Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

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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

1,354 total complaints in the last 3 years.
400 complaints closed in the last 12 months.

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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:11/07/2022
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.
Date of transaction 11/7 Purchase Price ****** I wasn't informed about there being a warranty on my device when I brought it in for a software issue that would have been covered under it. I was led into purchasing a new device at full price even the device was only 6 months old.
Business Response
Date: 12/02/2022
PROVIDED RESPONSE
Initial Complaint
Date:11/07/2022
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 this Cricket store location on August 30th 2022 to purchas a new phone due to my old phone breaking and occasionally becoming unresponsive. The worker there ***** asked me what I was looking for in a phone and what phone I currently had, I told him I was looking to get a ******* because that's what my boyfriend has and I like it. But he pushed me to get this ******** phone and I figured I would try it thinking he might know I would like, the people have usually never steered me wrong. I used the phone over the weekend and had nothing but issues with it, it wouldn't load ANYTHING unless I was connected to wifi, even if what I was loading didn't need wifi or data. So I went back September 6th to exchange it, ***** refused to help me and got his boss ****, he asked me why I needed to exchange it and I told him then he proceeded to tell me that it wasn't the phone just my connection and I must not like the phone, then said he couldn't exchange it because the computer was down and to try tomorrow. He told me the computer was down every day until the 9th, he had ***** (the one who sold me the phone) do the exchange. **** asked him if everything was ok because it was taking a bit and ***** told him yes. Finally he got my new phone rang up and I paid. The next day I was looking at my receipt that they emailed to my mom given we are on a family plan and credit card statement and noticed they didn't refund me my money, just sold me a new phone. I went back up there 3 days after that and complained to **** the manager and he's been giving me excuses, he finally emailed his boss and put me in the email with them and I talked to him and told him what happened and now he's stopped responding to me also. So they have stole $122 from me because they haven't refunded me the money for the phone I returned. I do have receipts, emails, text and a witness who was with me every time I went to talk to them.
Business Response
Date: 12/02/2022
refunded
Initial Complaint
Date:11/06/2022
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.
I returned a cell phone that I purchased through affirm.cim in July 2022, I was told after two months of trying to get answers in my refund that it was approved on July 28th 2022. I waited and nothing showed in affirm.com loan page. I contacted affirm to help me in which they did but it's still sitting in dispute and it's now November 2022. I was told **** business days. Yet again I called cricket for the 10 time getting the run around now affirm told me cricket did refund finally in September but not for the whole amount now again it's holding my loan with affirm on hold for dispute and I can't purchase anything due to cricket wireless negligence. A return in which.was suppose to take **** business days is now on in month 4. I'm not sure why this is going on but cricket wireless could care less about their responsibility to me. The phone was returned in the allotted time and was granted a refund. I shouldn't even need to bring affirm in on this as this is the responsibility of cricket wireless to return all money upon receiving the product back.
Business Response
Date: 11/29/2022
November 28, 2022

Better Business Bureau
Online Complaint

Complaint No: 18366830
Re: ***************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************** regarding Cricket Wireless. In her complaint,******************** states purchased a Cricket Wireless device via Affirm. She returned the device and has not received the refund to date.

We spoke to ******************** on November 28, 2022 about her complaint. Our records show she received a refund for order **************** (device only) on September 27, 2022. We advised ******************** the upgrade and activation fees was non-refundable.

Notwithstanding Crickets policy we made a one-time exception and applied a credit to her account for the upgrade fee.

She is aware that she will need to speak with Affirm directly to have her account cleared on their end.

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

Regards,

Cricket Wireless, Customer Support
1025 Lenox Park **** **************** 30319
/KM
Customer Answer
Date: 11/29/2022

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:11/06/2022
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.
On september 28th we suffered a major hurricane in sw ******* as i am looking at my crickett phone bill and wondering why i am still being billed full charges when we had know service for almost 2 weeks and if you got servive it was maybe 15 minites in the wee hours of the morning so i expect a credit on my bill as i feel we have lost enough i dont feel we should have to pay for service that we did not have and sham on them for billing those charges
Business Response
Date: 11/15/2022
November 15, 2022
Better Business Bureau
Online Complaint
Complaint No: 18366507
Re: ***************************
Dear Sir/*****,
This correspondence is in response to a complaint filed by ***************************. In this
complaint, ****************** states she is in Southwest ******* and was impacted by the
hurricane. ****************** is requesting account credit for the two weeks she was without
service.
We reviewed ******************** account and provided her with a one-time account credit.
We contacted ****************** on November 14, 2022, advising 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: 11/16/2022

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:11/06/2022
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 an IphoneSE from Cricket Wireless 10/26/2022. I spent 2 hours while they were supposed to be transferring my old phone contents to the new phone. Got home and the only thing from the old phone was the number. Got Most of the info on the new phone the next day. Still don't have texts moved to the new phone. I have been back about 4 other times to get alerts for my emails. Spent 2 hours there today with the manager. After 2 hours he still didn't have it fixed so I asked for him to take the phone back and refund my money. He also jerked another phone out of my hand and deleted the video I was making. I have given them hours of my time getting the issue resolved and still have a phone not alerting me to emails.
Business Response
Date: 11/28/2022
********
Customer Answer
Date: 11/28/2022

Complaint: 18365955

I am rejecting this response because: Cricket employees were unable to get the phone to alert me to emails. The complaint should be for the Cricket store in *************, **. All stores are independently owned and corporate CANNOT do ANYTHING even if they wanted to.

Sincerely,

***********************
Business Response
Date: 12/01/2022
********
Customer Answer
Date: 12/01/2022

Complaint: 18365955

I am rejecting this response because: It's not up to me to go to an Apple website to troubleshoot a phone that 5 Cricket employees couldn't fix. I have already had my number switched back to my old phone about 2 weeks ago. All I want is a refund on the phone then Cricket employees can go the Apple website and see if they can fix the issue.

Sincerely,

***********************
Business Response
Date: 12/11/2022
PROVIDED RESPONSE
Customer Answer
Date: 12/11/2022

Complaint: 18365955

I am rejecting this response because: The only reason the 7 days for a return was past was because I kept giving them a chance to fix it. I should have given up the 3rd time I went back. When I get a chance I'll find different phone service.

Sincerely,

***********************
Initial Complaint
Date:11/06/2022
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.
Sunday, 11/6/2022. I received a text from Cricket saying my bill is due tomorrow and I can pay to day by going toy cricket app. I went to my cricket app to check my account and it did not show a credit on my account. It showed a balance due on Nov 8, 2022 of $50. I immediately paid the $50 due with my cash app card so as not to have my service interrupted on tomorrow, Nov 8. After I made the payment in the app, the app then **** a $100 total due and my payment of $50. So, I was immediately confused and made a call to cricket while still in the app. While on the phone with the representative, explaining the problem to her , ****** or *********, the app changed to showing a $60 payment due on Nov 8, 2022, then changed again today a $60 credit. I spoke to rep and explained that there had been a double payment because.of errors on my account showing in the cricket app. I said further that whenever this happened in the past I could reverse the payment in the app, but it was not allowing me to do that now. She initially told me that I only had a credit of $60 that would be used for the Nov 8th payment, but before hanging up she added at the end of the conversation that the credit I had would be applied to a future December 2022 payment. I immediately spoke up that it was a double oaemt because cricket texted me that I had a paent due and did not reflect that I had already had a credit that would cover the November payment and I wanted my double payment that I just made mo.ents ago reversed. She said they would not do that. I told her I am poor and a single parent of an infant and needed that money and would not have paid that far in advance but cricket deceived me into believing that I owed and had no credit for November. I asked her to escalate to a supervisor. She said I will get a call back in a half hour,which would be around 11:30-11:45 AM today.
Business Response
Date: 11/15/2022
November 15, 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 she made her payment, and it was not reflecting on her Cricket app. She states she made a double payment and is requesting a refund.
We researched ****************** account and found her payment was made on November 6, 2022 and applied to her account. Her payment was successfully applied towards her November bill and she does not have a balance until her next billing cycle.
We contacted **************** on November 15, 2022 and explained our findings. We explained her November bill was paid and she currently has a zero balance. She had no further questions or concerns.
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:11/04/2022
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.
I paid my monthly cricket bill 2 days before the due date. At the same time I added 10 extra gigibytes to my hotspot to finish out the final 2 days. I did not use even 2 of the 10 when the next day I had no connectivity. After near 2 hours on hold waiting for a supervisor I opted to pay another $10 for 5 more gigs just so my daughter could get back to work. My plan rolled over last night. Today my account is suspended.
Business Response
Date: 11/14/2022
November 14, 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 added a feature to his account and was not able to use it. He explained his account was then suspended and he is requesting a refund.
We researched Mr. ************ account and found his account is now active and he has a zero balance. We agreed to issue a one-time credit to his account, based on our findings.
We contacted ************************** on November 10, 2022 and explained our findings. We also provided our contact information in case he had any further questions or concerns.
We thank ************************** for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
****************************************************************** 30319
/JL
Customer Answer
Date: 11/17/2022

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 in this matter.

Sincerely,

***********************************
Initial Complaint
Date:11/03/2022
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.
9/24/22-auto pay for bill of $100 for (paid 8/26-9/25)9/25/22-added another line to our plan for $25 more a month 9/26/22- phones shut off and told we owed $126.33???total paid was $226.33 in September our monthly bill is only $125.00 a month (9/26-10/25)to date: 8/26-9/25=$100 + $10.32 prorate 2 days on old bill cycle for new line 9/26-10/25=$125.00 Total owed=$235.32 9/24=paid $100 9/26=paid $126.33 10/25= paid $110 Total paid $336.33 I have called customer service and have spoken to 2 supervisors. They tell me what I was charged was correct. I am not coming up with that. I have asked for detail of my charges and how they have determined this and they said that they can not email or text it to me.
Business Response
Date: 11/15/2022
November 15, 2022

Better Business Bureau
Online Complaint

Re:***********************
Complaint ID: ********

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In her complaint, ************** explains a problem with her bill and requested a correction.

On November 10, 2022, we contacted ************** to get more information about the issue. We reviewed **************** account and confirmed the charges. On November 14, 2022, we contacted ************** and informed her that we were not able to refund the balance requested, but we will be happy to issue a credit to her Cricket account for the balance. ************** agreed to the credit.

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

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ******************
*******,** 30319
/NG

Customer Answer
Date: 11/16/2022

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:11/02/2022
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.
Phone # ************ - On September 24, I ordered a phone online from Cricket Wireless, order # ****************. I had to send it back due to no fault of my own. Was directed to and sent a label for me to send it back to you. On October 3, 2022, at 9:21 am, it was received in their warehouse.. Since that time, I have been trying to ************* back. Have spent many hours on the phone, getting something different from every person. on 10/28/22, finally got a supervisor, ******, told that there was a problem with how the refund/return was set up. He corrected it and said it would be escalated. Yesterday, 11/1/22, I received a txt that the refund had been sent to me in the amount of $153.09, which is what I paid, that money is not in my bank account. So this morning, 11/2/22, my phone has been suspended, all lines and recording tells me I must pay $119 to get it turned back on. Please note that this is the amount I paid for the phone itself. My acct is set up to pay on the 15th of the month, which I have paid thru 11/15/22, yet they turned it off due to money owed. It is like they are requiring me to pay them back the refund they owe me, leaving me getting stuck by them. They have given me about 5 different excuses, but I just want my refund back and my phone turned back own.
Business Response
Date: 11/11/2022
customer never responded
Initial Complaint
Date:11/02/2022
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 and paid for a phone online on September 21,2022. I never received my order. I have filled a claim with *** for "lost package". They stated that *** received a shipping label for the phone but never received it . *** responded that a claim was filed for the package. I have called cricket mobile several times asking for the phone to be sent or a refund. Cricket refuses to reimburse me and state that *** received the package. I feel this is a scam as evidenced by refusal to send me my phone. I just want my money back. Please help.
Business Response
Date: 11/17/2022
November 17, 2022

Better Business Bureau
Online Complaint

Complaint No: 18346566
Re: ***********************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***********************************. In this complaint, ************************** states she purchased a device from ********************** online and did not receive the order.************************** filed a claim with *** and contacted Cricket Wireless to request the device be re-shipped or she be refunded. ************************** did not receive a re-shipment; she is requesting a refund for the online order.

We reviewed ************************** account and online order, determined the order has not shipped.

We contacted ************************** on November 16, 2022 and informed her that refund has been processed back to the original method of payment and to allow 5 7 business days to see the credit on her statement.

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

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN

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Cricket Wireless, LLC is NOT a BBB Accredited Business.