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, LLC

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

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  Cricket Wireless, LLC

  1030 Norwood Park Blvd STE 406 Austin, TX 78753-6610

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

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up on feb 3rd and paid ***** for service but they were not able to use the phone number I had with prior company and I informed them i do not want any new number and to cancel the service and refund my money since its still the same day and I ddnt get to use the service. They said they would cancel acct and send refund within 7-10 days; its not Feb 21 and no refund has been made. I called back and the *** and supervisor both said I cannot receive the refund even though I didnt use the service.

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22972473
  Re: ********* ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ********* ******. In Ms. ******** complaint,she states that she signed up for service on February 3, 2025, and paid $55.69;however, she was unable to use her prior phone number and requested to cancel the service since she did not want a new number and did not use the service.Despite being informed that her account would be canceled and a refund processed within 7-10 days, as of February 21, 2025, no refund had been issued.She contacted customer care where a representative and a supervisor informed her that she would not receive a refund, despite not utilizing the service.
  
  We contacted Ms. ****** on March 3, 2025, to discuss her complaint. After reviewing her account, we found that the account was activated on February 7, 2025, and was canceled the same day. We discovered that the wireless number on the account was a new ********************** number that had been assigned to her. 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 provided Ms. ****** the option to port her wireless number to Cricket Wireless and help her with the activation process. She confirmed she had already activated service with another carrier. We shared with her that even though payments are non-refundable,we made an exception for her and issued a refund. We advised her the process takes 3 to 5 days to receive the refund to the original form of payment.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:02/20/2025

  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 signed up to move my service to cricket and then i was hacked at the store when store clerk connected it to wifi and then then i want to get a new phone after days of back an forward the districk manager said he would give me a new phone edhat and then the store clerk dleted my esim said phone had to be wiped in the store then when she went to finish the process she need the esim to get a code and i was in the stor 4 or 5 hours and she they it was two hispanic ladies were not able to get my phone account unlocked for code i was in stor ewith my id and i set it up there they made me buy a nr=ew line saying they could add it and unlock it that way then turn around and say they cant do that after i buy a new line that i dont need so finally got it unlocked someone called from cricket and now it has happed again and i went back to the store the fat agent called support and kept calling me a he and im trans and look nothing like a he i told her to stop her s*** she called police on me an i still do not have access to my number or account

  Business Response

  Date: 02/28/2025

  February 28, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22966224
  Re: ****** *******
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ****** *******. In his complaint, Mr. ******* states that he ported his number to Cricket Wireless at a Cricket Wireless store. He states that he requested a replacement device after the representative connected his device to the stores WIFI because he suspected it was hacked.After a few days, the District Manager approved the replacement request. While returning the original device, the store representative deleted the E-sim;therefore, he was unable to receive the verification code necessary for the activation of the replacement device. They advised him that he could pay for a 2nd line to be added to the account, so they could unlock the account, but it did not work, and he eventually managed to unlock his account after receiving a call from Cricket Wireless on a different date. Upon returning to the store for follow-up, he experienced rude customer service and was ultimately asked to leave, with threats of police involvement. Mr. ******* is requesting a resolution to this issue.
  
  We contacted Mr. ******* on February 24, 2025, to discuss his complaint. He requested that we not contact him anymore as he is working on taking legal action against Cricket Wireless. Should Mr. ****** still require assistance, he may contact *****, Cricket Wireless Office of the President Manager.
  
  
  Regards,
  
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:02/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ID: **************** order was placed and got charged for it however there was issue with transfere and chat agent asked to cancel it and reorder it again promising me that the promotion would still be applicable. she canceled order and left the chat immediately. tried calling them by phone and no one picked up at all.

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22946027
  Re: ***** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** *******. In his complaint, Mr. ******* states that he placed an order and was charged for it; however, there was an issue when transferring his services from another carrier to Cricket Wireless. A chat representative advised him to cancel the order and reorder it, assuring him that the promotion would still be applicable. After canceling the order, the agent abruptly left the chat. ********** then attempted to reach our customer care line, but no one answered his calls.
  
  We contacted Mr. ******* on February 24, 2025,to discuss his complaint. After reviewing his order information and confirming that his order was canceled, we offered him assistance to restart the process of porting into Cricket Wireless by submitting a new order, he stated that he would like to have his initial promotion that was associated with his ********. Khanjar shared via email the details of his order, and we offered a follow-up for February 25, 2025, to validate the promotion.
  
  On February 25, 2025, after validating his order information, we informed him that the promotion he shared with us was not an existing promotion that Cricket Wireless currently offers; however, we offered him a similar promotion that was available; but he declined our offer,stating he would not take the promotion and preferred to maintain his services with his current provider. We recommended that he visit the Cricket Wireless website for future promotions.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:02/14/2025

  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.

  Dear Cricket Wireless,I am writing with an urgent and emotional plea for your immediate attention. Over the months of December 2024 and January 2025, I have been the victim of SIM swapping on multiple occasionsspecifically on December 21st, December 23rd, December 31st, and January 28th. During this period, my SIM card was swapped several times, and the **** numbers were altered, leading to severe consequences, including identity theft and significant financial hardship.This situation has completely disrupted my life. I was forced to shut down my business, which I had worked tirelessly to build. I also had to withdraw from a mentorship program that I had paid $5,000 for. I have called Cricket Wireless on numerous occasions, and I have records of all the phone calls and chat conversations. While most representatives were consistent, I encountered a few who lied or were less than truthful. Even someone from the ***************** failed to provide honest answers or take responsibility for the ************ mid-December, I stopped receiving all calls and text messages, but at the time, I did not correlate this with SIM swapping, as I was unaware this was even a possibility. It wasnt until I started receiving notices about accounts being opened in my name that I realized the severity of the situation. This has caused extreme distress, and I am struggling to recover from the devastating impact this has had on my personal and professional life.I am requesting immediate contact from a representative at Cricket Wireless to address this issue. I need answers and, most importantly, resolutions that will allow me to recover the financial loss Ive endured. If I do not hear from Cricket soon, I will be forced to seek legal counsel to explore my options, including pursuing legal action. Please understand that this is my last attempt to resolve this matter directly with you. This is not a threat, but I have no other option left.

  Business Response

  Date: 03/03/2025

  March 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22942135
  Re: ******* *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** states her experience of being a victim of SIM swapping on multiple occasions,specifically on December 21, 23, and 31, 2024, and January 28, 2025, which led to identity theft and significant financial hardship. She reports that this situation forced her to shut down her business and withdraw from a paid mentorship program, causing severe disruption to her life. After contacting Cricket Wireless, she encountered inconsistencies in the responses from representatives, including a lack of accountability from someone in the ****************** Ms. ***** states that she stopped receiving calls and texts, realizing the gravity of the situation only after receiving notices of accounts opened in her name, which has resulted in extreme distress and a struggle to recover from the impact on her personal and professional life.
  
  We contacted Ms. ***** on February *******, to discuss her complaints, which were initially received from different agencies. After thoroughly investigating her account, we did not find evidence of any unauthorized changes made to her Cricket Wireless account. We confirmed that in October and November, the only activity on her account was related to her monthly service payments. We discovered multiple **** changes in December 2024,January, and February 2025, and confirmed her Cricket Wireless account was authenticated before each change was completed. Ms. ***** confirmed to changing her devices several times. We explained to Ms. ***** that when a physical SIM card is moved from one device to another, the **** number associated with that SIM card will be updated automatically on her account.
  
  We explained to Ms. ***** that Cricket Wireless owns the service but does not own the devices, and clarified we do not have access to any of her personal information stored on her devices. Additionally,we cannot control what actions and/or activities are performed with or on the device, including cloud services. Lastly, we assisted Ms. ***** with activating the account lock feature on her account, to prevent unwanted changes and provided recommendations on how to keep her Cricket Wireless account information secure.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********
  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22942135
  
  I am rejecting this response because:
  
  
  I am writing to formally escalate my ongoing issue with Cricket Wireless, as I have not received the adequate response or assistance required to resolve a critical security breach on my account. I demand that this matter be immediately escalated to a senior representative or someone in your **************** who can truly help me, as I am facing significant financial and personal harm due to this situation.
  
  I have repeatedly reached out to your team over the past 2 months, providing evidence, including videos, showing fraudulent activity on my account. Despite my continuous efforts and urgent requests, no meaningful action has been taken, and the situation has worsened.  Here is a summary of the major concerns that I need addressed immediately:
  
  Unauthorized Changes to My Account: several changes were made to my account online and my IMEI number has been altered multiple times without my consent. This activity has occurred on specific dates that I have already shared with your team. I have NEVER once made any changes to my online Cricket account, yet these actions were completed without my authorization.
  
  Again, over the holidays there was a period that I did not received a single phone call or text, despite multiple attempts to reach out to your team for assistance I gained no meaningful support.  This lack of communication left me completely vulnerable, with no way to secure my account or receive critical updates.
  
  As a direct result of the fraudulent activity on my Cricket account, all of my personal and business accounts were hijacked. This included the termination of my mentorship program, as I had no access to my business accounts, my Gmail account that I have ALL personal information about myself and family going back 15 years, AND now my vehicle is hacked due to access to my ***** app. This has caused irreparable damage to my professional life and financial stability.
  
  Despite Evidence: I have continuously provided video evidence of receiving fake 2FA codes and shown how changes I made to my account were reverted back. I have begged for help, yet the only response I have received is either dismissive or vague. Why has it taken this long for your team to secure my account, when I have been urgently asking for help and providing clear evidence of the breach?
  
  Inconsistent and Your representatives have provided conflicting information about the changes to my account, and I find it concerning that Cricket Wireless has yet to take full responsibility for the lack of security and oversight regarding my account. The responses Ive received are not only inadequate but also dishonest, and they fail to acknowledge the severity of the situation Im facing.
  
  Additionally, I request a full refund of all money paid for extra phones, plans, destroyed phones and financial hardship that has caused me; though it will not nearly suffice the torture I have endured
  
  ******* Falba 
  
  

  Business Response

  Date: 03/07/2025

  March 7, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22942135
  Re: ******* *****
  
  
  Dear ********************** correspondence is in response to a rebuttal filed by ******* *****. In her rebuttal, Ms. ***** expresses her frustration regarding unauthorized changes made to her Cricket Wireless account, including alterations to her **** number without her consent, which have resulted in significant personal and financial harm. After providing video evidence of fraudulent activity and multiple attempts to seek assistance over the past two months, she has received inadequate responses from Cricket Wireless. Furthermore, the lack of communication during critical periods has left her vulnerable, leading to the hijacking of her personal and business accounts, including her mentorship program and access to vital information. ******** is also requesting a full refund for the financial hardships incurred due to these issues.
  
  We contacted Ms. ***** on February *******, to discuss her complaint. After thoroughly investigating her account, we found no evidence of unauthorized changes to her Cricket Wireless account. For October and November, the only activity on her account was related to her monthly service payments. We discovered multiple **** changes in December 2024,January, and February 2025, and confirmed that her Cricket Wireless account was authenticated before each change. Ms. ***** confirmed she changed her wireless devices. We explained that when a physical SIM card is moved from one device to another, the **** number associated with that SIM card will be updated automatically on her account.
  
  We explained to Ms. ***** that Cricket Wireless provides the wireless service but does not own the devices, and clarified we do not have access to the information stored on them. We cannot control actions and/or activities performed on devices, including cloud services. Lastly, we assisted Ms. ***** activate the account lock feature on her account, to prevent unwanted changes and provided recommendations on how to keep her Cricket Wireless account information secure.
  
  We respectfully request that this complaint be closed as we are unable to further assist Ms. **************************
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:02/12/2025

  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.

  In January 2025, I cancelled my plan with Cricket Wireless. I was having issues with parts of my phone not working and sometimes not being able to make calls. Though I was making local calls, I was getting a message that the International call is not in my plan. I tried working with Cricket on several occasions to fix the issues I was having but no one knew what to do. I didnt want to keep paying for a service that I could not use. So, I canceled my plan. Cricket still charged me $66 on January 6th, even though I canceled the plan several days before that. I would like a refund for the $66.

  Business Response

  Date: 02/21/2025

  February 24, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22933250
  Re: ********* *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ********* *******. In her complaint, Ms. ******* states that she canceled her plan with Cricket Wireless in January 2025 due to ongoing issues with her device, which included parts not functioning properly and difficulties making phone calls. Despite making local phone calls, she received a message indicating that "International call is not in her plan." After multiple unsuccessful attempts to resolve these issues with Cricket Wireless, she decided to cancel her plan to avoid paying for a service that was not usable. However, she was charged $66 on January 6, 2025,despite having canceled her plan several days prior. Ms. ******* is requesting a refund of $66.
  
  We contacted Ms. ******* on February 18, 2025, to discuss her complaint. After reviewing her account, we discovered that her payment was processed on January 3, 2025, and that she ported her wireless number on January 10, 2025. Ms. ******* expressed difficulties in making calls and using her device, and although we offered to reactivate her services at no cost and escalate any unresolved issues to our advanced tech support team, she declined.
  
  We explained to Ms. ******* the portion of the Cricket Wireless Terms and Conditions that states: Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. More information can be found at: ******************************************.
  
  Even though Cricket Wireless has a non-refund policy, we made an exception and initiated a refund request. We explained that the refund process takes 3 - 5 business days and would be returned to the original payment method.Lastly, she requested information on how to transfer her wireless number back to Cricket Wireless in the future, and we shared with Ms. ******* the porting process. She confirmed that she did not have any more questions regarding her case.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********
  

  Customer Answer

  Date: 02/21/2025

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

  They offered to reactivate my plan and give me the first month free but I did not accept it because the problems I had previously were never able to be fixed. I never knew if the problem was because of the cricket phone that I bought from Cricket Wireless or the Cricket service itself. So, if I reactivated the plan, the problem was still going to be there. He said he understood my concerns.

  Again, I would like to thank Cricket Wireless for helping me to settle the issue at hand.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:02/12/2025

  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.

  Dear BBB: I've had Cricket Wireless for years I've NEVER let them put voicemail onto my service I realize it's covered as part of the absorbent monthly expense but BUT I DO NOT WANT VOICEMAIL AT ALL I have called them and their employee's have yelled at me and cursed at me and told me **** you have voicemail no big deal shut up and use it.

  Business Response

  Date: 02/28/2025

  February 28, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22931272
  Re: **** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ******. In his complaint, Mr. ****** expressed his frustration regarding the unsolicited addition of voicemail to his Cricket Wireless service, which he has consistently declined for years. Mr. ****** highlights that despite his clear wishes, he has faced unprofessional behavior from customer service representatives, including being yelled at and cursed at,while being told that voicemail is a trivial matter that he should accept and use.
  
  We contacted Mr. ****** on February 17, 2025, to discuss his complaint. After reviewing his account and performing a technical investigation, we found that the voicemail feature associated with his wireless number was already deactivated, and we assured him that the only way to activate the voicemail feature was by going into his devices settings.We offered him the option to check the settings of his device to make sure that his voicemail feature was not set up, and Mr. ****** requested us to contact him the following day to perform the process.
  
  We attempted to contact Mr. ****** on February 18, 2025, but were unsuccessful. We contacted Mr. ****** on February 20, 2025, to follow up on this case. We checked his devices settings and confirmed that the live voicemail feature was off. Mr. ****** stated he did not have additional questions about his case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone through Cricket wireless and I finished paying it off a long time ago but they never unlocked my phone. I am no longer with them but the phone is now my property and should no longer be locked. I reached out to cricket and they refused to unlock it unless I open a line with them again.

  Business Response

  Date: 02/20/2025

  February 20, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22923574
  Re: ******* ********* (******)
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ********* (******). In her complaint,Ms. ********* (******) states that she purchased a device through ********************** and paid it off, but it was never unlocked. She no longer has service with Cricket Wireless, but the phone is her property and should not be locked.She recently contacted Cricket Wireless customer care requesting to get her device unlocked but they refused unless she activated a new service.
  
  We contacted Ms. ********* (******) on February 12, 2025, to discuss her complaint. After reviewing her device information, we confirmed that her device meets the ********************** unlock policy requirements; therefore, we completed the unlocking process. We advised her to restart her device and insert a SIM card from a different carrier to make the changes effective.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:02/09/2025

  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 problem is that y'all do exist in customers wrong the way y'all do new customers phones for $29.99 and we pay $600 $700 $800

  Business Response

  Date: 03/03/2025

  March 3, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22919376
  Re: ***** *******
  
  
  Dear ***************************** correspondence is in response to a complaint filed by ***** *******. In his complaint, Mr. ******* expresses concern regarding the pricing between new customers and existing customers,noting that new customers can acquire phones for $29.99. In contrast, existing customers are required to pay between $600 and $800. He feels this practice is unfair to loyal customers who have been with the company for an extended period.

  We contacted Mr. ******* on February 14, 2025, to discuss his complaint. After speaking with him, he expressed dissatisfaction since new customers are getting promotions for devices when switching from another carrier. We want to assure Mr. ****** that we value his feedback and explained that we would share it with our leadership teams. We advised him to stay tuned with our official communication channels or any notifications as we are currently working on developing more promotions for existing customers.

  Additionally,we shared with him that upgrade discounts are available every ***************************************** the last device upgrade. We shared that he will be eligible for an upgrade discount in 4 months.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

  
  

• Initial Complaint

  Date:02/09/2025

  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.

  downgraded plan for two people group from $60 plan to $55 plan. should have been charged $80 but was charged $105. account still showing $105 due for next month even. person on the phone assured me i would be charged $80 and not the $105 it was showing. he lied.

  Business Response

  Date: 02/21/2025

  February 23, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22918085
  Re: ******* ***
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ***. In his complaint, Mr. *** states that he has two active lines on his Cricket Wireless account and has downgraded from the $60 plan to the $55 plan; however, he was charged $105 instead of the expected $80. Additionally, he noted that his account still reflects a due amount of $105 for the upcoming month, despite being assured by a representative that he would only be charged $80. Mr. *** requests assistance to resolve this issue.
  
  We contacted Mr. *** on February 11, 2025, to discuss his complaint. After reviewing his account, we confirmed that the changes were made via the myCricket on February 7, 2025, before his billing due date on the 9th of the month.Although Mr. *** believed he would only pay $80, the system deducted $105 out of a credit that we explained was available on his account, due to a system error that occurred that did not let the plan changes complete.
  
  We explained to Mr. *** that the system processed a charge of $60 for his first line plus $45 for the second line, totaling the $105 that was deducted from his account ********* address the overpayment, we applied a credit to Mr. ***** account for the inconvenience, We clarified the features of the $55 plan and that his monthly payment would be for the $80. Additionally, we highlighted that the plans activated do not include Mobile Hotspot. Mr. *** confirmed he had no further questions regarding his case.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:02/06/2025

  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 phone bill was split in two payments the first being $45, and the second being $85. The $85 payment was due on Feb 5th. On Feb 2nd I received a txt message from them reminding me of my upcoming payment that was due the message also had a link I could click on to pay the balance. I clicked the link and paid the remaining $85. When Feb 5th came around mine, and my daughters phone service was both suspended and what was $85 now went to $140 because cricket said they never received my payment. I provided them with my bank statement showing where I had made the payment along with the statement showing the initial $45 payment as well. Cricket claimed that I must had made the payment into a different account, but I clicked on the link they sent to my phone so that shouldn't even be possible. IV done business with them for over a yr and it's really been a awful experience. I recently got my daughter a phone and added to my account what was supposed to be $90 a month ended up being $140 a month. The customer service hasn't even tried to help me with this issue and I've called several times. So basically they just stole my money and shut both my phones off, and I don't have the money to pay my bill a second time so for another month my daughter and I are going without phone service at no fault of our own. I did my part and paid on time.

  Business Response

  Date: 02/20/2025

  February 20, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22909580
  Re: ****** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *****. In his complaint, Mr. ***** states that his Cricket Wireless bill was split into two payments, with the second payment of $85 due on February 5, 2025. Mr. **** states that he received a text message from Cricket Wireless on February 2, 2025, reminding him of the upcoming payment. After making the payment, his and his daughter's services were suspended on February 5, 2023, with the amount owed increasing to $140 due to Cricket claiming they never received the payment. After providing bank statements as proof of payment, he was informed that the payment may have been made to a different account. Mr. ***** is seeking the reactivation of his account and a refund for the extra amount he paid.
  
  We contacted Mr. ***** on February 13, 2025, to discuss his complaint. After reviewing his account and payment information, we found that the payment he made was applied to a different account. We transferred the payment to his wireless account and issued a credit for the reactivation fee that he paid. Mr. ***** agreed to keep the second payment processed as a credit balance for the next billing cycle.
  
  Mr. ***** confirmed he was satisfied with the resolution and did not have additional questions about his complaint. 
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********