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, LLC

  1008 Taylor Ave Towson, MD 21286-8312

• 

  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

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  Cricket Wireless, LLC

  11560 S District Dr South Jordan, UT 84095-5539

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:01/13/2023

  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

• Initial Complaint

  Date:01/10/2023

  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 bought a cell phone that did not worked, dropped calls, not text. I returned it next day. Got another phone for more money that phone did not work either. They have 7 day return policy, but manager said since I returned 1 phone already I had pay full price and I was an existing member not a new member. On the first phone added ins and upgrade costs that I was never told about after giving my debit card to them, and my phone was suspended pleaded twice which added more fees I want the A22 at regular price $189, they punishing me cause their phone did not work

  Business Response

  Date: 01/26/2023

  January 26, 2023
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18713107
  Re: ***********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *********************** regarding Cricket Wireless service. In this complaint, ****************** states she purchased two defective devices from a Cricket Wireless Authorized Retailer. She is requesting a new A22 device at the regular price.
  
  We attempted to contact ****************** on January 17, January 19 and January 26, 2023,but we were unsuccessful in reaching her. To investigate Ms. ******** concerns, we need to be able to communicate with her. Should ****************** still desire assistance with her concern she may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.
  
  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

• Initial Complaint

  Date:01/09/2023

  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.

  On 1/4/2023 my cell phone was compromised and taken over by cyber hackers. Cricket unable and refused to get me back on service. Someone had stolen my pin and changed the security questions taking over my phone. This turned into the hackers getting into my bank accounts and taking over my paypal. Was told they could not shut down my old line and the only way was to pay for new service and new sim cards. Total costs $ 101. Hackers still have control of my other line as of today. Autopay set to pull again 2/4/23

  Business Response

  Date: 01/26/2023

  ********

  Customer Answer

  Date: 01/26/2023

   
  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:01/06/2023

  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.

  This is the second time I am making a complaint about this issue. On November 3rd, I made a payment of $140.00 and never received cell service for this payment. Instead they shut off my phone. I want my money

  Business Response

  Date: 01/23/2023

  no answer

• Initial Complaint

  Date:01/06/2023

  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 have been a family plan member with Cricket for many years. Last July, Cricket sent me a text which stated that the plan, 5 lines for $100/month, was no longer available. They offered a new plan, 4 lines for $100/month. I switched to the new plan in early August and I am the representative of this plan which means that I am the person being responsible for all the payments.Something went wrong right at the first billing period, I was charged with $115/month for 4 lines. I contacted the customer service immediately and I was promised that a correction being made and I could leave for my long overseas trip. While at overseas, my Cricket app was locked out and no texting being sent to me at all. I just returned to my home last week from this trip. I found out that I have been charged $115 continually since August. The total improper extra charge amount is $15X5=$75.I called immediately the Cricket agent and I was told that a future payment has been corrected to $100/month for 4 lines but all the prior payments can only be credited by other department. I need to call back the following week to verify if the prior payments would be credited back. I waited for 1 week and called. This morning, the agent stated that they can only credited back extra charge, $15, for December because I called in December. For those extra charge they won't return it. She claimed that Cricket has texted me monthly about the charge. I keep telling her that my app was locked out and I could not receive any texting from overseas. She wouldn't consider it and keep saying that they sent message to everyone. I told her that all the payments were paid from my account because I am the representative of this plan. She claimed that it is not their problem. She also pointed out that my wife's line was removed once and returned during the August. I stated that it is beyond my control because all I asked in August was to transfer 4 lines to the new plan. What happened at Cricket is beyond my control.

  Business Response

  Date: 01/31/2023

  This was uploaded on 1/23/23 but not sure why 

  Customer Answer

  Date: 01/31/2023

   
  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,
  
  Jectfu Sheu

• Initial Complaint

  Date:01/06/2023

  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.

  11/25/2022--Cricket was unable to provide service for new phones, so I asked to close the account and move to ****** Fi. The first line was cancelled ************ and ported to the new service. Second and third lines were apparently NOT disconnected. Was advised by customer service to stop payment for December or dispute the payment with my bank. Payment WAS collected by Cricket ($115) for services 11/26-12/27/2022. My other two numbers (myfi and home line numbers) were apparently not cancelled as requested. Tried to port the ************ (home line) number repeatedly through Dec 18, 2022--multiple calls to Cricket service--was told I had to pay the **************** to be eligible to port the line. NOTE: there was NO refund of my December payment, and all lines were not cancelled as requested--so should have been eligible to port w/o any additional payment. I disputed the payment with the bank, but Cricket replied that they were allowed the payment due to their terms of cancellation policy. Called Cricket customer service again--if the line was not cancelled, it should be transferred without issue, but then was told that Cricket refunded my payment on 12/15/22 and that was why additional payment was requested and the line couldn't be ported. There is no record of ANY refund to my account. I asked for a copy of the transcripts of the repeated calls I made to Cricket and was told they couldn't possibly give me those transcripts because I no longer had an open account with them so they had no way to text or email them to me, nor would they print and mail them to me. Was advised to call "corporate" to file a complaint. The account number is: *********, refund requested $115 or proof (routing number, receipt, etc.) that refund was provided per customer service, plus I would like the transcripts of the calls with Cricket customer service on this account. I lost my home phone number of 30 years, and was charged for services not received from 11/26-12/31/2022.

  Business Response

  Date: 01/19/2023

  January 18, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18695888
  Re: *******************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ******************* regarding Cricket Wireless service. In this complaint, ************** states that she requested to cancel service because Cricket was unable to provide service to her new phones. One of the lines was cancelled and ported to a new service provider, but the other two lines remained active.She is requesting a refund for the service she requested to cancel as well as to retrieve the phone number ************.
  
  We spoke to ************** on January 17, 2023 about her complaint. According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms:  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 cancelled,for any reason, any remaining balance in your account will be forfeited.
  
  Non-withstanding Crickets Terms and Conditions, ************** will be refunded for her service payment in the form of a check. In addition, we restored phone number ************. ************** is aware that she can port her phone number to the provider of her choice within the next 30 days.
  
  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:01/05/2023

  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 switched phone carriers.I bought a phone from Cricket less than 24hr I called them up in regards to the phone it kept saying system UI is not responding I was told I could not take back to the where I purchased it call Motorola,and I did call them they could not help referred back to Cricket called them back and talked to the warranty department where they me send my phone to them the way it is with all my information in it and not have a phone for 7 to ********************************************************************************** a credit for not having working service half of every month and that has been 6month they the bill paid which is ***** every month but I don't have proper working phone today my is not working frozen completely and when it does it is several hours before it works again this my business cell phone and I was basically told by there manager they will help at all and told to go buy phone they are not willing to work with credit my account which is only far I even asked them if I could do a Iphone 11 which is on sale ***** and I was told no pay 599 but by phone has not been operational since I bought the phone from day one and I basically told deal with they will not help to fix the situation at all but if don't pay my bill they will shut my service off which is not fair that we buy a phone and call and can't take it back so basically they are saying to buy the and whether it works or not we don't care pay your bill no credit to your account for not having a phone that does not work half of the time so to me it's like a slap in the face and they hang up on you

  Business Response

  Date: 01/27/2023

  SENT A NEW DEVICE TO THE CUSTOMER

• Initial Complaint

  Date:01/04/2023

  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.

  On December 24th I was charged $65, $55 for the Unlimited+Mobile Hotspot plan and $10 for an additional 15 GB of mobile Hotspot (I get a $5 discount for having autopay on). I received the 15 GB included in my plan, but did not receive my 15 GB of additional Hotspot that I paid for. This is the second time this has happened consecutively, and last month they fixed it. I called and waited 2 hours to talk to someone, and after explaining everything I got disconnected somehow because my phone lost service even though I hadn't moved for that 2 hours. I called back and waited another hour to talk to someone. When the guy answered he argued with me that I was wrong, but eventually said he would get it fixed and that it would be fixed that night, December 27th, and that he would call back to verify. He never called back, and it was never fixed. Today, January 4th I removed the add on so I wouldn't get charged again, and it removed the 15 GB that's included in my plan, so now I have no ************ on a Hotspot plan, so I called and waited on hold for an hour. The guy said he could give me 15 GB for my plan, but that he couldn't give me a $10 refund for the 15GB I never received. I believe I am due a refund for the product I didn't receive. I asked to speak to a supervisor, and conveniently my phone lost service again, even though I hadn't moved. Every time I call cricket my phone loses service so I never get my issues fixed.

  Business Response

  Date: 01/19/2023

  January 18, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18684977
  Re: *************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ************************* regarding Cricket Wireless service. In this complaint, **************** states that Cricket charged him for an added feature he did not receive.
  
  We attempted to contact **************** on January 9, January 10 and January 17, 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

  Customer Answer

  Date: 01/19/2023

  I have called and left a message, still waiting for a response from "******".

  Business Response

  Date: 01/26/2023

  January 26, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18684977
  Re: *************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *************************
  In this complaint, **************** purchased additional data on December 24, 2022, and did not receive the data. **************** contacted Cricket Wireless requesting the data be added to his account or a refund be provided.  The representative denied Mr. ******* request for a refund or the additional data. **************** is requesting a refund for data not received.
  
  We reviewed **************** account and found no additional data was provided. On January 25, 2023, we contacted *************** and provided him with a refund.
  
  We thank **************** for his communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN