Complaints

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

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

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

• 

  Cricket Wireless, LLC

  112 W 87th St STE M5 Chicago, IL 60620-1318

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:06/26/2025

  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 called in February to get phone records and to shut my daughters phone off come to find out they have been over the last 3 months for her phone and I would like the bill credited accordingly for the over charge the last 3 months

  Business Response

  Date: 07/23/2025

  July 23, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23525055
  Re: ******* ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ********. In her complaint, Ms. ******** stated that she called in February to obtain phone records and to request the disconnection of her daughter's phone. However, she discovered that the phone had been active for the past three months, resulting in unexpected charges.Consequently, Ms. ******** is seeking an account credit for the charges during this period.
  
  We contacted Ms. ******** on July ******, to discuss her complaint. After reviewing her account, we found that her daughters line had been canceled on June 4, 2025. We explained the Cricket Wireless Terms and Conditions of Services state that the 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 are usually non-refundable, we made an exception and offered Ms. ******** an account credit for the months of service she unknowingly paid for, which she accepted. We explained her upcoming balance, and Ms. ******** confirmed she was satisfied with the resolution.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:06/26/2025

  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.

  My name is ***** ****** i went into the cricket store in *************** in 06/24/25 the phone I had was locked from another carrier all I want is my money back

  Business Response

  Date: 07/23/2025

  July 22, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23518006
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** states that she went to a Cricket Wireless authorized retailer in *****, **, to activate a new service with her own device, on June 24, 2025. She later found that she would not be able to use her device because it is locked to a different carrier. Ms. ****** is requesting a refund.
  
  We contacted Ms. ****** on July ******, to discuss her complaint. After reviewing her account, we confirmed activation on June 24, 2025, and noted over 15GB of mobile data usage since activation. ********* informed us that a store representative provided a free device, which allowed her to use the service. Despite this, she chose not to continue with Cricket Wireless.
  
  We explained that, per Cricket Wireless Terms and Conditions, service payments are non-refundable,transferable, or redeemable for cash. However, as an exception, we offered her a return label to send back the device and agreed to refund her once the device was received. Ms. ****** confirmed she would return the device upon receiving the label.
  
  We attempted to contact Ms. ****** on July 10, 14, and 18, 2025, without success.The return label was successfully emailed to her, but we have not received confirmation that the device has been returned. Should Ms. ****** still require assistance with the refund request, she may contact *****, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:06/26/2025

  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.

  El da 25 ******** del 2025 llegue a las 12:50 pm. a la tienda de cricket a preguntar por una promocin que tenan de unos telfonos iphone, y la representante de la tienda que me recibi me confirmo que tenan la promocin disponible, yo le pregunte que si los telfonos eran nuevos y ella me contesto que ***** pidi mi fecha de nacimiento y la contrasea de la cuenta de la compaa de telfono que tengo actualmente, le di todos mis datos y cuando iba a programar el telfono que me iba a entregar note que lo escondi debajo del escritorio de donde me estaba atendiendo, yo le pregunte que si poda ver el telfono y ella me mostr el que me iba a entregar y ya estaba usado, la caja estaba abierta, le dije que ese telfono no era nuevo y ella me dijo que ese era solo una muestra, que iba por mi telfono nuevo, solo paso una puerta y de inmediato regreso me dijo que si no quera ese telfono entonces no me poda activar un plan y que me tenia que salir de la tienda, trate de comunicarme con la compaa cricket wireless aun estando dentro de la tienda para hablar con un supervisor y reportar el problema pero, la representante de la tienda me dijo que me tenia que ir porque si no me salia de la tienda, iba a llamar la polica y les iba a decir que yo estaba molestando a los clientes, y me fui de ah, trate de reportar el incidente a la compaa cricket pero los telfonos que tienen de servicio al cliente solo responde una maquina y no hay forma de hablar con un representante ni dejar mensaje, estos son los nmeros de cricket a los que llame **************** - 1 (800) cricket cuando llame a cricket la grabacin dice que puedo solicitar un reporte de mi informacin, que no sea compartida y que sea eliminada de sus registros pero no da acceso a hacerlo.Atte. ******* ******* mi numero de telfono es **************

  Business Response

  Date: 07/16/2025

  July 16,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23520691
  Re: ******* *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* *******. In his complaint, Mr. ******* details an incident that occurred on June 25, 2025, at an authorized Cricket Wireless retail store where he inquired about a promotion for iPhones. Upon confirming the availability of the promotion, the store representative requested his personal information, including his date of birth and his current carrier account password. However, when he noticed that the iPhone presented to him was used and not new as promised, the representative informed him it was merely a demo device and subsequently insisted he leave the store, threatening to call the police if he did not comply. Mr. ******* attempted to contact Cricket Wireless customer care for assistance but was unable to reach a representative due to automated responses, leaving him without a resolution. Mr. ******* is seeking assistance to resolve this inconvenience.
  
  We contacted Mr. ******* on June 30, 2025, to discuss his complaint. Mr. ******* confirmed that he was not a Cricket Wireless customer and did not activate the service. We apologized to him for his in-store experience. We offered to assist him with purchasing the iPhone and porting his wireless number to Cricket Wireless, with a month of free service included. ********** confirmed that he did not want to activate services with Cricket Wireless.
  
  We explained to Mr. ******* that his experience has been shared with our executive leadership team for further internal review. Mr. ******* acknowledged and confirmed he had no further questions regarding his complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:06/25/2025

  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.

  I changed payment information online and went to the store to verify it was processed. Hannah ****** stated it was all set and would auto draft payment June 23. Today the service was shut off because information was pulled from a prior debit card. Cricket is now stating I must pay a reconnect fee when the information was provided and bot updated within their system. Requesting payment made for services not received and cost of unnecessary fee.

  Business Response

  Date: 07/15/2025

  July 15, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23520231
  Re: ****** *********
  
  
  Dear ********************************** correspondence is in response to a complaint filed by ****** *********. In her complaint, Ms. ********* states that she updated her payment information online and confirmed the change with a store representative. She was told her payment would auto-draft on June 23. ******************* was disconnected because the system used her old debit card for the payment. Cricket Wireless then informed her that a reconnect fee was required, even though she had provided the updated information that was not reflected in the system. This resulted in a charge for services she did not receive and an unnecessary fee.
  
  We attempted to contact Ms. ********* on June 29, July 3, and 7, 2025, but were unsuccessful. Should Ms. ********* still need our assistance, she may contact ********, Cricket Wireless Office of the ********* Manager, at ************.
  
  
  Regards, 
  
  
  Cricket Wireless ? 
  Office of the *********?? 
  ***************************************** NE? 
  *******, ** 30319
  

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in to get cricket wireless, there were some issues, but i had an apt and tild them i would come back in the morning as i had to leave. Went in the next day and after 5 hours of the manager, ***** helping me it, did not work. I asked for a refund as I had already paid. She said we have to call and get the authorization number to do it.I spent literally hours on the phone with customer service and they refused. The service does not work for me and they refuse to give a refund. I didn't even have the service 24 hours, spent ***** with no service. They said "that's to bad." We can put in a ticket, I asked what that would do and she said the ticket will move through the system faster. I asked what the ticket does and she said it just notifies the management my service doesn't work, but will not "fix" the problem. I said but my phone doesn't work, i cant wait weeks or months for you guys to get back to me, i need my phone as i work remotely. I just want a refund as they did not provide any service as promised. Even *****, who is the manager, told the customer service *** on the phone (her name was ********)that i should be issued the refund as no service was ever provided. ***** did EVERYTHING possible to get it to work and it would not. I don't feel i should have to pay for a service that was never provided.

  Business Response

  Date: 07/22/2025

  July 22, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23344436
  Re: ********* ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ********* ******. In her complaint, Ms. ****** describes her experience with Cricket Wireless, where she faced issues during her initial appointment and returned the following day for assistance. Despite spending five hours with the manager, the service remained inactive. She requested a refund of $98.44 but was told by customer service that a refund required an authorization number. Her refund request was denied, even though the manager confirmed that no service was provided. Ms. ****** emphasized her urgent need for a working phone for remote work and expressed frustration over the unresolved refund.
  
  We contacted Ms. ****** on July 3, 2025, to discuss her complaint. We requested Ms. ****** the Cricket Wireless phone number associated with her request, as this information was not shared in the initial complaint. She explained that she did not recall the Cricket Wireless phone number and did not have the purchase receipt available. We explained to Ms. ****** that to find an account, we must have the wireless number to research and authenticate the Cricket Wireless account associated with it. Ms. ****** expressed dissatisfaction with the information shared, and the call was ended.
  
  We attempted to contact ********* via call and email on July 5, 2025, but were unsuccessful. She replied to our email and explained that she did not have any information from the Cricket Wireless account anymore.
  
  We emailed Ms. ****** on July 16, 2025, to inform her we had found an account using alternative search methods and advised her we must process the authentication via phone call to complete her refund request. Furthermore, we asked for the best time to contact her, but we did not receive a response. Should Ms. ****** still need assistance,we encourage her to contact *******, Cricket Wireless Office of the ********* Manager, at ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23344436
  
  I am rejecting this response because:
  
  I sent Cricket a reply email to call me (and gave them my number) as I was not given a contact number for them in the email, just that they want to talk to me. I am waiting to see if they call me back.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 07/26/2025

  July 26, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23344436
  Re: ********* ******
  
  
  Dear ********************** correspondence is in response to a rebuttal filed by ********* ******. In her rebuttal Ms. ****** states that she had sent Cricket Wireless a reply email to call her. She states that she was not given a contact number. Additionally, she confirmed that she is currently waiting to see if they call her back.
  
  We contacted Ms. ****** on July 22, 2025, to discuss her rebuttal. After properly authenticating the account,we confirmed that her account has been canceled since July 16, 2025. In her original complaint Ms. ****** requested a refund for unused services. 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 informed Ms. ****** that,although payments are non-refundable, we made an exception and issued her a refund. We explained that the refund check would arrive by mail within 7 to 10 business days. She confirmed she was satisfied and had no additional questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23344436
  
  I am rejecting this response because: 

  I was contacted by Cricket, we agreed to a refund, to be delivered by ***, as stated in their reply to you. I was told in 5 business days. Then they sent an email saying 7 to 10 days. Then I got a voicemail from some guy from Cricket saying it would be 10 to 14 days. Every few days they push the timeline back. So untill I actually receive the refund, I don't feel this is actually over. I am waiting until I actually receive the refund before I send a satisfactory resolution for this matter. Thank you.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:06/25/2025

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Cricket Wireless regarding their international calling service. I paid for international calling, but the service did not work as advertised. Despite multiple attempts, I was unable to complete any international calls or text.I contacted customer service, and the representative informed me that I had to be physically located in the ************* for the service to work. I am currently in the ***** and the service still does not function.I am requesting either a credit or a full refund for the amount I paid for this service.Thank you for your attention to this matter.

  Business Response

  Date: 07/15/2025

  July 16,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23517252
  Re: ******* ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ******. In her complaint, Ms. ****** states that despite paying for an international calling service with Cricket Wireless. She was unable to complete any international calls or texts. She contacted Cricket Wireless customer care and was informed that the service required her to be physically located in *****************,which she confirmed she was, but the service still did not function properly. Ms.****** requests assistance to resolve this issue.
  
  We contacted Ms. ****** on July 3, 2025, to discuss her complaint. After reviewing her account, we confirmed she had added the Cricket international feature to her plan. Ms. ****** stated she was misinformed and believed the feature would work while she was in ****. We clarified that the Cricket Wireless international feature allows customers to make phone calls and send text messages from ***************** to other countries, but does not provide services while abroad.We also informed Ms. ****** that, per Cricket Wireless Terms and Conditions,service charges are nonrefundable. More information can be found online at: ******************************************.
  
  Although payments are usually non-refundable, we made an exception for Ms. ******. We removed the international feature from her account and credited her account for the service charge. Ms. ****** agreed with this resolution and confirmed she had no further questions.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:06/25/2025

  Type:Order 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 service ended on 6.21.2025 when my number was ported to xfinity. On 6.22.2025 I had no active service or contract with cricket wireless. On 6.23.2025 they billed me for the next upcoming month but I was no longer a customer. They even sent me the standard sorry to see you go emails.

  Business Response

  Date: 07/14/2025

  July 14, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23514483
  Re: ***** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ****. In his complaint, Mr. **** stated that his service with Cricket Wireless ended on June 21, 2025, when his number was ported to Xfinity Wireless. He noted that on June 22, 2025, he had no active service or contract with Cricket Wireless, yet on June 23, 2025, he was billed for the upcoming month despite no longer being a customer. Additionally, he received the standard "sorry to see you go" emails from the **********. **** would like to be refunded for the last payment processed for his Cricket Wireless account.
  
  We contacted Mr. **** on July 2, 2025,to discuss his complaint. After reviewing his account, we found that his Cricket Wireless account was canceled on June 22, 2025, after transferring his wireless number. We informed him that his monthly Auto Pay transaction was processed on June 21, 2025. We explained to Mr. **** 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. The full Terms and Conditions can be found at: ******************************************.
  
  While payments are usually non-refundable, we made an exception for Mr. **** and refunded his last payment to the original payment method. We explained it would take 3-5 business days for the refund to process. Mr. **** confirmed he was satisfied with this resolution.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:06/23/2025

  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.

  I purchased service several years ago with Cricket. They have been overcharging me for service and fees. This month I was charged $50 for 7 days. Fir the remaining month they asked for $90.00 for 2 lines. I switched to ******* to get out this deal. This rate plan and fees are not helping anyone. Cricket is ripping off everyone with the high fees. A customer should not have to penalized for paying their bill late. The late payment fee is $50. After 7 days, I had to pay for a full month of service in addition to the $50 extension fee. This has been going on for years on my account. I am paying a prepaid bill that could actually get me a new iphone and service with the top phone companies. I am glad to be with ******* and paying way less without an extension fee the same as my monthly bill amount. I also was charged for my second line which I did not have a device for 4 months: ************. I let Cricket know that my device was stolen and they still charged me full price for a line that did not have a device. I am asking that Cricket refund me $300.00 for all of the fees they have overcharged me.

  Business Response

  Date: 07/15/2025

  July 15,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23504761
  Re: ******* *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* *****. In his complaint, Mr. ***** reports being overcharged for services and fees over the years. He cites a recent $50 charge for 7 days, followed by a request for $90 for two lines for the rest of the month. He is frustrated by the $50 late payment fee, which he feels is unfair.Additionally, Mr. ***** states he was charged for a second line without a device for four months after reporting his device stolen. He is requesting a refund of $300 for the excessive fees he has incurred.
  
  We attempted to contact Mr. ***** on June 30, 2025, but were unsuccessful. ******** responded to our e-mail and requested a $50 refund for the unused service. We responded and informed him that we must authenticate his Cricket Wireless account as part of our security and privacy policy over a phone conversation before we can start our review of his account.
  
  We attempted to contact Mr. ***** again on July 3 and 7, 2025, but unfortunately, we were still unsuccessful. Mr. ***** responded via e-mail and confirmed that he had disputed the amount in question with his financial institution and did not need to discuss his complaint any further over the phone.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 07/15/2025

  I am rejecting Crickets response because, although I received a phone call, I prefer all communication be handled through the BBB platform.
  
  Ive contacted Crickets customer service multiple times and have been denied a refund seven times. Calls are often dropped or rushed by agents who follow scripts and provide no real help. I no longer have the energy to deal with this over the phone.
  
  I am requesting a refund of $300:
  
  For the unused line (656-224-7805)
  
  For the late fee on line *************)
  
  
  If this is not resolved, I will dispute six months of charges through my bank. Ive already switched to AT&T, which offers a ***** period and fair billing practicesunlike Cricket, which charges $35$50 to restore service for only seven days, then restarts billing and suspends again.
  
  This constant disruption has thrown off my budget and created ongoing financial stress. Im asking Cricket to take responsibility and issue the refund before I escalate further. Once an agreement is reached on this BBB platform. I'll gladly call Cricket and authenticate my account with the pin number and address.
  

  
  Sincerely,

  
  ******* *****

  ******************************;

  Unit #***

  *****, ******* 33617

   

  
  

  Business Response

  Date: 07/30/2025

  July 30, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23504761
  Re: ******* *****
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ******* *****. In his rebuttal, he expresses dissatisfaction with how Cricket Wireless is handling his refund requests and expresses a preference for all communication with Cricket Wireless to be conducted through the Better Business Bureau platform rather than over the phone. He states that he has been denied a refund seven times despite multiple contacts with Cricket Wireless customer care. He reports that phone calls often result in dropped connections or rushed conversations with agents who provide scripted responses without real assistance. Mr. ***** has switched to AT&T due to their fair billing practices and grace ******* citing ongoing financial stress caused by the Cricket Wireless billing cycle and service restoration fees. ******** is requesting that Cricket Wireless take responsibility and issue a refund for the unused service related to one of his wireless numbers and reactivation fees before he escalates the matter further.
  
  We sent Mr. ***** an email on July *******, to inform him that we must communicate directly with him to effectively address his concerns. Mr. ***** responded by providing information to authenticate his wireless account. After reviewing his account, we informed him that he processed a partial payment of $55 to enroll his account in BridgePay on June 14, 2025; ********* gives 7 days of service. His BridgePay due date was June 20, 2025, and his wireless account was cancelled due to his wireless numbers being ported to a different carrier. Therefore, he was not charged any other fee after that date.
  
  Regarding his refund request related to one of his wireless numbers not being used, we informed him that we found voice and data usage from January 2025 to April 2025, but we did not find any usage from May 2025 to June 2025. We explained that even though payments are non-refundable, we would make an exception and initiate a refund for $135 to the original method of payment. This refund is for the $55 he paid to enroll to *********, plus $80 for the two months he did not use the one numbers. ******** accepted our offer and confirmed his card information need to reverse the payments.
  
  On July 21, 2025, we communicated to Mr. ***** that we had processed two refunds of $55 and $80 to his original method of payment and explained that the refund process typically takes between 3 to 5 business days to complete. On July 26, 2025, Mr. ***** contacted us and stated that the refund went to the wrong card and asked us to cancel the reversal. We explained that the funds were reversed according to the card information he provided,and we would not be able to reverse the funds back to Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have cell service through Cricket Wireless. My phone is under warranty. It is a flip phone with a touchscreen that folds open and closed. I flipped the phone open and the screen material peeled away from the phone. The phone was not dropped. There is no damage anywhere on the phone. This is a defect in material and workmanship. Cricket denied the warranty claim and said I would have to file an insurance claim. I ***orted this issue to Cricket several weeks ago and the *** was processing my warranty clam. Then she told me I would be without my phone for a minimum of 5 days. I told her I would get back with them as I own a business and cannot be without a phone. Now they are denying the warranty claim and said I would have to file an insurance claim. This phone has no damage other that the material separating from the phone when I flipped it open. They need to come clean and honor the clam.

  Business Response

  Date: 07/17/2025

  July 17, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23500616
  Re: **** **********
  
  
  Dear ********************** correspondence is in response to a complaint filed by **** **********. In his complaint, Mr. ********** reports that his touchscreen flip phone, covered under warranty with Cricket Wireless, developed a defect where the screen material peeled away from the device without any prior damage. Although he initially filed a warranty claim weeks ago and it was accepted, he was told he would be without his phone for at least five days, which significantly impacts his business. Later, Cricket Wireless denied the warranty claim and advised him to file an insurance ********. Rothschild believes this is unfair, given the nature of the defect, and is seeking a resolution that honors the original warranty for material and workmanship defects.
  
  We contacted Mr. ********** on June 26, 2025, to discuss his complaint. Mr. ********** explained that his phones screen went black and has been unusable since, with no physical or liquid damage. We informed him that we would send him a return label to return the defective device, and we would send a replacement device. On June 30, ******* confirmed with him that he received the replacement device, and he shared that he had already activated it.
  
  We confirmed his services were working as expected. Mr. ********** confirmed that he was satisfied with the resolution provided and had no further questions for Cricket Wireless regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have add service with cricket wireless for over 3 years- 2 lines in the account. I decided I no longer wanted to pay for cricket wireless service so I purchased SIM cards and service from a new wireless character. I went through cricket to transfer the numbers to the new carrier. After transferring the numbers cricket then locks the device. I was app to unlock one device and it is now working under the new carrier, but the 2nd device is still showing cricket has the phone locked. After speaking to agents via chat and 2 agents via phone(one hung up in my face when I asked for ID number to make a complaint and then did another chat where I am now being told my device cant be unlocked because I have only had service for 29days which is a lie. I also can not uninstall the myCricket app and the representatives are refusing to help me and refusing to unlock my device(that I own) unless I use cricket service for another 151 days- my cell service has already been repurchased for 3 months and I will not pay for service with cricket for 5months! I need help as cricket refuses to unlock my device

  Business Response

  Date: 07/09/2025

  July 10, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23494310
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In response to her complaint, Ms. ****** states she had service with Cricket Wireless for about three years before transferring both lines to a different carrier. After the transfer, Cricket Wireless locked both devices. She successfully unlocked one device, but was unable to unlock the second. When she contacted customer care, she was hung up on, and the agents refused to provide their employee ID for her to report them. Later, she was told the device could not be unlocked because it had only been used for 29 days,and it must be used for 151 more days of service. Ms. ****** is requesting assistance to unlock her device, as she does not want to continue paying for Cricket Wireless service.
  
  We contacted Ms. ****** on June *******, to discuss her complaint. After reviewing her device information, we found that her device was not eligible to be unlocked as it has only been used 81 days with active Cricket Wireless service and does not meet the Cricket Wireless device unlock policy requirements. She informed us that the device would not reflect the six-month usage because it was a replacement she had received after filing an insurance claim and assured us that the original device had been used for over 6 months. Ms. ****** agreed to send us documentation supporting the insurance claim and replacement process.
  
  On June 26, 2025, after the verification of the documents shared, we informed Ms. ****** that we had confirmed that her original device was replaced and met all the unlocking requirements before updating her information to her replacement device. We explained to her that we would override the unlocking tenure requirement of her replacement device, and we provided her with the steps to complete the unlocking process through myCricket.
  
  Ms. ****** confirmed that she was able to unlock her device and stated that no additional assistance was needed from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********