Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Cricket Wireless, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,362 total complaints in the last 3 years.
400 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:07/20/2022
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.
Cricket Wireless owes me a refund of $88.70. Account# *********** ordered a new device and service on July 5th and paid $211.46. That gave me everything I needed to start service with Cricket Wireless. That is the device and the service. I have been attached it for your reference.The the ********* store then charge me the additional money the next day to activate it. Those charges are attached also.Called Cricket customer service on July 18th and spoke to ****** employee number *******. She refuses to do anything after I explained. That leaves me with no choice but to file this complaint with the Better Business Bureau.
Business Response
Date: 08/12/2022
August 12, 2022

Better Business Bureau
Online Complaint

Complaint No: 17594070
Re: ***************************

Dear Sir/Madam,

**** correspondence is in response to a complaint filed by ***************************. In his complaint, ****************** states he purchased a device and service online and was charged again for service and activation after receiving the order. ****************** is requesting a refund for the additional charges.

After reviewing the account, we have agreed to issue a refund back to ******************. We have attempted contacting **************** on April 10, April 11,and April 12, 2022, unsuccessfully. We also sent **************** an email on August 11,2022, with no response. If ****************** is still interested in discussing this issue he may contact *****, Cricket Wireless Corporate Escalations Manager at ************.

We thank ****************** for his communication and look forward to discussing this issue with him.

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 08/12/2022

Complaint: 17594070

I am rejecting this response because:

****************** has not received any refund from Cricket Wireless. Also the letter makes no sense. It mentions a person that I don't know. Who is ****************?.I'm guessing that Cricket used a form letter and did not update the names.

Please call me at ************

Sincerely,

***************************
Business Response
Date: 08/16/2022
August 12, 2022

Better Business Bureau
Online Complaint

Complaint No: 17594070
Re: ***************************

Dear Sir/Madam,

**** correspondence is a rebuttal response to a complaint filed by ***************************. In his complaint, ****************** states he purchased a device and service online and was charged for service and an activation fee after receiving the order. In his rebuttal, ****************** says he has not received his refund.

We contacted ****************** on August 15, 2022. We advised ***************** that the refund was processed on August 12, 2022, and today is August 15, 2022. We then educated ****************** that refunds can take **** business days to be returned to him.

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

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 08/17/2022

Complaint: 17594070

I am rejecting this response because:

Cricket does not tell me the amount of the settlement. Secondly I did not receive any credit card refund as they say. Please let me educate cricket that they must tell me how much the refund will be. Until I see something in my account I cannot agree with this offer.

Sincerely,

***************************
Business Response
Date: 08/24/2022
August 24, 2022

Better Business Bureau
Online Complaint

Complaint No: 17594070
Re: ***************************

Dear Sir/Madam,

**** correspondence is a rebuttal response to a complaint filed by ***************************. In his complaint, ****************** states he has not received his Cricket Wireless refund. Mr. ****** also says that he was not advised how much his refund would be.

We attempted contacting ****************** on August 24, 2022, unsuccessfully,we also sent ****************** an email on August 11, 2022, with no response. ****************** was approved for a refund of $55.00. It normally takes seven to ten business days for a refund to go back to the original payment method.
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
Customer Answer
Date: 08/25/2022

Complaint: 17594070

I am rejecting this response because:

It's now 14 days and I have not received the $55 refund that was promised on August 11th.

By the way, I have never seen a company take this long to issue a credit. It normally comes in less than 5 business days or less.

I don't know who cricket is trying to fool. They need to revisit the process that they used to issue the refund. For some reason has not working.

Sincerely,

***************************
Business Response
Date: 08/31/2022
August 31, 2022

Better Business Bureau
Online Complaint

Complaint No: 17594070
Re: ***************************

Dear Sir/Madam,

**** correspondence is a rebuttal response to a complaint filed by ***************************. In his complaint, ****************** states he has been waiting fourteen days for his promised refund. ****************** is requesting his refund.

After reviewing the account, we have confirmed that ****************** has not received his promised refund. We have issued a new refund check to ***************** on August 30, 2022. We again attempted contacting ****************** on Augut 31, 2022, unsuccessfully. We sent Mr. a text message as well. We ask that ***************** please allow seven to ten business days for the refund.

We thank ****************** for his communication and hope this resolves his issue.

Regards,

Cricket Wireless, Customer Support
******************************************************************** 30319
/EM
Customer Answer
Date: 09/01/2022

Complaint: 17594070

I am rejecting this response because:
Thank you for trying to get this refund to me. As of today it is not on the account. However, I will wait as I know it takes time. If I do not receive it I will be in contact with you again. However, I did not receive the messages that you said you sent. Please check the phone number that you are using as I can be reached at: ************.
Again, thank you.
Sincerely,

***************************
Initial Complaint
Date:07/19/2022
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.
The year 2021 had a family line of 4 paying $25 a line plus one line insurance, the begging of 2022 we had to change phones because they were too old willnot work anymore. I swing by one of the cricket store and talk to the manager he goes by MO, he promise to cancel the two lines which the ones cant work until i replaced. The 2 lines has not work since January 2022 but still paying for $10 insurance plus $50 for two lines the period of six months, Called cricket customer service about paying the lines we never use, the manager offer me $10 and told me there is nothing they can do need to get back to store, which the manager does not work anymore for that location, just need my money back they owe me tired dealing with out of the country customer service whom they don't care about how hard we work, also cricket is multimillion dollar company but its easy for them to refund customer back their money, the acc # is *********, any help this company can refund back back my money
Business Response
Date: 08/03/2022
July 29, 2022

Better Business Bureau
Online Complaint

Complaint No: 17588699
Re: Alex ***********

Dear Sir/Madam,

This ************** is in response to a complaint filed by ******************* regarding Cricket Service. ************** states that in January 2022, he requested two of his four lines be canceled. He is requesting a refund for the last six months for the two lines not canceled

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.

We researched Mr. ****** account and found that the account was not set up for AutoPay.************** received a text message with the balance due every month and all the payments were made manually. Due to ************** being aware of the payment, we are not able to assist with his refund request.

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:07/18/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Although Cricket Wireless claims to be a company that doesn't require a contract, they are refusing to unlock my deceased father's cell phone unless I complete paying them "per their terms and conditions" that my dad with dementia agreed to when he bought an Apple 11 phone 13 days before he died. He had been a Cricket customer for more than four years prior to his death in April 2022. Although I believe I should not be required to pay any more on a phone plan that I didn't sign up for, if I don't, the brand new Apple 11 will be useless because it would still be locked by the carrier. Cricket treats active duty military members ethically and will unlock their phones when they are on deployment, but they will not release relatives of deceased people from their dead family member's terms and conditions. I am disgusted that I need to pay Cricket a single ***** when I didn't enter a contract with them, yet they are holding the new phone hostage, knowing full well that if I don't pay them $90.00 more dollars, the new phone will not be able to be converted to any other carriers. Cricket is deceitful, unethical, and their policy toward dead people is nonsensical and greed-based.
Business Response
Date: 08/03/2022
August 1, 2022

Better Business Bureau
Online Complaint

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

This correspondence is in response to a complaint filed by ***************************. In the complaint, ******************** explained her experience with Cricket Wireless Unlock Policy. ******************** is trying to unlock her deceased fathers phone; this phone was purchased by her father 13 days before he died. ******************** is asking for Cricket to unlock the phone.

Cricket Wirelesss Device Unlock Policy states: If you have a Cricket phone, it may have been programmed with a lock that prevents it from operating with other compatible wireless networks. Cricket will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer, and you have met the following unlocking requirements:

The device you want to unlock has been active for at least six months of paid service on that device.
The device is designed for use on and is locked to Cricket's network.
The device has not been reported lost or stolen.
The device is not associated with a fraudulent account.

To view the full, unlock policy please visit https://www.cricketwireless.com/legal-info/device-unlock-policy.html. Crickets Unlock Policy is part of the terms and conditions of service which customers accept at the time of activation and each month upon renewal of service.

We researched Ms. ********* account and found her device is not eligible to be unlocked. Ms. ********* device was active on ********************* network for 3 months and 26 days. Notwithstanding, the current Unlock Policy, we made an exception and unlocked ******************** devices.

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

Regards,
Cricket Wireless, Customer Support
1025 ******************
*******,** 30319
/NG
Customer Answer
Date: 08/03/2022

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:07/18/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Auto debit occurred on my wireless account in the amount of $105 on 15JUL2022.Also on 15JUL2022, I went to Cricket's website to upgrade one of my 4 lines. I purchased a *********** which included the upgrade fees for a total of $110.59. This was via PayPal and cleared my bank on 16JUL2022. I received no notices of additional monies owed during the purchase, nor at any time prior to the arrival of the phone.On 18JUL2022, I received the phone and attempted to activate it. To my surprise, my account had been suspended for non-payment and would require the money owed ($5.17) plus a reactivation fee of $15 to bring the account back into good standing.I contacted support via the chat function on their website and informed them of the issue. I stated, as I had above, that I was unaware of any additional monies owed and that I received no notifications prior to my account being suspended. I was only notified of the suspension upon logging into my account to activate the new phone online. I expressed willingness to pay the amount of the discrepancy ($5.17), but I would not pay the reactivation fee. The agent, ******* informed me that the reactivation fee could not be waived. I requested a manager to review the case to which he replied that one had been attached to the chat and had supported his determination that the reactivation fee could not be waived. I reiterated my position that I would not be paying a penalty imposed by the failure of their systems to adequately notify me of a balance owed. He again stated that the fee would not be waived. I acknowledged the fact that they were willing to lose a loyal customer with no bad payment history over a $5.17 discrepancy and terminated the conversation.I am seeking a return of the $105 (or prorated amount thereof) for the monthly service charge of my 4 line account.
Business Response
Date: 08/03/2022
August 2, 2022
Better Business Bureau
Online Complaint
Re: ******************
Complaint ID: ********
Dear Sir/Madam,
This ************** is in response to a complaint filed by *************************. In this complaint, ****************** states his account was suspended for a left-over balance that he was not aware of. He is requesting a refund of his last payment.
We contacted ****************** on August 2, 2022 to discuss his concerns. He states he no longer wants his service and would like to be issued a refund of his last payment. We explained Crickets refund policy and agreed to make a one-time exception and issue a refund. We issued refund back to the original form of payment. We ask that ****************** allows 5 10 business days to receive his refund.
We want to thank ****************** for his feedback and apologize for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when customers feel that high has not been met.
We thank ****************** for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
****************************************************************** 30319
/JL
Customer Answer
Date: 08/03/2022

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:07/15/2022
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.
I WENT INSIDE THE STORE A FEW DAYS AGO WANTING TO SWITCH OVER. WAITED TILL PAYDAY (TODAY 7-15-22) FOUND THIS ON ******** MARKET PLACE WHICH PROMPTED ME TO COME BACK! (ONLY BECAUSE MY CREDIT REPORT IS LOCKED)THEY SAYING NOW I CANNOT GET THIS DEAL. ITS IPHONE SE ONLY.FALSE ADVERTISING TO THE FULLEST IM READY TO BUY AND SWITCH OVER!NOW IM BACK AT METRO OUTSIDE WHILE I WRITE THIS TO STAY ON THIS STUPID LINE!;IPHONE SE 2020 STOLEN LAST WEEK, METRO ON ******* IN ***************** MADE ME PAY $27.00 CASH FOR NEW SIM AND SWITCH OVER TO AN OLD BUSTED.PHOBE THAT IS UP TOMORROW.WAS TRYING TO PORT IN TO MY MOMS LINE;
Business Response
Date: 07/26/2022
July 25, 2022

Better Business Bureau
Online Complaint

Complaint No: 17575157
Re: **************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ****************** regarding Cricket Wireless service. In this complaint, ****************** Cricket Wireless Authorized Retailer would not honor a promotion she saw on ******** Market Place.

We attempted to contact ****************** on July 18, July 19 and July 25, ****, via phone and email, but we were unsuccessful in reaching her. To investigate ****************** 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:07/15/2022
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.
Being charge a fee and my phone was off but its a fee I shouldnt have been charged because my phone wouldnt have ever been off. I called more than 8 times and was hung up on several times by this overseas call center and they were very rude. I did record some of the calls and have them if needed. Simply ask cricket to fix my account, I put it into bridge pay hoping a U.S. Representative would look at it before my bridge pay is due and fix it. Its not that deep and its really simple and they will see that when they look into my account.
Business Response
Date: 07/28/2022
********
Initial Complaint
Date:07/14/2022
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.
I am getting the runaround from the ******************** I need help getting a replacement for a defective phone, but I have spent HOURS trying to reach the ******************** but no one will talk to me. I get computer answering systems that promise that someone will call me back BUT NO ONE CALLS ME BACK. Initially about 10 days ago, I was told by the 611 people that I had to go to the local office to exchange the phone, but when I got there, the girl refused to help me. She said I had to call 611 again and that they would send me a new phone with a label to return the old phone. But every time I try to call 611, whoever I talk to says I have to talk to someone in the WARRANTY DEPARTMENT but the WARRANTY DEPARTMENT JUST DOES NOT CALL ME BACK! I am well within the warranty period, and this should be an EASY procedure, but I have spent HOURS trying to get someone to help me, with NO LUCK. PLEASE NOTE: I am senior and disabled and blind in one eye, so I can't really do this online. I don't see well enough to fill out paperwork online. I am able to fill out THIS complaint because it is simple, I can expand the text, and it does not require explanation. But I need the help of a human being for the warranty return.
Business Response
Date: 07/26/2022
July 25, 2022

Better Business Bureau
Online Complaint

Complaint No: 17570524
Re: Silver Parnell

Dear Sir/Madam,

This ************** is in response to a complaint filed by Silver *******. In the complaint, ****************** is requesting assistance with a warranty exchange. ****************** also explains her experience with Cricket Wireless warranty department.

We contacted ****************** on July 21, 2022, to discuss her complaint. **** ******* explained that someone from the Cricket Wireless department called her back a day or two after she was told that the next agent would call her back. ****************** currently has a warranty claim started.

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

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

Regards,

Cricket Wireless, Customer Support
1025 *******************
*******, ** 30319
/NG
Initial Complaint
Date:07/14/2022
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.
I had a cell phone plan with 5 phones on it. My husband, myself, my son, his wife and son. My son decided on June 11 2022 that he was going to get his own phone plan. Walk into the Cricket store in ***** ** and ended up keeping his family on MY phone plan and changing my husband and I to a new phone plan. With that came ***** dollars in start up fees. The next day when I found out that he was able to walk into the store and change MY account, I went to a different cell provider and canceled my Cricket plan. After I waited a couple weeks to see the refund, I finally went into the ***** Cricket store only to be told that I would not be receiving the ***** dollars back. They said it was my son that had made the changes and I could do nothing about it. His name was not on the account. I did not ok this change and I was not present at the time of the change. I am not even able to make a phone call to utilities that are opened in my husbands name to make any inquiry's. How can someone (even if it is my son) walk in to the store and change my account without my permission? I would like my ***** dollars back. I feel that this should have never have been able to happen.
Business Response
Date: 07/27/2022
July 26, 2022

Better Business Bureau
Online Complaint

Complaint No:17552722
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In the complaint, ************** states her son was able to move her lines to another account. She explained she did not authorize this and would like a refund for the last payment made.

We researched ************** account and found her son had access to her account. He was able to verify the account pin and validate ************** account information. He then processed a transfer of lines to a new account and made a payment to complete the transaction. The payment was made by ************** son.

We contacted ************** on July 26, 2022 to discuss her concerns. We explained that the payment can only be refunded back to her son. We advised that only he can make the request and be issued a full refund. ************** understood and explained she would be contacting her son.

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

Regards,

Cricket Wireless, Customer Support
1025 ******************
*******, ** 30319
/JL
Initial Complaint
Date:07/14/2022
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 the 6 of Jul when I went in to my local cricket store ( at 100: Unlimited Wireless 1 - ********** - Center ********************************************************************) to pay my **** I was told that I will be required to show an id to pay next month. And to pour salt on the wound the employee said that it was a law.I already pay an extra $4.00 each month for the use of cash.I could understand if I was trying to access the settings. but the person said that paying my **** is assessing the account.When I called "611" on my hand set I was less then happy with the info I got...To even talk about my very general question they had to regurgitate a bunch of info.. name on account phone number on the phone I was using to talk on pin. bla. bla. I answered all the questions. And the party on the other end had the nerve to say I was not the account holder.All I want is to put the cash on the counter git the paper recipe and have another month of phone service.I fail to see the need to give an id!
Business Response
Date: 08/01/2022
We also advise the customer if he wants to make a payment and not show ID he can not ask for any inforamtion about the account and must know how much to pay.
Initial Complaint
Date:07/12/2022
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.
I PAID FOR INSURANCE SERVICE . I PAID FOR A REPLACEMENT PHONE I STILL HAVE NOT RECIEVED ANYTHING I PAID FOR ALMOST A MONTH LATER
Business Response
Date: 07/26/2022
******** Stanley

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Cricket Wireless, LLC is NOT a BBB Accredited Business.