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

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1050 W Colfax Ave STE E & F Denver, CO 80204-2071

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  Cricket Wireless, LLC

  112 W 87th St STE M5 Chicago, IL 60620-1318

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  Cricket Wireless, LLC

  11560 S District Dr South Jordan, UT 84095-5539

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:09/21/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had set up auto pay for this phone service when I signed up with Cricket. Unbeknownst to me, in their system they charged me 2 dollars less than what was do. They then put a stop to me service and charged me 15 dollars to restart. When I asked what the fee was for they said that they had screwed ** in their system should have been charging me the proper amount and that is what caused my phone to be shut off. I stated that I felt that the **************************************************************************************** wrong, however they offered 5 dollars to compensate the problem. This is not ok, I did not have a say in how they set up the auto pay so I should not have been charged.

  Business Response

  Date: 10/05/2022

  October 5, 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 was not charged correctly with her autopay and her service was suspended.  
  We contacted ******************** on October 5, 2022 to discuss her concerns. We agreed to issue a one-time credit based on our findings. We explained we will make sure to avoid incidents like this from happening. ******************* had no further questions.
  

  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:09/21/2022

  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.

  Hi! I was suppose to receive a $30 credit from last month and I never received it. I was hoping to be able to use that towards this month's bill that's due tomorrow. I had set up Bridge Pay last month, with the first payment being $25 leaving a $40 balance. I tried repeatedly to pay that balance thru the app, on the website, and even thru the automated system. It kept telling me the card I do was wrong. I knew there was nothing wrong with it. Well, I was disconnected at midnight. I kept trying to pay the next morning. I even called customer support to see if anything was wrong with the processing system. They didn't know anything. I kept trying all day. Then into the evening I started having problems logging in. Then the site was completely down. I then knew that they DID find a problem and had to be working on it. I tried several more times but it wasn't until the next Mr *** after that I was finally able to login again to pay and finally get my service restored. The problem in all of this was I lost the original $25 I paid to activate Bridge Pay since the system would not allow me to make a payment. I had to pay the full $60 plus a $5 reconnect fee. So I'm out $30 that should've been reimbursed but never was. I would just like to have that credited back to me. Thank you.

  Business Response

  Date: 10/11/2022

  October 11, 2022
  
  Better Business Bureau 
  Online Complaint 
  
  Complaint No: 18056375
  Re: ***********************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by ***********************. In this complaint, ************ is asking for assistance with her Bridgepay.
  
  We contacted ************ on October 10, 2022,to gather more information regarding her complaint. ************ stated she paid her first payment on ********* and when she tried to make her second payment,  she had issues.   
  
  We researched the account and see she called the Cricket ************* team  to see if we were having any system issues.  Unfortunately, we were not.  . Since *********** was experiencing issues with making payments we issued a one-time exception and applied a credit to her account. 
  
  We thank ************ for her communication and trust that this explanation properly addresses his complaint. 
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  1025 ******************* 
  *******, ** 30319 
  /GR 
  
  

  Customer Answer

  Date: 10/14/2022

   
  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:09/20/2022

  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.

  We have had had an account with cricket since 2019 where I have had up to 5 lines plus a hotspot. I switched over to tmobile to have better service and a better rate plan. As i was porting numbers over, My daughters phone unexpectedly got an error that God knows when fixed. My son who at the time was a minor who purchased an upgraded phone paid in full for over ****** dollars and now cricket will not unlock his phone that was an upgrade and paid for it in full cricket will not unlock as it has not been 6 months yet we have had our phone plan for over 3 yrs. I said fine I will switch him back over and pay two phone companies and then they stated I need to purchase new **** card and pay another activation fee when this months service has been paid for double as I needed to use bridge pay and because my deposit did not hit till after midnight they got ****** dollars from me for service and the month is not up. Then when I tried to get online to see the remaining two phone lines I have not ported over they shut my online account down. My phone transferred right over to tmobile as it is not a cricket phone.

  Business Response

  Date: 10/03/2022

  October 3, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint ID: ********
  Re: ********************;  
  
  This correspondence is in response to a complaint filed by *********************. In the complaint, **************** states that she had Cricket service since 2019. **************** switched over to ******** but, two of her phones were still locked to Cricket. **************** 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 Ms. ******* device. We informed **************** that the unlock process will be complete once the device is activated with a 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
  

  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:09/20/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched over to Cricket Wireless a little under a month ago have not had phone service for this whole time lost my primary job, lost ****** plus in side revenue on my personal business. still no change with phone service and paying my first months bill!

  Business Response

  Date: 10/01/2022

  ********

  Customer Answer

  Date: 10/01/2022

  So nothing on losing my primary job, and all lost revenue from my personal business! 83$ compared to the thousands I lost. The credit debts that have accrued!

• Initial Complaint

  Date:09/20/2022

  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.

  My husband ********** have a 5 phone lines with cricket. On Aug. 27, my husband realized he had no phone service so he called cricket and while on the phone with cricket the rep informed my husband that my line was in the process of being stole, and I say stolen because we did Not give anyone permission to change our phone service, the rep tells my husband that they are not able to stop the transfer. And the rep files complaint ticket and said it could take up to 7 days. I call on **** to check the status and inform them that I have no phone at all and I have health conditions and important phone calls and that I really need my phone. I have had that number and we have had cricket service for over 8 years. I get told to give it up to 7 days. I call on **** and again am told the support team is working on it and I need to wait til they call. So I email corporate in ******** ** and get a phone call back and was told theyre working on it and I should hear something really soon. I called on **** was told it was ready just go to a store and get a new SIM card and got hung up on while I was talking so I go and the store tells me they cant help me because the ticket has not been resolved and proceeds to tell me that no one can still your number and that cricket has no corporate offices. I called cricket back was hung up on again and a third time by a manager. Some customer service reps were nice and tried to help and made new tickets that I did not ask them to do. And the manager was upset that I had 3 claims tickets filed he was rude and had a hateful tone. Its been 24 Days and I still have no phone. No one has explained the process or the progress of the situation. They never offered a tempt number and I was told that if i choose to get a new temp number then I would have to pay for that. And pay to switch back. By **** my husband found that his number had been transferred to a customer with a 5$ plan at ************ and hello mobile said they would not switch it back

  Business Response

  Date: 09/27/2022

  September 27, 2022
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No: 18049737
  Re: *******************   
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *******************. In this complaint, ************** states that her ***** numbers were fraudulently ported out to another carrier without her permission, and that she has been unable to resolve the issue. 
  
  We want to assure ************** that her accounts security is a top priority for Cricket Wireless. After researching her account, we believe she may be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed her Cricket Wireless account had enough information to authenticate her account and make changes. This individual may then have used Ms.****** ***** number in an attempt to gain access to other accounts where ************* uses her ***** number for verification. If she hasnt already done so, we advise ************** to file a police report regarding the suspected identity theft. 
  
  Our records indicate that we were able to retrieve Ms. ****** wireless number, restore her original service plan, apply eligible credits to her account, and help her update her account security information. 
  
  We thank ************* for her communication and trust that this explanation properly addresses her concern. 
  
  Regards, 
  
  
  Cricket Wireless, Customer Support 
  1025 ******************* 
  *******, ** 30319 
  /NG 
  
  

  Customer Answer

  Date: 09/30/2022

  The matter has been taken care of and I want to thank you so very much for your help

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I have purchased 2 ** phones in the last 15 months. One, purchased last October, not even a year old and is a paperweight. We added a new line to our plan 2 months ago ans tired to get a screen protector from the Cricket retail store. We were informed that the two phones that were near a year after our purchase were going to slowly become unsupported because ** decided to stop manufacturing mobile devices and we were 'probably already starting to notice.' I had been having issues with Bluetooth but was nothing major. In the last 2 weeks our cellphones' functionality all but ceased. Would rarely receive texts or calls, no MMS or pics. Now nothing past the first screen on apps or the web. I do a little research and find ** announced in 2019- more than a year before the initial purchase at a Cricket retail store. We do not nor can afford to upgrade our cellphones yearly. We take care of our devices. We have tried to work with Cricket in store and over the phone, tried to escalate wirh management, never got callback on escalated IT ticket since our phones ceased to be smartphones. Our software version is Android 10 and they are up to 12, no further updates for these devices. Today IT was able to get a little web navigability but still no further assistance fir the issue at hand. Cricket Wireless very sold me 2 devices that are in just under and over one year in age. This is unfair and deceptive. Had they been forthcoming in the fact there was a very short timeframe for the end-of-life product that we purchased brand new from an authorized Cricket dealer, we would have picked a device that fit our needs since, as mentioned before: we do not upgrade regularly.

  Business Response

  Date: 10/12/2022

  
  October 12, 2022
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18049145
  Re: *******************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ******************************* regarding Cricket service. In his complaint, ******************** states he purchased two ** phones within the last *************************************************************** supporting the devices he purchased. He is requesting assistance with an upgrade because the functionality of his devices have ceased.
  
  We attempted to contact ******************** on October 3, October 4 and October 5, 2022 via phone and email, but we were unsuccessful in reaching him. To investigate ********************* concerns, we need to be able to communicate with him. Should ******************** still desire assistance with his concern he may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.
  
  We thank ******************** for his communication,and we will be available to assist him should he still desire.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /KM

  Customer Answer

  Date: 10/14/2022

  There are no sirs, only ********************* x2. Two wives in 2022. I work, as does my wife. A call at a decided time would have been fantastic.  No call log indications for their outreach 3, 4, 5th of October. 2 emails 3rd and 4th. There has been no resolution. When i reached back out om ******** Messenger they verified I am on the correct software?! I have repeatedly told them we are on Android 10 while the world is on Android 12. ** is not going to put out updates. Our phones do not work as designed off of wifi, barely work on wifi, calls do not go through half the time so who knows, they may have tried to call but the phones they sold us are trash.

  Business Response

  Date: 10/18/2022

  
  October 12, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18049145
  Re: *******************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a rebuttal filed by ******************************* regarding Cricket service. In her complaint, ******************* states her devices do not work as design.          
  
  Most Cricket devices carry a one-year manufacturer's warranty from the date of purchase. However,certain Cricket-branded phones offer the Cricket Two-Year Worry Free Warranty.
  
  Warranty claim coverage period on all wireless devices begins at the end of the 7-day return period. Most warranty claims are fulfilled through Cricket's exchange-by-mail program and may not be fulfilled through an authorized Cricket retail location. Warranty claims for new iPhones, the *** Velox, and the Moto G are fulfilled through the original equipment manufacturer.
  
  ********************* devices are outside of the warranty coverage period. She can upgrade her Cricket devices once every 180 days. ******************** can view Cricket Wireless website (cricketwireless.com) for our device promotions.
  
  We respectfully request that this complaint is closed at this time, as we are unable to assist further.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /KM
  

• Initial Complaint

  Date:09/19/2022

  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 8/29/2022 Cricket Wire let someone port my number out ************ My was not working called customer service they said I port my number out to different carriers . I explain I dont do it that it was fraud . While on phone with customer service got email charge was made to my account another phone line was in process of porting out ************ . Cricket Wire let this port out with me on phone with tell them it fraud. It been over 3 week still not fix . Cricket wireless should never let this happen

  Business Response

  Date: 09/27/2022

  September 27, 2022
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No:18047745
  Re: *********************  
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *********************. In this complaint, ************** states that his phone numbers were fraudulently ported out to another carrier without his permission, and that he has been unable to resolve the issue. 
  
  We want to assure ************** that his accounts security is a top priority for Cricket Wireless. After researching his account, we believe he may be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual may then have used Mr. ****** phone number in an attempt to gain access to other accounts where ************** uses his phone number for verification. If he hasnt already done so,we advise ************** to file a police report regarding the suspected identity theft. 
  
  Our records indicate that we were able to retrieve Mr. ****** wireless number, restore his original service plan, apply eligible credits to his account, and help him update his account security information. 
  
  We thank ************** for his communication and trust that this explanation properly addresses his concern. 
  
  Regards, 
  
  
  Cricket Wireless, Customer Support 
  1025 ******************* 
  *******, ** 30319 
  /NG 
  
  

• Initial Complaint

  Date:09/19/2022

  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.

  They made me pay 30 dollars to turn my daughters phone back on when I didnt authorize for it to be changed to begin with

  Business Response

  Date: 10/01/2022

  ********

  Customer Answer

  Date: 10/01/2022

   
  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:09/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are advertising free phones. When I went to get one, they said that I couldn&#**;t get one because I transferred from AT &T. I have the ad that I can share. Their prices keep going up. the ad was in a text message they sent me.

  Business Response

  Date: 10/01/2022

  ********

• Initial Complaint

  Date:09/19/2022

  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.

  bought Yat Wireless computer it did not work would not pick up radio station at all. I returned it and they said a piece had fallen off and could not return it. I came back home found the piece and returned it then they told me i could exchange it but i thought if it didnt pick up radio stations i didnt want it so asked for refund.. They said i had to wait for manufactuer i waited two weeks. I called manufacturer but he could not help. i called store as manufacturer was supposed to be there last week. He never came. this time when i called they said they gave my number to manufacter but i never been called. i waited a week I have been unable to fill out the warranty cause they said i need to do it with home office and they say they can not help me. This has been very frustraring. i been to store at least 6 times and called every day with no avail.

  Business Response

  Date: 10/10/2022

  October 10, 2022
  
  Better Business Bureau 
  Online Complaint 
  
  Complaint No: 18043844
  Re: *****************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *****************. In this complaint, ************ is asking for assistance with an instore accessory purchase at a Cricket Authorized Retailer.
  
  We contacted ************ on October 3, 2022,to gather more information regarding her complaint. ************** stated she has tried calling the authorized retailer and has had no luck in reaching them. She is needing help with an accessory she purchased at a Cricket Authorized Retailer. y
  
  We advised In Store: Accessories purchased from a Cricket Store are subject to that Authorized Retailer's return policy.. We emailed ************ on October 10, 2022, to advise that we emailed the store with her information to contact her. There are no guarantees, but we have made an extra effort to share her complaint with the store.
  
  We thank ************ for her communication and trust that this explanation properly addresses his complaint. 
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  1025 ******************* 
  *******, ** 30319 
  /GR