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Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

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    Customer Complaints Summary

    • 1,362 total complaints in the last 3 years.
    • 400 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/09/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 brought my unlocked phone when signing up with Cricket and after a while bought a new phone. When I changed carriers, Cricket locked my phone and I havent been able to get any support with unlocking it. The phone should not be on carrier lock because it was purchased in full before switching to that phone company.

      Business Response

      Date: 05/28/2025

      May 30, 2025

      Better Business Bureau
      Online Complaint

      No: 23309817
      Re: ***** *******


      Dear **********

      This correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* states that she brought her unlocked phone when signing up with Cricket Wireless and later purchased a new phone. After changing carriers, she discovered that Cricket Wireless had locked the original device that she brought to Cricket Wireless,despite it being purchased in full before porting to Cricket Wireless. ********** has been unable to receive any support regarding the unlocking of her device.

      We contacted Ms. ******* on May *******, to discuss her complaint. Ms. ******* informed us that after trying multiple times to get assistance from customer service and authorized retailers, she was finally able to have her device unlocked.  She emphasized that her unlocking request took too long to be resolved. We explained to Ms. ******* that we would escalate her experience to the executive leadership and assured her that they would investigate further internally.

      Ms. ******* confirmed that no additional assistance was needed from Cricket Wireless.


      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,

      ***** *******

    • Initial Complaint

      Date:05/08/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      ****** ****** is a customer of ********************** for 3 years. In December 2024, Ms. ****** asked to move her payment to bridge pay due not being able to make a payment on the intended due date. Ms. ****** says she was not notified that they billing due date was changed and because of this she did not make her payment on time. Cricket Wireless turned her service off and charged her $5 to turn the service back on. She is seeking a refund of the $10 and is requesting that Cricket Wireless notify her of the change of payment due date and for payment reminders prior to the date the payment is due. This complaint was written by a BBB employee as described by Ms. ****** ****** over the phone.

      Business Response

      Date: 05/28/2025

      May 30, 2025

      Better Business Bureau
      Online Complaint

      No: 23304323
      Re: ****** ******

      Dear **********


      This correspondence is in response to a complaint filed by ****** ******. In her complaint, Ms. ****** states that after being a customer of ********************** for three years, she requested to move her payment to ********* in December 2024, due to an inability to make her payment on the intended due date. Ms. ****** claims she was not notified of the change to her billing due date, which resulted in her failure to make the payment on time. Consequently, Cricket Wireless turned off her service and charged her $5 to reactivate it. Ms. ****** is seeking a refund of $10 and requests that Cricket Wireless provide notifications regarding changes to payment due dates and reminders before the payment due date.

      We contacted Ms. ****** on May 15, 2025, to discuss her complaint. After reviewing her account, we clarified that her concern relates to an account suspension in May, not December 2024, as she initially believed. Her service was not suspended in December. Further review showed that her account was suspended in May due to non-payment. We also explained that automatic *** notifications are sent to customers regarding payment status.

      Ms. ****** stated that she never received these *** notifications, which led to the unexpected suspension of her service. We scheduled a follow-up to investigate the *** issue further after troubleshooting. On May 19, 2025, we followed up with Ms. ****** and found that Cricket Wireless *** messages were being blocked on her device. We assisted her in removing the block, and she confirmed that the notifications were successfully received afterward.

      Lastly, we provided Ms. ****** with a credit equal to a month of service due to the inconvenience she experienced with the unexpected suspension of her wireless services.


      Regards,

      Cricket Wireless
      Office of the President
      ***************************************** NE
      *******, ********

    • Initial Complaint

      Date:05/08/2025

      Type:Product Issues
      Status:
      Answered
      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 went into an authorized cricket wireless store at 5:44pm on Tuesday 5/7/2025 to purchase a ZIZO Tempo Z2 Noise canceling earbuds to use on my ******* android phone serviced by cricket at **************************************************************. The earbuds cost me I was unable to use the earbuds right away because I had to charge them. Using the charging cable provided with the earbuds, I charged the earbuds. By Wednesday 5/8/2025 I attempted to use the newly charged earbuds and they would not operate / function. So, I headed back to the cricket store and requested to get a refund at around 5:30pm. I advised the store clerk whose name is Keveedah ***** that the earbuds would not work / turn on. I had attempted to pair them to my android but to no avail. The store clerk said the store does not give refunds on accessories so I was denied getting a refund. The earbuds cost me $38.15 and I feel cricket has stolen my money by selling me a good that is defective and refusing to give me my money back for it after only having the earbuds for exactly 24 hrs. I assumed that all working accessory sales are final not accessories that does not work. Cricket can't sell accessories that doesn't work and state all sales are final, this is thieving practice. Please tell these thieves to give me my money back, I work very hard and could not afford to purchase the earbuds but I got them anyway because I needed a discreet wireless hands-free option to speak on my phone as I work my second job writing parking tickets. It's not right to be without earbuds and down $38.15.

      Business Response

      Date: 05/30/2025

      May 30, 2025

      Better Business Bureau
      Online Complaint

      No: 23302159
      Re: ******* ********


      Dear **********

      This correspondence is in response to a complaint filed by ******* ********. In her complaint, Ms. ******** states that she purchased earbuds at a Cricket Wireless authorized retailer on May 7, 2025.She attempted to return them and receive a refund from the point of sale the following day. The earbuds were defective and would not turn on or connect to her device, but she was informed that all accessory sales are final, and a refund would not be provided. Ms. ******** is requesting a refund.

      We contacted Ms. ******** on May *******, to discuss her complaint. Ms. ******** expressed frustration with the account authentication process, noting she was not required to authenticate her account when purchasing the earbuds. She also requested a refund. We apologized for the inconvenience and explained that, as part of our security and privacy policy,account authentication is required before we can access any account information.  

      Ms. ******** agreed to authenticate her account. However, while attempting to gather additional information about the status of the earbuds and her purchase, she expressed dissatisfaction with the process and used unprofessional language during the conversation. She stated that we should contact her financial institution to process the refund, and our call ended.

      We emailed Ms. ******** and informed her that although accessories purchased from a Cricket authorized retailer are subject to that authorized retailers return policy and accessory sale are final, as an exception we would provide a refund for the amount she paid for the earbuds as an account credit that was processed to her Cricket Wireless account.


      Regards,

      Cricket Wireless
      Office of the President
      ***************************************** NE
      *******, ********

    • Initial Complaint

      Date:05/07/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 an on-going issue with my Cricket Wireless service and caller I.D. I keep the "show caller I.D." on my phone turned OFF at all times for privacy reasons. However, many times whoever I just called tells me they can see my caller I.D. It happened again this morning. Caller I.D. was definitely turned OFF. The phone's maker assured me the phone is fine and that this is the provider's system allowing the caller I.D. to be visible. I have spoken to Cricket about this before a long time ago and asked them to fix it. Apparently, they still have not fixed it.I belled Cricket 3X this morning and held for over half an hour each time. I finally spoke to someone and told him I do NOT want people I call to be able to see my caller I.D., and I keep it turned off on my phone. He sent me a text to manage it. Firstly, I asked to be emailed. I do NOT do texting with ANYONE. He said he had no way to email me. Also, it turned out that the link he sent did NOT address my problem AT ALL. It had NOTHING on it about this caller I.D. issue. I wasted well over 1.5 hours of my time with Cricket again this morning and still did not get my problem resolved.

      Business Response

      Date: 05/23/2025

      May 23, 2025

      Better Business Bureau
      Online Complaint

      No: 23299045
      Re: J ******


      Dear ********************** correspondence is in response to a complaint filed by J ******. In her complaint, Ms. ****** explains an ongoing issue with her Cricket Wireless service regarding caller ID, which she keeps turned OFF for privacy reasons. Despite this setting, she has repeatedly been informed by those she calls that her caller ID is visible. After multiple attempts to resolve the issue, including three calls in the morning and over an hour of waiting, she spoke to a representative who failed to provide an email option for communication and sent a link that did not address her concerns.Consequently, she feels her issue remains unresolved.

      We contacted Ms. ****** on May *******, to discuss her complaint. After reviewing her account, we confirmed that she is requesting her caller ID be private as she does not wish people to be able to see her number when she calls. She also stated that she does not wish to receive any text messages from anyone. We explained to Ms. ****** that we cannot disable the text messages from her line as they are part of the services.

      Additionally, we explained to Ms. ****** that Cricket Wireless does not support any private caller ID option; the only caller ID available is ********************** Caller.


      Regards,

      Cricket Wireless
      Office of the President
      ***************************************** NE
      *******, ********

      Customer Answer

      Date: 05/23/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********.  This is a reasonably accurate account of my conversations with Cricket.  All these years I thought my name and number could not be seen, so I feel I have been paying for something I was not in fact receiving, but there is nothing I can do about that now.  I am not happy about this.

      J ******

    • Initial Complaint

      Date:05/06/2025

      Type:Product Issues
      Status:
      Answered
      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 ordered service with this wireless provider they charged my account for two lines immediately and sent the phones. However when it came to activating the account they stated there was an issue with the activation portal and they would send a ticket to I.T and that they would contact me in 3 to 5 business days to complete the activation. I made it clear that losing my number was not an option as I'm self employed i was advised that the number was secure that wasn't an issue. 5 business days later I called to be told the ticket was closed and order canceled my number was lost and they can't activate the phones. They declined to provide any corporate information they declined any refund and I've been over a week with no phone service. I have lost money customers and the money for the order with no resolution. **************** has said not our issue go to a store and pay for a new number. This is completely unacceptable.

      Business Response

      Date: 05/23/2025

      May 23, 2025

      Better Business Bureau
      Online Complaint

      No: 23292739
      Re: ******* *********


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

      This correspondence is in response to a complaint filed by ******* *********. In her complaint, Ms. ********* details her experience with Cricket Wireless, which charged her account for two lines and sent the two wireless devices, but she encountered issues with the activation. Despite assurances that her number was secure, she was informed five business days later that the request was closed, her order was canceled,and her number was lost, leaving her without service. She reported that customer service declined to provide corporate information or a refund,advising her to visit a store for a new number, which she found completely unacceptable given her self-employment status and the financial losses incurred

      We contacted Ms. ********* on May ******, to discuss her complaint. We apologized for the experience she had with the porting process of her wireless numbers. After reviewing her account and order information, we identified that some order details were missing, leading to a pending order, which prevented the completion of the port process. We offered to submit a request to recover her wireless numbers or open a new account with new ********************** numbers, and she informed us she did not want to have an account with ********************** anymore, as she had already activated service with a different provider.

      We offered to send Ms. ********* a shipping label to return the devices and generate a refund for her purchase,which she accepted our offer. We informed her that we processed a refund to the original method of payment and advised her to allow 3 to 5 business days to receive it.

      Lastly, we shared her experience with our executive leadership team, and they will complete an internal review. Ms. ********* confirmed that she would return the devices by the end of the week.


      Regards,

      Cricket Wireless
      Office of the President
      ***************************************** NE
      *******,********

    • Initial Complaint

      Date:05/05/2025

      Type:Order Issues
      Status:
      Answered
      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 cellphone from cricket wireless, in roanoke va, I returned the phone within the allowed 7 day period, and got a refund for the phone. The phone was on $60 a month plan. If I used the phone for 7 days, they should pro-rate the $60, and I should receive a refund of around $46. But cricket wireless is trying to keep the whole $60, for just 7 days of service.

      Business Response

      Date: 05/27/2025

      May 27, 2025

      Better Business Bureau
      Online Complaint

      No: 23288683
      Re: ******* ***** Jr


      Dear **********

      This correspondence is in response to a complaint filed by ******* ************ his complaint, ************* states that he purchased a device from a ********************** authorized retailer. He returned the new device within the allowed 7 days of the return policy window,and he received a refund for the device, but not for the rate plan/service. Mr.***** *** would like to get a prorated refund for the days that he did not use the service.

      We contacted ************* on May *******, to discuss his complaint. After reviewing his account, we confirmed that he received the refund for his device, and the $60 for the rate plan was not refunded. We explained to him that, as outlined in the Cricket Wireless Terms and Conditions of Service, the amounts paid for services are non-refundable,transferable, or redeemable for cash. More information can be found at: ******************************************.

      **************** payments are non-refundable, we verified that there was no recent usage in the service, and we processed a refund for the payment he made for his service as an exception. We advised him that the refund check would take from 10 to 15 business days to arrive at the address he provided. Mr.***** *** understood the information and confirmed that no additional assistance is needed from Cricket Wireless.


      Regards,

      Cricket Wireless
      Office of the President
      ***************************************** NE
      *******, ********

    • Initial Complaint

      Date:05/05/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Im not able to get into my account that ******************** customer service created not able to get text verication codes to my cell phone on my new number and my new device I purchased $55 air time card and a $40.00 cricket wireless phone a total of $100.00

      Business Response

      Date: 06/03/2025

      June 3, 2025

      Better Business Bureau
      Online Complaint

      No: 23288612
      Re: ******* ****


      Dear ********************** correspondence is in response to a complaint filed by ******* ****. In his complaint,Mr. **** states that he is unable to access his account, which was created by Cricket Wireless customer service, due to not receiving verification codes on his cell phone. Additionally, he mentions that he purchased a new phone number and device for a total of $100.

      We contacted Mr. **** on May 20, 2025, to discuss his complaint. After reviewing his account information, we escalated his incoming calls to our technical support team for a thorough investigation of the account and network issues. On May 22, 2025,the technical support team reported that the investigation revealed the phone number was not properly provisioned. Following a troubleshooting process, his connection was successfully reestablished on the current device.

      A few days later, Mr. **** contacted us again, reporting that his internet service was fluctuating between 5G and 4G, and that he was still missing some calls. We informed him that there were no network outages near his location and confirmed that his device was properly provisioned. We also explained that actual coverage can vary due to factors such as terrain, weather, buildings, and network usage. According to Cricket Wireless Terms and Conditions:
      We do not guarantee the availability of the wireless network or any Wireless Services. Coverage maps available on our website or in stores provide a general idea of coverage but may not show all gaps. Actual coverage can be affected by terrain, weather, foliage, buildings, signal strength, high-usage periods,customer equipment, and other factors.
      The full terms and conditions are available online at: **************************************************************.

      We issued Mr. **** a courtesy credit, granting one free month of service for both his primary and secondary Cricket Wireless accounts to address the network issues he experienced. Mr. **** confirmed his satisfaction with this resolution and indicated that he did not require any further assistance regarding his complaints.


      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:05/02/2025

      Type:Product Issues
      Status:
      Resolved
      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 phone from Cricket on April 19th and was unable to get into it with my 4-digit pin. It kept locking me out even though I knew that was the correct pin. I call ******************** the next day. The representative gave me a temporary pin # and it still didn't work. So, I mailed the phone to their warrant department. They received and approved my refund for $504.25, which is what I paid. But when I checked my debt card on May 1st I was only refunded for the phone which was $449.99. I should have also been refunded for upgrade fee of $25 and $29.25 for the taxes. I call Cricket and spoke with a representative and also a supervisor name ******. To let them know I did not receive my total amount. ****** advised me I would not and did not give me a good reason why. When I should have received my upgrade fee back, because I did not purchase the phone in store and everything was sent back in the package with the phone. And my sales tax should been return as well. He was saying I needed to contact another company for that. I did not agree with this at all! Therefore, I am contacting the BBB because I did not think this is right at all. And I also purchased another phone for $504.24 that has already been shipped out. Before I even received my refund on my warrant phone.

      Business Response

      Date: 05/15/2025

      May 15, 2025

      Better Business Bureau
      Online Complaint

      No: 23278188
      Re: Customers Name


      Dear ********************** correspondence is in response to a complaint filed by ****** *******. In her complaint, Ms. ******* described issues with a phone purchased from Cricket Wireless on April 19, 2025, which she was unable to access due to a malfunctioning PIN. Upon returning the device, she received a refund of $449.99 but noted that the $25 upgrade fee and $29.25 in sales tax were not included in the refund. Despite discussions with a representative and a supervisor, she was informed that these amounts would not be refunded and was advised to contact another company for the tax refund, a resolution she disputes. Additionally,Ms. ******* has since purchased another phone for $504.24, which has already been shipped.

      We contacted Ms. ******* on May 5, 2025, to discuss her complaint. After reviewing the account, we explained to Ms. ******* that the charges for the upgrade fee are not refundable and explained that the sales taxes are refundable. More information can be found at: ***************************************************************************************.

      While the disputed amounts were non-refundable, we offered to apply a one-time courtesy credit to her account to cover the sales tax and upgrade fee. Ms. ******* accepted the offer,confirmed her satisfaction with the resolution, and indicated that she had no further questions regarding her complaint.


      Regards,

      Cricket Wireless
      Office of the President
      ***************************************** NE
      *******,********

      Customer Answer

      Date: 05/19/2025

       
      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:04/29/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 charged 1100 dollars for a iPhone ************************************************** less then a month of purchaseMy phone was sold to me with a plastic back when they are supposed to be titanium

      Business Response

      Date: 05/14/2025

      May 14, 2025

      Better Business Bureau
      Online Complaint

      No: 23263508
      Re: ******** ******


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

      This correspondence is in response to a complaint filed by ******** ******. In his complaint, Mr. ******** states that he was charged $1100 for an iPhone ********************************************************* less than a month of purchase. He further claims that the iPhone was sold to him with a plastic back when it was supposed to feature a titanium back. Mr. ****** is requesting assistance to resolve this issue.

      On April 30, 2025, we contacted ********* to address his complaint. Upon reviewing his account, we confirmed that he purchased the iPhone from Cricket Wireless on March 18, 2025, and no insurance or protection coverage was included in his rate plan. We clarified that the iPhone 16 and iPhone 16 Plus feature a glass front, glass back, and aluminum frame, while the titanium construction is exclusive to the iPhone 16 Pro and iPhone 16 Pro Max. Additionally, we informed Mr. ****** that a warranty claim could not be processed for his device due to physical damage.

      Additionally, we informed Mr. ****** that, although more than 45 days had passed since his purchase, we offered, as a one-time exception, to add a protection plan to enable him to file an insurance claim for a replacement device. We also provided details about the associated deductible. However, Mr. ****** declined the offer, opting to keep the iPhone 16 Plus in its current condition. He confirmed that he had no further questions regarding his complaint.


      Regards,

      Cricket Wireless
      Office of the President
      ***************************************** NE
      *******,********

      Customer Answer

      Date: 05/14/2025

       
      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:04/29/2025

      Type:Product Issues
      Status:
      Answered
      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 Summary:I am a 60-year-old customer who was misled and taken advantage of by employees at the Cricket Wireless store located at ******************************************************************************. I paid $500 in cash for a promotion that was supposed to include an iPhone 16 for $246 and a $60 data plan. I was not provided a receipt at the time of payment and was only given one after calling the police and that receipt falsely states I only paid $456. The full $500 transaction was captured on store security cameras.Complaint Details:The employees refused to explain the charges, withheld the receipt until police intervened, and then banned me from contacting or returning to the store. I was also denied the contact information for a manager. Corporate Cricket Wireless stated they cannot control what happens at individual store locations. This is unacceptable, especially from a national brand.The employees conduct was dishonest, unethical, and has caused me significant emotional distress and health issues due to the stress of being scammed. I am simply requesting a full refund of the $500 I paid or full delivery of the services and products I was promised.Desired Resolution:Full refund of $500 Written apology Accountability for the employees involved Assurance that this issue will be addressed so it doesnt happen to others

      Business Response

      Date: 05/21/2025

      May 22, 2025

      Better Business Bureau
      Online Complaint

      No: 23255019
      Re: **** *******


      Dear ********************** correspondence is in response to a complaint filed by **** *******. In her complaint, Ms. ******* describes a troubling experience at the Cricket Wireless authorized retail store at ****************************************. She was misled by employees about a promotion offering an iPhone 16 for $246 and a $60 data plan. She paid $500 in cash but did not receive a receipt until the police got involved, and the receipt incorrectly showed a payment of $456. The employees refused to explain the charges, banned her from the store, and denied her access to the managers contact information. This situation has caused her significant emotional distress and health problems. Ms. ******* is requesting a full refund of the $500 or the promised products and services, and she is seeking help to resolve this issue.

      We contacted Ms. ******* on May 6, 2025, to discuss her complaint and apologized for the inconvenience. After reviewing her account, we explained that a detailed investigation was needed and promised to follow up once it was complete. On May 9, 2025, we informed ********** that the investigation confirmed her purchase on April 24, 2025, totaling $456.94. Since she was unhappy with the purchase, we offered to send a shipping label to return the device and issue a refund as an exception. The store team would also contact her to reimburse the remaining $43.06 in cash. Ms. ******* accepted this offer.

      On May 12, 2025, we informed her that a refund check had been issued and mailed to the address she provided.We advised that it would take 10 to 15 business days to arrive. We assured Ms.Diamond that Cricket Wireless values customer experience and is committed to excellent service. Ms. ******* confirmed that she understood the information provided and did not have any other questions regarding her case.


      Regards,

      Cricket Wireless
      Office of the President
      ***************************************** NE
      *******, ********

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