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

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  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

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  Cricket Wireless, LLC

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

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  Cricket Wireless, LLC

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

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  Cricket Wireless, LLC

  11560 S District Dr South Jordan, UT 84095-5539

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:01/13/2025

  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,
  
  ***** ***

• Initial Complaint

  Date:01/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My cell phone bill was due on 1/9/2025. Cricket wireless has a program called Add it up. I paid through them yesterday, 1/9/25 at 8:26am. Today, 1/10/25 I woke up to my account shut off and will not be turned back on until I pay $15 late fee charge to turn it back on. I spoke with a manager at 9:25am, 1/10/25, named ******* and he stated that the charge was valid because it takes 24hrs to post on the account and it shows on their end paid 1/10/25, which was late. He refused to fix the billing error and said it was my fault because I should have paid it earlier to allow the 24 hrs to post it to my account. See information from both my receipt and the account billing as of 9"41am this morning. I have no choice by to pay this in order to have my cell service turned back on today.Receipt from Ad It Up Receipt #****-7690 Amount paid $90.00Date paid Jan 9, 2025, 8:26:43 AM Payment method ****** 1919 SummaryPayment to Ad It Up $90.00 Amount charged $90.00 Due Date:Today Monthly Charge:$90.00 Reactivation Fee:info $15.00 Account Credit:$0.00 Amount Due:$15.00

  Business Response

  Date: 01/30/2025

  
  January 30, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22793474
  Re: ****** *******
  
  
  Dear ********************************* correspondence is in response to a complaint filed by ****** *******. In her complaint, Ms. ******* states that her cell phone bill was due on January ******, and she paid through the Cricket Wireless Add It Up program on the same day at 8:26 AM. However, on January 10, 2025, she discovered her account had been suspended and was informed that a $15 late fee would be required to reactivate her service, as the payment had not been posted to her account until January 10, 2025. She contends that the charge is erroneous, as she made the payment on time and requests a refund of $15.

  We contacted Ms. ******* on January *******, to discuss her complaint. After reviewing her account, we discovered that her account was suspended for non-payment on January 10, 2025, since the credit from Ad It Up was not applied to her account until 24 hours later. We were going to explain to her the Ad it Up process to receive the credit on her account; however, Ms. ******* expressed dissatisfaction with the information we would share and ended our conversation.

  We shared with Ms. ******* via email, as she requested not to be contacted via phone anymore, that once the redemption request is completed through Ad It Up, it takes up to 24 hours for the credit to be applied and suggested to redeem her points at least 48 to 72 hours before her due date to avoid suspensions on her service. Additionally, we shared with her that we applied a courtesy credit to her account as a one-time exemption.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  Date:01/09/2025

  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.

  1/9/25 $55.81 Changing phone service bringing my own phone and number. Paid for 3 months and it created a new number instead of using my own. I called and spoke to multiple representatives and was hung up on by 2 managers. Both refused to correct the error and claims that they are not capable of issuing refunds and to call the bank. The bank cant refund a pending transaction and was hung up on once they realized the bank was listening to them. This took me hours and is completely unresolved. I was excited to switch to this company and am disappointed to find out that they have terrible customer service.

  Business Response

  Date: 01/31/2025

  January 30, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 22792357
  Re: ****** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** states that on January 9, 2025, she attempted to bring her device and number to ********************** paying 3 months in advance but created a new number instead of porting her own. Despite paying for three months of service, she faced significant challenges when contacting the Cricket Wireless care center,including being hung up on by two managers who claimed they could not issue refunds and advised her to contact her bank. Unfortunately, the bank informed her that they could not process a refund for a pending transaction, leading to further frustration as she was disconnected during the call. ****** expressed her disappointment in the customer service experience, which she found to be unsatisfactory.
  
  We contacted Ms. ***** on January 16, 2025, to discuss her complaint. We informed her that, as set forth in the Cricket Wireless terms and conditions of service, payments are non-refundable; however, we made a one-time exception, processed a full refund,and advised her to allow 5 to 10 business days for the process to complete.
  
  We offered to assist her in processing her order again to ensure she ports her number correctly but clarified that she would need to make a new activation payment. Additionally,we mentioned that if she agrees to reprocess the order, we could help her credit her account to pay less for renewal, as a one-time exception. Ms. ***** indicated that she would think about it and requested us to follow up a couple of days later.
  
  We attempted to contact ******** on January 20 and 24, 2025 but were unsuccessful. Should Ms. ***** decide she would like to accept our offer, she may contact *****, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my financial account hacked , my data breach even received the letter from cricket wireless stating my phone, ny daughter and husband phone and personal information has been linked thru a data breach . Well my entire life is being traumatized over this account being hacked locked out of Our phones being spoofed . Its ridiculous and cricket can just say they are working on it . Isn't helping us when your financial account that you survive from and feed kid are compromised. Really they should have to pay for our suffering its not are fault their system been compromised and linked customer information out

  Business Response

  Date: 01/28/2025

  January 28, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22762463
  Re: ****** ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ********. In her complaint, Ms. ******** states her financial account was hacked, and she received a letter from Cricket Wireless regarding a data breach that affected her familys personal information. She states her familys devices were hacked, her accounts were compromised, and this situation impacted her ability to provide for her children. Ms. ******** believes that Cricket Wireless should be held accountable for the suffering caused by the breach of their system and the subsequent linking of customer information.
  
  We contacted Ms. ******** on January 21, 2025, to discuss her complaint. After reviewing her account. We explained to Ms. ******** that we do not offer compensation since the data involved in the security breach does not include personal information such as social security numbers, financial account information, dates of birth, or other personally identifiable information. It also does not include typical information that is seen in usage details, such as the time stamp of calls or texts.
  
  We explained to her the data involved is limited to records of calls and texts and, in some cases, cell site identification number(s). The data also does not contain names. This information alone cannot be used for identity theft or other fraudulent purposes that credit monitoring services are intended to help prevent. More information can be found at: *************************************************.
  
  We confirmed her that her numbers are active and in good standing, we did not see any evidence that her account has been compromised, tampered with, or taken over by an unauthorized user. Additionally, we recommended for her to complete a factory data reset on her devices to remove any apps that may have malware, frequently change her passwords for her online.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:01/08/2025

  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.

  This is a complaint against the Cricket Wireless at ************************************** The Appleton location was not listed so I selected the nearest location in *******I went to pay my monthly cricket wireless bill of $60 at the above Appleton address and psi with $100 **** **** because Cricket Wireless billing cc databases were hacked and compromised. I requested $40 back, but they told me there was $5 charge for paying the bill in person, instead of online with a credit card. I wanted to pay in cash because I did not want my credit card information stolen from cricket wireless billing databases again. The female cricket wireless employees then took my $100 bill and gave me a receipt without giving me $35 back. I then asked for $35 back. The female employees there then told me they thought I asked to put $95 to my account for credit. I then told them no and that I wanted $35 back. They then told me they could not pay me the $35 cash back because of company policy.

  Business Response

  Date: 01/22/2025

  January 22, 2025
  
  Federal Communications Commission 
  Online Complaint 
  
  No: 22785994
  Re: ******* ************
  
  CC:     ******* ************
              PO Box 14
              *******, ** 54136
  
  
  ********************************** correspondence is in response to a complaint filed by ******* ************. In his complaint, Mr. ************ details an incident at the Cricket Wireless authorized retailer, where he attempted to pay his monthly bill of $60 in cash due to concerns over compromised credit card information.After providing a $100 bill, he requested $40 back but was informed of a $5 fee for in-person payments. Despite his clear request for $35 in cash, the employees mistakenly believed he wanted to apply $95 to his account and subsequently denied his request for a cash refund. Mr. ************ is requesting assistance to resolve his issue.

  We attempted to contact *************** on January 10, 13, and 16, 2025 but were unsuccessful. To investigate Mr. ************* concerns, we need to be able to communicate with him. Should Mr. ************ still require assistance, he may contact ********,Cricket Wireless Office of the ********* Manager at ************.
  
  
  Regards,
  
  Cricket Wireless 
  Office of the *********
  ***************************************** NE
  *******, ** 30319

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/6/2024 my ******* payment didn't process through my account as the funds weren't available yet. On 12/7/2024, I manually made the payment through the myCricket app. The app showed that a $0 balance was due.On 12/8/2024, my phones were disconnected. In order to turn them back on, I had to pay a reconnect fee, as well as $5 to pay the charges over the phone.On 1/4/2025, I reached out to Cricket in regards to these fees. I wanted to take care of them before paying this month's phone bill. I was credited $5.I have spent A LOT of time talking to 4 different people with Cricket. I was told that my case would be escalated. However, I am still be told that $5 is all that I will receive in a refund.Instead of Cricket taking responsibility for their app, I am told the following:1) I should've contacted Cricket to confirm the $0 balance that the app showed. (Why? I just told it to make the payment. If $0 is now the new balance, wouldn't a normal person expect that the payment processed. Why do I have to contact Cricket to confirm?)2) I was told that I should've received a confirmation text. Again, shouldn't the App state this?Cricket needs to take responsibility for their app's shortcomings. I made the payment using their app. Their app showed that the balance went to $0. My phones shouldn't have been disconnected.I live on a fixed income. I need every ***** of my money. I can't just say, "Oh, it's only $15 and forget about it."

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22774166
  Re: ******* ****
  
  
  Dear **************************** correspondence is in response to a complaint filed by ******* ****. In her complaint, Ms. **** details that on December 6, 2024, her Auto Pay payment did not process due to insufficient funds, prompting her to manually make a payment through the myCricket app on December 7, 2024, which indicated a $0 balance due. However, on December ******, her phones were disconnected, leading her to incur a reconnect fee and an additional $5 charge for processing the payment over the phone. Even after reaching out to Cricket on January 4, 2025, and being credited $5, Ms. **** expresses frustration over being told that the app's shortcomings were her responsibility, as she was advised to confirm the balance and expected a confirmation text, which she believes should have been clearly stated within the app itself. Ms. **** emphasizes that as someone living on a fixed income,every dollar counts, and she feels that Cricket Wireless should take responsibility for the issues arising from its application. Ms. **** is requesting a refund.
  
  We contacted Ms. **** on January ******, to discuss her complaint. After researching her account, we confirmed that her Auto Pay was not processed on December 6, 2024, due to insufficient funds.We also confirmed that she was sent text message alerts that the Auto Pay could not be processed and that a payment needed to be processed, so her service would not be suspended. Additionally, we discovered that her bill was due on December 7, 2024, and payment was not processed which led to the suspension of her wireless services. The payment that was received was not processed until December 8, 2024.
  
  We educated Ms. **** on her monthly payment and Auto Pay cycles. We also shared that we would share her experience with the team that works with the myCricket app. We applied courtesy credit to her account for the fees paid and changed her billing cycle to a more convenient due date. Ms. **** confirmed she did not have any additional questions about her case.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for cell phone service that includes unlimited texts. I am having technical issues with receiving texts from certain people. I get texts from some and cannot get texts from others. I own a business and this is hurting me. Cricket has lied to me buy stating that the towers are down. **. If they were down, I would not be able to make calls or receive texts from anybody. The so-called downed towers have been down for 2 months??? **. They are charging me for services they are not rendering.

  Business Response

  Date: 01/29/2025

  January 29, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22762453
  Re: **** **********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** **********. In his complaint, Mr. ********** states he is having technical issues with receiving texts from certain individuals despite signing up for a cell phone service that includes unlimited texts. He notes that while he can receive texts from some contacts, others are not coming through, adversely affecting his business. Mr. ********** also disputes the claim made by Cricket Wireless regarding downed towers, asserting that if the towers were indeed down, he would not be able to make calls or receive texts from anyone. He adds that these downed towers have been an issue for two months, leading him to feel that he is being charged for services that are not being rendered. Mr. ********** requests assistance resolving this issue.
  
  We contacted Mr. ********** on January 9, 2025, to discuss his complaint. After reviewing his account, he confirmed that his phone calls and mobile data was working as expected, but his *** was working sporadically. After ************* informed us, that he was using the ****** Messages app, we performed a troubleshooting process, including resetting network settings, resetting app preferences, and ensuring that the ****** *** app was successfully set up. Additionally,we verified that there were no network issues found in his area, and we scheduled a call back to give him time to test his ***.
  
  We contacted Mr. ********** on January 24, 2025, and he confirmed that his *** was working as expected as he can now send and receive all his ***. Lastly, we provided Mr. ********** with a courtesy credit on his Cricket Wireless account for the *** issues he experienced. He confirmed that he did not have any other questions regarding his case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********