Complaints

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

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless, LLC

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless, LLC

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

• 

  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

• 

  Cricket Wireless, LLC

  1120 Lancaster Dr NE Salem, OR 97301-2933

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:04/04/2025

  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:04/01/2025

  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:03/28/2025

  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.

  We received a text from Cricket on March 27th stating we owed $9 we went in 7 times trying to pay the amount and the website would not let us and gave us the error "OOPs looks like we are having a problem with our system please try again later". After numerous chats (and being disconnected by their **** without notice or resolution we finally find out that there was a $100 reversal in October, so we were not suppose to be able to pay online since then; yet they were taking our monthly autopmt every month of $150. We have no idea what this $100 reversal by our bank was, but it was not initiated by us. We had 6 pending charges of $9 on 3/27/25 and one of $24 on 3/28/25 trying to rectify anything due because no one had any idea why our pmt was not being "received" although showing pending on our end. Only after calling their 611 line were we able to confirm that these pmts were processed but they were not "receiving" them because they had (partially) blocked our ability to pay online, due to no fault of our own and with no notification of such "suspension" either. Their resoltion was for us to go into the store and make, pmts which is absolutely ridiculous.

  Business Response

  Date: 04/14/2025

  
  April 14, 2025
  
  Better Business Bureau?
  Online Complaint??
  
  No: 23128754
  Re: **** ******
  
  Dear ************
  
  This correspondence is in response to a complaint filed by **** ******. In her complaint, Ms. ****** details her experience with Cricket Wireless, where she received a text on March 27, 2025,indicating an outstanding balance of $9. Despite making seven attempts to pay this amount online, she encountered a persistent error message stating,"Oops looks like we are having a problem with our system. Please try again later." After multiple chats with customer service, which ended abruptly without resolution, she discovered a $100 reversal from October that had restricted her online payment capabilities, despite her monthly Auto Pay of $150 continuing without issue. On March 27, 2025, she had six pending charges of $9 and one of $24 on March 28, 2025, as she sought to resolve the payment issue, which was ultimately confirmed through a call to customer service ******* resolution provided was to make payments in a store, which she found unreasonable given the circumstances.

  We attempted to contact Ms. ****** on March 31, April 3, and April 7, 2025, but were unsuccessful. Should Mr. ****** still need assistance, he may contact ********, Office of the ********* Manager, at ************.
  
  
  Regards,
  
  Cricket Wireless ?
  Office of the *********??
  ***************************************** NE?
  *******, GA 30319

• Initial Complaint

  Date:03/28/2025

  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.

  On 3/24/25 I attempted to leave Cricket Wireless. I had been a customer since 10/24/24 and was ready to move to a more cost efficient provider.Prior to leaving Cricket Wireless I received information that my phone was ready to unlock. I ported my number to a different carrier. I tried to set up new service with my phone that I paid in full for in 2024. Next, after trying to go to a different provider I noticed that my phone network was locked. After, noticing that the phone network was locked I then reached back out to Cricket Wireless. In my head I thought it was because of the Cricket Wireless Esim still saved on the phone. At this point I reached back out to cricket wireless and asked if I needed to keep the esim since I was moving to another carrier. The agent i communicated with didn't really seem to know and had a slick attitude. So, I ended up removing the esim and figured that the phone should work with another carrier.I deleted the esim and phone still locked. I reach out to Cricket Wireless again and told them my phone wasn't working with the new carrier. That's when Cricket Wireless told me that I needed to be a active customer with them for 6 months before I could leave. They told me that I had been a customer for 5 months. My first month of paid service was for October, 2024. Cricket Wireless told me to purchase a new esim card and a another $30 phone plan, and that this would count as my 6 months. So I did exactly what they said. A cricket wireless agent name **** walked me through all of the steps with installing the esim and setting the phone back up. He told me to restart the phone and it should work. I did everything while communicating with **** and the phone still said no service. I recontacted Cricket Wireless and another agent told me the phone wasn't set up correctly with last agent and wanted me to do it all over again which was frustrating.I ask for supervisor, a floor manager name **** was rude & disconnected the chat on me.

• Initial Complaint

  Date:03/26/2025

  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 signed up to have my phone number switched from **** to Cricket. I did all the necessary steps on my end to move the process along. I was given a secondary number from Cricket to use, but since I signed up to keep my current number, I could not cancel my current plan (****) until my phone number was transferred. I submitted my order on 2/13/25 and paid for a full year of cell coverage. I did not receive any updates on the switch from Cricket from 2/14/25-3/25/25. In fact, I only received one email on the date of the purchase - that is the only contact I received from them during that time. Because of this, I reached out to their customer service 4 times -- two times I went into a store, one time I called, and one time I chatted with them. Yesterday, I told them to run a new transfer and gave them a new pin. Today I received a voicemail from Cricket saying that the phone number transfer was canceled 2/20/25. Great, thanks for letting me know after the fact. Also, now I know that the whole conversation I had yesterday on the chat service was useless. Additionally, they never even made me an online account, so I can't even get in that way. Today I filed a dispute with my credit card company. I want to be completely removed from Cricket and hope to never have to deal with them again.

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23121718
  Re: ***** *****
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ***** *****. In her complaint, Ms. ***** states that she began the process of switching her phone number from AT&T to Cricket Wireless on February 13, 2025. After completing the required steps and receiving a temporary number, she received no updates about the port process from February 14, 2025, to March 25, 2025, except for one email on the purchase date. After multiple attempts to contact customer service, she was informed that the porting process had been canceled on February 20, 2025, without prior notification. As a result, Ms. ***** disputed the charge with her financial institution and now seeks to cancel her Cricket Wireless services.
  
  We contacted Ms. ***** on April ******, to discuss her complaint. She stated that she no longer wishes to keep her Cricket Wireless service because she was unable to successfully port her number.Upon reviewing her account, we found that she had already issued a chargeback for the payment made to activate the service. We explained the Cricket Wireless Terms and Conditions, which state that service charges are non-refundable and account balances cannot be transferable, refundable, or redeemable for cash.More information can be found at: ******************************************
  
  While Cricket Wireless does issue refunds, we informed Ms. ***** that the dispute with her financial institution was already in process and would take 3-5 business days to appear in her bank account. She stated she would contact her bank for further details about the dispute, and confirmed she did not need any additional assistance from 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:03/26/2025

  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 had recently switched my cell phone service to cricket wireless 2 months ago. I was placed on the $60 monthly plan and just recently switched over to the $40 monthly plan. Additionally I signed up for auto pay $5 discount which lowers my monthly charge to $35 per month. Being a new customer, I was unaware auto pay had to be activated 7-10 days prior to my payment due date. So I called customer service and was disconnected twice prior to connecting with a live representative. I then used the chat feature within my app. I spent over 1 hour with chat. I then called back customer support and finally reached a live agent. I then wasted approximately another hour with a live agent requesting the $5 credit which was not applied with my auto pay. Due to not signing up with autopay 7-10 days prior. I was given an exceptionally difficult time over a request for a $5 account credit and wasted 2 hours of my personal time. I cannot believe the aggravation and stress I was given over a request for a $5 credit. This was the worst customer support I have ever encountered regarding any cellular carrier. In addition the representative lied twice during the conversation. First representing himself as a supervisor. Secondly, stating that ATT was not the parent company of Cricket. I cannot believe the beyond subpar level of customer support from ********************. Signed,***** A *******

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23121607
  Re: ***** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** *******. In his complaint, Mr. ******* states he switched to Cricket Wireless two months ago and encountered significant difficulties receiving his Auto Pay $5 discount after his enrollment. Despite spending over two hours attempting to resolve the issue through customer service over the phone and chat, he faced disconnections and misinformation from representatives, including claims of being misled about the company's ownership. The frustration he experienced over a $5 credit, compounded by the perceived lack of support, has left him dissatisfied with the service provided by Cricket Wireless.

  We contacted Mr. ******* on March 31, 2025, to discuss his complaint. After reviewing his account, we confirmed that Auto Pay was activated a day before his billing due date. We explained that to receive the AutoPay discount, the feature must be added 7 10 days before the due date.

  Due to the difficulties he experienced, we applied a one-time courtesy credit to Mr.Kochmans account. We provided information about his next billing cycle and the amount, including his Auto Pay discount. He confirmed that he did not have additional questions about his case.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  

  
  

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was attempting to add international minutes to a phone number on my plan. I tried to do it on the website as I had done so before since it was simpler there, but they wanted me to download the app. I downloaded the app and the setup was confusing and overly complex in nature. I had attempted to call and attempt the transaction through there, but stopped and gave up in frustration after the line was hung up with no input from myself after close to an hour of waiting. After that, I did my best to follow the instructions and add the minutes to a specific phone number. I believed I had the correct phone number selected and at no other point in the transaction was the phone number shown. It wasnt until after the transaction was complete and my card was charged did I realize it was done on the wrong phone number. I attempted to call and chat with customer services to see if something could be done and if I could either get a refund for this or that they could transfer the minutes to the other number. They refused to do so and keep saying that because it was down in the app, the transaction is final. I tried to explain to them that both the website and app have a confusing setup and at no other point than the beginning, which was complicated to get there in the first place, was I shown where exactly the transaction was going to be going to. I just want this to be made right. I am an almost 60 year old woman who lives off of social security as my only income and every dollar counts. If the money aint going to the service I need or want, then I either want it back or for the issue to be fixed. Something needs to be done about this, especially due to their poor customer service and misleading and confusing app design

  Business Response

  Date: 04/15/2025

  April 14, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23116633
  Re: ************** *********
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ************** *********. In her complaint, Ms. **** stated that she attempted to add international minutes to a phone number on her Cricket Wireless account through the website, as she had done before, but was unsuccessful. She then tried using the myCricket app but found the setup process complex and confusing. Due to these issues, she called customer care, but her call was disconnected after a long wait. She attempted again with the myCricket app and mistakenly added the calling feature to the wrong phone number. Despite her efforts to resolve the issue through customer care, she was informed that a refund or transfer of minutes to the correct phone number was not possible.
  
  We contacted Ms. **** on March 31, 2025, to discuss her complaint. After reviewing her account, we found that she was attempting to add international minutes to call the *******************We thanked Ms. **** for her feedback and apologized for the difficulties she experienced. We shared with her the correct steps required to add the international feature using myCricket and assured her that we would share her feedback about the app with the appropriate team within Cricket Wireless to make this experience a better one.
  
  WE confirmed that after the international calling feature was added to the incorrect line on March *******, and removed on March 27, 2025, the feature was added for free to the correct wireless number from customer service on March 29, 2025, as a courtesy for the inconveniences she faced. Ms. **** confirmed that her concern was resolved and that she did not need additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business disconnected my hotspot service on Jan 15th claiming that it was a billing cycle, which has never happened before of the 5-7 years I have had their service. I have called and spoke with several **** and managers and no one can seem to assist me with getting reconnected. I want my service back up and running.

  Business Response

  Date: 04/14/2025

  
  
  
  
  April 15, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23113041
  Re: ****** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ******. In his complaint, Mr. ****** states that Cricket Wireless disconnected his mobile hotspot service on January 15, 2025,citing a billing cycle situation, which he claims has never occurred during the 5 - 7 years he has had service. Despite talking with several representatives and managers, he has been unable to receive assistance to reconnect his service. Mr. ****** seeks a resolution to restore his service promptly.
  
  We contacted Mr. ****** on April ******, to discuss his complaint. After reviewing his account information, we found that on July 13, 2024, he downgraded his rate plan from the $60/month unlimited plan, which includes 15GB of mobile hotspot, to the $55/month unlimited plan that does not include mobile hotspot.
  
  We offered Mr. ****** the option to upgrade his rate plan to the $60/month unlimited plan with mobile hotspot or to add a one-time mobile hotspot feature to his current $55/month unlimited plan.He informed us he would not make any changes to his account or current rate plan, as he would like to keep the same monthly bill.
  
  We informed Mr. ****** about the option to get a ************ Hotspot device and the available data-only plans,and the benefits of the service. He stated he would visit the nearest Cricket Wireless authorized retailer to learn more about the hotspot device and would consider activating a data-only plan on his existing Cricket Wireless account.Lastly, Mr. ****** confirmed he was satisfied with the resolution and informed us that no additional assistance was needed from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• 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
  ******** ********