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

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless, LLC

  1008 Taylor Ave Towson, MD 21286-8312

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  Cricket Wireless, LLC

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

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  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:03/08/2023

  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.

  We have been with Cricket for a home hot spot for several months--always on auto-pay. Our service stopped recently, and I was told it was because we were out of data with 12 days remaining in our billing cycle. We do not understand this because we have done nothing different with our usage than we have ever done, and we're still on auto pay. Anyway, I drove to our closest local store at 7:15 p.m. on *********** in *****, *****. After some wait, the woman told me her system was down and directed me to the next closest store five miles away. When I arrived at the second store, I made additional payment--even though I am on auto pay. During all of this, I was on hold with Cricket's 1 800 number for 38 (thirty-eight) minutes. Leaving the store thinking I was taken care of and service restored, I headed for home. The agent on the 1 800 number answered, held me, then transfer me to the warranty department--which was as good as a disconnection. I got home, put the Crixke5 hotspot by my tv and-- IT DIDNT WORK. This after very patiently driving to two locations and being disconnected. I never raised my voice or used language on in-store rep OR phone rep that dropped my 40 minute call. NOTE: I was never told my payment was delinquent (I'm on auto pay with Cricket.)

  Business Response

  Date: 03/21/2023

  March 21, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 19560269
  Re:*******************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ********************  In his complaint,
  *************** states he has a home hotspot with Cricket Wireless and his bill is on autopay. His service stopped recently, and he was advised he was out of data with 12 days remaining in the billing cycle. **************** visited a Cricket Wireless Authorized Retailer and paid for additional data. **************** would like to be contacted by the business.
  
  We contacted **************** on March 15, 2023, he advised he purchased additional data. We informed him; we will engage our technical support team to review his data usage.
  
  Our technical support team advised ****************, he used 125GB of data, while allowed data is 100GB.
  
  We advised **************** of our findings. We also made a onetime exception and refunded **************** for the purchase of additional data.
  
  We thank **************** for his communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  ****************************************************************
  /BN

• Initial Complaint

  Date:03/08/2023

  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.

  I ordered a replacement phone from the Cricket website on March first, paying for the phone itself and a $25 upgrade charge. It arrived the 3rd, and since it was for my son, I opted to wait until ******* when the screen protector and case arrived. I tried to activate it online, but just got an error message, so I called tech support. The agent I spoke with ran me through the set up, where the *** card I had I had in the phone I was replacing was made null and void. When we reached the final step, it said that my phone, which was Cricket exclusive and ordered from their website was locked. There was nothing he could do. Over the next several hours, I talked to 5 more reps, always told a different rationale and how to proceed. The sixth directed me to call the warranty department, assuring me they were open. They weren't, and I quit for the night. I called the warranty line, which just referred me to a web address. I visited the web address and was referred back to the number I had already called. I chatted with another rep and made no headway. I called in again and was transferred to the warranty department. The gal I spoke with told me to send it in for a refund because if I did an exchange, my brand-new phone would be replaced with a refurbished one. They will only refund the price paid for the phone, and even though the gal I spoke with said I would not have to pay another $25 for a second upgrade. The chat on FB messenger finally got back to me. They refuse to refund me for the time that the line I was upgrading is unable to be used, and are telling me that I will have to pay the upgrade fee again. It'll be two days until they get the bad phone, who knows how long to do whatever they have to do, and then 5-7 days for the refund to process. Then, I can maybe fix the line. No one would give me a supervisor. The person on messenger claimed that he was a corporate manager and that there was nothing that they could do and practically dared me to file a complaint.

  Business Response

  Date: 03/21/2023

  March 21, 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 placed an online order and was not able to activate. ************** returned her device and is requesting a refund.    
  We researched Ms. ****** account and found her order was returned on March 9, 2023. She received a partial credit for her order but was not fully refunded.
  We contacted ************** on March 21, 2023, to inform her of our findings. We agreed to provide a one-time 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 
  

• Initial Complaint

  Date:03/04/2023

  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.

  Failure of promisesd good if I did all requirements

  Business Response

  Date: 03/09/2023

  March 9, 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 he placed an online order and attempted to port his number but was not successful. He is requesting a refund. 
  We researched ****************** account and found he provided incorrect information needed to complete his port. He received several notifications to update his order. Since the port information needed was not updated, ****************** online order was canceled, and charges were reversed. 
  We contacted **************** on March 7, 2023 to inform him of our findings. We explained his payment was reversed and the order has been cancelled. We advised he can place a new online order with the correct information in an attempt to complete his number transfer. 
  We thank **************** for his communication and trust that this explanation properly addresses his concern.
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  ****************************************************************** 30319
  /JL 

• Initial Complaint

  Date:03/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/29/2023

  refunded

  Customer Answer

  Date: 03/29/2023

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

  Business Response

  Date: 03/29/2023

  submitted refund for remainder of money

  Customer Answer

  Date: 03/29/2023

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

• Initial Complaint

  Date:03/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/27/2023

  provided credit

• Initial Complaint

  Date:03/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/07/2023

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

• Initial Complaint

  Date:03/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/03/2023

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

  Customer Answer

  Date: 03/03/2023

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

• Initial Complaint

  Date:03/01/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/09/2023

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

  Customer Answer

  Date: 03/09/2023

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

  Business Response

  Date: 03/16/2023

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

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/15/2023

  sent

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/15/2023

  ********