Complaints

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

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless, LLC

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless, LLC

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

• 

  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

• 

  Cricket Wireless, LLC

  1120 Lancaster Dr NE Salem, OR 97301-2933

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

• Initial Complaint

  Date:11/30/2022

  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.

  On October 1st I had my girlfriend call into the Cricket Wireless call center to report that I had lost my iPhone 8. The employee who I talked to suggested blacklisting my cell phone to prevent it from being used on any carriers. He did not tell me about how difficult it would be to have cricket remove the cell phone from The blacklist if I found the phone. 3 days later I ended up finding myself phone and I called back to restore service was told it would be no problem that they have took it off of The blacklist. Unfortunately 30 minutes later my phone's service stopped working requiring a call back. The entire month of October I had called back the call center about 30 different times.. I was told so many different things by each representative i spoke too. it was very frustrating and I wasted so much time trying to get this phone working all the while I'm paying for the service on it. I paid $90 for two lines and only had service to one of the phones. I was also told a few times that I would be required to shut off my phone for up to 48 hours at a time to restore service & take the phone off of The blacklist which i did. After turning it on to have no service. I decided to make my complaint on the cricket community center forum about the nightmare I hadn't been experiencing. furthermore I had received a comment from cricket offering to take my phone off of The blacklist and send me a new SIM card complimentary. I was kind of insulted by such a poor offer after the ************ I had wasted trying to get the problem solved. if an entire month hadn't gone by without service this resolution would have been sufficient to me. however that is not the case with a month of service being wasted do the crickets inability to provide me a solution. I have been trying to reach a solution with cricket and believe I should receive a credit at the very least for the services I paid for but didn't receive in regards to the blacklisted line due to a naive employees suggestion.

  Business Response

  Date: 12/19/2022

  December 19, 2022
  
  Better Business Bureau     
  Online Complaint
  
  Complaint No: 18486667
  Re: *****************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *****************************. In the complaint, ************************ is requesting to have his device removed from the blocklist. 
  
  We attempted to contact ************************ to discuss his concerns on December 14, December 15, and December 16, 2022, but we were unsuccessful in reaching him. Should ************************ still wish to have assistance with his concern, he can contact *****, Cricket Wireless Corporate Escalations Manager, ************.      
  
  We thank ************************ for his communication and will be available to assist him with his concern if he should still desire.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 **********************************************************************
  /JL

• Initial Complaint

  Date:11/30/2022

  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.

  ****** his badge number is ********** /Hpo091n- he was the sup and did not handle the call he should have because he could had pulled the phone call as i asked him . i had called to change the due date for my phone bill and the lady said i would have to pay $50 and i asked her and made sure that it was half of my bill that was due not paying just to change it and she said no it was half of my bill so i paid it. now my bill is due for the full amount and i called and he was not trying to listen to what i was saying or even helped .

  Business Response

  Date: 12/19/2022

  December 19, 2022
  
  Better Business Bureau
  Online Complaint  
  
  Complaint No: 18482164
  Re: *********************;     
  
  
  Dear Sir/*****, 
  
  This correspondence is in response to a complaint filed by *******************************. In the complaint, ******************** explains her interaction with a Cricket Care supervisor. ******************** called before to change her billing cycle due date, and at that time she was charged $50.  She was told her next bill would be half.  When the next bill came due, ******************** was charged the full amount.  When she spoke to a Cricket Care Supervisor to resolve this issue, her issue was not handled,and the supervisor was not listening to her.  ******************** paid the full bill to keep her service active.
  
  We contacted ******************** on December 16, 2022, to discuss her complaint.
  We can confirm that ******************** was informed that the payment made at the time of changing her billing cycle would cover half of her next bill. The information provided was incorrect the $50 payment was to cover from November 13 to November 28, but because ******************** was informed incorrectly, we processed a one-time credit to her account.
  
  Cricket Wireless values ********************** business and loyalty.The Cricket care team received the details of her complaint and will investigate her concerns and will take any actions they deem necessary.
  
  Cricket takes pride in our customer experience and is committed to providing excellent customer service. We value feedback and apologize for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met. 
  
  We thank ******************** for her communication and trust that this explanation properly addresses her concerns. 
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  1025 ******************* 
  *******, ** 30319 
  /NG 
  

  Customer Answer

  Date: 12/19/2022

   
  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:11/29/2022

  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 purchased a new device from ********************** and I was told I get some accessories with it but they told me the accessories were free of charge and that they come with the purchase of device, but according to my receipt I was charged over 50$ dollars for the accessories when I was told it's free and then I was also charged 11.99$ for the protection plan I did not want nor knew about I was paying . I would like a refund or a account credit of the total cost of accessories and protection plan . I was mislead and lied too . @ store *******************************************************************. Associates name is **********

  Business Response

  Date: 12/26/2022

  Better Business Bureau
  Online Complaint
  
  Complaint No: 18478533
  Re: *********************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ********************* regarding Cricket Wireless service. In this complaint, ************** states that a Cricket Authorized Retail representative charged him for accessories that he was told would be free.
  
  We spoke to ************** on December 7, 2022 about his complaint. Cricket Protect was removed from Mr. ****** account on December 3, 2022. As a one-time courtesy we applied a credit to his account for the items purchased. He is aware that we forwarded his complaint to the Authorized Retailers corporate.  
  
  We thank ************** for his communication and trust that this explanation properly addresses his complaint.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /KM
  

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18478533
  
  I am rejecting this response because:
  Only a 25 dollor credit was applied.... I was charged over *************************** the remaining balance and I had removed the protection it was not done by a representative . 
  Sincerely,
  
  *********************

  Business Response

  Date: 12/30/2022

  December 28, 2022
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18478533
  Re: *********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a rebuttal filed by ********************* regarding Cricket Wireless service. In this complaint, ************* states that he is rejecting the $25.00 credit because he paid $50.00 for the accessories.
  
  While speaking with ************** about his complaint on December 7, 2022 he acknowledged using some of the accessories on his device. He stated that he did not need the other accessories and would return them to the store if the Authorized Retailer (AR) requested him to do so. As a one-time courtesy we applied a credit to his account for the items he advised he would return once contacted by the ***
  
  No further credits are due to ***************
  
  We respectfully request that this complaint is closed at this time, as we are unable to assist further.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /KM
  

  Customer Answer

  Date: 12/31/2022

   
  Complaint: 18478533
  
  I am rejecting this response because:
  I have never heard back from the store and as I said the representative applied all the accessories to my phone in store , and all I was told I was getting a case free with phone next thing I know there's a screen protector and charge box that pops up without my notice . I have been waiting for weeks now almost 2 months .... I don't think they are going to return 2 months old accessories. Like I said I still have yet to receive a response for returning items . 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/29/2022

  Type:Delivery 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 initiated a transfer of two lines from att to cricket wireless the 15th of november 2022, one line went through just fine the other has has many errors. its been over two weeks and i stil can't get a straight answer as to when i can expect a fix. i have been given the wrong number to call many times and even disconnected numbers that were supposed to be corporates number. i have been to two stores in person called many numbers and used that online help chat many times and still have nothing. i've been told i am waiting on the advanced team to cancel a pending order so then they can activate my phone. the pending order was made by a customer service rep because they didn't listen to me. i get passed around to everyone who does not have the means to help me but never given the number of someone who actually can help. i've had my cases escalated at least a dozen times which seems like just another lie told to me by cricket cause it makes no difference

  Business Response

  Date: 12/19/2022

  December 19, 2022
  Better Business Bureau    
  Online Complaint
  Complaint ID: ********
  Re: *************************
  Dear Sir/*****,
  This correspondence is in response to a complaint filed by *************************. In this complaint, **************** states he attempted to port over a new line but has not been able to activate it. He is requesting to have his line activated.
  We researched Mr. ******* account and opened a ticket with our IT department. They were able to complete his request and activate his number on December 15, 2022.
  We contacted **************** on December 15, 2022 to inform him of our findings. We explained his number is now activated and we agreed to provide a one-time credit to his account.   
  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:11/28/2022

  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.

  My family and I switched to Cricket Wireless on Tuesday, November 22, 2022. We recieved our SIM cards on Friday, November 25. When we activated the phones on Sunday, November 27, we lost all service to the 5 phone lines that we were attempting to switch. Thinking that it was our error, we went directly to the nearest Cricket retail store in ******, *****. We went to the store where the worker proceeded to chat with the online customer service for an hour. This did not fix anything. We drove home to spend another two hours on the online chat trying to fix the solution. We still have no working phones, and we use our phones to conduct our jobs. My 73 year old in laws are currently 3 hours away from any family with no working phones. My sister in law is a realtor, and she cannot do her job without a phone. My husband conducts 90% of his job from his phone. When we chat with Cricket they keep telling us it could take upwards of 7 days for the issue to be resolved. This is unacceptable. How are we supposed to ensure that our elderly family members are safe, or if they need to make an emergency call it is not possible. There is currently no end in sight, and they are offering no help in expediting the issue. Today, during my husbands lunch break, he had to go and open a new ATT wireless account just so that he could have a working phone to be able to do his job. You cannot even call us to let us know that the situation is resolved because none of our phones are working. My husband's temporary line is ************.

  Business Response

  Date: 12/15/2022

  December 14, 2022
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18474929
  Re: *********************  
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ********************* regarding Cricket Service. On November 22, 2022, ************** transferred her five lines to Cricket Wireless. She received the *** card on November 25, 2022,and on November 27, 2022.  ************** attempted to activate them but was not successful. ************** is requesting for Cricket Wireless to release the wireless number so she can return to AT&T.   
  
  We contacted ************** on December 8, 2022, to address her concerns. ************** informed us that AT&* was able to assist her with retrieving her numbers.************** requested a refund for her inconvenience.  
  
  We researched Ms. ****** account and confirmed that her services were never activated. ************** will be refunded back to the original form of payment. We thank her for her patience and advise her refund can take 5-7 business days to process with her financial institution.
  
  We thank ************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /NG
  
  
  

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service 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.

  As of Friday 11/26/22 I switched carriers to cricket wireless. I ported in my old number from previous carrier to cricket wireless. The cricket store I went to is located on ***********************************************. The store promised my caller id name would be ********************** caller when I asked about it before activation of the phone and after activation the called id wasn't ********************** caller and the store didn't resolve the issue and cricket costumer service didn't either. After this incident I requested cricket change my number but they disconnected my network and when I called costumer service they didn't restore the network. This number changing issue and getting network disconnected continued till and including Sunday 11/26/22. On Sunday I went to the original store and they didn't restore my service. **************** didn't either. So I cancelled the account and requested a refund and the store and costumer service was unwilling to provide a refund. Even though I paid for the service and gave them 3 days to restore my network nevertheless they refused to refund and reffeded to their shady policy. I believe they stole my money and didn't provide service and ran. Additionally, the store at ********************************************* when I came into that store on Sunday on 11/26/22 a person working in that store claimed to be the manager was abusive, hostile, accusatory unwilling to treat me with dignity. She said I was rude to the workers in the store on previous Friday. But unfortunately she's lying not only did she lie and falsely accuse me. She colluded with another worker and that worker said, she was in the store Friday even though it wasn't the same person. The person didn't have the same body mass or height but that person colluded with that manager to say I was rude to a worker on Friday. Which is false. When I requested my account be cancelled the store refused. They said only costumer service can cancel accounts. I would like a full refund from cricket wireless or store.

  Business Response

  Date: 12/29/2022

  REFUND CHECK HAS BEEN APPROVED AND SENT VIA MAIL

• Initial Complaint

  Date:11/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 15th 2022. I went into the cricket wireless authorized retail store. And purchased a Moto g stylist 4G cell phone. For the price of $212.77 I also informed the clerk. I would need a 10-ft charging wire for the phone. I paid $27.47 for the wire I was given. To charge the phone.Later that night. When I opened the package to the charging wire. I discovered that it was not a match for the phone I had purchased.And cricket wireless was now closed for the day. So I resulted to going to a local ******** And getting a charger that matched my phone.When I returned to the Cricket wireless authorized retailer. November 19th 2022. I explained that they had sold me the wrong charging wire. For the new phone I had purchased. And I wanted a refund. Of $27.47 for the charging wire.The store manager. Told me they do not give refunds on accessories.

  Business Response

  Date: 12/14/2022

  na

• Initial Complaint

  Date:11/25/2022

  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 attached a copy of cricket wireless policy and when I've bought my phone's. I called cricket on Nov 9 to get my phone's unlocked and they told me it will take them about week to figure out why my phone's won't unlock. Now here over a week later no response from cricket and my phone's still won't unlock. My ID number from ******************** to unlock my phone's is C-SVZOEV. I just want my phone's unlocked. The telephone numbers are ************************ I've brought my phone's (attached a copy of receipt/email brought them online) and have had them as a carrier almost a year now. Well over there 6 months policy to have the phones unlocked.

  Business Response

  Date: 12/21/2022

  December 20, 2022
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18461062
  Re: ***********************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *********************** regarding Cricket Wireless service. In this complaint, **************** states she requested the unlock code for her device on November 9, 2022, but has not received to date.
  
  We attempted to contact **************** on November 28, November 29 and November 30,2022, but we were unsuccessful in reaching her. To investigate Ms. ******* concerns, we need to be able to communicate with her. Should **************** still desire assistance with her concern she may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.
  
  We thank **************** for her communication,and we will be available to assist her should she still desire.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /KM

• Initial Complaint

  Date:11/23/2022

  Type:Customer Service 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.

  Good afternoon, After trying out ****** Net unsuccessfully, and spending $500 to remove tree cover leaving me with very poor Internet reception, someone recommended Cricket. Their credit card machine was not working so I was asked to pay in cash: $50 for the Hot-spot device, a $25 connection charge... and this is where my complaint rests: I purchased the plan that had the most amount of data at $90 per month. As soon as I got home, I attempted to make a purchase on **** and was bumped off-line. This happened repeatedly. I returned the next day and the customer service person took the data card out and told me to try again. Same thing. I had ZERO service from November 1-6. I went back again and was told to try the hot-spot in different places. I managed to get intermittent reception outside--but I have no outside electrical outlet and my laptop has a weak battery. It's also too cold to sit outside. As of today. 11/18, I've had four days with so-so service; none after the recent hurricane, and none last night. I do not think Cricket should sell the illusion of a big data package when rural areas are lucky to get ANY reception. I wrote asking that the $90 I paid in cash apply to two months. A lower fee should apply since my usage is low due to awful access. Rural areas are poorly served. In my mind, it is FRAUD to make a client think they can use the Internet as needed when so many compete for the same satellite "space." My experience has been depressing, disorienting... the stuff of despair. My area also has no home phones currently. I NEED the Internet since I am a senior. I request that Cricket reimburse me for a lousy first month of service, and apply half--$45 to my December usage. A low use data plan is all I can apparently access... or hope for. Thank you for your help. *********************

  Business Response

  Date: 12/14/2022

  December 14, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18458039
  Re: *****************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *****************************. In this complaint, ********************** states she purchased a hotspot and paid for a month of service. ********************** states her internet service is intermittent and at times, has no internet service.  ********************** is requesting a partial refund for service.
  
  We reviewed Ms. ********** account and found she experienced issues with service. We made a one-time exception and provided ********************** with an account credit.
  
  We contacted ********************** on December 14, 2022, and informed her the credit has been applied to her account.
  
  We thank ********************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

  Customer Answer

  Date: 12/14/2022

   
  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:11/23/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 11/23/2022 Double charge I paid my phone bill not thinking I had enrolled in auto pay. I was then charged a second time on the same day. I asked for a refund and even when speaking with a manager on duty was told they would not issue a refund. I was only seeking to be returned for 1 of my charges. They did not even try to get my money back to me I was told "it would be too difficult" to refund me. They dismissed my complaint. I have filed with my bank but it could be weeks or months before this is resolved.

  Business Response

  Date: 12/14/2022

  provided refund of duplicate payment

  Customer Answer

  Date: 12/14/2022

   
  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,
  
  *****************************