Complaints

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

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

  1100 S 14th St Kingsville, TX 78363-6353

• 

  Cricket Wireless, LLC

  12018 W 95th St Lenexa, KS 66215-3803

• 

  Cricket Communication

  130 Black Horse Pike STE 316 Audubon, NJ 08106-1962

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:03/12/2025

  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.

  Went to swich over our phones. Hit bring my own number. Instead they activated a new line. Then refused to let us use our current number. They also refused a refund for something I never used! I am currently trying to dispute the charges with my bank. Pretty ******* guessing this is how they do all thier customers. They need to be stopped.

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23051317
  Re: ***** ********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ******** states that while attempting to port her number, a new number was activated.She reports that the company refused to allow her to use her current number and denied her a refund for a service she never utilized. Furthermore, she is currently disputing the charges with her bank, expressing frustration over her experience and concern regarding the treatment of customers.
  
  We contacted Ms. ******** on March 13, 2025, to discuss her complaint. After reviewing the account, we found that a new number was activated on March 11, 2025, and was canceled the same day. 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 explained to Ms. ******** that even though payments are non-refundable, we made an exception and issued a refund. We advised her the refund process takes 3 to 5 business days to receive to the original form of payment. Ms. ******** confirmed she was satisfied with the resolution provided and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:03/11/2025

  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.

  I signed up for a Cricket Wireless plan online, but I was misled into purchasing the wrong plan. I did not fully understand what I was agreeing to when I clicked Accept on the terms and conditions. They misled me to believe i would retain my existing phone number. When I realized the mistake, I immediately contacted Cricket to request a refund, but they refused, stating that my acceptance was final. I asked to rescind my acceptance of the terms, but they denied my request. This feels unfair, as I was not given a clear way to undo the purchase and the website was misleading in saying i could keep my existing number. I have since disputed the charge with my credit card company. However, Cricket may still try to collect the $310 from me or send me to collections. I am requesting a full refund or a resolution that does not negatively impact my financial standing.

  Business Response

  Date: 03/26/2025

  March 26, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23052692
  Re: **** ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by **** ******. In his complaint, Mr. ****** states that he signed up for Cricket Wireless online but was misled into purchasing the wrong plan, believing he would retain his existing phone number. Upon realizing the mistake, he promptly contacted Cricket Wireless to request a refund. His request was denied, as the company stated that his acceptance of the terms and conditions was final. He expressed concerns about the misleading nature of the website and the lack of a clear option to rescind his acceptance. Additionally,he has disputed the charge with his credit card company, fearing that Cricket Wireless may attempt to collect the $310 or send him to collections, and he is seeking a full refund or a resolution to resolve his issue.

  We contacted Mr. ****** on March 14, 2025, to discuss his complaint. After researching his account, we confirmed that the Cricket Wireless account was activated with a new number, not his existing number. He added that he did not want to use the service with the new number and would like to port his existing phone number to Cricket Wireless. We explained to Mr. ****** that as outlined in the Cricket Wireless Terms and Conditions of Service, 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: ******************************************.

  Although payments made to Cricket Wireless are non-refundable, we made an exception for Mr. ****** and initiated a refund to his original form of payment.  He should receive his refund within 5 - 7 business days. Additionally, we offered the option to activate his account with his existing number; however, he stated that he would complete the activation process himself once his refund was completed. Mr. ****** confirmed that he does not have additional questions regarding his case.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

  
  

• Initial Complaint

  Date:03/11/2025

  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.

  On March 7, 2025, my daughter, ***** ****, went into the store and asked to switch two phones from her current provider to Cricket. The woman charged her for service on two phones, activation fees and made her purchase an item from the store stating that they do not do "cold" sales. The total came to $201.38. After my daughter paid the bill, the woman took her phone to activate Cricket service and discovered that the phone was locked and could not be used. At this point, we asked to cancel until we could get the phones unlocked. She then told us that Cricket doesn't give refunds. I asked why the phone wasn't checked first if that was their policy. She said the computer would have told her if the phone wasn't compatible. I called customer service and their only suggestion was to buy a Cricket phone or forcibly take my money back by filing a dispute through my bank. This is terrible business. They stole $200 from my daughter who has intellectual disabilities and was excited to be doing something to feel independent with her very first paycheck.

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  Better Business Bureau? 
  Online Complaint
  
  No: 23049680
  Re: ******* *****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** details an incident that occurred on March 7, 2025, involving her daughter, ***** ****,who attempted to switch two wireless devices to **********************. Ms. **** was charged $201.38 for service and activation fees, along with a required purchase, only to find out later that her devices were locked and incompatible with Cricket Wireless services. Upon requesting a cancellation, they were informed that Cricket Wireless does not issue refunds, leading to further frustration when customer care suggested purchasing a ********************** device or disputing the charge through her financial institution. Ms. ***** is requesting a refund.
  
  We contacted Ms. ***** on March *******, to discuss her complaint. We apologized for the inconvenience and assured her we would escalate her daughters experience to the appropriate executive leadership team to investigate further internally. After researching the account, she confirmed that her daughters devices are still locked due to an installment plan with a different provider. Additionally, we discovered that she was provided with new wireless numbers instead of having her existing numbers ported.
  
  We offered Ms. ***** the option to keep the service and port her daughters numbers to Cricket Wireless; however, she stated that her daughter is still paying the other carrier. On March 19, 2025, we confirmed that as an exception, we issued a refund and that it would be delivered to her mailing address within 10 to 15 business days. Ms. ***** confirmed that she did not need additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President?? 
  ***************************************** NE?
  *****************

• Initial Complaint

  Date:03/11/2025

  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.

  Requested to transfer/port my number to another provider on Nov 6 for number ************ and Nov 11 for number ************ and still was being charged after switching. I want the $320 refunded for services that we had transferred from Cricket months ago.

  Business Response

  Date: 04/02/2025

  April 2, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23050244
  Re: ****** *********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** *********. In his complaint, Mr. ********* states that he requested to transfer/port two of his wireless numbers to another provider on November 6, 2024, and November 11, 2024. However, he continued to be charged for the monthly plan by Cricket Wireless after the switch. ************ is seeking a refund of $320 for services that were transferred from Cricket Wireless months ago.
  
  We contacted Mr. ********* on March 19, 2025, to discuss his complaint.After reviewing his account, we informed him that our records indicated that the wireless numbers reported on his complaint were transferred from Cricket Wireless on March 11, 2025, to AT&T and explained that we did not find any port requests in November 2024. Mr. ********* stated that he would be able to confirm the payments he made to AT&T as proof that he was not using the service with Cricket Wireless, but he did not have those documents available, so we scheduled a callback. We would escalate his case with our support team to further investigate.
  
  On March 27, 2024, we shared with Mr. ********* that the outcome of the investigation confirmed that his wireless numbers were not transferred until March 11, 2025, and his devices showed active usage on his Cricket Wireless account until that date. We explained to Mr. ********* that we are unable to provide him with the refund he requested due to the usage found, the actual date of the port, and the Cricket Wireless Terms and Conditions of Service that state the amounts paid for service charges are non-refundable. More information can be found at: ****************************************************************************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23050244
  
  I am rejecting this response because: I provided documentation from AT&T of the transfer dates.  I was unable to get payment documents to Cricket in a timely manner do to some time commitments for the next several days.  When they called back Cricket informed me that even if I sent documents confirming payment to AT&T they would not refund because they couldn't find a request for a port.  If you look at my history with Cricket, they have consistently tried to weedle out of being responsible for their service and have zero trust that this is not just another situation where they have lied or are misleading intentionally to get out of being accountable.  We are in the process of taking our last from from Cricket after 10 years of consistently declining service.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/08/2025

  April 8, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23050244
  Re: ****** *********
  
  
  Dear ********************** correspondence responds to a rebuttal filed by ****** *********. In his rebuttal, Mr. ********* expressed frustration over the rejection of his refund request, despite providing documentation from AT&T confirming the transfer dates. He mentioned that he could not share payment documents with Cricket Wireless on time due to prior commitments. Additionally,he stated that when he contacted Cricket Wireless, he was informed they could not process the refund because they could not locate a port request. ************ also highlighted his long-standing dissatisfaction with Cricket Wireless over the past ten years, citing a lack of accountability and trust in their responses.
  
  We contacted Mr. ********* on March 19, 2025, to discuss his original complaint. After reviewing his account, we informed him that our records indicated that the wireless numbers mentioned in his complaint were transferred from Cricket Wireless to AT&T on March 11, 2025. We explained that we did not find any port requests in November 2024. Mr. ********* stated that he could provide payment proof to AT&T to show he was not using Cricket Wireless, but he did not have the documents available. We scheduled a callback and escalated his case to our support team for further investigation.
  
  On March 27, 2024, we informed Mr. ********* that the investigation confirmed his wireless numbers were not transferred until March 11, 2025, and his devices showed active usage on his Cricket Wireless account until that date. We explained that we could not provide the requested refund due to the usage found, the actual date of the port, and the Cricket Wireless Terms and Conditions, which state that the amounts paid for service charges are non-refundable. More information can be found at: ****************************************************************************.
  
  We respectfully request that this complaint be closed, as we are unable to further assist Mr. ******************************
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********
  

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution although is not satisfactory to me will have to due.  I have moved all my services from Cricket and happily will never do business with them again after years of their lying.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/10/2025

  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 2/24/25 I paid $70 for a phone line service and looking to get a refund or service. They have not offered any assistance. The day I went to the store to explain what happened my number was under someone else name. They said since numbers recycle that its no longer my number but iPhones are different. They didnt offer me my $70 back, they didnt offer to just give me service since I brought my confirmation number. He said I raised flags although I showed him my ID, confirmation number, and phone number. He proceeded to be rude and I told him to lower his tone he told me I can be the f*** out his store. Now I still dont have phone line service, havent got a refund, etc. I was asking to receive phone line service but to receive disrespect during black history month is unjustifiable. Im also attaching the man who did it. He also pushed aside the original employee that was helping me which is not someone who should operating a store.

  Business Response

  Date: 04/03/2025

  April 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23039310
  Re: ********* ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ********* ******. In his complaint, Mr. ****** states that on February 24, 2025, he paid $70 for a phone line service but has not received either a refund or the promised service. He explains that when he visited the store to address the issue, he discovered that his number was registered under someone else's name, and despite providing his ID, confirmation number, and phone number, he was met with rudeness and was asked to leave the store. ********* expresses concern over the lack of assistance offered, the disrespectful treatment he received during Black History Month, and the dismissal of the original employee who assisted him.
  
  We contacted Mr. ****** on March *******, to discuss his complaint. After reviewing his account, we believe that he may have been the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual may then have used his phone number to gain access to other accounts where he used his phone number for verification. If he has not already done so,we advised Mr. ****** to file a police report regarding the suspected identity theft.
  
  We assured Mr. ****** that his experience at the Cricket Wireless authorized retail has been escalated to our executive leadership team to investigate further. We helped Mr. ****** activate his service, his Apple iPhone device, and change his security credentials. He confirmed that his services were working as expected. We recommended that he activate the account lock feature on his account using his online access as an additional security option to prevent unwanted changes.
  
  We applied a courtesy credit to his Cricket Wireless for his inconveniences he experienced.  Lastly, we shared information regarding his next bill and due date, and he confirmed that he was satisfied with the resolution.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:03/07/2025

  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've been using cricket wireless for several months now for cell phone service. My voicemail access mysteriously disappeared. Cricket has a process to call your own phone number to access your voicemail. I received a message that states "the person you are trying to call does not have a voicemail box that is set up yet". The call disconnects. I contacted customer service that's probably in a third world country and they claim to reset my voicemail. All I have to do is call my own number or hold the one key to access my voicemail to set it up. I still received the same Auto message and disconnect. A call customer service the second time and I had to explain this about five times over a period of 31 minutes and 54 seconds. They pretend to know what they're doing. They like to say "oh I see" a lot. Access Telecom did that too and they have by far the worst cell service I've ever had. I made a third call and I had trouble comprehending what the guy was saying. Whoever cricket contracted for this customer service is a huge waste of money. I asked him for a phone number to it and he gave me a number to sales. Whenever they told me I can reset up my voicemail, they asked if they can call me back if the call gets disconnected. I say yes and they don't call me back to check on the matter like they claim they will. A simple 2 minute conversation or access to IT is all that is required in a normal scenario of service.

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23035699
  Re: ******* *****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ******* *****. In his complaint, Mr. ***** states that he has been using Cricket Wireless for several months. He explains that his voicemail access disappeared, as he received an automated message stating that his voicemail box was not set up. Despite multiple calls to customer service, where he had to repeatedly explain his issue, he continues to encounter the same problem. He notes difficulties understanding some representatives and was dissatisfied with the lack of follow-up after being promised a callback.Overall, he feels the customer service experience has been inadequate and unprofessional. Mr. ***** is requesting assistance to resolve his issue.
  
  We attempted to contact Mr. ***** on March 11, 14, and 17, 2025 but we were unsuccessful.Should he still require assistance, we encourage him to contact ********, Cricket Wireless Office of the President Manager.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  

  Customer Answer

  Date: 03/21/2025

   
  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. After 7 hours of phone calls, skits, and Management. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/07/2025

  Type:Delivery 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.

  Ordered a iPhone returned iPhone, iPhone was received Monday its Friday have yet to receive my refund, have been getting different answers from different agents

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  Better Business Bureau? 
  Online Complaint
  
  No: 23034375
  Re: ******** ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ******** ******. In her complaint, Ms. ****** states that after ordering an iPhone and returning it,the device was received, but she has not received her refund. Additionally, she has received different answers from different representatives regarding the status of her refund.
  
  We contacted Ms. ****** on March 10, 2025, to discuss her complaint. After researching her online order information, she informed us that she returned the iPhone because she purchased the wrong model. We confirmed that the device was returned to our Cricket Wireless warehouse on March 3, 2025.
  
  We offered Ms. ****** the option to keep service with Cricket Wireless and order a new device for her. However, Ms. ****** shared that she had already purchased a new device with a different provider. We informed Ms. ****** that we issued a full refund to the original payment method she used and advised her that it would take 3 to 5 business days to receive it. Ms. ****** confirmed that she did not have additional questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:03/06/2025

  Type:Delivery 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.

  My experience with the new Cricket ************* Team has been far from acceptable. I switched back over to Cricket from Boost because of my horrible experience with Boost *************. But now, it's like dejavu. I ordered a new phone from ************************** on 2/27/25. I provided my account transfer pin from Boost, twice. For the next 2 days Cricket kept saying there was a delay with my transfer and to contact Boost. When I contacted Boost, they said they had no hold on my number. I ended up going to a Cricket store on 3/2/25 to buy the same phone I'd ordered online, and the agent successfully transferred my number. As soon as I left the store, I got an email from Cricket saying my order shipped! Then, another email right after that one, saying my order was canceled. Today, the order was delivered. I called Cricket ************* multiple times, each time being transferred to the ********************* that seems to be void of actual employees. I was on hold three times for nearly 30 minutes, never connecting with an agent. I left my number to receive a callback and it is now 10:16PM and I have yet to receive a call. I attempted to initiate a return on the website, and it said "claim denied." SEND ME A RETURN LABEL FOR THIS ORDER SO MY MONEY CAN BE REFUNDED. The **** number is *************** for the ************ 2024 that needs to be returned.

  Customer Answer

  Date: 03/12/2025

  From: HANDS 2 SERVE <**********************************************************************>
  Sent: Friday, March 7, 2025 3:19 PM
  To: info <****************************************************************************************************>
  Subject: BBB Complaint #******** (resolved)

   

  EXTERNAL EMAIL! Use caution when clicking on links or opening attachments and never provide your User ID or Password.

   

  Hello. My issue has been resolved and I have received my return label. Complaint can be closed.

• Initial Complaint

  Date:03/04/2025

  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.

  On March 3, 2025, at 7:00 AM (EST), I attempted to use my phone but received an automated message stating my line had been suspended due to a balance of $325.Earlier, at 1:50 AM (EST) on March 3, 2025, I received a message regarding my account changes (attached).While on hold at 9:00 AM, I received another text message regarding my current balance (attached).Upon speaking with a Cricket representative, *******, I was informed that my February 10, 2025, payment had been "charged back" from my ******** debit card (attached).I had neither requested nor authorized any chargeback. ******* provided me with a "chargeback" confirmation number: P54N8CK7NDO2T01 (attached).I contacted ******** via virtual chat and provided the alleged confirmation number. After thorough investigation, *** confirmed that no chargeback occurred and that the funds were deducted on February 12, 2025 (attached).1. Cricket Wireless falsely stated that my February payment was reversed, which my bank confirmed was untrue.2.Cricket suspended my service right before my next billing date (March 10, 2025), forcing me to pay $325 to reinstate service.3.Fraudulent Confirmation Number: The confirmation number provided by Cricket did not exist according to *********4.Unfair Business Practice: Cricket Wireless exploited the situation by misleadingly demanding an extra payment to maintain service, despite my February payment being fully processed.Requested Resolution:I request that Cricket Wireless refund $174 to my original payment method, as this represents an unjustified extra payment. A credit to my account for future service is NOT an acceptable resolution. I want my money returned.This situation reflects fraudulent billing practices, misleading customer service, and unethical handling of payments. If this issue is not resolved, I will escalate the matter further.I expect a written response within 5 business days addressing my complaint and confirming the refund.

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  Better Business Bureau? 
  Online Complaint
  
  No: 23016125
  Re: ******** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******** *******. In her complaint, Ms. ******* details an incident on March 3, 2025, when her wireless service was suspended due to a claimed balance of $325, despite her February 10, 2025, payment, as confirmed by ********. She was informed by a Cricket Wireless representative that her payment was "charged back," a statement that ******** refuted,confirming no such chargeback occurred. Additionally, the confirmation number provided by Cricket Wireless was found to be fraudulent, leading to her belief that Cricket Wireless engaged in unfair business practices by demanding an unjustified payment to restore her service. Ms. ******* requests a refund of $174 to her original payment method, as she asserts that the situation reflects misleading customer service and unethical handling of payments.
  
  We attempted to contact Ms. ******* on March 7, 10, and 13, 2025, but were unsuccessful. Should Ms. ******* still require assistance, she is encouraged to contact *********, Cricket Wireless Office of the President Manager.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:03/03/2025

  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.

  I purchased a ***** plan online to activate on my cell. I was a spectrum customer and was porting over. I tried myself and was having issues. I contacted cricket in chat few times to help. Each time they blamed it on ******** and sent me back to them with no help. This point this whole time my phone wasnt working and i have a home business. It took over 2 hours but the phone was still messed up. All the help was from ********. They felt horrible I couldnt get help. Finally after all the stress and bs I told Spectrum this is ridiculous could you just take the phone number back? So it took some doing but thankfully they could. My phone wasnt working within 20 minutes. I contacted cricket 3 times each time asking for a refund for a service I couldnt and didnt use. One time the man kept me on the phone trying to reconnect me I literally had to tell him I wanted nothing to do with cricket i wanted a refund. I had to say refund 12 times. I have the screen shots of the whole conversation. He made some other crazy questions asking me if Id like help with the order. ORDER? I had to type refund four times in the screen. To which he replied well I cant do a refund. So he kept me on the phone 45 extra minutes and knew he couldnt do a refund s******* around wasting my time. Then I had to ask 8 times and 25 mins later for a manager before he said hold on please wait after 15 mins I hung up. STILL NO REFUND. I have wasted DAYS of my life with this company over 30 dollars. I will make sure no one ever uses this company i saved so many of the chats. Its unimaginable. You cant tell me a refund cant be processed and if its set up that way. Then cricket is a even bigger joke. ***** and HOURS of wasted time and work hours ill never see

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23015403
  Re: ***** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* details her experience attempting to activate a $30/month plan after porting her number from Spectrum. Despite multiple attempts to resolve the issue with Cricket Wireless customer service, she encountered repeated blame directed at Spectrum,resulting in her phone being non-functional for an extended period, which impacted her home business. After considerable frustration and time spent, she requested Spectrum to reclaim her number, which they managed to do promptly. However, her attempts to secure a refund from Cricket Wireless for the unused service were met with inadequate responses, prolonged conversations, and a lack of resolution, leading to significant dissatisfaction with the overall experience.
  
  We contacted Ms. ******* on March ******, to discuss her complaint. Ms. ******* informed us that she did not wish to discuss this matter with us and wanted her refund of the $30 she spent on the wireless services she could not use, and the conversation was abruptly ended.
  
  Although service payments with Cricket Wireless are non-refundable,we made an exception and refunded Ms. ******** $30 back to the original payment method. We advise Ms. ******* to allow 3 5 business days for the refund to be completed.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23015403
  
  I am rejecting this response because: At no time did I blame Spectrum for ANYTHING as you can see in my original complaint they were the ONLY ones that helped me when Cricket didnt. INTERESTING they claimed to have told me they would be issuing a refund within 3 to 5 business days. AGAIN never stated and to this date. Never received. I do have an email which was their LAST correspondence with me stating they again would be contacting me on March 10 to discuss this issue and go over the survey or interview and then could discuss refund options. I would be happy to include my response. I told the gentleman who stated he was from the ***************** who was obviously from a call center Id have no interest in speaking to anyone from Cricket they had my step by step of what happened and I would not be paying for what I didnt use and for a company whos customer service wouldnt help. It was obviously a no brainer to go back to the company that took the time to try to help. Cricket then held my refund to an interview as if I OWED THEM SOMETHING and needed to lose more time and more already addressed issues to get a refund. Hence hanging up the phone. I love how they twisted what has been stated from day one. So again the 30 dollars would be appreciated. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23015403
  Re: ***** *******
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ***** *******. In her rebuttal, Ms. ******* clarifies that she did not blame Spectrum Wireless for her issues, as they were the only company that helped when Cricket Wireless did not. She mentions that despite Cricket Wireless claim of issuing a refund within 3 - 5 business days, she has yet to receive it. Ms. ******* also references an email from Cricket Wireless stating they would contact her on March 10, 2025, to discuss her complaint, but she expressed her disinterest in further communication with them due to their inadequate customer service. Ms. ******* feels that **********************'s requirement for an interview to process her refund was unjust, especially given the circumstances. Ms. ******* is requesting a refund.
  
  On March 7, 2025, Ms. ******* replied to our contact email and requested we not communicate with her again regarding this complaint in any way. Even though we were unable to confirm to Ms. ****** we would issue a refund due to her do not contact request, we successfully processed her payment reversal to the original payment form used on March ******. We advise Ms. ******* to contact her financial institution for additional assistance as Cricket Wireless released the disputed funds.
  
  We respectfully request this complaint be closed, as we are unable to further assist Ms. ****************************
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 03/26/2025

   
  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. They never stated issuing a refund they stated they would discuss refund options at the time of the call. Anyway, the refund processed shortly after the last correspondence. Odd isnt it. I am glad to be finished with this and Thank YOU BBB for your help!
  
  Sincerely,
  
  ***** *******