Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for TracFone Wireless, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,456 total complaints in the last 3 years.
799 complaints closed in the last 12 months.

If you've experienced an issue

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:09/26/2025
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 bought an unlimited text call and 2g data plan for ***** online for my wife's phone on 9/6/2025 and on 9/22/2025 her phone would not allow her to receive or send texts. I called TracFone on the 22nd and talked to customer service and explained to the agent what was going on, he checked the balance on my wife's phone and he said I bought a 500 minute card and the text were used up. I told him no I bought the unlimited plan and he continued to tell me I bought the 500 minute plan. I hung up and called again and got another agent and explained the same thing to him and he said the system is showing I bought the 500 min plan but couldn't explain why it happened. He fixed the problem and told me that I would need to renew a service plan on the 6th of October and I said that is when her service is to be renewed and he told me that if it messed up again to call back. Today on 9/26/2025 my wife's phone did it again. I called back and talked to an agent and she said the same thing that I bought a 500 min plan. I told her no I bought the unlimited. She said she couldn't help me. I called the corporate office in ******* and talked to an agent there. She said I bought the 500 min plan I said no I bought the unlimited, said for me to type in ****** and then balance next to that I did and it showed talk unlimited sms unlimited data 2.10 gb service end date 10/06/2025. She said that's weird let me see why that did that. She come back and said that because her system shows I bought the 500 min plan she could not help me even though I proved to her that I bought the unlimited. I told her I wanted to speak to someone above her and she would not put me through. She said let me call another department and see what they say to see if what you are telling me is true. She come back and said they said the same thing that I bought a 500 min plan. She refused to transfer me to that department. She is you want more texts you have to buy more texts.
Business Response
Date: 10/10/2025
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 26, 2025, regarding BBB Case number ******** complaint.

Your complaint indicates that you refilled your wifes phone with the $15 Unlimited Talk, Text, and 2GB Data for 30 Days plan on September 6, 2025. However, her text messaging service stopped working on September 22.When you contacted us for assistance, you were informed that the plan activated was the 500-minute plan instead.

We spoke with you on September 29 and October 2, 2025, via phone at ************** regarding your wifes account status and service concerns.

Upon reviewing the TracFone account ending in 8108, we confirmed that it is active and properly provisioned on the network. Our records show a refill made on September 6, 2025, for a $15 TracFone plan that includes 500 minutes, 500 texts, and 500 MB of data for 30 service days. This purchase was completed through the My Account app. We did not find any record of a $15 unlimited plan being added to the account.

Additionally, on September 22, 2025, one of our agents added 231 complimentary text units to the account under reference number 1328880317.

We shared the results of our investigation with you, which confirmed that no unlimited plan was active on the account within the past two months. The last recorded purchase corresponds to a Pay As You Go plan. You expressed disagreement with this information and indicated that no further assistance was needed.

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 1329345321.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/10/2025

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:09/23/2025
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.
This is the second time I have had the same issue with Tracphone. After going out of the country and not using my phone for a few weeks, but using a digital sim card with a different phone number, I returned from my trip to find all of my previous data gone. I had ***** gb on 8/24/25 and now 9/23/25 have none and my phone is no longer working unless I have access to wifi. The Tracphone chat bot was no help and I have tried to call the only phone number I found for Tracphone and was disconnected numerous times by a chatbot, and their online support gave me a number to call during business hours which it was and said call back during business hours. So, now I have a phone plan I already paid for that it no longer working and no way to get in touch with a human being to resolve this issue. Please help.
Customer Answer
Date: 09/24/2025
I attached the amount of data I have as now that doesn't show all the carry over data I had before which I was told during the last time I had this issue that I wouldn't lose that data.
Business Response
Date: 10/07/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 24, 2025, regarding BBB case # ******** complaint.

Your complaint states that your data balance was gone after going back to the US - you had ***** GB as of 8/24/2025, but got nothing on 9/23/2025. In addition, the chat bot could not assist you properly, and you have trouble connecting with customer service.

We looked at your account; the phone number ending in 8456 is currently active under Tracfone Wireless with a 30-day $15.00 Unlimited plan that has Unlimited Talk and Text with 1GB of high-speed data which was recently redeemed on 08/16/25 and 09/15/25.

Records show that you previously reported about your balance being erased back on May; thus your balance was restored with 30 GB of data as per reference No. **********; ********** and No. ********** on 05/06/25; 05/08/25 and 05/09/25 respectively.

For Unlimited Talk & Text Smartphone plans, any unused data after your service end date will carry over to the next cycle if active service is maintained and in use with any Unlimited Talk & Text Smartphone plan.

During our investigation, we confirmed with usage records that there was no evidence of the line being deactivated and it has been redeemed regularly with an unlimited plan through automatic renewal. In addition to this, the usage records did not exceed the data balance on the account.
We apologize for the inconveniences you may have experienced; we determined a technical error was encountered in our system. Thus, we have updated the account with ***** GB of data as per reference No. **********, **********, ********** and 1329065767.

We spoke with you on 09/25/25 at ************ and reviewed the information on the account; and confirmed about the updates made on the account. We agreed to remain in contact for the upcoming updates.

We spoke with you via phone number ************ on 09/26/25 and confirmed the updates made on the account; we added the remaining balance corresponding to 3GB of data as per reference No. 1329126367.

We advise you to review your balance by logging to your Tracfone Wireless account; texting the keyword BALANCE to ******, or by contacting customer support.

If you still require assistance, you can contact an agent at ************** enter PIN ****. Hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1329028025.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/08/2025

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,

***** *****
BUT I hope this doesn't happen again as this was the second time I had to contact the Better Business Bureau about the same problem as TracPhone didn't have an actually person I could speak to and I tried numerous numbers and times. It shouldn't have to be this way. Their customer service must improve and I am grateful that BBB was able to get a person at TracPhone to contact me to resolve this problem.
Initial Complaint
Date:09/23/2025
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.
Tracfone offers a ******************* which does what it states. Tracfone states you can enable/disable this. You can NOT. All attempts have resulted in a spinning cursor that just sits there and sits there and sits there, 30 min later, its still there. Now apparently I am locked out.This company does not care about anyones time or well being, instead being more concerned about their customers as CASH COWS. To be treated with disrespect and labeled as trash.Unlock my **** line, you have wasted enough of my time and patience, just to have you spit in my face and gaslight me. Such a disgusting company, no surprise the likes of ******* bought the company out, which is probably why TRACFONE is such garbage now. I have been using TRACFONE for nearly 20 years across 3 phones, you'd think that'd mean something but ******* has only become more and more difficult to do anything account related over the years. There was a time I couldn't even access the account, services worked thankfully. Every time I have tried to upgrade to a new phone, transfer a line, the things TRACFONE says you can do easily, via their app or website, it does not. I have to call them, wasting countless hours waiting on the phone to talk with someone, just to have to give them some 8000 number sequence, which becomes a hassle in itself.I am SO angry right now I probably shouldn't be doing this but I do not really care at this point, cause if they are going to waste my time, I will waste theirs.UNLOCK MY **** LINE, FIX YOUR ****, IM NOT YOUR CASH COW, LEARN SOME RESPECT, PEOPLE ARE NOT OBJECTS.
Business Response
Date: 10/07/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 23, 2025, regarding BBB case number ******** complaints.

The complaint states that you attempted to remove the Line Locked feature from your number but encountered difficulties doing so independently.

TracFone Wireless has enabled the Line Lock Security Feature as a solution to enhanced your security and prevent possible fraudulent activities. When your line is locked, no one can initiate a number port or transfer the line of service to a new SIM, including you. The Locked status prevents any changes that involve moving the line to a new carrier or a new SIM.

Upon review, we found that your TracFone account associated with the phone number ending in 8384 is active and properly provisioned on the network. Our records confirm that the Line Lock feature is currently enabled,which helps protect your account from unauthorized number ports or SIM transfers. You may manage this feature through the My Account website or mobile app, or alternatively, we can process a request to enable or disable it following successful account authentication.

We have made several attempts to contact you via phone at ************ and sent emails to ************************ on September 24, *****, 30, and October 1, 2025. However, we have not received a response and have been unable to speak with you directly.

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 1329030026.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/07/2025

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.
I was able to do it myself, when I could, sorry I could not respond to your attempts on your time, I had time THAT day, I had off and was going to xfer my number to a new phone.
Imagine it all could have been avoided if your "automated" systems had just sent a text to the line in questions or to one of the other 2 lines on the account (maybe all, like the Line Lock feature does.). Stating something to the effect of "Line Lock has failed and been blocked from further attempts, you will be able to try again tomorrow (state_time), if you did not attempt this action give us a call IMMEDIATELY, if so you can reach us at (blahblahnumber)."
I do appreciate the repeated attempts to contact me, though I was unavailable or if I was available, I was far too tired and I do not want to talk with anyone when I am angry.

*****
Initial Complaint
Date:09/22/2025
Type:Sales and Advertising 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.
Tracfone once again zeroed out my balance and sms. 279 gb and service end date of Nov 15 2025 are correct. I had to contact BBB on 8-12-2025 for this same problem, was fixed on 8-29 with BBB help, My balance should be minutes ****** and sms 2810 I have screen shots to prove. Thank you, *** T
Business Response
Date: 10/06/2025
Dear ******* *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 23, 2025, regarding BBB Case number ******** complaint.

Your complaint states that the accumulated balance was removed from your account.

Upon review, we found that your TracFone account associated with the phone number ending in 0649 is active and properly provisioned on the network. Our records confirm that your account reflects the correct balance,following updates made under reference numbers ********** and 1328900257.Additionally, it was determined that a system glitch has caused the removal of your balance. We sincerely apologize for any inconvenience you may have experienced. Please rest assured we will do our best to ensure that similar issues are prevented moving forward.

We attempted to contact you via phone at ************ and email at ******************** on September 24, 25, 29, and October 1, 2025.While we were unable to speak with you directly, we received your email response confirming that the issue has been resolved and no further assistance is required.

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 1326364912.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/07/2025

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,

******* T
Initial Complaint
Date:09/22/2025
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.
Even though I han an existing plan with TracFone woth ove ***** minutes and 450 days left on the plan, TracFone will not allow me to buy a newer phone without buying another plan.None of the customer service **** seem to know what they are talking about since I get a different story every time I call.I just need to upgrade my existing iPhone 6s to an iPhone ***** the past individual in corporate have called me and resolved any problems but the number s they gave me to call them directly no longer ******* can bee seen from the number of minutes I have, I have been a customer for years.
Customer Answer
Date: 10/01/2025
Further information is that TracFone has lied to me about trying to call on several occasions. Today I did finally get a call but when I answered all that was there was dead air.
Furthermore, I did finally did get a customer service agent to sell me a replacement phone but she did not tell me that a 30 day card would be added to the order. She was still on the phone; it took over an hour just to buy a replacement phone. When I got the email from **** about the charge and when I asked about the extra amount is when she told me about the extra ********************************* that the 30 days would not be added to my existing account and would run concurrently with my existing account. So, I'm paying for the same days twice. When I asked her about this, she stated that I could call back once I got the new phone, with the 30-day card, and they would refund for the 30-day card.
I have little faith in this since TracFone corporate keeps lying about calling me.
To force me to buy a second use card that runs concurrently on one phone is tantamount to theft maybe even fraud.
This is TracFone corporate's fault and that's why I want a call from them.
Business Response
Date: 10/06/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 22, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you were unable to purchase and upgrade your phone to an iPhone 13 because Tracfone Wireless support informed you that you need to purchase a plan together with the phone, despite having enough balance in your account.

Please note that there are phones sold bundled with service plans. These are promotional devices which could not be purchased separately.

In our review, your line ending in 1301 is active and was initially provisioned with a $125 TracFone Wireless Pay As You Go (PayGo) plan. This plan included ***** minutes, ***** texts, and ***** MB of data for 365 days. Additionally, on November 14, 2024, you added an extra year of service for $49.99 and a $7 data add-on for 500 MB. An in-depth review of your account confirms that you were unable to upgrade your service to a different device on September 22, 2025. We have since confirmed and corrected a system error that caused the delay in this transaction.

We contacted you on September 24, 2025, via phone number ************. You informed us that you had sent the phone back to ******* after being incorrectly advised that your Pay As You Go plan could not be transferred. Nonetheless, we notified you that the issue was due to a system error and that we could help you complete the transfer. As you needed to purchase a new device, you requested a callback on the next few days after you purchased a new iPhone 13.

We called you again on October 1, 2025 via the same phone number; you confirmed that you requested a new phone with the order ID *********. As you did not receive the order yet, we agreed to internally follow up your case and call you back on October 6, 2025, which is the estimated date for delivery per *** tracking order No. 1ZY902R60241285768.

Our latest review shows that the phone number is already transferred to the new phone on 10/6/2025, per reference number **********. In addition, the new phone is active and provisioned in our system.

If you still require assistance, you can contact ************** 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 1329013392.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/06/2025

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:09/22/2025
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.
2 months ago filed a complaint with bbb for this same company concerning double billing. They remediation this by giving us talk time and text minutes and go data.for 2 years for my husband and 1 year for me. Since this was rectified. Both me and my husband have lost all our minutes on our phones I have called them once last month and twice this month with the same problem. But this time they aren't giving me gb data back. I Would like full refund if possible for all the over charges. To end using this company. 1
Business Response
Date: 10/06/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/22/2025, regarding BBB Case number ******** complaint.

Your complaint states that you were double charged previously, and this issue was rectified by adding calls, texts, and data balance to your account. Now both your and your husband lost all the minutes; however, the current issue was not rectified despite contacting customer service. Therefore, you are requesting a refund for all the double charges in your account.

Upon reviewing your account, we found the lines ending in 9953 and 3386 have ************** Our records initially showed a balance of ***** minutes, 0 GB of data, and ***** text messages. However, further investigation revealed that 9GB were added to your account per reference tickets ********** and **********. Further review shows that your current data balance is inaccurate.

On the other hand, the double charge you mentioned was for a payment made on 11/30/2024 online through our website. This matter was closed after we agreed to add the service plan to the account equivalent to the amount paid.

We spoke with you via phone number ************ on 9/26/2025, and discussed the status of your account and the matter with your complaint. Following our Terms and Conditions, we denied your refund request. However, agreed and successfully restored your data balance per reference ticket # **********. Consequently, you confirmed the balance has been corrected and that services are working properly.

If you still require assistance, you can contact ************** 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 1323858871.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 10/06/2025

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:09/21/2025
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.
My device was approved for unlocking on the Tracfone page, but the third-party link failed and your phone system doesnt recognize my IMEI. I am looking only to get my phone unlocked and had been a customer of ********************** for several years. IMEI:*************** Device Model: Moto ******* (XT2165DL) Previous Phone Number:**************
Customer Answer
Date: 09/21/2025
Please cancel this complaint. Although Tracfone didn't list the unlock number that worked on its website, I was able to find another phone number to unlock it and it worked. I didn't have the time to wait and fortunately AI's number worked.
If any other customers need it, this is what was listed for me:
2. TracFone Unlock Hotline
Call ************** and provide your IMEI or serial number.
Select options to unlock a device and request to speak with a live agent if prompted by automated menus.
Try calling during business hours (9 AM6 PM local time) and have your purchase date and any previous TracFone account details on hand.

Thank you for offering help when we can't get through to a company.
Initial Complaint
Date:09/20/2025
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.
This regards the current phone ************ When I last called sometime in April 2025. Was told I was eligible for a phone exchange. When I called twice today , once to confirm with SafeLink. Both told me the phone is no longer eligible. And the ******** *** said the phone hasn't earned eligibility based on "time". I thought bring with ******** for a number of years would still be eligible for a ***lacement. Or given credit for a refurbished phone. The last 4 IMEI 1555.They is the reason I have been with SafeLink for so long, as I had thought I still had a phone ***lacement or exchange warranty.
Customer Answer
Date: 09/24/2025
The representative think name was Vanari from ******* customer support called today ( 9-24-25 , 12pm CST) with "good news". And the escalation for a replacement phone was offered. They require I return the current phone back . Instructions will be sent to my email address. Along with a prepaid label.
Customer Answer
Date: 09/24/2025
The same *** from ******* support had called back at 12:51 pm CST. She told me I don't need to return the old defective phone. That the new, better phone will be mailed out to me in 3-5 biz days. Reference # **********

The BBB may wait for TracFone to respond back with this information. Or close as Resolved.
Initial Complaint
Date:09/17/2025
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'm writing because I've been using tracfone for over 10 years During the 10 years I have noticed a glitch whereby the "accidentally" double charge your account whenever you update your payment/enroll in autopay In this regard I am looking for retirbution/compensation for the numerous times I have been forced to call in to their call center for an adjustment and consume time out of my day The representative I just spoke to advised that this is not just affecting me This 'accidental ' glitch that your corporation refuses to fix or acknowledge is not fair to consumers and is seeming deceptive
Business Response
Date: 09/30/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 17, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you have been double charged after you updated your payment method or when you enrolled in auto refill. You are requesting compensation for the time spent in resolving the issue.

In our in-depth review, for the month of September you used another credit/debit card to purchase a service plan. We found a payment processed on 9/16/2025, and another payment for the same plan was processed a couple minutes after, with reference numbers BP20250916622711579 and **********. We have also determined that one of the payments was refunded on the following day.

We have contacted you on September 23, 2025 via phone number ************ We informed you about the status of the refund, which you confirmed that you received. Meanwhile, you are requesting compensation. We made a follow up call on September 24, 2025 via phone number ************. We offered you compensation in a form of data replacement as courtesy; however, you refused the offer.

We truly regret the inconvenience caused by the double charge and the need to contact our customer service team. We understand how frustrating this experience must have been, and we appreciate your time and patience throughout the resolution process. Were sorry to hear that this did not meet your expectations.

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 1328647402.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/01/2025

Complaint: 23899234

I am rejecting this response because:

Hi Tracfone/ Verizon
I am displeased with how your *** has handled this matter and am not confident that the American consumer's best interest is at heart
I would kindly request an onshore escalation manager address the matter or will seek alternate recourse
In addition let the record show that I have been experiencing latent connection, unsolicited spam and corrupt applications suddenly appearing on device since initiating this ***ort and need addressed

Sincerely,

***** *******
Business Response
Date: 10/09/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/01/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you were displeased with how our representative handled your previous issue. You were asking for a manager to handle this matter or for an alternate resolution. In addition, you mentioned that you are experiencing latent connection, and some applications suddenly appear on your device.

We acknowledge your request, and apologize for any inconvenience this may have caused you. We value customer feedback to support future improvements.

Nonetheless, per our previous response, the issue has been rectified in the following day, and that you have already received the refund. We also offered to add data to your account as courtesy; however, you refused.

On the other hand, we reviewed your account, and our records show that it is active and provisioned. Usage Records also indicate that the service is being used. In regards to the apps that suddenly appear on your phone, you may uninstall some undesired apps. Also, we advise you to avoid clicking on some unknown links.

We spoke with you on October 3, 2025, via phone number ************. We discussed the information that we found on your account and we offered 1 GB of data for compensation, which you agreed to have.

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 1328647402.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 10/09/2025

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:09/17/2025
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.
My tracfone is no longer providing services i previously had. I spoke to 2 customer service people, the first one had a heavy accent and spoke very quickly, and was too hard to understand, the second one gave me instructins to do on my phone rhat did not fix problem and after about a half hour hung up on me.
Business Response
Date: 09/19/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 17, 2025, regarding BBB case number ******** complaint.

Your complaint states that TracFone Wireless is no longer providing the services you previously had. You also mentioned that you reached out to customer support twice for assistance, but the desired resolution was not provided accordingly.

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.

Upon review, we found that your TracFone account is active and properly provisioned on the network. The usage report for your line also indicates that the service is being actively used.

We spoke with you on September 18, 2025, via phone at ************. During the call, we confirmed that your phone service is working as expected. However, you requested assistance in enabling the predictive text feature on your device. We walked you through the setup process successfully, and no further assistance was required.

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 1328643552.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 09/22/2025

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,

***** ******

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TracFone Wireless, Inc. is NOT a BBB Accredited Business.