Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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Complaints

This profile includes complaints for Cricket Wireless, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,271 total complaints in the last 3 years.
384 complaints closed in the last 12 months.

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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:03/12/2025
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.
On 1/29/24 My number was ported out of my Visible Wireless account without authorization. My account was hacked by an unknown party. That same day, Visible immediately disputed the port out of my number. Cricket has completely ignored the dispute. As weeks went by, my number was used fraudulently to hack all of my accounts and social media. Identity theft has taken place with my information, and continues as we speak. No one will stop this. This bad actor has been responding to my friends and family and using my number without my consent. Cricket has not done anything to stop this. This has put me in severe distress. I no longer have access to my number. I started to call Cricket every day to retrieve my number back and they were very nasty and accused me of harassment. I NEED MY PHONE NUMBER BACK. It has been over one month, and my number has not been returned. Cricket has allowed this fraudulent activity to occur with my personal information and phone number. All efforts to recover my phone number have been ignored and stalled. Cricket wireless has hijacked my phone number. I believe this has been done by a cricket employee. CRICKET WIRELESS HAS RUINED MY LIFE. I AM SO ANGRY. CRICKET WIRELESS HAS BOTCHED THIS INVESTIGATION AND I NEED MY NUMBER BACK IMMEDIATELY. THIS COMPANY SHOULD BE SHUT DOWN. THEY VIOLATE FEDERAL LAW AND NO ONE HAS ENFORCED ANY REGULATIONS ON THIS COMPANY'S FRAUDULENT AND DECEPTIVE PRACTICES. THIS IS UNACCEPTABLE. CRICKET IS A COMPNAY THAT ENABLES FRAUD AND ALLOWES IDENITTY THEFT! HOW IS THIS ALLOWED? I NEED MY PHONE NUMBER RETURNED TO ME IMMEDIATELY THIS IS ABSOLUTELY RIDICULOUS. PLEASE RETURN MY PHONE NUMBER NOW AND STOP ALLOWING THIS FRAUD.
Business Response
Date: 04/11/2025
April 11, 2025

Better Business Bureau?
Online Complaint??

No: 23053105
Re: *** ******

Dear ********************** correspondence is in response to a complaint filed by *** ******. In his complaint, Mr. ****** states that his phone number was ported out of his Visible Wireless account without authorization, leading to a significant breach of his personal security. He alleges that his account was hacked by an unknown party, resulting in fraudulent use of his number and identity theft, which has caused him severe distress. Despite Visible Wireless disputing the port, he claims that Cricket Wireless has ignored these efforts and has not taken action to recover his phone number,which a bad actor has used to contact his friends and family without his consent. Mr. ****** expressed frustration over the lack of support from Cricket Wireless, stating that his attempts to retrieve his number have been met with hostility, and he believes that the situation has been mishandled, leading to a detrimental impact on his life.
We contacted Mr. ****** on February 20, 2025, to discuss his complaint. We explained to Mr. ****** that we had escalated his concern for further investigation to the appropriate departments within Cricket Wireless and informed him that they would collaborate with Visible Wireless for a resolution. We encouraged him to contact his original provider for additional information and other details regarding the claim's status.
After conducting a thorough investigation, Cricket Wireless has not found indications of fraud sufficient to return the number at this time.

Regards,

Cricket Wireless ?
Office of the President??
***************************************** NE?
*******, ** 30319
Initial Complaint
Date:03/12/2025
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.
Went to swich over our phones. Hit bring my own number. Instead they activated a new line. Then refused to let us use our current number. They also refused a refund for something I never used! I am currently trying to dispute the charges with my bank. Pretty ******* guessing this is how they do all thier customers. They need to be stopped.
Business Response
Date: 03/19/2025
March 19, 2025

Better Business Bureau
Online Complaint

No: 23051317
Re: ***** ********

Dear ********************** correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ******** states that while attempting to port her number, a new number was activated.She reports that the company refused to allow her to use her current number and denied her a refund for a service she never utilized. Furthermore, she is currently disputing the charges with her bank, expressing frustration over her experience and concern regarding the treatment of customers.

We contacted Ms. ******** on March 13, 2025, to discuss her complaint. After reviewing the account, we found that a new number was activated on March 11, 2025, and was canceled the same day. We explained to her that the Cricket Wireless Terms and Conditions of Services state that amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Full Terms and Conditions can be found at: ******************************************.

We explained to Ms. ******** that even though payments are non-refundable, we made an exception and issued a refund. We advised her the refund process takes 3 to 5 business days to receive to the original form of payment. Ms. ******** confirmed she was satisfied with the resolution provided and had no other questions for Cricket Wireless.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:03/11/2025
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.
I signed up for a Cricket Wireless plan online, but I was misled into purchasing the wrong plan. I did not fully understand what I was agreeing to when I clicked Accept on the terms and conditions. They misled me to believe i would retain my existing phone number. When I realized the mistake, I immediately contacted Cricket to request a refund, but they refused, stating that my acceptance was final. I asked to rescind my acceptance of the terms, but they denied my request. This feels unfair, as I was not given a clear way to undo the purchase and the website was misleading in saying i could keep my existing number. I have since disputed the charge with my credit card company. However, Cricket may still try to collect the $310 from me or send me to collections. I am requesting a full refund or a resolution that does not negatively impact my financial standing.
Business Response
Date: 03/26/2025
March 26, 2025

Better Business Bureau?
Online Complaint??

No: 23052692
Re: **** ******

Dear ****************************** correspondence is in response to a complaint filed by **** ******. In his complaint, Mr. ****** states that he signed up for Cricket Wireless online but was misled into purchasing the wrong plan, believing he would retain his existing phone number. Upon realizing the mistake, he promptly contacted Cricket Wireless to request a refund. His request was denied, as the company stated that his acceptance of the terms and conditions was final. He expressed concerns about the misleading nature of the website and the lack of a clear option to rescind his acceptance. Additionally,he has disputed the charge with his credit card company, fearing that Cricket Wireless may attempt to collect the $310 or send him to collections, and he is seeking a full refund or a resolution to resolve his issue.
We contacted Mr. ****** on March 14, 2025, to discuss his complaint. After researching his account, we confirmed that the Cricket Wireless account was activated with a new number, not his existing number. He added that he did not want to use the service with the new number and would like to port his existing phone number to Cricket Wireless. We explained to Mr. ****** that as outlined in the Cricket Wireless Terms and Conditions of Service, amounts paid for service charges are non-refundable, and account balances are not transferable, refundable, or redeemable for cash. Full terms and conditions can be found at: ******************************************.
Although payments made to Cricket Wireless are non-refundable, we made an exception for Mr. ****** and initiated a refund to his original form of payment. He should receive his refund within 5 - 7 business days. Additionally, we offered the option to activate his account with his existing number; however, he stated that he would complete the activation process himself once his refund was completed. Mr. ****** confirmed that he does not have additional questions regarding his case.

Regards,

Cricket Wireless ?
Office of the President??
***************************************** NE?
*******, ** 30319
Initial Complaint
Date:03/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I previously contacted cricket regarding an issue with spam calls on my line, and also regarding my phone not working correctly. They said I could file a warranty claim with them through the month of March. At the beginning of the month I contacted cricket's warranty department online, and could not facilitate a warranty claim. I also called the number, and the queue for waiting to speak with the warranty department was ours. I requested a call back, and no one returned my call. I did this several times, and no one ever contacted me. I found this complaint because I would like to have my device replaced so I can use my service through cricket . When the cricket representative contacts me, can you please have them call me with their full name, the hours are available, the direct phone number, their direct e-mail address, their direct fax number, and the best time to reach them. Thank you and have a nice day!
Business Response
Date: 09/10/2025
September 10, 2025

Better Business Bureau
Online Complaint

No: 23052507
Re: ********* ******

Dear ********************** correspondence is in response to a complaint filed by ********* ******. In his complaint, Mr. ****** reports that he attempted to file a warranty claim with the Cricket Wireless warranty department at the beginning of March 2025 but faced difficulties both online and via phone, where he encountered long wait times and no callbacks despite multiple requests. Mr. ****** is seeking a replacement device to ensure he can use his service with Cricket Wireless.

We contacted Mr. ****** on September 2, 2025, to discuss his complaint. After reviewing the account, we discovered that the warranty for his device expired on March 6, 2025. We confirmed that he contacted customer care on March 7, 2025, when the warranty had already expired. We explained that Cricket Wireless offers a one-year manufacturer's warranty from the date of purchase. More information can be found at: **********************************************************************************;

We recommend that Mr. ****** consider upgrading his device. As a gesture of goodwill, we informed him that,should he proceed with the upgrade, we would issue a one-time account credit upon confirmation of the new device activation. Mr. ****** acknowledged this information and confirmed he had no further questions regarding this complaint.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:03/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 7, 2025, my daughter, ***** ****, went into the store and asked to switch two phones from her current provider to Cricket. The woman charged her for service on two phones, activation fees and made her purchase an item from the store stating that they do not do "cold" sales. The total came to $201.38. After my daughter paid the bill, the woman took her phone to activate Cricket service and discovered that the phone was locked and could not be used. At this point, we asked to cancel until we could get the phones unlocked. She then told us that Cricket doesn't give refunds. I asked why the phone wasn't checked first if that was their policy. She said the computer would have told her if the phone wasn't compatible. I called customer service and their only suggestion was to buy a Cricket phone or forcibly take my money back by filing a dispute through my bank. This is terrible business. They stole $200 from my daughter who has intellectual disabilities and was excited to be doing something to feel independent with her very first paycheck.
Business Response
Date: 03/25/2025
March 25, 2025

Better Business Bureau?
Online Complaint

No: 23049680
Re: ******* *****

Dear ****************************** correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** details an incident that occurred on March 7, 2025, involving her daughter, ***** ****,who attempted to switch two wireless devices to **********************. Ms. **** was charged $201.38 for service and activation fees, along with a required purchase, only to find out later that her devices were locked and incompatible with Cricket Wireless services. Upon requesting a cancellation, they were informed that Cricket Wireless does not issue refunds, leading to further frustration when customer care suggested purchasing a ********************** device or disputing the charge through her financial institution. Ms. ***** is requesting a refund.

We contacted Ms. ***** on March *******, to discuss her complaint. We apologized for the inconvenience and assured her we would escalate her daughters experience to the appropriate executive leadership team to investigate further internally. After researching the account, she confirmed that her daughters devices are still locked due to an installment plan with a different provider. Additionally, we discovered that she was provided with new wireless numbers instead of having her existing numbers ported.

We offered Ms. ***** the option to keep the service and port her daughters numbers to Cricket Wireless; however, she stated that her daughter is still paying the other carrier. On March 19, 2025, we confirmed that as an exception, we issued a refund and that it would be delivered to her mailing address within 10 to 15 business days. Ms. ***** confirmed that she did not need additional assistance from Cricket Wireless.

Regards,

Cricket Wireless
Office of the President??
***************************************** NE?
*****************
Initial Complaint
Date:03/11/2025
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.
Requested to transfer/port my number to another provider on Nov 6 for number ************ and Nov 11 for number ************ and still was being charged after switching. I want the $320 refunded for services that we had transferred from Cricket months ago.
Business Response
Date: 04/02/2025
April 2, 2025

Better Business Bureau
Online Complaint

No: 23050244
Re: ****** *********

Dear ********************** correspondence is in response to a complaint filed by ****** *********. In his complaint, Mr. ********* states that he requested to transfer/port two of his wireless numbers to another provider on November 6, 2024, and November 11, 2024. However, he continued to be charged for the monthly plan by Cricket Wireless after the switch. ************ is seeking a refund of $320 for services that were transferred from Cricket Wireless months ago.

We contacted Mr. ********* on March 19, 2025, to discuss his complaint.After reviewing his account, we informed him that our records indicated that the wireless numbers reported on his complaint were transferred from Cricket Wireless on March 11, 2025, to AT&T and explained that we did not find any port requests in November 2024. Mr. ********* stated that he would be able to confirm the payments he made to AT&T as proof that he was not using the service with Cricket Wireless, but he did not have those documents available, so we scheduled a callback. We would escalate his case with our support team to further investigate.

On March 27, 2024, we shared with Mr. ********* that the outcome of the investigation confirmed that his wireless numbers were not transferred until March 11, 2025, and his devices showed active usage on his Cricket Wireless account until that date. We explained to Mr. ********* that we are unable to provide him with the refund he requested due to the usage found, the actual date of the port, and the Cricket Wireless Terms and Conditions of Service that state the amounts paid for service charges are non-refundable. More information can be found at: ****************************************************************************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Customer Answer
Date: 04/02/2025

Complaint: 23050244

I am rejecting this response because: I provided documentation from AT&T of the transfer dates. I was unable to get payment documents to Cricket in a timely manner do to some time commitments for the next several days. When they called back Cricket informed me that even if I sent documents confirming payment to AT&T they would not refund because they couldn't find a request for a port. If you look at my history with Cricket, they have consistently tried to weedle out of being responsible for their service and have zero trust that this is not just another situation where they have lied or are misleading intentionally to get out of being accountable. We are in the process of taking our last from from Cricket after 10 years of consistently declining service.

Sincerely,

****** *********
Business Response
Date: 04/08/2025
April 8, 2025

Better Business Bureau
Online Complaint

No: 23050244
Re: ****** *********

Dear ********************** correspondence responds to a rebuttal filed by ****** *********. In his rebuttal, Mr. ********* expressed frustration over the rejection of his refund request, despite providing documentation from AT&T confirming the transfer dates. He mentioned that he could not share payment documents with Cricket Wireless on time due to prior commitments. Additionally,he stated that when he contacted Cricket Wireless, he was informed they could not process the refund because they could not locate a port request. ************ also highlighted his long-standing dissatisfaction with Cricket Wireless over the past ten years, citing a lack of accountability and trust in their responses.

We contacted Mr. ********* on March 19, 2025, to discuss his original complaint. After reviewing his account, we informed him that our records indicated that the wireless numbers mentioned in his complaint were transferred from Cricket Wireless to AT&T on March 11, 2025. We explained that we did not find any port requests in November 2024. Mr. ********* stated that he could provide payment proof to AT&T to show he was not using Cricket Wireless, but he did not have the documents available. We scheduled a callback and escalated his case to our support team for further investigation.

On March 27, 2024, we informed Mr. ********* that the investigation confirmed his wireless numbers were not transferred until March 11, 2025, and his devices showed active usage on his Cricket Wireless account until that date. We explained that we could not provide the requested refund due to the usage found, the actual date of the port, and the Cricket Wireless Terms and Conditions, which state that the amounts paid for service charges are non-refundable. More information can be found at: ****************************************************************************.

We respectfully request that this complaint be closed, as we are unable to further assist Mr. ******************************

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Customer Answer
Date: 04/08/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution although is not satisfactory to me will have to due. I have moved all my services from Cricket and happily will never do business with them again after years of their lying.

Sincerely,

****** *********
Initial Complaint
Date:03/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/24/25 I paid $70 for a phone line service and looking to get a refund or service. They have not offered any assistance. The day I went to the store to explain what happened my number was under someone else name. They said since numbers recycle that its no longer my number but iPhones are different. They didnt offer me my $70 back, they didnt offer to just give me service since I brought my confirmation number. He said I raised flags although I showed him my ID, confirmation number, and phone number. He proceeded to be rude and I told him to lower his tone he told me I can be the f*** out his store. Now I still dont have phone line service, havent got a refund, etc. I was asking to receive phone line service but to receive disrespect during black history month is unjustifiable. Im also attaching the man who did it. He also pushed aside the original employee that was helping me which is not someone who should operating a store.
Business Response
Date: 04/03/2025
April 3, 2025

Better Business Bureau
Online Complaint

No: 23039310
Re: ********* ******

Dear **********

This correspondence is in response to a complaint filed by ********* ******. In his complaint, Mr. ****** states that on February 24, 2025, he paid $70 for a phone line service but has not received either a refund or the promised service. He explains that when he visited the store to address the issue, he discovered that his number was registered under someone else's name, and despite providing his ID, confirmation number, and phone number, he was met with rudeness and was asked to leave the store. ********* expresses concern over the lack of assistance offered, the disrespectful treatment he received during Black History Month, and the dismissal of the original employee who assisted him.

We contacted Mr. ****** on March *******, to discuss his complaint. After reviewing his account, we believe that he may have been 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 to gain access to other accounts where he used his phone number for verification. If he has not already done so,we advised Mr. ****** to file a police report regarding the suspected identity theft.

We assured Mr. ****** that his experience at the Cricket Wireless authorized retail has been escalated to our executive leadership team to investigate further. We helped Mr. ****** activate his service, his Apple iPhone device, and change his security credentials. He confirmed that his services were working as expected. We recommended that he activate the account lock feature on his account using his online access as an additional security option to prevent unwanted changes.

We applied a courtesy credit to his Cricket Wireless for his inconveniences he experienced. Lastly, we shared information regarding his next bill and due date, and he confirmed that he was satisfied with the resolution.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:03/07/2025
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've been using cricket wireless for several months now for cell phone service. My voicemail access mysteriously disappeared. Cricket has a process to call your own phone number to access your voicemail. I received a message that states "the person you are trying to call does not have a voicemail box that is set up yet". The call disconnects. I contacted customer service that's probably in a third world country and they claim to reset my voicemail. All I have to do is call my own number or hold the one key to access my voicemail to set it up. I still received the same Auto message and disconnect. A call customer service the second time and I had to explain this about five times over a period of 31 minutes and 54 seconds. They pretend to know what they're doing. They like to say "oh I see" a lot. Access Telecom did that too and they have by far the worst cell service I've ever had. I made a third call and I had trouble comprehending what the guy was saying. Whoever cricket contracted for this customer service is a huge waste of money. I asked him for a phone number to it and he gave me a number to sales. Whenever they told me I can reset up my voicemail, they asked if they can call me back if the call gets disconnected. I say yes and they don't call me back to check on the matter like they claim they will. A simple 2 minute conversation or access to IT is all that is required in a normal scenario of service.
Business Response
Date: 03/19/2025
March 19, 2025

Better Business Bureau?
Online Complaint??

No: 23035699
Re: ******* *****

Dear ****************************** correspondence is in response to a complaint filed by ******* *****. In his complaint, Mr. ***** states that he has been using Cricket Wireless for several months. He explains that his voicemail access disappeared, as he received an automated message stating that his voicemail box was not set up. Despite multiple calls to customer service, where he had to repeatedly explain his issue, he continues to encounter the same problem. He notes difficulties understanding some representatives and was dissatisfied with the lack of follow-up after being promised a callback.Overall, he feels the customer service experience has been inadequate and unprofessional. Mr. ***** is requesting assistance to resolve his issue.

We attempted to contact Mr. ***** on March 11, 14, and 17, 2025 but we were unsuccessful.Should he still require assistance, we encourage him to contact ********, Cricket Wireless Office of the President Manager.

Regards,

Cricket Wireless ?
Office of the President??
***************************************** NE?
*******, ** 30319
Customer Answer
Date: 03/21/2025

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. After 7 hours of phone calls, skits, and Management.

Sincerely,

******* *****
Initial Complaint
Date:03/07/2025
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.
Ordered a iPhone returned iPhone, iPhone was received Monday its Friday have yet to receive my refund, have been getting different answers from different agents
Business Response
Date: 03/19/2025
March 19, 2025

Better Business Bureau?
Online Complaint

No: 23034375
Re: ******** ******

Dear ****************************** correspondence is in response to a complaint filed by ******** ******. In her complaint, Ms. ****** states that after ordering an iPhone and returning it,the device was received, but she has not received her refund. Additionally, she has received different answers from different representatives regarding the status of her refund.

We contacted Ms. ****** on March 10, 2025, to discuss her complaint. After researching her online order information, she informed us that she returned the iPhone because she purchased the wrong model. We confirmed that the device was returned to our Cricket Wireless warehouse on March 3, 2025.

We offered Ms. ****** the option to keep service with Cricket Wireless and order a new device for her. However, Ms. ****** shared that she had already purchased a new device with a different provider. We informed Ms. ****** that we issued a full refund to the original payment method she used and advised her that it would take 3 to 5 business days to receive it. Ms. ****** confirmed that she did not have additional questions regarding her complaint.

Regards,

Cricket Wireless ?
Office of the President??
***************************************** NE?
*******, ** *****
Initial Complaint
Date:03/06/2025
Type:Delivery 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 experience with the new Cricket ************* Team has been far from acceptable. I switched back over to Cricket from Boost because of my horrible experience with Boost *************. But now, it's like dejavu. I ordered a new phone from ************************** on 2/27/25. I provided my account transfer pin from Boost, twice. For the next 2 days Cricket kept saying there was a delay with my transfer and to contact Boost. When I contacted Boost, they said they had no hold on my number. I ended up going to a Cricket store on 3/2/25 to buy the same phone I'd ordered online, and the agent successfully transferred my number. As soon as I left the store, I got an email from Cricket saying my order shipped! Then, another email right after that one, saying my order was canceled. Today, the order was delivered. I called Cricket ************* multiple times, each time being transferred to the ********************* that seems to be void of actual employees. I was on hold three times for nearly 30 minutes, never connecting with an agent. I left my number to receive a callback and it is now 10:16PM and I have yet to receive a call. I attempted to initiate a return on the website, and it said "claim denied." SEND ME A RETURN LABEL FOR THIS ORDER SO MY MONEY CAN BE REFUNDED. The **** number is *************** for the ************ 2024 that needs to be returned.
Customer Answer
Date: 03/12/2025
From: HANDS 2 SERVE <**********************************************************************>
Sent: Friday, March 7, 2025 3:19 PM
To: info <****************************************************************************************************>
Subject: BBB Complaint #******** (resolved)

EXTERNAL EMAIL! Use caution when clicking on links or opening attachments and never provide your User ID or Password.

Hello. My issue has been resolved and I have received my return label. Complaint can be closed.

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Cricket Wireless, LLC

Cricket Wireless, LLC

Cricket Wireless, LLC

Cricket Wireless, LLC

Cricket Wireless, LLC

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Cricket Wireless, LLC is NOT a BBB Accredited Business.

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Cricket Wireless, LLC is NOT a BBB Accredited Business.