Complaints

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

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

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

• 

  Cricket Wireless, LLC

  112 W 87th St STE M5 Chicago, IL 60620-1318

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:05/18/2023

  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.

  Store promised a replacement and haven't delivered.

  Business Response

  Date: 06/06/2023

  June 6, 2023
  
  Federal Communications Commission
  Online Complaint
  
  Complaint ID: ********
  Re: ***************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ***************************. In this complaint, ****************** states that a Cricket Wireless Authorized Retail location advised her they would provide her with a replacement phone, but they have not done so. **************** is requesting a replacement phone at no cost to her.
  We contacted **************** on June 2, 2023, to discuss her case. She stated the issue was resolved.  
  We thank **************** for her communication and trust that this explanation properly addresses her concerns.
  Regards,
  
  Cricket Wireless, Customer Support
  *************************************************************************
  /NG
  

• Initial Complaint

  Date:05/16/2023

  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.

  At the end of January, I began to experience issues with my cell phone service. Cricket had us reset all four phones, when that didn't work, we had to take all four phones to the Cricket store. The person at the store said it was NOT the phones but the service. He went on to mention that others had the same problem. After multiple calls, I was finally told the issue would be resolved the first week of April and to call once the issue was resolved for a credit. I called in April and was told the issue wasn't resolved on their end yet so call back. I called back on 5/3 and was told a credit would be requested and completed by that Friday. When I saw that a credit wasn't issued, I called back on 5/16. I spent over 6 hours attempting to get this resolved. I was continually put on hold and then disconnected. Cricket would immediately disable my phone. I'm including screen shots of them disabling my phone. I also included screenshots of what we see when we couldn't use voice calls. When I asked to speak to a manager, I was told the manager would be with me in a moment. But, I was put on hold until after the call center closed. No one ever came back to the phone. I finally reached out through their chat and still couldn't get it resolved and was told that since it was a prepaid service, they didn't provide credit.

  Business Response

  Date: 05/31/2023

  May 31, 2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20068488
  Re: ***************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ********************* regarding Cricket Wireless service. In this complaint, **************** is requesting credit for the connectivity issue she experienced on Crickets network.
  
  We attempted to contact **************** on May 25, May 26 and May 30, 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

• Initial Complaint

  Date:05/16/2023

  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 recently opened an account with ******************** and received a phone which was stolen within two days. I notified Cricket, but they refused to deactivate service. I would like my plan immediately canceled. *************************** DOB: 08/26/1977 SSN: 601-68-4962

  Business Response

  Date: 06/08/2023

  could not find account and she does not remember the wireless number.

• Initial Complaint

  Date:05/16/2023

  Type:Order 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 called Cricket Wireless, LLC this morning (May 16, 2023) for a copy of my Billing History. Just 2 weeks ago, I stopped my account with ********************. I used to pay for 3 lines. The representative who answered my call said she can't help me because 1) Cricket is a "pay as you go" service only; and 2) I don't have an account with ******************** anymore. I said up until April 30, I had an account with them, and it's not pay as you go. I'd like to have a copy of my Billing History for 2022 income tax return, which is just reasonable request. I've asked to speak to her Supervisor but she kept telling me the Supervisor cannot do anything! I paid for the service therefore I have rights to get a copy of my Billing History.

  Business Response

  Date: 06/06/2023

  June 6, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20065130
  Re:****************************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by **************************************** In this complaint, ***************************** is requesting billing history from 2022.
  
  We spoke to ***************************** on June 6, 2023, about her request. We provided her with her billing statements from January 2023- March 2023. Unfortunately, her 2022 billing statements are no longer available.
  
  We thank ***************************** for her communication and will be available should she need our assistance in the future.
  
  
  Regards,
  
  Cricket Wireless, Customer Support
  ****************************************************************
  /KM

• Initial Complaint

  Date:05/15/2023

  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.

  In December 2022, my spouse and I started service with Cricket (My Spouses) decision, not mine. We obtained new phones, fast forward to the present day, returning to the previous cell phone company due to our phone service being turned off because the month did not have 31 days, therefore, service was turned off having to pay reconnecting fees. Attempting to have the phone(s) from Cricket unlocked even when the store representative (******) stated there would be no problem or no issues that the phone was already unlocked. For the past three days, I have been trying to get my phone unlocked to go to another service, and Im being told by all of Cricket employees that it cannot be unlocked because the six months of service has not been reached but that I could go back to Cricket and restart the service. Here are the facts if I were going out of the country they would unlock the phone or if I were military they would unlock the phone?! But, here is the most novocal thing is that Military individuals are required to submit their personal information about their deployment in order to have their phone unlocked Who does this company think that they are? I have spoken to the following individuals from stores and customer service: ******, *******, *******, ******, *********, ******, ****************************, and ****. ********* (The Supervisor at ***************** tells me Because you did not pay the full retail price we can not and have no way of unlocking the phone until the six months of service have been completed But, I can have the phone unlocked if I am going out of the country!? We live in ******* only to have a communist form of conditions on a cell phone? What an odious and vapid company!This company lacks integrity. The company I'm with now and when we switched to Cricket in December 2022 did not do that when we left that service. Oh, and there is a recording about their attorneys want you to know ????

  Business Response

  Date: 05/15/2023

  AT&T has confirmed that the matter involves Cricket Wireless Services. Transferring complaint to be addressed by Cricket Wireless.

  Business Response

  Date: 05/21/2023

  ********

• Initial Complaint

  Date:05/15/2023

  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.

  First of the business location on this report is not accurate. It's the only one I could find. The business is located in ****** **. Cricket wireless is refusing to refund my money on an item that was bought and the employee offered to put the phone screen on for me. He could not get it on right it was bubbly all over and he was white knuckled pushing on my brand new phone trying to get the bubbles out. I asked he to stop after it appeared he would break my phone screen AND my brand new phone was dropped on the floor by the employee. I asked for a refund in the item that I haven't even walked out of the store with but the manager is refusing. She tried to say we had the wrong case and screen protector which we did not have the wrong anything. And the store had no other screens that were made for my phone type that I just bought. The store manager was trying to make the employee put a screen protector on my phone that wasn't even made for my phone type and has refused to refund my money. So my brand new phone was dropped on the floor, the guy was white knuckle pressing on my new phone screen and they tried to place an incorrect screen on my phone due to the fact that they had no stock of anything. They didn't even have the phone I originally wanted to buy. Not to mention the heat in the building due to the ac not working at all. I stood in store for almost an hour dealing with all this c*** and almost passing out from the heat. I just want my 50 bucks back. It shouldn't be such an issue to refund something. The employee was great just had a few hiccups but the management is something else. Horrible business. She says that all sales are final yet there's no notice in the store anywhere that says this had I known I would have never spent my money in this place. I've been doing business with them for years and have never been told that sales are final. What kind of stuff is that. I am a single mother and a ****** mother I can't afford to just let people rob me like that

  Business Response

  Date: 06/07/2023

  accessory

• Initial Complaint

  Date:05/14/2023

  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 ordered a new IPhone on sunday 5-7-2023, and paid using a finance company called Affirm.I ordered 2 day shipping, on Wednesday i still hadnt gotten a shipping confirmation so i chatted with ************** she said it would be ***** hours we should have tracking. Then my wife reached out and spoke on the phone with a Rep that said Affirm will ship the product then they transferred ** to Affirm. Affirm confirmed they do not ship products as i already knew.Then Friday my wife called again and they said it still hasnt shipped the call dropped.Now it has been 7 days, and the rep in chat is saying the product still hasnt shipped.I have spoken to Affirm, and they stated Cricket wireless got the virtual credit card on 5-9-23 and received the funds 5-10-23 at 10:41. No one has been willing to actually try to assist us with getting this completed.

  Business Response

  Date: 05/25/2023

  May 24, 2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20056907
  Re: ***********************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *********************** regarding Cricket Wireless service. In this complaint, ****************** is requesting assistance locating the order he placed on Sunday, May 7, 2023.
  
  We spoke to ****************** on May 19, 2023, in reference to his complaint. Our records show that ******************** order was delivered on Wednesday, May 10 at 10:33 at the front desk via *** tracking number 1ZY979F70205156143. ****************** confirmed that he received the device.
  
  We thank ****************** for his communication and trust that this explanation properly addresses his concerns.
  
  Regards,
  Cricket Wireless, Customer Support
  ***************************************************************************
  /KM

  Customer Answer

  Date: 05/25/2023

  i did speak with the representative, and i also did get the phone finally delivered, however when i spoke to the Rep, i told her i was going to be leaving cricket because of the horrible customer service, at that point i was not notified that cricket had a policy to hold my device hostage for 6 months even though they had all the money for the phone. I did end up leaving to only then find out that cricket locked the phone from going to another carrier even when the phone is paid in full. 

  i requested the unlock and i was told that their policy is the phone has to be on an active account for 6 months to get unlocked.  then i said that i wanted to return the phone and i was told that there is only a 7 day return policy.  the problem with that is at that point it had been delivered without my knowledge for 5 days. so at this point i have a locked phone that will never get unlocked because we do not have an active account with ******************** anymore.

  i would either like to be able to return the phone for a refund, or get it unlocked.  at this point i had to go buy another phone (another huge payment), to be able to get my wife to have a working phone.
  

  Business Response

  Date: 05/29/2023

  May 27, 2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20056907
  Re: ***********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a rebuttal filed by *********************** regarding Cricket Wireless service. In this rebuttal,****************** is requesting a refund or to have the device unlocked that was delivered to him on May 10, 2023.
  
  We spoke to ****************** on May 19, 2023, in reference to his complaint. Our records show that ******************** order was delivered on Wednesday, May 10 at 10:33 at the front desk via *** tracking number 1ZY979F70205156143. ****************** confirmed that he received the device. The order placed was delivered to the address ****************** provided at the time of purchase and arrived on the date promised.
  
  Cricket provides a 7-day device return policy. Activation fees and monthly service charges are non-refundable and non-transferable.
  
  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 *********************************************************************************************** unlock policy is part of the terms and conditions of service which are accepted at the time of activation and each month upon renewal of service.
  
  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
  

  Customer Answer

  Date: 05/29/2023

   
  Complaint: 20056907
  
  I am rejecting this response because: although the shipment was delivered to the front desk here on that Wednesday, but I called on Monday and Tuesday and Thursday for that matter asking about my shipment and the customer support could not give me any tracking info.  I didnt get the tracking information until I made a ******** post and the social media response asked for the order number and they provided me the tracking number on Sunday night 7 days after ordering and 5 days after the device was delivered.  I have attached a screen shot of that interaction.  So therefore with this information finally given to me after 8 PM we had to wait to get this until Monday, 8 days after ordering 6 days after delivery, I wasnt given ample time to request a return or anything because of having the phone for 1 day.  

  However, this does not address the fact that I told the lady that called me that I was leaving cricket because of this horrible customer service, (Which she admitted that she herself doesnt use their services), but she did not bother to tell me that the phone is locked out about the ** policy of must be on a 6 months PAID plan (Holding us hostage even though they got their money).  There is no transparency with this customer and they are just trying to bully paying patrons (and a Veteran at that) into staying with them by holding our fully paid for device hostage.

   

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

  Business Response

  Date: 06/03/2023

  May 27, 2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20056907
  Re: ***********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a rebuttal filed by *********************** regarding Cricket Wireless service. In this rebuttal,****************** is requesting a refund or to have the device that was delivered to him on May 10, 2023.
  
  We spoke to ****************** on May 19, 2023, in reference to his complaint. Our records show that ******************** order was delivered on Wednesday, May 10 at 10:33 at the front desk via *** tracking number 1ZY979F70205156143. ****************** confirmed that he received the device. The order placed was delivered to the address ****************** provided at the time of purchase and arrived on the date promised.
  
  Cricket provides a 7-day device return policy. Activation fees and monthly service charges are non-refundable and non-transferable.
  
  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 *********************************************************************************************** unlock policy is part of the terms and conditions of service which are accepted at the time of activation and each month upon renewal of service.
  
  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

  Customer Answer

  Date: 06/03/2023

   
  Complaint: 20056907
  
  I am rejecting this response because:

  cricket Is holding my phone hostage with the unlawful clause of the 6 months ************* They have received all the money requested for the phone, yet they are requiring more money than stated on the site for the product. I feel this is a great case for bait and switch.  If you are willing to purchase a device from them and pay in full, they should not be holding it hostage with the clause of 6 months paid service.

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

• Initial Complaint

  Date:05/12/2023

  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've literally been getting charged over and over and over again for phone service and came to the conclusion they just keep shutting my phone off anyway even though I'm on a government payment plan so they pay my bill of $30 of it and I've still had to turn my phone back on by paying them sometimes twice a month

  Business Response

  Date: 05/24/2023

  May 24, 2023
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No: 20050250
  Re: ******************************;   
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *********************************. In her complaint, ******************** states that Cricket Wireless suspended her service after she made her payment.******************** has the *** benefit on her account which pays $30 of her service bill.
  
  We attempted to contact ******************** to get more information regarding her complaint on May 17, May 18, and May 22, 2023, but we were unsuccessful in reaching her. To investigate ********************** concerns, we need to be able to communicate with her.
  
  Should ******************** still require assistance with her concern she may contact *****, Cricket Wireless Corporate Escalations Manager,at the number provided.
  
  We thank ******************** for her communication, and we will be available to assist her should she still desire.
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  **********************************************;
  *******, ** 30319 
  /NG 
  
  

• Initial Complaint

  Date:05/11/2023

  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 charged me for a product (sim card) I never received and now says that it should've been automatically refunded. also stated via chat that it's a bank issue, citadel my bank says it absolutely is not. cricket they refused to give me an email, stating what they told me. the back will not refund without documentation. the customer service number leads no where, eventually hanging up on customer.

  Business Response

  Date: 05/21/2023

  
  20048604
  

• Initial Complaint

  Date:05/10/2023

  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.

  *************************** was tefted my cell phone about 02/05/2023.******************** call Cricket Wiress trouble shooting a few days after. I told them to turn cell phone off in my name. With the phone number ************. With the email address *************************** What the problem is they have been take about $250.00 out of my checking account pay for the service for 5 months since tefted. *** Bank charges me $70.00 for each time they pay if no money in my account. *************************** has owed the *** Bank about $600.00 for the past 5 months because of the phone that was tested 55 months ago.

  Business Response

  Date: 05/23/2023

  May 22, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20038153
  Re: ***************************
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In the complaint, ****************** explained an issue with his bill statements. ****************** is asking for a refund.
  
  We attempted to contact ****************** at the number provided to gather more information on May 15, May 17, and May 22, 2023,but we were unsuccessful in reaching him. To investigate ******************* 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