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Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

This profile includes complaints for Cricket Wireless, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

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

    If you've experienced an issue

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 phone app don't work when I called them they just tell u they call back or hang up customer service is a big issue I spent 4 hours on the phone today calling them over and over again as they continued to say that they were going to help me hold on or they call me back and then they'd hang up on me still sitting here can't access my account for my cricket wireless

      Business Response

      Date: 01/27/2023

      January 26, 2023

      Better Business Bureau
      Online complaint

      Complaint No: 18678832
      Re: *****************************

      Dear Sir or Madam:

      This correspondence is in response to a complaint filed by *****************************. In the complaint, ***************** states her myCricket app is not working properly.

      We researched ******************** concerns and found she has been assisted by Cricket Care. Her account information was reset by our Care team.

      We contacted ****************** on January 23, 2023 to discuss our findings. We explained she shows her information was reset. We also provided our contact information in case she had any further questions or concerns. 

      We thank ****************** for her communication and trust that this explanation properly addresses her concerns.   

      Regards,

      Cricket Wireless, Customer Support
      1025 ***************
      *******, ** 30319
      /JL

    • Initial Complaint

      Date:01/02/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      They tricked and lied to me by setting me up into a trap. My Monthly Payment has always been $45 a month on the $60 plan and Auto pay set to the 3rd of every month. Well during the November into December Payment I was a little short and my check was not for another week so I called to see what can be done before they shut my phone off like they do. The person said we can do bridge pay (two separate payments) or reset the due date to the 14th then advised that the bridge pay is a fee but if do the change due date there is no fee as well we could rest the date back to the 3rd of the month to be taken out automatically, you just have to pay $15 and on the 15th the $60 and I asked why the $60 and they said become it comes out to a better deal for the extra days in December so I pay the $15 then on December before the due date of the 14th pay the $60 through my account link they sent me for to make an online payment. After January 1st I started wandering why haven't gotten the normal text notification of your automatically monthly payment will be coming out reminder and I call to speak with agent to find out auto payments were not set up yet were set to manual payments and he who new nothing else nor would get a manger. I called back to finally get some indian manager who says we can't make any changes to your account according to your or our policies for another 6 months unless you want us to downgrade your account. I advised will be filing a complaint and he just says I am the only boss you can talk to about this...

    • Initial Complaint

      Date:01/02/2023

      Type:Product Issues
      Status:
      Answered
      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 got cricket wireless December my text message wasnt going through and I was having drop calls, I call cricket plenty of times. And now cricket has fail to do anything about my situation. This is one of the worst customer service has been lying tell me I havent call in about my problem with this phone service ******* today! And text massage is not going through and drop calls

      Business Response

      Date: 01/20/2023

      January 20, 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 is experiencing dropped calls and text messages not going through.
      We contacted ******************** on January 20, 2023 to gather more info.We explained some troubleshooting methods and assisted with questions she had. We also explained Crickets policy and agreed to provide a one-time credit to her account. ******************** had no further questions.    
      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:12/30/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 for a Christmas gift 12/3/22 from the *********** store and the gentleman who sold me the phone proceeded to say you get a phone case for free (which was not the case) anyways I purchased a phone case that he handed me and said was the one I needed for the phone I purchased. My wife opens it Christmas and its the wrong one. Didnt fit her phone that he gave me. We go in to just get a different one and the lady will not do it said that its not policy. The item that was purchased was given to me by the Employee and falls on him. The store is responsible for giving me the correct case. It wasnt damaged or anything just didnt fit. I the customer deserve the correct case to protect my expense purchase (phone).The young lady who I spoke with didnt want to help in the fist place and diverted every question I asked and once I proceeded to get firm with her and tell her that shes wrong and so is the store manager who she was texting by the way said we cant do that I asked even though its your fault?! She said sorry come back.My issue is we can drop or damage the phone between now and Monday. All they had to do was switch it. Again it was their fault.

      Business Response

      Date: 01/19/2023

      January 19, 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 purchased a new device and was given the wrong case for his device. He explained he attempted to return or exchange it but was not successful. ************ is requesting for an exchange for the correct accessory.    
      We researched ************** account and located his receipt. We see he was sold the incorrect size case.
      We contacted ************ on January 19, 2023 to inform him of our findings. We explained Crickets Accessory policy and agreed to provide a one-time credit to his account. ************ 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 

    • Initial Complaint

      Date:12/30/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Date of Transaction was December 28th and December 29th 2022. The nature of my dispute is my cell phone services were disconnected during the transfer of a new cell phone which was not compatible with Cricket Wireless Service Provider. The cell phone I originally had was turned back on before leaving the store. When I got home, my cell phone Service was turned back off again. I contacted the 611 help services line the next day because they were closed when I noticed my cell didn't have any service on the same date of 28th December. This store is located at **********************************************************************. Store Number is **************. I have been without service since December 28, 2022 and today is 12/30/2022. The cell phone bill has been paid since December 15, 2022. I do not want anyone else to experience what I have experienced during this time with no solution to the problem. I am seeking my services to be restored immediately. I use my cell phone also as my business phone.

    • Initial Complaint

      Date:12/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 an iPhone 14 Pro *** for my wife from cricketwireless.com on 10/14/2022 for $1201.99. The order number is **************** The phone was scheduled to be delivered on 10/19/2022. *** delivered an empty cardboard box to my home on 10/19/2022. The box contained the receipt for the phone and a space filler plastic bag, but there was no phone in the box. I immediately called Cricket to inform them that there was no phone in the box. The representative that I spoke with apologized and told me that they would send me a new phone. By 10/21/2022, I had not yet received confirmation of another phone being shipped. Therefore, I again called Cricket. I was told that they would not be shipping me a new phone and I could buy another one. I then called back on 10/24/2022 and was told that I needed to file a claim with *** before I could get a new phone. I filed a claim with *** that day. Since that time, my wife and I have called Cricket dozens of times and spent countless hours trying to resolve this issue. We have asked that we receive a new phone or a refund, but they will not ***** us either of these requests. The last representative I spoke with a couple of days ago reported that Cricket is still reviewing the claim. My wife has now been without a functioning phone for two and a half months. I would like to have this issue resolved by sending me a new phone or by giving me a refund. I financed the phone through Affirm and have now made two payments on a phone that I never received. I feel like I am getting the run around from Cricket as every representative seems to report something different. I have been told by multiple representatives that I would be getting a new phone and that someone would call me on a specific date and time to confirm my information, but no one ever called. I am beyond frustrated and would like this issue resolved.

      Business Response

      Date: 01/20/2023

      January 20, 2023

      Better Business Bureau
      Online Complaint

      Complaint No: 18652500
      Re: ***********************************

      Dear Sir/Madam,

      This ************** is in response to a complaint filed by ***********************************. In this complaint, **************** states he placed an online order for a new device, but when the package arrived there was no device included. **************** contacted Cricket Wireless several times and was advised he needed to purchase another device. **************** is requesting a refund.

      We reviewed ****************** order and provided him with a refund. On January 17, 2023, we notified **************** of our findings and ask that he allow 3 5 business day to see the refund on his statement.

      We thank **************** for his communication and trust that this explanation properly addresses his concern.

      Regards,

      Cricket Wireless, Customer Support
      1025 ***************
      *******, ** 30319
      /BN

    • Initial Complaint

      Date:12/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 business has absolutely no heat!I walked in there and it is the same temperature as outside.Poor guy working there has a big coat and hat on just to keep working.I couldn't even stay there long enough to get a new phone.

      Business Response

      Date: 01/20/2023

      original date sent in ***** and was not due till ****

    • Initial Complaint

      Date:12/26/2022

      Type:Order Issues
      Status:
      Answered
      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 made a payment to Cricket to extend my ********** program. They took my money then told my that I had the option of using the automated system, which did not work for us a couple of times before. The contract stated that we had until 12/25/2022 to either pay the balance in full or extend the payments. At no time did anyone state the even though I was given until 11:59pm on 12/25. That I would have to contact someone on the 24th in order to be able to extend my payment because no one would be available on the 25th. And if the automated system doesn't work for you on that day your just gonna be stuck having to pay the whole bill plus a reconnection fee. This is an in fair practice and allows this company to collect additional fees on valid payments.

      Business Response

      Date: 01/12/2023

      January 12, 2023

      Better Business Bureau
      Online Complaint

      Complaint No: 18641356
      Re: *****************************

      Dear Sir/*****,

      This correspondence is in response to a complaint filed by *****************************. In this complaint, ****************** states she entered a ********* agreement and had until December 25, 2022, to pay the balance or request an extension. On December 25, 2022, Cricket Wireless was closed, ****************** was not aware she needed to contact Cricket Wireless on December 24, 2022. ***************** is requesting a refund.

      We attempted to contact ************* by phone and email on December 28, 2022, January 10 and January 11, 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:12/25/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      no cell service since 12-22-22 when i contacted them there reply was they will not have cell service in this area till ***** 22 this whole town has only emergency 911 calling no wifi calling either if i drive 10 miles down the road i have cell service some people do not have the transportation to get to town any responce to me has to be has to be email address above i have provided thank you

      Business Response

      Date: 01/17/2023

      January 17, 2023

      Better Business Bureau
      Online Complaint

      Complaint No: 18638435
      Re: *************************

      Dear Sir/*****,

      This correspondence is in response to a complaint filed by *****************************. In this complaint, ************** states he was without wireless service on December 22, 2022, and he contacted Cricket Wireless. ************** was informed the issue would be resolved on December 3, 2022. ************** would like service restored.

      We engaged our technical support team; no issues were found. ************** was making and receiving calls.

      On January 17, 2023, we provided ************** with our findings and a provided a courtesy credit to his Cricket account.

      We thank ************** for his communication and trust that this explanation properly addresses his concerns.

      Regards,

      Cricket Wireless Customer Support
      1025 ************************************************************** 30319
      /BN

    • Initial Complaint

      Date:12/22/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 with Cricket Wireless and I always pay for my service next month early on December 14 2022. My bill is not due until 12/26 or 12/27. On 12/22 i contacted customer services via chat in the ******************** app where i asked for a refund for the credit of $76 i have on my account . The rep told me he could not and told me to report it to my bank as fraud . I responded with a request for a supervisor. He stated he would transfer me and after holding me there for 5 mins he then stated his supervisor couldn't help me either and the is should follow up with there policy and ended the chat .

      Business Response

      Date: 01/20/2023

      submitted

    Cricket Wireless, LLC is NOT a BBB Accredited Business.

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