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Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/20/2022

      Type:Customer Service Issues
      Status:
      Answered
      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, most of my phone's functions stopped working. I could only make/receive calls, unless I was connected to wifi. October 4th - I went into the store listed above, and told two workers about my phone issue. One identified herself as the manager. The manager and the employee told me my phone was too old and I needed an upgrade to correct the issue. October 14th- I returned to the store to purchase the recommended phone, IPhoneSE. I was told it was new and never been used. The phone was not charged, and all my info did not transfer like I was told it would. I was then told I needed to go home and plug it up to my computer and it will automatically restore everything (including apps). That was not true, I had to individually download the apps. On October 18th, I called Apple Tech, and after troubleshooting I was told this is a carrier issue, not the phone. The Tech Support Rep doesn't believe I needed to upgrade my phone.On October 19th, I went to the store to return the phone. I was then told I would be charge a fee for returning the phone. To avoid the fee, I exchanged the phone. With the new phone I had the same set up issues. When I started to leave I could not access the apple maps phone due to disconnecting from the store's wifi. None of my questions could be answered (Why is the battery drained if its new? Why does it overheat so easily? Why am I still having issues with access to apps when I was told previously it was a phone issue? If the issue is not resolved why am I being charged to return it?)I said twice, I want to file a complaint, the store member called his manager, I was refused by both on who and where to file the complaint. I called cricket customer service, and stayed on the phone for an hour dealing with transfers and was told I would have to return the phone to get a billing adjustment? Then the call ended. I called back and they were closed. My phone has updated twice within the 5 hour time span I received it.

      Business Response

      Date: 11/09/2022

      ********

    • Initial Complaint

      Date:10/20/2022

      Type:Product Issues
      Status:
      Resolved
      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 a phone from them online and I didn't like it. I returned it within the return window. I was supposed to get a refund within 10 business days. I still have not received it. Phone order number ****************. *** tracking number 1Z2E09798728240227 .They received it back to them on 9/28/22. I should have received the refund by 10/13. I want my refund of $461.49.

      Business Response

      Date: 11/04/2022

      November 4, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 18252704
      Re: *****************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by *****************. In this complaint, ********* states she purchased a device online from ********************** and returned the device within the return window. ********* has not received her refund.  She is requesting her refund for the device she returned,

      We reviewed ************ order and verified the return.  We have processed her refund.

      We contacted ********** on November 1, 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

      Customer Answer

      Date: 11/04/2022

       
      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:10/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      10/3/2022 6 am. $110 was charged to my account for cell services on 2 lines. Same day at 11 am, I transferred my numbers to ATT (who owns Cricket). I changed due to the fact that i was paying for service that wasn't supposed to "slow down" during busy times. It was slow a lot of times and sometimes the service cut out altogether. I visited the store on several occassions and they said that the tower may be getting worked on, or that i may need to update my phone, etc. ATT people said that since i was cancelling same day as bill was due, that i wouldn't be charged. I did not recieve services for the $110 and i would like a full refund. The service wasn't worth what i was paying anyways and couldn't get anywhere with anyone.

      Business Response

      Date: 10/31/2022

      October 31, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 18243597
      Re: *****************************

      Dear Sir/*****,

      This correspondence is in response to a complaint filed by *****************************. In this complaint, ******************** states she paid for service and ported out the next day due to slow service. ******************** is requesting a refund for unused service.

      We reviewed ******************** account and found she did not use the service. We made a one-time exception and provided ******************** a refund.

      We contacted ******************** on October 27, 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

    • Initial Complaint

      Date:10/15/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 a former customer and I had 3 lines with ********************. My account was setup on a bridgepay before Christmas 2021 and this company experienced a system failure the day my payment was due and I was unable to submit my payment via the app or company website. I called the next day and the rep confirmed and apologized for the inconvenience from the system failure but refused to remove the reconnection fee when I tried to submit my payment. Cricket wireless pretty much penalized me for their system error and wanted to charge me a reconnection fee as if I failed to make my payment on time. The rep continued to apologize about the system failure and how I wasn't able to submit my payment the day before but refused to remove the additional fee. Since I had been a customer for several years I decided I should take my service elsewhere. Transferred my lines and cricket put a block on one of my phone lines for not having service WITH THEM for at least 6 months and THEY WERE THE ONLY REASON I NO LONGER HAD SERVICE WITH THEM. This company is awful a complete SCAM in my book. I paid $300 for a phone that I can't use and I'm not happy. CRICKET WIRELESS DOES NOT CARE ABOUT ITS CUSTOMERS AT ALL!!!! I canceled service w/them December 2021 and it's now October 2022 and they still will not unlock the phone I purchased from them just because I left them. DON'T EVER GET SERVICES WITH CRICKET WIRELESS IT'S NOT WORTH IT!!!!!

      Business Response

      Date: 11/01/2022

      October 31, 2022

      Better Business Bureau
      Online Complaint

      Complaint ID: ********
      Re: Ebony Chism    

      This correspondence is in response to a complaint filed by *********************. In the complaint, ************** states that she had Cricket service in *****. ************** switched to a different wireless provider but, one of her still locked to the Cricket Wireless network.************** is requesting for Cricket to unlock her phones.

      Cricket Wirelesss Device Unlock Policy states: If you have a Cricket phone, it may have been programmed with a lock that prevents it from operating with other compatible wireless networks. Cricket will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer,and you have met the following unlocking requirements:

      The device you want to unlock has been active for at least six months of paid service on that device.
      The device is designed for use on and is locked to Cricket's network.
      The device has not been reported lost or stolen.
      The device is not associated with a fraudulent account.

      To view the full, unlock policy please visit https://www.cricketwireless.com/legal-info/device-unlock-policy.html. Crickets Unlock Policy is part of the terms and conditions of service which customers accept at the time of activation and each month upon renewal of service.

      We researched Ms. ****** devices and found that her device is not eligible to be unlocked. Without waiving Crickets terms and conditions, we made an exception and unlocked ************** device. We informed ************** that the unlock process will be completed, once the device is activated with the new carriers SIM card.

      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:10/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a client of cricket since 2019, I always paid autopay on time, but I had to block the credit card, I came to the office to pay, they said that I couldnt, the computers didnt work again, the next day I gave the employee my new card, he entered something there and then I calmly went home in the morning the phone didnt work, I arrived again, I was standing in line for a long time, then they said that I was already late because I didnt pay, on time need to activate new autopay an pay 15 $ extra,than I argued on the phone with the representative for a long time, no help, in the end I paid $ 15 plus bill, the next day I talked with the Cricket representative for a long time, eventually pulled out $ 5, but 10 dollars thay refused to return me, very bad customer service and workers in the ******************** store are not competent too, the address ****************** ************* before I recommended Cricket to a friend he had a huge problem with them too I regret that with them for so long.

      Business Response

      Date: 10/24/2022

      October 24, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 18226956
      Re: ***********************

      Dear Sir/*****,

      This correspondence is a rebuttal response to a complaint filed by ************************** his complaint ************** states, he went to an Authorized Cricket Wireless Dealer to cancel auto pay and to pay his monthly bill. ************** says that he was advised the systems were down and he could not be assisted. ************** says he returned the following day and paid the bill, then the next day was told his payment was late and he had to pay a fee. ************** is requesting a refund stating he paid his bill on time.      

      We have attempted contacting ************** on October 17, October 18,and October 20, 2022, unsuccessfully. If ************** is still interested in discussing this issue he may contact *****, Cricket Wireless Corporate Escalations Manager at ************.   

      We thank ************** for his communication and look forward to discussing this issue with him.

      Regards,

      Cricket Wireless, Customer Support
      ******************************************************************** 30319
      /EM

    • Initial Complaint

      Date:10/14/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Order 3 Cricket Dream 5G online and they were delivered 2 days ago (10-12-22) and 1 of the 3 phones came defective out of the box and I called cricket wireless warranty department and did a claim. Next day took the phone to *** and they took it and it progress back to cricket. Supposed to get replacement phone within 2 business days and I called today and they said I don't qualify for warranty because supposedly *** marked something was wrong with device. From time I got device to me dropping off to *** is less than 24 hours. The phone was defective out of the box!!

      Business Response

      Date: 10/25/2022

      October 25, 2022

      Better Business Bureau
      Online Complaint

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

      Dear Sir/Madam,

      **** correspondence is a response to a complaint filed by ****************************************************** his complaint ********************** states, on October 11, 2022, he purchased 3 Cricket Wireless Dream 5G devices online. ********************** says that after arriving one of the devices was defective out of the box. ********************** says that he contacted the Cricket Wireless warranty department and filed a claim, that was rejected. ********************** is looking to obtain a replacement device.     

      We contacted ********************** on October 17, 2022, we advised ********************* that we would further research this issue for him.  After reaching out to the Cricket Wireless ******************** We were able to confirm that a replacement device was shipped out and delivered to ********************** on October 20, 2022.    

      We thank ********************** for his communication and hope this resolves his issue.  

      Regards,

      Cricket Wireless, Customer Support
      ******************************************************************** 30319
      /EM

      Customer Answer

      Date: 10/25/2022

       
      Complaint: 18226447

      I am rejecting this response because:
      I did indeed received the replacement device which was the same type of device I originally ordered and it also constantly restarts by itself therefore it is defective. This device ********************* dream 5G) is known very well to have this exact issue (look online anywhere) I've tried this device twice now and results. The original order was placed online under the promotion of port in # to get free device that WORKS and I've yet to receive what I'm entitled too. I would accept a similar value device in exchange.
      Sincerely,

      *****************************************

      Business Response

      Date: 11/04/2022

      November 4, 2022,

      Better Business Bureau
      Online Complaint

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

      Dear Sir/Madam,

      **** correspondence is a rebuttal response to a complaint filed by ****************************************************** his complaint ********************** states, he did receive the replacement device that was sent to him from Cricket Wireless. ********************** says that the device was also defective. ********************** is requesting a replacement device of equal value.      

      We contacted ********************** on November 4, 2022, and we confirmed with ********************** that the line he was having issues with has been ported out to another service provider and it is no longer with Cricket Wireless. We have processed a one-time exception and credited ********************** on his existing account.

      We thank ********************** for his communication and trust this resolves his issue.  

      Regards,

      Cricket Wireless, Customer Support
      ******************************************************************** 30319
      /EM

      Customer Answer

      Date: 11/04/2022

       
      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:10/14/2022

      Type:Product Issues
      Status:
      Answered
      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 bill on the due date but due to Cricket system issues I was unable to do so until early the next day. I have several screenshots and text messages showing the number of times and length of time I tried. Also called the support number for assistance and message stated they were not available. After days of attempting to get someone on the phone I was told today that the charge was valid because I should have paid it earlier in the day and not waited until it was convenient for me even if they had system issues. This is not the first time this has happened but this is the first time I have requested a refund for this. This is classic scam behavior and should not be allowed to continue. I would like a full refund of the $15 fee

      Business Response

      Date: 10/18/2022

      October 18, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 18226364
      Re: ***************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by *************************** regarding her Cricket Wireless service. In this complaint, ******************** states she attempted to pay her bill on the due date,but was unable to because of Crickets system issues.

      We spoke to ******************** about her complaint on October 18, 2022. After reviewing Ms. ********* account, we found that she attempted to make her payment prior to the due date. As a one-time courtesy, we applied a credit to her account to waive the reactivation fee.

      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:10/14/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Well, I just like the rest of ********** were heavily impacted by ***************. Cricket Wireless released a statement on Sept 28th advising that a payment extension would be provided, however that wasn't the case for me, they forced me to enroll in their 'bridge pay' services paying an additional $10 than I normally would to extend my services. Well, my line was disconnected due to keeping up with the disaster ******** *** left and trying to meet other bills. I asked cricket if I could receive an extension that they never provided me ijn the first place, and that was declined. So, I asked could change my bill because I only had limited funds. Cricket forced me to keep my same plan paying even more this month than I would have paid during a normal month. I was forced to pay $96.00 today on top of already paying $55.00 starting Sept 29th just to keep my services. I was declined services they announced publicly, forcing me to enroll in their 'bridge pay services' making me pay more money because I wasn't able to settle the bill. When the rest of ******* started making their payment 10/10/22. So, in a two-week timeframe cricket received $146.00 from me. Criminal!

      Business Response

      Date: 11/04/2022

      applied credit

    • Initial Complaint

      Date:10/14/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 Wed, 10/12/2022 at 10:44am I placed an order with cricket wireless online in the amount of ****** usd under the impression they would provide free next day shipping as they have stated on their site. Actually they state that orders that are placed before 2pm will ship the same day. I have called their customer service number 3x now all to be told to keep checking my email for shipping updates. It is now Friday, and still no shipping notifications. When I check, it still says order processing. Even though the money has been deducted from my bank account. All I want is for them to ship my phone in a ****** manner which as stated above, is promised on their website. my order number is **************** as I can not seem to upload my receipt.

      Business Response

      Date: 11/02/2022

      ********

      Customer Answer

      Date: 11/02/2022

       
      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:10/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 cricket to purchase a phone for my daughters birthday and at the store I was told the phone came with a essentials bundle where I can get accessories. I was in a rush that day and didnt pay much attention but was curious as to why I paid so much more then what the phone was worth.I saw my receipt and I was charged 3 essential bundles at $100 each. I thought it was a mistake and when I went to the store I was told that it was a requirement to buy these accessories at $100 each in order to get the new iPhone. It was a store policy. I was basically charged $100 per item. These items that range in value of $30. (See photo attached. I paid $100 for an iPhone charger that clearly has the sticker price of $29.99 on the box) and to top it off I was told it came with headphones but they didnt have any.According to the customer service representative by phone at Cricket (not the store) this is illegal and there is no requirement to purchase accessories with a phone.This is indeed fraud and a scam.

      Business Response

      Date: 10/24/2022

      October 21, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 18210529
      Re: *********************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by ************************* regarding Cricket Wireless. In her complaint,************** states she was misinformed by a Cricket Authorized Retail employee and needs assistance getting a refund.

      We attempted to contact ************** on October 17, October 18 and October 19, 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 Lenox Park **** **************** 30319
      /KM

      Customer Answer

      Date: 10/24/2022

       
      Better Business Bureau:

      I have not received any communication from Cricket Wireless. Can I please have a contact number for them?

      Sincerely,

      *********************

    Cricket Wireless, LLC is NOT a BBB Accredited Business.

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