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Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

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    Customer Complaints Summary

    • 1,365 total complaints in the last 3 years.
    • 400 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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:
      Resolved
      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:
      Answered
      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:05/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My father had Cricket Wireless and I cancelled his account in January 2024 after he passed away. His iPhone ************** very good condition and we would like to remove the carrier lock and use it. My dad had this phone longer than 6 months, so the carrier lock should no longer be on the phone anyway. I contacted Cricket Wireless on 5/27/25 at ************ to ask for the carrier lock to be removed, and because my dad's phone number is no longer active, the automated line kept hanging up on me. I could not get through to a person. I tried their online chat, and calling two Cricket stores, and could not get help there either. They told me I needed to call 611 from his phone or the 800 number, even while acknowledging his account was disconnected and I wouldn't get through without an active Cricket number. I would like someone from Cricket Wireless to contact me and look at my dad's cancelled account and remove the carrier lock from his phone, so it can be used instead of treated like a piece of junk or forcing us to sell it to someone else with a Cricket account.

      Business Response

      Date: 06/11/2025

      June 11,2025

      Better Business Bureau
      Online Complaint

      No: 23385900
      Re: ***** *****


      Dear **********

      This correspondence is in response to a complaint filed by ***** ************* her complaint, Ms. ***** states she cancelled her fathers Cricket Wireless account in January 2024, after he passed away. Despite the device being in good condition and having been used for over six months, she has faced significant challenges in removing the carrier lock. She adds that after contacting Cricket Wireless customer care on May 27, 2025, she was unable to reach a representative due to the automated system hanging up on her, as her father's wireless number is no longer active. Ms. ***** shares that she attempted to contact Cricket Wireless online support and two authorized retail stores, but she was also unsuccessful, as they reiterated the need for an active account to resolve the issue. Ms. ***** requests assistance to unlock her dads phone.

      We emailed Ms. ***** on June 2, 2025, to discuss her complaint. We informed her that after reviewing the device information, we confirmed that it was eligible to be unlocked as it has been used for more than 6 months with active Cricket Wireless service meeting the Cricket Wireless device unlock policy requirements.

      Upon successfully unlocking her device, we recommended she reboot the device to complete the process. Ms. ***** confirmed that her device had been unlocked,and she did not have any further questions regarding her case.


      Regards, 

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

    • Initial Complaint

      Date:05/27/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Charge for account that is not mine. They will not allow me to cancel. I want immediate termination of future charges

      Business Response

      Date: 06/16/2025

      June 16, 2025

      Better Business Bureau
      Online Complaint 

      No: 23381765
      Re: ****** *****


      Dear **************************** correspondence is in response to a complaint filed by ****** *****. In his complaint, Mr. ***** states that he is being charged for an account that is not his and Cricket Wireless is refuses to cancel it. He is requesting termination of any future charges.

      We contacted Mr. ***** on June 2, 2025, to discuss his complaint. Mr. ***** informed us that the charges subject to the complaint are associated with his sons account which was set up for ******* using his card. He added that his son contacted Cricket Wireless in March 2023 to request the cancelation of AutoPay and the request was not completed.

      After reviewing his sons account, we confirmed that the account was still enrolled in AutoPay; however, we did not find any interactions requesting the cancelation. We explained that before setting up AutoPay, Terms and Conditions must be accepted to authorize the charges, resulting in valid payments. Furthermore, we advised him that payments are non-refundable, transferable or redeemable for cash. Mr. ***** confirmed understanding and requested ******* be canceled along with the wireless number, as it would not be used. 

      We successfully canceled the AutoPay enrollment from his sons account to ensure that no further payments would be processed, and the account was canceled at his request. Mr. ***** confirmed that no additional assistance is needed from Cricket Wireless. 


      Regards, 

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

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Thursday may 22nd 2025 my card was used to pay someones phone bill at cricket and i have straight talk wireless it was $45 i still have the screenshot of the fraudulent transaction. I would like a refund of my $45 to my card.

      Business Response

      Date: 06/11/2025

      June 11, 2025

      Better Business Bureau? 
      Online Complaint?? 

      No:23376283
      Re: ****** ******


      Dear **********

      This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** reported that on May 22, 2025, her credit card was used without authorization to pay a $45 phone bill at Cricket Wireless. She has service with Straight Talk Wireless. She is requesting help to have the $45 payment refunded to her card.

      We contacted Ms. ****** on May 30, 2025, to discuss her complaint. She confirmed that she had never used Cricket Wireless and that a payment was processed using her card without her knowledge. We apologized to Ms. ****** for the inconvenience and advised her to contact her financial institution to report the unauthorized charges. She mentioned that she had already contacted her financial institution and reported the issue.

      Ms. ****** provided the wireless number that was used to process the payment, and she was able to authenticate the Cricket Wireless account linked to the unauthorized charge. We explained to her that even though Cricket Wireless does not provide refunds, we made a one-time exception for her and assisted Ms. ****** with a refund to the original payment method. We advised Ms. ****** to allow 3-5 business days to receive it.


      Regards, 

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

    • Initial Complaint

      Date:05/26/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      May 15, 2025, I called Cricket customer service to cancel one of my 5 phone lines due to the Death of my mother. The Phone number to be canceled was ************. The customer service representative (***) disconnected the wrong number *************) (wifes phone). My wife needed her phone immediately so we went to the local (Central, ************** 544) office to get the phone reinstated. The phone #*************) was restored and I was charged $60. The local office said that I had to call 611 *** to get credited the $60. On 5/23/2025, I called Cricket customer service to get the ************ disconnected and to get refunded/credited the $60. The *** disconnected the ************ number but would not/could not refund/credit the $60 for restoring the *************) phone number. I asked to speak with a Supervisor. This supervisor (******) said he would not refund $60 saying that we agreed to the disconnection of the wrong number (which we did not). I asked for his supervisor. He said there is no one higher than him that we could talk to. We asked to see or hear the recording of the original call on 5/15/25 and he would not provide that information.I expect to be get refunded/credited the $60.

      Business Response

      Date: 06/09/2025

      June 9, 2025

      Better Business Bureau? 
      Online Complaint?? 

      No: 23378243
      Re: ********* ********


      Dear ****************** correspondence is in response to a complaint filed by ********* ********. In his complaint, Mr. ******** details an incident that occurred on May 15, 2025,when he called Cricket Wireless customer service to cancel his deceased mother's phone line, but the representative mistakenly disconnected his wife's phone. After restoring the wife's phone at a Cricket Wireless authorized retailer and incurring a $60 charge, he sought a refund for this amount during a subsequent call on May 23, 2025, but was informed by a supervisor that a refund would not be issued, despite his insistence that they did not agree to the disconnection of the wrong number. Additionally, he requested access to the recording of the original call, which was denied. He expects to receive a refund of the $60 charged.

      We attempted to contact Mr. ******** on May 28, 2025, to discuss his complaint but were unsuccessful. He reached out to us on May 29, 2025, seeking assistance.After reviewing his account, we confirmed that he successfully restored the line that had been mistakenly canceled following a $60 payment at a Cricket Wireless authorized retailer, and that the correct phone number had been canceled.

      We apologized for the inconvenience Mr. ******** experienced and informed him that his case has been escalated to our executive leadership in the customer care center for further investigation. Additionally, we applied a credit to his account for the amount he paid to restore the line. Mr. ******** confirmed that his primary concern was resolved and that he does not require further assistance from Cricket Wireless.


      Regards, 
      Cricket Wireless ? 
      Office of the President?? 
      ***************************************** NE? 
      *******, ** 30319

    • Initial Complaint

      Date:05/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Data connection issues very slow and doesn't connect drops from 5G to 4G constantly on ************ and other number too . Issues still with receiving calls and receiving text messages still problem continuing, When people call me they get disconnected message

      Business Response

      Date: 06/06/2025

      June 6, 2025

      Better Business Bureau
      Online Complaint

      No: 23376409
      Re: ******* ****


      Dear **********

      This correspondence is in response to a complaint filed by ******* ****. In his complaint, Mr. **** reports data connection issues, noting that his service frequently drops from 5G to 4G,resulting in very slow connectivity on the number ************ and his second number has the same issues. Additionally, he expressed ongoing problems with receiving calls and text messages, stating that when people attempt to call him, they encounter a disconnection message. 

      We contacted Mr. **** on May 20, 2025,to discuss his complaint. We helped him change the phone number ending in 3546 at no charge and advised him to restart his device to receive the new number via SMS. We also escalated his network concerns to our technical support team for further investigation. On May 22, 2025, the technical team reported that the wireless number was not properly provisioned. After troubleshooting, his connection was successfully restored.

      A few days later, Mr. **** informed us that his internet service was fluctuating between 5G and 4G, and he was still missing some calls. We explained that there were no network outages near his location, confirmed his device was properly provisioned, and advised that coverage can vary due to several factors.

      Cricket Wireless Terms and Conditions state: We do not guarantee wireless network availability or services. You cannot access our network outside coverage areas. Coverage maps on our website or in stores provide a general idea of coverage but may not show all gaps.Actual coverage can vary due to terrain, weather, buildings, signal strength,heavy usage, customer equipment, and other factors. You can find the full terms and conditions online at: **************************************************************.

      We provided Mr. **** a courtesy credit to cover a free month of service on his primary and secondary Cricket Wireless accounts for the network issues he experienced. Mr. **** confirmed that he was satisfied with the resolution provided and informed us that he did not need additional assistance regarding his complaints.


      Regards,

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

    • Initial Complaint

      Date:05/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 disconnected my phone number line, I was told that by a previous representative that my plan will become $55.00 per month so that way I can have my phone turn on so I agreed my surprise was my phone got disconnected and also without my knowledge cricket it included a protection plan for $8.00 per month since December 2024 I requested the representative that I needed removed she said she couldn't do it because the line was disconnected. The previous representative told my by lower the monthly plan my phone would not be disconnected but it it disconnected I spoke to rose today she refused to help.Please allow me a moment.9:00 am I see protect is being added to your line since December and you are being charged until December 2024. Also, your account number is ******************** want the phone back turn on.

      Business Response

      Date: 06/12/2025

      June 12,2025

      Better Business Bureau
      Online Complaint

      No: 23373732
      Re: **** ******


      Dear **********

      This correspondence is in response to a complaint filed by **** ******. In his complaint, Mr. ****** states that Cricket Wireless disconnected his line despite being informed that his plan would be adjusted to $55.00 per month to prevent disconnection. He states he was surprised to discover that a protection plan was added to his account without his knowledge, incurring charges since December 2024. Mr. ****** requested the removal of this plan but was informed that it could not be processed due to the disconnection of his line. Mr. ****** requests assistance to resolve this issue.

      We contacted Mr. ****** on May 30, 2025, to discuss his complaint. After reviewing his account, we discovered that Mr. ****** had a BridgePay extension activated.He mentioned that he was unable to process his remaining payment, because he had issues activating his credit/debit card. We clarified how ********* works and explained about the billing and account status consequences if the second BridgePay payment is not made, to help him understand what to expect in the future. More information about our BridgePay policies can be found at: *********************************************************************************.

      We confirmed that Mr. ****** processed the payment to restore his Cricket Wireless services.After reviewing his account details, he requested to remove the Cricket ****************** We explained the benefits of the insurance, confirmed his decision to remove it, and proceeded with the removal. A credit for the Cricket Protect feature was applied to his account. Finally, we provided Mr. ****** with information about his next due date and amount. He confirmed he was satisfied with the resolution.


      Regards,

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

    • Initial Complaint

      Date:05/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 a cricket customer for over five years. We added my line, as well as added two new lines to my boyfriends plan where he already had three lines. The man at the store told us we would have no activation fees, then charged us $130 and gave us no receipt. He put a case on a phone without permission, Im sure we were charged for that. He told us our monthly bill would be $180, well its actually $272. Every time we call Cricket you speak to someone who barely speaks English, and they constantly hang up, managers included, and they disconnect chats just the same. They sim locked all our phones and refuse to unlock them and tell us to go where we originally bought them, but they are literally sim locked to cricket. Thats stealing OUR phones that we paid off. Cricket is a freaking joke. I need a full refund of all my fees of $130, my last months bill, and I need all my phones unlocked immediately, I will be switching to another carrier.

      Business Response

      Date: 06/10/2025

      June 10, 2025

      Better Business Bureau? 
      Online Complaint?? 

      No: 23371661
      Re: **** ********


      Dear ****************************** correspondence is in response to a complaint filed by **** ********. In her complaint, Ms. ******** states that she added her line plus two additional lines to her boyfriends account, which already had three lines. She was charged $130 in activation fees despite being told there would be no charges and did not receive a receipt for this amount. Additionally, she was informed her monthly bill would be $180, but it totaled $272. She also reports that a phone case was added to her account without her consent, potentially leading to extra charges. Ms. ******** experienced difficulties communicating with customer service representatives,citing language barriers and frequent disconnections. Furthermore, she states that all her phones are SIM-locked, and Cricket Wireless has refused to unlock them, which she views as theft since the devices are fully paid off. *********** is seeking assistance to resolve these issues.

      We attempted to contact Ms. ******** on May 28, 30, and June 2, 2025, but were unsuccessful. She reached out to us on June 2, 2025, to discuss her complaint. After reviewing her account, we found she had six lines under the same account, with her first payment after adding the lines totaling $213. We explained that the group discount applies only to 25 lines and offered her the option to keep five lines to qualify for the discount. Ms. ******** informed us that she had initiated a port-out for her lines and preferred to receive a refund for the payment made when activating them. She also confirmed that her phone unlock requests have already been processed.

      Upon reviewing her receipt, we confirmed there were no accessory charges. Although Cricket Wireless typically does not provide refunds, we agreed to make a one-time exception and refund her payment to the original method within 35 business days. Additionally, we informed Ms. ******** that her experience has been escalated to executive leadership for the store location for further internal review. Ms. ******** confirmed that her main concerns were addressed, and she had no further questions.


      Regards, 

      Cricket Wireless ? 
      Office of the President?? 
      ***************************************** NE? 
      *******, ** 30319          

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