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.

close

Find a Location

Cricket Wireless, LLC has 629 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cricket Wireless, LLC

  1025 Lenox Park Blvd NE Brookhaven, GA 30319-5309

• 

  Cricket Wireless, LLC

  1000 Lowes Blvd STE 100 Killeen, TX 76542-5277

• 

  Cricket Wireless

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless, LLC

  1030 Norwood Park Blvd STE 406 Austin, TX 78753-6610

• 

  Cricket Wireless, LLC

  11087 Northwest Fwy Houston, TX 77092-7311

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:02/08/2023

  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 bought a cricket mobile hotspot device and a $90/month data plan. On the fourth day I contacted them about returning it. The return was approved. I sent the hotspot back to them and they received it on January 11th, I have proof from **** On January 18th I got an email saying they received the device, and another saying that the refund is approved and I will get the refund within 10 business days. Ten business days were up on February 1st. Today is February 8th. I have called and called and called. I get non answers and/or hung up on over and over again. These reps do not know what they are doing. I give the same info over and over again. I am told different things each time. Today I was told by *************** to call the customer service number and give them a work ticket number and they'll issue the refund. I wait on hold ten minutes and more every single time. The rep is totally clueless and eventually hangs up on me. I have spoken to five reps plus the one on the warranty line today. I am very angry. I want the money I am owed. I have been a cricket customer for years. I am changing companies after this. I WANT MY REFUND BACK ON MY CREDIT CARD I PAID WITH. Right now.

  Business Response

  Date: 03/02/2023

  March 1, 2023
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No:19366624
  Re: *********************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *********************************. The complaint, ****************** states she returned her hotspot device and is requesting a refund of her payment.
  
  We researched Ms. ******** account and found she was issued a refund of her equipment on February 9, 2023; however, she was not refunded for her service payment. Per Crickets Terms and Conditions:   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 canceled, for any reason, any remaining balance will be forfeited. Full terms can be found at www.cricketwireless.com/terms.   
  
  We contacted ****************** on February 24, 2023, to discuss our findings. We agreed to make a one-time exception and requested a refund with our back-office team. Once Ms. ******** refund has been processed, she can expect her refund within **** business days.   
  
  We thank ****************** for her communication and trust that this explanation addresses her concerns.
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  1025 ****************** 
  *******, ** 30319 
  /JL 

  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:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have service through cricket wireless. They took out double than what they were supposed to. This put em negative in my ac**unt. They refused to refund me I spent over an hour on the phone and advised I need to drive from **** to ******* to make a **mplaint. I am a mother of 3 kids and it's not logically to drive across ***************** to file a **mplaint. These should be handled over the phone. I have ** tacted my bank and I now have to wait for it to go through and be charged and overdraft fee before they are able to do anything

  Business Response

  Date: 02/27/2023

  February 27, 2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 19348386
  Re: *****************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***************************** regarding Cricket Wireless service. In his complaint, ******************** states Cricket charged her two times for her wireless service. ******************** called the Cricket ************* Team for assistance, and she was advised to drive to the ** office for Cricket Wireless in ******* and submit her complaint.  ******************** is s requesting a refund.
  
  We spoke to ******************** about her complaint and there is a Chargeback chargeback pending for the double payment. On February 23, 2023, we issued a credit to Ms. ********* account to prevent her from being suspended once the chargeback complete.
  
  We value ******************** business and assured her that the Cricket Care leadership team would receive the details of her complaint so they could investigate her concerns and take any action they deem necessary.
  
  We thank ******************* for her communication and trust that this explanation properly addresses her concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /NG
  
  

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19348386
  
  I am rejecting this response because:I was lied to by the representative that called me. She advised I have 2 options keep my complaint open and my account would be suspended. I went over what happen ****** was taken only ****** should have been taken. I told her if my account gets suspended I will take my business somewhere else. My bill is always paid. She said she would credit my account. But what she did was apply the extra ****** to my next month's bill. Due to this I had to struggle and I am out of ***** for an over draft fee. My bank has declined my dispute because cricket told them it was a separate transaction and applied to the next month. This has been horrible and I am devastated. I should not have to struggle because a company took more than what they were supposed to. My kids should not have to struggle because of this and it has not been easy. I will be ending my service with cricket to find a more honest and reputable phone company. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/03/2023

  March 2, 2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 19348386
  Re: *****************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a rebuttal filed by ***************************** regarding Cricket Wireless service. In his rebuttal, ******************* states that she feels like she wasnt told the truth regarding her options in resolving her complaint initially.  
  
  We spoke to ******************** about her complaint and there is currently a C chargeback pending for the double payment. On February 23, 2023, as promised, we issued a credit to Ms. ********* Crickets account to prevent her from being suspended once the chargeback was complete.
  
  ******************* must contact her financial institution to continue disputing the overdraft fee. Cricket cannot resolve this issue for *********************
  
  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:02/07/2023

  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 attempted to pay my cricket wireless bill on the due date of 2/1/2023. That date was also my payday. My paycheck showed up in my account sometime around 8:30pm ish. I tried to pay on the app. I got an error message stating my "card information was incorrect". I tried the website and got the same error message. I tried the automated system and the payment did not go through. I waited for a live human customer service representative. He took my card number twice and it did not go through. He suggested that maybe my card wasn't "active". My card is fine because I used to pay other bills, not to mention vending machines, and online purchases. My card worked just fine the day before, that day of, and the day after. There was nothing wrong with my card. The representative asked me "if I wanted to sign-up for autopay to avoid this from happening in the future". I have no desire to participate in autopay for any of my bills. The website, the app, the automated system, and even the cashier in the store the next day all prompted me to sign-up for autopay to "avoid" this issue. Subsequently, I physically went into a store the next day to pay my bill with the SAME CARD they claimed didn't work. I was charge a reconnection fee of $15 and a transaction fee of $4 for making my payment in the store. I immediately called customer service to request a refund of the extra $19 dollars. I was denied my refund request. It is my belief that the Cricket Corporation is deliberately disrupting all 4 forms of payment in an attempt to force customers to sign up for autopay. I do not believe it is lawful for a business to eliminate all methods of payment and claim it's the customer's fault and then charge them a "fee". I request your assistance to get my $19 dollars back. And I request you all cite this corporation for bad business practices. Thank you.

  Business Response

  Date: 02/27/2023

  wrong date on portal to close submitted. response.

• Initial Complaint

  Date:02/06/2023

  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.

  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:

  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.

  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:

  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 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:

  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.

  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:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been 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:

  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 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:

  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 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