Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

Customer Complaints Summary

1,351 total complaints in the last 3 years.
399 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/02/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a group account (account number: ********** with **********************. I have a friend would like to join me in this account and I initiated a phone number port-in request to transfer my friends number ************** into my Cricket group account in mid-November 2022. But my friend later changed his mind because he told me **** coverage is not good at his residence. Before I contact Cricket on December 2, 2022, the port-in request of line ************** was still showing as pending in my Cricket account and my friend was still able to use his number ************** with his non-Cricket carrier. On December 2, 2022, I contacted Cricket, firstly using online chat. I told the agent to cancel the port-in request for line ************** because my friend does not want his number to be port-in to Cricket now. The online chat agent told me he could not cancel the port-in request, and he advised me to call the Cricket call center at 1-800-CRICKET (********) because the call center agent has the privilege to cancel the port-in request. Therefore, I called Cricket call center, and spoke with an agent. I asked the agent to cancel the port-in request for the pending line **************. However, instead of cancelling the port-in request, the agent activated the ************-in line and completed the transfer of the line into my Cricket account without my permission. As a result of the agents wrong action, my friends phone number is transferred to Cricket, and he has no phone service at this point. I was shocked by the action of the agent, and then she even asked me do I want to cancel the phone line **************. This is a completely irresponsible action. Cancelling the line ************** in Cricket now will result in the lose of the phone number for my friend. Also, as the result of the unwanted line transfer, Cricket charged a whole month of service for the line **************. I request Cricket to refund the monthly fee ($30) it charged for line **************.
Business Response
Date: 12/22/2022
December 22, 2022

Better Business Bureau
Online Complaint

Complaint No: 18517438
Re: ***************

Dear Sir/Madam,

This ************** is in response to a complaint filed by Bin ****. In this complaint, Mr. **** states he added a friend to his Cricket Wireless group account. The friend decided he no longer wanted Cricket Wireless. They contacted Cricket Wireless to cancel the port-in request. The port-in was successful. Mr. **** is requesting the number be ported out to US Mobile, and to refunded for the monthly service fee.

We reviewed Mr. ***** account and engaged our Technical Support team to assist with porting Mr. **** to US Mobile. We also made a one-time exception and provided Mr. **** with a credit for service.

On December 20, 2022, we contacted Mr. **** and provided him with our findings.

We thank Mr. **** for his communication and trust that this explanation properly addresses his concern.
Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Initial Complaint
Date:12/02/2022
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.
Hi Im filling this complaint for Criket Wireless. I called yesterday 12/01/2022 due to wanting my phone I purchased from them unlocked. They explained that I had to be with them for 6 months before unlocking it. I have fully paid the phone and criket wireless does not want to unlock the phone I have fully paid. I spoke with a Supervisor and was questioning me why I bought the phone with them.. I fully paid my phone and I should have it unlocked. They are technically forcing me to stay with them like if Im in a contract. I need to get this resolved. I tried escalating and Supervisor left me in hold for about 30 min. My request: Want my phone that I already paid unlocked for any company..
Business Response
Date: 12/20/2022
December 20, 2022

Better Business Bureau
Online Complaint

Complaint No: 18514396
Re: *********************

****************************************** is in response to a complaint filed by *********************. In the complaint, ************** is requesting for his device to be unlocked.

Cricket will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer, and you have met the following unlocking requirements:
The device you want to unlock has been active for at least six months of paid service on that device.
The device is designed for use on and is locked to Crickets network.
The device has not been reported lost or stolen.
The device is not associated with a fraudulent account
Crickets unlock policy, available at https://www.cricketwireless.com/legal info/deviceunlock-policy.html, states:
We researched **************** request and found his device was activated on September 23, 2022. His line is still currently active. Based on our findings **************** device does not meet ********************* Unlock Policy requirements.

We contacted ************** on December 20, 2022 to explain our findings. We explained to him that at this time, we are not able to complete his request based on the time his device has been activate on our network. If ************** wishes to remain active for the reminder of the 6 months, we would be happy to unlock his device.

We thank ************** for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless
Customer Corporate Relations
1025 **********************************************************************
/JL
Customer Answer
Date: 12/20/2022

Complaint: 18514396

I am rejecting this response because:
If I purchased a device in full I should be entitled to go to which ever company I want and get my phone unlocked. If I buy an iPhone through Apple it wouldve been the same exact price. This is unfair for a NON CONTRACT COMPANY to FORCE YOU to stay with them for 6 months. I wouldve understand if I was in contract but I am not. If no device is unlock I will continue to proceed with a legal lawsuit. If unlocking the device is not an option for criket then I ask to get a refund for the device and return it so I can buy it directly from Apple.

Sincerely,

*********************
Business Response
Date: 12/21/2022
December 21, 2022

Better Business Bureau
Online Complaint

Complaint No: 18514396
Re: *********************

****************************************** is in response to a rebuttal filed by *********************. In the rebuttal, ************** states he does not agree with our response and would like for his device to be unlocked.

Based on our previous findings **************** device does not meet ********************* unlock policy and is not eligible to be unlocked at this time. Crickets terms and conditions are agreed upon activation and payment made month over month. Full terms can be found at: https://www.cricketwireless.com/terms

We contacted ************** on December 21, 2022 to explain our previous response. We explained to him that at this time, we are not able to complete his request but will be eligible once he has met the requirements.

We thank ************** for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless
Customer Corporate Relations
1025 **********************************************************************
/JL
Initial Complaint
Date:12/02/2022
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.
On Nov 8, 2022 I purchased a phone from a local Cricket store. I was not satisfied with the phone and attempted to return it the day after purchase. The system was down son was told to return the next day. I returned for six additional days only to e counter the same problems. After numerous calls my me and endless efforts of the store staff, we have no headway on the refund. Cricket has been an utter nightmare with trying to communicate and get authorization for a return. This is unacceptable.
Business Response
Date: 12/11/2022
********
Customer Answer
Date: 12/11/2022

Complaint: 18516657

I am rejecting this response because:
Your company has made multiple phone contacts regarding this issue. One such contact stated they were providing a return label to send the device back for a check to be issued as a refund. Another contact stated a $100 credit would be issued to my account for my inconvenience. A third mentioned he was the regional manager and was getting approval for me to return the device to the store where purchased for a cash refund. Until you guys can get your stories straight, I will have to reject your resolution.

Sincerely,

***************************
Business Response
Date: 12/15/2022
********
Initial Complaint
Date:12/02/2022
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 bought my cell phone and plan with Cricket Wireless ( BIG MISTAKE ) on line. It arrived at my house on 11/17/22 and I activated my phone on 11/18/22. I hade to call **************** to help. On HOLD for over 10 minutes. On 11/19/22 My cell phone had problems working. So on 11/20/22 I called customer service to see about getting a better phone. I wanted to know what was the cost to switch to a better phone. I called 3 different times to find out what would be the cost. And each time I called, I was on hold for over 10 to 15 minutes. Never got an answer to my question. So I decided to switch to a different provider. On 11/21/22 I called customer service to see what I needed to do, to return my phone. **************** could not get me throw to the ******************** Or on 11/22/22 either after both days being on hold for over 30 minutes. and on hold for a Supervisor that could not help either. So on 11/23/22 I got throw to the ******************* to get my return label Emailed to me. on 11/25/22 I *** my cell phone back. Today is 12/02/22 I have not received an email from anyone about getting my cell. I called Cricket 2 times, first time after being on hold for 10 min. a service agent sent me to a busy single. The second time I called the agent would not put me throw to the warrant ***** I ask for a supervisor and she hung up on me. I never thought I would be so disgusted with a company's service in less then a week. Great Job cricket wireless. So now I'm waiting for my $103.51 back.
Business Response
Date: 12/22/2022

December 21, 2022

Better Business Bureau
Online Complaint

Complaint No: 18516049
Re: ***********************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***********************. In this complaint, **************** states that he purchased a phone online. Mr. ****** was not happy with the phone and returned, he is requesting a refund.

We researched Mr. ******* concerns and confirmed that the equipment was returned. **************** will be refunded for the order. We thank him for his patience and advise him his refund can take **** business days to process.

We thank **************** for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless, Customer Support
1025 ************************************************************** 30319
/NG
Initial Complaint
Date:12/02/2022
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.
* Online transaction on 11/25/2022 with Cricket Wireless * paid $130.00 * business committed to provide phone service for 4 lines, 4 free phones, tranfer my 4 numbers to their service.* its been 172 hours now and I have no service nor are my numbers transferred. And now I am left without service for my household * i have contacted and done exactly as they have instructed me for the last 172 hours and continue to get placed on hold and no resolution. Ticket after ticket is placed but I still have no answers at all other than wait another 3-8 days over and over again. I have tried to resolve this in every way possible on my own.
Business Response
Date: 12/11/2022
********
Customer Answer
Date: 12/11/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:12/02/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 7 made a payment of ****** then on 8th made a payment of *****. they never received these payments. I have tried doing a 3 way call with the bank and the bank provided them additional information and cricket proceeded to argue back and forth then just hung up on us. This has been an on going battle with cricket with no resolution to the problem. They just keep going well if you pay ***** we will restore service.
Business Response
Date: 12/09/2022
********
Customer Answer
Date: 12/14/2022

Complaint: 18513266

I am rejecting this response because: I never recieved any calls from cricket wireless on the days that they said they tried reaching out to me. I have still not getting anywhere with them in regards to this situtation. I just want them to give me back my money.

Sincerely,

***********************
Business Response
Date: 12/20/2022
December 20,2022

Better Business Bureau
Online Complaint

Complaint No:18513266
Re: *******************

****************************************** is in response to a rebuttal filed by *******************. In the rebuttal, ********** is requesting a refund and states she has not been contacted.

We attempted to contact ********** to discuss her complaint on December 16, December 19, and December 20, 2022, but we were unsuccessful in reaching her. Should ********** still wish to have assistance with her concern, she can contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.

We thank ********** for her communication and look forward to assisting her with her concern.

Regards,
Cricket Wireless
Customer Corporate Relations
1025 ********************
*******, ** 30319
/JL
Initial Complaint
Date:12/01/2022
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.
My phone number an account was hacked, they called cricket and port transfered my number an my account to another provider (a provider that **** owns as they own both cricket an the provider it was transferred to. Called 3 different times asking for a supervisor an was left on hold twice an the third time the guy wanted me to play detective an call the service provider that the scammer switched to an get the new account number an pin number. The hacker then got into my bank account changed my password and enrolled me in a funds transfer to take all my money!
Business Response
Date: 12/25/2022
December 23, 2022

Better Business Bureau
Online Complaint

Complaint No:18511971
Re: *********************;

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In this complaint, ****************** states that his wireless numbers were fraudulently ported out to another carrier without his permission. ***************** would like this issue resolved.

We want to assure ****************** that his accounts security is a top priority for Cricket Wireless. After researching his account, we believe he may be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual may then have used Mr. ******** phone number in an attempt to gain access to other accounts where ****************** uses his phone number for verification. If he hasnt already done so, we advise ************** to file a police report regarding the suspected identity theft.

Our records indicate that we were able to retrieve Mr. ******** wireless number, restore his original service plan, apply eligible credits to his account, and helped him update his account security information.

We thank Mr.******** for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless, Customer Support
1025 *******************
*******, ** 30319
/NG
Initial Complaint
Date:12/01/2022
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.
Im on day three of issues with Cricket service on my phone and my sons phone when Im at home. The store cant help. Theyre not customer service. But every time I call 611, cricket customer service or if my son goes online for help, we cannot get help. The online help told my son to go to the store. Nobody knows anything. Yet Im paying for this service and Im paying for the inconvenience. I just want my service to work now. And for my trouble, my time, and my inconvenience, I want a month free of charge. This is not my error.
Business Response
Date: 12/26/2022
December 21, 2022

Better Business Bureau
Online Complaint

Complaint No. 18511005
Re: ***********************;

Dear Sir/Madam,

This ************** is in response to a complaint filed by ****************************. In this complaint, ***************** states she had connectivity issues at her home for nine days and would like a credit.

We spoke to ****************** on December 21, 2022 to discuss her concern. Although we do not issue credits for unused service, after researching her account, we agreed to apply a credit to her account as a one-time courtesy.

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:12/01/2022
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 went into my local cricket wireless store on 11/28/2022 and activated under the lifeline/ACP program. Since I did not have the proper account information to port my phone number over I was assigned a new phone number with the understanding that I would be calling in or returning to the store ASAP to complete the port in process. I called cricket customer support on the evening of 11/28 and was told it was no issue to port my number over I would just need to go the store so they could give me a new sim card. On 11/29 I returned to the cricket store to complete this process and was told I would need to pay $97.00 in order to port my number over. I later tried calling customer service again to ask about this and the representative that I spoke with acted like he had no idea what I was talking about and even hung up on me. All I want is what I was promised Im not trying to get a new phone or change my service in any way other then keeping my phone number from my ******** account and making it my cricket phone number.
Business Response
Date: 12/21/2022
December 21,2022

Better Business Bureau
Online Complaint

Complaint No: ********
Re: *******************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ****** ***. In the complaint, Mr. *** explained he was advised he could keep his number when activating service with Cricket but has not been successful. He is requesting to have his number ported over without any fees or charges.

We attempted to contact Mr. *** to gather more information on December 19, December 20, and December 21, 2022,but we were unsuccessful in reaching him. Should Mr. *** still wish to have assistance with his concern, he can contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.

We thank Mr. *** for his communication and look forward to assisting him with his concern.

Regards,
Cricket Wireless
Customer Corporate Relations
1025 ********************
*******, ** 30319
/JL
Initial Complaint
Date:12/01/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
****** Cricket Wireless service charges a flat fee of $4 for payments made by credit card. This results in a over a 6% convenience fee charge, which is disallowed by **** (capped at 4%). There is no physical store to bring cash payments within a 60+ mile radius. The only option is recurring billing to avoid any convenience fee charge.
Business Response
Date: 12/09/2022
********

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

Cricket Wireless, LLC

Cricket Wireless, LLC

Cricket Wireless, LLC

Cricket Wireless, LLC

Cricket Wireless, LLC

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Business Response

Initial Complaint

Business Response

Customer Answer

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Cricket Wireless, LLC is NOT a BBB Accredited Business.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Cricket Wireless, LLC is NOT a BBB Accredited Business.