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, LLC

  1100 S 14th St Kingsville, TX 78363-6353

• 

  Cricket Wireless, LLC

  12018 W 95th St Lenexa, KS 66215-3803

• 

  Cricket Communication

  130 Black Horse Pike STE 316 Audubon, NJ 08106-1962

• 

  Cricket Communications Inc

  1338 S Country Club Dr # 1338 Mesa, AZ 85210-5100

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:05/10/2023

  Type:Sales and Advertising 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 2/5/2023 I visited this store with my husband to buy a phone. The seller **************** attended **, they do not give the last name. The manager, Mrs. ******** was also in the store at that time. The salesperson answered me and told ** that the phone cost $260 and included taxes. At that time, we were left wondering if the phone had accessories, we ask ***************** and he replied that he did not bring accessories but that with the purchase of the phone the store was going to give ** three accessories; Cover, wall charger and screen protector. At that moment my husband and I analyzed it and decided to make the purchase because the store was going to give ** those three accessories and we understood that we were saving ourselves paying for it. **************** made ** understand why going like this, unfortunately when he checked the receipt, I realized that they had charged me for each accessory separately and the correct price of the phone was much less $189.99 plus taxes and less a discount for being a customer on the low price at $144.24. When I went to complain, the manager ******* told me that I was subject to buying those accessories, that they could not sell me the cell phone alone, the seller said that it was a BUNDLE to which I replied "you never told me about BUNDLE". I told the manager that this was a fraud because they never spoke to me about it that they should have told me that before I bought it and told me that the phone did not sell itself, for me to decide if I bought or left to another provider, and additionally told me that the accessories were not refundable. I replied, I never bought accessories, you offered them to me for free when you said "we'll give it to you". And now you're forcing me to pay them. They fooled me. Im no agree with these people did. I need your help to find a solution to this problem.

  Business Response

  Date: 05/17/2023

  May 17, 2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20016035
  Re: *************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ************************* regarding Cricket Wireless service. In this complaint, **************** states that a Cricket Wireless Authorized Retail employee misinformed her about the purchase of accessories.
  
  Cricket strives to provide excellent service and we regret when that high standard is not met. We apologize for any inconvenience that **************** had to experience. On May 15, 2023, **************** was refunded for the accessories she purchased at Crickets Authorized Retail store
  
  We thank **************** for her communication and trust that this explanation properly addresses her concerns.
  
  Regards,
  Cricket Wireless, Customer Support
  *********************************************
  *******, ** 30319
  /KM

• Initial Complaint

  Date:05/10/2023

  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.

  I paid for cell phone service I never received. I called to get a refund i was told they could not issue refunds and that I would have to dispute it with my bank. I then went to a retail store paid my services in full then disputed the previously made payment with my bank following direction of the customer service representative. A few days after filing the dispute my services were again suspended, even though my month had been paid in full. I spoke with customer service who refused to be helpful to restore my service without another full payment.

  Business Response

  Date: 05/21/2023

  ********

• Initial Complaint

  Date:05/09/2023

  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.

  We have three phones of our cricket wireless account. Two if them experienced problems yesterday when trying to make a phone call or send a text. When making a call yesterday a message would be received stating "network congested." Today the call just drops when dialed. No texts have been going through. Today when I called for help, they told me that there were no problems with their network and that I should take the sim card out of my phone and put it into the other phone that doesn't work and see if it works. I asked how that would help if the other phone had no service either. They didn't know. When I called back again, they cut me off and did not call me back. They now tell me that my phone and the other phone are not compatible on their network. This happened before and they advised me I needed to get a new phone from their approved phones. I got one they suggested and now they tell me again that it is not approved. I want to speak with someone who knows the real reason the phones don't work and can fix the phones on m y account.

  Business Response

  Date: 05/31/2023

  May 30, 2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20038301
  Re: ***************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *************** regarding Cricket Wireless service. In this complaint, ************ states that she is experiencing connectivity issues on Crickets network.
  
  We reviewed Ms. ***** account and opened a technical ticket C-PUSXDS with our network team for further investigation.  The results of our investigation indicated that the network in Ms. ***** area is performing as expected. 
  
  Crickets Terms and Conditions state that: We do not guarantee the availability of the wireless network or any Wireless Services. You will not have access to our network outside of our coverage areas. Coverage maps, available on our website or in store, show a high-level approximation of wireless coverage and there are gaps in coverage not shown by this approximation; actual coverage may vary and be affected by terrain, weather, foliage, buildings, signal strength,high-usage periods, customer equipment and other factors.  Our full terms and conditions can be found online at www.cricketwireless.com/terms .  Customers accept our Terms and Conditions at the time of activation and each month that they pay for service.   
  
  We thank ************ for her communication and trust that this explanation properly addresses her concerns.
  
  Regards,
  Cricket Wireless, Customer Support
  ***************************************************************************
  /KM

• Initial Complaint

  Date:05/08/2023

  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.

  On April 3, 2023, Cricket Wireless credit my account of $55.00 was refunded to my checking account. Due to a disputed charge of two payments that was made on Feb 21, $50.00 and $55.00 from my checking account, in which, I filed with the ************** I applied $45.00 to my bill on April 11, 2023. On May 1, Cricket Wireless charge back my Cricket account of $102.00 and cents. They disconnected service. In order for me to restore my I had to paid a total of $102.00, in which, $62.33 came from checking account and $39.00 plus added fees from my Master Cards, in which, this was an inconvenience because I didn't have this amount to my disposal. I spoke with ***** from the **************** in Altanta, Ga, he stated that, he couldn't reverse the charged. I had to pay those fees to restore service.However, Cricket paid me back for the overcharge and then charge it back to my account after I settle with the ************** I was liable to pay $102 plus added fees to restore my service. I needed my $102.00 to be refunded. back in my account. This has been a burden and inconvenience on me financially. Thank you for helping me resolve this issue.***************************

  Business Response

  Date: 06/02/2023

  refund

• Initial Complaint

  Date:05/08/2023

  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.

  05/08/23 $59.00 Per Month for roughly 12 months.Cricket Wireless.Horrible ******** Services / Bad ******** Care Policies.Business did not attempt to reason with me and only insisted that I pay a $5 fee that randomly increased to a $24 dollar fee, I have spoken to 2 in store agents that have stated you can get a free bill extension up to 10 days and I was basically turned away or was made out to be a money tree.Account number is associated to phone number: ************

  Business Response

  Date: 05/31/2023

  May 31, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20032329
  Re: *************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ************************* In this complaint, ************** states he has a few issues with the Cricket ************* Team regarding his bill. 
  
  We attempted to contact ************* via the number on the complaint and via email on May 11, May 19 and May 23,2023. On May 23, 2023, we spoke with Mr. *************** He advised **, he could not talk and would return our call.
  
  As of May 31, 2023, ************** has not returned our call. Should ************** wish to discuss his complaint further, he may contact ******, Cricket Wireless Corporate Escalations Manager,at ************.
  
  We thank ************** for his communication and look forward to assisting him should he still desire.
  
  
  Regards,
  
  Cricket Wireless, Customer Support
  ***********************************
  *******, ** 30319
  /BN

• Initial Complaint

  Date:05/08/2023

  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.

  I purchased a new plan and all new phones for my kids on 5/6. Later on that night, I gave my daughter her first phone. A few minutes later, she comes back to me upset and disappointed because adult content spam was constantly popping up on the phone. I took the phone from her and cut the phone off. The next day, 5/7, I took the phone back to the store and asked for a new phone number since the spam would not stop. I was advised that it would be a $15 fee. I paid the fee and advised that I would call customer service the next day to have the money credited back to my account. Today, 5/8, I called customer service and was advised that I could not get a refund, although the issues with the previous phone number were not our fault. Basically I was told there were no exceptions to this rule. This is asinine! ***** pops up on a child's phone, based on a phone number that someone else had and I have to pay a penalty for it. All I asked was for the $15 to be credited to my account. Will defintely be taking my business elsewhere and will spread the word about bad business practices.

  Business Response

  Date: 05/18/2023

  ********

• Initial Complaint

  Date:05/08/2023

  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.

  Date of Transaction: May 1, 2023 Credit Card Charge: $135.23 No Goods or Services Received Out-Of-Pocket Expenses that I incurred:Motel Room = $65.00 Lost a half-day of work = $125.00 Spent a total of 6.5 hours in the retailer's store and received nothing.I have my old phone back and plan on continuing to use it until this is resolved.I filed a dispute with my credit card company of the $135.23 charge on my credit card, today, May 8, 2023.I am seeking to recover my out-of-pocket expenses which the credit card company is not able to recover.I also wish to file a BBB claim so as to warn others about my horrible experience.I also filed a complain with the Chamber of Commerce/Economic Alliance in the city where this retailer resides (they have not responded as of today's date).

  Business Response

  Date: 05/24/2023

  May 24, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20031817
  Re: *************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *************************
  In this complaint, ****************** visited a Cricket Wireless Authorized Retailer while traveling to purchase a new device. After paying for the device,the store representative had difficulty transferring information from the old device to the new device. ****************** requested his old device back. The representative provided ****************** with a loaner device. ****************** returned to the Cricket Wireless Authorized Retailer on May 2, 2023, and his i old device was functioning properly. ****************** is requesting a refund.
  
  We engaged the leadership at Cricket Wireless Authorized Retailer and were informed, the issue with the information transfer from the old device to the new device was due to the internet going down.
  
  ****************** was refunded for the items purchased. ****************** was informed the Cricket Wireless Authorized Retailer will not reimburse him for his personal expenses.  On May 22, 2023, ****************** was provided with these findings.
  
  We thank ****************** for this communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  *****************************************************************
  /BN

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20031817
  
  I am rejecting this response because:

  I understand Cricket Wireless (Corporate) response to be Were a huge corporation and we dont care about one small former customer and what happened to thembut my issue is not with Cricket Wireless Corporation my issue is with the local retailer/franchisor.  The local retailer/franchisor is the one who has inadequate internet service (back-up/contingency service) to service their customers, inadequate employee training (skills/abilities/resources) to service their customers, etc.  It was the local retailer/franchisor (in ************) that directly caused my loss day of work,caused me to have to spend a night in a local motel, the frustration and stress of spending a total of six-and-a-half hours at their store with no results,etc.  I was expecting that the local retailer/franchisor would be contacted by the BBB to address my loss, concerns,complaint, etc.
  In addition, I would like to let the local retailer/franchisor know that if they do not take my BBB claim seriously that I plan on, ultimately, pursuing this matter in Small Claim Court to recover my losses.  I have no desire to take Cricket Wireless Corporation (in *******, *******) to court, but I do have a practical ability to take the retailer in ************ there.

  
  In the meantime, thank you for your actions and support thus far.

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

  Business Response

  Date: 05/29/2023

  May 29, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20031817
  Re: *************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *************************
  In this rebuttal ****************** states his issue is with the local Cricket Authorized Retailer in ************ who has inadequate internet service and employee training to service their customers. ****************** further states due to these issues he lost a day of work and incurred additional expenses because the issue was not resolved the same day.
  
  ****************** was refunded for the items purchased. ****************** was informed the Cricket Wireless Authorized Retailer will not reimburse him for his personal expenses.  
  
  We thank ****************** for this communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  *****************************************************************
  /BN

  Customer Answer

  Date: 05/29/2023

   
  Complaint: 20031817
  
  I am rejecting this response because:
  

  Dear BBB,

  I would be satisfied if it were noted on the Cricket Wireless Retailers record (at **************************************;************, ** 52404) that my complaint was never satisfied and will never be satisfied unless I file a claim against them in Small Claims CourtAssuming that at this point in time there is nothing else the Better Business Bureau can do.  If there is nothing else the BBB can do to effect a settlement then you may close my claim and I will reserve the right to pursue the Cricket Wireless retailer in ************ **** via the courts if I so decide. 

  Thank you for your time and efforts to date.

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

• Initial Complaint

  Date:05/08/2023

  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.

  Receipt with another customer's name and credit card signature. Asked owner of the store she would not give a new print out of the account and claimed she did not have a store employee with that name.

  Business Response

  Date: 05/18/2023

  ********

• Initial Complaint

  Date:05/07/2023

  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 5/1/23 per Cricket Wireless my cell phone number was ported to a different carrier without my permission. I called Cricket Wireless 2 times on 5/5/23. They could not fix the problem. They said it would take 2-3 business days, meanwhile I'm without a phone. I'm not able to access my account so I wasn't able to provide an account number.

  Business Response

  Date: 05/25/2023

  recovered number

• Initial Complaint

  Date:05/05/2023

  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.

  This is the closest headquarters to me so I figured it was worth a shot. On May 3rd I made my usual monthly payment then on the 5th I was notified that I still owe this month's payment. So I called because according to my bank I paid. I was on the phone with 611 for 30mins, give or take, only to be told its my fault that they never got the money and I need to go talk to my bank. Eventually I just hung up because I was getting frustrated. Not 5mins after I got off the phone with 611 I received a notification saying that I was receiving a refund from cricketwirless for the full sum of this month's bill, after spending nearly 30mins trying to convince me they never got my payment. Now all of a sudden they had it? I have been with cricket for nearly a decade I have had no problems really until now but this incident is making me consider changing to another service because it is shady af and feels a little scammy. I don't want anything in return, you really just need to check yourselves and keep a closer eyes on stuff.

  Business Response

  Date: 05/17/2023

  ********