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

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  Cricket Wireless

  10006 W Florissant Ave Saint Louis, MO 63136-2102

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  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

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  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

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  Cricket Wireless, LLC

  1050 W Colfax Ave STE E & F Denver, CO 80204-2071

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:04/07/2025

  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.

  April ****** there was all service outage due to stormy weather. I had no t.v. or phone service So I called my phone company Cricket the only one I could contact to get my service turned back on. Cricket mistakenly called my service"suspended" charged me $10 the too much. I called today& Manager **** informed me that all Cricket could do is only charge me$25 next Month which is unacceptable. Either only charge$20 next Month or out the $10 back onto my card.

  Business Response

  Date: 04/21/2025

  April 21, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23171498
  Re: ***** *********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** *********. In her complaint, ************ detailed an incident on April 6, 2025, when a service outage occurred due to stormy weather, resulting in the loss of both television and phone services.She contacted Cricket Wireless, which mistakenly labeled her service as "suspended" and charged her an additional $10. Upon following up with manager ****, she was informed that Cricket Wireless could only offer a $25 charge for the next month, which she finds unacceptable, as she requests either a $20 charge for the upcoming month or a refund of the $10 that was charged to her card.
  
  We contacted Ms. ********* on April 11, 2025, to discuss her complaint. Upon reviewing her account, we found it was suspended on April 6, 2025, due to non-payment. Her payment was due on April 5, 2025, and she contacted customer care on April 6, 2025, to make a payment of $40 to restore her services.
  
  We explained that because her account was suspended, a $5 reactivation fee and a $5 assistance fee were charged for processing through customer ******* a courtesy, we offered Ms. ********* a $5 credit for the assistance fee and confirmed her account had already been credited an additional $5 due to the inconveniences she experienced. Ms. ********* accepted the offer and confirmed she had no further questions about her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:04/07/2025

  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.

  Ive asked them why I had to pay ***** last month this month they want 80:00 the supervisor said that once service is restored I should get a credit. I called ***** says that they need to verify that is working lim tired of paying for no service. I just my my bill adjusted. ******. Said that the tile was down I spoke with ****. He denied me the credit. I spoke with ********* that person also denied me the credit so the last person was ***** that she said as soon as I have service, I should be getting an adjustment., and its not happening that way

  Business Response

  Date: 04/28/2025

  April 28, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23165343
  Re: ***** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *******. In her complaint, Ms. ******* states she was charged $40 last month and $80 this month despite experiencing service interruptions. She mentioned that a supervisor from Cricket Wireless customer care indicated she would receive credit once the service was restored, but she has not received any credit on her Cricket Wireless account. Ms. ******* requests assistance to resolve this issue.
  
  We contacted Ms. ******* on April 23, 2025, to share the results of our investigation. We informed her that the serving site is under maintenance, and AT&T is actively working to resolve the issue. Our tech support team re-registered her device to improve network quality and advised her to power cycle her devices to complete the troubleshooting process. Additionally, we provided an estimated timeframe for the site tower to become fully operational.
  We contacted Ms. ******* on April 23, 2025, to share the outcome of the investigation. We explained to her that the serving site is currently under maintenance, with AT&T actively working on the issue. Our tech support team performed a re-registration of her device to enhance the quality of the network, and we advised her to power cycle her devices to complete the troubleshooting process. We shared with her the time it will take the site tower to be fully operational.
  
  We informed her about the Terms and Conditions regarding network capabilities that states: "We do not guarantee that you will receive specific network capability at any given time, including any particular network speed. Actual network speeds depend upon device characteristics, network technology, availability, coverage, tasks, file characteristics, applications and other factors." More information can be found at: ******************************************.
  
  Although network performance is not guaranteed, we offered Ms. ******* a one-time courtesy credit on her Cricket Wireless account for the network issues she experienced. She acknowledged and confirmed that she had no further questions about her case.
  
  
  Regards, 
  
  Cricket Wireless 
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:04/06/2025

  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 bought a new hotspot from Cricket dna AT-T. When it shipped and I received, it was defective. I called the number on the device, and it kept hanging up or option 1, an agent which carried me to a free medical device, which I didn't want. After about 1 week, a tech support tried to fix over the phone. I said I want a refund because there will be trouble with this device. He COULDN'T give me an address or phone number. I ****** it, sent the device back to Head Quarter Cricket **********. Cricket -AT-T has a 7 day policy. They know that it takes more than 7 days to get through to them for a tech. These devices are trash. I demand my money back. They have their device, I paid for shipping. I will report this ALL OVER THE **********

  Business Response

  Date: 05/07/2025

  May 7, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23167416
  Re: Restoni ******
  
  
  Dear ****************************** correspondence is in response to a complaint filed by Restoni ******. In her complaint, Ms. ****** reports that after purchasing a new hotspot device from ********************** - AT&T, the device was defective upon arrival. Despite multiple attempts to contact customer support, she encountered issues with the call system, which either disconnected or redirected her to unrelated services. After a week of unsuccessful troubleshooting with a technician, she requested a refund but couldnt obtain the contact information for returns. She returned the device to ********************** headquarters in *******, **, and expressed concern over the company's 7-day return policy, which she believes is unreasonable given the delays in reaching support. She demands a full refund for the defective product.

  On April 15, 2025, we spoke with Ms. ****** about her complaint. She explained that she searched online for Cricket Wireless headquarters address and returned the device to the address in **************. We informed her that we would investigate the return and scheduled a follow-up call.

  On April 16, 2025, we informed Ms. ****** that, after reviewing the online order details and return tracking number, the device had not been delivered to the Cricket Wireless return center because the correct return process was not followed. We explained Cricket Wireless return policy and provided her with the necessary instructions to complete future returns.
  We explained to Ms. ****** that, although she did not follow the correct return procedures,we confirmed the device was received at Cricket Wireless headquarters. As an exception, we processed her return request, initiated the refund process, and confirmed she would receive the refund check within 7-10 business days.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319

• Initial Complaint

  Date:04/05/2025

  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 was trying to pay my phone bill at 11:38 before 11:59 PM. I did the bridge pay but when I was trying topay it, the bill was showing higher than normal so I decided to reach out to the live chat and there was no one available because it was after I also tried calling customer service and no one was available because it was after 11. Im not sure why my phone was disconnected before 11:59PM and I was trying to make the payment at 11:38, but I ended up making the payment Close to 2 AM because I was going to wait until customer service open at 9 AM so they can explain why did the bill increased I was traveling? I had no choice but to pay the bill so Im paid the $77 which it should only been 52 after speaking with service they told me I shouldve paid the $77 and Callled in the morning but I paid the $77 later because I was hesitant on payingit because I was confused on why did it increase so I ended up just paying it anyway Now theyre telling me that theres nothing that they can do since the bill was paid after 11:59, but if I had someone to to, I have a screenshot of my call log and everything showing that I was trying to reach someone at 11:38 so I had nochoice but to pay the $77 because I couldnt reach anyone and I thought it wouldnt be a problem with them fixing the error and now telling me that Im liable for this which I dont understand if I was on Central time why did my phone get disconnected before 11:59PMThis is extremely frustrating. This will be my very last month with cricket. I never have service anyway I have so many tickets with tech. No one never gets back to me and do you think that I wanna pay an additional $30 for something that does not work no

  Business Response

  Date: 04/22/2025

  April 21, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23165161
  Re: ***** ******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** ******. In her complaint, Ms. ****** states that she attempted to pay her phone bill at 11:38 PM, but encountered issues as the bill displayed a higher amount than expected. Despite her efforts to reach Cricket Wireless customer care by chat and phone, she couldnt connect with anyone before her service was disconnected at 11:59 PM. Consequently, she made a payment of $77 close to 2 AM, believing it was necessary to resolve the situation, despite her confusion regarding the increased bill. After speaking with a customer care representative, she was informed that nothing could be done since the payment was made after the cutoff time, which she found frustrating, especially given her ongoing service issues.
  
  We contacted Ms. ****** on April *******, to discuss her complaint. After reviewing her account, we discovered that she enrolled in Bridge Pay on March 28, 2025, and her wireless account was suspended due to non-payment for the remaining balance of the Bridge Pay that was due on April 4, 2025. We informed her that payments are required to be processed before 11:59 CST. She shared that she attempted to make the payment before this time.
  
  We apologized to Ms. ****** for the inconvenience she experienced while trying to pay the remaining balance for the Bridge Pay. We offered her a one-time courtesy credit to be applied to her wireless account, but she declined, stating she was not interested in continuing her service with Cricket Wireless the following month due to the inconvenience.
  
  We informed her that, although payments are typically non-refundable, we would make an exception and issue a refund for the additional payment she made to reactivate her service. We explained that the refund would take 3 to 5 business days to return to the original payment method.We also assured her that her experience would be escalated to the executive leadership team for further internal investigation. Additionally, we performed a troubleshooting process to enhance the quality of her network, and after rebooting her device, she confirmed her services worked as expected.
  
  Lastly, we provided Ms. ****** with contact information for our customer care center. She accepted the resolution and had no further questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

• Initial Complaint

  Date:04/04/2025

  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 and service through Cricket Wireless. The phone I had had gotten damaged I sent to have it replaced. I have received bad phones repeatedly. I have lost out on money because I have not been able to use the service at times. The company refused to fix the issue or problem. Instead the want me to again send the phone back without another phone and lose out on more money. I was told I would receive another phone after a process. This means I lose more money.

  Business Response

  Date: 05/06/2025

  May 5, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23161873
  Re: ****** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *******. In her complaint, Ms. ******* states she purchased a new device and service with Cricket Wireless. Her original device was damaged, and upon sending it back to get a replacement, she received multiple defective devices. She states that Cricket Wireless is refusing to fix the issue, and instead of resolving it, she has been asked to return the defective device without receiving a replacement first. Ms. ******* is requesting a resolution to his issue.
  
  We contacted Ms. ******* on April 18, 2025, to discuss her complaint. After reviewing her account, we outlined the options for replacing her device: filing a warranty claim for software malfunctions or an insurance claim if her device is covered under a protection plan. Ms. ******* informed us that she had already contacted both centers but does not wish to file a claim, as she cannot be without a device during the replacement process.
  
  We offered Ms. ******* a one-time exception to replace her device with a different make and model. We would also provide a shipping label to return the defective device, allow her to activate the new device, and then return the defective one. Ms. ******* accepted the offer.
  
  On April 23, 2025, we spoke with *********** who confirmed she had received the replacement device. However, she expressed concern that it included only a charging cord and not a charging box.We explained that the contents of the devices box are determined by the manufacturer, not Cricket Wireless. She stated that she would purchase a charging box and contact us later to complete the device activation.
  
  On April 30, 2025, Ms. ******* informed us that she had activated her device. As a courtesy, we applied a one-time credit to her Cricket Wireless account for the time she was without service. She confirmed she had no further questions about her complaint.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23161873
  
  I am rejecting this response because: The device sent to me is not the device I was told that I would be sent and I have been having issues with this phone the same as the others. I tried calling and messaging both ***** and Fabiosa but neither one as responded back.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/13/2025

  May 13, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23161873
  Re: ****** *******
  
  Dear **********
  
  This correspondence is in response to a rebuttal filed by ****** ******** In her rebuttal,Ms. ******* states that she rejects our response because the replacement device that she received is not the one that was promised. Additionally, she states that she is experiencing the same issues that she had with her previous ********** Bartley is requesting a resolution to this issue as she states that she tried contacting Cricket Wireless but has had no success.
  
  On May 9, 2025, we contacted Ms. ******* to address her complaint. During the discussion, we confirmed that on April 18, 2025, ********** had agreed to receive a replacement device for a different make and model, as her original device was no longer available.
  
  Ms. ******* expressed a concern regarding a default app installed on her replacement device, which was causing persistent pop-**** She explained that these pop-*** were interfering with her ability to use the device properly and were also causing issues with phone calls. To address this issue, we helped troubleshoot both the device and the service. Ms. ******* agreed to test the device after troubleshooting and to contact us if further assistance was required.
  
  On May 10, 2025, we followed up with Ms. ******** She confirmed she was able to deactivate the app, and her device is now functioning as expected. Ms. ******* confirmed that no additional assistance is needed from Cricket Wireless.
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising 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 started cell service with Cricket in mid January of 2025. I specifically asked if I would be able to use my phone while in the ** as I was going to ******. I was assure that as long as I had ************ I could call home to the **. When I arrived in the ** I had NO cell phone service even on WIFI. My wife went into the store and made a 100$ payment and they told her the same that they told me, as long as I am on wife I could call. The is NOT the case. Because of this, I had to purchase a UK phone in order to contact my family back home. I got back to the US on the 2nd of April and immediately contacted Cricket corporate office, they directed me to go to the store and I would be given the refund. The store refused, saying it was Cricket corporate that had to issue the refund. I spent over 30 minutes talking to corporate just now and they are REGUSING a refund even though the man said on a RECORDED line that I was NOT given all of the information and even though I was NOT able to use my service per what I was told. I want ALL of the money I paid back. It is the start up fees and 1st month as well as the February 2025 payment.

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23161856
  Re: ******** **********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******** **********. In her complaint, ************* states that she began cell service with Cricket Wireless in mid-January 2025 and was assured she could use her phone in the ** as long as she had ************** However, upon arriving in the **, she discovered she had no cell service, even with Wi-Fi, and had to purchase a UK phone to contact her family. After returning to the US on April 2, 2025, she contacted Cricket Wireless' corporate office, which directed her to the store for a refund. The store refused, stating that only corporate could issue refunds. After spending over 30 minutes on the phone with corporate, her refund request was denied,even though corporate admitted she was not fully informed about her **********. ********** is seeking a full refund of her startup fees, the first month's payment, and the February 2025 payment.
  
  We contacted Ms. ********** on April 7, 2025, to discuss her complaint. After reviewing her account, we found that she activated services on January 24, 2025, but her account showed no usage since activation. We explained that, according to Cricket Wireless Terms and Conditions,  service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Full Terms and Conditions can be found at: ******************************************.
  
  We informed Ms. ********** that, even though payments are non-refundable, we made an exception and issued her a refund. We explained that the refund check would arrive by mail within  7 to 10 days. She confirmed she was satisfied with the resolution and had no further questions for Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

  Customer Answer

  Date: 04/18/2025

   
  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:04/04/2025

  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.

  During 3 consecutive ******** 1; Went to Cricket Wireless for 2 new iphones and numbers, and 2 numbers transferred to cricket wireless. Was informed that only 1 phone was in stock and the other would be in next ******* 2; Went to pick up 2nd iphone, and purchased a ******** phone, instead, with the understanding there was 5 day return ********** 3: Returned to store to return unused ******** phone.Problem; Cricket would not let us return/exchange ******** phone phone for original desired iphone, Because we had changed from an I phone to a ********. Stating " We cannot accept the phone back because you changed your calling plan. The phone remains unused. I would like to return phone as promised...

  Business Response

  Date: 05/01/2025

  May 1, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23159617
  Re: **** ********
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by **** ********. In his complaint, *** ******** states that he visited a Cricket Wireless authorized retailer store to purchase two new devices and transfer two existing numbers from another company. While one device was available, the other was not, and he was advised to go back to the retailer the following day. *** ******** went back to the store as instructed and purchased the new device with the understanding that he would have five days to return it if needed. However, when he attempted to return the unopened and unused device,they refused to assist him with a full refund for the order. *** ******** is requesting a resolution to this issue.
  
  We contacted *** ******** on April *******, to discuss his complaint, and spoke to his wife. We attempted to authenticate the account to properly investigate the complaint, but we were unsuccessful. We scheduled a callback at a different time to complete the account authentication.
  
  On April 15, 2025, Ms. ******** successfully authenticated the account. We explained that Cricket Wireless provides a 7-day return policy for qualifying devices. Since the ***** period had already passed, we made a one-time exception and offered to send her a return label to return the device and provide her with a full refund as account credit upon the return, which she accepted.
  
  By April 29, 2025, we confirmed that the device was returned successfully, and we processed the credit on her Cricket Wireless account for the full amount paid for the order. We provided her with the next account balance and due *******. Townsend confirmed that no additional assistance is needed from Cricket Wireless.
  
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:04/01/2025

  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.

  Ordered a ******** G phone from Cricket Wireless on March 5th, 2025. It was shipped but we never received the package. It was returned to sender due to the delivery drivers negligence. Cricket Wireless received the phone back on the 11th. We contacted cricket and they said they would issue a refund and it will be on the card used to purchase the phone in 7 to 10 business days. That was on the 12th. When we called them on the 21st of March they said that the refund has not been issued yet and that they issue it and it would be on the card on the 31st. It is now the first of April and still no refund. There is no reason it should take this long for a refund of $55. I feel as if we have been scammed.

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  Better Business Bureau? 
  Online Complaint
  
  No: 23146801
  Re: ***** **********
  
  
  Dear ****************************** correspondence is in response to a complaint filed by ***** **********. In her complaint, Ms. ********** states that she ordered a ******** G device from ********************** on March 5, 2025. The device was shipped but never received due to the delivery driver's negligence.The package was returned to the sender, and Cricket Wireless confirmed receipt on March 11, 2025. After contacting Cricket Wireless customer care, she was informed on March 12, 2025, that a refund would be issued to the card used for the purchase within 7 to 10 business days. However, when she followed up on March 21, 2025, she was informed the refund had not yet been processed and would be completed by March 31, 2025. As of April 1, 2025, she has still not received the refund of $55, leading her to feel as if she has been scammed. ************* is requesting assistance to resolve this issue.
  
  We contacted Ms. ********** on April ******, to discuss her complaint. After researching her online order information,we confirmed that the device was returned to our Cricket Wireless warehouse on March 11, 2025. We offered Ms. ********** the option to continue service with Cricket Wireless and have the device reshipped, which she accepted. We informed her that we would request the device to be reshipped and scheduled a follow-up call. On April 5, 2025, she confirmed via e-mail that she received the package with the new device.
  
  On April 7, 2025, we contacted ************* and activated the new device, which she confirmed worked as expected. We provided information about her next due date and bill. Additionally,we informed her that her experience had been escalated to the executive leadership team for further investigation. Ms. ********** confirmed she had no additional questions regarding her complaint.
  
  
  Regards,
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** *****

• Initial Complaint

  Date:03/31/2025

  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.

  On March 26, 2025, I purchased a backup phone from a Cricket Wireless Authorized Retailer in ******, ***********. According to the return policy displayed in-store, on the receipt, and on Crickets website, I was eligible for a full refund within 7 days of purchase, as long as all original components were returned.Within that 7-day window, I returned the phone along with all accessories and components. However, the store refused to honor the refund solely because the box was torn. At no point did the return policy mention that the packaging must be in perfect condition to qualify for a refund.I contacted Cricket Wireless customer service via chat for assistance and was told there was nothing they could do. This response was extremely frustrating, especially since I followed the clearly stated return policy. The stores reasoning is not only unfair but also misleading.I am requesting that Cricket Wireless honors its stated return policy and issues a full refund for the returned phone. I am also requesting that they review this stores return practices to ensure other customers are not treated the same way.

  Business Response

  Date: 05/05/2025

  May 5, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23140211
  Re: ****** ****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ****. In her complaint, Ms. **** stated that on March 26, 2025, she purchased a backup phone from a Cricket Wireless authorized retailer in ******, ***********, and returned it within the 7-day window for a full refund, as outlined in the store's return policy. Although she returned the phone with all its original components, the store refused to issue the refund, citing a torn box, a condition not mentioned in the return policy. Ms. **** contacted Cricket Wireless customer service for help, but was told nothing could be done, leaving her frustrated with the store's misleading practices. She requests that Cricket Wireless honor the return policy by issuing a full refund and review the store's return procedures to prevent similar issues for other customers.
  
  On April 11, 2025, we spoke with Ms. **** regarding her complaint. We informed her that her experience had been escalated to our executive leadership team for the store's location and assured her that they would investigate further with the store manager and staff. Additionally, we explained that we would assist her in generating a return label, even though the 7-day window had passed, and that a refund would be issued as a one-time exception once the device was returned.
  
  On May 1, 2025, we confirmed that the merchandise had been returned to our warehouse; therefore, we contacted ******* on May 3, 2025, to follow up on her case. Ms. **** agreed to receive the refund in the form of account credit. We applied the credit to her Cricket Wireless account and shared information regarding her next bill and due *******. Byrd confirmed that she was satisfied with the resolution and stated no further assistance was needed.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:03/31/2025

  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.

  On January 27th I went into cricket and bought an iPhone 16 plus with my debit card using my ******* Wallet. Tapped to pay. I got home and I realized on the receipt that there was a phone and A. Watch the watch was not something I was informed of or did not like the. Fact that I was lied to and they clearly kept the watch. So I returned the phone the next asked for a receipt. They said they don't give out paper receipts. It was on the phone that I returned. I have a statement from my bank showing that I paid the money though I also have a receipt showing that they supposedly returned the money. However, they put it in the wrong name and put it on the wrong card. I have.Been fighting with them for 3 months to get my money back. Every time I go up there they threaten the police on me. They tell me I am going to be trespassed from the property. And I don't want to deal with the police so I leave. They are running a very fraudulent business. And I need my money. 

  Business Response

  Date: 04/24/2025

  April 24,2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23128440
  Re: ******* *********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******* *********. In her complaint, Ms.********* ********* an incident on January 27, 2025, when she purchased an iPhone 16 Plus using her debit card through ******* Wallet. Upon reviewing her receipt at home, she discovered that an Apple Watch had been included in the transaction without her knowledge, even though she did not receive the watch.She returned the device the next day but was told that paper receipts were not provided, despite having a bank statement confirming her payment. For three months, she has been trying to retrieve her funds, as the refund was incorrectly issued to a different name and card. Each visit to the authorized retailer has resulted in threats of police involvement, leaving her frustrated and concerned about the business practices she has experienced.
  
  We contacted Ms. ********* on April 2, 2025, to discuss her complaint. After reviewing her account, we confirmed that she processed her return on February 5, 2025. Ms. ********* stated that she has not yet received the refund and noted that the refund receipt shows a different card number that does not belong to her. We informed her we would investigate further and scheduled a follow-up call.
  
  We attempted to contact Ms. ********* on April 21 and 22, 2025, but were unsuccessful. Should she still require assistance, we encourage her to contact *******, Cricket Wireless Office of the ********* Manager at: ************.
  
  
  Regards,
  
  Cricket Wireless
  Office of the *********
  ***************************************** NE
  *******,********