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Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

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    Customer Complaints Summary

    • 1,341 total complaints in the last 3 years.
    • 394 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/17/2023

      Type:Product Issues
      Status:
      Answered
      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.
      March 17 Made my payment and for whatever reason they will not turn my service back on. I would like to get a refund to get a different service because there customer service it horrable. I pay for premium insurance w the understanding i can get glass replacements for 30 dollars and thats a total lie. They were trying to charge ***** and refused to work w anyone

      Business Response

      Date: 04/05/2023

      April 5, 2023

      Better Business Bureau
      Online Complaint

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

      Dear Sir/*****,

      This correspondence is in response to a complaint filed by ***********************
      In this complaint, **************** states he made a payment on March 17, 2023 and unfortunately, Cricket Wireless will not restore his service.

      We attempted to contact *************** via the number on the complaint and via email on March 19, March 21, and April 4, 2023, however those attempts proved unsuccessful. 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:03/17/2023

      Type:Product Issues
      Status:
      Answered
      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 bout a phone at cricket returned before 24 hours I paid ****** They only refunded me ***** and a cord they charged me for. Doesn't a cord come with a new phone. They charged me and wouldn't refund an upgrade fee ..never asked for an upgrade. I called their home office to no avail. Please help me I'm 80 yrs old and I think they took advantage. Been a customer for many years. ** for your help

      Business Response

      Date: 03/30/2023

      March 30, 2023
      Better Business Bureau     
      Online Complaint
      Complaint ID: ********
      Re: ***********************
      Dear Sir/*****,
      This correspondence is in response to a complaint filed by ***********************. In this complaint, **************** ****** she purchased a new device and decided to return it. **************** would like her refund for the returned device. 
      We contacted **************** on March 30, 2023, to discuss her complaint. We explained Crickets refund policy and agreed to provide a one-time courtesy credit to her account.
      We thank **************** for her communication and trust that this explanation properly addresses her concern.
      Regards,
      Cricket Wireless
      Customer Corporate Relations
      ************************************************************************
      /JL 

    • Initial Complaint

      Date:03/17/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought the phone had it for 6 days the speaker blew it keeps freezing froze one time for ***** seconds screen went black rebooted my whole phone let me remind you this phone is 6 days old I want to take it back I was well within the grace ****** of the return policy the manager told me my screen was all cracked scratched which it wasn't she informed me that I couldn't return my phone had to be in perfect condition she even admitted upon trying to reset it that it was freezing on her so basically I'm stuck with the phone the speaker blown and keeps freezing as you can see in the pictures I bought it on the 10th it was the 16th when I tried to return it you see there is no scratches or anything and you hear the speaker blown.

      Business Response

      Date: 04/04/2023

      must file an insurance claim due to physical damage on the device.

    • Initial Complaint

      Date:03/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 calls were going straight to voicemail. I called customer support & he could not find the issue but said he turned of my voicemail. When he DID, I didn't realize that would wipe out the 4 messages I had but hadn't listened to - NOR DID HE TELL ME. So now not only do I stil need help with the issue, I need the issue fixed So I lost the calls & missed a call that I paid for. Now I have to pay again as missed calls are consider cancelled he customer's fault so I have to pay again. I missed an important call that I now have to repay for. A supervisor wouldn't give me her ID number also

      Business Response

      Date: 03/24/2023

      March 24, 2023

      Better Business Bureau
      Online Complaint

      Complaint No: 19605797
      Re: *******************

      Dear Sir/*****,

      This correspondence is in response to a complaint filed by *******************. In this complaint, ************ states she was having trouble with her voicemail. She contacted Cricket Wireless Customer support and the agent turned off the voicemail resulting in messages being erased. ************ is requesting compensation for missed calls.

      On March 23, 2023, we contacted ************, she advised the voicemail is working properly now. We provided *********** with a courtesy credit.

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

      Regards,

      Cricket Wireless, Customer Support
      *****************************************************************
      /BN

    • Initial Complaint

      Date:03/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 erroneously blacklisted my device's **** as being 'lost/stolen'. On 2/15/23, I bought *** card kit online from Cricket Wireless and began the process of bringing my device and number over from my previous carrier, ************* I had been using that phone since Sept. of 2021 on Boost's network without issue. The phone is an unlocked non-carrier specific ******** G7 that I had purchased privately and had checked that the **** was clean and not a lost or stolen phone. The *** card kit I had bought got lost by *** and never arrived. I notified both *** and Cricket on 2/23/23. Cricket sent me a new *** kit, and it arrived on 3/3/23. I installed and activated the card according the supplied instructions, but could not get it to work. I contacted Cricket customer service, and they activated it from their end. A single test text message was received at 6:32pm MST on 3/23 while I was working with customer support, but after that no calls or texts could be sent or received. **************** informed me that the phone was blocked on their network as a 'lost or stolen' device, and was blacklisted, which means my phone now cannot be used on ANY network, even if I leave Cricket. I asked how this could be, since my device had never left my possession, and I never reported it as lost or stolen to Cricket or anyone else. **************** told me they did not know, and when I asked if he could unblock it, he said he could not, and that I would have to use another device. I have since purchased a new phone from Cricket so that I could have a phone in the interim. I have since been trying to resolve this issue with Cricket through multiple avenues (email, phone, chat, finally an FCC complaint), and they will only respond to me as if the issue is already resolved because I was forced to buy a new phone from them after they disabled my other phone from working on ANY network.

      Business Response

      Date: 03/27/2023

      removed from blocklist

    • Initial Complaint

      Date:03/14/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Cricket Wireless changed my service plan to a higher amount, simultaneously suspended my service, and put my acct in past due status even though I didn't request the plan change and my service was setup on auto payment to be paid 5 days later. When I inquired about this I was told my acct was suspended and payment was needed immediately. I agreed to payment to unsuspend my service and informed the representative I would be transferring service elsewhere. I was told I would receive a refund for any unused service. This was on 3/1, original due date was 3/5. I transferred service on 3/4. I was told my acct would be closed when my service wa transferred and I wouldn't need to contact Cricket to close the acct and that they would issue the refund in 3-5 days. I received my credit card statement today and noticed the charge is there, but not the credit. When I questioned Cricket agent about this they told me they can't do anything for me. Seems I was misled/lied to and I'm seeking BBB assistance in resolving this matter.

      Business Response

      Date: 03/30/2023

      ********

      Customer Answer

      Date: 03/30/2023

       
      Complaint: 19596703

      I am rejecting this response because: The initial Cricket representative assured me that I would be refunded a prorated amount of the monthly usage.  The $15 refund was the difference between the higher rate I was asked to pay to unlock my service which allowed me to port my number to another carrier.  The same Cricket representative told me I would get the $15 price difference (between the $55 I was forced to pay and a lower rate of $40) refunded as well as prorated refund off the monthly usage.  I discussed this with the other Cricket representative who contacted me on this complaint.  He acknowledged that he understood the discussion I had with the previous Cricket representative and informed me that the offer made was not within Cricket's terms and conditions of service.  I notified him I did not ask the previous Cricket representative if the refund offer he made was part of Cricket's terms and conditions of service and expected the Cricket representative to know what was possible and that he was being honest with his offer.  But alas it seems that Cricket was only locking my acct to rip off their customer.  If I knew this would happen I would have instructed the initial Cricket representative to change my plan to the lowest plan available which I believe was $25.  Then the initial insulting offer would be a refund of $30 using the logic of the new Cricket representative.  The $15 refund that's been offered now was to get me back to the $40 plan they changed me to right after I was forced to pay $55 to get my service unlocked to be able to port it to another carrier.  I'm unclear how a representative of Cricket notifies the customer of the $15 refund and the refund balance of the monthly service not used is the fault of the customer.  Just as I explained to the Cricket representative that contacted me about this complaint anything less than prorated refund of the $40 plan and $15 refund (difference between the previosly mentioned plans) was unacceptable.  I question the business practice of a company that locks a customer's service without notice, forces them to pay a higher rate to get their service reinstated so they can then port their number to another carrier, offer the customer the price difference refund as well as prorated refund of unused time for the monthly service and then question the customer who files a complain when said promises weren't delivered.

      Sincerely,

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

      Business Response

      Date: 04/03/2023

      ********

      Customer Answer

      Date: 04/06/2023

       

      Complaint: 19596703

      I am rejecting this response because: the Cricket agent agreed to refund unused service plan knowing I was porting my number to another carrier since Cricket locked my acct questionably.  Cricket is claiming "their" policy is not to do so.  Cricket should honor what their agent agreed to do and retrain it's workforce to adhere to Cricket's policy.  To continue to string along a former customer like this is unacceptable.  This was explained to the Cricket agent who contacted me via phone and as noted on my last rejection response. 

      Sincerely,

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

    • Initial Complaint

      Date:03/13/2023

      Type:Billing Issues
      Status:
      Answered
      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 had to pay $35 on March 13th 2023 to activate my monthly service plan, which expired also on March 13th 2023, to enable me to get a Number Transfer Pin from **************************** I paid, Cricket Wireless then provided me with a Number Transfer Pin and then cancelled my account which therefore I cannot access or log into now. I contacted Cricket Wireless to obtain a refund and they refused. In essence I paid for a month of phone service to which the service was not provided due to the fact I decided to change phone companies and therefore costed me $35 which I would like to be refunded for due to the fact of Cricket Wireless not supplying a service, to which I paid in advance, and closing my account to which now I cannot access.Cricket Account Number:916985342

      Business Response

      Date: 03/30/2023

      March 30, 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 had to make a payment to complete his port out. He is requesting a refund of his last payment.   
      We contacted ******************** on March 29, 2023, to discuss his concerns. We found that his account was suspended at the time of his port request. His account required a payment to reactivate his service.
      Once reactivated, Mr. ********* number was eligible to be ported out. He paid the amount due and successfully ported out his number on March 13,2023. We explained Crickets refund policy and agreed to make a one-time exception and issued a refund of his last payment. ******************** can expect his refund within 3-5 business days.    
      We thank ******************** for his communication and trust that this explanation properly addresses his concern.
      Regards,
      Cricket Wireless
      Customer Corporate Relations
      ****************************************************************** 30319
      /JL 

    • Initial Complaint

      Date:03/13/2023

      Type:Billing Issues
      Status:
      Answered
      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 am a 63 year old woman and my companion is 74,in november of 2022 i purchased a phone because they said if I switch carriers I would get a free phone, and the plan was $60+$25 activation.I was charged $140, because he said it was the taxes. I switch to a $30 plan the following week 12/6/2022, I was charged $60+$5 fee, in January of 2023, I was charged $35, February over $35+$25, March$39.I paid $39 3/12/2023, and I was told that there was an issue with my card, so I used another card and $39, was taken off both cards totaling $78.I would like to be Refunded a minimum amount of $125 or more back to my card, and not a credit towards my next payments. Please and thank you

      Business Response

      Date: 03/30/2023

      ********

    • Initial Complaint

      Date:03/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 brought my own phone for service, phone was brand new factory sealed and unlocked. Now my phone is carrier locked to Cricket. Cricket says I need to reach out to the original carrier but they were the original carrier. Then they say to reach out to Apple. Apple says they cant help. I filed a ticket with Cricket to request my phone to be unlocked and they said its already unlocked. My grandma also has Cricket, brought her brand new unlocked phone and she has the same issue. Now I cannot use service when I travel overseas. I tried everything possible, reset my phone, checked imei and website says its locked. I did a ****** search and we are not the only Cricket customers to have this problem

      Business Response

      Date: 03/30/2023

      March 29, 2023

      Better Business Bureau
      Online complaint

      Complaint No: 19586994
      Re:***************************

      Dear Sir or Madam:

      This correspondence is in response to a complaint filed by ***************************. In the complaint, Ms. ************;is requesting to have her iPhone unlocked.

      It is our understanding that some retailers such as Apple applies a standard Flex Policy to devices purchased directly from Apple and third party, non-carrier retailers.  This policy and not Cricket Wireless, caused the device to attach to the carrier network of activation.  We were able to successfully unlock Ms. ******** device.
      We contacted her on March 29, 2023, informing her of our resolution and explained how to complete the unlock process.
      We thank Ms.************;for her communication and trust that this explanation properly addresses her complaint.

      Regards,

      Cricket Wireless, Customer Support
      *****************************************************************
      /NG


    • Initial Complaint

      Date:03/11/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 the afc plan through the low income government assistance phone program which offered a $30 discount on my regular plan each month if $65. Ive only had the service with cricket for a few months and honestly Im not impressed by any means in accordance with their advertised promotions and services they are trying to entice new customers with. My bill became due and the first thirty dollars from afc was due around March third. Like the agent informed me the previous month, i again opted to have my account payment extended via their suggestion of bridge pay. This was intended to allow my service plan to continue on the hugest data plan during the time the bridge payment extension of the seven days until I was able to pay the remaining balance of 35$. I called 611 and the automated system offered bridge pay and I confirmed and was given seven days to pay the difference which I paid on March 9th. I called 611 again and the automated agent stated I had a payment due of $30 to complete bridge payment extension and that I was going to have to pay w my credit card via a link the system automatically sent me and so I did. The link I was sent by cricket confirms my payment was completed within the time of my extension terms and my service was still cut off on March 11. I called 611 waited for an agent 12 minutes and was immediately hung up on while giving my name to the rep. *** Ive been without service for 12 hours after my money was paid in full already and lost several jobs as a direct result. Sat on hold another 15 mint items and the next agent was rude talked over me sounded like a robot and completely had no interest in the issues I experienced this far. Everything she advised was so rehearsed and obviously read from a script sounding very superficial and practiced. Since they obviously refused to listen to the issues I was explaining I asked for a supervisor. Time to hold for another 20 minutes and then the same non understanding and emotionless responses were what I got from the supervisor who instead told me. I still had to pay another thirty dollars to get my service back on. The acts of this type are deceptive and violate terms of the *** and the regulations of the Fair Business Practice Act. Unless I receive a call from Crickets **************** formal complaints with these agencies shall be filed. Im addition a complaint will be made to the Consumer *************** of The Secretary of State. This is unacceptable.If I had the extra funds I wouldnt have need the affordable credit in the first place and I wont allow this to happen without voicing my experience publicly

      Business Response

      Date: 03/30/2023

      March 30,2023

      Better Business Bureau   
      Online Complaint

      Complaint No: 19585035
      Re: *************************

      ****************************************** is in response to a complaint filed by *************************. In the complaint, ************ states she is enrolled in a ********* agreement and has to pay additional fees. She is requesting a refund of the fees incurred.  

      We contacted ************ on March 29, 2023, to discuss her concerns. She states she was not given the full amount she needed to pay to complete her ********* agreement. We agreed to issue a one-time courtesy credit to ************** 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 Corporate Relations
      ********************************************************************* 30319
      /JL

    Cricket Wireless, LLC is NOT a BBB Accredited Business.

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