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

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

  1100 S 14th St Kingsville, TX 78363-6353

• 

  Cricket Wireless, LLC

  12018 W 95th St Lenexa, KS 66215-3803

• 

  Cricket Communications Inc

  1320 W Elliot Rd STE 107 Tempe, AZ 85284-1147

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:08/02/2025

  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.

  FROM NOV 2 2024 - AUG 2 2025 I HAVE NOTHING BUT ISSUES. EVERY TIME I HAVE ALSO TRYED TO TRANSFER MY 4 BUSINESS/AND OR PERSONAL LINES TO ANOTHER COMPANY THEY HAVE HELD THE AUTHORIZATION FOR THE TRANSFER TO I HAD TO EITHER 1. PAY BOTH CRICKET AND NEW COMPANY OR 2 PAY CRICKET. BECAUSE YOU CANT TRANSFER YOU NUMBER WITH OUT IT BEING ACTIVE OR I WOULD NOT EVE3N COME CLOSE TO LETTING IT GO ON THIS LONG. ALSO MY DEVICES FROM THE DAY WE GOT THEM ( WHICH WAS ANOTHER MAJOR ISSUE . WE WERE TOLD THAT WE WOULD RECEIVE OUR DEVICES WITH IN 1 TO 2 BUSINESS DAYS WHICH JUST LIKE CURRENT I WOULD HAVE HAD TO PAY BOTH BILLS. THE DEVICES WERE 2.7 WEEKS LATE AND I DID HAVE TO PAY BOTH BILLS . ONLY REASON WE HAD TO EVEN GO TO CRICKET IS BECAUSE THE EXTREME RURAL AREA WE ARE MOVING TO YOU HAVE TO HAVE AT& T COMPATABLE TO GET SERVICE AND NOW TMOBLE AND WE HAD VERISON AT THE TIME .ALSO MY DUE DATE HAS CHANGE 4 TIMES WHICH EFFECTED PAY PERIOD WHICH MADE MY SERVICE DISCONNECT AND ME HAVE TO PAY LATE CHARGE SO BECAUSE OF THE 1ST IN EXCHANGE TIME LINE WHEN WE WERE HAVING OUR DEVICES HEAT UP TO TOUCH WHILE CHARGING WE WERE TOLD TO TAKE PHONES TO *** AND AS SOON AS *** PUT IN THE COMPUTER THAT THEY WERE IN POSSESSION OF THE DEVICES OUR REPLACEMENTS WOULD BE SHIPPED THAT DAY OR NEXT AGAIN 1-2 BUSINESS DAYS AND IT TOOK 3 WEEKS TO GET THOSE BACK AND THEY SENT SAME PHONES BACK. SO AGAIN NO DEVICES WITH A ACTIVE PLAN AND RETURN THEM HAVE OURS FIXED AND RETURNED WAS 90% OF MY MONTHLY CONTRACT TIME WHICH AGAIN I HAD TO PAY A FULL MONTH BILL. SO 10 MONTHS LATER STILL DEFECTIVE JULY 28 NOTIFICATION THAT BILL DUE DATE HAD CHANGED DEVICES WERE DOWN FOR 2 DAYS IT WENT FROM 30 AT MID NIGHT TO 29 AT MIDNIGHT PAYED IT ON THE 28 THINKING WE COULD THEN CHANGE CARRIERS AND GET 29 DAYS REFUNDED. THEY INFORM US NO REFUND WOULD BE GIVEN AND 1201 AM OF THE 30 OF JULY 2 OUT OF 4 DEVICES HAD BEEN DISCONNECTED AT 604 AM THE OTHER DISCONNECTED FOR 8 AND A HALF HOURS THOUGH BILLS WERE I HAD FINALLY HAD ENOUGH

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23692646
  Re: ********* and **** *******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ********* and **** *******. In their complaint, they report a series of ongoing issues from November 2, 2024, to August 2, 2025. These include difficulties transferring four business and personal lines to another provider because Cricket Wireless withheld authorization for the transfer. This left them facing the dilemma of paying both Cricket Wireless and the new provider, or only Cricket Wireless, since the numbers could not be transferred without remaining active. Additionally, their devices were delivered over two weeks late, beyond the promised time, causing further financial strain. Multiple changes to their billing due dates led to service disconnections and late fees. After reporting defective devices that overheated while charging, they experienced delays in receiving replacements,and the original devices were returned without fixing the problem. Ultimately,on July 28, 2025, following another due date change notification, two devices were disconnected, prompting their decision to switch to a different service provider.
  
  We contacted Ms. ******* on August 11, 2025, to discuss her complaint. She explained that since November 2024, she has had issues with her devices and filed warranty claims for two phones. However, the replacement devices had the same problems. We offered to replace her phones at no cost, with delivery in 2-3 business days, but Ms. ******* declined and requested replacements with a different make and model. The call ended abruptly.
  
  On August 15, 2025, we reached out again to offer a new make and model ******** Galaxy A15 5G), but Ms. ******* declined and ended the call suddenly. We attempted to contact her on August 18, 2025.
  
  Should Ms. ******* still need assistance, she may contact ********, Office of the ********* Manager, at ************.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the *********?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:07/31/2025

  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.

  Purchased cricket Outlast phone through a 3rd party "Affirm", the phone arrived broken, unusable as it was stuck on a foreign language screen. I was unable to do anything with it. I called them repeatedly for days attempting to get a refund or a new phone issued to me. After numerous dropped calls they finally connected me to the "insurance" department manager, who gave me a return code so that they would pay for the return of the phone. I followed the directions to the letter and still have not received a refund. It's been months now. I am still paying for a broken "brand new" phone through "Affirm" credit because they have not refunded me.

  Business Response

  Date: 08/20/2025

  
  
  
  
  
  August 20, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23683476
  Re: ****** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** reports her experience with a Cricket Outlast phone purchased through a third party,Affirm, which arrived broken and was stuck on a foreign language screen,rendering it unusable. Despite her repeated attempts to secure a refund or a replacement, she experienced numerous dropped calls. She was connected with a manager from the insurance department, who provided a return code for the phone's return. Following their instructions meticulously, Ms. ****** has yet to receive a refund, and it has been months since the return, leaving her still responsible for payments on a broken "brand new" phone with Affirm.
  
  We contacted Ms. ****** on August ******, to discuss her complaint. After reviewing her order and device information, we discovered that a replacement device had been sent to her on April 30, 2025. However, she informed us that she had returned the replacement device because it was also defective. She confirmed she did not have the return authorization or return tracking number available. We explained to Ms. ****** that we would verify the return information and scheduled a follow-up call to share our findings.
  
  We contacted Ms. ****** on August *******, to follow up on her case. We informed her that we had confirmed that the equipment was successfully returned on July 8, 2025. A refund for the device payment was issued, and we advised her to allow 3-5 business days for the refund to appear on her original payment method. We recommended she contact ****** to cancel the lease agreement. Ms. ****** confirmed she had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:07/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, July 23rd, I entered the Cricket Wireless store in **********, Al to purchase a *** card for my new phone. They forced me to pay $70.46 for service for the month of July before they would even discuss providing a *** card. This was a $65.00 charge for my phone service, plus a $5.00 reactivation charge due to account suspension, plus tax. My account was suspended due to the recent fraud charge on my **************************** debit card, which was used for my Cricket Wireless autopayment, resulting in my missing the payment. Cricket Wireless then charged me $10.89 for my *** card, before telling me that their network may not be compatible with my phone model. We tried to use the *** card anyway, and it actually worked for a short amount of time, before leaving the store, assuming that it was fully functional. Once we had returned home, the service was no longer available, and I could no longer send or receive calls or texts. On Thursday, July 24th, we returned to the same Cricket Wireless store to seek out a refund for the aforementioned charges, after getting my phone to properly work under another service provider. The cashier made no attempt to look at my account, and simply told us to contact customer service. We called their customer service department, who told us that they were also unable to issue refunds, and to contact a bank teller instead. The customer service member also told us that we should report the charges to our bank as unapproved charges. We did so in person, and were sent to a different Cricket store in *******, who checked my account and concluded that they could not issue refunds, and instructed me to contact customer service once again. I only wanted the refund because I got to use the service for less than 5 minutes, and a total of 2 text messages and one phone call.

  Business Response

  Date: 08/11/2025

  August 11, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23681829
  Re: ***** ********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ******** details her experience on July 23, 2025, at the Cricket Wireless authorized retail store in **********, *******, where she was compelled to pay $70.46 for service before receiving a *** card for her new phone. This charge included a $65 service fee and a $5 reactivation fee due to account suspension from a fraud issue with her debit card. After being charged $10.89 for the *** card,which was later found to be incompatible with her phone, Ms. ******** returned to the store on July 24, 2025, seeking a refund but was directed to customer service, which also could not assist her. Despite visiting another authorized retailer in *******, Ms. ******** was again told to contact customer service,leaving her frustrated after only a few minutes of service.
  
  We attempted to contact *********** on August 1, 2025, but were unsuccessful. On August 4, 2025, *********** emailed us to inform us that as of August 1, 2025, her issue had been rectified and confirmed she had successfully received her refund for the amounts she had disputed. Ms. ******** confirmed she had no further questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:07/31/2025

  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 dropped my phone and it busted the whole phone you can't used it at all for anything I went to cricket and they told me that they couldn't do anything because the device was active to file a claim so I filed a claim and they declined me even though I pay insurance on the phone every month.

  Business Response

  Date: 08/15/2025

  August 15, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23680090
  Re: ****** *****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ****** *****. In his complaint, Mr. ***** reports that he dropped his phone, resulting in significant damage that rendered the device completely unusable. He visited a Cricket Wireless authorized retailer for assistance, but they informed him that they could not help because the device was active for a claim. Subsequently, he filed a claim, which was declined despite his regular payment for insurance every month.

  We attempted to contact Mr. ***** on August 4, 7, and 11, 2025, but were unsuccessful. Should Mr. ***** still need assistance, he may contact ********, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the *********?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  Date:07/30/2025

  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 had paid my phone (Acct # ******************* bill early on July 3rd (Confirmation #: 8K4FNDO3K010RR7L001) of $45. My Bill cycle is 23rd of the month to the next month. I paid for services from July 23rd to August 23rd. I changed carriers on July 29th and called Cricket Wireless on 07/30 @ 11:55am for 23 mins (Talked to ***** * *** # I-V6PTDH ). During this phone call they told me that they weren't able to issue the refund to me for the days of service that I didn't use and I would have to file a dispute with my bank over the charge. They are basically stating that they aren't willing to give me my money back for unpaid days of service. I have pictures of my confirmation that I had paid my bill early. My bank has told me that I need to contact the BBB.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23676620
  Re: ****** ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** states that she paid her phone bill early on July 3, 2025, for services starting July 23, 2025, to August 23, 2025, with confirmation number 8K4FNDO3K010RR7L001.After changing carriers on July 29, 2025, she contacted Cricket Wireless on July 30, 2025, and was informed by a representative that a refund for the unused days of service could not be issued, and she would need to dispute the charge with her bank. She has documentation of her early payment and has been advised by her bank to contact the Better Business Bureau regarding this issue.
  
  We contacted Ms. ****** on August 1, 2025, to discuss her complaint. After reviewing the account, we confirmed a payment was processed on July 3, 2025, and her billing cycle started on the 23rd. Ms. ****** ported her number on July 29, 2025,leading to the cancellation of her Cricket Wireless account. We explained to her that per Cricket Wireless Terms and Conditions, service charges are non-refundable, and account balances are not transferable, refundable, or redeemable for cash. More information can be found online at: ******************************************.
  
  We informed Ms. ****** that although payments are usually non-refundable,we made an exception and issued a refund to her. We explained that the refund process could take 3 to 5 business days. She confirmed she was satisfied with the resolution and had no additional questions for Cricket Wireless regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 08/11/2025

   
  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:07/30/2025

  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 canceled & transferred phones (4) to ******* about 12 months ago - there was an issue first month where they still billed me - their admitted mistake or glitch. Confirmed it was fixed- about 6 months ago I see they never stopped charging me - on a lengthy call - I told them to pull the audio of previous call - they wouldnt- I talked to a couple supervisors - was very heated - and ensured it was now handled. Fast forward 6 months - now - still being charged!! I was a customer for years without a missed payment- also using their most expensive plan. This is insane that they are still doing this at their size - and last convo was very heated which everyone there said they understood my frustration and it was fixed.

  Business Response

  Date: 08/15/2025

  August 16, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23675582
  Re: ***** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *****. In his complaint, Mr. ***** states that he cancelled and transferred four wireless numbers to ******* approximately 12 months ago, despite assurances that the billing issue from the first month was resolved; he continues to be charged.After a lengthy call with Cricket Wireless customer care, where he requested the audio of previous conversations, he was informed that it could not be retrieved. He spoke with multiple supervisors and was assured that the matter was handled. Mr. ***** has found himself still facing charges six months later,which he finds unacceptable given his history as a loyal customer who consistently paid for the most expensive plan. Mr. ***** requests assistance to resolve this issue.
  
  We contacted Mr. ***** on August 11, 2025, to discuss his complaint. After reviewing his account, we discovered that there was one line that remained active on his Cricket Wireless account as the port-out request was never completed, leading to the cancellation of the transfer. We explained to Mr. ***** that Auto Pay remained active on his account, which we confirmed did not have any cancellation requests. We explained to Mr. ***** that, according to Cricket Wireless Terms and Conditions, service charges are non-refundable. More information can be found online at: ******************************************.
  
  Although payments are usually non-refundable, we made an exception for Mr. ***** and offered a refund for the last six months of service since his number showed no usage.  He agreed, and we processed the refund to the original payment method, advising him to allow 3 to 5 business days to receive it.
  
  We also canceled Auto Pay and deactivated the remaining number on his Cricket Wireless account. ******** confirmed he had no further questions regarding his complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:07/28/2025

  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.

  Cricket wireless could not provide cell signal at our residence due to a cell tower outage. Multiple agents assured us they would issue a credit once the problem was fixed prorated for the duration of time service was affected. I was told today that cricket does not issue credit under these circumstances and that they would not do anything further for us.

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23667539
  Re: **** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** *******. In her complaint, Ms. ******* reports a recent cell tower outage in her area. She was assured by multiple Cricket Wireless agents that she would receive a prorated credit for the time she was without service, once the issue was resolved. However, upon contacting customer care,she was informed that ********************** does not issue credits under any circumstances. Ms. ******* is seeking a resolution to this matter.
  
  On July 31, 2025, we contacted ********** to discuss her complaint. We confirmed that a network issue on July 2, 2025, caused significant degradation of the tower closest to her home, which was successfully restored by July 7, 2025. Additionally, another tower remained degraded until July 16, 2025. We informed her that there are currently no network issues in her area, and she confirmed that all services and features are now functioning as expected.
  
  We informed her that, as a prepaid service provider and in accordance with our Terms and Conditions of Service, Cricket Wireless is unable to issue credits for network outages. This is because we cannot guarantee specific network speeds at all times, as connectivity can be affected by various external factors such as terrain, weather, and buildings. Full terms can be found at: ******************************************.
  
  While credits are not typically issued, we apologized for the network incident Ms. ******* experienced and, as a gesture of goodwill, applied a complimentary month of service to her account. She confirmed that no further assistance is needed from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:07/28/2025

  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.

  On February 27th, 2025 at cricket wireless I paid in full for my iPhone 16 plus today July 27th ***** I tried to switch carriers and they told me my phone was locked to the carrier stating that I had to be with there service or 6 months and that my phone wasnt eligible for unlock until next month meanwhile I have done paid for phone service through a different company. My phone is mine and I should be able to do what I will with it I paid over $1000 for it flat out and there holding my phone hostage and will not unlock it for me to switch carriers the company is basically has my phone locked down and will not unlock it.

  Business Response

  Date: 08/06/2025

  August 6, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23662299
  Re: ******* *********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* *********. In his complaint, ************ states that on February 27, 2025, he paid in full for his iPhone 16 Plus, but when he attempted to switch carriers on July 27, 2025, he was informed that his phone was locked to the original carrier. He was told that he needed to remain with their service for six months and that his phone would not be eligible for unlocking until next month, despite having paid for the phone service through a different company. He expresses frustration that, having paid over $1,000 for the device, he feels his phone is being held hostage and is unable to unlock it to switch carriers.
  
  We contacted Mr. ********* on July 28, 2025, to discuss his complaint. After reviewing the **** number he provided, we discovered that his device has been used for only 5 months with active Cricket Wireless service and does not meet the Cricket Wireless unlock policy requirements. The device unlock policy can be found at: *************************************************************************.
  
  We explained to Mr. ********* that although the unlock requirements have not yet been met for the device, as an exception, we have successfully unlocked the device. Mr. ********* confirmed that he was satisfied and had no further questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 08/06/2025

   
  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:07/26/2025

  Type:Sales and Advertising 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 supervisor had been very rude and unaccommodating. She had refused me service and refused to allow me to speak to someone else who can help me. She took my monthly payment $50 and said it was just for a week and not a month.She lied and gave me a fake complaint Inbur5m.

  Business Response

  Date: 08/05/2025

  August 5,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23658494
  Re: ******* ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ******. In her complaint, Ms. ****** reports that *****, the supervisor, was very rude and unaccommodating, refusing her wireless service and denying her the opportunity to speak with someone else who could assist her. Additionally, she states that ***** took her monthly payment of $50 but claimed it was only for a week, which Ms. ****** believes to be misleading. Furthermore, she alleged that ***** provided her with a fake complaint.
  
  We contacted Ms. ****** on July 29, 2025, to discuss her complaint. Upon reviewing her account, we found that her monthly bill was due on July 17, 2025,and her service was suspended due to non-payment. Ms. ****** processed a payment of $50 and enrolled her account in ********* on July 18, 2025, allowing her to split her bill into two payments and giving her seven days of service.Her first ********* ended on July 24, 2025; however, her account was suspended again for non-payment.
  
  We explained that when the monthly payment or the second BridgePay payment is missed, service is suspended. To reactivate service, both a reactivation fee and the monthly service payment are required to initiate a new billing cycle. More information about our BridgePay policies can be found online at: *********************************************************************************.
  
  We offered Ms. ****** a one-time credit to be applied to her wireless account, which she accepted. We assisted her in updating her rate plan to a more suitable plan.Additionally, we recommended adjusting her billing cycle date for better alignment with her preferences; however, she chose to keep the current due date. Finally,we provided details regarding her upcoming bill and informed her that her experience would be escalated to the executive leadership team for further internal review. Ms. ****** acknowledged this and confirmed she had no further questions.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 08/12/2025

   
  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:07/23/2025

  Type:Customer Service 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.

  On 7/22/2025, I contacted Cricket because my phone was lost, they directed me to call Assurion the company they use as insurance in order to get a replacement. I received the the replacement with a sim card. I called Cricket 5 times to get this phone reactivated since they suggested I suspend the number until I receive the new phone. From 5pm through 8:30 pm I called Cricket to assist with reactivating this phone. On the 5th call I finally got someone to tell me the sim card was defective. I asked them to please send a new sim card, instead he was too busy upselling and stated he issued a request and will have some one call me in roughly 3 days to confirm the sim card is defective versus sending out a sim card out. Any other company just sends out a sim card. This is not acceptable. I am requesting a refund on the $40 dollars I was charged for a card that does not work.

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23645483
  Re: ***** ****
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ***** ****. In her complaint, Ms. **** explains her experience with Cricket Wireless after losing her phone and receiving a replacement from the insurance, which included a new *** card. Despite calling Cricket Wireless to reactivate her phone and *** card, she was informed that the *** card was defective. Instead of sending a new *** card promptly, the representative escalated the issue and informed her that someone would call her in approximately three days, which she found unacceptable. Consequently, ******* is requesting a refund of $40 due to the non-functional *** card.
  
  We contacted ******* on July 31, 2025, to discuss her complaint. Ms. **** informed us that the issue had already been resolved, as the phone started working overnight. We apologized to Ms. **** for the inconvenience and confirmed that everything was working properly on her account after a thorough review.
  
  We offered ******* a courtesy credit to her account, which she accepted. We also provided her with the due date and payment amount for the upcoming month. Ms. **** confirmed her satisfaction with the resolution and indicated she had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 08/05/2025

   
  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,
  
  ***** ****