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

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  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

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  Cricket Wireless, LLC

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

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  Cricket Wireless, LLC

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

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  Cricket Wireless, LLC

  11560 S District Dr South Jordan, UT 84095-5539

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:05/05/2023

  Type:Order 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.

  Yes I ordered a Moto 5g Stylus 2022 phone and received someone elses Moto g stylus 2022 thats not a 5g phone that I ordered. Not to mention the invoice has someone elses name address and order number on it. It was put in the wrong shipping box by Cricket. Now they are giving me a hassle about getting the Moto 5g Stylus ***************************************************** so I can place the correct order again. They tell me to send back the wrong item wich isn't an issue at all I am going to do that but they also expect me to wait up to ******************************************************************************************************* the money. I would just like to be able to get the Moto 5g stylus 2022 sent to me so I can activate it.

  Business Response

  Date: 05/26/2023

  May 26, 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 he placed an online order and believes he received someone elses order. He is requesting a refund or replacement.  
  We researched ******************** concerns and found he returned his device.  It was received on May 4, 2023.We processed his refund back to his original form of payment and he can expect it within 3-5 business days.
  We contacted ****************** on May 26, 2023 to provide our findings. We explained his refund has now been processed. We also provided our contact information in case he has any other questions or concerns.
  We thank ****************** for his communication and trust that this explanation properly addresses his concern.
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  ************************************************************************
  /JL 

  Customer Answer

  Date: 05/26/2023

   
  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:05/04/2023

  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.

  My local store is located in ****** ******** but I believe this to be a problem with the company as a whole, which is why I listed the address of the corporate office in my complaint. I have been a long time customer of ********************** and have been on automatic payments for years. I recently needed to upgrade my plan to include a little more data which I did through the app. The plan I selected would be $10 more and I checked the box which authorized them to use the same card that I already had set up for my automatic payment plan. Because I was so close to my next billing date (May 2), it said they would take it out of my next bill.On May 4, my account was suspended. My regular payment of $60 had been taken off my card on the second but the extra $10 had not. I went to my local store for help. After confirming that my card was still active, had funds available, etc .. and showing her that the $60 had been taken off my card but not the extra 10, and showing her my text messages I get from cricket showing they were getting ready to take the money off my card for the billing cycle, and also showing that I was never informed via text or any other method that my payment plan was in need of updating, she still said she could not wave the $15 reinstatement fee, even though she agreed it was not my fault my phone had been shut off. She also could not help me at all until I paid the $25 to unsuspend my account and if I wanted to pay in the store, it would be an extra $4 service fee. The manager was called and she indicated that this issue has come up a lot recently and the only way to resolve it is by paying the reimbursement fee. I did call and talk to someone at customer service they said they were looking into it and then hung up. I then got a txt saying my current payment plan has been removed. My account is still suspended and I am switching companies but I believe Cricket Wireless is trying to scam me and other customers and I think this needs to be looked in to.

  Business Response

  Date: 05/17/2023

  May 16, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20020703
  Re: ***********************
  
  Dear ********** ************ correspondence is in response to a complaint filed by ***********************. In the complaint, ****************** explained an issue with the May bill statement. ***************** is asking for a refund.
  
  We attempted to contact ****************** at the number provided to gather more information on May 9, May 15, and May 16, 2023,but we were unsuccessful in reaching her. To investigate Ms.******** concerns, we need to be able to communicate with her. Should ****************** desire assistance with her concern she may contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.    
  We thank ****************** for her communication and will be available should she need our assistance in the future.
  
  Regards, 
  
  Cricket Wireless, Customer Support
  *************************************************************************
  /NG
  
  
  

• Initial Complaint

  Date:05/04/2023

  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 would like to file a compliant against Cricket Wireless. It' seems like this is the lengths you have to go in order to either get help or fix issues. I attempted to setup a new line on Tuesday May 2 and 3. All we needed to do was simply add an additional line and setup a new phone. The phone was compatible and ready. We were reassured by one representative that we just need to call back and add they would take it from there. After that I was on the phone for two days and spoke with at least **** people I was either hung up on or couldn't understand the people I was working with. Long story short they couldn't figure it out and we couldn't add another line to the new phone. We told them to cancel the second line we decided to go elsewhere to add another line. May 4th I get my automatic bill. Two lines are added and now I'm being charged for an additional line that we couldn't use or couldn't even be setup. This mind you happened literally over the course of a few days. I was told by a representative that they could remove the line but I would be still charged for the additional line. This is beyond ridiculous. I'm not paying for something that one was never setup correctly, used, and it's not my problem they couldn't get it to work. After we told them we were not interested the line should have never been added. I checked literally one day before and I only had one line on my web-based portal. However the second day when I checked back two lines were magically there. This is a scam. They are taking advantage of people. I'm willing to provide any additional information, paper work dates and times I spoke with representatives etc.

  Business Response

  Date: 05/26/2023

  May 26, 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 he attempted to add a new line to his account but was not successful. He requested the line to be cancelled. But unfortunately, this was not completed, and he was charged for additional service. **************** is requesting a refund for his additional payment.
  We researched Mr. ******* concerns and found he was charged an extra payment for the line that was not activated. Based on our findings we processed a refund of his last payment. **************** can expect his refund processed back to his original form of payment within 3-5 business days.   
  We contacted **************** on May 26, 2023 to provide our findings. We informed **************** his refund has now been processed. We also provided our contact information in case he has any other questions or concerns.  
  We thank **************** for his communication and trust that this explanation properly addresses his concern.
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  ************************************************************************
  /JL 

• Initial Complaint

  Date:05/04/2023

  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.

  The district manager over the Phone City- Cricket Wireless stores is abusing power causing ridiculously high turnover rates, affecting sales, and killing business morale for the employees that do try to stay. She terminated me today (5/4/23) after consistently harassing me after a odd encounter with corporate in which they gave me praise, but I could tell she was envious and disapproving of the good compliments I was getting. From there it has been 3 weeks of nitpicking and writing me up for minute issues. Especially since, if they had been a problem she shouldve addressed them earlier. On top of that, *** watched her sabotage 2 managers into quoting (at the ******* location and the ***** location) by bullying or not offering them support as their District manager. She comes across as if she cannot be bothered. She doesnt handle her managerial duties for stores she doesnt care for (I.e. *******) such as not ordering inventory so the store can have stellar sales, not doing her duties to cover for managers when they cannot come in, not holding every employee accountable for coming to work (which comes across as favoritism), and not being honest about business practices such as pay, benefits, scheduling and overall support. Its so much that I witnessed in my 7 months there that never sat right with me, but I held my tongue to avoid being targeted myself. Yet, I still became a target as someone who wouldnt roll over and kiss the ground she walks on. She refused to give me any of my write *** and never responded to my messages concerning work prior to termination, but she expected her workers to have blind loyalty to her when she has not the slightest amount of respect for **. She comes across as if we are disposable.

  Business Response

  Date: 05/11/2023

  May 11, 2023
  
  Better Business Bureau    
  Online Complaint
  
  Complaint No: 20019619
  Re: *************************;  
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by **************************** the complaint, **************** states that she was an employee of Phone City Cricket Wireless Authorized Retailer, until recently. ************** is requesting an investigation of that locations management team.
  
  All Cricket Wireless Authorized Retail locations are independently owned and operated.  ************** was an employee of that specific store location.  ************** will need to contact the senior leadership team or ************************* of that Phone City location. 
  
  On May 9, 2023, we contacted the Phone City leadership team to make them aware of the complaint, so they could investigate her concerns and take any action they deem necessary.
  
  We thank ************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  ********************************************************************* 30319
  /NG

• Initial Complaint

  Date:05/04/2023

  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 March my phone was temp disconnected due to non payment.once the bill was paid .neither phone worked.i have been going back and forth with cricket..now I'm being told the towers are broken..they also mentioned this in the beginning.i was told there would be a credit on the phones for the month of service..they didn't put a credit on until I paid $18...they had me going across town to get new sim cards that I was unable to pick ** in store was also told ** store they couldn't be mailed..I'm forwarding you messages...there have also been many phone calls at least 20 minutes to an hour at a time...I feel like there not doing anything to correct **** issue.there has been nothing posted online or on the local news about towers or any other issues with cricket service.. they told me in the beginning..it was the towers!!! I was in able to send all text messages but I do have them all

  Business Response

  Date: 05/17/2023

  May 17, 2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20015390
  Re: *********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ********************* regarding Cricket Wireless service. In this complaint, ************** states she started experiencing connectivity issues after her account was suspended due to non-payment.
  
  We attempted to contact ************** on May 12, May 15 and May 15,2023, 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:05/03/2023

  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.

  On April 25, 2023 my Cricket Wireless phone was disconnected for nonpayment. On April 26, 2023 I went on the Cricket website to pay my bill of $65.00. I did not receive a confirmation number and my phone was not reconnected so I assumed the charge did not go through, so I then again repaid my phone bill. I later checked my bank account to find that both charges had been taken out of my bank account. On April 27, 2023 I went to a Cricket store to get help getting the extra $60.00 refunded to me. I was told by the store employee that there was a website outage on the 26th but I did have a credit balance and it should he refunded within 3 business days. It did not get refunded so I called the Cricket help line and was told I would not be issued a refund because too much time had elapsed. This was not my error as it was a Cricket website error so I believe they are withholding my money from me that I did not intentionally pay.

  Business Response

  Date: 05/26/2023

  May 26, 2023 
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No: 20014005
  Re: *******************
  
  Dear Sir/*****, 
  
  This correspondence is in response to a complaint filed by *******************. In this complaint, ************** states he attempted to make his monthly payment online and ended up making two payments to his account. He requested a refund for one of his payments but was not refunded.
  
  We researched his account and found there was a double payment made on April 26, 2023. His second payment was applied towards his account as a credit. Mr. ******************* is due on the 25th of every month.
  
  We contacted ************** on May 25, 2023, and explained our findings. We explained we would be happy to issue a refund, however his bill is due on May 25, 2023 and will be paid using the credit on the account. ************** will not have to make another payment. We provided him with our contact information in case he had any other questions or concerns. 
  
  We thank ************** for his communication and trust that this explanation addresses his concerns.
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  **********************************************;
  *******, ** 30319 
  /JL 

• Initial Complaint

  Date:05/02/2023

  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 went to get a new phone and our bill is 86 dollars the employee caught it and said you have a 60 dollar plan did you know they were charging you 86 a month for over a year. So I called the corporate building or office. The only thing it says is sorry the person that has this voicemail hasn't set it up yet . They make sure they give you to a CSR that barely knows English . Then I waited over 15 minutes because that's how long I was told it be . I waited 20 minutes .

  Business Response

  Date: 05/24/2023

  May 24, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20009605
  Re: ***********************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***********************. In this complaint, **************** states she visited a Cricket Wireless Authorized Retailer to pay her bill and the employee informed her she is on the $60.00 rate plan and was charged $86.00 per month for over a year. **************** is requesting a refund.
  
  We reviewed **************** account and agreed to refund her for the fee she incurred when her service was suspended. We contacted **************** on May 23, 2023, and advised her, we have credited her account.
  
  We thank **************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  *****************************************************************
  /BN

• Initial Complaint

  Date:05/02/2023

  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 went into a Cricket Wireless Store located at ***********************************************************. The purpose of the visit was to get a hotspot for my daughters smart phone. I pay my bill on time every month. O May 1,2023. I was advised by **************** that it was ***** to add a hot spot for 1 month of service.. I paid the *****. On May 2, 2023, I tried to use my phone. My account has been suspended for non payment. I had paid my bill on April 26, ****. Cricket Mobile required me to pay ***** to be reconnected. I spoke to their customer service who explained that my account which is due on May 2,****. So I paid for 1 day of hot spot service. So for ***** for which I thought I had paid on May 1,2023 Cricket suspended my account, I was offered a **** dollar credit. I want the 1**** reconnection fee back. Their employees English is horrid. They are also a bunch a clowns.

  Business Response

  Date: 05/08/2023

  May 8, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 20009080
  Re: *********************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *********************************. In this complaint, ******************** states she visited a Cricket Wireless Authorized Retailer to add a hotspot. ******************* purchased the hotspot and the next day her services were suspended. ******************* is requesting a refund.
  
  We reviewed ********************** account and agreed to refund her for the fee she incurred when her service was suspended. We contacted ******************** on May 4, 2023, advised her, we have credited her account.
  
  We thank ******************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  *****************************************************************
  /BN

• Initial Complaint

  Date:05/02/2023

  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.

  My phone number was ported out without my authorization. My account was current, and now it's cancelled with 4 days remaining in the service. Cricket states I authorized the port of my number to another provider, I state I didn't do that. I have no phone service while waiting on Cricket to get their investigation completed.

  Business Response

  Date: 05/24/2023

  May 24, 2023
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No: 19985022
  Re: ***************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by ***************************. In this complaint, ****************** states his number was ported without his authorization.
  
  We contacted ****************** on May 17,2023 to discuss his concerns. He explained he has activated service with a new carrier and no longer needs his original wireless number.  
  
  We want to thank ****************** for his feedback and apologize for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when we fail to meet that experience. 
  
  We thank ****************** for his communication and trust that this explanation addresses his concerns.
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  **********************************************;
  *******, ** 30319 
  /JL 

  Customer Answer

  Date: 05/24/2023

  I'd like my account refunded since they didn't fulfill their obligation to my monthly subscription. 

   

  Cricket contacted me in an email only stating they see my number is active.  I explained I have a new carrier and a new number, and no longer need their service.  

  Business Response

  Date: 05/25/2023

  May 25, 2023
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No: 19985022
  Re: ***************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a rebuttal filed by ***************************. In this rebuttal.****************** is requesting a refund for his last payment made on his account.
  
  We researched Mr. ******** account and found his last payment was made on March 24, 2023. We would like to advise ****************** of Crickets terms and conditions which state: Amounts paid for Service Charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your Account is suspended or canceled, for any reason, any remaining balance will be forfeited. Full terms can be found at www.cricketwireless.com/terms.   
  
  We contacted ****************** on May 25, 2023 to discuss our findings. We agreed to make a one-time exception and completed his refund. ****************** can expect his refund back within **** business days.
  
  We thank ****************** for his communication and trust that this explanation addresses his concerns.
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  **********************************************;
  *******, ** 30319 
  /JL 

  Customer Answer

  Date: 05/25/2023

   
  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 if reimbursement is fulfilled back to my account.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/02/2023

  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.

  Have a 60$ monthly with two lines. Had to start up pymt extension this month and paid $20 for 1st pymt. 50$ pymt as second pymt would finish it. However, I asked for another extension pymt for the same period thinking it would be less than 50$ but it's still 50. Should be half that roughly.

  Business Response

  Date: 05/16/2023

  complete