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

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

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

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:11/23/2022

  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 am with cricket wireless for almost 10 years and yesterday my phone got hacked. ****** was able to successfully port my number from cricket wireless to some another career without my consent. Now hacker is accessing my credit card accounts, paypal account and changing information as he/her has full control over my account.I have raised this concern with Cricket wireless and I was given case number of C-MTOYLV. I was also been told by cricket that they are investigating but unfortunately I have not got any response back from them even after more than 24 hours of the incidence. I am really too much concerned as my identity has been stolen and cricket is not taking any satisfactory steps to resolve the issue. Police report has also been filed with the local police department.

  Business Response

  Date: 12/11/2022

  RETRIEVED THE NUMBERS AND MERGED ACCOUNTS

• Initial Complaint

  Date:11/22/2022

  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.

  Incident date:11/19/2022. The 3 Cricket employees (*************** ** location) would not allow me to apply my ACP benefit although they knew it was good, instead insisting I pay the full amount in cash. They would not provide their names, employee numbers, or store location number. They were extremely disrespectful, rude, and unprofessional. The short Hispanic female then made me leave the store. I recorded the entire incident on camcorder, which I offer as evidence.

  Business Response

  Date: 12/07/2022

  ********

• Initial Complaint

  Date:11/21/2022

  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 husband and I upgraded our phones in May 2022. In June both of our phones quit working because something happened overnight that wiped out the *** card numbers for our new phones and added our old *** cards to the account. We were able to get this fixed by going to the store and activating a new *** card but this issue has occurred again in less than 6 months. In trying to get down to the root cause, I was just told that I would have to go back to the store and get a new *** card activated. This is very frustrating especially since it's a holiday week and I have a teenage daughter in school that can reach me through a text if necessary and my husband sends me text letting me know he made it to work. I have gotten no clarification of what is causing this issue except that they're trying to say that I did something on my end with the account which I have not done. I only go into the cricket app to ensure that our payment has processed and that's it. But it is very frustrating that within 6 months this will be the second *** card that I have had to get replaced because of something that has happened on their end which they refuse to look into. And I was ignored and left on hold this time as I was trying to get down to what was the issue and I just kept getting the same answer over and over and over. Just kept saying that I did something on my end to mess this up when I know for a fact that I haven't done anything and why would I do anything to change a *** card if this is my avenue of being able to contact my family. Any help that you could give me on this would be appreciative. We have been customers of cricket for 2 years and it's only been in the last 6 months that we have issues but it's ridiculous that it's the same issue in less than 6 months. And I just want some kind of idea of what they are going to do to try to prevent this from occurring again but they would rather blame the customer. Thank you in advance for your help, ***************************

  Business Response

  Date: 12/11/2022

  NO ANSWER

• Initial Complaint

  Date:11/20/2022

  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.

  Transaction was dated nov 4th. I cancelled my cell phone service with cricket wireless. They told me i didnt have a credit on my account and then told me because my account was closed they couldnt issue any refunds to me and to contact my bank. Ive attached the image of my account and part of the text window. Im really irritated with cricket because of this issue first completely dismissing me and then telling me that i didnt have a credit when i know i did then hanging up on me while trying to get it resolved.

  Business Response

  Date: 12/08/2022

  December 8,2022
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No:18442838
  Re: *************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *************************. In the complaint, ************** states he canceled his account and left a credit balance.He is requesting a refund of the balance left on the account. 
  
  We researched **************** account and found he canceled his account on November 17, 2022. The account had a credit that was left on the account. We would like to advise ************** of Crickets terms and conditions which state: 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 canceled, for any reason, any remaining balance will be forfeited. Full terms can be found at www.cricketwireless.com/terms.   
  
  We contacted ************** on December 8, 2022 to discuss our findings. We agreed to make a one-time exception and requested a refund with our back-office team. Once ************** refund has been processed, he can expect his refund back within **** business days in the form of a check.  
  
  We thank ************** for his communication and trust that this explanation addresses his concerns.
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  1025 ****************** 
  *******, ** 30319 
  /JL 

• Initial Complaint

  Date:11/18/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ad in the app says $5 if you use autopay. Nothing extra, no terms and conditions. Clicking the ad in the app takes you directly to enable autopay, but doesn't apply discounts.

  Business Response

  Date: 11/29/2022

  November 29, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18438507
  Re: *******************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ******************************* regarding Cricket Wireless. In his complaint,********************** states he added the AutoPay feature via an Ad but has not received the $5.00 credit to date.
  
  We attempted to contact ********************** on November 19, November 28 and November 29,2022, but we were unsuccessful in reaching him. To investigate ********************** s 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 Lenox Park **** **************** 30319
  /KM
  

• Initial Complaint

  Date:11/18/2022

  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 was short on money to pay my Cricket Wireless cell phone bill when it was due. Cricket shut off my service the next day, which was November 10th, so l called their hotline and set up a bridge pay with their customer service ********** turned my phone back on for $30, which gave me 7 more days to pay the remaining balance. At 12:00 AM on November 11th my phone service was shut off. I had a big job to do on the 11th, and being a freelance videographer I needed to have my phone ON. Cricket customer service did not open until 9AM, which is the exact time my job started. I had no time to call Cricket and resolve the issue while I was working, and finally was free to call them at 6PM. It turns out the *** had completely screwed up the bridge pay, which is why my phone was shut off only hours later. The new *** activated my bridge pay correctly and turned my phone back on. This failure by the *** really put me in a bind and made my day much more difficult and stressful than it should have been. I want a credit of $40 for my trouble. I asked a *** supervisor to give me the credit, and she said they would let me know within a few days. I never heard back from her.

  Business Response

  Date: 12/06/2022

  December 6, 2022
  
  Better Business Bureau    
  Online Complaint
  
  Complaint No: 18437724
  Re: *******************
  
  ****************************************** is in response to a complaint filed by *******************. In the complaint, ************ states his ********* was not setup correctly and caused his service to be suspended. He is requesting a credit for the inconvenience. 
  
  We researched ************** account and found his ********* was setup a day after he contacted the Cricket Wireless ************* Team. Based on our findings we agreed to issue a one-time credit to his account.
  
  We contacted ************ on December 5, 2022 and explained our findings.  His account is now active with a credit being applied to his next billing cycle.  
  
  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:11/16/2022

  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 was unable to pay my cellphone **** after losing everything due to hurricane. It had been more then 3p days so when I was able to pay I called cricket and was told to establish service again I needed a new sim card so I paid for a new one and was advised it needed to be signed for upon delivery from us. I never recvd it and called 20 days after I purchased it. Customer service advise me that *** said it was delivered but nobody could provide me with a confirmation signature. I never received it. I asked for supervisor and was told they don't have any supervisors to speak with me the first time. I I called back after being without a phone for over a month and was told that if complete needed to be filed through *** so I contacted GPS and they told me I couldn't file it due to the fact that I didn't place the order. I called back to Cricket and was told I was out of luck there was nothing that could be done. I called again and another representative said he would start a complaint for me but the call was disconnected unexpectedly and no one returned my call. I basically paid for something I never received and they seem like they are unable to communicate or refund my money therefore I plan to file legal action and a complaint with the consumer division of the ******* Secretary of State immediately. This has resulted in a loss of business since I use my phone strictly for my business which I ran before the hurricane and I'm trying to get back on my feet. I am a veteran and had plans to open a non-profit which have now fell under since I haven't been able to work since losing out money on a phone that I paid for and I never could use. The customer service is unethical and does not follow the proper business policies required by the state of Georgia I do not recommend doing business with Cricket Wireless because it is joke and they just rip people off it seems. There are several others that I've spoke to and a class action suit will be filed if this is not handled immediately

  Business Response

  Date: 11/23/2022

  November 23, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: ********
  Re: *******************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *******************************. In this complaint, ****************** states she placed an online order for a SIM card and did not receive the order. ****************** is requesting a refund.
  
  On November 17, 2022, we contacted ****************** to gain additional details on the online order. At that time,we were advised ****************** has legal representation. We informed ****************** moving forward all communication will be from our legal team.
  
  We thank ****************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

• Initial Complaint

  Date:11/15/2022

  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, retails in ******** **********. "*********************"I received a messages from Cricket wireless, someone change my PIN number without my authorization. One of the family member trying to changes things on this account on their own but this account is under my name. Cricket Wireless without contacting me to authorize changes but make it happened without account holder's consent on changing personal information and PIN! After speaking to them, they give no solutions but ask me to set a new PIN as they have already change my PIN prior my consent!This is not aceptatble and I need this to be address ASAP.

  Business Response

  Date: 12/05/2022

  18408967
  

• Initial Complaint

  Date:11/15/2022

  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.

  Paid for extension. ***** was not credited to my account. ************* suspended. Loyal customer of 3 years. 2 lines ********** amount of $20 on Nov. 6 *Sent reminder text by Cricket on Sunday 11/13/22 to pay $61 or get ********* extension. *Hit link in text. Paid $36 for extension on 11/13/22 *Service suspended at midnight 11/15/22 *called 611.. on hold for supervisor for over an hour, hung up *called back got supervisor *********************** who said I needed to pay $79.99 to restart service.*explained ********* and extension. Asked where my $36 is because I didn't pay for no reason. *ASKED *************** FOR HIS SUERVISOR. HE SAID HE DIDNT HAVE ONE AND THERE WAS NOONE I COULD SPEAK WITH. I ASKED IF CONVERSATION WAS RECORDED. HE SAID YES. Called again. ********. ID:I-XNCMFE was informed that if u recieve ACP credit of $30 but your account is suspended, you are required to pay the $30 credit again to restart service.

  Business Response

  Date: 12/05/2022

  ********

• Initial Complaint

  Date:11/14/2022

  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.

  My phone number got hacked, it seems like a sim swap scam. My cricket account security question and pin code were changed and I was locked from my account. The number was used to perform fraudulent activities on my bank accounts as well. Cricket customer support didn't provide any help to protect my information, restore my account or at least stop my number so it doesn't continue to be used for fraud. Their customer support is not knowledgeable they don't have a process to protect or help customers from identity theft or fraud.

  Business Response

  Date: 12/05/2022

  ********

  Customer Answer

  Date: 12/05/2022

  Hello,

  Cricket claims that they tried to contact me and couldn't reach me. Below is the email they sent on Nov 23rd, saying that they couldn't investigate my account and I responded same day providing the phone number with the issue and the account number.

  They also claimed they reach out on Nov 28th. I haven't got any contact on Nov 28th, I wonder if they are trying to call me on the number that I am saying it was stolen!!

  On Dec 1st, they sent an email that they tried to reach out to me and they were not successful. Asking me to call their support on their ***** number (*****-CRICKET) is a waste of time, since I will be put on hold till forever. They haven't provided the direct contact number for *****, their escalation manager that they want me to contact. And clearly he didn't see my response when I sent him an email as I never received a reply back through email!!!! 

  Completely unacceptable and it is very disappointing getting this response after almost a MONTH waiting!!!! If they want to solve this, they can reach me on *************. Other than that they are continuing to waste my time. I am reporting fraudulent activities and Identity theft that their company allowed!!! The action and response need to be taken more seriously. 

   

  ---------------------------------------------------------------- EMAIL COMMUNICATION ON NOV 23RD ------------------------------------------------------------------------------------------------------------------

  Cricket Customer Success <********************************************************> Wed, Nov 23, 8:32 AM (12 days ago)
  
  
  to Rasha.elmasry
  
  
  Rasha,
  This is a follow up email to informed you that we attempted to research your account but cannot locate with the number your provided. Please provide us with your Cricket number or account number. Thanks, and we look forward to assisting you.
  Regards 
  ***********************
  Manager Cricket Customer Success
  1025 *************** 8th Floor
  ******* **, 30324
  Email:************************************
  Phone: *****-CRICKET
  cricket wireless
  
  
  Ref:MSG0318086_EcIhvql0BwHa5JiaGyz1
  
  
  
  
  
  Rasha Elmasry <***********************> Wed, Nov 23, 10:56 AM (12 days ago)
  
  
  to Cricket
  
  
  
  
  
  
  
  My cricket number is
  ************
  
  
  Account number: *********

  Business Response

  Date: 12/12/2022

  ********