Cricket Wireless
Reviews and Complaints

I've being a customer of crickets for over 5 years and after the first time I needed payment assistance last month on my bill and I did a bridge pay which is two payments customer service rep told me to pay $20 right then and then I would need to pick up the remaining 50 which would end my brief pay my balance in full I did that my phone's been shut off three times now my phone is suspended due to non-payment I paid two payments I paid my account when how the app I went to the store locally I've called customer service this has been going on for 3 weeks I did bridge pay which is ridiculous I'll never do that again and I paid my payments on time and then my services are still suspended now y'all want $14 for me and activation fees when it it's not my it's not I didn't screw up when I made my bridge payments that at the store how much do I need to pay to finalize that I pay the amount and now my services are cut off two weeks later anyway I mean they turned them on as soon as I made the $50 payment but now it's off again you know I'm missing work I have healthy issues I can't call you know my auction place I need to like I want my services turned back on I don't want to have to go to another carrier import and get all this crap done I really just stay where I've been but y'all need to do right by your customers please help me. Amanda Lowery [protected]

My information was used at your location at 8303 N Hwy 6 Houston Tx STE B without my consent The device was sent to address 13455 Woodforest Apt 120 Houston Tx 77015 I live at a different address My name is Beverly Willis I have never purchase anything at Cricket Store I have a police report But I need to know why and how was anything purchased in my name without my ID Please respond to my email address [protected]@aol.com

I purchased a Turbo Hotspot 2 in Fredricksburg, Va. and returned it within the 7 day refund period. The customer gladly refunded me for the unit but failed to tell me the number needed to be cancelled. I have been billed for two months the cost of the phone line, $55, and I am not using the unit. Cricket states they are unable to credit me. I was traveling the country and was not able to access a computer to check on the account. They texted me with a notice of auto payment.

This complaint is coming in a way I have NEVER felt before with Cricket. My husband travels he is in Maryland this week working and his phone quit working. I called customer service this morning and the gentleman I spoke with was extremely helpful, caring, and genuinely concerned for us. He told me that we could have a phone overnighted to him, but that wasn't an option because they check out of the hotel at 7am tomorrow, we discussed other options then he suggested that he go into a Cricket Wireless Store and see about getting a loaner until we could get a phone shipped to us or buy a super cheap phone he said that we could take the SIM card out of his broken phone and put it in the new one until the other arrived. Well that's when it all started!

My husband (David Dueitt) went into 11750 Business Park Dr, Ste 101 and Miss Jada G was working, he explained to her what had happened and had me on the phone so I could tell her what customer service had told me. He said the entire time she was texting on her phone so he doesn't think she even understood what all he or me said to her. She immediately said "We don't do loaner phones", (still texting) he said ok what is the cheapest phone you have she never looked up she walked over pointed to a $140 phone, he didn't know his Gmail password it was in the phone not working, he asked her what he could do her reply was "nothing if you don't know your password", he said how can I get my information transferred? Her reply "you can't", now he works on the road the information was dire to him to have. I tried to talk to her, all she said to me was "what do y'all want me to do"? Still texting. By now my husband is angry, he said can you quit texting and help me I heard her scream at him and said once again "what do you want me to do"? He purchased a phone just to get out of there and paid cash it was the last $200 he had and the phone was $140, and he had to ask her for his change! I then said NO use the debit card so you won't be with no money she refused to credit/refund him his cash! Then she put the wrong sim card in his phone from my 92 yr old uncles number so he had to have her change it and now my 92 yr old uncles phone won't work because she said he will have to put that SIM Card in his phone when he gets back in town which is 2 weeks from now. I am absolutely infuriated! I have never had a complaint about this company, but I ASSURE you when he gets home we will 100% be switching to another company. I am having to wire him cash which will cost me money that I DO NOT HAVE! He also didn't get the box for the new phone it was still sitting behind the counter. So I know he could've paid $75 and filed a claim which she never offered. This is absolutely unacceptable, if I had one of my employees act that way they would be out the door that second. But this is your company and you apparently allow employees to act this way. We got screwed and I do not like nor appreciate that feeling.

I will also be reporting this to the BBB.

Sincerely,

Penny Dueitt

[protected]

[protected]

I have a family plan with 4 phones, for the past couple months routinely 2 of my phones will be unable to call out or use data. I have spent hours on the phone with customer service and on 5/31/2023, I spent over an hour in person. My phone's had a emergency call only status and we're disconnected. I was told I had to purchase a new sim card for one and the other they were able to restore service. I still have only 3 of 4 phones working. I have been without service for 10 days on 1 line & 4 on the other.

I have been a customer for many years and have 3 phones with you all. 2 weeks ago I went to the local store to upgrade my phone. They installed a new screen protector a little over a week ago I noticed it was not adhereing to the screen.. I went back to the store and showed them and I was told "sorry its been over a week however you can buy a new screen protector and we can try again" seriously you can tell it's not installed correctly the first time. So in order to fix the problem the response is give us more money... Not acceptable

Inability to access any internet services using the cricket phone. On day 1 of purchasing a brand new Cricket phone I was unable to access any internet service. On Day 1 I spoke with the manager, Clarissa, I went into the store. Clarissa put in a new sim card but the problem continued. I requested a full refund since I was within the 7 day policy refund period. I spoke constantly with customer service who also were unable to help me. Finally Clarissa gave me a new phone with a new sim card and the same problem continued, I was unable to access any internet service. I wrote and mailed a letter on April 17, 2023, to date I have not received any response. Finally in order to have a functional phone I went back to Boost where I do not have any problems. I have full internet service, so the problem is the Cricket phone. I request a full refund to be fully satisfied. If I do not receive my money back I will have no other recourse but to go to small claims court. I am hoping for a resolution with just as much ease as I had in purchasing the Cricket phone on March 6, 2023. There was no hesitation in taking my money then, I desire to have no hesitation in receiving a full refund.

December 2022, my spouse purchased new phones for us. I received the iPhone 11. Now, after receiving our phones our bill was stated to be due (example bill was due the 1st of the following month and that is what was indicated on the account but because that particular month did not have 31 days) Cricket turned the service off? I had even sent the screen shots and spoke wit several representatives only to have to pay a reconnection fee and they stated the bill on my account was incorrect, when I explained over and over again that it’s due on the 1st. Nonetheless my spouse switched companies and now they are refusing to unlock our phones to be turned on with another provider.

I called to retrieve my phone and text records from a couple months ago. I was informed that only an attorney and a subpoena could release my own phone records. When I asked to speak to someone above the initial rep I was transferred to the "escalation" rep... She sure did escalate things. When questioned why I couldn't have my own information from a product I pay for she repeated the bit about a subpoena and an attorney... This makes no sense to me and I asked why to which the rep asked me if I was an attorney, if not how could I understand what to do, if I was smart enough and so forth. She reluctantly gave me an email and fax to request records from ATT. When I requested to speak to her boss she said that wasn't possible. When I asked for a number she said that was confidential. When I asked for her bosses name she again said that was confidential. I asked who was above that to which she replied "the owner of cricket". When I asked her name she reluctantly gave me a first name. No last name. I asked for her employee number to which she stumbled around with letters and numbers in multiple different orders, before our conversation finished my line went dead and for a while showed "emergency calls only".. This is by far the worst service I've ever experienced from a phone company.

I've been a Cricket customer for over 5 years, 8 months ago I opened an account in my name for service, setup autopay, and had good service. On April 21, 2023 I lost my service late afternoon, and still haven't been able to get service back since. I have a ticket started to get my number back, this shouldn't have happened, nor should I be without service for any amount of time. My number was highjacked, and the only one that's responsible is Cricket Wireless. They allowed someone to port my telephone number over without my authorization. This security breech needs to be on the top shelf to be addressed.

The solution Cricket offered was to replace my Sim card for 10.00, plus a new number, plus a reactivation fee, and a monthly fee in advance. What kind of business is Cricket Wireless running over there. I'll not pay for a new sim, nor a reactivation fee, If they want my service they'd better get my service back up and running before I'm able to change service providers, after that they can go to hell.

All I know is I've got over $384 emails sent to them and maybe 12 sent back to me from them and one out of the 12 saying that they were refunding me $560 my email was sent to me March 13th of 2023 saying I will apply your credit of $560 to the account to offset the $5 for the full year I will apply it to your account today it was only applied one time that was for this month $60 still charged me the five extra dollars for the auto pay now they're not paying nothing won't even reply to my emails so they still owe me $500 but refuse to do anything

I am complaining about cricket charging me and putting a late charge on top of the charge for late fee of a month of service that I have not even used yet they are trying to charge me for the month of April when I haven't even used it...i stopped using their services in march and theyre still trying to overcharge me $160.00 of cell service that i havnt even used, i was not on any contract wit them and I was paid up until March and decided I was going to try another company and cricket wireless is still trying to charge me $160 for the month of April to May I never had them so why am I being charged doesn't make sense? Someone explain im done with crooks, plus how they overtax you in their store by taxing every item purchased 1 by 1 instead of all together at end of bill/receipt... I really really do not think that could be legal I do believe that there may be a lawsuit somewhere in there cuz I know I'm not the only one that this has happened to I've been reading the comments or the complaints and stuff too so maybe somebody could help me that would be great thank you God bless

When I went in he was eating and I told him the number three times I was told the day before that all my phones were due for an upgrade and he kept an insisting that they were not. So I bought the phone at full price and went back to the cricket store I visit yesterday and was told that he did the wrong number he did my number but if he looked at a correctly I just bought a phone yesterday for my number I was trying to upgrade my husband's phone. Then I asked for a refund and he said that he couldn't until his manager got there on Saturday. His name was Jose L. He had a lot of attitude as well.

I bought the ovation 2 on Feb 24, 2023 at 9590 SW Hwy 200 Ste 1 Ocala, FL 34481. It would not hook up to my 2018 Ford Edge it would say "Your phone is unable to maintain a stable connection with SYNC. Phone functions are not available via SYNC". The salesperson worked for a couple hours trying to connect. The in resalts she said was I needed to have my blue tooth updated. So that took until 17th of March to get an appointment to have the update done. The phone still would not connect. I went back to Cricket store to find out what to do they said call cricket. Warranty dept said they would send another phone as they did on 21st of March. The new phone would not hook up either. I called the warranty dept again. I ask if I could just get a different style of phone to replace the one they sent they said NO I only had 7 days from purchase to exchange or refund. I have been trying relentlessly to get this phone connected threw Ford troubleshooting tips for sync, also a chat with Ford advisor. I have been a customer with Cricket for a long time and this is the first phone I have had trouble with. I am so upset that because of my relentless efforts to get this phone to work I am punished with you should of exchange it with in 7 days. I would appreciate some resolution, Rena Ward [protected]

Purchased a new phone through Cricket. Paid in full. I feel that this is now my phone. Because I've decided to change carriers and have not had MY phone in service with Cricket for 6 months, Cricket refuses to unlock MY phone. If I owed Cricket money on this phone I could understand. Cricket even refuses to buy the phone back. They have left me with a useless phone!

Spoke with customer service. First Joslyn, then acct. mgr Emanuel. Both refused to get me any help. My wife now has a beautiful Iphone that Cricket is going to hold hostage. I guess they expect us to wait 6 months to be able to use the phone, or through this new phone out and buy another phone.

Upon attempting to make my on time monthly payments, the website cricketwireless.com, and the cricket app I have on my phone will not allow me to do so. The ongoing message I receive after entering my information is:

Access Denied

You don't have permission to access "http://www.cricketwireless.com/restservices/accountauth/v1/authtokens/halo" on this server.

Reference #18.3205c617.[protected].10e45c66

When using the app the message is that this site is down right now, try again later.

Upon trying later, the same messages are repeated. This has been going on for three billing cycles.

I've attempted resolving this through the on line chat, but am told that "they" do not see that message. I've tried customer support, but am hung up on during the call, and upon calling back am kept on hold until the message ask about a transfer option and then hung up on.

I called a cricket wireless retailer and was promised a call back after researching the situation, but never received a call back. These actions force me to pay the extra 8$ fee each month. I have used the service for over 5yrs and am satisfied with the service, but unsure as to the what is causing the new development. I simply want to pay my monthly charges for both phones 55$. & 60$, without added fees.

Hey ! So I need you guys to explain something to me how do I use the 15 GB that I use for my mobile hotspot and it lasts at least a week I buy a $10 mobile hotspot what does 10 GB now mind you I get 15 GB and it lasts me for a week but I buy 10 gigabytes and now I'm at 75% after 4 hours totally unfair and you will lose me as a customer if you do not correct this and I will complain and show a big think about it you could possibly think that my bad review want me anything I promise you it will .

Service was disconnected when I couldn’t pay bill. A few weeks later I tried to pay but was told I needed new sim

Card so I purchased one over the phone and supposedly it was delivered but it hasn’t been. I was supposed to sign for it but it never came. I called cricket and they said I had to follow up w the fed ex or ups I forget but they wouldn’t allow me to file a claim bc I didn’t place the order. I’ve tried many times to get my funds back from cricket with no luck.