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

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

• 

  Cricket Wireless, LLC

  112 W 87th St STE M5 Chicago, IL 60620-1318

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:01/19/2023

  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.

  Requested a credit refund on my service because I had changed 2 days after they (cricket) did my auto pay withdrawal. They say they can't because I cancelled but I was told I would receive the payment in my bank account they withdrew on. I was given a ticket number to tell my bank to look for. If I didn't receive it by January 18, 2023 I should call them to make sure.I phoned them and each csr I spoke with was rude and refused to give me the amount owed to me. I wasn't "prepaid" like they claim. It was withdrawn by autopay.They say I'm not in their system but they asked me to confirm my last 4 of the credit card used along with the expiration date and they still have my name.. I don't know who else to turn to. I totally understand taking the 2 days I still had cricket off the amount due me but I was told I would receive the charge back by the 18. I wouldn't have been given a ticket number if that wasn't true.

  Business Response

  Date: 02/06/2023

  no answer

• Initial Complaint

  Date:01/19/2023

  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 paid 3 payments an they took my money and refused to work with me to fix the issue with me making a mistake of paying a full payment that was still totaled my payment to $48 total. The supervisors were rude gabby an ****** refusing to listen an talking disrespectful an refusing to accommodate an they keep trying to overcharge for the ********* which its not in fine print to charge extra $10 more the ********* is only to break the payments whatever our payment is into small payments. They refuse to credit my funds back because of the bad service Im encountering they took my funds on purpose an trying to get more funds sn making up reasons why they overcharging an being rude to their long term customers.

  Business Response

  Date: 01/26/2023

  January 26, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18838937
  Re: **********
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by **********. In this complaint, ********** states she was overcharged for Crickets ********* feature and would like a billing adjustment.
  
  Crickets ********* program offers customers the option to split their monthly payment in two. After the initial payment is made the remainder of the bill is due within 7 days with the first day being the date that ********* is activated. If the second payment is missed the customers bill cycle restarts and a full monthly payment is due. Applicable fees may also apply. Cricket sends reminders via text message on the date ********* is activated and the day before the second payment is due.
  We do understand at Cricket, that things do happen. Therefore, ********* extension was introduced for our valued customers.  ********* extension allows you to extend your ********* by another 7 days. If you are already registered in ********* and have made your first payment, you can call us to see if you are eligible for a ********* extension. Additional fees will apply.********* extension can only be setup by calling 1-800-CRICKET ***************).
  After researching ************ account, we found that she initiated ********* on January 5, 2023 making her second payment due by 11:59 pm CST on January 11, 2023. On January 11, 2023 she extended ********* which gave her an additional 7 days to make full payment on January 18, 2023.
   ********** failed to make final payment on January 18, 2023, therefore, the account was suspended, and the bill cycle reset. The initial ********* payment is applied to the 7 days of ********* service along with the ********* activation fee.
  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:01/17/2023

  Type:Billing 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.

  Dates of transactions are November 1st, December 1st, January 1st.$55 a month with a total of $165.Account number: ********* Phone Number associated with the account.: ************ Manager I spoke with was *******. (Would not provide any other identifying info)I was unable to use the wireless hotspot for above account due to the device not working. I called in multiple times and asked for it to be repaired or my service cancelled. I did troubleshooting with several representatives and was assured that the problem would be fixed and it was not. I asked if it could not to please cancel my service and remove autopay from my account. I was unable to cancel service myself and was told they were fixing the issue and I would not be charged. But unfortunately, I was charged for a service that I was unable to use for 3 months. Today they said are unable to refund my account and told me to contact my bank to reverse charges for the last 3 months. I was promised on multiple occasions that they would stop service and they did not. I plan to get with my bank today and hopefully get the charges reversed, but they charge for that. I should not have to take time off of work to do all of this since they did not do what they promised. Also, they said they are unable to send me any verification of cancellation, because they do not send customers emails or outside communications, other than on a Cricket Device (which mine does not work).

  Business Response

  Date: 02/01/2023

  February 1, 2023
  Better Business Bureau     
  Online Complaint
  Complaint ID: ********
  ****************************************** correspondence is in response to a complaint filed by Elisha ***** In this complaint, Ms. **** states she requested her account to be cancelled and it was not completed.   She explained she was on autopay and was being charged after her request to cancel.  
  We contacted Ms. **** on January 31, 2023 to discuss her concerns.We found she contacted the Cricket ************* Team on November 25, 2022 and requested to have her account canceled. Since her request was not completed,Ms. **** was charged for both November and December bill statements.   
  We explained Crickets refund policy and agreed to make a onetime exception and issued a refund of her last two payments. She should expect her refund within 3-5 business days.    
  We thank Ms. **** for her communication and trust that this explanation properly addresses her concern.
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  ****************************************************************** 30319
  /JL 

  Customer Answer

  Date: 02/01/2023

   
  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,
  
  Elisha High

• Initial Complaint

  Date:01/16/2023

  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.

  Purchased a cricket phone on 12/24/2022. (Order #****************)Received phone on 12/1 Returned phone in original packaging on 12/1 via cricket supplied return label *** 1Z2E09798729851833 Package received by Cricket December 6.Refund was supposed to be within 4-7 days.Called cricket for refund status on 12/29, 1/9, 1/16. After 3 hours on phone, no resolution.Was given a ticket #C8VIWSM for return via the escalation team.Amount due is $441.81 - Refund has never been issued. Seeking refund amount via original method of payment.

  Business Response

  Date: 02/02/2023

  February 2, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18819125
  Re: *****************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *****************************. In this complaint, ************************ states she purchased a device online from **********************. She returned the device in the original packaging and is requesting a refund.
  
  We contacted ************************ about her complaint on January 26, 2023. She advised that her issued had been resolved and did not require further assistance.
  
  We thank ************************ for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ************************************************************** 30319
  /NG
  
  
  
  

• Initial Complaint

  Date:01/15/2023

  Type:Billing 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 cancelled by Cricket service yesterday 1/14/23. My next billing cycle was scheduled to begin on 1/16/23. Unfortunately the autopay prepayment for the next billing cycle was taken out of my bank account yesterday. I would like Cricket to reimburse me for the money they took because the billing cycle had not yet started. They are refusing to do this. It seems illegal for them to keep money for services they will never provide.

  Business Response

  Date: 01/27/2023

  January 27, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18816344
  Re: *******************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ***************************. In this complaint, ********************** states she cancelled her Cricket Wireless service on January 14, 2023.  Her next billing cycle was January 16, 2023, and Cricket withdrew an autopayment. ********************** is requesting a refund for the payment taken after she cancelled her service.
  We reviewed ************************ account and determined she was charged.  We agreed to refund her last payment.
  On January 26, 2023, we informed ********************** the refund has been processed back to the original method of payment and to allow 5 - 7 business days to see the credit on her statement.
  We thank ********************** for her communication and trust that this explanation properly addresses her concerns.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 *******************
  *******,** 30319
  /BN

  Customer Answer

  Date: 01/28/2023

   
  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:01/14/2023

  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 signed up for a promotion to prepay for 12 months service to receive a discounted rate. It was unclear when this amount would be charged and I assumed it was be billed upon activation of the phone. I signed up for this service and have screenshot of me selecting the promotion. I continued through the activation process, but was never charged the $300. Immediately after activation I called cricket to resolve the issue. They were closed for the night and I called again within 30 minutes of them opening the next morning. Their stance was I needed to pay this amount before activation and they wouldnt honor the promotion, they were unable to help in any way. I offered to provide my screenshots as proof of me selecting this promotion and explained that I did sign up for the promotion before activation, but a issue of their end didnt apply the promotion. My opinion of this is that its a bait and switch scam. Im unable to prepay an about that they never charged me. I took screenshots of my sign up because it wasnt clear it was applied and wanted to make sure I got the promotion.

  Business Response

  Date: 02/02/2023

  February 2, 2023
  Better Business Bureau    
  Online Complaint
  Complaint ID: ********
  Re: ***********************
  Dear Sir/*****,
  This correspondence is in response to a complaint filed by ***********************. In this complaint, **************** states he attempted to take advantage of an online promotion and was unsuccessful completing the transaction.
  We researched Mr. ******* concerns and found he placed his online order on January 8, 2023. We see he met all the requirements; however, the credit being offered was not applied.
  We contacted **************** on February 2, 2023 to inform him of our findings. We offered to issue a credit to his account for difference of the promotion being offered. **************** agreed 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
  ****************************************************************** 30319
  /JL 

  Customer Answer

  Date: 02/02/2023

   
  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:01/13/2023

  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.

  I had purchased a iPhone 11 and I called apple to let them know what was going on,well the iPhone 11 blew and and hand to throw it away yes I did call them cricket and no they did nothing,and then we have a stylelus for a cellphone and it has virus and group chats and I have no idea how they got there did a factory reset and that did not do anything and every time I send messages from the phone it won't stop sending group chats nothing is doing nothing so ,I want a refund for 1000$

  Customer Answer

  Date: 01/13/2023

  Hello this is my recipe for the iPhone 11 and this is what My mother paid total was 180 but it says on the recording that she paid 80$ dollars ******* paid more then that ,then on the account if you need the pin # it's **** she paid 300$ plus the activation for the ******** phone and now there wanting me to pay more cricket wireless has lied to us from the very start and cricket wireless knows she is a senior but all they want is the money and when I talked to ****** at cricket wireless.com she said "you can just get the screen fixed and then u can send it back to cricket wireless and for a replacement I told them I am going to have the same problem and I have called them and called them nothing know I'm getting group chats and there going to my cousin's phone in ******** ** I have already factory reset it but to no aval

  Business Response

  Date: 01/26/2023

  January 26, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18810013
  Re: *****************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *****************************. In this complaint, ****************** states she purchased an iPhone 11 which is malfunctioning and the stylus has a virus. ****************** is requesting a refund.
  
  On January 25, 2023, we contacted ******************, she informed us she made a previous insurance claim, and the replacement device is also malfunctioning. We asked ****************** to provide the claim number. Her daughter, *****, advised via email ****************** no longer wishes to pursue this complaint.
  
  We thank ****************** for her communication and trust that this explanation properly addresses her concerns.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

• Initial Complaint

  Date:01/13/2023

  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.

  I had/have prepaid wireless through Cricket that was due on Jan. 12. I got service through ******* and called/chatted with Cricket to cancel the service on Jan 9th. They told me to simply disable auto pay and my account would be cancelled. I went onto the app and disabled the auto pay function, but something glitched and it didn't get cancelled. On the 11th, one day before my payment was due, I noticed there was a pending payment for Cricket on my credit card. I got on the app and noticed that auto pay was still on so I tried again to disable it. This time it worked, but it was too late to stop the payment. I chatted with Cricket, but they wouldn't stop the payment, even though it wasn't due until the next day. I chatted with my bank but they couldn't stop the payment, even though it was still pending. They said it had to get paid before I can dispute it...how dumb is that? Now, I am disputing the payment, but the bank rep said without proof of my conversation, it might be hard to prove. Even with a record of a phone call, it won't prove what we talked about and I apparently don't have a record of the chat. Mind you, I tried stopping the payment on the 11th, one day before it was even due. This sounds like a scam to get an extra payment out of Cricket's customers before they cancel their service.

  Business Response

  Date: 01/27/2023

  January 26, 2023
  
  Better Business Bureau   
  Online Complaint
  
  Complaint No: 18808589
  Re: ***********************
  
  ****************************************** is in response to a complaint filed by ***********************. In this complaint, ************ states he switched providers and contacted Cricket Care to explain he no longer needed his Cricket account. He advised he was informed to cancel his Autopay to have his account canceled. ************ states he was still charged and is requesting a refund of his last payment.
  
  We attempted to contact ************ to discuss his complaint on January 24, January 25 and January 26, 2023, but we were unsuccessful reaching him. Should ************ still require assistance with his concern he can contact *****, Cricket Wireless Corporate Escalations Manager,************. 
  
  We thank ************ for his communication and look forward to assisting him should he still need assistance.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 ********************
  *******, ** 30319
  /JL

• Initial Complaint

  Date:01/11/2023

  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.

  My son got a new phone line with this company and everything was fine for a few days but they called and told him he didn't qualify for the phone to be $100 and that he needed to return the phone or they would call the police. He then went in person and was told he didn't qualify and would need to pay $500 that because their system had a glitch. Then i went and asked to speak to the manager and she told me the system out him in as a customer using their own phone to set up the new line which is false. They obviously made a mistake and it's not my sons fault. During their whole time the 3 employees present constantly threatening remarks about calling the police and reporting the phone stolen which i responded that they had cameras and could easily see the phone was never stolen. So now because they made a mistake in creating this account my son has to suffer the consequences? That's not fair. I would really appreciate your help in solving this matter. My son just turned 18 years old and this was his first adult transaction. Thank you

  Business Response

  Date: 01/25/2023

  January 25, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18723569
  Re: *********************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *********************************. In this complaint, ******************** states her son purchased a device and service with Cricket Wireless and was informed a few days later due to a glitch in the system, he did not qualify for the device to be $100.00 and to return the device or pay $500.00. ******************** is requesting a billing adjustment and no further contact by Cricket Wireless.
  
  We attempted to contact ******************* by phone and email on January 12, January 17 and January 23, 2023, however those attempts proved unsuccessful. Should ******************** wish to discuss her complaint further, she may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.
  
  We thank ******************** for her communication and will be available should she still need assistance.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

• Initial Complaint

  Date:01/10/2023

  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.

  Back on 9/24/2022 I made my monthly payment of $147, it got sent back to my PayPal account on 10/20. Cricket suspended my account and I called that day made a 200 payment to activate our account and take care of the charge back. Today 1/10 we woke up to our account suspended again, needed $265 this time, we had no choice but to pay it. I called cricket when they opened at 9am, and they said it is from the charge back from 9/24/2022. They have charged me almost $500 for a $147 payment and can not tell me why. I have documentation from PayPal stating there has only been 1 charge back done. .

  Business Response

  Date: 01/23/2023

  responded