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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:07/25/2022

      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 met with the store manager on July 2, 2022. We discussed my wife and my desire to move to Cricket phone service provided we could keep our phone numbers and pay less per month. I did further investigations on line for a week and continued to email the store manager to be sure our phone were compatible with he Cricket phone service. I then returned to the store last Friday, the 8th. of July to make the switchover to Cricket from ******** After spending three hours in the store I was given a electronic billing, which I paid with my credit card. Then after signing off on the agreement the sales person told. me that I couldn't get phone service for $0.00, but instead would have to pay $50.00, which was already what I was getting charged by ******** They did a bait and switch on me I my opinion.This email was sent to the store manager on July 15, 2022.Hi ******,I went to your store this morning to upgrade to Cricket ************* after talking with you and doing research. Real sorry I missed you.I met with ****** an associate. I told him I wanted the $30.00 a month plan for one phone, with the additional Hotspot feature for $10.00 more, bringing the monthly total to $40.00. He said no problem. I explained I was doing this to save money, as I and my wife mentioned to you when we met last weekend. After making the switch over from ******** ***** rang up the sale and I signed off on the sales agreement, only then to be told by *****s manager/associate that the $30.00 plan doesnt allow for the additional Hotspot for $10.00. By the time they figured it all out, I would be paying $50,.00 a month to Cricket, which is what Im already paying to ******** so there was no need to do the sale, as I wasnt saving any money. I was told I couldnt get my money back, even though Id been told by the sales person, ****** that this plan included all the features I wanted for $40.00 a month. The store manager refused to refund my money nor pay my cost to reconnect to Veri

      Business Response

      Date: 08/10/2022

      ********

      Customer Answer

      Date: 08/10/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:07/25/2022

      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.
      I prepaid for a line of service. I ported a #. I was not satisfied with Cricket so I ported the number back to the original carrier. I reached out to cricket if I could apply the $55 value I paid for the service to a new number. They tried to sell me a second $55 month of service, rather than allow me to use the value I had originally paid for. They immediately cancelled the account when the port happened. So, for 1 day of service, I paid $55... not acceptable. I am not asking for a refund, I am asking to be able to use the $55 value I paid in.

      Business Response

      Date: 08/03/2022

      August 2, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 17621204
      Re:*****************************

      Dear Sir/Madam, 

      This ************** is in response to a complaint filed by *****************************. In the complaint, **************** states he ported his number to Cricket and made a service payment. He then ported out his number and would like to use his balance towards another account.
      We researched ****************** concerns and found he ported his number to Cricket Wireless on July 24, 2022. He then ported out to a new carrier on July 25, 2022. His account was canceled due to his port request. *************** was also issued a refund of his last payment on July 29, 2022. This was due to a chargeback request with his banking institution.
      We contacted **************** on August 1, 2022 and informed him that he has been issued a refund for his last payment. Based on our findings we will not be able to complete his request.
      We thank **************** for his communication and trust that this explanation properly addresses his concerns.   

      Regards, 

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

      Customer Answer

      Date: 08/03/2022

       
      Complaint: 17621204

      I am rejecting this response because:

      This business would not have done this had I not complained to the BBB. The communication they have, as a communication company is lacking and I have as yet to have the money properly credited to my account (in this case credit card account). 

      Sincerely,

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

      Business Response

      Date: 08/05/2022

      August 3, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 17621204
      Re:*****************************

      Dear Sir/Madam, 

      This ************** is in response to a rebuttal filed by *****************************. In the rebuttal,**************** states he has not been properly credited.  
      We previously explained to **************** that his last payment received on July 24, 2022 has been issued as a refund due to a chargeback request. On Crickets end, this was completed on July 29, 2022. We are not able to complete his request based on our findings.
      We contacted **************** on August 3, 2022 and explained our findings. We advised his refund was issued back to his original form of payment on July 29, 2022. We ask he allows **** business days to reflect on his end. If it is not completed by then, we recommend he contact his banking institution.
      We thank **************** for his communication and trust that this explanation properly addresses his concerns.   

      Regards, 

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

    • Initial Complaint

      Date:07/24/2022

      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.
      I canceled my service less than 24 hours later due to the horrendous customer service I received. I tried setting up an online account to manage my services, but never received the temporary password. I reached out several times via chat and was provided the same scripted troubleshooting steps. I understand this is a prepaid service, but due to being unable to fully utilize the services I would like a full refund of my $60. The order number is ****************

      Business Response

      Date: 08/03/2022

      August 3, 2022

      Better Business Bureau
      Online Complaint

      Complaint No:  17617608
      Re: *******************************  

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by *******************************. In this complaint, ******************** is requesting a refund because he canceled his Cricket Wireless service less than 24 hours after activation.

      According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms:  Amounts paid for service charges are non-refundable and account balances are not transferable,refundable, or redeemable for cash. If your account is suspended or cancelled,for any reason, any remaining balance in your account will be forfeited.

      Non-withstanding Crickets Terms and Conditions, ******************** has been refunded for the service payment made on July 23, 2022. We thank him for his patience and do advise refund times can vary by financial institution.

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

      Regards,

      Cricket Wireless
      Customer Corporate Relations
      ******************. NE
      *******, ** 30324
      /KM

      Customer Answer

      Date: 08/08/2022

       
      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:07/23/2022

      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 7/19/2022 Cricket wireless charged my credit card ***** and transaction posted to my account on 7/20/2022 transaction # *********************** ****. Also another on same day 7/19/2022 Cricket wireless charged my credit card ***** and transaction posted to my account on 7/20/2022 transaction # *********************** ****.I spoke with **** from Cricket Wireless today 7/23/2022 and he told me that they can not give me my money back because I have no account with them and they can't do anything about it. I let **** know that I have no account with them and that I don't know anyone with a cricket wireless account. I then also asked **** to speak to someone higher up and he told me that no one was available to speak with me. I'm not very happy on how this was handled and how they let someone pay with my card that I have had on me at all times.

      Business Response

      Date: 08/16/2022

      August 16, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 17615559
      Re:***************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by ***************************. In this complaint, ******************** states on July 19, 2022, Cricket Wireless charged her credit card twice. ******************** is not a Cricket Wireless customer and is requesting a refund.

      We contacted ******************** on August 9, 2022, to gain additional details. We engaged our Payment Research Team to investigate the credit card charge. Our Payment Research team did not find a Cricket Wireless transaction with the credit card information provided by ********************.  

      On August 15, 2022, we advised ******************** of our findings. We encouraged her to contact her financial institution to request a chargeback.

      Due to these findings, we are unable to honor ******************** request for a refund.

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


      Regards,

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

    • Initial Complaint

      Date:07/22/2022

      Type:Customer Service 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.
      Our family's cell phone numbers were exported without our authorization. Now we are seeing unauthorized activity on our Paypal and cash app's online. Cricket allowed the numbers to be exported and we have reached out to them every single day. Its been a week and they will not provide an update on getting our cell phone numbers back.

      Business Response

      Date: 08/08/2022

      August 8, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 17612908
      Re: *****************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by *****************************. In this complaint, **************** states her phone numbers were exported without her authorization.  **************** would like her numbers returned.

      We attempted to contact *************** by phone and email on July 28, August 3, and August 4, 2022, however those attempts proved unsuccessful. Should **************** wish to discuss her complaint further, she may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.

      We thank **************** for her communication and will be available should **************** still need assistance.
      Regards,

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

    • Initial Complaint

      Date:07/21/2022

      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 made a payment of $110 to Cricket Wireless on July 19th, 2022 for my phone ****, which was due July 20th, 2022. They claim to have not received the payment, however I confirmed with my bank in which they stated the payment did in fact go through. I spoke with at least 5 representatives none of which was capable of assisting me. I asked to speak with supervisors which left me on hold for OVER a hour and a half. I am still currently on hold as Im typing this. The representatives wouldnt transfer me upon request, they were assisting me after I had already told them that a supervisor will be needed because theyre going to tell me the same thing the previous rep did; which is what exactly happened. Furthermore, I am now without service as of today July 21st because this company claimed to not have my payment. I paid it through the MyCricket App via Apple Pay, and a cricket representative also conferences in Apple Pay in which Apple Pay did confirm the payment went through and was approved. So myself, my bank (Chime), as well as Apple Pay all confirmed the payment was made. So it is an error on Crickets end. They keep talking about autopay was unsuccessful when I paid it through Apple Pay and not autopay.

      Business Response

      Date: 08/15/2022

      Dixon 

    • Initial Complaint

      Date:07/21/2022

      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 called to get a record of my call log. (Which is mine legally) I was told that I had to get my lawyer involved to get the call log. Which I'm not sure why because any other phone company you can log onto your account and click the phone number and see your call log. Telling me that I need to call my lawyer or law enforcement to get the call log for the week of June ***** 2022. I feel that it's my right to my call log if I want it. I shouldn't have to call a lawyer or law enforcement. I pay my phone **** not Cricket. So therefore, it's my call log not there's.

      Business Response

      Date: 07/29/2022

      July 29, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 17600211
      Re:***************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by ***************************. In her complaint, ****************** states she called to request her call log and was told she had to get her lawyer involved. ****************** would like to get her call log.

      Cricket does not retain call detail for customers, it is one of the ways we keep our costs down so we can offer best in class wireless rate plans. The AT&T ************************** (GLDC) handles call detail requests.

      We provided ****************** with contact information for AT&T ************************** (GLDC), where she can request call records.

      Phone:************, Fax: ************

      Email:************

      Mail:AT&T ************************** (GLDC) ********************************************************** 33408

      On July 28, 2022, we advised ****************** of our findings

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

      Regards,

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

    • Initial Complaint

      Date:07/21/2022

      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.
      We would like Cricket corp. to be made aware of several issues this Police ***** has had with an employee of the Cricket store at ********************. ***********. The specific employee is (*******************). Our ***** has responded to 2 different calls at that store where ****** was involved in a disturbance. He was outside the store in pubic view using foul language directed towards the Police. We also have Police body camera video of the most recent incident on 7-19-22. I would like a representative from Cricket Corp. to contact ** regarding this complaint against this employee. Thank you ************** / *********** Police *****

      Business Response

      Date: 08/05/2022


      August 3, 2022
       
      Better Business Bureau
      Online Complaint
       
      Complaint No:  17599315
      Re: ***************************************************************************************** is in response to a complaint filed by ********************** In this complaint, Detective Grande wants Cricket Wireless to be made aware of several issues at a Cricket Authorized Retailer, specifically, an employee who has had several complaints filed and also Police Body camera footage of indecent with foul language against a police officer.

      We contacted Detective Grande on July 21, 2022, to advise that location is a franchise, which means it is a privately owned Authorized Retailer. We advised the detective, any additional information about the store or an employee, he must work directly with the store owner.

      Detective Grande asked for the store owners information, we advised we will email the Market Director of the area to provide this complaint to the store owner with his contact information. Detective Grande thanked us and will work on contacting the store.

      We thank Detective Grande for his communication and thank him for the response.
       
      Regards, 
       
      Cricket Wireless, Customer Support 
      1025 Lenox Blvd, NE 
      *******, ** 30319 
      /GR 

      Customer Answer

      Date: 08/08/2022

       
      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,

      Detective Rich ******

    • Initial Complaint

      Date:07/21/2022

      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 PURCHASED A BRAND NEW ***** AT CRICKET AND THREE DIFFERENT EMPLOYEES TOLD US THE ***** WOULD WORK IN **********. WE PAID FOR THE ***** AND THE PLAN IN FULL. COME TO FIND OUT THEY DON'T HAVE ANY INTERNATIONAL PLAN IN ********** BUT I WAS CHARGED FOR IT ANYHOW. WHEN IN ********** A NEW *** CARD WAS PURCHASED FOR THE ***** FOR IT TO BE ACTIVATED THERE AND THE PROVIDER IN ********** TOLD ** THAT CRICKET HAS TO UNLOCK THE ***** FOR THE *** CARD TO WORK. MANY ATTEMPTS WERE MADE AND CRICKET WON'T UNLOCK THE **** ***** BECAUSE THERE POLICY IS THAT A ***** HAS TO BE ACTIVATED FOR 6 MONTHS BEFORE THEY WILL ALLOW THE DEVICE TO BE UNLOCKED. WE WOULD HAVE NOT PURCHASED A NEW DEVICE HAD WE KNOWN THIS. THIS 100% CRICKETS ERROR AND NOW WE ARE CURRENTLY STRANDED WITH NO WI -FI SERVICE IN **********. NOT ONE EMPLOYEE WAS AWARE OF THEIR OWN POLICY. BEWARE! ALSO THERE INTERNATIONAL PLANS ONLY WORK WHEN YOU ARE CALLING TO OTHER COUNTRIES. YOU CANNOT CALL TO *****************.

      Business Response

      Date: 08/03/2022

      August 1, 2022

      Better Business Bureau
      Online Complaint

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

      This correspondence is in response to a complaint filed by *************************. In the complaint, ******************** states that she purchased a new phone from an Authorized Retailer. At this location, three different employees told her that they will be able to use the phone in *********. ******************** was misinformed because Cricket Wireless does not offer international roaming plans. ******************* is requesting for Cricket unlock the device.

      *********************** 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. ********* account and found her device is not eligible to be unlocked.  Ms. ********* device was active on ********************* network for 27 days. Notwithstanding, the current Unlock Policy, we made an exception and unlocked Ms. ********* device.

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

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

    • Initial Complaint

      Date:07/20/2022

      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 june 18, 2022, cricket has allowed a sim swap or port out system hack in my name. The hacker switched changed my security question and pin number allwoing him to take control of my account. He has gone to Tmobile store and opened a new account in my name presenting ID and passing manual credit check process. Cricket not only allowed this, but has not been able to do anything to remedy this. I was told to go to a physical store and provide ID, which I did. Yet they are unable to get into my account and try to return it to me. No information about the hack was given to me, I asked for some documentation and they are unable to provide. Only when a friend did research on ****** did they find out that my phone number has been ported out to tmobile and tmobile confirmed this.

      Business Response

      Date: 08/04/2022

      August 3, 2022

      Better Business Bureau  
      Online Complaint

      Complaint No: 17597151
      Re: ***** ***hellou

      ****************************************** is in response to a complaint filed by ***** ***hellou. In the complaint, Mr. ********* states his number was ported out without his consent. He is requesting his number be retrieved.

      We attempted to contact Mr. ***hellou to gather more information on August 1, August 2, and August 3, 2022, but we were unsuccessful. Should Mr. ***hellou still wish to have assistance with his concern, he can contact *****, Cricket Wireless Corporate Escalations Manager, ************.    

      We thank Mr. ***hellou 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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