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.
397 complaints closed in the last 12 months.

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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:02/01/2023
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 went to the cricket wireless store to have them apply my new acp application to my account. I had recently changed my number and it needed to be updated. The customer service representative never applied my new application to my account. They instead applied it to my old phone number. I had no knowledge of the mistake until recently when I noticed that the amount of my phone bill had not been reduced. Instead of admitting their error customer service told me that I would have to go through and submit another application because my new one had expired. So I asked if some sort of credit would be applied to my account and they said no because it was a privilege that I even had it on my account. It was supposed to be applied to my account September of 2022. The employees in store said that it was already on my account which it was not.
Business Response
Date: 02/27/2023
February 27, 2023

Better Business Bureau
Online Complaint

Complaint No: 18961549
Re: *****************;

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***************** in the complaint, ************** explains that she recently changed her number, and her ACP benefit was applied to the old account. ************** is requesting a credit.

We attempted to contact ************** on February 13, 23, and 24,2023, but we were unsuccessful in reaching her. To investigate Ms. ****** 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:01/31/2023
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 December 2022, I switched to Cricket Wireless because of 2 reasons: (1) half the cost of my current service company and (2) Cricket's website advertises that one can bring your own 5g phone. If your phone is vetted by Cricket to be 5g compatible then you will get 5g service. BUT, once you switch to Cricket, you can't get 5g service. Then, you contact Cricket technical support and told that ONLY CRICKET PHONES can get 5g service.This is a classic case of "bait and switch" AND "false advertising".Please investigate.
Business Response
Date: 02/13/2023
February 13, 2023

Better Business Bureau
Online Complaint

Complaint No: 18956714
Re: *****************

****************************************** is in response to a complaint filed by *****************. In the complaint, ************** states, he switched to Cricket Wireless and attempted to use his own device. He explained he was not able to use his 5G service due to his device not being compatible. ************** feels he was given wrong information and is requesting this be investigated.

We attempted to contact ************** to discuss our findings on February 2, February 3, and February 9, 2023, but we were unsuccessful in reaching him. Should ************** still wish to have 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 with his concern.

Regards,
Cricket Wireless
Customer Corporate Relations
1025 ********************
*******, ** 30319
/JL
Initial Complaint
Date:01/27/2023
Type:Delivery 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 December 17, 2022 I went into Cricket Wireless to inquire about new phone and was told the one I wanted was not in the store but they "could order it for me and I would have it in 2-3 days". I paid $508 for phone. The phone never came and was told by Cricket in December that they received the phone back after it was unable to be delivered on 12/20/22 (I regularly get deliveries with No problem) That I would see reimbursement back within **** days. This never happened. After calling again they "opened a case to work on and will hear from someone within 3-5 business days - which I never heard from. Calling back AGAIN on 01/13/23 I filed a complaint with Cricket...then received another text "the case is being worked on and would hear back within 3-5 days". After that time frame I get another text saying exact same. Today, 5 business days later I have received ANOTHER text saying SAME THING, for the fourth time!!! At this point Cricket has $508 of my funds and I have not received ANYTHING (which at this point I do not want). I JUST WANT MY MONEY REFUNDED AND CRICKET HAS DONE 0 TO GET ME REIMBURSED, ALTHOUGH THEY ACKNOWLEDGE I HAVE NOT RECEIVED THEIR PRODUCT.
Business Response
Date: 02/10/2023
February 10,2023

Better Business Bureau
Online Complaint

Complaint No: 18896593
Re: *************************

Dear Sir/Madam,

This ************** is in reference to a complaint filed by *************************. In this complaint, **************** is requesting a refund for the device she purchased and never received.

On February 1,2023, we issued **************** a refund in the form of a check (check number **********) for the device she did not receive.
We thank **************** for her communication and trust that this explanation properly addresses her concern.

Regards,
Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Initial Complaint
Date:01/27/2023
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.
1/25 cell phone stopped working. Called cricket they claimed the primary number on the account had been ported out using my private PIN. Filed reports with FTC/Experian and dealt with Discover and Gmail as he had ordered a new card and signed up for numerous items using my Gmail account. Created a new Cricket account using the secondary number on the account (my wifes) we used a new email address password and PIN we had never previously used because we were concerned what had been compromised.Later that evening approx 7pm my wifes line was also ported out by cricket. when contacting them via online text services to report the issue they claimed, again, that our personal PIN was used to port the number out. The PIn had not been inputted into any website and was only available to me and the cricket representative on the line. There is Either a breach of security on Crickets systems or one of their employees is the culprit.The month of February Has been paid for with Cricket wireless and the account has a 90 dollar balance. 2 of the phone lines have been ported out and we have switched cell phone providers because we cannot trust their security. People should be aware of Crickets lack of security, via insider threat or network vulnerability. The effort of dealing witht he port out fraud cost me a day of leave (8 hours at 70 dollars an hour) to open new accounts close old accounts and untie accounts related to the phone numbers they allowed to be ported out.
Business Response
Date: 02/06/2023
February 6, 2023

Better Business Bureau
Online Complaint

Complaint No: 18939002
Re: *************************

Dear Sir/*****

This correspondence is in response to a complaint filed by *************************. In his complaint, ************** states that two of his phone numbers were ported to another carrier without his authorization.

We want to assure ************** that his account security is a top priority for Cricket Wireless. After researching his account, we believe that he may have been the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual may then have used his phone numbers in an attempt to gain access to other accounts where they use his phone number for verification. If he hasnt already done so, we advise ************* to file a police report regarding the suspected identity theft.

************** advised that he opened a new account with another service provider. Although we do not issue refunds for unused service, we made a one-time exception to issue ************** a refund for the month of service he was unable to use.

We apologize to ************** for the inconvenience he experienced in attempting to resolve this issue.
We thank ************** for his communication and trust that this explanation properly addresses his concerns.

Cricket Wireless, Customer Support
1025 *******************
*******, ** 30319
/KM
Initial Complaint
Date:01/27/2023
Type:Product 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.
Ordered a phone. The order should of been canceled per their policy. They shipped it anyways. I Sent the phone back. I have a charge of $294.99 on my credit card. Spent over 9 hours on the phone with them, currently on phone with them for 1hr36 min. The phone has been received by them. No one can tell me why I'm being charged. They broke 2 of their own policies. Refund within 10 days. Cancel order within 48 hours. Tracking order 1Z2E09798716512214 Delivered Tuesday 11.1.22 @ 10:20am on dock. Return authorization#RA20318574 Order#**************** Their internal work ticket WT64363208 processed on 11.2.22 I reported these charges as fraud with my credit card company. Cricket reopened the charge saying it was a valid charge. They canceled my service when I did this because $25.00 of it was part service plan. I had to pay the $25 to turn phone back on. So now the amount being charged isn't even accurate. I've been disconnected by customer service by them disabling my cell service while in middle of call. Only to me able to make 911 calls. They called and left a message. When they reactivated my phone, showing I had a miss voice-mail. Hands down worst customer support ever witnessed. I'm currently been on phone 1hr 53 min. 45 of them have been waiting for a supervisor. They purposely transfer you and make you wait hoping you hang up. After 2 hours on the phone, they disconnected the call. Supervisor never answered. This has happened numerous times The address given is where the phone was returned to. Please help me, their customer support will not.
Business Response
Date: 03/28/2023
********
Initial Complaint
Date:01/26/2023
Type:Customer Service 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.
******* 23, 2023 My name is *************************. I am complaining about the service of Cricket Wireless. I bought my iPhone 14 on December 29, 2022, at Cricket retail at 9282 ********************************************************************, the name of the rep is **************** I was there, I requested the Purple iPhone the store didn't have it on hand which I had to order it and have the phone shipped to my home location in *********, **. FYI: My phone was bought in full $923.45 at the store in ******, **. Not only did the rep didn't give me accurate information she told me that I had 15 days to cancel and return the phone. She did not tell me the correct information about how long I had if I wanted to cancel the service and return the phone. Not only that, but she also went into the account and *****up my account by putting information that I had never asked for or given her any approval for. When I received my phone on ******* 4-2023, I tried to activate my service on my NEW iPhone 14 it did not work. ******* E the sales rep gave me her phone number and told me if I had any problems to call her and she could fix the service for me. Not only did the phone not work the e-SIM card did not respond to my new iPhone. I had gone to ALL the Cricket locations in *********, ** for someone to help me, finally, one store was able to get a New e-SIM card on my iPhone, but that didnt fix the issue of my account not being corrected. Here it is, ******* 23-2023, and my account is still not up and running correctly. Ive tried since ******* 4, 2023, and I still could not get my account set up on the My Cricket app. Ive called the sales rep ******* E about the problem and she said that she can go into the system and fix the problem, whatever she did my account is *****up which made the problem even worst. I have been calling the phone number for customer service ************ and they told me that they couldnt do anything for me, that the sales rep *****up my account, and that I have to go back and have her fix the problem. I would call every day and get rude, and nasty customer service reps on the line that would hang up on me and put me on hold, and never come back. Cricket customer service reps are rude and nasty! I would not recommend this company to NO ONE. I have tried to cancel my service but they would not let me cancel this service. I want to get out of this company and go somewhere where the services are better. My whole issue is getting out of Cricket service and going to another company. I need this resolved ASAP.
Business Response
Date: 02/13/2023
February 13, 2023

Better Business Bureau
Online Complaint

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

Dear Sir/*****,

This correspondence is in response to a complaint filed by *************************. In the complaint, **************** explains her experience with activating her new phone.

We contacted **************** on February 09, 2023, to discuss her complaint. **************** described her experience when she contacted the Cricket Care Team to activate her new phone. Her device is now active. We agreed to unlock her new phone.

Cricket takes pride in our customer experience and is committed to providing excellent customer service. We value feedback and apologize for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.

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

Regards,

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

Customer Answer
Date: 02/13/2023

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:01/25/2023
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.
I took my phone in Jan. 19th 2023 to get service on it. ***** took my phone and said it would be $25 activation fee and I chose $60 a month for unlimited service. She took $98.18 off my debit card...after transaction she told me my phone would not work with Cricket. I asked for the money to be back on my card and she said they could not. I then offered to buy one of their cheaper phones...she went to the back to get one and when she came back she told me I would have to pay another activation fee. She then told me I would be better off going to ******* to buy a phone. I ended up paying $98.18 for no service or phone. After I got home I tried to talk to someone but only got bots. I decided to send an email to Cricket but no response has been sent to me.
Business Response
Date: 02/06/2023
********
Initial Complaint
Date:01/24/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I brought our phones to cricket. According to their system, both phones passed compatibility tests using their IMEI numbers.Our charges included SIM cards, activation fees, and a month of service for 150$.As soon as the sim cards were inserted and payments were made, it became apparent that one of the phones was unable to make calls. The manager told us in the end that the phone was not compatible with their service after spending two hours at the store. There was a list of compatible phones, but my phone wasn't on it. However, I wasn't informed of this list until after I had been charged. Furthermore, they claimed that my payment was non-refundable. In my case, the most basic feature was missing, which was the ability to make a phone call! They claimed all features were not guaranteed.I have filed a claim with the *** and at BBB. I also called Cricket's corporate offices, which were no help.It feels like I was scammed and cheated... A complete bait and switch. Not to mention how slow the "5g" service is.. even a simple scroll on Instagram was very slow... They also tried to feed us some line of c*** that they were near a courthouse with a cell tower blocker... However the speeds were just as slow all over *********.
Business Response
Date: 02/06/2023
********
Customer Answer
Date: 02/06/2023

Complaint: 18880520

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 02/09/2023
********
Customer Answer
Date: 02/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:01/23/2023
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 currently have service with cricket through a federal ACP program giving me free service for 4 yeats. This morning I woke up to my phone being shut off and it started I have to pay *****. I called cricket at 8:30 a.m EST and they were not open nor did their automated service tell me why my service was disconnected. I then made a payment in order to have my service restored as it is the only phone I have as a means to contact or be contacted by anyone. I later called and was able to get thru to a representative who told me my ACP plan had been interrupted and that I needed to contact ACP. I contacted ACP and they immediately resolved the issue by give nge my application ID. I called ******************** back and they are unwilling to refund my ***** payment saying they have no way to do so however they did confirm they WERE already paid by ACP. I want my ***** refunded to me as they have been payed for the service by myself and ACP. If they can take the money so quickly they can refund the money just as fast. Thank you
Business Response
Date: 01/30/2023
provided refund
Customer Answer
Date: 01/30/2023

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:01/23/2023
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.
Dec. 20,2022 I entered my new cc info in my account info. Saved info online. When my bill was due Dec 29, Cricket did not use my new info. Turned off my phone and put a hold on my account. Went to the ******, ** store to get it straightened out. ***** said my new info was in system and all should be good. Evidently not! Had to pay my January bill due Dec 29 by phone. Today did an online purchase and found out Cricket still had a hold on my account. Cant find anyone to talk to. Been a Cricket customer since they were AO so thats 16+ years. Needs to fixed now. Please help!!!
Business Response
Date: 02/09/2023
February 9, 2023

Better Business Bureau
Online Complaint

Complaint No: 18882379
Re: *********************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ********************************* regarding Cricket Wireless. In this complaint, ************************** states that on December 20, 2022, she updated her AutoPay information, but on December 29 when the bill was due, her service was disconnected for non-payment. ************************** would like to resolve this issue.

Upon reviewing Ms. ************ account, we found she has been trying to update her AutoPay information since December 2022. We contacted ************************** on February 8, 2023, to informed her that on February 3, 2023, the account was enrolled on AutoPay correctly.

According to Cricket Wireless Auto Pay Terms and Conditions, available online at **********************************************************************************: If you turn Auto Pay on fewer than three days before your payment due date, we'll charge your Auto Pay card starting with your next month's payment. You'll still need to make a one-time payment for your current month's service.

As a one-time courtesy, we provided ************************** a credit to her wireless account for the reactivation fee.

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

Regards,

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

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Cricket Wireless, LLC

Cricket Wireless, LLC

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Cricket Wireless, LLC

Cricket Wireless, LLC

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Cricket Wireless, LLC is NOT a BBB Accredited Business.