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

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

  1030 Norwood Park Blvd STE 406 Austin, TX 78753-6610

• 

  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

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:11/18/2024

  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 bought an iPhone 12 from Cricket Wireless on 12/08/2023. Their website states that I may have the phone unlocked from their network after 6 months of service. They are refusing to honor that agreement. They are saying that the phone was reported lost or stolen. This is not the case. I am the original owner of the phone and have never reported it lost or stolen. They are refusing to provide me with my account number or account PIN that will enable me to transfer the number to a different character. This is illegal. According to the ***, a company can't refuse to port your number. I would like Cricket Wireless to provide me with the information I need in order to transfer my phone number to another carrier.

  Business Response

  Date: 12/03/2024

  December 3, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22573094
  Re: **** *********
  
  
  Dear ************************ correspondence is in response to a complaint filed by **** *********. In his complaint, Mr. ********* states that he purchased an iPhone 12 from Cricket Wireless on December 8, 2023, and reviewed information on the Cricket Wireless website stating that he could unlock the iPhone after six months of service. He further states that Cricket Wireless refuses to honor this agreement, claiming the device was reported lost or stolen, which he denies, asserting he is the original owner. He adds that Cricket Wireless is withholding his account number and account PIN, preventing him from transferring his wireless number to another carrier. Mr. ********* requests that his device be unlocked and to receive the Number Transfer PIN (***).
  
  We contacted Mr. ********* on November 21, 2024, to discuss his complaint. After reviewing his device information, we found that his device has not been reported as lost/stolen and confirmed that his iPhone is eligible to unlock. His device meets the ********************** unlock policy requirements as it has been used for more than six months. More information about the Cricket Wireless unlock policy can be found at: *********************************************************************************************.
  
  We successfully processed the unlock for his device and requested that he reboot it to complete the process. Mr. ********* confirmed that his device settings no longer showed a network restriction.Additionally, we advised Mr. ********* that he could request the *** by dialing *PORT (*7678) from his device, to which he confirmed that he did, but encountered an issue receiving the text message with the code. We shared with him that we would submit a request to our back-office team to generate the *** for him.
  
  
  On November 22, 2024, Mr. ********* contacted us and confirmed he received his Number Transfer PIN successfully.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:11/15/2024

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Cricket Wireless regarding an unfair business practice involving a service interruption and a $15 reactivation fee.On 11/15/2025, our Cricket Wireless service was disconnected due to a late payment. This occurred because my credit cards were locked without my knowledge, causing an automatic payment failure. While I promptly resolved the issue and paid the monthly fee the next morning, Cricket Wireless refused to restore our service until I also paid a $15 reactivation fee.This interruption affected five individuals who rely on this service, creating significant inconvenience. When I asked a representative if the $15 fee would still apply if I chose to leave Cricket Wireless for another provider, I was told it would not. This response made me feel coerced into paying the fee to avoid further inconvenience.I find this practice unfair and punitive, especially as the service was unavailable for approximately 10 hours. As a paying customer, I believe I should not be penalized for an issue outside my control, especially when I resolve it promptly. Additionally, Cricket Wireless has not provided any compensation for the time our service was unavailable.I am seeking for:(1) A refund for the period during which our service was disconnected. Based on our $135 monthly fee, this amounts to approximately $1.88 for the 10 hours of downtime (calculated as 10 hours out of a 30-day billing cycle).(2) A review of Cricket Wirelesss policy regarding reactivation fees, particularly in cases where service interruptions are caused by unforeseen circumstances beyond the customers control.I hope that this complaint will prompt Cricket Wireless to adopt fairer practices and ensure that customers are not unjustly penalized in similar situations.Thank you for your attention to this matter.

  Business Response

  Date: 11/25/2024

  November 25, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22560789
  Re: ******** **
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******** **. In his complaint, Mr. ** details an incident on November 15, 2025, where his Cricket Wireless service was disconnected due to a past-due payment caused by his credit cards being locked without his knowledge, resulting in an automatic payment failure. Although he promptly resolved the issue and made the payment the following morning, Cricket Wireless required him to pay a $15 reactivation fee before restoring service,which he found unfair given the circumstances. This service interruption affected five individuals and lasted approximately 10 hours, leading him to seek a refund for the downtime and a review of the reactivation fee policy,particularly in cases of unforeseen circumstances beyond the customer's control.
  
  We contacted Mr. ** on November 18, 2024, to discuss his complaint. After reviewing the account, we confirmed that his bill was due on November 14, 2024, and his automatic payment failed.We informed him that Cricket Wireless sent him text messages stating that his payment could not be processed along with recommendations for alternative payment channels to avoid the suspension of his account. Furthermore, we explained when an account is suspended for non-payment, the full balance and a reactivation fee are required to reactivate the wireless service. More information can be found at: ******************************************.
  
  We processed a one-time courtesy credit to his wireless account for the reactivation fee upon Mr. *** agreement to our offer. He confirmed he was satisfied with the resolution provided to him and had no other questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/15/2024

  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.

  Complaint Against Cricket Wireless I am filing this complaint regarding a promotional offer from Cricket Wireless that promised a free phone of my choice earlier this year. Despite meeting the promotional terms, Cricket Wireless delivered the phone to an incorrect addressa mistake that was entirely their fault.Key Points:1. Delivery Error: Cricket assured me the phone had been delivered to the address I provided, but this was not true. Instead, the phone was sent to a completely incorrect and made-up address that I never supplied.2. Lack of Resolution: After discovering the issue, I reached out to Cricket Wireless multiple times to resolve the matter. Unfortunately, no one from their team provided any viable assistance or took accountability. Their failure to address this problem is unacceptable.Desired Resolution:I want Cricket Wireless to either deliver the promised phone to my correct address promptly or provide equivalent compensation for their error.I also request a formal acknowledgment of their mistake and an explanation of how they will prevent similar issues in the future.This experience has left me extremely disappointed, as I trusted Cricket Wireless to honor their promotional commitments and provide basic customer service. I hope the ******************** can assist in ensuring a fair resolution to this matter.Sincerely,******** *******

  Business Response

  Date: 12/09/2024

  December 9, 2024
  
  Better Business Bureau
  Online Complaint
  
  No:22559998
  Re:******** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******** *******. In her complaint, Ms. ******* states that Cricket Wireless offered her a promotional free device of her choice, which was delivered to an incorrect address. Despite her efforts to resolve the issue through multiple communications with Cricket Wireless, she did not receive assistance or any accountability from their *******. ******* seeks either the prompt delivery of the promised device to the correct address or equivalent compensation for the error, along with a formal acknowledgment of the mistake and an explanation to prevent similar issues in the future.
  
  We contacted Ms. ******* on November 22, 2024, to discuss her complaint. We apologized to her for the inconvenience and assured her that satisfying our customers is a top priority for **********************. After reviewing her account and order, we confirmed that the device was delivered to the wrong address and was never activated. We offered to replace her device order and she agreed. We confirmed her correct mailing address and processed the order. On December ******, we discovered that *** was not able to deliver the replacement order to Ms. ******* because *** had issues locating her house. The order was returned to Cricket Wireless.
  
  We contacted Ms. ******* on December 3, 2024, we offered to apply a credit to her account instead of attempting reprocess the order. That the amount of the credit is equivalent to the device price, Ms. ******* agreed to our offer. We confirmed the credit was applied to her account and she confirmed that she did not have any other questions regarding her case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President 
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:11/14/2024

  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 was overcharged it was supposed to be 2 charges $236 $685 but please they charge me $601 they said the first $600 go through and the machine actually froze and reset while I had my card in the machine and the payment was being processed they said that there was not another payment process because they said receipts wouldve been printed in their end. I have my receipts and my banking information I'm trying to get a refund on that 601 dollars

  Business Response

  Date: 12/10/2024

  December 9, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: **** ********
  Re: 22559015
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by **** ********. In his only complaint, Mr. ******** states that he was overcharged during a transaction at a Cricket Wireless store, where he expected two charges of $236 and $685, but he was charged an additional $601. He states that the payment process was interrupted when the machine froze and reset while his card was still in the machine. The sales representative informed him that no additional payment was processed, as receipts would have been printed on their end; however, the additional payment went through and is reflected in his bank account. Mr. ******** is requesting a full refund for the amount he was overcharged.
  
  We contacted Mr. ******** on November 20, 2024, to discuss his complaint. We searched for the payment in question within our system using his card information but had no success finding this payment.He confirmed that he would send us a copy of his bank statements and additional details regarding his communication with the store representative, who promised to call him back but did not. We advised him that, although we could not locate the payment in our system, we would continue to investigate this matter leadership, and we would contact him once we have the results of the investigation; Mr. ******** agreed.
  
  We contacted Mr. ******** on December 6, 2024, to share the investigation results. We informed him that after reviewing his account and collaborating with our financial team, we could not locate the payment in question within our records. Since we had a copy of the charge from his financial institution, we offered to issue him a refund of $601. We explained the refund process takes between 10 to 15 business days to complete with a paper check being mailed to him. Mr. ******** agreed to this solution and mentioned he would share his address via email, as he is currently in a hotel.
  
  On December 9, 2024, Mr. ******** confirmed his mailing address. Weve explained the refund process and set the proper time expectations for delivery of this refund check. He confirmed he did not have any other questions regarding his case.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cricket Wireless Provided False and/or misleading information to my wife and I when we seeked to upgrade our cell phones at their store at **************************************************************************************************. All details are contained in the attachments provided herewith

  Business Response

  Date: 12/09/2024

  December 9, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22558723
  Re: ****** **********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** **********. In his complaint, he details an experience at a Cricket Wireless store on November 22, 2024, where he and his wife intended to purchase two devices with 256GB internal memory and 256GB ** cards. However, they were misled regarding the pricing of the ** cards, the availability of the phones, and the charges on their credit card, which included an unexpected $35 fee for a phone case that was never purchased.Additionally, upon receiving the phone, they discovered that it had only 128GB of internal memory instead of the promised 256GB, leading to concerns about a potential bait-and-switch scenario. Despite attempts to resolve these issues,the vendor cited a company policy that prohibited returns after seven days,further complicating the situation.
  
  We contacted Mr. ********** on November 19, 2024, to discuss his complaint. We apologized to Mr. ********** for the inconvenience he and his wife experienced. After reviewing his account,we informed him that we would need to conduct an in-depth investigation and committed to contacting him after the investigation was completed.
  
  On December 5, 2024, we shared with Mr. ********** that the outcome of the investigation confirmed there was only one charge processed on October 22, 2024, for an upgrade. Since he was not satisfied with the purchase, we offered to send a shipping label to return the device and that we would generate a refund for his purchase.
  
  On December 9, 2024, we informed ************* that we issued a refund check that would be mailed to the address he provided, we advised him that it would take 10 15 business days to receive it.
  
  Lastly, we assured him that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service. We shared with Mr. ********** that we would escalate his experience to the leadership team that works directly with this stores management team, and they will complete an internal review. Mr. ********** confirmed that he understood the information provided and did not have any other questions regarding his case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/13/2024

  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 reached out to Cricket via phone and was hung up on twice by the bot for not having a current Cricket number. I reached out on chat and was "hung up on" before the *** gave me a chance to further ask questions. I was hung up on by a supervisor in the middle of typing a response. I was previously a Cricket member for years (about 9-10). I have five older phones that still carry Cricket as their carrier even though I no longer have an account with them. I have provided the **** numbers for all 5 phones but they say they cannot do so because the account is archived. I was told I had to create a new account with them in order to access the old phones to unlock them.

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22553895
  Re: ******** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******** *******. In her complaint, ********** states that she attempted to reach out to Cricket Wireless customer service but was disconnected due to not having an active wireless number. Ms. ******* adds that she was a former Cricket Wireless member for 9-10 years and is seeking assistance with unlocking five older phones that still carry Cricket Wireless as their carrier, despite no longer having an active account. She provided the **** numbers for these devices but was informed that the account is archived and that she must create a new account to access the old phones for unlocking.
  
  We contacted Ms. ******* on November 14, 2024, to discuss her complaint. After reviewing the **** numbers provided, we could not locate the usage records for four of her devices. We confirmed that her fifth device does meet the ********************** unlock policy.Additionally, since her account has been inactive for over 12 months, we explained to her that we would escalate her request to further investigate the usage records of the other four devices, and we scheduled a call back to provide her with the outcome.
  
  We contacted Ms. ******* on November 20, 2024, and we confirmed that her two iPhone 6s have been successfully unlocked as they meet the requirements of the Cricket Wireless unlock policy. We explained that the other two devices, which are iPhone 5s,were unable to be unlocked due to their compatibility with our system, as these are older devices. Upon submitting an unlock request to ***** for further assistance on November 25, 2024, we confirmed with Ms. ******* that her iPhone 5s were finally unlocked.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have. A $55 plan with the cricket cricket. Wireless and I just want my refund back. They turned my service off and I did exactly what I was told and now, they won't refund my money. They laugh at me like everything is okay, but this is not right and how they're doing their customers. I'm looking for my refund that they would not refund me. My payment is 55 and it made me pay $75 this month.

  Business Response

  Date: 11/25/2024

  November 25, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22545147
  Re: ***** *******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* outlines her experience with the Cricket Wireless billing and service restoration process.She called to get a payment extension with her first bill on the 3rd.She was charged $15 for the ****************** and she was informed to pay another $15 on November 10, 2024, to extend it again. Ms. ******* made the payment on the 10th however; her services were suspended on the 11th.Despite already paying $15 to extend the ********* service, she had to pay $50 to restore her service. She claims that her service was turned off even after making these payments, and when she sought clarification, she was informed that the $15 payment was not credited to her account. Additionally, she expresses frustration over the lack of reimbursement for the funds she believes were improperly handled, resulting in a total payment of $75 for a $55 rate *******. ******* is requesting assistance to resolve this issue and receive a refund.
  
  We contacted Ms. ******* on November 18, 2024, to discuss her complaint. After reviewing her account, we discovered that her ********************** account was suspended because even though she paid $15 to extend it, it was not set up correctly as her payment went to her bill as a regular payment. We shared information with Ms. ******* on how to set up and extend BridgePay for future reference. More information about our BridgePay extension policies can be found at *********************************************************************************.
  
  We apologized to Ms. ******* for the inconvenience she experienced with the BridgePay extension. We shared with her that we escalated her experience to our customer care executive leadership team and assured her they would investigate further internally. We applied a credit to Ms.******* ********************** account for the inconvenience, which she accepted. Lastly, we shared information regarding her next months due date and bill.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:11/12/2024

  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.

  Cricket wireless is not secure enough for me. I am being hacked and they are using my phone number to get into my phone account my social media my emails all my personal information. I got locked out of my Cricket account and the manager at the local store was not very helpful. My phone is hacked and I am going after Cricket wireless my carrier ******* the product *************** Instagram and anyone else. I have filed with my local police station also the *** IC3 . I am stressed and full of anxiety. I need help and no one at the store was very willing to assist me. I don't understand how they are getting into my phone account my internet services but they are. And Cricket wireless has very lack security but they are cheap so I get what I pay for . This is the third time I have had to write this. And it's late. So it short You guys probably won't help me either. I'll be stuck with this hacker who is stalking me and putting me out on the Dark Web and how is it I pay my bill and in 3 days I am almost up to my data limit when i have WIFI at home and when I try and just use my data it doesn't work?

  Business Response

  Date: 12/02/2024

  Dear ****************
  
  This correspondence is in response to a complaint filed by ******* *****. In her complaint, Ms. ***** expresses concern regarding the security of her Cricket Wireless account, stating that she has been hacked and that her number is being used to access her phone account,social media, emails, and other personal information. She reports feeling stressed and anxious due to the lack of assistance from the local Cricket Wireless store. Furthermore, she has filed reports with her local police station and the *** IC3. Additionally, she notes issues with her data usage,claiming that despite having Wi-Fi at home, she is nearing her data limit within three days and is experiencing problems when attempting to use mobile data. Ms. ***** is requesting a resolution to this issue.
  
  
  We contacted Ms. ***** on November *******, to discuss her complaint. After reviewing her account information, we informed her that we did not find any suspicious activities indicating that her account had been illegally accessed or that changes had been made without her consent.
  
  We found that her line had the call forwarding feature activated, which she stated she had never set up. We provided her a dial code to deactivate it, and she confirmed she would do it after the call. We offered to assist her in moving her wireless number to a new account, updating her account credentials,and changing her wireless number at no cost. Additionally, we advised her that monthly data usage depends on the customers device usage, we offered her the option to upgrade her rate plan, but she declined. Ms. ***** accepted our assistance but requested that we contact her by November 22, 2024, as she would be busy until then.
  
  We contacted Ms. ***** on November *******. We moved her wireless number to a new account, helped her update her account credentials, and assisted her in turning on the account lock feature using myCricket. Ms. ***** informed us that she had issues deactivating the call forwarding feature, therefore, we opened a technical ticket to deactivate it.
  
  On November 27, 2024, we informed Ms. ***** via email that the call forwarding feature was removed. Ms. ***** did not have any other questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:11/11/2024

  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 am a New Door Dasher. I live in *****. My Phone would not allow me to have data Access while working and there were many Dead Zones. I was on an ************** Plan and had been with Cricket for 6+ years. I went to the Local store and spent 6 hours on the Phone with Cricket Support and their staff for them to tell me my Phone was Obsolete. I was however available for a Upgrade. My current Phone was a 4G, 64MB Phone so I requested a 5G 64MB phone. The Store Sold me a 5G, 32MB Phone. Phone did not work right and could not load everything on it i needed. Realizing that this store and its staff did not know what they were doing, I went to the Bastrop store instead. I returned the Phone through the 7 day policy From Cricket and the Bastrop store sold me a downgraded 4G, 64MB phone. I noticed that the Phone was not connecting to the 5G network before leaving the Store and Called it out. the Store Personal stated it would eventually connect to 5G After all the updates were done on the Phone. I went back to the Store the Very Next Day and pointed out that the Phone was only a 4G phone and they once again wanted to Charge me for another upgrade. Their electronic reciept they sent stated a charge of only 94 dollars but the charge was the ****** charge This was discovered while I was on the Phone with Tech support for cricket and the Store Jointly. store Manager called me a Lier so I went to the store to Prove it. I showed the manager the Reciept and he stated the Reason my reciept does not show the full price is because My reciept does not reflect the Activation fee. But still insisted I was a Lier and threw me out of the store and said for me to not return on the property. I left the Cricket service and am on mint Moble now. With a Phone I cant use because it is Sim Locked. They can either Unlock this phone they sold me or return my money. I am currently using the Old Phone again that they said was Obsolete through Mint and it is working Just fine.

  Business Response

  Date: 11/22/2024

  November 22, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 22534530
  Re: ***** *********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *********. In his complaint, Mr. ********* states he is a new Door Dasher and lives in *****, where he is facing significant issues with his phone service. After being informed that his 4G device was obsolete,he requested a 5G upgrade but was sold a 5G, 32MB device that did not meet his needs. Following a return and subsequent purchase of a downgraded 4G, 64MB device,he encountered further issues with connectivity and was charged incorrectly,leading to a confrontation with the store manager. Ultimately, Mr. ********* left Cricket Wireless for ************ but the phone he received remains SIM locked, leaving him unable to use it effectively. Mr. ********* would like to either get his device network unlocked or a full refund for what he paid for such device.
  
  We contacted Mr. ********* on November 14, 2024, to discuss his complaint. We apologized for the experience at the Cricket Wireless authorized retail store and assured him that we would share his feedback with the executive leadership team that works with that location, and they would further investigate internally with the store leadership and representatives.
  
  After reviewing his device information, we discovered that the device was used for 23 days only, and we explained to Mr. ********* that it does not meet the 6-month requirement of the Cricket Wireless unlock policy. More information about the unlock policy can be found at: *********************************************************************************************.
  
  As a one-time exception we assisted Mr. ********* by returning his device outside of the 7-day return policy. We generated a return label that was sent to him via email, and we shared the steps to have the device returned. Once confirming that the merchandise was returned, we processed an entire refund through a refund check for what he spent on purchasing his device and advised him to wait 7-14 business days for the check to be delivered. Mr. ********* confirmed he was satisfied with the outcome reached.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 11/23/2024

   
  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:11/09/2024

  Type:Customer Service 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.

  Cricket Wireless I had two lines with Cricket Wireless already ************** and **************. I desperately desired my previous numbers back, but they were lost during a domestic situation with my spouse. They were previously in my spouse's name, **** ****. Those numbers were ************** and 5713.The 525-2025 never worked. The phone my spouse currently uses on his son's account barely works. My son needed a different plan. I added 3 new lines to my account and paid for them online. I activated them on my billing date, 11/7/******* app showed that only $20 was taken during AutoPay instead of my usual $90. The balance reflected $0.00 due. However, my phones were disconnected and I had to pay $92.34 to get the phones back on, which I was informed was a $30 re-activation fee, plus a $5 card fee.I'm on AutoPay. Cricket advertises "Never lose service again by setting up AutoPay...". I had *******. I lost service. I wasn't expecting to.I have called and been told that every customer service representative and their supervisor can ONLY authorize a $5 CREDIT to my next month's plan for their system's error.I live on a fixed income. Since I had to pay more than I expected, I no longer have enough money to cover my bills. This system error will cost me overdraft fees of $24 each time. I'm upset that: (1) It takes at least 20 mins of my time to get a $5 credit back when this is not my fault (2 phone calls of this duration to get $10); and (2) that I am only receiving back a credit rather than being given back my money for something I was charged for which is clearly not my fault.I have voice recordings of both of my calls that stated that it was a system error and the $5 credit limit per both employees.This is extremely bad customer service. If this error occurred to all of their customers and they're having to do this process to get their funds back, I can see where many customers would just leave the money as is. I NEED my money. I can't let it go.

  Business Response

  Date: 11/25/2024

  November 25, 2024
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 22534046
  Re: ******* ****
  
  
  Dear ************************ correspondence is in response to a complaint filed by ******* ****. In her complaint, Ms. **** states she lost two wireless numbers she used to have with Cricket Wireless due to a domestic situation. She explained she added three new numbers to the account and paid for them online. Despite being on *******, she experienced a disconnection of service and was charged $92.34 to reactivate her phones, which included a $30 reactivation fee and a $5 card fee. Ms. **** reports that she was only offered a $5 credit for the inconvenience, which she found insufficient given the circumstances, especially as she lives on a fixed income and the situation has led to potential overdraft fees. She also noted the time-consuming nature of her calls to customer service, where she was informed that the $5 credit was the maximum compensation available for what was acknowledged as a system ********. **** is requesting assistance to resolve the issue.
  
  We contacted Ms. **** on November *******, to discuss her complaint. After researching her account, we found that she was paying $90 for two lines and attempted to activate three more lines on her existing account on November 2, 2024, for which she processed a payment of $70. We explained to Ms. **** that the activation process was not completed due to a port error, leaving the lines under pending status and the payment as a credit. On November 6, 2024, Auto Pay processed her payment for $20 only due to the credit she had in her account.
  
  The activation of the new wireless numbers was completed on November 8, 2024, the same day as her due date. The new numbers created a pending balance that she was not aware of and was not notified of, which led to the suspension of her account. Ms. **** processed a payment of $92.34 to restore her service.
  
  We shared with Ms. **** that we had applied a credit to her account for the inconvenience she experienced and provided her with information about her next billing cycle and the amount to pay. Ms. **** confirmed she did not have any additional questions about her case.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

  Customer Answer

  Date: 11/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I just wish that I didn't have to involve the BBB to get done what should've been done in the first place, so I am extremely appreciative!
  
  Sincerely,
  
  ******* ****