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.

close

Find a Location

Cricket Wireless, LLC has 629 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless Authorized

  7430 Ritchie Hwy Glen Burnie, MD 21061

• 

  Cricket Wireless, LLC

  8063 Liberty Rd Windsor Mill, MD 21244-2966

• 

  Cricket Wireless, LLC

  6420 Frederick Rd Catonsville, MD 21228-3574

• 

  Cricket Wireless, LLC

  212 N Bridge St Elkton, MD 21921-5339

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/15/2025

  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.

  BEWARE OF CRICKET WIRELESS!!This money hungry company took my hotspot away AFTER I paid for it!!!!The Cricket Wireless Company prioritizes unfair monetary gain over customer satisfaction.I was offered an upgrade by Cricket Wireless Company from a $54.00 plan that includes hotspot along with phone service and of which I paid for. To make more money they changed without my permission or acceptance to a higher plan of $70.00 that does not include hotspot. Typically, Cricket allows customers the option to choose their own plan, but that option was not provided in this instance. It appears that Cricket was aware that I would reject the more expensive plan without hotspot. Why would I opt to pay more for phone service and hotspot when I had already paid for it under a cheaper plan? Cricket's business practices seem to prioritize profit over customer satisfaction, appearing unprofessional and greedy for monetary gain. Their agents provide inconsistent information, with one agent stating something different from another, including a Cricket Manager.

  Business Response

  Date: 09/05/2025

  September 5, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23748164
  Re: ****** ***********
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ****** ***********. In her complaint, Ms. *********** states that Cricket Wireless changed her rate plan from a $54.00 plan that included hotspot service to a $70.00 plan that does not include hotspot service without her permission. She highlighted that Cricket Wireless typically allows customers to choose their own plans. Still, this option was not provided in her case, leading her to believe that the company was aware she would reject the more expensive plan. Furthermore, she noted inconsistencies in the information provided by Cricket Wireless agents, including conflicting statements from different representatives and a Cricket Wireless Manager. She is requesting a resolution to this issue.
  
  We contacted Ms. *********** on August 20, 2025, to discuss her complaint. We informed her that her line was initially set up on a $55 unlimited plan, which did not include hotspot. She added a second line to her account on July 9, 2025. We confirmed that on July 26, 2025,both lines were changed to the Supreme Unlimited plan, which includes 50GB of hotspot for a total of $90 per month. By August 2, 2025, her rate plan was requested to be changed to the Sensible 10GB plan for a total of $60, excluding the hotspot.
  
  We offered to revert her rate plan to the original one, despite it being a grandfathered plan, but explained that it would not include hotspot. Lastly, we offered to change her rate plan to a higher plan that includes a hotspot, but she refused to discuss this matter further or process any changes.
  
  ********************** decide she does need assistance, she can contact *****,Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:08/15/2025

  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.

  Paid Cricket bill due 08/01/2025 via Cricket website using ****** on 07/30/2025. ****** showed it as processed. **** showed it pending payment. Cricket billing showed a double charge @ $90.00 each for 07/30/2025. ************* canceled on 08/02/2025. Called Cricket, was advised I canceled payment and would need to reinstate account via a $15 reactivation fee- $105 total. I did not cancel payment. I had sufficient funds in bank. When I explained this and informed them of what I was actually looking at- Cricket Invoice, Bank Statement, ****** statement in real time- and asked the penalty fee be waived. I was put on hold. The ** *** returned and tried to "upgrade" my plan claiming it was a "discount they were offering me" because the financial ***** "would not waive the penalty fee." I declined. A charge of $105 was made so I could access phone, and it showed up on the bank statement while the previous $90 charge via **** payment center was not processed. Cricket still shows 2- $90 payments on 07/30/2025, but no $105 charge? The phone was reconnected with original plan. In the end, through no fault of mine, I'm out $15 because of Cricket's bad accounting and obvious fraudulent bait and switch tactics. I researched it, and many people have had the same problem. Time for a Class Action suit. I also have copies of all records, but as they indicate financial info, I will not send unless requested as the amount in dispute is minimal. However, the overall amount of "penalty fees" collected by invoking this "accounting" fraud on many customers is likely significant.

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23752049
  Re: ****** ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ****** ******. In his complaint, Mr. ****** reports making a $90 payment on July 30, 2025, for his Cricket Wireless bill due August ******, using ****** on the Cricket Wireless website. ****** confirmed the payment was processed, but it appeared as pending on his bank statement. He noticed that Cricket Wireless billed him twice for $90 on the same date. After canceling his service on August 2, 2025, he was informed he would need to pay a $15 reactivation fee to restore his account, even though he had sufficient funds and did not cancel the payment. **************** offered him an upgrade instead of waiving the fees, resulting in a total charge of $105 to restart service, while the original $90 payment was not processed. Mr. ****** is seeking help to resolve this issue.

  We contacted Mr. ****** on August 21, 2025, to discuss his complaint. After reviewing his account, we found that a single $90 payment was processed on July 30, 2025;however, it was reversed on August 2, 2025. This reversal caused his account to be suspended and left a balance of $105, which included a $15 reactivation ******. Elekes processed the full payment to restore his account from suspension and explained that he did not request the payment reversal. He also said that ****** support informed him the transaction had been cancelled.

  We explained that Cricket Wireless typically does not provide refunds, but we made an exception and applied a $15 credit to his account for the reactivation fee he paid. Mr. ****** confirmed that his concern was addressed and has no further questions regarding his case.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  Date:08/15/2025

  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 made a bridge pay (I wanted to pay the full amount, but hit the wrong button) of ***** on 8/7/2025. ****** would be due on 8/13/25, I missed it and was required to pay ****** on 8/14/25. So total paid in 8/25 was ******. My monthly bill is ******. Yes, I know I missed the payment date by 9 hours, but Cricket is not applying ANY of the ***** payment to my bill! They are charging me ****** for one month of service! Even if they charge me fees for using bridge pay, and late fees no way should it be *****!!!

  Business Response

  Date: 08/28/2025

  
  August 28, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 23752065
  Re: ****** ******
  
  
  Dear ********************************** correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** states that she mistakenly set up Bridge Pay on her account on August 7, 2025, processing a payment of $55, which had a remaining amount due on August 13, 2025, of $100. She states that she missed the deadline by nine hours and was required to pay $175 on August 14, 2025, resulting in a total payment of $230 for the month, despite her monthly bill being only $140. Ms. ****** expresses concern that Cricket Wireless did not apply any of the $55 payment to her bill, leading to charges that she believes are unjust, even considering potential fees for Bridge Pay and late payments.
  
  We attempted to contact Ms. ****** on August 16, 19, and 22, 2025, but were unsuccessful. Should Ms. ****** still need assistance, she may contact *********, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the *********
  ***************************************** NE
  *******, ********
  
  

• Initial Complaint

  Date:08/13/2025

  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 went in to my local cricket store on 07/15/2025 to change a phone number on one of the lines on my account. Store *** informed me line would need to be canceled and then reopened so a new phone number can be issued. The store *** assisted me by chatting with a cricket *** to cancel the line. The cricket chat *** closed out the incorrect line. They corrected the issue however the next day my whole account was disconnected due to an outstanding balance. My monthly bill had already been paid earlier in 07/2025 and no changes should have been made on my account besides the number change. We paid the balance to get our lines reactivated and I contacted cricket via chat and to customer service phone and was told I need to go to the cricket store to have the refund issued. I explained that it wasnt something the store did it was a chat *** and still was advised to go in person. I called my local cricket store and was told they would need to speak to the supervisor and I would get a call back. I never did. I called my local cricket store on 08/12/2025 to follow up and was told cricket chat ***s would need to correct the issue since it was their mistake. I called the 800 number and first my call got dropped and my phone went on SOS mode. I called again and I was transfered and call dropped again. Convenient. I called 08/13/2025 and spoke to manager on dutyJay and was told I needed to contact my bank for the refund. I asked why and he refused to answer my question and insisted on ending the call. I asked to speak to his superior which he stated there was no one else above him that can help me. He refused to verbally provide me with the encounter number and was extremely rude and unprofessional. I asked to speak to a supervisor and he stated they would call me as they were all busy and I never received a call back. I tried to reach out via text message chat and it kept getting transferred to different people with no resolution. Seems as if no one is willing to assist me

  Business Response

  Date: 09/03/2025

  September 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23744545
  Re: ****** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ****. In her complaint, Ms. **** reported an incident that occurred on July 15, 2025, when she visited her local Cricket Wireless store to change her phone number. The store representative explained that her line needed to be canceled and reopened. However, a chat representative incorrectly canceled her entire account due to an outstanding balance. Although Ms. **** had paid her monthly bill earlier that month, she was advised to visit the store for a refund caused by the chat representative's error. After multiple attempts to resolve the issue through calls to the store and customer service, Ms. **** experienced unprofessional behavior from a manager who refused to assist or provide an encounter number, leaving the matter unresolved.
  
  We contacted Ms. **** on August *******, to discuss her complaint. We informed her that her experience has been escalated to our executive customer care leadership for further internal review. We explained the reason for her account suspension, applied an account credit for the amount she paid in early July, and provided details regarding her next bill and due date. Ms. **** confirmed she had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:08/13/2025

  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.

  On July 18th at 11:25 I tried to make a payment for my cricket wireless service it did not go through I called customer service and they told me it was on its way back to my account to go ahead and make the payment to get the phone turned on so I did made another $60 payment at 12:39 never received my money called cricket wireless a few times they only claim to see one charge one payment then I contacted chime and dispute at the charge and they came back and denied it when I clearly have two payments to cricket from my bank on that same day

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23743640
  Re: ****** *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** *****. In his complaint, Mr. ***** details an issue that occurred on July 18, 2025, when he attempted to make a payment for his Cricket Wireless service. After an initial payment of $60 that did not go through, he was advised by customer service that the money would be back to his account and recommended he made another payment, which he did at 12:39 PM. However, Mr. ***** has not received his payment back, and despite contacting Cricket Wireless multiple times, they only acknowledge one charge.He subsequently disputed the charge with Chime, but that dispute was denied,despite Mr. ***** having records of two payments made to Cricket Wireless on that same day.
  
  We contacted Mr. ***** on August 14, 2025, to discuss his complaint. Mr. ***** informed us that he had contacted Cricket Wireless customer care on August 13, 2025, and was able to resolve his concerns; however, he stated that he had not received his refund yet. After reviewing his account, we confirmed the refund had been successfully processed on his account.
  
  We explained to Mr. ***** that the refund would take 3 to 5 business days to be fully reversed to the original payment method. He confirmed understanding and expressed he was satisfied with the resolution. Mr. ***** stated he had no further questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:08/13/2025

  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.

  I choose Cricket because their website says free TWO DAY delivery. It's actually not two days it's three days. I live in one of the largest cities in the *** so I know it's not my location. I feel that Cricket uses false advertising.

  Business Response

  Date: 09/03/2025

  September 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23743507
  Re: **** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ******. In his complaint, Mr. ****** states he chose Cricket Wireless because of the advertisement about two-day delivery service; he states that it resulted in more than two-day delivery instead. Mr. ****** emphasized that his location in one of the largest cities in the **** should not have contributed to this delay,leading him to feel that Cricket Wireless advertising may be misleading.
  
  We attempted to contact Mr. ****** on August 18, 21, and 26, 2025,but were unsuccessful. Should Mr. ****** still need assistance, he may contact *******, Cricket Wireless Office of the ********* Manager, at *************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:08/12/2025

  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.

  July 2025 I bought a ******* Galaxy a16 from a cricket store in *********, **. From the moment I started up the cell phone it has been horrible. It keeps crashing, the apps keep crashing, it's very slow, and delays. I have rebooted the phone and cleaned up storage many times. Nothing works. August 10th I attempted to call in but only chat service was available. Which is ridiculous. They was no help. And the one ***, **** G ended the chat and I wasn't even done typing to him about the issues. Then August 11th I called into cricket then they had transferred me to Asurion, Asurion stated b/c it was a warranty ***lacement I needed to talk to the warranty department. When I called the warranty department the 11th and today it won't let me hold on the line they make me do a call back and they NEVER call me back. I have been on the phone with cricket, asurion all day today and yesterday. I finally did get ahold of a *** with warranty and I asked for a supervisor and he hung up on me. He explained I have to either send my cell phone in and then get a ***lacement or pay a deposit and pay for shipping and get my new phone first and once then get my old phone they reimburse me the money except for shipping. None of this is realistic and it's ridiculous. I do not have another cell phone to use while mine is sent into Cricket warranty. I spoke with a cricket wireless supervisor today and she explained she would connect me to a "different" warranty department and get this resolved. She transferred me to the same warranty department and I got no where. Then I called later and spoke to another supervisor and he was no help and only offered same options. I have been back and forth with cricket, asurion and their warranty department and cannot get the warranty department to call me back. This is unacceptable. I have spoken to many ***s from cricket, asurion and warranty and getting no where. I have been with cricket for awhile and will take the phones to Tmobile if not resolved.

  Business Response

  Date: 09/03/2025

  September 3, 2025 
   
  Better Business Bureau 
  Online Complaint  
   
  No: 23738784
  Re: ****** *******
   
    
  Dear ********************************** correspondence is in response to a complaint filed by ****** *******. In his complaint, Mr. ******* details his experience with a ******* Galaxy A16 purchased from a Cricket Wireless store, which has been plagued by constant crashes, slow performance, and app failures despite multiple attempts to reboot and clear storage. He expressed frustration with the customer service experience, citing repeated transfers between Cricket Wireless, the insurance, and warranty departments, without resolving. He experienced unhelpful representatives and was disconnected when requesting to speak with a supervisor. Additionally, he expresses concern about the warranty replacement options, citing that he lacks a spare phone to use during the replacement process. He also reported repeated difficulties in contacting the warranty department for assistance. 
   
  We contacted Mr. ******* on August 13, 2025, to discuss his complaint. After reviewing his account, we confirmed that the phone was purchased from Cricket Wireless and is covered by the warranty. We apologized for the difficulties he experienced while attempting to exchange the device and informed him that we would provide him a return label for the defective device, and send a replacement. 
   
  The replacement device was delivered on August 18, 2025. On August 20, 2025, Mr. ******* confirmed by email that the device was fully activated.  However, on August 22, 2025, he contacted us again, reporting ongoing issues with the replacement. We contacted him on August 23, 2025, offered a full refund due to his dissatisfaction with the device model, and informed him we would send a new return label. Mr. ******* agreed, and we advised him that the refund check would arrive within ***** business days.
   
  
  Regards,  
   
  Cricket Wireless  
  Office of the President 
  ***************************************** NE 
  *******, ** 30319 
  
  

• Initial Complaint

  Date:08/11/2025

  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.

  Someone bought a phone without my authorization on Cricket. I was billed for the phone and the charge posted even after I cancelled my card. The phone arrived at my house, and I requested a return. A return request was made, but I never received a label. **************** told me to wait to receive the label, but a week passed and I never go t** I then decided to return to sender to the shipping address of the warehouse because no label was sent to my email and I did not want the phone. *** kept it at their store, never moved it, and sent it back to me. I paid $20 to return the phone back, loosing $20 out of the potential refund that could've gone smoothly. Cricket support in chat and phone was at no help at all, just following a script. Although the phone was delivered at the warehouse this week, I believe that Cricket will not issue the refund because they never 'received' the phone after 7 days of the return period even though I started it the day after the phone delivered. I'm at a loss at what to do. Phone value was $277.49 total.

  Business Response

  Date: 09/03/2025

  September 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23732891
  Re: Gio ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by Gio ******. In his complaint, Mr. ****** states that a device was purchased without his authorization from Cricket Wireless, leading to an unexpected charge of $277.49 on his account, which was posted even after he canceled his card. Upon receiving the device, he initiated a return request but did not receive a return label despite waiting for a week. Consequently, he attempted to return the device to the warehouse address, incurring a $20 cost, and *** returned the device to him. Although the device was delivered to the warehouse this week, he is concerned that Cricket Wireless will not issue a refund due to the return period, despite having initiated the return process promptly.
  
  We attempted to contact Mr. ****** on August 18, 21, and 26, 2025,but were unsuccessful. Should Mr. ****** still need assistance, he may contact *******, Cricket Wireless Office of the ********* Manager, at *************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 09/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, I was refunded in full a week after sending it. Thank you
  
  Sincerely,
  
  Gio A

• Initial Complaint

  Date:08/09/2025

  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.

  I had a pre paid credit on my account of $50. I had 2 lines on my account and went out of town. While I was gone a room mate had taken my phone from my room and removed it without my permission. He then called cricket and requested my line be canceled. I never authorized anyone to use my account or make changes. I had to call cricket and request my line be turned back on and the other line be canceled. They refused to do so unless I paid a $50 activation fee. I explained i had filed a report woth the police and they refused to turn my phone back on regardless. I dont feel I should have to pay for someone else taking my phone and pretending to be me removing or adding anything to my account. If thats the case why even have security pins or questions in the accounts. It does not state any were in my paperwork from cricket that anyone can be allowed to make changes to my account woth out my authorization because they have stolen or taken my phone with out my permission. I was not aware of this and was told because I knew the person that took my phone even though he did not know the security pin he would of been allowed to make the changes regardless. I feel that cricket does not value their customers and should of been able to track the calls to cancel and then the ******* call back to reinstate the line and added the fact that I informed them of the issue. They have no desire or intent to help me or see that I have already been made a victim and had no consideration for the situation. Refusing to return my credit to reinstate the number even though it had to be turned back on less then 24 hours later. Obviously this was not done by myself and should not of been done at all. Leaving me out of town woth no phone no way to contact them and forcing me to request to use another person I did t even knows phone to reach them.

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23725412
  Re: ****** *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** describes an incident where her roommate took her phone without permission and contacted Cricket Wireless to cancel her line, and she did not authorize it.Despite filing a police report and requesting the reinstatement of her line,Cricket Wireless required a $50 activation fee, citing that the changes were made by someone she knew, even though he did not have her security PIN. She expresses concern that **********************' policies do not adequately protect customers from unauthorized account changes and feels that her situation was not given the consideration it deserved, especially since her line was reinstated less than 24 hours later.
  
  We contacted Ms. ***** on August 20, 2025, to discuss her complaint. After reviewing the account, we found that her line was canceled on July 10, 2025. The investigation indicated that the person that made the changes had enough information to authenticate Ms. ****** account; therefore, they were able to access and make changes. Her line was resumed from cancellation the same day, requiring Ms. ***** to pay a reactivation fee,which she paid.
  
  We explained to Ms. ***** the portion of the Terms and Condition that state: You authorize us to provide information about and make changes to your account at the direction of any person who provides information sufficient to identify you, even if this person has not been designated as an Authorized User. More information can be found online at: ******************************************.
  
  We provided Ms. ***** with a one-time courtesy credit on her Cricket Wireless account for the amount paid to restore her line. Ms. ***** confirmed she was satisfied with the outcome and had no further questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:08/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had tried to switch my cell phone company to cricket on May 25, 2025. I wanted to keep my same number and I tried to transfer my number with cricket on the website and they said the could not transfer my number I would need to get a new number and they canceled my order because they said the transfer pin was incorrect. I ended up staying with straight talk. Cricket had charged my bank account $410.98 and the order was canceled ,cricket told me my money would return back to my bank in 10 days. It never returned so I disputed the fee with my bank. My bank tried to investigate but was unsuccessful and recharged my bank account $410.98. I then reached out to cricket and they said I need to dispute the fee with my bank because they see the order was canceled. I tried telling my bank that and my bank said cricket will need to return my money. I would like my money back, this charge has made my bank account go into the negative and I am very frustrated because I do not have cricket phone services and it's not right to charge me for phones an services that I do not even have or had.

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23724715
  Re: ****** *******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ****** *******. In her complaint, Ms. ******* states that on May 25, 2025, she attempted to switch her phone service to Cricket Wireless while retaining her existing phone number.However, the transfer was unsuccessful due to an incorrect transfer pin,leading to the cancellation of her order and a charge of $410.98 to her bank account. Despite being informed that her money would be refunded within ten days, the funds were never returned, prompting her to dispute the charge with her bank. The bank's investigation was unsuccessful, and they recharged her account for the same amount. Upon contacting Cricket Wireless, she was advised to dispute the fee with her bank, resulting in further complications as she does not have Cricket Wireless services and is facing financial difficulties due to this charge.

  We contacted Ms. ******* on August 12, 2025, to discuss her complaint. After reviewing the order information, we confirmed that after several attempts to transfer her phone number, the port process could not be completed, and the order was cancelled on May 28, 2025. We shared with her that after the order was cancelled, the refund was automatically process by Cricket Wireless; however,due to the dispute started with her financial institution, the refund process could not be concluded in this case.

  We informed Ms. ******* that we initiated a refund process via check, and she will receive it within 5-7 business days at the mailing address she provided. Ms. ******* confirmed that her concern was addressed and does not have additional questions regarding her case.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319                

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23724715
  
  I am rejecting this response because: It has been over 7 business days since I last spoke with Cricket Wireless, and I still have not received my refund. They did great on customer service, but there was no refund received.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 08/28/2025

  
  
  August 28, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23724715
  Re: ****** *******
  
  
  Dear ****************************** correspondence is in response to a rebuttal filed by ****** *******. In her rebuttal, Ms. ******* states that it has been more than seven business days, and she has not received her refund.
  
  We contacted Ms. ******* on August *******, to discuss her original complaint. After reviewing the order information,we confirmed that after several attempts to transfer her phone number, the port process could not be completed, and the order was cancelled on May 28, 2025. We explained that after the order was cancelled, the refund was automatically processed;however, due to the dispute started with her financial institution, the refund process could not be concluded in this case.
  
  We informed Ms. ******* that we initiated a refund process via check, and she will receive it within 5-7 business days at the mailing address she provided.
  
  We contacted Ms. ******* on August *******, and confirmed she received her refund check on August 25, 2025. She stated she had no further questions regarding her complaint.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319                                      

  Customer Answer

  Date: 08/28/2025

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