Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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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

1,339 total complaints in the last 3 years.
390 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:06/12/2023
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'm having trouble with my service and I called cricket and I can't get them to fix it I suppose to have unlimited everything but my phone is not doing right I've called them a few times and no results
Business Response
Date: 06/26/2023
June 26, 2023

Better Business Bureau
Online Complaint

Complaint No: 20175425
Re: *****************************

Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In the complaint, ******************** explains an issue he is having with his Cricket Wireless service. ******************** stated that he has contacted Cricket Wireless a few times before and the issue has not been resolved.

We attempted to contact ******************** to gather more information on June 20, June 22, June 23, and June 26, 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 Corporate Escalations Manager, 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.
Initial Complaint
Date:06/12/2023
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.
Hi ***,I have been a long time customer of **********************. On June 7, pm , 2023 , I went to a Cricket Wireless retailer store(*****************************************************************, phone #***********) to help me to remove my cell old SIM card to another cell. The Manager ,who is Technician,(*****) delete my phone information, my relatives contact information/App, and typing in incorrect notes in my cell.... ***** is invading my personal information, download my content, mess up my cell function from my cell. I was asking ***** to recover my everything from my cell, but ***** is refused do it.Cricket my account :*****************, Best regards, *************************)
Business Response
Date: 07/06/2023
********
Initial Complaint
Date:06/08/2023
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.
Ive spoken to a representative and they were rude and on top of telling me there was nothing they can help me with I lost my job just became homeless and need my phone on for personal and business matters I really need the help of keeping my phone on my kids are in daycare and I have no way of contact with, for, or about them.
Business Response
Date: 06/20/2023
********
Initial Complaint
Date:06/06/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
My grandmother received a notification today that her *** had been changed and that her services had been disconnected. She recently removed a secondary phone line from her account of an ex boyfriend she had. I paid her most recent phone bill and the amount was only $30 indicating that his line had in fact been removed. So now a few days later her phone is disconnected and cricket is saying that her line was disconnected and he is now the owner of the account.? They said that I would have to contact him to get the *** code but there is no communication with him, we have tried contacting several times. My assumption is either A.) cricket accidentally disconnected the wrong phone line or B.) cricket allowed someone that did not have permission or authorization to make changes to her account. ******************** claims that they cant even see in the account (even the supervisor) to see if they accidentally disconnected the wrong phone line without first getting a pin from the unauthorized user (which he shouldnt even have so even if cricket did accidentally disconnect the wrong line, they are saying there will be no way to access the account?) the ******************** store told me they do not have access to accounts that I would have to call the ***** number. The ***** number said I need to go to the store to access the account. Constantly being given a run around. My card is on file to auto pay for this account that has either been stolen or accidentally disconnected and I at the very least need my payment information removed from that account and an explanation as to how and who allowed an unauthorized user to make changes and hijack her account. Her phone number is **********
Business Response
Date: 06/29/2023
no answer
Customer Answer
Date: 06/29/2023

Complaint: 20153460

I am rejecting this response because: I think customers and potential customers should be aware of the potential situation they may be put in. My grandmother luckily was able to find an associate in person to help her. It turns out that Cricket did actually disconnect the wrong phone line. Much time later when I was answered from cricket (which I did reply to the email and was given no response) they claimed that they were not responsible for relationship problems and they would not be able to help because they would not get involved in relationships. Which shows my complaint was never even taken seriously or looked into or else she would have known that A.) cricket was the one that made the mistake by disconnecting the WRONG line and B.) that the account had been fixed. Just a constant go around with this company.

Sincerely,

*******************
Business Response
Date: 07/05/2023
na
Customer Answer
Date: 07/05/2023

Complaint: 20153460

I am rejecting this response because: instead of acknowledging me, they RESPOND to my messages saying that I have never replied. How can you respond to my complaint if I havent responded?? Ridiculous and utterly useless.

Sincerely,

*******************
Initial Complaint
Date:06/06/2023
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 transferred phone service and was told my phone is compatible. I paid $200 for sim cards and activation fees. They charged my bank without confirming that all the phones work. When my phone did not work they said too bad, there is nothing they can do. **************** said it is the store that should refund but the store said it is customer service that should refund.The date fo transaction was 6/2/2023 Account number is *********. I would like a refund on the activation fees because I can not use the service
Business Response
Date: 06/12/2023
June 12, 2023

Better Business Bureau
Online Complaint

Complaint No: 20152831
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************. In the complaint, ************ states he attempted to activate new service but was not successful. He is requesting a refund for the payment he made.

We researched ************** account and found his device was not able to be activated on the Cricket network. We also did not find any usage on the account.

We contacted ************ on June 8, 2023 to discuss our findings. We agreed to make a one-time exception and requested a refund with our back-office team. Once ************** refund has been processed, he can expect his refund back within **** business days in the form of a check.

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

Regards,

Cricket Wireless, Customer Support
**********************************************;
*******, ** 30319
/JL
Customer Answer
Date: 06/12/2023

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:06/06/2023
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 March 5th of this year I opened a account with ********************** and purchased one of their phones. I've been on time every single month paying my phone bill, choosing to wait until the day it's due to pay. On June 5th 2023 I called the 611 number provided by cricket to check the status of my bill it was a automated message stating the payment was due on the 6th so I figured I still had time. My service was cut off a few hours after that in the middle of a work meeting and when I tried to call the 611 number it said my service isn't allowing any calls at this time. I ended up having to do a live chat with cricket wireless explaining the situation and they said they cannot help in this case until it's paid in full. When I said there must be something else they can do they offered a bridge payment. I explained I need to be able to make receive a text on my phone to make the transfer they responded within need to get someone else to make the payment for me then. I asked to speak to a supervisor 4 times and the person I was speaking to who went by the name of *** refused. When I asked why they were refusing they started insisting they weren't but still would not connect me to a supervisor. I asked why they keep taking me in circles and refusing a supervisor. I was then told to wait while I get connected to one. They then said I am here and when I asked this person to identify themselves so I would know whom I was speaking to, I was told they could not, it was the same person I had been speaking to the whole time and still I never got connected to a supervisor. This went on for awhile before I had no choice but to disconnect the chat.Prior to this I have called cricket many times in regards to their service dropping calls and internet often I'm then told to reset the phone and ill receivea call back which never happens. Up to this point with my three months of cricket service I've been disappointed but what's worse is the poor customer service.
Business Response
Date: 06/20/2023
********
Customer Answer
Date: 06/20/2023

Complaint: 20150729

I am rejecting this response because: I have not been helped at all. I made a new complaint because they are refusing to even release my phone from their service. I no longer wish to be a customer of ********************. I am being told that there is a six month contract even though cricket has stated there are no contracts and it is a prepaid month to month service. I never signed a contract and when I purchased my phone with them I was not made aware of this. I simply am asking for the code to make my phone free to use with another service provider.

Sincerely,

*****************************
Business Response
Date: 06/26/2023
June 26, 2023

Better Business Bureau
Online Complaint

Complaint: 20150729
Re: *****************************

****************************************** is in response to a rebuttal filed by *****************************. In this rebuttal, ****************** states Cricket Wireless will not unlock her device she purchased at full price. She is requesting her device to be unlocked.

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

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

To view the full, unlock policy please visit *************************************************************************. Crickets Unlock Policy is part of the terms and conditions of service which customers accept at the time of activation and each month upon renewal of service.

We researched Ms. ******** IMEIs and found that it did not meet our policy.

On June 23, 2023, we contacted ****************** and explained that the device did not meet our Device Unlock Policy.   ****************** explained that when she purchased the device, the agent did not explain the Device Unlock Policy to her.

We thank ****************** for her communication and respectfully request that this case is closed, since we are unable to assist further.

Regards,
Cricket Wireless
Customer Corporate Relations
********************************************************************* 30319
/AK
Initial Complaint
Date:06/06/2023
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.
I've been a Cricket customer for almost a year. I had service and device issues for months. I keep calling and calling, all I get is hung up on and when I do get to talk with an agent..their nasty and somehow the call gets dropped. I have unlimited service and my phone keeps telling me I'm running out of data. I have to keep cutting my phone off and on several times a day. My caller ID reads some man's name. I'm just feed up. When I get a call from them, I can't push 1 to get connected, it just doesn't work.
Business Response
Date: 06/21/2023

June 20, 2023

Better Business Bureau
Online Complaint

Complaint No: 20148703
Re: *******************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ******************************* regarding her Cricket service. ***************** states that she continues to have device and service issues. . ***************** has unlimited data but continues to receive a message about running out of data. Also Ms. ******** caller ID reads the incorrect name. ****************** is requesting a bill adjustment for her inconvenience.

We researched Ms. ******** concerns and submitted a request through Hiya at ************************************************** to fix Ms.******** caller ID issues. We want to remind ****************** that Cricket Wireless caller ID will be displayed as Wireless Caller.

We also researched Ms. ******** data and phone issues and found that ****************** is in a good coverage area and there are not network issues at her location. Our research found that Android devices have a 2GB data usage feature that it was enabled by default with the last update: This feature is causing the data warning. We provided ****************** with the information to update this feature on her device.

On June 16, 2023, we informed ****************** of our findings and advised her of Cricket Wireless warranty Cricket Warranty Home Page (cricketwireless.com)

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

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

Customer Answer
Date: 06/21/2023

Complaint: 20148703

I am rejecting this response because:

Sincerely,

*******************************
Business Response
Date: 06/26/2023
June 26, 2023

Better Business Bureau
Online Complaint

Complaint No: 20148703
Re: *******************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ******************************* regarding her Cricket Wireless service. In this rebuttal ****************** states that she rejected our previous resolution.

On June 22, 2023, we contacted ****************** to gather more information about her rebuttal.****************** requested to be compensated for her inconvenience.

We issued a one-time credit to Ms. ******** account for her inconvenience.

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

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

Customer Answer
Date: 06/26/2023

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:06/03/2023
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 Jan 19 2023 I purchased an iphone 14 for $1100 cash paid in full. Then I added their prepaid service for 1 month and they locked my phone to their service so I could not switch providers for 6 months. Their service was terrible, but they would not unlock my phone. I could not sell the phone, no one would buy it because it was connected to cricket. So when I needed the money the asset I invested in was almost completely worthless. I had to sell my $1100 phone for $200 I tried to sell it for weeks and that is the best I could get. They also refused to give me my 40$ payment I gave them back, I asked my card holder to reverse the payment but it was denied twice, cricket said they would not send it any other way but through my card holders request. But the request was denied twice. I requested they close my account and send me my money and they refused stating they would keep my money if they closed my account, no refund would be issued. Cricket stole my $1100 iphone and then they stole my 40 credit that I paid. They have refused to give me any of the property or funds I gave them even though I requested several times.
Business Response
Date: 06/28/2023
PROVIDED REFUND
Initial Complaint
Date:06/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have bought a serive payment card i have tried to make the payment for my cricket service and a error message keeps coming up saying please chek your card number is correct i have asked for a refund cricket is taking my money and now my phone will be shut off because i dont have more money to pay again i have went to cricket its still not working hut when i call to check the card it says that 70$ is on the card but i still cant pay my bill i have went to the store to swip the card i have had a rep try and still nothing i want a refund this is a problem alot of people are having and cricket is taking peoples money that dont have money to pay again
Business Response
Date: 06/15/2023
********
Initial Complaint
Date:06/01/2023
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.
Consumer complaint taken by BBB staff JS: Consumer purchased a phone in May of 2023 at the Tower City Location. Consumer paid $183.00 for the phone. The consumer has had service issues with the phone since she purchased it. Consumer went back to the store and was told the phone had no issues.
Business Response
Date: 06/12/2023
June 12, 2023

Better Business Bureau
Online Complaint

Complaint No: 20130650
Re:***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In this complaint ************ states she is experiencing issues. She is requesting a replacement device.

Most Cricket devices carry a one-year manufacturer's warranty from the date of purchase. However, certain Cricket-branded phones offer the Cricket Two-Year Worry Free Warranty. Refurbished wireless devices carry a 90-day manufacturer's warranty from the date of purchase. Full details can be found at *********************************************************************************.

We researched ************** concerns and found her device is still under warranty. Her device is eligible to be replaced under Crickets Warranty Program.

We contacted ************ on June 8, 2023, and explained our findings. We troubleshot her device and advised that if she was still experiencing issues, she was eligible to file a warranty claim. We provided steps on how to complete a claim.

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

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

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Cricket Wireless, LLC is NOT a BBB Accredited Business.