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

3,492 total complaints in the last 3 years.
810 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:07/17/2025
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.
Straight Talk has a program where you can earn points and redeem things such as $10 off, a new phone, headphones, whatever. I took my points and got the $10 off it was not specific and I was told that they can't do anything about it they cannot put the $10 towards my bill and they cannot reimburse me for my point. I pay $45 every month for Straight Talk and they have false advertisement and extremely rude customer service Representatives.
Business Response
Date: 08/06/2025
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 ******** complaint.

Your complaint states that you redeemed your rewards points for a $10 discount. However, you were unable to apply it toward your bill and were informed that it cannot be reimbursed.

Upon review, we found that your Straight Talk account is active and enrolled in the Loyalty Rewards Program. Our records show that on July 17, 2025, you redeemed ***** rewards points for a $10 phone promo code,which can be used toward a phone purchase on the Straight Talk website.

Please note that to use rewards points for a plan refill under your current plan, a minimum of ***** points is required. Redemption for plan refills can be done through ************* or via the My Account portal.

We spoke with you on July 20, 2025, via phone at ************ and shared the results of our investigation. To resolve the issue,an escalation ticket (**********) was created to restore your ***** rewards points, which were successfully reissued the same day. An email notification was sent to ***************** regarding this update since our follow-up attempts to reach you on July 21, 22, 23, and 25 were unsuccessful.

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 1324811946.

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: 08/21/2025

Complaint: 23617375

I am rejecting this response because:
I wanted to use the points towards my phone bill or a gift card. They can't do either of those so it's whatever. I might be switching to ******* because of the issues and false advertisements they have.
Sincerely,

******* ******
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 26, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that you cannot use your Rewards points towards your phone bill or a gift card, and is considering switching to another service provider due to false advertisement.

Rewards is one way in which Straight Talk endeavors to reward and thank loyal customers for patronizing our business and purchasing our products. By participating in the Program, Straight Talk customers can earn and accumulate points (Points). Points may be redeemed and used towards the purchase of a Reward (e.g., Service Plan, Device coupons, premium coupons, games, e-gift cards, special events, and other activities). Some redemption Rewards are limited time offers, which expire over a period of time.

Per our previous response, your particular redemption is towards a $10 off phone promo code, which can be used to purchase a phone thru the website to get a $10 discount. Despite having a policy, which mentioned that points are non-refundable,we refunded the points back to your account as courtesy.

We attempted to contact you via phone number ************, and have sent emails to ***************** on 8/28/2025, and 9/1/2025, to discuss the aforementioned. We received your email response requesting a callback in a specific time. However,we were still unable to reach you via call.

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 1324811946.

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

Sincerely,

Executive *********************
Initial Complaint
Date:07/17/2025
Type:Sales and Advertising 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 made a purchase from straight talk for a phone that cost $658.64 that they advised with 1-3 shipping through ***. After a week no tracking number was created and no update was given with the order number I received. I called straight talk and they first told me that there was a glitch in their website which caused a problem with my order and that my phone would be shipped out from their warehouse in a few days, then another week went by and I had called again and they told me that the phone is no longer in stock and that my order would be automatically cancelled and I would receive a refund. Another week past so I called again and they tell me that my card declined and they never received payment for the phone so in their records no purchase was made. I assured them that I was charged after I checked with my bank and my bank confirmed I was charged. I also had my bank confirm to straight talk that they did charge me and straight talk agreed to give me a refund. Now its 2 months later and I still havent received a refund, *** had to dispute this with my bank and no one from straight has reached out to me or given me an answer regarding this issue. They never sent the phone I purchased, they stole my money and are refusing to refund me.
Business Response
Date: 08/06/2025
Dear ******* *******-Kong:

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

Your complaint states that you placed an order through the Straight Talk website totaling $658.64. However, you have not received the order, nor have you been refunded for the purchase.

Upon review, our records show that your order was placed on May 23, 2025, under order number 6142-0A66K7R657. However, due to unforeseen delivery constraints, the order status remains in "Pending Remote Fulfillment."We sincerely apologize for any inconvenience this may have caused and want to assure you that we are here to help.

We contacted you via phone at ************ on July 19, 2025,to share the results of our investigation. Our records indicate that a chargeback for this purchase was already filed on July 8, 2025. As a result, we are unable to process a refund on our end. Thus, you were advised to follow up with your financial institution to verify the status of the chargeback.

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 1324778122.

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:07/17/2025
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 refilled my service with Straighttalk and was charge three different transactions for one month service! I've gotten the run around about getting a refund of the two extra charges to no avail! They are telling me there are no extra charges for my account! I have verified with my bank that all 3 transactions have cleared with a total over charge of $102.06. After speaking with a second *********** the answer was the same, that a refund can't be don't because they can't see the transactions! I offered to give them a statement from my bank proving the extra charges but told me they do except that form of proof! I asked to speak to a higher supervisor and was denied that opportunity and was told that it had to be a bank problem even though my bank statement reflects the same information which was excepted by the original payment and previous months payment!
Business Response
Date: 08/06/2025
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 ******** complaint.

Your complaint states that you were charged three times within a month and that your refund request was denied.

Upon review, we found that your Straight Talk account is active and properly provisioned on the network. Our records show that the most recent payment for your number ending in 2180 was made on July 13, 2025,totaling $40.03 for the $35 airtime plan. You were only charged once for this service during the stated period.

However, after conducting an in-depth review of your credit card history, we identified two additional payments made on July 13. These payments were associated with two other numbers ending in 0649 and 8451. Each line was paid via the web, with a charge of $51.03 for the $45 airtime plan.

We spoke with you on July 18, 2025, via phone at ************ and shared the results of our investigation. During the call, you confirmed that you are not associated with the other two numbers involved in the additional charges, and identified those transactions as fraudulent.

Given this, we recommend filing a chargeback for the unauthorized charges directly with your financial institution. Once the chargeback is processed, the handsets that received service from these fraudulent transactions will be deactivated. Additionally, your credit card will no longer be accepted for future purchases across any of our brands.

Please note that disputes involving fraudulent transactions can only be resolved through a chargeback process.

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 1324719274.

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:07/17/2025
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 recently bought a new phone and have been trying to switch my data onto it. so I called tracphone wireless to talk yo technical support. this is where the issue happens i simply get put on hold forever. 8 hours one day 6 hours another this is ridiculous. id like to have them set up a real technical support instead of lying to there customers and wasting there time with a fake customer support line that wastes time. and know im unable to use my phone because there sales department does claim i need to talk to them and that theres no other way to set it up.
Business Response
Date: 08/06/2025
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 you recently acquired a new phone and wanted to transfer your data. However, you experienced difficulties obtaining assistance from customer support.

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.

We spoke with you on July 21, 2025, via phone at ************. During the call, you explained that your unlocked device was not receiving service. Upon checking, we found that your new phone, with a serial (IMEI) number ending in 1941, was not yet registered in our system. We offered to register the device and activate it using your existing number, which you agreed to. The activation was successfully completed under reference number 1324879014.

A follow-up call was made on July 23, during which you confirmed that your new phone is working as expected with your old number. No further assistance was required.

As of today, your Straight Talk account remains active and properly provisioned on the network. Additionally, usage reports indicate that the service is actively being used.

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 1324835908.

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:07/17/2025
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.
Have been a TracFone customer for 20+ years. I purchase yearly plans for $100+ for my iPhone and my husbands *******, then add a $10 data card as needed. After upgrading my iPhone in May, my Talk minutes, *********** totals have disappeared 2x overnight. This leaves me with no cell service. Ive spent 4+ hours on TracFone support calls using my landline. The first incident was resolved after 3 calls over 10 days and my data, *************** were restored. After the second incident (after 2 calls), only talk & texts were restored - no data. I had over 1GB remaining but the customer support person was unable to restore it. Id like to be compensated for the missing data and reassured that this will not keep happening again every month.
Business Response
Date: 08/06/2025
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 ******** complaint.

Your complaint states that your data balance of over 1GB was removed from your account, and despite seeking assistance, no one was able to restore it. You are requesting support to resolve this issue and assurance that it will not happen again.

Upon review, our records show that your number was recently transferred across multiple devices, which caused a system error that prevented your balance from switching correctly. We sincerely apologize for any inconvenience this may have caused and are taking steps to prevent similar issues in the future.

We spoke with you on July 22, 23, and 24, 2025, via phone at ************ to share the results of our investigation. To resolve the matter,we added 10GB of data to your line under reference number 132-494-4113. You confirmed receipt of the additional data and verified that your service is now working as expected. 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 **********.

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: 08/07/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution though not entirely accurate, is satisfactory to me. TracFone claims to have reimbursed my account with 10GB when it was only 9.74GB. (Over promised & under delivered.) Also, this issue of completely deleting my balances has happened twice so far since switching to a new TracFone iPhone, so time will tell if this will happen again next month or anytime again in the future. I spent 6+ hours on the phone on multiple calls with technical support- it shouldnt be that difficult.

Sincerely,

****** ******
Initial Complaint
Date:07/16/2025
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 have been on the unlimited plan(s) for Tracfone for months, which means my accumulated unused data carries over from month to month. It has been fluxuating between 20 and 30 gbs that carryover for some time now. Tracfone says if you stay on the unlimited plans, this will always be an added benefit. I've made sure that I do. All of a sudden my phone starts going wonky everytime I leave my house outside of my wifi area, which is when I obviously use my data, which is also not that often. But still, it's every once in a while. This is why I need my data, for when I am outside of my wifi. I checked my Tracfone app and it said that I had 0.00 GB of data remaining. I immediately check my data usage in my phone from my network settings to see if it was accidentally used somehow. IT WAS NOT. It was my normal usage, a gb this day, a GB that day, but not 20 gbs! Not even 20 in a month! When I reached out to Tracfone to ask a representative to look into this, they told me that I must have used them and I need to buy more. No matter how I said that I did not, that it must be some sort of mistake, they would not help me out. I even told them how my usage history did not show anywhere near that amount used, but they still would not help me. I asked for a detailed usage history from them showing that it was my fault they were gone and was told they personally could not give me that info, and I would have to talk to someone else. so I said fine, connect me. they said oh, they'll have to give u a call back. I said okay, I'll be waiting. they told me I would receive a call in 14 minutes......I am STILL WAITING!!!!! This is bad form on Tracfone. I simply want my gigs if data back, or proof that I indeed used them. Please help me by telling Tracfone to give me a call and clarify this. If I used all those gigs, show me the proof, and I'll understand, but if I did not, update my account and give them back so I can continue to use my phone with no issue. Thanks ahead for the help!
Customer Answer
Date: 07/17/2025
After I spoke on the phone today with the representative that called me, I went looking in my phone for screenshots that I might have. I took this in April when I bought my yearly unlimited plan because at first it glitched and showed 0.00 gbs, so when it came back I took a screenshot in case it ever did it again. So there's your proof. I had 41gb in April, and since I have only used 5gb since then, I should still have 36gb. That is the amount that disappeared. I attached the screenshot to this response.
Business Response
Date: 08/05/2025
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 ******** complaint.

Your complaint states that your accumulated data balance of 20GB was removed from your account, and you are requesting either its restoration or proof of usage.

Upon review, we confirmed that your TracFone account is active and properly provisioned on the network. However, the data balance associated with your line shows zero.

We contacted you on July 17, 2025, via phone at ************ to review your redemption history and data usage in order to verify the claimed data balance. Additionally, we received an email from you at *********************** which included a screenshot of your data balance from April.

Following up on this, we initiated a call on July 19 to begin restoring your data balance. The necessary updates were completed on July 23, and are documented under the following reference numbers: 132-247-7625,132-483-3875, 132-492-6166, 132-500-1755, and 132-500-3322.

A final follow-up call was made on July 23 to inform you of the completion, during which you confirmed that you had received the restored data balance.

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 1324768869.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/15/2025
Type:Sales and Advertising 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.
For 7yrs we autopaid *****/month 2 lines. 5/21/25 our card # changed and service stopped. *** changed our plan to 54.18/1 line. She "didn't know" we had a 2nd line; the "only way" to resume service was to "add" the 2nd line, then refund the overage. Card was charged *****. after 2.5 hours on phone, Resolution team said he corrected it to ***** for 2 and we'd get ***** refund in 5 days. Still haven't. 6/13 "Princess" saw no record of credit, and plan is still ***** for 2, said she fixed it and reinitiated the ***** refund, which we'd get in 4-30 days. 6/18 another ***** charge. "********" said that's our plan. After an hour, "floor supervisor *****" said he saw a ***** refund "in progress," fixed our plan to *****/2, and initiated a ***** refund we did receive 6/18. 6/19 another ***** charge. We turned off autopay, but had no time for an hours-long call (due to work and travel), and **** had told us they'd fixed it, and that we had to wait 30 days for the ***** refund. 7/14 call disconnected; agent called back but hung up before could answer; we redialed but were on hold with no answer 2 hours. Online chat ******* said ***** is correct and that we had been already refunded the *****. Refused to give me a manager nor correct to ***** nor refund the *****+27.13 overcharges for plan we never agreed to buy and **** SAID they fixed. ***** said we could not be refunded ***** due to usage, and that the only way to prevent wrong charges is for ME to change plans before the end date." We are being penalized for **************** ****/supervisor/resolution team failure to change plans as they promised. Please issue us a ***** refund, and move your call center to ***.
Business Response
Date: 08/04/2025
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 ******** complaint.

Your complaint states that due to a change in your credit card, you are now being charged $75.77 per month for your two lines instead of the expected $48.60. You contacted customer support for assistance, but the issue remains unresolved. As a result, you are requesting a refund for the overcharges.

Upon review, we found that your ********************* account, associated with phone numbers ending in 4527 and 5653, was ported out on July 15, 2025, under reference numbers ********** and 1324565311.

Records show that with your Auto Refill enrollment, you were consistently charged $48.60 per month until April 2025. At that time, both lines were subscribed to the $24.88 airtime plan. However, starting in May, the line ending in 4527 was upgraded to the $49.88 airtime plan, resulting in a charge of $54.15, while the line ending in 5653 remained on the $24.88 plan,billed at $21.58.

In June, we observed two payments made on June 18 and June 19, each totaling $75.73. These payments correspond to the charges for the $49.88 plan on the 4527 line and the $24.88 plan on the 5653 line. Please note that the charge made on June 18 was refunded on the same day.

We spoke with you on July 22, 2025, via phone at ************* regarding your refund request. Based on the information reviewed, you are not eligible for a refund under the standard policy. However, due to the inconvenience caused, a one-time courtesy refund request was submitted on your behalf under reference number 1324942558.

On July 22, a refund was processed for the $21.58 charge taken on May 21, with transaction number 44985597RARALR89, and a partial refund of $27.13 for the charge taken on June 19, with transaction number 46258493JBQEU6IQ.

A follow-up call was made on July 23 to inform you of the update, during which you confirmed that 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 1324594288.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My brother dropped his phone which shattered the screen as you can't see text or the person calling. Can't make a phone call to anyone. So, he (******* ****) went and bought a new phone from ******* on 07/14/2025. I chat to get his new phone activated, but they could not help me, chat say to call ************** which i made the phone call to the company. I called at 3:27 pm and waited until i hung up at 5:00 pm est. ******* is a vet and senior citizen which he needs a phone to communicate with his medical personnel and love ones. He is also homeless. I need a ******************************** to help me get his phone activated. You can reach me (*****) the landline phone at ************ or my cell at ************. ******* does not have a email so you can email his mother's email at ********************** or you can email me at ********************** Thank you
Business Response
Date: 08/05/2025
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 ******** complaint.

Your complaint states that you are seeking assistance in activating your brothers new phone.

We spoke with you on July 19, 2025, via phone at ************. During the call, you confirmed that your new phone was successfully activated and that the service was working properly.

Upon verification, we found that the number ending in 7682 was activated on a new device on July 19, 2025, under reference number **********. The account is currently active and properly provisioned on the network.

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 1324773000.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/15/2025
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.
Tracfone charged me for service I do not have and refuses to reverse the charge. The agent stated that I need to try disputing it with my bank.
Business Response
Date: 08/05/2025
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 ******** complaint.

Your complaint states that TracFone charged you for a service you did not receive and refused to issue a refund. Instead, you were advised to dispute the charge with your bank.

We spoke with you on July 18, 2025, via phone number ************. During our conversation, you mentioned having another phone associated with the number ending in 1435, which was supposed to be inactive as the device was defective and could not be used.

Despite this, a charge of $16.76 was posted to your account on July 15, 2025. Upon review, we confirmed that the payment was made through our website. However, you filed a chargeback, and you confirmed that it was successfully processed on July 17, 2025. As the amount has already been refunded, no further assistance is required at this time.

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 1324723814.

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: 08/11/2025

Complaint: 23603247

I am rejecting this response because: Tracfone charged me for data and did not supply it. They stated that I used it all and I have not. Here is my usage: My Usage Talk & Text ************** 0 BYTE USED Global Calling Card $0.00 Service Period 21 days left Service period ends 08/31/2025 Your plan Plan: /30 **************************************************** 1 GB ******************************************************************* period ends: 08/31/2025 I have not used it, yet they will not allow me to use any since they said it is used up. I have one GB on my plan and purchased an additional $10 worth which they said that I also used.

Sincerely,

******* ********
Business Response
Date: 08/19/2025
Dear ******* ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/11/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that TracFone charged you for the data you did not ********** addition, you were informed that you have used the allotted data in your plan, as well as the $10 add-on data you purchased.

Our review indicates that your account is active and provisioned. The account is enrolled in the auto-refill with the $15 plan, which includes 1 GB of high-speed data. Transaction history shows that the plan was added to your account on 7/2/2025, and you purchased a $10 3GB add-on data on 7/14/2025. Usage Records indicate that the allotted high-speed data has been consumed.

In addition, the service plan for the month of August was added on 8/1/2025. We received your report regarding your inability to utilize your data service on 8/9/2025, and confirmed that this was because the allotted data from your service plan has been consumed.

We spoke with you on 8/12/2025 via phone number ************, and discussed the ****************** mentioned that you were unable to access the internet despite having an unlimited plan. We clarified that your plan only has one (1) GB of data, and that our records show that it has been used up. We proposed to upgrade your plan for optimal usage; however, you decided to stay with the same plan.

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 1326316673.

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: 08/21/2025

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:07/15/2025
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 would like someone to give me a call from corporate. I have been trying to reason with their customer service **** for the last couple of days to no ******** phone has been deactivated (to include my phone number I have had for over 30 years), do to sending to many text messages (from what I'm told). I don't send 500 text messages a day as they have stated. I do send out text messages for Bible Study and ************** during the week, but it's not everyday nor are they to 500 individuals.If someone can call me so I can explain my situation and retrieve my phone number if I'm not able to continue with their service.Thank you...
Customer Answer
Date: 07/19/2025
Good evening,
I filed this complaint because I was hoping to speak to a representative of this company in the ***. I was contacted by the same individuals (outside of the county). Is there any other way of getting a US citizen to contact me about this situation?
Business Response
Date: 08/05/2025
Dear ******* ***** Sr.:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 15, 2025,regarding BBB Case number ******** complaint.

Your complaint states that your service was disconnected due to alleged excessive texting, which you believe is incorrect. After unsuccessful attempts with customer support, you're now seeking corporate assistance to have your number restored.

Upon review, we found that on July 11, 2025, your line showed excessive outgoing text message usage, which our investigation linked to spamming activitya violation of our terms and conditions. On the same day, we were able to discuss with you the issue and issued a warning. As a courtesy, your line was reactivated. . However, on July 14, similar activity was detected,resulting in permanent deactivation.

We attempted to reach you via phone at ************ and email at ******************* on July 18, 19, 22, 24, 25, 26, and 29, 2025. You responded to our email on July 18, providing your account details and explaining your situation, including your request to retrieve your number.

On July 19, we spoke with you and attempted to reactivate your service, but were unsuccessful. We are no longer able to reactivate the phone with the serial number ending in 7616. During a follow-up call on July 25, we tried transferring your number to a different device with an IMEI ending in 6306, but encountered a system error. This issue was escalated under reference number **********. Unfortunately, subsequent follow-up attempts were also unsuccessful.

As of today, our records confirm that your new phone and old number have been successfully activated on August 1, 2025. The line is currently active and properly provisioned on the network. Additionally, the usage report indicates that the service is being actively used.

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 1324721870.

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

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