Cricket Wireless Reviews 

Customer service is terrible now, it used to be good, but it's gone to hell recently

Terrible wish we didn't have to pay for hotspot everything 😡

Customer service , I just want to thank sales person J @ MLK Cricket for her patience being very helpful & keeping a smile on her face the entire time she assist me in getting what I need . Thank you so very much for your Great customer service 😊

Do NOT.. I repeat DO NOT sign up for the device insurance. The money you pay monthly goes to nothing. You still have to pay for repairs and replacements via a deductible payment. They will push it but it's literally useless.

Cricket is the worst company. I paid on time and they suspended my line because I choose autopay, so I had to extra pay! Horrible company.

I had great experience at the Arizona City Cricket Wireless store! The store clerk was incredibly welcoming, patient, and knowledgeable. She helped me upgrade my plan and even took the time to transfer my data and set up my new phone. If you need a new phone or help navigating your plan, ask for Toni. She has excellent customer service!

Complete Security Nightmare & Absolute Lack of Customer Support
Rating: ⭐☆☆☆☆ (1/5 Stars)
I am extremely disappointed and frustrated with Cricket Wireless. We have recently uncovered major security and malware issues affecting our service and devices, leaving our personal data completely vulnerable.
When we realized what was happening and reached out to Cricket for help, the customer service was utterly useless. The representatives had no training on how to handle cybersecurity issues, completely dismissed our concerns, and refused to escalate the problem to anyone who could actually help. Instead of taking data security seriously, they passed the buck, gave us the runaround, and left us to figure everything out on our own.
Between the vulnerability of their network/systems and their total lack of accountability, I no longer trust this company with my information or my money. If you value your privacy and security, stay far away from Cricket Mobile. Their customer support will absolutely abandon you when you need them most. I am a motorcycle mechanic. Not some smart tech person and yet I painstakingly went through everything to find the problem. What happened is the ClearLake store in Clearlake Ca on Lakeshore sold me a phone that wasn't just hacked but being run from the administration level by Malware. The three apps it used was Retail Mode, Media Picker. And, Enterprise Adapter Service. And I am blocked from putting the phone in Developer mode and more concerning I can't go into safe mode not even manually. And all factory resetting does is restart the program anew so they are fully active again. Cause sure enough I found and toggled them off and then did a factory reset only to find that they were turned back on and running again. And Cricket knows and has refused all aid so far. I have reported to the FCC and have been told I will be contacted. I have all documentation to support my findings. Again I'm a mechanic! So.e if you are way better at this and they are hurting people for no other reason then capital gain!

Horrible customer service, wait time is around 30 mimutes. Just terrible service all around, phone is pretty much useless without wifi these days. It's a flip of the coin weather or not I'll have service when I leave my house...

Do not try the TRY CRICKET /Cricket Wireless 14day Free Trial,there is no free trial ,on website there a fancy video/commercial showing how simple it is to activate the free trial,u download the app setup then it says 0days left ,on 1st day right after download, then i tried geting help from there experts Shad ,who just kept trying to sell me a line n said there a free trial over n over but just says he can sell u plan ,then he just exits the chat without saying anything after 3 messages that all say he can sell a line without the free trial?SCAM

If you want to spend money to develop PTSD and get digital poop in the face be a cricket wireless customer and torture yourself with their automated hell whole and little devils of humans who transfer back to the beginning and laugh wickedly while they do it.

Went to the cricket store and was greeted by a young man. Everything he told me was a lie! I wanted three phones for 90, he stated it would be 85 with auto pay. That was a lie! Sold me insurance on 2 phones I did not ask for! Put one line on the 60 plan!I had to change my plan with a gentleman named Daxon on chat! WTF! BTW this incident happened in Lawton, OK. From what I understand the stores are all third party. Hence the people that work there are not trained by ATT. Something they also do not tell you is they charge 25- dollar activation fee if you go to the store but if you do everything online it's free! I will try their service for a couple of months and then do another review.

Change my information without my knowledge. Disrespectful clerks in the store.

They sold me a line and told me I could use an esim. After purchase they told me my esim would not work and that I would need to go to their store for activation. I live in a remote area and cannot make it out to their nearest store anytime soon. I told them, that's fine refund the account start up payment and I will go somewhere else. They refuse to refund the money other than a 10 dollar credit. So I am out like 30-40 bucks for less than 24 hours of service I couldn't even use.

I am extremely disappointed with the lack of compassion and understanding I received from Cricket Wireless.

For over three years, I have been a loyal customer and have always made my payments on time. Recently, I experienced an unexpected medical emergency that resulted in a hospital stay, making it impossible for me to make my payment by the due date. Once I was able, I contacted Cricket Wireless, explained my situation, and asked if I could have just a few extra days after my discharge to make the payment.

I wasn't asking for the bill to be waived or for any special treatment—only a small amount of flexibility during a difficult and unexpected situation. Unfortunately, I was told that nothing could be done.

What makes this especially disappointing is that after years of loyalty, I hoped my history as a customer would count for something. Instead, I felt like there was no consideration for the circumstances I was facing and no effort made to find a solution.

Difficult moments often reveal how much a company truly values its customers. Sadly, this experience left me feeling unsupported when I needed understanding the most. Because of this, I will be taking my business elsewhere and wanted to share my experience so others know what to expect if they ever face a similar hardship.

Bought a refill card because it's always supposed to apply to the activation. They've added a $5 charge so don't buy a refill card. Walmart will lose out on that too. I hope they see this and quit carrying Cricket. Now they're saying that I can't use the refill card but they'll apply it to the next month. Because it's for my brother I tried to do it anyway, and they won't even let me use my debit because billing has to be the same as service address outmoded useless company.

When I approached customer service, I asked them to help me with the problem on the app. I got all the way through giving them the new information and she told me even though the app clearly states that I can use the refill card and just pay $5 on debit, that I can't do that and oh isn't it nice that she can apply the $55 later. No it's not. I don't even want to continue service with you. She told me three times when I asked her up front if she could help me with the listed problem just for me to have to go through the same problem and have her tell me no three times and wait on her to "check" three times. Then when she asked me to wait a fourth time, I waited a minute or two and she came back, gave me about 5 seconds to respond, and disconnected. When I came back, 5th in queue, complained, got someone else, same thing. He did not wait and didn't even give the prompt about disconnecting and he gave me about the same 5 seconds to respond.

They used to be the best mobile customer service out there. Now, I'm not going with them any more.

Cricket had set up an extra account and didn't tell me. Because of that, I authorized the account unknowingly due to me being told I can keep my number and so can my son. We kept our numbers and next thing you know I'm getting charged twice each month and 3 times on another month. They set up autopay on an account I never knew of and made me believe it was set up on the account I use. But it wasn't. My service kept getting cancelled and I had to pay extra to restart service. I'm switching to Metro or someone else.

I'd give zero stars if I could...
WARNING: Incredibly frustrating experience setting up service with Cricket Wireless.
I have been a customer for exactly 2 DAYS, and I have already spent close to 4 hours dealing with incompetent customer service, conflicting information, and an immediate service disconnection. If you are looking to switch carriers, be aware of how they handle new accounts (or any customer in general):

Day 1

• Misquoted Price & In-Store Omission: I spent 55 minutes on the phone with an agent reviewing plans and prices. The agent quoted me $90/mo for 3 lines on the Smart Unlimited plan. After multiple attempts to set up service over the phone, I was told I would have to complete it myself on the Cricket Website (seems odd – if they can’t do it, how can I be expected to?). Of course, setting it up myself online didn’t work. When I called support back, they said I should have immediately been referred to a physical Cricket Wireless store. I drove to the closest location (Appleton, WI) and the representative (Joshua) told me I had to pay $95/mo instead of the $90/mo I was previously quoted. He pointed to a price sheet on the counter and said that is all he has to work off of.
• Undisclosed Balance: I had to pay $0.34 (in cash) to even be allowed to complete the plan setups. Then, in total, I paid $120.68 in store to set up the new plans and activate the lines. I explicitly asked Joshua if any other payments were necessary or if my account was satisfied in full. He told me everything was satisfied and good to go. He never mentioned a pending $50 balance on the account.

Day 2

• Service Shutoff & Chat Support Failure: This morning, my phones were turned off for failure to pay that hidden $50 balance. I used chat support and went through an unhelpful agent named Kevin. Kevin began reciting incorrect dates and payment amounts to me that were not relevant to my account. When I tried to correct him, his response was to tell me my service was shut off because my debit card had been declined. I looked at the payment receipt I was holding in my hand from yesterday – it says “transaction approved.” I check my bank and confirmed that the payment had been successfully withdrawn from my account – there was no payment declined. I had no idea what he was talking about so I asked to be transferred to a supervisor. I was connected to Floor Supervisor John. I explained the incompetence I had just experienced with Kevin. John had no response to that. John confirmed the $50 balance - come to find out, that $50 should have been added to the in-store charges yesterday but never was. I paid it immediately. I had to ask John to waive the $15 reactivation fee since the missed payment was an oversight by the in-store agent. He waived it. I then asked for a compensation credit to my account for this hassle. John offered only $10 credit. While I was explaining that $10 was insignificant compared to the effort I've put into fixing their mistakes, John asked if there was anything else he could help with – and as soon as he asked that he ended the chat session within seconds before I could even answer.

• Phone support failures: I called phone support and spoke to a supervisor named Stephanie. I explained this entire situation to her and told her I felt that a higher dollar credit is what I expected. She claimed Cricket is a prepaid service and doesn't give refunds or credits—completely contradicting the fact that John had just offered me a $10 credit. I called her on that and she just reiterated the same statement. She said she reviewed my account and explicitly admitted she could see it should cost $90/mo, but couldn't explain why I was being charged $95. I asked to speak to her supervisor.
• No Resolution – Manager incompetence: I finally spoke to a manager named Ingrid, who identified herself as the highest level of support. For the fourth time, I had to repeat this entire ordeal. Despite acknowledging the conflicting information I was given by Cricket agents, the hours I've wasted (over 4hrs by this point), and the in-store error that resulted in my service being shut off, Ingrid offered an apology but stated nothing more than the $10 credit could be done.

Two days into this service, and the level of unprofessionalism and incompetence from Cricket Wireless has been deeply disappointing and more than frustrating.

I paid for insurance for my phone and was told when i got it that they could do free screen repairs if I crack the screen. The first phone I got from them I paid for the insurance and then my screen got a hairline crack in it. Just a small line, and I called they said I would have to pay $300 for a deductible to get a new phone. I was using the phone they gave as a deal for switching. I had assumed that the phone was just obsolete at this point because I had it for a year and had been paying insurance on it the full year. I went ahead and got the new phone and paid insurance on this phone. Now this is where the one star comes from. My screen cracks again...This time not a small crack. The screen was so bad you couldn't read it as the display jumped up and down. I took it immediatly to the Cricket store hoping to get it fixed and hoping not to have to get another new phone...Well, I was instead told that I had to call. I asked her how I was supposed to call with a phone that is broken and she handed me a pamphlet and asked if I had another phone. I said no is it possible to use your store phone. She said she wasn't allowed to. I asked if I could just buy a cheap flip phone from Walmart, transfer my number over to that phone then call them from that phone and get it done. She said yes. I run down to Walmart and buy myself a flip phone for like 50 bucks and run it back over to the Cricket store. I ask the person there if she could transfer the number to the phone she said no you have to call for that we don't have a transfer pin. Okay, I run out to my car and get it all transferred which they were having issues with due to me not being able to use my old phone, but finally after 3 days it was done. Finally I call the insurance and it asks for a phone number, then asks for the phone number again, and then again. I was hoping it would ask for a serial number or literally anything other that the number to identify the device but it didn't. I tried asking for a representative but the AI wouldn't let me without a number so I called Cricket support where I was told after 20 minutes of holding that since I transferred my number my insurance immediately cancelled. I told him I was told that I could. He basically said boo hoo I can't do anything. Then transferred me to the insurance which asked for the number again which i tried to provide and it auto hung up on me so another 20 minutes I explain to another guy the same thing and he tells me the there is nothing he could do that insurance was cancelled. I had insurance when the damage occurred couldn't call did what I was told I could do and was told that I should have called again by this guy. When I told him AGAIN that I couldn't he said, "Well, we expect people to call immediately after the accident." I couldn't call when my phone was smashed." I replied to him. "Well, that's what we expect to happen." He repeats. You expect the impossible. I was also only told about the fact that I could do it online and that there was an online way of doing so when I called the insurance AFTER the transfer. Nobody at the store told me prior or I could have done that one. My personal opinion is just don't pay for insurance.

I feel like they could allow the store to put a claim into the system so that people aren't expected to call using a phone that doesn't work. This would have resolved all issues. I'm no longer willing to go back to Cricket unless they fix that part. I usually don't pay for insurance on phones because I used flip phones and really cheap phones, but I wanted to stick with cricket so I bought everything for the phone from the store including phone case and screen protector and then they treat me like I didn't pay them extra money monthly for nothing. Insurance is not worth it what so ever. I was even told when I bought it that they can come to your door and fix the screen for you which I didn't believe that part it the first place but to then just not do any repairs on phones is ridiculous.

Cricket is so slow sometimes I don’t have any signal and sometimes I’m trying to watch a movie and it never loads like 20 to 35 minutes waiting for this movie to load and never loads. Horrible signal and I’m paying $65 a month.

I wouldn’t give them 1 star if there was an option for ZERO. My bill was due yesterday and I jumped online and signed up for autopay... The text I received was signup for autopay and get $5 off your bill. I did, the system charged me $55 and today they shut my service off because they are saying that I shouldn’t have gotten the discount until my next bill even though that’s all they asked for and forced me to pay the $5 extra plus a late charge because their system didn’t charge me enough. Call center was out of Mexico, very hard to understand, and horrible customer service.