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

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

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

• 

  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

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:01/06/2023

  Type:Billing 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 have been a family plan member with Cricket for many years. Last July, Cricket sent me a text which stated that the plan, 5 lines for $100/month, was no longer available. They offered a new plan, 4 lines for $100/month. I switched to the new plan in early August and I am the representative of this plan which means that I am the person being responsible for all the payments.Something went wrong right at the first billing period, I was charged with $115/month for 4 lines. I contacted the customer service immediately and I was promised that a correction being made and I could leave for my long overseas trip. While at overseas, my Cricket app was locked out and no texting being sent to me at all. I just returned to my home last week from this trip. I found out that I have been charged $115 continually since August. The total improper extra charge amount is $15X5=$75.I called immediately the Cricket agent and I was told that a future payment has been corrected to $100/month for 4 lines but all the prior payments can only be credited by other department. I need to call back the following week to verify if the prior payments would be credited back. I waited for 1 week and called. This morning, the agent stated that they can only credited back extra charge, $15, for December because I called in December. For those extra charge they won't return it. She claimed that Cricket has texted me monthly about the charge. I keep telling her that my app was locked out and I could not receive any texting from overseas. She wouldn't consider it and keep saying that they sent message to everyone. I told her that all the payments were paid from my account because I am the representative of this plan. She claimed that it is not their problem. She also pointed out that my wife's line was removed once and returned during the August. I stated that it is beyond my control because all I asked in August was to transfer 4 lines to the new plan. What happened at Cricket is beyond my control.

  Business Response

  Date: 01/31/2023

  This was uploaded on 1/23/23 but not sure why 

  Customer Answer

  Date: 01/31/2023

   
  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,
  
  Jectfu Sheu

• Initial Complaint

  Date:01/06/2023

  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.

  11/25/2022--Cricket was unable to provide service for new phones, so I asked to close the account and move to ****** Fi. The first line was cancelled ************ and ported to the new service. Second and third lines were apparently NOT disconnected. Was advised by customer service to stop payment for December or dispute the payment with my bank. Payment WAS collected by Cricket ($115) for services 11/26-12/27/2022. My other two numbers (myfi and home line numbers) were apparently not cancelled as requested. Tried to port the ************ (home line) number repeatedly through Dec 18, 2022--multiple calls to Cricket service--was told I had to pay the **************** to be eligible to port the line. NOTE: there was NO refund of my December payment, and all lines were not cancelled as requested--so should have been eligible to port w/o any additional payment. I disputed the payment with the bank, but Cricket replied that they were allowed the payment due to their terms of cancellation policy. Called Cricket customer service again--if the line was not cancelled, it should be transferred without issue, but then was told that Cricket refunded my payment on 12/15/22 and that was why additional payment was requested and the line couldn't be ported. There is no record of ANY refund to my account. I asked for a copy of the transcripts of the repeated calls I made to Cricket and was told they couldn't possibly give me those transcripts because I no longer had an open account with them so they had no way to text or email them to me, nor would they print and mail them to me. Was advised to call "corporate" to file a complaint. The account number is: *********, refund requested $115 or proof (routing number, receipt, etc.) that refund was provided per customer service, plus I would like the transcripts of the calls with Cricket customer service on this account. I lost my home phone number of 30 years, and was charged for services not received from 11/26-12/31/2022.

  Business Response

  Date: 01/19/2023

  January 18, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18695888
  Re: *******************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ******************* regarding Cricket Wireless service. In this complaint, ************** states that she requested to cancel service because Cricket was unable to provide service to her new phones. One of the lines was cancelled and ported to a new service provider, but the other two lines remained active.She is requesting a refund for the service she requested to cancel as well as to retrieve the phone number ************.
  
  We spoke to ************** on January 17, 2023 about her complaint. According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms:  Amounts paid for service charges are non-refundable and account balances are not transferable,refundable, or redeemable for cash. If your account is suspended or cancelled,for any reason, any remaining balance in your account will be forfeited.
  
  Non-withstanding Crickets Terms and Conditions, ************** will be refunded for her service payment in the form of a check. In addition, we restored phone number ************. ************** is aware that she can port her phone number to the provider of her choice within the next 30 days.
  
  We thank ************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /KM

• Initial Complaint

  Date:01/05/2023

  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 switched phone carriers.I bought a phone from Cricket less than 24hr I called them up in regards to the phone it kept saying system UI is not responding I was told I could not take back to the where I purchased it call Motorola,and I did call them they could not help referred back to Cricket called them back and talked to the warranty department where they me send my phone to them the way it is with all my information in it and not have a phone for 7 to ********************************************************************************** a credit for not having working service half of every month and that has been 6month they the bill paid which is ***** every month but I don't have proper working phone today my is not working frozen completely and when it does it is several hours before it works again this my business cell phone and I was basically told by there manager they will help at all and told to go buy phone they are not willing to work with credit my account which is only far I even asked them if I could do a Iphone 11 which is on sale ***** and I was told no pay 599 but by phone has not been operational since I bought the phone from day one and I basically told deal with they will not help to fix the situation at all but if don't pay my bill they will shut my service off which is not fair that we buy a phone and call and can't take it back so basically they are saying to buy the and whether it works or not we don't care pay your bill no credit to your account for not having a phone that does not work half of the time so to me it's like a slap in the face and they hang up on you

  Business Response

  Date: 01/27/2023

  SENT A NEW DEVICE TO THE CUSTOMER

• Initial Complaint

  Date:01/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 24th I was charged $65, $55 for the Unlimited+Mobile Hotspot plan and $10 for an additional 15 GB of mobile Hotspot (I get a $5 discount for having autopay on). I received the 15 GB included in my plan, but did not receive my 15 GB of additional Hotspot that I paid for. This is the second time this has happened consecutively, and last month they fixed it. I called and waited 2 hours to talk to someone, and after explaining everything I got disconnected somehow because my phone lost service even though I hadn't moved for that 2 hours. I called back and waited another hour to talk to someone. When the guy answered he argued with me that I was wrong, but eventually said he would get it fixed and that it would be fixed that night, December 27th, and that he would call back to verify. He never called back, and it was never fixed. Today, January 4th I removed the add on so I wouldn't get charged again, and it removed the 15 GB that's included in my plan, so now I have no ************ on a Hotspot plan, so I called and waited on hold for an hour. The guy said he could give me 15 GB for my plan, but that he couldn't give me a $10 refund for the 15GB I never received. I believe I am due a refund for the product I didn't receive. I asked to speak to a supervisor, and conveniently my phone lost service again, even though I hadn't moved. Every time I call cricket my phone loses service so I never get my issues fixed.

  Business Response

  Date: 01/19/2023

  January 18, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18684977
  Re: *************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ************************* regarding Cricket Wireless service. In this complaint, **************** states that Cricket charged him for an added feature he did not receive.
  
  We attempted to contact **************** on January 9, January 10 and January 17, 2023,but we were unsuccessful in reaching him. To investigate Mr. ******* concerns,we need to be able to communicate with him. Should **************** still desire assistance with his concern he may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.
  
  We thank **************** for his communication,and we will be available to assist him should he still desire.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /KM

  Customer Answer

  Date: 01/19/2023

  I have called and left a message, still waiting for a response from "******".

  Business Response

  Date: 01/26/2023

  January 26, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18684977
  Re: *************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *************************
  In this complaint, **************** purchased additional data on December 24, 2022, and did not receive the data. **************** contacted Cricket Wireless requesting the data be added to his account or a refund be provided.  The representative denied Mr. ******* request for a refund or the additional data. **************** is requesting a refund for data not received.
  
  We reviewed **************** account and found no additional data was provided. On January 25, 2023, we contacted *************** and provided him with a refund.
  
  We thank **************** for his communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

• Initial Complaint

  Date:01/03/2023

  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.

  My phone app don't work when I called them they just tell u they call back or hang up customer service is a big issue I spent 4 hours on the phone today calling them over and over again as they continued to say that they were going to help me hold on or they call me back and then they'd hang up on me still sitting here can't access my account for my cricket wireless

  Business Response

  Date: 01/27/2023

  January 26, 2023
  
  Better Business Bureau
  Online complaint
  
  Complaint No: 18678832
  Re: *****************************
  
  Dear Sir or Madam:
  
  This correspondence is in response to a complaint filed by *****************************. In the complaint, ***************** states her myCricket app is not working properly.
  
  We researched ******************** concerns and found she has been assisted by Cricket Care. Her account information was reset by our Care team.
  
  We contacted ****************** on January 23, 2023 to discuss our findings. We explained she shows her information was reset. We also provided our contact information in case she had any further questions or concerns. 
  
  We thank ****************** for her communication and trust that this explanation properly addresses her concerns.   
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /JL

• Initial Complaint

  Date:01/02/2023

  Type:Billing 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.

  They tricked and lied to me by setting me up into a trap. My Monthly Payment has always been $45 a month on the $60 plan and Auto pay set to the 3rd of every month. Well during the November into December Payment I was a little short and my check was not for another week so I called to see what can be done before they shut my phone off like they do. The person said we can do bridge pay (two separate payments) or reset the due date to the 14th then advised that the bridge pay is a fee but if do the change due date there is no fee as well we could rest the date back to the 3rd of the month to be taken out automatically, you just have to pay $15 and on the 15th the $60 and I asked why the $60 and they said become it comes out to a better deal for the extra days in December so I pay the $15 then on December before the due date of the 14th pay the $60 through my account link they sent me for to make an online payment. After January 1st I started wandering why haven't gotten the normal text notification of your automatically monthly payment will be coming out reminder and I call to speak with agent to find out auto payments were not set up yet were set to manual payments and he who new nothing else nor would get a manger. I called back to finally get some indian manager who says we can't make any changes to your account according to your or our policies for another 6 months unless you want us to downgrade your account. I advised will be filing a complaint and he just says I am the only boss you can talk to about this...

• Initial Complaint

  Date:01/02/2023

  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 got cricket wireless December my text message wasnt going through and I was having drop calls, I call cricket plenty of times. And now cricket has fail to do anything about my situation. This is one of the worst customer service has been lying tell me I havent call in about my problem with this phone service ******* today! And text massage is not going through and drop calls

  Business Response

  Date: 01/20/2023

  January 20, 2023
  Better Business Bureau    
  Online Complaint
  Complaint ID: ********
  Re: *********************************
  Dear Sir/*****,
  This correspondence is in response to a complaint filed by *********************************. In this complaint, ******************** states she is experiencing dropped calls and text messages not going through.
  We contacted ******************** on January 20, 2023 to gather more info.We explained some troubleshooting methods and assisted with questions she had. We also explained Crickets policy and agreed to provide a one-time credit to her account. ******************** had no further questions.    
  We thank ******************** for her communication and trust that this explanation properly addresses her concern.
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  ****************************************************************** 30319
  /JL 

• Initial Complaint

  Date:12/30/2022

  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 purchased a phone for a Christmas gift 12/3/22 from the *********** store and the gentleman who sold me the phone proceeded to say you get a phone case for free (which was not the case) anyways I purchased a phone case that he handed me and said was the one I needed for the phone I purchased. My wife opens it Christmas and its the wrong one. Didnt fit her phone that he gave me. We go in to just get a different one and the lady will not do it said that its not policy. The item that was purchased was given to me by the Employee and falls on him. The store is responsible for giving me the correct case. It wasnt damaged or anything just didnt fit. I the customer deserve the correct case to protect my expense purchase (phone).The young lady who I spoke with didnt want to help in the fist place and diverted every question I asked and once I proceeded to get firm with her and tell her that shes wrong and so is the store manager who she was texting by the way said we cant do that I asked even though its your fault?! She said sorry come back.My issue is we can drop or damage the phone between now and Monday. All they had to do was switch it. Again it was their fault.

  Business Response

  Date: 01/19/2023

  January 19, 2023
  Better Business Bureau    
  Online Complaint
  Complaint ID: ********
  Re: ***********************
  Dear Sir/Madam,
  This ************** is in response to a complaint filed by ***********************. In this complaint, ************ states he purchased a new device and was given the wrong case for his device. He explained he attempted to return or exchange it but was not successful. ************ is requesting for an exchange for the correct accessory.    
  We researched ************** account and located his receipt. We see he was sold the incorrect size case.
  We contacted ************ on January 19, 2023 to inform him of our findings. We explained Crickets Accessory policy and agreed to provide a one-time credit to his account. ************ had no further questions.     
  We thank ************ for his communication and trust that this explanation properly addresses his concern.
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  ****************************************************************** 30319
  /JL 

• Initial Complaint

  Date:12/30/2022

  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.

  Date of Transaction was December 28th and December 29th 2022. The nature of my dispute is my cell phone services were disconnected during the transfer of a new cell phone which was not compatible with Cricket Wireless Service Provider. The cell phone I originally had was turned back on before leaving the store. When I got home, my cell phone Service was turned back off again. I contacted the 611 help services line the next day because they were closed when I noticed my cell didn't have any service on the same date of 28th December. This store is located at **********************************************************************. Store Number is **************. I have been without service since December 28, 2022 and today is 12/30/2022. The cell phone bill has been paid since December 15, 2022. I do not want anyone else to experience what I have experienced during this time with no solution to the problem. I am seeking my services to be restored immediately. I use my cell phone also as my business phone.

• Initial Complaint

  Date:12/28/2022

  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 purchased an iPhone 14 Pro *** for my wife from cricketwireless.com on 10/14/2022 for $1201.99. The order number is **************** The phone was scheduled to be delivered on 10/19/2022. *** delivered an empty cardboard box to my home on 10/19/2022. The box contained the receipt for the phone and a space filler plastic bag, but there was no phone in the box. I immediately called Cricket to inform them that there was no phone in the box. The representative that I spoke with apologized and told me that they would send me a new phone. By 10/21/2022, I had not yet received confirmation of another phone being shipped. Therefore, I again called Cricket. I was told that they would not be shipping me a new phone and I could buy another one. I then called back on 10/24/2022 and was told that I needed to file a claim with *** before I could get a new phone. I filed a claim with *** that day. Since that time, my wife and I have called Cricket dozens of times and spent countless hours trying to resolve this issue. We have asked that we receive a new phone or a refund, but they will not ***** us either of these requests. The last representative I spoke with a couple of days ago reported that Cricket is still reviewing the claim. My wife has now been without a functioning phone for two and a half months. I would like to have this issue resolved by sending me a new phone or by giving me a refund. I financed the phone through Affirm and have now made two payments on a phone that I never received. I feel like I am getting the run around from Cricket as every representative seems to report something different. I have been told by multiple representatives that I would be getting a new phone and that someone would call me on a specific date and time to confirm my information, but no one ever called. I am beyond frustrated and would like this issue resolved.

  Business Response

  Date: 01/20/2023

  January 20, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18652500
  Re: ***********************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ***********************************. In this complaint, **************** states he placed an online order for a new device, but when the package arrived there was no device included. **************** contacted Cricket Wireless several times and was advised he needed to purchase another device. **************** is requesting a refund.
  
  We reviewed ****************** order and provided him with a refund. On January 17, 2023, we notified **************** of our findings and ask that he allow 3 5 business day to see the refund on his statement.
  
  We thank **************** for his communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN