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

  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:05/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 27th of March for a new iPhone and 2 months of service (this was the deal offered on Cricket website with number transfer). I paid $279 for the whole thing. ORDER # **************** They shipped my order, here is *** tracking number: 1ZY979F70212161052 The package was damaged in transit, and I NEVER received it.Since then I have been calling Cricket and they have been giving me the run around. I keep getting foreign representatives, and every time there is a new story. I was told I would receive a refund, I even received an email that the order was cancelled for obvious reasons.The company is holding my money hostage, whenever I call them I get nonsense from their representatives.I need my money back!

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23365388
  Re: ***** ****
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ****. In his complaint, Mr. **** states that he placed an order on March 27, 2025, for a new iPhone and two months of service, paying a total of $279. Although the order was shipped, the package was damaged in transit, and he never received it. Since then, he has encountered difficulties in obtaining a refund, receiving inconsistent information from various representatives, and was informed that his order was canceled. He expresses frustration over the lack of resolution and the feeling that his money is being held without justification.
  
  We contacted Mr. **** on May 29, 2025, to discuss his complaint. After reviewing his account, we confirmed that the order was canceled on April 28, 2025. The tracking number shows that the package was damaged in transit; therefore, he never received the order. We apologized and explained that we would initiate a refund and asked that he allow 3 to 5 business days to receive back to the original method of payment.
  
  Mr. **** expressed gratitude for the resolution and confirmed that he did not have any other questions regarding his complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:05/21/2025

  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.

  On May 13, 2025, my mobile number ending in 9934, registered with Cricket Wireless (a subsidiary of ****** was fraudulently transferred in a SIM swap attack without my consent or ************ a result, over $9,000 was stolen from my bank account due to unauthorized access through 2FA text messages. More importantly, my number has been completely disabled for 6 days now, cutting me off from all personal and business communication.I visited four different Cricket stores. None of the employees were able to resolve the issue, and they claimed only store managers have the authority to override the account PIN yet no one helped. I also called customer support over 10 times with no resolution. A Tier 2 supervisor promised a call back, but never followed through.This number is tied to banking, healthcare, and business accounts. I am asking for urgent action to restore my phone number, which is my top priority. I have also filed official complaints with the ***, ***, CFPB, IC3, Attorneys General of ** and TX, NY Consumer Protection, and other entities.

  Business Response

  Date: 05/21/2025

  AT&T has confirmed that the matter involves Cricket Wireless Services. Transferring complaint to be addressed by Cricket Wireless.

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23346599
  Re: ***** ***
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***** ***. In his complaint, Mr. *** reports that on May *******, his Cricket Wireless mobile number was stolen through a SIM swap attack without his consent. This led to over $9,000 being taken from his bank account via unauthorized access using 2FA text messages. His number has been disabled for six days, cutting off all personal and business communication. Despite visiting four Cricket stores and calling customer support more than ten times,he has not received a resolution. Staff said only store managers can override the account PIN, but no help was provided. Mr. *** has filed official complaints and stressed the urgent need to restore his phone number, which is essential for his banking, healthcare, and business accounts.
  
  We want to assure ****** that his account security is a top priority for Cricket Wireless. After reviewing his account, we believe he may have been a victim of identity theft originating outside of Cricket Wireless. The person who accessed his account had enough information to verify and make changes. This individual may have then used his phone number to access other accounts that use his number for verification.
  
  We contacted Mr. *** on May 20, 2025, to discuss his complaint. Upon review, we found that our Customer Support team had already resolved his issue on May 19, 2025, by restoring access to his line and securing his account. Mr. *** confirmed that his concerns were addressed and had no further questions.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

  Customer Answer

  Date: 06/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:05/20/2025

  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.

  I have two iPhones, an Apple Watch, and an iPad with cellular service all through cricket mobile. Today I tried to add another Apple Watch to one my phones. I could not do so on the app. So I called customer service. Was told that I could not set up the because both lines had devices tied to them. I told the representative to change the iPad line to the Apple Watch line that was new. He did that and then told me that I going to have to pay extra to set up the Apple Watch. I told him that I would not because I already had just paid my bill a few days ago and I had already paid for the iPad. I told him just to leave the plan as it . Cricket had canceled my iPad and then want me to pay to get the iPad line reactivated. I said I was not paying for theiPad line twice in one month. I had just paid my bill three days ago. Cricket wireless refuses to reactivate the iPad. I told them if they would not reactivate the iPad then they should reimburse me for the month on it. They refuse to do anything. They have the worst customer service I have ever seen. Even worse than Directv. Everyone I have ever talked to has no knowledge whatsoever of what is going on or how things work there. Eventually, their representatives will just hang up the phone on you. Something should be done about this company. I consider that theft.

  Business Response

  Date: 06/09/2025

  June 9, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23357662
  Re: ***** ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** details his frustration with Cricket Wireless customer service after attempting to add a new Apple Watch to his existing device. He was informed that he could not set up the watch due to existing lines being tied to devices. After requesting a change to his plan, he was told he would incur additional charges despite having recently paid his bill. Furthermore, he expressed dissatisfaction with the cancellation of his iPad line and Cricket Wireless refusing to reactivate it without an extra fee, leading him to seek reimbursement for the month he had already paid. He is requesting assistance either reinstate the line or reimburse the money.

  We attempted to contact Mr. ****** on May 23, 27, and 30, 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:05/20/2025

  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 was being charged for insurance on a phone line that I never requested and I was unaware that they were charging me for it from February 2025 until May 2025

  Business Response

  Date: 06/05/2025

  June 6, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23356254
  Re: ****** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** states that from February to May 2025, Cricket Wireless charged her for insurance feature that she never requested. Ms. ***** is requesting a refund.
  
  We contacted Ms. ***** on May *******, to discuss her complaint. After reviewing her account, we confirmed that the Cricket Protect feature was added at the time of activation, on February 28, 2025, and it was removed at her request on May 20, 2025.
  
  We explained to Ms. ***** that amounts paid for service and features, are non-refundable,transferable or redeemable for cash. For future references, we advised ******** that Cricket Wireless would send a text message to her device about regarding her bill and information about her account balance and plan information is available from the online account and application.
  
  Although payments are typically non-refundable, we made an exception and applied a one-time credit to her account for the ******************** Protect payments she made.  We provided her with information regarding her next bill account and due date. Ms. ***** confirmed that she did not need any further assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/20/2025

  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 May 16, 2025, I went to cricket wireless to upgrade my phone and husband's phone, I filled out the progressive leasing for the phones and the cases, during which time after signing the ***resentative said there is a glitch in system with progressive leasing that they have been down, and that it didn't put my husband's phone on the lease, so we said we will go ahead and pay for that phone out right. We understood things happen we proceed to leave at which time the *** handed us the smart watches "on them" (CRICKET WIRELESS) because of all the trouble. I said I would come back in a couple days to see about my lease because I was being charged for my phone more than what I was quoted, she said to just call progressive leasing in- stead. We said thank you and left.May 19, 2025, I called progressive leasing to be told that the two watches that cricket wireless had given us was on my lease agreement, I said no they gave those smart watches to us because of all the trouble, she told me I would need to contact the store, I said I'm not doing this they told me to contact you. So, on that note I went back up to the store Cricket wireless on May 19, 2025, and the cricket ***resentative which was the same lady from Friday who had given us the smart watches was the one I spoke with again and she proceeded to tell me that the watches didn't show on her end, so I had to call progressive leasing again only for him to tell me that I would have to return the smart watches or have the *** cancel the watches, I asked how if they don't show the watches on their end, and when I called progressive leasing they wanted to speak with store *** and I had him on speaker. I left went home and got one of the smart watches to return and the cricket wireless *** said that in order for her to cancel the watches I would have to bring the phone and the cases back up there, I said all the packaging has been trashed. Now I am being charged for two smart watches that were given to me for FREE!

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23352510
  Re: ***** ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** describes her experience on May 16, 2025, when she attempted to upgrade both her and her husband's phones at a Cricket Wireless authorized retailer. During the process, a representative explained that a glitch with ******************* caused her husband's phone to be excluded from the lease, requiring them to pay for it outright. As compensation, the representative provided two smartwatches.However, when Ms. ****** contacted Progressive Leasing on May 19, 2025, she discovered the watches had been added to her lease agreement without her authorization. Upon returning to the store, she was told the watches did not appear on their system, yet she was still charged for them, causing confusion about their status and the return process.
  
  We contacted Ms. ****** on May 29, 2025, to discuss her complaint and apologized for the inconvenience she experienced. After reviewing her account, we informed her that we would escalate the matter to the executive leadership team for further investigation into the purchase and lease details. On June 3, 2025, we updated Ms. ****** that Progressive Leasing had removed the smartwatches from her lease and confirmed that she would not be charged for them.
  
  Ms. ****** expressed satisfaction with the resolution and had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:05/19/2025

  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 purchased the phone on March 3rd, 2025. On April 11th the phones screen turned black. Since it was out of the return policy timeframe I tried multiple times to contact customer service to use the warranty to replace the phone. They hung up on me 3 times after being on hold for 45 min. The 4th times asked me to enter my number and they would return my call. To which I never received a return call. I tried to online chat and was told they couldn't do anything it was an ************************************** the same.. so now. After filing a defective device dispute through my bank they are saying it's past the 7 day return window. Which was never the dispute. It's that the phone is defective and they are refusing to honor the warranty. I have since moved companies and just want my money back on a defective device.

  Business Response

  Date: 06/13/2025

  June 13, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23349968
  Re: ********* *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ********* *****. In her complaint, Ms. ***** states that she purchased a phone on March 3, 2025, but began experiencing a black screen issue on April 11, 2025. Since this was outside the return policy window, she contacted customer service multiple times to request a warranty replacement. However, her calls were disconnected three times after long holds, and she never received a promised callback. Online chat representatives and the store both informed her they could not assist due to an 800 number issue. After filing a defective device dispute with her bank, she was told it was past the 7-day return window,though her main concern was the phones defect and the refusal to honor the warranty. Ms. ***** has since switched providers and is seeking a refund for the defective device.
  
  We contacted Ms. ***** on June ******, to discuss her complaint. After reviewing her account, we found that her Cricket Wireless service was canceled on April 18, 2025, after she ported her number to a different carrier. We offered her the option to replace her defective device with a brand-new unlocked device, to have a functional phone,but Ms. ***** declined it, stating that she preferred the refund for the device, as she had already purchased a new device with her new carrier.
  
  We informed Ms. ***** that we would not be able to provide a refund, as it has been more than 7 days since the original purchase date, according to the Cricket Wireless Return Policy that state: Cricket provides a 7 - day return policy for qualifying devices; if you received your order more than 7 - days ago, you may be eligible for a warranty claim.. More information can be found online at: **********************************************************************************************.
  
  We offered Ms. ***** a refund for the last service payment she made, which she accepted. We advised her payment would be reversed to the original payment method used and it would be completed within 3-5 business days. Ms. ***** confirmed that she did not have further questions regarding her case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 14th 2025 I attempted to pay my service bill of $65 to Cricket Wireless to receive phone service plan that includes unlimited talk, text and data. This was done using my *************** card.On Crickets app, the transaction was declined twice without reason, there were sufficient funds, correct billing information and no restrictions on my card. However each time funds were held without me receiving services.I attempted to pay in store ($70) and over crickets automated phone system to receive the same issue.Ive tried this with multiple payment methods, and today on May 19 with ***** Cash attempted an $65 payment through Crickets app, and the same thing is ************ cricket is declining my card without reason but funds are still being withheld from me for days or weeks at a time.I left the transaction ID from the most recent attempted transaction made with Apple Cash 5E0364F7EC47 With this complaint.

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23349374
  Re: ***** ***********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ***********. In his complaint, Mr. *********** states that he attempted to pay his Cricket Wireless bill on May 14, 2025, but his transactions were declined and placed on hold twice even though there were sufficient funds, correct billing information and no restrictions on his card. He tried processing his payment at a Cricket Wireless authorized retail store, ***** cash and over the phone but he encountered the same issue. He is requesting a resolution to this issue.
  
  We attempted to contact Mr.*********** on May 24, 27 and 30, 2025 but were unsuccessful. Should Mr.*********** still need assistance, he may contact *****, Cricket Wireless Office of the ********* Manager, at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/19/2025

  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 tried to get a hold of them to ask about my bill, the supervisor hung up on me after holding for 30 minutes and then I called back and asked for the CEO, waited 40 minutes and they hung up on me. I have been with them for 5 years and never missed a payment.I had until May 18 to make a payment and they cut it off early I would like to talk with someone about this.

  Business Response

  Date: 06/09/2025

  June 10, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23328921
  Re: ***** ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** states he has attempted to contact the company to inquire about his bill, noting that a supervisor hung up on him after a 30-minute hold, and upon calling back to request the CEO, he was again disconnected after waiting 40 minutes. Mr. ****** highlighted that he has been a loyal customer for five years without missing payment, and he was dismayed to find that his service was cut off prematurely,despite having until May 18, 2023, to make a payment. Mr. ****** seeks to discuss this matter with someone who can assist him.
  
  We attempted to contact Mr. ****** on May 26, 29, and June 2, 2025, but were unsuccessful. Should Mr. ****** still need assistance, he is encouraged to contact ******, Cricket Wireless Office of the ********* Manager at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:05/19/2025

  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'm extremely disappointed in the fact that cricket shut down the option where you can pay your bill for free online. But the only options were available are the ones that charge you a fee. When you attempt to pay through their system it tells you that it's not working for the free pay. But ironically all the other options were they collect a fee from their customers are up and running fine. I feel this is the deliberate act to generate extra profit and take advantage of consumers. I would like to be refunded the fee that I was charged through the same exact system that I normally use.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23346824
  Re: ***** ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** expressed disappointment over Cricket Wirelesss recent removal of the free online payment option, noting that the remaining options now incur fees. He reported that when attempting to use the free payment system, it was non-functional,while the fee-based options were working. Mr. ****** believes this change is a deliberate effort to generate additional profit at the consumers expense and has requested a refund for the fee charged through the payment method he usually uses.
  
  We contacted ********* on May 20, 2025, to discuss his complaint. He explained that the Quick Pay option on the Cricket Wireless website was not working, which forced him to make a payment over the phone and incur an additional $5 fee. We informed him that the Quick Pay option is still available on the website and confirmed it is functioning correctly for future payments. Additionally, we found no reports indicating that the Quick Pay feature was down.
  
  We applied a one-time courtesy credit to his account for the inconvenience he experienced.
  We also provided information about his upcoming billing cycle and alternative payment **********. Butler confirmed that his main concern has been resolved and that he does not require any further assistance with this case.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319      

  Customer Answer

  Date: 06/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/19/2025

  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 cell numbers cricket ************** and ************* provided does not work nor is it vaild for ****** services , ******* at cricket corporate is useless and is no help at all. I will not pay $15. 00 for number change . Also cant reveive incoming calls and 5G drops to 4G service with connection issues . Cricket is a rip off service provides numbers that are used and spoofed , They need to be sued

  Business Response

  Date: 06/03/2025

  June 4, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23347882
  Re: ******* ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ****. In his complaint, Mr. **** expressed frustration regarding the cell numbers ************ and ************, which he found invalid for ****** services. He also reported that a Cricket Wireless corporate manager was unhelpful and that he does not want to pay $15 for a number change.Additionally, he mentioned problems with receiving calls and frequent drops from 5G to 4G, causing connection issues. Mr. **** believes Cricket Wireless provides spoofed numbers and suggested that legal action might be necessary.
  
  We contacted Mr. **** on May 20, 2025,to discuss his complaint. We helped him change the phone number ending in 3546 at no charge and advised him to restart his device to receive the new number via SMS. We also escalated his network concerns to our technical support team for further investigation. On May 22, 2025, the technical team reported that the wireless number was not properly provisioned. After troubleshooting, his connection was successfully restored.
  
  A few days later, Mr. **** informed us that his internet service was fluctuating between 5G and 4G, and he was still missing some calls. We explained that there were no network outages near his location, confirmed his device was properly provisioned, and advised that coverage can vary due to several factors.
  
  Cricket Wireless Terms and Conditions state: We do not guarantee wireless network availability or services. You cannot access our network outside coverage areas. Coverage maps on our website or in stores provide a general idea of coverage but may not show all gaps. Actual coverage can vary due to terrain, weather, buildings, signal strength, heavy usage,customer equipment, and other factors. You can find the full terms and conditions online ******************************************************************.
  
  We provided Mr. **** a courtesy credit to cover a free month of service on his primary and secondary Cricket Wireless accounts for the network issues he experienced. ******* confirmed that he was satisfied with the resolution provided and informed us that he did not need additional assistance regarding his complaints.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********