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

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless, LLC

  1030 Norwood Park Blvd STE 406 Austin, TX 78753-6610

• 

  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

• 

  Cricket Wireless, LLC

  1120 Lancaster Dr NE Salem, OR 97301-2933

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:08/05/2022

  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.

  - August 4. 2022 Date on which it happened. - I was not allowed to make the payment. That's the problem. - It is a prepaid telephone company (Cricket). I have never been asked for my ** for any type of procedure, but on August 4, I was asked to present it (I lost my ** in a robbery) and since I do not have it, I was not allowed to make the payment. I must clarify again that I was not required before, nor at the time of becoming a member of the company. It is an absurd requirement because when making changes to my account by phone, I am not asked to identify myself. Even so, customer service told me that I had been notified of this change in advance, which is not true, since I never received a text message or an email, and the person who said this could not specify the date on what supposedly I was notified. The person who told me this was a customer service supervisor named ***. - I hope that the company takes charge of compensating for my loss of time and money. - The company (through supervisor ***) has made it clear that these are its rules and that it will not change them (even knowing that I was not previously notified, and that this is an absurd rule, since it does not protect the user, and it is not correctly implemented when asking for an ** in the store to make a simple payment, and not asking for the ** in customer service when requesting to make deep changes in the account). I thank you in advance for his help, and I apologize for possible errors, since I am using the ****** translator.

  Business Response

  Date: 08/25/2022

  response to **************

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17678918
  
  I am rejecting this response because:

  Good morning/Good afternoon . 

  Cricket wireless's response was not at all satisfactory, since they are based on false premises to issue it.  They talk about 'new government regulations' and the fact that they gave their customers advance notice via text message, which is a lie.  I asked '***' one of Cricket's supervisors verbally, and he was unable to pinpoint the date the message was sent to my phone number.  If there was a need for an ID, I would also be asked for one when I want to make a change through customer service, and they don't ask me for anything there.  If Cricket's system is strict when it comes to going to a physical store, but relaxes when requesting service by phone, there is clearly an error.  Error that Cricket expects me to pay.  In addition, I told Cricket customer service that one of their stores had made it clear to me that the identification would be needed, but only to make changes to the account, not to make payments.  Now Cricket execs want to wash their hands of using 'arguments' so cheap and bogus they don't even deserve to be called arguments.  I have followed Cricket's instructions to the letter, but precisely because I have followed them I have had very bad times when it comes to wanting to manage (Make the monthly payment) my own account.  I have wasted money and time, not to mention the pouting faces and incompetence of salespeople who think that you go to stores asking for charity from others.  What I expect from this complaint is that Cricket wireless corporation take responsibility for their negligence and their negligent representatives, and compensate me for the time lost in the form of a monthly payment. 

  Happy afternoon and thank you very much.  (Translated with ****** translator. Sorry for the errors)

  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/30/2022

  RESPONSE TO REBUTTAL

• Initial Complaint

  Date:08/04/2022

  Type:Product 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 an account with Cricket Wireless that I cancelled on 8/3/2022. I only used 3 days of service on my plan. I called them twice, and every time they say they are going to talk to a supervisor, they hang up on **** think I should get a refund for the service days that I had left. The refused to give me a refund, and I think I deserve one.

  Business Response

  Date: 08/25/2022

  August 25, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 17670733
  Re: ***********************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***********************. In this complaint, **************** states he canceled his Cricket Wireless service on July 2, 2022. **************** says he was charged for the entire month and is requesting a refund.
  
  After reviewing the account, we discovered that the refund *************** is requesting was issued back to the original form of payment on August 12, 2022. We contacted **************** on August 25, 2022, we advised him of the refund.  
  
  We thank **************** for his communication and trust that this resolves his issue.
  
  Regards,
  
  Cricket Wireless, Customer Support
  ******************************************************************** 30319
  /EM

• Initial Complaint

  Date:08/04/2022

  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 Aug 3, 2022 I logged into my Cricket Wireless account to change my plan. The new plan had a larger monthly charge. I was ready to pay that amount immediately. However, I was not prompted to pay any outstanding or additional balances. My typical monthly charge from Cricket is $90 which is set to auto pay. My *************** was also Aug 3rd. I received a text message from Cricket confirming my new plan and no other communications.On Aug 4, 2022 I find out by logging into the site to pull a receipt of payment from Aug 3rd auto pay to find out my account has been suspended. the site states that I owe $35.67. I call in to Cricket customer service because the amount doesn't make sense. My plan was $90/month and I changed it to a plan that would be $110/month. I am told that I owe a $15 reactivation fee because my account was suspended for $.67 owed due to the plan change. I was never communicated a $.67 amount owed. I was never communicated that my account could or would be suspended. Additionally, upon asking to speak with the customer service reps supervisor he hung upon me and shut down my phone so I could make no phone calls. I ended up chatting with customer service who informed me that there is no escalation process for Cricket **************** and the reactivation is required. Additionally, I was informed that their systems don't have capabilities to communicate any of the things that would have ensured my awareness to their need prior to the suspension or even about the suspension. However, regardless of their inabilities to communicate I was to know that I owed the $.67 and to have paid it on 8/3.I was looking on 8/3 to pay $20 additional charge for the plan change. To have my account suspended and be required to pay a re-activation fee when there was no communication of an amount owed or potential suspension is poor customer service and an egregious fine when a simple text, prompt, email (anything really) could have avoided the situation.

  Business Response

  Date: 08/16/2022

  August 16, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 17669790
  Re:***********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ***********************. In this complaint, Ms. ******** states she changed her rate plan on August 3, 2022, at the time she changed the rate plan Ms. ********, was not made aware of any additional charges. On August 4, 2022, her account was suspended due to the prorated charge of the new rate plan and charged a reactivation fee.  Ms. ******** paid the charges; she is requesting a refund as she was not made aware there was a charge at the time, she changed her rate plan.
  
  We reviewed ********************** account and found she was not informed at the time of the rate change. We provided Ms. ********, we a refund of charges,
  
  We contacted Ms. ******** on August 15, 2022 and informed her of our findings.
  
  We thank Ms. ******** for her communication and trust that this explanation properly addresses her concerns.
  
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******,** 30319
  /BN

• Initial Complaint

  Date:08/04/2022

  Type:Delivery 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.

  Date of the transaction: July/August 2022 The amount of money you paid the business : $90 monthly fee + $5 additional for international calling plan What the business committed to provide you : International calling plan What the nature of the dispute is : The added feature of international calling has not be working. I have raised the issue to the company and it has not been resolved. The feature is still not working and the company is unable to render service with no explanation. Whether or not the business has tried to resolve the problem: I have called numerous times to bring the issue to their attention and they have mentioned of creating a case on the issue but it is still not being resolved. Account/order/tracking number: Account #: ********* / Case#: C-YPZYMI

  Business Response

  Date: 08/13/2022

  17669714
  Re:*********************
  
  
  

• Initial Complaint

  Date:08/04/2022

  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 8-3 i had a ************************************ auto pay etc i was at work and didnt have my card i paid it when i got home they are adding a 15 fee to get my service back on pure scumbag tactics no contract and have month to month service

  Business Response

  Date: 08/18/2022

  August 17, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 17669585
  Re: *********************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *********************. In his complaint, **************** says that his Cricket Wireless service was suspended for non-payment. **************** says he is disappointed that he had to pay a reactivation fee. 
  
  We contacted **************** on August 17, 2022, **************** says that he was at work and did not have his card on his person. As a one-time courtesy we have agreed to issue credit back to ****************** account.
  
  We thank **************** for his communication and trust that this resolves his issue.
  
  Regards,
  
  Cricket Wireless, Customer Support
  ******************************************************************** 30319
  /EM

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17669585
  
  I am rejecting this response because: they have did numerous other things costing me money mainly taking me off the government program for 3 or 4 months costing me 30 extra dollars a month the service is horrible they refused to unlock my phone and said i would get an upgrade but want to charge me full price they have horrible business ethics and have a lot of scam tactics i want more than just the 15 dollars back 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/24/2022

  August 24, 2022,
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 17669585
  Re: *********************
  
  Dear Sir/Madam,
  
  **** correspondence is a rebuttal response to a complaint filed by ************************ his complaint, **************** says that his Affordable Connectivity Program (ACP) discount was lost from December 2021 February 2022. **************** is requesting a refund for the lost ACP charges.   
  
  After reviewing the account, we confirmed that ****************** discount was not applied from December 2021- February 2022. We have agreed to issue a refund back to ****************** account. We attempted contacting **************** on August 24, 2022, unsuccessfully.
  
  We thank **************** for his communication and trust that this resolves his issue.
  
  Regards,
  
  Cricket Wireless, Customer Support
  ******************************************************************** 30319
  /EM

• Initial Complaint

  Date:08/02/2022

  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.

  to how it my concern...besides a 6 months ******** styles phone that only give me a headache form the beginning, I have been a Cricket customer for many years, as you can check my history on your screen.I have automatic payment deducted from my card account, not from my bank (as you guys said that was the bank's fault...) because my account with Cricket was not linked (by routing # or account #) to the bank. you guys disconnect my account to charge me reconnection fee, this was a very low move!My account shows automatic payments in previous months but not in the CURRENT month, so strange!When (at the Cricket store) my agent asked if you guys would remove the reconnection fee, you guys said NO, i decided to TERMINATE my account with Cricket. I heard you said NO, I DON'T CARE...RSSS FUNNY, the agent salesperson of Cricket, who has known me for a long time, said that is going to pay the reconnection fee for me because he wants me to stay with Cricket because he still wants to see me for a long time. WOW... the seller's agent cares much more for the CUSTOMER'S RELATION than the Company itself.I am going to stay for one more month, because of this agent, NOT because of the company's flexibility in maintaining an old stud and loyal customer.Confusedly surprised,************************** **************

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 17662230
  Re: ***********************
  
  Dear Sir/Madam,
  
  **** correspondence is in response to a complaint filed by ***********************. In this complaint, ****************** states he has auto-pay with his Cricket Wireless service. ****************** says his Cricket Wireless service was suspended for non-payment and was charged a reconnection fee.  
  
  After reviewing the account, we have agreed to issue a one-time courtesy credit back to ******************** account. We attempted contacting ***************** on August 24, August 25, and August 26, 2022, unsuccessfully. If ***************** is still interested in discussing this issue he may contact *****,Cricket Wireless Corporate Escalations Manager at ************.  
  
  We thank ****************** for his communication and trust that this resolves his issue.
  
  Regards,
  
  Cricket Wireless, Customer Support
  ******************************************************************** 30319
  /EM

• Initial Complaint

  Date:08/02/2022

  Type:Product 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 July 30, 2022 I ordered an upgraded phone from Cricket Wireless located in ************ **. I previously lost my phone, the requirement of Cricket was you needed a phone to do an upgrade. I was able to use my old phone to do the upgrade. I purchased a ***** card at ******* in order to active my old phone. When I received the upgraded phone it was not what I expected. I called Cricket and told them I know longer wanted to upgrade. Cricket charged $25.00 to upgrade the phone. I asked Cricket to return the $25.00 since I know longer wanted to do the upgrade. Cricket said the $25.00 was non-refundable, no where on the site did it say that the $25.00 was non-refundable. This is why I made a complaint with the Better Business Bureau. Their is no reason Cricket should keep $25.00 for doing nothing. I would like the $25.00 returned to my account to settle this dispute. Not only that, I had to speak to several representatives of Cricket before I was able to get a return label. I tried to resolve this issue directly with Cricket before coming to the Better Business Bureau, they would not waiver the $25.00 fee.

  Business Response

  Date: 08/04/2022

  August 3, 2022
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No:17658199
  Re: ***************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by ***************************. In this complaint, **************** states she placed an online order and decided she no longer needs the device. She states she instead decided to use her own device.**************** is requesting a refund of the cost of her upgrade fee. 
  
  We have researched **************** concerns and found her order was for an upgraded device.Her order was delivered on August 1, 2022. Per Cricket policy an upgrade fee is applied to any upgrade orders and is not refundable per our terms and conditions. 
  
  We contacted **************** on August 3, 2022 and discussed our findings. We explained our terms and conditions and advised we would make a onetime exception and issue a onetime credit to her account. 
  
  We thank **************** for her communication and trust that this explanation properly addresses her concerns. 
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  1025 *******************  
  *******, ** 30319 
  /JL 

• Initial Complaint

  Date:08/02/2022

  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'm set up for auto pay and my service keeps getting suspended and when I call cricket I have to pay ***** plus 5.00$ reconnecting fee then another 5.00$ processing fee cricket wireless is a scam when I do get a live person they lie and say I wasn't...all yesterday on the app it said we will automatically take a payment from your card Aug 1 2022 amount due 55.00$ ok so I waited for the auto pay to take place and it never did . They are liars and scammers and plus they don't open for another 2 hours I'm sick and tired of getting screwed every time I pay the extra and when their open I try to get the 15$ reimbursed they don't they just lie and say I wasn't set up for auto pay when I know I am because it be set up from a cricket wireless agent

  Business Response

  Date: 08/24/2022

  August 23, 2022
  
  Better Business Bureau 
  Online Complaint 
  
  Complaint No: 17657373
  Re: *********************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *********************. In this complaint, **************** states she was on auto pay and was disconnected and had to pay a reactivation fee. She is requesting a refund for the reactivation fee. 
  
  We contacted **************** on August 22,2022, to gather more information and review her account. We reviewed **************** account and see she was on auto pay on July 31, 2022, auto pay was processed and failed. She called in on August 2. 2022 to update the auto pay and reconnection fee. As a one-time courtesy we provided a credit for the reactivation fee. 
  
  We thank **************** for her communication and trust that this explanation properly addresses his complaint. 
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  1025 ******************* 
  *******, ** 30319 
  /GR 
  

• Initial Complaint

  Date:08/01/2022

  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.

  Last year I purchased 5 ** 5G telephones model number LM-K920 AM. Several of them are having a problem with the power button not working period one has already been replaced about six months ago during the others are now starting to have the same problem period we are told that it's outside the warranty., but this looks to be a known issue with ** and we'd like to get the returns and exchanges processed with you as we are your customer. Please help thank you. 2 of the IMEI#s are: ***************, and 359912882561239.Thank you for your help and I look forward to hearing from you.

  Business Response

  Date: 08/22/2022

  August 22, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 17653768
  Re: *******************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by Mr. ******************************** In this complaint **************** states that several of the 5 ** 5G devices he purchased last year are having problems with the power button, with one being replaced six months after purchase. He is requesting two of the devices be replaced.
  
  After reviewing ****************** complaint, we found that he has opened several Better Business Bureau complaints in reference to the different ** devices he purchased dating back to July, 2017. In each case, we have made exceptions to replace ****************** devices outside of warranty.
  
  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.Refurbished wireless devices carry a 90-day manufacturer's warranty from the date of purchase. **************** may the warranty information provided by the manufacturer of your device for more info.
  
  Unfortunately, **************** is outside of the warranty period, and we are unable to replace the devices. *************** will need to contact the manufacturer (**) directly for assistance with replacing the devices. He may also take advantage of any upgrade offers available to him or activate a compatible BYOD device.
  
  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:08/01/2022

  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.

  Cricket is taking action against me acusing me of fraude and stealing my phone by not restoring line to it or allowing it to have an active line stating it was reported stolen when I never did such thing they reported my own phone I purchazed from a store which I have proof and they acused me of stealing that phone and wont connect the phone I purchased because they reported my phone I paid for as stolen and wont and they falsely said I stole it and blocked it they caused economical losses because they wont allow the line to be active on that phone since we need that line for business. I tried to have them transfer the line from my damages phone to this one I had purchased but they refused stating its stolen when I bought it from them. I will also like to get help to *** them for fraud and for damages and for false acusations and for taking actions against me for false acusations and for dwfamation. Please help!!!

  Business Response

  Date: 08/13/2022

  ********