Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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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

1,358 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:09/27/2022
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.
August 1, 2022 I decided to switch phone companies, I noticed they were having specials going on at cricket store address ******************************************************************* Ste. A, store called 101: ***************, I spoke to ************** told him I wanted a ************* 5G he told me there was 2 the new one which is $89.99 is discounted to $49.99 and the original one is $49.99 but is free because I'm switching to cricket, that being said I told him I'd rather have the new one that's discounted, through the whole process trying to switch from ******** to cricket I told him to make sure he gets me the right one and responded with, "trust me I will get you the right one", so I did and when the process was finished I paid using my credit card and noticed he accidentally charged me for a phone case when I told him I didn't wanted the phone case, so instead of fixing it he decided to give me $30 cash, as time passed I wasn't aware how the bill was due, so i got charged for a late fee since I was supposed to pay August 31, so when I got the chance to set up autopay online I noticed I was scammed so I called customer service to verify and was told I'm supposed to have the new ************* 5G phone went to the store to talk to ************** he right away denied giving me the wrong phone without accessing my account, I explained to him that he had deals going on and had that phone discounted and the original was for free but he said he had no deals going nor a free phone and told him if you had no deals how was I able to get my phone a free phone that same day and switched the subject saying I got what I paid for then insulted me saying he thought I was smarter than that and then told me to leave and then called the cops then tried to get my wife involved saying she looks more reasonable, called customer service to explain to him he gave me wrong phone but cop show up I told ************** I have customer service to explain to him I have the wrong phone but told cop he does not want to talk to me.
Business Response
Date: 10/07/2022
October 7, 2022

Better Business Bureau
Online Complaint

Complaint No: 18133561
Re: *****************************

****************************************** is in response to a complaint filed by *****************************. In the complaint, ******************** states he did not receive the correct promotion for his new device.

We attempted to contact ******************** to discuss his concerns on October 5, October 6, and October 7, 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:09/26/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
New service started 6 -30 -22. Bought phone and requested number transfer to align with cricket promotion. 4 months later, after many attempts and money lost due to thier unprofessional way of handling transfer, I still do not have service even though I've been required to pay the bill and was promised after each payment service would be started. Still no service. Please help. Business is suffering. Billing adjustment and service at minimum. Number given on this form for use only as necessary but can talk to person if needed at given number. I still have no service
Business Response
Date: 10/21/2022
We will be in contact with ****************** until resolution is complete
Initial Complaint
Date:09/25/2022
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 recently asked cricket Wireless for a copy of my most recent billing statement and they provided that to me with my name and account number but not the address I asked them why and they stated because they don't send out bills to people's houses however my bank they don't send bills out to the house but they give a billing address to it and if I want to online statement my address comes up and I can go through that particular app to get it and they definitely want a billing address when you give them a credit card therefore it should only be required that they put the correct address that they have on file on their statements I would like to company to thoroughly explain why they do not put the billing address on the statement however what your address in order to get service and what your address for the correct credit card or debit card information what are they trying to do steal my personal information
Business Response
Date: 10/10/2022
********
Customer Answer
Date: 10/10/2022

Complaint: 18126741

I am rejecting this response because:
Just because somebody called me up on the phone and told me that they don't send out physical statements does not mean that they cannot put the billing address on it when you sign up for service they want your social security number they went your mailing address they want your physical address the least I could do is have an explanation on why they don't want to put that on their billing cycle billing statements

Sincerely,

***********************
Business Response
Date: 10/17/2022
********
Customer Answer
Date: 10/17/2022

Complaint: 18126741

I am rejecting this response because:
That is absolutely no excuses exactly the same letter that they did but it's all good I'm going to go to the *** and complain

Sincerely,

***********************
Initial Complaint
Date:09/25/2022
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.
On more than one occasion we pay our bill when it's due and our service is still suspended and then they want to charge 30 per line on all 6 lines to reactivate. This is theft by deception. I have the proof we paid and the proof my account is suspended after full payment was made.
Business Response
Date: 10/18/2022
October 18, 2022

Better Business Bureau
Online Complaint

Complaint No: 18125881
Re: *************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by *************************. In this complaint, **************** is stated that she made a payment, and her account was suspenped. When she reactivated her account she was charged a reactivation fee. She is asking credit for that fee.

We contacted **************** on October 10,2022, to discuss our findings. After researching her account we found that she was suspended for making a partial payment. We emailed her on October 13, 2022 and asked **************** if she signed up for a Bridgepay payment.

On October 17, 2022, **************** responded back stating that this was all false information and was reviewing it with her legal representative. We advised since she has legal representation,we are no longer able to assist.
We thank **************** for her communication and trust that this explanation properly addresses her complaint.

Regards,

Cricket Wireless, Customer Support
1025 *******************
*******, ** 30319
/GR
Initial Complaint
Date:09/24/2022
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.
I have my cellphone service through Cricket wireless. I have had this phone service for over 6 months. I have bought at least 5 phones from them. All upgrades from the original phone I bought with them. My son (12) needs a new phone because he broke his screen. I have these phones that I bought, I call to have it unlocked and they tell me they don't unlock it if ots wasn't used for 6 months. I've definitely had the phone for 6 months, but because I upgraded and bought another one of their phones, this one can't be unlocked for me? I bought the phone it should be mine to use as I want right?
Business Response
Date: 10/07/2022
October 6, 2022

Better Business Bureau
Online Complaint

Complaint No: 18123700
Re: *********************

Dear ********** ************ correspondence is in response to a complaint filed by *********************. In the complaint, Ms. **** is requesting her device be unlocked.

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 attempted to contact **************** to gather more information on October 03, October 04 and October 5, 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 the number provided.
We thank *************** for her communication and will be available should she need our assistance in the future.

Regards,

Cricket Wireless, Customer Support
*****************************************
**************************
/NG
Initial Complaint
Date:09/23/2022
Type:Order 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.
Paid for service they could not get my number from AT &T so they cancelled it and there not wanting to refund me my payment of $40.00 dollars tried there customer service after being hung up 10 times Need help Thanks *********************************
Business Response
Date: 10/03/2022
September 30, 2022

Better Business Bureau
Online Complaint

Complaint No: 18122091
Re: *********************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ********************************* regarding Cricket service. In his complaint, ************************** states he was unable to activate Cricket service. He is requesting a refund.

On September 28, 2022, we issued full refund back **************** original form of payment. We thank him for his patience and do advise refund times can vary by financial institution.

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

Regards,

Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Customer Answer
Date: 10/03/2022

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:09/23/2022
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.
In an attempt to obtain new phone service, I called and set up service with cricket. I wanted to pert a number from Xfinity. The cricket representative told me I would need to get a transfer code from my current provider. I spoke with said provider, learned I can only get the code thru a text message. The problem with the phone, cracked screen disallowing me the ability to see the screen enough to decipher the message. During this process I was charged 55 USD. At some point I realized this was not going to go according to plan so I abandoned the operation. Now that we are post abandonment I have not been able to get my 55 USD back to my account. I have set up service with another company. While I appreciate cricket and their staff for their support, it is no longer needed and I would like my funds returned to me.This event took place on 09/17/2022 Phone number at the time ************ (maybe still active)
Business Response
Date: 10/03/2022
September 30, 2022

Better Business Bureau
Online Complaint

Complaint No: 18121307
Re: ***********************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************************** regarding Cricket service. In his complaint, **************** states he was unable port his number from Xfinity to Cricket. He is requesting a refund.

On September 30, 2022, a refund was issued to **************** in the form of a check and mailed to the address provided. He will receive the check in the next 5 to 7 business days.

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

Regards,

Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Initial Complaint
Date:09/22/2022
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.
I made an Order from Cricket Wireless Saturday September 17th to port my phone number over to them and get a SIM card. As of Thursday, September 22nd nothing as shipped despite the web site saying next business day. I've contacted numerous people at the company and have been told different things at different points, including that I owed more money before it ships. The order number is ****************. I cannot get a straight answer as to why it hasn't shipped. I was told to buy a SIM card at a store from one person I talked to on the phone. I did that and then was told it still couldn't activate until it ships. I feel I've been lied too by this company and they have basically stolen the money I've given them.
Business Response
Date: 10/13/2022
October 13, 2022

Better Business Bureau
Online Complaint

Complaint No: 18062892
Re: *********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************. In this complaint, ************** is asking for assistance with his online order.

We attempted to contact ************** on October 3, October 12 and October 13, 2022 to gather more information regarding his complaint. Unfortunately, we had no success in reaching him. If ************** is still in need of assistance, he can contact ******, Cricket Wireless Escalation Manager at ************.

We thank ************** for his communication and hope to hear from him soon.

Regards,

Cricket Wireless
1025 ***************,
*******, *******, 30319
/GR
Initial Complaint
Date:09/22/2022
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 august 19th 2022, I added my wife to cell plan provided by cricket wireless. I did so online and paid a one time fee of $*****- which consisted of $30 for the line, **** for SIM card and taxes. I contacted cricket August 22nd as my credit card statement reflected a double charge(2) of *****. I called cricket and spoke to ******* who created a case ID # ********. I was told it must have been a glitch in the billing system and I was double charged the $***** I paid to add my wifes service. I received multiple text from August 24th on stating Cricket here! We're currently working CASE ID ******** created for your account. Please allow 3-5 business days for processing.Yesterday, September 21st I received a final text from cricket stating Cricket here. We just want to let you know we have successfully refunded $***** to your card. Please allow 3-5 business days for it to be reflected on your bank account. Thank you for choosing Cricket! Today September 22. I received a notification that my service was suspended and I had an outstanding balance of $66. I had to pay $66 plus $4 for phone fee processing for a total of $70 to reactivate my service. My bill is auto pay and up to date on all payments. I called cricket and they insist that my service was suspended because my credit card was charged back $30.00 and an additional credit of $10.59. I told them thats correct because they double charged me in August and provided the case number. I even did a 3 way call with **** of *********** recorded the call, since it was a 3 way authorization) to verify both $***** charges and the pending $***** refund sent by cricket. I want the additional $70 I had to pay due to cricket suspending my account because of the refund, refunded back to me. I want it posted as an account credit as I do not want to have the headache of going through this again and having my account suspended for their mistakes.
Business Response
Date: 10/10/2022
********
Customer Answer
Date: 10/10/2022

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:09/21/2022
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.
On Monday September 19, 2022, I purchased an iphone 14 and called Cricket Wireless to add that phone as well as my husband's phone to our account. We share this phone plan with my parents so we are four lines total. I spoke with one rep named ****** and she stated we would pay now but not have service for 19 hours which I found odd. When I questioned this she hung up. i called back and spoke to a new rep who helped me activate my phone and when we were attempting to add my husband's she said she was going to call me on my cell and when she disconnected she never called back. And she already took our payment of $90 for both cells. We tried to call cricket for the rest of the evening with no success. He was without service even though he paid for it. The next day we call customer service and a new rep tells us he cannot help us and to go to the store. We waste *********** go to the store and they shoo us out that they cannot help(seguin, tx store) Call CS back & they send a QR code but since it's not activating they say we need to get a physical sim and to buy it at ******** We waste more time&money going to ******* and they tell us they do not have any. I ask if another store has them in stock. The employee says he checked and no other ******* in our area has them. I even checked online and nothing. We call yet again CS only to get hung up again. By this time it's noon. My husband ends up messing with his phone and somehow he was able to get it to work yet error messages will pop up when he tries to make a call. With zero help from cricket. I called Cricket today to get a breakdown of my bill and ask if there is some kind of courtesy credit for this entire ordeal that we went through and the woman simply says she cannot do anything but for me to know that HBO *** is included...Cricket reps have ZERO empathy and a lack of consideration for their customers time and money. This is absolutely ridiculous to pay for a service and not even be able to use it correctly.
Business Response
Date: 10/10/2022
October 10, 2022

Better Business Bureau
Online Complaint

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

Dear Sir/Madam,

This ************** is in response to a complaint filed by *******************************. In the complaint, ****************** explains her experience with activating two of her new phones.

We contacted ****************** on October 7, 2022, to discuss her complaint.****************** described her experience when she contacted the Cricket Care Team to activate her and her husbands new phones. Her devices are now active. We agreed to provide a one-time credit for all her issues.

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

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Cricket Wireless, LLC

Cricket Wireless, LLC

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Cricket Wireless, LLC

Cricket Wireless, LLC

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Cricket Wireless, LLC is NOT a BBB Accredited Business.

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Cricket Wireless, LLC is NOT a BBB Accredited Business.