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

  1100 S 14th St Kingsville, TX 78363-6353

• 

  Cricket Wireless, LLC

  12018 W 95th St Lenexa, KS 66215-3803

• 

  Cricket Wireless, LLC

  13417 East Fwy Houston, TX 77015-5901

• 

  Cricket Wireless, LLC

  14583 Orchard Pkwy Unit 500 Westminster, CO 80023-9250

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:11/12/2022

  Type:Order 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.

  Pay my bill every single month and every single month my service is not working most of the time properly. I call multiple times a week they lie and say all towers are down. This is a lie. There customer service constantly hang up on me. I can't get anyone on the line without having to go to the business multiple times a month.

  Business Response

  Date: 11/29/2022

  November 29, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18395251
  Re: *****************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ***************************** regarding Cricket Wireless. In her complaint,****************** states she experiences connectivity issues monthly on her Cricket account.
  
  We attempted to contact ****************** on November 19, November 28 and November 29,2022, 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 Lenox Park **** **************** 30319
  /KM

• Initial Complaint

  Date:11/11/2022

  Type:Sales and Advertising 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.

  Hi my names ********* and I am a previous employee with cricket wireless in ***** ******** and i am filing a complaint against the company because I had worked a full two weeks and never received a check and when I questioned the employer they claim they cant do nothing about it. I have continued to work and additional two weeks and yet have not been paid out for the previous pay period.

  Business Response

  Date: 12/01/2022

  November 30, 2022
  
  Better Business Bureau    
  Online Complaint
  
  Complaint No: 18394125
  Re: ************************************;  
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *******************************. In the complaint, **************** states that she is a previous employee of Cricket Wireless in ***** ********, and she never received a payment. *************** is requesting a payment for the full two weeks previously worked.
  
  All Cricket Wireless Authorized Retail locations are independently owned and operated.  **************** was an employee of that specific store location.  **************** will need to contact the leadership or ************************* of that ***** ******** location. 
  
  We attempted to contact **************** on November 28, November 29,and November 30, 2022, but we were unsuccessful in reaching her. Should **************** still desire assistance with her concern she may contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.     
  
  We thank **************** for her communication and will be available should she need our assistance in the future.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 ********************
  *******, ** 30319
  /NG

  Customer Answer

  Date: 12/01/2022

   
  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:11/10/2022

  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.

  Got cricket service last year on 4 phones. ******* worked alright up until September 10 this year when 2 phones on my account both iphones stopped working making and receiving, calls,messages or data in the middle of the afternoon. This was late evening so i waited until the next day to call cricket for assistance. Once i called they went through all these steps to test the service and try and get the phones operating again. None of them worked so then they tell me i need to contact the insurance provider and see if they can assist me because it may have been the iphones as the other phones on the account are not iphones and they were working fine. Although bith going out at the same time for no reason was far fetched in that the problem would be with the phones themselves. So i contact the insurance they tell me its 250 per phone deductible to get each replaced. I call cricket back and tell them i just dont have that kind of money and it seems odd that both phones were working fine and then both lost service at the exact same time and now cannot be used. So then they try testing the sim cards in the phone. They claimed the Sim card were inactive and that i would need to purchase two new sim cards from them and then call them and let them activate them. Now these are the same sim cards that came with phine and were working fine before but they say are no longer attached to my account and that they are no longer any good. My kids continue to use their phones with only wifi as the way to use them. No service whatsoever from cricket. So i paid my bill Sept 08 for $151 then again Sept 27 for $132 and was unable to use two of the lines starting Sept 10th evening until mid October not certain the exact day but i know it was at least until Oct 15th. Then all of a sudden the phones started working again without having changed **** cards or without anymore assistance from cricket. I called today and asked for some sort credit for the two phones not working and they refuse

  Business Response

  Date: 11/30/2022

  November 30, 2022
  
  Better Business Bureau    
  Online Complaint
  
  Complaint No: 18388742
  Re: ***********************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ************************** the complaint, ************ states on September 10, 2022, two of her phones stopped working.  ************ is asking for a service credit for the time she was without service.  
  
  We attempted to contact ************ on November 28, November 29, and November 30, 2022, 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 the number provided.     
  
  We thank ************ for her communication and will be available should she need our assistance in the future.
  
  Regards,
  
  Cricket Wireless
  Customer Corporate Relations
  1025 ********************
  *******, ** 30319
  /NG
  
  
  
  

• Initial Complaint

  Date:11/10/2022

  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.

  *********** check his calling log n discovered no calls list n or out STARTING OCTOBER 26 - October 29 .at that time *********** were to fly from ********* to ******* those day from Oct 26 when miss flight at *********** airport in *********,ok call Lyft,********** reservations at ******************,call yellow cab , order food,call SOUTHWEST AIRLINE,CALL FRONTIER airline book a flight to *******,why they refusing to list my correct and complete calling logs on those 3 days please investigation unfair business tactics against the consumers by not listing all info **** consumer did.

  Business Response

  Date: 11/29/2022

  ********

• Initial Complaint

  Date:11/08/2022

  Type:Sales and Advertising 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.

  For cricket wireless they have a $60 services which include a mobile hotspot. If you have Autopay then it knocks off $5. Last month I tried the lower plan but decided I like my hotspot and moved back up. My next payment shows to be in the amount of $55 which is how its always been. However I couldn't set up my hotspot. I called and they said I had a $55 plan which doesn't include hotspot. They refused to move my account to the $60 plan where it should have been and correct the autopay discount and instead was trying to extort more money out of me and my account. IF I was on the $55 plan then with autopay it should have looked like $50. I have never had issues until now. But the fact that I had to call twice because I got hung up on the first time and the second time they didn't want to provide me a service I had paid for really shows a light on this company and their morals.

  Business Response

  Date: 11/29/2022

  ********

  Customer Answer

  Date: 11/29/2022

  When it came time for me to pay my next bill I had already lowered it to the $30 plan because why pay extra for services I am not receiving. Anyway it is all in the past, I am no longer paying the $60 plan and all I ask is that they do better in the future. 

• Initial Complaint

  Date:11/08/2022

  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.

  ********************************* filing on behalf of brother ***************************** (has ************** problems). On 10/27/22, ****** purchased a new TCL Classic flip top phone (paid $75.59) at this location because his current phone had water damaged (receipt attached). When he brought the phone to me (on 10/28/22) to input information (as he is not tech savvy), I advised him that he should have not gotten this type of phone because mechanism is too complicated for him and he should have purchased the same Android phone he had. I called Cricket 10/28/22, spoke with an agent and confirmed that the phone with all its ****************** could be returned within (7) days at the purchase location. On Monday, 10/31/22, my brother and I went to said location and once explained to cashier the situation, she needed to call the other employee (assuming supervisor). She looked in the system, went in the back room, came back out and advised that the phone was put in the system as a REPLACEMENT phone and she could not refund or exchange said phone, I would have to speak with warranty and file a claim. When asked why, she replied that the ist flip-top phone was not working, therefore she could not activate, so she in turn put the 2nd one in system as a replacement phone (which was her error). Tried to contact them there to no avail. then after getting some other processing information, I took the *************** back and left. As my brother needs a phone because of his health problems, we went to another company and purchased a phone that day. By the way, at 1st she was very short with us & fishing for excuses. On 11/7/22 I reached out to ***************** spoke w/**** who transferred me to ************** and both of them were no help at all, kept passing the buck to someone else and finally then transferred me back to **************** who did not answer. # on Complaint is ***********************, **************** is *********************** #************** Preferred contact is myself, ***********************

  Business Response

  Date: 11/28/2022

  November 28, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18369331
  Re: *****************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by ********************************* (filing on behalf of brother) *****************************. In this complaint, ******************** states ******************** purchased a device from a ********************** Authorized Retailer, that was later determined not to be a good fit for ********************. ******************** attempted to return the device withing the 7 days return period but was told the device was in the system as a replacement device and could not be returned. ******************** is requesting a refund.
  
  We engaged the leadership at Cricket Wireless Authorized Retailer, they contacted ******************** and she requested a full refund. The Area sales Manager is working with ******************** to coordinate the refund.
  
  We thank ******************** and Ms. ********************************* for their communication and trust that this explanation properly addresses their concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******, ** 30319
  /BN

  Customer Answer

  Date: 11/28/2022

   
  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. My sister and I are going to meet with *****, a representative for Cricket) on Wednesday, 11/30/22 at their ************** location in ************ to sign a form and receive the refund in the amount of $75.58.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/08/2022

  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 switched four cell phone lines to cricket wireless Tuesday October 4th, 2022. The monthly cost was $100 for four lines. I accidentally gave them one wrong number in one of the phone numbers. I called them to correct my mistake. I had to make several phone calls that lasted 45 minutes to an hour. I was told that I would receive a phone call from someone higher up to correct the situation. No one called me back. I was told this 3 times. I was also hung up on twice after waiting for 45 minutes or longer. No one knew how to correct the mistake. I even asked them to cancel and start the processes over. They told me That is not necessary.Since my cell phones could not be activated they were of no use of me. I called and asked for a refund. I had pre-paid $100 for wireless coverage. They told me that I would have to dispute it with my bank. Since my phones were never activated that they can not refund me the money. They did take out $100 out of my account on Thursday, October 6th, 2022. They did not help me activate the phones to use. So they are not helping me activate the phones or correct the mistake. But they did take $100 out of my account and then told me it can not be refunded because my phones are not activated.I call my bank and they said theres nothing they can do on their end, other then make sure Cricket Wireless does not take out another payment from my debit card. I would like a refund of $100 since they are not able to correct the mistake and activate my 4 cell phones. Thank-you *****************

  Business Response

  Date: 11/14/2022

  ********

• Initial Complaint

  Date:11/07/2022

  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.

  Date of transaction 11/7 Purchase Price ****** I wasn't informed about there being a warranty on my device when I brought it in for a software issue that would have been covered under it. I was led into purchasing a new device at full price even the device was only 6 months old.

  Business Response

  Date: 12/02/2022

  PROVIDED RESPONSE

• Initial Complaint

  Date:11/07/2022

  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 this Cricket store location on August 30th 2022 to purchas a new phone due to my old phone breaking and occasionally becoming unresponsive. The worker there ***** asked me what I was looking for in a phone and what phone I currently had, I told him I was looking to get a ******* because that's what my boyfriend has and I like it. But he pushed me to get this ******** phone and I figured I would try it thinking he might know I would like, the people have usually never steered me wrong. I used the phone over the weekend and had nothing but issues with it, it wouldn't load ANYTHING unless I was connected to wifi, even if what I was loading didn't need wifi or data. So I went back September 6th to exchange it, ***** refused to help me and got his boss ****, he asked me why I needed to exchange it and I told him then he proceeded to tell me that it wasn't the phone just my connection and I must not like the phone, then said he couldn't exchange it because the computer was down and to try tomorrow. He told me the computer was down every day until the 9th, he had ***** (the one who sold me the phone) do the exchange. **** asked him if everything was ok because it was taking a bit and ***** told him yes. Finally he got my new phone rang up and I paid. The next day I was looking at my receipt that they emailed to my mom given we are on a family plan and credit card statement and noticed they didn't refund me my money, just sold me a new phone. I went back up there 3 days after that and complained to **** the manager and he's been giving me excuses, he finally emailed his boss and put me in the email with them and I talked to him and told him what happened and now he's stopped responding to me also. So they have stole $122 from me because they haven't refunded me the money for the phone I returned. I do have receipts, emails, text and a witness who was with me every time I went to talk to them.

  Business Response

  Date: 12/02/2022

  refunded

• Initial Complaint

  Date:11/06/2022

  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.

  I returned a cell phone that I purchased through affirm.cim in July 2022, I was told after two months of trying to get answers in my refund that it was approved on July 28th 2022. I waited and nothing showed in affirm.com loan page. I contacted affirm to help me in which they did but it's still sitting in dispute and it's now November 2022. I was told **** business days. Yet again I called cricket for the 10 time getting the run around now affirm told me cricket did refund finally in September but not for the whole amount now again it's holding my loan with affirm on hold for dispute and I can't purchase anything due to cricket wireless negligence. A return in which.was suppose to take **** business days is now on in month 4. I'm not sure why this is going on but cricket wireless could care less about their responsibility to me. The phone was returned in the allotted time and was granted a refund. I shouldn't even need to bring affirm in on this as this is the responsibility of cricket wireless to return all money upon receiving the product back.

  Business Response

  Date: 11/29/2022

  November 28, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18366830
  Re: ***************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *************************** regarding Cricket Wireless. In her complaint,******************** states purchased a Cricket Wireless device via Affirm. She returned the device and has not received the refund to date.
  
  We spoke to ******************** on November 28, 2022 about her complaint. Our records show she received a refund for order **************** (device only) on September 27, 2022. We advised ******************** the upgrade and activation fees was non-refundable.
  
  Notwithstanding Crickets policy we made a one-time exception and applied a credit to her account for the upgrade fee.
  
  She is aware that she will need to speak with Affirm directly to have her account cleared on their end.
  
  We thank ******************** for her communication and trust that this explanation properly addresses her concern.
  
  Regards,

  
  Cricket Wireless, Customer Support
  1025 Lenox Park **** **************** 30319
  /KM

  Customer Answer

  Date: 11/29/2022

   
  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,
  
  ***************************