Customer ReviewsforPureTalk

PURETALK is useless when emergency During hurricane Franecine Sept 11 2024 no cell service yet our ******* and ATT phones work ******** hear all the hype about how they use same towers as the big guys, they don't tell you that your kicked out or denied during emergencys. I am a Veteran and senior citizen and so disappionted I went with them

Hello, ****! First and foremost, thank you for your service. We are truly sorry to hear about the difficulties you experienced with PureTalk's service during Hurricane ********. It's incredibly frustrating when a service you depend on fails to perform during times of crisis.
 
 We understand your disappointment and frustration, especially as a veteran and senior citizen. We value our customers and strive to provide reliable service, even in emergencies.

 In case of any future emergencies, here are some basic troubleshooting steps that may improve your signal. Be sure your device uses the latest software and carrier updates by connecting to Wi-Fi and going to Settings > Software Update or Settings > General > Software Update. 

 Your network settings may need to be reset. For instructions, visit www.puretalk.com/data.

You may also contact our **************************** by dialing ************** for further assistance.
 
 Our Support Team is available by contact form at ********************************************** and on ********* Instagram, and X ********* social media sites for live chat. We appreciate your feedback! -C.H.

I was helping my dad change to puretalk from another carrier. Several phone calls and super long hold times. I was told they couldnt port his number because there was an issue with his address. After several days of my dad being without a phone I called back and said to cancel and refund his money. Now 3 months later my dad calls me to tell me puretalk has been billing him for three months. I called puretalk and supposedly the only phone call they can find is the one saying to port the number not the one to cancel it. They see that I canceled the plan but I guess you have to say to cancel the number too. Can you have a number without a plan???? Since she canceled the account today, when I asked her to see if he made one phone call on the puretalk plan she said she couldnt because she canceled the plan. All she could talk about is their policy. Well their policy is stealing money from a 83 year old veteran!

Hello, *****! We sincerely apologize for the inconvenience you and your father experienced with PureTalk. We understand how frustrating that can be, and we want to do everything we can to make it right.
 
 Please email us using the Contact Form at ********************************************** and include your PureTalk phone number. We're also available on social media sites ********* Instagram, and X ********* for a live chat. 
 
 Thank you for being a valued PureTalk customer! We truly appreciate your business and hope to hear from you soon. - A.M.

3x have called in 2 days to be on hold for 1* hours only to be disconnected. When I have reached someone they cant hear me because Im breaking up, hence the reason Im calling for help. I then get transferred to technical support and then sit on hold eventually to be disconnected. I called last week for same reason which was not corrected and then they send me a new SIM card, no instructions and no idea why. It cant be installed because i already have an account. This company is the WORST!!! I continue to only be able to operate in SOS which you cant make calls from and Im not able to access any apps like FB, news reports, anything.

Hello, *****! We apologize for the ongoing issues you're experiencing with your PureTalk service. We understand the frustration and inconvenience this must be causing, and we are committed to resolving these problems as quickly as possible.

We've received your feedback regarding the difficulty in reaching our customer support team and the technical problems you're encountering. We will investigate these matters thoroughly to identify the root causes and implement necessary improvements.

Regarding the new SIM card you received, we apologize for any confusion. It seems our Customer Support team ordered a new SIM to address the service issue you are experiencing. To activate the new SIM card please contact our *************************** by dialing 611 from your PureTalk device or by directly dialing **************. -C.H. 

I was going to leave Tmobile for Puretalk because they only employ Americans. So I called and was told I had to buy my phone because I didn't qualify for payments. This was weird because I have good credit and always qualified at every other carrier. So I paid for the phone in Full $890 and was waiting for the phone. After 5 days they sent an email that said they couldn't send it until I sent my ID. The craziest part of the whole transaction was that when I had a problem and called all I wanted was the phone I paid in full for. When you call their number and hit #1 (current customer) they leave me on hold for over 30 minutes on 3 different calls, but when you call and hit option #2 (Not a customer/SALES LINE they answer in 10 seconds. This is a pathetic practice I guess you only get to talk to someone when you want to buy something. It figures they would shout ALL American then have the worst customer service of any carrier GOOD LUCK back to TMOBILE for this customer they always answer my calls. *********

Hello, *****! We apologize for the negative experience you had with PureTalk. We value your business and are committed to providing excellent customer service to all of our customers.

We understand your frustration with the phone payment process and the delays you encountered. We will investigate this matter further to ensure that our policies and procedures are clear and efficient.

Regarding the customer service hold times, we apologize for any inconvenience this may have caused. We are working to improve our call center operations to reduce wait times and provide a more satisfactory experience for our customers.

We appreciate your feedback and will take steps to address the issues you've raised. Thank you for choosing PureTalk, and we hope you'll reconsider giving us another opportunity to provide you with a better experience. -C.H.

My cell phone was stolen on Thursday, 8/15 in ******************, **. I called to report loss and to request a new phone. After waiting 40 minutes I was connected to **. She listened carefully, took all of my identifying information and asked for my PIN #, I provided her with the only PIN # for this account I have ever had. She was able to open account and sold me a new ******* Galaxy A15 5G. She promised delivery by Tuesday and I received phone on Monday, 8/19/24. When I started the activation process I called the ******* for assistance as I was having difficulty getting through the process. Your company did not recognize me. I asked the ** who answered after another 30 - 40 minute hold and was told my PIN was inaccurate and they could not open my account. Keep in mind that 3 days prior the same PIN was good enough to get into my account and allow them to sell me a new cell phone but today it was no good. I was referred to many other options in order to access my account and to activate my phone. NONE OF THEM WORKED.Yesterday, 8/20, I made multiple calls trying to get help, I have yet to get any help. I still have no working phone yet I continue to pay your monthly service fee and I have just bought a new phone from you which your system will not allow me to activate. I was promised by 3 different ** folks that I would receive a return phone call from someone in authority or in the *************** who would make this happen. To date, no response from PURE TALK. To say I am dissatisfied would be an understatement. I am an old lady of 80 years and I have been a good PURE TALK customer who sent many of my friends to your product and service because I believed in your Patriotic pitch. My husband was a veteran and recently died. This world is complicated, can't anyone from Pure Talk call me back and correct this error on your part? I remain without a phone. Email me please as I have no phone. You have my email address.

Hello, ******! We sincerely apologize for the frustration and inconvenience you've experienced following the theft of your phone on August 15th. We understand how important it is to have a working phone, especially for those who rely on it for communication and daily tasks.

We ask that you please reach out to our *************************** for further assistance concerning this matter. You may contact Customer Support at ************** from an alternative device and ask that the issue be escalated to management. Thank you for your feedback, as it has always helped us to improve the PureTalk experience. -C.H.

I wish I had read these reviews before starting down the PureTalk rabbit hole! Everyone is correct, the customer service is terrible, I have wasted several hours of my life that I will never get back just trying to get through to customer service. My first phone call to ********************** was picked up almost immediately, probably because I was a new customer, unfortunately, after that it was all downhill.I am now trying to get the credit for their "new customer guarantee if not satisfied" spiel. This all started mid July and I am still trying to just get my credit from them and be done.

Hello, *****! We apologize for the negative experience youve had with our customer service. We understand that your time is valuable, and we strive to provide efficient and helpful assistance to all of our customers.

Were sorry to hear that youve encountered difficulties in reaching our customer service team. Were committed to improving our customer service processes and will take steps to address this issue.

Although our live agents are happy to assist you, our Support Team is available by contact form at ********************************************** and on ********* Instagram, and ******* social media sites for live chat. -C.H.

I failed to port my numbers to Pure Talk after purchasing 1 of my phones from them. That phone went to collections without my knowledge or any attempt to contact me about my account. I called ********************** and paid the new phone off and they told me the phone would be off of "suspension" in 24 to 48 hours. When that didn't happen, I called back again and after a very long wait for a representative, a very nice person helped find out that Pure Talk reported the phone stolen and put it on the "Black List". All of this without any attempt to contact me by phone or email. Once they figured out what happened, they put a "ticket" in to have the phone restored. Again, after 48 hours the phone still didn't work. I called back again today and after waiting on a representative for about 15 minutes, they figured out that the "ticket" went to the wrong place (whatever place that is) and sent it to the right place. Now once again I have to wait 24 to 48 hours for the phone to be restored from being blacklisted. The phone was never stolen, I've had it the whole time and no one from Pure Talk ever contacted me about it. The customer representatives I spoke with were all very nice and helpful however it seems there are some inept personnel that do not know what to do in situation like this. Also, once they told me the phone was in "collections" I paid it off. I'm still waiting for my phone to be restored and they owe me for a weeks worth of no service. The only reason I'm giving 2 stars and not 1 is because the customer service **** were very nice.

Hello, ****! We sincerely apologize for the inconvenience and frustration caused by the issues you encountered with your porting and blacklisting. We understand the importance of timely resolution and will do our best to rectify the situation as quickly as possible.

We're aware of the steps taken to resolve the blacklisting issue and have confirmed that the necessary ticket has been sent to the correct department. We anticipate that the phone will be restored within the specified timeframe of ***** hours.

Regarding the charges incurred during the period of no service, we will review your account and issue a credit for the affected days.

We apologize for any delays or misunderstandings that may have occurred. We value your business and are committed to providing you with a satisfactory resolution. Our Support Team is available by contact form at ********************************************** and on ********* Instagram, and ******* social media sites for live chat. -C.H.

I have received a defective phone, from ************, this company provide free phone to a qualify people,I was charged 4.99 dollars,according to them,that was the application fee, I did my research, I found out, that they don't charge for the application, I call them, couple time, to request a prepaid label, but they told, I have to pay for the return,and they mention their policy,according to Consumer laws, if the item is defective, doesn't matter,any policy they have, they have to take care of the problem, but they refused to do so. I made the transaction with Lifewireless, the name that appear on my Bank Statement who received the money was Pure talk, they work together, they are stealing from the consumer, because is a free Goverment phone, there is no application fee,they are misleading the consumers, be very careful with this Bussiness,could you imagine, how much they are making charging each individual that need a free phone

Hello ********! We are sorry to hear that you are experiencing issues with your Life Wireless device.

Life Wireless provides the service and a device for free as a courtesy. The $4.99 fee is not an application fee; instead, it is a warehouse processing fee.

Regarding troubleshooting the device and service, please contact Life Wireless directly at ************ for further assistance.

Thank you for your understanding. *****

Cannot reach customer support to activate service. Cannot reach customer support to cancel service. They entered my email incorrectly, so online account doesn't work. I feel like this was deliberate to get my money and not provide service. Terrible company.

Hello, ******! We're truly sorry to hear you had an unsatisfactory customer service experience with **********************. Your feedback is important to us, and were committed to resolving this issue promptly. Please email us using the Contact Form at ********************************************** and include your PureTalk phone number. We're also available on social media sites ********* Instagram, and X ********* for a live chat. Thank you for your feedback. It helps us improve and ensure all PureTalk customers have a positive experience. - A.M.

**************** is missing the middle name of no.Joined Puretalk over 6 weeks ago, stiil no cell service. Wasted 2-3 hours a day on hold with customer service and have had no response from email complaint.

Hi, *******! We understand your frustration and apologize for the wait you experienced.  We'd be happy to help you update your account name and get your phone working again.

Updating Your Account Name:
Log in to your PureTalk portal at ****************************************************.
Click the "Profile" tab and follow the on-screen instructions to update your name.

Troubleshooting Phone Issues:
Software Updates: Ensure your phone has the latest software and carrier updates. Follow the steps for your specific device:
Android: Settings > Software Update
iPhone: Settings > General > Software Update
Network Reset: Sometimes a network reset can resolve connectivity issues. Instructions are available here: *******************************************

For further assistance, please email us using the Contact Form at ********************************************** and include your PureTalk phone number. We're also available on social media sites ********* Instagram, and X ********* for a live chat.

Thank you for your patience and feedback. We value your business and strive to continuously improve your PureTalk experience. - A.M.