Mobile Phone Service
Cricket Wireless, LLCThis business is NOT BBB Accredited.
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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
- 1,275 total complaints in the last 3 years.
- 384 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:11/20/2022
Type:Service or Repair IssuesStatus: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.
Transaction was dated nov 4th. I cancelled my cell phone service with cricket wireless. They told me i didnt have a credit on my account and then told me because my account was closed they couldnt issue any refunds to me and to contact my bank. Ive attached the image of my account and part of the text window. Im really irritated with cricket because of this issue first completely dismissing me and then telling me that i didnt have a credit when i know i did then hanging up on me while trying to get it resolved.Business Response
Date: 12/08/2022
December 8,2022
Better Business Bureau
Online Complaint
Complaint No:18442838
Re: *************************
Dear Sir/Madam,
This ************** is in response to a complaint filed by *************************. In the complaint, ************** states he canceled his account and left a credit balance.He is requesting a refund of the balance left on the account.
We researched **************** account and found he canceled his account on November 17, 2022. The account had a credit that was left on the account. We would like to advise ************** of Crickets terms and conditions which state: Amounts paid for Service Charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your Account is suspended or canceled, for any reason, any remaining balance will be forfeited. Full terms can be found at www.cricketwireless.com/terms.
We contacted ************** on December 8, 2022 to discuss our findings. We agreed to make a one-time exception and requested a refund with our back-office team. Once ************** refund has been processed, he can expect his refund back within **** business days in the form of a check.
We thank ************** for his communication and trust that this explanation addresses his concerns.
Regards,
Cricket Wireless, Customer Support
1025 ******************
*******, ** 30319
/JLInitial Complaint
Date:11/18/2022
Type:Sales and Advertising IssuesStatus: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.
Ad in the app says $5 if you use autopay. Nothing extra, no terms and conditions. Clicking the ad in the app takes you directly to enable autopay, but doesn't apply discounts.Business Response
Date: 11/29/2022
November 29, 2022
Better Business Bureau
Online Complaint
Complaint No: 18438507
Re: *******************************
Dear Sir/*****,
This correspondence is in response to a complaint filed by ******************************* regarding Cricket Wireless. In his complaint,********************** states he added the AutoPay feature via an Ad but has not received the $5.00 credit to date.
We attempted to contact ********************** on November 19, November 28 and November 29,2022, but we were unsuccessful in reaching him. To investigate ********************** s 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 Lenox Park **** **************** 30319
/KMInitial Complaint
Date:11/18/2022
Type:Service or Repair IssuesStatus: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 was short on money to pay my Cricket Wireless cell phone bill when it was due. Cricket shut off my service the next day, which was November 10th, so l called their hotline and set up a bridge pay with their customer service ********** turned my phone back on for $30, which gave me 7 more days to pay the remaining balance. At 12:00 AM on November 11th my phone service was shut off. I had a big job to do on the 11th, and being a freelance videographer I needed to have my phone ON. Cricket customer service did not open until 9AM, which is the exact time my job started. I had no time to call Cricket and resolve the issue while I was working, and finally was free to call them at 6PM. It turns out the *** had completely screwed up the bridge pay, which is why my phone was shut off only hours later. The new *** activated my bridge pay correctly and turned my phone back on. This failure by the *** really put me in a bind and made my day much more difficult and stressful than it should have been. I want a credit of $40 for my trouble. I asked a *** supervisor to give me the credit, and she said they would let me know within a few days. I never heard back from her.Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau
Online Complaint
Complaint No: 18437724
Re: *******************
****************************************** is in response to a complaint filed by *******************. In the complaint, ************ states his ********* was not setup correctly and caused his service to be suspended. He is requesting a credit for the inconvenience.
We researched ************** account and found his ********* was setup a day after he contacted the Cricket Wireless ************* Team. Based on our findings we agreed to issue a one-time credit to his account.
We contacted ************ on December 5, 2022 and explained our findings. His account is now active with a credit being applied to his next billing cycle.
We thank ************ for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 **********************************************************************
/JLInitial Complaint
Date:11/16/2022
Type:Product IssuesStatus: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 was unable to pay my cellphone **** after losing everything due to hurricane. It had been more then 3p days so when I was able to pay I called cricket and was told to establish service again I needed a new sim card so I paid for a new one and was advised it needed to be signed for upon delivery from us. I never recvd it and called 20 days after I purchased it. Customer service advise me that *** said it was delivered but nobody could provide me with a confirmation signature. I never received it. I asked for supervisor and was told they don't have any supervisors to speak with me the first time. I I called back after being without a phone for over a month and was told that if complete needed to be filed through *** so I contacted GPS and they told me I couldn't file it due to the fact that I didn't place the order. I called back to Cricket and was told I was out of luck there was nothing that could be done. I called again and another representative said he would start a complaint for me but the call was disconnected unexpectedly and no one returned my call. I basically paid for something I never received and they seem like they are unable to communicate or refund my money therefore I plan to file legal action and a complaint with the consumer division of the ******* Secretary of State immediately. This has resulted in a loss of business since I use my phone strictly for my business which I ran before the hurricane and I'm trying to get back on my feet. I am a veteran and had plans to open a non-profit which have now fell under since I haven't been able to work since losing out money on a phone that I paid for and I never could use. The customer service is unethical and does not follow the proper business policies required by the state of Georgia I do not recommend doing business with Cricket Wireless because it is joke and they just rip people off it seems. There are several others that I've spoke to and a class action suit will be filed if this is not handled immediatelyBusiness Response
Date: 11/23/2022
November 23, 2022
Better Business Bureau
Online Complaint
Complaint No: ********
Re: *******************************
Dear Sir/*****,
This correspondence is in response to a complaint filed by *******************************. In this complaint, ****************** states she placed an online order for a SIM card and did not receive the order. ****************** is requesting a refund.
On November 17, 2022, we contacted ****************** to gain additional details on the online order. At that time,we were advised ****************** has legal representation. We informed ****************** moving forward all communication will be from our legal team.
We thank ****************** for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BNInitial Complaint
Date:11/15/2022
Type:Billing IssuesStatus: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, retails in ******** **********. "*********************"I received a messages from Cricket wireless, someone change my PIN number without my authorization. One of the family member trying to changes things on this account on their own but this account is under my name. Cricket Wireless without contacting me to authorize changes but make it happened without account holder's consent on changing personal information and PIN! After speaking to them, they give no solutions but ask me to set a new PIN as they have already change my PIN prior my consent!This is not aceptatble and I need this to be address ASAP.Business Response
Date: 12/05/2022
18408967Initial Complaint
Date:11/15/2022
Type:Billing IssuesStatus: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.
Paid for extension. ***** was not credited to my account. ************* suspended. Loyal customer of 3 years. 2 lines ********** amount of $20 on Nov. 6 *Sent reminder text by Cricket on Sunday 11/13/22 to pay $61 or get ********* extension. *Hit link in text. Paid $36 for extension on 11/13/22 *Service suspended at midnight 11/15/22 *called 611.. on hold for supervisor for over an hour, hung up *called back got supervisor *********************** who said I needed to pay $79.99 to restart service.*explained ********* and extension. Asked where my $36 is because I didn't pay for no reason. *ASKED *************** FOR HIS SUERVISOR. HE SAID HE DIDNT HAVE ONE AND THERE WAS NOONE I COULD SPEAK WITH. I ASKED IF CONVERSATION WAS RECORDED. HE SAID YES. Called again. ********. ID:I-XNCMFE was informed that if u recieve ACP credit of $30 but your account is suspended, you are required to pay the $30 credit again to restart service.Business Response
Date: 12/05/2022
********Initial Complaint
Date:11/14/2022
Type:Customer Service IssuesStatus: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 got hacked, it seems like a sim swap scam. My cricket account security question and pin code were changed and I was locked from my account. The number was used to perform fraudulent activities on my bank accounts as well. Cricket customer support didn't provide any help to protect my information, restore my account or at least stop my number so it doesn't continue to be used for fraud. Their customer support is not knowledgeable they don't have a process to protect or help customers from identity theft or fraud.Business Response
Date: 12/05/2022
********Customer Answer
Date: 12/05/2022
Hello,
Cricket claims that they tried to contact me and couldn't reach me. Below is the email they sent on Nov 23rd, saying that they couldn't investigate my account and I responded same day providing the phone number with the issue and the account number.
They also claimed they reach out on Nov 28th. I haven't got any contact on Nov 28th, I wonder if they are trying to call me on the number that I am saying it was stolen!!
On Dec 1st, they sent an email that they tried to reach out to me and they were not successful. Asking me to call their support on their ***** number (*****-CRICKET) is a waste of time, since I will be put on hold till forever. They haven't provided the direct contact number for *****, their escalation manager that they want me to contact. And clearly he didn't see my response when I sent him an email as I never received a reply back through email!!!!
Completely unacceptable and it is very disappointing getting this response after almost a MONTH waiting!!!! If they want to solve this, they can reach me on *************. Other than that they are continuing to waste my time. I am reporting fraudulent activities and Identity theft that their company allowed!!! The action and response need to be taken more seriously.
---------------------------------------------------------------- EMAIL COMMUNICATION ON NOV 23RD ------------------------------------------------------------------------------------------------------------------
Cricket Customer Success <********************************************************> Wed, Nov 23, 8:32 AM (12 days ago)
to Rasha.elmasry
Rasha,
This is a follow up email to informed you that we attempted to research your account but cannot locate with the number your provided. Please provide us with your Cricket number or account number. Thanks, and we look forward to assisting you.
Regards
***********************
Manager Cricket Customer Success
1025 *************** 8th Floor
******* **, 30324
Email:************************************
Phone: *****-CRICKET
cricket wireless
Ref:MSG0318086_EcIhvql0BwHa5JiaGyz1
Rasha Elmasry <***********************> Wed, Nov 23, 10:56 AM (12 days ago)
to Cricket
My cricket number is
************
Account number: *********Business Response
Date: 12/12/2022
********Initial Complaint
Date:11/14/2022
Type:Product IssuesStatus: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.
See All document in the photo uploade sectionBusiness Response
Date: 11/17/2022
November 17, 2022
Better Business Bureau
Online Complaint
Complaint No: 18399416
Re: *******************************
Dear Sir/Madam,
This ************** is in response to a complaint filed by *******************************. In the complaint, ******************** provided screenshots of his device but did not provide a detailed complaint.
We attempted to contact ******************** to gather more information on November 15, November 16, and November 17, 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 look forward to assisting him with his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 ********************
*******, ** 30319
/JLInitial Complaint
Date:11/12/2022
Type:Product IssuesStatus: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 10/11/22 I purchased a phone on line, the phone would not work correctly I returned the phone on October 17th it was received and cricket will not refund the phone price and they have no excuse why it just keep saying they will look into it the refund is $249.49Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau
Online Complaint
Complaint No: 18396462
Re: *********************
Dear Sir/*****,
This correspondence is in response to a complaint filed by *********************. In this complaint, **************** states he purchased a device online and returned the device on October 17, 2022, and still has not a refund. ********************* is requesting a refund.
We reviewed ****************** order and found he returned the order. We processed the refund. We contacted **************** on December 5, 2022, and informed him the refund has been processed back to the original method of payment and to allow 3 - 5 business days to see the credit on his statement.
We thank **************** for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BNInitial Complaint
Date:11/12/2022
Type:Service or Repair IssuesStatus: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 joined cricket on 30th March 2022. There I bought 3 new contacts **********************6 and **********) with 3 phones from your below agency. ******************************************************************************************** At that time I suggested to them that I have 2 new ******* S22 ultra phones (**** number- *************** and ***************) and they can use my 2 phones instead of 2 phones from you. He said there is no problem with that. In this way, they also put SIM cards in my two phones. They also claimed that phones purchased from them can be unlocked after joining Cricket for 6 months.After a few days my ******* phones hotspot was not working so I went to the shop where I bought the cricket connection and told them. Accordingly the agent made a phone call to cricket customer service and discussed with them and changed the **** numbers. That is, **** numbers of two phones bought by cricket have been removed and **** numbers of my two ******* phones have been changed instead. You know it was done by your agents and I can't log into your system. Also, since the relevant telephone conversations are recorded in the institution, they can be heard again. Also, no party had informed me at that time that the phone purchased from that company cannot be unlocked by changing the **** number. I paid the company $110 per month for 7 consecutive months from March 30, 2022 to October 31, 2022.I called you to unlock my phone 3 times but you refused to unlock it saying that I have not used the phone in 6 months. Later, I called your Supervisor Mrs. ****** and told her my case, but the response was the same. Didn't even try to help me at least. Because of this I switched from your service to another service on November 5th. Accordingly, I request you to unlock those 3 phones with below **** as you have been buying the respective new phones from the company for 7 months. **** Number - *************** , ***************, *************** cricket Account number *********Business Response
Date: 11/15/2022
November 15, 2022
Better Business Bureau
Online Complaint
Complaint No: 18395797
Re: *******************************************
Dear ********** ************ correspondence is in response to a complaint filed by *******************************************. In his complaint, ********************************** states he came to Cricket Wireless on March 30, 2022, with 3 devices and he paid for 7 months of consecutive service. He called Cricket Wireless to request the devices be unlocked and was advised the devices are not eligible to be unlocked. They have not been active on Crickets network for 6 months. ********************************** is requesting the devices be unlocked.
We reviewed the IMEIs provided by ***********************************The IMEIs are not eligible for unlock, as they do not meet the requirement of active for at least six months of paid service.
Cricket Wirelesss Device Unlock Policy states: If you have a Cricket phone, it may have been programmed with a lock that prevents it from operating with other compatible wireless networks. Cricket will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer, and you have met the following unlocking requirements:
The device you want to unlock has been active for at least six months of paid service on that device.
The device is designed for use on and is locked to Cricket's network.
The device has not been reported lost or stolen.
The device is not associated with a fraudulent account.
To view the full, unlock policy please visit https://www.cricketwireless.com/legal-info/device-unlock-policy.html Crickets unlock policy is part of the terms and conditions of service which customers accept at the time of activation and each month upon renewal of service.
We provided ********************************** with our findings on November 15, 2022,
We thank ********************************** for his communication and trust this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BNCustomer Answer
Date: 11/15/2022
Complaint: 18395797
I am rejecting this response because:They did not read and understand my complaint properly. They have understood this only to check my **** number as per their rules. But I have already told them everything since my first complaint.
I ask them to check and answer the respective questions separately as below.
1.First they should check my account number ********* for when I joined their service. How many consecutive months has the account been maintained? (I joined Cricket on 30th March 2022 - this account has been running continuously for over 7 months.)
2. When were the following **** ***************, ***************, *************** phones purchased? from where? So, have the phones been purchased on the same day as the employee? (I joined cricket service on 30th March 2022, and I bought this phone from their agent on the same day. For that they can also check their agent account)
3. Who logged into their cricket account and changed the **** number and why? Whether or not the consumer was notified of the potential impact on the consumer at the relevant time must be ascertained. For that their phone conversations can be checked.
4. I continued your relationship for 7 months. Also, the phones taken from your agent are kept in my custody for 7 months. What has happened is that my personal phones have been replaced by yours. But the **** is entered into your system and changes are made by your agents as per your requirements. At that time your representatives did not inform me that such a problem could arise.
However, please let me know how the following clause has been violated by staying with your service for 7 continuous months from the date of purchase of the phone.
(They have not been active on Cricket Network for 6 months. Mr. **************** asks to unlock the devices.)
Also, I request you to read my initial complaint very carefully once again and I hope for a satisfactory reply. But otherwise, I request that my complaint be forwarded to another higher official.Sincerely,
*******************************************Business Response
Date: 11/17/2022
November 17, 2022
Better Business Bureau
Online Complaint
Complaint No: 18395797
Re: *******************************************
Dear ********** ************ correspondence is in response to a complaint filed by *******************************************. In his rebuttal ********************************** states he came to Cricket Wireless on March 30, 2022 and had services with Cricket Wireless for 7 months. ********************************** further states someone logged into his account and changed IMEIs. ********************************** is requesting the devices be unlocked.
We reviewed ********************************** account and IMEIs.********************************** established service with Cricket Wireless March 30, 2022. The IMEIs provided by ********************************** were not on Cricket Wireless network for six months of paid service. The requirement is the device must be active on Cricket Network for six months of paid service. We further reviewed the IMEIs and determined, the IMEIs were not changed, the *** cards were swapped between devices.
Cricket Wirelesss Device Unlock Policy states: If you have a Cricket phone, it may have been programmed with a lock that prevents it from operating with other compatible wireless networks. Cricket will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer, and you have met the following unlocking requirements:
The device you want to unlock has been active for at least six months of paid service on that device.
The device is designed for use on and is locked to Cricket's network.
The device has not been reported lost or stolen.
The device is not associated with a fraudulent account.
To view the full, unlock policy please visit https://www.cricketwireless.com/legal-info/device-unlock-policy.html Crickets unlock policy is part of the terms and conditions of service which customers accept at the time of activation and each month upon renewal of service.
We provided ********************************** with our findings November 17, 2022.
Cricket Wireless stands by its original decision. The devices do not meet Cricket Wirelesss unlock requirements.
We thank ********************************** for his communication and trust this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BNCustomer Answer
Date: 11/17/2022
Complaint: 18395797
I am rejecting this response because:
I continued your relationship for 7 months. Also, the phones bought from your agent are kept in my custody for 7 months. What has happened is that my personal phones have been replaced by yours. But I asked that from your agent while picking up the phone. He said that it is possible to unlock these phones by staying for 6 months continuously. If your agent had told me this at that time, I would not have been associated with cricket at all. Also this is because a new user cannot read the unlock results without accessing your phone network. Also nothing has been stated regarding my issue. Your representatives did not inform me then that such a problem might arise.
However, since the phone remains with your service for 7 consecutive months from the date of purchase, please reconsider.
Sincerely,
*******************************************
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