Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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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

Customer Complaints Summary

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

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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:04/29/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Carrier unlock my phone now please!!Cricket Wireless Account Number ******************************** Phone Number ************ Both IMEI Numbers *************** my number is on this one. The ***** number if needed is ******************** and this is the ESIM.IMEI 2 *************** I went into the Cricket Wireless location in ************* a couple of days ago. I ported my number over and got the iPhone 14. I was told my bill would be $60 a month. Thats not so. I just logged into my account and noticed my bill was $72. Turns out the worker that sold me the phone added insurance to my plan without even telling me about it or asking me if I wanted it. I dont appreciate that. Im not gonna have hidden charges on me.Heres what I would like done. I want you to carrier unlock my phone. Also if possible maybe a free month of service. If not the free month of service as well then just only the carrier unlock will be fine. I will withdraw my BBB complaint when my phone is unlocked.
Business Response
Date: 05/14/2025
May 14, 2025

Better Business Bureau
Online Complaint

No: 23261967
Re: ****** ********

Dear ********************** correspondence is in response to a complaint filed by ****** ********. In her complaint, Ms. ******** has expressed dissatisfaction with her recent experience at a Cricket Wireless authorized retailer in **********, **. During her visit, she ported her number and purchased an iPhone 14. She was informed that her monthly bill would be $60; however, upon reviewing her account, she noticed a charge of $72, which included an insurance plan added without her consent. As a resolution, *********** is requesting that her phone be unlocked and that she receives a complimentary month of service. Alternatively, she is requesting at least the unlocking of her phone

We contacted Ms. ******** on April 29, 2025, to discuss her complaint. After reviewing the **** number she provided, we discovered that her device has been used for only 5 days with an active Cricket Wireless service and does not meet the Cricket Wireless unlock policy requirements. The device unlock policy can be found at: *************************************************************************.

We informed Ms. ******** that her device must remain active on the Cricket Wireless network for an additional 171 days to meet the eligibility requirements for unlocking. Additionally, we have escalated her concerns to the executive leadership team overseeing the store's location, and they will conduct an internal investigation into the matter.

We addressed Ms. **************** by removing the protection plan from her account and providing a courtesy credit to compensate for the inconvenience. Ms. ******** accepted the resolution, and the credit was successfully applied to her account. We also confirmed that she had no further questions or concerns regarding her 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:04/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Its not the stores fault I guess but when I try to pay my phone bill each month through the app and online it says there is an error on their end and I am forced to pay an extra fee for paying over phone and in store. The store says it has nothing to do with them. **************** says they can see where I try to pay over and over. Then when I say I want my bill credited they say it's my fault. I ask for a supervisor and they put me on hold then hang up every time. Then I am forced to pay them an extra 10 dollars every month.
Business Response
Date: 05/21/2025
May 21, 2025

Better Business Bureau?
Online Complaint??

No: 23250675
Re: ***** ********

Dear ****************************** correspondence is in response to a complaint filed by ***** ********. In her complaint, Ms. ******** expresses frustration regarding the inability to pay her phone bill through the App or online due to an error on the company's end, which forces her to incur an additional fee for payments made over the phone and in-store. She reports that the store denies any responsibility for the issue, while customer service acknowledges her repeated attempts to pay but attributes the fault to her. Furthermore, when she requests credit, she is told it is her fault, and her attempts to escalate the matter to a supervisor result in being placed on hold and subsequently disconnected each time, leading to the recurring extra charge of ten dollars each month. Ms. ******** is requesting assistance to resolve her issue.
We attempted to contact Ms. ******** on May 5 and 8, 2025, but were unsuccessful. We contacted her on May 12, 2025; she stated she was driving and could not talk, and she requested a call back. We attempted to contact her again on May 13, 2025, but were unsuccessful. Due to unsuccessful contact attempts, we are closing this case. Should Ms. ******** still need assistance, she may contact ********, Cricket Wireless Office of the ********* Manager, at ************.

Regards,

Cricket Wireless ?
Office of the *********??
***************************************** NE?
*******, ** 30319
Initial Complaint
Date:04/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Request for ************ Months Due to Malfunctioning Phone Cricket Wireless Dear Better Business Bureau,I am writing to raise a concern regarding ************************* phone, which I have used responsibly, recently malfunctioned without any action or damage on my part. As a result, I am unable to fully use the service that I am being charged for. Since this issue was unexpected and not due to misuse, I now need time to save up to purchase a new phone.I am requesting that Cricket Wireless provide me with several months of free service while I save for a new device. I am not requesting a temporary suspension I am specifically asking for free service during this period, as I am currently unable to use the phone as I am supposed to due to a malfunction that was outside of my control.I believe this request is fair given the circumstances, and I hope Cricket Wireless will work with me to resolve this matter reasonably.Thank you for your attention and assistance.Sincerely,******** ******* Phone: ************
Business Response
Date: 05/29/2025
May 30, 2025

Better Business Bureau
Online Complaint

No: 23259363
Re: ******** *******

Dear ********************** correspondence is in response to a complaint filed by ******** *******. In her complaint, ********** expresses concern regarding her wireless device, which has recently malfunctioned without any misuse or damage on her part. As a result, she is unable to fully use the service she paid for. Given the unexpected nature of this issue, she is requesting several months of free service to allow her time to save for a new device, rather than a temporary suspension of service. She believes this request is fair under the circumstances and hopes for a reasonable resolution.

We contacted Ms. ******* on May 13, 2025, to discuss her complaint. After reviewing her account, we confirmed that she purchased her device on March 7, 2024, which makes it ineligible for a warranty exchange. Additionally, the device does not have an active protection plan. We offered Ms. ******* available device upgrade options, but she reported experiencing network issues instead. We provided troubleshooting steps to help reset and improve her Cricket Wireless network connection and advised her to reboot her device. We also informed her that we would open a technical ticket with our network support team to further investigate the issue.

On May 19, 2025, Ms. ******* emailed us requesting Auto Pay to be removed from her wireless account. We confirmed that Auto Pay was successfully removed from her account and shared the self-service options.

We attempted to contact ********** on May 24, 2025, to share the results of the network investigation, but were unable to reach her. Therefore, we emailed the results, which confirmed there were no network issues at her location, her wireless number was properly registered, and coverage in her area was good. We recommended using Wi-Fi calling to improve connectivity.
Additionally, we provided information about her bill and due date. Regarding her request for free months of service due to device malfunctions, we informed her that Cricket Wireless does not offer complimentary service months for such issues.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 05/29/2025

Complaint: 23259363

I am rejecting this response because:
Your dismissive attitude during our phone conversation was completely unacceptable. You spoke over me, refused to listen, and showed zero interest in resolving the issuea problem caused entirely by Cricket's failure months ago to deliver a replacement phone to the correct address. That mishandling created ongoing issues that Cricket is directly responsible for, and the free months were not a "complimentary gesture" but rightfully due compensation for the disruption and inconvenience your service caused.
Don't twist facts or try to downplay the situation. Ive been more than patient, and your lack of accountability and basic respect only adds to the problem. I expect this to be escalated appropriately and for someone to finally take this seriously and make it right.
Sincerely,

******** *******
Business Response
Date: 06/06/2025
June 6, 2025

Better Business Bureau
Online Complaint

No: 23259363
Re: ******** *******

Dear ********************** correspondence is in response to a rebuttal filed by ******** *******. In her rebuttal, Ms. ******* expresses her dissatisfaction with the dismissive attitude displayed during a recent phone conversation related to her original complaint, where she felt her concerns were not adequately addressed. She highlights that the ongoing issues stemmed from Cricket Wireless' failure to deliver a replacement device to the correct address months ago, which she believes warrants rightful compensation rather than a complimentary gesture. Additionally, she emphasizes her frustration with the lack of accountability and respect shown, and she expects the matter to be escalated appropriately for resolution.

We contacted Ms. ******* on June 4, 2025, to discuss her rebuttal. We informed her that on her previous case we confirmed she purchased her device on March 7, 2024, which makes it ineligible for a warranty exchange and does not have an active protection plan.Regarding her network issues, we provided troubleshooting steps to help reset and improve her Cricket Wireless network connection and after opening a technical ticket, our network support team confirmed there were no network issues at her location, her wireless number was properly registered, and coverage in her area was good.

Upon reviewing the order related to case ********, we informed Ms. ******* that *** was unable to deliver the equipment due to difficulty locating her address. As agreed in the previous case, a credit equal to the device price was applied to her account instead of reshipping the order. Ms. ******* expressed dissatisfaction that no alternative resolution was offered and chose to end the call.

We respectfully request this complaint be closed, as we have previously informed Ms. ******* that Cricket Wireless does not offer complimentary service for device malfunctions.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 06/06/2025

Complaint: 23259363

I am rejecting this response because:
Rebuttal Response to Cricket Wireless Office of the President
Dear *************** am writing in response to the correspondence submitted by Cricket Wireless regarding my case and the follow-up handled by ********* from the Office of the President. I must express my deep disappointment with both the tone and content of the response, which grossly misrepresents the facts and fails to take accountability for Cricket Wireless own admitted mistake.
********* claims he was working to "find the best solution" and would "update me as soon as possible," yet when he contacted me, there was no new information, no genuine effort to resolve the matter, and no acknowledgment of Crickets fault beyond repeating previously stated excuses. Contrary to his claims, he did not contact me to discuss solutions, but rather to reiterate what had already been said, dismiss my valid concerns, and offer nothing constructive. That is misleading and unprofessional.
Furthermore, a previous Cricket Wireless representative did admit that the error in delivery sending the replacement device to the wrong address was the companys fault. This critical detail is conveniently omitted from Alejandros summary and reflects a clear lack of integrity and accountability in how this matter is being handled. Rather than provide fair and appropriate compensation for this mistake, Cricket has chosen to gaslight the situation and provide misleading justifications.
I find Alejandros conduct unacceptable. His response lacked transparency, empathy, and a genuine desire to resolve this issue. His continued denial of responsibility and unwillingness to consider a fair resolution are indicative of bias and poor customer service at the highest level.
I respectfully request that this matter be escalated beyond ********* to someone willing to act in good faith and review the full context, including the prior admission of fault by Cricket Wireless. I also stand by my initial request for meaningful compensation not as a complimentary gesture, but as a justified resolution for Crickets admitted error and the resulting inconvenience and hardship.
Sincerely,
******** *******
Sincerely,

******** *******
Initial Complaint
Date:04/26/2025
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 purchased a Cricket Refill card which Cricket is making impossible for me to redeem, and they are refusing to refund my money. My phone service will be disconnected if this is not resolved, and these stupid pieces of s*** are making it impossible for me to pay my bill and retain my service
Business Response
Date: 05/14/2025
May 9, 2025

Better Business Bureau
Online Complaint

No: 23252887
Re: ******** ******

Dear **********

This correspondence is in response to a complaint filed by ******** ******. In his complaint, Mr. ****** states that Cricket Wireless is making it impossible for him to redeem a Cricket Wireless refill card that he recently purchased, nor are they refunding the amount paid for the card. He is requesting a resolution to this issue as his service would be suspended if this is not resolved.

We contacted Mr. ****** on April *******, to discuss his complaint. Mr. ****** informed us that his concern had already been resolved and confirmed that he did not need additional assistance from Cricket Wireless.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:04/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
had 2 new phones opened 2 phone lines through cricket after couple months my battery started draining fast wouldnt charge voice echoed and static pinging noises and dropped calls ordered ******** razr through cricket paid cash they sent wrong color about two months after purchase red and green stripe on screen called warranty repair but didnt send in for about 6 months didnt want to be without a phone. battery started draining super fast stopped taking a charge so i sent it in got phone back march 2025 but could not connect to network called cricket they said i needed to go to ******* and buy a sim card but i already had an esim on 4/3/2025 was not home and found i couldnt use ********** they had me on hot spot saw that they had 3 **** on my phone and saw they allowed someone to open a third line on my account without my knowledge called only thing they said was it had been deactivated april 25 2024 then reactivated and deactivated several times did nothing about **** still could not use mobile data yet on the billing it stated both my husband and i were using mobile data he dosent third number still on my network ive called many time got hung up on after over 30 minutes while she was supposed to be resolving issues cloned apps phone came back from repair with unknown apps they locked our phones and shut service off week early husband had to get new debit card **** ***** 13 for april 25 2024 they locked up many settings on phone they erased history on three phones smart watch lap top smart tv no info on third line cant use fingerprint security they said i have to re down load their app or they wont unlock our phones my husbands phone is not through them and we've been with them over a year my phone battery draining FAST outer screen display quit working but i dont trust them for repair would like refund for all unneeded expenses and compensated for time with non service and phones immediately unlocked have screen shots and pictures no gmail or icloud access
Business Response
Date: 05/19/2025
May 20, 2025

Better Business Bureau
Online Complaint

No: 23251106
Re: ****** *****

Dear ********************** correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** details a series of issues with her ******** Razr phone purchased through Cricket Wireless,including rapid battery drainage, charging failures, and problems with voice quality leading to dropped calls. After sending the phone for warranty repair,she received it back in March 2025, only to find it could not connect to the network. Additionally, she discovered unauthorized activity on her account,including a third line opened without her knowledge, and faced multiple service interruptions and billing discrepancies. Despite numerous calls for assistance,she encountered further complications, including locked devices and erased data, leading her to seek a refund for unnecessary expenses and immediate resolution of her service issues. Ms. ***** is seeking a resolution to her multiple issues.

We attempted to contact Ms. ***** on May 5, 8, and 12, 2025, but we were unsuccessful. Should Ms. ***** still need assistance, she is encouraged to contact ******, Cricket Wireless Office of the ********* Manager at **************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******, ********
Initial Complaint
Date:04/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i purchased a phone charger that does not work on my phone and they refuse to give me a refund
Business Response
Date: 05/14/2025
May 14, 2025

Better Business Bureau
Online Complaint

No: 23237154
Re: ******* ********

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

This correspondence is in response to a complaint filed by ******* ********. In her complaint, Ms. ******** states that she purchased a charger for her wireless device at a ********************** authorized retail store, which did not work. The retailer has refused to issue a refund for the defective product, and Ms. ******** is seeking assistance to receive a refund.

We contacted Ms. ******** on April *******, to discuss her complaint. We spoke with her husband, ******** *******,who informed us he purchased the charger. We apologized to him for the inconvenience he experienced.

We informed him that accessories purchased from a Cricket Wireless authorized retail store are subject to that authorized retailer's return policy. We offered a one-time courtesy credit equivalent to the purchase price of the charger to be applied to his Cricket Wireless account. He accepted our offer.

We provided Mr. ******* with details about his upcoming due date and bill, and he confirmed that he had no further questions regarding this complaint

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Initial Complaint
Date:04/22/2025
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 purchased a phone from my phone provider, Cricket Wireless , for $220 on December 5th, 2024 . They overcharged me $143.21 on January 3rd, 2025 and $184 on February 2nd, 2025 after purchasing the phone. I contacted them multiple times through phone and going to the store and they refused to return the money to my account. I also tried contacting my bank (***********) but they also could not do anything to return my money until the merchant gives them permission to.
Business Response
Date: 05/15/2025
May 15, 2025

Better Business Bureau?
Online Complaint??

No: 23229301
Re: **** ****** ********

Dear ************************** correspondence is in response to a complaint filed by **** ****** ********* In his complaint, Mr. ******** states that he purchased a phone from Cricket Wireless for $220 on December 5, 2024, but was overcharged $143.21 on January 3, 2025, and $184 on February 2, 2025. Despite multiple attempts to resolve the issue through phone calls and in-store visits, Cricket Wireless has refused to return the overcharged amounts to his account. Additionally, he has reached out to his bank, but they have informed him that they cannot process a refund without permission from the merchant.
We contacted Mr. ******** on April 24, 2025, to discuss his complaint. After researching his account, we shared that we could not find records of the charges in question and confirmed that the card is not and has never been associated with his Cricket Wireless account although his financial institution confirmed that was used towards a Cricket Wireless account. Therefore, we are unable to provide the requested refunds and we suggested that he contact his financial institution to further investigate these charges; however, our conversation abruptly ended.
We attempted to contact Mr. ******** on May 6, 2025, but he did not wish to continue with the conversation. Should he still require assistance, he may contact ********, Office of the President manager at *************

Regards,

Cricket Wireless ?
Office of the President??
***************************************** NE?
*******, ** 30319
Initial Complaint
Date:04/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged $30 times four to my chime account ending in 3730. I had to get a new card issued by chime now ending in 1520. I do not and never have had a cricket wireless account. I called the main# @************ and none was able to assist me stating "you need the phone# in order for us to help you". These are the times and dates I was charged..all $30. 3/31@12:29 3/31@12:28 3/31@12:28 and 3/30@12:27.FLORIDA *****
Business Response
Date: 05/08/2025
May 8,2025

Better Business Bureau?
Online Complaint??

No:23226638
Re: ********* ****

Dear **********

This correspondence is in response to a complaint filed by ********* ****. In her complaint, Ms. **** reports being charged $30 four times on her Chime account. She states that she has never had a Cricket Wireless account and had to get a new card issued by *****. Despite her attempts to resolve the issue by calling Cricket Wireless at the main number at ************, she has been unable to receive assistance as she was informed that a wireless number was required for support.

We attempted to contact Ms. **** over the phone on April 22, 25, and 28, 2025, but were unsuccessful. Therefore, we emailed her on April 28, 2025, to discuss her complaint. We confirmed she does not have Cricket Wireless services and has never processed a payment to Cricket Wireless for her or anyone else.

We apologized to Ms. **** for the inconvenience and recommended that she contact her financial institution to report the unauthorized charges and assist with recovering the funds. We explained that to locate the payment, we would need to authenticate the Cricket Wireless account linked to the ********************** number where the payment was processed, but this information was unavailable. Ms. **** confirmed she had already reached out to her bank for assistance.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Customer Answer
Date: 05/08/2025

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:04/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a razr24 from cricket and 5 days after that the factory screen protector started to peel and I've returned to the store and was told I dont know what your gonna do about that. I called the 1800 cricket number at least 20 times and only once gotten good help but was disconnected. I call and get hung up on or disconnected Everytime for 2 weeks. I just need my defective device replaced and it's been a month now of me trying to get help from cricket who I purchased the device from.
Business Response
Date: 05/08/2025
May 9, 2025

Better Business Bureau
Online Complaint

No: 23218498
Re: **** *******

Dear ********************** correspondence is in response to a complaint filed by **** *******. In his complaint, Mr. ******* stated that he purchased a ******** Razr 2024 from Cricket Wireless, and five days later, the factory screen protector began to peel. After returning to the store, he was informed that there was no clear resolution for his issue. Despite calling the ***** Cricket Wireless number at least ****************************************** was hung up on, with only one instance of receiving helpful assistance. ********** expressed frustration over the lack of support in replacing his defective device, which has persisted for a month since his initial purchase.

We attempted to contact Mr. ******* on April 23, 26, and 29, 2025, but were unsuccessful. Should Mr. ******* still need assistance, he is encouraged to contact ******, Cricket Wireless Office of the ********* Manager at **************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******, ********
Initial Complaint
Date:04/17/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received an email stating I started services with Cricket Wireless with 4 phone lines attached. I am not sure how they got my email but I received the order information. I then received a call from my bank stating there was suspicious transaction with my card. ************ stated my card had been used at Cricket to pay the services and that my card had been added to the customers phones wallets. I had to cancel my card due to the fraud. I've reached out to Cricket with no real avail as the manager ***** B stated in chat that she would not be able to cancel the services or remove my card information from the phones without a code that would be needed to be sent to the phones.
Business Response
Date: 05/07/2025
May 7, 2025

Better Business Bureau?
Online Complaint??

No:23217240
Re: ***** *******

Dear **********

This correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* explained that she received an email indicating she had initiated services with Cricket Wireless for four phone lines, though she did not authorize this and is unsure how her email was used. She also received order details and was alerted by her bank, ************, about a suspicious transaction involving her card. The card had been used to pay for the services and was added to the phone wallets of the account. Due to the fraudulent activity, Ms. ******* had to cancel her card.When she contacted Cricket Wireless to resolve the issue, a customer care manager informed her that canceling the services and removing her card information required a code sent to the devices, which she could not *********. Beavers is requesting a refund for the unauthorized charges.

We contacted Ms. ******* on April 22, 2025, to discuss her complaint. Ms. ******* confirmed that she does not have Cricket Wireless services and has never processed a payment to Cricket Wireless for her or anyone else.

We advised Ms. ******* to report the unauthorized charges to her financial institution for assistance, which she confirmed she had already done. Since she could not authenticate the Cricket Wireless account, we were unable to investigate the issue further.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,** 30319
Customer Answer
Date: 05/07/2025

Complaint: 23217240

I am rejecting this response because: I have provided each number that is attached to my debit card i would like the accounts to be canceled as they were attached to your customers accounts for purchase and payments. How do you take a payment without verifying the debit card against and I.D? Your response is not okay. I would like this to be treated as if your personal information has been stolen. I'm sure a we cannot help will not suffice with you.

Sincerely,

***** *******
Business Response
Date: 05/15/2025
May 14,2025

Better Business Bureau?
Online Complaint??

No:23217240
Re: ***** *******

Dear **********

This correspondence is in response to a rebuttal filed by ***** *******. In her rebuttal, Ms. ******* expressed her concerns regarding the cancellation of accounts linked to her debit card numbers, which were allegedly used for unauthorized purchases and payments. She questioned the payment verification process, emphasizing the importance of confirming debit card transactions against valid identification. Ms. ******* is seeking a resolution that acknowledges the seriousness of her situation, as she feels her personal information may have been compromised.

We contacted Ms. ******* on April 22, 2025, to discuss her original complaint. Ms. ******* confirmed that she does not have Cricket Wireless services and has never processed a payment to Cricket Wireless for her or anyone else.

We advised Ms. ******* to report the unauthorized charges to her financial institution for assistance, which she confirmed she had already done. Since she could not authenticate the Cricket Wireless account, we were unable to investigate the issue further.

We respectfully request that this case be closed, as we are unable to further assist Ms. **********************************

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Customer Answer
Date: 05/16/2025

Complaint: 23217240

I am rejecting this response because: I have provided all the Cricket Wireless phone numbers how is it that Cricket can not cancel the services? Your customer only has service due to my card being used. I will not drop this issue as my bank has stated they can not help me as they are not Cricket Wireless.
Sincerely,

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

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