Complaints

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

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless, LLC

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

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

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:04/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone with a new line of service on Cricket's website. The promo said $49.99 for an iphone 11 with 2 months of service with the $60 plan. I would pay about $169.99 before taxes. When I checked out I paid through my apple pay. The problem started when I checked my account on 3/27/2024 and noticed that I had a bill due on April 19, 2024. When I took a closer look at the receipt I received I was charged $99.99 for the phone instead of $49.99. I called several times and spoke to several different people who all gave me different information. One person told me that there was no such promotion, another said that they see the promo and couldn't tell me why I was charged incorrectly, another told me that the promotion was for $199.99 not $49.99 and the last person told me that the promo I was talking about did not start until after I had already purchased the phone. I asked when the promotion date started and she told me that they don't have the date of that. All I want is to be charged what I agreed to be charged for and they will not move the credit from phone over to cover for the other month of service.

  Business Response

  Date: 04/24/2024

  April 24, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21516465
  Re: *********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************. In her complaint, ************** states she purchased a device with a new ********************** number on the Cricket Wireless website. On March 27, 2024, she noticed that she had a bill due on April 19, 2024. Upon closer inspection of the receipt, she noticed that she was charged $99.99 instead of the $49.99 as advertised by the promotion on the Cricket Wireless website. She further states that she has contacted customer care multiple times and was given different information with each call. ************** would like to be charged the amount she agreed to with the promotion she accepted while processing the order.
  
  We contacted ************** on April 9, 2024, to discuss her complaint.After reviewing her account, we found that the promotion advertised on the website was not applied to her order, as she was charged for one month of service instead of two, as the promotion requires. She confirmed to us that she followed the correct steps to process the order on the website, choosing the right promotion. We offered to process a credit on her account for the value of the extra charge that was applied to her order. ************** agreed and accepted the credit.
  
  We thank ************** for her communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 04/24/2024

   
  Better Business Bureau:

       Complaint ID ******** has been resolved with Cricket Wireless and adjustment in billing has been completed and updated. I am satisfied with the resolution. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the morning of April 1, 2024 I had no bars on my phone, and could not receive or make calls. I called Cricket Wireless in the afternoon. When I called I received someone named Nala. Nala was terrible. She kept asking me to repeat myself. She asked my name 3 times, she asked my email address 6 times, kept saying she couldn't hear me. Everything needed to repeated. In addition, her trouble shooting was awful. She asked me to leave my home, go to another area, and see if it works. I refused this nonsense. She made me delete my esim, and tried to install another. She sent me QR codes through email that would not work. She then claimed my iPhone needed to be updated and would connect me to Apple. My daughter had taken the phone at this point, and told **** off about repeatedly asking for the same information. Magically, **** could understand everything my daughter was saying and could suddenly hear everything. My daughter asked to speak with a Supervisor. Naura the Supervisor was just as bad. She kept trying to send notifications to the phone, even though we had explained that the phone has no cellular data coming through, its saying SOS. Then she tried to send another QR code through the email, and her link did not even work. I asked her to resend another, instead she just decided to say the Apple phone needs to be updated and no more troubleshooting. My daughter stated the software update was not the issue, but to pacify asked ***** to call back in a hour so she could do a fresh install of the software update. ***** refused, and said 15 minutes. If these are technicians they should know an complete update from iTunes would take 30 minutes to an hour. The phone was updated with a fresh, complete, verified Apple update 17.4.1, and lo and behold the phone is still NOT working despite your reps saying that was the issue. I need help getting my cellular data working. Your techs do not know what they are doing.

  Business Response

  Date: 05/30/2024

  May 29, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21515760
  Re: *********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *********************. In his complaint, **************** states that on April 1, 2024, he was unable to make or receive calls. He states he contacted Cricket Wireless customer care and spoke to a representative who made him repeat himself multiple times. He added that the troubleshooting steps provided were not helpful. He asked his daughter to continue the conversation,and she requested to speak to a supervisor because his service was still not working. The supervisor sent notifications to his email to activate an eSIM,but he was unable to complete the activation due to an issue with the ** code provided. He was then told to complete a software update on his phone and after doing so, his phone was still not working, even though he was advised the software was the issue. **************** is requesting a resolution to this issue.
  
  We contacted **************** on May 15, 2024, to discuss his complaint. After reviewing his account, we discovered the device associated to his complaint is a Bring Your Own Device (BYOD) and it was not purchased from Cricket Wireless. We explained to him that his device is not eligible for a replacement from Cricket Wireless and advised him to contact the original seller and/or manufacturer of the phone for further assistance.
  
  On May 17, 2024, Mr. ******* daughter contacted us to confirm that she was able to replace her dads device and needed assistance completing the activation process. We assisted them to update the information of the replacement device on his account and successfully activated his eSIM. Mr. ******* daughter confirmed the device was working as expected. We applied a credit to Mr. ******* account for the period he was not able to use his wireless services.
  
  We thank **************** for his communication and trust this resolution addressed his concerns.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President ********************************************* NE
  *******, ********
  

  Customer Answer

  Date: 05/30/2024

   
  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:04/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a moto Razr + 2023 5g, 3/132024. Yesterday on 3/31/2024 I open my phone to fine the inner screen has started showing signs of cracking along the crease. This phone has always been used with a cover and has never been dropped once. I reached out to support, and I was told this is not covered under the manufactory warranty and they also went to say that this crease crack is part of "Physical damage" category, and they don't take any responsibility for it. Unless you had paid for their monthly warranty. I am writing this so that Cricket understands that these devices are not cheap. And to have a manufactory warranty that does not even cover a cracked screen from the device's intended use is ridiculous. I have also done more research into this phone from them and Mutiple people are having the same outcome. Don't offer a manufactory warranty if you're not going to even cover the intend use of the phone. Thats the definition of false advertising.

  Business Response

  Date: 04/23/2024

  April 22, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21513014
  Re: *************************
  
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In his complaint, ****************** states on March 13, 2024, he purchased a ******** moto Razr 5G device and on March 31, 2024, he opened his device and found the inner screen has started showing signs of a crack along the crease. He mentioned the device has always been used with a cover and has never been dropped. ****************** contacted Cricket Wireless support and was informed this is not covered under the manufacturers warranty. They added the crease crack is part of the device physical damage category and they do not take responsibility for it unless you pay for the monthly warranty. ****************** states he has done research into this device and found multiple people having the same outcome. He further states that devices are not cheap and to have warranty that does not even cover a cracked screen from the device intended use is false advertising. ****************** is requesting a refund.
  
  We contacted ****************** on April 4, 2024,to discuss his complaint. After speaking with him, we were able to confirm the device screen was not cracked, did not have physical damage, nor did it have any water damage. We determined the device had an internal screen manufacturing defect. We encouraged him to file a warranty claim. More information about Crickets Wireless warranty can be found at: ****************************************************************************.
  
  We contacted Cricket Wireless warranty department with ****************** on April 12, 2024, and after filing the claim they informed him, he would receive the replacement device around April 16, 2024. We assisted him activating a new SIM card with his previous device to have his service active while waiting for the replacement device.
  
  On April 17, 2024, ****************** confirmed he received his replacement device, it is active and working as expected. We also applied a courtesy credit to Mr. ******** wireless account.
  
  We thank ****************** for his communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ****************************************
  *******, ** *****

  Customer Answer

  Date: 04/23/2024

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

• Initial Complaint

  Date:03/29/2024

  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 10th I added $100 to my cricket balance thinking I would be continuing to use their product and paying ahead of time.I used $10 to add data to my service so there's $90 left.A few days later on the weekend I was having issues with my account and they did not answer their phone because they were closed.So I called up a different cell phone provider visible.I had my number transferred and they canceled my cricut account.On March 29th I reached out to them asking for my balance back.They said yes we have your money of $90 in our accounts in your balance but because you canceled we cannot give you your money back.I'm currently between jobs and doing the best I can to make it and those $90 would make a huge difference in my life.They have $90 of mine that is not going to be used for any service and we'll just sit there with my name on it and not ever send it back.Account identifying information.************ Pin **** Last four card number 0688

  Business Response

  Date: 04/09/2024

  April 6,2024
  
  Better Business Bureau
  Online Complaint
  
  No:21503456
  Re:*****************************
   
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In his complaint, **************** states on March 10, 2024, he processed a $100.00 payment to his Cricket Wireless account ahead of time. He used $10.00 to add a feature on his line and kept a $90.00 credit on his account. He started experiencing issues with his service and tried to contact Cricket Wireless customer care for help, but he was unable to speak with a representative. On March 14, 2024, he contacted a different service provider and transferred his number. **************** is requesting a refund for the $90.00 remaining credit he could not use.
  
  We contacted **************** on April 1, 2024, to discuss his complaint. After reviewing his account, we confirmed there is a balance of $90.00 on his Cricket Wireless account. ********************** terms and conditions state that: Amounts paid for unused features and service charges are non-refundable. More information can be found at: www.cricketwireles.com/terms.
  
  Although unused services are non-refundable, we made an exception to assist **************** and processed a refund for $90.00. We asked that he allow 5 - 7 business days for the funds to be reflected in his bank account.
  
  We thank **************** for his communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ****************************************
  *******, ** *****

  Customer Answer

  Date: 04/09/2024

   
  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:03/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have service with cricket wireless on a unlock iphone 14th pro *** and they lock my phone and now they telling me I have to reactivate my phone service back with them or they not locking my phone my iPhone 14th pro *** has been lock when I become a customer to ******************** and now Im tryna move on to another service which is straight talk wireless and straight talk tryna flash my new number over to my phone and they tell me they cant put my new phone number on my phone because cricket lock my phone and plus I done pay straight talk phone bill

  Business Response

  Date: 04/23/2024

  April 19, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21502124
  Re: *****************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In his complaint, **************** states he has services with Cricket Wireless on an unlocked iPhone 14 Pro **** He further states this device has been locked to the Cricket Wireless network and was told by customer care he must reactivate his service, to unlock his phone. *************** is requesting to unlock his device.
  
  We contacted ************** on April 1,2024, to discuss his complaint. After reviewing his account, we found that his device does meet the unlock policy and the reactivation of his service is not required. We advised him that we will unlock the device and reach out to him with the resolution. We attempted to contact **************** on April 3, 4, 8, 2024,but we were unsuccessful. On April 19, 2024, we emailed **************, to confirm that his device was successfully unlocked.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:03/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out because I set up a ********** agreement made the payment required when I logged into my account but I'm still not receiving service so today I'm reaching out because I'm just now being told that my money is not refundable when that was never told to me so I am going to inquire about getting my money back so that I can switch services. I WOULD LOVE TO GET MY MONEY BACK SINCE NO CCD EXPLAINED ANYTHING BEING NON REFUNDABLE AND SAY GOODBYE ALL TOGETHER.

  Business Response

  Date: 04/09/2024

  April 6, 2024
  
  Better Business Bureau
  Online Complaint 
  
  No: 21499853
  Re: ***********************
  
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by ***********************. In her complaint, ************** states she set up a Bridge Pay for her wireless account and processed the required payment for the remaining balance on time; however, her service is not working. She requested a refund for the last payment that she processed but her request was denied as payments are non-refundable. ************** is requesting a refund as no one explained that Cricket Wireless has non-refund policy. 
  
  We contacted ************** on April 3, 2024, to discuss her complaint. After reviewing her account, we confirmed that she processed a $50.00 payment on March 27, 2024, to cover the remaining balance of her Bridge Pay. However, her account was suspended due to non-payment on March 28, 2024, since the actual balance was $54.33 and the Bridge Pay period ended. ************** informed us it was her understanding that the remaining balance was just for the amount paid as a representative provided her with these expectations. 
  
  We advised her that as set forth in the Cricket Wireless terms and conditions of service, amounts paid for Service Charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. We made a one-time exception processed a refund for the last payment she processed. We set expectations to allow 3 to 5 business days for the refund to be completed to her original method of payment. ************** confirmed she did not need any additional assistance.
  
  We thank ************** for her communication.
  
  
  Kind Regards, 
  
  Cricket Wireless 
  Office of the President 
  ****************************************
  *******, ** 30319
  

• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/2/2024 I purchase 2 phones and activated 3 lines in store. The service did not work at my residence. After adjusting my booster and the service didn't work I returned items to the store on 3/6/2024. I was refunded the device payment and was connected by the store manager to the customer service line. A representative told me that even though it was against policy to refund activation fees since the service didn't work they were submitting to finance team and I would receive refund in 7-10 days. I have not received. I called today they stated they have no record even though calls are recorded and I would not receive a refund of activation fees.

  Business Response

  Date: 04/23/2024

  April 13, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21493127
  Re: ***************************
  
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In her complaint, ******************** states on March 2, 2024, she purchased two devices and activated three lines at a Cricket Wireless authorized retailer. She adds the services did not work at her residence and after adjusting her booster she confirmed the service still did not work. On March 6, 2024, she decided to return the devices to the authorized retailer. ******************** states was refunded for the devices and was connected to customer care by the store manager. A representative explained it was against the policy to refund activation fees since the service did not work. They submitted the request to the finance team,and she would receive a refund in 7-10 days. ******************** states she has not received the refund yet. She adds she contacted customer care, again, on March 28, 2024, and the representative stated they did not find any records of her request even though calls are recorded. ******************** is requesting a refund of the activation fees.
  
  We contacted ******************** on April 4, 2024, to discuss her complaint. We found that she did not use the services because the services did not work in her area, and she returned the devices four days after she purchased them. We confirmed she paid $126.00 to start her month of services with Cricket, and we informed ******************* about the Cricket Wireless Terms and Conditions of Service regarding payments, which states that amounts paid for service charges are non-refundable. More payment and account balance terms and condition can be found at: *********************************************** Payments and Account Balances.
  
  We explained to ******************** that we had made a one-time exception and processed a refund check. She should allow 7-10 business days to receive the refund check.
  
  We thank ******************** for her communication.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:03/27/2024

  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.

  This company over bills and has fraudulent charges! I was originally supposed to be billed per month, which had changed to 29 days, then 28, now "not only", did they change it billing cycle to 27 days, but have dramatically increased the late fees. How can this be legal. Even if it was reduced to 28 days, this is midnight on the 26th day. It is on average 30 days in a month. not 26 or 27 or even 28. I definitely feel this is a "Class A". this is similar to the Banks over charging dispute. This criminal practice and behavior has been fleecing the public and is encouraged by Major cooperations.

  Business Response

  Date: 04/22/2024

  April 19, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21493184
  Re: ***********************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In his complaint, ************** states that Cricket Wireless over charges and has fraudulent charges. ************** claims that his billing cycle continues to change month over month, from a 30 to 26-day cycle and late fees have dramatically increased. ************** requests that we make modifications/discontinuance of an advertised claim.
  
  We contacted ************** on April 1,2024, to discuss his complaint. We attempted to authenticate his account to further investigate his current cycle date, but he informed us that he did not wish to provide further information from his Cricket Wireless account.
  
  Should ************** still require further assistance, he may contact ******, Cricket Wireless Office of the President ******** at **************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accidentally made an overpayment on my account on March 18 in the amount of $68.98. I called Cricket to have that money refunded to the card I used and they told me no. I would like this money refunded to my card. I dont need it kept as an account credit towards next months bill. I need my money back.

  Business Response

  Date: 04/09/2024

  April 7, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21490759
  Re: *************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by *************************. In her complaint, ************** states she accidentally overpaid $68.98 to her Cricket Wireless account on March 18, 2024. She contacted the Cricket Wireless customer care and requested a refund to the original payment method used but her request was denied. ************* is requesting a refund as she does not want to keep the amount as account credit.
  
  We contacted ************** on April 5, 2024, to discuss her complaint. She explained that she usually pays before her account due date and likes to pay more than her actual amount due; however,she has decided to switch her wireless number to a different carrier. We advised ************** that as set forth in the terms and conditions of service,payment and account balances are nonrefundable, transferable, or redeemable for cash.
  
  
  As a one-time exception, we processed a refund for the overpayment amount back to the original payment method. We advised her to allow from 3 to 5 business days to be reflected in her bank institution. ************** confirmed all her concerns have been answered and she did not need any additional assistance.
  
  We thank ************** for her communication.
  
  
  Kind Regards,
  
  Cricket Wireless
  Office of the President ************************************************ *******, ** *****

  Customer Answer

  Date: 04/09/2024

   
  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:03/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In mid January I was considering purchasing a phone that was locked to the Cricket wireless network. I called cricket Wireless numerous times to see if the phone could be unlocked so I could use it with my service provider. The end result was that they would require me to obtain 2 months of service from them to have the phone unlocked. I enrolled in their service for the months of February and March. I called and had the phone unlocked used my current carrier ******** on 03/21 and then found the phone to be locked again. The only reason I purchased the phone was based on the information provided by the Cricket wireless representatives. I was told that the previous owner had a little more than a month left on the 6 month requirement to have the phone unlocked and that I would have to use their service for 2 months to get the phone unlocked. I completed these requirements and they are now saying I must pay for 3 more months. I am requesting to have the phone unlocked locked or a refund of all costs

  Business Response

  Date: 04/09/2024

  March 31, 2024
  
  Better Business Bureau
  Online Complaint
  
  No: 21477547
  Re: ***************************
  
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In her complaint, **************** states that in mid-January she was considering purchasing a device that was locked to the Cricket Wireless network. She contacted ************* multiple times to know if she could unlock her device to use it with her current service provider. **************** was informed by Cricket Wireless that she needed to have the monthly plan with wireless service plan for two months to be eligible to unlock it. **************** activated and paid for the monthly plan for February and March. After two months were completed, she had her device unlocked to use with her current provider. Later,she found her phone was locked again. She further states she was informed that the previous device owner had a little more than a month left to have the device unlocked and now she is required to pay for three more months of service to have it unlocked. **************** is requesting to have the device unlocked or a refund.
  
  We contacted **************** on March 26,2024, to discuss her complaint. After reviewing her account, we found that her device was previously activated on a different Cricket Wireless account for about four months, and it has now been active with her wireless number for two months, and that device meets ********************** Unlock Policy.
  
  On March 27, 2024, we contacted and confirmed to **************** that her device is now unlocked.
  
  We thank **************** for her communication, and trust this resolution addressed her concern.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ****************************************
  *******, ** *****

  Customer Answer

  Date: 04/09/2024

   
  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,
  
  ***************************