Ramsey that, although payments are typically
  non-refundable, we made an exception for him and issued a refund. We advised
  him that the refund process takes 3 to 5 business days to complete. We
  recommend that Mr. Ramsey contact his financial institution for further
  assistance with reporting the unauthorized charges and additional steps to
  safeguard his credit card. He confirmed that he was satisfied and had no other
  questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  1025 Lenox Park Blvd. NE
  Atlanta,
  GA 30319

• Initial Complaint

  Date:06/04/2025

  Type:Billing 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'm set up for auto pay every month. I wanted to go ahead and make my pay mention online to make sure it got paid. I paid online 04-01-2025. I received a text about the auto pay debit but I figured they would see I already made the payment. I do have a payment confirmation from cricket. They still tried to get the payment, it was declined because I didn't have that extra money. They cut my phone off 2 weeks later. I had to pay ****** to get my phone turned back on. The first payment of ***** was shown to have been, SCELLULA RUS In *********. The auto pay is shown to be taken from **. I did go to the store I. SPRINGDALE and showed them the confirmation text from Cricket but they would not acknowledge it. Still had to pay the ******. All I want is the ***** back. They defrauded me. Thanks for your help.

  Business Response

  Date: 06/19/2025

  June 19, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23418235
  Re: ***** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* states that despite being set up for Auto Pay every month, she made an online payment of $88 on April 1, 2025, and received a text about the Auto Pay debit shortly after. The Auto Pay attempt was declined due to insufficient funds,leading to her wireless service to be suspended two weeks later. Ms. ******* visited the Cricket Wireless authorized retail store in ********** with her payment confirmation from Cricket, but the staff did not acknowledge it,resulting in her having to pay an additional $130 to restore her wireless **********. ******* is seeking a refund of the initial $88 payment.
  
  We contacted Ms. ******* on June 9, 2025, to discuss her complaint. After reviewing her account, we found a payment processed on April 1, 2025, using a different credit/debit card than the card registered on her account, for $85. We confirmed to Ms. ******* that Auto Pay did not process any payment on April 1, 2025. We explained that a payment reversal for $85 was submitted on April 14, 2025, associated with the payment made on April 1, 2025, leading to the suspension of her wireless account. On April 17, 2025, she made an additional $130 payment to restore the service. ********** informed us that she would share the bank statement supporting the transaction.
  
  On June 11, 2025, we contacted Ms. ******* to inform her that after reviewing the bank statement, it reflects a $88 payment made to US Cellular instead of the $85 payment processed on her Cricket Wireless account on April 1, 2025. Additionally, Ms. ******* confirmed that the card number used to make the $85 payment was not her card.
  
  We advised her to contact her financial institution to dispute the $88 charge. We applied a one-time credit to her account to compensate her for the reactivation fee she paid due to the unexpected suspension. Ms. ******* confirmed she understood the information provided and had no additional questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23418235
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******. The card I made the ***** from. Is the card on file for my auto pay.  I have the text from Cricket saying they received my payment.  Cricket erased the history showing I made the payment.  I believe my payment was hijacked by someone within Cricket.  The text says HI this is Cricket confirming your payment of *****.  You can manage your account by going to the Cricket app.  When I made my payment I used the link to take me to the Cricket Website.  I put in my phone number and amount of my payment of ***** and submit payment.  Then I got the payment confirmation by text shortly after.  It is evident whoever got the payment online did not record it and the auto pay s tried to process the auto pay.  By that time there were not enough funds on the card on file so for some reason they tried to take the auto pay from a very old debit card which I do not have any more.  I paid them 2***** for 1 month of phone service.  I have no idea who US Cellular is.  I just want my ***** back.
  

  Business Response

  Date: 07/01/2025

  June 30, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 23418235
  Re: ***** *******
  
  
  Dear ********************** correspondence is in response to a rebuttal complaint filed by ***** *******. In her rebuttal, Ms. ******* states that the card used for her $85 payment is the card she has enrolled for Auto Pay, and she received a confirmation text from Cricket Wireless acknowledging the payment. However, she claims that Cricket Wireless erased the payment history, leading her to believe that her payment was mishandled internally. Additionally, she notes that the Auto Pay attempted to process the payment from an outdated debit card, resulting in insufficient funds, despite having already paid $85.00 for one month of service. Ms. ******* is seeking a refund of the $85.
  
  We contacted Ms. ******* on June 9, 2025, to discuss her initial complaint. After reviewing her account, we found a payment processed on April 1, 2025, using a different credit/debit card than the card registered on her account, for $85. We confirmed to Ms. ******* that Auto Pay did not process any payment on April 1, 2025. We explained that a payment reversal for $85 was submitted on April 14, 2025, associated with the payment made on April 1, 2025, leading to the suspension of her wireless account. On April 17, 2025, she made an additional $130 payment to restore the service. Ms. ******* informed us that she would share the bank statement supporting the transaction.
  
  On June 11, 2025, we contacted Ms. ******* to inform her that after reviewing the bank statement, it reflects a $88 payment made to US Cellular rather than to her Cricket Wireless account on April 1, 2025. Additionally, Ms. ******* confirmed that the card number used to make the $85 payment was not her card. We advised her to contact her financial institution to dispute the $88 charge. We applied a one-time account credit to compensate her for the reactivation fee she paid due to the unexpected suspension.
  
  We respectfully request that this complaint be closed, as we have previously counseled Ms. ******* to reach out to her financial institution to dispute the charge.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President 
  ********************* NE
  *******, ********
  

• Initial Complaint

  Date:06/04/2025

  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 05/25, I & an existing cricket wireless customer visited a ******************** branch at **************************************************** to add their phone line to my cricket phone plan under my name. We decided to make this change to save us money by having the 3 line multi-line plan. The manager at that branch named "Emi" verified our cricket accounts & told us we did qualify to make the change, which she proceeded to help us with. She told us that the change would take effect before our next payment due date which was going to be in a few days from then. Emi mentioned a supposed "$15 dollar fee" was required to add the existing customer's line to my phone plan, so we handed her a debit card, but refused to take because according to her, we could only pay it in cash. We gave her the $15 dollars in ********** told us to follow up with her the next day to confirm the change was successful. She gave me her phone# ************* but when I texted her the next day, she said her system was down at that moment & to call her back later. On 05/27 I went to a different branch to inquire about the change & the employee let me know there was no change done on my account. I then spoke over the phone with another manager about the *************** said she would escalate the problem to a district manager. On 05/28, we went back to Emi's branch to figure out what was going on & she said that customer service had did not do the phone line change due to an "issue" with the other customer's account, which she did not clarify what exactly it was. We asked Emi for a refund for our $15 dollars that we paid on 05/25 since no change was done & we no longer wanted the phone line change at the moment. She claimed Cricket or customer service could not do refunds for that fee. We requested a receipt instead to try to negotiate a refund with cricket for that fee but she claimed she could not have access to it. I want to know where that money ended & why we were not given a receipt that same day.

  Business Response

  Date: 06/26/2025

  June 26,
  2025
  
  Better
  Business Bureau
  Online
  Complaint
  
  No: 23416362
  Re: Maritza Garcia
  
  
  Dear Sir/Madam,
  
  This
  correspondence is in response to a complaint filed by Maritza Garcia. In her
  complaint, Ms. Garcia states that an incident occurred in May 2025 at a Cricket
  Wireless authorized retail store in Farmers Branch, Texas, where she and an
  existing customer attempted to add a line to her account. The Cricket Wireless
  authorized retail store manager, Emi, confirmed their eligibility for the
  change and requested a $15 fee, which they paid in cash. However, Ms. Garcia
  states that when she followed up, she learned that no changes had been made to
  her Cricket Wireless account due to an unspecified issue with the other
  customer's account. Despite requesting a refund for the fee paid and a receipt
  for their transaction, the authorized retailer informed her that refunds were
  not possible and that she could not provide a receipt. Ms. Garcia requests
  assistance to resolve this issue.
  
  We
  contacted Ms. Garcia on June 12, 2025, to discuss her complaint. After reviewing her account, we
  confirmed that no changes were made to her Cricket Wireless account. We
  explained that a prorated payment is required to merge a line with a different
  Cricket Wireless account. After validating that the $15 fee she paid at the
  authorized retailer was not processed to her account, we offered to issue a
  refund as an account credit, which she agreed to. We informed Ms. Garcia that her feedback would
  be escalated to the executive leaders who work directly with the authorized retailer
  and assured her that they would investigate internally.
  
  We offered Ms. Garcia the option to complete
  the account merger, but she did not have the details related to the wireless
  number that she was attempting to add to her Cricket Wireless account. She
  mentioned that she would obtain the wireless number information and contact us on
  June 18, 2025. Since we did not receive a call, we attempted to contact her on
  June 18 and 25, 2025, but were unsuccessful. Should Ms. Garcia still need
  assistance, she may contact Roberto, Cricket Wireless Office of the President
  Manager, at (844) 246-5844.
  
  
  Regards,
  
  Cricket
  Wireless
  Office of the President
  1025
  Lenox Park Blvd. NE
  Atlanta, GA 30319

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23416362, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Maritza Garcia