Complaints

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

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

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

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

• Initial Complaint

  Date:01/17/2025

  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.

  Date was 01/14/2025 Between 12:59pm - 3pm I went in to get phone service due to issues from T-Mobile service. I told the clerks that if they could activate my Pixel Pro7 that I would prefer that. One *** said I should just take the new phone. However, i really didn't want to as I have two other phone I can't use at home. The *** actually helping looked at my Pixel 7 Pro and it said it wasn't locked. So, he activated my Pixel pro-7. One he did the Pixel Pro 7 said it was locked. So, I said can you reverse it since it just happened. The other *** said no. I told them I had to have a working phone as I have a business connected to that phone. I then said I want to cancel my services in order to reset things to try again. The other *** said he couldn't. This all happened within 20 minutes and within seconds of activation. I told them I know you can reverse it and he still said no he can't. I left very upset as now I have paid for services. I cannot use on a phone that is locked. I then went back to the store an hour later because my best friend said she would buy me another phone since now I can't supposably get one of the free phones offered. Well, I didn't take my Pixel 7 into the store. The same *** that said no to me said he needed my phone. So I went to get my phone and my best friend told them she would buy me a cheap phone to get activated and have service. When I got back inside he was starting to get me a new phone and activate it. After leaving with a free phone I just realized today that it's not one of the free phones offered. The employee treated me with disrespect and gave me a trac phone, not a Cricket phone offered for free. He scammed me out of what I am rightfully owed. This is why I want compensation for being treated unfairly and lied to about not being able to reverse the services from my Pixel 7 to the phone they gave me. Pictures show the difference.

  Business Response

  Date: 02/13/2025

  February 14, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 22825010
  Re: ***** ********
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ***** ********. In his complaint, Mr. ******** details an experience on January 14, 2025, where he sought assistance activating his Pixel 7 Pro device due to issues with T-Mobile service. Despite expressing a preference to activate his existing device, he was pressured into activating the wireless service with his device, which was later found to be locked. After requesting a reversal of the activation, he was informed that it was not possible, leading to frustration as he relies on his device for business. Upon returning to the store, he was given a track phone instead of one of the free Cricket Wireless devices he was entitled to, feeling disrespected and misled throughout the process. Mr. ******** is requesting assistance to resolve this issue.
  
  We contacted Mr. ******** on January *******, to discuss his complaint and apologize for the inconvenience he experienced. After reviewing his account, we explained that BYOD (Bring Your Own Device) devices must be unlocked by the original carrier. We informed him that the activation fee and first month of service are non-refundable. Full terms and conditions can be found at: ********************************************* processed a device exchange for Mr. ******** by sending him a shipping label to return his device and ordered the device advertised in our promotions.
  
  On February 7, 2025, Mr. ******** confirmed he received the replacement device, and he successfully returned the previous device. We offered him a one-time credit to be applied to his wireless account for the inconvenience. We explained his next account due date and payment amount.
  
  We shared with Mr. ******** that we have escalated his experience to our stores executive leadership team and assured him they will follow an internal review. He confirmed he did not have any other questions regarding this case.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********

  Customer Answer

  Date: 02/15/2025

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/16/2025

  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 got double charged by cricket wireless which made my account go in the negative. I have called them repeatedly trying to get my money refunded. They claim they can't see the other charge. They kept telling me to call back it's been 10 days no refund or explanation. I uploaded both charges. I have spoken to cash app and they can see both charges but said cricket had to release the hold. I'm tired of getting the run around something needs to be done about their bad business practices.

  Business Response

  Date: 02/03/2025

  February 3, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22822135
  Re: *** ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by *** ******. In her complaint, Ms. ****** reports being double charged by Cricket Wireless, which resulted in her financial account going into a negative balance. Despite multiple calls over the past ten days, she has not received a refund or a satisfactory explanation, as the representatives claim they cannot see the additional charge. Ms. ****** has confirmed with Cash App that they can see the transactions; however, they stated that Cricket Wireless must release the hold on her funds. She is requesting assistance to resolve her issue.

  We attempted to contact Ms. ****** on January 20, 23, and 27, 2025 but were unsuccessful. Ms. ****** reached out to us via email on January 27, 2025, to confirm that her payment was finally reversed and did not require further assistance from Cricket Wireless.
  
  Regards, 
  
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  Date:01/16/2025

  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.

  Fraudulent Activity. A stranger used my address to sign up for a Cricket cell phone account. I was alerted to this when a new customer packet arrived for them in my mailbox. I took the letter to the nearest Cricket store and was told they would file a case with Cricket. It has been two weeks, and I haven't heard anything back. I called the store, and the manager refused to give his name or any information. I tried to contact Cricket Wireless directly, and was told that the call would not be put through if I am not a Cricket customer. Apparently, ******************** did not ask for proof of the applicant's address. I am concerned about identity theft and fraudulent activity. Uploaded is a photo of the mail with the applicant's name: Myeli **** and my address- *************************************

  Business Response

  Date: 01/27/2025

  January 26, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22820721
  Re: ***** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ****. In her complaint, Ms. **** states that a stranger used her mailing address to sign up for a Cricket Wireless account, which she discovered when a new customer correspondence arrived in her mailbox. After taking the letter to the nearest Cricket Wireless authorized retail store, she was informed that a case would be filed, but two weeks later,she has not received any updates. Additionally, when Ms. **** attempted to contact the Cricket Wireless authorized retail store, the manager refused to provide any information, and her efforts to reach the Cricket Wireless customer care center were unsuccessful due to her not being a customer. Ms. **** expressed concern regarding identity theft and fraudulent activity, providing a photo of the mail addressed to Myeli **** at her address, *************************************
  
  We contacted Ms. **** on January 20, 2025, to discuss her complaint. We apologize to Ms. **** for the inconvenience and assured her that her request would be shared with our leadership team and that her mailing address would be removed from our system. We informed her that we are actively working to protect the information of both our customers and non-customers to prevent similar issues in the future. Ms. **** confirmed she had no further questions regarding her case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 01/28/2025

   
  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.
  Thank you VERY much!!!!!

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have problem with the unlocking of my old ** Harmony ** model number LM-X410CS, from Cricket Wireless. IMEI number *************** and Serial Number *************. I currently do not have an active account with ********************. My last account was from around 4 years ago. Phone is paid off.

  Business Response

  Date: 02/06/2025

  February 06, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 7585273
  Re: ***** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** *******. In his complaint, Mr. ******* expressed difficulties unlocking an ** device, which was previously associated with Cricket Wireless. Mr. ******* noted that does not currently have an active account with **********************, as the last account was active four years ago,and confirmed that the device is fully paid off.
  
  On January 31, 2025, we contacted Mr. ******* to discuss his complaint. We informed him that after reviewing the devices information, we discovered that his device had been used with the Cricket Wireless network for five months with activated service. We shared with Mr. ******* the portion of the Cricket Wireless device unlock policy that addresses the six-month tenure within the Terms and Conditions of Service. The Cricket Wireless unlock policy can be found at: *************************************************************************.
  
  Although Mr. ******** device did not meet the Cricket Wireless unlock requirements, we made an exception and unlocked his device, we informed him that the unlock would complete once the device is activated with a new carrier *** card and the *** network unlock code is inserted in the device.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 lines on my account. The phone numbers are ************ and ************. Cricket offers a program called Bridge Pay. For a small fee you can split your monthly payment into 2 payments so your service remains active. My bill is $90.00 each month. On 1/7/25 I spoke to an agent through Crickets chat feature and enrolled in Bridge Pay. I paid $55.00 and my next/2nd payment of $50.00 would need to be paid by 11:59pm on 1/13 Central time. On 1/12 and 1/13 I received a text message reminding me to pay. The message also said - Need more time to pay? You can request an additional extension by speaking to an agent. On 1/13/25 at approximately 10:50pm Eastern time I dialed 611 to speak to an agent. Cricket was closed, but the automated system told me I could speak to an agent through the cricket chat. I logged into my account and was greeted by a bot. The bot sent me an Authentication code and I was transferred to a live agent. I typed Bridge pay extension and the agent replied All set! Please pay $50.00 by 11:59pm CST. to avoid service interruption. On 1/14/25 I woke up to a disconnection. . I spent from 9am until 11:45am pleading with agents and supervisors. No one was able to help me. 2 agents said they could see my extension was confirmed while the other 7 couldnt understand what I was saying. Cricket is now asking for a full months payment plus a reactivation fee totaling $105.00. Last week I misplaced my phone. Cricket told me to get a SIM card at ******* to put in an old phone temporarily. I had to be to work at 9:30 am. I spent 3.5 hours speaking to agents and then went into a physical Store for assistance. I was forced to buy another sim only to be told I couldnt switch my phone. I lost a 1/2 day of work, which resulted in a suspension. Ive spent hours on the phone trying to correct the mishaps and have not received any resolution. Tried to dispute online and the site freezes upon clicking submit. My service is still disconnected today.

  Business Response

  Date: 02/03/2025

  February 3, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 22818232
  Re: ****** ********
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ****** ********. In her complaint, Ms. ******** details her experience with Cricket Wireless regarding the Bridge Pay program, where she enrolled and made a partial payment of $55, with a second payment due by 11:59 pm CST on January 13, 2025. She attempted to set up an extension through chat support and despite receiving confirmation of the extension from an agent, her service was disconnected the following day. She spent several hours trying to resolve the issue with multiple agents, only to be told that she needed to pay a full month's bill plus a reactivation fee totaling $105.00. Additionally,after misplacing her device, she faced further complications in obtaining a new *** card, resulting in lost work hours and a suspension. Her attempts to dispute the charges online were unsuccessful. Ms. ******** is requesting assistance to resolve this issue.
  
  We contacted Ms. ******** on January *******, to discuss her complaint. After reviewing her account, we confirmed she set up Bridge Pay on January 7, 2025. We explained that the second Bridge Pay did not extend due to the required partial payment not being processed, which would have been for the same amount paid to initiate the Bridge Pay.
  
  Ms. ******** stated that she did not have any funds to pay the remaining balance to reactivate her account or the full monthly bill. We informed Ms. ******** that as a one-time courtesy, we processed a credit to her account to reactivate her services. Additionally, we changed her account due date to a more suitable date for her and shared information regarding her next due date and bill.
  
  Lastly, she confirmed that she was able to activate the *** card she purchased, and her service was working as expected. Ms. ******** confirmed she did not need further assistance from Cricket Wireless.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:01/15/2025

  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 set up bridge pay with cricket on 1/7 for $66. They sent a text message saying I had until 11:59pm CST (12:59 EST) to pay the remaining balance of $55 on 1/14. I logged on to their quick pay website at 11:55 cst to pay on my way home because I worked a 14 hr shift only to receive a message saying Oops!Looks like we're having a problem with our system.Please try again later.I KEPT trying until at 12:08 it FINALLY went through I also want to add that ALL of their means of customer service were CLOSED so I couldnt get ANY assistance until after 9am EST. I knew something was off because I didnt get the text I normally get after you make a payment. But at NO TIME was my phone disconnected. Fast forward to 6am I FINALLY see the text message but I also see a demand for $55 more dollars. As soon as they opened I called and was told by the supervisor Israel yes I can see you made several attempts to pay but the only way to restore your service is you have to pay $55MORE! why? My monthly bill is ONLY $106!!! 55+66+55..I THINK NOT When YOU acknowledge it was a SYSTEM ERROR! I provided screenshots AND STILL YOU ASK FOR MORE MONEY!! Stay away from cricket! Ive been a customer since the EARLY 2000s back when they used to have the green couch in the store but I REFUSE to be robbed when you SEE it was YOUR system AND you CONFIRMED my payment. *** also filed with the ***!

  Business Response

  Date: 01/27/2025

  January 28, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22813903
  Re: ****** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** states that she set up a ********* on January 7, 2025, for $66. She received a text message saying she had until 11:59 pm CST (***** EST) to pay the remaining balance of $55 on January 14, 2025. After multiple attempts to pay the remaining balance of her account through the ********************** website before the deadline, she encountered a system error stating there was a problem and suggested trying later. After finally being able to process her payment at 12:08 am, her service continued active even though she did not receive a confirmation message. Later in the morning, Ms. ****** was informed that an additional $55 payment was required.She contacted the Cricket Wireless customer service center, and a supervisor informed her that despite the failed payment attempts reflected on her account,she would still need to pay an additional $55 to restore her service. ********* is requesting assistance to resolve her concern.
  
  We contacted Ms. ****** on January *******, to discuss her complaint. After reviewing her account, we discovered that her service was restored on January 15, 2025, after she contacted Cricket Wireless customer support as she was provided with a one-time courtesy credit on her account for the difficulties she experienced when attempting to make her payment online.
  
  We informed Ms. ****** about the alternative payment methods she can use for future payments to her account and the available hours to contact our different customer support channels. Ms. ****** agreed to the recommendations provided and confirmed her complaint had been resolved.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:01/13/2025

  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.

  At approximately 10 am on 1/7/25 I purchased a mobile phone ($449.99), screen protector ($24.99) and upgrade device fee ($25.00) at Cricket Wireless, 5022 D*** ******************************** and paid a total in taxes of $63.00. The taxes were $58.50, $2.25 and $2.25, respectively. I paid with a *************** **** Credit Card.Individuals 85 years or older (residents and non-residents) are entitled to claim a 1% exemption from State and Use Tax on purchases for their personal use upon request and providing proof of age (This was done). This information is on their business license but the license was not displayed.)My request for reimbursement is based on SC Revenue Ruling #**-9, available at *************************** .The store manager refused my request saying they have no discounts. I explained, to no avail, that it was not a discount on the products.Information obtained on line stated that Cricket Wireless headquarters is ***************************.

  Business Response

  Date: 02/06/2025

  February 7, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22807012
  Re: ******* **********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* **********. In her complaint, Ms. ********** states she made a purchase on January 7, 2025, at the Cricket Wireless authorized retail store, located at ****************************************************************,where she bought a device, a screen protector, and paid an upgrade device fee,totaling $449.99, $24.99, and $25.00, respectively, along with $63.00 in ********. ********** asserts that as an individual aged 85 years or older, she is entitled to a 1% exemption from State and Use Tax, which she claims was not honored by the store manager despite providing proof of age. Furthermore, she notes that the business license, which contains this exemption information, was not displayed in the Cricket Wireless authorized retail store. Ms. ********** requests assistance in resolving this issue.
  
  We contacted Ms. ********** on February 3, 2025, to discuss her complaint. After reviewing her account, we explained to her that Cricket Wireless does not exempt taxes. We shared with her part of the Cricket Wireless terms and conditions that address: You are responsible for paying all charges for services provided under this agreement, including charges made by any person you permit to have direct or indirect access to your device even if you did not authorize its use. We also informed her that her request would be escalated to our executive leadership team.
  
  We informed her that our executive leadership team approved an exception, allowing a 1% exemption credit to be applied to her account as she agreed. Additionally, we applied a courtesy credit to her Cricket Wireless account. Ms. ********** confirmed she had no other questions regarding her case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 02/06/2025

  Cricket's response referred to 'WIRELESS SERVICES'.  The ** State Law refer to Sales & Use Tax.  They sold me a phone and a screen protector and January 7, 2025.  My previous phone was in working condition. They offered me a small dollar amount and a credit to my next monthly bill  due to the fact that I'd been a customer for 10 years.   I accepted their offer, however, ** Code Sections 12-36-2620, 12-36-30 and 12-36-2640 specifically provide for 1% lower State sales and use tax for individuals 85 years of age or older.

  The law gives some examples that include, but are not limited to: Clothing and accessories, jewelry, household supplies, furniture, electronics such as cell phones, televisions, computers and computer accessories, car tires and batteries and communication services such as cable or internet television.

  I accepted Cricket's offer but, I will pursue other areas of recourse on behalf of seniors over 85, residents and visitors.

  Thank you.

• Initial Complaint

  Date:01/13/2025

  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.

  So we purchased a ******** RAZR phone through **** within the last month there was nothing wrong with it and then last week on Monday my spouse was at the hospital taking care of a client when we got a message showing emergency only which means we couldn't text couldn't call do anything so he tried to go to the ********** location and they said that their system was down so he headed home use the Wi-Fi to call the selinsgrove location to make sure that it wasn't a company wide outage they said go ahead and bring it in it probably just needs a new sim. So upon arriving the guy puts a new sim in and well the next thing you know is it's rebooting the bottom screen is now got a black line and the screen is turning green then he starts panicking and he calls their customer service line and the person directed him to do a soft reset the gentleman behind the counter did that and next thing you know when the phone came back up the whole screen was green and would not work so he then made my spouse purchase a new phone for over $300 plus upgrade fee of $25 when this was them situation not enough situation the phone worked perfectly fine and we never had an issue a day prior to this because this phone was just bought not even 30 days prior to that they told him that he needed to reach out to ******** and it probably has a warranty and they would probably just send a new phone and this is them problem because it worked prior to the gentleman behind the counter touching it and doing whatever he and the tech support did that's when the issue became about and the screen turned green and completely broke now the phone is unusable and he had to like I said till everything was said and done with taxes it was $344 and.change I called the manager he said it's still within a 7 Days today's the 7th day that I could bring it back and he would refund me my money but that doesn't do me no good to have a phone. When we are on call 24/7 and the district manager was to call back and has not

  Business Response

  Date: 02/06/2025

  February 6, 2025
  
  Better Business Bureau
  Online Complaint 
  
  No: 22806259
  Re: ****** ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** explains that after purchasing a ******** Razr device through **** within the last month, her spouse encountered an "emergency calls only" message while at the hospital, rendering the phone unusable. Following attempts to resolve the issue at the Cricket Wireless authorized retail store in **********, where the system was down, she and her spouse were advised to visit the authorized retail store in ***********. After a new SIM card was inserted, the phone's screen malfunctioned, turning green and becoming completely inoperable. Despite the device working perfectly before this incident, her spouse was compelled to purchase a new device for over $300, and the store manager indicated a refund was possible within seven days, which does not address their immediate need for a functional device. Ms. ****** is requesting assistance in resolving this issue.
  
  We contacted Ms. ****** on January *******, to discuss her complaint. After reviewing her account, we confirmed that the device she is referring to is a Cricket Wireless device purchased on September 12, 2024. Ms. ****** shared pictures of the defective device supporting the issue. We informed her that her device was eligible for a Cricket Wireless warranty exchange to replace it. We explained that once she received the replacement device, we would send a shipping label to return the device his husband purchased and then we would start a refund process.
  
  We contacted the Cricket Wireless warranty department, and Ms. ****** filed a warranty claim. She was advised to go to a *** store to send the device for its exchange, we contacted her on January *******, to follow up with the warranty exchange process but were unsuccessful.She stated that she had not been able to go to *** because she had been sick.We contacted her again on January 24, 2025, but she informed us she was still not feeling well.
  
  We attempted to contact Ms. ****** on January 28, 29, and 30, 2025 but were unsuccessful. To complete the warranty exchange, return and refund process, we need to be able to communicate with her. Should Ms. ****** still require assistance, she may contact *********,Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the *********
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:01/11/2025

  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.

  Please take a look at all the attached documents. I believe the consumer, especially in *********, ** is being given false or bait-and-switch advertisements for screen repair when you sign up with Cricket and accept their insurance.

  Business Response

  Date: 01/30/2025

  January 31, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22799789
  Re: ***** ********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ******** believes that the consumer, especially in *********, ** is being provided with false or bait-and-switch advertisements for screen repair when signing up with Cricket Wireless and accepting the insurance feature. Additionally, Ms. ******** attached to her complaint further information where she raises issues about the eligibility of her ******* Galaxy 9 device, which was initially accepted by the sign-up agent, and questions the transparency of the insurance coverage, suggesting that it violates consumer protection laws. Ms. ******** seeks an investigation into these practices and requests assistance in getting her cracked screen repaired.
  
  We contacted Ms. ******** on January 24, 2025, to discuss her complaint. After reviewing her account, we discovered that the device she attempted to repair the screen on is a ******* Galaxy Note 9. We explained to Ms. ******** that her device is not eligible for screen repair as the make and model is different from the ******* Galaxy S9 that is currently being advertised. We advised her that the screen repair is limited to eligible devices in select areas and for more information to check eligibility she can visit: ********************************************************* or call ************.
  
  Additionally, we confirmed Ms. ******** her device is eligible for a full insurance replacement with a deductible of $250 and informed her she is eligible for a device upgrade discount with Cricket Wireless; however, she declined the options provided. Ms. ******** requested a refund for the insurance payments made over the past eight months. We explained to her that amounts paid for service charges are non-refundable, and account balances are not transferable, refundable, or redeemable for cash. Cricket Wireless Terms and Conditions can be found at: ******************************************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 01/30/2025

  Dear ************************

  I sent an attached letter as response. 

  Once again thank you for being the consumers watchdog organization where we can call out mistakes of private companies as well as ******************* and try to bring out their falsehoods to the public. 

  Business Response

  Date: 02/04/2025

  February 4, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22799789
  Re: ***** ********
  
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ***** ********. In her rebuttal, Ms. ******** states her Galaxy Note 9 is ineligible for the $29 screen repair service advertised by Cricket Wireless, as it was accepted by a Cricket Wireless representative who sold her insurance. She clarified that she is not interested in a refurbished or upgraded device for $250 and has since canceled her Cricket Wireless insurance, requesting a refund for the eight months of payments made. ***** highlighted that there appears to be a lack of service options in *********,**, and emphasized the need for clear disclosures regarding coverage and service providers to prevent future consumer confusion.
  
  We contacted Ms. ******** on January 30, 2025, to discuss her rebuttal. We shared with Ms. ******** that the screen repair is limited to eligible devices in select areas and for more information to check eligibility she can visit: ********************************************************* or call ************.
  
  Additionally, we assured Ms. ******** that we would escalate her feedback and experience to our executive leadership team and Asurions, and they will further investigate the advertising concerns she has raised and will address them internally. Ms. ******** confirmed she did not have any other questions regarding this complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 02/04/2025

   
  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,
  
  ***** Ducanois

• Initial Complaint

  Date:01/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for crickets 12mo. Plan for the dates of 11-27-24 to 11-27-25. On 1-6-25 my phone lost all internet connection, no apps. No search engine. Calls, texts still worked. I called customer service and they sent me a new updated E-sim. I reset all phone settings but still no internet. I went into the cricket store and bought a new hard chip sim and still no internet. The store rep. ******* figure it out either. I made an appointment and went to *****. They did a full diagnostics on the phone and found that there were no software issues and that the problem was cricket wasnt giving me any data. Their graph showed all red bars from Jan. 6th to 9th. I have proof of this. ***** then did a full system reboot on the phone using their in store Mac. Still no internet. I then did a chat through cricket customer service again and they emailed me another E-sim which I also have proof of and a transcript of the chat. The sim was invalid when scanned. Still no internet. I called cricket customer service again and asked to speak to a supervisor and asked that my service be canceled and I get refunded for the remaining year I paid for since neither the store nor customer service could connect me back to the internet. The supervisor refused to talk to me and told the representative to tell me. No refund. All they will do is cancel my service. Ive been with cricket for years over the last 20, off and on. I didnt want to lose my service with cricket or the deal I was getting but I had no choice but to cancel and switch to ******* being that I cant have a phone with no mobile data whatsoever. Im asking for a refund of $316 which is the amount from 1-11-25 to 11-27-25 Ive already paid for. I feel I have a strong case for small claims with documentation to back it up. If my service was restored I never would have had to do this. But it wasnt after exhausting many attempts with cricket customer service.

  Business Response

  Date: 01/28/2025

  January 28, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22797512
  Re: ***** ***
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ***. In his complaint, Mr. *** states he paid for a 12-month plan with Cricket Wireless that would cover service from November 27, 2024, to November 27, 2025. Mr. *** details that he lost internet connection on January 6, 2025, and after multiple attempts to resolve the issue, including visiting a Cricket Wireless authorized retail store, chatting online and contacting the customer care center, he was still unable to restore his data service. Mr. *** shares that he requested his service be cancelled and a refund for the remaining pre-paid months he would not use due to the ongoing issue, but the refund was denied; therefore, he canceled his service and decided to switch carriers. Mr. *** is requesting a refund for the remaining amount of the service plan he paid.
  
  We contacted Mr. *** on January 20, 2025, to discuss his complaint.After reviewing his account, we confirmed his account was cancelled on January 10, 2025, and found he had contacted customer care multiple times reporting network issues prior switching his wireless number to another carrier. We explained to Mr. *** the portion of our Terms and Conditions of Service that states that amounts paid for unused features and service charges are non-refundable. More information can be found at: ****************************************************************************.
  
  Notwithstanding, even though service payments are non-refundable, we made an exception and provided, Mr. **** a refund for the remaining months that were paid in advance. On January 21, 2025, we contacted Mr. *** to confirm the refund check had been issued to his mailing address and explained it would be delivered within 10 - 15 business days. Mr. *** shared he was satisfied with the resolution provided and confirmed he did not need additional assistance.
  
  
  Regards,
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  ******** ********

  Customer Answer

  Date: 01/28/2025

   
  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,
  
  ***** ***