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

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

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  Cricket Wireless, LLC

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

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:08/28/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up new service with Cricket Wireless on 08/19/2025. I have had issues with porting my number with my current carrier to cricket. I have contacted Cricket multiple time and went to a local store to get help as directed by a customer service agent. I have been getting the run around since 08/19 to call the provider who has my current number active ************. I received a temporary number from Cricket ************. I did as asked and contacted the carrier who has the number I want to port over to Cricket which again is ************. They advised me that the port request on their part was complete, which is correct because my number is active and working with Visible wireless. They also advised me that the account number provided to ******************** was incorrect and that it just needs to be corrected to port my number to Cricket. Today Thursday 08/28/2025 I contact Cricket by chat at 8:20 am MST and spoke to agent **** *. as listed in the chat. I explained to him the situation and he advised me again as previous agents did to contact Visible. I explained I did and they advised me that all was clear on their end. **** just kept telling me the same thing to contact them or go to a store. I explained I have been going back and forth since the 19th but he kept telling me the same thing. I asked for a sup. I was connect to ****** J who identified himself as a floor manager. I asked him if he was an actually a Titled manager and not just in an escalation department. He responded with asking me "So you are here to know about the escalation department?" I responded with "I asked to speak to a Supervisor and want to make sure I have an actual Title supervisor or Manager" he then responded with "What exactly you want to help with?" I explained the following to him "I know companies not have agents who take escalation calls but are not actual Supervisors or managers, SO I want to make sure I actually have leadership". He ended the chat and disconnected me with no help.

  Business Response

  Date: 09/17/2025

  
  
  September 17, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 23810295
  Re: **** ****
  
   
  Dear ********************** correspondence is in response to a complaint filed by **** ****. In his complaint, Mr. **** reports the ongoing issues he has faced since August 19, 2025, regarding the porting of his number from Visible Wireless to Cricket Wireless. Despite multiple attempts to resolve the issue through customer service and a local store visit, he has been repeatedly advised to contact his current carrier, which he has done, only to be informed that the port request is complete but that the account number provided to ********************** was incorrect. During a recent chat on August 28, 2025, he encountered further frustration when the agent failed to assist and disconnected the chat.
  
  We contacted Mr. **** on August 30, 2025, to discuss his complaint. Mr. **** confirmed his concern was resolved. He requested credit for the temporary line he activated while waiting for his number port to be completed to Cricket Wireless. We agreed to his request and applied an account credit. Mr. **** confirmed that he was satisfied and had no further questions regarding this complaint. 
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President 
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 09/18/2025

   
  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:08/24/2025

  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 placed an canceled and order on 08/04 I tried to cancel the order within 1 hour I was told by cricket I could not, they said u had to wait to get the order and refuse it I did that on 08/06 cricket received the order on 08/10 I still have not been issued a refund

  Business Response

  Date: 09/09/2025

  September 9, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23790553
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** reports that she placed an online order, which she attempted to cancel within an hour on August 4, 2025. She was informed by Cricket Wireless that they could not cancel the order, and she would have to wait for the order to arrive, then refuse it. Ms. ****** states she followed this advice and refused the order on August 6, after which Cricket Wireless received the return order on August 10, 2025. Despite these actions, she has yet to receive a refund for the canceled order.
  
  We contacted Ms. ****** on August 27, 2025, to discuss her complaint. While reviewing her account information, we confirmed that Ms. ****** did not accept the order; it was returned to our warehouse, and the device was never activated.
  
  We successfully processed a refund to the original payment method. We advised her to allow 3-5 business days for the refund to be fully processed. Ms. ****** confirmed she had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 09/09/2025

   
  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:08/24/2025

  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.

  My account was wrongfully suspended even though I paid the amounts Cricket support instructed me to ****** bill was due on 2/24. On 2/22, I paid $7.20 to extend my due date to 2/27.On the same day, a line was re-added. Chat support told us the only fee required to restore it was $12. We paid the $12, and the line was *********** no point were we told that additional fees were required, that part of the $12 would be taken from a credit, or that my account would still be at risk of ************* app never showed a credit or any warning.Despite following instructions and paying what I was told, my account was suspended and I am now being told I must pay $129.07. I have spent almost two hours with multiple agents and managers, receiving different excuses and unprofessional handling, but no resolution.Resolution Requested: Restore my service without requiring $129.07.

  Business Response

  Date: 09/10/2025

  September 9, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23790277
  Re: ****** *************
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ****** *************. In her complaint, Ms. ************* reports that her account was incorrectly suspended despite adhering to the payment instructions provided by Cricket Wireless support. She made a $7.20 payment on February 22 to extend her due date to February 27 and subsequently paid a $12 fee to restore a recently cancelled line. At no point was she informed of any additional fees or that her account was at risk of suspension. Nevertheless,her account was suspended before the anticipated due date. She was then notified that a payment of $129.07 was required to restore service. This situation caused significant frustration, as she spent two hours engaging with multiple agents and managers without resolving. Ms. ************* is seeking a prompt and satisfactory resolution to this matter.
  
  We contacted Ms. ************* on August 28, 2025, to discuss her complaint. We confirmed that on August 22, 2025, she requested and successfully changed her billing cycle due date to the 27th of each month. On August 23, 2025, one of her lines was reactivated following cancellation; however, a payment of $12 was made, which was insufficient to cover the full amount required for the reactivation, including the $15 reactivation fee. As a result, an outstanding balance was immediately generated. Because this balance was not paid on August *******, her lines were suspended for non-payment the following day. Consequently,the account required payment of the full rate plan amount along with the reactivation fee to restore service.
  
  Ms. ************* stated that she expected her full payment to be processed on August 27, 2025, and did not process any additional payment. This expectation was based on information provided by the representative who assisted with the line reactivation, who indicated that no further fees would be required.
  
  Due to the inconvenience, we restored her account from a non-payment suspension at no cost. We updated her rate plan to ensure she receives the appropriate family plan discount. Ms. ************* confirmed that she had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:08/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** vary unethical, both employees and supervisors. They do not offer any solutions to problems. App doesnt work. They say theyre gonna call you back they dont.. I dont trust them with any of my data. I had an employee actually change my preference from English to Spanish. I find these people disgusting

  Business Response

  Date: 09/11/2025

  
  
  
  
  
  September 11, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 23785621
  Re: **** *****
  
  
  Dear ********************************** correspondence is in response to a complaint filed by **** *****. In her complaint, Ms. ***** expressed concerns about the conduct of customer service employees and supervisors, stating that they do not provide solutions or follow up as promised. She reported ongoing issues with the apps functionality and described an incident in which an employee changed her language preference from English to Spanish without her authorization. Ms. ***** also raised concerns about the security of her personal data and described her overall experience as highly unsatisfactory
  
  We attempted to contact Ms. ***** on August 23, 2025, but were initially unsuccessful. She returned our call the same day. After reviewing her account, Ms. ***** confirmed that her language preference had already been changed to English, but she continued to experience issues with myCricket app not displaying her data usage. We apologized for the inconvenience and informed her that we would escalate the issue to our technical support team for further investigation.
  
  On August 29, 2025, our technical support team reported that no issues were found with her account. They explained that her device was connected to Wi-Fi most of the time, resulting in minimal mobile data usage, which may explain why the myCricket app did not display usage daily. We attempted to contact Ms. ***** again on September 4 and 6, 2025, but were unsuccessful.  **************** still need assistance, she may contact *********, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the *********
  ***************************************** NE
  *******, ********
  
  

• Initial Complaint

  Date:08/20/2025

  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.

  Salesperson lied. On August 13, 2025, in ********, **, I purchased a new phone from the Cricket store. I have been a Cricket customer for 10 years. The sales associate at the time told me that to get the price he told me a smartwatch was part of the package. When I said I didn't want the smartwatch he said "no matter what, it is part of the package." On the reciept he gave me there was a separate charge of $99.99 for the smartwatch, plus $7.00 in sales tax. A new customer came into the store while we were finishing the transaction, so I didn't have time in the store to review the receipt. And I subsequently learned he lied to me about the smartwatch. When I returned to the location on August 18, 2025, to return the smartwatch, I was told only the sales clerk who sold it to me could make the return - and that he had switched to the Cricket store in **********, another 25 miles away.

  Business Response

  Date: 09/04/2025

  September 4, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23773952
  Re: ******** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******** ******. In her complaint, Ms. ****** states that on August 13, 2025, she purchased a new wireless device from the ********************** retail store in ********* **, where the sales associate informed her that a smartwatch was part of the package to obtain the advertised price. Despite her reluctance to accept the smartwatch, the associate insisted it was mandatory, resulting in a separate charge of $99.99 plus $7.00 in sales tax on her receipt. Upon discovering the misleading information, she returned to the store on August 18, 2025, only to be informed that the sales associate who sold her the smartwatch was no longer available,having transferred to a different location in *********** which is an additional 25 miles away. Ms. ****** is requesting assistance to resolve this issue.
  
  We contacted Ms. ****** on August ******** to discuss her complaint. We apologized to Ms. ******* and upon reviewing her account and invoice, we discovered that Ms. ****** upgraded her device and was charged for a smartwatch and a case for her device. We explained that a bundle deal is when two or more related products or services are offered together at a discounted price; each accessory within a bundle is typically charged individually. We explained to Ms. ****** that, according to Cricket Wireless Terms and Conditions, service charges are non-refundable. More information can be found online at: ******************************************.
  
  Although payments are typically non-refundable,we made a one-time exception for Ms. ****** by providing a courtesy credit to cover the full charge of the smartwatch. Ms. ****** agreed to our offer. We explained that her experience would be escalated to the executive leadership for this store location and reviewed internally.
  
  Additionally, we assisted Ms. ****** in updating her rate plan to a monthly plan better suited to her needs. She confirmed her concerns were resolved and had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  ******** ********
  

• Initial Complaint

  Date:08/19/2025

  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 purposely makes it difficult to receive a transfer pin. They give you a number to call and tell you its 24/7. It is not. Then they tell you they will open a ticket and it will take 3 business days to get the pin. There phone systems says you can get the pin via chat. The customer service on chat says they cant give it to you and you have to call the number. This is 100% intentional so you forget and hopefully dont transfer your number. Its an extremely shady business practice that is unethical. Ive done this before with other wireless companies and it takes 2 seconds to get the transfer pin. There systems are a joke and the customer service is like spitting into the wind

  Business Response

  Date: 09/03/2025

  
  
  
  
  
  
  September 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23771258
  Re: Lavi ******
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by Lavi ******. In his complaint, Mr. ****** expresses frustration regarding the difficulty in obtaining a transfer PIN from **********************. He highlights that after being informed that a ticket would be opened, it would take three business days to receive the transfer PIN, while the chat support redirected him back to the phone number without resolution. He perceives this as a deliberate tactic to complicate the transfer process. He describes Cricket Wireless systems as ineffective and the customer service experience as unsatisfactory.
  
  We attempted to contact ********* on August 20, 23, and 26, 2025, but were unsuccessful. Should Mr. ****** still need assistance, he may contact *********, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********
  
  
  

• Initial Complaint

  Date:08/19/2025

  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 offers a 7 day extension through bridge pay. In the info on bridge pay it says if you make your payment on the 6th count forward 7 days and the 11th would be when your payment is due. Granted that's 6 days not 7 but anyways, I started bridge pay on August 13th at 2:32 mst and they suspended my phone on August 18th at 11:59 mst. No matter how you do the math, it doesn't add up to 7 days. Now they want a full payment. Don't offer a 7 day extension when you plan on shutting the phone off less than a full 6 days later. That's a scam.

  Business Response

  Date: 09/10/2025

  September 10, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23766274
  Re: ****** *****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** reports that Cricket Wireless offers a 7-day extension through Bridge Pay, but her experience suggests otherwise. She initiated Bridge Pay on August 13, 2025, yet her phone was suspended on August 18, 2025, which she believes does not align with the promised 7-day extension. She notes that according to the information provided, making a payment on the 6th would result in a due date of the 11th,which also is inconsistent with the program's actual timeline. Consequently,she is concerned about being asked for full payment despite the discrepancies in the service provided. Mr. ***** is requesting assistance to resolve her issue.
  
  We attempted to contact Ms. ***** on August 22, 26, and 29, 2025, but were unsuccessful. To investigate Ms. ****** concerns, we need to be able to communicate with her. Should she still need assistance,she may contact ********, Cricket Wireless Office of the ********* Manager at ************.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the *********?? 
  ***************************************** NE? 
  *******, ** 30319
  

• Initial Complaint

  Date:08/18/2025

  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.

  My payment was due last night at 12:00 a.m. I started calling after I got off work around 10:00 p.m. to pay my payment. For some reason I could not get through to make the payment and continue trying to make my payment. Then all of a sudden they phone system starts saying that they are under maintenance. It seems really weird to me if your payment is due by 12:00 and then the lady on the phone said they do maintenance every day at 12:00, it seems suspicious that is all of a sudden at 12:00 where they can make money off of people or scam folks out of their money. I called to talk to someone about my issues a young lady giggled and laughed and said that they don't give out credit or refunds for things like that. I asked for supervisor she put another one of her friends on the phone and she giggled and said the same thing that they don't give out credit or refunds. I've been with cricket for over 15 years I can't understand why they need to scam people out of their money, they get enough money and enough business from regular paying customers. I bet you they are scamming a lot of people out of their money by you using this method of service. They informed me that there will not be any type of refund or credits to my account..

  Business Response

  Date: 08/28/2025

  August 28,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23764585
  Re: ******* **********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* **********. In her complaint, Ms. ********** expresses frustration regarding her inability to make a payment for her Cricket Wireless account, which was due on August *******, after 10:00 p.m. Despite multiple attempts to reach the payment line, she encountered a system indicating maintenance just as the deadline approached.Additionally, she reports an unsatisfactory interaction with Cricket Wireless customer care representatives, who dismissed her concerns and stated that no credit or refunds would be issued. Ms. ********** has been a loyal customer for over 15 years and states that this situation raises concerns about the company's practices.
  
  We contacted Ms. ********** on August *******, to discuss her complaint. Upon review, we found that her monthly bill was due on August 10, 2025, and her service was suspended for non-payment. On August 11, 2025, Ms. ********** made a $30 payment and enrolled in *********, which allowed her to split her bill into two payments and provided seven days of service. However, her BridgePay ended on August 17, 2025, and her account was suspended again due to non-payment.
  
  We explained that on August 17, 2025, there were four unsuccessful payment attempts because her card was declined. We advised that payments must be made by the due date before 11:59 pm CST to avoid service interruptions. Missed payments, including monthly installments or BridgePay payments, can result in service suspension. To reactivate service,both a reactivation fee and the current monthly payment are required to start a new billing cycle. More information about our BridgePay policies can be found online at: *********************************************************************************.
  
  We offered Ms. ********** an account credit for her inconvenience, which she accepted. We provided information about her next bill. Ms. ********** confirmed she had no further questions.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 08/28/2025

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

• Initial Complaint

  Date:08/18/2025

  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 had service with this company many years without a problem . But on July 21 2025 they told me my bill was due. I paid the bill in FULL ************** phone was shut off (3 days later )saying I owed 15 $ TO RECONNECT.I could not pay by phone bc crickets prompts didnt work on the call.I could not pay by internet bc my phone was shut off. (All accept dial 611 where u pay)I then went to find a cricket location only to be informed there was none in my location ( I was in **). As a result, I had to purchase another phone service, I lost 6 accounts at work because I did not show up for my telehealth appointments that day due to this. I had to also buy a new phone because cricket wouldnt release me off the old number until I pay 15$.First of all why are they charging me 15$ to turn on the phone when I paid the bill on time ? I reached cricket some time later and they said they would issue me a refund but they never did. I cannot reach them again.

  Business Response

  Date: 09/09/2025

  September 8, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23762061
  Re: **** *******
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by **** *******. In her complaint, Ms. ******* reports that after years of uninterrupted service with Cricket Wireless, she paid her bill in full on July 21, 2025. However, three days later, her service was disconnected due to a $15 reconnection fee. With her service suspended, she was unable to make payment via phone or online, and with no nearby Cricket Wireless location in ********, she was compelled to switch to a different provider. This disruption caused her to miss six telehealth appointments, resulting in the loss of work accounts. Furthermore, she was required to purchase a new phone because Cricket Wireless would not release her old number until the reconnection fee was paid. Although she was assured a refund for the fee, she has not received it and has been unable to contact Cricket Wireless for further assistance.
  
  On August 26, 2025, we contacted ********** to discuss her complaint. We confirmed that her account had a due balance of $100 on July 23, 2025, but the payment was processed on July *******, one day past the due date. As a result, the service was suspended due to non-payment, and a $15 reactivation fee was added to her balance. We verified that the suspension and the reactivation fee were applied correctly.
  
  Furthermore, we confirmed that her numbers were automatically canceled on August 24, 2025, as no payment had been processed within 29 days following the suspension.
  
  Ms. ******* stated that she no longer wanted to retain Cricket Wireless services and requested a refund of the $100 payment. We informed her that,according to the terms and conditions of service, payments are non-refundable.However, as an exception, we processed a refund to her original payment method.
  
  Finally, we advised Ms. ******* that the refund would take 3 to 5 business days to appear in her bank account. She confirmed that no further assistance from Cricket Wireless would be needed.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:08/16/2025

  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.

  I returned a Cricket Debut 3 phone to be repaired or replaced. It was under warranty. I put a sticky note in the box with the phone to return the *** card with the new phone because I couldn't remove it. I called Cricket customer service, and they said I could do that it wasn't a problem. The lady said they would return the *** card. I received the phone, but no *** card. I called customer support 3 times and was put on HOLD every time and then disconnected. I wanted to know where the *** card was, and why they didn't return it. So I went from a phone that didn't work and had a *** card to a phone that works and no *** card. **************** didn't help because you get put on HOLD thru and automated system. You sit waiting for them to answer, then they disconnect you.

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23756325
  Re: **** *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by **** *****. In her complaint, Ms. ***** reports her experience of returning a Cricket Debut 3 phone for a warranty repair or replacement. She included a sticky note requesting the return of her *** card that she was unable to remove. Despite being assured by customer service that the *** card would be returned, she received the replacement phone without it. Ms. ***** expresses frustration over her attempts to resolve the issue through customer support, where she was repeatedly placed on hold and disconnected, leaving her with a functional phone but without her *** card. ******** is requesting the return of her *** card or a new one.
  
  We contacted Ms. ***** on August 18, 2025, to discuss her complaint. After reviewing her account, we explained to Ms. ***** that when processing a warranty claim, all accessories,including the *** card, must be removed, as the return center is not responsible for any missing or lost accessories. We offered Ms. ***** the option to mail her a new *** card to her home address, but she stated that she would purchase a new one to complete the activation.
  
  On August 21, 2025, we contacted Ms. ***** and confirmed that she had activated the new *** card on her device and that the services are working as expected. We processed an account credit for the amount she paid for the *** card. Ms. ***** confirmed she had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

  Customer Answer

  Date: 09/02/2025

   
  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,
  
  **** *****