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

3,313 total complaints in the last 3 years.
778 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:11/24/2025
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 refill plan from Tracfone Wireless for my cell phone account. My account had the correct amount of minutes/text/data, but then before the plan renewal date, the amount of minutes and texts went to 0, even though I still had thousands of minutes and texts on my account. I spent over 4 hours on their support line, talking to 3 separate agents, but no one was able to fix the problem. They wouldn't even acknowledge that their system caused the problem. All they said I could do was spend more money to buy a new plan, so they wanted me to spend money to fix a problem caused by their system.
Business Response
Date: 12/02/2025
Dear ****** ****:

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

Your complaint states that you redeemed a service plan to your Tracfone Wireless account; however, your remaining minutes and text balance went to zero (0) before your service due date. In addition, you were only advised to purchase a plan when you contacted customer service.

Upon reviewing your TracFone account, associated with the **** (serial number) ending in 4304 and phone number ending in 6218, we found that services are currently active with a Pay-Go plan. The account currently has Auto-refill set up with the $25 Smartphone Only 60 access Day plan. Our transaction records indicate that the phone service has been redeemed regularly through auto-renewal along with 500 units for calls, text messages and data.

In addition , we have found that on two occasions, two service replacements were processed back on 09/26/25 and 10/25/25 as per reference No. ********** and No. ********** respectively. An in-depth investigation, taking into account the redemptions made on your phone service, it was identified a mismatch within the balance information and the internal provisioning in our system impacting then your balance information.

We spoke with you over the phone at ************** 11/30/2025 to inform you of the details provided above and to properly reprovision manually your account with ****** minutes, ****** texts, and ***** GB of data.

You may review his updated balance by logging in to his TracFone Wireless account, texting the keyword BALANCE to ******, or by contacting customer support. We apologize for the inconveniences this may have caused and we can confirm this balance corresponds to the correct information. Moreover, you confirmed that the account was correctly provisioned and agreed with the amount of services provided.

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 the email reference number ******* or Ticket Number 1332783895.

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: 12/02/2025

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:11/24/2025
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 called support yesterday (Nov 23) to try and fix my RCS messaging which hasn't worked for weeks. I was on with an agent for like 30 mins and instead of fixing it, he completely messed up my account. He asked for a verification code sent to my text to "access the account" so I gave it to him. He didn't say he was gonna use it to spend my points. I found out later he actually used 5000 of my reward points to process a transaction ($50 unlimited plan) that I never asked for.Because he forced this new plan on me, it wiped out the 1-year prepaid plan I already had on there. My service was supposed to be paid up until Feb 2026. He also lied and said he was sending a free replacement phone to fix the signal and that I wouldn't have to return my old one, but the email I got says I do have to send it back. When I called back to try and fix all this, I spent another 3 hours getting the runaround. They refused to get a supervisor and eventually just hung up on me. One agent even disconnected my service entirely for a while. My RCS is still broken and now I'm out a ton of time, money and points.
Business Response
Date: 12/08/2025

Dear *** ***********:

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

Your complaint indicates that you initially experienced issues with RCS messaging not working. During attempts to resolve this, you discovered that an agent had used your ***** rewards points to purchase a $50 airtime plan without your consent. Additionally, you were promised a replacement phone without needing to return your old device, which you later found to be untrue. To date, your concern remains unresolved. You are requesting assistance to restore RCS messaging on your phone, recover your ***** rewards points, and adjust your service back to February 2026.

Upon review, we confirmed that your TracFone account is active and properly provisioned on the network. Our records indicate that you have both the Pay As You Go (*****) plan and a $50 Unlimited Plan, which was added on November 22, 2025, after redeeming ***** rewards points.

We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we will do our best to ensure that similar issues are prevented moving forward.

We spoke with you on November 25, 2025, via phone number ************.During the call, we shared the outcome of our investigation and initiated an internal recovery process (Ticket #**********) to restore your rewards points.We also performed troubleshooting steps to resolve the issue with your RCS messaging.

Follow-up calls were made on December 2 and 7, during which you confirmed that RCS messaging is now working and your ***** rewards points have been restored to your account. Additionally, the Service End Date for your account now reflects February 21, 2026, in line with your original PAYGO plan.

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 1332736593.

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: 12/08/2025

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,

*** ***********
Initial Complaint
Date:11/21/2025
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.
Tracfone zeroed out my balances when I had active service I want my balances restored I tried several times contacting tracfone but get nowhere and then they disconnect the call
Business Response
Date: 11/27/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 21, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your balance was removed despite having an active service. You are requesting that it be restored.

Upon review, we confirmed that your TracFone account is active and properly provisioned on the network. Our records show that you purchased a Pay As You Go Plan (TracFone $125 plan with ***** minutes, ***** texts, ***** MB, and 365 access days) on October 6, 2025; however, the balance does not reflect the Pay As You Go minutes.

We spoke with you on November 25, 2025 via phone at ************.During the call, we discussed your concern regarding your balance. We attempted to restore the lost minutes on your account but were unsuccessful, so we agreed to escalate the issue to correct the error. On November 26, 2025, we reviewed your account again, spoke with you, and verified that your minutes had been restored, concluding the case as resolved.

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 1332654354.

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: 12/02/2025

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:11/20/2025
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.
My phone number was moved from ******** to TracFone. Four days later, my phone was stolen, and I was told to deactivate my account to secure it. When I tried to activate a new phone and recover my number, TracFone refused to verify my accounteven after I provided eight phone numbers that matched the previous call history.I was repeatedly told incorrect information, including that more than 90 days had passed and that my number belonged to another carrier. ******* confirmed they do NOT own the number. ******** confirmed on November 18 that the number had NOT been reassigned and was reclaimable.On November 19, TracFones *************** ported my original number back, but the service never activated. Hours later, they claimed they could not turn on my service because I was not supposed to have the same number they had just ported, and which still appears inside my online account.I currently have no service, no working number, and my business number has been lost due to TracFones errors. I have spent extensive time attempting to resolve this, and every department gives conflicting answers.I am requesting: Restoration of my original phone number Activation of my service Correction of their verification system Compensation for loss of service and business interruptions
Business Response
Date: 12/04/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 20, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you lost your phone, which prompted you to contact us to deactivate your service for security purposes.However, you experienced difficulties reconnecting your service to your new phone despite reaching out to customer support. As a result, you are requesting assistance in resolving this issue and seeking compensation for the inconvenience caused.

We spoke with you on November 21, 2025, via phone at ************.During the call, you provided the details of your device and your previous number. After reviewing, we determined that an escalation was required to retrieve the number ending in 6471 under reference number 1332486225.

On November 22, 2025, we received confirmation that the old number was successfully retrieved and activated on your device under reference number 1332538671.

We attempted follow-up calls on November 23, 26, and 29, but were only able to reach you on December 3, 2025 to discuss the status of your account. During that conversation, we explained that the recent deactivation was caused by a system glitch related to your previous ******** enrollment. To prevent this issue from recurring, we removed the old ******** enrollment number from your account. A complete reactivation was then processed under reference number 1333232532.

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 1332496613.

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: 12/04/2025
To the Better Business Bureau,

I am writing to provide an update regarding my recent complaint filed against TracFone Wireless.

As of December 3, 2025, all issues related to my complaint have been fully resolved. TracFone has addressed the problems I experienced, and my service has been restored to my satisfaction.

I want to formally notify the BBB that the matter no longer requires further action. Thank you for your assistance and support throughout this process.

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

Customer Answer
Date: 12/05/2025

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.
To the Better Business Bureau,

I am writing to provide an update regarding my recent complaint filed against TracFone Wireless.

As of December 3, 2025, all issues related to my complaint have been fully resolved. TracFone has addressed the problems I experienced, and my service has been restored to my satisfaction.

I want to formally notify the BBB that the matter no longer requires further action. Thank you for your assistance and support throughout this process.

Sincerely,

****** ******
Initial Complaint
Date:11/17/2025
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.
Summary: My paid annual TracFone plan has repeatedly reset to zero balance. This has happened four times this year, and the problem has never been permanently fixed. During the most recent incident, I even lost full use of my phone number. Agents either refused to help, provided temporary fixes, or tried to pressure me into buying more service.I am filing this complaint because my TracFone prepaid annual plan has repeatedly had its balance erased, leaving me with 0 minutes, 0 texts, and 0 data even though I paid for a full year of service.I purchased the $125 annual plan in December 2024, which includes 1500 talk minutes, 1500 texts, and 1.5GB of data. Since paying for this plan, the same issue has happened at least four (4) times during ********.The most recent incident was in November 2025, and the previous one was in September 2025. In each case, my account suddenly showed zero balance across everything without me using anywhere near the included amounts.I contacted TracFone customer service through chat and by phone each time this happened. Unfortunately, TracFone does not save or provide chat transcripts or call recordings, so I dont have copies. However, during two of these interactions, the agents tried to convince me to purchase more service, even though my plan was still active and paid for. Other agents only applied temporary fixes by manually adding talk or text balances, but these temporary fixes always disappeared again within a few weeks.During the most recent incident, no solution was provided at all. I was left with no service, no minutes or texts, and no data, even though I had paid for an entire year of service.What I am seeking:Restoration of the full annual-plan balance I paid for (1500 minutes, 1500 texts, 1.5GB data)A permanent fix to the recurring issue so my paid service does not disappear again Assurance that I will receive the service I already paid for
Business Response
Date: 11/20/2025
Dear ***** ******:

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

Your complaint states that you paid for a one-year service plan in December 2024, which included ***** talk minutes, ***** text messages,and 1.5 GB of data. However, this year, you have experienced a recurring issue where your balance is being removed from your account.

Upon review, we found that your TracFone account is active and properly provisioned on the network. Our records confirm that you added service to your phone on December 14, 2024, which included ***** voice minutes,***** SMS units, and ***** MB of data with 365 service days.

While the service has been in use, we determined that a system glitch caused the removal of your remaining balance.

We sincerely apologize for any inconvenience this may have caused. Please rest assured that we are taking steps to prevent similar issues in the future.

To resolve the matter, an update was made to your account under reference number 1332378598.

We spoke with you by phone at ************** on November *******, and you confirmed during the conversation that the issue has been resolved and your phone is now functioning correctly.

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 1332364582.

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: 11/22/2025

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, as of now. This problem keeps happening. However, as of now all is well.

Sincerely,

***** ******
Initial Complaint
Date:11/13/2025
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.
My p***ay phone is #************. I purchase 1 year talk, text. data each year. Early September 2025, I purchased 500 add on mins talk only. At that time I had 250 talk, 800 texts, 3.5gb data in my account. After I adding the 500 minutes the ************ were deleted leaving me with 500 mins talk only. I chatted with a tracfone **** The text/data was restored. One month later on Octoer 12, 2025 all talk, text, data were removed again, phone was deactvated. I talked with 3 different **** on tracfone website chat Oct 12. All refused to restore account. I purchased 300 minutes talk, text, data on Oct. 12 to get phone reactivated.. On October 14, 2025, I was able to message with a *** on ******** and after two hours+ on chat my time was restored to 856 talk, 987 text, 3.71 data, 30 days later on Nov. 13, 2025 my phone was deactivated and there was 0/0/0 TTD in my account. From Nov 2 when my account showed 856T, *******, 3.71 data until Nov 13 I had data turned off and only used home wi fi, made 2 calls less than a min. Nov. 4 at 9:20 am and 11:32 am & approx 33 texts 11/4,11/5,11/6,11/7,11/8,11/13. 11!13 I spent around 2 hours on ******** chat with a *** who refused to restore my account to the correct amount of talk, text, data. After the chat on Nov 13, there is 499 talk, 500 text, 3.0data. *** kept referring to a previous transaction saying that was all he would add back to my account. The issue is a result of the 500 minutes that I bought back in September. During the 5 chats I have had since September I was told several times my account would be escalated and to be assured that the issue would be corrected but it has not. Every 30 days my phone is deactivated and I have to contact a *** again to go through this process all over again which is frustrating and time consuming. I have spent hours on this Phone should not be deactivated every 30 days. I have numerous screenshots that would not upload here. If you need the screenshots let me know.
Business Response
Date: 11/17/2025
Dear ******* ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 14, 2025, regarding BBB Case number ******** complaint.

Your complaint states that when you refilled your phone in September 2025 with an additional 500 talk minutes, your previous carryover balance was removed from your account. You contacted customer support for assistance, and at one point your balance was reinstated; however, your balance was once again removed 30 days after. You are seeking resolution on this matter and requesting that your 856 talk minutes, 987 text units, and 3.71 GB of data be restored.

Upon review, we confirmed that your TracFone account is active and properly provisioned on the network. Our records show that you added 500 voice minutes to your phone on September 11, 2025, and an additional 100-minute / 90-day access plan on October 12, 2025. Furthermore, we identified multiple service replacements performed on September 11, October 14, and November 13, 2025, under reference numbers **********, **********, **********,and 1332050250.

After an in-depth review, we determined that a system glitch caused the issue, and updates have been implemented to correct it. We found no indication that the line was deactivated, and the usage report confirms that service was utilized. Your current balance for minutes and SMS is accurate;however, we identified that your data balance is missing 0.71 GB.

We spoke with you over the phone at ************** on November 14, 2025. We discussed your balance and added the missing 0.71 GB of data under Reference No. **********. You confirmed that the updated balance was correct. Furthermore, we assure you that your services will not be removed again. To prevent recurrence, we have implemented an internal follow-up process to monitor your account and verify that this inconvenience does not happen next month.

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 1332080415.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:11/10/2025
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.
Well Tracfone, here we are again for my monthly complaint to the BBB about the theft of my data that seems to be the game Tracfone enjoys doing to their customers.*******, you are a multi-billion dollar business yet you continue to steal data from your customers. You give the same old tired excuse of a system error, yet you refuse to fix the problem. Why?This data theft has been going on for at least a year on a monthly cycle. When are you finally going to resolve the problem your company has?This month, Tracfone stole data from me again amounting to *****GB. Enclosed are screen shots taken just a few days apart proving Tracfone steals data from customers.Once again I want the data back. Stop stealing and fix your darn problem with your system.
Business Response
Date: 11/24/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 12, 2025, regarding BBB Case number ******** complaint.

Your complaint states that TracFone has continued to deduct data from your account, indicating that ***** GB was removed this month. You are requesting the restoration of your data and a resolution to the system issue.

To safeguard the integrity of its customers' data, ********************** implements its customer account authentication policy in accordance with strict security guidelines. Authentication is required for any account updates.

In our review, we were able to pull up an account using the phone number associated with the complaint. It is linked to an active ******* S146VL and is currently under the $20 Unl Talk & Text, 4GB Data/HS Capable 30-Day plan. The account was activated on September 4, 2025, through an upgrade (reference 1327799495).

It was also evident from the records on the old device IMEI ending in 7090 that you usually experience losing data units, as shown by the following complaint tickets: **********, **********, **********, and **********. Upon transferring to the new device IMEI ending in 1097, you experienced the same issue (ticket **********) and was provided with data units, as per these resolution tickets: **********, **********, **********, and 1330086947.

Further investigation shows that your current data balance is ***** GB. We contacted the designated department, which provided your usage for the following months:
September 1-30: 204 MB
October 1-31: ****** MB
November 1-11: 601 MB
This amounts to a total of ******* MB of data used,indicating that you had minimal use for data features.

A review of the attached screenshot of the complaint shows that you had ***** GB of data carryover and 10 GB of data from your current plan. As of November 13, 2025, you have a data balance of 10 GB.

We spoke with you via phone number ************ on three separate occasions regarding the missing data units. On November 13, 2025, we authenticated your account and informed you that we were escalating the case to investigate the root cause of your missing data. We assured you that once the root cause was identified, the data would be restored to your account.

On November 19, 2025, we received a response from the escalation explaining the root cause:your data carryover was lost every now and then due to expiration adjustments made every time a replacement unit was given to your account. Later that day,we spoke with you and informed you that the data buckets were being updated.Since the corrected data did not reflect accurately following that attempt, the case had to be escalated again, and we committed to calling you back once a resolution was reached.

Finally, the successful call occurred on November 21, 2025.We informed you that the lost carryover data had been updated, resulting in a balance of 79 GB of *************** and ***** GB of ******************** You confirmed that you were already aware of the update and had verified the new balance via SMS.

If you still require further 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 **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 12/05/2025

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:11/10/2025
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 dealing with this company and this same issue for over 3 weeks. I have a device that was once used for their service. I now have a new *** card that I want to use in this device. I call their customer service number ************** to be met with representatives that ask the same questions. They ask me for my email and IMEI # *************** . They claim they have sent a code to unlock the device. They have not sent a code even after verifying my email. Today when I called, the woman kept asking me to start service with them and after explaining multiple times that I already have an activated *** and that I just need the device unlocked. She kept saying the device was unlocked even though its not. The *** I have is active and works in different devices except this one. The error coming up on this device while the *** is in it says *** 1(temporarily unavailable) and when I looked it up online, it says that the device needs to be unlocked from previous ******* which is tracfone. The representative became very unpleasant and unprofessional while speaking over me. Ive asked multiple times to be transferred to someone else and she would not do it. I dont know if theyre lying to me and choosing not to unlock the device or what the situation is. I have never had an issue like this before. Not to mention , the device is a government phone. And when I told her that, she asked what is the name of the government. This literally cant be serious. I had no choice but to hang up. I am hoping to get help with this issue.
Business Response
Date: 11/20/2025
Dear ***** AndersonDean:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 11, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you are requesting to have your phone unlocked so it can be used with a new SIM card from a different provider. You mentioned that you attempted to contact customer support for assistance, but your concern remains unresolved.

Upon review, we found that your phone, with IMEI number ending in 9519, was previously registered as a SafeLink device. Our records indicate that the unlock status of your phone is already set to unlocked.

We attempted to contact you via phone at ************** and emails were sent to *********************************** on November 11, 12, 14, 18 and 19, 2025 but we were unable to reach you and you have not responded to our emails.

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 1331906759.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 11/20/2025

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,

***** Andersondean
Initial Complaint
Date:11/09/2025
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 transferred my ************ prepaid 7676 minutes ( expiration date 11/24/25) out of my old tracfone and into lala land instead of into my new tracfone. and need to put my prepaid minutes back into my old phone. if they cant transfer them to my new tracfone. On 10/24/25, **** (online chat) helped transferred my active service out of old flip phone, but couldnt complete the transfer to my new tracfone. She insisted that my new tracfone was not tracfone, and I need to return it to store ( attached you can see that both of my phones are tracfone ). On 10/27/25. ****, supervisor tried helping me move my prepaid minutes back to my old tracfone as she couldnt move them to my new tracfone, and asked for sim number of old phone. I asked her to call me back next day, as we didnt know how to look up sim # on old flip phone, and I had to find the box where it had the sim number. Unfortunately, **** didnt call me back. On 10/29/25 *** could not authenticate my old phone as its an old basic phone where nothing ( eg pin , etc) was set up, and it had no service because my active prepaid minutes was transferred out by ****. *** will not get me a supervisor when I asked for one. Ive spent many hours with tracfone, and got nowhere.Please complete transfer to my new tracfone or return my prepaid service ( 7676 minutes, 490 text, and 1.49gb data) to my old tracfone
Business Response
Date: 11/18/2025
Dear ****** ****:

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

Your complaint states that you you experienced issues transferring the service to the new phone because you were informed it was not a Tracfone and were advised to return it to the store. As a result, your minutes were not successfully transferred back to the old device, and you were unable to authenticate it because it does not have service.

In our review, you tried to transfer the phone number ending in 8525 on 10/24/2025 to a new phone, which IMEI (Serial Number) ends in 3794. However, it was unsuccessful and the service remained non-functional while attempting to complete the upgrade process, due to an unexpected system error, which have caused you to lose the balance and the remaining service days. We apologize for any inconvenience this situation may have caused.

Our records indicate that the phone number ending in 8525 was successfully assigned to the account on 11/15/2025. Customer support then added ***** minutes, ***** MB of data, and 365 service days, as documented in reference ticket number 133-215-0236. You reported an inaccuracy concerning the balance and service end date of the previous account, which had an incorrect SIM card registered to the device.

To safeguard the integrity of its customers data, ********************** implements its customer account authentication policy in accordance with strict security guidelines. Authentication is required for any account updates.

We communicated with you via phone at ************** from on November 12, until November 16, 2025, to discuss the status of the service and account authentication. You then confirmed that the service was functioning on the new device and the balance was properly restored on the account.

If you should require further assistance, you can contact *****************************. Hours of operation are Mondays to Sundays from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or ticket number 1331972376.

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: 11/18/2025

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:11/07/2025
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 am a total wireless customer and made an order in September 2025 for an Iphone 12 with the 12 month loyalty credit for $200 off. For some reason that order did not ship. So i reached out to BBB and Oct 31st 2025 a Total Wireless *** was able to help me reach a resolution by offering a new $200 promo code to remake my order which I did the same day.That order # is 9963-R9LLAES021 which I made the same day I received the promo code. 5 Business days later and the item has not shipped and I am concerned that I am haviing the same issue that I had before where my item is not going to ship but Total Wireless has already charged my credit card and taken my money.
Business Response
Date: 11/21/2025
Dear ***** ***:

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

Your complaint states that this is your second attempt to order an iPhone 12 using your $200 device upgrade credit, as your previous purchase was never shipped. However, despite being charged for the new order,you have not yet received the device.

Upon review, our records confirm that your order was placed on October 31, 2025, under order number 9963-R9LLAES021. The total cost was $53.22, reflecting a $200 discount applied to your purchase.

Customer satisfaction is our top priority. We are implementing additional measures to strengthen our inventory and fulfillment processes to help prevent similar issues in the future. Unfortunately, due to unexpected inventory constraints, some customers have experienced delays in receiving their devices. Please rest assured that we are actively working to resolve this matter and remain committed to improving your overall experience.

We spoke with you on November 19, 2025, via phone at ************.During the call, we shared the results of our investigation and informed you about the escalation submitted to obtain an update on your recent order. We agreed to keep in touch as soon as new information becomes available.

As of November 20, 2025, we received confirmation that your order has been cancelled. However, we are currently following up with our team to determine if the order can be reprocessed. We are awaiting their response and will update you as soon as we have more information.

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 1331866179.

Based on the above, we will continue working on this case and provide you with an update as soon as new information becomes available. Thank you for choosing Total Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 11/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me.
I am still waiting for my order and this issue is not yet resolved.

Sincerely,

***** ***

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