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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

    • 1,347 total complaints in the last 3 years.
    • 396 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:02/06/2023

      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.
      Cricket sold me a defective phone that the sound keeps cutting off in the middle of a call. When I bought the phone I was told they had a display phone but I told them I didn't want a display but they sold it to me anyway without me knowing about it. I called to inform them of the problem and was told that sometimes the person you are talking to is in an area that has a bad signal. I insisted that it had happened more than once and that it had never happened before with the old cricket phone I had but they insisted that was the problem, so I waited a few more days and I called back letting them know the problem continues and that I wanted a refund but they said I had to return it within 7 days and it was 2 days past. They offered to use a warranty and get a refurbished phone but I don't want a refurbished phone I paid for a new phone and I have done this in the past and the refurbished phone is always worse than the one before. This is dangerous because my elderly mother uses it, I bought it for her. If she has an emergency the call will cut the sound off where they can't hear her and she has to call back, it happens woth every call. I am asking for a full refund of$ ******

      Business Response

      Date: 02/22/2023

      ********

      Customer Answer

      Date: 02/22/2023

      Why am I receiving these messages. Your last message said the case was closed. If it's not close it

    • Initial Complaint

      Date:02/06/2023

      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.
      check this out. I got a phone from Amazon.Went to cricket store to get a line. Eventually, sim card is working, BUT I cannot make a phone calls, to call someone. So the rep goes like, you need to wait like ***** min so the system will update your phone and everything will be fine. Waited for 20 min, in store, after NOT able to call, asked the rep for refund and rep goes we're prepaid SERVICES and for that reason there is no refund.So I left the store, removed sim card and was NOT using it at all and just two days I saw on bank account cricket charged me the full price for their SERVICES! Thugs..

      Business Response

      Date: 02/16/2023

      February 15, 2023

      Better Business Bureau
      Online Complaint

      Complaint No: 19338168
      Re: ***************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by *************************** regarding Cricket Wireless service. In this complaint, ******************** states he was charged for service he was unable to activate.

      We attempted to contact ******************** on February 10, February 13 and February 14,2023, 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 ************.

      We thank ******************** for his communication,and we will be available to assist him should he still desire.

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

    • Initial Complaint

      Date:02/03/2023

      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.
      On 12/20 I added 2 lines to my account I bought SIM kits and used d phones and activated myself.. I paid my Cricket bill on 1/5 complete bill in full according to my app leaving me a zero balance. I woke up 1/6 to service off and only way to restore at 6am was to pay balance due but there was no balance due according to the automated phone call it prompted to agree to bridge pay to restore and I did. I called back at 10am when they opened to sort it all out at which time I was told it was an error and they would clear it out and apologized. On 1/13 I wake up once again no service and I had to pay $148 restoration fee because I didn't pay the $10 fee for Bridge pay that was supposed to have been canceled. Why was I charged such a ridiculous fee for something I NEVER owed and should've never been charged in the first place. Once they realized the mistake why wasn't it credited back to my account for the next bill? Isn't it illegal to disconnect for a zero balance then charge $20 a line to restore?

      Business Response

      Date: 02/14/2023

      February 13, 2023


      Better Business Bureau
      Online Complaint

      Complaint No: 19367242
      Re: ***************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by *************************** regarding Cricket Wireless service. In this complaint, ************** states she was billed incorrectly.

      We communicated with ************** via email on February 7, 2023. ************** advised she was not willing to speak with us directly unless we were going to give her a credit for the disputed charge. To investigate Mr. ****** concerns, we need to be able to communicate with her to authenticate her account. Should ************* still desire assistance she may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.

      We thank ************** for her communication, and we will be available to assist her should she still desire.

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

      Customer Answer

      Date: 02/15/2023

      In response they did in fact email and my response was that I have spoken to a "supervisor" twice and told that the charges would stand and not be credited towards future bill or be refunded.  Even though they both clearly stated that they could see the $0 balance and not sure what warranted the suspension of services.  Why would I call yet a 3rd time to be told the same thing.  I would not have contacted BBB if Cricket was doing legal and legitimate business.

      Business Response

      Date: 02/22/2023

      February 22, 2023


      Better Business Bureau
      Online Complaint

      Complaint No: 19329725
      Re: ***************************

      Dear Sir/Madam,

      This ************** is in response to a rebuttal filed by *************************** regarding Cricket Wireless service. In this rebuttal,************** states she contacted the Better Business Bureau because she had already spoken with two Cricket supervisors and doesnt understand why she would need to contact Cricket a third time to resolve her billing issue.

      Again,to investigate Ms. ****** concerns, we need to be able to communicate with her to authenticate her account. Should ************** still desire assistance she may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.

      We respectfully request that this complaint is closed at this time, as we are unable to assist further.

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

    • Initial Complaint

      Date:02/03/2023

      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.
      A duplicate payment came from my bank account. I immediately called cricket and ask they return the money to the card it was taken from and was denied. I was told cricket can't refund any money back for any reason. I was only given one option. A credit to my account for next month. When I requested a supervisor I was disconnected. I called 2 more times before reaching another resounding NO REFUNDS! PERIOD. no other available options.I'm ******. They run to collect my money. But don't expect nothing in return for your years of paying my bill every month. Nothing from big business. Just take and take.

      Business Response

      Date: 02/07/2023

      February 7, 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 she made a duplicate payment on her Cricket Wireless account and is requesting a refund.  
      We contacted **************** on February 7, 2023 to discuss her concerns. We found she made a duplicate payment on February 2, 2023 which left a credit balance on her account. We explained Crickets refund policy and agreed to make a onetime exception and issued a refund of her credit balance.**************** should expect her refund within 3-5 business days.    
      We thank **************** for her communication and trust that this explanation properly addresses her concern.
      Regards,
      Cricket Wireless
      Customer Corporate Relations
      ****************************************************************** 30319
      /JL 

    • Initial Complaint

      Date:02/03/2023

      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 have been attempting to access my account as they say I have not paid my bill. My bill is set up on autopay and money is in my account. I have fees added to my account for late payment. Then I cant log into my account for some reason. If I pay over the phone an extra $4 is added. To add insult to injury, I have to pay bill online before I speak with a live person. This is unacceptable.

      Business Response

      Date: 02/22/2023

      ********

    • Initial Complaint

      Date:02/03/2023

      Type:Product Issues
      Status:
      Resolved
      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 phone from Cricket and returned within the allowed time frame by **** *** tracking is 1Z2E09798733914249. Cricket received the phone back on 1/20/23. Cricket promised me a credit for my phone in ten days and they have failed to provide me with that credit.

      Business Response

      Date: 02/22/2023

      ********

      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.  I finally received the credit for the phone and are perfectly happy with the credit.

      Sincerely,

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

    • Initial Complaint

      Date:02/01/2023

      Type:Customer Service 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 cricket wireless sim car was SIM swapped by a **************** Rep who did not follow security protocol on 1/27. due to this i lost all of my Coinbase currency, along with a fraud run on all of my bank accounts, and more fraud opening up additional bank accounts. cricket has been impossible to talk to in the phone, no one speaks ************** continue to get a full runaround and told they do not have a fraud department. upon asking for a supervisor i get transferred and it rings and then hangs up. zero customer service, beginning to think that is the whole concept of this company make it impossible to contact.

      Business Response

      Date: 02/08/2023

      done

    • Initial Complaint

      Date:02/01/2023

      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.
      Overcharged. Charged 3 times for a bag. I purchased 3 items and was charged taxes for each individual items and charged a bag tax for each item Discontinue the practice

      Business Response

      Date: 02/24/2023

      February 24,2023

      Better Business Bureau
      Online Complaint 

      Complaint No:18959247
      Re: ***************

      Dear Sir/Madam, 

      This ************** is in response to a complaint filed by ***************. In the complaint, ************ states he was charged 3 times during his last transaction with Cricket.       

      We attempted to contact ************ to gather more information on February 21, February 22, and February 23, 2023, but we were unsuccessful in reaching him. Should ************ still require assistance with his concern he can contact *****,Cricket Wireless Corporate Escalations Manager, at the number provided.    

      We thank ************ for his communication and look forward to assisting him should he still need assistance.

      Regards, 

      Cricket Wireless, Customer Support 
      1025 ****************** 
      *******, ** 30319 
      /JL 

    • Initial Complaint

      Date:02/01/2023

      Type:Product Issues
      Status:
      Resolved
      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 was 3 months ahead on my pay by month phone service and my phone service kept getting dropped so I canceled my account. Cricket wireless tried to send my money back to my bank which I no longer have and I told them they need to mail me my refund. They said they don't do nothing like that. So they're keeping my money. I want my money back

      Business Response

      Date: 02/10/2023

      February 10,2023

      Better Business Bureau
      Online Complaint

      Complaint No: 18965249
      Re: ***************************  

      Dear Sir/Madam,

      This ************** is in reference to a complaint filed by ***************************. In this complaint, **************** states that he canceled his Cricket Wireless service in September of 2022.  He is requesting a refund for the advance payment made for the service he did not use.

      **************** was contacted by telephone on February 6, 2023. We explained to **************** Crickets refund policy.

      According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms:  Amounts paid for service charges are non-refundable and account balances are not transferable,refundable, or redeemable for cash. If your account is suspended or cancelled,for any reason, any remaining balance in your account will be forfeited.

      Non-withstanding Crickets Terms and Conditions, **************** will be refunded two advance service payments in the form of a check
                                                                                                                                                                                                                                                                  We thank **************** for his communication and trust that this explanation properly addresses his concern.

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

      Customer Answer

      Date: 02/10/2023

       
      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:02/01/2023

      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.
      Back in October 2022 I had problems paying my cell phone bill with my ***** ********** account. I notified cricket thru their social media messaging. They assured me that the problem was fixed on their end. As of today it's not. I have the same problem when I try to pay over the phone plus they want to charge $4.00 for convenience fee. I shouldn't have to pay that when it's their issue.

      Business Response

      Date: 02/25/2023

      February 24, 2023


      Better Business Bureau    
      Online Complaint 
      Complaint No: 18964291
      Re: *******************************
      Dear Sir/Madam,  ******** correspondence is in response to a complaint filed by *******************************. In the complaint, Ms.***** ****** that in October 2022, she had a problem paying her wireless phone bill with her Well Fargo debit card. Ms. ***** notified Cricket Wireless of the problem. **************** was assured that the problem was fixed. In February 2023,Ms. ***** had the same problem.
      We contacted Ms. *****,to advise that we are currently working with the credit card processor team on a resolution for the issue she is experiencing and will email her once we have a resolution.
      We thank Ms. ***** for her communication and patience in this matter and we will be in contact with her soon.


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

    Cricket Wireless, LLC is NOT a BBB Accredited Business.

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