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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

    • 1,362 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:08/22/2022

      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.
      I bought a cricket wireless phone. I'm trying to get it unlocked so I can get rid of/sell it. I contacted Cricket Wireless support several times. They state that "your account must be active and paid for, for 6 months". I bought this beginning of January because they forced me to upgrade to a phone that supports "VO-LTE". It was indeed active 6 months.I went to the cricket store in person, and they couldn't help me either. It is long past the 6 month date. Their final answer was to reactivate the phone. I explained that I already did this. I cannot use this phone any longer. I use it for business purposes and it is way too slow and has been nothing but problems since I bought it in January.I don't want a refund, I just want it unlocked. I tried escalating to cricket wireless management and they "don't do that". So I'm reaching out to you (BBB).Phone IMEI: *************** Serial number: ********** Thank you!

      Business Response

      Date: 09/02/2022

      unlocked the device 

      Customer Answer

      Date: 09/03/2022

       
      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:08/22/2022

      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.
      On 8/12/2022 I paid my phone bill that was due that day. On 08/15/2022 around 4/5 pm I went to make a phone call and noticed my service was off. It processed through my bank on 08/15/2022 as well. Tuesday 8/16/2022 I went to the cricket store (****** location) and was there from ****am to 7 pm with the manager to find out somehow my account was in a whole different name (*************************) with an added line and my 3 lines canceled. We contacted corporate and spoke to numerous people to find out that my account was called in and changed on 8/15/2022 in store And there was nothing that they could about it other then charge me $120 to reconnect the lines that I did not authorize to be canceled or account to be changed. It took the store 4 days to offer me a temporary number for 1 out of 2 of the lines the 3rd line $35 was paid to keep the account active and possibly get codes sent to the number to try and fix the situation that didnt work. I have spent a week waiting for a call back and have heard nothing I have spoke to numerous people over the phone and have gotten nothing or no where with this no help other then to pay the $120 to reconnect the lines thats the only option they have given to fix it. I didnt authorize any of this I dont know who or how this person got on my account and was also told an employee was caught stealing for the store on 8/15/2022 which also was the same day my service went out. Not sure what else to do.

      Business Response

      Date: 09/02/2022

      September 2, 2022


      Better Business Bureau
      Online Complaint

      Complaint No: 17750897
      Re: *****************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by ***************************** regarding Cricket Wireless service. In this complaint, ********************** states someone added three lines and changed the name on her account without her permission.

      We attempted to contact ********************** on August 26, August 30 and September 1, 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 ********************
      *******, ** 30319
      /KM

    • Initial Complaint

      Date:08/20/2022

      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.
      7/19/2022 pre-paid for 6th month of Cricket service on phone purchased 6 months prior. As Cricket has a 6 month minimum phone on-network requirement, we waited till the 6th month before asking to port to new provider. We called about requesting this port on 8/14/2022. Cricket immediately cancelled the account without unlocking the phone, and did not refund for the remaining pre-paid week. Upon finding out that the phone was not unlocked, we called back 8/14/2022 when it was explained that we would have to wait till the end of our pre-paid month 8/20/2022. We waited and called 8/20/2022 upon which Cricket then proclaimed that the phone would have to be back on the network for that week, not just us waiting till the end of the pre-paid time. They suggested we pay for a new line and pre-paid service to make up that time, they would not refund us for the week they pre-maturely cancelled our service, and would not take a return of the now locked phone that can not be used. We request they honor our pre-paid service amount of 6 months and unlock the phone, and refund us for the week of pre-paid service that they cancelled. This is specifically for my wife *******************************, her phone number in question is ************. Please contact us and let us know if/how much extra information would be helpful. Thank you for your time.

      Business Response

      Date: 09/02/2022

      PROVIDED RESPONSE IN ATTACHMENT

      Customer Answer

      Date: 09/02/2022

       
      Better Business Bureau:

      I had a similar complaint through the *** that they were able to get me a Cricket person to personally  handle the case and get the phone unlocked  and out refund. Thank you for your help.


      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:08/20/2022

      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.
      We had cell service with Cricket wireless for several years. Our bill was paid up until 08/12/2022. We made an advance payment of $90 for the next bill (that would have been due on 08/12/2022) on 07/20/2022, but due to poor service and no cellular access we cancelled our service with Cricket on 07/29/2022. Cricket has refused to refund the $90 we paid in advance of the due date. We would like the money refunded asap.

      Business Response

      Date: 08/29/2022

      August 29, 2022

      Better Business Bureau
      Online Complaint

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

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by *********************. In this complaint, ************** is requesting a refund for a service not provided.

      We reviewed Ms. ****** account and found that on August 20, 2022, ************** was refunded back to the original form of payment.

      On August 29, 2022, we contacted ************** and advised her of our findings. We ask that ************** allow 7 10 business days for the refund to be fully processed.

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

      Regards,

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

      Customer Answer

      Date: 08/30/2022

       
      Better Business Bureau:
      Although I don't understand why it took so many calls to Cricket Wireless customer service for them to finally address my issue, they did FINALLY issue me a refund 4 weeks later. The resolution only came after I filed a BBB complaint and contacted them on ********* Their telephone customer service is worthless and they do nothing to solve problems...they only claim Cricket policy prevents them from issuing refunds of any kind, which we now know that is not true.
      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:08/19/2022

      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.
      Purchased an Iphone with Cricket Wireless in 2020. Have maintained service on 5 lines consistently for the past 9 years, including 2.5 years since purchasing the Iphone. Cricket will not unlock the Iphone stating that 6 months of service is required.

      Business Response

      Date: 09/06/2022

      September 6, 2022

      Better Business Bureau     
      Online Complaint

      Complaint No: 17744148
      Re: *****************************

      Dear Sir/*****,

      This correspondence is in response to a complaint filed by *****************************. In the complaint, **************** is requesting his device be unlocked.

      We researched **************** request and found his device was activated on November 23, 2021. We were able to successfully unlock his device.

      We contacted **************** on September 6, 2022 and explained our resolution.        

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

      Regards,

      Cricket Wireless
      Customer Corporate Relations
      1025 **********************************************************************
      /JL

    • Initial Complaint

      Date:08/19/2022

      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.
      I set up my account on my debit card by mistake. I tried to contact cricket to change my payment method online and the rep disconnected me. I tried to call and I was hung up on 3 times. I spoke to a rep recently who says there are only notes for calls in which I was not helped. My phone was disconnected and now they charged me a 15$ reactivation fee i was never told about. I talked to a supervisor who refused to wave the 15 charge even they they have record of 2 calls which I was hung up on before the billing cycle hit. Also I have never received any credits from cricket so this was a one time request I made due to their mistake.

      Business Response

      Date: 08/29/2022

      August 29, 2022


      Better Business Bureau
      Online Complaint

      Complaint No: 17741939
      Re: *********************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by ********************* regarding Cricket Service. **************** states that he tried to contact Cricket Wireless several times to change his method of payment but was not successful. ****************** account was suspended and charged $15.00 reactivations fee. **************** is requesting a one-time credit for the reactivation fee. 

      We contacted **************** on August 29, 2022, and applied a credit to his account to cover the reactivation fee.

      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:08/17/2022

      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.
      August 14th, I went to this Cricket location to have my number changed because the phone number they provided me is shared with another person. I paid $15 for this.The girl who helped was apparently in training on her third day, and the associate training her was on her phone and not watching her. The associate changed my partners phone number instead of mine. We suspected this had happened and asked them to double check, and the assured us they changed the correct phone number. A couple hours later it was revealed they had indeed changed the incorrect phone number. I called the store and they instructed me to call Cricket ***************** I called and spoke to *****. ***** changed my partners phone number back, but could not change my phone number without a payment. I explained I already made the $15 payment in store, but because they changed the wrong number, I hadn't received the service I paid for. ***** said he would need approval from his manager, who did not approve giving me the service I paid for. He told me to call the store. I called the store, who adamantly told me they do not do refunds, and that I need to call customer service and ask again. I called customer service again and spoke to *****, who said that the store manager can in fact approve the $15 credit, but that she would need to speak to the manager in a three way call. She told me she couldn't connect with the manager and would call me back once she had. She called me back several hours later and left a voicemail that she still hadn't been able to speak with the store manager, and would call me back, but she never did. I called today and spoke to *****, who said he couldn't approve a refund and that I needed to call the store. ***** assured me my previous calls were recorded and that he would have a supervisor call me today, but they never called.I called the store and requested to the speak to the manager, ****, but they wouldn't come to the phone and hasn't returned my call.

      Business Response

      Date: 08/27/2022

      August 27, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 17730869
      Re:*************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by *************************. In this complaint, ************** states on August 14, 2022, she visited a Cricket Wireless Authorized Retailer to have a number changed. **************, paid for the number change and the representative changed the wrong phone number. ************** requested the error be corrected and asked to pay the fee again. ************** is requesting a refund.

      We reviewed ************** account and provided her with a credit on August 20, 2022.

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


      Regards,

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

    • Initial Complaint

      Date:08/17/2022

      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.
      We tried to give this company a try for our cellular service, immediately we realized this was not going to be for us, so the next day we took the phones back to the store and requested a refund. This company took back the phones gave us a receipt and said they cancelled it. We later learned they did not cancel the account, and debited our account for even more money. I have reached out to them and tried every number I could find to try to get this resolved, they will not connect me with anyone that can refund our money and send confirmation that our account has been cancelled.

      Business Response

      Date: 08/31/2022

      LETTER OF RESPONSE

    • Initial Complaint

      Date:08/16/2022

      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.
      Purchase phone on Aug 10. Did not receive case or screen protector or charger with phone. Was told that they were out and that I could go to ******* and buy them. They were to be included for free with my phone. Went to the store twice and am told to buy them at *******. Phone is not working properly and will not charge( tells me slow charging and I need to use the charger that came with phone. They do not give out charges for this phone. Told the rep. ** the phone I would be in the store tomorrow to turn in phone and get my money back. She told me I would not get all my money back. I've had the phone for 20 days. Why can I not get my money back. I'm on disability and cannot afford to buy anymore cells phone. 100 dollars last month and 109 dollars this month. I receive **** dollars a month. Live between two daughters because I cannot afford to live on my own. I have *** ***** problems, servere aniety, bladder cancer and osteo

      Business Response

      Date: 08/25/2022

      ********

    • Initial Complaint

      Date:08/16/2022

      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.
      There is a Young ***** female employee she drive a Black and white truck..She very racist Shes a racist bully ..She hires no other employees and doesnt allow any other employees to work in the store but her..shes rude ...Racial bullying..threatening racial profiling..refuses to hire other employess its been going on for three years..she intimidates customers and anyone who applies for a job there is rejected and refused

      Business Response

      Date: 08/30/2022

      August 30, 2022


      Better Business Bureau
      Online Complaint

      Complaint No: 17723845
      Re: *****************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by ***************************** regarding Cricket Wireless service. In this complaint, ****************** has concerns about a Cricket Wireless Authorized Retailers employee.

      We attempted to contact ****************** on August 22, August 24 and August 26, 2022,but we were unsuccessful in reaching her. To investigate **************** concerns,we need to be able to communicate with her. Should ****************** 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 ********************
      *******, ** 30319
      /KM

    Cricket Wireless, LLC is NOT a BBB Accredited Business.

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