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

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

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

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  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

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

• Initial Complaint

  Date:10/31/2022

  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 recently damaged/broke my phone, I dropped it while at a party at a friends house and it was stepped and destroyed beyond repair. I when to my local Cricket store the next day, I do have insurance. When the rep looked at the phone he stated no way this could be repaired and I asked for a phone similar to the one I currently had. He never stated anything about filing an insurance claim or did he offer helping me file an insurance claim for compensation for my destroyed phone. I paid $244 for a new phone when I contacted Cricket by live chat today I asked why no insurance coverage for/towards a new phone. Cricket basically said, yep you have insurance but not for a new phone, we need to see if we could have repaired your phone. I informed the live rep the Cricket store rep never mentioned any of this and stated no way he could see my phone being repaired. I feel Cricket owes me compensation towards a new product and are basically hiding behind "fine print". I am 42 years old and have never filed a claim with them, never late on bills, I feel they are treating me like I try to get free phones from them all the time. As a customer I purchased "their insurance" and now that I need to use it I am being told I can't. My desired resolution to this is Cricket Insurance pays for my new/replacement phone of $244, as that is what their representative sold me.

  Business Response

  Date: 11/16/2022

  ********

• Initial Complaint

  Date:10/31/2022

  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 to buy a phone for my disabled mother at cricket whom we share an account. While I was there and without my knowledge, the male employee ****** about 5,9, de-enrolled me in the Affordable Connectivity Program issued by the state or federal, not sure which one. This deducts $30 off my bill because I am poor. Soon after I received and email saying I de-enrolled and noticed that I lost the $30 discount for October. When I went to the store to fix this, I sat there for an hour and half for service only to be told they cant discount me for the service that their employee took me off of without my knowledge or consent. They told me to come back tomorrow so I can make him pay for it himself. Well, I already spent from *****pm dealing with this. My children have soccer games. I have to work. I already took several hours out of my day to get what I already applied for and never opted of corrected. Im blown away how horrible they treat they customers. I have to make the employee pay for it himself. What is that? Then I have to come back to demand him to do that? There was another guy their for several hours whos been having problems for months. He de-enrolled me in a state or federal program from low income families when I just applied a month ago and wont reimburse me for that in a normal capacity. They also refused to give my money back in the form that I paid for a phone I returned and offered me all cash or all credit. Then kept $40 of the refund and charged me $10 to activate my phone. Another phone I order, which the employee made me canceled, still hasnt been refunded to my acct. **** business days they said for $44). So now I am down $120+.

  Business Response

  Date: 11/10/2022

  November 10, 2022
  
  Better Business Bureau
  Online Complaint  
  
  Complaint No: 18330072
  Re: ************************;     
  
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by ***************************. In the complaint, ******************** state that she went into a Cricket Wireless Authorized Retail location to upgrade one of her lines.  ******************** says her ACP benefit was removed from her account. She also stated she is looking for a refund for a device she returned along with the upgrade fee.  Unfortunately,******************** also feels she was treated poorly and had to wait a very long time at the store. 
  
  We contacted ******************** on November 3, 2022, to discuss her complaint.
  We can confirm that ********************** ACP benefit is active on her account, and she is continuing to receive the benefit each month.  
  
  We created a case and to be able to refund her online order.Cricket Wireless values ********************** business and loyalty. The Authorized Retailer 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: 11/10/2022

  I do accept the response however they need to properly train the staff at this location. My ACP WAS de-enrolled without him telling me that. I even spoke to ACP who said I was enrolled. I had to re-enroll myself. I spent at least 6 hours on this entire event and trying to correct everything and I know many others have as well.
  

  Yes, I accept but they need to train them properly. Everyone leaves frustrated and upset. 

  Business Response

  Date: 11/16/2022

  November 15, 2022
  
  Better Business Bureau
  Online Complaint  
  
  Complaint No: 18330072
  Re: ************************;     
  
  
  Dear Sir/Madam, 
  
  This ************** is in response to a rebuttal complaint filed by ***************************. In this complaint, ******************** states she accepted Crickets response to her initial complaint however, wanted to share feedback regarding the employee training received at the Authorized Retail location in handling the *** program. 
  
  We contacted ******************** on November 15, 2022, to thank her for her feedback.
  
  Cricket Wireless values ********************** business and loyalty.The Authorized Retailer received the details of her complaint 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 her feedback regarding the *** program.   
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  1025 ******************* 
  *******, ** 30319 
  /NG 
  
  
  
  

• Initial Complaint

  Date:10/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a device for my son in January and wasnt aware that i had to have 6 months of active service until i was trying to use the phone with a different carrier. In July i spoke with an agent over the phone and he told me i needed an additional 2 months of service to be able to unlock. Once i was made aware i then went and re started service and a new phone number since the timeframe had e passed and my previous number was given away. I paid for 2 months and was then told different things when i called and spoke with 2 different call center representatives Friday Oct 28 and Saturday October 29 2022 I was given the following info from *************** *************** Jan5-may52022 July-September *************** July-September The imeis are under the same IPHONE AND The second agent told me differently that its because it needed to be activated under the same number to be counted towards the 6 months. Im not sure how thats supposed to work when the number was given away.. i have paid the needed amount to have my phone unlocked and yet still having complications. None of the customer service reps have given me the same information and it gets very frustrating when I constantly have poor experiences.

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  Better Business Bureau    
  Online Complaint
  
  Complaint No: 18334652
  Re: *******************************
  
  ****************************************** is in response to a complaint filed by *******************************. In the complaint, ********************** is requesting her device to be unlocked.
  
  We researched ********************** request and agreed to complete her request. We contacted her on November 9, 2022 and explained her device is now unlocked. We also provided our contact information in case of any other questions.
  
  We thank ********************** for her communication and trust that this explanation
  properly addresses her concern.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 **********************************************************************
  /JL

• Initial Complaint

  Date:10/29/2022

  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.

  Cricket Wireless refuses to unlock a phone that was paid for in full outright... The phone belongs to my daighter and not Cricket... There was no contract signed... Crickets says the phone can not be unlocked for 6 months... I do not want their service and i am in no contract with them... I pay for month to month service in advance... I do not want their service anymore... They have put me in a position where i have to pay for their service until the phone is unlocked because i can not move the phone to another provider since it is locked... Since when does a company keep possession of something after they have sold it... The phone was not leased or financed... It was paid for in full... I need the iphone 13 that is on my plan unlocked and they should have to compensate me for the money i had to pay til they decided to unlocked it... They should be required to change their policy because this is unconstitutional if not criminal... Sincerely, ********************

  Business Response

  Date: 11/08/2022

  November 8, 2022
  
  Better Business Bureau      
  Online Complaint
  
  Complaint No: 18332031
  Re: ***************
  
  ****************************************** is in response to a complaint filed by ***************. In this complaint, ********** is requesting for her device to be unlocked. 
  
  Cricket Wireless 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 her device was activated on July 5,2022. We contacted her on November 8, 2022 and explained our findings. We advised her device is not eligible to be unlocked at this time. Once her device has met the requirements, we explained how she can unlock. At this time, we are unable to complete ************ request.
  
  We thank ********* for her communication and trust that this explanation properly addresses her  concern.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 **********************************************************************
  /JL

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18332031
  
  I am rejecting this response because:

  Cricket has no right to the phone to prevent it from being unlocked... the phone was paid for outright and in full... there was no contract signed nor does the plan require a contract... it is a month to month plan... at no point was I informed that there was a contract in place after the phone was purchased that would prevent me from changing plans and taking the phone that was paid for in full with me... the phone was not leased or rented... it belongs to my daughter who paid for it... not cricket... we do not want ******* wireless service and should not be forced to continue a plan with them... 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 11/14/2022

  November 11, 2022
  
  Better Business Bureau      
  Online Complaint
  
  Complaint No: 18332031
  Re: ***************
  
  ****************************************** is in response to a rebuttal filed by ***************. In this rebuttal, ********** does not agree with our response and is requesting for her device to be unlocked.  
  
  As previously explained ************ device was activated on July 5, 2022 and does not meet Crickets 6-month eligibility. Therefore, we are unable to unlock the device as requested. Once ********** completes the full 6-month term, Cricket will be able to unlock her device.
  
  We advised her of Crickets unlock policy in our previous respond and also sent an email on November 10, 2022 advising her of our respond. Cricket terms are accepted at the time of activation and each month upon the renewal of service.
  
  We thank ********* for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 **********************************************************************
  /JL

• Initial Complaint

  Date:10/27/2022

  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 signed up for a ********** payment because I was having difficulty paying my bill that was due on 10/19/2022. My monthly payment is $118, I paid $70 a s the 1st of 2 payments for the ********** on 10/19/2022 and had a payment of $58 that needed to be paid on 10/26/2022. I wasn't able to pay the $58 until the very next morning of 10/27/2022 because my pay was late going into my account. When I called to make the payment I was anticipating on paying the $58 and the reconnection fee of $15 to pay the remaining amount for the monthly payment and was told I needed to pay $133 to reconnect my service, which is my full payment amount plus the $15 reconnection fee and this would only pay me until 11/26/2022. What kind of sense does that make??? How did this help someone in need of a few days to make their full payment? Where did my $70 go??? That should have paid half of my month. I called to get an exception to pay the remaining $58 and the reconnection fee of $15 which I can understand not even 24 hrs later than the 10/26/2022 extension date and was told there was nothing they can do, I even talked to a supervisor who told me the same. I guess I will have to reach out to a family member or friend to help pay this to get my service back on. But I won't be staying with Cricket and I'll be sure to let everyone I know how they help out someone in need of a little more time to pay a bill by ripping them off.

  Business Response

  Date: 11/04/2022

  November 4, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18321233
  Re: ***************************  
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by ****************************  In this complaint, ****************** expressed concerns over the amount she was charged after using Crickets ********* payment option. ****************** is requesting that the overpayment be applied to her account and that the bill due date remain the same.
  
  Crickets ********* program offers customers the option to split their monthly payment in two. After the initial payment is made the remainder of the bill is due within 7 days with the first day being the date that ********* is activated. If the second payment is missed the customers bill cycle restarts and a full monthly payment is due. Applicable fees may also apply. Cricket sends reminders via text message on the date ********* is activated and the day before the second payment is due. 
  
  After researching ******************** account, we found that she initiated ********* on October 19, 2022, making her second payment due by 11:59 pm CST on October 26, 2022. ****************** failed to make her second payment by this time,therefore, the account was suspended, and the bill cycle reset. Once a full payment was made the account was reactivated and she will receive a full month of service from that date.
  
  We contacted ****************** on November 3, 2022, 2022 and informed her of our findings. We value ******************** feedback and apologize for her experience
  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:10/26/2022

  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 successfully ported my phone number out of cricket. Cricket removed the ability to remove autopay, and forcefully stole $30 out of my bank account for a closed account. I called customer service and they are refusing to refund my money, or provide service.

  Business Response

  Date: 11/11/2022

  needs to update correct pin to port his number and once he is ported out he can email us to process the refund.

• Initial Complaint

  Date:10/25/2022

  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.

  Had 2 cricket wireless phone plans and one was not used as of 7/2/2022. I was continuing to pay both payments and caught it on my checking acct. I contacted cricket wireless on 8/16/22 to cancel said number. thinking it was all resolved. Next billing cycle my phone was shut off and contacted cricket and ended up paying 3 extra payments to get my regular number working. Ended up doing bridge pay cause they couldnt tell me where my 55 dollar payment which shows on my checking acct went too. Fast forward to oct payment and made payment and phone was shut off again. After numerous calls and countless hours on phone it was discovered that they didnt cancel first plan and just moved number to new acct keeping both active. Payments totalling over ******************************************************************************************************************* a link to use for payment and did. After made it still didnt credit my main acct and did to wrong acct. They then said they couldnt refund that money or any other payments i was charged. 4 days and still no phone but many payment attempts that cricket received but has credited my acct

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  Better Business Bureau    
  Online Complaint
  
  Complaint No: 18313559
  Re: ***********************
  
  ****************************************** is in response to a complaint filed by ***********************. In the complaint, **************** states he made payments to the wrong account and is requesting a refund.
  
  We attempted to contact **************** to discuss his concerns on November 7, November 8, and November 9, 2022 but we were unsuccessful. Should **************** still wish to have assistance with his concern, he can contact *****, Cricket Wireless Corporate Escalations Manager, ************.      
  
  We thank **************** for his communication and look forward to assisting him with his concern.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 **********************************************************************
  /JL

• Initial Complaint

  Date:10/25/2022

  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.

  8/24/22 I called to have my service canceled. The bill was not due until 10/25/22 and the billing cycle begins 10/26/22. They stated that I would not be able to have a payment refund due to being on autopay and the payment pending the day prior. I asked for a refund and they stated that is not possible. I called my bank and the only way to have my money refunded is to launch a fraud request and have my credit card canceled. I will not be able to have another card issued for two weeks. That is my only card issued to my bank which I have other payments I make coming out of. I called Cricket to inform them of this and they stated that I was still being billed for the service and to contact my bank for a refund. I told them the only way to do that is what I stated before to launch a fraud report and have my card canceled and changed. Cricket said that they will not refund the amount of $96. Account # ********* Next billing cycle date 10/26/22

  Business Response

  Date: 11/10/2022

  PROVIDED CREDIT

• Initial Complaint

  Date:10/24/2022

  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.

  Ive been a Cricket customer for 13 years. Last month I added a new line of service by ordering a new SIM card and new phone number @cricketwireless.com. The phone Im trying to get activated was previously on another account with Cricket and there were no issues. I have been unable to get this line activated. Case # C-QIPAQG was created, and I was told to please allow 3-5 business days for processing. This timeframe has come and gone twice now. Ive been told again still processing and to wait another 3-5 business days. This is unacceptable can you please help me get this resolved? I paid money for a new line and am unable to use the phone at all. If this cannot be resolved we need to be compensated for a new iphone. My son is looking for a job and has no way for potential employers to reach him.

  Business Response

  Date: 11/14/2022

  November 14, 2022
  
  Better Business Bureau    
  Online Complaint
  
  Complaint No: 18304050
  Re: ***********************
  
  ****************************************** is in response to a complaint filed by ***********************. In the complaint, **************** states she placed an online order and has not been able to activate. She is requesting assistance to get her line of service activated.
  
  We opened a ticket with our IT department and requested her request be completed.They were able to complete her ticket and activate her line of service.
  
  We contacted **************** on November 14, 2022 and explained our resolution. She explained her line is now activated and can use the service. We also agreed to issue a onetime credit towards her account. **************** had no further questions. 
  
  We thank **************** for her communication and trust that this explanation
  properly addresses her concern.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 **********************************************************************
  /JL

• Initial Complaint

  Date:10/23/2022

  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 attempted to pay my phone bill of $60(which is what I pay every month) online and there was an error message that their service is unavailable. Upon calling customer service, there was an automated message saying the call will be recorded, and then I was informed that I must pay a $4 fee over the phone to make a payment. When I asked to speak to a supervisor I was transferred to another woman that was very rude and disrespectful. She proceeded to tell me that if you do not have the money to pay your bill, its not problem that youre broke. I just wanted any fees to be waived as it is not my fault that their website isnt working properly. The entire phone call I was talked over, interrupted, disrespected, and felt as though I wasnt even an issue worth their time.

  Business Response

  Date: 11/07/2022

  November 7, 2022
  
  Better Business Bureau
  Online complaint
  
  Complaint No: 18302415
  Re: *******************************
  
  Dear Sir or Madam:
  
  This correspondence is in response to a complaint filed by *******************************. In the complaint, *************** states he was unable to make his payment online and had to call into Cricket Wireless Care Team. Unfortunately,**************** stated he had a poor experience and shared his feedback.   
  
  We contacted **************** on November 7, 2022, to discuss his concerns. We researched his concerns and provided a one-time credit to his account. We also thanked him for his feedback.
  
  We thank **************** for his communication and trust that this explanation properly addresses his concerns.   
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /JL