Complaints

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

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

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

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

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested to cancel my service after I had paid for a years service and they refuse to issue refund.

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23344102
  Re: ***** ****** 
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** states that she requested to cancel her line after she had paid for a year of service up front,and Cricket Wireless refused to issue a refund.
  We attempted to contact Ms. ****** on May 21, 2025, but were unsuccessful. However,Ms. ****** contacted us on the same day to discuss her complaint. After speaking with her, she explained that she activated the Cricket Wireless account in February 2025, paying $360 for a multi-month plan; However, she decided to cancel her account in May 2025, since she was experiencing issues with the **********. ****** stated that she would like to receive a refund for the months left that she will not be able to use. We explained that payment and charges are non-refundable nor transferable, full terms and conditions can be found at: ******************************************.

  Although Cricket Wireless does not provide refunds, we made an exception for Ms. ****** and initiated a refund to her original method of payment. We explained that she should receive her refund within 3-5 business days. Ms. ****** had no further questions regarding her complaint.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319          

  Customer Answer

  Date: 05/30/2025

   
  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:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last month tried to make online payment for over a week. Called & was told they're having issues with system & that they've had several such calls for the past 2 weeks, but to try again after 24hrs. Tried again & after a total of 1.5 weeks had to call to get payment made over phone. I was told that the issue wasn't them but with my bank rejecting the payment. I went to my bank & the lady showed me that it wasn't them. Showed me where cricket never even tried to pull the $ from my account.. Now its happening again this month (May, 2025). I believe they're doing it on purpose to either 1-force people to sign up for auto payments, 2-to be able to collect the extra $5 fee for having to pay over phone or in person at the store, or 3-to get those of us on the $100 plan to leave or up grade since the new 4line plan is now $120 instead of $100

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23337762
  Re: ******* **** **
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* *********** his complaint, *********** details his frustration regarding repeated issues with online payments over the past two months. He experienced a week of unsuccessful attempts to make a payment, during which he was informed of ongoing system issues. After being told the problem was with his bank, he discovered that Cricket Wireless had not even attempted to withdraw the funds. Now, he is facing similar difficulties again in May 2025, leading him to believe that these issues may be intentional,potentially aimed at encouraging auto payments, collecting extra fees for phone payments, or pushing customers on the $100 plan to upgrade to the new $120 four-line plan. *********** is requesting a resolution to the online payment issue he is experiencing.
  
  We attempted to contact Mr.**** ** on May 22, 26, and 29, 2025, but were unsuccessful. Should he still need assistance, we encourage him to contact *******, Cricket Wireless Office of the ********* Manager at: ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******,********
  

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted them online and they said I have 2 more months before I can transfer to another carrier. I still can&#**;t get in to my account. I can&#**;t renew my service. They sent me a whole lot of links and none of them would let me in to my account. It has been 3-4 days and I can&#**;t get anyone on the phone. I have received a text from them but it is still not resolving my problem.I would like to get in to my account or for them to give me another phone.

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23338326
  Re: ******* ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ******* ******. In his complaint, Mr. ****** states he contacted Cricket Wireless online and he was informed that he had to wait two more months before to transfer his line to a new phone service provider. He states he cannot access his Cricket Wireless account, and he has received numerous links from Cricket Wireless, but none of which have allowed him to log in or renew his service. Additionally, he noted that he has been unable to reach anyone by phone call for assistance and has only received a text message that did not resolve his problem. Mr. ****** requests assistance to resolve this issue.
  
  We attempted to contact Mr. ****** on May 23, 26, and 29, 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:05/15/2025

  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.

  Cricket Wireless has charged my checking debit card for $122.13 on May 15, 2025 and this was not authorized. I do not and have never had an account or cell phone service with this company. My bank as well as a local Cricket store provided me with 2 different phone numbers to contact this company but without an account with them, I cannot speak to anyone to research this fraudulent charge.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23335268
  Re: ***** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** states that Cricket Wireless charged her debit card $122.13 on May 15, 2025, without her authorization. She also confirms that she does not have, nor has she ever had,an account or cell phone service with the company. Additionally, Ms. ****** mentions that both her bank and a local Cricket Wireless authorized retail store provided her with two different phone numbers to contact Cricket Wireless. However, since she does not have an account, she has been unable to reach anyone to investigate this fraudulent charge.
  
  We contacted Ms. ****** on May 26, 2025,to discuss her complaint. After reviewing her claim, we confirmed that she does not have an account or services with Cricket Wireless. We apologized for the inconvenience and advised her to contact her financial institution to report the unauthorized charges and seek assistance in recovering the funds. We also explained that, to locate a payment, we require authentication of the Cricket Wireless account associated with the wireless number on which the payment was made. Ms. ****** confirmed that she had already contacted her bank and that her card had been cancelled.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********
  

• Initial Complaint

  Date:05/13/2025

  Type:Product 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 5/12/2025 I purchased iPhone 16 Plus at the Cricket Wireless location at **************************************************. After purchasing a new phone the representative stated that I couldve paid $250 to replace my old phone iPhone 15 plus instead of buying a new one. I immediately requested a refund and stated that Id much rather get a replacement through the insurance company. According to Cricket Wireless published refund policy I am entitled to a refund for items returned within 7 days. I attempted to return the item and request a refund on 5/12/2025, immediately after purchasing the phone but the store refused to process the refund, despite being shown the applicable policy. I requested to speak with a manager and the representative called her manager and placed her on speaker phone so I could hear the conversation. I manager stated that she wouldnt be granting me a refund and if she did Id be charged a $500 restocking fee. I informed her that the policy states that I have seven days to return the phone and also, the policy doesnt say anything about a restock fee. I then contacted Cricket Wireless customer support on 5/12/2025 from within the store location twice but no resolution has been provided. The customer service representative ***** refused to process the refund stating that shes just a team member obeying orders from her manager.

  Business Response

  Date: 05/29/2025

  May 29, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23321764
  Re: ******* ***
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* ***. In her complaint, Ms. *** details an incident that occurred on May 12, 2025, when she purchased an iPhone 16 Plus at the Cricket Wireless authorized retail store located at **************************************************. Following the purchase, she learned from the store representative that she could have opted to pay $250 to replace her old iPhone 15 Plus instead. Upon requesting a refund immediately after the purchase, she was informed by the representative that the refund would not be processed, and a manager stated that a $500 restocking fee would apply, despite the published refund policy indicating that items returned within seven days are eligible for a refund without such a fee. Additionally, her attempts to resolve the issue through customer care were unsuccessful, as the store representative, *****,cited adherence to her manager's orders. Ms. *** is seeking assistance to return the iPhone and get a refund.
  
  We contacted Ms. *** on May *******, to discuss her complaint and apologized for her experience. After reviewing her account and store receipt, we confirmed that the iPhone was purchased on May 12, 2025, which falls within the 7-day return window and makes it eligible to be returned. We offered to send her a shipping label to return the iPhone and issue a refund, which she accepted.
  
  On May 21, 2025, we informed her that a refund check had been issued and mailed to the address she provided.We advised her to allow 10 to 15 business days to receive the refund. Additionally,we escalated her experience to the leadership team that works directly with that store location, and they will complete an internal review. Ms. *** confirmed she did not have any further questions regarding her case.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 05/29/2025

   
  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,
  
  ******* Law

• Initial Complaint

  Date:05/13/2025

  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.

  Cricket has access my account for 6 payments and I don't have an account with them at all. I contacted my bank and tried to contact Cricket but no one will speak to on the phone or help you in store unless you have an account. I just want my information removed from their payment records. Employee in store says there is nothing they can do.

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23317305
  Re: ******* **********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* **********. In her complaint, ************* states that Cricket Wireless has accessed her financial account for six payments despite not having an account with them. She has reached out to her bank and attempted to contact Cricket Wireless but has been unable to receive assistance either over the phone or in-store, as employees have informed her that help is only available to account holders. Ms. ********** is seeking the removal of her information from Cricket Wireless' payment records,yet she has been advised by in-store staff that there is nothing they can do to assist her.
  
  We contacted Ms. ********** on May 16, 2025, to discuss her complaint. Ms. ********** highlighted that she does not have Cricket Wireless services and confirmed that no one has access to her financial accounts. However, her credit card was used with Cricket Wireless. We explained to Ms. ********** that to find a service payment, we need the wireless number and must authenticate the Cricket Wireless account associated with it.
  
  We advised Ms. ********** to contact her financial institution for further assistance with reporting the unauthorized charges and the refund request. Ms. ********** understood the information and confirmed she would contact them.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

  Customer Answer

  Date: 05/30/2025

   
  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:05/13/2025

  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 have been a LOYAL Cricket customer since day 1 of the cell phone culture and am EXTREMELY, HIGHLY DISAPPOINTED AND UPSET with LACK of professional customer service and concern for the past 3 weeks! I discovered with the recent purchase of phone that Cricket automatically includes insurance (without my permission),nor do they provide refunds on several services not utilized by customer (me!) I have been getting the RUN AROUND in person and via the 800 and 611 calls (including from the Supervisor at that location as well! The valuable time, energy money and EXTREME POOR customer service continues to be exhausting and highly disappointing! At this point, I would like to warn potential Cricket customers to think twice before doing business with them! Once I get this situation resolved, I am will switch to another provider. It's been a nightmare!

  Business Response

  Date: 06/09/2025

  June 10, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23305929
  Re: ****** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** expresses her extreme disappointment and frustration with Cricket's customer service over the past three weeks, citing issues such as the automatic inclusion of insurance with her recent phone purchase without her permission, the lack of refunds for unused services, and the inadequate assistance received both in person and through customer service calls, including from a supervisor. Ms. ****** feels that the time, energy, and money spent addressing these concerns have been exhausting and has indicated that she is considering switching to another provider if her situation is not resolved.
  
  We contacted Ms. ****** on May 14, 2025,to discuss her complaint. After reviewing her account, we confirmed the insurance feature was added to her account; but removed on March 3, 2025. ********* explained that she had to purchase a new device for her son, which she confirmed would not be returned since it was already synchronized with his information. Her main request was to activate her old device for him, but activation failed due to an error, leading her to believe the device was defective. We informed her that the old device was linked to a wireless number she no longer used, which prevented activation with a different number.
  
  Ms. ****** agreed to cancel the unused number. To verify the old devices functionality, we offered to activate a temporary number for testing. We sent her a new SIM card on May 29, 2025, and assisted with activation. Ms. ****** confirmed that the device worked properly and was not defective.
  
  We apologized to Ms. ****** and confirmed that her experience has been escalated to our executive leadership for the store location and customer center for further internal **************** a courtesy for the inconvenience, we issued a credit to her account and confirmed her next balance and due date. Ms. ****** expressed satisfaction with the resolution.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:05/12/2025

  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 5/3/25 I entered a bridge pay agreement for four lines and one tablet to be split up into two payments the first payment for $100 due on 5/3/25 in seven days the balance of $72 would be paid for four lines to continue for the next month. I went into the store because I needed to removetwo lines. I didnt want to pay for four lines going into the next month so he said to let the bridge pay cancel restart the services it is a prepaid, not a postpaid account and restart the services with two lines and a tablet, which is what I did after I ported the first line it locked me out of the online app account and I was unable to remove the second line in which I was wantingto remove unless I paid them the amount of $96.80 to restore services that they had sent me via text message and their automated system so I paid the $96.80 on 5/12/25 as instructed they restored my services today 5/13/25 they suspended my services because they want an amount of $44.17 because they are wanting the full amount of the bridge pay which consists of four linesgoing forward to the next month which I only want two lines going through the next month and the gentleman at the store told me that they do give refunds so Ive tried to remove these lines several times each time getting a different time and when Im supposed to remove these lines without having to pay additional so now according to them, but then a 10 day. I am paying $240.97 for two lines and a tablet for the next month in order to retain services with them. According to their website, it is only $90 for two phones and $15 for the tablet per month so I paid the $96.80 because I thoughtthat was going to be my new bill and Im now without services because they want me to pay more money and they wanted me to for four phones and then my bill will adjust in June June 12 is when my payment will change so I have to continue paying for services or lines Im not using, and they are giving me any kind of refund and no service unless paid

  Business Response

  Date: 05/29/2025

  May 29,2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23317464
  Re: ***** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *****. In her complaint, Ms. ***** states that on May 3, 2025, she activated a BridgePay plan with Cricket Wireless for four lines and one tablet, split into two payments. After visiting a Cricket Wireless store to remove two lines, she was advised to cancel the BridgePay and start a new service with two lines and a tablet. However, after porting the first line, she was locked out of her online account and charged $96.80 to restore service, which she paid on May 12, 2025. Ms. ***** says her service was later suspended due to an outstanding balance of $44.17 for the full BridgePay plan, even though she only wanted to keep two lines. This caused confusion with her billing and service. She is requesting assistance to resolve the issue.
  
  We contacted ******** on May 21, 2025, to discuss her complaint. After reviewing her account,we clarified how ********* works and explained that account changes are not allowed during a BridgePay extension. We also informed her about the billing and account status consequences if the second BridgePay payment is not made, to help her understand what to expect in the future. More information about our BridgePay policies can be found at: *********************************************************************************.
  
  We apologized to Ms. ***** for the incorrect information she received about BridgePay and her account suspension. She also mentioned that customer care did not provide adequate help. We assured her that we would escalate her experience to our executive leadership teams for further internal review. We helped Ms. ***** restore her Cricket Wireless service and applied a courtesy credit to her account for the inconvenience. Lastly, we provided her with information regarding next month's due date and bill. Ms. ***** confirmed she was satisfied with the resolution.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:05/11/2025

  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 purchased a **************** 2025 from Cricket Wireless. Unfortunately, I only turned the phone on 10 days after receiving it. I went to a Cricket store to activate it, and the next day I reported serious problems with the camera and microphone. They refused a return, saying more than 7 days had passedeven though I had just activated and seen the phone for the first time in their store.They agreed to exchange it once, but the replacement had the exact same issues: very poor camera quality and microphone problemsI can barely hear my wife on calls. One Cricket employee even told me, This phone feels like a fake.I offered to pay the price difference to get a better phone, but they refused. When I asked to file a complaint, they said, "We dont take complaints." Ive been very disappointed with the device and the customer service.

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23316139
  Re: **** ****
  
  
  Dear ********************** correspondence is in response to a complaint filed by **** ****. In his complaint, Mr. **** explains that he purchased a **************** 2025 from Cricket Wireless but only turned the phone on 10 days after receiving it. Upon activation at a Cricket Wireless authorized retail store, he reported serious issues with the camera and microphone the following day, but the store refused a return due to the elapsed 7-day period. Although they agreed to exchange the device, the replacement exhibited the same problems, leading to further dissatisfaction. He also expressed frustration when an employee remarked that the phone felt like a fake, and despite offering to pay the price difference for a better model, his request was denied.
  
  We contacted Mr. **** on May 12, 2025, to discuss his complaint. After reviewing his account and purchase receipt. We tested his device, we confirmed issues with the audio. We sent him a return label to return the defective device and advised him that we he would send him a different model as a replacement. On May 15, 2025, we confirmed that he had received the replacement device, and the services were activated successfully. However, Mr. **** informed us on May 22, 2025, that after reviewing the device features, these did not match the features of the phone he had returned to us.
  
  We shared with Mr. **** the device options that would match the ****************, and he agreed to receive another replacement. We confirmed that he received the second replacement device on June 2, 2025. After activating the device, he confirmed that the services are working correctly and that the new device he received does match the features of the original phone he had purchase and wanted in a device.  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:05/11/2025

  Type:Product 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 March 24, 2025, I ordered three Cricket service lines through your website. One line included a physical device, and the remaining two were eSIM-only activations. Prior to purchase, I verified device compatibility through Crickets online checker and proceeded under the explicit representation on your website and in post-purchase emails, which stated: "Your phones will not be activated until you insert your SIM/eSIM and activate online." Upon receiving the eSIMs, I attempted to activate both lines online. Both attempts failed due to compatibility issuesdespite prior verificationand I was never able to complete activation or use the services. On March 27, 2025, I contacted customer service to request a refund for the two non-activated lines and supervisors were unprofessional. I was inaccurately told that the lines were activated, contrary to both the facts and Crickets own policy language regarding activation procedures. I filed a dispute with my bank and was in the process of recovering $110 for the two unusable lines. I was still actively using the third, properly activated line. Cricket unlawfully suspended my service on that third linebefore payment was even dueclaiming I owed the disputed $110. Cricket then demanded I pay both the legitimate charge and the amount under dispute in order to regain access to the one active line. Due to this coercive and unlawful practice, I had to cancel the third line. Cricket retrieved the $110 from my bank and posted it as a credit to an account that was no longer in serviceeffectively withholding funds for services never rendered and for an account that I no longer used. This conduct is a clear violation of both federal and state consumer protection laws. Under the *** Act, businesses are prohibited from making false or misleading claims and must honor their own service terms. Also violates T.C.A. 47-18-104(b)(27).

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23315715
  Re: ****** *****
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** placed an online order on March 24, 2025, for three Cricket Wireless linesone with a physical device and two as eSIM activations. Although she confirmed device compatibility before buying,the eSIM lines failed to activate. **************** incorrectly told her the lines were active, which goes against the Cricket Wireless policy. After she disputed the charges for the two inactive lines with her bank, Cricket Wireless suspended her third active line and demanded payment for both the valid and disputed charges, leading to her service being canceled. Additionally, the disputed funds were returned and credited to an account that is no longer active. Ms. ***** is requesting a refund
  
  We contacted Ms. ***** on May 20, 2025,to discuss her complaint. After researching her account, we found that ******** cancelled her lines after being informed that her phones were not compatible with Cricket Wireless. Ms. ***** shared with us that she verified the compatibility of her devices on the ********************** website before activating the services, and it showed that they were compatible.
  
  We apologized to her for the inaccurate information displayed on the website and explained that even though Cricket Wireless does not provide refunds, we initiated a refund for her as an exception. We confirmed that she would receive her refund at the mailing address provided within 5-7 business days. Ms. ***** did not have any further questions regarding her complaint.
  
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  

  Customer Answer

  Date: 06/01/2025

   
  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,
  
  ****** *****