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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:08/16/2022

      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.
      Every single month, I ALWAYS pay my PREPAID cell phone service before Midnight when it SHOULD be due. However, Cricket has informed me that if payment is not received by 9;59PST (11:59CST), my service would be suspended and a late fee assessed (as if a computer that does automated actions needs to be paid). In the last year or so, I have been hit with im guessing 3-4 of these fee's including last night. I requested a refund of the $15, but I was told to go kick rocks (shame on you Cricket). This is unjust and unethical business practices because if I pay at 9:59pm PST, I am being shorted 2 hours of service every single month. After a year, that adds up to 24 hours, yes 1 full day.

      Business Response

      Date: 08/29/2022

      August 29,2022

      Better Business Bureau
      Online Complaint 

      Complaint No: 17723539
      Re: ***************************

      Dear Sir/Madam, 

      This ************** is in response to a complaint filed by ***************************. In the complaint, ****************** states he is making his payments before midnight. He explains that after making his payments his account is being suspended and incurring late fees.    

      We researched ****************** concerns and found his payments are due on the15th each month before 11:59CST. He has successfully received SMS reminders of his upcoming payments 3 days before his monthly due date. We see ****************** is making his payment around 9:59PST time and being processed after the due time.This is causing his payment to be late and his account being suspended. Since his account is getting suspended there is a reactivation fee that is added.

      We contacted ****************** on August 26, 2022 to discuss our findings.We explained to him that his payments are being processed late and will need to make them before the due date and time. We also recommended ****************** to consider autopay as a form of payment. This will allow him to avoid service interruptions and avoid any other late fees. He can find the full details at: https://www.cricketwireless.com/support/billing-and-payments/auto-pay-setup.html. 

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

      Regards, 

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

    • 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.
      8/15/22 paid my cricket bill of $126 on my Cricket app. Payment cleared my bank at 10:30am. I show this on my bank statement as well as had it confirmed by a bank rep. *** payment did not reflect on my cricket about so I called them at 11am on 8/15/22. I was told that it did not show I made a payment at all and I needed to pay again or my account would be shut down. I told them I had copies of my bank statement as well as my bank agent ready on 3 way to verify it was paid. ***y refused to let me submit and documentation and instead disconnected me and asked for $141 more. I have now paid a total of $267 and no one can give me answers to where my money went.

      Business Response

      Date: 08/26/2022

      August 26, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 17722035
      Re:*************************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by *************************************. In her complaint, ************************ states she paid her bill on August 15, 2022, the payment cleared her bank account. Cricket Wireless stated it did not receive the payment and suspended her service. ************************ is requesting a refund.

      On August 17, 2022, we contacted ************************ to gain additional details. We engaged our Payment Research Team to investigate, they confirmed Cricket Wireless did not receive the payment on August 15, 2022, we received an authorization from the financial institution, without payment.

      We provided ************************ with our findings on August 22, 2022. We advised her to contact her financial institution for further investigation.

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

      Regards,

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

    • Initial Complaint

      Date:08/15/2022

      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.
      The amount of the monies paid are: $60.00 to pay the monthly bill. Another $50.00 to change the phone to my name and $15.00 for the phone number to be changed. The business has not tried to resolve this issue with me. I wrote the company on July 19th I will upload attached letters that I sent on July 19th, 2022 to **************************. Letters were sent to *********************************, VP of Business Operations *****************************,& *******************, Chief ********************************************** August 15, 2022: I called customer service at this number **************. The first agent I spoke with, I asked for the District Manager's number, and he gave me a number of ************ (4:49 ***** ******* was no resolve. I called again and spoke with an agent who did not give me a number to speak with a DM' ******* decided to call the local ************** picked up. There was still no resolve because she claimed that the store tried to resolve the ************ did not. She is so busy talking at me & with all this attitude that she does not hear anything I've said about these transactions. I have had no other contact since I left the store, no letter or calls about the transactions that took place in that store until today. On today, 8/15/2022 around 5:04 p.m. the agent called & tried to resolve the issue. ****** picked up and told the lady on customer service that she tried to resolve the issue and she has not. She would not release the DM's #. My experience with her is not good and I do not want to talk to ******. The reason being is that ****** WAS NOT there on any transactions until the last day when I asked for my money back due to being *misled. This is when all the chaos occurred. Please note as I did in the letter. I would have never done transactions on the phone knowing my ex-husband filed a fraudulent claim on this phone. However, this is just his character. I have enclosed the letter I sent to the ****************** below. The yellow sticky tab is in ********'s handwriting.

      Business Response

      Date: 09/02/2022

      September 2, 2022

      Better Business Bureau    
      Online Complaint

      Complaint No: 17720632
      Re: *********************************

      ****************************************** is in response to a complaint filed by *********************************. In the complaint, ****************** is requesting to have her device removed from the blocklist.

      We attempted to contact ****************** to discuss her concerns on August 29, August 30, and September 2, 2022 but we were unsuccessful. Should Ms. ************************* wish to have assistance with her concern, she can contact *****, Cricket Wireless Corporate Escalations Manager, ************.      

      We thank ****************** for her communication and look forward to assisting her with her concern.

      Regards,

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

      Customer Answer

      Date: 09/03/2022

       I see where they stated they have tried to call me on August 29th and September 2, 2022. On the days listed I may have missed their calls because ************** and was more than likely at work. I do not know if unblocking the phone was an acceptable resolution to this phone. But I did ask for an in-store credit so that my son can get a new phone if that is not an option. He loves this provider, and this is the only reason I have pursued this claim. Also, because of what was done to him by his father. I do not want to go back into any of this, however, I will call *********** 

      Thanks. 

      Business Response

      Date: 09/12/2022

      September 12, 2022

      Better Business Bureau    
      Online Complaint

      Complaint No: 17720632
      Re: *********************************

      ****************************************** is in response to a rebuttal filed by *********************************. In the complaint, ****************** is requesting to have her device removed from the blocklist.

      We contacted ****************** on September 9, 2022 to discuss her concerns. We attempted to have her verify the account but were not successful.  We explained that without verifying the account we would not be able to further assist and investigate her concerns. ****************** states the account is under her name and does not know the pin to access her account. We provided other options for her to take due to it being a domestic dispute.  She also has our contact number in case she has further concerns.

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

      Regards,

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

    • Initial Complaint

      Date:08/15/2022

      Type:Sales and Advertising 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.
      Called Cricket Wireless today to ask them to waive a $15 Activation fee after my account got suspended for non payment. Ive been a loyal customer for over four years. ***** ALWAYS paid on time, which the manager confirmed. Called to explain to them that my **** card was compromised and I had fraudulent charges in my back account and had the bank open a fraud claim and cancel the card that I use to make payment. New card arrived and paid my balance in less than 12 hours and asked them as a courtesy to waive the reactivation fees. **************** rep was unhelpful and asked for a supervisor who was much worse. His name is *****. Got nothing but robotic responses. Was offered a $5 reduction on reactivation. I asked for a $10 credit on my next bill and he said no. Said he consulted with other managers on his floor and they said no. Asked to escalate my concern to a higher up and that I wanted to file a complaint and suddenly he was the only manager on duty. Flat out lie. He then hung up on me. Just had to pay the reactivation fee, no $5 credit so I paid the full $15. The reps and managers are not helpful, spiteful and simply do not care about customer service. I want a credit of $15 on my next bill cycle and a complaint filed on ***** and Cricket. I've been hung up on numerous times by so Called managers. Had a faulty Hotspot that was replaced 3 times in a year due to bad batteries. Was even told by a rep that the batteries are not good. Never received any credits for the service or down time I experienced with replacing three devices. This is just pure Greed.

      Business Response

      Date: 08/29/2022

      August 29, 2022


      Better Business Bureau
      Online Complaint

      Complaint No: 17718482
      Re: *******************

      Dear Sir/*****,

      This correspondence is in response to a complaint filed by ******************* regarding Cricket *******. ************** explains that her Cricket account was suspended for non-payment, and she requested the reactivation fee to be waived as courtesy for a being a loyal long-term customer.  ************ also details an unfortunate interaction with Cricket Care.

      We contacted ************ on August 29, 2022, and applied a credit to her account. We also transferred the complaint to the Cricket Care leadership team so they could investigate her interaction and take any action they deem necessary.

      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:08/14/2022

      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.
      Brought a phone for my son back around Christmas had problems with the sim by the time I got a new one was told it couldnt be activated and Im out the *************************************************************************** 40 dollars

      Business Response

      Date: 08/30/2022

      August 30, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 17714785
      Re: ***************************

      Dear ************************************************************ is in reference to a complaint filed by ***************************. In the complaint ****************** states, she purchased a device from ********************** around Christmas. **************** says that she could not use the device for three months and despite contacting Cricket Wireless the issue was not resolved. *************** is requesting a refund for the three months of service being down.

      We contacted **************** on August 26, 2022; we have agreed to issue a one-time courtesy credit back to ****************** account.

      We thank **************** for her communication and trust that this resolves her issue.



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

    • Initial Complaint

      Date:08/14/2022

      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.
      Their Apple Pay option on there app creates an error and takes the money but the money isnt used for the service this has happened before and I got a refund a week later but that was after I paid the reactivation fee which was 5$ extra

      Business Response

      Date: 08/24/2022

      August 24, 2022

      Better Business Bureau
      Online Complaint  

      Complaint No: 17714296
      Re: ****** Medicinebird     


      Dear Sir/*****, 

      This correspondence is in response to a complaint filed by *************************************. In the complaint, **************************** wanted to inform us that Apple Pay method is not working accordingly.

      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 he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met. 

      We thank **************************** for his feedback and communication on this subject. .

      Regards, 

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

    • Initial Complaint

      Date:08/13/2022

      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 switched from ******* to Cricket after seeing a promotion for free iPhones. In the store, I was told I could not get free iPhones for new numbers. So, I purchased two ***s for my kids and got the iPhones for myself and my wife. The next day, I saw the ad and it said nothing about new lines. Online it said new lines get free iPhones. We already got the phones so I didn't worry much about it - this was about 2 weeks ago. Both the *** phones I purchased (not free like I thought) are freezing regularly when my kids want to play their games. One phone won't even turn on and says needs a factor reset but doesn't let you do it. I've tried calling customer service and have been ping ponged from customer service to the warranty department. After six calls of getting nowhere, 4 of which I was hung up on, I decided to try another route. I would like Cricket to send me the iPhones stated in the promotion for my kids. I'll gladly send the crappy *** phones back - even though I paid for them when the promotion said they were free. I am two weeks in and seriously regretting switching from *******. I hope someone can resolve this issue before my bill is due. If not, I'll be switching back!

      Business Response

      Date: 08/25/2022

      ********

      Customer Answer

      Date: 08/26/2022

       
      Complaint: 17712579

      I am rejecting this response because: I dont believe I got what I paid for. The representative that called me was argumentative and even belittling at times and not willing to provide a reasonable remedy to the issue.

      Sincerely,

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

      Business Response

      Date: 08/31/2022

      ********

    • Initial Complaint

      Date:08/13/2022

      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 placed an order (#****************) on 8/5/22 totaling $70.78 to switch my cell service to Cricket online through the Bring Your Own Phone option online. I checked my phones compatability and made sure it was unlocked previous to my order. Crickets compatability checker on the website said my phone was compatible and my previous provider assured me that my phone was unlocked and able to switch. After activation my phone seemed to work good with Cricket service but I soon realized the next day that I could not make or recieve phone calls. Only texting and mobile data were working. I called support twice. First time I was assured they would take care of it and my phone would be working within 15 mins. It did not work. The next day it was still not working and I called support again. They were diligent in going through troubleshooting and the end result was that my phone was not compatible with thier network. I asked for a refund as I would again need to switch cell providers. They told me there was no any way that they could give me a refund. I need my phone and to be available for my work. Cricket did not provide me with the service I paid for.

      Business Response

      Date: 08/25/2022

      ********

      Customer Answer

      Date: 08/26/2022

       
      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:08/12/2022

      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 initiated bridge pay on july 27th and then extended bridge pay on august 3rd and on august 4th my service was suspended . I called cricket and spoke with an agent , i told the agent that i have a confirmation number for the bridge pay but i was told that it didnt go through on their end after i paid $15 for the service and was told that i needed to pay $35 in two days in which i did. Fast foward after i paid the 35 dollars i received a text message stating that i needed to pay $24 more dollars by august 11 . I called cricket but everyone i spoke to was **** and would not listen to me . I would like a refund

      Business Response

      Date: 08/23/2022

       17708043

    • Initial Complaint

      Date:08/11/2022

      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.
      Original date of contract not known. 25$ activation fee plus 35$ per month usage fee. This was on my owned phone. There was no booklet providing info for a pre owned phone. This program was in use for several years and discontinued aprox 1 yr ago. On august 5th or 8th we tried to activate the phone, that we owned ,thru **** mobile. It was discovered that cricket had locked the phone and had know way to unlock it since they had not sold the phone. They stated they did not lock phones. But our screen said it was locked by carrier cricket. My wife took the phone to the frankfort store. They attempted to unlock it, it may take a few days to find out if it unlocked. My wife came home and contacted a main office. Where they said we had to create/ purchase a new contract for 6 months and then they would unlock the phone, unless we could provide the one time activation pin that was used to activate the the sim card. They stated that they did not lock phones accept purchased from them. We have a friend who purchased a phone from ******* and activated it thru cricket and after aprox. 8 months encountered same situation.

      Business Response

      Date: 09/02/2022

      September 2, 2022

      Better Business Bureau    
      Online Complaint

      Complaint No: 17703718
      Re: *********************************

      ****************************************** is in response to a complaint filed by *********************************. In the complaint, ******************** is requesting to have her device removed from the blocklist.

      We attempted to contact ******************** to discuss his concerns on August 29, August 30, and September 2, 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

    Cricket Wireless, LLC is NOT a BBB Accredited Business.

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