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

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1100 S 14th St Kingsville, TX 78363-6353

• 

  Cricket Wireless, LLC

  12018 W 95th St Lenexa, KS 66215-3803

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  Cricket Wireless, LLC

  13417 East Fwy Houston, TX 77015-5901

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:03/04/2025

  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.

  On March 3, 2025, at 7:00 AM (EST), I attempted to use my phone but received an automated message stating my line had been suspended due to a balance of $325.Earlier, at 1:50 AM (EST) on March 3, 2025, I received a message regarding my account changes (attached).While on hold at 9:00 AM, I received another text message regarding my current balance (attached).Upon speaking with a Cricket representative, *******, I was informed that my February 10, 2025, payment had been "charged back" from my ******** debit card (attached).I had neither requested nor authorized any chargeback. ******* provided me with a "chargeback" confirmation number: P54N8CK7NDO2T01 (attached).I contacted ******** via virtual chat and provided the alleged confirmation number. After thorough investigation, *** confirmed that no chargeback occurred and that the funds were deducted on February 12, 2025 (attached).1. Cricket Wireless falsely stated that my February payment was reversed, which my bank confirmed was untrue.2.Cricket suspended my service right before my next billing date (March 10, 2025), forcing me to pay $325 to reinstate service.3.Fraudulent Confirmation Number: The confirmation number provided by Cricket did not exist according to *********4.Unfair Business Practice: Cricket Wireless exploited the situation by misleadingly demanding an extra payment to maintain service, despite my February payment being fully processed.Requested Resolution:I request that Cricket Wireless refund $174 to my original payment method, as this represents an unjustified extra payment. A credit to my account for future service is NOT an acceptable resolution. I want my money returned.This situation reflects fraudulent billing practices, misleading customer service, and unethical handling of payments. If this issue is not resolved, I will escalate the matter further.I expect a written response within 5 business days addressing my complaint and confirming the refund.

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  Better Business Bureau? 
  Online Complaint
  
  No: 23016125
  Re: ******** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******** *******. In her complaint, Ms. ******* details an incident on March 3, 2025, when her wireless service was suspended due to a claimed balance of $325, despite her February 10, 2025, payment, as confirmed by ********. She was informed by a Cricket Wireless representative that her payment was "charged back," a statement that ******** refuted,confirming no such chargeback occurred. Additionally, the confirmation number provided by Cricket Wireless was found to be fraudulent, leading to her belief that Cricket Wireless engaged in unfair business practices by demanding an unjustified payment to restore her service. Ms. ******* requests a refund of $174 to her original payment method, as she asserts that the situation reflects misleading customer service and unethical handling of payments.
  
  We attempted to contact Ms. ******* on March 7, 10, and 13, 2025, but were unsuccessful. Should Ms. ******* still require assistance, she is encouraged to contact *********, Cricket Wireless Office of the President Manager.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:03/03/2025

  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 purchased a ***** plan online to activate on my cell. I was a spectrum customer and was porting over. I tried myself and was having issues. I contacted cricket in chat few times to help. Each time they blamed it on ******** and sent me back to them with no help. This point this whole time my phone wasnt working and i have a home business. It took over 2 hours but the phone was still messed up. All the help was from ********. They felt horrible I couldnt get help. Finally after all the stress and bs I told Spectrum this is ridiculous could you just take the phone number back? So it took some doing but thankfully they could. My phone wasnt working within 20 minutes. I contacted cricket 3 times each time asking for a refund for a service I couldnt and didnt use. One time the man kept me on the phone trying to reconnect me I literally had to tell him I wanted nothing to do with cricket i wanted a refund. I had to say refund 12 times. I have the screen shots of the whole conversation. He made some other crazy questions asking me if Id like help with the order. ORDER? I had to type refund four times in the screen. To which he replied well I cant do a refund. So he kept me on the phone 45 extra minutes and knew he couldnt do a refund s******* around wasting my time. Then I had to ask 8 times and 25 mins later for a manager before he said hold on please wait after 15 mins I hung up. STILL NO REFUND. I have wasted DAYS of my life with this company over 30 dollars. I will make sure no one ever uses this company i saved so many of the chats. Its unimaginable. You cant tell me a refund cant be processed and if its set up that way. Then cricket is a even bigger joke. ***** and HOURS of wasted time and work hours ill never see

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23015403
  Re: ***** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* details her experience attempting to activate a $30/month plan after porting her number from Spectrum. Despite multiple attempts to resolve the issue with Cricket Wireless customer service, she encountered repeated blame directed at Spectrum,resulting in her phone being non-functional for an extended period, which impacted her home business. After considerable frustration and time spent, she requested Spectrum to reclaim her number, which they managed to do promptly. However, her attempts to secure a refund from Cricket Wireless for the unused service were met with inadequate responses, prolonged conversations, and a lack of resolution, leading to significant dissatisfaction with the overall experience.
  
  We contacted Ms. ******* on March ******, to discuss her complaint. Ms. ******* informed us that she did not wish to discuss this matter with us and wanted her refund of the $30 she spent on the wireless services she could not use, and the conversation was abruptly ended.
  
  Although service payments with Cricket Wireless are non-refundable,we made an exception and refunded Ms. ******** $30 back to the original payment method. We advise Ms. ******* to allow 3 5 business days for the refund to be completed.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23015403
  
  I am rejecting this response because: At no time did I blame Spectrum for ANYTHING as you can see in my original complaint they were the ONLY ones that helped me when Cricket didnt. INTERESTING they claimed to have told me they would be issuing a refund within 3 to 5 business days. AGAIN never stated and to this date. Never received. I do have an email which was their LAST correspondence with me stating they again would be contacting me on March 10 to discuss this issue and go over the survey or interview and then could discuss refund options. I would be happy to include my response. I told the gentleman who stated he was from the ***************** who was obviously from a call center Id have no interest in speaking to anyone from Cricket they had my step by step of what happened and I would not be paying for what I didnt use and for a company whos customer service wouldnt help. It was obviously a no brainer to go back to the company that took the time to try to help. Cricket then held my refund to an interview as if I OWED THEM SOMETHING and needed to lose more time and more already addressed issues to get a refund. Hence hanging up the phone. I love how they twisted what has been stated from day one. So again the 30 dollars would be appreciated. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23015403
  Re: ***** *******
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ***** *******. In her rebuttal, Ms. ******* clarifies that she did not blame Spectrum Wireless for her issues, as they were the only company that helped when Cricket Wireless did not. She mentions that despite Cricket Wireless claim of issuing a refund within 3 - 5 business days, she has yet to receive it. Ms. ******* also references an email from Cricket Wireless stating they would contact her on March 10, 2025, to discuss her complaint, but she expressed her disinterest in further communication with them due to their inadequate customer service. Ms. ******* feels that **********************'s requirement for an interview to process her refund was unjust, especially given the circumstances. Ms. ******* is requesting a refund.
  
  On March 7, 2025, Ms. ******* replied to our contact email and requested we not communicate with her again regarding this complaint in any way. Even though we were unable to confirm to Ms. ****** we would issue a refund due to her do not contact request, we successfully processed her payment reversal to the original payment form used on March ******. We advise Ms. ******* to contact her financial institution for additional assistance as Cricket Wireless released the disputed funds.
  
  We respectfully request this complaint be closed, as we are unable to further assist Ms. ****************************
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 03/26/2025

   
  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. They never stated issuing a refund they stated they would discuss refund options at the time of the call. Anyway, the refund processed shortly after the last correspondence. Odd isnt it. I am glad to be finished with this and Thank YOU BBB for your help!
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/03/2025

  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.

  2/22/2025 I enrolled in crickets bridge pay service that allows me to split my bill into 2 or 3 payments and continue service. At that time I paid the $25 minimum due, to keep my service on. I called cricket customer service on 3/1/2025 @ *******, CST to enroll in the bridge pay extension which would split my $68 bill into 3 payments paid over 3 weeks, while keeping service active. After enrolling via *** and accepting terms of service, I made my second $25 payment via the mycricket app. On 3/2/2025 @ 12:37am cst my service was suspended and I was notified that I would need to pay $48 to resume service. I do not owe $48, I owe $23 and expect cricket to honor the payments I've already made. The error occurred within their ivr system and I as the customer should not be penalized

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23011964
  Re: ****** *****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ****** *****. In his complaint, Mr. ***** states that on February 22, 2025, he enrolled in ******************* paying the $25 minimum to maintain his service. After calling customer service on March 1, 2025, to enroll in a Bridge Pay extension that would split his $68 bill into three payments, he made a second $25 payment via the MyCricket app. However, on March 2, 2025, his service was suspended, and he was informed that he owed $48 to resume service, despite believing he only owed $23 and attributing the error to the *** system. He expects Cricket to honor the payments he has already made.
  
  We attempted to contact Mr. ***** by phone and email, on March 5, 10, and 13, 2025 but were unsuccessful. Should he still require assistance with his concern, we encourage him to contact ********, Office of the President Manager.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone service doesnt work. I switched over to cricket wireless and I realize that the customer service phone number which is only one phone number isthe same phone number for a complaint which they dont put in complaints. You cant get a hold of any manager because there is no managers Then theyre able to cuss at me and Im trying to be as nice as possible to these people, but I cant understand them at The English is broken. Its become a disaster to where I cant even pay my phone bill. They keep asking for more money and I feellike Im being ripped off and Im not getting what Im paying for my phone doesnt work. Ive made several complaints. No ones contacted me. No ones an effort and Im being called a liar and I have it on recording ******* times and when they dont wanna talk, they just hang up on you and it takes an hour every single time to get a of them and when I finally get a hold of them, theres no solution and thats all Im asking for is a solution. I dont feellike I need to be paying for a bill that or something that Im not getting Cricket wireless. I had the same problem before 10 of the employees at my job at **** or saying the same thing right now and I feel like were being ripped off. I feel like theyre telling us that theyre giving us something that theyre not.

  Business Response

  Date: 03/13/2025

  March 13, 2025
  
  Better Business Bureau? 
  Online Complaint
  
  No: 23007161
  Re: ******** *******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ******** *******. In his complaint, Mr. ******* states he has been experiencing issues with his wireless service after switching to Cricket Wireless. He reported difficulties in reaching Cricket Wireless customer care, encountering language barriers, and feeling disrespected by the representatives. Despite making several complaints, he has not received any follow-up or resolution, leading him to believe he is being overcharged for a service that does not function properly. Additionally, he notes that multiple colleagues at his workplace are experiencing similar issues. Mr. ******* is requesting assistance to resolve this issue.
  
  We attempted to contact Mr. ******* on March 4, 7, and 10, 2025, but were unsuccessful. Should Mr. ******* still require assistance, he is encouraged to contact *********, Cricket Wireless Office of the President Manager.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:02/25/2025

  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.

  02/04/2025 bought a ******* Galaxy A15 5G ( paid in full) from Cricket Store ***** *********. *******, Mi *****. I needed an Unlocked phone to use on my carrier(Mint Mobile). Asked the sales person if this would work. He said yes it would. I would just have a Cricket phone number for 1 month. My old phone is okay, just old and "buggy" so I didn't rush to switch my Sim card etc and get this new 1 going. Yesterday, tried to get the Sim switched and it would not work. The Galaxy is stating " this phone cannot be unlocked". Went back to Cricket store, and the employee was nonchalant and suggested I could sell it on E bay (because it was past 7 days). Got with Cricket in their Messages, and was in Messaging from 8:36pm until 10:15pm with ******** ***** Marsh, ******* and ***** explaining successively to each one my problem. Each one eventually said I have to have an active Cricket account for 180 days before I can unlock it. I have a yearly paid service with ************ I don't need or want to pay for a Cricket service. The store employee should not have said it would work with my carrier and sold me something I cannot use. So, it is a paid in full "brick" just sitting on my table. How can they sell Unlocked phones that won't unlock after I paid in full ? At 61 years old and a ******** Veteran, I don't ever remember a more pained, frustrating ,nonsensical series of unfruitful resolve in my entire life. If they could just Unlock the phone that would solve everything. If not, a refund should happen, seeing how it is basically a new unused phone. Thank you for your time.

  Business Response

  Date: 03/13/2025

  March 13, 2025
  
  Better Business Bureau? 
  Online Complaint?? 

  
  No: 22990983
  Re: ***** ******
  
  Dear ****************************** correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** states that on February 4, 2025, he purchased a ******* Galaxy A15 5G from Cricket Wireless,specifically requesting an unlocked phone for use with his *********** carrier.Despite being assured by the sales representative that the phone would work with his carrier, he encountered issues when attempting to switch his SIM card,as the phone indicated it could not be unlocked. After multiple interactions with Cricket's customer service, he was informed that an active Cricket Wireless account for 180 days was required for unlocking, which he found unacceptable given his existing service with ***********. Mr. ****** is requesting to unlock his phone or receive a refund.

  We contacted Mr. ****** on February 27, 2025, to discuss his complaint. After reviewing his account, we found that he used his device on the ********************** network for one month after activating the service on February 3, 2025. We explained to him the portion of the Cricket Wireless device unlock policy that requires a six-month tenure as per the Terms and Conditions of Service. Cricket Wireless Terms and Conditions can be found at: ******************************************.

  Since Mr. ******* device does not meet the unlock policy, we were unable to unlock it.We offered him two months of free service as a one-time courtesy to complete the required device tenure and provided him with the date his device would be eligible for unlocking. However, he declined our offer.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

  
  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22990983
  
  I am rejecting this response because: it makes no sense at all why you can't unlock my paid-for phone. BUT, you can miraculously unlock it after I give you money for service I do not want/need. If it is just a time thing(180 days), why can't I just wait and unlock it, instead of giving you more money? I'm sure the  technology is "there", and I'm sure you could unlock MY phone. You're just trying to squeeze a working man out of money he can't afford. Holey moley, this is just insane. Thank you for your time.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/25/2025

  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.

  Cricket Wireless uses AI for ***************** Horrible. And you can't do anything without a PIN. Even banks have security questions that allows access without a password. I've spent over 2 days trying to get a return label for a new iPhone 16 in the box. You cannot talk to anyone!! You can text but at any time they can go away and you have to start over with mind-numbing AI questions. Same questions, over and over. Cricket is set up for a corporation to make money by refusing service to the customer and not allowing resolution. THEY AVOID YOU. Ordered and paid for an iPhone 16 from Cricket Wireless, of which I'm a customer. The phone was for my grandson to help track his Type 1 diabetes. The morning after I ordered it I found out the other grandmother purchased an iPhone for him. I called to cancel the order and the *** said it already went to shipping. He said to wait until I get it and then call for a return label... no problem.Big problem. I've spent 2 days trying to get someone to mail me a return label. I've talked to someone in another country (over 40-minute conversation), who eventually transferred me to the ******************* then disconnected everyone when she hung up. Spent the next afternoon on a text with *****; she finally relented and sent me a link to get a return label, but when I tried to do that, they wanted an IMEI number, which can't be obtained from an unopened box. When I went back to ask about it, no human was there and AI started with the same dumb questions that had NOTHING to do with my problem. I'm sure whoever came up with this process got a big raise. It saves $$ on staffing and resolving any conflicts. Cricket promises a lot - easy online purchase, warranty coverage, returns. But they renege on the promises by just ignoring the callers. No humans are available. The BBB should rate them very low, and the US Attorney General should investigate them for taking lots of money from customers and lying about their service.

  Business Response

  Date: 03/13/2025

  March 13, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22990634
  Re: ***** *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** *****. In her complaint, Ms. ***** details her frustration with Cricket Wireless customer service, highlighting her difficulties in obtaining a return label for an iPhone 16 after realizing it was no longer needed. She expresses her dissatisfaction with the reliance on AI for customer interactions, which she finds unhelpful and repetitive, and notes that her attempts to resolve the issue have been met with long waiting times and disconnections. Despite her efforts to communicate with live representatives, she has encountered barriers such as the requirement for an IMEI number from an unopened box, leading her to feel that the company prioritizes profit over customer service. Ms. ***** believes that the lack of accessible human support and the overall experience warrants scrutiny from regulatory authorities.
  
  We contacted Ms. **** on February 28, 2025, to discuss her complaint.After reviewing the account, we found that she had not activated the new device she purchased. We apologized for the difficulties she faced when attempting to return the device and assured her that Cricket Wireless is committed to providing excellent customer service. Ms. ***** confirmed she wanted to return the device and receive a refund.
  
  We informed her about the 7-day return policy and sent her a return label. On March 3, 2025, we confirmed we had received the device. We told ******** that a refund was issued and advised her that the process takes 3 to 5 business days. She confirmed she was satisfied with the resolution and had no further questions.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:02/25/2025

  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 purchased a $60 Unlimited Plan. The system incorrectly started a Phone Number Transfer instead of giving me a New Number.Upon contacting Cricket to fix this, I was told I MUST PURCHASE ANOTHER INDIVIDUAL LINE FOR $15 IN ORDER TO FIX THIS.THIS IS PREDATORY BEHAVIOR AND UNACCEPTABLE.I am DEMANDING EITHER;1. Compensation in form of credit equal to what i paid.OR 2. A full ********** WILL comply or I WILL be contacting the *************************Your customer service is absolutely appalling and horrendous, and should be ashamed.

  Business Response

  Date: 03/27/2025

  March 27, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22987657
  Re: ***** *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** *****. In his complaint, Mr. ***** expressed dissatisfaction with the $60/month unlimited plan he purchased, as the system incorrectly initiated a phone number transfer instead of providing him with a new wireless number. After contacting Cricket Wireless for assistance, he was informed that he would need to purchase an additional individual line for $15 to rectify the issue, which he deemed predatory behavior. Mr. ***** demands compensation as a credit equal to his payment or a full refund. He has indicated that he may escalate the matter to the ************************ due to his frustration with the customer service he received.
  
  We contacted Mr. ***** on March 19, 2025, to discuss his complaint. After reviewing his account, we confirmed he was assigned a new wireless number and discovered he wanted to port his number to Cricket Wireless. We explained that we did not find a port request on his Cricket Wireless account and offered the option to start his port request to bring his number to Cricket Wireless. Mr. ***** declined the option and stated he was not interested in keeping his service due to the inconvenience he experienced.
  
  We apologized to Mr. ***** for his experience and thanked him for his feedback, Cricket Wireless strives to provide excellent customer service with every customer interaction. We explained to Mr. ***** that even though the payments are non-refundable, we made an exception and issued a refund. We advised him the refund process takes 3 to 5 business days to return to the original form of payment. Mr. ***** agreed with the resolution provided and had no other questions about his complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:02/25/2025

  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 received a promotion from Cricket Wireless stating that if I purchased the iPhone 13 for *****, I would just have to pay the next 3 months of service. I paid the 3 months of service and now theyre saying I still have to pay $60 a month despite me already paying for the next 3 months. They will not refund it and will not give me any credit other than $25. Ive spoken with a supervisor theyre saying theres nothing they can do since I became ineligible for the promotion after I already purchased it.

  Business Response

  Date: 03/13/2025

  March 12, 2025
  
  Better Business Bureau?
  Online Complaint
  
  No: 22987554
  Re: ******* *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** asserts that she received a promotion from Cricket Wireless for the iPhone 13 for $49.99,which required her to pay for the next three months of service. After fulfilling this requirement, she was informed that she still needed to pay $60 per month, despite having already paid for the service. Furthermore, she reports that the company has refused to issue a refund or provide any significant credit beyond $25, and a supervisor indicated that she became ineligible for the promotion after her purchase.
  
  We contacted Ms. ***** on February *******, to discuss her complaint. After researching her account, we explained that the promotion related to the iPhone 13 for $29.99 at the Cricket Wireless authorized retail store requires a payment for the first month of service only,under the $60/month unlimited plan. We informed her that the other charges reflected in the receipt belong to insurance, accessories, and an activation fee.
  
  We removed the insurance feature from ******** account as requested and offered a one-time courtesy credit for the inconvenience, which she accepted. We informed her that her experience was escalated to the executive leadership team for review further. Additionally, we provided her with information about her next due date and bill.
  
  Ms. ***** confirmed she understood the information and had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  

• Initial Complaint

  Date:02/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my phone hacked and by a person named ***** **********. I ended up. Having to suspend the line due to all the identity theft and accounts that had ***** minipulated and changed by this person. This person has been doing this for over 4 years. They stole from My home over 7 cricket phones. When I brought this to their attention they did not appear to be overly concerned. This person has comittted identity theft and cost me over three jobs due to the my personal information being breached. I asked them to please look into the phone line and help me to deal with this issue I a swift way. They did nothing to help me. I have lost hundreds of dollars and all of my private information has been made public and I have been exploited by this person. In the attachment you can see **** of the phones that had been stolen and time stamped of my phone in two places at once and the data that I never used sky high

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22978750
  Re: ******* ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ******* ******. In his complaint, Mr. ****** explains a distressing situation involving identity theft perpetrated by an individual named ***** **********, who has been manipulating his personal information for over four years. Mr. ****** reports that he had to suspend his phone line due to the extensive identity theft, which included the theft of seven Cricket phones from his home. He expresses frustration over the lack of concern shown by the company when he reported these issues, which have resulted in the loss of multiple job opportunities and significant financial damage. He adds that his private information has been compromised and exploited. Mr. ****** is requesting assistance to resolve his issue.

  We attempted to contact Mr. ****** on February 25, 27, and March 3, 2025, but were unsuccessful. To investigate Mr.******s concerns, we need to be able to communicate with him. Should he still require assistance with his concern, we encourage him to contact ********,Office of the President Manager.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  
  

  
  

• Initial Complaint

  Date:02/22/2025

  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 partial payment in the amount of $25 on Thursday February 20, 2025 at 6:14pm via online to setup Bridge Pay which allows you 7 more days of service without being disconnected. It acts as a payment extension. I received a confirmation text message stating my payment was received. My services was suspended on today Saturday February 22, 2025 and it should not have been suspended because I made payment. I called in and spoke to a customer care *** name ****** who stated my service was suspended due to partial payment. I advised him I made the $25 payment which is what I was told to make via chat setting up bride pay. He said I should have called in to make payment. And he couldnt do anything to help me I would need to pay $40 balance. I advised him if I had the $40 then I would have made my entire payment thats was the point in setting up bridge pay. He didnt help me at all. I requested a supervisor he transferred me to ******** she stated she couldnt assist me. I needed to make payment of $40. I asked to speak to a manager and she transferred me to ******** at 1:18pm on 2/22/25 she stated she couldnt help me I had to pay it. I advised her I have a disabled child and this was my only source of communication and I needed my phone turned back on. I proactively made the payment to prevent this from happening and my service is still off. The customer service I received from ******************** was completely horrendous to say the least. I have never been treated as such and not been helped. This is the absolute worst cellular company. And I plan on posting my experience of all of my social media platforms and sending a formal complaint.

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22978504
  Re: ****** ********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** ********. In his complaint Mr. ******** states that he made a partial payment of $25 on February 20, 2025, to set up Bridge Pay, which should have allowed him an additional seven days of service.However, his service was suspended on February 22, 2025, despite receiving confirmation of his payment. Mr. ******** expressed frustration after speaking with multiple customer service representatives, who informed him that he needed to pay a total of $40 to restore his service, leaving him feeling unsupported,especially given his circumstances with a disabled child.
  
  We attempted to contact Mr. ******** on February 24, 27, and March 3, 2025, but we were unsuccessful. To investigate Mr. ******** concerns, we need to be able to communicate with him. Should he still require assistance with his concern, we encourage him to contact *******,Office of the ********* Manager.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********