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

1,270 total complaints in the last 3 years.
380 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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
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

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Cricket Wireless, LLC is NOT a BBB Accredited Business.