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

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  Cricket Wireless

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

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  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

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:02/28/2023

  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.

  On 2/22/23/23, I visited a local Cricket Wireless store to request getting some assistance about goiing to a country where Cricket has not purchased any towers. So there is no coverage, not even roaming service in the event of an emergency. We discussed the option of sim cards for that country. In the process of the inquiry, my phone was unlocked. I explained that I didn't want it unlocked until close to the day I was leaving. There was no problem with locking it back up. My complaint isn't with the local service center.On 2/27/23, I made another inquiry about my secuirty concerns and implementing sim card changes. I had concerns about not having cell service from when I arrived back to the US. In the course of the conversation, without my permission, the customer representative told me she had unlocked my phone. I told her that I had not requested the lock, that I wanted it to remain locked to prevent hacking or compromise with my data. She claimed it wasn't unlocked, but that it would lock when I arrived in the country and inserted the sim card, and that I would be able to put the US sim card back in when I arrived back and it would automatically lock again. For whatever reasons, she was didn't want to change my phone to locked. Whereas, the local store didn't have a problem in respecting my request and concerns the week before. Her claims weren't credible to me at the time, but I allowed myself to be pressured into briefly acceptlng them. My phone reads "no SIM restrictions", which is a universal message for being unlocked. I was lied to. My phone was indeed locked. I called Cricket again. I expressed secuirty concerns over keeping my phone unlocked, especially when it comes to financial trasactions. The representative refused to.I expect feedback from Cricket with my complaint and a written explanation of their policy as to why they unlock phones without consent and then refuse to lock them with request.

  Business Response

  Date: 03/15/2023

  March 14, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint ID: ********
  Re: **********************;     
  
  This correspondence is in response to a complaint filed by *********************** in the complaint, **************** states that on February 22, 2023, she visited a Cricket Wireless store to request information about using her Cricket phone outside of the country.  **************** was informed of unlocked devices and international SIM cards. When **************** reached out to the Cricket ************* Team on February 27, 2023, regarding her security concerns, the representative unlocked her device without her authorization.  **************** would like her phone to be locked. 
  
  On March 1, 2023, **************** contacted Cricket **************** about the issue. We contacted **************** to explain that unfortunately, once a device is unlocked it cant be locked again.  We also informed her that an unlocked device does not cause any security concerns. A lock is an exclusive software thats put on the phone by the manufacturer as per the requirement of the carrier that sells the device so the device can only be used with the carriers network. 
  
  **************** explained that the issue is that the phone was unlocked without her permission. Unfortunately, *************** ported out on March 7, 2023.  
  
  We thank **************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  Cricket Wireless, Customer Support
  ***********************************************************************
  /NG

• Initial Complaint

  Date:02/27/2023

  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.

  On 01/09/2023 my phones were turned off, I had just paid my monthly bill on 12/28 so I knew it wasn't for that. Cricket is stating a "chargeback" was done. They also stated it was from back in September. I already paid for the chargeback that was done In September. I believe it was 10/24 is when I paid for the chargeback on September. I have contacted both my banks, my original bank and my cardholder bank and neither show a chargeback done. I have printed all paperwork off, bank statements and everything. I feel I deserve my $270 back because it was an error in their system.

  Business Response

  Date: 03/15/2023

  provided a credit

• Initial Complaint

  Date:02/26/2023

  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.

  In August 2022. We purchased a phone (Dream 5G) and added a line to our plan. Within one week, the phone became inoperable, saying it was corrupt. Got a warranty replacement phone, same model, refurbished not new. Pulled it out of the box, charged it up, and the first time it was turned on, we got the same results. Phone is corrupt, within the firmware. We have been on the phone with customer support, attempting to have our bill credited for the time we have not been able to use. As well as attempting to get a replacement phone of the same features and price but of a different brand. We have been trying to get in touch with a supervisor only to be told that we would get a call back. Have not received any callback from higher management. The warranty department will not replace the device without approval from customer support who in turn keeps transferring us to the warranty department.

  Business Response

  Date: 03/07/2023

  March 7, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: ********
  Re: *****************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *****************************
  In this complaint, ******************** states he purchased a new device in August 2022 and within a week the device was inoperable. ******************** made a warranty claim and received a refurbished model with the same issues.  ******************** is requesting a credit to his account and a device of a different make and model.
  
  We attempted to contact ******************* via the number on the complaint and via email on February 28, March 1,and March 2, 2023, however those attempts proved unsuccessful. Should ******************* wish to discuss his complaint further, he may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.
  
  We thank ******************** for his communication and look forward to assisting him should he still desire.
  
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

• Initial Complaint

  Date:02/25/2023

  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 had Cricket service for my older child's phone. They lost the phone, necessitating a replacement of the **** I bought a replacement ***, however, it was impossible to activate it because Cricket said the *** for my account was incorrect. This is 100% impossible, since I keep the *** in a password manager. It must have been reset on their end in some way.I called them to fix it, but support can't do much of anything unless you can get texted a code to your Cricket number (which I couldn't, because the *** associated with the number was lost), or have the *** for your account which I did, but they continued to claim was incorrect. They told me to go into a physical location with my ID to regain access to the account.I did. The manager of the store was unable to get into my account. He reset the ***, but ******************** rejected the *** which had just been set. He spent about an hour on the phone with higher-level Cricket support, who couldn't figure it out, either. He told me to call support.I got back on the phone, and escalated as high as I could. They told me to go to the store.After multiple hours of trying to navigate this Kafaesque corporate nightmare, I was just done and wanted to leave, but you can't port your number unless you can get into your account. Nor can you cancel service, nor remove your billing information.They told me I could get into their web interface (they have multiple semi-overlapping systems with entirely different authentication schemes, and the one used for their web site still worked) and disable autopay. I did so and washed my hands.But it didn't actually turn off, and they've been billing me $35/mo for multiple months.After my experiences, I have no faith that they can fix this without outside motivation, so here I am.

  Business Response

  Date: 03/15/2023

  March 15, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 19497145
  Re: ***************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ***************. In this complaint, ************ states he contacted Cricket Wireless to activate a new sim card because his son lost his device but was told the *** number, he had saved was incorrect. *********** then visited a Cricket Wireless Authorized Retailer with his identification and the store manager was also unable to access the account. *********** stated he was able to log into his online account and disable autopay,however, the payments continued to be drafted, ************ would like to be refunded for autopay payments from October 2022 February 2023.
  
  We reviewed ************** account and found there was no usage from October 2022 February 2023. As a result, made a one-time exception and provided ************ a refund.
  
  We contacted ************ on March 13, 2023 and informed him the refund has been processed back to the original method of payment and to allow 5 7 business days to see the credit on his statement.
  
  We thank ************ for his communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

  Customer Answer

  Date: 03/15/2023

   
  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:02/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cricket has taken $180 for two months of autopay on a hotspot device that has not been used for the two months they have taken off of my card, they say I didn't cancel autopay, but I went into the Cricket store in ****** **** they replaced the Sim card and the device still wouldn't work the associates told me to go to ****** I told the two male Cricket employees if it is not going to work than refund my $90 that was on my account in February they told me in February they can't do that, well today March 23rd 2023 the took an additional $90 with no activity on the account usage so I called Crikett again this time and got the run around placed on permenant ignore!All I want is the money to be credited back on the card on the account autopay! Please can u help me!

  Business Response

  Date: 03/13/2023

  no answer

• Initial Complaint

  Date:02/23/2023

  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.

  My account was charged for the next month, I canceled the next month but they will not issue refund of amount taken out of my account.

  Business Response

  Date: 03/15/2023

  March 14,2023
  
  Better Business Bureau   
  Online Complaint
  
  Complaint No: 19458273
  Re: ***********************
  
  ****************************************** is in response to a complaint filed by ***********************. In the complaint, **************** states she canceled her service but was charged for another month. She is requesting a refund.    
  
  We attempted to contact **************** to gather more information on March 7, March 8, and March 14, 2023, but we were unsuccessful in reaching her. Should **************** still wish to have assistance with her concern, she can contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.
  
  We thank **************** for her communication and look forward to assisting her with her concern.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  ************************************************>*******, ** 30319
  /JL

• Initial Complaint

  Date:02/23/2023

  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.

  My cell phone number, as well as 2 others on my 5 line plan, were hijacked from Cricket and ported onto another carrier on the night of 2/6/23. My phone actually went offline in my hand at 11pm.. In the morning in the Trash were 4 confirmations from my bank that I had changed my password, linked a Zelle account, etc. I knew right then that I had been a victim! For 3 or 4 days, they continually tried to access my retirement accounts, as well as my checking/savings accounts. They were ultimately able to get $50K from a Vanguard 401K and were able to sell $50K within my *******************. After about 3 days of pure h*** (sorry), things have quieted down. I think I have locked things down well now, but am concerned that they have my social security number and 31 years of my life from that phone on the cloud!! I am still after 2 weeks waiting for someone at Cricket to respond, which is both ridiculous and inconsiderate since their system broke down to allow this to happen. One of the other phone #'s stolen was my late wife's. Her phone had been off in a drawer for 2 1/2 years, but I was still paying on it on the account. I am told by Cricket that someone called using her phone number asking to make changes to the account. I am the only one permitted to make changes and I have a PIN # in my head, not the phone. When they called they were given a temp PW and that was all they needed to move 3 of my lines to another carrier. Why/how was that able to happen when it was supposedly someone named *************************** requesting the changes...not me, not from my phone and without my PIN#!? Sounds like an inside job to me and I would love to have this investigated or I fear I will never get answers that I deserve. I have a ton of documentation of everything that has transpired over the last 2 weeks, but primarily the first week. I would love to speak with someone. You may be my only hope since I am fearful that this may not be over. I want an explanation and should be compensated. Thanks!

  Business Response

  Date: 03/17/2023

  March 17, 2023
  
  Better Business Bureau 
  Online Complaint 
  
  Complaint No:19456254 
  Re: *********************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *********************. In his complaint, ************** states that his phone number was fraudulently ported out to another carrier without his permission, and that he has been unable to resolve the issue. 
  
  We want to assure ************** that his accounts security is a top priority for Cricket Wireless. After researching his account, we believe he may be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual may then have used his phone number in an attempt to gain access to other accounts where ************** uses his phone number for verification. If he hasnt already done so, we advise ************** to file a police report regarding the suspected identity theft. 
  
  Our records indicate that we were able to retrieve **************** wireless number, and restore his original service plan. We contacted him on March 17, 2023, to explain our findings and he stated he no longer needed his numbers.
  
  ************** opened a new account with new wireless numbers. We answered his questions and provided a one-time credit to his new account.
  
  We thank ************** for his communication and trust that this explanation properly addresses his concern. 
  
  Regards, 
  
  
  Cricket Wireless, Customer Support 
  1025 ******************* 
  *******, ** 30319 
  /JL 

  Customer Answer

  Date: 03/17/2023

   
  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:02/22/2023

  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 was very happy as a customer for 5 years and had no plans to leave there service. But I lost my phone and needed a new one quickly as I am disabled and use an app on the phone to communicate. I asked what my options were from ************** for the same phone and got a cost. Then the sales person said I needed a bundle for the phone as It does not come with a charging cord. (The Box clearly states it does come with a USB charging cord.) I explained I had cords at home but was told the one he included would charge it 30% faster. It does not also the box said it has a USB charging cord in it it was not provided. Then the case he provided was not the right one. I had to pay for the phone before seeing it but then he showed me the phone and it was not the same it was much smaller I told him it was not going to work as I needed to type to speak on it. He called his boss that told him the phone could be exchanged but the $70 in accessories he forced down my throat could not be exchanged. Odd part about that was he chose the wrong case but was able to put it back in the box and get the correct one. After an internet search of the cases what i found was the one I received consistently was 5-7 dollars less than the one I paid for.This is just wrong for a long term customer to be treated this way.

  Business Response

  Date: 03/15/2023

  March 14, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 19451367
  Re: ***************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***************************. In the complaint, **************** states he lost his device and needed a replacement. He visited a Cricket Wireless Authorized Retail location and was advised of his upgrade options and purchased a new device. He explained he was also sold accessories that did not fit or need. **************** is requesting a refund of his purchase.
  
  We researched Mr. ******* concerns and found the accessories purchased were compatible with his device. He was provided with a discounted device due to his upgrade promotion completed on February 5, 2023. **************** then ported out his lines on March 3, 2023 and canceled his account.
  
  We contacted **************** on March 14, 2023 and explained our findings. He states he needed to file an insurance claim but instead an upgrade was processed. We explained this was done to get him into a new device same day and that he had received a discount on the device. **************** also requested his devices be unlocked. We advised one of his devices meets the requirements and could be unlocked using the myCricket app. We provided steps on how to complete. His new device, however, does not meet the requirements and we are unable to complete his request.
  
  Cricket will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer, and you have met the following unlocking requirements: 
  The device you want to unlock has been active for at least six months of paid service on that device.
  The device is designed for use on and is locked to Crickets network.
  The device has not been reported lost or stolen.
  The device is not associated with a fraudulent account
  Crickets unlock policy, available at ****************************************** info/deviceunlock-policy.html, states:  
  
  We explained to **************** that at this time, we are not able to complete his request based on the time his device has been activate on our network. We offered a free month of service if **************** wishes to reactivate his service. Once his device remains active for the reminder of the 6 months, we would be happy to unlock his device.      
  
  We thank **************** for his communication and trust that this explanation properly addresses his concern.
  
  
  
  
  Regards, 
  
  Cricket Wireless
  Customer Corporate Relations
  ***************************************************************************
  /JL

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19451367
  
  I am rejecting this response because: The answer is total bull s*** I was never advised they were processing a upgrade.The accessories I was told after paying my deductible I thought were not something I needed but was told they were not returnable. This whole transaction was complete deceptive practices. I will be filing with the states attorney. The second phone that was eligible to be unlocked was not able to be after spending over 7 hours at their store and traveling to another store where a manager even told me he couldn't get it unlocked. This was just another BBB complaint that the company has no interest in resolving.
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/16/2023

  March 16, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 19451367
  Re: ***************************
  
  ****************************************** is in response to a rebuttal complaint filed by ***************************. In the rebuttal, **************** states he does not agree with our previous response and will be filling his complaint with an attorney. 
  
  In our previous response, we provided **************** with our findings and explained his case details. We advised we will not be able to complete his request based our findings. Since **************** is seeking legal assistance, we are no longer be able to further assist.
  
  We thank **************** for his communication and trust that this explanation properly addresses his concern.
  
  Regards, 
  
  Cricket Wireless
  Customer Corporate Relations
  ***************************************************************************
  /JL

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19451367
  
  I am rejecting this response because: Cricket is blowing off my request I clearly explained I went in for a warranty replacement of my phone. They claim they upgraded it with a discount. This is not what I asked for. Additionally they continue to claim the android phone was able to be unlocked but after the better part of  7 hours between 2 offices and managers getting involved it could not be. There store and managers actions cost me $1300 for new phones and $700 in unusable phones I purchased from them. Yes I am now contacting the ******* states attorney regarding their unfair business practices.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom This Concern, my name is *******************************. I went into Cricket on January 18th, 2023, in the evening. I conversed with a salesperson named ***************************** and made an initial purchase for a ******* Galaxy Device A13, the color is black. I get home and was very excited about the purchase of this device. I wasn't home for ten minutes, ripped box unintentionally with excitement. Once I turn on the device, instantaneously there is pop up's with games, each time i unstalled the games, there was another. I assumed this device had been compromised by potential hackers and i immediately shut the phone off and decided to return the device to them on Saturday January 20th, 2023. I drive down to store location and proceed to walk into Cricket. I walked up to the salesperson who I was today told is the manager which is *****************************, and she had an immediate attitude. I informed her why I was taking this initiative to bring back this device, due to the games. Now the stores policy is that an individual can bring back the device within seven days of the initial purchase for a refund. ***** then indicated that I would not be entitled to receive the full refund of one hundred and eighty seven dollars for the first month of the service, I would get one hundred's and conveyed that she would have to contact her manager ****, she went on to say the phone was dirty, i immediately recognized that it did not appear to be dirty and just apologized for it because I did not want to engage in any unneccessary animosity, we exchanged words and I told her that I was not trying to argue with her and indicated to her that I haven't even raised my voice. Then she calls her boss **** on the phone and gives him the impression that the box destroyed. I was in disagreement and offered to pay twenty-five dollars for the box?. They both replied that I could not bring back phone due to the box. I replied close my account and here's the device, i don't want it and left. I room left in portal

  Business Response

  Date: 03/10/2023

  ********

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter, ******************************** *************), was a Cricket wireless customer. She suddenly passed away on December 21, 2022. On February 17, 2023, I called Cricket Wireless to cancel her cell phone account and get a refund for the amounts charged to her checking account on ******* and February. I was told that in order to cancel her account and seek a refund, I had to go into a Cricket Wireless store. On February 21, 2023, I went to the local Cricket Wireless store located on **********************************************************************. I advised the employee that my daughter passed away, I showed him the Certificate of Death and requested that he close her account and refund the charges for ******* and February to her account. The employee told me that he could not close her account or issue a refund without a "passcode". I told him I did not know the passcode. We tried two possible passcodes by using birthdates; however, they did not work. He said if we tried one more time, we would be locked out of her account. He told me that there was nothing further that he could do for me and that I would need to call Cricket Wireless. I told him that I had already called Cricket Wireless on February 17 and was told to go to the nearest store. He again said that there was nothing he can do. Cricket Wireless, please cancel my daughter *******'s account and refund the charges for ******* and February to her bank account in your records. I know that I am not the only one who has lost a loved one who needs to close utilities, and there has got to be a better procedure in place for closing out an account if you don't have the "passcode"!

  Business Response

  Date: 03/02/2023

  closed daughters account and refunded