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

  1008 Taylor Ave Towson, MD 21286-8312

• 

  Cricket Wireless, LLC

  1024 Harlow Rd Springfield, OR 97477-1141

• 

  Cricket Wireless, LLC

  1050 W Colfax Ave STE E & F Denver, CO 80204-2071

• 

  Cricket Wireless, LLC

  112 W 87th St STE M5 Chicago, IL 60620-1318

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:04/23/2023

  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 service in the extended area around my home became interrupted approx 2/26/23 due to severe storm damage to nearby wireless infrastructure. Cricket advised that service would be restored by approx 3/8/23. This date came and went, with service continuing to be so abysmal as to make my 100 gb data plan practically unusable. Cricket provided no instruction as far as dealing with the service problem as an ongoing issue, so I temporarily downgraded my plan until stable service could be restored in the area. On approx 4/11/23, cell service was strong/stable again and I immediately tried to restore my previous data plan, however Cricket customer service insisted that my 100 gb/$55 month plan was no longer available, and I would have to pay $90/month now for the same amount of data. It was explained that had I not downgraded my plan, though, I would still have my original 100gb/$55 plan. Because I had only downgraded my plan temporarily to deal with Cricket's ongoing service problem, I believe I'm entitled to have my original plan restored.

  Business Response

  Date: 05/08/2023

  May 8,2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 19972146
  Re:********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ********************. In this complaint, ******************** states in February 2023 the service in her area was interrupted due to severe storms. Cricket advised the estimated time of restoration was March 8, 2023. The service was not restored by March 8, 2023, and ****************** downgraded her data plan. Once service was active, ****************** contacted Cricket Wireless to request her previous rate plan and was informed the 100GB/$55.00 was no longer available. ****************** would like to restore her previous rate plan.
  
  We contacted ****************** on May 4, 2023. We reviewed ****************** account; she was on an expired rate plan. We advised ****************** any changes made to the account would result in the loss of the expired rate plan.
  
  On May 6, 2023, we advised ****************** we are unable to add the expired rate plan back to the account.
  
  We thank Ms. ****************** for her communication and trust that this explanation properly addresses her concerns.
  
  
  Regards,
  
  Cricket Wireless, Customer Support
  ****************************************************************
  /BN

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19972146
  
  I am rejecting this response because:

  My impression is that Cricket customer service is truly interested in helping customers, however they are hamstrung by company policy. It was simply not possible for the agent to accomodate my reasonable request, or offer another alternative or workaround. 

  Cricket company policy should give its employees more latitude to correct issues its customers are dealing with.

  I came to Cricket less than a year ago, paying off a hotspot that would have otherwise been free to get out of a contract, and buying a new hotspot with Cricket. With where things currently stand, I did this switch at a loss. I will be looking at alternatives going forward.

  Sincerely,
  
  ********************

  Business Response

  Date: 05/11/2023

  May 11,2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: 19972146
  Re:********************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by ********************. In this rebuttal,******************** states her impression is that Cricket's customer service is truly interested in helping customers, however they are hamstrung by company policy.It was simply not possible for the agent to accommodate my reasonable request or offer another alternative or workaround. Crickets company policy should empower its employees more and give more options in resolving customer issues amicably.
  
  We appreciate ****************** feedback.  We will share this feedback with our senior leadership team.
  
  We thank ****************** for her communication and trust that this explanation properly addresses her concerns.
  
  
  Regards,
  
  Cricket Wireless, Customer Support
  ********************************************************** 30319
  /BN

  Customer Answer

  Date: 05/11/2023

   
  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:04/22/2023

  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 chatted with the customer service and and bought the plan on April 20/2023. they checked the phone is compatible. I bought monthly plan for $40 and SIM for $9.99 with a total of $49.99. I discussed I'll transfer the plan on April22, 2023 as that's when my existing plan with other provider ends.April 22, 2023L: I kept trying but eSIM didnt get set up. called customer service talked for ********* and they could not get it going and advised to go to the store. I drove down to the store, they wanted to charge me again $10.82 for a new eSIM QR code and not guarantee if this would work and would be another charge for a new QR code. SO they told me a physical SIM for $10.82. The phone worked but then I could not make a call to ******. The store rep confirmed its included and talk to Cricket on the phone. I chatted and they rep told me there is a glitch on the website and they are fixing it. I asked the money back or include the plan and refund me for the physical SIM as well. they didn't want to do that and rather upsell me, for which I declined. After the rep, spoke to the manager, he didn't want to refund or include ******/******. The screen shorts clearly mention that ****** and ****** is included. I chat with the rep is being attached and screen shot is highlighted with yellow.Very frustrating experience. I need $10.82 back and include ******(which it says online) or I need full refund of $49.99 and $10.82 but would need a couple of days to port my number.

  Business Response

  Date: 05/04/2023

  processed refund request

• Initial Complaint

  Date:04/22/2023

  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 a cricket store in ******* ***** and the rep was little nice and I was charged a *** card fee . But I never gotten a *** card but she told me it was e-sim I rather have the *** card that I paid for instead after I gotten my phone activated my calls would drop too much and never had this problem before and I need a *** card send to me or a refund of the *** card fee .. and better service

  Business Response

  Date: 04/28/2023

  April 27, 2023
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No: 19970959
  Re: ******************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by ******************. In this complaint, ************** is requesting a refund for his purchase of a new sim card he did not get.        
  
  We contacted ************** on April 27, 2023, to discuss his concerns. We offered a onetime credit for a new sim card. He agreed and had no further questions.
  
  We thank ************** for his communication and trust that this explanation addresses his concerns.
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  **********************************************;
  *******, ** 30319 
  /JL 

• Initial Complaint

  Date:04/19/2023

  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.

  This is regarding cell service and Cricket wireless holding a phone hostage after it has been paid for in full. The phone was purchased in Jan 2022 after thoroughly discussing the situation surrounding the purchase of this phone and it is now evident that the sales person purposely withheld policy information to complete the sale. Called to try and get phone released to be able to activate elsewhere and were told that was against policy and advised there was nothing to be done due to our specific situation and that we would have to take the loss of a brand new phone. Cricket refused to credit account for value of phone after discussing that policy could not be broken so reactive phone. After asking to speak to a manager which only happened after calling 3 times as we where dropped and transferred to lines that only ring. Finally got the highest manager on the floor ********************************* on the line. However we failed to reach an agreement as he stated he was not in the power to approve a credit or come to any other agreement. Again we were told its basically a loss and nothing could be done. When we asked to speak to someone higher he stated the only way to speak to them would be to fly to corporate offices in *******. I highly doubt this is the only way and as someone who works in a corporate building the building is secure and we do not want clients coming to the building especially unannounced.

  Business Response

  Date: 05/10/2023

  ********

• Initial Complaint

  Date:04/19/2023

  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.

  Opened phone service with Cricket Wireless on the 7th of April 2023. They have failed to uphold their contract claiming the past 2 weeks that towers are down and refuse to do anything to fix the issue. I haven't had phone service since activation.

  Business Response

  Date: 05/01/2023

  May 1, 2023
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No: 19957337
  Re: *********************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *********************************. In the complaint, ************************ states he has not been able to get service on his device since he activated his account.
  
  We attempted to contact ************************ to discuss his concerns on April 27, April 28 and May 1, 2023, but we were unsuccessful in reaching him.Should ************************ still require assistance with his concern he can contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.      
  
  We thank ************************ for his communication and look forward to assisting him should he still need assistance.
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  **********************************************;
  *******, ** 30319 
  /JL 

• Initial Complaint

  Date:04/17/2023

  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, the 4/8/23 , me and my wife, ********, went into Cricket wireless and asked for 4 lines with 5g phones. We walked out with what we thought were 4 5g phones. I am a veteran, and 51yrs. Young. We were have trouble with the phones we have. We called the agent back on Saturday the 15 th. About the phones. We were told that we got the 4g lte version for two phones. We even told the agent we wanted the 5g multiple times. She said due to the fact it was 8 days they could help. Now we are stuck paying for a 5 g service that we can't even use. The reason for the 5 g is that I need it for some of the programs we run at work. She even helped us pick out the phones. And then we get the phones tested and they are 4g lte..... Not what we wanted and are locked in for 1yr...... Not right. I feel we were taken advantage of because of.

  Business Response

  Date: 05/11/2023

  May 11, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: ********
  Re: *************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *************************
  In this complaint, ******************** visited a Cricket Wireless Authorized Retailer to purchase 4, 5G devices. ******************** experienced an issue with one of the devices. He contacted the Cricket Wireless Customer Support Team and learned two of the devices were 4G LTE versions. ******************** would like to exchange the 4G devices for 5G devices,
  
  We engaged the leadership at Cricket Wireless Authorized Retailer, we were informed ******************** was made aware the devices he was purchasing were 4G, as the Cricket Wireless Authorized Retailer was out of stock of the 5G devices. ******************** contacted the store 3 days beyond the 7 days return period. He was informed the return period has expired. On May 11, 2023, ******************** was provided with these findings.
  
  We thank ******************** for this communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  *****************************************************************
  /BN

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19941560
  
  I am rejecting this response because:
  

  No this was not true. But I will not release the BBB. Cause this is wrong. To treat a vet. Don't worry about it will go viral. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/12/2023

  May 12, 2023
  
  Better Business Bureau
  Online Complaint
  
  Complaint No: ********
  Re: *************************
  
  Dear Sir/Madam,
  
  This ************** is in response to a complaint filed by *************************
  In this rebuttal, ******************** states the Cricket Wireless Authorized Retailers response is incorrect.
  
  In Mr. ********* original complaint,he stated he purchased the devices on April 8, 2023. The invoice shows ******************** purchased the devices on April 6, 2023.
  
  At this time, this Cricket Wireless Authorized Retailer was out of stock with the 5G devices that ******************** was requesting. ******************** continued with the purchase; the invoice indicates which devices are 5G. ******************** contacted the Cricket Wireless Authorized Retailer after the return period expired. Cricket provides a 7-day return policy for qualifying devices. The return policy is on the invoice.
  
  On May 11, 2023, ******************** was provided with these findings.
  
  We thank ******************** for this communication and trust that this explanation properly addresses his concern.
  
  Regards,
  
  Cricket Wireless, Customer Support
  *********************************************************** 30319
  /BN

• Initial Complaint

  Date:04/16/2023

  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 activated a data plan with cricket wireless, I brought my own device which was an unlocked Netgear m1 from ***** For some reason, they couldn't get it to work. Cricket charged me about $72, including a $25 activation fee. they told me to take it to ***** I knew att had nothing to do With it. I took it to att and they say the item is unlocked and they have nothing to do with it.. despite that I buy another mobile hotspot unlock and they still couldn't activate it.. I ask for a refund and they agree but told me that they couldn't reimburse me the activation fee, which is $25 because of corporate. I'm not responsible for their unable to provide the service that promises/guarantee to provide.

  Business Response

  Date: 05/16/2023

  May 16, 2023
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No: 19942791
  Re: *****************************
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by *****************************. In the complaint, ******************** states he attempted to activate a new service but was not successful. He is requesting a refund for the payment he made.       
  
  We researched Mr. ********* account and found his device was not able to be successfully activated. There was no usage found on his account.
  
  We contacted ******************** on May 12, 2023 to discuss our findings. We agreed to make a one-time exception and requested a refund with our back-office team. Once Mr. ********* refund has been processed, he can expect his refund back within **** business days in the form of a check.     
  
  We thank ******************** for his communication and trust that this explanation addresses his concerns.
  
  Regards, 
  
  Cricket Wireless, Customer Support 
  **********************************************;
  *******, ** 30319 
  /JL 

• Initial Complaint

  Date:04/15/2023

  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.

  A customer service representative on 04/03/2023 between the hours of 6:00 pm and 9:00 pm MST provided my information to a scammer without verifying their identity, resulting in the transfer of my phone number to a different phone. This leaves my phone without service giving me an off-network error and provided access to my bank account through ******** authentication resulting in an attempt to wire transfer $941.14 to a ********** account in the *****************. (Now scammers have my personal information.) I paid $68.00 on the 25th of March for the following month (April 2023) of service I did not receive. Plus the inconvenience of taking off from work to go to a Cricket store in Sugarhouse to get a new SIM Card and number I never received because the **************** rep refused to set it up on her end and told the store manager who tried to help to sell me a new service, a service I already paid for disregarding the instructions left by ***** in there ********** to fully compensate me. ***** in their ********** gave me a Case ID: C-UDQOHK.

  Business Response

  Date: 05/01/2023

  May 1, 2023
  
  Better Business Bureau
  Online Complaint 
  
  Complaint No:19940476
  Re: ****************************;  
  
  Dear Sir/Madam, 
  
  This ************** is in response to a complaint filed by ***************************. In this complaint, ************ states that his wireless numbers were fraudulently ported out to another carrier without his permission. ************ is requesting a refund for service.    
  
  We want to assure ************ that his accounts security is a top priority for Cricket Wireless. After researching his account, we believe he may be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual may then have used Mr. ***** phone number in an attempt to gain access to other accounts where ************ uses his phone number for verification. If he hasnt already done so,we advise ************ to file a police report regarding the suspected identity theft. 
  
  Our records indicate that we were able to retrieve Mr. ***** wireless number, restore his original service plan, apply eligible credits to his account. On May 1, ******* processed a refund back to the original form of of payment for the April 2023 statement.
  
  We thank Mr. ***** for his communication and trust that this explanation properly addresses his concern. 
  
  Regards,
  
  
  Cricket Wireless, Customer Support 
  ************************************************;
  *******, ** 30319 
  /NG 
  
  
  
  

• Initial Complaint

  Date:04/14/2023

  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 locked my phone that I own. They said I did not keep service on it for 6 months so I have to reactivate it and keep service on it before they will unlock my phone. I own this phone and did not purchase from them. We discontinued service due to not having reliable coverage where we live. My husband has a brain injury and we were missing medical phone calls so we turned off the coverage and went with another carrier. I do not owe them money but they still will not release/ unlock my owned phone.

  Business Response

  Date: 05/09/2023

  unlocked device

  Customer Answer

  Date: 05/09/2023

   
  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:04/14/2023

  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 called in on March **************************** it was stolen . I said can u suspend the line for now. I called back on March 14 said I found the phone. They had put in stolen. I never said stolen. From March 14 to today the phone hasn't worked. I did everything they told me to do. I stayed on the line for over an hour each time I called. Each call was told something else to do. I was just led on a wild goose chase. I have not had u guys for long and I'm very ?? with your people you call. I talked to who was the manager who refused to give me someone else to talk to. They tried to blame me for the phone not working. It is on their end and they weren't smart enough to figure it out. I asked to take off the balance of the phone bill the days it didn't work. I was told we just ain't going to do that. I don't know about you but who wants to pay for a service you haven't been able to use. I would like to say u have **** poor help and they do not know what their doing. I tried to get number to call corporate office and they refused. I feel like I need to have my phone bill fixed. They refused. Is this this even a legitimate company. It seems to me u make it so we can't get ahold of anyone to complain. My number is ************ . My name is *********************** and I would like to make a formal complaint and get phone bill lowered and talk to someone. Very disappointed in your company. Please *********** your trying to s**** me over by not letting me send this.. this has gone since March 10 to now April 4 th no phone service. Would u pay a bill on a phone that has no service. I have tried for several days to call corporate. I couldn't find any way to get ahold of them. They have the worst customer service. They told me different things each time I called. One call they manually took it off stolen list. Nothing worked finally talked to some with some common sense and they did something to get kine going. I had no service from March 10 to April 4 th. I shouldn't have to pay

  Business Response

  Date: 05/02/2023

  provided credit for days of device being placed on lost list