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

  1024 Harlow Rd Springfield, OR 97477-1141

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  Cricket Wireless, LLC

  1100 S 14th St Kingsville, TX 78363-6353

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  Cricket Wireless, LLC

  12018 W 95th St Lenexa, KS 66215-3803

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  Cricket Communication

  130 Black Horse Pike STE 316 Audubon, NJ 08106-1962

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:05/30/2025

  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.

  Dear BBB I switched to Cricket a few months back from Metro and it has not been well ever since I was assaulted over a month ago One of the guys who assaulted me who is in jail grabbed my cellphone from the floor where it had talked tossed it as hard as he could stomped on it and kicked it in to a super traffic Street After all the drama of police I find myself at a cricket store on Maryland parkway asking for help they said I could file my insurance claim online but they did not want someone Bleeding in their store and asked me to leave and gave me a number and website to visit or call. The next day I visited another store was advised to just buy a new cellphone and that way I could just file the claim myself the next morning I woke up with no service Cricket claims the 2nd line added did not pay for service and was only an activation I said if someone pays for a phone and activation usually that includes the service why was I charged over $100 when the phone was practically free they couldn't explain it So no service I went back to the de location the *** there was like I am sorry look I don't know why people couldn't help you He helped me my blind **** was so happy I walked over to 7 11 to pull cash to pay him a tip Now the company as a whole is charging fees they don't even know what they are for and late fees so I am ready to exit for the horrible experience I had with them.

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23396625
  Re: **** *********
  
  
  Dear ********************** correspondence is in response to a complaint filed by **** *********. In his complaint, ************ details a distressing experience after switching to Cricket Wireless from Metro, which worsened following an assault over a month ago. He recounts how his cell phone was damaged during the incident and his subsequent visit to a Cricket Wireless authorized retail store, where he was asked to leave due to his injuries and directed him to file an insurance claim online. After receiving conflicting advice from different stores regarding his service and charges, he expressed frustration over unexpected fees and a lack of clarity about his account, leading him to consider exiting the service altogether.
  
  We contacted Mr. ********* on June 2, 2025, to discuss his complaint. After accessing the account, the call was disconnected. We attempted to call him back immediately; however, we were unsuccessful. We attempted to contact him again on June 5 and 9, 2025 but were still 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:05/28/2025

  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 previous *************** wirh T-Mobile.When I lost my phone, I went to Cricket Wireless store, purchased a *************** from them.Their service is terrible, also, they don't have much customer service availabilty.I have been to their store a few times for assistance, but they also seem to have very limited avaiability. Both the store & the phone service to to speak to a customer agent are closed, it's only 9pm CST, I have to wait until tomorrow now to speak to someone, & get some ******* is very frustrating for me, to have such limited availability, both on the customer service end, & the limited store hours.The phone I have from them is not user-friendly at all.I absolutely do not want to continue my service with them, & will seek another carrier as well as a different phone.

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23384992
  Re: ******** *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******** *****. In her complaint, Ms. ***** expressed her dissatisfaction with the service provided by Cricket Wireless after purchasing a phone and service from them following the loss of her previous T-Mobile phone. She reported experiencing terrible service, limited customer support availability, and unhelpful store visits, which have contributed to her frustration. Additionally, she found the phone she acquired to be not user-friendly and has decided against continuing her service with Cricket Wireless, opting instead to seek another carrier and a different phone.
  
  We attempted to contact ******** on June 2, 5, and 9, 2025, but were unsuccessful. Should she still needs assistance, we encourage her to contact *******, Cricket Wireless Office of the ********* Manager at: ************.
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/28/2025

  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 had Cricket Wireless and I cancelled his account in January 2024 after he passed away. His iPhone ************** very good condition and we would like to remove the carrier lock and use it. My dad had this phone longer than 6 months, so the carrier lock should no longer be on the phone anyway. I contacted Cricket Wireless on 5/27/25 at ************ to ask for the carrier lock to be removed, and because my dad's phone number is no longer active, the automated line kept hanging up on me. I could not get through to a person. I tried their online chat, and calling two Cricket stores, and could not get help there either. They told me I needed to call 611 from his phone or the 800 number, even while acknowledging his account was disconnected and I wouldn't get through without an active Cricket number. I would like someone from Cricket Wireless to contact me and look at my dad's cancelled account and remove the carrier lock from his phone, so it can be used instead of treated like a piece of junk or forcing us to sell it to someone else with a Cricket account.

  Business Response

  Date: 06/11/2025

  June 11,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23385900
  Re: ***** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ************* her complaint, Ms. ***** states she cancelled her fathers Cricket Wireless account in January 2024, after he passed away. Despite the device being in good condition and having been used for over six months, she has faced significant challenges in removing the carrier lock. She adds that after contacting Cricket Wireless customer care on May 27, 2025, she was unable to reach a representative due to the automated system hanging up on her, as her father's wireless number is no longer active. Ms. ***** shares that she attempted to contact Cricket Wireless online support and two authorized retail stores, but she was also unsuccessful, as they reiterated the need for an active account to resolve the issue. Ms. ***** requests assistance to unlock her dads phone.
  
  We emailed Ms. ***** on June 2, 2025, to discuss her complaint. We informed her that after reviewing the device information, we confirmed that it was eligible to be unlocked as it has been used for more than 6 months with active Cricket Wireless service meeting the Cricket Wireless device unlock policy requirements.
  
  Upon successfully unlocking her device, we recommended she reboot the device to complete the process. Ms. ***** confirmed that her device had been unlocked,and she did not have any further questions regarding her case.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:05/27/2025

  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.

  Charge for account that is not mine. They will not allow me to cancel. I want immediate termination of future charges

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 23381765
  Re: ****** *****
  
  
  Dear **************************** correspondence is in response to a complaint filed by ****** *****. In his complaint, Mr. ***** states that he is being charged for an account that is not his and Cricket Wireless is refuses to cancel it. He is requesting termination of any future charges.
  
  We contacted Mr. ***** on June 2, 2025, to discuss his complaint. Mr. ***** informed us that the charges subject to the complaint are associated with his sons account which was set up for ******* using his card. He added that his son contacted Cricket Wireless in March 2023 to request the cancelation of AutoPay and the request was not completed.
  
  After reviewing his sons account, we confirmed that the account was still enrolled in AutoPay; however, we did not find any interactions requesting the cancelation. We explained that before setting up AutoPay, Terms and Conditions must be accepted to authorize the charges, resulting in valid payments. Furthermore, we advised him that payments are non-refundable, transferable or redeemable for cash. Mr. ***** confirmed understanding and requested ******* be canceled along with the wireless number, as it would not be used. 
  
  We successfully canceled the AutoPay enrollment from his sons account to ensure that no further payments would be processed, and the account was canceled at his request. Mr. ***** confirmed that no additional assistance is needed from Cricket Wireless. 
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President 
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:05/27/2025

  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.

  Thursday may 22nd 2025 my card was used to pay someones phone bill at cricket and i have straight talk wireless it was $45 i still have the screenshot of the fraudulent transaction. I would like a refund of my $45 to my card.

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No:23376283
  Re: ****** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** reported that on May 22, 2025, her credit card was used without authorization to pay a $45 phone bill at Cricket Wireless. She has service with Straight Talk Wireless. She is requesting help to have the $45 payment refunded to her card.
  
  We contacted Ms. ****** on May 30, 2025, to discuss her complaint. She confirmed that she had never used Cricket Wireless and that a payment was processed using her card without her knowledge. We apologized to Ms. ****** for the inconvenience and advised her to contact her financial institution to report the unauthorized charges. She mentioned that she had already contacted her financial institution and reported the issue.
  
  Ms. ****** provided the wireless number that was used to process the payment, and she was able to authenticate the Cricket Wireless account linked to the unauthorized charge. We explained to her that even though Cricket Wireless does not provide refunds, we made a one-time exception for her and assisted Ms. ****** with a refund to the original payment method. We advised Ms. ****** to allow 3-5 business days to receive it.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:05/26/2025

  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.

  May 15, 2025, I called Cricket customer service to cancel one of my 5 phone lines due to the Death of my mother. The Phone number to be canceled was ************. The customer service representative (***) disconnected the wrong number *************) (wifes phone). My wife needed her phone immediately so we went to the local (Central, ************** 544) office to get the phone reinstated. The phone #*************) was restored and I was charged $60. The local office said that I had to call 611 *** to get credited the $60. On 5/23/2025, I called Cricket customer service to get the ************ disconnected and to get refunded/credited the $60. The *** disconnected the ************ number but would not/could not refund/credit the $60 for restoring the *************) phone number. I asked to speak with a Supervisor. This supervisor (******) said he would not refund $60 saying that we agreed to the disconnection of the wrong number (which we did not). I asked for his supervisor. He said there is no one higher than him that we could talk to. We asked to see or hear the recording of the original call on 5/15/25 and he would not provide that information.I expect to be get refunded/credited the $60.

  Business Response

  Date: 06/09/2025

  June 9, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23378243
  Re: ********* ********
  
  
  Dear ****************** correspondence is in response to a complaint filed by ********* ********. In his complaint, Mr. ******** details an incident that occurred on May 15, 2025,when he called Cricket Wireless customer service to cancel his deceased mother's phone line, but the representative mistakenly disconnected his wife's phone. After restoring the wife's phone at a Cricket Wireless authorized retailer and incurring a $60 charge, he sought a refund for this amount during a subsequent call on May 23, 2025, but was informed by a supervisor that a refund would not be issued, despite his insistence that they did not agree to the disconnection of the wrong number. Additionally, he requested access to the recording of the original call, which was denied. He expects to receive a refund of the $60 charged.
  
  We attempted to contact Mr. ******** on May 28, 2025, to discuss his complaint but were unsuccessful. He reached out to us on May 29, 2025, seeking assistance.After reviewing his account, we confirmed that he successfully restored the line that had been mistakenly canceled following a $60 payment at a Cricket Wireless authorized retailer, and that the correct phone number had been canceled.
  
  We apologized for the inconvenience Mr. ******** experienced and informed him that his case has been escalated to our executive leadership in the customer care center for further investigation. Additionally, we applied a credit to his account for the amount he paid to restore the line. Mr. ******** confirmed that his primary concern was resolved and that he does not require further assistance from Cricket Wireless.
  
  
  Regards, 
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  

• Initial Complaint

  Date:05/25/2025

  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.

  Data connection issues very slow and doesn't connect drops from 5G to 4G constantly on ************ and other number too . Issues still with receiving calls and receiving text messages still problem continuing, When people call me they get disconnected message

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23376409
  Re: ******* ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ****. In his complaint, Mr. **** reports data connection issues, noting that his service frequently drops from 5G to 4G,resulting in very slow connectivity on the number ************ and his second number has the same issues. Additionally, he expressed ongoing problems with receiving calls and text messages, stating that when people attempt to call him, they encounter a disconnection message. 
  
  We contacted Mr. **** on May 20, 2025,to discuss his complaint. We helped him change the phone number ending in 3546 at no charge and advised him to restart his device to receive the new number via SMS. We also escalated his network concerns to our technical support team for further investigation. On May 22, 2025, the technical team reported that the wireless number was not properly provisioned. After troubleshooting, his connection was successfully restored.
  
  A few days later, Mr. **** informed us that his internet service was fluctuating between 5G and 4G, and he was still missing some calls. We explained that there were no network outages near his location, confirmed his device was properly provisioned, and advised that coverage can vary due to several factors.
  
  Cricket Wireless Terms and Conditions state: We do not guarantee wireless network availability or services. You cannot access our network outside coverage areas. Coverage maps on our website or in stores provide a general idea of coverage but may not show all gaps.Actual coverage can vary due to terrain, weather, buildings, signal strength,heavy usage, customer equipment, and other factors. You can find the full terms and conditions online at: **************************************************************.
  
  We provided Mr. **** a courtesy credit to cover a free month of service on his primary and secondary Cricket Wireless accounts for the network issues he experienced. Mr. **** confirmed that he was satisfied with the resolution provided and informed us that he did not need additional assistance regarding his complaints.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/24/2025

  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 disconnected my phone number line, I was told that by a previous representative that my plan will become $55.00 per month so that way I can have my phone turn on so I agreed my surprise was my phone got disconnected and also without my knowledge cricket it included a protection plan for $8.00 per month since December 2024 I requested the representative that I needed removed she said she couldn't do it because the line was disconnected. The previous representative told my by lower the monthly plan my phone would not be disconnected but it it disconnected I spoke to rose today she refused to help.Please allow me a moment.9:00 am I see protect is being added to your line since December and you are being charged until December 2024. Also, your account number is ******************** want the phone back turn on.

  Business Response

  Date: 06/12/2025

  June 12,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23373732
  Re: **** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ******. In his complaint, Mr. ****** states that Cricket Wireless disconnected his line despite being informed that his plan would be adjusted to $55.00 per month to prevent disconnection. He states he was surprised to discover that a protection plan was added to his account without his knowledge, incurring charges since December 2024. Mr. ****** requested the removal of this plan but was informed that it could not be processed due to the disconnection of his line. Mr. ****** requests assistance to resolve this issue.
  
  We contacted Mr. ****** on May 30, 2025, to discuss his complaint. After reviewing his account, we discovered that Mr. ****** had a BridgePay extension activated.He mentioned that he was unable to process his remaining payment, because he had issues activating his credit/debit card. We clarified how ********* works and explained about the billing and account status consequences if the second BridgePay payment is not made, to help him understand what to expect in the future. More information about our BridgePay policies can be found at: *********************************************************************************.
  
  We confirmed that Mr. ****** processed the payment to restore his Cricket Wireless services.After reviewing his account details, he requested to remove the Cricket ****************** We explained the benefits of the insurance, confirmed his decision to remove it, and proceeded with the removal. A credit for the Cricket Protect feature was applied to his account. Finally, we provided Mr. ****** with information about his next due date and amount. He confirmed he was satisfied with the resolution.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/23/2025

  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 cricket customer for over five years. We added my line, as well as added two new lines to my boyfriends plan where he already had three lines. The man at the store told us we would have no activation fees, then charged us $130 and gave us no receipt. He put a case on a phone without permission, Im sure we were charged for that. He told us our monthly bill would be $180, well its actually $272. Every time we call Cricket you speak to someone who barely speaks English, and they constantly hang up, managers included, and they disconnect chats just the same. They sim locked all our phones and refuse to unlock them and tell us to go where we originally bought them, but they are literally sim locked to cricket. Thats stealing OUR phones that we paid off. Cricket is a freaking joke. I need a full refund of all my fees of $130, my last months bill, and I need all my phones unlocked immediately, I will be switching to another carrier.

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23371661
  Re: **** ********
  
  
  Dear ****************************** correspondence is in response to a complaint filed by **** ********. In her complaint, Ms. ******** states that she added her line plus two additional lines to her boyfriends account, which already had three lines. She was charged $130 in activation fees despite being told there would be no charges and did not receive a receipt for this amount. Additionally, she was informed her monthly bill would be $180, but it totaled $272. She also reports that a phone case was added to her account without her consent, potentially leading to extra charges. Ms. ******** experienced difficulties communicating with customer service representatives,citing language barriers and frequent disconnections. Furthermore, she states that all her phones are SIM-locked, and Cricket Wireless has refused to unlock them, which she views as theft since the devices are fully paid off. *********** is seeking assistance to resolve these issues.
  
  We attempted to contact Ms. ******** on May 28, 30, and June 2, 2025, but were unsuccessful. She reached out to us on June 2, 2025, to discuss her complaint. After reviewing her account, we found she had six lines under the same account, with her first payment after adding the lines totaling $213. We explained that the group discount applies only to 25 lines and offered her the option to keep five lines to qualify for the discount. Ms. ******** informed us that she had initiated a port-out for her lines and preferred to receive a refund for the payment made when activating them. She also confirmed that her phone unlock requests have already been processed.
  
  Upon reviewing her receipt, we confirmed there were no accessory charges. Although Cricket Wireless typically does not provide refunds, we agreed to make a one-time exception and refund her payment to the original method within 35 business days. Additionally, we informed Ms. ******** that her experience has been escalated to executive leadership for the store location for further internal review. Ms. ******** confirmed that her main concerns were addressed, and she had no further questions.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319          

• Initial Complaint

  Date:05/22/2025

  Type:Delivery 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 placed an order on 27th of March for a new iPhone and 2 months of service (this was the deal offered on Cricket website with number transfer). I paid $279 for the whole thing. ORDER # **************** They shipped my order, here is *** tracking number: 1ZY979F70212161052 The package was damaged in transit, and I NEVER received it.Since then I have been calling Cricket and they have been giving me the run around. I keep getting foreign representatives, and every time there is a new story. I was told I would receive a refund, I even received an email that the order was cancelled for obvious reasons.The company is holding my money hostage, whenever I call them I get nonsense from their representatives.I need my money back!

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23365388
  Re: ***** ****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ****. In his complaint, Mr. **** states that he placed an order on March 27, 2025, for a new iPhone and two months of service, paying a total of $279. Although the order was shipped, the package was damaged in transit, and he never received it. Since then, he has encountered difficulties in obtaining a refund, receiving inconsistent information from various representatives, and was informed that his order was canceled. He expresses frustration over the lack of resolution and the feeling that his money is being held without justification.
  
  We contacted Mr. **** on May 29, 2025, to discuss his complaint. After reviewing his account, we confirmed that the order was canceled on April 28, 2025. The tracking number shows that the package was damaged in transit; therefore, he never received the order. We apologized and explained that we would initiate a refund and asked that he allow 3 to 5 business days to receive back to the original method of payment.
  
  Mr. **** expressed gratitude for the resolution and confirmed that he did not have any other questions regarding his complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********