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 Wireless, Inc.

  470 Lewis Ave Meriden Mall Kiosk K4 Meriden, CT 06451-2103

• 

  TracFone Wireless, Inc.

  1981 Dallavo Dr Commerce Township, MI 48390-1683

• 

  TracFone Wireless, Inc.

  501 Airtech Pkwy Plainfield, IN 46168-7408

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2025

  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 had my text balance zeroed out again for the 4th time in the last 6 months! I spent over 2 hours on Tracfone chat with no help whatsoever! Totally incompetent "customer support"!Ever since the ******* takover and the seriously flawed system migration, my Tracfone balances have been getting zeroed out randomly!I lost over 4000 texts and only had partial restoration 3 time and now my text has been zeroed out again!I asked for escalation and was ignored! the customer support **** can't even see all the transaction information!I have been a customer of ********************** for over 20 years and now as with many others have to consider changing service as I can't rely on this grossly inept customer service!

  Customer Answer

  Date: 07/25/2025

  This matter has been resolved to my satisfaction!

• Initial Complaint

  Date:07/13/2025

  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 have been a TracFone customer over 20 years without any issues. In June I decided to port my landline phone number to my TracFone. I made multiple calls and had many chats with TracFone to make sure this could be done without effecting my minutes, texts, data and triple minutes for life and was assured I would keep everything I had. The porting process was frustrating but after it was done I had ****** minutes, ****** texts and ***** gigs of data. I used the phone for 1 month, when on 7/5/25 I checked my balances they were all fine. I checked my balances on 7/6/25, one day later, and had zero balances on ALL! I immediately contacted TracFone to chat about this and "spoke" with 3 different agents who all told me my issue would be resolved within ***** hours. That was ok but I had no way to use my phone with no minutes or texts so Raymark was kind enough to add 9999 minutes, 9999 texts and 10 gigs of data. Then he told me to wait to see the rest of my balances updated to the correct amount. I've waited till 7/13 to see my issue resolved with multiple calls and chats over the week I have wasted over 3 hours calling TracFone and over 6 hours chatting with agents who ALL told me they saw the issue, said it would be resolved and would be escalated to the correct department. Now I am being told nothing can be done as they have added all the minutes and texts that they are going to. I want TracFone to do the right thing and return the minutes *****, texts ***** and data .57 gigs, that amount to $60.00, that were taken from me.

  Business Response

  Date: 07/31/2025

  Dear ***** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July *******, regarding BBB case number ******** complaints.
  
  Your complaint states that your account balance consisting of ****** minutes, ****** SMS units, and ***** GB of data was removed. One ************* agent was able to restore ***** minutes, ***** text messages, and 10 GB of data to your account. As a result, you are requesting that the remaining balance of ***** minutes, ***** text messages, and 0.57 GB of data be reinstated.
  
  We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help. 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. Records show that during the port-in process, your accumulated balance was lost. An initial replacement was added on June 5, 2025, under reference number **********. A subsequent adjustment to your balance was processed on July 15, 2025, under reference number 1324552419.
  
  We attempted to contact you by phone on July 15 and July *******, at **************, but were unable to reach you. However, we received a response to the email sent to ********************** on July 18, confirming that your concern had 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 1324533105. 
  
  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: 08/01/2025

   
  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:07/07/2025

  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.

  In March 2025 I had to keep my service on Tracfone so I purchased a data card and entered the 90 day service. Everything was fine until May when I again got a message saying my service was running out and to purchase a data card. I did it again May 19 and then got wise and took a screenshot of my current account balance I had ***** minutes, ***** SMS and Data of 180MB with a service end date of October 28, 2025. On Saturday July 5, 2025 I tried to make a call and was told that I had NO service. After numerous calls and chat with representatives they could see that I had minutes as claimed but they couldnt give them back because I now only had 149 minutes in my account. I have had my service for over seven years and accumulated this ***** minutes and data and because Tracfone did a system update in March I have now LOST everything! This is ridiculous from this company as I only use my Tracfone for EMERGENCY and when I needed it for a EMERGENCY I had no service

  Customer Answer

  Date: 07/07/2025

  This complaint is not about advertising but rather about customer service and lost data and cell phone minutes. They have all disappeared and no one at Tracfone has a clue what happened. They can see that I had the minutes but dont know how to fix it. All I want is my data, minutes and text back because I paid for it 

  Customer Answer

  Date: 07/09/2025

  I received this email today and I tried calling the ***** number and no response because they had a log jam of calls. I also reached out via chat and ended up with two representatives who had no clue what to do about this issue. Its getting very frustrating for a long time customer.  Email claims that they tried calling me but couldnt connect. 
  my landline number is **************

  my wife cell number is ************** and she has my okay to accept calls on my behalf.

  Business Response

  Date: 07/29/2025

  Dear ***** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 7, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that your account balance was unexpectedly reduced, which prevented you from using the service. As a result,only 149 minutes remain out of your original 2,999-minute allocation.
  
  Upon review, we found that your TracFone account is active but without your expected balance available and last refill was made on the account was on 5/19/2025 using a $19.99 airtime plan.
  
  We spoke with you on July 16 and 17, 2025, via phone at ************** to discuss the current status of your account and share the findings of our investigation. It was determined that the issue resulted from an isolated system glitch, which we are actively working to resolve. To assist in addressing the matter, we coordinated with our investigation department to verify the missing balance on your account. Upon confirmation, approval was granted to reinstate the balance under reference number **********. The necessary updates have been made to your account, and you were informed accordingly.
  
  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 1324640140. 
  
  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: 07/30/2025

   
  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:07/03/2025

  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.

  Once again Tracfone has taken away my resource balance! At the end of March, Tracfone disappeared 9 GB of ************** (BBB complaint #********) On May 15 Tracfone disappeared all of my 'Talk Minutes' and 'Texts'. (BBB complaint #********)Yesterday (7/2/2025) Tracfone again disappeared all of my 'Texts'.On Thursday, June 26, I purchased 1000 refill texts. On Friday, June 27, my account showed 974 texts remaining. Yesterday my account showed 0 texts remaining! I sent or received less than 100 texts between Friday and yesterday.I believe that this repeated pattern of stealing my phone resources is an attempt to get me to drop my Tracfone service. I am not a profitable customer. I only buy a full year plan once a year, and rarely use all of the resources included with the plan. The current 'Service End Date' of my plan is 09/13/2026. I would like Tracfone to restore the resources (texts) they stole, and stop 'disappearing' my ************** GB, Talk Minutes and Texts.

  Business Response

  Date: 07/24/2025

  Dear **** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 3, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that your text message balance was deleted, and you are requesting assistance in resolving the issue, as it has been a recurring problem with your device.
  
  We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.  TracFone Wireless is committed to an outstanding customer experience and prides itself on providing reliable service that is accessible to all. 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.
  
  We spoke with you on July 5, 2025, via phone at ************. During the call, you requested that your text message balance be reinstated, stating that it should total over ***** units. As further investigation was necessary, we mutually agreed to schedule a callback.
  
  A follow-up call was made on July 7, 2025, during which you were informed that the necessary updates had been applied to your account. It was determined that the issue was caused by a system glitch. You also confirmed that the issue had been resolved. Please be assured that this matter is now fully addressed.
  
  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 1323958782. 
  
  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: 07/25/2025

   
  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.

  Tracfone has restored everything that they took from me. I believe that Tracfone did the right thing only because of my (3) BBB complaints. I doubt that other customers who experienced the same issues, were ever compensated. After the three occasions when my resource balances were zeroed or disappeared, I have ZERO confidence in Tracfone. I will never trust them again.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/22/25 called TracFone Cust Ser ************ RE: my phone number ************, battery won't charge. *** said to mail it back and a new phone would be sent out upon receipt of the defective phone. On 05/28 called for shipping label; 06/02 asked for shipping label (given NEW Ref# ***....7013); 06/09 did not receive the return shipping label. Spoke to a supervisor & finally rec'd a return mailing label via *** on 6-12-25 and sent defective phone back that day, *** Trk#1Z6980XX9072671806. On 06/18 no phone delivered. On 06/24 "*******" promised a phone would be delivered by 06/26 via ***. No phone as of today, 06/27. They have my old phone and are not providing a replacement. Asked to speak to a supervisor on three or four calls and was told none was available. I have a SIM card for that phone that has a sizable amount of prepaid dollars on it. They owe me a phone as promised. Never experienced such a sham in all my years. They are employing uninformed, in inept, deceptive persons. The phone is listed in the name of my wife, ****** (Jan) ********* at ************. Your help in resolving this matter is appreciated.

  Business Response

  Date: 07/16/2025

  Dear *** *********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB Case number ******** complaints.
  
  Your complaint states that you returned a defective phone and were promised a replacement device; however, you have not yet received the replacement.
  
  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 a courtesy out-of-warranty phone replacement (Ticket #**********) was created on May 22, 2025, to replace your defective phone, which could no longer hold a charge. The defective device was received on June 17, 2025, and according to *** tracking number 1Z7X28F00256402734, the replacement phone was scheduled for delivery to your address on July 7, 2025.
  
  We spoke with you on July 6, 2025, via phone at ************, during which we informed you of the expected delivery date. A follow-up call was made on July 9, and you confirmed receipt of the replacement device. At that time, we assisted you in transferring your number and service to the new phone under reference number 132-417-6998. The device was tested,and the service was confirmed to be working properly.
  
  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 1323656207. 
  
  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: 07/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *********

  Customer Answer

  Date: 07/17/2025

  Once the company received the BBB notice of complaint, they acted immediately on helping to resolve it.  It appears to me that Tracfone needs to better train those first contact people on proper procedures.  Everyone was "sorry, etc" while holding the carrot out on a string.  They were going to resolve it once and forever.  It took six weeks to resolve this when it should have been no more than two.  I blame management for their casual acceptance of this method of operation. 

  Once again I am grateful to BBB for their involvement in my dilemma, and to the last person I dealt with from Tracfone who finally resolved it.

   

   

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since Tracfone is not allowing me to order a replacement phone from them. They are telling me I must purchase a "plan" first which I do not need. I have service for nine for years. I am not throwing that away. So I am asking Tracfone to compensate me for the misery they put me through. I am 74 years old. I have no phone to use. If a emergency comes up and I can't get help. I am solely putting that responsibility on Tracfone!

  Business Response

  Date: 07/15/2025

  Dear ********* *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 27, 2025, regarding BBB case # ******** complaints.
  
  Your complaint states that TracFone would not allow you to order a phone without having to purchase a service plan.With this, you are asking for a compensation.
  
  We understand your desire to order a new device through ********************** website; however please note that some of the TracFone Wireless devices available for purchase through our website will require being bundled with a service plan. Nonetheless, some phones can also be purchased without needing to purchase a service plan. We need to confirm the model of the cellphone you were trying to purchase in order to verify if it was part of a limited-time promotion/offer.
  
  We spoke with you via phone number ************ on 07/03/2025; we informed you with our findings and you explained that you already bought a new device and a service plan. In addition, you mentioned that you could not update the Personal Details on the account; we created the ticket per reference No. **********. It was required that our specialist department contacted you directly to be able to address your concern. We attempted to contact you via phone number ************ and email was sent to ***************************** on 07/07/2025 and 07/08/2025. We were unable to reach you via call; however, we received your email response on 7/9/2025,indicating that you were able to login to your account.
  
  If you should 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 1323653163. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23527562
  
  I am rejecting this response because:
  

  I did not ask for compensation of any kind. Read the complaint.  It was solely about Tracfone not allowing me to replace my phone with a purchase on their website.  I have purchased a phone since from another source.  Walmart.   I appreciate the help you gave me.  And all the phone calls.  But you Tracfone got it all wrong!  Over and out.  I don't need to hear from you again.

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

  Business Response

  Date: 07/24/2025

  Dear ********* *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/16/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you did not ask for a compensation, and that the complaint was about not being able to purchase a phone without a service plan in the website. In addition, you mentioned that you already purchased a phone,and does not need to be contacted again.
  
  In regards to your inability to order the device online without including a service plan, as per our previous response, there are phones sold online which is bundled with a service plan. Therefore, you could not proceed an order without selecting a service plan.
  
  We did not make further attempts to contact you per your request. We apologize for the misunderstanding, and any inconvenience this may have caused.
  
  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 **********.
  
  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: 07/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:06/26/2025

  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.

  On June 13, 2025, I ordered a reconditioned Iphone and a plan from Tracfone for $106.72. They did not tell me that the phone was on backorder. I contacted them last week via chat and I was told that I could not get a refund until the phone shipped. However, they still do not have the phone. I would like a full refund, since they do not have the phone in stock.

  Business Response

  Date: 07/15/2025

  Dear ****** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you ordered a phone, which turned out to be on backorder. As a result, you requested a refund.
  
  Upon review, we found that your order was placed on June *******, with a payment of $106.72 under order number 6018-T62O8CE1EE. However,the order could not be fulfilled and was subsequently cancelled.
  
  We spoke with you on June 28, 2025, via phone at ************ regarding your refund request. You mentioned that you were informed the refund would be processed within 30 days after the order cancellation.
  
  However, upon checking, our refund attempts have not been successful. Each attempt returned an error code 203, which indicates that the credit card on file is either invalid or has been cancelled. With this, we kindly ask you to confirm the status of your credit card or consider filing a dispute with your card issuer.
  
  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 1323441429. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Business Response

  Date: 07/15/2025

  Dear ****** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you ordered a phone, which turned out to be on backorder. As a result, you requested a refund.
  
  As of today, July 15, 2025, we received confirmation that our refund department successfully contacted you and processed the refund after you unblocked your card. Refund Confirmation ID: **************** amounting to $106.72. With this, we will consider the case closed.
  
  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 **********.
  
  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: 07/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I activated my ********************* in March 2025 on my ************* 2020 using a 1-year plan, which I fully paid for at the time. My phone and service were working fine until June 2025, when it suddenly stopped making calls or sending texts. I contacted Straight Talk customer support and was told my phone was originally from Metro, and because Straight Talk now uses *******, I needed to buy a new *** card to continue using their network. I went to ******* and bought a Straight ************ BYOP *** card kit, then contacted support again to activate it. Ive contacted customer service multiple times, receiving conflicting answers one agent said activation would take 30 minutes, another said 24 hours. Its now been over a week, and I still have no working phone service, even though I paid for a full year. The agent had me test the *** in another phone to see if it worked, and it did but now they refuse to reactivate it on my *************, saying its "locked" to the other phone I tested it in. I was not warned that testing the *** would lock it to that device. Ive followed every instruction they gave me, and Im now left with working service but on the wrong device and no resolution. I want my number released and my paid service refunded. I paid $329 for the year plan. I wouldn't mind getting the remaining months refunded but I would prefer the whole refund if possible.

  Business Response

  Date: 07/14/2025

  Dear ********* *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/26/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you activated your phone with a 1-year plan on Straight Talk in March 2025; however, it stopped working in June 2025, and was never fixed despite purchasing a new *** as advised. You inserted the *** to another phone and it worked; however, the *** is now associated to the other phone. With this, you are requesting refund for the service plan you paid.
  
  Please be advised that TracFone Wireless Terms and Conditions indicate that Airtime plans, used or unused, has no cash value, and is non-refundable.
  
  We reviewed your account and our records show that you activated your phone thru the Bring Your Own Phone (BYOP) program on 3/16/2025 with the Straight Talk $360 1-year unlimited plan. However, your account was deactivated on 6/30/2025,after you ported your phone number ending in 3573 out to another service provider, per reference number **********. Please note that Terms and Conditions indicate that any service which remained unused at the time of termination, cannot be refunded or transferred to another person.
  
  We spoke with you on 07/06/2025 via phone number ************, and discussed the status of your account and service concerns. We informed you that the account is not eligible for refund as per Terms and Conditions of service.
  
  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 **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:06/25/2025

  Type:Delivery 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.

  Ordered a phone from straight talk wireless approximately 2 weeks ago. Was told via chat that remote fulfillment would take 3 business days. That was over a week ago. My order is still stuck in "Pending Remote Fulfillment". I was put on hold for over 2 hours - never got to speak to a person. Each chat customer service person has said they can not provide a timeline for how long my order will be stuck in the warehouse pending fulfillment and that I cannot cancel my order.

  Customer Answer

  Date: 06/27/2025

  Straight talk called me or had a robot call me and I missed the call. I tried calling and opted for a call back and was told my wait time would be greater than 30 minutes to speak to a customer service representative - an actual person. Over an hour later a Straight talk support number called me back but it was a robot and I have been on hold for over 30 minutes. No person. Just on hold indefinitely. Straight talk is a scam.

  Business Response

  Date: 07/15/2025

  Dear ***** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that your order remains in 'Pending Remote Fulfillment' status, with no timeline provided for fulfillment, and that you are unable to cancel it.
  
  Upon review, we found that your order was placed on 06/15/2025, with a payment of $1219.92 under order number 0025-5TL430K13I.However, the order could not be fulfilled and was subsequently cancelled.
  
  A refund was issued on 06/17/2025 with transaction reference number 42835991IBQF5G0W. Refunds typically post within 35 business days. You may contact your bank to verify the credit.
  
  We attempted to contact you on June 27, and July 1, 2, 3,and 5, 2025, via phone numbers ************ and ************, as well as by email at *********************** However, we were unable to reach you *********** a result, we sent an email with the outcome of our investigation. To date,we have not received a recent response.
  
  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 1323468898. 
  
  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 
  

  Business Response

  Date: 07/15/2025

  Dear ***** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that your order remains in 'Pending Remote Fulfillment' status, with no timeline provided for fulfillment, and that you are unable to cancel it.
  
  Upon review, we found that your order was placed on 06/15/2025, with a payment of $1219.92 under order number 0025-5TL430K13I.However, the order could not be fulfilled and was subsequently cancelled.
  
  A refund was issued on 06/17/2025 with transaction reference number 42835991IBQF5G0W. Refunds typically post within 35 business days. You may contact your bank to verify the credit.
  
  We spoke with you on July 3, 2025, via phone number ************, during which you requested that all further communication be sent to *********************** Accordingly, we shared the outcome of our investigation via email. We have not received a response since then.
  
  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 1323468898. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled my service with company approximately 5 days after making monthly payment and company refuses to return unused portion of payment.

  Business Response

  Date: 06/19/2025

  June 19, 2025
  
  
  
  Dear BBB,
  
  
  
  Thank you for contacting *************** of Executive Relations regarding ******** ******** complaint.  In her/his complaint, received on 06/18/2025, the customer expressed concerns regarding a closed account.
  
  
  
  Upon further review, weve determined the customers concern should be addressed by our ******* Wireless team.  Per BBB guidelines, please forward ******** ******** complaint to the appropriate ******* Team.
  
  
  
  Email:      ***********************************************************************************
  
  Address:  P. O. Box 10
  
                 ******, *******; 07101-0010
  
  
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  
  Sincerely,
  
  
  ******* Executive Relations Team

  Business Response

  Date: 06/24/2025

  
  
  P.O. Box 10
  ****************-0010
  
  
  June 24, 2025
  
  Better Business Bureau of **********
  **************************************** Rd. Building A, Suite 202
  **************************
  
  RE:  Complainant: ******** ******
         Complaint Number: 23484474
  
  Dear Ms. ************************** you for contacting *************** of Executive Relations regarding ******** ******** compliant.  In her complaint, received on June 23, 2025, Ms. ****** expressed a billing concern with her Total Wireless account. 
  
  Upon further review, weve determined the customers concern should be addressed by our Tracfone team.  Per BBB guidelines, please forward ******** ******** complaint to the appropriate ******* Team.
  
  Email: ****************************************************************
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  Sincerely,
  
  ****
  Executive Relations Analyst
  
  

  Business Response

  Date: 07/14/2025

  Dear ******** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 25, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you canceled your service five days after making a monthly payment and requested a refund for the unused days,but the request was declined.
  
  Upon review, your Total Wireless account became inactive following a successful port-out on June 17, 2025, under reference number **********. Records show that you refilled your account on June 12, 2025, and the usage report confirms that the service was actively used prior to the port-out.Therefore, a refund is not possible.
  
  We also spoke with you on June 29, 2025, via phone number ************, where we explained that your refund request had to be *********** stated in our Terms and Conditions, porting out your number immediately deactivates your Total Wireless service, and any unused service days are forfeited.
  
  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 1323565065. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department