Complaints

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

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  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

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  Cricket Wireless, LLC

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

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:03/04/2023

  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 husband's friend was going through hard times. So my husband purchased a phone from him thinking it was his phone he was selling for the money. We got the phone connected. Shortly after it was reported as stolen and the line was suspended. We went to Cricket to purchase a new phone with a new number in September. Today(3/4/22) my sons phone was disconnected. I then realized how much I had been paying and contacted Cricket to find out why I was paying $96 for one line. They explained that I was paying for the new line and the line that had been suspended. The representative stated that he could see there was no phone purchased or in use with that suspended line. I requested that my account be credited the difference that I had been paying since September. He said he was unable to honor the request. As he doesn't have access to do so. He connected me with a supervisor named ******** in an attempt to resolve the issue. ******** began the conversation by saying we will not be crediting the account because you have been paying the bill and I am just now questioning the the amount. Also because I get notifications telling me how much the bill is and I'm also able to see the amount paid on my bank statement. I explained that I was simply paying the bill as a loyal consumer as I should. And also the phone belongs to my 12 year old. Therfore I was not the one receiving the texts. I reminded him that Cricket is month to month. So how was that line still active? And why were the lines connected when one phone and one line was purchased? Again he explained that it was my fault for not paying attention. And no credit will be applied. I am requesting that the call be reviewed for customer service, ******** be retrained as a customer service representative and supervisor, and the credit be applied to the account. Thank you

  Business Response

  Date: 03/29/2023

  refunded

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19539755
  
  I am rejecting this response because: that was not what the representative and I discussed. She said they would refund $25 for six months. And also if there was a 5th line connected at any period of time to one account I would need to be refunded for that as well. Because at one point I had 3 lines connected at **** There should never had been a 4th or 5th line on one account 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/29/2023

  submitted refund for remainder of money

  Customer Answer

  Date: 03/29/2023

   
  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:03/03/2023

  Type:Customer Service 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 February 11, 2023, I ordered a phone plan, which included an iPhone 11 and an unlimited cricket more x3 (60UNLMRE) service plan (order number: ****************). I received the iPhone with the sim card and instructions to start service (port out of Metro PCS) on February 13, 2023. It has been almost one month and I am still without service. I have called numerous times to the customer service line and have received false information every time, each representative takes about an hour over the phone and then tell me that the service will be restored in 2 business days. Two business days later, no service. This has escalated where I had to speak to a supervisor (on Friday 24, 2023), which was the last call made to the customer support number, by the name of ****** who created a case (#C-NRIHEC) and told me to wait 3 to 4 business days. Up to this day, no service and the problem still persists. Again, I have called numerous times to the customer service line for long periods of time over the phone and nothing has been done to resolve this issue. I have gone to the Cricket store (located at **********************************************************************) to try to resolve this issue and they turn me away immediately stating that they are a franchise and I bought my phone online, refusing to even talk to me about this matter. Up to this point I would like my money back and return this device and cancel this service! Please help me resolve this issue. I feel that this company is taking advantage of their customers by doing absolutely nothing and taking customer's money. Pleas help to resolve this matter. Thank you!

  Business Response

  Date: 03/27/2023

  provided credit

• Initial Complaint

  Date:03/02/2023

  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 and attempted to reactivate my son's account and paid the money they told me to buy the Sim card which I did and then called them to tell them I received the Sim card to activate the account they told me I had to pay another ***** plus ***** on top the ***** I had already paid. I refused asked.for a supervisor they hung up on me

  Business Response

  Date: 03/07/2023

  March 7, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 19526994
  Re: *****************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *****************************. In this complaint, ****************** ****** she contacted Cricket Wireless to reactivate her account and was told she had to pay for service and purchase a new SIM card.**************** also paid for additional fees. **************** is requesting a refund, or her service s be restored.
  
  On March 7, 2023, we reviewed ***************** account and determined the account was suspended. We assisted **************** with an account credit to restore her service. We also provided **************** with her new monthly rate and due date.
  
  We thank **************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

• Initial Complaint

  Date:03/02/2023

  Type:Product 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.

  I recently switched over to SPectrum wireless as Im an employee with them and I receive a discount. I started the process yesterday about 3 pm of porting my number to spectrum, from Cricket it took until 7 p m to finish. So first thing this morning I called Cricket to inform them that I had switched and I see they took money out of my account for service starting on March 3rd, today is March 2nd the day before the month of service that I payed for yesterday. I told them I would like my money refunded, as I cancelled my service with them 2 days before the new month started they told me they couldn't refund the money.I have nothing but good things to say about cricket, up until this point. All I want is my money refunded for a service I didn't get. my ph number for the cricket account was ************

  Business Response

  Date: 03/03/2023

  March 3, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 19525713
  Re: *******************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ******************* regarding Cricket Wireless service. In this complaint, ************** stated she canceled her service two days before her due date and Cricket Wireless refuses to issue her a refund.
  
  Upon review of the account, we determined that ************** authorized Cricket to electronically debit or charge the card each month in the amount due for her monthly Cricket service two days before the due date of her payment. This agreement can be found at ***********************************************************************************; ************** confirmed acceptance of Cricket s Terms and Conditions via SMS on June 3, 2020. We also sent a due date reminder on 02/28/2023 that payment would be debited from Ms. ****** account on March 1, 2023.
  
  Per Cricket Terms and Conditions, we do not refund payments for service.Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If the account is suspended or cancelled, for any reason, any remaining balance on the account will be forfeited. Additional information can be found online at www.cricketwireless.com/terms.
  
  Although we normally do not issue refunds for unused service, as stated in our terms and conditions, on March 3, 2023, we made a one-time exception and reversed the payment ************** made prior to cancelation.
  
  We thank ************** for her communication and trust that this explanation properly addresses her complaint.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /KM

  Customer Answer

  Date: 03/03/2023

   
  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:03/01/2023

  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.

  March 1, 2023. I went in to upgrade my cellphone. Was quoted one price by one employee, and I was told to wait ten minutes because the phone shipment was barely arriving. I was then assisted by another employee, and was given a different price, 30 dollars more than was originally quoted. Her explanation was that they had to charge me extra because I had to buy an accessory for the new phone, because a lot of people were commiting fraud with the income tax. So I had to buy an accessory for the new phone because of that. I asked her, what if I don't want or need an accessory for the phone, and she stated again I had to purchase one because of the fraud being committed with the income tax.

  Business Response

  Date: 03/09/2023

  March 9, 2023
  
  Better Business Bureau 
  Online Complaint 
  
  Complaint No:19522770
  Re: *************************
  
  Dear Sir/*****, 
  
  This correspondence is in response to a complaint filed by *************************. In this complaint, ****************** states she visited a Cricket Wireless Authorized Retail location to purchase a new device and was given incorrect information. She states she was advised she needed to buy an accessory to complete her transaction.
  
  We researched ******************** concerns and found she purchased her new device on March 2, ******** receipt for her transaction did not show any accessory purchase. Her new device is currently active and in use on her account.
  
  We contacted ****************** on March 7, 2023 to explain our findings. We informed her we will communicate this complaint and her concerns with the management team of that location.  We provided her with our contact information in case there were any other questions or concerns.
  
  We thank ****************** for her communication and trust that this explanation properly addresses her concerns. 
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  ************************************************; 
  *******, ** 30319 
  /JL 

  Customer Answer

  Date: 03/09/2023

  The purchase I made on an upgraded cell phone was done at a different Cricket wireless location. In that location they also wanted to include an accessory for the phone and insurance on the device , and I asked if it was mandatory I purchase those. The lady assisting me said no, I didn't have to purchase either if I didn't want to. At that location they were courteous, professional, and helpful. Unlike the first location, which is where I've done business for years. After my purchase at the second location, I explained to the lady assisting me what had happened the day before after the other location and described to her the person who had assisted me there.  She stated knowing who I was talking about. My issue isn't so much with the business itself, but with the way the employee forcefully, rudely, and unprofessionaly wanted me to purchase something I didn't need, or she wouldn't sell me what I went in to purchase. How many other customers has she, and continues to do this to? That particular business site needs to be more aware of how their employees address and assist their customers. I take it as her being racist and judgemental towards my persona. That's a whole other issue, and there was another customer there who can testify that what I'm saying that employee stated is true. 

  Business Response

  Date: 03/16/2023

  March 16, 2023
  
  Better Business Bureau 
  Online Complaint 
  
  Complaint No:19522770
  Re: *************************
  
  Dear Sir/*****, 
  
  This correspondence is in response to a complaint filed by *************************. In this complaint, ****************** states she visited a Cricket Wireless Authorized Retail location and provided her feedback regarding her poor experience.
  
  We previously contacted ****************** on March 7, 2023 to explain our findings. We informed her we will communicate this complaint and her concerns with the management team of that location.
  
  We want to thank ****************** for her feedback and apologize for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when we fail to meet that experience. 
  
  We thank ****************** for her communication and trust that this explanation properly addresses her concerns. 
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  ************************************************; 
  *******, ** 30319 
  /JL 

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service 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.

  Feb 19, online purchase order # **************** to switch mobile carriers to Cricket Wireless. Order included 2 day shipping for Universal SIM Card Kit Item Number: STHN4005 **** and first monthly service fee 30.00.total of ***** after tax, charged to card.Days later no arrival of 2day shipping card.Called and was to get refund.They directed me to online form.I completed online form, still no refund.Today I call, lengthly hold times only to be told customer service was wrong **** that warranty **** could issue refund. Transfered and on hold again, warranty **** said no- that customer service needs to escalate to back office, and transferred me back to customer service directing me to tell whoever answers phone "escalate to back office" **************** ignores me and attempts to sell me their service. I repeated what I was told to say, on hold again and then customer service hung up on me.A few minutes later they attempted to cut my service and switch to them without my permission.

  Business Response

  Date: 03/15/2023

  sent

• Initial Complaint

  Date:02/28/2023

  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 Cricket Wirleless prepaid card for $60 from ******* which was then stolen a few days afterward. When I tried to have the Cricket customer service representative look it up to see if it was used, he told me there was nothing he could do about it. When I pressed him further and asked how that could be since their computer system has to have a way to track the card since that is how my account gets paid (purchase amount is tied to that card then gets applied to my account when activated) he then tried to say there was a way to look it up but there was nothing he could do to help me. I also went to ******* and they informed me that Cricket has the ability to look up the card number to see if it was activated or not. I simply want Cricket to look up the card and apply the $60 to my account if the stolen card was not used/activated. I am signed up on a $60 unlimited plan and ended purchasing another $60 prepaid card on February 21, 2023 so that I could keep my account active-total of $120 paid for service that should have only been $60.

  Business Response

  Date: 03/15/2023

  ********

• Initial Complaint

  Date:02/28/2023

  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 2/22/23/23, I visited a local Cricket Wireless store to request getting some assistance about goiing to a country where Cricket has not purchased any towers. So there is no coverage, not even roaming service in the event of an emergency. We discussed the option of sim cards for that country. In the process of the inquiry, my phone was unlocked. I explained that I didn't want it unlocked until close to the day I was leaving. There was no problem with locking it back up. My complaint isn't with the local service center.On 2/27/23, I made another inquiry about my secuirty concerns and implementing sim card changes. I had concerns about not having cell service from when I arrived back to the US. In the course of the conversation, without my permission, the customer representative told me she had unlocked my phone. I told her that I had not requested the lock, that I wanted it to remain locked to prevent hacking or compromise with my data. She claimed it wasn't unlocked, but that it would lock when I arrived in the country and inserted the sim card, and that I would be able to put the US sim card back in when I arrived back and it would automatically lock again. For whatever reasons, she was didn't want to change my phone to locked. Whereas, the local store didn't have a problem in respecting my request and concerns the week before. Her claims weren't credible to me at the time, but I allowed myself to be pressured into briefly acceptlng them. My phone reads "no SIM restrictions", which is a universal message for being unlocked. I was lied to. My phone was indeed locked. I called Cricket again. I expressed secuirty concerns over keeping my phone unlocked, especially when it comes to financial trasactions. The representative refused to.I expect feedback from Cricket with my complaint and a written explanation of their policy as to why they unlock phones without consent and then refuse to lock them with request.

  Business Response

  Date: 03/15/2023

  March 14, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint ID: ********
  Re: **********************;     
  
  This correspondence is in response to a complaint filed by *********************** in the complaint, **************** states that on February 22, 2023, she visited a Cricket Wireless store to request information about using her Cricket phone outside of the country.  **************** was informed of unlocked devices and international SIM cards. When **************** reached out to the Cricket ************* Team on February 27, 2023, regarding her security concerns, the representative unlocked her device without her authorization.  **************** would like her phone to be locked. 
  
  On March 1, 2023, **************** contacted Cricket **************** about the issue. We contacted **************** to explain that unfortunately, once a device is unlocked it cant be locked again.  We also informed her that an unlocked device does not cause any security concerns. A lock is an exclusive software thats put on the phone by the manufacturer as per the requirement of the carrier that sells the device so the device can only be used with the carriers network. 
  
  **************** explained that the issue is that the phone was unlocked without her permission. Unfortunately, *************** ported out on March 7, 2023.  
  
  We thank **************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  Cricket Wireless, Customer Support
  ***********************************************************************
  /NG

• Initial Complaint

  Date:02/27/2023

  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 01/09/2023 my phones were turned off, I had just paid my monthly bill on 12/28 so I knew it wasn't for that. Cricket is stating a "chargeback" was done. They also stated it was from back in September. I already paid for the chargeback that was done In September. I believe it was 10/24 is when I paid for the chargeback on September. I have contacted both my banks, my original bank and my cardholder bank and neither show a chargeback done. I have printed all paperwork off, bank statements and everything. I feel I deserve my $270 back because it was an error in their system.

  Business Response

  Date: 03/15/2023

  provided a credit

• Initial Complaint

  Date:02/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2022. We purchased a phone (Dream 5G) and added a line to our plan. Within one week, the phone became inoperable, saying it was corrupt. Got a warranty replacement phone, same model, refurbished not new. Pulled it out of the box, charged it up, and the first time it was turned on, we got the same results. Phone is corrupt, within the firmware. We have been on the phone with customer support, attempting to have our bill credited for the time we have not been able to use. As well as attempting to get a replacement phone of the same features and price but of a different brand. We have been trying to get in touch with a supervisor only to be told that we would get a call back. Have not received any callback from higher management. The warranty department will not replace the device without approval from customer support who in turn keeps transferring us to the warranty department.

  Business Response

  Date: 03/07/2023

  March 7, 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 purchased a new device in August 2022 and within a week the device was inoperable. ******************** made a warranty claim and received a refurbished model with the same issues.  ******************** is requesting a credit to his account and a device of a different make and model.
  
  We attempted to contact ******************* via the number on the complaint and via email on February 28, March 1,and March 2, 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
  1025 ***************
  *******, ** 30319
  /BN