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.
395 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.

Initial Complaint
Date:05/29/2023
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 signed up with Cricket Wireless in August 2022. I have never gotten an email from them, even though they have my email address as my user name and as the contact promotional emails, password resets, and problem reports/tickets. I tried to reset my account password with them but never got an email to do so. I will be out of luck if I cannot log into my account. Likewise, I rarely get text messages as well. I have also learned that they are not saving text messages if my phone is off or the battery has run down. They are not sending the messages once my phone is on again. I have not idea how many text messages I have never received because of this problem. They have no explanation why either problem is happening and have done nothing to resolve them. If they have, they have never contacted me. The only way they can contact me is by phone or postal service mail but they have never tried to do either.
Business Response
Date: 06/12/2023
June 12, 2023

Better Business Bureau
Online Complaint

Complaint No: 20117666
Re: *****************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *****************************. In the complaint, ********************** states since she activated service with Cricket, she has not been able to log into her online account.

We attempted to contact ******************** to discuss her concerns on June 6, June 8 and June 9, 2023, but we were unsuccessful in reaching her.Should ******************** still require assistance with her concern she can contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.

We thank ******************** for her communication and look forward to assisting her should she still need assistance.

Regards,

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

Complaint: 20117666

I am rejecting this response because they made only one attempt to call me (and did not leave a message so I didn't know who was calling) and one email (which they told me what number they were calling from). I do not answer typically during the day because I get so many spam calls, I do not know who is legitimate and who isn't.
I called them back twice and left voice mail messages as well as sending three emails. Someone finally bothered to respond and said they would call later but I am not convinced they can resolve the problems with getting text messages as well as their emails that are outside this complaint (e.g., password resets, account information, problem ticket number and status - I have never received any of these).

Sincerely,

*****************************
Business Response
Date: 06/13/2023
June 13, 2023

Better Business Bureau
Online Complaint

Complaint No: 20117666
Re: *****************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by *****************************. In the rebuttal,********************** states she did not receive any of our call attempts and is still requesting assistance.

We contacted ******************** on June 12, 2023 and discussed her concerns. She states she has not been able to receive emails from Cricket and is having issues with her SMS notifications.

We were able to update her account details and she will now be able to receive incoming emails. We also provided a one-time credit to her account, so that ******************** can pick up a new SIM card to assure her,the issue has been fixed. We provided our contact information for any further concerns or questions.

We thank ******************** for her communication and look forward to assisting her should she still need assistance.

Regards,

Cricket Wireless, Customer Support
**********************************************;
*******, ** 30319
/JL
Customer Answer
Date: 06/13/2023

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:05/27/2023
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.
Hello i changed my plan to $35 and it did not change i called them and got no help got hung up on. This is very unprofessional
Business Response
Date: 05/31/2023
May 31, 2023

Better Business Bureau
Online Complaint

Complaint No: 20112774
Re:*********************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by *********************************. In this complaint, ********************** states he requested his plan be changed to the $35 plan. However, that was not completed. ********************** is requesting a billing adjustment.

We reviewed ********************** account and found, there were no rate plan changes made to the account. We contacted ********************** on May 31, 2023, to gain additional details.

********************* informed **, he tried to make the rate plan change via the app. *********************, stated he did not receive a text confirmation of the rate plan change. We advised ********************** he is currently on the $60.00 rate plan and offered to assist in changing the rate plan. ********************** declined, stating her will be moving his service.

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

Regards,

Cricket Wireless, Customer Support
****************************************************************
/BN
Customer Answer
Date: 05/31/2023

Complaint: 20112774

I am rejecting this response because: i have reached out to the president of the company. I wpuld like to be placed on the $30 plan

Sincerely,

*********************************
Business Response
Date: 06/06/2023
June 6, 2023

Better Business Bureau
Online Complaint

Complaint No: 20112774
Re: *******************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ********************************* regarding his Cricket Wireless service.In this rebuttal, ********************** stated he updated his rate plan via MyCricket app before his billing due date, but the plan was not changed. He is requesting to be placed on the $30.00 plan.

We spoke to ********************** about his complaint on June 6, 2023. We advised him that his rate plan has been updated and will take effect in July 2023. As a one-time courtesy we restored ********************** account.

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:05/27/2023
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.
I bought a phone in March 2023. Since receiving the first phone, I had to fight with Cricket and Apple to replace it because it would not hold a call. Finally, after 2 months, they sent me a new phone and I returned the first. The second phone does the same thing! I have called Cricket and Apple and they want to troubleshoot for another unacceptable amount of time. I am currently using my old phone since March because of this issue and no one and Apple or Cricket will allow me to just return the second phone (I called them on my old phone as the new one of course would not hold a call for more than a minute). I did a charge back because they would not listen to my complaint and simply let me return the phone for a refund! Then today, I received a message when making a call stating the account was suspended. They never contacted me via phone, text or email to let me know they were doing this because of the chargeback? I didn't even know they could do that. Anyway, I am writing this complaint because both companies refuse to just refund my big ****** for phone (I WILL RETURN IT) + ***** (For having to reinstate my account to just talk to someone) and let me send the defective phone back. They have horrible customer support as I have been with ******************** for over 15 years and never had an issue with a phone before. I have ALWAYS paid my bill on time. I feel like I have been ripped off! All I want is a refund and return the phone and to get the money from the payment I just made today back for having to reinstate my account because I did a charge back
Business Response
Date: 06/12/2023
June 12, 2023

Better Business Bureau
Online Complaint

Complaint No: 20112680
Re: ***************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************************. In this complaint, ****************** states she purchased a new device and was experiencing issues with it. She was able to get it replaced by Apple but was still having issues. She is requesting a refund for her device.

We researched ******************** concerns and found her device was purchased on March 8, 2023. Her device is now past the Cricket Wireless 7-day return policy.

We contacted ****************** on June 8, 2023 and explained our findings. We explained that if she is still having issues with her device, she is still eligible to have her device replaced. Since her device is an Apple product it will need to be replaced or repaired by Apple. Warranty and repair issues for any new iPhones that were purchased from Cricket Wireless are handled by Apple support online, by phone at 800-APL-CARE *************), or by visiting an Apple Retail store with an appointment. We also explained we would not be able to complete her request based on our findings. Cricket provides a 7-day device return policy (beginning on the date of purchase). Activation fees and monthly service charges are also non-refundable and non-transferable. Full details can be found at: *****************************************************************************************************************************.

We offered to issue a one time courtesy credit as a possible resolution, however ****************** denied our offer and explained she will be keeping her device.

We respectfully request that this complaint is closed at this time, as we are unable to further assist.

Regards,

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

Complaint: 20112680

I am rejecting this response because: I was never offered a credit. I would like that email resent to me, because I'm not seeing one.

We offered to issue a one time courtesy credit as a possible resolution, however ****************** denied our offer and explained she will be keeping her device.

We respectfully request that this complaint is closed at this time, as we are unable to further assist.

Sincerely,

***************************
Business Response
Date: 06/14/2023
June 14, 2023

Better Business Bureau
Online Complaint

Complaint No: 20112680
Re: ***************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by ***************************. In the rebuttal,****************** states she was not offered a credit.

We previously offered a credit to ****************** on June 8, 2023, in an email sent to the email address she provided. She responded to our email and declined the offer stating she would be keeping her device.

We contacted ****************** on June 13, 2023, to discuss her concerns. She explained she would like to receive a refund of her last payment. We agreed to make a one-time exception and complete her request.Once ******************** refund has been processed,she can expect her refund within **** business days.

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

Regards,

Cricket Wireless, Customer Support
**********************************************;
*******, ** 30319
/JL
Initial Complaint
Date:05/25/2023
Type:Customer Service 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 paid for a service that cricket can not provide. I tried to get my prepaid money refunded and they will not refund the money. They offered a credit towards on my cricket account but Im no longer a customer (prepaid service ends on 5/28). I want my money refunded, not a credit, or gift card. I want the money back, just like when they took payment from me.
Business Response
Date: 06/06/2023
June 6, 2023

Better Business Bureau
Online Complaint

Complaint No: 20106495
Re:*******************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by *******************************. In this complaint, ************************ stated he paid for service Cricket could not provide. He is requesting a refund.

On June 2, 2023, ************************ advised via email that he figured out the problem was on his end, and he would be withdrawing his Better Business Bureau complaint.

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

Regards,

Cricket Wireless, Customer Support
****************************************************************
/KM
Initial Complaint
Date:05/25/2023
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 referred 3people to their company I was suppose to get $35 they where suppose to get $25 on their bills too we never did I kept asking about it they acting like they dnt have a trace when I had referral codes my phone Im highly upset I feel like its false advertising my phone went off I made arrangements to pay it I suffer wit memory loss I totally forget to pay my bill by 11:59pm I paid it round 3am the full bill Im disabled I cant afford to pay them $74 then another $149 on the same month thats too much they robbing me without a gun now my service is off cause I got my $74 back its not fair nor right to make me pay twice in one month now my phones are off we disabled need our phone service asap I need my service my phone has no business off
Business Response
Date: 06/15/2023
refer a freind and charges
Initial Complaint
Date:05/24/2023
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 stopped autopay on 5/23/2023, Cricket did not confirm it and reverted my settings to autopay, I cancelled it again today on 5/24/2023 and then noticed they took out my payment for my payment due 5/25/2023; it's customary for them to take out their payment a day before the payment date if you have autopay. I called and asked for that pending transaction to be cancelled, as I'm switching phone companies, they first told me the payment had not been retrieved and then they told me the transaction was already done. I can't dispute it with my bank yet because it's still pending. I need a refund of $50.
Business Response
Date: 06/14/2023
June 14, 2023

Better Business Bureau
Online Complaint

Complaint No: 20099810
Re:*********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************. In this complaint, ************** states he was charged for service he cancelled. He is requesting a refund.

We spoke to ************** on June 8, 2023, about his complaint. We issued him a refund in the form of a check and mailed it to the address he provided.

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

Regards,

Cricket Wireless, Customer Support
****************************************************************
/KM
Initial Complaint
Date:05/24/2023
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.
I've used cricket for two years with Auto Pay every Month I have to call in regardless of Auto Pay and pay the bill I called and made a payment yesterday account shows a zero balance and they have still suspended my account and now they have told me I have to pay ***** plus reactivation fee to restore service but my entire bill was for 30 dollars and I always keep my receipts online, banking, and paper receipts I've called today and they just keep putting me on hold and disconnecting call.
Business Response
Date: 06/08/2023
********
Initial Complaint
Date:05/23/2023
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.
Cricket Wireless app states my bill was due on the 23rd of every month. Cricket turned off my phone before the due date. ******* explained to me on their end it showed the due date was before the 23rd and even though I was able to prove what I had been provided, they could only offer to waive the activation fee. This is illegal! When I asked the supervisor **** to speak to their higher up I was told he would transfer me and he hung up.
Business Response
Date: 06/05/2023
June 5, 2023

Better Business Bureau
Online Complaint

Complaint No: 20095266
Re: *******************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ******************************* regarding Cricket Wireless service. In this complaint, ****************** states she opened a claim with *** and needs assistance from Cricket to provide proof of what was in the package.

We attempted to contact ****************** on May 26, May 31 and June 2, 2023, but we were unsuccessful in reaching her. To investigate ****************** 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
Initial Complaint
Date:05/22/2023
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 and bought a new cell phone, case and cel helmet on Dec. 24, 2022. The manager applied the liquid glass/cell helmet in the store and threw the box away. I didn't ask for it to be applied, but seemed like a nice gesture. He put the case on as well and again I figured nice gesture. I didn't want any screen protection as I've never broken a screen and they raved this product is great. Well, I dropped the phone and my screen shattered. Called the store and was informed by an employee there is a warranty on cell helmet. It turned out there was a warranty card that was obviously thrown away that day. So the manager gave me another card but because I didn't register in 30.days of purchase asfalis the warranty company denied the claim even though I showed the purchase receipt and repair receipt. I explained the special circumstances. Asfalis is a terrible company cricket should not use. I contacted the store and the manager said accessories aren't returnable and he couldn't do anything besides give a new warranty card. Contacted cell helmet they won't help. Point is, the warranty card was thrown out no fault of mine and if I had it or was informed I would have registered and then been able to successfully file a claim. This phone is terrible, either glitches, bad quality or defective but I won't even get into that I am very upset with cell helmet, asfalis and cricket because I had to pay for the screen repair and should be reimbursed as it all falls within the warranty minus it being registered in 30.days of purchase but that's because they threw the card away. Pretend I registered then I'd be reimbursed that's literally the only missing piece and not my fault.
Business Response
Date: 06/12/2023
June 12, 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 purchased a screen protector that was later damaged. She explained that she was not aware of the manufacturer's warranty and did not register her accessory. She is requesting a refund or gift card.
We researched ************ concerns and were able to locate her receipt. Due to the screen protectors warranty policy, we are no longer able to register or return.
We contacted ************ on June 9, 2023 and informed her of our findings.We explained we would not be able to issue a refund, however we agreed to apply a onetime credit to her account which can be used towards her bill or additional features.
We thank ************ for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
************************************************************************
/JL
Initial Complaint
Date:05/18/2023
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.
Transaction date: 5/18/2021, 3:00 pm The employee lied to me saying that it was company policy to purchase a screen protector and case to "save the company money," despite me expressing TWICE that I did not want either. I was charged for the $8 service protection plan without being asked or informedwhich I did not want. I came back 20 minutes later for a refund because I do not tolerate dishonest gain. I was refused a refund for the case, which I never wanted. I was not refunded for the $60 phone service that I did not use, nor a refund for the $8 protection plan that I did not know I was charged for. I received $193 out of $309 I spent.
Business Response
Date: 05/24/2023
May 24, 2023

Better Business Bureau
Online Complaint

Complaint No: 20077253
Re: *************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by *************************
In this complaint, ****************** visited a Cricket Wireless Authorized Retailer, where the store representative advised ******************, it was company policy to purchase a screen protector and case. After leaving the Cricket Wireless Authorized Retailer, ****************** noticed she was also charged for the Cricket Protect feature without requesting the insurance. ****************** is requesting a refund for this feature.

We engaged the leadership at Cricket Wireless Authorized Retailer and the District Manager scheduled time to meet with ****************** to provide her a refund.

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

Regards,

Cricket Wireless, Customer Support
*****************************************************, ** 30319
/BN
Customer Answer
Date: 05/24/2023

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,

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

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Cricket Wireless, LLC is NOT a BBB Accredited Business.