Business Profile

Mobile Phone Service

Cricket Wireless, LLC

This 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

1,278 total complaints in the last 3 years.
388 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:09/28/2022
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 a service card at ******** They are NON REFUNDABLE I get home I went to activate a new phone on a new account and it would not let me. It kept saying uh oh something went wrong. I called Cricket they said that there was already an account . I said no I don't. They said your name is associated with a other phone number and pin I said well it's not mine. They would not help me. I tried to go on there website again and all of a sudden it said maximum number of tries reached. I called and they said the card pin had been locked so I asked them to unlock it they kept asking for my account I said I don't have one yet and I'd get hung up on. This has been going on for almost 2 weeks. I called the presidents office and *******, ******, *****, *****, **** all said " we emailed cricket for you you should get a call in 2-3 days" I've gotten NO response. I'm now OUT 200 dollars. And every time I call cricket or ATT who owns cricket I get NO HELP. their customer service is in ***** or Columbia now and they say they don't even know what a service card is. And they keep saying " we can't help you without an account number or phone number." I tell them I don't have either and I get hung up on.
Business Response
Date: 10/13/2022
September 30, 2022

Better Business Bureau
Online Complaint

Complaint No: 18142019
Re: ***************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************** regarding her Cricket Wireless service. In this complaint, **************** states she went to ******* to purchase a Cricket phone and service plan. An employee at ************** Services assisted her with the purchase. When she got home, she was unable to activate the service. **************** advised she attempted to get assistance from ******* and ************** Services but has been unsuccessful.

************** Services is an Independently Owned and Operated Business. **************** will need to reach out to their leadership team directly for assistance.

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

Regards,

Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Initial Complaint
Date:09/27/2022
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 was charged $208.59 two times for one phone. I only received one phone. They overcharged me by $208.59. I got the first charge back from bank for the first $208 59. Cricket then deactivated my phone. I tried to contact Cricket first and give them a chance to fix the problem, with no luck. They said they could not see the overcharge, but they cancelled my phone service, saying I owe them for 2 activation fees. I lost another $48 for this and would like to get that back as well and an additional $75 for a emergency phone and one month service from straight talk, for a total of 331.59.I have included supporting documents. For more info contact me at ************, or by email at ***********************
Business Response
Date: 10/04/2022
October 4, 2022

Better Business Bureau
Online Complaint

Complaint No: 18138409
Re: *****************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***************************** regarding Cricket service. In his complaint,******************** states Cricket charged him two times for one phone. He goes on to say, his device was suspended after he initiated a chargeback with his financial institution to retrieve the duplicate payment. He is requesting a refund.

We spoke to ******************** about his complaint.On September 30, 2022, a refund was issued to ******************** in the form of a check for the duplicate online order charge and mailed to the address provided.He will receive the check in the next 5 to 7 business days. We also issued a partial service refund back to his original form of payment on October 4, 2022.

******************* advised he no longer wants the device he purchased. We emailed him a return label. Once we receive the device is received, we will issue a refund in the form of a check.

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

Regards,

Cricket Wireless, Customer Support
1025 ********************
*******, ** 30319
/KM
Customer Answer
Date: 10/09/2022

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:09/27/2022
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.
1. 06-12-2022 Purchased a 100GB 5g data plan and cellular router which has a 7 day return policy. After 4 days i knew that the plan wouldn't work for me so I opted to return. 2.06-17-2022 Received the *** and shipper number via email from Cricket The return process was 4 phone calls and multiple transfers to finally receive an RA and return shipper with tracking number. After 10 days I hadn't received a refund so I tracked the item via the shipper number attached to the Cricket Email to confirm that it was received at Cricket. It was received several days prior. 3. 06-27-2022 Another phone calls to Cricket they confirmed they received the router as *** said but was instructed that they needed more time to process the refund. 4. 9-4-2022 After checking my statement some 6 weeks later I found still no refund. 3 phone calls and speaking with a manager it is left up to me to find the tracking number that they produced and prove the item was returned 2 months ago. So conveniently for them they delete 30 day old tracking numbers and apparently have no warehouse return records. The managers solution? I'm to go to *** and find the tracking number and he'll arrange for a team member to call the following day. *** keeps records for 30 days. No team member followed up. So without the tracking number that Cricket erased and without warehouse receipt that Cricket lost of I'm out $80 5. 9-14-2022 in A follow-up chat on ******** I was told I'd have an answer in 2-3 business days. No response.
Business Response
Date: 10/10/2022
October 10, 2022

Better Business Bureau
Online Complaint

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

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************. In this complaint, ******************** states that on June 12, 2022, Hot Spot. ******************** decided to return the equipment, and after many calls, he was able to receive the ** number. ******************** was advised that after 10 days, he will be refunded. Three months later and after several calls to Cricket Care ******************* has not received his refund.
We researched Mr. ********* account and confirmed that the refund has already been processed. We contacted ******************** on October 6, 2022, and he stated that his issue has been resolved. ******************** had no further questions.

We thank ******************** for his communication and trust that this explanation addresses his concerns.

Regards,

Cricket Wireless, Customer Support
1025 ************************************************************** 30319
/NG
Initial Complaint
Date:09/27/2022
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 an iPhone 11 back on September 4th, 2022. I purchased the phone online. I received the phone on September 7th, 2022. The phone came & it was defective. I called customer service online & they told me to return the phone at my closest cricket location. I went to my cricket *************** told me that if the phone was purchased online & I will need to return it back online. I called online customer *********** got hung up by so many agents and also got transferred with so many different departments. They transferred me to the warranty department who told me that they will replace it for me for a refurbish phone. I told them that I do not want any replacement. their policy stated that I can return the phone within 7 days in order to get my full refund. I told them that I wanted my full refund back to me. The warranty department finally gave me the return label to return the phone at a *** location. I return the phone on those 7 days period. The phone was return on September 9th, 2022. As of today, I did not receive my refund. I have been a loyal customer with ******************** for so long. I called so many ************ kept telling me that they will send the refund back to me, but they never did. Please help me get my refund back.
Business Response
Date: 10/03/2022
September 30, 2022

Better Business Bureau
Online Complaint

Complaint No: 18134355
Re: *******************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ******************************* regarding Cricket service. In his complaint, Mr. ******** is requesting a refund for the online order he purchased on September 4, 2022 and returned to Cricket Wireless on September 9,2022.

On September 28, 2022, we opened voyage refund case C-LK6D6Q on Mr. ********** behalf, and a refund was issued back to his original form of payment. We thank him for his patience and do advise refund times can vary by financial institution.
We thank ********************** for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless, Customer Support
1025 **************************************************************** 30319
/KM
Initial Complaint
Date:09/27/2022
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.
August 1, 2022 I decided to switch phone companies, I noticed they were having specials going on at cricket store address ******************************************************************* Ste. A, store called 101: ***************, I spoke to ************** told him I wanted a ************* 5G he told me there was 2 the new one which is $89.99 is discounted to $49.99 and the original one is $49.99 but is free because I'm switching to cricket, that being said I told him I'd rather have the new one that's discounted, through the whole process trying to switch from ******** to cricket I told him to make sure he gets me the right one and responded with, "trust me I will get you the right one", so I did and when the process was finished I paid using my credit card and noticed he accidentally charged me for a phone case when I told him I didn't wanted the phone case, so instead of fixing it he decided to give me $30 cash, as time passed I wasn't aware how the bill was due, so i got charged for a late fee since I was supposed to pay August 31, so when I got the chance to set up autopay online I noticed I was scammed so I called customer service to verify and was told I'm supposed to have the new ************* 5G phone went to the store to talk to ************** he right away denied giving me the wrong phone without accessing my account, I explained to him that he had deals going on and had that phone discounted and the original was for free but he said he had no deals going nor a free phone and told him if you had no deals how was I able to get my phone a free phone that same day and switched the subject saying I got what I paid for then insulted me saying he thought I was smarter than that and then told me to leave and then called the cops then tried to get my wife involved saying she looks more reasonable, called customer service to explain to him he gave me wrong phone but cop show up I told ************** I have customer service to explain to him I have the wrong phone but told cop he does not want to talk to me.
Business Response
Date: 10/07/2022
October 7, 2022

Better Business Bureau
Online Complaint

Complaint No: 18133561
Re: *****************************

****************************************** is in response to a complaint filed by *****************************. In the complaint, ******************** states he did not receive the correct promotion for his new device.

We attempted to contact ******************** to discuss his concerns on October 5, October 6, and October 7, 2022 but we were unsuccessful. 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 **********************************************************************
/JL
Initial Complaint
Date:09/26/2022
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.
New service started 6 -30 -22. Bought phone and requested number transfer to align with cricket promotion. 4 months later, after many attempts and money lost due to thier unprofessional way of handling transfer, I still do not have service even though I've been required to pay the bill and was promised after each payment service would be started. Still no service. Please help. Business is suffering. Billing adjustment and service at minimum. Number given on this form for use only as necessary but can talk to person if needed at given number. I still have no service
Business Response
Date: 10/21/2022
We will be in contact with ****************** until resolution is complete
Initial Complaint
Date:09/25/2022
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.
I recently asked cricket Wireless for a copy of my most recent billing statement and they provided that to me with my name and account number but not the address I asked them why and they stated because they don't send out bills to people's houses however my bank they don't send bills out to the house but they give a billing address to it and if I want to online statement my address comes up and I can go through that particular app to get it and they definitely want a billing address when you give them a credit card therefore it should only be required that they put the correct address that they have on file on their statements I would like to company to thoroughly explain why they do not put the billing address on the statement however what your address in order to get service and what your address for the correct credit card or debit card information what are they trying to do steal my personal information
Business Response
Date: 10/10/2022
********
Customer Answer
Date: 10/10/2022

Complaint: 18126741

I am rejecting this response because:
Just because somebody called me up on the phone and told me that they don't send out physical statements does not mean that they cannot put the billing address on it when you sign up for service they want your social security number they went your mailing address they want your physical address the least I could do is have an explanation on why they don't want to put that on their billing cycle billing statements

Sincerely,

***********************
Business Response
Date: 10/17/2022
********
Customer Answer
Date: 10/17/2022

Complaint: 18126741

I am rejecting this response because:
That is absolutely no excuses exactly the same letter that they did but it's all good I'm going to go to the *** and complain

Sincerely,

***********************
Initial Complaint
Date:09/25/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On more than one occasion we pay our bill when it's due and our service is still suspended and then they want to charge 30 per line on all 6 lines to reactivate. This is theft by deception. I have the proof we paid and the proof my account is suspended after full payment was made.
Business Response
Date: 10/18/2022
October 18, 2022

Better Business Bureau
Online Complaint

Complaint No: 18125881
Re: *************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by *************************. In this complaint, **************** is stated that she made a payment, and her account was suspenped. When she reactivated her account she was charged a reactivation fee. She is asking credit for that fee.

We contacted **************** on October 10,2022, to discuss our findings. After researching her account we found that she was suspended for making a partial payment. We emailed her on October 13, 2022 and asked **************** if she signed up for a Bridgepay payment.

On October 17, 2022, **************** responded back stating that this was all false information and was reviewing it with her legal representative. We advised since she has legal representation,we are no longer able to assist.
We thank **************** for her communication and trust that this explanation properly addresses her complaint.

Regards,

Cricket Wireless, Customer Support
1025 *******************
*******, ** 30319
/GR

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Cricket Wireless, LLC

Cricket Wireless, LLC

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Cricket Wireless, LLC

Cricket Wireless, LLC

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