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

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  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  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:11/17/2025

  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.

  To whom it may concern,I am filing this complaint because Cricket Wireless suspended my service despite repeated, good-faith attempts to make the required Bridge Pay. On the evening of November 17, 2025, BEFORE 11:59 CT, I attempted to make an $86 Bridge Pay through Crickets online/automated payment flow. The payment system repeatedly failed and the automated phone system routed me in circles, offering no live-agent option. After many attempts the system finally accepted a payment, yet my service remained suspended and my account now shows an incorrect balance of $161 instead of recognizing the Bridge Pay.I have been a loyal Cricket customer for years and acted promptly and in good faith to remit payment. The failure appears to be a system or process error on Crickets side, not a failure on my part, which they have always made it about the customer, I attempted to resolve this through Crickets normal channels (automated phone system and online payment) to no avail before escalating. Because of the service interruption I was left without phone service and inaccurately billed; this caused unnecessary stress and inconvenience.

  Business Response

  Date: 11/24/2025

  November 24, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 24155937
  Re: ******** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******** *******. In her complaint, Ms. ******* reports that on November 17, 2025, she attempted to make a $86 payment for ********* using the Cricket Wireless online payment system before the 11:59 CT deadline.Despite her repeated efforts, the payment system failed, and the automated phone system did not provide a live-agent option. After finally processing the payment, her service remained suspended, and her account inaccurately reflected a balance of $161 instead of acknowledging BridgePay. Ms. ******* has been a loyal customer for years and believes the service interruption and incorrect billing resulted from a system error on Cricket Wireless side, causing her significant stress and inconvenience.
  
  We contacted Ms. ******* on November 19, 2025, to discuss her complaint. Upon reviewing her account, we found that she enrolled in ********* on November 9, 2025. This program allows customers to split their bill into separate payments. We confirmed she paid $86 on November 18, 2025, attempting to activate a second extension, but her account was already suspended due to non-payment, as her due date was on November 17, 2025. We explained to Ms. ******* that when a payment is missed,to reactivate service, the full amount of her bill and a reactivation fee is required. More information about BridgePay can be found online at: ****************************************************************************.
  
  We explained to Ms. ******* that the payment of $161 was required to restore her account and start a new billing cycle. We offered to issue a one-time courtesy credit to help reactivate her service and start a new bill cycle. Ms. ******* agreed to our offer and confirmed she had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/13/2025

  Type:Billing 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.

  They have completely misleading scam webpages regarding bridgepay and it's extension. They took my payment which was for bridgepay extended and never gave me the service. I even made the payment from the bridgepay extension webpage. They then suspended my account saying it was fraud even though my payment was not in the history and they didn't even have my phone model right. They set these webpages up on purpose because they can get payments not related to the service being talked about then the customer has to pay fees of %25 or more in reactivation on to of the money already paid being kept and not put towards the bill in essence possibly doubling the charge of service. They should be investigated for these practices

  Business Response

  Date: 12/02/2025

  December 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 24143476
  Re: **** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** *******. In his complaint, Mr. ******* reports his experience with misleading scam webpages related to ********* and its extension, where he made a payment for the service but did not receive it. Mr. ******* states his Cricket Wireless account was subsequently suspended for alleged fraud, despite the payment not appearing in his history, and incorrect information regarding his device model. He expresses concern that these webpages were intentionally set up to collect payments unrelated to the advertised service, leading to additional reactivation fees that could potentially double the original charge. Mr. ******* believes these practices warrant investigation.
  
  We attempted to contact Mr. ******* on November 18, 2025, but were unsuccessful as we found his service was suspended. Therefore, as a one-time courtesy, we restored his services to be able to contact him regarding his complaint.  We emailed Mr. ******* to inform him about the reactivation. He responded and acknowledged the information, and thanked us for the resolution.
  
  We attempted to contact Mr. ******* on November 21 and 24, 2025, but were unsuccessful. Should Mr. ******* still need assistance, he is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at *************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 12/02/2025

   
  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:11/11/2025

  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 Cricket mobile payment was due on 11/3/25. I received the text notifying me of the due date on 11/1/25 and then another text on 11/3/25. I went on the site to do a Bridge payment extension and paid $25. The payment was accepted and I received a text stating the remaining amount would be due on 11/10/25. On 11/9/25 I received another text stating that my remaining payment was due on 11/10/25 or I could do another extension if I needed more time to make the payment. I went online in 11/10/25 clicked on the Bridge extension option and was prompted to make another payment of $25. I paid the $25 and it was accepted. On 11/11/25 my phone service was shut off. I work from home and don't get paid until 11/14/25. I was able to call 611 customer service. I explained what had happened, that I work from home, and when I get paid. I was informed the $25 I paid for the extension on 11/10/25 went to my acct as a regular payment. **************** nor the supervisor would correct the error. All I was offered was a $5 refund that is charged for speaking with a live person. I was told the remaining amount of the bill had to be paid before my service would be activated. Now I can not work. Not to mention I called in the week before because my phone number appears as *** ******** on caller ID. Who obviously is not me! **************** would not correct or my local store. I was told to have my friends and family save my number in their contacts. When I explained this was an issue when calling for work, I was again offered no resolution.

  Business Response

  Date: 11/24/2025

  November 24, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 24134845
  Re: ******* ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ******* ******. In her complaint, Ms. ****** details that her payment was due on November 3, 2025, and after receiving notifications regarding her due date, she paid $25 to set up *********, which was accepted.However, despite making another payment of $25 for an extension on November *******, her service was suspended the following day, leaving her unable to work from home until her next paycheck on November 14, 2025. Additionally, she expresses frustration regarding her caller ID displaying an incorrect name,which was not resolved by customer service or her local authorized retail store. Ms. ****** is requesting assistance to resolve this issue.
  
  On November 13, 2025, we contacted ********* to address her recent complaint. We apologized for the inconvenience she experienced and explained that her feedback would be escalated to the appropriate executive leadership team for further internal review. Upon reviewing her account, we determined that although Ms. ****** paid $25 intending to extend *********, her account was not re-enrolled in the ********* program, and her payment was applied as a regular bill payment, resulting in a suspension. We explained the correct process for setting up and extending BridgePay in the future. For her reference, we provided additional information about BridgePay policies, available at: *********************************************************************************.
  
  We also addressed her request regarding Caller ID customization and clarified that "Wireless Caller" is the only available option. Ms. ****** agreed to this change,and we initiated the Caller ID update, advising her that the change would take effect within 24 hours. As a gesture of goodwill, we issued a courtesy credit to Ms.Walkers account to restore her service. We also provided details about her next bill due date. Ms. ****** acknowledged receipt of all information and confirmed she had no further questions regarding her complaint.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:11/10/2025

  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 activated service with cricket on the Moto g 5G 2024 phone with phone number ************. I lost the phone and then refound recently. I tried to call customer service at the ***** number and they said they cannot let me speak to anyone there because my phone number does not exist in their system anymore. I was a cricket customer. Per the federal regulations regarding phone unlocking since I cannot use this phone with cricket anymore I would like to have it unlocked so I can use it with another service. The only way to unlock it is to contact them and they have made it impossible for me to contact them because they're automated system hangs up the phone when I type in my phone number. You're supposed to be able to unlock it with the phone app but I cannot use the phone app because I cannot register or get my password or username because my phone number is no longer active with crickets. This is why I have to resort to this means because I have tried all the other available means and they do not work. Thank you. I activated this phone in June of 2024 it's been over a year now. My contact number is ************ please leave a voicemail or send a text message if you need any further information from me like the IMeI number for example which I can get for you.

  Business Response

  Date: 11/20/2025

  November 20, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 24129605
  Re: ****** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *****. In his complaint, Mr. ***** states that he activated service with Cricket Wireless on a Moto G 5G 2024 phone with phone number ************. After losing and subsequently recovering the phone, he encountered difficulties contacting customer service, as his phone number no longer exists in their system. He expressed frustration with the automated system that disconnected him when he entered his number and mentioned that he cannot unlock the phone through the app due to being unable to register or retrieve his password. He activated the phone in June 2024. ******** is requesting assistance to unlock his device.
  
  We attempted to contact Mr. ***** on November 11, 14, and 17, 2025, but were unsuccessful. Should he still require assistance, we encourage him to contact *******, Cricket Wireless Office of the ********* Manager at: ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/10/2025

  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 am filing a complaint against Cricket Wireless for account mismanagement, billing errors, and loss of service. Account: ********* Phone: ************ 10/22/25: I transferred my number from Spectrum to Cricket using dual SIM on my iPhone 15, paying $30. Planned to later remove old Cricket number ************.11/6/25: I went to ******************** store to remove the 308-2460 line. The employee refused and told me to call 611. I spoke to *********, who removed the line, confirmed AutoPay, and said my next bill would be $47, then $60 ($55 w/ Autopay) going forward. Minutes later, I lost access to my online account. I called back & **** claimed site updates until 5 PM then hung up. Called back & **** said I never had an account. I was now forced to create a new login that had no data or AutoPay. I returned to the store for help; the same employee re-linked my account but said I would owe $52 next autopay, though other **** said $42 or $47. 11/7/25: Received text confirming $47 AutoPay payment. 11/9/25: Despite ******* being active, my account was suspended for nonpayment. Chat rep ***** rudely claimed ******* failed because I didnt accept terms via link (no link was ever sent). He gave multiple totals: $6.07, $21.07, $16.07. I paid $21.07 in-store to restore service and yet got a text confirming $16.07 payment. 11/10/25: App still shows multiple balances ($13, $50) and the cancelled number still listed. Cricket confirmed AutoPay three times yet suspended my line, billed inconsistent amounts, and provided false information. This caused ******************* disruption, wasted time, and unnecessary charges.Requested Resolution: Refund/credit all improper charges and fees .Confirm number ************ is removed. Verify AutoPay is active and working for ************ only.Provide written assurance my account is stable and billing corrected. Unable to upload screesnshots _ i have all records of this.

  Business Response

  Date: 12/02/2025

  December 2, 2025
  
  Better Business Bureau
  Online Complaint
  
  No:24127563
  Re: *** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by *** ******. In her complaint, Ms. ****** reports issues with account mismanagement, billing errors, and loss of service related to her Cricket Wireless account. She states that after transferring her wireless number from Spectrum on October 22, 2025,she experienced difficulties when attempting to remove her old wireless number on November 6, 2025, leading to confusion regarding her account status and Auto Pay. Despite confirmations of Auto Pay and varying billing amounts, her account was suspended for non-payment on November 9, 2025, prompting her to make a payment at the Cricket Wireless authorized retail store. Ms. ****** requests a refund for improper charges, confirmation of the removal of her old number,verification of Auto Pay for her current wireless number, and written assurance of her account's stability.
  
  We contacted Ms. ****** on November 12, 2025, to discuss her complaint. After reviewing her account, we discovered that her service suspension occurred due to a payment discrepancy when she added and subsequently removed one of her wireless numbers within the same billing cycle. During the conversation, ********* felt the information did not align with what she received at the Cricket Wireless authorized retail store, leading to a disconnection of the call. We attempted to reach out to her again but were unsuccessful.
  
  We maintained ongoing email communication with Ms. ****** from November 12, 2025,to November 24, 2025. During this time, we shared with her a detailed breakdown of the charges made to her Cricket Wireless account and clarified that the payment discrepancy was caused by a system error that has now been corrected. Additionally,we confirmed to Ms. ****** that the second line on her account was successfully cancelled, and only one line remains active on her account. We shared with ********* the information related to the Cricket Wireless charges and fees. More information can be found at: **********************************************************************************.
  
  We apologized to Ms. ****** for the service suspension and inconvenience she experienced and informed her that we had issued a credit to her account that would cover her next months service. Lastly, we provided her with her next due date, ****, and balance details. Ms. ****** confirmed that her concern had been clarified and had no further questions.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 12/03/2025

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

• Initial Complaint

  Date:11/07/2025

  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.

  Incorrect caller ID information on my number **************, my name is not ******* and also issues with 5G changing to 4G and who unlocked my network from cricket wireless ?

  Business Response

  Date: 11/24/2025

  November 24, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 24119621
  Re: ******* ****
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ******* ****. In his complaint, Mr. **** expresses concern regarding incorrect caller ID information associated with his number, stating that his name is not *******. Additionally, he reports issues with the 5G network frequently reverting to 4G and inquiring about who unlocked his device from the ********************** network. Mr. **** is requesting assistance to resolve this issue.
  
  We contacted Mr. **** on November *******, to discuss his complaint. Mr. **** confirmed that he was not sure that his Caller ID displayed a different name. After reviewing his account, Mr. **** requested to change his wireless number. We informed him that a number change would include the standard change fee, which he agreed to pay the fee. Mr. **** processed the payment, and his number was successfully changed.
  
  Furthermore, we explained to Mr. **** that we cannot customize the Caller ID as the only option available is "Wireless Caller", which he agreed to change. We initiated the Caller ID change and advised him to allow 24 hours for the update to take effect. Regarding the unlocking of his wireless device, we informed him that we found no evidence of unlocking as we confirmed that his device has been active with Cricket Wireless for only one month since it was purchased on September 11, 2025. The device does not meet the unlock requirements, as it must be active with a paid service for an additional five months to be eligible for unlocking.
  
  More information about the Cricket Wireless unlock policy can be found online at: *************************************************************************.
  
  Additionally, we performed troubleshooting steps to re-register his Cricket Wireless network and advised him to reboot his device. Mr. **** confirmed he had no additional questions regarding his complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********
  

• Initial Complaint

  Date:11/06/2025

  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.

  11/06/2025 At about 7:00pm I wanted to unlock my phone which I had paid for and was told I had to have 6 months with the carrier to have it unlocked. The customer service representative told me to factory reset my phone to get it unlocked, wiping everything from my phone, I then asked to talk to a supervisor which was picked up and got no answer from them. This experience made me feel very ****** off and and ruined my day and costed me all of my data and my phone being worthless due to it not being unlocked.

  Business Response

  Date: 11/20/2025

  November 20, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 24117269
  Re: ***** ** ********
  
  
  **ar ****************
  
  This correspondence is in response to a complaint filed by ***** ** ********. In his complaint, Mr. ** ******** expressed frustration regarding the unlocking of his phone, which he had paid for, and was informed that he needed to remain with the carrier for six months to qualify for unlocking. He was advised by a customer service representative to perform a factory reset on his phone, resulting in the loss of all his *******. ** ******** is requesting the unlocking of his device or a refund.
  
  We attempted to contact Mr. ** ******** on November 8 and 11, 2025, without success. We emailed him on November *******, to discuss his complaint. We informed Ms. ** ******** that after reviewing the device information, we found that his device was not eligible to be unlocked, as it has been used with active service for only 3 months and does not meet the requirements of the Cricket Wireless Unlock Policy.
  
  The policy states that Cricket Wireless will provide an unlock code once the following requirements have been met:
  
  The device you want to unlock has been active for at least six months of paid service.
  The device is designed for use on and is locked to Cricket's network.
  The device has not been reported lost or stolen.
  The device is not associated with a fraudulent account.
  
  More information can be found online at: *********************************************************************************************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/06/2025

  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 father washed his cell phone and we cannot cancel the service because we do not have the pin number. My father is 85 years old. He has taken control of his spouses phone so we no longer need this phone which is attached to my credit card. The serial for the phone is as follows: ******************. The phone number is ************. I would like the phone service terminated immediately and any charges refunded that may trigger by the end of the resolution of this filing. If a resolution cannot be met, I will stop payment by the credit card company and will go to social media. Your store was less than helpful, albeit the gentleman was nice about the situation. You make it impossible for the termination of service unless you have a working phone as there was no way to get through to customer service without the pin number, because we did not have a working phone. To fully rely on the pin number and the working device makes no sense at all.

  Business Response

  Date: 11/20/2025

  November 20, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 24106885
  Re: **** *******
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by **** *******. In her complaint, Ms. ******* explains that her father, who is 85 years old, accidentally washed his wireless device,making it impossible to cancel the service due to the lack of a PIN number. She indicates that he has taken control of his spouse's device, rendering the additional phone unnecessary, which is currently attached to her credit *******. Sampson requests immediate termination of the wireless service and a refund for any charges that may occur during the resolution process.
  
  We contacted Ms. ******* on November *******, to discuss her complaint. We apologized to Ms. ******* for the inconvenience attempting to cancel her fathers number. Upon authenticating her account, we confirmed that the number was still active, and Auto Pay had already processed the monthly bill to renew her next billing cycle.
  
  We assisted her with canceling her fathers wireless number along with the Auto Pay enrollment and explained the cancellation process, which she acknowledged and accepted. We advised ********** that service payments are typically non-refundable, as outlined in the Cricket Wireless Terms and Conditions of Service. Nonetheless, we made an exception and processed a refund, as we confirmed that the payment was processed before the start of her new billing cycle. The refund was applied to the original payment method, and we advised her to allow 3-5 business days for the refund to be completed.
  
  Ms. ******* acknowledged the information provided and stated she had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:11/06/2025

  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.

  Upon calling customer service about a sim switch on my phone, the agent cancelled my line without my authorization. I was told they would resolve it, that a supervisor would fix the issue, and after multiple hours on the phone with them, they have not restored my service. They are demanding a payment for a mistake they made.

  Business Response

  Date: 11/20/2025

  November 20, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 24114270
  Re: ******* ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* ******. In her complaint, Ms. ****** reports that when she contacted customer service about a SIM switch on her phone, an agent canceled her line without her authorization. She was told a supervisor would resolve the issue, but after spending several hours on the phone, her service remained inactive. Ms. ****** also notes that she is now being asked to make a payment for an error that was not her fault.
  
  We contacted Ms. ****** on November 7, 2025, to discuss her complaint. After reviewing her account, we found that her wireless number was canceled on November 5, 2025, per customer request. She informed us that she did not request her number be canceled at any time and that her actual request was to activate an eSIM on her device. We apologized to Ms. ****** for the inconvenience she experienced, and we successfully reactivated her wireless number. After testing service, she confirmed that it was working properly.
  
  We assured Ms. ****** that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service with every customer interaction. We explained that we have escalated her experience to our call center executive leadership team to review internally. Ms. ****** confirmed to be satisfied and had no additional questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/05/2025

  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 cricket customer for yrs. Never had an issue. I was making bridge pay. I clicked on the link to make my last payment for bridge pay. The next day my account is suspended. I made 3 payments of 55 which is more than my payment. I called they said it didn't go through as bridge pay refused to refund or credit my account made me pay 92$ I disputed a 55 transaction with my bank. I made a bridge pay the next month the same time the bank credited my account and suspended it again. Said bank made mistake called again gave another excuse saying I didn't pay. Took that 55 bridge payment and made me pay 115. So then says next payment due Nov 20th if 122. I had 17 days remaining and my account has been suspended again. Cricket never notified me of any suspension. I talked to someone in the store said cricket does this all the time there is no bridge pay through the link. Shows i need to pay 107. On-line says 122. They make people pay and take their money that way. And will continue after the dispute til they get the money because they think it is theirs it's fraud on crickets part! This is wrong. They use the link to pay bridge online and take people's money. This needs to be stopped. I have paid them more than my payment should be. And I have bank statements. Says account suspended due to fraud activity but all I did was ask for my over payment back. It's fraud from cricket. I called customer service says there was a charge back for the 115 which is bs. There is no charge back cricket cut my phone off trying to make me pay 122 before my bill is due. And I've missed a very important phone call from my kids school for a meeting date. They shouldn't be allowed to fo people this way. Ridiculous to just suspend someone's account when they want to.

  Business Response

  Date: 11/20/2025

  November 20, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 24112358
  Re: **** ******
  
  
  Dear **********
  
  
  This correspondence is in response to a complaint filed by **** ******. In her complaint, Ms. ****** states she has been a loyal Cricket Wireless customer without prior issues until her recent experience with *********. She reports that after making multiple payments, her account was suspended without notification, and she was charged amounts exceeding her expected payment.Despite her attempts to resolve the situation through the Cricket Wireless customer care center and disputing charges with her bank, Ms. ****** continues to face account suspensions and conflicting payment amounts, which have resulted in missed important communications. Ms. ****** asserts that these actions by Cricket Wireless constitute fraudulent behavior and have caused significant distress.
  
  We attempted to contact Ms. ****** on November 7, and 10, 2025, but were unsuccessful as we discovered her service was suspended. However, Ms. ****** emailed us stating that her payment attempts failed and her service remained suspended. Therefore, as a one-time courtesy we restored her services to be able to establish a phone conversation. We attempted to contact her on November 11, 2025, via phone call but were unsuccessful. We emailed Ms. ****** to inform about the reactivation, and she replied acknowledging the information.
  
  We made a last contact attempt on November 14, 2025, but were unsuccessful. Should Ms. ****** still need assistance, she is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 11/20/2025

   
  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,
  
  **** ******