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

  10006 W Florissant Ave Saint Louis, MO 63136-2102

• 

  Cricket Wireless, LLC

  1100 S 14th St Kingsville, TX 78363-6353

• 

  Cricket Wireless, LLC

  12018 W 95th St Lenexa, KS 66215-3803

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  Cricket Wireless, LLC

  13417 East Fwy Houston, TX 77015-5901

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:10/21/2022

  Type:Product 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.

  9/13 I paid my wireless bill in advance of Sept 14 - Oct 13 cycle. 9/18 I called to make some changes to my account. I paid $25 to port a line, $10 to add an additional line, and, on 9/23, $10 to add a mobile hotspot. All was applied t0 Sept 14 - Oct 13. No more was due for that time period.9/18, I was told that my total monthly bill would be $135. 9/19, I was contacted by CS and told that there was a problem with my bill. The system was not yet applying the "group pay discount". It was a technical issue and would be resolved by my next billing cycle. But I would need to pay $55 in advance of my 10/14 - 11/13 billing cycle. This $55 would be credited back to me on my 10/13 bill. CS explicitly stated on 9/19 that the total on my Oct 13 bill would be $85.83, reflecting the $135 total minus a $55 credit. I received another call from CS on 9/22 saying that they were escalating my problem and again assured my 10/13 bill would be $85.83.10/11, I received an automated message that my 10/13 bill would be $220. I contacted CS. They again assured me that the issue had been escalated on 9/22 and they would contact me within 2 days with a solution. They advised me to turn off "autopay" to avoid being overcharged, and that my service would not be interrupted. 10/14, my service was shut off. I contacted CS. They, again, told be they would contact me within 2 days with a solution, but I would be without service until then. They suggested the a "bridge pay" of $45 that would restore my service for 7 days while they resolved the issue. They explicitly stated that the $45 would also be credited back to me. 10/19, I received and automated message that my bill of $185 would be due on 10/20. I called CS and was told AGAIN! that they would call me within 2 days with a solution and my service would not be interrupted. 10/21 my service was shut off. I called CS and they now demand that I pay $160 to restore service until 11/13 and that my 11/14 - 12/13 bill will be $135. I refused.

  Business Response

  Date: 10/26/2022

  October 25, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18294993
  Re: ***********************************
  
  CC: ***********************************
          180 ***************
           ******************, ** 27527
  
  Dear Sir/Madam,
  
  **** correspondence is a response to a complaint filed by ************************************** the complaint ******************** states on September 18, 2022, he added a fifth line to his Cricket Wireless account. ******************** says he was then advised by the Cricket Wireless representative that he would be receiving the Cricket Wireless Group Pay Discount and his monthly bill would be $135.00 per month. ******************* says he was t contacted by the Cricket Wireless **************** team and was advised there was a technical issue with the group discount plan, and it would be resolved by the next billing cycle, but he would need to pay $55.00 in advance, and it would be refunded back to him. 
  
  ******************** says that on October 11, 2022, he received an automated message stating that his October 13, 2022, bill would be $220.00. ******************* contacted Cricket Wireless **************** on October 14, 2022, ******************** was told the issue has been escalated and he should turn off auto-pay to avoid service interruption.
  
  ******************** says his service was interrupted and was advised to pay $45.00 to set up Bridge-Pay with Cricket Wireless to restore the service and the $45.00 would again be refunded back to him. ******************** says his service was shut off again on October 21, 2022. ******************** is requesting a refund for the amounts he was promised would be refunded back to him.      
  
  We contacted ******** on October 24, 2022. ******************** advised us that he has since ported his service to another provider.    After reviewing the account, we have agreed to issue a refund back to ********************.   
  
  We thank ******************** for his communication and trust that this resolves his issue.
  
  Regards,
  
  Cricket Wireless, Customer Support
  ******************************************************************** 30319
  /EM

  Customer Answer

  Date: 10/31/2022

  Their response is mostly correct. On 10/24 I spoke with ***** at Corporate in *******. He said that I would receive a check for $100. As soon as I receive the check I will consider the matter closed. Thank you for your help.

  Business Response

  Date: 03/14/2023

  ********

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 18294993
  
  I am rejecting this response because: I do not yet have a check in hand. I don't know what attempt was made to contact me regarding this back in October, as they claim, but I have no record of a voicemail, email, or other attempted correspondence from that time period. I appreciate Cricket's promise to take this remedial action, but, so far, all I have seen is promises of what they WILL do. Frankly, if Cricket's customer support team had at virtually any time actually made good on any of the actions they had repeatedly promised to do, I'd still be a customer.

  It has now been a week since I spoke with ***** and he said I would have a check within 10 days. It's also been five months since ****** told me the same. I have not yet received either. As soon as I do, I will gladly close my complaint.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/21/2023

  ********

  Customer Answer

  Date: 03/21/2023

   
  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:10/21/2022

  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.

  cricket charged me fraudulent fees for mistakes they made of changing my phone number. then i purchased a new unlocked device and put in my sim, phone worked perfect for 3 days then cricket suspended my line because they CLAIM the device does not work with the network and i need to get a new device. but my phone was working. Then today they suspended my line after my bill was already paid and refused to give me my money back! and refuse to reactivate my **** services!

  Business Response

  Date: 11/12/2022

  November 12, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18293487
  Re:***************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ***************************. In this complaint, ****************** states Cricket charged him fees for a mistake they made in changing his phone number. ****************** states he purchased a new device, activated the device on the ********************** network and 3 days later the service was suspended, due to it being incompatible with the network. ****************** is requesting a refund for service.
  
  We reviewed ******************** account and agreed to refund him for service, reactivation fees, and phone number changes.
  
  On November 11, 2022, we contacted ****************** advising the refund has been processed and to allow 5 - 10 business days to receive the check via ** mail
  
  We thank ****************** for his communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  1025 ***************
  *******,** 30319
  /BN

  Customer Answer

  Date: 11/15/2022

   
  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:10/20/2022

  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.

  An individual arrived at a cricket store in ******** ******* with a cell phone that is under my ATT wireless plan with an active cell phone contract, in which I pay monthly for the phone; along with insurance on this device. ************************** allowed this individual to call into ATT from the Cricket store and request a temporary pin for the account. Mind you, I am the only authorized user on my account who should be able to make any changes. Both of these companies authorized for the individual to move the phone line along with the active phone I pay on, to a new account on cricket. I called Cricket, along with ATT and was told that anyone with possession of a phone on my plan/ account is able to submit for a number transfer. I paid a total amount of $1350 on this galaxy S20 and to no avail the phone along with the number was moved off of my account. Ive done business with ATT for 25 years. This has been extremely disheartening and discouraging when an organization doesnt live up to the privacy policy that is put into place. As the policy holder, I am the one whos social security number is attached to this account - where are my rights as a customer? What other information are they allowing for anyone to obtain without my permission? Major violation of my privacy rights. Cricket refused to assist me with this issue as to why my PIN number was changed on my ATT by someone who presented into cricket without my authorization.

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18292243
  Re: *****************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ********************************* regarding Cricket Wireless. In her complaint, ****************** states that Cricket Wireless and AT&T authorized an individual to move a phone from her active AT&T line to a new Cricket Wireless account.
  
  Account security is a top priority for Cricket Wireless. The individual who accessed her account had enough information to authenticate her account and make changes. If she hasnt already done so, we advise ****************** to file a police report regarding the suspected identity theft as well as work closely with AT&T for further assistance as she does not have a Cricket Wireless Account.
  
  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
  

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18292243
  
  I am rejecting this response because: Firstly, I was never present nor did I authorise any changes to be made to my account.  Im requesting my telephone number that Cricket wireless removed from my ATT account to be moved back to the original account. The only police report made will be with **************** for allowing my personal data and information to be modified without my permission. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/31/2022

  October 31, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18292243
  Re: *****************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a rebuttal filed by ********************************* regarding Cricket Wireless. In her rebuttal,****************** states that she was not present, nor did she authorize any changes to be made to her account. She is requesting Cricket Wireless to return her phone number returned to AT&T.
  
  Once again, we advise ****************** to file a police report regarding the suspected identity theft as well as work closely with AT&T for further assistance as she does not have a Cricket Wireless Account.
  
  We respectfully request that this complaint is closed at this time, as we are unable to assist further.
  
  Regards,
  Cricket Wireless, Customer Support
  1025 Lenox Park **** **************** 30319
  /KM

• Initial Complaint

  Date:10/20/2022

  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.

  For the last 6 months I have been reaching out to cricket telling them the issue I have been having with my phone service ,They told me I needed a new SIM card this is why my phone isnt getting service . I went and got another sim and I still dont get service I have rebooted the phone like they suggested I still dont get service . They were supposed to investigate it and tell me why Im having this issue I havent received a call yet I have insurance I was told by the store manager that it might be my actual phone so I called cricket and they were supposed to get back to me and let me in about the phone I havent talk to nobody yet . I pay my bill every month and they arent trying to fix the issue . I call support and they have hung up on me its very unprofessional . Im paying for a service that I never have access to all I ask is they fix this issue . I have been a customer for over 5 years this is unacceptable .

  Business Response

  Date: 11/07/2022

  November 7, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18291987
  Re: ***********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ***********************. In her complaint, ************ states she has been having issues with her service for 6 months. She has replaced the *** card and rebooted the device. ************ is still experiencing issues and would like them resolved. 
  We contacted ************ to gather additional details on October 21, 2022. We engaged our technical support team; they determined the service sites nearest ************ were experiencing issues causing incidents with voice and data. As of October 31, 2022, those issues were resolved.  
  We contacted ************ on November 1, 2022; we advised the issues were resolved. ************ informed use she was experiencing issues with webpages, receiving error messages, saying -unable to connect to site. We engaged our technical support team; they determined the issue ************ is experiencing is not a network issue, it is a device issue. 
  We recommended ************ delete unnecessary apps and reset her device. We provided *********** with our findings on November 4, 2022.
  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:10/20/2022

  Type:Product 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 had to start another account to port my husband's phone number over to Cricket. It wouldn't completley port over after we paid for the first month's service and the *** card. The Cricket store in *********** said they couldn't help **, so we called customer service and had a case opened. They kept calling me asking to me to go over the problem over and over again. Then they claimed to have called later leaving voicemails AND sent me text messages, which they didn't. I called to get a status and they told me the case was closed and unresolved. They refuse to give me a refund or to credit my other account with the service I was NOT able to use. The phone number ported over was ************. The last customer service agent told me that I had to reactivate the service to get more help on it and refused to give me a refund.

  Business Response

  Date: 11/07/2022

  ********

  Customer Answer

  Date: 11/07/2022

   
  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:10/20/2022

  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 Cricket to upgrade my cell phone because my other phone which was still under warranty the speaker went out and they refuse to fix it by the time I left Cricket I left on $736.66 because the employee ****** sold me unnecessary accessories I contacted Cricket's customer service and they said due to ******************** policy that once you make a transaction they cannot go back and fix it I am 100% disabled they took total this total advantage of my mental status to have me owe them this much money I want to get rid of this accessories that they sold me and pay the phone out right.

  Business Response

  Date: 11/08/2022

  November 7,2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18254332
  Re: ***********************
  
  Dear Sir/Madam,
  
  This ************** is in reference to a complaint filed by ***********************. In this complaint, ****************** states that a Cricket Authorized Retail employee charged him for accessories without his knowledge.
  
  We spoke to ****************** about his complaint on November 3, 2022. Accessories purchased from a Cricket Store are subject to that Authorized Retailer's return policy.
  
  As a one-time courtesy, we applied a credit to Mr. ******** account for two of the accessories he purchased.
  
  We thank ****************** for his communication and trust that this explanation properly addresses his complaint.
  Regards,
  Cricket Wireless, Customer Support
  1025 ********************
  *******, ** 30319
  /KM
  

• Initial Complaint

  Date:10/20/2022

  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.

  9/27/2022 i ordered online with cricket wireless an iPhone 14 Pro. It was delivered 9/28/2022. I contacted Cricket on 9/28/2022 and was given RA20206570 by the ************* ***************). Product was returned at signed by an employee named ****** at the dock. I have included a proof of delivery by **** I have contacted cricket by phone on many occasions to get an update and I still do not have my refund for the return of the device and monthly service I was charged. I have spoken to three managers in customer care *********, *****, and ********* and two of them have escalated this issue and still no resolution. A refund case was created C-P9RW5E over a week ago and no one has followed up with me. Two different ******** associates confirmed that the device was received on 10/3/2022 and that they have sent notifications to customer care to issue the refund. No one follows up with me and I get passed back and forth when I call in. ********* was supposed to call me back in 20 mins on 10/20 however its been 6 hrs since I last spoke to her. The tracking number and return info is attached.

  Business Response

  Date: 11/09/2022

  ********

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service 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, most of my phone's functions stopped working. I could only make/receive calls, unless I was connected to wifi. October 4th - I went into the store listed above, and told two workers about my phone issue. One identified herself as the manager. The manager and the employee told me my phone was too old and I needed an upgrade to correct the issue. October 14th- I returned to the store to purchase the recommended phone, IPhoneSE. I was told it was new and never been used. The phone was not charged, and all my info did not transfer like I was told it would. I was then told I needed to go home and plug it up to my computer and it will automatically restore everything (including apps). That was not true, I had to individually download the apps. On October 18th, I called Apple Tech, and after troubleshooting I was told this is a carrier issue, not the phone. The Tech Support Rep doesn't believe I needed to upgrade my phone.On October 19th, I went to the store to return the phone. I was then told I would be charge a fee for returning the phone. To avoid the fee, I exchanged the phone. With the new phone I had the same set up issues. When I started to leave I could not access the apple maps phone due to disconnecting from the store's wifi. None of my questions could be answered (Why is the battery drained if its new? Why does it overheat so easily? Why am I still having issues with access to apps when I was told previously it was a phone issue? If the issue is not resolved why am I being charged to return it?)I said twice, I want to file a complaint, the store member called his manager, I was refused by both on who and where to file the complaint. I called cricket customer service, and stayed on the phone for an hour dealing with transfers and was told I would have to return the phone to get a billing adjustment? Then the call ended. I called back and they were closed. My phone has updated twice within the 5 hour time span I received it.

  Business Response

  Date: 11/09/2022

  ********

• Initial Complaint

  Date:10/20/2022

  Type:Product 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 bought a phone from them online and I didn't like it. I returned it within the return window. I was supposed to get a refund within 10 business days. I still have not received it. Phone order number ****************. *** tracking number 1Z2E09798728240227 .They received it back to them on 9/28/22. I should have received the refund by 10/13. I want my refund of $461.49.

  Business Response

  Date: 11/04/2022

  November 4, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18252704
  Re: *****************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *****************. In this complaint, ********* states she purchased a device online from ********************** and returned the device within the return window. ********* has not received her refund.  She is requesting her refund for the device she returned,
  
  We reviewed ************ order and verified the return.  We have processed her refund.
  
  We contacted ********** on November 1, 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

  Customer Answer

  Date: 11/04/2022

   
  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:10/18/2022

  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.

  10/3/2022 6 am. $110 was charged to my account for cell services on 2 lines. Same day at 11 am, I transferred my numbers to ATT (who owns Cricket). I changed due to the fact that i was paying for service that wasn't supposed to "slow down" during busy times. It was slow a lot of times and sometimes the service cut out altogether. I visited the store on several occassions and they said that the tower may be getting worked on, or that i may need to update my phone, etc. ATT people said that since i was cancelling same day as bill was due, that i wouldn't be charged. I did not recieve services for the $110 and i would like a full refund. The service wasn't worth what i was paying anyways and couldn't get anywhere with anyone.

  Business Response

  Date: 10/31/2022

  October 31, 2022
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 18243597
  Re: *****************************
  
  Dear Sir/*****,
  
  This correspondence is in response to a complaint filed by *****************************. In this complaint, ******************** states she paid for service and ported out the next day due to slow service. ******************** is requesting a refund for unused service.
  
  We reviewed ******************** account and found she did not use the service. We made a one-time exception and provided ******************** a refund.
  
  We contacted ******************** on October 27, 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