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

1,268 total complaints in the last 3 years.
376 complaints closed in the last 12 months.

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Submit a Complaint

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:04/13/2023
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.
Contacted Cricket to cancel 1 of the 5 lines about 3 weeks ago and was reassured the line will be canceled by the end of the cycle as I was already a week into month (prepaid). I asked the rep close to 3 times, I don't care as long as it's cancelled by the before I get charged (PLEASE HAVE THE COMPANY TO LOOK AT THE LOGS). But sure enough sneaky-cricket failed to cancel the line (****) as promised and hit me again for "another" month of service! I asked to speak with a supervisor which was a waste of time as she "once again" failed to address my issue! This is the 2nd time the company has failed to deliver (1st time was last year after my grandfather plan was changed without my concern to a higher price... Even though they called it grandfathered). I am requesting to be credited $25 for their mistake (again, look at the logs of when I contact cricket 3+ weeks ago).
Business Response
Date: 04/13/2023
Could you please see that this is redirected to Cricket wireless?

Looks like weve requested it be moved before?

Thank you,

*******************

Manager

Office of the President

AT&T Services, Inc.

**********************************************************************
m ************ | **************
Business Response
Date: 04/17/2023
********
Customer Answer
Date: 04/17/2023

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. Thanks for your support and assistance during this process!!!
Cricket Exec Staff worked diligently and professionally to resolve this matter to my full satisfaction.

Sincerely,

*******************
Initial Complaint
Date:04/13/2023
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.
Cricket told me that it would be a ***** reconnect fee if I turn it back on before the 30 day because I paid the bill for the line and now I am being told they keep the money and people have to pay all over again ***** dollars to have line reconnect. That is called theft of services! I want this investigated. I want that line reconnected by tomorrow! With no charge since they were paid in full
Business Response
Date: 05/04/2023
provided one time credit
Initial Complaint
Date:04/13/2023
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.
Bought a total of two phones feom cricket both ened up being demo phones not working properly .Took back to the merchant and merchant states these phones are not good phones and unsure why representative sold me the phones. Refused to provide me a refund. Phones returned weeks after purchase.The service is terrible inteenet does not work properly.
Business Response
Date: 04/20/2023
April 20, 2023

Better Business Bureau
Online Complaint

Complaint No: 19926093
Re: *******************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *******************. In this complaint, ************ states she purchased two devices that did not work properly. She is requesting a refund.

We researched Ms. ***** concerns and found her devices are outside of the Cricket Wireless 7-day return policy. ************ has also ported her lines and canceled her account on April 15, 2023. Her last payment on the account was made on April 4, 2023.

We contacted ************ on April 20, 2023, to discuss our findings. We offered to issue a refund of her last payment made on her account. ************ agreed, and we issued a refund back to her original form of payment. ************ had no further questions.

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

Regards,

Cricket Wireless, Customer Support
**********************************************;
*******, ** 30319
/JL
Initial Complaint
Date:04/10/2023
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 have paid a ************** so many times when i log in to my online account it shows i don't owe anything but I keep having to make payments then i switched my acp over to cricket and they paid 30 dollars but i cant understand why it has not been applied.
Business Response
Date: 04/27/2023

April 27, 2023

Better Business Bureau
Online Complaint

Complaint No: 19915354
Re: *******************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ******************************* regarding her Cricket Service. ******************* states she made several ********** payments that are not been applied to her balance. ******************** also transferred r her ACP benefit to Cricket Wireless.

We contacted ******************** on April 27, 2023, to address her concerns. We agreed to issue a one-time credit to her account. ******************** was happy with our resolution and had no further questions.

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

Regards,
Cricket Wireless, Customer Support
***************************************************************************
/NG
Initial Complaint
Date:04/10/2023
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.
Hello,I use Cricket Wireless's turbo hotspot (100GB data per month). I have been using this hotspot and data plan since May 2022. At the beginning of every month, the data resets back to 0. All of a sudden, after 4 days of use this month, I received a suspend notice stating I used all of my data. More specifically, I was told I used nearly 90GB of data in a single day.I have all of my records from previous usage statements, and nothing comes close to this type of usage. In fact, I generally do not use more than 4-5GB of data per day. This hotspot is for work use only. The system and applications are the same as they have been. I tried chatting with two agents at Cricket, neither of them were helpful. They repeated the same prompts over and over, and told me there was nothing they could do. They refused to look at my previous usage, and kept directing me to add more money to my account to get more data. If there is something wrong with the way the data usage is being counted, why would I do that? My account currently is currently paid ahead 3 months, because I always like to ensure that I have money in it for easy payment status.I do not wish to use a company that refuses to own up to their error and help me come to a resolution. They just kept telling me to add more money and that my next billing cycle would reset my data status. That still leaves me with nothing for 20 days, as well as some sort of issue with the data usage rates on their end.I plan to cancel my service as soon as I can.
Business Response
Date: 05/02/2023
provided refund
Customer Answer
Date: 05/04/2023

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.They have responded to my request and actions have been addressed.

While the data usage remains a mystery (their investigation and response to my inquiry on how the data could have been used in a single day was very poor and dismissive), they have refunded the money I had in the account. The service is also in process of deactivation, as I no longer wish to be a customer of ********************** due to the handling of this situation. The refund of money and service deactivation, however, has satisfied my request as I have since moved to a different company. I cannot trust that Cricket's measurement of data usage is actually accurate. As such, I have agreed to consider this matter closed. Thank you for your investigation.

Sincerely,

*****************
Initial Complaint
Date:04/05/2023
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.
So I went into cricket wireless on how to turn a phone on for my daughter to get her phone service the guy sold me phone service and told me to go home to activate the pin. Well, she did not check her phone to let me know that the phone was hooked up to another plan and that she has to have that planned for three or six months then she can, take the plan somewhere else. The guy just sold it to me without checking anything and charge me for a plan I called cricket customer service to try to get my money back. They said they cannot. I told him its not my fault you have a guy working for you that does not check phones to see if they could be hooked up or not if he wouldve told me that I would never bought a plant I wouldve bought a new phone for her eventually.
Business Response
Date: 04/18/2023
April 18, 2023

Better Business Bureau
Online Complaint

Complaint No: 19901635
Re:***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In this complaint, ****************** states she visited a Cricket Wireless Authorized Retailer to port-in a number to her account. After the transaction was completed, it was determined the device is locked to the previous ***************************** is requesting a refund.

We reviewed **. ******** account and processed the refund. On April 18, 2023, we contacted ****************** and informed her the refund check has been processed, to allow 5 7 business to receive the check via ** mail.

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

Regards,

Cricket Wireless, Customer Support
****************************************************************
/BN
Initial Complaint
Date:04/05/2023
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 purchased a $55 prepaid phone card at ******* Mon 3rd at 3:30 pm and it took four tries to get recording that asked for the ten digit pin to activate the card.I received a confirmation text at 3:35 pm that Cricket received my payment. My service was shut off April 4 and I once again was let without service until I went to the Cricket store after 3 pm. He called their service and was told I had added photos for an extra $10, he said she doesnt have any additional anything added. I do Not and have not added anything additional services. The assistant tried to say I went from the $60 plant to the $55 plan and that I needed to come in store to switch plans. I have always added the $55 plan 5 out if 7 months. When calling online they kept saying I needed to add a $60 prepaid card. I dont need a phone company dictating which phone plan I need .I should have never been shut off or told I needed to pay a $10 late charge or be charged a $4 for assistance from a Cricket associate. I Have went to ******* the last two months to switch to ******* anthe associate yesterday was at another location I didnt feel like driving to. The previous month I was told I needed my SIM card before they could switch me. ******* took out my SIM card two months ago , so I dont have a SIM card at that time. I stopped in ******* to switch before I wento Cricket today to see if the ******* rep was in, he wasnt. I will e switching asap. I was waiting on a response for an order , a response from a sell I was to make today and I was not able to complete this or go pay a due bill. I dont have time to waste with this c*** of a company, that shuts peoples phones off who have paid and are lied to about they need to add a higher fee card than what is desired.They are scan artist always trying to milk a customer $4 & $10 They scammed me out of $10 when they took my sim card out, a charge for a sim that wasnt even placed in my phone.They owe me for the loss use of my ************ sell today of $15
Business Response
Date: 04/13/2023
********
Initial Complaint
Date:04/04/2023
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.
I set up my three lines for a bridge pay. I made the initial payment of $70 on 03/27/23 and I made another payment of $60 on 03/31/23. They are saying that they sent me a notification (text message) on 04/02/23 that I had a remaining balance of $1, but I never received a notification. I woke on 4/4/23 to my lines having been suspended with me having to pay $76 for my lines to be restored. I'm sorry, but to suspend my three lines behind $1 (four quarters, 10 dimes, 20 *******, 100 pennies) is ridiculous. So I've basically just given these people according to them a free $70. Had I known that I still owed them $1, I would have just paid that. I'm not that broke to where I didn't have $1. I want my money back... PERIOD!
Business Response
Date: 04/18/2023
April 18, 2023

Better Business Bureau
Online Complaint

Complaint No: 19895867
Re:***************************

Dear Sir/*****,

This correspondence is in response to a complaint filed by ***************************. In this complaint, **************** states she was in a ********* agreement, she paid the initial payment, and an additional payment on March 31,2023. Services were suspended on April 4, 2023, as the balance on the account showed $1.00. **************** further states she did not receive a notice for the balance due. **************** is requesting a refund for fees paid.

Crickets ********* program offers customers the option to split their monthly payment in two. After the initial payment is made the remainder of the bill is due within 7 days with the first day being the date that ********* is activated. If the second payment is missed the customers bill cycle restarts and a full monthly payment is due. Applicable fees may also apply. Cricket sends reminders via text message on the date ********* is activated and the day before the second payment is due.

We reviewed Ms. ******* account, we found she initiated ********* on March 27,2023 making her second payment due by 11:59 pm CST on April 3, 2023. **************** made second payment, however, by this time, the payment was a $1.00 short;therefore, the account was suspended, and the bill cycle was reset. Once a full payment was made, the account was reactivated and she will receive a full month of service from that date. The initial ********* payment is applied to the 7 days of ********* service along with the ********* activation fee.

On April 17, 2023, we contacted **************** and informed her of our findings. We provided **************** with a one-time credit to the account.

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

Regards,

Cricket Wireless, Customer Support
****************************************************************
/BN
Customer Answer
Date: 04/18/2023

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:04/03/2023
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.
Took my mother-in-law in to the store to upgrade her phone. The salesman, **************, told her that some phones come with a glass shield and case and he would check to see if the one she is looking at does. He checked and said yes that it does come with the shield and case and he then told her the price was $206.56 with taxes. She did not need the case or the shield because she was going to buy a wallet type for it but agreed to buy it because she wanted the phone and the shield and case comes with it so no big deal. The next day she realizes that she did indeed pay extra for the shield and case and that it did not come with the phone. I went to the store and *****, S. told me that just because he stated that it came with the phone doesn't mean that it was free. I believe that when someone says something comes with it implies that it is free. She would not have bought them if she knew they weren't free with the purchase of the phone. I then told him that she didn't want the shield or the case and he stated that she could not return accessories and he then stated that just because we misunderstood him didn't matter and she agreed to the price. he stated that there was nothing we could do about it. I then asked him for his name and he refused to give it to me. I asked him again and he then stated that there was nothing that I could do about it and stated that his name was on the receipt. I then left the store.
Business Response
Date: 04/24/2023
April 21, 2023

Better Business Bureau
Online Complaint
Complaint No: 19876948
Re: *************************

Dear Sir/Madam, ******** correspondence is in response to a complaint filed by *************************. In the complaint, ***************** explains that his mother-in-law was lied to when she upgraded her phone at a Cricket Wireless Authorized Retailer. ****************** wants a refund for the accessories, since he was told there was no charge, since they were part of the package.
We attempted to contact ****************** but he informed us that he is unavailable at the moment and that he will be contacting us at the end of the month.
***************** has our contact information, we thank him for the communication and will be available to assist him.

Regards,
Cricket Wireless,Customer Support
**********************************************;
*******, ** 30319
/NG
Initial Complaint
Date:03/31/2023
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 what my problem is with cricket wireless this is second time they have transfer my cell phone number ********** to another wireless company. You tell it someone scamming because when dial the number it busy signal you hear. They told me this time I came into a chat and transfer my number which that is a big lie. I never did that. Now I'm out of a phone. I may have ended up going to another company for service. It's funny how I have three lines on cricket but always my number that gets transferred. I'd keep my kid's phones on cricket but I think they need to give me some credit to my account for their mix-up. Last time this happen I just paid the bill and then my number was transferred and took them an almost a whole month to get my number back. They didn't even give me no credit for their mistake. Please help me.
Business Response
Date: 04/26/2023
April 23, 2023

Better Business Bureau
Online Complaint

Complaint No: 19881618
Re: ********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ******************** regarding Cricket Wireless service. In this complaint, ******************** states she is having issues wither Cricket service.

We attempted to contact ******************** on April 12, April 13 and April 14, 2023, but we were unsuccessful in reaching her. To investigate ********************** concerns,we need to be able to communicate with her. Should ******************** still desire assistance with her concern she may contact ******, Cricket Wireless Corporate Escalations Manager, at ************.

We thank ******************** for her communication,and we will be available to assist her should she still desire.

Regards,
Cricket Wireless, Customer Support
*********************************************
*******, ** 30319
/KM

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Cricket Wireless, LLC

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Cricket Wireless, LLC

Cricket Wireless, LLC

Cricket Wireless, LLC

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Cricket Wireless, LLC is NOT a BBB Accredited Business.