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

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

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

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  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:07/14/2025

  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: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:07/09/2025

  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
  *******, ********

• Initial Complaint

  Date:07/06/2025

  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.

  My account with Visible ********************** was hacked on 1/29/29 and the number was ported out to Cricket Wireless. I had this number for 15 years prior. My carrier has taken all the steps ncesarry to get my number back after this fraudulent port accrued on my account. Since 1/29/25, Crcket has held my number hostage, refusing to return it back to my possession. This caused my accounts to be hacked by this unknown hacker. Cricket responded to me stating they are 'ready and willing' to return my phone number if proof showing my identity is provided and police reports are sent. I have sent these items, and cricket will not comply to best practices.

  Business Response

  Date: 07/23/2025

  
  July 23, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23562675
  Re: *** ******
  
  Dear ********************* correspondence is in response to a complaint filed by *** ******. In his complaint, Mr. ****** states that his account with Visible ********************** was hacked on January 29, 2025, resulting in his phone number being ported out to Cricket Wireless, a number he had held for 15 years. He reports that since the incident, Cricket Wireless has refused to return the wireless number to him, despite his carrier taking necessary steps to recover it. Mr. ****** has provided proof of identity and police reports as requested by Cricket Wireless, yet they have not complied with the best practices regarding the return of his number, which has led to further complications, including unauthorized access to his accounts.

  Mr. ****** contacted us on July *******, to discuss his complaint. We explained to Mr. ****** that we had escalated his concern for further investigation to the appropriate departments within Cricket Wireless and informed him that they would collaborate with Visible Wireless for a resolution. We encouraged him to contact his original provider for additional information and other details regarding the claim's status.
  We informed Mr. ****** that after conducting a thorough investigation, Cricket Wireless has not found any indications nor has he provided sufficient evidence to suggest that the port made on January 29, 2025, was the result of fraud to return the number at this time.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  

  
  

• Initial Complaint

  Date:07/03/2025

  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 originally called the store located in **********************, ** on July 1st to inquire about the ******** razr 2025. I asked the *** that I spoke to what color options were available and she said "pink and black". I also asked what the total amount was out the door and she stated that it would be roughly around "$430". I waited a couple days because online the phone was cheaper but she told me if I came in her manager could remove a fee. I came in July 3rd (earlier today) excited to purchase the pink ******** razr 2025 and went through the process of giving my information and when we got close to checking out I asked the ***, *******, who I had previously spoken to earlier this week, if I could see the phone because I wanted to see the color in person. She told me to hold on a minute and she would grab it from the back. At this point she had already charged my card before she actually stopped to grab the phone for me to see it. Acting in good faith I waited and realized that she was about to open the phone and I saw that it wasn't the same exact color and model I asked for. She told me they didn't have anything other than black and they never carry anything else even though I was told differently. I told her I didn't want the phone and my heart was set on something else. She proceeded to tell me if I returned the device (I just purchased 5 minutes prior) that I would lose $85 for plan and restocking fee for a device that I never touched. I didn't want to lose my money and felt like I had no choice so I asked if I could exchange and was told I still would have to pay the restocking fee. When I asked to not proceed realizing I was paying more than $200 for something I didn't want she said I would still lose the $85 and possibly my number I have had for years. I got bamboozled into purchasing something I didn't want all and no one was willing to help me without having me leave paying $85 for nothing at all and losing my phone number.

  Business Response

  Date: 07/24/2025

  July 24, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23555767
  Re: ******* *****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** details an experience that began on July 1, 2025, when she inquired about the ******** Razr 2025 at the *************, ** authorized retail store. She was informed by a representative that the available colors were pink and black, with a total cost of approximately $430. After waiting a few days, she visited the store on July 3, 2025, eager to purchase the pink model. However, upon requesting to see the phone, she discovered that only the black model was available, contrary to her earlier information. Despite her desire to cancel the purchase, she was informed that returning the device would incur an $85 restocking fee, and she would face potential loss of her long-held phone number. Ms. ***** felt compelled to proceed with the transaction, feeling misled and dissatisfied with the outcome.

  We contacted Ms. ***** on July 10, 2025, to discuss her complaint. After speaking with her, Ms. ****** clarified that she paid for a pink Moto Razr 2025;however, the representative from the authorized retailer gave her the black one instead. She confirmed she kept the device after the purchase, but due to the experience, she decided to transfer her phone number to another service provider leading to the cancellation of her account.

  We apologized to Ms. ***** for the inconvenience she experienced and confirmed that we have escalated it to our executive leadership for this store location and assured her they will investigate further internally. Additionally, we provided her with a return label and shared that we initiated a refund process for her device, explaining that she will receive the refund check within 5-7 business days at the mailing address provided. Ms. ***** agreed and confirmed that she did not need additional assistance from Cricket Wireless.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  

  
  

  Customer Answer

  Date: 07/24/2025

   
  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:07/03/2025

  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 am writing to express my disappointment regarding a recent experience I had with my order for a new phone intended for a family member. Unfortunately, the phone arrived, but I have been unable to open a new account as the *** card does not work. I cannot make or receive calls or messages, and I am unable to set up the new account.I have attempted to resolve this issue through your online and phone chat support, but unfortunately, I did not find them helpful. I even visited a local store, where I was informed that I would need to pay $11 for a new *** card. As a long-time customer of ********************, I was hoping to switch my family to your service, but this experience has been extremely ************** it stands, the phone is still not operational, and I am left with no choice but to return to the store to sort this out. I would appreciate your prompt attention to this matter, as I am extremely disappointed with the service I have received.Thank you for your understanding. I look forward to your response.

  Business Response

  Date: 07/21/2025

  July 21,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23553880
  Re: Wing Chan
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by Wing ****. In her complaint, Ms. **** expresses her disappointment with a recent order for a new device intended for a family member. The device arrived but did not work due to a faulty SIM card. Despite her efforts to resolve the issue online, over the phone, and at a local Cricket Wireless authorized retail store, where she was informed of a $11 charge for a replacement SIM, she did not receive a satisfactory resolution. As a long-time Cricket Wireless customer hoping to transition her family, this experience has left her with a non-functioning device and the need to return to the store for further assistance. Ms. **** is seeking assistance to activate her wireless device.
  
  We contacted Ms. **** on July 8, 2025, to discuss her complaint. We apologized to her for the inconvenience she has experienced. After reviewing the device information, we confirmed that she opened a new wireless account to complete the activation. Ms. **** confirmed that the issue had already been resolved as she had already activated her device and stated that the service worked as expected.
  
  We offered Ms. **** an account credit equal to one month of service plus the cost of the new SIM card as compensation for the inconvenience. She accepted the offer. We also helped her update her rate plan and removed the Cricket Protect plan feature at her request. We provided information about her next bill and due date. Additionally, we informed her that her experience would be escalated to the executive leadership team for further internal review. Ms. **** acknowledged this and had no further questions.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:07/01/2025

  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.

  Went to store to establish service according to the ad. Told I had to establish service at the non ad price, then switch to the ad . Followed. Went to change to the promotion ad plan, no change allowed. Changed to a different wireless soon as possible. Contested the credit card charge. Card took it off then put it back on . I am owed *****

  Business Response

  Date: 07/23/2025

  July 23, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23436204
  Re: **** ****
  
  
  Dear ************************** correspondence is in response to a complaint filed by **** ****. In his complaint, Mr. **** states that he visited a Cricket Wireless authorized retail store to establish service according to an advertisement but was informed that he had to set up service at a non-advertising price and could switch to the promotional plan. After attempting to change to the promotional plan, he was told that no changes were allowed, prompting him to switch to a different wireless provider as soon as possible. Additionally, he stated that he contested a credit card charge related to this issue. Mr. **** is requesting a refund of the payment.

  We contacted Mr. **** on July 3, 2025, to discuss his complaint. He explained that he visited a Cricket Wireless authorized retailer to activate the $25 BYOD Unlimited Rate Plan promotion, but his account was instead activated with the $60/month unlimited plan. He was also informed that the promotion was no longer available. As a result, Mr. **** immediately transferred his service to another carrier, canceling his Cricket Wireless account.

  We apologized for the inconvenience and informed Mr. **** that his experience has been escalated to the executive leadership for this store for further internal review. Although refunds are typically provided, we made a one-time exception and initiated a refund. He was advised that the refund check would arrive within 5-7 business days at the mailing address he provided. Mr. **** confirmed that concern has been addressed and did not have any additional questions regarding his case.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  

  
  

• Initial Complaint

  Date:06/29/2025

  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 had numerous problems with cricket wireless for over a year and a half now and now I'm having problems with my **** ***** it is not what it's supposed to be and I can't get nobody on customer support when it says that the live agents are available but live text agents are I still can't get anyone they're charging me more than my plan price and half of the time it doesn't work I'm having to use an internet box provided by another company just so I can use my phone to doordash to make money because I have had problems with my internet for over a year and a half I have made many complaints with a better Business bureau about cricket wireless something needs to be done

  Business Response

  Date: 07/16/2025

  July 16,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23533821
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** details numerous issues with Cricket Wireless over the past year and a half, including discrepancies in her **** *****, which exceeds her agreed standard rate plan.Despite attempts to contact customer support, she has been unable to connect with live agents, even when they are advertised as available. Additionally, she has faced ongoing internet problems that have forced her to rely on an internet box from another provider to continue her work with ********. She has also lodged multiple complaints with the Better Business Bureau regarding her experiences with Cricket Wireless. Ms. ****** is seeking assistance to resolve this issue.
  
  We attempted to contact Ms. ****** on July 1,3, and 7, 2025, but were unsuccessful. Should Ms. ****** still need assistance,we encourage her to contact *********, Cricket Wireless Office of the ********* Manager at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:06/26/2025

  Type:Sales and Advertising 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.

  Not completing port over. I have them recorded stating that they would refund and have completed over the port since the 13th and that spectrum needed to complete it but today again they are now saying I needed to pay. 5th manager I had spoken to had said to submit for a refund for the payment I made on the 13th which I still havent received but stating it was refunded since I was switching over. They have back ******* since the 10th of June. My phone is partially w spectrum but calls with ATT customers are not coming through, which is with some family members. Please help!

  Business Response

  Date: 07/21/2025

  July 21, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23525294
  Re: **** *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by **** *****. In her complaint, *** ***** reports ongoing issues with the porting process that began on June 10, 2025.Although she was told a refund for a payment made on 13, 2025, would be processed,she has not yet received it. Additionally, she is facing connectivity issues,as calls to AT&T customers, including family members, are not connecting,despite her phone being partially with Spectrum. *** ***** has discussed these concerns with several managers, but the situation remains unresolved.
  
  On June 28, 2025, we contacted ******** to discuss her complaint. After reviewing her account, we found an incomplete port-out process due to multiple port requests causing an error. We advise *** ***** to contact Spectrum for assistance since her line was still active and in good standing with Cricket Wireless. *** ***** requested us to join a conference call with Spectrum.
  
  During the conference with Spectrum customer care and *** ****** we explained the service issues caused by the number still being active with Cricket Wireless. ******** stated the number had already been ported and was active on their network but agreed to cancel any duplicate port requests. A follow-up call was scheduled to confirm port completion.
  
  On July 2, 2025, we contacted *** ****** who requested the cancellation of her number on our network,believing it was causing service issues with Spectrum. We informed her that the cancellation could not proceed because a port-out request was pending. We assured her the concern would be escalated to our porting department for further assistance.
  
  On July 17, 2025, we confirmed with *** ***** that her number had been cancelled on our network, as the port to Spectrum was successfully ************. Chapa confirmed that the port completion and had no further questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  ******** ********