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

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  Cricket Wireless

  10006 W Florissant Ave Saint Louis, MO 63136-2102

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  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

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  Cricket Wireless, LLC

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

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  Cricket Wireless, LLC

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

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

• Initial Complaint

  Date:11/25/2024

  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.

  The issue that I have with Cricket wireless is that I "PAID" for a protection plan thru their satellite store located in ************** just over a year ago (14 months). I was never told that phones that I brought over from ******* Wireless would not be repairable if they ever incurred any damage (Asurion is the insurance company hired by Cricket Wireless). My screen on my phone was damaged while I was away on vacation in late June and a claim was put on the 5th of July. I was told they could "repair" my screen and sent someone to my house. The person arrived and the screen did not match. After contacting cricket again with ******* being the repaid company I was told they wanted me to buy a new replacement phone for $250. The screen repair would cost me only $29. ******* says it has the right to refuse to fix my screen as it wasn't purchased at a cricket store. That part was never told to me as a customer, and this was only told to me after several phone calls over the last two weeks. ******** who works for the office of the President of Cricket stated he could get me $48 first, then offered $50 as a credit to my account on our first conversation. Then several days later he offered me $112, then went up to $168 (In email). I explain to him I would settle for the full amount of the plan I paid for $224 dollars over 14 months ($8 per month per phone times 2). Asurion will not honor damage to my wife's phone and clearly made note they have the right to repair what phones they deem. Cricket hired Asurion to cover damages to phones on their plan. I can attest that I wasn't informed of this practice, but they continue to drive I pay for a new phone. my phone is still operational, and it still works just fine. I don't require a new phone, and I made it clear to both companies I just want my screen repaired. All I ask is that cricket refund me for the full amount of $224 in a paper check. Thank you

  Business Response

  Date: 12/06/2024

  December 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22604032
  Re: ******* *****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* *****. In his complaint, Mr. ***** outlines an issue with Cricket Wireless regarding a protection plan he purchased at the ***********, ** authorized retail store over a year ago. He was not informed that devices brought over from ******* Wireless would not be eligible for repair under this plan. After damaging his device screen while on vacation in late June 2024, he filed a claim on July 5, 2024, only to be told that the repair was not possible and that he would need to replace it with a new device for $250, despite the screen repair costing only $29. He asserts that *******,the insurance company hired by Cricket Wireless, refused to honor the damage claim, citing their right to determine which phones are eligible for repair. He adds that he was never informed about this until after multiple calls over the past two weeks. Mr. ***** is requesting a refund of the full amount he paid for the protection plan, totaling $224, in the form of a paper check.
  
  We contacted Mr. ***** on November *******, to discuss this complaint that is associated with another case, CS0080411.After reviewing his account, we contacted Asurion through a conference call,but we were unsuccessful in replacing his device screen due to the right screen part not being available. On November 18, 2024, we contacted Asurion again, but he was informed that his device was not eligible for screen repair due to being a device not purchased from Cricket Wireless. Mr. ***** removed his and his wifes insurance features from his wireless account.
  
  We apologized to Mr. ***** for the inconvenience he experienced trying to repair his device screen through *******. We explained to him 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: ******************************************.
  
  On November 27, 2024, we shared with Mr. ***** that even though payments are non-refundable, we made an exception for him and informed him that we generated the full refund for the $224 he paid for his and his wifes protection plan feature to the original payment method.We explained this process would take 5 - ************************************************** his financial account.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/22/2024

  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.

  Good morning ,Cricket Wireless fraudulently charged me $69.99 for a wireless service I never receive. I requesting a refund

  Business Response

  Date: 12/16/2024

  
  December 14, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22591506
  Re: ******* *******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ******* ******** In her complaint, Ms. ******* states that Cricket Wireless fraudulently charged her $69.99 for a wireless service that she never received. She is requesting a refund.

  We contacted Ms. ******* on November *******, to discuss her complaint. After reviewing her account, we discovered that she activated a Bring Your Own Phone (BYOP) device that was locked to her previous carrier and could not be used with the Cricket Wireless network. She confirmed that she had contacted the carrier where she bought the phone from and was informed that it cannot be unlocked.

  We shared with Ms. ******* options available at Cricket Wireless to get a new phone, she declined the options. ********** stated that she would like to keep her account active to transfer her phone number to another carrier. We explained to her that we opened a ticket to request her Number transfer Pin (NTP).

  We attempted to contact Ms. ******* on November 29, December 2, and 3, 2024 to follow up her complaint; but were unsuccessful. Should she still require assistance, she may contact ********, Cricket Wireless Office of the ********* Manager at *************
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the *********?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair 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 have been on cricket wireless unlimited plan at $30 a month . Its a multimonth plan so u have to pay a year up front and at the time i signed up it was 360 a year but now has dropped to 300 a year since i originally joined. I payed early so i had a credit of 360 on my account when i noticed this so i called and talked with someone on october 23rd according to the cricket wireless supervisor i talked to. The customer service *** then told me it will be lower to the new plan cost and there is nothing i need to worry about. Well bill came due on november 20th and the charged me the entire 360 unlike what the *** told me so i called today and talked to a supervisor who said its grandfathered in so i cant change it even though its lower priced now because its for new lines only and u can only switch to monthly plans like the twice as expensive 60 a month unlimited plan. I told him thats not what i was told and he said that isnt mentioned in the notes from my last call. I would like a full refund of the 60 extra like what i was told be the 1st ***.

  Business Response

  Date: 12/04/2024

  December 4, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22590133
  Re: ******* ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ******* In his complaint, Mr. ****** states that he has been on a Cricket Wireless unlimited plan for $30 a month, which requires payment for a year upfront. He states he initially paid $360 but noticed the plan's price dropped to $300. Mr. ******* states that after contacting the Cricket Wireless customer care center on October 23, 2024, he was assured that his plan would be adjusted to the new price. However, when his bill was due on November 20, 2024, he was charged the full $360, contrary to what he was told. He states that a supervisor informed him the line is in a grandfathered plan, and no changes can be made, which was not communicated during his first phone call. Mr. ****** is requesting assistance to resolve this issue.
  
  We contacted Mr. ****** on November 25, 2024, to discuss his complaint.After reviewing his account, we explained to him that changes to the multi-month plan can only be made within the last 30 days of the multi-plan period,and he can move to a monthly standard rate plan or to another multi-month plan for 3 or 6 months. We informed Mr. ****** that his current multi-month plan has been grandfathered and the $300 multi-month plan is only available for new activations with a new wireless number. Mr. ****** confirmed he did not want a new activation.
  
  We explained to Mr. ****** the portion of the Cricket Wireless Terms and Conditions that states that amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Although payments are non-refundable, we made an exception and issued a refund of $60 for Mr. ******* We advised him that the refund would take 3 - 5 business days to process and would be sent to the original payment method he used. Mr. ****** confirmed that he did not need any additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 12/04/2024

   
  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:11/20/2024

  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 never started service with Cricket Wireless and has never used them as a mobile carrier. I did initiate a number transfer but never activated the service as I decided to go with another carrier(Mint). The ****** was still deducted from my back account but was never refunded to me. My bank started a claim and tried to get the money back from Cricket but they told my bank that the transaction was legit. I never used their service. Never had cricket! They also sent me an email last week stating that they will be deducting ****** as an automatic payment. I can't get a hold of customer service because I don't have an account with them. I just need my ****** back from these thieves. I wish I could stop people from signing up with them. Thank you

  Business Response

  Date: 12/09/2024

  December 9, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22579262
  Re: ****** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** *******. In her complaint, Ms. ******* states that she never started service with Cricket Wireless and has never used them as a mobile carrier. Although she initiated a number transfer request, she did not activate the service as she chose to go with another carrier. Despite this, $129.99 was deducted from her bank account, and she has not received a refund. ******** initiated a claim to recover the funds, but Cricket Wireless informed them that the transaction was legitimate. Additionally, she received an email indicating that $129.99 would be deducted as an automatic payment, and she is unable to contact customer service due to not having an account with us.
  
  We contacted Ms. ******* on December 3, 2024, to discuss her complaint. After reviewing the order number,we discovered that she had initiated a port request to Cricket Wireless on December 13, 2023. However, the port request was canceled on the same day. We confirmed that a refund has not been processed, and although she disputed the amount with her bank institution,  the payment remained with Cricket Wireless.
  
  We explained to Ms. ******* 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 explained to Ms. ******* that even though payments were non-refundable, we made an exception for her and issued a refund. We advised her that the process takes 7 to 10 days to receive the refund check in the mail. She confirmed she was satisfied with the resolution we provided and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/20/2024

  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 1st I called cricket and told him that someone stole my phone so that time I had to get a government phone because I'm on disability only get paid once a month but in that time I gave him $25 on the 6th $25 on the 12th somewhere around there and then $70 on the 28th when I went to the store I told her I had $70 for a phone well she's like oh well yeah no problem but your sim card is locked but that's not going to be a problem so I gave her the $70 and then all of a sudden she's like oh sorry I can't do nothing for you you'll have to call your account so I can get it unlocked well I was trying to get it unlocked all month because my phone was stolen so anyway she told me to leave the store and she didn't give me none of my money back oh yeah you guys arguing my money back because whole month October I had no service I'm not going to give up a free $120 give me my money back that girl needs to be fired on ****** and ******* and Pontiac Michigan she's rude all she doesn't sit on her fat a** and talk on the phone

  Business Response

  Date: 12/13/2024

  December 13, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22580972
  Re: ***** ********
  
  
  Dear *************************** correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ******** states that on October 1, 2024, she reported her phone stolen to Cricket Wireless and subsequently purchased a government phone due to her disability, making her payments of $25 on October 6, 2024, and again on October 12, 2024, followed by a $70 payment on October 28, 2024. Upon visiting the store, she was informed that her SIM card was locked, and despite her willingness to pay for a new phone, the store employee refused to assist her and did not refund her money. Consequently, she was left without service for the entire month of October and is seeking a refund of her total payments amounting to $120, expressing dissatisfaction with the service she received.

  
  We contacted Ms. ******** on November 26, 2024, to discuss her complaint. She expressed her dissatisfaction with Cricket Wireless, as she was charged for wireless services she could not use. She requested an immediate refund. During the conversation, the call was disconnected. We attempted to contact Ms. ******** the same day, without success.

  
  Ms.******** contacted us on November 27, 2024. After reviewing her account, we discovered she had activated two Bridge Pay extensions for $25 each on October 3, and *******. However, her account was suspended on October 18, 2024, due to a missed Bridge Pay commitment. She processed a payment of $70 to restore her service. Although Cricket Wireless does not provide refunds, we made an exception for Ms. ******** and refunded a $50 payment to the card she used.
  We attempted to contact Ms. ******** on December 5, 6, and 9, 2024 to confirm the refund of $70 would be returned to her as a check since it was processed as a cash payment, but we were unsuccessful. Ms. ******** responded by email stating she no longer wants to receive a paper check.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 3031

  
  

• Initial Complaint

  Date:11/19/2024

  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.

  Sunday November 10th my partner and I went to the Cricket store to purchase a phone. The name of the employee who assisted us is ****** *******. Because the "bundle deal" price she gave us was to high for me to pay in cash I decided to start a leasing plan with a third party they provide. Progressive Leasing is who I am leasing with. She then told us because of the "bundle deal" I would be eligible to receive FREE items. Said "free" items were a phone case, screen protector, and a speaker. These items in her own words were "free". Without us asking her she then proceeded to apply the screen protector as well as the phone case, after that she threw the packaging away. Once she was done assisting us we left the store with our new phone and said "free" merchandise. The following day I had to call ******************* to ask about my payments and it was then that I was informed I was in fact charged for said "free" items. I talked to them about getting a refund and they informed me that the Cricket store would have to issue me that refund because they have a 7 day return policy. I then called the Cricket store and the employees there were extremely rude and not helpful. For some reason they allowed ****** ******* to speak to my partner and I and she did not take accountability for the misleading information she gave us. The following day my partner and I go to the Cricket store to make those returns, the two employees inform us that they cannot accept any returns on merchandise without the packaging. We let them know that this is merchandise that we were told was free. With more investigating the employees discovered that we were also changed for headphones that we never received. They contacted ****** and she admitted to taking the headphones after charging us for them. I want my money back for the items I was wrongfully charged for, but most importantly I would like for ****** to be fired for stealing. I want to make sure this doesn't happen to anyone else.

  Business Response

  Date: 12/12/2024

  December 12, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22556499
  Re: *********** *********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by *********** *********. In her complaint, Ms. ********* states she had an incident on November 10, 2024,at the Cricket Wireless authorized retail store, where she and her partner were misled by a Cricket Wireless representative regarding a bundle deal that included free items such as a device case, screen protector, and a speaker.After starting a leasing plan with Progressive Leasing, Ms. ********* discovered that she was charged for these items, contrary to what was communicated. Upon attempting to return the items, she was informed that returns could not be processed without packaging, despite being told they were free. Additionally, Ms. ********* states she was charged for headphones she did not receive, and the Cricket Wireless representative admitted to taking them after charging her for them. Ms. ********* is seeking a refund for the items she was wrongfully charged for and requests disciplinary action against the Cricket Wireless representative for her actions.
  
  We contacted Ms. ********* on November 25, 2024, to discuss her complaint. We apologized and shared with her that we have escalated her experience to the executive leadership team that works directly with the stores management team.They will complete an internal investigation.
  
  Additionally,we initiated a refund check for Ms. ********* and advised her to allow 10 -15 business days for the refund check to arrive at the address she provided. ************ confirmed she did not have any other questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/19/2024

  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.

  Weve had cell phone service issue for the last 4 months. Weve paid for the service but in trying to fix it with the company last week, they turned off our service without telling us or letting us know how long it would be off for. It took 5 days and it still wasnt fixed. The company turned off the line in an attempt to fix the issue. When they said it was fixed they made us pay an additional $30 fee. We want our payments back for the last four months, plus the $30 fee back. **************** wont help or hang up when we call. When we use the chat help feature, were cut off abruptly. We can provide notes as well as customer service chat transcripts.

  Business Response

  Date: 12/14/2024

  December 14, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22575054
  Re: ******* *****
  
  
  Dear ************************** correspondence is in response to a complaint filed by ******* ****** In her complaint, Ms. ***** details ongoing cell phone service issues that have persisted for the last four months, during which she has continued to pay for the service. In an attempt to resolve the issue, the company turned off her service without prior notification, leaving them without service for five days,and despite being told it was fixed, she was charged an additional $30 fee.Furthermore, her attempts to seek assistance through customer service have been met with unhelpful responses, including hang-ups and abrupt disconnections during chat support. She requests a refund for the payments she made for four months and the $30 fee. Ms. ***** is prepared to provide notes and chat transcripts to support her claims.
  We attempted to contact Ms. ***** on November 22, and 25, 2024, with no success. Her husband contacted us on November 26, 2024, to discuss their complaint. After speaking with him, he explained that they transferred the phone number to Cricket Wireless in August 2024; however, they have been experiencing mixed services for four months since transferring service. We assisted Mr. ***** in reviewing their account and discovered that the line was canceled from the Cricket Wireless network due to a port out process in an attempt to troubleshoot the porting process that had not been completed. Although the line was reactivated with Cricket Wireless, the service was not working correctly as it was showing a mixed service between Cricket Wireless and the previous carrier.
  We explained that we opened a technical case with our porting team and they would help us resolve the porting issues. We scheduled a callback with Mr. ****** On December 13, 2024, we contacted him and informed him that the technical team was able to resolve their mixed services case; Mr. ***** confirmed that their services were working as expected.
  Additionally,we shared with Mr. ***** that we applied a one-time courtesy credit to their account for their inconvenience with the mixed services. He confirmed that his concern was addressed and did not have additional questions regarding his case.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:11/18/2024

  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 bought an iPhone 12 from Cricket Wireless on 12/08/2023. Their website states that I may have the phone unlocked from their network after 6 months of service. They are refusing to honor that agreement. They are saying that the phone was reported lost or stolen. This is not the case. I am the original owner of the phone and have never reported it lost or stolen. They are refusing to provide me with my account number or account PIN that will enable me to transfer the number to a different character. This is illegal. According to the ***, a company can't refuse to port your number. I would like Cricket Wireless to provide me with the information I need in order to transfer my phone number to another carrier.

  Business Response

  Date: 12/03/2024

  December 3, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22573094
  Re: **** *********
  
  
  Dear ************************ correspondence is in response to a complaint filed by **** *********. In his complaint, Mr. ********* states that he purchased an iPhone 12 from Cricket Wireless on December 8, 2023, and reviewed information on the Cricket Wireless website stating that he could unlock the iPhone after six months of service. He further states that Cricket Wireless refuses to honor this agreement, claiming the device was reported lost or stolen, which he denies, asserting he is the original owner. He adds that Cricket Wireless is withholding his account number and account PIN, preventing him from transferring his wireless number to another carrier. Mr. ********* requests that his device be unlocked and to receive the Number Transfer PIN (***).
  
  We contacted Mr. ********* on November 21, 2024, to discuss his complaint. After reviewing his device information, we found that his device has not been reported as lost/stolen and confirmed that his iPhone is eligible to unlock. His device meets the ********************** unlock policy requirements as it has been used for more than six months. More information about the Cricket Wireless unlock policy can be found at: *********************************************************************************************.
  
  We successfully processed the unlock for his device and requested that he reboot it to complete the process. Mr. ********* confirmed that his device settings no longer showed a network restriction.Additionally, we advised Mr. ********* that he could request the *** by dialing *PORT (*7678) from his device, to which he confirmed that he did, but encountered an issue receiving the text message with the code. We shared with him that we would submit a request to our back-office team to generate the *** for him.
  
  
  On November 22, 2024, Mr. ********* contacted us and confirmed he received his Number Transfer PIN successfully.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:11/15/2024

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Cricket Wireless regarding an unfair business practice involving a service interruption and a $15 reactivation fee.On 11/15/2025, our Cricket Wireless service was disconnected due to a late payment. This occurred because my credit cards were locked without my knowledge, causing an automatic payment failure. While I promptly resolved the issue and paid the monthly fee the next morning, Cricket Wireless refused to restore our service until I also paid a $15 reactivation fee.This interruption affected five individuals who rely on this service, creating significant inconvenience. When I asked a representative if the $15 fee would still apply if I chose to leave Cricket Wireless for another provider, I was told it would not. This response made me feel coerced into paying the fee to avoid further inconvenience.I find this practice unfair and punitive, especially as the service was unavailable for approximately 10 hours. As a paying customer, I believe I should not be penalized for an issue outside my control, especially when I resolve it promptly. Additionally, Cricket Wireless has not provided any compensation for the time our service was unavailable.I am seeking for:(1) A refund for the period during which our service was disconnected. Based on our $135 monthly fee, this amounts to approximately $1.88 for the 10 hours of downtime (calculated as 10 hours out of a 30-day billing cycle).(2) A review of Cricket Wirelesss policy regarding reactivation fees, particularly in cases where service interruptions are caused by unforeseen circumstances beyond the customers control.I hope that this complaint will prompt Cricket Wireless to adopt fairer practices and ensure that customers are not unjustly penalized in similar situations.Thank you for your attention to this matter.

  Business Response

  Date: 11/25/2024

  November 25, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22560789
  Re: ******** **
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******** **. In his complaint, Mr. ** details an incident on November 15, 2025, where his Cricket Wireless service was disconnected due to a past-due payment caused by his credit cards being locked without his knowledge, resulting in an automatic payment failure. Although he promptly resolved the issue and made the payment the following morning, Cricket Wireless required him to pay a $15 reactivation fee before restoring service,which he found unfair given the circumstances. This service interruption affected five individuals and lasted approximately 10 hours, leading him to seek a refund for the downtime and a review of the reactivation fee policy,particularly in cases of unforeseen circumstances beyond the customer's control.
  
  We contacted Mr. ** on November 18, 2024, to discuss his complaint. After reviewing the account, we confirmed that his bill was due on November 14, 2024, and his automatic payment failed.We informed him that Cricket Wireless sent him text messages stating that his payment could not be processed along with recommendations for alternative payment channels to avoid the suspension of his account. Furthermore, we explained when an account is suspended for non-payment, the full balance and a reactivation fee are required to reactivate the wireless service. More information can be found at: ******************************************.
  
  We processed a one-time courtesy credit to his wireless account for the reactivation fee upon Mr. *** agreement to our offer. He confirmed he was satisfied with the resolution provided to him and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/15/2024

  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.

  Complaint Against Cricket Wireless I am filing this complaint regarding a promotional offer from Cricket Wireless that promised a free phone of my choice earlier this year. Despite meeting the promotional terms, Cricket Wireless delivered the phone to an incorrect addressa mistake that was entirely their fault.Key Points:1. Delivery Error: Cricket assured me the phone had been delivered to the address I provided, but this was not true. Instead, the phone was sent to a completely incorrect and made-up address that I never supplied.2. Lack of Resolution: After discovering the issue, I reached out to Cricket Wireless multiple times to resolve the matter. Unfortunately, no one from their team provided any viable assistance or took accountability. Their failure to address this problem is unacceptable.Desired Resolution:I want Cricket Wireless to either deliver the promised phone to my correct address promptly or provide equivalent compensation for their error.I also request a formal acknowledgment of their mistake and an explanation of how they will prevent similar issues in the future.This experience has left me extremely disappointed, as I trusted Cricket Wireless to honor their promotional commitments and provide basic customer service. I hope the ******************** can assist in ensuring a fair resolution to this matter.Sincerely,******** *******

  Business Response

  Date: 12/09/2024

  December 9, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22559998
  Re:******** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******** *******. In her complaint, Ms. ******* states that Cricket Wireless offered her a promotional free device of her choice, which was delivered to an incorrect address. Despite her efforts to resolve the issue through multiple communications with Cricket Wireless, she did not receive assistance or any accountability from their *******. ******* seeks either the prompt delivery of the promised device to the correct address or equivalent compensation for the error, along with a formal acknowledgment of the mistake and an explanation to prevent similar issues in the future.
  
  We contacted Ms. ******* on November 22, 2024, to discuss her complaint. We apologized to her for the inconvenience and assured her that satisfying our customers is a top priority for **********************. After reviewing her account and order, we confirmed that the device was delivered to the wrong address and was never activated. We offered to replace her device order and she agreed. We confirmed her correct mailing address and processed the order. On December ******, we discovered that *** was not able to deliver the replacement order to Ms. ******* because *** had issues locating her house. The order was returned to Cricket Wireless.
  
  We contacted Ms. ******* on December 3, 2024, we offered to apply a credit to her account instead of attempting reprocess the order. That the amount of the credit is equivalent to the device price, Ms. ******* agreed to our offer. We confirmed the credit was applied to her account and she confirmed that she did not have any other questions regarding her case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President 
  ***************************************** NE
  *******, ********