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

  1006 SW Military Dr San Antonio, TX 78221-1531

• 

  Cricket Wireless, LLC

  1100 S 14th St Kingsville, TX 78363-6353

• 

  Cricket Wireless, LLC

  12018 W 95th St Lenexa, KS 66215-3803

• 

  Cricket Communication

  130 Black Horse Pike STE 316 Audubon, NJ 08106-1962

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:12/02/2022

  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 bought my cell phone and plan with Cricket Wireless ( BIG MISTAKE ) on line. It arrived at my house on 11/17/22 and I activated my phone on 11/18/22. I hade to call **************** to help. On HOLD for over 10 minutes. On 11/19/22 My cell phone had problems working. So on 11/20/22 I called customer service to see about getting a better phone. I wanted to know what was the cost to switch to a better phone. I called 3 different times to find out what would be the cost. And each time I called, I was on hold for over 10 to 15 minutes. Never got an answer to my question. So I decided to switch to a different provider. On 11/21/22 I called customer service to see what I needed to do, to return my phone. **************** could not get me throw to the ******************** Or on 11/22/22 either after both days being on hold for over 30 minutes. and on hold for a Supervisor that could not help either. So on 11/23/22 I got throw to the ******************* to get my return label Emailed to me. on 11/25/22 I *** my cell phone back. Today is 12/02/22 I have not received an email from anyone about getting my cell. I called Cricket 2 times, first time after being on hold for 10 min. a service agent sent me to a busy single. The second time I called the agent would not put me throw to the warrant ***** I ask for a supervisor and she hung up on me. I never thought I would be so disgusted with a company's service in less then a week. Great Job cricket wireless. So now I'm waiting for my $103.51 back.

  Business Response

  Date: 12/22/2022

  
  December 21, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18516049
  Re: ***********************                                              
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ***********************. In this complaint, **************** states that he purchased a phone online. Mr.  ****** was not happy with the phone and returned, he is requesting a refund.
  
  We researched Mr. ******* concerns and confirmed that the equipment was returned. **************** will be refunded for the order. We thank him for his patience and advise him his refund can take **** business days to process. 
  
  We thank **************** for his communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ************************************************************** 30319
  /NG
  
  
  

• Initial Complaint

  Date:12/02/2022

  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.

  * Online transaction on 11/25/2022 with Cricket Wireless * paid $130.00 * business committed to provide phone service for 4 lines, 4 free phones, tranfer my 4 numbers to their service.* its been 172 hours now and I have no service nor are my numbers transferred. And now I am left without service for my household * i have contacted and done exactly as they have instructed me for the last 172 hours and continue to get placed on hold and no resolution. Ticket after ticket is placed but I still have no answers at all other than wait another 3-8 days over and over again. I have tried to resolve this in every way possible on my own.

  Business Response

  Date: 12/11/2022

  ********

  Customer Answer

  Date: 12/11/2022

   
  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:12/02/2022

  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 November 7 made a payment of ****** then on 8th made a payment of *****. they never received these payments. I have tried doing a 3 way call with the bank and the bank provided them additional information and cricket proceeded to argue back and forth then just hung up on us. This has been an on going battle with cricket with no resolution to the problem. They just keep going well if you pay ***** we will restore service.

  Business Response

  Date: 12/09/2022

  ********

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18513266
  
  I am rejecting this response because: I never recieved any calls from cricket wireless on the days that they said they tried reaching out to me. I have still not getting anywhere with them in regards to this situtation.  I just want them to give me back my money. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/20/2022

  December 20,2022
  
  Better Business Bureau   
  Online Complaint
  
  Complaint No:18513266
  Re: *******************
  
  ****************************************** is in response to a rebuttal filed by *******************. In the rebuttal, ********** is requesting a refund and states she has not been contacted.
  
  We attempted to contact ********** to discuss her complaint on December 16, December 19, and December 20, 2022, but we were unsuccessful in reaching her. Should ********** still wish to have assistance with her concern, she can contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.
  
  We thank ********** for her communication and look forward to assisting her with her concern.
  
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  1025 ********************
  *******, ** 30319
  /JL

• Initial Complaint

  Date:12/01/2022

  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.

  My phone number an account was hacked, they called cricket and port transfered my number an my account to another provider (a provider that **** owns as they own both cricket an the provider it was transferred to. Called 3 different times asking for a supervisor an was left on hold twice an the third time the guy wanted me to play detective an call the service provider that the scammer switched to an get the new account number an pin number. The hacker then got into my bank account changed my password and enrolled me in a funds transfer to take all my money!

  Business Response

  Date: 12/25/2022

  December 23, 2022
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No:18511971
  Re: *********************;  
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by ***********************. In this complaint, ****************** states that his wireless numbers were fraudulently ported out to another carrier without his permission.  ***************** would like this issue resolved.   
  
  We want to assure ****************** that his accounts security is a top priority for Cricket Wireless. After researching his account, we believe he may be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual may then have used Mr. ******** phone number in an attempt to gain access to other accounts where ****************** uses his phone number for verification. If he hasnt already done so, we advise ************** to file a police report regarding the suspected identity theft. 
  
  Our records indicate that we were able to retrieve Mr. ******** wireless number, restore his original service plan, apply eligible credits to his account, and helped  him update his account security information. 
  
  We thank Mr.******** for his communication and trust that this explanation properly addresses his concern. 
  
  Regards, 
  
  
  Cricket Wireless, Customer Support 
  1025 ******************* 
  *******, ** 30319 
  /NG 
  
  
  

• Initial Complaint

  Date:12/01/2022

  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.

  Im on day three of issues with Cricket service on my phone and my sons phone when Im at home. The store cant help. Theyre not customer service. But every time I call 611, cricket customer service or if my son goes online for help, we cannot get help. The online help told my son to go to the store. Nobody knows anything. Yet Im paying for this service and Im paying for the inconvenience. I just want my service to work now. And for my trouble, my time, and my inconvenience, I want a month free of charge. This is not my error.

  Business Response

  Date: 12/26/2022

  December 21, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No. 18511005
  Re: ***********************; 
  
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ****************************. In this complaint, ***************** states she had connectivity issues at her home for nine days and would like a credit.
  
  We spoke to ****************** on December 21, 2022 to discuss her concern. Although we do not issue credits for unused service, after researching her account, we agreed to apply a credit to her account as a one-time courtesy.
  
  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:12/01/2022

  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 went into my local cricket wireless store on 11/28/2022 and activated under the lifeline/ACP program. Since I did not have the proper account information to port my phone number over I was assigned a new phone number with the understanding that I would be calling in or returning to the store ASAP to complete the port in process. I called cricket customer support on the evening of 11/28 and was told it was no issue to port my number over I would just need to go the store so they could give me a new sim card. On 11/29 I returned to the cricket store to complete this process and was told I would need to pay $97.00 in order to port my number over. I later tried calling customer service again to ask about this and the representative that I spoke with acted like he had no idea what I was talking about and even hung up on me. All I want is what I was promised Im not trying to get a new phone or change my service in any way other then keeping my phone number from my ******** account and making it my cricket phone number.

  Business Response

  Date: 12/21/2022

  December 21,2022
  
  Better Business Bureau   
  Online Complaint
  
  Complaint No: ********
  Re: *******************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ****** ***. In the complaint, Mr. *** explained he was advised he could keep his number when activating service with Cricket but has not been successful. He is requesting to have his number ported over without any fees or charges.
  
  We attempted to contact Mr. *** to gather more information on December 19, December 20, and December 21, 2022,but we were unsuccessful in reaching him. Should Mr. *** still wish to have assistance with his concern, he can contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.
  
  We thank Mr. *** for his communication and look forward to assisting him with his concern.
  
  Regards,
  Cricket Wireless
  Customer Corporate Relations
  1025 ********************
  *******, ** 30319
  /JL

• Initial Complaint

  Date:12/01/2022

  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 Wireless service charges a flat fee of $4 for payments made by credit card. This results in a over a 6% convenience fee charge, which is disallowed by **** (capped at 4%). There is no physical store to bring cash payments within a 60+ mile radius. The only option is recurring billing to avoid any convenience fee charge.

  Business Response

  Date: 12/09/2022

  ********

• Initial Complaint

  Date:11/30/2022

  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.

  On October 1st I had my girlfriend call into the Cricket Wireless call center to report that I had lost my iPhone 8. The employee who I talked to suggested blacklisting my cell phone to prevent it from being used on any carriers. He did not tell me about how difficult it would be to have cricket remove the cell phone from The blacklist if I found the phone. 3 days later I ended up finding myself phone and I called back to restore service was told it would be no problem that they have took it off of The blacklist. Unfortunately 30 minutes later my phone's service stopped working requiring a call back. The entire month of October I had called back the call center about 30 different times.. I was told so many different things by each representative i spoke too. it was very frustrating and I wasted so much time trying to get this phone working all the while I'm paying for the service on it. I paid $90 for two lines and only had service to one of the phones. I was also told a few times that I would be required to shut off my phone for up to 48 hours at a time to restore service & take the phone off of The blacklist which i did. After turning it on to have no service. I decided to make my complaint on the cricket community center forum about the nightmare I hadn't been experiencing. furthermore I had received a comment from cricket offering to take my phone off of The blacklist and send me a new SIM card complimentary. I was kind of insulted by such a poor offer after the ************ I had wasted trying to get the problem solved. if an entire month hadn't gone by without service this resolution would have been sufficient to me. however that is not the case with a month of service being wasted do the crickets inability to provide me a solution. I have been trying to reach a solution with cricket and believe I should receive a credit at the very least for the services I paid for but didn't receive in regards to the blacklisted line due to a naive employees suggestion.

  Business Response

  Date: 12/19/2022

  December 19, 2022
  
  Better Business Bureau     
  Online Complaint
  
  Complaint No: 18486667
  Re: *****************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *****************************. In the complaint, ************************ is requesting to have his device removed from the blocklist. 
  
  We attempted to contact ************************ to discuss his concerns on December 14, December 15, and December 16, 2022, but we were unsuccessful in reaching him. Should ************************ still wish to have assistance with his concern, he can contact *****, Cricket Wireless Corporate Escalations Manager, ************.      
  
  We thank ************************ for his communication and will be available to assist him with his concern if he should still desire.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 **********************************************************************
  /JL

• Initial Complaint

  Date:11/30/2022

  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.

  ****** his badge number is ********** /Hpo091n- he was the sup and did not handle the call he should have because he could had pulled the phone call as i asked him . i had called to change the due date for my phone bill and the lady said i would have to pay $50 and i asked her and made sure that it was half of my bill that was due not paying just to change it and she said no it was half of my bill so i paid it. now my bill is due for the full amount and i called and he was not trying to listen to what i was saying or even helped .

  Business Response

  Date: 12/19/2022

  December 19, 2022
  
  Better Business Bureau
  Online Complaint  
  
  Complaint No: 18482164
  Re: *********************;     
  
  
  Dear Sir/*****, 
  
  This correspondence is in response to a complaint filed by *******************************. In the complaint, ******************** explains her interaction with a Cricket Care supervisor. ******************** called before to change her billing cycle due date, and at that time she was charged $50.  She was told her next bill would be half.  When the next bill came due, ******************** was charged the full amount.  When she spoke to a Cricket Care Supervisor to resolve this issue, her issue was not handled,and the supervisor was not listening to her.  ******************** paid the full bill to keep her service active.
  
  We contacted ******************** on December 16, 2022, to discuss her complaint.
  We can confirm that ******************** was informed that the payment made at the time of changing her billing cycle would cover half of her next bill. The information provided was incorrect the $50 payment was to cover from November 13 to November 28, but because ******************** was informed incorrectly, we processed a one-time credit to her account.
  
  Cricket Wireless values ********************** business and loyalty.The Cricket care team received the details of her complaint and will investigate her concerns and will take any actions they deem necessary.
  
  Cricket takes pride in our customer experience and is committed to providing excellent customer service. We value feedback and apologize for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met. 
  
  We thank ******************** for her communication and trust that this explanation properly addresses her concerns. 
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  1025 ******************* 
  *******, ** 30319 
  /NG 
  

  Customer Answer

  Date: 12/19/2022

   
  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:11/29/2022

  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 purchased a new device from ********************** and I was told I get some accessories with it but they told me the accessories were free of charge and that they come with the purchase of device, but according to my receipt I was charged over 50$ dollars for the accessories when I was told it's free and then I was also charged 11.99$ for the protection plan I did not want nor knew about I was paying . I would like a refund or a account credit of the total cost of accessories and protection plan . I was mislead and lied too . @ store *******************************************************************. Associates name is **********

  Business Response

  Date: 12/26/2022

  Better Business Bureau
  Online Complaint
  
  Complaint No: 18478533
  Re: *********************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ********************* regarding Cricket Wireless service. In this complaint, ************** states that a Cricket Authorized Retail representative charged him for accessories that he was told would be free.
  
  We spoke to ************** on December 7, 2022 about his complaint. Cricket Protect was removed from Mr. ****** account on December 3, 2022. As a one-time courtesy we applied a credit to his account for the items purchased. He is aware that we forwarded his complaint to the Authorized Retailers corporate.  
  
  We thank ************** for his communication and trust that this explanation properly addresses his complaint.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /KM
  

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18478533
  
  I am rejecting this response because:
  Only a 25 dollor credit was applied.... I was charged over *************************** the remaining balance and I had removed the protection it was not done by a representative . 
  Sincerely,
  
  *********************

  Business Response

  Date: 12/30/2022

  December 28, 2022
  
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18478533
  Re: *********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a rebuttal filed by ********************* regarding Cricket Wireless service. In this complaint, ************* states that he is rejecting the $25.00 credit because he paid $50.00 for the accessories.
  
  While speaking with ************** about his complaint on December 7, 2022 he acknowledged using some of the accessories on his device. He stated that he did not need the other accessories and would return them to the store if the Authorized Retailer (AR) requested him to do so. As a one-time courtesy we applied a credit to his account for the items he advised he would return once contacted by the ***
  
  No further credits are due to ***************
  
  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
  

  Customer Answer

  Date: 12/31/2022

   
  Complaint: 18478533
  
  I am rejecting this response because:
  I have never heard back from the store and as I said the representative applied all the accessories to my phone in store , and all I was told I was getting a case free with phone next thing I know there's a screen protector and charge box that pops up without my notice . I have been waiting for weeks now almost 2 months .... I don't think they are going to return 2 months old accessories. Like I said I still have yet to receive a response for returning items . 
  Sincerely,
  
  *********************