Complaints

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

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

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

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:05/20/2025

  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.

  On May 16, 2025, I went to cricket wireless to upgrade my phone and husband's phone, I filled out the progressive leasing for the phones and the cases, during which time after signing the ***resentative said there is a glitch in system with progressive leasing that they have been down, and that it didn't put my husband's phone on the lease, so we said we will go ahead and pay for that phone out right. We understood things happen we proceed to leave at which time the *** handed us the smart watches "on them" (CRICKET WIRELESS) because of all the trouble. I said I would come back in a couple days to see about my lease because I was being charged for my phone more than what I was quoted, she said to just call progressive leasing in- stead. We said thank you and left.May 19, 2025, I called progressive leasing to be told that the two watches that cricket wireless had given us was on my lease agreement, I said no they gave those smart watches to us because of all the trouble, she told me I would need to contact the store, I said I'm not doing this they told me to contact you. So, on that note I went back up to the store Cricket wireless on May 19, 2025, and the cricket ***resentative which was the same lady from Friday who had given us the smart watches was the one I spoke with again and she proceeded to tell me that the watches didn't show on her end, so I had to call progressive leasing again only for him to tell me that I would have to return the smart watches or have the *** cancel the watches, I asked how if they don't show the watches on their end, and when I called progressive leasing they wanted to speak with store *** and I had him on speaker. I left went home and got one of the smart watches to return and the cricket wireless *** said that in order for her to cancel the watches I would have to bring the phone and the cases back up there, I said all the packaging has been trashed. Now I am being charged for two smart watches that were given to me for FREE!

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23352510
  Re: ***** ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** describes her experience on May 16, 2025, when she attempted to upgrade both her and her husband's phones at a Cricket Wireless authorized retailer. During the process, a representative explained that a glitch with ******************* caused her husband's phone to be excluded from the lease, requiring them to pay for it outright. As compensation, the representative provided two smartwatches.However, when Ms. ****** contacted Progressive Leasing on May 19, 2025, she discovered the watches had been added to her lease agreement without her authorization. Upon returning to the store, she was told the watches did not appear on their system, yet she was still charged for them, causing confusion about their status and the return process.
  
  We contacted Ms. ****** on May 29, 2025, to discuss her complaint and apologized for the inconvenience she experienced. After reviewing her account, we informed her that we would escalate the matter to the executive leadership team for further investigation into the purchase and lease details. On June 3, 2025, we updated Ms. ****** that Progressive Leasing had removed the smartwatches from her lease and confirmed that she would not be charged for them.
  
  Ms. ****** expressed satisfaction with the resolution and had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:05/19/2025

  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.

  On May 14th 2025 I attempted to pay my service bill of $65 to Cricket Wireless to receive phone service plan that includes unlimited talk, text and data. This was done using my *************** card.On Crickets app, the transaction was declined twice without reason, there were sufficient funds, correct billing information and no restrictions on my card. However each time funds were held without me receiving services.I attempted to pay in store ($70) and over crickets automated phone system to receive the same issue.Ive tried this with multiple payment methods, and today on May 19 with ***** Cash attempted an $65 payment through Crickets app, and the same thing is ************ cricket is declining my card without reason but funds are still being withheld from me for days or weeks at a time.I left the transaction ID from the most recent attempted transaction made with Apple Cash 5E0364F7EC47 With this complaint.

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23349374
  Re: ***** ***********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ***********. In his complaint, Mr. *********** states that he attempted to pay his Cricket Wireless bill on May 14, 2025, but his transactions were declined and placed on hold twice even though there were sufficient funds, correct billing information and no restrictions on his card. He tried processing his payment at a Cricket Wireless authorized retail store, ***** cash and over the phone but he encountered the same issue. He is requesting a resolution to this issue.
  
  We attempted to contact Mr.*********** on May 24, 27 and 30, 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
  *******, ********

• Initial Complaint

  Date:05/19/2025

  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 tried to get a hold of them to ask about my bill, the supervisor hung up on me after holding for 30 minutes and then I called back and asked for the CEO, waited 40 minutes and they hung up on me. I have been with them for 5 years and never missed a payment.I had until May 18 to make a payment and they cut it off early I would like to talk with someone about this.

  Business Response

  Date: 06/09/2025

  June 10, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23328921
  Re: ***** ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** states he has attempted to contact the company to inquire about his bill, noting that a supervisor hung up on him after a 30-minute hold, and upon calling back to request the CEO, he was again disconnected after waiting 40 minutes. Mr. ****** highlighted that he has been a loyal customer for five years without missing payment, and he was dismayed to find that his service was cut off prematurely,despite having until May 18, 2023, to make a payment. Mr. ****** seeks to discuss this matter with someone who can assist him.
  
  We attempted to contact Mr. ****** on May 26, 29, and June 2, 2025, but were unsuccessful. Should Mr. ****** still need assistance, he is encouraged to contact ******, Cricket Wireless Office of the ********* Manager at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/19/2025

  Type:Billing 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'm extremely disappointed in the fact that cricket shut down the option where you can pay your bill for free online. But the only options were available are the ones that charge you a fee. When you attempt to pay through their system it tells you that it's not working for the free pay. But ironically all the other options were they collect a fee from their customers are up and running fine. I feel this is the deliberate act to generate extra profit and take advantage of consumers. I would like to be refunded the fee that I was charged through the same exact system that I normally use.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23346824
  Re: ***** ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** expressed disappointment over Cricket Wirelesss recent removal of the free online payment option, noting that the remaining options now incur fees. He reported that when attempting to use the free payment system, it was non-functional,while the fee-based options were working. Mr. ****** believes this change is a deliberate effort to generate additional profit at the consumers expense and has requested a refund for the fee charged through the payment method he usually uses.
  
  We contacted ********* on May 20, 2025, to discuss his complaint. He explained that the Quick Pay option on the Cricket Wireless website was not working, which forced him to make a payment over the phone and incur an additional $5 fee. We informed him that the Quick Pay option is still available on the website and confirmed it is functioning correctly for future payments. Additionally, we found no reports indicating that the Quick Pay feature was down.
  
  We applied a one-time courtesy credit to his account for the inconvenience he experienced.
  We also provided information about his upcoming billing cycle and alternative payment **********. Butler confirmed that his main concern has been resolved and that he does not require any further assistance with this case.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319      

  Customer Answer

  Date: 06/02/2025

   
  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:05/16/2025

  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.

  Last month tried to make online payment for over a week. Called & was told they're having issues with system & that they've had several such calls for the past 2 weeks, but to try again after 24hrs. Tried again & after a total of 1.5 weeks had to call to get payment made over phone. I was told that the issue wasn't them but with my bank rejecting the payment. I went to my bank & the lady showed me that it wasn't them. Showed me where cricket never even tried to pull the $ from my account.. Now its happening again this month (May, 2025). I believe they're doing it on purpose to either 1-force people to sign up for auto payments, 2-to be able to collect the extra $5 fee for having to pay over phone or in person at the store, or 3-to get those of us on the $100 plan to leave or up grade since the new 4line plan is now $120 instead of $100

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23337762
  Re: ******* **** **
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* *********** his complaint, *********** details his frustration regarding repeated issues with online payments over the past two months. He experienced a week of unsuccessful attempts to make a payment, during which he was informed of ongoing system issues. After being told the problem was with his bank, he discovered that Cricket Wireless had not even attempted to withdraw the funds. Now, he is facing similar difficulties again in May 2025, leading him to believe that these issues may be intentional,potentially aimed at encouraging auto payments, collecting extra fees for phone payments, or pushing customers on the $100 plan to upgrade to the new $120 four-line plan. *********** is requesting a resolution to the online payment issue he is experiencing.
  
  We attempted to contact Mr.**** ** on May 22, 26, and 29, 2025, but were unsuccessful. Should he still need assistance, we encourage him to contact *******, Cricket Wireless Office of the ********* Manager at: ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******,********
  

• Initial Complaint

  Date:05/16/2025

  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 contacted them online and they said I have 2 more months before I can transfer to another carrier. I still can&#**;t get in to my account. I can&#**;t renew my service. They sent me a whole lot of links and none of them would let me in to my account. It has been 3-4 days and I can&#**;t get anyone on the phone. I have received a text from them but it is still not resolving my problem.I would like to get in to my account or for them to give me another phone.

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23338326
  Re: ******* ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ******. In his complaint, Mr. ****** states he contacted Cricket Wireless online and he was informed that he had to wait two more months before to transfer his line to a new phone service provider. He states he cannot access his Cricket Wireless account, and he has received numerous links from Cricket Wireless, but none of which have allowed him to log in or renew his service. Additionally, he noted that he has been unable to reach anyone by phone call for assistance and has only received a text message that did not resolve his problem. Mr. ****** requests assistance to resolve this issue.
  
  We attempted to contact Mr. ****** on May 23, 26, and 29, 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
  *******,********
  

• Initial Complaint

  Date:05/15/2025

  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.

  Cricket Wireless has charged my checking debit card for $122.13 on May 15, 2025 and this was not authorized. I do not and have never had an account or cell phone service with this company. My bank as well as a local Cricket store provided me with 2 different phone numbers to contact this company but without an account with them, I cannot speak to anyone to research this fraudulent charge.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23335268
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** states that Cricket Wireless charged her debit card $122.13 on May 15, 2025, without her authorization. She also confirms that she does not have, nor has she ever had,an account or cell phone service with the company. Additionally, Ms. ****** mentions that both her bank and a local Cricket Wireless authorized retail store provided her with two different phone numbers to contact Cricket Wireless. However, since she does not have an account, she has been unable to reach anyone to investigate this fraudulent charge.
  
  We contacted Ms. ****** on May 26, 2025,to discuss her complaint. After reviewing her claim, we confirmed that she does not have an account or services with Cricket Wireless. We apologized for the inconvenience and advised her to contact her financial institution to report the unauthorized charges and seek assistance in recovering the funds. We also explained that, to locate a payment, we require authentication of the Cricket Wireless account associated with the wireless number on which the payment was made. Ms. ****** confirmed that she had already contacted her bank and that her card had been cancelled.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********
  

• Initial Complaint

  Date:05/13/2025

  Type:Billing 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 has access my account for 6 payments and I don't have an account with them at all. I contacted my bank and tried to contact Cricket but no one will speak to on the phone or help you in store unless you have an account. I just want my information removed from their payment records. Employee in store says there is nothing they can do.

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23317305
  Re: ******* **********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* **********. In her complaint, ************* states that Cricket Wireless has accessed her financial account for six payments despite not having an account with them. She has reached out to her bank and attempted to contact Cricket Wireless but has been unable to receive assistance either over the phone or in-store, as employees have informed her that help is only available to account holders. Ms. ********** is seeking the removal of her information from Cricket Wireless' payment records,yet she has been advised by in-store staff that there is nothing they can do to assist her.
  
  We contacted Ms. ********** on May 16, 2025, to discuss her complaint. Ms. ********** highlighted that she does not have Cricket Wireless services and confirmed that no one has access to her financial accounts. However, her credit card was used with Cricket Wireless. We explained to Ms. ********** that to find a service payment, we need the wireless number and must authenticate the Cricket Wireless account associated with it.
  
  We advised Ms. ********** to contact her financial institution for further assistance with reporting the unauthorized charges and the refund request. Ms. ********** understood the information and confirmed she would contact them.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

  Customer Answer

  Date: 05/30/2025

   
  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:05/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a **************** 2025 from Cricket Wireless. Unfortunately, I only turned the phone on 10 days after receiving it. I went to a Cricket store to activate it, and the next day I reported serious problems with the camera and microphone. They refused a return, saying more than 7 days had passedeven though I had just activated and seen the phone for the first time in their store.They agreed to exchange it once, but the replacement had the exact same issues: very poor camera quality and microphone problemsI can barely hear my wife on calls. One Cricket employee even told me, This phone feels like a fake.I offered to pay the price difference to get a better phone, but they refused. When I asked to file a complaint, they said, "We dont take complaints." Ive been very disappointed with the device and the customer service.

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23316139
  Re: **** ****
  
  
  Dear ********************** correspondence is in response to a complaint filed by **** ****. In his complaint, Mr. **** explains that he purchased a **************** 2025 from Cricket Wireless but only turned the phone on 10 days after receiving it. Upon activation at a Cricket Wireless authorized retail store, he reported serious issues with the camera and microphone the following day, but the store refused a return due to the elapsed 7-day period. Although they agreed to exchange the device, the replacement exhibited the same problems, leading to further dissatisfaction. He also expressed frustration when an employee remarked that the phone felt like a fake, and despite offering to pay the price difference for a better model, his request was denied.
  
  We contacted Mr. **** on May 12, 2025, to discuss his complaint. After reviewing his account and purchase receipt. We tested his device, we confirmed issues with the audio. We sent him a return label to return the defective device and advised him that we he would send him a different model as a replacement. On May 15, 2025, we confirmed that he had received the replacement device, and the services were activated successfully. However, Mr. **** informed us on May 22, 2025, that after reviewing the device features, these did not match the features of the phone he had returned to us.
  
  We shared with Mr. **** the device options that would match the ****************, and he agreed to receive another replacement. We confirmed that he received the second replacement device on June 2, 2025. After activating the device, he confirmed that the services are working correctly and that the new device he received does match the features of the original phone he had purchase and wanted in a device.  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:05/11/2025

  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.

  On March 24, 2025, I ordered three Cricket service lines through your website. One line included a physical device, and the remaining two were eSIM-only activations. Prior to purchase, I verified device compatibility through Crickets online checker and proceeded under the explicit representation on your website and in post-purchase emails, which stated: "Your phones will not be activated until you insert your SIM/eSIM and activate online." Upon receiving the eSIMs, I attempted to activate both lines online. Both attempts failed due to compatibility issuesdespite prior verificationand I was never able to complete activation or use the services. On March 27, 2025, I contacted customer service to request a refund for the two non-activated lines and supervisors were unprofessional. I was inaccurately told that the lines were activated, contrary to both the facts and Crickets own policy language regarding activation procedures. I filed a dispute with my bank and was in the process of recovering $110 for the two unusable lines. I was still actively using the third, properly activated line. Cricket unlawfully suspended my service on that third linebefore payment was even dueclaiming I owed the disputed $110. Cricket then demanded I pay both the legitimate charge and the amount under dispute in order to regain access to the one active line. Due to this coercive and unlawful practice, I had to cancel the third line. Cricket retrieved the $110 from my bank and posted it as a credit to an account that was no longer in serviceeffectively withholding funds for services never rendered and for an account that I no longer used. This conduct is a clear violation of both federal and state consumer protection laws. Under the *** Act, businesses are prohibited from making false or misleading claims and must honor their own service terms. Also violates T.C.A. 47-18-104(b)(27).

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23315715
  Re: ****** *****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** placed an online order on March 24, 2025, for three Cricket Wireless linesone with a physical device and two as eSIM activations. Although she confirmed device compatibility before buying,the eSIM lines failed to activate. **************** incorrectly told her the lines were active, which goes against the Cricket Wireless policy. After she disputed the charges for the two inactive lines with her bank, Cricket Wireless suspended her third active line and demanded payment for both the valid and disputed charges, leading to her service being canceled. Additionally, the disputed funds were returned and credited to an account that is no longer active. Ms. ***** is requesting a refund
  
  We contacted Ms. ***** on May 20, 2025,to discuss her complaint. After researching her account, we found that ******** cancelled her lines after being informed that her phones were not compatible with Cricket Wireless. Ms. ***** shared with us that she verified the compatibility of her devices on the ********************** website before activating the services, and it showed that they were compatible.
  
  We apologized to her for the inaccurate information displayed on the website and explained that even though Cricket Wireless does not provide refunds, we initiated a refund for her as an exception. We confirmed that she would receive her refund at the mailing address provided within 5-7 business days. Ms. ***** did not have any further questions regarding her complaint.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  

  Customer Answer

  Date: 06/01/2025

   
  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,
  
  ****** *****