Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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Complaints

This profile includes complaints for Cricket Wireless, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,278 total complaints in the last 3 years.
388 complaints closed in the last 12 months.

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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:06/06/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cricket over charging customers paid 55 dollars for one week of service and then they made me pay another 105 dollars to keep service for another 30 days
Business Response
Date: 06/23/2025
June 23, 2025

Better Business Bureau
Online Complaint

No: 23435384
Re: ****** *********

Dear ********************** correspondence is in response to a complaint filed by ****** *********. In her complaint, Ms.********* states that Cricket Wireless is overcharging customers. She explains that she paid $55 for one week of service, and then paid $105 to keep her services for an additional 30 days.

We contacted Ms. ********* on June 11, 2025, to discuss her complaint. After reviewing the account, we found that she had initiated a Bridge Pay extension on May 30, 2025. The Bridge Pay extension allows customers to split their ********************** bill into separate payments. We confirmed she paid $55 on May 30, 2025, $40 went towards her bill,and $15 was for the Bridge Pay enrollment fee. On June 6, 2025, the account was suspended due to non-payment. When Bridge Pay payment is missed, a full bill payment and a reactivation fee are required to restore an account. More information about Bridge Pay can be found at: ****************************************************************************.

We explained to Ms. ********* that the payment of $105 was required to restore her account and start a new billing cycle. We offered a one-time courtesy credit for the payment she made to activate her Bridge Pay, but she declined our offer, and our call ended. We attempted to contact Ms. ********* on June 13 and 16, 2025, but we were unsuccessful. Should she still need assistance, we encourage her to contact *******, Cricket Wireless Office of the ********* Manager at: ************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******,********
Customer Answer
Date: 06/23/2025

Complaint: 23435384

I am rejecting this response because: I spoke to ******* and she did not care to look at the situation at hand, there was no need for a second call being that we didnt agree with what each other were saying. Due to the fact that I am just going to cancel my service end of billing cycle and she didnt wanna do a refund she wanted to do a credit for a service I will no longer be using. I also emailed ******* June 13 after she had called and she never responded so ******* isnt looking for a real solution

Sincerely,

****** *********
Business Response
Date: 06/27/2025
June 27, 2025

Better Business Bureau
Online Complaint

No: 23435384
Re: ****** *********

Dear ********************** correspondence is in response to a rebuttal filed by ****** *********. In her rebuttal, Ms. ********* expresses dissatisfaction with her interaction with the Office of the ********* Manager, stating that the situation was not addressed adequately. She adds that a second call was unnecessary due to the disagreement. Ms. ********* indicated her intention to cancel her services at the end of the billing cycle, but was offered a credit for services that she would no longer use instead of a refund.

We contacted Ms. ********* on June 25, 2025, to discuss her rebuttal. Although payments are typically non-refundable, we made an exception and issued a refund. We explained that the refund process takes 3 to 5 business days to complete. She confirmed she had no further questions regarding her complaint.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******,********
Customer Answer
Date: 06/27/2025

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:06/05/2025
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.
The problems continue with cricket wireless not fixing my service on both lines of ************ and ************ both numbers are spoofed cannot receive incoming calls on either line they refused to fix the service i will be making more complaints with fcc and attorney general and will file civil lawsuit for all the money i lost on devices and service , when you call me it says the person has not set up voicemail and phone never rings
Business Response
Date: 06/27/2025
June 27, 2025

Better Business Bureau
Online Complaint

No: 23430287
Re: ******* ****

Dear **********

This correspondence is in response to a complaint filed by ******* ****. In his complaint, Mr. **** reports ongoing issues with his Cricket Wireless service on both lines, ************ and ************. He says the numbers appear to be spoofed, and he cannot receive incoming calls. Despite his attempts to resolve the problem, he feels the company has not fixed the issue. When called, the phone does not ring and indicates voicemail is not set up. Mr. **** plans to escalate the matter by filing complaints with the Federal Communications Commission and the Attorney General, and may pursue a civil lawsuit for financial losses related to his devices and service. Mr. **** is requesting a refund or for his devices to be unlocked.

We contacted Mr. **** on June *******, to discuss his complaint. We informed him that his network issue has already been escalated to our technical support team during previous complaints, and no network problems have been found with his Cricket Wireless services. We also reviewed the previously made recommendations to improve his device signal, including resetting the network settings. Although his devices did not meet the requirements, we made an exception and processed a remote unlock request for his devices on June 12, 2025.

On June 16, 2025, we contacted ******* to share the final unlocking steps to complete the unlocking process on his devices. He informed us that he would complete the process later, as he had removed the *** card kits from his Cricket Wireless devices. Lastly, we provided Mr. **** with information regarding the Cricket Wireless billing cycle.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:06/05/2025
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 will only unlock a phone ( bought and paid in full with them) if you have an account with them. I purchased my phone and paid in full with Cricket online - I do not use that phone any longer...Yesterday my current phone broke down and I tried switching the *** to the old Cricket purchase phone to find out was still locked ( even though they assured me was unlocked when I left the company). Today I was told that they can not unlock my phone unless I have an active account with them. I am not in a financial condition currently to invest on a new phone and it is completely unfair that I am not able to rely on a phone that was bought and paid in full. I am attaching today's 06.05.25 chat transcript. I am requesting the phone to be unlocked or a refund of $150.00
Business Response
Date: 06/24/2025
June 24, 2025

Better Business Bureau
Online Complaint

No: 23428645
Re: ****** *****

Dear **********

This correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** states that Cricket Wireless is refusing to unlock a device that she purchased online and paid for in full. Although she no longer has active service with Cricket Wireless, her current device has broken, and she attempted to use the Cricket Wireless device she had previously purchased, which was supposed to be unlocked when she left the company. When she contacted Cricket Wireless for assistance, she was informed that the device cannot be unlocked without an active service, which she is currently unable to afford. Ms. ***** is requesting a resolution to this issue.

We attempted to contact Ms. ***** on June 11, 14, and 17, 2025, but were unsuccessful. Should Ms. ***** still need assistance, she may contact *****, Cricket Wireless Office of the ********* Manager, at **************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******, ********
Initial Complaint
Date:06/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
3 accounts opened and charges to CC I did not inquire about or authorize
Business Response
Date: 06/25/2025
June 25, 2025

Better Business Bureau
Online Complaint

No: 23419534
Re: *** ******

Dear ********************** correspondence is in response to a complaint filed by *** ******. In his complaint, Mr. ****** states that three accounts were opened, and charges were made to his credit card that he did not know about or authorize.

We contacted Mr. ****** on June 6, 2025, to discuss his complaint. Mr. ****** informed us that he does not have Cricket Wireless services and confirmed that no one has access to his financial accounts. However, his credit card was used with Cricket Wireless, and he received two devices in the mail. He requested to return the devices. We sent Mr. ****** a return label so he could return the devices to our warehouse. On June 19, 2025, we confirmed with him that we received the devices.

We informed Mr. ****** that, although payments are typically non-refundable, we made an exception for him and issued a refund. We advised him that the refund process takes 3 to 5 business days to complete. We recommend that Mr. ****** contact his financial institution for further assistance with reporting the unauthorized charges and additional steps to safeguard his credit card. He confirmed that he was satisfied and had no other questions for Cricket Wireless.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Initial Complaint
Date:06/04/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm set up for auto pay every month. I wanted to go ahead and make my pay mention online to make sure it got paid. I paid online 04-01-2025. I received a text about the auto pay debit but I figured they would see I already made the payment. I do have a payment confirmation from cricket. They still tried to get the payment, it was declined because I didn't have that extra money. They cut my phone off 2 weeks later. I had to pay ****** to get my phone turned back on. The first payment of ***** was shown to have been, SCELLULA RUS In *********. The auto pay is shown to be taken from **. I did go to the store I. SPRINGDALE and showed them the confirmation text from Cricket but they would not acknowledge it. Still had to pay the ******. All I want is the ***** back. They defrauded me. Thanks for your help.
Business Response
Date: 06/19/2025
June 19, 2025

Better Business Bureau
Online Complaint

No: 23418235
Re: ***** *******

Dear ********************** correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* states that despite being set up for Auto Pay every month, she made an online payment of $88 on April 1, 2025, and received a text about the Auto Pay debit shortly after. The Auto Pay attempt was declined due to insufficient funds,leading to her wireless service to be suspended two weeks later. Ms. ******* visited the Cricket Wireless authorized retail store in ********** with her payment confirmation from Cricket, but the staff did not acknowledge it,resulting in her having to pay an additional $130 to restore her wireless **********. ******* is seeking a refund of the initial $88 payment.

We contacted Ms. ******* on June 9, 2025, to discuss her complaint. After reviewing her account, we found a payment processed on April 1, 2025, using a different credit/debit card than the card registered on her account, for $85. We confirmed to Ms. ******* that Auto Pay did not process any payment on April 1, 2025. We explained that a payment reversal for $85 was submitted on April 14, 2025, associated with the payment made on April 1, 2025, leading to the suspension of her wireless account. On April 17, 2025, she made an additional $130 payment to restore the service. ********** informed us that she would share the bank statement supporting the transaction.

On June 11, 2025, we contacted Ms. ******* to inform her that after reviewing the bank statement, it reflects a $88 payment made to US Cellular instead of the $85 payment processed on her Cricket Wireless account on April 1, 2025. Additionally, Ms. ******* confirmed that the card number used to make the $85 payment was not her card.

We advised her to contact her financial institution to dispute the $88 charge. We applied a one-time credit to her account to compensate her for the reactivation fee she paid due to the unexpected suspension. Ms. ******* confirmed she understood the information provided and had no additional questions regarding her complaint.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 06/19/2025

Complaint: 23418235

I am rejecting this response because:

Sincerely,

***** *******. The card I made the ***** from. Is the card on file for my auto pay. I have the text from Cricket saying they received my payment. Cricket erased the history showing I made the payment. I believe my payment was hijacked by someone within Cricket. The text says HI this is Cricket confirming your payment of *****. You can manage your account by going to the Cricket app. When I made my payment I used the link to take me to the Cricket Website. I put in my phone number and amount of my payment of ***** and submit payment. Then I got the payment confirmation by text shortly after. It is evident whoever got the payment online did not record it and the auto pay s tried to process the auto pay. By that time there were not enough funds on the card on file so for some reason they tried to take the auto pay from a very old debit card which I do not have any more. I paid them 2***** for 1 month of phone service. I have no idea who US Cellular is. I just want my ***** back.
Business Response
Date: 07/01/2025
June 30, 2025

Better Business Bureau
Online Complaint

No: 23418235
Re: ***** *******

Dear ********************** correspondence is in response to a rebuttal complaint filed by ***** *******. In her rebuttal, Ms. ******* states that the card used for her $85 payment is the card she has enrolled for Auto Pay, and she received a confirmation text from Cricket Wireless acknowledging the payment. However, she claims that Cricket Wireless erased the payment history, leading her to believe that her payment was mishandled internally. Additionally, she notes that the Auto Pay attempted to process the payment from an outdated debit card, resulting in insufficient funds, despite having already paid $85.00 for one month of service. Ms. ******* is seeking a refund of the $85.

We contacted Ms. ******* on June 9, 2025, to discuss her initial complaint. After reviewing her account, we found a payment processed on April 1, 2025, using a different credit/debit card than the card registered on her account, for $85. We confirmed to Ms. ******* that Auto Pay did not process any payment on April 1, 2025. We explained that a payment reversal for $85 was submitted on April 14, 2025, associated with the payment made on April 1, 2025, leading to the suspension of her wireless account. On April 17, 2025, she made an additional $130 payment to restore the service. Ms. ******* informed us that she would share the bank statement supporting the transaction.

On June 11, 2025, we contacted Ms. ******* to inform her that after reviewing the bank statement, it reflects a $88 payment made to US Cellular rather than to her Cricket Wireless account on April 1, 2025. Additionally, Ms. ******* confirmed that the card number used to make the $85 payment was not her card. We advised her to contact her financial institution to dispute the $88 charge. We applied a one-time account credit to compensate her for the reactivation fee she paid due to the unexpected suspension.

We respectfully request that this complaint be closed, as we have previously counseled Ms. ******* to reach out to her financial institution to dispute the charge.

Regards,

Cricket Wireless
Office of the President
********************* NE
*******, ********
Initial Complaint
Date:06/04/2025
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 05/25, I & an existing cricket wireless customer visited a ******************** branch at **************************************************** to add their phone line to my cricket phone plan under my name. We decided to make this change to save us money by having the 3 line multi-line plan. The manager at that branch named "Emi" verified our cricket accounts & told us we did qualify to make the change, which she proceeded to help us with. She told us that the change would take effect before our next payment due date which was going to be in a few days from then. Emi mentioned a supposed "$15 dollar fee" was required to add the existing customer's line to my phone plan, so we handed her a debit card, but refused to take because according to her, we could only pay it in cash. We gave her the $15 dollars in ********** told us to follow up with her the next day to confirm the change was successful. She gave me her phone# ************* but when I texted her the next day, she said her system was down at that moment & to call her back later. On 05/27 I went to a different branch to inquire about the change & the employee let me know there was no change done on my account. I then spoke over the phone with another manager about the *************** said she would escalate the problem to a district manager. On 05/28, we went back to Emi's branch to figure out what was going on & she said that customer service had did not do the phone line change due to an "issue" with the other customer's account, which she did not clarify what exactly it was. We asked Emi for a refund for our $15 dollars that we paid on 05/25 since no change was done & we no longer wanted the phone line change at the moment. She claimed Cricket or customer service could not do refunds for that fee. We requested a receipt instead to try to negotiate a refund with cricket for that fee but she claimed she could not have access to it. I want to know where that money ended & why we were not given a receipt that same day.
Business Response
Date: 06/26/2025
June 26,2025

Better Business Bureau
Online Complaint

No: 23416362
Re: ******* ******

Dear **********

This correspondence is in response to a complaint filed by ******* ******. In her complaint, Ms. ****** states that an incident occurred in May 2025 at a Cricket Wireless authorized retail store in **************, *****, where she and an existing customer attempted to add a line to her account. The ********************** authorized retail store manager, ***, confirmed their eligibility for the change and requested a $15 fee, which they paid in cash. However, Ms. ****** states that when she followed up, she learned that no changes had been made to her Cricket Wireless account due to an unspecified issue with the other customer's account. Despite requesting a refund for the fee paid and a receipt for their transaction, the authorized retailer informed her that refunds were not possible and that she could not provide a receipt. Ms. ****** requests assistance to resolve this issue.

We contacted Ms. ****** on June 12, 2025, to discuss her complaint. After reviewing her account, we confirmed that no changes were made to her Cricket Wireless account. We explained that a prorated payment is required to merge a line with a different Cricket Wireless account. After validating that the $15 fee she paid at the authorized retailer was not processed to her account, we offered to issue a refund as an account credit, which she agreed to. We informed Ms. ****** that her feedback would be escalated to the executive leaders who work directly with the authorized retailer and assured her that they would investigate internally.

We offered Ms. ****** the option to complete the account merger, but she did not have the details related to the wireless number that she was attempting to add to her Cricket Wireless account. She mentioned that she would obtain the wireless number information and contact us on June 18, 2025. Since we did not receive a call, we attempted to contact her on June 18 and 25, 2025, but were unsuccessful. Should Ms. ****** still need assistance, she may contact *******, Cricket Wireless Office of the ********* Manager, at **************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******, ********
Customer Answer
Date: 07/02/2025

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:06/03/2025
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 April 27, 2025, unbeknownst to me at the time, and without my authorization, salesperson ******, charged my credit card for two items Item 1 did not receive: WIWU Quick USB-C Fast Charger Wi-U001 White CAWCET000182, $49.99 plus tax minus discount of $15.80 for total of $37.70; Item 2: Magnetic Ring Circle Guard Fused Ultimate Hybrid Case Blue MGGUARD-IP-14-BLUE, $34.99 plus tax minus discount of $11.06 for a total of $26.38; AND and one Service Plan PRTHG CTN, $12.00. On May 29, 2025, salesperson ***** removed the Service Plan, $12.00, from my account, but was not able to refund me the amounts charged to my credit card for the charger or case. I left two messages with *****, once in person at the Cricket store and by phone on May 29, 2025, for her manager ****** to call me regarding the two unauthorized charges to my credit card of the charger and case. Manager has not returned my calls. I request a refund for the two unauthorized charges for the charger $37.70 and the cell phone case $26.38 for a total refund of $64.08
Business Response
Date: 06/26/2025
June 26, 2025

Better Business Bureau
Online Complaint

No: 23410977
Re: **** **********

Dear **********

This correspondence is in response to a complaint filed by **** **********. In her complaint, Ms. ********** reports that on April 27, 2025, a Cricket Wireless salesperson charged her credit card without her authorization for two items she did not receive: a WIWU Quick USB-C Fast Charger priced at $37.70 and a Magnetic Ring Circle Guard Fused Ultimate Hybrid Case priced at $26.38. Additionally, a $12 service plan charge was applied but subsequently removed by a different Cricket Wireless salesperson on May 29, 2025. Despite leaving two messages for the store manager concerning these unauthorized charges. Ms. ********** has not received a response. She is requesting a full refund of $64.08 for the unauthorized charges related to the charger and the case.

We contacted Ms. ********** on June 18, 2025, to discuss her complaint. We explained that her experience has been escalated to the executive leadership for that location to investigate internally. As a resolution, we issued a credit to her account equal to the disputed charge, and we informed her about her next balance and due date. ************* expressed satisfaction with the resolution provided.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:06/02/2025
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 was trying to switch my service over from ******* to cricket wireless using my same phone number but for some reason it wasnt letting me transfer the number/add the sim to my phone. I paid 85 for a service I didnt use and cricket is saying they dont do any type of refunds for this issue
Business Response
Date: 06/12/2025
June 12, 2025

Better Business Bureau
Online Complaint

No: 23409361
Re: ****** ********

Dear ********************** correspondence is in response to a complaint filed by ****** ********. In her complaint, *********** states that she attempted to switch from ******* to Cricket Wireless using the same phone number. She explains that she could not transfer the number or add the *** card to her phone. She paid $85 for a service she did not use, and Cricket Wireless mentioned that there are no refunds of any type.

We contact Ms. ******** on June 4, 2025, to discuss her case. After reviewing the account, we found that *********** had been assigned a new Cricket Wireless number upon activating the account on May 8, 2025. She could not complete the port of her number. We confirmed that the line was canceled per customer request on May 11, 2025. We explained to her that the Cricket Wireless Terms and Conditions of Services state that amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Full Terms and Conditions can be found at: ******************************************.

We informed Ms. ******** that,although payments are non-refundable, we made an exception and issued a refund.We explained that the refund check would arrive by mail within 7 to 10 business days. She confirmed she was satisfied with the resolution and had no further questions for Cricket Wireless.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Customer Answer
Date: 06/12/2025

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:05/30/2025
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 paid for the cost of this device ******** Galaxy s24 fe) as well as $60 for a month of ********* services and $45 for extra charges for porting in my old phone number. I was never given the chance to use the device, because I was told to delete my eSIM number from my device by a ********************** **************** Rep. ** that he could port in my old phone number, that he charged me $45 to do (even though I was told by another *** that, this could be done free of cost). **, I delete my eSIM, from my phone as I was told by the *** from Cricket Wireless. Under a verbal agreement that he would email me my new eSIM, so that I could use my new phone with my old phone number. After waiting 24hrs. I never received my eSIM which rendered the device useless. I only bought this new phone, so that I could stay in touch with my family and P.O. while I was in *****. After a month of frustration, I reached out to Cricket Wireless about unlocking the device, so that I could cut my losses with them, and move on to another carrier. But rather than honoring their mistake on telling me to delete my eSIM, which left the device useless. They tell me, NOT ONLY will they not unlock the phone but...They actually expect me to come back for at least another 6 months before they will unlock the phone. And they're refusing to give me 2 months of free service to cover the $105 worth of coverage, that I already paid for. And never got to use, because of their bonehead mistake. At this point, I just want my money back or have them simply unlock the phone. And keep the $105 They charged me for services I never was allowed to use.
Business Response
Date: 06/16/2025
June 16, 2025

Better Business Bureau
Online Complaint

No: 23398509
Re: ******* *****

Dear **********

This correspondence is in response to a complaint filed by ******* *****. In his complaint, Mr. ***** says he paid for a ******* Galaxy S24 FE device, $60 for one month of unlimited services,and $45 to transfer his old phone number. A Cricket Wireless customer care agent told him to delete his eSIM to complete the porting process, and promised he would get a new eSIM by email. After 24 hours without receiving the new eSIM, his device stopped working. After a month of problems, when he asked to unlock the device, he was told it wouldnt be unlocked and that he must stay with Cricket Wireless for six months. Mr. ***** also asked for two months of free service to make up for the unused coverage, but his request was denied. He is now asking for a refund or an immediate unlocking of the phone.

We contacted Mr. ***** on June ******, to discuss his complaint. After reviewing his device information, we discovered that the device had been active with Cricket Wireless service for less than 2 months and is not yet eligible for unlocking. We explained to him part of the Cricket Wireless device unlock policy, requiring a six-month device tenure as stated in the Terms and Conditions of Service. More information can be found at: ******************************************.

We offered Mr. ***** the option to activate his device on a new ********************** account, which he accepted. We completed the activation of his wireless number successfully and explained that after reaching 4 months of active service, we would process the unlock of his device as an exception for the inconveniences he experienced. Mr. ***** confirmed that the services worked as expected after the activation of the device and confirmed he would contact us back to process the unlock request once the time provided was completed.

Mr. ***** can contact ******, Cricket Wireless Office of the ********* Manager at **************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******, ********
Customer Answer
Date: 06/16/2025

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:05/30/2025
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.
Unlock my phone that rightfully belongs to me i outright paid for my cellphone and this is a month to month service plan we decided to go with a cheaper service so when I go to unlock my phone it says it can be unlocked then come to find out I'm being told I can't because I haven't had service on the phone for over 6 months that shouldn't matter seeing as ITS MY PROPERTY unless yall are going to pay me back for what I spent on the phone then it needs to be UNLOCKED NOW my mom has had the account over a year so what does it matter when we added a line let alone what I can and can't do with MY OWN PROPERTY plus you don't make anyone aware of this before hand unless they try and unlock it
Business Response
Date: 06/09/2025
June 9, 2025

Better Business Bureau
Online Complaint

No: 23396979
Re: ******* ******

Dear ********************** correspondence is in response to a complaint filed by ******* ******. In her complaint, Ms. ****** expresses frustration regarding the inability to unlock her device, which she asserts she rightfully owns after paying for it outright.She indicates that despite having a month-to-month service plan and switching to a cheaper service provider, she was informed that the device could not be unlocked due to not having service for over six months. Ms. ****** emphasizes that this restriction is unwarranted as the device is her property, and she questions the policy that was not communicated to her prior to attempting to unlock the device. Ms. ****** is requesting assistance to unlock her device.

We attempted to contact Ms. ****** on May 30, 2025, and June 2, 2025, but were unsuccessful. We emailed her to inform that after reviewing the information of the device, we found that it had been used with active and paid service for only three months, which does not meet the Cricket Wireless unlock policy requirements. This device must be active with Cricket Wireless service for an additional three months to be eligible for unlocking. The Cricket Wireless unlock policy can be found at: *************************************************************************.

As a resolution, we offered ********* the option to reactivate her wireless number at no cost, granting one month of free service as a one-time courtesy, to activate her device and allow her to continue service until the device meets the required tenure. Ms. ****** declined our offer. Should she decide to accept our offer, we will be happy to assist her.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********

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Cricket Wireless, LLC is NOT a BBB Accredited Business.