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

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1050 W Colfax Ave STE E & F Denver, CO 80204-2071

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:03/29/2025

  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 purchased a phone from this company and the phone didn't work I went back to location to speak w manager that was never there to get my money back now the days have progress and they wanna tell me I can't get a refund I spent over $200 dollars for service and I want my money back

  Business Response

  Date: 04/16/2025

  April 16, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23134265
  Re: ******** ********
  
  
  Dear ********************** correspondence is in response to a complaint filed by ******** ********. In her complaint, Ms. ******** states that she purchased a device from ********************** that did not work properly.After returning to the authorized Cricket Wireless retail store to speak with the manager, who was unavailable, she sought a refund for over $200 spent on the service. However, as time progressed, she was informed that a refund would not be granted.
  
  We contacted Ms. ******** on April 7, 2025,to discuss her complaint. Ms. ******** informed us that she did not recall her ***** account password and had sent the device to Apple for verification, but it was stolen during transit. She could not use the Cricket Wireless service due to this issue. We explained options to replace her device, including filing an insurance claim, and she indicated she had already contacted Asurion for a replacement, but she will not pay the deductible amount required to complete it.
  
  Ms. ******** added that she was not interested in continuing her service with Cricket Wireless and requested a full refund for both the device and the service she paid for. We explained to her the part of the Cricket Wireless Terms and Conditions that states: Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. More information can be found at: ******************************************.
  
  Although Cricket Wireless does not typically provide refunds, we offered a one-time exception: a refund check for the amount she paid to activate her services. We clarified that we couldnt refund the device since it is no longer in her possession and cannot be returned. *********** declined the refund, insisted on a full refund for the device, and stated she would contact the Better Business Bureau for further assistance.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23134265
  
  I am rejecting this response because:
  I did not tell cricket I refuse refund they  

  Offered me $72 I paid $202.67. I told the women I would only take off the $30 dollars I paid for the device but I wanted the rest of my money back. They charged me for applecare **** contacted ***** support and they told me that I didn't have insurance which is on my receipt I paid for so I had no insurance I had to pay for another device. This came from ***** so I don't appreciate cricket lie n and trying to change there story around on me. They are crooks and can not just take people money. I literally had the service for 2weeks I didn't even use the service because the phone didn't work. Yes I tried to contact the store manager but for some reason he was never there until after tha7 days was up and it was to late to get a refund and that's when I contacted BBB. So all this from there cricket response is all a lie and I don't appreciate them lie n in me when they are the ones in wrong. I shouldn't have to get a partial refund when I paid over 200 dollars and I offered to take the 30 off for device which leaves $172 not just $72 dollars I don't have money to give away to these people so I want my money back and im not letting this go until I get it back 

  Sincerely,
  
  ******** ******** 404

  Business Response

  Date: 04/21/2025

  April 21, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23134265
  Re: ******** ********
  
  
  Dear ********************** correspondence is in response to a rebuttal filed by ******** ********. In her rebuttal, Ms. ******** states that she was offered a refund of $72 for a device she paid $202.67 for, and although she agreed to deduct the $30 for the device, she expected the remaining balance to be refunded. Ms. ******** claims that she was charged for AppleCare, which she later discovered was not valid according to ***** Support,leading her to purchase another device. Additionally, she expresses frustration over the Cricket Wireless authorized retail store manager's unavailability to issue her a refund. Ms. ******** feels that Cricket Wireless has misrepresented the situation, leaving her with a partial refund that does not reflect her initial payment.
  
  We contacted Ms. ******** on April *******, to discuss her rebuttal. After authenticating her account, we clarified the details of her device purchase, confirming she paid $103.50 instead of $30.We informed her that, as a one-time exception, our offer to issue a refund check for the amount to activate her services was still available. However, we explained that a refund for the device could not be processed since it is no longer in her possession and cannot be returned. Ms. ******** declined the offer again, stating that she would only accept a full refund for the device and services.
  
  We respectfully request that this complaint be closed as Ms. ******** declined our offer, and we are unable to assist her further.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23134265
  
  I am rejecting this response because:
  Cricket is telling lies And i have had it w these crooks I asked the women to go over the invoice (my receipt) w me from start to finish and she couldn't even do that now all of all sudden the device was$103 smh this is really sad that these people always trying to take someone money poor service devices don't work and all they can say is we don't do refunds but wanna offer me$72 dollars and just keep the rest I don't have money to just donate to crooks I'm sorry I will not stand for it I have what I paid on my receipt and more so this case ain't closed just because cricket is the worst company ever that's why they have settlement after settlement on them! IM NOT SETTLE FOR IT!
  Sincerely,
  
  ******** ******** 404

• Initial Complaint

  Date:03/29/2025

  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 need my number changed asap with cricket wireless free of charge , A hacker by the name of ***** ****** at ************ hacked my phone sending spam text messages from **********. This has been reported to the police

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23133893
  Re: ******* ****
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ******* ****. In his complaint, Mr. **** reports that his device was hacked, leading to spam text messages being sent to it. He also states he has reported the issue to the police. Mr. **** is requesting an immediate, free change of his wireless number with Cricket Wireless due to the circumstances.
  
  We attempted to contact Mr. **** on April 8, 2025, but were unsuccessful. On April 11, 2025, he reached out to discuss his complaint. Upon reviewing his account, we found that two free number changes had already been processed for him. We informed him that a third number change could be completed, but it would include the standard change fee. ******* declined the offer. We explained that we do not guarantee that a number change will prevent SPAM calls, as numbers are recycled and re-assigned.
  
  Additionally, we shared recommendations to prevent SPAM calls and messages. Mr. **** disagreed with the recommendations,stating he would contact a legal advisor for additional assistance.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******,********

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23133893
  
  I am rejecting this response because: The statements made by cricket wireless are false statements with no evidence of their false claims about Mr **** and his service . There are 2 unresolved open cases against cricket wireless with FCC and the Attorney General they failed to respond see attached cases 

  To FCC and Attorney General 

  see attached false response from cricket wireless making false statements and lies to the bbb , Mr **** never received 2 free number changes from cricket wireless and the current number is in a data breach with dark web  under someone elses name and number is spoofed,  furthermore Mr **** device never reported his moto  device  being hacked and other false statements made by cricket wireless , saying they tried to contact **** , There are statements made by cricket wireless are false, attenpts to reach him under the current number failed with messages saying Mr **** number is disconnected for receiving incoming calls , Cricket Wireless want $15.00 for a number change after Mr **** paid Cricket wireless $201.00 for moto razor 2024 and $40.00 for moto G 2024 , Mr **** has receipts and can provide these receipts if requested by BBB, Furthermore Cricket Wireless refuses to unlock the 2 cricket wireless devices he purchased so this stops **** from being able to use another cell provider holding **** hostage to cricket wireless , this has been reported to *** services , since Cricket uses their cell towers  Mr **** rejects Cricket Wireless response to BBB see attached screenshots 

  receipt  R12485883415673540: Cricket Wireless

  Order: ****************: Acc: 944411360CTN9548537840: ************** D at *****************************************

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

  Business Response

  Date: 04/25/2025

  April 27, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23133893
  Re: ******* ****
  
  
  Dear ****************
  
  This correspondence is in response to a rebuttal filed by ******* ****. In his rebuttal, Mr. **** asserts that Cricket Wireless has made false statements to the Better Business Bureau,claiming he never received two free number changes and that his current number is compromised due to a data breach, being spoofed, and linked to another individual. He emphasizes that his Moto device did not report any hacking incidents and disputes Cricket Wireless' claims of attempted contact, noting that his number has been reported as disconnected for incoming calls. Mr. **** highlights that he has already paid $201.00 for a Moto Razor 2024 and $40.00 for a Moto G 2024, yet Cricket Wireless is demanding an additional $15.00 for a number change. Furthermore, he states that Cricket Wireless has refused to unlock the two devices he purchased, effectively preventing him from using another service provider, a situation he has reported to AT&T services.
  
  We attempted to contact Mr. **** on April 8, 2025, but were unsuccessful. On April 11, 2025, he reached out to discuss his complaint. Upon reviewing his account, we found that two free number changes had already been processed for him. We informed him that a third number change could be completed, but it would include the standard change fee. ******* declined the offer. We explained that we do not guarantee that a number change will prevent SPAM calls, as numbers are recycled and re-assigned.
  
  We recommend different available options that would help prevent SPAM calls and messages. Mr. **** disagreed with the recommendations, stating he would contact a legal advisor for additional assistance.
  
  We respectfully request that this complaint be closed as we are unable to further assist Mr. *******************************************************
  Office of the President
  ***************************************** NE
  *******,********
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23133893
  
  We are rejecting this response because: the response from cricket wireless is a same duciplate response with no resolution from cricket wireless corporate office , In addition we will be filing a civil lawsuit against cricket wireless in the ****************** and be requesting the lost funds be refunded to Mr **** asap and be providing evidence and unresolved complaints with BBB and the *** and the attorney general to the judge handling the case , this matter is now being handled by Mr **** attorney 
  
  Sincerely,
  
  Attorney Chait 

  Cc: ******* Diaz 

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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.

  We received a text from Cricket on March 27th stating we owed $9 we went in 7 times trying to pay the amount and the website would not let us and gave us the error "OOPs looks like we are having a problem with our system please try again later". After numerous chats (and being disconnected by their **** without notice or resolution we finally find out that there was a $100 reversal in October, so we were not suppose to be able to pay online since then; yet they were taking our monthly autopmt every month of $150. We have no idea what this $100 reversal by our bank was, but it was not initiated by us. We had 6 pending charges of $9 on 3/27/25 and one of $24 on 3/28/25 trying to rectify anything due because no one had any idea why our pmt was not being "received" although showing pending on our end. Only after calling their 611 line were we able to confirm that these pmts were processed but they were not "receiving" them because they had (partially) blocked our ability to pay online, due to no fault of our own and with no notification of such "suspension" either. Their resoltion was for us to go into the store and make, pmts which is absolutely ridiculous.

  Business Response

  Date: 04/14/2025

  
  April 14, 2025
  
  Better Business Bureau?
  Online Complaint??
  
  No: 23128754
  Re: **** ******
  
  Dear ************
  
  This correspondence is in response to a complaint filed by **** ******. In her complaint, Ms. ****** details her experience with Cricket Wireless, where she received a text on March 27, 2025,indicating an outstanding balance of $9. Despite making seven attempts to pay this amount online, she encountered a persistent error message stating,"Oops looks like we are having a problem with our system. Please try again later." After multiple chats with customer service, which ended abruptly without resolution, she discovered a $100 reversal from October that had restricted her online payment capabilities, despite her monthly Auto Pay of $150 continuing without issue. On March 27, 2025, she had six pending charges of $9 and one of $24 on March 28, 2025, as she sought to resolve the payment issue, which was ultimately confirmed through a call to customer service ******* resolution provided was to make payments in a store, which she found unreasonable given the circumstances.

  We attempted to contact Ms. ****** on March 31, April 3, and April 7, 2025, but were unsuccessful. Should Mr. ****** still need assistance, he may contact ********, Office of the ********* Manager, at ************.
  
  
  Regards,
  
  Cricket Wireless ?
  Office of the *********??
  ***************************************** NE?
  *******, GA 30319

• Initial Complaint

  Date:03/28/2025

  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.

  On 3/24/25 I attempted to leave Cricket Wireless. I had been a customer since 10/24/24 and was ready to move to a more cost efficient provider.Prior to leaving Cricket Wireless I received information that my phone was ready to unlock. I ported my number to a different carrier. I tried to set up new service with my phone that I paid in full for in 2024. Next, after trying to go to a different provider I noticed that my phone network was locked. After, noticing that the phone network was locked I then reached back out to Cricket Wireless. In my head I thought it was because of the Cricket Wireless Esim still saved on the phone. At this point I reached back out to cricket wireless and asked if I needed to keep the esim since I was moving to another carrier. The agent i communicated with didn't really seem to know and had a slick attitude. So, I ended up removing the esim and figured that the phone should work with another carrier.I deleted the esim and phone still locked. I reach out to Cricket Wireless again and told them my phone wasn't working with the new carrier. That's when Cricket Wireless told me that I needed to be a active customer with them for 6 months before I could leave. They told me that I had been a customer for 5 months. My first month of paid service was for October, 2024. Cricket Wireless told me to purchase a new esim card and a another $30 phone plan, and that this would count as my 6 months. So I did exactly what they said. A cricket wireless agent name **** walked me through all of the steps with installing the esim and setting the phone back up. He told me to restart the phone and it should work. I did everything while communicating with **** and the phone still said no service. I recontacted Cricket Wireless and another agent told me the phone wasn't set up correctly with last agent and wanted me to do it all over again which was frustrating.I ask for supervisor, a floor manager name **** was rude & disconnected the chat on me.

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising 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 signed up for cricket two days ago, I checked my imei on the site and it said service would work on my phone. The port didnt work so I had to pay TWICE for them to make me a backup eSIM that also doesnt work. I need this account cancelled and I need my $120 refunded. You cant even get through on the customer service line bc it doesnt recognize my number.

  Business Response

  Date: 04/16/2025

  April 17, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23126657
  Re: ***** *****
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ***** *****. In her complaint, Ms. ***** states that after signing up for Cricket Wireless on March 26, 2025, she checked her IMEI on the website, which confirmed compatibility. However, the port request failed,forcing her to pay twice for a backup eSIM that also didnt work. Ms. ***** is requesting to cancel her account and receive a $120.00 refund. She has been unable to contact customer service because her number is not recognized by the *** system.
  
  We contacted Ms. ***** on April ******, to discuss her complaint. After reviewing her account, we found that she was unable to use her line with Cricket Wireless as her Apple iPhone was locked by her previous carrier, and she informed us that she had already received the refund for the first order she placed on March 26, 2025; however, she was still requesting a refund for the second order she placed with customer care on the same day. We informed Ms. ***** that amounts paid for unused features and service charges are non-refundable. More information can be found at: ****************************************************************************.
  
  As a one-time exception, we refunded $60.00 to Ms. *****s card, which she had paid to activate the new line. We advised her to allow 3-5 business days for the refund to appear in her financial account. Ms. ***** confirmed she was satisfied resolution and stated that no additional assistance was needed from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********
  

• Initial Complaint

  Date:03/27/2025

  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 purchased a cricket phone I. Phone 13 and it was hack by the store connecting it to Wi-Fi or store gave phone info away they replaced it same issue I need receipt for 2 phone an my account unlocked and a refund for everything

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23125402
  Re: ****** *******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** *******. In her complaint, Ms. ******* states that she purchased an iPhone 13 from a Cricket Wireless retail store and suspects that her device was hacked, either through the stores Wi-Fi connection or by someone accessing her device information without her consent. Although the store replaced her device, the issue continued even after activating a new ******. ******* is requesting that her account be unlocked and a refund.
  
  We contacted Ms. ******* on April ******, to discuss her complaint. She explained that she suspected her device was hacked due to issues such as an inability to make or receive calls, slow data speeds, and SPAM messages. She also reports that her account credentials were repeatedly updated, and the account lock was activated multiple times without her **********. ******* stated that she is no longer wishes to use Cricket Wireless service, as she has already switched to a new provider. We confirmed her account was cancelled on February 21, 2025, after she ported her wireless number.
  
  We advised Ms. ******* that we would conduct a thorough investigation into her account. On April 5, 2025, we informed ********** that our investigation found no evidence of unauthorized or fraudulent changes to her Cricket Wireless account. We confirmed that her account was properly authenticated before each change was completed. We explained that, as stated in the Terms and Conditions of Service, Cricket Wireless cannot control the usage of customer devices or prevent unauthorized access caused by third-party apps or services. AS a security measure, we recommended that she update her personal account credentials to better protect her accounts and information.
  
  **************** payments are typically non-refundable, we made an exception and issued a refund via paper check for the last service payment prior to cancelling her account. We informed her that the check would arrive within 10 to ********************************************************* ******* confirmed that she does not need any further assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:03/26/2025

  Type:Product 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.

  I signed up to have my phone number switched from **** to Cricket. I did all the necessary steps on my end to move the process along. I was given a secondary number from Cricket to use, but since I signed up to keep my current number, I could not cancel my current plan (****) until my phone number was transferred. I submitted my order on 2/13/25 and paid for a full year of cell coverage. I did not receive any updates on the switch from Cricket from 2/14/25-3/25/25. In fact, I only received one email on the date of the purchase - that is the only contact I received from them during that time. Because of this, I reached out to their customer service 4 times -- two times I went into a store, one time I called, and one time I chatted with them. Yesterday, I told them to run a new transfer and gave them a new pin. Today I received a voicemail from Cricket saying that the phone number transfer was canceled 2/20/25. Great, thanks for letting me know after the fact. Also, now I know that the whole conversation I had yesterday on the chat service was useless. Additionally, they never even made me an online account, so I can't even get in that way. Today I filed a dispute with my credit card company. I want to be completely removed from Cricket and hope to never have to deal with them again.

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23121718
  Re: ***** *****
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ***** *****. In her complaint, Ms. ***** states that she began the process of switching her phone number from AT&T to Cricket Wireless on February 13, 2025. After completing the required steps and receiving a temporary number, she received no updates about the port process from February 14, 2025, to March 25, 2025, except for one email on the purchase date. After multiple attempts to contact customer service, she was informed that the porting process had been canceled on February 20, 2025, without prior notification. As a result, Ms. ***** disputed the charge with her financial institution and now seeks to cancel her Cricket Wireless services.
  
  We contacted Ms. ***** on April ******, to discuss her complaint. She stated that she no longer wishes to keep her Cricket Wireless service because she was unable to successfully port her number.Upon reviewing her account, we found that she had already issued a chargeback for the payment made to activate the service. We explained the Cricket Wireless Terms and Conditions, which state that service charges are non-refundable and account balances cannot be transferable, refundable, or redeemable for cash.More information can be found at: ******************************************
  
  While Cricket Wireless does issue refunds, we informed Ms. ***** that the dispute with her financial institution was already in process and would take 3-5 business days to appear in her bank account. She stated she would contact her bank for further details about the dispute, and confirmed she did not need any additional assistance from Cricket Wireless.
  
  
  Regards,                                                                                                                                             
  
  Cricket Wireless
  Office of the President
  ********************. NE
  *******,********
  

  Customer Answer

  Date: 04/18/2025

   
  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:03/26/2025

  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 recently switched my cell phone service to cricket wireless 2 months ago. I was placed on the $60 monthly plan and just recently switched over to the $40 monthly plan. Additionally I signed up for auto pay $5 discount which lowers my monthly charge to $35 per month. Being a new customer, I was unaware auto pay had to be activated 7-10 days prior to my payment due date. So I called customer service and was disconnected twice prior to connecting with a live representative. I then used the chat feature within my app. I spent over 1 hour with chat. I then called back customer support and finally reached a live agent. I then wasted approximately another hour with a live agent requesting the $5 credit which was not applied with my auto pay. Due to not signing up with autopay 7-10 days prior. I was given an exceptionally difficult time over a request for a $5 account credit and wasted 2 hours of my personal time. I cannot believe the aggravation and stress I was given over a request for a $5 credit. This was the worst customer support I have ever encountered regarding any cellular carrier. In addition the representative lied twice during the conversation. First representing himself as a supervisor. Secondly, stating that ATT was not the parent company of Cricket. I cannot believe the beyond subpar level of customer support from ********************. Signed,***** A *******

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  Better Business Bureau? 
  Online Complaint?? 
  
  No: 23121607
  Re: ***** *******
  
  
  Dear ********************** correspondence is in response to a complaint filed by ***** *******. In his complaint, Mr. ******* states he switched to Cricket Wireless two months ago and encountered significant difficulties receiving his Auto Pay $5 discount after his enrollment. Despite spending over two hours attempting to resolve the issue through customer service over the phone and chat, he faced disconnections and misinformation from representatives, including claims of being misled about the company's ownership. The frustration he experienced over a $5 credit, compounded by the perceived lack of support, has left him dissatisfied with the service provided by Cricket Wireless.

  We contacted Mr. ******* on March 31, 2025, to discuss his complaint. After reviewing his account, we confirmed that Auto Pay was activated a day before his billing due date. We explained that to receive the AutoPay discount, the feature must be added 7 10 days before the due date.

  Due to the difficulties he experienced, we applied a one-time courtesy credit to Mr.Kochmans account. We provided information about his next billing cycle and the amount, including his Auto Pay discount. He confirmed that he did not have additional questions about his case.
  
  Regards, 
  
  Cricket Wireless ? 
  Office of the President?? 
  ***************************************** NE? 
  *******, ** 30319
  

  
  

• Initial Complaint

  Date:03/26/2025

  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 was attempting to add international minutes to a phone number on my plan. I tried to do it on the website as I had done so before since it was simpler there, but they wanted me to download the app. I downloaded the app and the setup was confusing and overly complex in nature. I had attempted to call and attempt the transaction through there, but stopped and gave up in frustration after the line was hung up with no input from myself after close to an hour of waiting. After that, I did my best to follow the instructions and add the minutes to a specific phone number. I believed I had the correct phone number selected and at no other point in the transaction was the phone number shown. It wasnt until after the transaction was complete and my card was charged did I realize it was done on the wrong phone number. I attempted to call and chat with customer services to see if something could be done and if I could either get a refund for this or that they could transfer the minutes to the other number. They refused to do so and keep saying that because it was down in the app, the transaction is final. I tried to explain to them that both the website and app have a confusing setup and at no other point than the beginning, which was complicated to get there in the first place, was I shown where exactly the transaction was going to be going to. I just want this to be made right. I am an almost 60 year old woman who lives off of social security as my only income and every dollar counts. If the money aint going to the service I need or want, then I either want it back or for the issue to be fixed. Something needs to be done about this, especially due to their poor customer service and misleading and confusing app design

  Business Response

  Date: 04/15/2025

  April 14, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23116633
  Re: ************** *********
  
  
  Dear ****************
  
  This correspondence is in response to a complaint filed by ************** *********. In her complaint, Ms. **** stated that she attempted to add international minutes to a phone number on her Cricket Wireless account through the website, as she had done before, but was unsuccessful. She then tried using the myCricket app but found the setup process complex and confusing. Due to these issues, she called customer care, but her call was disconnected after a long wait. She attempted again with the myCricket app and mistakenly added the calling feature to the wrong phone number. Despite her efforts to resolve the issue through customer care, she was informed that a refund or transfer of minutes to the correct phone number was not possible.
  
  We contacted Ms. **** on March 31, 2025, to discuss her complaint. After reviewing her account, we found that she was attempting to add international minutes to call the *******************We thanked Ms. **** for her feedback and apologized for the difficulties she experienced. We shared with her the correct steps required to add the international feature using myCricket and assured her that we would share her feedback about the app with the appropriate team within Cricket Wireless to make this experience a better one.
  
  WE confirmed that after the international calling feature was added to the incorrect line on March *******, and removed on March 27, 2025, the feature was added for free to the correct wireless number from customer service on March 29, 2025, as a courtesy for the inconveniences she faced. Ms. **** confirmed that her concern was resolved and that she did not need additional assistance from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********

• Initial Complaint

  Date:03/25/2025

  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.

  The business disconnected my hotspot service on Jan 15th claiming that it was a billing cycle, which has never happened before of the 5-7 years I have had their service. I have called and spoke with several **** and managers and no one can seem to assist me with getting reconnected. I want my service back up and running.

  Business Response

  Date: 04/14/2025

  
  
  
  
  April 15, 2025
  
  Better Business Bureau
  Online Complaint
  
  No: 23113041
  Re: ****** ******
  
  
  Dear **********
  
  This correspondence is in response to a complaint filed by ****** ******. In his complaint, Mr. ****** states that Cricket Wireless disconnected his mobile hotspot service on January 15, 2025,citing a billing cycle situation, which he claims has never occurred during the 5 - 7 years he has had service. Despite talking with several representatives and managers, he has been unable to receive assistance to reconnect his service. Mr. ****** seeks a resolution to restore his service promptly.
  
  We contacted Mr. ****** on April ******, to discuss his complaint. After reviewing his account information, we found that on July 13, 2024, he downgraded his rate plan from the $60/month unlimited plan, which includes 15GB of mobile hotspot, to the $55/month unlimited plan that does not include mobile hotspot.
  
  We offered Mr. ****** the option to upgrade his rate plan to the $60/month unlimited plan with mobile hotspot or to add a one-time mobile hotspot feature to his current $55/month unlimited plan.He informed us he would not make any changes to his account or current rate plan, as he would like to keep the same monthly bill.
  
  We informed Mr. ****** about the option to get a ************ Hotspot device and the available data-only plans,and the benefits of the service. He stated he would visit the nearest Cricket Wireless authorized retailer to learn more about the hotspot device and would consider activating a data-only plan on his existing Cricket Wireless account.Lastly, Mr. ****** confirmed he was satisfied with the resolution and informed us that no additional assistance was needed from Cricket Wireless.
  
  
  Regards,
  
  Cricket Wireless
  Office of the President
  ***************************************** NE
  *******, ********