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Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 31, 2025, I ordered two phones from Cricket Wireless (Tracking #: ****************). The shipment was lost in transit, and despite contacting both *** and Cricket, no one has taken responsibility or resolved the issue.Ive spoken with over 20 ***resentatives, and experienced the following:Cricket and *** refuse to initiate an investigation, each blaming the other.Customer service **** have lied, hung up on me, and provided no help.Cricket refuses to ***lace or refund the lost ********** *** activated my and my wife's phone number ************* and ************) on a device I never received. That number is tied to my bank accounts, and Ive now lost access to it.The warranty department refuses to help despite multiple calls.This situation has caused serious inconvenience and potential financial harm. I am requesting the following:A full investigation into the lost shipment.Replacement phones or a full refund.Restoration or compensation for my lost phone number.An apology and accountability for the service I received.Please address this matter urgently.

      Business Response

      Date: 05/08/2025

      May 9, 2025

      Better Business Bureau
      Online Complaint

      No: 23215097
      Re: ******* *********


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

      This correspondence is in response to a complaint filed by ******* *********. In his complaint, Mr. ********* details his experience ordering two devices from ********************** on March 31, 2025,only to have the shipment lost in transit. Despite reaching out to *** and Cricket Wireless, he has encountered a lack of accountability, with over twenty representatives providing no resolution, and each party blaming the other. One representative activated a number on a device he never received, resulting in the loss of access to a number tied to his bank accounts. He asserts that he has faced repeated refusals from the Cricket Wireless warranty department and is now seeking a full investigation into the lost shipment, replacement devices, a full refund, and compensation.

      We contacted Mr. ********* on April *******, to discuss his complaint. After reviewing his account, we confirmed that his order was lost in transit. We explained to Mr. ********* that we would reship his order.

      On April 25, 2025, Mr. ********* received and successfully activated his new devices. However, the same day, we discovered that he had disputed the charges, and his financial institution had refunded the payment for the devices and ********************** service to his original payment method. We advised him to contact his bank and request that the payment be reversed to Cricket Wireless. Mr. ********* confirmed he had made the request to his bank and assured us he would have the payment sent back to Cricket Wireless.

      On May 1, 2025, we informed ************ that the disputed amount had been successfully returned to Cricket Wireless. We consolidated his lines into one account, applied a one-time courtesy credit to address the online order issue, and provided details about his next bill and due date. Additionally, we explained that his experience had been escalated to the executive leadership team for further internal review. ************ confirmed he understood and had no further questions regarding his complaint.


      Regards,

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

      Customer Answer

      Date: 05/09/2025

       
      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:04/16/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Cricket wireless sold me a new phone that is locked and unable to get my new phone number ported over to due to a new number already assigned to i when cricket Wireless activated. I needed a new phone because my was broken and I was unable to get any calls text or emails. Never was I told of a new number or any phone number at all. I realized my number was changed when I called a friend and he told me a different number came up. I went back to Cricket and told ***** G I have a different number. He made some changes and said it could take a couple of hours for it to get transferred over and if I have further problems I could come in the next day. I did and told the *** why I was there. She stated that I can't switch my phone # without my consumer cellular account # and a transfer pin from consumer cellular. I stated that ***** never mentioned anything about that. She said she would have to talk to him because you can't switch over without it.i.had to wait to get it through the mail as I could not access my email or text. When I did it it I went back in and a new employee was working she could not get it straightened out. I went back in the next morning and was informed I can't switch # for 6 months and my phone is locked to prevent porting a new # . My experience with Cricket has been a nightmare between questionable customer service to condescending attitude and tones of voice to being called a piece of s*** by ***** G on Friday morning April 11 when things got escalated. You have no idea how much that affects a person with PTSD. I am now back with consumer cellular. The phone I got from cricket Wireless is useless to me as I can only use it with Cricket and the # assigned to it and considering the experience I have had with Cricket that will not be possible. I have tried to talk with Cricket about this and have not been able reach any customer service *** about it . I've even tried calling Cricket corp .headquarters and get message that the mailbox is not set up.

      Business Response

      Date: 05/07/2025

      May 7, 2025

      Better Business Bureau
      Online Complaint

      No: 23207435
      Re: **** *****


      Dear ********************** correspondence is in response to a complaint filed by **** *****. In his complaint, Mr. ***** described his experience with Cricket Wireless, where he was sold a locked phone that prevented him from porting his existing number because a new number was assigned during activation. He urgently needed a working phone after his previous one broke, but was not informed about the new number. After multiple visits to the store and discussions with staff, he was told he could not switch his number for six months and that the phone was locked. Frustrated by the lack of communication and support, he returned to Consumer Cellular, finding the Cricket Wireless phone unusable and unable to get assistance from customer service.

      On April 21, 2025, we spoke with Mr. ***** about his complaint. After reviewing his account, we confirmed that he activated service on April 1, 2025, and was assigned a new number. He explained that he wanted to keep his old number but was unable to complete the port. We informed him that the transfer required the account number and PIN from his previous provider. However, he stated that he could not obtain this information because he did not have a working phone to access his account.

      Mr. ***** requested to have his device unlocked to use it with his current provider, and after we reviewed the **** number provided, we discovered that his device was used for only 14 days with Cricket Wireless service and does not meet the Cricket Wireless unlock policy requirements. The device unlock policy can be found at: *************************************************************************.

      We informed Mr. ***** that his device must remain active with Cricket Wireless for another 166 days to be eligible for unlocking. We offered to help him port his number to Cricket Wireless and activate his first month of service at no cost to meet the requirements,after which he could request to unlock his device. Additionally, we offered to refund the service and insurance fees he paid at activation. However, he declined both offers.


      Regards,

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

      Customer Answer

      Date: 05/09/2025

       
      Complaint: 23207435

      I am rejecting this response because: This is no longer a matter to be handled by the BBB. Because of fraudulent and deceptive practices and not following the agreement from the lawsuit in May of 2024 I am turning this matter over to the ***********************************

      Sincerely,

      **** *****
    • Initial Complaint

      Date:04/15/2025

      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 am a Cricket customer and last month when I was due to pay my wireless bill I also thought I had an issue with my phone since it was constantly showing SOS in the corner. Business calls and family calls and text I was not receiving. I asked the representative if he could check my phone and I needed to pay my bill. He replied saying that the cell tower for Cricket was done and was anticipating for it to get repaired/ fixed by the end of that day which would have been March 17th. Now its April 15th having the same issue and my bill is due again on the 17th of April. This time I call and ask if customer service can credit my account for inconvenience and not letting the Cricket customers know what is being done to the poles. The only credit that they gave me was $12.00. To me that is a slap in the face and shows no respect at least the amount of $122.00 should have be discounted half or more than half and they know it is an on going issue without any dates of when it would be completed. Im very frustrated and upset. I have pictures that shows my claim. Thank you!

      Business Response

      Date: 05/07/2025

      May 8, 2025

      Better Business Bureau
      Online Complaint

      No: 23209054
      Re: ***** *******


      Dear **********

      This correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* expressed frustration over persistent issues with her phone displaying "SOS,"which prevented her from receiving business/family calls and text messages. On March 17, 2025, a representative informed her that the Cricket Wireless cell tower was down and would be repaired by the end of the day, but the problem persisted into April 2025. When she sought further assistance, she was offered a $12 credit for the inconvenience, which she felt was insufficient given the prolonged service disruption. Ms. ******* believes a more substantial discount is warranted.

      On April 22, 2025, we spoke with Ms. ******* regarding her complaint. After reviewing her account and conducting an initial network investigation, we discovered that multiple cell towers near her location were undergoing maintenance. We recommend she use Wi-Fi calling for outgoing calls and escalated her concern to our technical support team for further investigation. On May 3, 2025, we informed Ms. ******* that the investigation showed no network outages near her address and that the maintenance on the cell towers should not directly impact the quality of her cell service.

      Cricket Wireless Terms and Conditions state: We do not guarantee the availability of the wireless network or any Wireless Services. You will not have access to our network outside of our coverage areas. Coverage maps, available on our website or in store, show a high-level approximation of wireless coverage, and there are gaps in coverage not shown by this approximation; actual coverage may vary and be affected by terrain, weather, foliage, buildings, signal strength, high-usage periods,customer equipment and other factors. Our full terms and conditions can be found online at **************************************************************.

      We recommend that Ms. ******* reboot her devices to improve network performance.After testing, she confirmed that her wireless services were working better. To address the inconvenience she experienced, we applied a credit to her account to cover the next two months of service and provided details about her next payment. Ms. ******* confirmed she was satisfied with the resolution.

      Regards,

      Cricket Wireless
      Office of the President
      ***************************************** NE
      *******, ********
    • Initial Complaint

      Date:04/15/2025

      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 paid my bill on April 3rd 2025 and on April 15th 2025 they suspended my service

      Business Response

      Date: 05/07/2025

      May 1,2025

      Better Business Bureau? 
      Online Complaint?? 

      No:23206284
      Re: ******* *******


      Dear **********

      This correspondence is in response to a complaint filed by ******* *******. In her complaint, Ms. ******* states that she paid her bill on April 3, 2025, but her service was suspended on April 15, 2025. Ms. ******* requests assistance to resolve this issue.

      We attempted to contact Ms. ******* on April 21, 24, and 28, 2025 but were unsuccessful. To investigate Ms. ******** concerns, we need to be able to communicate with her. Should Ms. ******* still require assistance,she may contact *******, Cricket Wireless Office of the ********* Manager, at **************.


      Regards, 

      Cricket Wireless 
      Office of the *********
      ***************************************** NE
      *******,********
    • Initial Complaint

      Date:04/12/2025

      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 ported out from ************ to Cricket. Cricket stated they transferred my number but I couldnt get service. I called them and they said it was cancelled by boost. I called boost and they stated that was incorrect as if it was cancelled Id still have service with them. boost is stating they dont have my number cricket does. Cricket is stating they cant do anything. I paid $60 service fee as well as $50 activation/service fee with them. I want to get these refunded as I do not have service and my phone was not activated. I am currently with no service.

      Business Response

      Date: 05/07/2025

      May 5, 2025

      Better Business Bureau
      Online Complaint

      No: 23196204
      Re: ***** *********

      Dear **********

      This correspondence is in response to a complaint filed by ***** *********. In her complaint, Ms. ********* describes her experience porting her number from ************ to Cricket Wireless. Ms. ********* was informed that her number had been transferred, but she was unable to access the service. When she contacted Cricket Wireless, she was told ************ had canceled the transfer, while ************ claimed they no longer had her number, causing confusion and frustration. Ms. ********* is requesting a refund of the $60 service fee and $50 activation fee paid to Cricket Wireless, as her phone remains inactive and she currently has no service.

      On April 19, 2025, we spoke with ************ regarding her complaint.  She explained that since activating her line with Cricket Wireless, her device only displayed the *** symbol. After reviewing her line status, we discovered that her number was not properly provisioned on the Cricket Wireless network. We created a ticket to fully activate her number and scheduled a follow-up call to check the status of her network connection.

      On April 21, 2025, Ms. ********* emailed us to confirm that her wireless services were working properly after the ticket was resolved. On April 23, 2025, we contacted her to provide a one-time compensation credit for the issues she experienced and to share details about the amount due on her upcoming bill.


      Regards,

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

      Customer Answer

      Date: 05/07/2025

       
      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:04/11/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contacted Cricket Wireless to access my account and retrieve my account number after my phone was water-damaged and became unusable. I visited a store, showed my ID, and was told the PIN was reset. They directed me to use the online chat to obtain my account ********* the online chat, I was connected to a representative named Dius who claimed to be a human but clearly operated as a chatbot. When I asked to speak with a supervisor, the system changed names (e.g., **** G) but continued using identical grammar and response patterns clearly still automated. At no point did the system disclose it was an AI.After providing the PIN given to me by the store, the chatbot said it was invalid and requested to send a one-time PIN to my phone which I explained was not possible due to water damage. No alternate verification was offered.When I mentioned I would report the issue to the *** and BBB, the chat was quickly ended. I have now been bounced between the physical store and automated chat with no ability to access my account.

      Business Response

      Date: 04/22/2025

      April 22, 2025

      Better Business Bureau? 
      Online Complaint?? 

      No: 23192851
      Re: **** ** ********

      **ar ************************** correspondence is in response to a complaint filed by **** ** ********. In his complaint, Mr. ** ******** described his difficulty accessing his Cricket Wireless account after his phone was damaged by water and became unusable. At a store, he presented his ID and was informed that his PIN had been reset. He was then directed to use the online chat to retrieve his account number. However,during the chat with a representative, he encountered an automated system that did not disclose that it was AI. **spite providing the PIN given by the store,the system deemed it invalid and requested a one-time PIN sent to his damaged phone, without offering any alternative verification methods. Frustrated by the lack of assistance, he expressed his intention to report the issue to the *** and BBB. The chat was abruptly ended, leaving him unable to access his **********. ** ******** is requesting assistance to resolve this issue.

      We contacted Mr. ** ******** on April 15, 2025, to discuss his complaint. After speaking with him, he informed us that his concern had already been addressed, and he ported his number successfully. Mr. ** ******** confirmed that he did not have any additional questions for Cricket Wireless regarding his complaint.


      Regards, 

      Cricket Wireless ? 
      Office of the President?? 
      ***************************************** NE? 
      *******, ** 30319


    • Initial Complaint

      Date:04/11/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 1st i received a text message that mt bill was due and it was $173 when my bill is normally ******. So i made 2 attempts that day to get in touch with soneone and was disconnected and put on hold for 10 mins without a resolution. So on my due date of April 3rd, I made my payment accordingly but was charged an extra fee. But my service was disconnected because of an $8 charge that I knew nothing about. So again I called and was forced into a payment plan I never wanted after 2 hours a manager told me I had to pay it if I wanted my service restored no other options. So I made the payment of now an extra $23 and my service was still disconnected. Today, April 11th I had to pay an additional $88 just to reconnect service without any explanation as to why. This is robbery and I have made we very attempt to contact an agent who refuse to answer my questions. So instead of going to the location and doing something I might regret I am formally filing a complaint requesting my money back and I want to discontinue service but take my phone numbers with me since I have 5 lines of service. Nobody at the company is remotely concerned with how they provide and I feel it is wrong to force a consumer into something not requesting or informed of. That is robbery and I want nothing to do with the company any longer.

      Business Response

      Date: 04/22/2025

      April 22, 2025

      Better Business Bureau? 
      Online Complaint?? 

      No: 23191703
      Re: ****** *****


      Dear **********

      This correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** states she received a text message indicating her bill was $173, which was higher than her usual $165. After two failed attempts to resolve the issue, she made the payment but was charged an additional fee.Despite paying an extra $23 for a payment plan she did not want, her service was disconnected due to an unexpected $8 charge. She was then required to pay an additional $88 to reconnect her service, without any explanation. Ms. ***** is formally requesting a refund and wishes to discontinue her service while retaining her five phone numbers.

      We contacted Ms. ***** on April 14, 2025, to discuss her complaint. After reviewing her account, we confirmed she had made a $165 payment on April 3, 2025, but her service was suspended due to an $8 remaining balance. On April 4, 2025, her account was enrolled in a *********, which Ms. ***** stated she did not request when she contacted Cricket Wireless customer care. On April 11, 2025, her account was suspended again for non-payment balance due on April 10, 2025. ******** reactivated her account after making a payment of $88.

      We explained to Ms. ***** that, on March 31, 2025, the cost of device protection for two of her wireless numbers increased from $8 to $12, raising her monthly rate from $165 to $173. Ms. ***** acknowledged the information. As a one-time exception,we offered her a courtesy credit for the additional payments made to reactivate her service, which she accepted. The credit was successfully applied to her Cricket Wireless account, and provided details about her next months bill and due date.She confirmed that she would keep her same plan and insurance coverage. ******** confirmed she did not have any further questions regarding her case.


      Regards, 

      Cricket Wireless 
      Office of the President
      ***************************************** NE
      *******,********
    • Initial Complaint

      Date:04/11/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Somehow someone used my debt card to pay their phone bill. I never gave authorization for the charge. Nor do I know anyone with cricket wireless service. I have called cricket wireless several times for this issue. Also I have filed a dispute with my bank. Cricket wireless is not co-operating with my bank for the dispute for the fraudulent charge. So no reference number is available. Also at the time of this charge I was in the process of talking to my roommate on March 28, 2025 at 1:18pm. My phone devices and my computer were in another room. How can we get this resolved.

      Business Response

      Date: 04/21/2025

      April 21, 2025

      Better Business Bureau
      Online Complaint

      No: 23191517
      Re: *** *****


      Dear ********************** correspondence is in response to a complaint filed by *** *****. In her complaint, Ms. ***** states that her debit card was used without authorization to pay a phone bill for a service she does not utilize, specifically Cricket Wireless. Despite her attempts to resolve the issue by contacting Cricket Wireless multiple times and filing a dispute with her bank institution, she has encountered difficulties as Cricket Wireless has not cooperated with her bank regarding the fraudulent charge, resulting in the absence of a reference number. Additionally, she notes that at the time of the charge on March 28, 2025, at 1:18 PM, she was talking to her roommate, and her device and computer were in separate rooms.

      We contacted Ms. ***** on April 14, 2025, regarding her complaint. She stated that she cancelled her Cricket Wireless account months ago, no longer uses the service, and confirmed no one has access to her financial accounts. However, her debit card had been hacked and used with Cricket Wireless. After reviewing her old account, we confirmed it was canceled in December 2024. We also found that the card used for her past payments was not the card recently charged $40.76 without her authorization.

      We informed Ms. ***** that locating a service payment transaction requires the wireless number and authentication of the associated Cricket Wireless account. We recommended she contact her financial institution for assistance in reporting the unauthorized charges and requesting a refund.


      Regards,

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

      Customer Answer

      Date: 04/21/2025

       
      Complaint: 23191517

      I am rejecting this response because:

      I have filed multiple disputes now with my card being used. Cricket wireless says they can't do anything about it. My bank has stopped the card that was hacked and re-issued a new card. But cricket wireless is not accepting that my card was hacked and says I still have to pay for the bill. My bank says that Cricket Wireless is refusing to work with them to fulfill my dispute. So what I am responsible for someones will that I don't even know in the amount of $40.76. I'm only asking for my money back and the person who hacked my card to have to prove who they are when they pay their bill so they can't to.anyone else. 

      Sincerely,

      *** *****

      Business Response

      Date: 04/25/2025

      April 25, 2025

      Better Business Bureau
      Online Complaint

      No: 23191517
      Re: *** *****


      Dear ********************** correspondence is in response to a rebuttal filed by *** ************* her rebuttal, Ms. ***** explains that after her card was hacked, Cricket Wireless insisted she was still responsible for a $40.76 bill. Although her bank stopped the compromised card and issued a new one, Cricket Wireless reportedly refused to cooperate with her bank regarding the dispute. Ms. ***** is requesting a refund for the unauthorized charge and advocates for measures to hold individuals who use stolen cards accountable.

      We contacted Ms. ***** on April 14, 2025, to discuss her first complaint. She explained that she cancelled her Cricket Wireless account months ago, no longer uses the service, and confirmed no one has access to her financial accounts. However, her debit card was hacked and used with Cricket Wireless. After reviewing her previous account, we confirmed it was canceled in December 2024. We also found that the card used for her past payments was not the one recently charged $40.76 without her authorization.

      We contacted Ms. ***** on April 23, 2025, to discuss her rebuttal. We explained that locating a service payment transaction requires the wireless number and authentication of the associated Cricket Wireless account. Since she is no longer a Cricket Wireless customer, and cannot provide details of the account involved. We advised her to contact her financial institution to report the unauthorized charges and request a refund.

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


      Regards,

      Cricket Wireless
      Office of the President
      ***************************************** NE
      *******,********
    • Initial Complaint

      Date:04/10/2025

      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.
      The product that I received from this company is defective. The 3 day I had the phone it wouldnt work. Every week I have to go into the store for help. They were the was defective.

      Business Response

      Date: 05/05/2025

      May 1, 2025

      Better Business Bureau? 
      Online Complaint?? 

      No:23188463
      Re: ****** *******


      Dear **********

      This correspondence is in response to a complaint filed by ****** *******. In her complaint, *** ******* states that the product she received from Cricket Wireless was defective, as the device she purchased ceased functioning properly within three days of use. She states she visited a Cricket Wireless authorized retail store weekly for assistance.

      We contacted *** ******* on April 16, 2025, to discuss her complaint. After reviewing her account, we found that she contacted Cricket Wireless customer care and reported issues with her device and services. We confirmed that multiple troubleshooting steps were performed on her device, but the issue ***********. Shepard shared that she attempted to process a warranty claim but was unsuccessful.A Cricket Wireless authorized retail store representative tested the device and identified that it was not charging well and failed to operate apps effectively.

      We assisted *** ******* in processing a warranty claim and requested a replacement device. We informed her that she would need to return her defective device to ********************** and explained she would have 30 days to do so after receiving the replacement. We applied a credit to her account for the issues she experienced.

      On April 24, 2025, we spoke with *** *******, who confirmed she had received the replacement device but reported that it was stolen by a family member before she could activate it. She informed us that she had already filed a police report. We explained that the replacement device was not covered by insurance and that we could not provide a second replacement for the stolen device.

      Lastly, we provided *** ******* with upgraded device options and discount eligibility to change her device. *** ******* declined the option to upgrade her device.


      Regards, 

      Cricket Wireless 
      Office of the President
      ***************************************** NE
      *******,********
    • Initial Complaint

      Date:04/08/2025

      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.
      My mother and I share this account and she went into the Elyria OH branch that was in Chestnut Commons to purchase my children a watch and a phone. I have come to find out that this branch mishandled the transaction and in act may have cheated her on this deal. The items were purchased thru a leasing company and she was told they could be activated after they received them at Christmas. She went back into that location twice trying to activate and they gave her the run around. Told her she had to wait until the next billing cycle, etc. The then CLOSED THIS OFFICE. She then went into the Lorain branch and was told by an employee the branch was closed due to issues with staff but that we still had to wait to activate. My mother passed a few days ago and now this account is ALL MESSED UP DUE TO THEIR NEGLIGENCE!!! I want a call from this companys corporate headquarters regarding how this was handled and why an account with 4 lines and a watch is now being charged almost $170 a month!!! I WANT ANSWERS!!!

      Business Response

      Date: 04/24/2025

      April 23, 2025

      Better Business Bureau
      Online Complaint

      No: 23176957
      Re: ****** *****


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

      This correspondence is in response to a complaint filed by ****** *****. In her complaint, Ms. ***** explains that she shared her Cricket Wireless account with her mother, who visited a Cricket Wireless authorized retail store to purchase a watch and a device for her children. She later discovered that the authorized retailer mishandled the transaction, causing confusion about an activation through a leasing company. Despite multiple visits to the store, her mother was unable to activate the **********. ***** informed that the store had closed, but she continues to face delays in activation. Additionally, her mother passed away, leaving the account in disarray and incurring charges of $170 per month for four lines and a watch. ******** is seeking a response from corporate headquarters regarding the handling of this situation.

      We contacted Ms. ***** on April *******, to discuss her complaint. After reviewing her account, we found that she previously had two wireless numbers on the $60/month unlimited plan and on March 7, 2025, after proper authentication, two additional wireless numbers were added to her account, bringing the total to four lines under the $60/month plan, along with three insurance features, increasing her bill from $98 to $166. We also discovered that the order her mother placed on December 17, 2024, to add a new wireless number and a watch was cancelled on January 26, 2025, due to an incomplete activation. The service payment made with the order was applied to cover a portion of Januarys bill for the existing account.

      We also found that the device purchased on December 17, 2024, was linked to one of the recently added wireless numbers,while the watch was not activated with any of the numbers. Ms. ***** stated that she was told her watch was active with services and her bill would be $100/month.

      We offered Ms. ***** the option to activate the smartwatch plan at no cost as a one-time exception and the opportunity to downgrade her plans to the $55/month unlimited plan to decrease her bill, but she declined the offer. The call was disconnected. We attempted to contact Ms. ***** again on April 16 and 18, 2025, but were unsuccessful. ******** informed us via email on April 18, 2025, that she would contact the Better Business Bureau for further assistance, as she does not accept the resolution provided.


      Regards,

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

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