Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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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.
387 complaints closed in the last 12 months.

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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:11/06/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On september 28th we suffered a major hurricane in sw ******* as i am looking at my crickett phone bill and wondering why i am still being billed full charges when we had know service for almost 2 weeks and if you got servive it was maybe 15 minites in the wee hours of the morning so i expect a credit on my bill as i feel we have lost enough i dont feel we should have to pay for service that we did not have and sham on them for billing those charges
Business Response
Date: 11/15/2022
November 15, 2022
Better Business Bureau
Online Complaint
Complaint No: 18366507
Re: ***************************
Dear Sir/*****,
This correspondence is in response to a complaint filed by ***************************. In this
complaint, ****************** states she is in Southwest ******* and was impacted by the
hurricane. ****************** is requesting account credit for the two weeks she was without
service.
We reviewed ******************** account and provided her with a one-time account credit.
We contacted ****************** on November 14, 2022, advising the credit has been applied
to her account.
We thank ****************** for her communication and trust that this explanation properly
addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Customer Answer
Date: 11/16/2022

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:11/06/2022
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 an IphoneSE from Cricket Wireless 10/26/2022. I spent 2 hours while they were supposed to be transferring my old phone contents to the new phone. Got home and the only thing from the old phone was the number. Got Most of the info on the new phone the next day. Still don't have texts moved to the new phone. I have been back about 4 other times to get alerts for my emails. Spent 2 hours there today with the manager. After 2 hours he still didn't have it fixed so I asked for him to take the phone back and refund my money. He also jerked another phone out of my hand and deleted the video I was making. I have given them hours of my time getting the issue resolved and still have a phone not alerting me to emails.
Business Response
Date: 11/28/2022
********
Customer Answer
Date: 11/28/2022

Complaint: 18365955

I am rejecting this response because: Cricket employees were unable to get the phone to alert me to emails. The complaint should be for the Cricket store in *************, **. All stores are independently owned and corporate CANNOT do ANYTHING even if they wanted to.

Sincerely,

***********************
Business Response
Date: 12/01/2022
********
Customer Answer
Date: 12/01/2022

Complaint: 18365955

I am rejecting this response because: It's not up to me to go to an Apple website to troubleshoot a phone that 5 Cricket employees couldn't fix. I have already had my number switched back to my old phone about 2 weeks ago. All I want is a refund on the phone then Cricket employees can go the Apple website and see if they can fix the issue.

Sincerely,

***********************
Business Response
Date: 12/11/2022
PROVIDED RESPONSE
Customer Answer
Date: 12/11/2022

Complaint: 18365955

I am rejecting this response because: The only reason the 7 days for a return was past was because I kept giving them a chance to fix it. I should have given up the 3rd time I went back. When I get a chance I'll find different phone service.

Sincerely,

***********************
Initial Complaint
Date:11/06/2022
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.
Sunday, 11/6/2022. I received a text from Cricket saying my bill is due tomorrow and I can pay to day by going toy cricket app. I went to my cricket app to check my account and it did not show a credit on my account. It showed a balance due on Nov 8, 2022 of $50. I immediately paid the $50 due with my cash app card so as not to have my service interrupted on tomorrow, Nov 8. After I made the payment in the app, the app then **** a $100 total due and my payment of $50. So, I was immediately confused and made a call to cricket while still in the app. While on the phone with the representative, explaining the problem to her , ****** or *********, the app changed to showing a $60 payment due on Nov 8, 2022, then changed again today a $60 credit. I spoke to rep and explained that there had been a double payment because.of errors on my account showing in the cricket app. I said further that whenever this happened in the past I could reverse the payment in the app, but it was not allowing me to do that now. She initially told me that I only had a credit of $60 that would be used for the Nov 8th payment, but before hanging up she added at the end of the conversation that the credit I had would be applied to a future December 2022 payment. I immediately spoke up that it was a double oaemt because cricket texted me that I had a paent due and did not reflect that I had already had a credit that would cover the November payment and I wanted my double payment that I just made mo.ents ago reversed. She said they would not do that. I told her I am poor and a single parent of an infant and needed that money and would not have paid that far in advance but cricket deceived me into believing that I owed and had no credit for November. I asked her to escalate to a supervisor. She said I will get a call back in a half hour,which would be around 11:30-11:45 AM today.
Business Response
Date: 11/15/2022
November 15, 2022
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 made her payment, and it was not reflecting on her Cricket app. She states she made a double payment and is requesting a refund.
We researched ****************** account and found her payment was made on November 6, 2022 and applied to her account. Her payment was successfully applied towards her November bill and she does not have a balance until her next billing cycle.
We contacted **************** on November 15, 2022 and explained our findings. We explained her November bill was paid and she currently has a zero balance. She had no further questions or concerns.
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:11/04/2022
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 paid my monthly cricket bill 2 days before the due date. At the same time I added 10 extra gigibytes to my hotspot to finish out the final 2 days. I did not use even 2 of the 10 when the next day I had no connectivity. After near 2 hours on hold waiting for a supervisor I opted to pay another $10 for 5 more gigs just so my daughter could get back to work. My plan rolled over last night. Today my account is suspended.
Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau
Online Complaint
Complaint ID: ********
Re: ***********************************
Dear Sir/*****,
This correspondence is in response to a complaint filed by ***********************************. In this complaint, ************************** states he added a feature to his account and was not able to use it. He explained his account was then suspended and he is requesting a refund.
We researched Mr. ************ account and found his account is now active and he has a zero balance. We agreed to issue a one-time credit to his account, based on our findings.
We contacted ************************** on November 10, 2022 and explained our findings. We also provided our contact information in case he had any further questions or concerns.
We thank ************************** for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
****************************************************************** 30319
/JL
Customer Answer
Date: 11/17/2022

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 in this matter.

Sincerely,

***********************************
Initial Complaint
Date:11/03/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
9/24/22-auto pay for bill of $100 for (paid 8/26-9/25)9/25/22-added another line to our plan for $25 more a month 9/26/22- phones shut off and told we owed $126.33???total paid was $226.33 in September our monthly bill is only $125.00 a month (9/26-10/25)to date: 8/26-9/25=$100 + $10.32 prorate 2 days on old bill cycle for new line 9/26-10/25=$125.00 Total owed=$235.32 9/24=paid $100 9/26=paid $126.33 10/25= paid $110 Total paid $336.33 I have called customer service and have spoken to 2 supervisors. They tell me what I was charged was correct. I am not coming up with that. I have asked for detail of my charges and how they have determined this and they said that they can not email or text it to me.
Business Response
Date: 11/15/2022
November 15, 2022

Better Business Bureau
Online Complaint

Re:***********************
Complaint ID: ********

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In her complaint, ************** explains a problem with her bill and requested a correction.

On November 10, 2022, we contacted ************** to get more information about the issue. We reviewed **************** account and confirmed the charges. On November 14, 2022, we contacted ************** and informed her that we were not able to refund the balance requested, but we will be happy to issue a credit to her Cricket account for the balance. ************** agreed to the credit.

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

Regards,

Cricket Wireless
Customer Corporate Relations
1025 ******************
*******,** 30319
/NG

Customer Answer
Date: 11/16/2022

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:11/02/2022
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.
Phone # ************ - On September 24, I ordered a phone online from Cricket Wireless, order # ****************. I had to send it back due to no fault of my own. Was directed to and sent a label for me to send it back to you. On October 3, 2022, at 9:21 am, it was received in their warehouse.. Since that time, I have been trying to ************* back. Have spent many hours on the phone, getting something different from every person. on 10/28/22, finally got a supervisor, ******, told that there was a problem with how the refund/return was set up. He corrected it and said it would be escalated. Yesterday, 11/1/22, I received a txt that the refund had been sent to me in the amount of $153.09, which is what I paid, that money is not in my bank account. So this morning, 11/2/22, my phone has been suspended, all lines and recording tells me I must pay $119 to get it turned back on. Please note that this is the amount I paid for the phone itself. My acct is set up to pay on the 15th of the month, which I have paid thru 11/15/22, yet they turned it off due to money owed. It is like they are requiring me to pay them back the refund they owe me, leaving me getting stuck by them. They have given me about 5 different excuses, but I just want my refund back and my phone turned back own.
Business Response
Date: 11/11/2022
customer never responded
Initial Complaint
Date:11/02/2022
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 and paid for a phone online on September 21,2022. I never received my order. I have filled a claim with *** for "lost package". They stated that *** received a shipping label for the phone but never received it . *** responded that a claim was filed for the package. I have called cricket mobile several times asking for the phone to be sent or a refund. Cricket refuses to reimburse me and state that *** received the package. I feel this is a scam as evidenced by refusal to send me my phone. I just want my money back. Please help.
Business Response
Date: 11/17/2022
November 17, 2022

Better Business Bureau
Online Complaint

Complaint No: 18346566
Re: ***********************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***********************************. In this complaint, ************************** states she purchased a device from ********************** online and did not receive the order.************************** filed a claim with *** and contacted Cricket Wireless to request the device be re-shipped or she be refunded. ************************** did not receive a re-shipment; she is requesting a refund for the online order.

We reviewed ************************** account and online order, determined the order has not shipped.

We contacted ************************** on November 16, 2022 and informed her that refund has been processed back to the original method of payment and to allow 5 7 business days to see the credit on her statement.

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

Regards,

Cricket Wireless, Customer Support
1025 ***************
*******, ** 30319
/BN
Initial Complaint
Date:10/31/2022
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 recently damaged/broke my phone, I dropped it while at a party at a friends house and it was stepped and destroyed beyond repair. I when to my local Cricket store the next day, I do have insurance. When the rep looked at the phone he stated no way this could be repaired and I asked for a phone similar to the one I currently had. He never stated anything about filing an insurance claim or did he offer helping me file an insurance claim for compensation for my destroyed phone. I paid $244 for a new phone when I contacted Cricket by live chat today I asked why no insurance coverage for/towards a new phone. Cricket basically said, yep you have insurance but not for a new phone, we need to see if we could have repaired your phone. I informed the live rep the Cricket store rep never mentioned any of this and stated no way he could see my phone being repaired. I feel Cricket owes me compensation towards a new product and are basically hiding behind "fine print". I am 42 years old and have never filed a claim with them, never late on bills, I feel they are treating me like I try to get free phones from them all the time. As a customer I purchased "their insurance" and now that I need to use it I am being told I can't. My desired resolution to this is Cricket Insurance pays for my new/replacement phone of $244, as that is what their representative sold me.
Business Response
Date: 11/16/2022
********
Initial Complaint
Date:10/31/2022
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 to buy a phone for my disabled mother at cricket whom we share an account. While I was there and without my knowledge, the male employee ****** about 5,9, de-enrolled me in the Affordable Connectivity Program issued by the state or federal, not sure which one. This deducts $30 off my bill because I am poor. Soon after I received and email saying I de-enrolled and noticed that I lost the $30 discount for October. When I went to the store to fix this, I sat there for an hour and half for service only to be told they cant discount me for the service that their employee took me off of without my knowledge or consent. They told me to come back tomorrow so I can make him pay for it himself. Well, I already spent from *****pm dealing with this. My children have soccer games. I have to work. I already took several hours out of my day to get what I already applied for and never opted of corrected. Im blown away how horrible they treat they customers. I have to make the employee pay for it himself. What is that? Then I have to come back to demand him to do that? There was another guy their for several hours whos been having problems for months. He de-enrolled me in a state or federal program from low income families when I just applied a month ago and wont reimburse me for that in a normal capacity. They also refused to give my money back in the form that I paid for a phone I returned and offered me all cash or all credit. Then kept $40 of the refund and charged me $10 to activate my phone. Another phone I order, which the employee made me canceled, still hasnt been refunded to my acct. **** business days they said for $44). So now I am down $120+.
Business Response
Date: 11/10/2022
November 10, 2022

Better Business Bureau
Online Complaint

Complaint No: 18330072
Re: ************************;

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************************. In the complaint, ******************** state that she went into a Cricket Wireless Authorized Retail location to upgrade one of her lines. ******************** says her ACP benefit was removed from her account. She also stated she is looking for a refund for a device she returned along with the upgrade fee. Unfortunately,******************** also feels she was treated poorly and had to wait a very long time at the store.

We contacted ******************** on November 3, 2022, to discuss her complaint.
We can confirm that ********************** ACP benefit is active on her account, and she is continuing to receive the benefit each month.

We created a case and to be able to refund her online order.Cricket Wireless values ********************** business and loyalty. The Authorized Retailer 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: 11/10/2022
I do accept the response however they need to properly train the staff at this location. My ACP WAS de-enrolled without him telling me that. I even spoke to ACP who said I was enrolled. I had to re-enroll myself. I spent at least 6 hours on this entire event and trying to correct everything and I know many others have as well.
Yes, I accept but they need to train them properly. Everyone leaves frustrated and upset.
Business Response
Date: 11/16/2022
November 15, 2022

Better Business Bureau
Online Complaint

Complaint No: 18330072
Re: ************************;

Dear Sir/Madam,

This ************** is in response to a rebuttal complaint filed by ***************************. In this complaint, ******************** states she accepted Crickets response to her initial complaint however, wanted to share feedback regarding the employee training received at the Authorized Retail location in handling the *** program.

We contacted ******************** on November 15, 2022, to thank her for her feedback.

Cricket Wireless values ********************** business and loyalty.The Authorized Retailer received the details of her complaint 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 her feedback regarding the *** program.

Regards,

Cricket Wireless, Customer Support
1025 *******************
*******, ** 30319
/NG
Initial Complaint
Date:10/30/2022
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.
I purchased a device for my son in January and wasnt aware that i had to have 6 months of active service until i was trying to use the phone with a different carrier. In July i spoke with an agent over the phone and he told me i needed an additional 2 months of service to be able to unlock. Once i was made aware i then went and re started service and a new phone number since the timeframe had e passed and my previous number was given away. I paid for 2 months and was then told different things when i called and spoke with 2 different call center representatives Friday Oct 28 and Saturday October 29 2022 I was given the following info from *************** *************** Jan5-may52022 July-September *************** July-September The imeis are under the same IPHONE AND The second agent told me differently that its because it needed to be activated under the same number to be counted towards the 6 months. Im not sure how thats supposed to work when the number was given away.. i have paid the needed amount to have my phone unlocked and yet still having complications. None of the customer service reps have given me the same information and it gets very frustrating when I constantly have poor experiences.
Business Response
Date: 11/09/2022
November 9, 2022

Better Business Bureau
Online Complaint

Complaint No: 18334652
Re: *******************************

****************************************** is in response to a complaint filed by *******************************. In the complaint, ********************** is requesting her device to be unlocked.

We researched ********************** request and agreed to complete her request. We contacted her on November 9, 2022 and explained her device is now unlocked. We also provided our contact information in case of any other questions.

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

Regards,

Cricket Wireless
Customer Corporate Relations
1025 **********************************************************************
/JL

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Cricket Wireless, LLC is NOT a BBB Accredited Business.