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

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless, LLC

  1030 Norwood Park Blvd STE 406 Austin, TX 78753-6610

• 

  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

• 

  Cricket Wireless, LLC

  1120 Lancaster Dr NE Salem, OR 97301-2933

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:04/15/2023

  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.

  A customer service representative on 04/03/2023 between the hours of 6:00 pm and 9:00 pm MST provided my information to a scammer without verifying their identity, resulting in the transfer of my phone number to a different phone. This leaves my phone without service giving me an off-network error and provided access to my bank account through ******** authentication resulting in an attempt to wire transfer $941.14 to a ********** account in the *****************. (Now scammers have my personal information.) I paid $68.00 on the 25th of March for the following month (April 2023) of service I did not receive. Plus the inconvenience of taking off from work to go to a Cricket store in Sugarhouse to get a new SIM Card and number I never received because the **************** rep refused to set it up on her end and told the store manager who tried to help to sell me a new service, a service I already paid for disregarding the instructions left by ***** in there ********** to fully compensate me. ***** in their ********** gave me a Case ID: C-UDQOHK.

  Business Response

  Date: 05/01/2023

  May 1, 2023
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No:19940476
  Re: ****************************;  
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by ***************************. In this complaint, ************ states that his wireless numbers were fraudulently ported out to another carrier without his permission. ************ is requesting a refund for service.    
  
  We want to assure ************ that his accounts security is a top priority for Cricket Wireless. After researching his account, we believe he may be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual may then have used Mr. ***** phone number in an attempt to gain access to other accounts where ************ uses his phone number for verification. If he hasnt already done so,we advise ************ to file a police report regarding the suspected identity theft. 
  
  Our records indicate that we were able to retrieve Mr. ***** wireless number, restore his original service plan, apply eligible credits to his account. On May 1, ******* processed a refund back to the original form of of payment for the April 2023 statement.
  
  We thank Mr. ***** for his communication and trust that this explanation properly addresses his concern. 
  
  Regards,
  
  
  Cricket Wireless, Customer Support 
  ************************************************;
  *******, ** 30319 
  /NG 
  
  
  
  

• Initial Complaint

  Date:04/14/2023

  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.

  Cricket locked my phone that I own. They said I did not keep service on it for 6 months so I have to reactivate it and keep service on it before they will unlock my phone. I own this phone and did not purchase from them. We discontinued service due to not having reliable coverage where we live. My husband has a brain injury and we were missing medical phone calls so we turned off the coverage and went with another carrier. I do not owe them money but they still will not release/ unlock my owned phone.

  Business Response

  Date: 05/09/2023

  unlocked device

  Customer Answer

  Date: 05/09/2023

   
  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:04/14/2023

  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 called in on March **************************** it was stolen . I said can u suspend the line for now. I called back on March 14 said I found the phone. They had put in stolen. I never said stolen. From March 14 to today the phone hasn't worked. I did everything they told me to do. I stayed on the line for over an hour each time I called. Each call was told something else to do. I was just led on a wild goose chase. I have not had u guys for long and I'm very ?? with your people you call. I talked to who was the manager who refused to give me someone else to talk to. They tried to blame me for the phone not working. It is on their end and they weren't smart enough to figure it out. I asked to take off the balance of the phone bill the days it didn't work. I was told we just ain't going to do that. I don't know about you but who wants to pay for a service you haven't been able to use. I would like to say u have **** poor help and they do not know what their doing. I tried to get number to call corporate office and they refused. I feel like I need to have my phone bill fixed. They refused. Is this this even a legitimate company. It seems to me u make it so we can't get ahold of anyone to complain. My number is ************ . My name is *********************** and I would like to make a formal complaint and get phone bill lowered and talk to someone. Very disappointed in your company. Please *********** your trying to s**** me over by not letting me send this.. this has gone since March 10 to now April 4 th no phone service. Would u pay a bill on a phone that has no service. I have tried for several days to call corporate. I couldn't find any way to get ahold of them. They have the worst customer service. They told me different things each time I called. One call they manually took it off stolen list. Nothing worked finally talked to some with some common sense and they did something to get kine going. I had no service from March 10 to April 4 th. I shouldn't have to pay

  Business Response

  Date: 05/02/2023

  provided credit for days of device being placed on lost list

• Initial Complaint

  Date:04/13/2023

  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.

  Contacted Cricket to cancel 1 of the 5 lines about 3 weeks ago and was reassured the line will be canceled by the end of the cycle as I was already a week into month (prepaid). I asked the rep close to 3 times, I don't care as long as it's cancelled by the before I get charged (PLEASE HAVE THE COMPANY TO LOOK AT THE LOGS). But sure enough sneaky-cricket failed to cancel the line (****) as promised and hit me again for "another" month of service! I asked to speak with a supervisor which was a waste of time as she "once again" failed to address my issue! This is the 2nd time the company has failed to deliver (1st time was last year after my grandfather plan was changed without my concern to a higher price... Even though they called it grandfathered). I am requesting to be credited $25 for their mistake (again, look at the logs of when I contact cricket 3+ weeks ago).

  Business Response

  Date: 04/13/2023

  Could you please see that this is redirected to Cricket wireless?

   

  Looks like weve requested it be moved before?

   

  Thank you,

   

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

  Manager

  Office of the President

   

  AT&T Services, Inc.

  **********************************************************************
  m  ************   |  **************

  Business Response

  Date: 04/17/2023

  ********

  Customer Answer

  Date: 04/17/2023

   
  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. Thanks for your support and assistance during this process!!! 
  

  Cricket Exec Staff worked diligently and professionally to resolve this matter to my full satisfaction.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/13/2023

  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.

  Cricket told me that it would be a ***** reconnect fee if I turn it back on before the 30 day because I paid the bill for the line and now I am being told they keep the money and people have to pay all over again ***** dollars to have line reconnect. That is called theft of services! I want this investigated. I want that line reconnected by tomorrow! With no charge since they were paid in full

  Business Response

  Date: 05/04/2023

  provided one time credit

• Initial Complaint

  Date:04/13/2023

  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.

  Bought a total of two phones feom cricket both ened up being demo phones not working properly .Took back to the merchant and merchant states these phones are not good phones and unsure why representative sold me the phones. Refused to provide me a refund. Phones returned weeks after purchase.The service is terrible inteenet does not work properly.

  Business Response

  Date: 04/20/2023

  April 20, 2023
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No: 19926093
  Re: *******************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *******************. In this complaint, ************ states she purchased two devices that did not work properly. She is requesting a refund.       
  
  We researched Ms. ***** concerns and found her devices are outside of the Cricket Wireless 7-day return policy. ************ has also ported her lines and canceled her account on April 15, 2023. Her last payment on the account was made on April 4, 2023.
  
  We contacted ************ on April 20, 2023, to discuss our findings. We offered to issue a refund of her last payment made on her account. ************ agreed, and we issued a refund back to her original form of payment. ************ had no further questions.
  
  We thank ************ for her communication and trust that this explanation addresses her concerns.
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  **********************************************;
  *******, ** 30319 
  /JL 

• Initial Complaint

  Date:04/10/2023

  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 have paid a ************** so many times when i log in to my online account it shows i don't owe anything but I keep having to make payments then i switched my acp over to cricket and they paid 30 dollars but i cant understand why it has not been applied.

  Business Response

  Date: 04/27/2023

  
  April 27, 2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 19915354
  Re: *******************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ******************************* regarding her Cricket Service. ******************* states she made several ********** payments that are not been applied to her balance.   ******************** also transferred r her ACP benefit to Cricket Wireless.
  
  We contacted ******************** on April 27, 2023, to address her concerns. We agreed to issue a one-time credit to her account.   ******************** was happy with our resolution and had no further questions.
  
  We thank ******************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  Cricket Wireless, Customer Support
  ***************************************************************************
  /NG
  

• Initial Complaint

  Date:04/10/2023

  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.

  Hello,I use Cricket Wireless's turbo hotspot (100GB data per month). I have been using this hotspot and data plan since May 2022. At the beginning of every month, the data resets back to 0. All of a sudden, after 4 days of use this month, I received a suspend notice stating I used all of my data. More specifically, I was told I used nearly 90GB of data in a single day.I have all of my records from previous usage statements, and nothing comes close to this type of usage. In fact, I generally do not use more than 4-5GB of data per day. This hotspot is for work use only. The system and applications are the same as they have been. I tried chatting with two agents at Cricket, neither of them were helpful. They repeated the same prompts over and over, and told me there was nothing they could do. They refused to look at my previous usage, and kept directing me to add more money to my account to get more data. If there is something wrong with the way the data usage is being counted, why would I do that? My account currently is currently paid ahead 3 months, because I always like to ensure that I have money in it for easy payment status.I do not wish to use a company that refuses to own up to their error and help me come to a resolution. They just kept telling me to add more money and that my next billing cycle would reset my data status. That still leaves me with nothing for 20 days, as well as some sort of issue with the data usage rates on their end.I plan to cancel my service as soon as I can.

  Business Response

  Date: 05/02/2023

  provided refund

  Customer Answer

  Date: 05/04/2023

   
  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.They have responded to my request and actions have been addressed.
  
  
  While the data usage remains a mystery (their investigation and response to my inquiry on how the data could have been used in a single day was very poor and dismissive), they have refunded the money I had in the account. The service is also in process of deactivation, as I no longer wish to be a customer of ********************** due to the handling of this situation. The refund of money and service deactivation, however, has satisfied my request as I have since moved to a different company. I cannot trust that Cricket's measurement of data usage is actually accurate. As such, I have agreed to consider this matter closed. Thank you for your investigation.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/05/2023

  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.

  So I went into cricket wireless on how to turn a phone on for my daughter to get her phone service the guy sold me phone service and told me to go home to activate the pin. Well, she did not check her phone to let me know that the phone was hooked up to another plan and that she has to have that planned for three or six months then she can, take the plan somewhere else. The guy just sold it to me without checking anything and charge me for a plan I called cricket customer service to try to get my money back. They said they cannot. I told him its not my fault you have a guy working for you that does not check phones to see if they could be hooked up or not if he wouldve told me that I would never bought a plant I wouldve bought a new phone for her eventually.

  Business Response

  Date: 04/18/2023

  April 18, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 19901635
  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 port-in a number to her account. After the transaction was completed, it was determined the device is locked to the previous ***************************** is requesting a refund.
  
  We reviewed **. ******** account and processed the refund. On April 18, 2023, we contacted ****************** and informed her the refund check has been processed, to allow 5 7 business to receive the check via ** mail.
  
  We thank ****************** for her communication and trust that this explanation properly addresses her concern.
  
  
  Regards,
  
  Cricket Wireless, Customer Support
  ****************************************************************
  /BN

• Initial Complaint

  Date:04/05/2023

  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 $55 prepaid phone card at ******* Mon 3rd at 3:30 pm and it took four tries to get recording that asked for the ten digit pin to activate the card.I received a confirmation text at 3:35 pm that Cricket received my payment. My service was shut off April 4 and I once again was let without service until I went to the Cricket store after 3 pm. He called their service and was told I had added photos for an extra $10, he said she doesnt have any additional anything added. I do Not and have not added anything additional services. The assistant tried to say I went from the $60 plant to the $55 plan and that I needed to come in store to switch plans. I have always added the $55 plan 5 out if 7 months. When calling online they kept saying I needed to add a $60 prepaid card. I dont need a phone company dictating which phone plan I need .I should have never been shut off or told I needed to pay a $10 late charge or be charged a $4 for assistance from a Cricket associate. I Have went to ******* the last two months to switch to ******* anthe associate yesterday was at another location I didnt feel like driving to. The previous month I was told I needed my SIM card before they could switch me. ******* took out my SIM card two months ago , so I dont have a SIM card at that time. I stopped in ******* to switch before I wento Cricket today to see if the ******* rep was in, he wasnt. I will e switching asap. I was waiting on a response for an order , a response from a sell I was to make today and I was not able to complete this or go pay a due bill. I dont have time to waste with this c*** of a company, that shuts peoples phones off who have paid and are lied to about they need to add a higher fee card than what is desired.They are scan artist always trying to milk a customer $4 & $10 They scammed me out of $10 when they took my sim card out, a charge for a sim that wasnt even placed in my phone.They owe me for the loss use of my ************ sell today of $15

  Business Response

  Date: 04/13/2023

  ********