Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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Complaints

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

Customer Complaints Summary

1,347 total complaints in the last 3 years.
396 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:02/18/2023
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 have been with Cricket Wireless for at least 10 years. I have bought phone with them before usually in the store. Last month, I bought one online and it was delayed with the delivery. When it was delivered couple days late their system never updated it. The phone was defective the *** card was already activated under a different account. I tried to return it because their system I wasn't ********* almost 6-8 weeks later, Cricket Wireless suspended my account on 2/17/23 due to charge back according to their employee. She refused to do anything about it and didn't put a supervisor on the line when I requested twice. Instead she put back to the queue. . My plan is $40 a month. In February I paid $5 because that was my balance. My account is suspended for $46. No text was sent no email. I want to be refunded for whatever amount I pay
Business Response
Date: 03/06/2023
********
Customer Answer
Date: 03/06/2023

Complaint: 19428666

I am rejecting this response because:
I spoke to someone on 3.2.2023 over the phone for about 18 minutes. At the end, he told me he would credit of $50.Before that, I had credit of $35 in my account, which means I should have seen $85 credit in total to my account. As of 3.6.2023, there is a credit of $35 not including the $50 promised by the man.

Sincerely,

*********************
Business Response
Date: 03/09/2023
********
Customer Answer
Date: 03/10/2023

Complaint: 19428666

I am rejecting this response because: I did not talk to him this week after being lied to last week. I had two missed calls from him because I did not want to lie to. I would like to have a copy of that conversation. As I said before last week whoever I spoke to told me about the credit of $50. He did not mention how I was going to see on the app.

Sincerely,

*********************
Initial Complaint
Date:02/18/2023
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 have ***** cricket wireless customer since *************************** has had my card information on file since 2016.Since every month I pay for my phone service using cricket wireless auto pay.For the past six months for no reason cricket wireless suspended my phone service in middle of the night and I call cricket wireless every month using the same card that cricket wireless lies claiming that it's not working and pay extra $4 to have the phone service restored.Every month I talk to cricket wireless customer service and they claim it shouldn't have any issues the following month.Since it happened again tonight and I paid the free loading cricket wireless extra $4 I want cricket wireless to refund my $4 and all the extra $4 they have been charged my account for no reason.Since the card I use to pay my cricket wireless service works well and has no issues.cricket wireless is a free loading thieves and they are charging my account extra every month for no reason.
Business Response
Date: 03/07/2023
March 7, 2023

Better Business Bureau
Online Complaint

Complaint No: 19427853
Re: ***********************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************************
In this complaint, **************************** states he has been on autopay for years. The past 6 months his service has been suspended for no reason. *************************** contacted Cricket Wireless multiple times and the issue is not resolved. **************************** is requesting a refund for the customer assistance fees he has incurred.

We attempted to contact *************************** via the number on the complaint and via email on February 18, 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
Initial Complaint
Date:02/15/2023
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.
I have been with H32**3430313731323232H before they were bought out by AT&T. They have been dropping their eSim card. Prior to getting my phone out of fraudulent activity, my eSim card was dropped four times and I started getting fraudulent activity on my **** of America card and my phone. All of my accounts were locked up. I had to redo my password several times. I called H32**3430313731323232H corporate about getting out of this phone. I am not happy with the service. I did not file a contract because it was prior to their merger. I have never been delinquent with payments. I have had major fraud, spoofing and malware, someone is messing with me. I don&#**;t believe I should be under a contract. I can&#**;t even get into my account because everything is associated with ******* area code phone number.
Business Response
Date: 03/09/2023
March 9, 2023

Better Business Bureau
Online Complaint

Complaint ID: ********
Re: *****************;

This correspondence is in response to a complaint filed by *************** in the complaint, ********** states that her eSim card was sent to her 4 times, and immediately started to see fraudulent activity on her **** of America credit card and phone. Due to this issue ********** had major fraud, spoofing and malware.

On March 3, 2023, we contacted ********** to gather more information about her case. ********** explained how insecure she feels since she bought the device at a ********************** Authorized Retailer to request her device to be unlocked.

Cricket Wirelesss Device Unlock Policy states: If you have a Cricket phone, it may have been programmed with a lock that prevents it from operating with other compatible wireless networks. Cricket will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer,and you have met the following unlocking requirements:

The device you want to unlock has been active for at least six months of paid service on that device.
The device is designed for use on and is locked to Cricket's network.
The device has not been reported lost or stolen.
The device is not associated with a fraudulent account.

To view the full, unlock policy please visit *************************************************************************. Crickets Unlock Policy is part of the terms and conditions of service which customers accept at the time of activation and each month upon renewal of service.

We researched ************ devices and found that her device is not eligible to be unlocked. Without waiving Crickets Terms and Conditions, , we made an exception and unlocked Ms. ********** device.

We informed ********** that the unlock process will be completed once the device is activated with the new carriers SIM card.

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

Regards,
Cricket Wireless, Customer Support
1025 ******************
*******, ** 30319
/NG

Customer Answer
Date: 03/10/2023

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:02/15/2023
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.
Recently I found out That cricket does. not allow my bank to send my transaction be sent to me via sms text an also when I bought a ******* and it had 7 day return warranty and was late one day late and they didn't allow a return. from the ***** biggening was a nightmare from the charger broke days from perches the wrong cord sales person looking over my shoulder during my trip out of the sate from 4g to lte was a nightmare was dangerous. on and on but the ***** thig is the sales person trayng to hack my bank account ***********
Business Response
Date: 03/09/2023
March 9, 2023

Better Business Bureau
Online Complaint

Complaint No: 19412034
Re: *************************;

Dear Sir/*****,

This correspondence is in response to a complaint filed by ************************** In his complaint, ************** stated that Cricket Wireless does not allow his bank to send transactions via text. ************* also explains that he attempted to return his ******* device at the retail store after just one day, and they would not accept it. ************* is very unhappy with the experience he had and the service he received.

We attempted to contact ************** on March 3, 6, and 7, 2023, but we were unsuccessful in reaching him. To investigate Mr. ****** concerns, we need to be able to communicate with him. Should ************** still desire assistance with his concern he may contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.

We thank ************** for his communication and will be available should he need our assistance in the future.

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ********************
*******, ** 30319
/NG
Initial Complaint
Date:02/15/2023
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.
I have recently switched service to cricket wireless and purchased the premium plan because the hot spot and the high speed data. I have experienced less then slower data connectivity over 75 percent of the time i have used this provider for the past three months with speeds equivalent to dial up. I have called multiple times a month to customer service who reset the network ask if my phone is up to date restart etc but i believe i am paying for service I am not reciveing as my daughter has had a similar issue of paying for sim cards not recived and refusal for a refund.
Business Response
Date: 03/10/2023
March 9,2023

Better Business Bureau
Online Complaint

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

****************************************** is in response to a complaint filed by *************************. In the complaint, ************ states she purchased new service and expected to receive high speed data but speeds are not meeting her expectations. She is requesting a refund for service.

We attempted to contact ************ to gather more information on March 7, March 8, and March 9, 2023, but we were unsuccessful in reaching her. Should ************ still wish to have assistance with her concern, she can contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.

We thank ************ for her communication and look forward to assisting her with her concern.

Regards,
Cricket Wireless
Customer Corporate Relations
1025 ********************
*******, ** 30319
/JL
Initial Complaint
Date:02/14/2023
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 filed a claim to restore a broken phone. However I was told I couldnt proceed with it because I dont have the right driver license and was discriminated against for not having the proper document. They do however collect every month for insurance on the phone but denied my claimed for a new phone.
Business Response
Date: 03/10/2023
March 10,2023

Better Business Bureau
Online Complaint

Complaint No: 19407332
Re: ***********************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***********************. In the complaint, ****************** states he attempted to file an insurance claim with ******* but was not successful due to the documentation he provided.

We contacted ****************** on March 10, 2023 and discussed his concerns. We explained the process on how to complete his claim. We also explained to him that his line is eligible for an upgrade and qualifies for a discounted device. ****************** explained he would rather process an upgrade and will reach us if he has any other questions.

We thank ****************** for his communication and look forward to assisting him with his concern.

Regards,

Cricket Wireless
Customer Corporate Relations
***************************************************************************
/JL
Initial Complaint
Date:02/13/2023
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.
i bought an unlocked cell phone from best buy. i chose Cricket for the provider. Cricket has a lock on my phone. I spent 3 hours trying to resolve the problem. Cricket has no right having my phone locked I own this phone I bought an unlocked phone.IEM I # *************** CRICKET ACCOUNT # ********* PHONE # ************
Business Response
Date: 03/01/2023
March 1, 2023

Better Business Bureau
Online Complaint

Complaint No: 19399449
Re: ***********************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***********************. In the complaint, **************** states he purchased a new device from Best Buy that was unlocked. He is requesting his device be unlocked.

We contacted **************** on March 1, 2023 to discuss his case. He states he has already resolved his concerns and had no further questions.

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

Regards,

Cricket Wireless
Customer Corporate Relations
1025 **********************************************************************
/JL
Customer Answer
Date: 03/02/2023

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:02/13/2023
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.
WName on cricket wireless account Is unavailable on complaint with the ***** confidentiality and safety are my personal concerns as a result of my continued illegal, business activities, and personal identity theft incidents.Original Cricket wireless phone plan-$120.00 per month and includes active four active phone lines and numbers- name on the account is the name is the name of the father and husband of persons on family plan- customers duration of time with cricket wireless 8+ years. Phone numbers in the account which have been authorized by Acct. Owner ************ ************ ************- phone number removed from account the first half of the year 2021. Wife of administrator of family plan, wife becomes deceased, as of 10-08-2020. Phone number was removed from family plan first half of 2021. 949- this phone number and line was not added to the account until after the phone line for ************ had been removed ************** Cricket supervisor and fellow associates have allowed unauthorized access and made account changes.cricket wireless has not verified customer personal identity with security. Such as pin, or security questions and answers. Allowems an u authorized person to open a phone line on the same family plan without account owner authorization. For 12+ months cricket wireless charged for the unauthorized line that had been fraudulently added in account. After speaking with supervisor. Supervisor claims monthly charges for unauthorized mobile line are at fault of account owner. Requesting refund for all unauthorized mobile phone line charges. charges dating back to 2021 amounting in $50-$60+ Each month the line and been activ me and charged on monthly basis
Business Response
Date: 03/07/2023
March 7, 2023

Better Business Bureau
Online Complaint

Complaint No: 19397634
Re: ******************;

Dear Sir/*****,

This correspondence is in response to a complaint filed by ************************* in the complaint, **************** explains that Cricket Wireless allowed an unauthorized person to add a device to her family plan without their consent. **************** is requesting a refund.

We attempted to contact **************** on ***************************** we were unsuccessful in reaching her. To investigate ****************** 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 the number provided.

We thank **************** for her communication and will be available should she need our assistance in the future.

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ********************
*******, ** 30319
/NG
Initial Complaint
Date:02/13/2023
Type:Sales and Advertising 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 have an email showing that Cricket Wireless approved a refund for ****** which was the price of the phone I sent back. They refunded my credit card ****** when I called I spoke to a supervisor named ****** who refused to refund me the ***** owed due to an upgrade fee. However,like I explained to ******. That is not what shows in the email. Instead the my tried to offer me a **** credit off of my bill and this is not acceptable.
Business Response
Date: 02/22/2023
February 22, 2023

Better Business Bureau
Online Complaint

Complaint No: 19392397
Re: *******************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *******************************. In this complaint, **************** states she placed an online order and returned the order for a refund. **************** did not receive the full refund for her order. **************** is requesting she be refunded for upgrade fees.

We reviewed **************** order and provided her with a refund. On February 18, 2023, we notified **************** of our findings and ask that she allow 5 7 business day to see the refund on her statement.

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

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Customer Answer
Date: 02/22/2023

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:02/10/2023
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.
December 4, 2022 my phone became unusable. I purchased a new phone Dec 27/28. I called Cricket Wireless (***********) to obtain a credit for the month of December. Throughout January 2023, I called Cricket several times to speak to a manager. However, I was placed on hold and subsequently disconnected. After this occurred several more times, I contacted my bank to file a disputed charge. My bank credited my account Feb 7. Cricket Wireless received the debit Feb 9 and shut off my phone for non-payment. Today Feb 10, 2023, I have called Cricket (***************) more than 7 times to continually be placed on hold and subsequently disconnected. I recorded the last conversation. The customer service agent recalled my interactions from Dec 2022 including my request for a credit with no action taken to date. My desired resolution is a credit with active phone service.
Business Response
Date: 03/03/2023
March 3, 2023
Better Business Bureau
Online Complaint
Complaint ID: ********
Re: ***********************
Dear Sir/Madam,
This ************** is in response to a complaint filed by ***********************. In this complaint, ****************** states she was unable to use her service for the month of December. She is requesting a refund for her payment.
We researched Ms. ******** account and found her account shows usage for the month of December. We would also like to remind her of Crickets terms and conditions which state that: We do not guarantee the availability of the wireless network or any Wireless Services. You will not have access to our network outside of our coverage areas. Coverage maps,available on our website or in store, show a high-level approximation of wireless coverage and there are gaps in coverage not shown by this approximation; actual coverage may vary and be affected by terrain, weather,foliage, buildings, signal strength, high-usage periods, customer equipment and other factors. Our full terms and conditions can be found online at www.cricketwireless.com/terms.
We contacted ****************** on March 3, 2023 to inform her of our findings. We explained our findings and charges on her account. We also 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
Customer Answer
Date: 03/09/2023
Cricket Wireless did not call me on March 3, 2023 to discuss the policy nor do I see the credit. I know they could not have talked to me, nor did they leave leave a message.
Business Response
Date: 03/30/2023
March 30, 2023
Better Business Bureau
Online Complaint
Complaint ID: ********
Re: ***********************
Dear Sir/Madam,
This ************** is in response to a rebuttal complaint filed by ***********************. In this rebuttal, ****************** is asking for a refund and active phone service. She also experienced poor interactions with our ************* Team to try and resolve this issue.
In Ms. ******** previous case, we communicated with her through email,and we received responses from her. We explained we would not be able to issue a refund for the requested amount.
We also explained our Cricket Wireless Terms and Conditions in her first BBB case. We communicated with her on March 3, 2023 via email and explained to her that we applied a onetime credit to her account. This was completed on the same day and was used towards her next months bill.
We contacted ****************** on March 3, 2023,to inform her of our findings. We explained our findings and charges on her account.We also agreed to provide a one-time courtesy credit to her account.
We respectfully request that this complaint is closed at this time, as we are unable to comply with Ms. ******** request.
Regards,
Cricket Wireless
Customer Corporate Relations
************************************************************************
/JL

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Cricket Wireless, LLC is NOT a BBB Accredited Business.