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

3,364 total complaints in the last 3 years.
787 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:11/07/2025
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.
When switching my cell plan to a new phone, approximately ********************************************* with just under 12 GB, the amount I added about a month earlier when I renewed my plan. Just before switching to a new phone I had over 33 GB of data available which is what I expected after switching devices.
Business Response
Date: 11/15/2025
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 7, 2025, regarding BBB Case number ******** complaint.

Your complaint states that around 21 GB of carryover data were removed from your balance after switching your plan to a new device, leaving you with under 12 GB of data that you added a month earlier when you renewed your plan.

Our review of your TracFone Wireless account, associated with the mobile number ending in 7871, indicates that it is active and well provisioned under the $144 Unlimited-365 day plan. A thorough examination of your account confirms that your data balance did not transfer accordingly due to an unanticipated system error during the device upgrade that occurred on October 25, 2025, and we sincerely regret any inconvenience this situation may have caused.

To safeguard customer data, ********************** and its affiliated brands implement strict authentication measures. Authentication is required to discuss account-related information and make modifications. Thus, direct communication with you was deemed necessary to rectify this matter appropriately.

We spoke with you by phone at ************** on November 12, 2025, and you expressed your dissatisfaction with the service that you received during previous communications with our customer support team. We appreciate your feedback to improve our internal procedures, and are committed to prevent similar situations from happening in the future.

In our efforts to ensure a definitive resolution, we issued ***** GB of data, as indicated in reference ticket numbers **********, **********, and 1332025531.

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 e-mail reference number ******* or 1331865648.

Based upon the foregoing, we will close this matter unless we hear from you.


Sincerely,

Executive Resolution Department
Customer Answer
Date: 11/17/2025

Better Business Bureau:

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

Sincerely,

**** ******
Initial Complaint
Date:11/01/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In September my voicemail randomly stopped working. I called support and they told me to get a new sim card. When service switched to my new sim card, my unlimited account plan and all ********************** balances that I had disappeared. I called support October 1st and was told that the balance would be credited back and that they gave me a free month of unlimited to make up for it. I realized that I did not really need unlimited plan any more so I want to switch back to prepaid (paygo) now. I had tracfone prepaid balances before I initially switched to unlimited, (multiple years ago) my minutes ran out so I switched to unlimited. In December I received a balance report that listed paygo balances. I have been on the unlimited plan since before that balance statement (see credit card receipt, because the website does not allow me to pull up account transactions. Price change in June was from switching to a different unlimited plan). Now that I want to switch back it says that I have no paygo balances (since September 30th when it disappeared). While on unlimited plan, all paygo plan balances/service is suspended, so the paygo balances should not have changed since last November. I have called support multiple times but they refuse to acknowledge that their system dropped my balance and refuse to escalate my call in any way or transfer me to a manager. It took me multiple hours on September 30th/October 1st just to get them to credit and enable my service that had been disconnected mid period.I would like balances credited to my account and service restored correctly.
Business Response
Date: 11/12/2025
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 ******** complaint.

Your complaint states that your Unlimited Account Plan and all associated prepaid balances were lost following a SIM card change, which was initiated due to issues with your voicemail feature. You have contacted customer service team multiple times but have not received a resolution. You are requesting that your lost balances be credited back to your account and that your service be properly restored.

Please note that ***** plans will remain in reserve once an unlimited plan has been added, and will automatically take effect again once the unlimited plan expires.

Tracfone is committed to an outstanding customer experience and prides itself on providing reliable service that is accessible to all. We assure you that regular training is conducted to equip our customer care service representatives with the skills necessary to provide a customer experience that meets our customers satisfaction.

We reviewed our system and we found your phone number ending in 4311 currently linked under a Tracfone Wireless account with the **** (serial number) ending in 8385. The phone is active and connecting properly to our network, and usage records indicate the phone service is being working properly, under the Tracfone Unlimited talk and text, 1GB of data, 30 days service plan.

Our records show that an upgrade was performed on 09/29/2025 from the **** number ending in 1545 to the current one ending in 8385, as well as a SIM Card switch from AT&T to ******** per reference ticket No.132-931-5131. We have verified your current balances and reviewed the account usage over the past 60 days. We apologize for the recent issues you may have experienced with your Tracfone service. As of 11/03//2025, we have restored the missing PAY-GO balance by adding 300 minutes to talk, ***** text messages and 1GB of data, as documented under reference ticket number 133-146-1630.

Additionally, we have issued as one time courtesy and for all the inconvenience experienced, compensation for 300 talk minutes, 1000 text and 1 GB of data, per reference ticket No. 133-146-2535. The account currently reflects a balance of Unlimited talk and text, ****** MB of data, as well as 600 minutes to talk, ***** text messages and 4.32 GB of data from the PAY-GO paid service. Usage records indicate that the device is functioning properly.

We were unable to speak with you over the phone number ************ on 11/03/2025 and 11/04/2025; however, records indicate you contacted our customer service team on 11/03/2025, your account was successfully updated with the Tracfone PAY-GO balance, you agreed with the resolution provided and no more assistance was required.

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 reference ticket 133-144-7762.

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: 11/12/2025

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:10/30/2025
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.
Activated a new iPhone 13 and loaded three 30 days service plans (90 days total).Phone is supposed to automatically 'carrier unlock' after 60 days months of service but the phone still reported "Carrier Locked". Called Tracfone unlocking department multiple times in the last 12 days and they keep insisting that the phone is unlocked but refuse to believe that it literally says it is locked on the phone's settings page. have spent hours with customer service people only to be lied to, repeatedly.Please unlock this phone.
Customer Answer
Date: 10/30/2025
i went to the apple store and spoke with their service center.
they reset the phone keeping the esim and it is now reporting as unlocked.
in literally ***** hours spent on the phone with 6 different tracfone agents over the last 12 days not one of them suggested this.

Business Response
Date: 11/13/2025
Dear ******* ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 30, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you activated an iPhone 13 and added three months of service. According to our unlocking policy, the device should be eligible for unlocking after 60 days of active service. However, upon checking the phone settings, the device still appears to be locked.

Upon review, we identified a TracFone account associated with your email address, **************** linked to an iPhone 13 with an IMEI ending in 9016. Our records show that the device was activated in August 2025 and refilled with service valid until November 16, 2025. However, the device was deactivated on October 30, 2025, after you opted to transfer your number and service to another device. Despite this, our system had already initiated the unlocking process of the said device on October 17, 2025, under reference number 1330423737.

We spoke with you on November 10, 2025, via phone at ************.During the call, you confirmed that your concern was resolved. You also stated that you do not wish to be contacted further and ended the call.

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 1331314069.

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: 11/13/2025
After filing my complaint I resolved the issue and posted a follow up stating the same. Just like none of the customer service agents I spoke with could understand my question, whoever at tracfone that read my complaint did not bother to read that it was resolved, no thanks ti the, i even tried to explain this to them when they called. Please close this case. Hopefully tracfone will learn from it and do better in the future instead of wasting customers time or that of **********************.
Customer Answer
Date: 11/14/2025

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.
After filing my complaint I resolved the issue and posted a follow up stating the same. Just like none of the customer service agents I spoke with could understand my question, whoever at tracfone that read my complaint did not bother to read that it was resolved, no thanks ti the, i even tried to explain this to them when they called. Please close this case. Hopefully tracfone will learn from it and do better in the future instead of wasting customers time or that of **********************.

Sincerely,

******* ****
Initial Complaint
Date:10/29/2025
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.
Had problem with my prepaid phone was on line and Tracfone offered a replacement phone, sent shipping label and I returned to their factory at ************************************************ on 9/2/25 by *** tracking # 1Z5980XX9037112860 received by Tracfone factory 9/4/2025. I purchased this phone around 1 year ago unable to find receipt and I add 1 year of minutes etc. for $135.18 on 1/7/25 good through 1/7/26.Trac phone has been in receipt of my phone for almost 2 months, 9 phone calls and the answer has always been...taking care of this you will receive shipment in 3 to 5 days. Now when I call that act like they cannot hear me. It is a game they are playing.I am 84 years old and on two occasions found it necessary to find help due to a breakdown. They owe me for the phone and at least 4 months of minutes paid for. Never dealt with such a poor excuse for a company. Your help is appreciated.Pat
Initial Complaint
Date:10/28/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For 10 years or more I was a customer of trac fone. I used automatic billing. When I cancelled before the next billing cycle, I had already been charged ($130.48) on my credit card for year *********. I was initially told I would get a refund. When this didn't happen, I called trac fone and was told that because I transferred my phone number to another provider, I could not get a refund, even though it had been promised. My credit card provider insists on being paid. Everyone I talked to said "we know it's unfair but it's company policy." No one told me that before I switched providers. I can mail a photocopy of my cc statement on request.
Business Response
Date: 11/06/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 28, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your credit card was debited through the Tracfone Wireless AutoRefill prior the next billing cycle. Despite of contacting customer support to request a full refund for the amount charged,they refused to provide it allegating that your number was ported out.

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 by the account holder.

An in-depth review of your account reveals that the line ending in 2418 was enrolled in Auto Refill for a $125 one-year plan that includes ***** minutes. The account was charged on October 4, 2024, for this plan, which updated the service end date to October 14, 2025. A subsequent charge for another one-year plan occurred on October 4, 2025. We have determined that although the updated service end date reflects a 10-day extension, the Auto Refill feature continues to follow a strict one-year cycle based on the original renewal date.Our records show that your phone number ending in 2418 was then ported out to another provider on October 13, 2025 per port ticket No. 1330206723.

Tracfone Wireless and its affiliate brands, Terms and Conditions, state that Auto-Refill plans allow our customers, to enroll in Auto-Refill, customers need to register their credit or debit cards online with Tracfone Wireless and choose their Service Plan. With Auto-Refill, a new Service Plan will automatically be purchased and added to the customer's account each month on the Service End Date and the customer's credit or debit card on file will automatically be charged for the cost of the Service Plan selected by the customer on a recurring basis. Please note that Auto-Refill is determined by the last Service Plan the customer purchased and added to their phone.

Additionally, please be informed as per Tracfone WirelessTerms and Conditions, if you elect to transfer or port out your telephone number to another provider, you will need to have available the Number Transfer PIN that we provide you, plus certain account information. Once your phone number is transferred, your Tracfone Service will be deactivated immediately and you will lose any unused Service days remaining in your Plan.

As one-time courtesy, we have processed a refund in the amount of $130.47 on October 31, 2025 per reference number 92416233MG7RO6W0. The credit will be posted on the account within 3 - 5 business days after processing and may take up to 30 days?to see it reflected on the account depending on the financial institution.

We communicated with you via email at ************************ on October 31 and November 3, 2025. During these correspondences, we confirmed that your refund was successfully processed and provided the estimated timeframe for the amount to reflect in your bank account. Additionally, we verified that no further charges will be debited, as the Auto Refill feature was cancelled effective October 8, 2025.

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 **********.

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: 11/17/2025
This issue has been resolved - mostly because of the involvement of the Better Business Bureau. THANK YOU SO VERY MUCH!!!

Customer Answer
Date: 11/17/2025

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.
This issue has been resolved - mostly because of the involvement of the Better Business Bureau. THANK YOU SO VERY MUCH!!!

Sincerely,

***** *******
Initial Complaint
Date:10/28/2025
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 got new phones for all the kids on my ******* plan, we cancelled all 3 phones auto pay. One phone pulled again after, called again to cancel, they cancelled it, pulled again and didn't notice for a while, noticed and called back, they cancelled it, again today noticed they pulled it again. They refuse to refund me the money.
Business Response
Date: 11/10/2025
Dear ********* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 28, 2025, regarding BBB Case number ******** complaint.

Your complaint alleges that ******* mistakenly charged your bank account for a previous service plan, despite your having deactivated the auto-refill feature multiple times. You are requesting that these charges be refunded to your bank account.

********************** account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated by the account holder.

We reviewed your Tracfone Wireless account associated with the phone number ending in 3134 and confirmed that the line is currently active. Our records show that you were enrolled in the $9.89 monthly plan,which included 90 minutes, 90 text messages, and 90 MB of data for a 30-day period. However, this enrollment was canceled on October 28, 2025, per your request.Additionally, records indicate that Auto-Refill payments for this account were successfully processed on April 30, May 30, June 29, July 29, August 28,September 27, and October 27, 2025, each in the amount of $9.89.

Tracfone Wireless Terms and Conditions, states that Auto-Refill plans allow our customers to enroll in Auto-Refill, customers need to register their credit or debit cards online with Tracfone Wireless and choose their Service Plan. With Auto-Refill, a new Service Plan will automatically be purchased and added to the customer's account each month on the Service End Date and the customer's credit or debit card on file will automatically be charged for the cost of the Service Plan selected by the customer on a recurring basis. Please note that Auto-Refill is determined by the last Service Plan the customer purchased and added to their phone.

An in-depth review of your usage records confirms that no usage was recorded for the service plans redeemed on April 30, May 30, June 29,July 29, August 28, September 27, and October 27, 2025. As a one-time courtesy,and in light of the absence of usage, we have processed a refund of $9.89 for each month of service on November 2, 2025, under Ticket No. **********,totaling $69.23. The credit will be posted on the account within 3 - 5 business days after processing and may take up to 30 days?to see it reflected on the account depending on the financial institution.

We contacted you via email at ******************* on November 5, 2025, to provide an update regarding the status of your account and to notify you that your refund had been processed. You subsequently confirmed that no further assistance was required.

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 **********.

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: 11/10/2025

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:10/27/2025
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.
The amount of $57.46 was drafted from my account on October 7, 2025. That amount was for cellular service until 11/05/2025. My phone stopped receiving service on 10/24/2025 and I have not been able to make or receive calls, use the internet, or send and receive texts. Basically, I have a phone that I cannot use. I called three times on 10/27/2025 to get this help. The first phone call was he couldn't help me. Confused I called back again. **** the next company representative my information and was hung up on. I called back again, gave the next company representative my information, and was hung up on again. I received no assistance from the three representatives I spoke to today, but this company continues to hold my money for no services. A refund, credit, or further assistance was never offered to me and I am currently holding a phone that should be working until 11/05/2025 instead of it still stating no service. Net10/Tracphone is a cellphone company. Out of the three phone calls, I question why no type of assistance was provide to me.
Business Response
Date: 11/10/2025
Dear Wenquetta Pleasant:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 28, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you paid for your phone service on October 7, 2025. However, the service stopped working on October 24, 2025,and when you contacted support for assistance, you did not receive the help you needed.

We spoke with you and received an email response from *************************** and a call from ************ on October 31, 2025,during which you provided your account information.

Upon review, we confirmed that your account is active and properly provisioned on the network. To address the service issue, we performed troubleshooting on your device and determined that a new SIM card was ********* a result, a replacement SIM ticket (**********) was created.

On November 5, 2025, we followed up with you after receiving your email confirming receipt of the new SIM card. We successfully registered and activated the **** however, the issue persisted. It was then identified as a device-related problem. You agreed to this assessment and decided to obtain a new phone.

Our records show that on November 6, 2025, you successfully transferred your number and service to a new device under reference number 1331632985.

We attempted a follow-up call on November 7, 2025, but were unable to reach you directly. However, we received your email response thanking us for resolving the issue and confirming that your phone service has been restored.

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 1331091314.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing NET10.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 11/10/2025

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. Thank you for assisting me with this matter.

Sincerely,

Wenquetta Pleasant
Initial Complaint
Date:10/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a *** card and a prepaid 120 minute plan from Tracfone to use on a phone I bought. The plan and *** card were advertised as compatible on your own phone. I followed the instructions and linked the prepaid plan to the *** card but the phone did not work and would not receive texts or make calls. The tracfone helpline was unable to help after 2 hours and said everything was set up on their end. I bought a new phone from the tracfone brand and tried the *** card and it still didnt work bc the *** card was linked to the old phone. The helpline said the only way I can transfer the *** card to the new phone is by confirming a text code on the old phone which I cannot receive (since it never worked to begin with). They said they cannot do anything further on their end and I would need to buy a new prepaid plan in order to make this work. I was not willing to pay for another plan and I asked to escalate to a manager and they put me on hold for 15 minutes waiting for me to hang up. Their unwillingness to assist with a technical issue on their end and suggestion of having the customer pay more to their company is taking advantage of consumers, and I would like to get BBBs assistance to enforce their responsibility to deliver on their product.
Business Response
Date: 10/31/2025
Dear ***** *********:

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

Your complaint states that you purchased a Tracfone *** card and prepaid service plan, but the service failed to activate on your compatible device, preventing calls and texts. After two hours of unsuccessful troubleshooting, you bought a Tracfone-branded phone, only to be informed that the *** card could not be transferred without a text code from the original, non-functional phone. Tracfone's final resolution was to require the purchase of a new prepaid plan, which you believe unfairly places the burden of their technical failure on you.

Upon review, the Bring Your Own Phone (BYOP) *** card number ending in 1880 was activated on 09/21/2025 with a Tracfone $29.99 plan that includes 120 minutes for 90 days.

TracFone and its affiliate brands' customer account authentication policy operates under strict security standards to protect its customers' information. We cannot discuss customer information or make changes to accounts unless the account holder authenticates the information.

We spoke with you on October 24, 2025, ************. During the conversation, you already returned the old phone as it was not working and mistakenly linked the new plan you purchased to the old device's account. Thus, we activated the new device IMEI ending in 3620 with a new phone number and manually added the service plan per ticket 1330849919.

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 1330853479.

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: 11/03/2025

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.
Thank you for your help facilitating.

Sincerely,

***** *********
Initial Complaint
Date:10/21/2025
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.
Company sends "no-reply" emails to customers, yet doesn't seem to have any valid email addresses to which we can communicate. I spent a lot of time on 10/21/25 trying to find out about a rewards program that they promoted, to no avail on their website. I tried their online chat and could not get from them an email address or a link to the rewards program information. All I could get from the chatters were endless questions about ME, and references to what a valued customer I am. There were no answers to my questions. I want this to go on record for anyone looking to do business with Tracfone. I'm used to incompetence at the chat level with most companies, but am astounded by the fact that a tech company refuses to take emails from their customers; valued or otherwise.
Business Response
Date: 10/31/2025
Dear ****** *******:

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

Your complaint states that you were seeking information about the Tracfone Loyalty Rewards Program but were unable to locate the details on our website, and that you did not receive the assistance you expected from our customer service team.

To clarify, the Tracfone Loyalty Rewards Program allows customers to earn points that can be redeemed for free airtime, data, or other exclusive offers. Upon enrollment, customers receive 200 bonus points. Additional points can be earned through qualifying activities such as service renewals and referrals.
On October 23, 2025 at 2:16 PM EST, we contacted you at the phone number ************** to provide a full explanation of the program, including:

How points are earned
The number of points required for specific rewards
The types of free plans available for redemption

During our conversation, you expressed dissatisfaction with the points requirement and the value of the available rewards. We respect your feedback and regret that the program did not meet your expectations. The call was concluded at your request.

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 1330801247.

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: 10/31/2025

Complaint: 24046939

I am rejecting this response because:
I have root canal scheduled for next week. I'd rather do that than need to use the TracFone website for information. What their response neglected to say was 1) why they don't make this information available BEFORE a customer's acceptance of their enrollment terms, 2) what the actual cash value of their "points" are (less than a *****!) and 3) why they hide their email addresses.
In short, you have to enroll to find out the "Rewards" are a pittance.
I see this as BAD business. BBB stands for something else, so what does BBB think of TracFone's practices? I'd like to know.
I've already given up on TracFone reforming itself.
One other thing. Although the phone *** who called about this recently was helpful, their is a problem. I don't participate in "Don't call us, we'll call you at our convenience" policies.
Sincerely,

****** *******
Customer Answer
Date: 11/03/2025
No more information. I think you have more than enough.
No change in Tracfone's odious practices.
At least the staff at BBB have jobs, even though they enable odious business practices which are business-friendly and customer-insulting.
I don't expect an answer, which is not your style, but I'll ask anyway. Why bother with a BBB if nothing gets better?
You can tell Tracfone to unsubscribe me from everything; especially their weak replies here that get forward by double-secret undercover high-security messaging to me. Save it. It's a farce.
Business Response
Date: 11/11/2025
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 3, 2025, regarding the BBB case number ******** complaint.

Your follow-up complaint states your dissatisfaction with the Loyalty Rewards Program, which you believe reflects poor business practice.Additionally, you requested to be unsubscribed from all TracFone-related programs.

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 November 5, 2025, through the phone number ************. During the call, we offered further assistance, which you declined. You expressed frustration and concern about receiving a no-reply email, stating that it was inappropriate. You also voiced dissatisfaction and chose to end the call. Furthermore, you requested not to receive any future calls or emails from us.

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 1330801247.

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: 11/12/2025

Complaint: 24046939

I am rejecting this response because: There is nothing satisfactory about it. I stand by my statement of facts, and Tracfone's practice of sending "no-reply" communications has not been corrected. Why would I be satisfied about that?
Tracfone keeps replying that they'll keep doing what they want. I keep telling you that is BAD business practice, and we keep going in circles. Who needs this? Let the record show what Tracfone does and maybe consumers will see it.

Sincerely,

****** *******
Business Response
Date: 11/15/2025
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 subsequent complaint states that TracFones practice of sending no-reply communications has not been corrected.

While we understand your desire to stop our practice of sending no-reply emails, please note that these emails are typically sent for informational purposes. Our main path for communication is through chat or call, to provide faster resolution and better customer service experience.

We spoke with you on November 14, 2025, via phone number ************ and discussed the matter with your account, particularly, regarding the Loyalty Rewards Program. During an authentication attempt, you shared that you were not receiving the *** verification code. You added that a representative had previously assisted you in accessing your account successfully. However, you are frustrated because you received a no-reply email from the system and was unable to respond to it. You requested that TracFone change its policy. You suggested that instead of being directed to the ******* self-help channel or customer support, there should be a direct email address given for assistance. You ended the call stating that you refuse further conversation unless the policy is changed.

We appreciate your time in bringing this matter, and we assure you that we will consider discussing this matter to look for possible enhancements in our customer service experience.

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 1330801247.

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: 11/17/2025

Complaint: 24046939

I am rejecting this response because:
Nothing has changed in Tracfone's policy of sending "no-reply" emails, while providing no company email address, Their statement "Our main path for communication is through chat or call, to provide faster resolution and better customer service experience" is entirely fraudulent or ignorant. Their chat and phone agents were worthless until weeks after this first occurred, when a higher level tech person called and fixed the problem with my account, allowing me to see my mobile data usage.
I stand by my opposition to any company or orgabization sending a no-reply email and not having a usable email address for their customers. Why are we on this merry-go-round? It is bad business, and I am not satisfied with it. Why should I tell you I am? If BBB wants to improve business practices, they should endorse my stance, insist Tracfone reform its policy, and stop using "no-reply" emails itself!
I don't want any more phone calls from Tracfone abut this, unless it is to tell me they've changed.

Sincerely,

****** *******
Initial Complaint
Date:10/21/2025
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 Straight Talk (ST) ***** phone service ended with no advance warning on June 12 when it was dropped from *******'s network. The last time I could use it was on June 11. Every month I receive a bill and contact **** to have the charge reversed. Then I phone ST Customer Service. I have been told that the only way I can resolve this issue is to receive a code by text on the ST phone--impossible since it is inoperable. Every time I call, I am told that it is impossible to cancel the account, and the reasons for that vary from *** to ***.
Business Response
Date: 11/03/2025
Dear **** ******:

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

Your complaint states that you have been unable to access your ********************* since June 11, yet charges for the service continue to be billed to your account. You have already contacted your bank to initiate a reversal of these charges. Upon reaching out to Straight Talk to report the issue, you were informed that they are unable to provide assistance without first verifying your account credentials.

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.

We attempted to locate your account by utilizing our tools using your name, number, address and email address available in the complaint.However, we are unable to determine your account. For us to investigate your concern we will need to have your accounts information, which includes your number, device IMEI number and email address associated to the account. Hence,to address the matter we need to speak with you directly for assistance.

We made multiple attempts to contact you via phone at ************** on October 22, *****, 27, and November 1, 2025. However, we were unable to reach you, and we have not received any response from you to date.

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 1330741240.

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: 11/03/2025

Better Business Bureau:

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

Sincerely,

**** ******

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