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Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

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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

    • 1,341 total complaints in the last 3 years.
    • 393 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 type

    • Initial Complaint

      Date:04/09/2024

      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 tried to ask for a refund for the service I paid for on 3/28/2024 in the amount of $60.00 USD because my phone had broken and it was not my fault. I had spoken to the company to resolve the issue but they did nothing to resolve this issue. I also paid $315.90 USD for a ******** Razr 2023 which is the phone I am referring to that broke and I purchased it on 2/26/2024 including the first month of service for $60 USD.

      Business Response

      Date: 04/30/2024

      April 23,2024

      Better Business Bureau
      Online Complaint

      No: 21554123
      Re: *****************************


      Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In his complaint, ******************** states he requested refund service he paid for on March 28, 2024, amounting to $60.00 because his wireless device broke, through no fault of his own. He has contacted Cricket Wireless to resolve the issue but states no action has been taken to address his concern. Additionally, he paid $315.90 for the device, which is now broken, and this amount included the first month of service. ******************** purchased the device on February 26, 2024. He is requesting a refund for both the device and the month of service.

      We contacted ******************** on April 15, 2024, to discuss his complaint. After reviewing his account, we confirmed he made a payment of $60.00 on March 28,2024, seven days prior to his due date. He shared that same date; his device fell and broke. On April 1, 2024, he ported his number to a different carrier cancelling his wireless account before his new bill cycle started. He contacted his financial institution and requested a payment reversal, but it was declined.

      We informed ******************** that a refund check for the last service payment he processed has been issued to his mailing address. We advised him to allow 10 to 15 business days to receive the refund.

      Lastly,we informed ******************** about our Cricket Wireless warranty policy and explained that due to the devices physical damage, is not eligible for a warranty exchange nor a refund, as more than 7 days have passed after the date of purchase. More information can be found at *********************************************.

      We thank ******************** for his communication and trust this resolution addressed his concern.


      Regards,

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

    • Initial Complaint

      Date:04/07/2024

      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.
      We went on vacation in January *****th. I ordered international calling from our ship on 1/22 and paid the $30 fee ($15 each phone that day). It would be for one week of service for mine and my husbands phone. Neither phone ever worked outside of the U.S. for calling. When we got home, approximately January 29th, I saw intl of my new bill, dated 1/27, and called and told them I didnt need it anymore and that it never worked when we were on vacation!!! They did give me a courtesy credit of $15 but never credited me more. I disputed this addtl $30 with my bank, and on 3/5 Cricket suspended my service until I paid an addtl $78.35. This dispute w my bank has caused continual problems. I dont know what Cricket is doing. They have control of my account since it is on autopay, but again today, April 7th they suspended my service until I paid an additional $53.35. And when they make me pay additional money, they charge me a $15 reactivation fee each time. Last month they changed my billing cycle. Someone needs to review my account who knows what theyre doing!!! I have spoken to them numerous times but get nowhere. They did take intl calling off this month but I have still overpaid!! I am at a loss as of what to do. My normal bill is $125. They deducted $155 on 1/25/24. They deducted $110 on 2/25. They suspended my account on 3/5 and had me pay additional $78.35 with a $15 activation fee added to the next bill. They deducted $68.32 on 4/3 (new billing cycle) and again shut my phone off and demanded another $53.35 today. I have paid ****** for 101 days of service. About $45 too much. Im thinking its the $30 plus $15 reactivation fee. Im hoping they will not charge another $15 reactivation fee next month. Just ludicrous! Please help. I have asked for supervisors but they all seem foreign and its hard to get things resolved.

      Business Response

      Date: 04/30/2024

      April 26, 2024


      Better Business Bureau
      Online Complaint

      No: 21542879
      Re: ***********************


      Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In her complaint, ************ states she went on vacation from January 21 to 27, and added two Cricket International calling features, at $15 per line, for use on her and her husbands phone lines.However, ************** Cricket International calling features did not enable her to make calls while on vacation. She contacted customer care and explained that she no longer needed the feature because it never worked, and she received a courtesy credit of $15 to cover one of the features added. Furthermore, *********** states that she contacted her banking institution and asked them to dispute the charges and reverse the payments. She also mentioned that her services were suspended, and additional charges were applied to her monthly bill. ************ is requesting that Cricket Wireless apply credit for the additional charges to her account.


      We contacted ************ on April 16,2024, to discuss her complaint. After reviewing her account, we found that *********** has two payment reversal disputes with her banking institutions. We explained to her that when the payments were reversed, it caused an immediate balance due, leading to her lines being suspended and fees applied. ************ confirmed she understands but would like to be compensated for not being able to use her Cricket International feature. We applied a courtesy credit to her account; ************ agreed and accepted the credit.

      Before closing our discussion, we informed her that Cricket International feature includes international calling and Cricket Wireless only offers roaming services in ****** and *******

      We thank ************ for her communication.


      Regards,

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

      Customer Answer

      Date: 05/02/2024

       
      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,

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

       

      You can. Lose complaint. They provided credit. You guys are the best!

      Sent from my iPad

    • Initial Complaint

      Date:04/04/2024

      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.
      A phone was delivered to my home from Cricket. It had my address but the wrong name. The name used was *****************************. I immediately went to ask my neighbors if it was their phone. Perhaps the wrong address was typed by accident. It didn't belong to anyone. The next day my card got locked by the bank. I logged into my account and saw that there were several fraudulent charges made to my account. Among them was a transaction from Cricket. I then understood where the phone came from. Sure enough, there was a charge on my account for $812.00. I am a ******* user and would NEVER purchase an iPhone!I immediately made contact with my bank. They stated that I should go to Cricket to take the phone back and get a refund. I went to one store and was told to call customer service. **************** said go to the store. I went to a different store. I was told that they couldn't give me a refund because they were not a corporate store. I called customer service while in the store. I was eventually told that I couldn't be helped. I asked to speak to a manager and after being kept on hold for 30 minutes I was hung up on.I refuse to believe that there is nothing that anyone can do. No one tried to look up my card information and saw that the names didn't match. Nothing. I was told that I would have to accept the $800 loss, with an apology, of course. I want my money back on my card. As an educator, a 10-month employee, the money is used for me to pay my bills in the summer. I was robbed and Cricket said, "That is your problem, sorry". I know that there is a solution to this problem. I would appreciate it if I could have the money to provide for my family expeditiously.Thank you

      Business Response

      Date: 04/26/2024

      April 25, 2024

      Better Business Bureau
      Online Complaint

      No: 21532246
      Re: *************************

      Dear ********** **************** correspondence addresses a complaint filed by **************************** her complaint, ************** states that she received a package from Cricket Wireless at her mailing address, which contained an iPhone. She immediately inquired with her neighbors to determine if anyone had ordered the phone using her address but confirmed it did not belong to any of them. Days later, she was notified by her banking institution that an $812.00 charge had been deducted from her account, which, upon investigation, was found to have originated from Cricket Wireless. She reached out to our ************* center and visited a local authorized retail store for assistance, but was not provided with a resolution. ************** seeks to have her money refunded and to return the equipment she never ordered.

      We contacted ************** on April 9, 2024, to discuss her complaint.We confirmed that she does not have an active Cricket Wireless account and based on the investigation conducted by her banking institution, it was determined her card had been fraudulently used for the purchase. She further stated that she was working with her banking institution to secure a refund. However, she expressed interest in returning the received package. We generated a return label and emailed it to her, along with instructions on how to return the package.

      On April 10, 2024, ************** confirmed she received the return label via email. We advised her to continue updating her banking institution about the refund process. By April 15, 2024, we confirmed the package had been successfully returned to our warehouse. ************** was satisfied with the resolution provided.

      We thank ************** for her communication.


      Regards,

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

      Customer Answer

      Date: 04/26/2024

       
      Better Business Bureau:

       ******, from the **** reached out to me immediately, in regards to my complaint.  Through him I was able to find a resolution to the issue that I was having.  He immediately sought to help me and made me feel as if I was heard.  He also followed through with everything that he said he would do in this process.  Thanks ******.


      Sincerely,

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

    • Initial Complaint

      Date:04/04/2024

      Type:Delivery 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 ordered a ******** Moto g power 5g 2024 cell phone and received an email claiming that they delivered it today at 12:31 pm. I have not received it. I spent 2 hours on the phone with customer service and during this time the call was dropped twice and after first disconnect they informed me that I should receive a call back. I have not. Just before the last disconnect I told the supervisor "****" ( female voice) that I wanted a full refund of my order including the upgrade service fee as they did not send my what I ordered. I am thoroughly disappointed that should have to resort to contacting you to resolve this issue when they are a nationwide organization that I have been dealing with for more than ten years.

      Business Response

      Date: 04/26/2024

      April 25, 2024

      Better Business Bureau
      Online Complaint

      No: 21531130
      Re: *****************************


      Dear ********** ************ correspondence is in response to a complaint filed by ***************************** . In his complaint, ****************** states he ordered a ******** moto g power 5G 2024 device. He received an email stating that his order was delivered, but he has not received it. He contacted Cricket Wireless customer care, and the call was dropped twice. ****************** informed a supervisor he would like to have a full refund of the order including the upgrade fee to resolve this issue.
       
      We contacted ****************** on April 10, 2024, to discuss his complaint. ****************** explained that the device he received was not the ******** moto g power 5G 2024 he had purchased. We informed him that we would initiate a reship request to send him the correct make and model device he ordered and explained a return shipping label would be sent via email for returning the incorrect device to **********************.

      On April 17, 2024, we contacted ****************** and he confirmed he successfully received the ******** moto g power 5G device on April 16, 2024. We offered to assistance with the activation of his device; he informed us that the device is for his son, and he would be completing the activation process.

      We thank ****************** for his communication and trust that this resolution addressed his complaint.


      Regards,

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

      Customer Answer

      Date: 04/28/2024

       
      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:04/04/2024

      Type:Service or Repair 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.
      ive been a cricket customer for like 9 years and over the years they have acquired more customers and you can tell the difference between cricket now and cricket 9 years ago. they really dont care as much now. i had an issue with my data that started november of 23. i called cricket numerous times to report the issues and i was always told that one specific tower was down. the problem continued to dec and jan as well. i called numerous times, representatives were changing my due date, using my acct credits in my account to change my due date without my permission, a bunch of unprofessional stuff that is unacceptable. they told me that at the end of the tower issue, i would receive a large credit and that some small credits were for inconvenience. the inconveniences they speak of 9/10 times i were to call cricket, my phone would disconnect from the network, 0 bars, as if they reset it, to the point to where it seems intentional. my calls would never drop in that manner on any other calls besides when i talked to cricket. all of this is confirmed by recorded phone calls. well, the problem with the tower went into feb and mar as well and i placed numerous calls to speak to a supervisor. one supervisor promised me a few free months of service for dealing with an outage for 4 months. the problem was, they say they cant give you the credit until the outage is resolved, and at that time, it wasnt. fast forward to when the outage was over, i called 25 times to get cricket to listen to the phone calls we had where the supervisor promised me this and they acted as if the were cooperating. on 4 different occasions they promised they would listen and give me a call back. that never happened once. and every time i call back i get someone else who does not want to listen to the calls or deliver on what they promised. i dont think its hard to listen to recorded phone calls and commit to something a supervisor offers. i ended up with a couple of small credits and one for $50.

      Business Response

      Date: 04/26/2024

      April 23, 2024

      Better Business Bureau
      Online Complaint

      No: 21530254
      Re: *******************************


      Dear ********** ************ correspondence is in response to a complaint filed by *******************************. In his complaint, ******************** states he has been a Cricket Wireless customer for almost 9 years and has experienced data issues since November 2023. These issues have persisted through December 2023 and January 2024. According to ********************, he has contacted customer care more than twenty-five times during this period and has encountered several unprofessional incidents that were unacceptable. His bill due date was changed multiple times without his permission, using account credits. One supervisor advised him that he would receive a significant credit once the issue with the tower was resolved; however, he has yet to receive this credit. ******************** is requesting a credit to be issued to his account.

      We contact ******************** on April 8,2024, to discuss his complaint. After reviewing his account, we advised him that we found a network outage in his area, which was causing the network incidents. We confirmed with him that his wireless services are now functioning as expected.

      Before closing our discussion, we provided ******************** with a courtesy credit due to the network incidents, and he agreed to and accepted the credit.

      We thank ******************** for his communication.


      Regards,

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

    • Initial Complaint

      Date:04/03/2024

      Type:Service or Repair 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 the store to see how much their phone service was. I asked them what prices would be if I ported my phone over to them. The rep wanted to compare prices of my phone or using a new one of theirs. I also was looking at phone cases. She put on phone case and cracked it during the process. She gave me the phone back and showed me another phone. She damaged my phone screen.

      Business Response

      Date: 04/29/2024

      April 30,2024

      Better Business Bureau
      Online Complaint

      No: 21525354
      Re: *********************************


      Dear ********** ************ correspondence is in response to a complaint filed by *********************************. In her complaint, ****************** states she visited an authorized retail store to inquire about the cost of phone service. She asked about the prices for porting her number to Cricket Wireless. The store representative wanted to compare the prices of using ****************** current device or purchasing a new one from the store. She adds she was also looking at phone cases. During the process, the store representative put a case on her device and cracked the screen. ***************** asserts that the store representative damaged her device screen, and she is requesting a replacement device or a reimbursement.

      We contacted ****************** on April 19, 2024, to discuss her complaint. She confirmed she does not have Cricket Wireless service and shared more details regarding her complaint. We apologized for the inconvenience she experienced and informed her that we would investigate the incident further to provide a fair resolution.

      On April 29, 2024, we spoke with ****************** and shared with her the outcome of our investigation. The results of the investigation indicate the day she went to the authorized retail store, her device screen was already damaged. She requested to put a smaller phone case on her device, which caused further damage to the screen.We offered ****************** to issue a check for $100.00. She did not accept the offer and ended our conversation.

      We thank ****************** for her communication.


      Regards,

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

    • Initial Complaint

      Date:04/03/2024

      Type:Customer Service 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 been a customer coming up on a year. My ******************** number is **************.I referred my friend, ***********************, to your company. The ONLY - and I emphasize, the ONLY - reason she chose cricket over the more familiar Visible (she was on ******* postpaid previously) is because I recommended cricket to her.On 4/1/2024, ***** and I got her set up with cricket.While setting her up using the cricket app, the app asked for the referral code I sent her. Before we could enter it, the app advanced a page and concluded the set up. No option to back up or return to the desired page.I did a chat on 4/2/2024 with a so-called "customer service" staff member. Totally unhelpful, and had zero concern for the situation, telling me to "try again" even though I made clear *****'s account was ALREADY set up. I ask that cricket make this right, and apply the referral credit to both mine and *****'s accounts. ******* number is **************.I have significant influence in the lives of family and friends regarding telecom matters, and I hope I will be able to tell everyone that cricket has great customer service that makes things right when things go wrong. Until this incident, I have had ZERO complaints with your company or service.

      Business Response

      Date: 04/26/2024

      April 23, 2024   

      Better Business Bureau
      Online Complaint

      No: 21522969
      Re: ***********************


      Dear ********** ************ correspondence responds to a complaint filed by ***********************. In his complaint, ************** states that he referred his friend, ***********************, to Cricket Wireless. **************** ported her number from ******* Wireless to Cricket Wireless. ************** stated that on April 1, 2024, while assisting **************** with her port-in setup from ******* to Cricket Wireless using his MyCricket app and following the referral process,he was prompted to enter the referral code to complete the activation. However,before he could enter the code, the line was activated, preventing him from entering the code. He sought help from our ************* and explained what had happened, but he was advised to try again, showing no concern for his situation. ************** is requesting a credit to his account and ******************** account to rectify the situation.

      We contacted ************** on April 10,2024. After reviewing his account, we found that the unique 13-digit code was not entered during the activation process. We explained that the new line activation was treated as a normal activation. We processed a one-time credit to both Mr. ****** account and ******************** account, which he agreed to and accepted.

      We thank ***** for his communication.


      Regards,

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

      Customer Answer

      Date: 04/26/2024

       
      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:04/03/2024

      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 been a customer for about a year. I have been paying for their top tier data service which promises 5g service at all times with no limit. For over six months I have been complaining about the service. The vast majority of the time my data speed has been in the 300kbps range. This is dial up speed and not even remotely close to the 5g speed I am being charged for. I have contacted their technical support dozens of times to address the issue. Every time I was told there was an issue with the tower and that it would be resolved in 1-2 weeks. We are now 6 months later and still continue to have the same issue and same response. This company advertises and charges for 5g service and is incapable of providing even 1/10th of that. Also I have had to replace my phone multiple times within the past year due to hard ware issues, and I am currently experiencing another one.

      Business Response

      Date: 04/24/2024

      April 24, 2024

      Better Business Bureau
      Online Complaint

      No: 21522693
      Re: ***********************


      Dear ********** ************ correspondence addresses a complaint filed by ************************** his complaint, ****************** notes that he has been a customer for approximately a year and has subscribed to our top-tier data service, which guarantees 5G service at all times without limitation. However, he reports that for over six months, he has experienced issues with his service, specifically not receiving the 5G services for which he has paid. He also mentions that the speed he has encountered is slow and that he has contacted technical support to address his concerns. He was informed that there were tower issues, which were expected to be resolved within 1-2 weeks. Additionally, ****************** states that he has replaced his phones multiple times within the last year due to hardware issues and is currently experiencing problems with his device again.

      We contacted ****************** on April 4, 2024, to discuss his complaint. After reviewing his account, we advised him that we would further investigate the network incidents and scheduled a callback. On April 9, 2024,we informed him that we had identified a network outage in his area, which was the cause of the network incidents and the slow speeds. This incident has since been resolved, and we confirmed with him that his wireless services are now functioning as expected.

      As a gesture of goodwill, we offered ****************** a courtesy credit for the inconvenience caused by the network incident, which he agreed to and accepted. Additionally, we informed ****************** that his device is eligible for a warranty claim. We provided him with the Cricket Wireless warranty contact information to proceed with his claim and replace his device.

      We thank ****************** for his communication.


      Regards,

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

      Customer Answer

      Date: 04/24/2024

       
      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:04/02/2024

      Type:Service or Repair 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.
      The second phone I got from them died on me completely. I got this phone and was trouble from day one. Freezing and turning it off and on to unstick. I checked the phone twice yesterday to see what my bill was. Both times it was a zero balance. I was waiting on food stamps to call and a few other places. They turned me off today. 4/2/2024 fir non payment. They couldn't tell me why the zero but I did have to pay plus the late fee to reactivate it. I wanted to go back to my 18 dollar payment and they said I would have to call. The link wouldn't work. They lied about all of it. I want my phone turned back on cause I'm homeless and on a limited income. They just take you for everything.

      Business Response

      Date: 04/26/2024

      April 23, 2024

      Better Business Bureau
      Online Complaint

      No: 21522148
      Re: *******************


      Dear ********** **************** correspondence is in response to a complaint filed by ********************** her complaint, ************** states that she has experienced issues with the Cricket Wireless device she purchased; the device keeps freezing and turning off and on repeatedly. Additionally, she states that her wireless line was suspended on April 2, 2024, even though her account balance was showing $0.00.She would like to have her service reactivated and these issues addressed.

      We contacted ************** on April 8, 2024, to discuss her complaint.We assisted her by reactivating her Cricket Wireless account as a courtesy to establish communication. After reviewing her account, we found that her Affordable Connectivity Program (***) had been transferred to a different service provider on March 1, 2024. She confirmed to us that she accepted a free tablet from another service provider. We explained to her that other companies often offer customers free items to have their enrollments transferred over without notifying them. The expectations regarding the *** wind-down were explained to her.

      We explained to ************** the replacement options for her device,as it appears to be a malfunction; however, we found that her device is no longer covered by the Cricket Warranty option, as the phone had been used for over 1 year. We suggested that she either upgrade her phone using a discount or file an insurance claim, as she has the insurance feature on her account. ************* stated that she would consider the options offered and, if additional assistance is needed, she would contact us back.

      We thank ************** for her communication.


      Regards,

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

    • Initial Complaint

      Date:04/02/2024

      Type:Service or Repair 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.
      To: Cricket Wireless LLC From: ******************************** Unlock Request (iPhone SE 2020, IMEI ***************) Hello, I am trying to get an unlock code for Cricket locked ***** 650 I bought on **** (I am not a Cricket Wireless customer; this device is no longer compatible with the ************************* network because it does not support VoLTE and cannot be re-activated on ************************* network). I contacted Cricket ***************** but I was told that I must be a Cricket customer to get an unlock code. I think this statement contradicts Cricket's unlock policy that requires that the phone should be in service with Cricket for 6 months or more, but there is no requirement to be a Cricket Wireless customer currently or in the past to get an unlock code: ************************************************************************* 1. The device you want to unlock has been active for at least six months of paid service on that device. 2. The device is designed for use on and is locked to Cricket's network. 3. The device has not been reported lost or stolen. 4. The device is not associated with a fraudulent account. As a result of this, I am asking you to send the Network Unlock code for Cricket Locked ***** 650, IMEI *************** to my email ********************* Thank you *************************

      Business Response

      Date: 04/24/2024

      April 12, 2024

      Better Business Bureau
      Online Complaint

      No: 21510007
      Re: ***********************


      Dear Sir/Madam,

      This ************** is in response to a complaint filed by ***********************. In his complaint, **************** states he would like assistance unlocking his device. He adds that he bought this device from a third-party retailer, and it has been in his possession since purchasing it. Furthermore, he states he is not a Cricket Wireless customer. However, his device meets the ********************** unlock policy; but he encounters difficulty when attempting to unlock his device. As per their policy, the device must be active on their network for at least six months before it is eligible to be unlocked. **************** is requesting to have his device unlocked to use it with the carrier of his choice.

      We attempted to contact **************** on April 1, April 4, and April 8. **************** emailed us on April 11, 2024, stating he is currently not in ***************** and unable to call us. To investigate Mr. ******* concerns, we need to be able to communicate with him.

      Should **************** still require assistance, he may contact ******* Office of the President ******** at **************.


      Regards,

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

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