{"id":"cricket-wireless","page":"https://escalate.alexgaoth.com/#/c/cricket-wireless","html":"https://escalate.alexgaoth.com/c/cricket-wireless/","generated":"2026-10-15","company":{"id":"cricket-wireless","name":"Cricket Wireless","aliases":["cricket","cricket wireless llc"],"sector":"wireless","parent":"AT&T","website":"https://www.cricketwireless.com","regulators":["fcc"],"notes":"Prepaid brand of Cricket Wireless LLC. Cricket's terms name AT&T as an affiliate and say Cricket Home Internet uses the AT&T wireless network. Disputes go to the same AT&T Legal Department Notice of Dispute address as AT&T, then JAMS arbitration or small claims.","channels":[{"id":"customer-care-phone","type":"phone","label":"Cricket customer support (1-800-CRICKET)","value":"+1-800-274-2538","hours":"Mon-Sat 9am-9pm ET; the page says Saturday hours changed to 12pm-9pm starting January 3, 2026","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer support from a Cricket phone","value":"611","source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with a support advocate (Contact us page)","value":"https://www.cricketwireless.com/contactus","hours":"Mon-Sat 9am-11pm ET, Sun 10am-11pm ET (Cricket Digital Assistant 24/7)","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail or professional courier)","value":"Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Use the downloadable Notice of Dispute form linked from the Terms. The Terms do not mention an online submission method.","source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"notice-of-dispute-mail","note":"Cricket has 60 days after it receives a complete notice to investigate."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"JAMS arbitration under its streamlined rules, or small claims court in the county of your billing address."}],"playbooks":[{"issue":"billing_error","summary":"Contact support within 180 days of the payment due date, then mail a Notice of Dispute.","evidence":["account number","payment receipt or statement","the charge and the correct amount"],"steps":[{"do":"Call 1-800-CRICKET or chat. Ask for the correction and a reference number.","channel":"customer-care-phone"},{"do":"If not fixed, mail a Notice of Dispute to the Legal Department. Do it within 180 days of the payment due date.","channel":"notice-of-dispute-mail"},{"do":"If not resolved 60 days after Cricket receives the complete notice, file an FCC complaint, or start JAMS arbitration or a small claims case.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"You have 180 days from the payment due date to contact customer service or file a Notice of Dispute about a charge.","issues":["billing_error"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Prepaid service charges are not refunded when you cancel. Cancel by support phone or chat.","evidence":["account number","account PIN","cancellation date"],"steps":[{"do":"Contact support by phone or chat to cancel. Have the account PIN ready; it is used to verify your identity.","channel":"customer-care-phone"},{"do":"Do not expect a refund of unused service time. Dispute only charges made after the cancellation."}],"facts":[{"kind":"policy","claim":"Amounts paid for Service Charges are non-refundable. Unused time is not prorated or refunded when service ends, unless applicable law requires it.","issues":["cancel_service"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you do not pay, Cricket suspends the account for 60 days before it cancels it, and it may charge a fee to reactivate service.","issues":["cancel_service","billing_error"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return devices within 7 days. Online orders go back by mail; store purchases go back to the same store.","evidence":["order number or store receipt","return tracking number","device with all original contents"],"steps":[{"do":"For an online order, start the return through the return portal or customer support within 7 days of delivery. Ship it with the prepaid label Cricket emails you.","channel":"customer-care-phone"},{"do":"For a store purchase, return or exchange it at the same Cricket Authorized Retail store within 7 calendar days of purchase."},{"do":"Turn off Find My iPhone and remove personal data first, or the return is rejected."}],"facts":[{"kind":"deadline","claim":"Online orders can be returned within seven (7) days of order delivery; store purchases within seven (7) calendar days of purchase. Cricket must receive a mailed device within 45 days of the return request.","issues":["equipment_return"],"source":"https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges","last_verified":"2026-10-12"},{"kind":"fee","claim":"In store, a fee of up to $25 may apply when a device is returned without all its original components. There is no fee for returning compliant devices purchased online; approved online returns are refunded to the original payment method within 10 business days of receipt.","issues":["equipment_return"],"source":"https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Send a Notice of Dispute by U.S. mail or professional courier to Legal Department - Notice of Dispute, 208 S. Akard, Office","issues":["billing_error","poor_service"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"},{"kind":"process","claim":"Arbitration is administered by JAMS. Either party may instead use small claims court in the county of the customer's billing address for an individual claim.","issues":["billing_error","poor_service"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}],"known_blockers":["Changing the account PIN needs a call or chat with a Support Advocate; when account PIN security is on, the PIN is needed for plan and SIM changes.","No published online form for a Notice of Dispute; it must be mailed or sent by courier."],"official_domains":["cricketwireless.com"],"security":{"never_asks":[{"kind":"policy","claim":"Cricket will never call you to ask for your PIN or ask for your PIN via text.","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers posing as Cricket offer a discount if you prepay with a prepaid card or gift card.","source":"https://www.cricketwireless.com/support/fraud-protection/customer-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Texts, emails or calls lead to fake Cricket websites that promise bill discounts or gift cards to collect personal information.","source":"https://www.cricketwireless.com/support/fraud-protection/customer-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap: a scammer convinces the carrier to replace the SIM for your number and then receives your calls, texts and authentication codes. Cricket's Account Lock in the myCricket app prevents SIM swaps and port-outs while it is on.","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraud-phone","type":"phone","label":"Report fraud such as an unauthorized SIM swap (Cricket Care, 1-800-CRICKET)","value":"+1-800-274-2538","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"cricket-wireless","name":"Cricket Wireless","sector":"wireless","website":"https://www.cricketwireless.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Contact support within 180 days of the payment due date, then mail a Notice of Dispute.","evidence":["account number","payment receipt or statement","the charge and the correct amount"],"steps":[{"do":"Call 1-800-CRICKET or chat. Ask for the correction and a reference number.","channel":{"id":"customer-care-phone","type":"phone","label":"Cricket customer support (1-800-CRICKET)","value":"+1-800-274-2538","hours":"Mon-Sat 9am-9pm ET; the page says Saturday hours changed to 12pm-9pm starting January 3, 2026","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"}},{"do":"If not fixed, mail a Notice of Dispute to the Legal Department. Do it within 180 days of the payment due date.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail or professional courier)","value":"Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Use the downloadable Notice of Dispute form linked from the Terms. The Terms do not mention an online submission method.","source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}},{"do":"If not resolved 60 days after Cricket receives the complete notice, file an FCC complaint, or start JAMS arbitration or a small claims case.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Cricket customer support (1-800-CRICKET)","value":"+1-800-274-2538","hours":"Mon-Sat 9am-9pm ET; the page says Saturday hours changed to 12pm-9pm starting January 3, 2026","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer support from a Cricket phone","value":"611","source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with a support advocate (Contact us page)","value":"https://www.cricketwireless.com/contactus","hours":"Mon-Sat 9am-11pm ET, Sun 10am-11pm ET (Cricket Digital Assistant 24/7)","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail or professional courier)","value":"Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Use the downloadable Notice of Dispute form linked from the Terms. The Terms do not mention an online submission method.","source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"You have 180 days from the payment due date to contact customer service or file a Notice of Dispute about a charge.","issues":["billing_error"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"},{"kind":"process","claim":"Send a Notice of Dispute by U.S. mail or professional courier to Legal Department - Notice of Dispute, 208 S. Akard, Office","issues":["billing_error","poor_service"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"},{"kind":"process","claim":"Arbitration is administered by JAMS. Either party may instead use small claims court in the county of the customer's billing address for an individual claim.","issues":["billing_error","poor_service"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Cricket customer support (1-800-CRICKET)","value":"+1-800-274-2538","hours":"Mon-Sat 9am-9pm ET; the page says Saturday hours changed to 12pm-9pm starting January 3, 2026","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Cricket has 60 days after it receives a complete notice to investigate.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail or professional courier)","value":"Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Use the downloadable Notice of Dispute form linked from the Terms. The Terms do not mention an online submission method.","source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under its streamlined rules, or small claims court in the county of your billing address."}],"known_blockers":["Changing the account PIN needs a call or chat with a Support Advocate; when account PIN security is on, the PIN is needed for plan and SIM changes.","No published online form for a Notice of Dispute; it must be mailed or sent by courier."],"security":{"official_domains":["cricketwireless.com"],"never_asks":[{"kind":"policy","claim":"Cricket will never call you to ask for your PIN or ask for your PIN via text.","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers posing as Cricket offer a discount if you prepay with a prepaid card or gift card.","source":"https://www.cricketwireless.com/support/fraud-protection/customer-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Texts, emails or calls lead to fake Cricket websites that promise bill discounts or gift cards to collect personal information.","source":"https://www.cricketwireless.com/support/fraud-protection/customer-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap: a scammer convinces the carrier to replace the SIM for your number and then receives your calls, texts and authentication codes. Cricket's Account Lock in the myCricket app prevents SIM swaps and port-outs while it is on.","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraud-phone","type":"phone","label":"Report fraud such as an unauthorized SIM swap (Cricket Care, 1-800-CRICKET)","value":"+1-800-274-2538","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Prepaid brand of Cricket Wireless LLC. Cricket's terms name AT&T as an affiliate and say Cricket Home Internet uses the AT&T wireless network. Disputes go to the same AT&T Legal Department Notice of Dispute address as AT&T, then JAMS arbitration or small claims.","warnings":[]},"cancel_service":{"company":{"id":"cricket-wireless","name":"Cricket Wireless","sector":"wireless","website":"https://www.cricketwireless.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Prepaid service charges are not refunded when you cancel. Cancel by support phone or chat.","evidence":["account number","account PIN","cancellation date"],"steps":[{"do":"Contact support by phone or chat to cancel. Have the account PIN ready; it is used to verify your identity.","channel":{"id":"customer-care-phone","type":"phone","label":"Cricket customer support (1-800-CRICKET)","value":"+1-800-274-2538","hours":"Mon-Sat 9am-9pm ET; the page says Saturday hours changed to 12pm-9pm starting January 3, 2026","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"}},{"do":"Do not expect a refund of unused service time. Dispute only charges made after the cancellation."}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Cricket customer support (1-800-CRICKET)","value":"+1-800-274-2538","hours":"Mon-Sat 9am-9pm ET; the page says Saturday hours changed to 12pm-9pm starting January 3, 2026","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer support from a Cricket phone","value":"611","source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with a support advocate (Contact us page)","value":"https://www.cricketwireless.com/contactus","hours":"Mon-Sat 9am-11pm ET, Sun 10am-11pm ET (Cricket Digital Assistant 24/7)","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail or professional courier)","value":"Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Use the downloadable Notice of Dispute form linked from the Terms. The Terms do not mention an online submission method.","source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Amounts paid for Service Charges are non-refundable. Unused time is not prorated or refunded when service ends, unless applicable law requires it.","issues":["cancel_service"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you do not pay, Cricket suspends the account for 60 days before it cancels it, and it may charge a fee to reactivate service.","issues":["cancel_service","billing_error"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Cricket customer support (1-800-CRICKET)","value":"+1-800-274-2538","hours":"Mon-Sat 9am-9pm ET; the page says Saturday hours changed to 12pm-9pm starting January 3, 2026","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Cricket has 60 days after it receives a complete notice to investigate.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail or professional courier)","value":"Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Use the downloadable Notice of Dispute form linked from the Terms. The Terms do not mention an online submission method.","source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under its streamlined rules, or small claims court in the county of your billing address."}],"known_blockers":["Changing the account PIN needs a call or chat with a Support Advocate; when account PIN security is on, the PIN is needed for plan and SIM changes.","No published online form for a Notice of Dispute; it must be mailed or sent by courier."],"security":{"official_domains":["cricketwireless.com"],"never_asks":[{"kind":"policy","claim":"Cricket will never call you to ask for your PIN or ask for your PIN via text.","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers posing as Cricket offer a discount if you prepay with a prepaid card or gift card.","source":"https://www.cricketwireless.com/support/fraud-protection/customer-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Texts, emails or calls lead to fake Cricket websites that promise bill discounts or gift cards to collect personal information.","source":"https://www.cricketwireless.com/support/fraud-protection/customer-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap: a scammer convinces the carrier to replace the SIM for your number and then receives your calls, texts and authentication codes. Cricket's Account Lock in the myCricket app prevents SIM swaps and port-outs while it is on.","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraud-phone","type":"phone","label":"Report fraud such as an unauthorized SIM swap (Cricket Care, 1-800-CRICKET)","value":"+1-800-274-2538","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Prepaid brand of Cricket Wireless LLC. Cricket's terms name AT&T as an affiliate and say Cricket Home Internet uses the AT&T wireless network. Disputes go to the same AT&T Legal Department Notice of Dispute address as AT&T, then JAMS arbitration or small claims.","warnings":[]},"equipment_return":{"company":{"id":"cricket-wireless","name":"Cricket Wireless","sector":"wireless","website":"https://www.cricketwireless.com","account_url":null},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return devices within 7 days. Online orders go back by mail; store purchases go back to the same store.","evidence":["order number or store receipt","return tracking number","device with all original contents"],"steps":[{"do":"For an online order, start the return through the return portal or customer support within 7 days of delivery. Ship it with the prepaid label Cricket emails you.","channel":{"id":"customer-care-phone","type":"phone","label":"Cricket customer support (1-800-CRICKET)","value":"+1-800-274-2538","hours":"Mon-Sat 9am-9pm ET; the page says Saturday hours changed to 12pm-9pm starting January 3, 2026","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"}},{"do":"For a store purchase, return or exchange it at the same Cricket Authorized Retail store within 7 calendar days of purchase."},{"do":"Turn off Find My iPhone and remove personal data first, or the return is rejected."}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Cricket customer support (1-800-CRICKET)","value":"+1-800-274-2538","hours":"Mon-Sat 9am-9pm ET; the page says Saturday hours changed to 12pm-9pm starting January 3, 2026","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer support from a Cricket phone","value":"611","source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with a support advocate (Contact us page)","value":"https://www.cricketwireless.com/contactus","hours":"Mon-Sat 9am-11pm ET, Sun 10am-11pm ET (Cricket Digital Assistant 24/7)","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail or professional courier)","value":"Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Use the downloadable Notice of Dispute form linked from the Terms. The Terms do not mention an online submission method.","source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Online orders can be returned within seven (7) days of order delivery; store purchases within seven (7) calendar days of purchase. Cricket must receive a mailed device within 45 days of the return request.","issues":["equipment_return"],"source":"https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges","last_verified":"2026-10-12"},{"kind":"fee","claim":"In store, a fee of up to $25 may apply when a device is returned without all its original components. There is no fee for returning compliant devices purchased online; approved online returns are refunded to the original payment method within 10 business days of receipt.","issues":["equipment_return"],"source":"https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Cricket customer support (1-800-CRICKET)","value":"+1-800-274-2538","hours":"Mon-Sat 9am-9pm ET; the page says Saturday hours changed to 12pm-9pm starting January 3, 2026","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Cricket has 60 days after it receives a complete notice to investigate.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail or professional courier)","value":"Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Use the downloadable Notice of Dispute form linked from the Terms. The Terms do not mention an online submission method.","source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under its streamlined rules, or small claims court in the county of your billing address."}],"known_blockers":["Changing the account PIN needs a call or chat with a Support Advocate; when account PIN security is on, the PIN is needed for plan and SIM changes.","No published online form for a Notice of Dispute; it must be mailed or sent by courier."],"security":{"official_domains":["cricketwireless.com"],"never_asks":[{"kind":"policy","claim":"Cricket will never call you to ask for your PIN or ask for your PIN via text.","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers posing as Cricket offer a discount if you prepay with a prepaid card or gift card.","source":"https://www.cricketwireless.com/support/fraud-protection/customer-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Texts, emails or calls lead to fake Cricket websites that promise bill discounts or gift cards to collect personal information.","source":"https://www.cricketwireless.com/support/fraud-protection/customer-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap: a scammer convinces the carrier to replace the SIM for your number and then receives your calls, texts and authentication codes. Cricket's Account Lock in the myCricket app prevents SIM swaps and port-outs while it is on.","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraud-phone","type":"phone","label":"Report fraud such as an unauthorized SIM swap (Cricket Care, 1-800-CRICKET)","value":"+1-800-274-2538","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Prepaid brand of Cricket Wireless LLC. Cricket's terms name AT&T as an affiliate and say Cricket Home Internet uses the AT&T wireless network. Disputes go to the same AT&T Legal Department Notice of Dispute address as AT&T, then JAMS arbitration or small claims.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Cricket customer support (1-800-CRICKET)","value":"+1-800-274-2538","hours":"Mon-Sat 9am-9pm ET; the page says Saturday hours changed to 12pm-9pm starting January 3, 2026","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Cricket has 60 days after it receives a complete notice to investigate.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail or professional courier)","value":"Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Use the downloadable Notice of Dispute form linked from the Terms. The Terms do not mention an online submission method.","source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under its streamlined rules, or small claims court in the county of your billing address."}],"security":{"official_domains":["cricketwireless.com"],"never_asks":[{"kind":"policy","claim":"Cricket will never call you to ask for your PIN or ask for your PIN via text.","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers posing as Cricket offer a discount if you prepay with a prepaid card or gift card.","source":"https://www.cricketwireless.com/support/fraud-protection/customer-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Texts, emails or calls lead to fake Cricket websites that promise bill discounts or gift cards to collect personal information.","source":"https://www.cricketwireless.com/support/fraud-protection/customer-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap: a scammer convinces the carrier to replace the SIM for your number and then receives your calls, texts and authentication codes. Cricket's Account Lock in the myCricket app prevents SIM swaps and port-outs while it is on.","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraud-phone","type":"phone","label":"Report fraud such as an unauthorized SIM swap (Cricket Care, 1-800-CRICKET)","value":"+1-800-274-2538","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"wireless","title":"Wireless carriers — how complaints work","last_verified":"2026-10-12","file":"guides/wireless.md","page":"https://escalate.alexgaoth.com/#/guides/wireless"}}