Complaints

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

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  TracFone doing Business as Page Plus Cellular

  1615 Timberwolf Dr. Holland, OH 43528

• 

  TracFone Wireless, Inc.

  Scottsdale, AZ 85258

• 

  Tracfone

  PO Box 220009 Portland, OR 97269-0009

• 

  TracFone Wireless, Inc.

  1251 Perry Road Plainfield, IN 46168

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:09/04/2025

  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 husband and I were with a phone company that was costing more. We saw a great deal advertised by straight talk and decided to switch. After about 1 week of service, my phone suddenly shut off one evening! While my husband was checking on it, his phone was shut off too! After 4ish hrs on the phone over 2 days, him taking off work, trying to juggle the baby while having to drive in to WiFi with a borrowed phone, etc, etc, they decided he had to have a new e-sim, which did fix his issue. Then they went to see what my issue was. They said that my phone had sent too many of the same texts, so they marked it as spam and it is completely blocked from ever being able to be used on straight talk again.the texts I sent? Was my babys 5 month photo, and I sent less this month than on previous months with our other phone plan.oh, and they also locked my phone number into their system, so that I cannot activate it on another plan! So basically straight talk is punishing me for sending out photos of my baby by making me lose money, and I have to get a new phone # when I have had the same one for over 12 years! Ive never heard of this happening with phone companies before in my life!!This is aside from the fact that they shut our service off then refused to help us because we couldnt get the verification text messages they sent.thats why it was over the course of 2 days, and so many hrs on the phone and spent sitting in Wendys parking lot for WiFi

  Business Response

  Date: 09/16/2025

  Dear **** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 4, 2025, regarding BBB Case number ******** complaints.
  
  Your complaint states that your service was disconnected both you and your husband. Your husbands phone was reactivated after a few days but yours was completely deactivated due to spamming.
  
  Upon review, we found that your phone with serial (IMEI) number ending in 7547 was deactivated on September 3, 2025, due to a violation on our terms and conditions.
  
  According to the Straight Talk Wireless Terms and Conditions, the company reserves the right to limit, suspend, or terminate your service or agreement without prior notice if you, anyone using your device, or anyone accessing your account engages in activities such as spamming or other forms of abusive messaging or calling. These actions are considered violations of the acceptable use policy and may result in immediate service disruption at the discretion of the provider.
  
  We spoke with you on September 8, 2025, via phone at ************ and we tried to assist you with your concern; however, you failed to authenticate your account.
  
  Straight Talk Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  To proceed with your request, we agreed to submit a bypass for account authentication under reference number **********. Additionally, an escalation was filed to temporarily remove the restriction on your account to allow the porting out of your number. Both requests were approved on the same day.
  
  A follow-up call was made on September 9, during which we informed you of the outcome of the escalation. At that time, you were uncertain about continuing with the port-out request, as you had already activated a new number. You advised us that you would reach out via email or phone once you had made a final decision.
  
  On September 13, we received your email stating that you have decided to keep your current number, as switching back to your old number may cause further complications. No further assistance was requested at this time.
  
  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 1327860869. 
  
  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: 09/17/2025

   
  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 in regards to what I specifically asked for. They did admit that they deactivated my line for too many texts when the plan I was on clearly stated unlimited texting, so as far as them saying I violated termsI was on a prepaid plan without a contract and no given terms, and they violated their advertisement of that plan! ( I attempted to attach a photo of the plan card, but it wont allow me to.) But I switched phone companies, rather than address that, as Im not sure what type of resolve I could ask for. With them taking as many days, it was too late to go ahead and correct my number, but they did go ahead and try to work towards that for me. Thanks to BBB for helping!

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/29/2025

  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.

  Earlier this year my Tracfone *********** (4G) suddenly lost service, and all of the minutes/text msgs/data went to 0. At the time I had over 6000 minutes (that's, what, 100 hours?), 21K SMS, and over 12 GB data. ****. Suddenly vanished. I called Tracfone, explained what happened, and the agent was a *unicorn* - she confirmed Tracfone was having a problem, they were working on it, and she went to another screen (maybe billing?) and confirmed that though my phone showed 0 minutes, 0 texts, 0 GB of data left, Tracfone had the actual correct data, which she then read out loud to me. (So when they tell you they don't know your real amounts, they are lying.)A couple of weeks later, the phone when out again. This time, I called several times, and all the agents said I had used up my minutes/txts/data and that was that. Recently, I tried one more time. The guy had some fun with me. He said, "Our systems just went down. I'm sorry about your issue, but I cannot check on it now. But I will call back Sunday after 3PM and help you with this." Of course he didn't call back. I will send you a screenshot of my data on April 1, 2025, after the original issue was resolved, and then another one 2 weeks later. The faulty Tracfone has phone number ************.I want all of my minutes, texts, and data restored. I paid for it. If they cannot support 4G phones - if that is the issue - then they can ADD the minutes, texts, and data from my 4G hone to my 5G Tracfone. Yes, I have two Tracfones. Never had a problem in 20 years of Tracfone service, until this year. I'm wondering if they're trying to get rid of 4G users.

  Customer Answer

  Date: 08/29/2025

  I am adding the problem phones phone number and IMEI number

  Customer Answer

  Date: 08/29/2025

  As of 2pm Central Daylight Time, my minutes, text, and data have been restored. I CONSIDER THE SITUATION RESOLVED.  (As long as it doesn't happen again.)

  NOTE: It's interesting that 3 different customer-facing agents told me that I must have used up all of my minutes, texts, and data (magically all in the same short period of 2 weeks), and that's why the amounts were all zeroed out.  

  But when I filed a complaint with the BBB, and you contacted Tracfone about the situation, they quickly located the missing amounts.  (Actually, they padded with a little extra, presumably to assuage the pain/suffering/inconvenience I experienced.)  Funny how that worked.

  Thank you so much for helping me to resolve this situation. 

  Sincerely,

  **** *****

  
  

• Initial Complaint

  Date:08/28/2025

  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.

  Ordered a phone in June and cancelled the order as it didn't come on time. It came in July. Credit card was charged. I spent a week trying to get the address to return it. Sent back July 14 and tracked it saw it got there. Spent hours on the phone trying to get a refund. Finally was told to dispute the charge, Credit card was cancelled and waited a week and a half for new one. Still no refund. As of today Aug 28 still no refund. Secu has contacted them and I've had several talks. I need some help to get this money back.

  Business Response

  Date: 09/10/2025

  Dear ***** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 28, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you returned the order you placed in June 2025 back to the warehouse for a refund, since it was not delivered on time. It appeared to have been returned on 7/14/2025; however, you have not received the refund yet. You were also advised to dispute the charge; however, you still have not received a refund.
  
  TracFone Wireless Terms and Conditions indicate that if you purchased your phone from Tracfones official website, you have thirty (30) days from the date your phone was delivered to you to return it to us for either an exchange or a refund. To process a return, you must follow the return instructions that came with your Phone and pay for the shipping cost to send it back to us.
  
  To be eligible for a return you must meet the following requirements:
  
  The phone you are returning must have been purchased from Tracfones official website and the **** numbers must be verified.
  
  You must return the phone in like new, working condition, returned in the original manufacturers packaging with all included accessories, including, device, battery, charger, and manual. The phone must not have any liquid or physical damage.
  
  You must pay for the cost to ship the phone back to us and include a copy of your receipt.We have contacted you on 05/23/2025 via phone number ************. We discussed about the status of your account
  
  If anything is missing or device is not in like-new condition, your shipment may not be accepted. If a device has physical or liquid damage it cannot be returned and a credit will not be issued. Tracfone will return ineligible devices to you at the same address shown on the shipping label. No restocking, handling, or shipping fees will be charged to you for this device return.
  
  A review of your account confirms that you placed an order, number 0282-8N2A288F8T, on July 1, 2025, for a total of $206.02. The order was successfully delivered to *************, **, on July 7, 2025, as verified by *** tracking number 1ZY902R60240319349. On July 16, 2025, you initiated a return. The package was received at our facility in **********, **, on July 18, 2025, with *** tracking number 1Z99V1810334512075. Upon inspection, it was determined that the return was incomplete, leading to the issuance of a partial refund of $64.19 on July 18, 2025.
  
  Our records further indicate that on August 29, 2025, you filed a chargeback with your financial institution for the remaining balance of $141.83. You may contact your financial institution for verification of these chargeback credits.
  
  We attempted to reach you multiple times via phone at ************ and emails were sent to ************************* on 08/28/2025, 08/30/2025, 09/01/2025, 09/04/2025 and 09/05/2025; however, we were unable to speak with you and you have not responded to our emails.
  
  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 1327395335. 
  
  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: 09/11/2025

   
  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:08/28/2025

  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.

  We have been with TracFone for 16 years. We paid 100 .00 April 2025 for a year of service, the phone locked up beginning of July they had us factory reset, which didn't help. Said send in old phone then would get a label to send back broken phone, neither happened. I call again, they send label which can't be printed, call again now wait for a label in the mail send back the old phone they got it July 31st( 2 wks later) were supposed to send a replacement phone within 24 hours . Never received a phone call beginning of August and they said they got it expect a phone 3 to 5 days never received. Call back again supposed to be here the 8th of August, never received. Talked to **** Aug 18 said it would be here 3 to 5 days he put in an expedite ticket to the warehouse still no phone talked to someone last week said he didn't complete the process and it would be her 3 to 5 days....still not here. Call today and told they still haven't sent out a phone and that he can't even say that they are , will not refund my money or let me talk to anyone higher up. We just wanted a phone to be able to use the service we paid for if they are not willing to do that after 2 months of back and forth we would like a refund so we can go elsewhere.

  Business Response

  Date: 09/10/2025

  Dear ***** ********
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 28, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint indicates that you have been a TracFone customer for 16 years and paid $100 in April 2025 for a year of service. After your phone became unusable in July,several attempts to resolve the issueincluding resets, shipping delays, and multiple follow-upsdid not result in a replacement device. Despite repeated assurances, you have yet to receive the phone and are now requesting a refund due to the ongoing inconvenience.
  
  In our review, you activated your service with TracFone Wireless on 2/26/2022 with device serial number ending in 7682. On 6/26/2025,you reported the device defective and out of warranty exchange, ticket was created to send you a replacement phone, with reference ticket number **********. The warehouse confirmed receipt of the defective phone on July *******, but due to the unavailability of the *********** model, the replacement was delayed. We sincerely apologize for any inconvenience this may have caused.
  
  During our conversation on August 29, 2025, via phone number **************, you agreed to receive a comparable device, and the ticket was updated to reflect the Moto G 5G model.
  
  The replacement device, with a serial number ending in 6417, was delivered on September 4, 2025, via *** tracking number 1Z7X28F00257320286. It was activated the same day through a phone upgrade under ticket number **********, and you confirmed that all services were functioning 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 1327397430.
  
  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: 09/10/2025

   
  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:08/27/2025

  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.

  Hello,After change of some system at their end, Tracfone zeroes Remaining Text Balance Every Month for my plan. After talking to various agents for hours and raising Service Requests, they reinstate it. My remaining text message balance at the beginning of this month was ******. Today when I checked the balance, it's again back to zero. This time they are not ready to reinstate it saying that I have used all my text messages. I have not used even a single text this month. They are lying and asking me to pay them and buy more Text Messages. Thieves! No way I can use those many text messages. I have screenshots to prove the text balance from 01st Aug. I need help with this please. I want them to reinstate my Text balance and make sure this issue does not occur every month. They want me to buy when I already have balance. That's no let then loot.Thank you so much.PD

  Business Response

  Date: 09/10/2025

  Dear ****** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 28, 2025, regarding BBB case number ******** complaint.
  
  Your complaint states that your text messaging balance of ****** units was removed from your account, and this remains an ongoing concern.
  
  We spoke with you on August 28, 2025, via phone at *************. During the call, you provided your account information associated with the number ending in 3993.
  
  Our records confirm that your TracFone account is active and properly provisioned on the network. As of our latest check, your account shows a text messaging balance of ***** units.
  
  To verify your concern regarding the missing balance, we reviewed your redemption history and usage report. It was determined that a system glitch caused the removal of your text balance. We sincerely apologize for the inconvenience this may have caused. Please be assured that we are taking steps to prevent similar issues from occurring in the future.
  
  To resolve the matter, we performed the necessary updates on your account under reference numbers ********** and 1327381659.
  
  We attempted a follow-up call on August 29, but were unable to reach you. As a result, we sent an email to ******************** regarding the update. We have since received confirmation from you that the issue has been resolved.
  
  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 1327337305. 
  
  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: 09/10/2025

   
  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:08/25/2025

  Type:Delivery 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 received the Tracfon device in 6/22 and after many attempts to get it to work and trying to communicate with tech support I sent my device back on 7/09 and it was delivered to their office on 7/11 due to I could not get it to work and I could not get anyone to help me. I have all photos of the product sent in the original box and tracking number.

  Business Response

  Date: 09/08/2025

  Dear ******* *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 25, 2025, regarding BBB Case number ******** complaint.  
  
  Your complaint states that you are requesting a refund for a defective phone received on June 22, 2025, which you returned on July 9.
  
  Upon review, we found that your order for a mobile hotspot was placed on June 20, 2025, with a total cost of $236.99 under order number 2717-7A19872GAK. The device was delivered on June 23, 2025, via *** (tracking number 1ZY902R60240104473). According to the return tracking number 1Z8188Y10345920747, our facility received the returned device on July 11, 2025.
  
  To resolve the matter, a refund escalation was initiated on August 27, 2025, under reference number **********. We received confirmation that the refund was processed on August 28, 2025, in the amount of $236.99, with refund confirmation ID *****************. Please note that credit postings typically occur within 35 business days, but depending on your financial institution, it may take up to 30 business days. You may contact your bank for verification of the posting.
  
  We spoke with you on August 28, 2025, via phone at **************. During the call, we shared the outcome of our investigation, the refund escalation, and its approval. You confirmed satisfaction with the resolution, and no further assistance was requested.
  
  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 1327220578. 
   
  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: 09/09/2025

   
  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:08/24/2025

  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.

  Tracfone phone number: ************. On 8/22/25, I tried to send a text, but couldn't, then tried to make a call, but couldn't. When I later logged on to my account, I discovered that all the Tracfone minutes, messages and data were ZERO. I had just sent a text message the day before, on 8/21/22, so know that I had service on that day.The last time I checked my balances was about one month ago, on 7/23/25. On that day, I had 6983 minutes, 6845 messages, 7.12 GB data.I seldom use my cell phone, so there is no way that I used up all the minutes, messages and data since 7/23/25.I was on the phone with Tracfone for 82 minutes on 8/22/25, and *********, the person I worked with, could not restore anything for me. She told me to call back on 9/5/25. I was forced to use 1500 of my reward points to be able to use my phone, otherwise my phone would be completely useless. I bought 500 minutes, 500 messages, 500 MB, 30 days.I asked ********* numerous times to check my phone history to find out when and why all the minutes, messages and data disappeared. She spoke to at least 2 specialists to get an answer, but she was never able to get the numbers and dates for me.Looking at my phone history, it looks like since 7/23/25, I used less than 5 minutes on calls, and less than 30 messages. I seldom use mobile data, and the app data usage shows 22 MB from 7/29/25, and 308 KB from 6/29/25-7/28/25. I have mobile data turned off and use wifi. I turn on mobile data only when necessary, which isn't very often.I don't feel it's fair that I have to wait until 9/5/25 to have my minutes, messages and data restored, when it's clearly a problem caused by Tracfone. Everything should have been restored immediately.Tracfone, please restore all the minutes, messages, and data that were incorrectly removed from my phone. Thanks in advance for your help.

  Business Response

  Date: 09/05/2025

  Dear ** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 25, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were unable to use your service and discovered that your account balance had dropped to zero. You contacted customer support for assistance, but they were unable to restore your ********** a result, you were forced to use your ***** reward points to add service to your phone. You are now seeking assistance to resolve this matter.
  
  Upon review, we found that your TracFone account is active and properly provisioned on the network. However, we identified that a system glitch caused your balance to be removed. We sincerely apologize for the inconvenience this may have caused and want to assure you that we are here to help.
  
  To resolve the issue, we processed an adjustment to your account under reference number 1327150922.
  
  We attempted to contact you via phone at ************** on August 25, 26, 27, and 28, 2025, but were unable to reach you. However, you responded to our email sent to ***************** confirming that your issue has been resolved and that no further assistance is 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 Number 1327149652. 
  
  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: 09/08/2025

   
  Better Business Bureau:
  
  Thank you so much for your help in getting this issue resolved so quickly. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  FYI - I called Tracfone after they left me the first phone message and email on 8/25/25. Their response implies that they fixed the issue without my input. That would have been great, but is incorrect. When I called back on 8/25/25, I spent over 30 minutes explaining the problem again and was finally able to get everything restored. After everything was restored, they kept leaving phone messages and sending emails about this issue - it appears whoever helped me did not close the complaint. I had assumed there was just a lag between fixing the issue and closing the complaint. I finally sent them an email telling them the issue was resolved. I still received another phone message the next day, but thankfully the phone messages and emails have stopped.
  
  Sincerely,
  
  KT
  

• Initial Complaint

  Date:08/22/2025

  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.

  Trac phone took away all my service after speaking to an agent to was very rude yesterday, and today, on Aug. 22, 2025, they are claiming I have no service left. It is not possible since the day before, I had plenty of service.

  Customer Answer

  Date: 08/23/2025

  Good morning and yesterday, I tried to fix the issues again, with the "chat help" from my phone. I was on the chat with **** **** for almost ONE HOUR, and **** **** claimed he was checking. This went back and forth, and today, I will take a picture of the chat to show you, but I cannot do that now since Tracphone disconnected my service, even though the representatives that I called in person, ******, said that I would get a call back yesterday because I asked for them to check my usage since I enrolled, on Sept. 23, 2024, and ending Sept. 24, 2025 as I do NOT use the phone often. I had to buy texts yesterday because as a disabled senior, I get texts for my medical rides to the doctor and hospital. If I did not do that, the medical van would not have been able to contact me. This has caused me a great deal of stress and anguish, as the phone and service has not worked properly since the beginning, and I was told I needed a new replacement phone, which would be free, since I also bought my phone from them. When I called to get it replaced, the agent on August 21st, told me I still had time, but after the rudeness displayed by "******," (not sure that was the name), took away everything from my phone leaving me with zero balances. I did not use up all the time, and had to add some data, because the phone was not working properly. The agents all say they are helping, and everyone of them has disconnected me! 

  Customer Answer

  Date: 08/26/2025

  Good morning and I have to say that TracFone handled this very quickly and it was resolved on Monday. The corporate office was very helpful, especially ****, who was patient and had my phone issues completed that very day. Thank you for advising them, and thank them for taking care of this so promptly, and I advised TracFone as well by email. The BBB does a great service to us all!

  Sincerely,

  ***** ****

• Initial Complaint

  Date:08/22/2025

  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.

  6/24/25 reported cell phone not working. i was told phone with number ************, would be replaced by tracfone, 3-5 days after they recieved broken phone.On 7/7/25 spoke to *******, and told broken phone recieved, and transfered to warehouse, ****** said i'd get replacement phone by 7/11/25. On 7/17/25, talked to centea got ticket number ********** got disconnected in transfer to warehouse. called back,disconnected. again. finalyconnected to ***** ,she checked all my information, she said i would get replacement in 3-5 days. ***** told me to use ************ then ****** to get quicker connection. I called and talked to herginwho gave me wrong information. I called back and talked toBranden, he checked all my info and said he would give me expidited service for replacement phone. I called7/31/25 talked to *******, she said they would use a previous ticket number ********** ,after she checked all my informatio.she said i would havereplacement in 5-7days. 8/8/25I checked my online account, and got a tracking number ****************** turned out to be bogus. ON 8/12/25 i spoke with ***** for over 1 hour. she re verified all my information and said she would use ***** for shipping and extent my contract for th lost time tracfone had caused. she assured me i would have my replacement phone by that friday ,between noon an 7 p.m.. Surprize, no phone. ON 8/22/25 i talked to ***** , she told me she coud not verify my information and told me i was not entitled to a replacement phone. i told her after seven times having my information verified that was wrong and i asked to talk to her supervisor, after several minutes, she told me none were availible and she would have to call me back. If they don't wish to honor the replacement commitment i feel they should buy back the 5400 minutes i have bought over the life of my contract and not been able to use.

  Business Response

  Date: 09/04/2025

  Dear ***** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August *******, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you return a defective phone and was promised a replacement device.However, you have yet to receive the replacement.
  
  Upon review, we found that on May 27, 2025, an out-of-warranty phone replacement ticket (**********) was created to replace your defective device. *** return tracking number 1Z6980XX9072794728 confirms that our facility received the defective device on June 26. However, due to the unavailability of your phone model, we were unable to ship the replacement in a timely manner. We sincerely apologize for any inconvenience this may have caused. Rest assured, we are committed to resolving the matter.
  
  To move forward, we updated the ticket and selected an in-stock comparable phone as your replacement.
  
  We attempted to contact you via phone at ************** and email at ************************ on August 25, 26, 27, 28, and 31, 2025.Although we were unable to speak with you directly, we did receive your email inquiry regarding the delay in receiving your replacement device and your inability to activate it immediately.
  
  Our records show that the replacement phone was successfully delivered to your address on August 29, 2025, as confirmed by *** tracking number 1ZY870930200439521. The device was activated on September 2 under reference number **********. We also found that activation was delayed due to a failed account authentication process, which required an escalation to override the procedure under reference number 1327543009.
  
  As of today, the replacement phone is active, and usage reports indicate that the service is being utilized.
  
  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 1327158202. 
  
  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: 09/08/2025

   
  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.

  --------- Forwarded message ---------
  From: ***** ******** <*********************************>
  Date: Mon, Sep 8, 2025 at 9:01 AM
  Subject: tracfone respnse to complait#********
  To: ************************************** <**************************************>
  

  
  
  

  tracfone has combined two separate complaints. the april,2025 complaint was settled with the help of the pa. ***** general's office and was for another broken tracfone with ************.. the complaint #******** was for my tracfone with # ************ which  tracfone finally replaced on 8/29/2025 after a two month delay

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

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

• Initial Complaint

  Date:08/21/2025

  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 86 year-old mother (who has dementia) has Tracfone service because we wanted to get her an inexpensive line to use in case of emergency. It has been a very long time since she used it, but we recently had a power outage and her landline wasn't working. When she tried to use the Tracfone, she received the message 'call failed.' She pays $27 monthly for this service. I attempted to troubleshoot for her online through the Tracfone chat, and I was first asked for the **** number. I provided it. I was then told to provide the *** card number, for which I had to take the phone apart. I complied. I was then asked for her 4 digit passcode. I have no idea what it is, nor does she due to dementia. I explained this to the agent. They told me that they couldn't help me without the code. I said that I have all of her info, including her social, and asked if we could reset the code. I was told no. Essentially, I was told that without the 4 digit code they couldn't troubleshoot the problem with the phone or cancel her phone plan since she now has an inoperable phone (which has been inoperable for who knows how long) that she pays $27 a month for. I asked what alternative I had. The agent suggested that I set up an account for her in the app, link her email, and they could send me a code. I did all of that, and was told that the verification code could take 24 hours to arrive. Then, when a number did I arrive, I wanted to provide it, but was told that they could no longer help me after 11:45 pm, and that I could reach out tomorrow morning. I spent nearly three hours trying to figure this out, and followed every instruction. Essentially, they are now collecting money every month for a device that my mom can't use and that they are unable/unwilling to help me with. How does any company not have a backup plan in case the consumer no longer has access to the 4 digit code?

  Business Response

  Date: 09/03/2025

  Dear ******** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 21, 2025, regarding BBB case number ******** complaint.
  
  Your complaint states that your mothers phone service, for which she pays $27 per month, is not working. Additionally, when you attempted to seek assistance to resolve the issue, you were unable to do so due to an account authentication failure.
  
  TracFone Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information.Any changes to an account must be authenticated.
  
  We spoke with you on August 21, 2025, via phone at **********.During this call, we offered to troubleshoot your mothers phone but you decline as you decided to cancel the service. Additionally, you request a refund on her payments for the past eight (8) months. Given the circumstances,that you are unable to authenticate the account an escalation was submitted to possibly bypass account authentication under reference number **********.
  
  On August 25, 2025, we received a one-time courtesy approval to override account authentication. The account was then de-enrolled from ********.
  
  A follow up call was made on August 27, where you acknowledge the cancellation of the Auto Pay and at the same time, a refund request was submitted under reference number **********. Per records, we are able to process a refund on the charges taken in March, May and July with a total amount of $81.69.
  
  On August 28, a refund was processed under the following merchant reference numbers: BP20250319617975704, BP20250518619555742, and BP20250717621117609. Please note that credits typically reflect within 35 business days. For confirmation, you may contact your financial institution directly.
  
  A final callback was made on August 30, during which we provided an update regarding your refund request. At that time, 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 Number 1326883164. 
  
  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: 09/15/2025

   
  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,
  
  ******** *****