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

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  Cricket Wireless, LLC

  12018 W 95th St Lenexa, KS 66215-3803

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  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:02/04/2025

  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.

  Phone plan was setup incorrectly causing an over charge to the price for 12 months. Employee stated the phone plan was correct which it was not. Cricket refuses to reimburse funds that were over charged due to employees mistake. Approx $36 for 12 months

  Business Response

  Date: 02/20/2025

  February 20, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22892558
  Re: ****** *********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** *********. In his complaint, Mr. ********* states that his wireless plan was set up incorrectly, resulting in an overcharge for 12 months. He adds that a Cricket Wireless representative confirmed that his rate plan was correct, which was not. He expresses dissatisfaction with Cricket Wireless refusal to reimburse the funds that were overcharged due to this mistake. Mr. ********* is requesting a refund.
  
  We contacted Mr. ********* on February 10, 2025, to discuss his complaint. After reviewing his account, we discovered that he had two lines under the $60/month plan and one line under the $55/month plan since January 2024, impacting the multi-line discount applied to his account, as all lines must be on the same rate plan to receive the full promotion. On February 3, 2025, the line under the $55/month plan was changed to the $60/month plan, correcting the multi-line discount of his Cricket Wireless account.
  
  We apologized to Mr. ********* for the inconvenience he experienced, and we provided him with an account credit for the additional charges he incurred. Additionally, we shared with him the due date, and the new monthly bill amount and confirmed that beginning in July 2025, Auto Pay will be processing a payment of $118. ************ confirmed he does not have additional questions about his case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:02/01/2025

  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.

  The customer service for ********************** is a joke and a waste of time!!!! I asked to have my delivery location changed-and they tell us customers to go to *** and join My Choice? I was already a member of ********, so I tried to update my delivery location. The *** My Choice wouldnt allow me to do this-as there was no delivery attempt made, and the package arrived much earlier than expected. *** tells me to contact the shipper, which is Cricket Wireless. Cricket tells me to call ***!!!!!!!!!! I dont have my package, nor has anyone contacted me about it!!!!!! Lets not even talk about asking Cricket Wireless customer servicethey cant even bear to wait on the customer to respondbut yet, they want the customer to be patient with them!!! Then, I tried to leave a review for the service I received, and the screen went blank-as though they knew Id be leaving negative feedback!!!! I thought ***************** Agents were paid to help customers-not frustrate and torture them!!!! My experience so far has been HORRIBLE!!!!! Are you, Cricket Wireless, happy youve upset me?!?!! It sure looks like it!!!!!!!!!

  Business Response

  Date: 02/19/2025

  February 19, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22887258
  Re: ***** ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ******** expresses frustration with the customer service provided by **********************, describing it as a waste of time. She attempted to change her delivery location for an online order but encountered issues with *** My Choice, which did not allow her to update the location as no delivery attempt had been made. After being directed back and forth between *** and Cricket Wireless without a resolution,she reported not receiving her package and experiencing poor service from customer support. Additionally, she faced difficulties leaving feedback, as the screen went blank when she attempted to submit a negative review, leading her to feel that the customer service agents were not fulfilling their role of assisting customers effectively. Ms. ******** is seeking assistance in getting her order mailed to the correct address.
  
  We contacted Ms. ******** on February 11, 2025, to discuss her complaint. After reviewing the online order information, we discovered that it was submitted on January 30, 2025, and was canceled on February 11, 2025. We informed Ms. ******** that since the order was canceled, she would receive a refund for the payment she processed.Furthermore, we explained she would be able to submit a new online order should she still desire. Ms. ******** shared with us she was no longer interested in having services with Cricket Wireless.
  
  We apologized to Ms. ******** for her experience with her online order and shared that the refund for her canceled order would take 3-5 business days to be returned to the original payment method. Ms. ******** confirmed that she did not need any additional assistance with her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22887258
  
  I am rejecting this response because:
  I was never truly listened to, and I didnt get what I wanted-which is what most of the haters in this world hoped would happen! I PAID IN FULL-to get what I wanted!  There is/was no excuse to cancel and not send the device!  I wanted the device-not the refund-as I explained to them many times!  Honestly, this is one of the WORST CUSTOMER SERVICE experiences Ive ever had!!  Its a miracle I even got a refund!!  Also, its just as well the device wasnt sent, because its now cheaper almost everywhere else!  I dont see how this corporation stays in business!
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/13/2025

  March 13, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22887258
  Re: ***** ********
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ***** ********. In her rebuttal, Ms. ******** expressed her frustration regarding her experience with customer service, stating that she felt she was never truly listened to and did not receive the device she had paid for. She emphasized her desire for the device rather than a refund, which she received only after considerable difficulty. Additionally, she noted that the device is now available at a lower price elsewhere, leading her to question the viability of the corporation's business practices.
  
  We contacted Ms. ******** on March ******, to discuss her rebuttal. We confirmed that her experience has been escalated to our executive leadership team, who will investigate further.Additionally, we offered to guide her through placing a new online order and two months of free service as a one-time courtesy, which she accepted.
  
  On March 5, 2025, Ms. ******** informed us that after paying for the new online order, she received an email to update the porting information due to inconsistencies with her wireless number. We suggested she contact her previous service provider to confirm that her number was not under contract or had no pending balance.
  
  Ms. ******** requested a new number instead. We informed her that to keep the discounted price for her device, she would need to pay two months of service in advance. She disagreed and requested a refund. We canceled her order and advised her that the refund would be processed within 1-3 business days.
  
  On March 8, 2025, Ms. ******** emailed us, stating she wanted to take advantage of the online promotion with a new number. We suggested she process a new online order and complete her Cricket Wireless account activation. We assured her we would apply a one-time courtesy credit for two months of service. Ms. ******** agreed and confirmed she would contact us once she completed the activation.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

  Customer Answer

  Date: 03/15/2025

   
  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.  I greatly appreciate ******* assistance with this issue.  The device was sent to my PMB without an issue, and the activation of service was about the easiest activation of both service and device Ive experienced!  Im just disappointed/frustrated, couldnt transfer my number over to Cricket.  It was also the fault of the previous carrier as to why there was such difficulty in transferring the number. This time around, when I purchased the device, I got it for much cheaper-which alleviates some of the frustration I had previously experienced.  Thanks again to ****** for his assistance with this issue.  Its a shame it had to go this far, and to this level.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/31/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing complain about an ongoing issue with my account regarding alerts being sent in a language I do not understand, leading to unexpected charges. I have been receiving notifications, including important account alerts, in Spanishinstead of English, despite my repeated attempts to correct this issue by calling customer service, and them stated its been corrected. As a result, I have been unable to understand crucial information, leading to additional fees on my account that I did not intend to incur. I have attempted to resolve this matter by contacting your customer service department, but have not received a satisfactory resolution. This practice appears to be misleading and could be seen as an attempt to generate unnecessary charges from customers.

  Business Response

  Date: 02/19/2025

  February 19, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22882982
  Re: ******** *****
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ******** *****. In her complaint, Ms. ***** states her Cricket Wireless account notifications are being sent in Spanish instead of English, resulting in unexpected charges. Despite her attempts to rectify the situation by contacting Cricket Wireless customer care, she was informed that the issue had been corrected; however, it remains unresolved.Consequently, she has been unable to comprehend crucial information, leading to additional fees on her account that she did not intend to incur. Ms. ***** is requesting a resolution to this issue.
  
  
  We contacted Ms. ***** on February 10, 2025, to discuss her complaint. After reviewing her account, we confirmed that her Cricket Wireless account language preference was set up in Spanish. We updated it to English and sent Ms. ***** a test SMS to confirm that the language preference changes were processed correctly.
  
  Lastly, we informed Ms. ***** she has the option to update her account language preferences through myCricket app for future reference. Ms. ***** confirmed that she did not have any additional questions about her case.
  
  
  
  Regards,
  
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 02/25/2025

   
  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:01/27/2025

  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 have three lines with Cricket. About one to two days before the payment was due, I set up Auto Pay and even received a confirmation in writing via text. However, today I discovered that all three lines were deactivated, and they are charging $15 per line as a reactivation fee, totaling $45 to reactivate all my lines.When I chatted with ***** on January 27, 2025, between approximately 6:00 PM and 6:30 PM PST, she argued that Auto Pay doesnt work unless it is set up 57 days before the due date. This crucial information was not shown at the time I was setting up Auto Pay, and there was no warning or notification to indicate this *****************, I was left with no choice but to pay the $45 reactivation fee to use our phones. I am requesting a refund of this $45, as this practice feels unfair and like a poor method of generating revenue.

  Business Response

  Date: 02/13/2025

  February 13, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 22866023
  Re: **** ***
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by **** ***. In his complaint, Mr. *** states that he set up Auto Pay for his three lines with Cricket Wireless, one to two days before the payment was due and received a confirmation via text. However, he discovered that all three lines were deactivated and was charged a $15 reactivation fee per line, totaling $45. During a chat with a representative on January *******, he was informed that Auto Pay must be set up 57 days before the due date, a critical detail that was not communicated during the setup process. Consequently, he felt compelled to pay the reactivation fee to regain access to his devices. Mr. *** is requesting a refund.
  
  We contacted Mr. *** on February 3, 2025,to discuss his complaint. After reviewing his account, we confirmed his wireless account was suspended for non-payment because even though he enrolled in Auto Pay on January 22, 2025, his bill was due the same day, we informed him that for Auto Pay to process his payment automatically it must be enrolled or updated at least seven days before the due date. Full Auto Pay details can be found at: ********************************************************************************.
  
  Additionally, the reactivation fee is $15 for multi-line accounts. We offered him a one-time credit to be applied to his wireless account for the total he paid for the reactivation fee; he accepted our offer. We confirmed his account is enrolled in ******** and shared information regarding his next payment due date and balance. Mr. *** confirmed he did not have additional questions regarding his complaint.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:01/27/2025

  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.

  We have had an account for over 2 years with Cricket Wireless. They are the only dealer here in *****. They are three towns away from us. They do an automatic withdrawal from my credit card each month for the bill. I had changed over to ******* because of phone troubles about a year ago. My husband continued the service. I went to go into the app but found I was blocked. I called customer service and was told we had to go to the store with I.D. And my husbands phone and they could unlock the account. So we did the drive. There was only one lady working there. We explained what happened and she said she needed the code. We told her we didnt have it and again told her what customer service told us. I cant help you was all she kept saying. We were frustrated. Left came home and called customer service again. A deferent person said the same thing, the store can do this. Went back to the store another day after more calls to customer service with the same answer. same person at the store, again she cant help us. I asked her to call her supervisor or manager. She made a call, talked to them with her back towards us, then handed the phone to me. I believe he was her father. He knew nothing about what were asking. Couldnt help us. My husband decided he would switch to *******. They tried to close our account with ******************** and were told they couldnt be helped. So the money is coming out of my account and we are not using Cricket. I dont want to continue paying for a service I dont use. I dont understand why no one at the store can help. Please can you do something to help us? Thank you,*******

  Business Response

  Date: 02/15/2025

  February 15, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22848663
  Re: ******* ******
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ******* ******. In her complaint, Ms. ****** states her husband has had an account for over 2 years with Cricket Wireless.They recently faced difficulties accessing their account on ********************** and were subsequently blocked. After contacting customer care, they were instructed to visit the store with an ID and the device so they could get the account access unlocked, but upon arrival, they encountered a single staff member who required the account credentials, otherwise, they would not be able to help them. They were redirected to customer care, creating a frustrating cycle with no resolution. After speaking with the store manager who could not assist, her husband decided to switch service to *******. Yet, they still faced challenges in closing their Cricket Wireless account. Ms. ****** is requesting a resolution to this issue as she does not want to continue paying for a service that is not being used anymore.
  
  We contacted Ms. ****** on February 3, 2025, to discuss her complaint. After authenticating her account using alternative methods, we discovered that her account was suspended due to non-payment because Auto Pay payment was not processed. Ms. ****** confirmed that she had canceled Auto Pay due to the lack of assistance received and requested to cancel her wireless account.
  
  We offered Ms. ****** the option of restoring her wireless number from suspension at no cost, providing credit for the inconvenience she faced, and assistance with updating her account credentials; but, Ms. ****** declined our offer. We shared the expectations related to the cancelation and confirmed the wireless number was canceled successfully. Ms. ****** confirmed they did not need any additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told misinformation about a product that theyre selling, I was lied to about products Im supposed to be getting for free but ended up paying for, and was never given a receipt. They told me I had 7 days to return the phone. I came back two days later to return it. They told me their policy which was never told to me. They then proceeded to print out the receipt with the policy and everything they told me before my purchase, was a lie. I called the ***** number and the supervisor agreed with me and did not like the procedure they were doing. They had me talk to the district manager and she was very defensive and told me not to go to the store again.

  Business Response

  Date: 02/19/2025

  
  February 18, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22855360
  Re: **** *******
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by **** *******. In his complaint, Mr. ******* states that he was misinformed about the price of a device at a ********************** authorized retailer, where he was told that some products would be provided for free but ended up paying for them and did not receive a receipt. He was also informed that if a return were needed, he would have seven days to complete it. He returned to the retailer two days later to process a return,only to be informed of a policy that had not been explained to him previously.Upon reviewing the receipt printed during his return visit, he discovered he had been incorrectly charged. He contacted Cricket Wireless customer care,where they acknowledged that it was not good business practice, but the issue was not resolved. Additionally, when he spoke with the store's district manager, she responded defensively and advised him not to return.
  
  We contacted Mr. ******* on January 31, 2025, to discuss his complaint. After reviewing his account, ********** explained that he was advised the device would cost $150 and the purchase included free accessories, which he later discovered were charged and the device price was only $20. We informed Mr. ******* we would escalate his experience to our executive leadership for this stores location and assured him they would investigate further internally. Furthermore, we advised him we would do an additional investigation of the receipt associated to his purchase and scheduled a callback.
  
  On February 4, 2025, we confirmed he was charged for the accessories he received at the time of purchase. We clarified the 7-day returns policy and explained that accessories are subject to the authorized retailers return policy. Additionally, we shared with Mr. ******* we would make an exception and issue him a refund for the full amount he paid upon receiving the device back to our warehouse.
  
  On February 15, 2025, we informed Mr. ******* that the refund process was initiated successfully after we confirmed that the merchandise was returned. We advised him to allow 10 to 15 business days for the check to be delivered to the mailing address he provided.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:01/23/2025

  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 Jan 14 2025 I purchased a line from cricket and to my disappointment, I was never able to activate the line. I spoke with several customer service **** who every time asked for a refund would say they dont give refunds for active lines and they would quickly end the chat. I never activated this line because I couldnt get even download then eSIM to my device and I dont plan on activating it at all anymore. This is the worse type of business and customer service I have ever experienced. Its a scam if you ask me. I will never do business with them again.

  Business Response

  Date: 02/10/2025

  February 10, 2025
  
  Better Business Bureau? 
  Online Complaint
  
  No: 22848723
  Re: ***** *******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* states she purchased a line from Cricket Wireless on January 14, 2025, and could not activate the service. Despite her multiple interactions with Cricket Wireless customer service representatives, she was repeatedly informed that refunds were not given for active lines, leading to the abrupt ending of the chat. She highlighted her frustration over not being able to download the eSIM to her device and stated she decided to not activate the service with Cricket Wireless. Ms. ******* is requesting a refund.

  We contacted Ms. ******* on January 30, 2025, to discuss her complaint. After researching her account, we confirmed that on January 15, 2025, she attempted to activate a new line and found there was no service usage as the eSIM activation was not completed. We offered Ms. ******* assistance to activate her eSIM, but she informed us that she had activated service with another carrier and was no longer interested in getting the service with Cricket Wireless.

  Although Cricket Wireless does not provide refunds, we explained that we would make an exception in this case. We informed Ms. ******* that we initiated a refund to her original form of payment, and she should receive her refund within 5 - 7 business days.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

  
  

• Initial Complaint

  Date:01/21/2025

  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.

  Ive called 4 times and was on the phone for 4 hours trying to understand why $244 was charges to my account when i have just purchased my phone on 1/10 and this charge was placed 1/20. I called the 1800 number and spoke with 3 agents and 2 supervisors. When they located the charges on the account and verified the charges. They hung up, they stated the system was not allowing them to pull up accounts. However the agent pulled my account up 2 mins before I was transferred over. The supervisor also verified she seen the charges and hung up.

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22839104
  Re: *** *****
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by *** *****. In her complaint, Ms. ***** expresses frustration over $244 in charges applied to her Cricket Wireless account shortly after purchasing a device on January 10, 2025. Despite multiple calls to Cricket Wireless, including discussions with three agents and two supervisors, she has not been able to get a resolution as the representatives were unable to access her account information stating that the system was down before disconnecting her calls. Ms. ***** is requesting a resolution to this issue.
  
  We contacted Ms. ***** on January 30, 2025, to discuss her complaint. Ms. ***** shared that she added 2 new wireless numbers to her Cricket Wireless account between January 11 and *******, and explained that it was her understanding that the activation payments she made would include service for 30 days, however, she was charged for a new billing cycle 15 days after the date she completed the purchase.
  
  We explained to Ms. ***** that her account was activated with two wireless numbers on December 22, 2024, this date being the first day of her billing cycle, and her next due date was on January 21, 2025. Additionally, we explained that her third wireless number was added in the middle of the billing cycle, creating a prorated due amount of $89.60, that would cover service for the three lines she had on her account,and clarified that her full bill would be $126/month moving forward.
  
  We want to assure Ms. ***** that Cricket Wireless strives to provide excellent service and apologize for her experience with the Cricket Wireless customer care center. We shared that we added a courtesy credit to her account for the inconvenience. Ms. ***** confirmed her understanding of this information and that she did not need any additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:01/21/2025

  Type:Sales and Advertising 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 paidbmy November bill on October 29th and had a 120 dollar credit which would cover December and January they covered my December bill and shut me off January 4th I had to pay a bridge pay of 25vand they still won't give me service back and I've given them the bank statement proof I want my service restored immediately my 25 dollar bridge pay refunded and compensation for the hassle by tomorrow

  Business Response

  Date: 02/14/2025

  February 14, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22837284
  Re: **** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ****. In his complaint, Mr. **** states that he paid his Novembers Cricket Wireless bill on October 29th, 2024, and had a $120 account credit which would cover his bill in December 2024 and January 2025. He reports that his service was suspended on January 4th,2025, which forced him to pay for a Bridge Pay but Cricket Wireless would still not get his service restored. He is requesting a resolution to this issue and a refund of the amount he paid for the Bridge Pay.
  
  We attempted to contact Mr. **** on January 25, 28, and 31, 2025 but were unsuccessful. On January 31, 2025, Mr. **** shared an alternative contact number via email.
  
  We attempted to contact Mr. **** on February 4 and 7, 2025, using the alternative contact number provided but were still *************** investigate his concerns, we need to be able to communicate with him.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The gentleman in the store was only supposed to activate my new phone if you transfer to a new carrier well first off he took my old phone I don't know why it did that and he erased all my information and then I told him not to put my old number in to my new phone because it was hacked well he ended up lying to me and then he put my old information into my new phone and it got it hacked so then it end up my IP address getting stolen that I went in the third day after that I spent over $200 and he told me he would only give me $9 back no that's not how things work I want what's owed to me I didn't have no service a whole time and then I kept spending money spending money and they never helped me

  Business Response

  Date: 02/03/2025

  February 3, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22836738
  Re: ***** ********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ********. In her complaint Ms. ******** states that during her visit to the store, the gentleman was only supposed to activate her new phone upon transferring to a new carrier. However, he took her old phone without explanation, erased all her information, and despite her request not to transfer her old number due to a hacking incident. The store representative proceeded to input her old information into the new phone, resulting in further hacking and her IP address being compromised. Additionally, after spending over $200, she was informed that only $9 would be refunded, despite not having service during that time and incurring additional expenses without receiving adequate assistance.
  
  We contacted Ms. ******** on January 24, 2025, to discuss her complaint. Ms. ******** explained that her complaint is regarding a refund request for services she was unable to use back in October 2024. She explained that because her phone got lost and her account was locked, she was unable to use the services she had already paid for. After reviewing the account, we found that her line has been canceled since December 2024.
  
  Additionally, we explained that we had contacted her on November *******, to discuss another complaint she had filed through the Better Business Bureau. We explained to her then that we could process a refund in the form of a paper check; however, she declined to receive the paper check.
  
  Ms. ******** agreed to receive the refund as a paper check and we processed the request for the refund. We advised her that it would take 7 to 10 days to receive the refund check at her physical address. She confirmed she was satisfied with the resolution and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********