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

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

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:12/13/2024

  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 an iPhone on 12.3.24, started to call Cricket Support starting on 12.4.24. Needed to return phone due to the payment plan, this phone has not been taken out of the box or activated. After repeated calls, was repeatedly hung up on and never received call backs UNTIL the 9th day where return window closed.

  Business Response

  Date: 12/31/2024

  December 27, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22683878
  Re:****** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** states that she received an iPhone on December 3, 2024,and began contacting Cricket Wireless support the following day, December ******, to initiate a return due to the payment plan. She states she experienced repeated disconnections during calls and did not receive any callbacks until the ninth day, at which point the return window had closed, leaving her unable to return the unopened and unactivated device. Ms. ****** is requesting assistance to resolve this issue.
  
  We contacted Ms. ****** on December 18, 2024, to discuss her complaint. After reviewing her account, we confirmed that she received her device on December ******. We did not find interactions related to the return request on her account after the delivery of her device and found her ********************** account was canceled on December 8, 2024. We shared with Ms. ****** the Cricket Wireless Return Policy that addresses that a return request for online purchases must be made within seven days of delivery.
  
  More information can be found at: **********************************************************************************************.
  
  As Ms. ****** had exceeded this timeframe, we informed her that we could not assist with the return. She understood the situation and confirmed that she had no further questions to Cricket Wireless regarding her case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President  
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22683878
  
  I am rejecting this response because:
  After asking for clarification on the fact I was not able to return the item due to needing assistance, there was zero reasoning as to why my phone calls were being disconnected or never receiving a call back after they stated I would receive one. Due to me using a payment plan through Affirm for Cricket Wireless, it was stated through that company that I needed to talk to Cricket Wireless customer support for additional help on how to get that payment plan cancelled. Hence, why I repeatedly called Cricket Wireless to try to receive said help. It is completely unfair as a customer with this company for almost a decade that my calls were disconnected multiple times and received no help until after the return window closed which is just extremely interesting timing. **************** provided no help nor did the office of their President from whom I received a call back from after this complaint. This seems like a shady business practice, it is extremely disappointing and is precisely why I switched over to a new carrier. 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/06/2025

  January 5, 2025
  
  Better Business Bureau
  Online Complaint
  
  No:22683878
  Re:****** ******
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal complaint filed by ****** *************** her rebuttal, Ms. ****** states she was unable to return an item due to a lack of assistance, as well as the repeated disconnection of her phone calls and failure to receive promised callbacks from Cricket Wireless. She states that,due to her payment plan with Affirm, she required guidance from Cricket Wireless to cancel it, which led to her numerous attempts to seek *************. ****** highlighted the unfortunate timing of her phone calls being disconnected after the 7-day return window closed and expressed disappointment in the lack of support from Cricket Wireless customer care center and ********************** Office of the President, ultimately leading her to switch to a new carrier.
  
  We contacted Ms. ****** on December 18, 2024, to discuss her initial complaint. After reviewing her account, we confirmed that she received her device on December ******. We did not find interactions related to the return request on her account after the delivery of her device and found her ********************** account was canceled on December 8, 2024. We shared with Ms. ****** the Cricket Wireless Return Policy that explains that a return request for online purchases must be made within seven days of delivery.
  
  More information can be found at: **********************************************************************************************.
  
  As Ms. ****** had exceeded this timeframe, we informed her that a return is no longer granted. She understood the situation and confirmed that she had no further questions to Cricket Wireless regarding her case.
  
  We respectfully request that this case be closed, as we are unable to further assist Ms. ***************************
  
  Cricket Wireless
  Office of the President  
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 30th 2024 I purchased a phone on Cricket's website using a payment plan through *********. On that day I paid $46.20 down. On November15th, 2024 they still hadn't processed my order so I cancelled the order and asked for a refund of $46.20, they said it could take up to three weeks to receive it. As of today it has been 4 weeks and no sign of a refund.

  Business Response

  Date: 01/03/2025

  January 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No:22680212
  Re:**** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ****. In his complaint, Mr. **** stated that on October 30, 2024, he purchased a wireless device on the ********************** website using a payment plan through Affirm,paying a down payment of $46.20. However, by November 15, 2024, his order had not been processed, leading him to cancel the order and request a refund of the initial payment. Mr. **** was informed that the refund could take up to three weeks to process, but he still has not received his refund.
  
  We attempted to contact Mr. **** on December 21, 24, and 27, 2024 but were still unsuccessful. To investigate Mr. ***** concerns, we need to be able to communicate with him. Should Mr. **** still require assistance, he is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:12/12/2024

  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.

  The date of the transaction was November 20, 2024. I went into the store to purchase a ******* S24 phone. My ONE criteria was for a phone that has wireless charging. My last two phones died because the charging port failed. I was talked into a ******** Moto G 5G phone. I was told the Moto G 5G phone had wireless charging. I purchased a charger from ******. The charger didn't work. I then purchased a wireless charger from ********. That charger didn't work (I am still waiting for a refund). I spoke to a ******** representative and was told the phone did not support wireless charging. The various delays exceeded the 7 day return policy. I was sold a phone under false pretenses. I am in the process of seeking both criminal and civil actions.

  Business Response

  Date: 01/06/2025

  January 6, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22677848
  Re: ****** ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ********. In his complaint, Mr. ******** states that on November 20, 2024, he visited a Cricket Wireless authorized retail store and purchased a ******** Moto G 5G phone under the belief that it supported wireless charging, a feature he specifically required due to previous issues with charging ports on his last two devices.After purchasing two different wireless chargers, both of which failed to work,Mr. ******** learned from a ******** representative that the Moto G 5G does not support wireless charging. Unfortunately, the delays in resolving this issue exceeded the 7-day return policy, leading him to feel he was sold a device under false pretenses, prompting him to consider both criminal and civil actions.
  
  We contacted Mr. ******** on December 31, 2024, to discuss his complaint. After reviewing his account, we confirmed that his device is not compatible with a wireless charger. Although Mr. ******** device does not qualifies for the 7-day device return policy, we offered him the option to return the device and a refund for the amount paid. Mr. ******** agreed.
  
  On January 03, 2025, we provided Mr. ******** with the return label information to send the device back to our warehouse. Additionally, we informed him that the refund for his device was initiated, and we advised him to allow 10 business days to receive the refund check to his mailing address.
  
  Lastly, we want to assure Mr. ******** that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service in every interaction. We have shared his experience with the executive leadership team of that store location and want to assure him that they will investigate further with the store manager and representatives.
  
  
  Regards,
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 01/06/2025

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

• Initial Complaint

  Date:12/11/2024

  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.

  12/04/2024 Amount of $70.59 ************************************ The Problem is That they want to charge me Double for the plan and Number change fee

  Business Response

  Date: 01/03/2025

  January 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22675440
  Re: ***** ********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ******** states that her concern is regarding a charge of $70.59 for services provided by Cricket Wireless. She specifically highlights an issue where she was informed that she would be charged double for her plan and a number change fee. Ms. ******** seeks clarification on these charges and a resolution to her concerns.
  
  We contacted Ms. ******** on December *******, to discuss her complaint. Ms. ******** explained the issue was with her sons wireless account. Before we could authenticate her sons account, our call was disconnected. We attempted to contact her again, but we were unsuccessful.
  
  We attempted to contact Ms. ******* on December 20, and 23, 2024 but were still unsuccessful. To investigate Ms.Thompsons concerns, we need to be able to communicate with her. Should Ms. ******** still require assistance, she is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:12/11/2024

  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 purchased an ATT tablet for my granddaughter in May 2024 and took it to the local Cricket Wireless (Oneonta, **) to get a *** card for it - paid for the *** and the activation fee. The manager at the time (**** - he is gone now thankfully) broke the *** card slot by putting the incorrect *** card into it, the tablet no longer worked via DATA so I promptly cancelled the line via online chat; the number for that tablet is ************. The design of the website changed as we used to be able to see the available lines on the pay the **** ****, well that is no longer you have to actually go into the billing and scroll through the entire bill and I saw I was still being charged $15 a month for a tablet that had a broken *** card slot and you can check to see no data was ever used on the tablet due to the damage **** created. Of course we can't suspend the line or cancel online we have to jump through hoops with customer service, which is why I used the online chat - live person not the automated chat. I have paid $120 (8 months of service - May -Dec - will be paying my next bill soon so including December in that amount) for a tablet that I thought was canceled, I want that line cancelled and a refund credit to my account for May-December. I didn't pursue the issue with the tablet being broke by the store as it's still okay to use with ****, another associate was aware it was broke by the manager. I am not asking a refund for the activation fee or the cost of the *** (tablet either), although I should, just from being charged for that tablet line that I cancelled. Maybe go back to the old display with the numbers in a list on the pay the **** ****??

  Business Response

  Date: 01/02/2025

  January 2, 2025
  
  Better Business Bureau
  Online Complaint
  
  No:22670754
  Re:********* *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ********* *******. In his complaint, Mr. ******* states that he purchased an AT&T tablet for his granddaughter in May 2024, which was taken to a local Cricket Wireless store for a *** card activation. Mr. ******* adds that the Cricket Wireless store manager incorrectly inserted a *** card, damaging the *** card slot and rendering the tablet inoperable. He then contacted online chat support to cancel the wireless line but recently found he was charged $15 monthly for eight months, totaling $120, even after he could not use the tablet. ********** is requesting the cancelation of the wireless line and a refund for the charges incurred from May to December 2024.
  
  We contacted ******* ******** on behalf of Mr. ******* on December *******, to discuss his complaint. After reviewing his account, we confirmed he had requested the cancelation of the wireless line on June 20, 2024, and found this request was scheduled to be effective at the end of his bill cycle. We explained to Ms. ******** that when they requested to update the information of one of his wireless devices on June 21, 2024, the scheduled cancelation was removed, resulting in continued monthly charges.
  
  We also confirmed that the wireless line was fully canceled on December 11, 2024, and acknowledging Mr. ******** initial cancelation request in June 2024, we applied a credit to his wireless account. Ms. ******** confirmed she was satisfied with the resolution provided and shared she did not need additional assistance.
  
  We thank them for their business with Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:12/10/2024

  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 paid my phone bill on my step dad's account that we share and also bought $20 Hotspot. He has suspended my number and I can't use my phone as it is turned off even though I just paid my bill. I've been trying to reach someone for 3 days but no one ever answers. I want either a refund or for my number to be put on my own account so he can't suspend my number and I can use my phone.

  Business Response

  Date: 12/26/2024

  December 24, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22670164
  Re: ******** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******** ******. In his complaint, Mr. ****** states that he paid his phone bill on his stepfather's wireless account, which they share,and purchased a $20 mobile hotspot. However, his stepfather has suspended his number, rendering his device unusable despite the recent payment. He has been attempting to reach Cricket Wireless customer care department for three days without success. Mr. ****** is seeking either a refund or the transfer of his number to his own account to prevent further suspensions.
  
  We attempted to contact Mr. ****** on December 11, and 13, 2024, to discuss his complaint, but were unsuccessful. On December 13, 2024, Mr. **** reached out to us to discuss his complaint. ********* did not have any information to authenticate the Cricket Wireless account,and he confirmed that he is not the account holder, we informed him that before we can open his account to investigate his concern and share our findings with him, we must authenticate his Cricket Wireless account as part of our security and privacy policy. After explaining this information, the call was dropped. More information about account access can be found at ******************************************.
  
  We attempted to contact Mr. ****** again on December 17, 20, and 23, 2024, but were unsuccessful. We want to assure Mr. ****** that we aim to assist him with his concerns; however, we need to be able to communicate with him and authenticate his Cricket Wireless account. Should Mr. ****** still require assistance with his concern, he may contact *********, Cricket Wireless Office of the ********* Manager, at *************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:12/09/2024

  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.

  bought cricket phone a few months ago android - ported number out to ****** voice was told to call back for another number its prepaid phone. Today I come into cricket because my main phone is broken and the young man was incredibly rude he said that i owed 90 dollars to activate which according to my research just getting a new number for the phone that i already paid to hae activated was free, i was told this online by cricket customer service. He then knocked it down to 70 and i then asked fo ra receipt he refused any paperwork or recepit instead i got a text saying 68 dollars had been added to my account and i would owe 90 today, meaning the 68 was just him taking my money. I had to push to even get the card that u pop the sim out of, i then left the phone in a lyft and since i dont know the number and he deleted my cricket account i assume tp cover his tracks i have no way of telling lyft because i cannot provide the phone or email it has sensitive data on it because i hadnt done a lock yet. I want my 68 dollars back and if i lose the phone that ***** but they need to give me an account and provide me with the phone number so i can investigate asap

  Business Response

  Date: 12/27/2024

  December 24, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22659103
  Re: ******* *****
   
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** states she purchased a Cricket Wireless device a few months ago and ported her wireless number to ****** Voice. She states she went to a Cricket Wireless authorized retail store where she sought assistance with her prepaid device after her main device broke. She states she was informed by a Cricket Wireless authorized retail representative that she owed $90 to activate a new wireless number, despite her understanding from online customer service that this should be free. Ms. ***** states the Cricket Wireless authorized retail representative later reduced the amount to $70 but refused to provide a receipt, instead sending a text message indicating that $68 had been added to her account, leaving her confused about the charges.Additionally, she states that after leaving the Cricket Wireless authorized retail store, she lost the device in a lyft, and since her Cricket Wireless account was deleted by the representative, she is unable to retrieve her wireless number or access her account to report the loss. She is requesting a refund of the $68 and the restoration of her account information to facilitate her investigation.
  
  We attempted to contact Ms. ***** on December 11, 13, and 16, 2024 but were unsuccessful. To investigate Ms. ****** concerns, we need to be able to communicate with her. Should she still require assistance, she is encouraged to contact *******, Cricket Wireless Office of the ********* Manager, at ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:12/09/2024

  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 from them in July 2024 it was not financed when I tried to change phones company cricket locked my phone so I would not be able to use it with any other company so although I paid cash for my phone theyre telling me that unless I pay for another month service I cant use my phone

  Business Response

  Date: 12/30/2024

  December 30, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22659840
  Re: ******* *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** states that she purchased a Cricket Wireless device in July 2024, which was not financed. However, when she attempted to switch to another service provider, she states Cricket Wireless locked her device,preventing her from using it with any other service provider. Ms. ***** states she has paid cash for her device, and she was informed that she must pay for an additional month of service to unlock it.
  
  We contacted Ms. ***** on December 17, 2024, to discuss her complaint.After reviewing her account, we discovered that her wireless device was already unlocked on December 9, 2024, through our customer care line as an exception since she had used the device with the ********************** network for five months.
  
  We requested Ms. ***** to reboot her wireless device to complete the unlock process, and she confirmed she did not have any other questions regarding her case.
  
  
  Regards,
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:12/08/2024

  Type:Customer Service 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 am a reservist gotten activated to deploy on active military orders. I submitted my military documents to have my handset unlocked so i can use it with a foreign sim during deployment.Cricket office of the president through the support, contacted me stating they cant find my name in the **** database and therefore they are not able to unlock. I am deploying tomorrow, and I notified my chain of command to file my documents for name to go to ****, however due to my just getting on active duty, this will take several weeks. However I am deploying tomorrow. Cricket Policy states this on their website dated May 17, 2024: "Consistent with this Device Unlock Policy, Cricket will unlock one (1) device for active and deployed military personnel who are unable to meet the six (6) month service requirement, provided that all other unlock requirements are met and Cricket is provided with acceptable deployment verification." I have provided Cricket with acceptable documents and unfortunately they are still refusing to unlock my device.I am asking ******************** to assist me to unlock my handset as I have provided as per Cricket Policy above all the documentations. Very respectfully, MAJ ***** *********. Cell # ************ My Account PIN ****.

  Business Response

  Date: 12/26/2024

  December 23, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22656335
  Re: ***** *********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *********. In his complaint, Mr. ********* asserts that as a reservist activated for deployment on active military orders, he submitted the necessary military documents to unlock his wireless device for use with a foreign SIM. Despite providing acceptable documentation, Cricket Wireless' Office of the President informed him that they could not locate his name in the **** database, preventing the unlock. He has notified his chain of command to file his documents for **** registration, but this process will take several weeks, and he is deploying the following day. Mr. ********* is requesting a resolution to his case, as he has attached the necessary documentation for his military deployment to support his request.
  
  We contacted Mr. ********* on December 6, 2024, to discuss his complaint. After reviewing his account and **** information, we advised him to enter his information in the Servicemembers Civil Relief Act Website (****); we informed him that we had submitted a ticket to our back-office support team to assist with his unlock request and scheduled a callback.
  
  On December 9, 2024, we informed ************ that our case team attempted to contact him without success and the results of the ticket indicate that they could not confirm that he is an active member on duty, as he seems not to be deployed. After reviewing the **** information of his device, we found that it has only been used with an active Cricket Wireless line for 5 days; therefore, we explained to him that the device he has requested to be unlocked does not meet the requirements of the Cricket Wireless Unlock Policy. Cricket Wireless unlock policy can be found at:? ****************************************************************************************.
  
  We processed a return for ************ for his device, we sent a shipping label to his email address that he used to return such device. Additionally, we processed a refund via check and advised him to allow ***** business days to receive it as he agreed.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:12/06/2024

  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 ******** 5g 2023 a flip phone from Cricket this particular phone is -laced in they stores for sale but the phone has a defect. I have brought 2 of these because when you purchase a phone from cricket even the the phone is a bad model they wont take it back only hold you to the same phone. I called them on 12/03/2024 informing them that my phone was malfunctioning (the scream went out) I was told to send my phone into the and they would send me out another 1 so I did on the same date. I was told I should receive the new phone by 12/05/2024 but didnt when I called them I was told they received the phone but havent sent out a replacement. I was totally disrespected by the customer service department I was refused to speak with a supervisor and hung up on twice I want my money back for the $900.00 phone I purchased my phone number with cricket is ************ which is suspended at this point please help

  Business Response

  Date: 12/30/2024

  December 30, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22647172
  Re:****** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *******. In his complaint, Mr. ******* states that he purchased a ******** 5G 2023 flip phone from Cricket Wireless, which he later discovered to have a defect. After reporting the malfunction on December 3, 2024, Mr. ******* sent the wireless device in for a replacement, which was promised by December 5, 2024. However,upon following up, he was informed that while they received his wireless device, a replacement had not yet been sent. Mr. ******* expressed frustration over his treatment by Cricket Wireless customer service, including being denied the opportunity to speak with a supervisor and being disconnected twice. ********** is now seeking a refund for the $900.00 phone, and his wireless line with Cricket Wireless, which is currently suspended.
  
  We contacted Mr. ******* on December 19, 2024, to discuss his complaint.After reviewing his account, we found that he had already replaced his ******** Razr twice as he continued to experience device malfunctions. He shared that his current replacement is working as expected but is concerned that the same situation will happen again, and he requested to exchange his device for a different make and model or a refund.
  
  We informed him that we would replace his wireless device with a new and different device. Mr. ******* agreed to the offer. On December 21, 2024, we shared via email to Mr. ******* the tracking information of the package. On December 27, 2024, Mr. ******* confirmed that he received the new wireless device and that his services and device were working as expected. We confirmed that Mr. ******* returned the old device on December 28, 2024.
  Mr. ******* confirmed he did not have any other questions or concerns regarding his case.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********