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Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

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    Customer Complaints Summary

    • 1,339 total complaints in the last 3 years.
    • 389 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:06/19/2023

      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.
      Cricket Wireless has locked my cellphone (preventing my cell phone from being used with another cell-service provided). Requesting the Better Business Bureau's assistance with getting my cell phone unlocked by Cricket Wireless. Details:1) Phone #2 was purchased on 5 May 2022 (410 days ago). 2) Phone #2 was purchased as an "unlocked" phone. 3) On 29 May 2023, Cricket Wireless locked Phone #2 (preventing it from being used with another cell-service provided), when the *** card from Phone #1 (my previous phone that stopped working) was removed and was inserted into Phone #2.4) On 19 June 2023, Cricket Wireless informed me that Phone #2 will be "eligible" for a "potential" unlock on 24 November 2023 - 6 months after the *** card was inserted into Phone #2, and 568 Days after Phone #2 was purchased. 5) On 19 June, Cricket Wireless informed me that their company's Unlock Policy is a "security policy to prevent the unauthorized usage of your phone if stolen or lost."6) Phone #2 was not lost, stolen, and is not being used without authorization.

      Business Response

      Date: 07/05/2023

      ********

    • Initial Complaint

      Date:06/18/2023

      Type:Product 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 husband and I switched our phone service from CRICKET Wireless on June 6, 2023 to ******** and we tried 5 times to contact CRICKET to let them know about our cancellation and were unable to reach them due to hours of waiting time on the phone to talk to a representative. We wanted to receive our refund on the auto payment we were making for our 2 phones. We were being charged $88.00 per month and we cancelled service at the beginning of the month so we are due a credit which should be applied to our bill for June 2023. We have not received a credit as yet. Also we want to make sure CRICKET stopped charging our credit card with future payments since we no longer have their services. There is no way to get in touch with them either verbally or through the mail. Their service it terrible!!!

      Business Response

      Date: 06/28/2023


      June 27, 2023

      Better Business Bureau
      Online Complaint

      Complaint No: 20202546
      Re: *************************;                                           

      Dear Sir/*****,

      This correspondence is in response to a complaint filed by ***************************. In this complaint, ****************** states that on June 6, 2023, she ported her service to another wireless provider.However, her last auto payment was processed, and ****************** is requesting a refund for that payment. 

      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.

      Without waiving Crickets Terms and Conditions, ****************** will be refunded for her service payment. We thank her for her patience and advise ****************** that refund times can vary by financial institution.

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

      Regards,

      Cricket Wireless, Customer Support
      *************************************************************************
      /NG

    • Initial Complaint

      Date:06/17/2023

      Type:Product Issues
      Status:
      Unresolved
      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 ordered a service plan on June 3 2023, I was on their service for less than 24 hours, the service did not work for my house. I canceled and requested a refund and was denied. Tried chatting multiples times and was denied. I am being charged for services that were not rendered. Phone Number: ********** Order Number: **************** Order Date: Jun 3, 2023 1:26:26 AM

      Business Response

      Date: 07/05/2023

      ONLINE ORDER

      Customer Answer

      Date: 07/05/2023

       
      Complaint: 20201444

      I am rejecting this response because:

      I am requesting a refund. Especially after the way I was treated by Cricket Wireless representative. She was very disrespectful and refused to connect me with a supervisor. I will not accept a no refund. 

      Sincerely,

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

      Business Response

      Date: 07/05/2023

      cannot provide the resolution he seeks.

      Customer Answer

      Date: 07/05/2023

       
      Complaint: 20201444

      I am rejecting this response. I want someone in upper management to call me. ************. This is probably my 10th time asking to speak with upper management 


      Sincerely,

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

    • Initial Complaint

      Date:06/17/2023

      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.
      Please be advised that my cell phone was stolen on April 23, 2023. I was in the middle of moving and my Mom was in hosptial. I submitted the claim withing the alloted 60 days, along with honest answer. Claim ID ************, and various other claim id'S. Several. I paid for the insurance, provided explanation of the incident, Uploaded affidavit, 5 times. Called. Spoke to Cricket about the last day my phone was online. I never got my warranty replaced. I have spent 20 hours hunting down Cricket and Asurion, the warranty company. I cant get chat to work to find out anything. I am being told my account is suspended when it is not, because acp pays $30 a month. No one from Cricket could get me my replacement phone in a timely manner (overnighted per warranty). No suggestion for a phone upgrade. I was told on 6/15/23 that I had to unsuspend my phone before the claim went thru. I suspended it because it was stolen. Now the phone is online by the theifs and I still have no phone. I cant get utilization reports to see who they are calling. I insist on a utilization of data, text, and voice calls from April, May, June. I also insist Cricket provides me the warranty replacement phone asap, as my Mother died last week and not having a phone where people could contact me is unnacceptable. Please email me, as i dont have a phone to call me.

      Business Response

      Date: 07/05/2023

      July 5, 2023


      Better Business Bureau
      Online Complaint

      Complaint No: 20200535
      Re: *******************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by ******************************* regarding Cricket Wireless service. In this complaint, ********************** states she needs assistance getting a replacement device.

      We attempted to contact ********************** on June 21, June 27 and June 28, 2023, but we were unsuccessful in reaching her. To investigate Ms. ********** 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
      *********************************************
      *******, ** 30319
      /KM

      Customer Answer

      Date: 07/06/2023

      Need to speak to BBB rep.if this is you call me. ************ 308

       

      Between 8-1 cst

       

      .

      Business Response

      Date: 07/16/2023

      July 16, 2023


      Better Business Bureau
      Online Complaint

      Complaint No: 20200535
      Re: *******************************

      Dear Sir/Madam,

      This ************** is in response to a rebuttal filed by ******************************* regarding Cricket Wireless service. In this rebuttal,********************** states she needs to speak with a BBB representative.

      We attempted to contact ********************** on July10, July11 and July 12, 2023, but we were unsuccessful in reaching her. To investigate Ms. ********** 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 respectfully request that this complaint is closed at this time, as we are unable to assist further.

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

    • Initial Complaint

      Date:06/16/2023

      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 spoke with Cricket Wireless two or three times to try to resolve an issue with my text messaging service after speaking several times with Apple support. I was told my cellular service is the cause of the issue as my phone was checked and deemed in good working condition. Contacted Cricket and was given steps to take. Cricket did some things on their end, but to no avail. Cricket keeps advising me to get the phone physically checked which was already done. I informed Cricket personnel that Apple support needed an eternal escalation performance from Cricket and a case number I suppose to replace the phone. Cricket informed me that they cannot create a case for the problem. Now many of the iPhone functions are rendered useless because Cricket wants a physical check of the device, which already had taken place and Apple wants a Cricket case number in order to solve the issue.

      Business Response

      Date: 06/26/2023

      ********

    • Initial Complaint

      Date:06/16/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They are try to charge me ****** for two 30 plans I have receipt were I did not owe them anything in fact I had a 60 credit they shut my phone both line with acorn paying 30 a month then they Hwy put both plans on 60 when it should be only 30 plans for a told of 60 then the charged me 50 for a bridge payment have happened with no credit to my plan

      Business Response

      Date: 06/29/2023

      June 29, 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 was charged twice for her monthly payment.  
      We contacted **************** on June 29, 2023 to discuss her case. After researching her concerns, we agreed to issue a one-time courtesy credit to her account. **************** had no further questions or concerns.
      We thank **************** for her communication and trust that this explanation properly addresses her concern.
      Regards,
      Cricket Wireless
      Customer Corporate Relations
      ************************************************************************
      /JL 

      Customer Answer

      Date: 06/30/2023

       
      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:06/16/2023

      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 have cricket wireless as my mobile provider. I have the $60 unlimited everything plan as I need the high speed internet and the hotspot. I pay an extra $10 a month just to have the hotspot. On 8 June 2023 I enrolled in whats called bridgepay which allows me to pay my bill with payments rather than all at once. On 8 June I paid $20 and was suppose to pay $45 on the 15th of June. When I called on the 15th of June the automated system told me I could extend my bridgepay but I would have to pay $25 on the 15th and the remainder would be due on 22 June. So I elected to do this and paid the $25 through the automated system on the 15th of June. When I got up on the 16th of June my phone was disconnected. I called cricket to see what had happened and they said that even though the automated system allowed me to extend my bridgepay that I was only allowed to do this by speaking to a representative, why? the system allowed me to extend it and thats what I did. They asked me if I could pay $10 more and I said I could only pay $5 which I did on 16 June 2023, and they turned my phone back on. But then I realized that I didn't have hotspot and I didn't have high speed internet, so I called them back to see why it wasn't working. I was told the supervisor had converted my plan from the $60 plan down to the $30 plan. I have never had the $30 plan as it doesn't serve my purpose. I never asked for it and I told them I wanted my plan converted back to the $60 plan that I had already paid to have, They refused to provide any resolution and said I was stuck with the $30 plan until I could make a full $60 payment. This was a horrible experience, I spent over an hour on hold, callling them 4 different times trying to resolve this issue and they refused without a full payment. Regardless what happens this will be my last month with cricket. I just want my phone to have the hotspot and the unlimited internet put back on my phone for a month as I have already paid for it.

      Business Response

      Date: 06/28/2023

      June 27, 2023

      Better Business Bureau
      Online Complaint

      Complaint No: 20194420
      Re: ***************  

      Dear Sir/*****, 

      This correspondence is in response to a complaint filed by ****************  In this complaint, ************ expressed concerns over Crickets BridgaPay extension. .************ called in to make his BridgaPay payment, and the *** gave him the option to enroll in the BridgaPay agreement extension which he did. The next day his service was suspended. ************ called the Cricket ************* Team and asked to pay $5.00 to reactivate the service.  During this interaction, his rate plan was lowered without his authorization. ************ is requesting for his rate plan to be restored to the original lan.

      Crickets ********* program offers customers the option to split their monthly payment in two. After the initial payment is made the remainder of the bill is due within 7 days with the first day being the date that ********* is activated. If the second payment is missed the customers bill cycle restarts and a full monthly payment is due. Applicable fees may also apply. Cricket sends reminders via text message on the date ********* is activated and the day before the second payment is due. 

      On June 21, 2023, we contacted *********** and assisted him with moving his account back to the original service plan, we also issued the need it credits to cover the extra fees.

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

      Regards, 

      Cricket Wireless, Customer Support 
      ************************************************;
      *******, ** 30319 
      /NG 

    • Initial Complaint

      Date:06/15/2023

      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&#**;ve paid for my services and received none several times and the one on Bellflower Blvd had a man in the store to take a look at me as a hitman and messed up my services and I lost money with no services.

      Business Response

      Date: 07/05/2023

      July 5, 2023


      Better Business Bureau
      Online Complaint

      Complaint No: 20192614
      Re: *************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by ************************* regarding Cricket Wireless service. In this complaint, ************** states he is paying for service he hasnt received.

      We attempted to contact ************** on June 21, June 22 and June 27, 2023, but we were unsuccessful in reaching him. To investigate Mr. ****** concerns, we need to be able to communicate with him. Should ************** still desire assistance with his concern he may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.

      We thank ************** for his communication, and we will be available to assist him should he still desire.

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

    • Initial Complaint

      Date:06/14/2023

      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 have reached out to provider to address an issue with my phone service which was suddenly disconnected. I have been given the runaround requested to speak to a supervisor was told someone would call me back in a few minutes and no one has ever done so.

      Business Response

      Date: 07/07/2023

      na

    • Initial Complaint

      Date:06/12/2023

      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 have the cricket unlimited plan with 2 lines that runs $80. I enrolled in the ********* to extend my due date until the next payday. I received a text on Friday 6/9 telling me I owed $60 by 11:59 PM on 6/10 but when I went on the Cricket app and went to make my payment it told me I owed $50. So I paid the $50. Today when I was at work (away from Wi-Fi) I found out my service had been interrupted due to not making the 2nd ********* payment. I contacted support but they were no help. They wanted to argue with me and tell me I had to pay $45 for my service to be reconnected. HOWEVER, its not my fault that I missed the payment. The app misinformed me on how much was owed. I did end up paying the $45 only because I needed my phone.

      Business Response

      Date: 06/29/2023

      provided credit for reconnection fees

    Cricket Wireless, LLC is NOT a BBB Accredited Business.

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