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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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.

Initial Complaint
Date:03/24/2025
Type:Customer Service 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 was iPhone was stolen and upon reaching out I could not get any help because I had to have a pin to access my account. Since I don't have my phone it's not way possible to reset my pin. This is a hindrance to anyone who may have got their stuff stolen and have bad memory. You should not lock a person out of their own account and force them to come to stores to regain access as not everyone has mobility access. I had just reached out about $70 being taken and instead of it being reimbursed it was used to pay for 1 month and get another month free which wasn't fair but I agreed anyways. Now my device is gone and I'm going through the same thing. I am tired at this point and I want my $70 reimbursed and my phone line cancelled. The phone was ************ and it was an iPhone *************************************************** to not be able to get any access to my account to stop them from using it is a disgrace. I'm highly disappointed with all the customer service and support that ******************** has as it leads to nothing until a super high up CEO reaches out. It should not have to go so far up in command to solve a problem that requires a simple disable phone number and service. Now I have sent a link to my stolen phone which someone can now access my account because the customer service *****. I will no longer support cricket as I have and send customers there.
Business Response
Date: 04/14/2025
April 14, 2025

Better Business Bureau
Online Complaint

No: 23103499
Re: ********* ******

Dear **********

This correspondence is in response to a complaint filed by ********* ******. In his complaint, Mr. ****** expresses his frustration regarding the theft of his iPhone 14 Pro Max and the inability to access his account due to a PIN requirement, which he cannot reset without his device. He explains the challenges faced by individuals with mobility issues who are forced to visit a store for assistance. Additionally, he mentions his dissatisfaction with a previous reimbursement issue where $70 was used to pay for a month of service instead of being refunded. Mr. ****** is seeking reimbursement for the $70 and wishes to cancel his wireless number,citing disappointment with the customer service experience and concerns about account security following the theft.

We contacted Mr. ****** on March *******, to offer him an alternate resolution to his complaint. As a one-time exception, we offered a free replacement device for the difficulties he experienced, and he agreed. On April 1, 2025, Mr. ****** confirmed that he received the replacement device, and we assisted him in activating it on his Cricket Wireless account. Mr. ****** requested to change his wireless number and have his old device reported as lost/stolen.

We completed the number change, added his old device to the blocklist, and created a new account for his new ********************** number. We provided him with information about his next due date and amount to pay. Mr. ****** confirmed he was satisfied with the resolution and stated he did not have additional questions regarding his complaint.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:03/21/2025
Type:Order 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.
will not let me pay on time on line this is what appears ..Error Oops!Looks like we're having a problem with our system. Please try again ************ Your Secure Payment Information. this has happen 4 times in the past when I'm late its 5 dollar late fee
Business Response
Date: 04/01/2025
April 1, 2025

Better Business Bureau
Online Complaint

No: 23097426
Re: ********* ******

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

This correspondence is in response to a complaint filed by ********* ******. In his complaint, Mr. ****** states that he is not able to make his payment on time due to an error message he gets when attempting to pay online. He adds that this issue has happened four times in the past, and he gets charged a $5 fee when he pays late. ********* is requesting assistance to resolve this issue.

We contacted Mr. ****** on March 24, 2025, to discuss his complaint. He requested not contact him anymore about his complaint and declined our help.Should Mr. ******* decide he does require assistance with his concern, he may contact ********* Cricket Wireless Office of the ********* Manager at ************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
******** ********
Initial Complaint
Date:03/20/2025
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 have not service literally, I basically use the phone with WIFI, I called cricket, well actually was a chat the *** told me that I dont have service because the tower near me is broken, I friendly asked to unlock my phone so I can get a temporary service from other networks, they refuse to help me out, I need a phone service and not keep waiting utill they fix it.Please BBB can u help me to get my phone unlocked so I can get service while they repair the tower
Business Response
Date: 04/14/2025
April 14, 2025

Better Business Bureau
Online Complaint

No: 23096161
Re: *** ***

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

This correspondence is in response to a complaint filed by *** ***. In his complaint, Mr. *** stated that he currently has no service on his phone as he relies on Wi-Fi for connectivity.He contacted Cricket Wireless and learned that the nearby tower is broken,which was the reason for his lack of service. He requested assistance in unlocking his phone to obtain temporary service from other networks, but his request was denied. He expressed the urgency of needing phone service and is seeking help to unlock his phone while waiting for the tower to be repaired.

We contacted Mr. *** on March *******, to discuss his complaint. After reviewing the device information, we found that it has been used with the Cricket Wireless network for one month and was not eligible to be unlocked yet. We explained to him the part of the Cricket Wireless device unlock policy that requires a six-month tenure, as stated in the Terms and Conditions of Service. We informed him of the potential unlock date and assured him that we would unlock his device after completing the tenure required.

After performing an initial network investigation, we confirmed that there are voice and data incidents at the address that he provided. We performed troubleshooting to improve the quality of the network, and we scheduled a callback to follow up.

We contacted Mr. *** on April 7, 2025.He reported having only one signal bar and no mobile data. We explained that the voice and data issue was still affecting his area and would be resolved on April 10, 2025. Additionally, we informed him that his 5 GB of high-speed data included in his $30-month plan was already used and would not renew until his next bill cycle. We offered to upgrade his rate plan at no cost, but he decided not to make any changes. We recommended he continue using Wi-Fi for data connection.

Lastly, we explained to Mr. *** that while we do not guarantee the availability of the wireless network or services, we offered him a free month of service for the network issues he has experienced. ****** accepted our offer, and we successfully applied the credit to his Cricket Wireless account. He stated he would wait until the network is restored and his device meets the tenure requirements. He confirmed he had no further questions regarding his complaint.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Initial Complaint
Date:03/19/2025
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 bought my phone ,had cricket service for almost 7 months . 7 months of h*** I want to swap carriers and cricket refuses to unlock my phone
Business Response
Date: 04/04/2025
April 2, 2025

Better Business Bureau?
Online Complaint

No: 23088764
Re: ***** ******

Dear ****************************** correspondence is in response to a complaint filed by ***** ******. In his complaint, Mr. ****** states that he has had Cricket Wireless service over the past seven months, and he wishes to switch carriers but has encountered difficulties as Cricket Wireless refuses to unlock his wireless device, preventing him from making the transition he desires. Mr. ****** is requesting assistance to unlock his device.

We contacted Mr. ****** on March *******, to discuss his complaint, and spoke with his wife ***** ******. She informed us that Mr. ****** was not available and confirmed that she was not part of his wireless account. We scheduled a call back.

We attempted to contact Mr. ****** on March 28, and 31, 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:03/18/2025
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.
When i signed up for a new cricket service they didn't offer me any promotion like a iPhone 13 for *****
Business Response
Date: 04/02/2025
April 2, 2025

Better Business Bureau
Online Complaint

No: 23082650
Re: ******* *******

Dear **********

This correspondence is in response to a complaint filed by ******* *******. In his complaint, Mr. ******* states that when he signed up for Cricket Wireless service, he was not offered any promotion for a new device, such as the iPhone 13 for $29.95.

We contacted Mr. ******* on March *******, to discuss his complaint. He explained that he found a social media post where Cricket Wireless offered a promotion for an iPhone 13 for $29.95, but the representative who activated his account never mentioned this promotion, and he would like to get it. We explained to Mr. ******* that this promotion requires porting a phone number to Cricket Wireless, and the activation is eligible online or by visiting a Cricket Wireless authorized retailer. Unfortunately,since his account is already active, he is not eligible for this promotion.

After reviewing Mr. ******** account,we discovered that his line is eligible for device upgrade discounts. We recommended he review the available options through the website or visit the closest Cricket Wireless authorized retail store. He understood the information and requested help activating a physical SIM card instead of an eSIM, to which ********** agreed to visit an authorized retailer for the activation process.

On March 22, 2025, Mr. ******* informed us he had activated the physical SIM card. We provided him with a one-time courtesy credit on his account for the inconvenience he experienced.He confirmed that he did not have any further questions for Cricket Wireless regarding his complaint.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 04/02/2025

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:03/18/2025
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 3/13/25, purchased a ******* A15 phone from Cricket Store, #***. Total purchase: $160.57. Upon arriving home, I attempted to fully charge the phone, using the charge cord included in the sale. However, the cord was defective, so I threw it away, as I have plenty of cords. I gave myself several days to get used to the phone, but I absolutely hated it. I was used to having an iphone, but I was trying to save money because my husband is a federal employee and the status of his job is uncertain. I am also elderly and retired. On 3/17/25, I attempted to return the phone in excellent condition (minus the defective cord) with the receipt and informed them that I wanted to purchase an iphone: total purchase $694.29. I was informed that the phone was ineligible to be returned because I did not include the original (defective) charging cord. I offered to purchase a new cord from them to include in the return and was told that was not allowed. I decided to still purchase the iphone but told the sales person I was going to file a complaint. I called the Cricket customer service line, and they said the same thing as the store. So now I am filing a complaint with BBB.
Business Response
Date: 04/01/2025
April 1, 2025

Better Business Bureau
Online Complaint

No: 23081023
Re: ******* **********

Dear ********************** correspondence is in response to a complaint filed by ******* **********. In her complaint, Ms. ********** detailed her experience after purchasing a ******* A15 phone from a Cricket Wireless authorized retail store on March 13, 2025, for $160.57. Upon attempting to charge the phone with the included cord, she discovered it was defective and discarded it. After multiple days of use, she found the phone unsuitable for her needs and decided to return it on March 17, 2025, in excellent condition, along with her receipt, intending to purchase an iPhone instead. However, she was informed that the return was ineligible due to the absence of the original charging cord, which was defective, despite her offer to purchase a new cord for the return, and was informed it was not permitted.

We contacted Ms. ********** on March 20, 2025, to discuss her complaint. After reviewing the account and invoice, we found that Ms. ********** purchased a new device and was charged for a screen protector and case for her device. We explained that because the device was not returned with the original charging cord, the return could not be processed. We made an exception and provided Ms. ********** with a return label to return the device to our warehouse and initiated a refund request.

On March 26, 2025, we confirmed we received the device and explained to Ms. ********** that even though payments are non-refundable and accessories sales are final, we offered to apply a courtesy credit to cover the amount charged for accessories on her Cricket Wireless account. Additionally, we confirmed that a full refund for the device was processed and advised her it would take 7 to 10 business days to receive the refund to her mailing address.

Ms. ********** confirmed that she was satisfied with the resolution and had no other questions regarding her complaint.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 04/01/2025

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,

******* **********
Customer Answer
Date: 05/08/2025
Regarding my previous complaint, Consumer Complaint #********, against Cricket Wireless. I received correspondence (and phone calls) from *******, in the ******************* She agreed to issue me a refund check in the amount of $84.79 for the return of my phone. This agreement was agreed upon more than a month ago, and I still have not received my refund check. In addition, attempts to contact ******* have been unsuccessful. The original purchase date was March 13, 2025.

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

Better Business Bureau
Online Complaint

No: 23081023
Re: ******* **********

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

This correspondence is in response to a rebuttal filed by ******* **********. In her rebuttal, she stated that she had received communication from ******* in the ******************* who agreed to issue a refund check of $84.79 for the return of her phone. This agreement was made over a month ago, yet she has not received the refund check. The original purchase date of the phone was March 13, 2025, and Ms. ********** is requesting a resolution to her issue.

We contacted Ms. ********** on March 20, 2025, to discuss her original complaint. After reviewing the account and invoice, we found that Ms. ********** purchased a new device and was charged for a screen protector and case for her device. We explained that because the device was not returned with the original charging cord, the return could not be processed. We made an exception and provided Ms. ********** with a return label to return the device to our warehouse and initiated a refund request.

On March 26, 2025, we confirmed we received the device. Additionally, we confirmed that a full refund for the device was processed and advised her it would take 7 to 10 business days to receive the refund to her mailing address.

We spoke to Ms. ********** on May 9, 2025, to discuss her rebuttal. We apologized to her and explained that we would investigate the refund check that was originally issued. On May 14, 2025, we emailed Ms. ********** to inform her of that a new check has been issued, and it would take 7 to 10 business days to receive the new refund check to her mailing address. We will follow up with ************* in 10 days to ensure she has received her refund check.

Regards,

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

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:03/15/2025
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.
Cricket wireless ****** store advertises that they are able to keep cellphone number for short term traveling customers. I have been a long time ********************** customer with number **********. I have never been late on paying my bill for them. On 9/13/2024, I went to the cricket ****** store and told the store that I was going to traveling overseas for 6 months, so they charged me for 60 dollars for the number keeping service. However on 3/10/2025, when I was back from ***** and I went to the store to claim my number. They suddenly told me that they are not able to get my number back due to system error. Then I connected with some other people who did the same business keeping number with cricket ****** like me, I told them my situation and they told me they are totally fine. They have no problem on getting their number back at all. So the store is completely lying. If the system is wrong, why only me was affected. They must take the immediate action to take my number back.
Business Response
Date: 04/03/2025
April 3, 2025

Better Business Bureau?
Online Complaint

No: 23060105
Re: **** ***

Dear ************************** correspondence is in response to a complaint filed by **** ***. In her complaint, Ms. *** details her experience as a long-time Cricket Wireless customer who paid $60 as advised at the authorized retail store to retain her wireless number while traveling to ***** from September 13, 2024, to March 10, 2025. Upon returning to the Cricket Wireless authorized retail store on March 10, 2025, she was informed that a system error prevented the retrieval of her number, despite other customers not encountering similar issues. Ms. *** expresses her frustration over the situation, as she currently has no phone number available and is unable to carry out essential tasks without it. She seeks immediate assistance in resolving this matter.

We contacted Ms. *** on March *******, to discuss her complaint. Ms. *** did not have enough information to authenticate her Cricket Wireless account. We informed her that before we could open her account to investigate her concern and share our findings, we must authenticate her Cricket Wireless account as part of our security and privacy policy. More information about account access can be found at ******************************************.

On March 21, 2025, Ms. *** shared via e-mail documents supporting account ownership. After reviewing her account, we found that her number was canceled on September 13, 2024. We informed Ms. *** that we would start the process of recovering her wireless number.

We contacted Ms. *** on March *******, to share with her that we had successfully recovered her number. We applied a courtesy credit to her Cricket Wireless account and shared with her information regarding her next due date and bill. Lastly, we explained that we escalated her experience to the executive leadership team that works with this authorized retailers management team for store location to investigate further internally. Ms. *** confirmed she did not have additional questions regarding her complaint.

Regards,

Cricket Wireless
Office of the President??
***************************************** NE?
*****************
Customer Answer
Date: 04/03/2025

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:03/15/2025
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.
I added my son easily for a 2nd line on my phone plan online through the cricket site years ago. When trying to remove him online through the same company site and app, cricket makes it impossible to terminate the 2nd line. I had to turn off auto pay until my son could get in contact with a representative over the phone to cancel the 2nd line. I wanted to make sure it was off and then went back to the site upgraded my plan and had auto pay turned back on. Cricket charged me for the upgrade in plan on the 14th, my auto pay was turned on, but shut my phone off the next day the 15th. Cricket also is requiring me to pay an extra 15 on top of my bill for a reconnect fee. This is my only number I've had for work,school, etc for many years. Knowing I've used this same number I feel this company uses dirty tactics to scam more money from customers without giving the same ability to remove lines or plans as they do when adding. Cricket uses tactics that are very poor quality and will scam loyal customers. I want my reconnect fees back in my account and I want ******************** to be held responsible for misrepresentation of their site to potential customers. You cannot remove plans or lines without jumping through their hoops and the only protection you have from getting overcharged is to shut off auto pay until you can finally contact a representative to resolve the issue, but they still are charging the customer extra for reconnect fees to be able to squeeze more money out of them
Business Response
Date: 04/08/2025
April 8, 2025

Better Business Bureau
Online Complaint

No: 23070061
Re: ******* ****

Dear ********************** correspondence is in response to a complaint filed by ******* ****. In her complaint, Ms. **** states she encountered difficulties removing her son's line from her account plan through the Cricket Wireless website. After turning Auto Pay off, she upgraded her rate plan and turned Auto Pay on again; however, her services were suspended the following day, despite Auto Pay being reactivated. Additionally, she was charged a $15 reconnect fee, which she believes is an unfair practice by Cricket Wireless, as it complicates the process of managing plans and lines while penalizing loyal customers with extra charges and is not giving customers the ability to remove lines or plans as they do when adding. Ms. **** seeks a refund for the reconnect fee.

We attempted to contact Ms. **** on March 24, 27, and 31, 2025 but were unsuccessful. Ms.
**** responded to our contact attempt e-mail and requested a refund for the unused service. We responded and informed her that we must authenticate her Cricket Wireless account as part of our security and privacy policy over a phone conversation before we can access her account.

Should Ms. **** still need assistance,she can contact *******, Cricket Wireless Office of the ********* Manager, at **************.

Regards,

Cricket Wireless
Office of the *********
***************************************** NE
*******,********
Customer Answer
Date: 04/14/2025

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. Cricket services credited my cell account for the month.

Sincerely,

******* ****
Initial Complaint
Date:03/13/2025
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.
Already made a bridge pay and was having trouble making a payment online to keep my phone on. They want me to pay another 100 dollars to put my phone back on.
Business Response
Date: 04/01/2025
April 1, 2025

Better Business Bureau
Online Complaint

No: 23059527
Re: ****** ****** ******

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

This correspondence is in response to a complaint filed by ****** ******. In his complaint, *** ****** stated that he had already set up a Bridge Pay but was experiencing difficulties making an online payment to keep his wireless service active. *** ****** expressed frustration at paying an additional $100 to restore his phone service.

We contacted *** ****** on March 17, 2025, to discuss his complaint. After reviewing his account, we confirmed that his wireless number was suspended for non-payment due to an outstanding balance after missing the second payment required to end the Bridge Pay. Additionally, we clarified that when a line is suspended due to non-payment, the entire monthly rate plan plus a reactivation fee is required to reactivate service.

We shared alternative payment options with *** ******,and although we did not find any issues with our self-service payment channels,we applied a one-time courtesy credit to his account for the inconvenience. He mentioned that he still needed time to collect the remaining amount to restore his services, and we offered a callback to assist him with the payment. On March 26, 2025, we helped Mrs. ****** with completing the payment on their account, and we provided her with the expectations about the next due date and balance.

She confirmed that she had no further questions regarding their case.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Customer Answer
Date: 04/01/2025

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:03/12/2025
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.
On 1/29/24 My number was ported out of my Visible Wireless account without authorization. My account was hacked by an unknown party. That same day, Visible immediately disputed the port out of my number. Cricket has completely ignored the dispute. As weeks went by, my number was used fraudulently to hack all of my accounts and social media. Identity theft has taken place with my information, and continues as we speak. No one will stop this. This bad actor has been responding to my friends and family and using my number without my consent. Cricket has not done anything to stop this. This has put me in severe distress. I no longer have access to my number. I started to call Cricket every day to retrieve my number back and they were very nasty and accused me of harassment. I NEED MY PHONE NUMBER BACK. It has been over one month, and my number has not been returned. Cricket has allowed this fraudulent activity to occur with my personal information and phone number. All efforts to recover my phone number have been ignored and stalled. Cricket wireless has hijacked my phone number. I believe this has been done by a cricket employee. CRICKET WIRELESS HAS RUINED MY LIFE. I AM SO ANGRY. CRICKET WIRELESS HAS BOTCHED THIS INVESTIGATION AND I NEED MY NUMBER BACK IMMEDIATELY. THIS COMPANY SHOULD BE SHUT DOWN. THEY VIOLATE FEDERAL LAW AND NO ONE HAS ENFORCED ANY REGULATIONS ON THIS COMPANY'S FRAUDULENT AND DECEPTIVE PRACTICES. THIS IS UNACCEPTABLE. CRICKET IS A COMPNAY THAT ENABLES FRAUD AND ALLOWES IDENITTY THEFT! HOW IS THIS ALLOWED? I NEED MY PHONE NUMBER RETURNED TO ME IMMEDIATELY THIS IS ABSOLUTELY RIDICULOUS. PLEASE RETURN MY PHONE NUMBER NOW AND STOP ALLOWING THIS FRAUD.
Business Response
Date: 04/11/2025
April 11, 2025

Better Business Bureau?
Online Complaint??

No: 23053105
Re: *** ******

Dear ********************** correspondence is in response to a complaint filed by *** ******. In his complaint, Mr. ****** states that his phone number was ported out of his Visible Wireless account without authorization, leading to a significant breach of his personal security. He alleges that his account was hacked by an unknown party, resulting in fraudulent use of his number and identity theft, which has caused him severe distress. Despite Visible Wireless disputing the port, he claims that Cricket Wireless has ignored these efforts and has not taken action to recover his phone number,which a bad actor has used to contact his friends and family without his consent. Mr. ****** expressed frustration over the lack of support from Cricket Wireless, stating that his attempts to retrieve his number have been met with hostility, and he believes that the situation has been mishandled, leading to a detrimental impact on his life.
We contacted Mr. ****** on February 20, 2025, to discuss his complaint. We explained to Mr. ****** that we had escalated his concern for further investigation to the appropriate departments within Cricket Wireless and informed him that they would collaborate with Visible Wireless for a resolution. We encouraged him to contact his original provider for additional information and other details regarding the claim's status.
After conducting a thorough investigation, Cricket Wireless has not found indications of fraud sufficient to return the number at this time.

Regards,

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

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