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, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

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

• 

  Cricket Wireless, LLC

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

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

• Initial Complaint

  Date: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:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pay for 5 g service. Get 3 g or no service. Call customer service just to get hung up on. When I asked for a supervisor, the "customer service representative" logged into my account and manually disconnected it

  Business Response

  Date: 06/23/2025

  June 23, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23415469
  Re: ******* ****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* ****. In her complaint, Ms. **** reports that although she has paid for 5G service, she is only receiving 3G service or, at times, no service at all. Additionally, she has experienced challenges when attempting to resolve this issue through customer service. She states that her calls were disconnected, and when she requested to speak with a supervisor,the customer service representative accessed her account and manually disconnected her service.
  
  We contacted Ms. **** on June 5, 2025, to discuss her complaint. After an initial network investigation, we discovered a tower in her area had been under maintenance since May 29, 2025,and was causing intermittent services. This impacts the reliability of her wireless service. We explained to Ms. **** that we created a case with our network team to investigate further and confirm the date when the tower will be restored.
  
  On June 10, 2025, we contacted her and explained that the tower was no longer under maintenance; however, the tower showed a degraded status since June 9, 2025, with a restoration date of July 23, 2025. We offered an account credit for the inconvenience and network outage, and Ms. **** accepted our offer.
  
  We continued to escalate her network case to our technical support team. On June 12, 2025, our technical team confirmed that the tower had been successfully restored, and services were fully restored. We attempted to contact Ms. **** on June 12, 13, and 14, 2025,to confirm that the services were working correctly; however, we were unsuccessful.
  
  Should Ms. **** still need assistance, we encourage her to contact *******, Cricket Wireless Office of the ********* Manager at: ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• 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
  *******, ********

• Initial Complaint

  Date:05/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having problems with my Cricket phones with Cricket cutting my phones off early, etc. I have been shorted days of service sometimes up to 6 days of not getting service, etc. This has been going on for months now. Also, I keep getting locked out of the payment portal which causes endless late fees, etc. My phones also do not ring which causes issues, and I do not get calls. After three calls today and getting cut off, I was told that there were issues with the towers in my area. When I am finally able to get ahold of a person, they say that they will open up a trouble ticket. Another problem is someone keeps forwarding my calls to another number that is not mine, this is happening with a lot of Crickets customers. I have been calling them for years about this and they have not resolved.

  Business Response

  Date: 06/23/2025

  June 23,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23396739
  Re:**** ******
  
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ******. In her complaint, Ms. ****** states she has ongoing issues with her Cricket Wireless devices, including service interruptions of up to six days, difficulties accessing the payment portal, which led to late fees, and problems with her devices not ringing, preventing her from receiving calls. Ms. ****** states her calls are being forwarded to a wireless number that does not belong to her, a problem affecting multiple Cricket Wireless customers. Despite her efforts to resolve these issues, including three calls on the same day, she was informed of tower problems in her area and that a trouble ticket would be opened, yet the issues remain unresolved.
  
  We contacted Ms. ****** on June 4, 2025, to discuss her complaint. Ms. ****** added that someone was hacking her device and forwarding her calls to the wireless number ending in 9980. We shared with her the options to remove the call forwarding from her device, but she mentioned that she would like to keep it active. We investigated the network issue she reported, and confirmed her mailing address,but we did not find any network issues at her location. We offered the option to troubleshoot her device, but she declined. Ms. ****** requested a call for the following week as she was unable to continue with the conversation.
  
  We contacted Ms. ****** on June 16, 2025. She mentioned she was unable to process her last payment and had to pay extra on her bill. We provided alternative payment methods available at Cricket Wireless and explained information regarding the applicable fees. After clarifying her payment issue, we applied a courtesy credit to her Cricket Wireless account.
  
  Lastly,regarding the hacking concern, we confirmed to Ms. ****** that we did not find any fraudulent activity on her Cricket Wireless account. We recommend that she perform a factory data reset after backing up her data on her device to remove any potential malware. Ms. ****** stated that she would not do it.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********