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

1,342 total complaints in the last 3 years.
396 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:07/27/2023
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.
While we were on vacation - I used the online account to add a mobile hotspot to my phone line for my young daughter to use while travelling. To add the service, I was forced to pay $20 (when the service is only $10 a month). The problem is, the service did not work - we tried for several days thinking it would update, and it did not. I cancelled the service when we returned home and requested they credit my account the money that i paid for this service that didn't work. They refused saying that it was non-refundable and that it not working didnt matter.
Business Response
Date: 08/11/2023
********
Initial Complaint
Date:07/26/2023
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 7/18 I filed a warranty claim due to my phone all of a sudden not reading my sim card and the **** not be recognized on the phone. That is clearly a mfg issue. I wasn't able to return the phone to *** till 7/24. Per the cricket agent, she stated that once *** sends it I would receive my replacement phone in 2 days. Well on that same day I started tracking the return and nothing but the day I called populated. So I called cricket to find out what was going on. I was told that I would need to wait till 8pm to receive a email with the *** tracking. So I did that. On Tuesday July 25th I called back again because it was still not showing anything with the tracking. So I called back again and was told the same thing. So again I waited. On today 7/26 I still had not received tracking so I called again in the morning. Was told that I would once again need to wait till 8pm to get tracking. At this point I'm getting really agitated. I called back again and spoke with a gentleman that stated that he sees that I did send the phone back and that sometimes *** does not send the confirmation needed to send out the replacement and that he would need to escalate this and it would be shipped out today possibly. I called back again later in the day and spoke with another lady who put me on hold then disconnected the call. I have been trying to call since and haven't been able to reach anyone. I should have been receiving my replacement phone on today 7/26 but have not received it because obviously it was never shipped out. I want my replacement phone as well as a credit/compensation for the time i've missed from properly having a phone I used for business purposes.
Business Response
Date: 08/10/2023
August 10, 2023
Better Business Bureau
Online Complaint
Complaint ID: ********
Re: ***********************
Dear Sir/*****,
This correspondence is in response to a complaint filed by ***********************. In this complaint, **************** states she has not been able to get a replacement for her device.
We contacted **************** on August 10, 2023 to discuss her case. After researching her concerns, we found she was able to activate her new replacement device on July 28, 2023. We also agreed to issue a one-time courtesy credit to her account. We provided her with our contact information in case she had any questions or concerns.
We thank **************** for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
************************************************************************
/JL
Initial Complaint
Date:07/26/2023
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.

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,

*************************
Business Response
Date: 08/07/2023
August 7, 2023

Better Business Bureau
Online Complaint

Complaint Number No: 20380886
Re: *************************

Dear ********** ************ correspondence is in response to complaint filed by *************************. In her complaint, **************** is requesting Cricket to unlock her devices.

We communicated with **************** on August 3,2023, via email. After reviewing her account, we found that her devices are not locked to the Cricket network. We advised **************** that she would need to contact her original carrier to request the devices be unlocked.

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

Kind Regards,

Cricket Wireless, Customer Support
*****************************************************************
/KM
Customer Answer
Date: 08/07/2023

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:07/26/2023
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.

Complaint: 20379670

I am rejecting this response because: the representative of Cricket Wireless repeatedly insisted they cannot help me because the location where I bought the phone was an authorized dealer, not Cricket themselves. However, the store literally says Cricket right on it and is directly affiliated with Cricket. When you call the store, they said they can't help because the employee no longer works there. All parties of Cricket have refused to do anything other than repeat themselves that they are not willing or able to help correct their error. The store did not set it up to pay off in three months, resulting in what the leasing company says will be $2500 for a phone that I could have initially bought outright if the employee at the store had properly informed me. The person at Cricket who called me on 8/2 said they won't do anything to help and that I can take it up with the leasing company. The leasing company says I have to take it up with Cricket. This is a scam.

Sincerely,

***************************
Business Response
Date: 08/10/2023
********
Business Response
Date: 08/16/2023
August 16, 2023

Better Business Bureau
Online Complaint

Complaint No: 20379670
Re: ***************************

****************************************** is in response to a rebuttal filed by ***************************. In the rebuttal, ************** states she purchased a device from a ********************** Authorized Retailer and financed the device through *************************** but unfortunately, was given the wrong leasing terms. She is requesting a refund.

We contacted ************** on August 10, 2023, and discussed her complaint. ************* states that she wasnt informed that she was placed on a year lease versus the 3 months lease she requested. She stated when she contacted Progressive,they informed her that she missed the deadline to pay off her device. We explained to **************, that Cricket Wireless is not responsible for refunding any leasing agreements made through Progressive.

For more information, she can read more about the terms and condition at ***************************************************************************************.

We thank ************** for her communication and respectfully asked that this case be closed.

Regards,
Cricket Wireless
Customer Corporate Relations
***************************************************************************
/AK
Customer Answer
Date: 08/16/2023

Complaint: 20379670

I am rejecting this response because: Cricket Wireless has refused to accept or correct any errors made by the employee of the Cricket store in regards to my complaint. They have been completely unwilling to assist with a resolution. Progressive leasing wouldn't even have my information if it wasn't for Cricket. Progressive has also refused to help. The Cricket employee made an error and they refuse to help correct it. I don't believe anyone from Cricket has even contacted Progressive about my case, they just keep telling me they won't help. This is unacceptable.

Sincerely,

***************************
Initial Complaint
Date:07/26/2023
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.

Complaint: 20375584

I am rejecting this response because:
I disagree with what is mentioned in this response. While I did receive emails dated 8/01 and 8/10, stating that Cricket Wireless was looking into my complaint, I have no record of any correspondence on 8/08. There are no emails from that date, and no voicemails left on my phone.
In fact, the two emails that I received merely acknowledged my complaint and stated that I could respond if I wished, but they would notify me of their findings. I did not take that as their request to speak to me at those times.
I further wish to dispute their claim that they were unable to make contact at all, as I personally spoke with *********************** on 8/11...coincidentally just minutes before they sent this response. I see several discrepancies between what I was told over the phone and what I see in this written response.
***********************, on one hand, stated that this particular store is independently owned and has no affiliation, other than a store banner, with Cricket. She then offered me a Cricket Store Credit towards a future purchase. She further suggested that the Better Business Bureau put pressure on the individual owner, even hinting that the BBB sent this complaint to the wrong company.
This is an apparent contradiction in my opinion. If this store is merely an independent franchisee or contractor, or simply a kiosk-style set up, then why offer me anything at all? The fact that I was offered a Cricket Store Credit suggests to me that *********************** does in fact have jurisdiction over this matter.
Also, if you look at the written response from the company on 8/11, you see, IN WRITING, that this particular business is listed as a, "Cricket Wireless Authorized Retailer." Nothing suggests that this particular store is a separate company or entity, or outside the jurisdiction of Cricket Wireless.
The very next sentence reads, "When ****************** came back to return the item, he was informed of the accessory return policy, which states WE do not refund accessories." Again, they chose the word, "WE," rather than, "THEY," fully suggesting that this does indeed fall under the jurisdiction of Cricket Wireless and not in fact a separate company.
At no time was I ever informed of this No-Return policy. Only after I attempted to make the return, was I physically shown the policy. It is a small and obscure sign and not in plain sight.
This is not a matter of buying an item and simply not wanting it. A Cricket salesperson led to believe that this was what I needed, when it was not. In my opinion, the fault is theirs.  The item is new, in the box, with unbroken factory seal. In my opinion, this is more than a lack of good customer service; it is potentially fraud, even elder discrimination.
I again ask for a full refund of this item. I will whole-heartedly return the item, so that they can *************.
Their policy is not only unfair, but not adequately displayed, so that customers know of it.
While I was offered a credit for future Cricket services, I respectfully decline that offer. I am a senior citizen, on a fixed income, and am not very technologically savvy. That was literally my first time in a Cricket store, and I have no need nor intention to purchase anything there again. I feel that I was misled, perhaps intentionally, due to my age and lack of expertise.

Sincerely,

***************************
Business Response
Date: 08/11/2023
August 11, 2023

Better Business Bureau
Online Complaint

Complaint No: 20375584
Re: ***************************

Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In the complaint, ****************** explains that he purchased an accessory at a Cricket Wireless Authorized Retailer, and they sold him the incorrect item. When ***************** came back to return the item, he was informed of the accessory return policy, which states we do not refund accessories. ****************** is asking for a refund.

We attempted to contact ****************** to gather more information regarding his complaint on August 01 August 08 and August 10, 2023, but we were unsuccessful in reaching him. To investigate Mr.******** concerns, we need to be able to communicate with him. Should ***************** desire assistance with his concern he may contact *****, Cricket Wireless Sr. ******** ****** of the ********** at the number provided.

We thank ****************** for his communication and will be available should he need our assistance in the future.

Regards,

Cricket Wireless, Customer Support
*************************************************************************
/NG.
Business Response
Date: 08/14/2023
August 14, 2023

Better Business Bureau
Online Complaint

Complaint No: 20375584
Re: ***************************

Dear ********** ************ correspondence is in response to a rebuttal filed by ***************************. In the rebuttal,****************** states that he does not accept our response. ****************** is asking for a refund for an accessory that he purchased; however, he is not a Cricket Wireless customer.   All ********************** Authorized Retail location have an accessory policy which states all sales are final.

On August 11, 2023, we reached out to Mr. ******* and explained that the accessories purchased from a Cricket location are subject to that Authorized Retailers return policy, which states all accessory sales are final.

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

We respectfully request this complaint be closed since we are unable to further assist the customer on his request.

Regards,

Cricket Wireless, Customer Support
******************************************************************* *****
/NG
Customer Answer
Date: 08/14/2023

Complaint: 20375584

I am rejecting this response because:
Again, we see the discrepancies in what they both wrote in their previous rebuttal and what they told me over the phone.
If I am not a Cricket Wireless Customer, and this does not fall under their jurisdiction, then why was I offered a CRICKET sales credit?
Further, if this truly were the case, I filed the original complaint against the company listed on the receipt. The BBB escalated this to the parent company Cricket. I defer to their expertise and familiarity.
I feel that I was defrauded due to my age and lack of experience.
If I am not issued a refund, or in the very least, a **** giftcard, that I can use as cash, I will file a formal complaint with the Attorney General's **************************** and possibly an age discrimination complaint.
We are talking about $21. The item is new and factory sealed. It can be sold again.
A cricket salesperson sold me this item with the assurance that it was what I needed. It was not, and now they will not take it back.
They do not adequately post nor explain their return policy in stores.
Cricket's unwillingness to make this very simple matter right, suggests fraudulent business practices.
I again ask for a full refund.
Sincerely,

***************************
Initial Complaint
Date:07/24/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They cut off my phone service and I thought I had reinstated it because I paid extra to have it turned back on only for them to continue to turn it off. I need a phone and service that is reliable. They have all of my credit card information so there was no need to turn the phone off
Business Response
Date: 08/02/2023
August 2, 2023
Better Business Bureau
Online Complaint
Complaint ID: ********
Re: ***********************
Dear Sir/Madam,
This ************** is in response to a complaint filed by ***********************. In this complaint, ******************** states her service was cut off after she made her payment.
We contacted ******************** on August 1, 2023 to discuss her case. After researching her concerns, we assisted her in reactivating her service and setup her autopay. She had no further questions.
We thank ******************** for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
************************************************************************
/JL
Initial Complaint
Date:07/24/2023
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 will document my attempts to reach ***** come l Monday in regards to this matterm I became aware of the many transactions from other users , devices , and lines added to my account. I was stripped from the choice of adding loved ones who I trust on my account. ******************** shared my log in information without my knowledge by allowing remote access group policy software to be installed on my device which exposes my data to bad actors who have and continue to exploit these vulnerabilities for profit. My phone is unencrypted, rooted and accessible to unfamiliar administrators thar do NOT have my best interest at heart. My creative content, memories, financial accounts, sense of security, privacy, have been raped. Cricket has erased my ability to protect myself or my information. If complying with regulations, or collaboration with authorities justifies this invasion of privacy, discrimination, and civil rights violations then at least let me know so that i know what Im dealing with and make informed decisiobs. Not knowing seems too cruel & unusual punishment .
Business Response
Date: 08/07/2023
********
Business Response
Date: 08/25/2023
********
Customer Answer
Date: 08/25/2023

Complaint: 20365317

I am rejecting this response because:
While ***************** has a low rate of of cyber crime doesn't mean my account isn't compromised. I purchased the device from ********************. When I created my log in credentials , this login information was used to activate service on other devices. This happened immediately after purchasing the device which indicates the device was already vulnerable or an employee used and shared my information . When I spoke to ***** he assured me Cricket Wireless had nothing to do with the hacking of my phone. When I explained to him how it happened, how it was possible, why I was sure it was happening, and provided examples of error messages, he simply replied thar he didn't understand the technicalities. When I inquired about the charges appearing on my bill and clarification of payments made to my account throughout the month he replied that he couldn't see what I was seeing on his end. This obviously indicates t tampering/deleting of data . When I asked why I had not yet received a copy of my CPNI associated with my Cricket Account number and ***** replied that ******************** did not provide that information. ***** said the problem was with my phone and I should put in a claim with Assurion since my issue steamed from the device and not the account .
While I agree the device is compromised ,this happened via unauthorized access through my credentials on my account allowed by a bad actor(S) who configure the software on my device. As a result this access ,unauthorized by me but authorized by Cricket emoloyees led to irreversible exposure of my personal information that can and has been used to further infiltrate my peripheral accounts .
Crickets assurance that our country rates high on Online Safety or that Cricket would never allow or is un aware of software capable of doing this does not change the reality I have to face every day when my calls are redirected, messages are blocked , can not connect to the server, have unfamiliar apps appear in my screen, and am unable to employee the security measures Cricket suggested in their response such as turn off blue tooth ( not allowed by your administrator or organization), or access my account online(your not allowed access to CricketWireless Accnt online) connect to the server or change my email server settings . All I want is for this restrictions to be acknowledged and explained why they are allowed? Am I out of line fior wanting an explanation for something I am required to prove to a team who obviously is aware and denying? Come on. Im not satisfied with .the offer" to do nothing and further request a phone replacement free of charge, explanation on charges, removal of any group policy from my account , and a copy of my CPNI. Thank you .
Sincerely,

****************************************
Business Response
Date: 09/01/2023
********
Initial Complaint
Date:07/23/2023
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 was contacted by Cricket last Thursday and advised that my cell phone number which I have had over 10 years and is tied to multiple bank accounts, online accounts, businesses and a non profit had been moved over to an **** prepaid phone without my permission or consent. The person was trying to impersonate me and didn't even give the correct first name. I then had to go get another phone number and phone and have been in the process of taking all the measures I can to make sure this person doesn't access any of my financial information.
Business Response
Date: 08/21/2023
August 21, 2023

Better Business Bureau
Online Complaint

Complaint No: 20363854
Re: *********************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by *********************************. In her complaint, ********************* states her number was ported to another carrier without her consent and they were able to use ********************** information to authenticate her online accounts and continued their fraudulent activities.

We want to assure ********************** that her account security is a top priority for Cricket Wireless. After researching her account, we believe she may be the victim of identity theft originating outside of her Cricket Wireless account. The individual who accessed her Cricket Wireless account had enough information to authenticate her account and make changes. This individual may then have used ********************** phone number to gain access to other accounts where ********************** uses her phone number for verification. If she hasnt already done so, we advise ********************* to file a police report regarding the suspected identity theft.

Our Cricket Wireless Technical Support Team retrieved ********************** wireless number and restored her account.We notified ********************** of our findings on August 21, 2023.

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

Regards,

Cricket Wireless, Customer Support
*****************************************************************
/BN
Initial Complaint
Date:07/23/2023
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.
Purchased phone and plan in March 2023, first billing cycle never had autopay deducted, which incurred a reinstatement fee. Trying to transfer purchased phone to ******** and cricket mobile customer service representative said they can't unlock phone until October 15th 2023.
Business Response
Date: 07/24/2023
July 24, 2023

Better Business Bureau
Online Complaint

Complaint Number No: 20363549
Re: *********************

Dear ********** ************ correspondence is in response to complaint filed by *********************. In his complaint, ************ is requesting that his device be unlocked.
Crickets terms and conditions include our Device Unlock policy which 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 *************************************************************************. 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.
The device he is attempting to unlock does not meet our unlock policy requirements. We notified ************ that the device will need to meet the requirements listed above before we can unlock the device.
We thank ************ for his communication and trust that this explanation properly addresses his complaint.

Kind Regards,

Cricket Wireless, Customer Support
*****************************************************************
/KM
Initial Complaint
Date:07/20/2023
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 have been a cricket customer for years. I qualify for the *** and have been qualified by the National verifier. I have been trying to get it applied to my account for MONTHS! It keeps saying that my benifit is being used. I have contacted Cricket at least 15 times. They tell me it's a problem on the ***s side. So I have called the *** at least 10 times and they say there is no one using the benifit and that its Crickets fault. They said Cricket does this all the time and so I filed a complaint against Cricket through the *** and have waited the alloted time for Cricket to respond and they did but the issue isn't resolved which i told them it wasnt. So I filed a follow up complaint. Cricket has had ample time to get this figured out. I'm super frustrated and ready to leave. I can't even tell you the hours I have spent on the phone trying to get this resolved. I have been dealing with this problem since October. I am asking for a credit or refund backdating to when I was first approved for this benifit.
Business Response
Date: 08/07/2023
********

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Cricket Wireless, LLC is NOT a BBB Accredited Business.