Complaints

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:07/25/2025

  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.

  On July 5, 2025 I spoke with a representative from Straight Talk to inquire about their service at my address. The representative assured me that there was straight talk service at my address. At that time I purchased a service plan from them for $39.43. For the next 14 days I spoke and chatted with several straight talk representatives regarding my service that I had no service, and that my phone kept saying waiting for activation a few representatives told me that something was wrong with my phone and I had Apple run a check and they said nothing was wrong with my phone. On day 14 straight talk said they would refund my $39.43 service plan since it was never used and my phone never activated by straight talk because they have no networks at my address. They also released my phone number. Within 15 minutes with Cricket I had phone service. Straight talk still hasnt refunded me. Yesterday when I talked to a straight talk representative she said I wasnt getting refunded because I left straight talk and went to a different carrier. I think this is so unfair. I just want them to refund my $39.34 Thank you

  Customer Answer

  Date: 07/25/2025

  Straight talk called me twice today to let me know that they are refunding my $39.34.

  Thank you very much for helping me with this matter,

  ******* Williams 

• Initial Complaint

  Date:06/28/2025

  Type:Customer Service 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 have been a loyal Straight Talk customer since 2021. Recently, I decided to switch to a different wireless provider, which requires my current phone to be unlocked. On June 25, 2025, I submitted a request through Straight Talk to unlock my device. I was informed that I would receive an unlocking code via email within two business days.However, as of June 27, I had not received any unlocking code. On June 28, I attempted to follow up and resolve the issue. I called Straight Talk customer service and was placed on hold for over three hours without ever reaching a representative. I also attempted to use their live chat support, but the agent informed me that unlocking a phone could only be done by speaking to a representative on the phone, which is something I had already been trying unsuccessfully to do for hours.This experience has been extremely frustrating and unacceptable. I am unable to access services from my new provider because my phone remains locked. I am filing this complaint in the hopes of receiving a resolution and to make Straight Talk aware of the unnecessary obstacles being placed in the way of loyal customers simply trying to make a provider change.I respectfully request that Straight Talk promptly provide the unlocking code for my phone as originally promised and improve its customer service accessibility.

  Customer Answer

  Date: 06/28/2025

  Since submitting my original complaint, I have found that Straight Talks own unlocking policy confirms that my iPhone SE should be eligible for remote unlocking, and no unlock code is needed.
  
  According to their published unlocking policy:
  
  For customers with cellphones capable of remote unlocking (this includes most iPhones): ******* Value will remotely unlock the phone when it becomes eligible for unlocking For all cellphones Activated prior to November 23, 2021 the cellphone will be remotely unlocked upon customer request after twelve (12) months of active paid service.
  
  My iPhone SE was purchased and activated with Straight Talk in 2021. It is in working condition, has never been reported lost or stolen, and has had well over 12 months of continuous paid service.
  
  I am requesting that my phone be remotely unlocked immediately, per Straight Talks policy and technical capability.
  
  

  Business Response

  Date: 07/16/2025

  Dear ******** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This letter is in response to your correspondence dated June *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are requesting the unlocking code for your phone, as previously promised.
  
  Upon review, we found that your Straight Talk account became inactive following your port-out request on June 30, 2025, under reference number **********. Additionally, records show that an unlocking request was initiated on June 25, 2025, with reference number 1323312614.
  
  We attempted to contact you via phone at ************ and email at ******************** on June 30, 2025, but were unable to reach you directly. However, you responded to our email confirming that your phone had been successfully unlocked. As a result, no further assistance is required at this time.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1323676494. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 07/17/2025

   
  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:06/28/2025

  Type:Product 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.

  Pending order for purchase made on 06/25/25 for $59.81 for a new phone and calling plan.The phone has not shipped, but the merchant has takken money from account and debit card ending in 4580 called customer service on 06/28/25 and rwquested refund. they said not possible it is 11:17 am 06/28/25 the order needs to either shipped or refunded.If there is no response within a week, I will have bank dispute charges. in 07/07/25 and not a day after I have never had this issue before from using straight talk to years

  Business Response

  Date: 07/16/2025

  Dear Jeroice *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 28, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you placed an order for a phone and an airtime plan, and although you were charged, you have not yet received the order. As a result, you are requesting that the order be shipped or,alternatively, that a refund be issued.
  
  Upon review, we found that your order was processed on June 25, 2025, and you were charged $59.81 for a free phone and the $55 airtime plan under order number 4177-1G11702HT8. You can track your package using the *** tracking number 1ZY902R60240182942.
  
  We spoke with you on July 2, 2025, via phone at ************. During the call, you informed us that your package had been delivered and was available for pickup at the *** facility. Additionally, you requested that the case be closed.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1323729533. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 07/16/2025

   
  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,
  
  Jeroice *****

• Initial Complaint

  Date:06/27/2025

  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.

  I purchased a ******* a54 phone online from Straight Talk wireless for ******. The online agent said phone ships in less than 5 business days. The purchase date was May 28th and today is June 27th. Everytime I called their customer support number it would put me on hold for hours, I finally got a online agent and they told me that cancelling the order isn't possible and I would need to call my bank and file a dispute. I'm not sure what world they live in but waiting on a phone for month/months isn't something I could do. I did call my bank and file a dispute.

  Business Response

  Date: 07/17/2025

  Dear *** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB Case number ******** complaints.
  
  Your complaint states that you ordered a phone through the Straight Talk website and were told delivery would take fewer than five business days. However, you have not yet received the phone. Additionally, you were unable to cancel the order for a refund and were instead advised to file a dispute.
  
  Customer satisfaction remains our top priority, and we are taking additional steps to enhance our inventory and fulfillment processes to help prevent similar issues in the future. Unfortunately, due to unforeseen inventory constraints, some customers have experienced delays in receiving their devices. Please know that we are actively working to resolve this matter and are committed to improving your overall experience.
  
  Upon review, we confirmed that you placed your order on 5/28/2025, for a ******* device and a $35 airtime plan with a total cost of $183.56 under order number 2662-55KK1T7AS1. However, as we checked, status of the order is still in pending remote fulfillment.
  
  We attempted to contact you via phone at ************** and email at ******************* on June 30 and July 1, 2025, but were unable to reach you directly. However, we did receive your email response requesting that we communicate with you via email. In response, we shared the outcome of our investigation and informed you of the escalation submitted under reference number **********. As of July 17, our team is actively working on canceling the order. Once the cancellation is complete, the refund process will begin and may take between 3 to 5 business days, up to a maximum of 30 business days. Rest assured, we are closely monitoring the progress of both the cancellation and the refund.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1323668890. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 07/17/2025

   
  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:06/27/2025

  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.

  I purchased the $55 to get the free phone that was being offered on 06/06/25. This was after my phone number was extended for ***** for service. The person that I chatted with on the computer told me that the new phone would not get to me before the end of the extension on my phone. I did decline her purchasing the phone for me because there was a choice of more than one phone and I wanted to make sure that the phone would me my needs to some extent. So after chatting with the person, I decided which phone that I was going to get for free the ******* galaxy phone. Therefore, I placed the phone in my cart then I went to put the $55 plan in my cart as well. I confirmed that the phone was in the cart for the purchase and I was given the chose with the $55 plan to use it now. I chose this since the extension was only for 3 days. So I purchased it through my ****** account. It then told me that my phone would be shipped within 3 to 5 business days. I never received a confirmation page for the order. So I chatted that night with someone and was told to give it 24hrs. So I chatted again the following day, I was told to give it until the next week. I chatted again and they were unable to find the order nor send me a confirmation of the order. I asked to speak with a manager and I was told to call in. I got frustrated with them. So I called 06/27/25 to speak to a manager. This person who stated that she was a manager after I repeatedly on the phone with her kept asking for a manager, finially stated to me that she was a manager, but I ended up in a shouting match with her. She kept trying to accuse me of being the reason why I did not receive the free phone. She refused to send me to her manager, who I asked for repeatedly. She even tried to keep hitting the numbers on the phone while I waited on her to send me to someone else higher than her trying to get me to hang up. She stated that her name was Desefez ID: ******. You need to fire her and listen to the call.

  Business Response

  Date: 07/16/2025

  Dear ****** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 28, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased the $55 airtime plan to qualify for the free phone offer. However, you have not received the phone or any confirmation of the order. You also mentioned that you sought assistance regarding this matter, but it remains unresolved.
  
  Upon review, we found that your Straight Talk account is active, and the usage report confirms that the service is currently being used.Regarding the order placed on June 6, 2025, our records indicate that the purchase was solely for the $55 airtime plan and did not include a phone.
  
  Please note that to participate in the Straight Talk Wireless Free Phone promotion, customers must follow specific steps and meet certain eligibility requirements. To qualify for a free phone through ******************************, customers must purchase an eligible device together with the Gold or Platinum Unlimited Plan through the Straight Talk website. Both the device and the plan must be included in the same transaction for the promotion to apply.
  
  We spoke with you on July 3, 2025, via the phone number ************, during which we shared the results of our investigation. We explained that the order was not processed correctly, and instead of placing a new phone order, the $55 plan was applied as a regular refill to your existing device.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1323654632. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 07/29/2025

   
  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:06/25/2025

  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.

  Straight talk wireless deducted monies from my account on 6/22/********* explicitly told them not to because I no longer have access to the phone or number associated with my account. At one ********************** they were supposed to send me a new phone and offered half off deal on my monthly bill. This charge would show for the month of May 2025. I never received the phone and they still deducted the payment. I contacted customer service and they said because I didnt have an email address associated with my account that they couldnt refund my money but that hasnt prevented them from deducting the payment. I informed them that I would be lodging a complaint with the BBB in regards to this matter.

  Business Response

  Date: 07/14/2025

  Dear ******* ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 26, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that Straight Talk billed you in June 2025, even though you no longer had access to your phone. You were expecting a replacement device that never arrived. When you sought assistance, your request was declined due to the absence of a valid email on your account.
  
  We attempted to locate your account by utilizing our tools using your name, number and email address available in the complaint. However,we are unable to determine your account. For us to investigate your concern we will need to have your accounts information, which includes your number,device IMEI number and email address associated to the account. Hence, to address the matter we need to speak with you directly for assistance.
  
  We attempted to contact via phone at ********** and email at ************************** on July 1, 2, 6, 8 and 9, 2025, but we were unable to speak with you directly and we have not receive any email response as well.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1323727916. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:06/25/2025

  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.

  Straight Talk has refused to unlock my cell phone so I can use it to go with a different carrier that will be less expensive for me on a fixed income. I was on hold for one and a half hours before I decided I waited long enough. I called a few times and I have not had a phone for 3 days. I decided to go with the less expensive cell phone carrier and bought a new cell phone, new chargers that is compatible. Plus a cell phone protector and sim card. $15 for sim card. $99.88 phone $11.97 ANK CHARGER, $10.88 OMN car charger $30.00 Phone case $9.88 ANK C-C 6F 9.88 $48.47 service the cut off. $10.00 fuel to ****** $50.00 doctor visit $20.00 anxiety medicine.

  Business Response

  Date: 06/16/2025

  See attached. 

  Business Response

  Date: 07/15/2025

  Dear ******* *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 25, 2025, regarding BBB case No. ******** complaints.
  
  Your complaint states that Straight Talk Wireless has failed to unlock your cellphone, and you decided to purchase a new phone. You are requesting to get a refund for the new phone you had to purchase, and all other expenses.
  
  We understand your desire to use your device on another carriers network, and we want to provide clarity based on our Unlocking Policy, which became effective on April 1, 2025.
  
  As outlined in our policy, for cellphones capable of remote unlocking (this includes most iPhones and some Android cellphones) that were activated with Straight Talk Wireless service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.
  
  Additionally, to assist with future unlocking requests the cellphone must be activated with Straight ************ by purchasing and redeeming an airtime plan on that specific phone, must be in working condition and turned on, and has not been reported stolen or lost, with no indicators of fraud.
  
  Provided that these eligibility criteria are met specifically, 60 days have passed since paid activation and 60 days of paid active service have accrued no immediate action is required from you. The remote unlocking process will occur automatically. Please ensure the device is powered on and connected to a Wi-Fi or cellular network during this period. You may receive a notification on your device once it is unlocked.
  
  We reviewed your Straight Talk account which corresponds to an associated ******* Galaxy A13 with IMEI (serial number) ending in 2907, which was activated on 10/07/2022. Our records indicate that your device was successfully unlocked after a request referenced by ticket No. ********** was submitted on 06/10/2025. In addition, we determined your account was deactivated as a result of a port-out transaction performed on 06/20/2025 referenced by ticket No. **********.
  
  We attempted to contact you via phone number ************ on 06/26/2025, 06/29/2025, 06/30/2025, 07/01/2025,and 07/03/2025; however, we were unable to reach you. We need to speak with you directly to discuss this matter.
  
  If you should still require assistance, you can contact an agent at ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1323371716. 
  
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  
  Sincerely,        
  
  Executive *********************

  Customer Answer

  Date: 07/17/2025

   
  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.

  --------- Forwarded message ---------
  From: *** ***** *. <**********************************************************************>
  Date: Thu, Jul 17, 2025 at 9:13 AM
  Subject: Fwd: ******* *******
  To: Cee Cee M. <********************************************************************>
  

  
  
  

  Hi Cee Cee,

  
  

  CID 23463136   Sounds like it's resolved now

  
  

  ---------- Forwarded message ---------
  From: ******* ******* <********************************************************************>
  Date: Wed, Jul 16, 2025 at 10:45 PM
  Subject: ******* *******
  To: ********************************************************************************************************************** <**********************************************************************************************************************>
  

  
  
  

  ***,

   

  Thank you for your help on my BBB complaint.

   

  I had all the information I needed from Smart Talk that I needed the next morning.

   

  Sincerely,

   

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

   

  ID Number ********

  
  

  
  --
  

  *** ***** *.
  

  Standards and Compliance Assistant

  Better Business Bureau

   

  p: ************  ext. 198

   

  ************************   
  

  
  

  Serving Southeast Florida & the Caribbean

  ******************, *************************

  

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

• Initial Complaint

  Date:06/25/2025

  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.

  Straight Talk is horrible. I have been getting warnings that my phone service is running out of data (I purchased the unlimited data plan). So I worked with 4-5 different agents who were completely incapable of helping me, and one of them did something to my service, saying it would be out for 24 hours for call and text (in addition to data). I never consented to that. After 24 hours, it did not come back on, and agents were not able to restore service. They say I might be out of service for an additional 5 days now. What am I paying for, if I have no call, text or data?

  Business Response

  Date: 07/14/2025

  Dear ***** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/25/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that despite having an unlimited data plan, you received data consumption warnings. In addition, your phone service was not restored despite contacting customer service.  
  
  Our records show that your Straight Talk account with phone number ending in 8852 is active; however, it is not provisioned properly in the system. We apologize for any inconvenience this may have caused you, and we have already submitted an escalation, with reference number **********, to rectify the account.
  
  We received an email response from you on 07/01/2025 and 07/04/2025 at *********************** You quoted for a callback request via phone number ************. We spoke with you on 7/5/2025 via phone number ************. We informed you that the case is being escalated and we agreed to call you back for updates.
  
  We made a follow-up call with you on 07/06/2025 via phone number ************. We informed you that escalation is still pending and the investigation on your account is still ongoing.
  
  As of 7/7/2025, the account has been rectified. Our records also show that you had been contacted regarding the updates. In addition, service days were extended,and Usage Records indicate that the phone is working.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1323623481.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:06/24/2025

  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 have been a customer with ********************** Talk for years, have cell phone service thru Straight Talk. For at least a year now, I havent been getting the services that I pay for. Im enrolled in auto pay (have been for years) I have the $45 month unlimited plan. Every month they tell me that my service will be disconnected, so I have to go thru all the steps again of putting my account on auto pay.But also here is another issue, lack of service, when I first started my service with Straight Talk, I had 2-3 bars always, it was good service, now for at least a year, I only get 1 bar on my cell phone, I have a lot of dropped calls, people call me & the phone will hang up, or when I try to answer they cant hear me, I cant do anything on my phone with only 1 bar. I call Straight Talk 2-3 times a week, spend hours on the phone, while they fix the problem, their fix never works, a lady even told me to go outside & use my phone, why should I have to leave my house? Straight Talj representative also told me to go somewhere & use the wi-fi the business like *********** offers, the nearest place for me is 20 minutes away, really? The service ***** but they dont hesitate to take money out of my checking account each month

  Business Response

  Date: 07/11/2025

  Dear ***** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 24, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you are experiencing issues with your phone service, including disconnections, despite being enrolled in Auto Pay.
  
  We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help. As part of our commitment to providing excellent customer service, we value your feedback and use it to support future improvements. We will do our best to ensure that similar issues are prevented moving forward.
  
  Additionally, please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions,weather and other conditions. 
  
  Upon review, we found that your Straight Talk account is active and well provisioned in the network. We have confirmed that coverage is available in your area and no known network outage reported. In addition, the account is enrolled in ******** and purchase history of the account reflects the Auto Pay payments.
  
  We spoke with you on June 29, 2025, via phone at ************ and stated that service is already working well. No further assistance needed.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1323569291. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:06/22/2025

  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 phone from ******* in December 2024 for my boyfriend. We set it up with **************** and it worked perfectly for over six months. After a recent system update, the phone suddenly stopped working and now says: Your phone is not registered on a network. Emergency calls only.When I contacted Straight Talk, I was told I would need to either:Pay for two months of service with Straight Talk, or Have 12 months of service plus a $150 fee to unlock the phone.This is completely unreasonable. If the phone required unlocking, it should have never worked on ******** in the first place. This is clearly a technical error on Straight Talks side, not ******* make matters worse, customer service was terribleI waited over 2.5 hours on hold, got no help, and could barely understand the *** when I finally ******* my boyfriend is without a phone, and we have a 5-month-old babywe need reliable communication for emergencies. We should not be charged to fix Straight Talks mistake.Desired Resolution:I want this phone unlocked immediately at no cost or another fair resolution provided. Straight Talks unlocking policy in situations like this needs to be reviewed to protect consumers.

  Business Response

  Date: 07/10/2025

  Dear ****** Viellete:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 23, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that your boyfriends phone, which previously works with *************** suddenly, prompted the message, Your phone is not registered on a network. Emergency calls only. You called Straight Talk to have the phone unlocked but was advised the need to meet phone unlocking eligibility.
  
  We attempted to contact you by phone at ************** and via email at ***************************** on June 23, 24, 28, 29, and July ******, but were unable to reach you directly. As of this writing, we have not received any response.
  
  Upon review, we found that the phone number ending in 7339 was last associated with a device whose serial (IMEI) number ends in 9750. Our records indicate that this device has already been successfully unlocked, as confirmed under reference number **********.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1323212074. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department