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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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Cricket Wireless, LLC has 629 locations, listed below.

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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:07/08/2022

      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.
      My phone was stolen so I went to Cricket to purchase another phone. The phone I purchase was a ******* Galaxy A03s 4G and the phone I had was a Sunshine T1 Elite which is a 4G LTE. When the sales person started to to explain the charges she said that all sales of phones she was required to charge a $25.00 up grade fee whether it was an up grade or not. Since this transaction was not an up grade I would like to get my $25.00 up grade fee returned to me. This fee is illegal because it was not an up grade it was a down grade and I should not have been charged this fee.

      Business Response

      Date: 07/18/2022

      July 18, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 17538114
      Re: *********************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by *********************. In this complaint, **************** states he purchased a replace device from a ********************** Authorized Dealer and was charged an upgrade fee.  **************** is requesting a refund of the $25.00 upgrade fee.
      Although we charge $25.00 activation/upgrade fee on devices purchased at Cricket Wireless, we made a one-time exception and applied $25.00 credit to **************** account to waive the upgrade fee.

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

      Regards,

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


      Customer Answer

      Date: 07/19/2022

       
      Complaint: 17538114

      I am rejecting this response because:
      I have 2 years of free service so  applying the $25.00 to my account will not work for me. I want a refund. Especially after getting the new phone which came with no charger just the cord the pbone and instruction manual. 
      Sincerely,

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

      Business Response

      Date: 07/24/2022

      July 24, 2022

      Better Business Bureau
      Online Complaint

      Complaint No: 17538114
      Re: *********************

      Dear Sir/Madam,

      This ************** is in response to a rebuttal filed by *********************. In this rebuttal, **************** states he has two years of free service and applying $25 to his account will not work. He is requesting a refund. He goes on to say, he did not receive a charger just the cord and the instruction manual with the new phone.
      In **************** original complaint he stated he purchased a replacement device from a ******************** Authorized Dealer and was charged an upgrade fee. He felt he should not have been charged the upgrade fee and requested the fee be waived.
      **************** was charged $25 for the upgrade fee of the device purchased.Again, although we charge $25.00 activation/upgrade fee on devices purchased at Cricket Wireless, we made a one-time exception and applied $25.00 credit to *************** account to waive the upgrade fee.
      Universally all new devices purchased only come with a charging cord. The manufacturer no longer provides the charging block.
      We respectfully request that this complaint is closed at this time, as we are unable to assist further.

      Regards,

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

      Customer Answer

      Date: 07/25/2022

       
      Complaint: 17538114

      I am rejecting this response because:
      I paid cash for an upgrade and it wasn't an upgrade and the item came with no charger. 

      As you can see on the receipt I was charged for an upgrade not an activation fee.
      Sincerely,

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

    • Initial Complaint

      Date:07/07/2022

      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 consistently called customer service of issues I was having not getting to utilize the full service that I was paying for as advertised consistently not missing a payment called numerous numerous times being misled miss representing information casting blame nondudiligence no follow through seemingly not following a script nor guidelines just whatever they can or do to get Customer off the phone and saying whatever they need to say consistently purposefully hung up on for not wanting to answer the questions that were warranted in a situation as such because not wanting to admit the error in their service consistently being transferred but nobody ever picking up and being hung up on by managers team leads being misled into spending more money to fix their issues having to jump through hoops to have their service work knowingly what the issue was all along months later then it comes out then very rudely aggressively disrespectfully unprofessional manner proceeded to tell me what I said or did not say when all conversations are recorded on their end as well as mine I feel that they are completely straight up lying to customers because they have pretty much no recourse can do whatever they want because theres no one to call theres no one to reach when theyre not doing their job theres no one to complain to or help and get a resolve knowingly that theres something that they can do or admit wasting my time their time my money especially so it seems very disconcerting and alarming to how many people they may actually be doing this to Head open cases on me and close them without even notifying me telling me had information in front of them purposely was held for me from the CSRs to upper management The picture is the last manager I spoke with or upper management however they call themselves supposed CSR number and or Identification marker

      Business Response

      Date: 08/01/2022

      July 29, 2022

      Better Business Bureau
      Online Complaint

      Re: *****************************
      Complaint NO: 17536901

      Dear Sir/Madam,

      This ************** is a response to a complaint filed by *****************************. In the complaint, **************** says that she experienced poor customer service when trying to get assistance with a service issue she was having. She is requesting a billing adjustment for the issues and poor customer service.

      We contacted ****************** on July 28, 2022. ****************** again expressed her disappointment with the way she was treated. We want to assure ****************** that we take these accusations very seriously and will address these issues with our Cricket Wireless *********** Leadership Team. We apologize for the treatment ***************** experienced as we strive to always provide the best customer experience to all our customers. ****************** has chosen to transfer her service to another carrier, so we are unable to provide her with the requested billing adjustment.

      We thank ***************** for her communication as well as the opportunity to assist her.  

      Regards,

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

    Cricket Wireless, LLC is NOT a BBB Accredited Business.

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