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

3,366 total complaints in the last 3 years.
794 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:09/02/2025
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.
Purchase A Phone Straight Talk Phone , And when I Called To Have Its Activate, this fake Worker Compermized My ************* Galaxy A 16 Want BBB To Know About This Fake Straight Talk Phone, In ******* In ********** Mass. They Should Awared Others, Thats The Bad Workers Too
Business Response
Date: 08/28/2025
Hello,

Please see attached response.
Customer Answer
Date: 09/02/2025
Hello Its was $100.00 Not $1000.00 Have a Loser Tampering With this, And he Cause Its Too Worked For the ************* Ty **** ****
Business Response
Date: 09/12/2025
Dear **** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/27/2025, regarding BBB Case number ******** complaint.

You filed a complaint alleging that you purchased a Straight Talk phone from a ******* in **********, *************. When you called to activate it, a fraudulent "worker" compromised your ******* Galaxy A16. You want the Better Business Bureau to be aware of the fake phone and the dishonest employees at the store.

We value our customers and take their complaints seriously. We searched our system with the full name,email address and contact number included in the complaint, but such information does not match our records. We are unable to investigate this issue further at this time. For us to investigate your concerns, the following information is needed: the full name associated with the account, the phone number, and the email address associated with the account, in addition to the device's ESN/IMEI, and information related to the method of payment for the account. We will continue to investigate this issue and update our findings once additional information is provided.

However, please note that Straight Talk Wireless 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.

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 1327783518.

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


Sincerely,

Executive *********************
Customer Answer
Date: 09/25/2025

Complaint: 23806957

I am rejecting this response because:

Sincerely,

**** Debonis Never Received a Shipping Label By Mail My printer Don't works
Business Response
Date: 10/03/2025
Dear **** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/25/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you never received a shipping label by mail, and that your printer does not work.

In our previous response, we indicated that we could not determine the account due to lacking information provided. We require further account information such as the phone number or IMEI # of the device, to conduct an investigation. In your follow-up complaint, it appears that you are waiting for a shipping label to return a phone. In this case, please provide us with the ticket # to review this matter.

We attempted to contact you via phone number ************, and have sent emails to ******************* on 9/27/2025, 9/28/2025, and 9/29/2025, to gather further information. We received your reply stating you would call us instead; however, we still have not received further information, nor were able to speak with you. We have also not received further responses from you in our latest email on 9/30/2025.

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 1327783518.

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/02/2025
Type:Customer Service 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 complaint is with Tracfone. July 2025 my tracfone was turned off stating not actively using the phone. Which is incorrect have prepaid minutes on the phone that did not expire until 2027. Tracfone turned my phone off and remove my minutes and my rewards points. I spoke to 3 agents and 1 supervisor and no one can retrieve my minutes. Tracfone turned my phone off and transferred the number I was told. I never received an email or text from Tracfone about using my phone. I'v been a a customer for over **************************************** a refund. I learned Tracfone is now operated by *******. I not happy. NO one will help restored my minutes or refund me/
Business Response
Date: 09/15/2025
Dear ******* *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 2, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your TracFone service was deactivated despite having prepaid minutes and service days valid until 2027.Additionally, your minutes and rewards points were removed, and you were later informed that your number had been transferred. No one is able to restore your service.

We spoke with you on September 4 and 10, 2025, via phone at ************, during which you provided your phones serial number (IMEI ending in ***** and completed account authentication under reference number 1327810817.

Upon review, we found that your phone was deactivated in April 2025 due to non-usage. Our records show no activity on the line from September 2024 until the deactivation date.

TracFone Wireless Terms and Conditions states that notwithstanding your Service End Date, Tracfone reserves the right to deactivate any phone for which there is no voice, text or data usage for a period of six (6) consecutive months for smartphones and twelve (12) consecutive months for other phones. If your Service is deactivated, your Service can be reactivated by purchasing and adding an Airtime Card. Once reactivated, your phone may be assigned a new phone number. Airtime which remained unused at the time of deactivation will still be available if Service is reactivated within sixty (60) days from the deactivation date, otherwise any unused airtime will be lost.

Following our review, we must respectfully decline your request to reactivate your service. We found that your previous number ending in 7956 is no longer available in our system due to extended inactivity. Additionally,please note that to qualify for the Loyalty Rewards Program, your account must have at least one active device. Currently, your account does not meet this requirement.

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 1327751183.

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:09/01/2025
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 4 tracfone lines. I am filing a complaint on 2 of them. The first one, ending in 0387, I purchased a one-year plan with unlimited talk and text, 48GB data. I was charged $208.01 on 12/19/24. I purchased a new phone and when I transferred the line to the new phone, I lost all my service, talk, text and data. To this date after numerous LONG phone calls to customer service, I am told I need to purchase a new plan. I need the service reinstated with credit for a full month of lost service with data extending my service end date to 1/18/26. The second phone line, ending in 2152, I had a service end date of 2028. The text ran out and I purchased one month service and ****** texts. I was quite shocked when I was told I had to purchase more text as they said I only purchased the one-month plan. Again, after numerous LONG phone calls to customer service, no resolution and I gave up and purchased ***** more text on 6/04/25 and paid $23.58. Dealing with customer service and no way to escalate the call to a knowledgeable supervisor has been frustrating and consider switching providers.
Business Response
Date: 09/12/2025
Dear ********* **********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 2, 2025, regarding BBB Case number ******** complaints.

Your complaint indicates that two of your TracFone numbers have lost its paid service, and you are seeking a resolution to this issue.

Upon review, we found that your TracFone account currently has four (4) active lines, all of which are properly provisioned on the network. Our records show that the number ending in 0387 underwent a phone upgrade transaction, with the most recent activity recorded on September ******, under reference number **********. Further review of the redemption history reveals that on December 18, 2024, a $192 airtime planoffering unlimited talk and text with 48GB of data and 365 service dayswas added to this number while using the device with a serial (IMEI) number ending in 0160.Based on this, the service for the number ending in 0387 should remain active until December 18, 2025.

Meanwhile, we reviewed the redemption history and usage report for your TracFone number ending in 2152 and identified a discrepancy in the balance. This issue was determined to be the result of a system glitch.

To resolve the matter, we performed updates on both numbers under reference numbers **********, **********, and 1327795929.

We also spoke with you via phone on September 4 and 1******, at ************. During these calls, you were informed of the updates,and you confirmed that the changes had been successfully applied to your account. At this time, no further assistance is required.

If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1327798866.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/18/2025

Better Business Bureau:

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

Sincerely,

********* **********
Initial Complaint
Date:09/01/2025
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.
Tracfone has deactivated my service more than once, it seems to happen every month. This is my secondary phone so i don't have to use all of my minutes very often but i do keep the phone with me and had over ***** minutes, over 8gb data and plenty of messages. the last time this happened the customer service *** had me text something and then restart the phone and the minutes/data populated back. this time the *** is telling me i used all of the minutes which is a complete lie. i am growing tired of this happening every single month and is causing a big issue.
Business Response
Date: 09/12/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 1, 2025, regarding BBB Case number ******** complaint.

Your complaint states you rarely use your secondary phone, yet TracFone has consistently deactivated your service on a monthly basis, even though you have a significant balance of minutes, data, and texts.A previous issue was resolved by sending a text and restarting the device, but this time customer service incorrectly claimed that all your minutes were used.

Upon review, your account is currently active and properly provisioned in our system. On August 31, 2024, you added a TracFone $125 plan, which includes ***** voice minutes, ***** text messages, and *****MB of data valid for 365 days, with a service end date of August 31, 2025. Our records also show that services were added to your account in May, June, and July.
Further investigation shows that between August 31, 2024, and August 31, 2025, you used a total of 127 voice minutes, 105 text messages, and *****MB of data. Additionally, you purchased the TracFone $40 plan, which offers unlimited talk and text and 20GB of data for 30 days. On the same day, we credited your account with the missing ***** voice minutes, ***** text messages, and *****MB of data, as documented in ticket #**********. However, ***** voice minutes are still pending, and due to system limitations, it could not be manually added until the unlimited plan expires.
We spoke with you on September 4, 2025, via phone number ************** and explained the above details. You acknowledged that the remaining ***** minutes would be credited once the unlimited plan ends.

If you still require assistance, you can contact ************** enter PIN ********** 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
Initial Complaint
Date:08/30/2025
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 paid for my service not sure why my phone is stuck in sos mode and I cant make calls or receive calls either I would call them but cant get a hold because my phone dont work. *********
Business Response
Date: 09/11/2025
Dear ******* *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 31, 2025, regarding BBB Case number ******** complaint.

Your complaint indicates that you paid for your service;however, it is not functioning as expected.

Upon review, we confirmed that on August 30, 2025, your service and phone number were transferred from a device with serial (IMEI)number ending in *************************** 4015, to a new device with serial (IMEI) number ending in *************************** 3421. This transaction was processed under reference number **********. However, our records indicated a discrepancy between the device and SIM card being used, which contributed to the service interruption.

We contacted you via phone at ************ on September ******. During the call, you advised that you had inserted your old SIM card into the new device. We explained that this action caused a mismatch in provisioning, resulting in the service disruption. You agreed to revert your service to the original device with IMEI ending in *********************************************** 4015. This transaction was completed under reference number 1327675897.

Following the update, we tested the service and confirmed that the device is functioning properly. You acknowledged the resolution, and no further assistance is required.

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 1327622886.

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:08/30/2025
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.
tracfone company is is doing fraud their selves from someone in their company taking funds above said monthly agreement i had a deal with them for ***** a month for unlimited calling and txt to be taken out the1st of the month on 29th they took out ***** not monthly cost due this was fraud called spoke to tracfone do not care so consumer financial protection bureau notified as well as ftc ********* on tracfone theft i emailed corporate hoping ftc investigates finds hey doing this to millions users a day fines then 100 billion puts them closed down bankrupt that is my goal to get trackfone close down uploadsshow regular amount and when and error amount
Business Response
Date: 09/11/2025
Dear ****** *****:

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

Your complaint indicates that your monthly bill was expected to be $12.59; however, you were charged $18.09 by TracFone.

Upon review, we have confirmed that your TracFone account associated with the phone number ending in 8239 is enrolled in Auto Pay. Please be advised that ******** enrollment provides a $5 discount for the first two months of service. Thereafter, the monthly charge reverts to the regular plan rate, plus its applicable taxes and fees.

Our records show that the Auto Pay discount was successfully applied to your account in June and July, resulting in a monthly charge of $12.57 for the $15 plan (which includes unlimited talk and text with 1GB of data for 30 service days). Accordingly, your August bill reflects the standard rate of $18.09.

We attempted to contact you via phone at ************ and via email at ******************* on September 1, 2, 3, 4, and 7, 2025. However,we were unable to reach you and have not received any response 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 1327621050.

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:08/30/2025
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 purchased a new phone from them in the beginning of August. It came with a cracked screen. I called and asked for a replacement, which they said would be sent in 7 days. After almost 3 weeks, no replacement. I called again and they ask me to send my cracked phone back to them before they will send a new one. This would leave me without a phone at all, for however long it would take. They sent me damaged product, totaling around $150, and refuse to replace it without leaving me without a phone at all.
Business Response
Date: 09/11/2025
Dear Mr. *** ****:

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

Your complaint states that you purchased a new phone in early August, which arrived with a cracked screen. Although a replacement was initially promised within seven days, it was not received, and you were later informed that the damaged phone must be returned firstleaving you without a device during the process.

Terms and Conditions for Return Policy states that:

If a customer purchased their Total ********************** device from ********************** official website, they would have thirty (30) days from the date the device was delivered to them to return it to us for either an exchange or a refund.

Upon review, you purchased a ******* Galaxy A32 5G with a TracFone $25 plan on August 3, 2025, under order ID *********. The device, with a serial number ending in 5917, was delivered on August 5 via *** tracking number 1ZY902R61340823336 and activated the same day. On August 6, you reported the device as defective due to a cracked screen, and a warranty replacement ticket (**********) was created, with a return label sent to your email. However,since the defective phone was not returned within 30 days, the ticket was closed on September 10.
We attempted to contact you multiple times via phone number ************** and email ************************** on September 1, 4, 5, 6, and 11, but were unable to reach you and have not received any email response as of this writing.

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 1327592882.

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:08/30/2025
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.
This cause me a lot of stress and lost of business and funds . I had net 10 services for over ten years have only change this number 1 to the number to ********** and had the number a little over 6 years so my phone stop working about 1 year and ago I call the company the promise me that they were gonna send me a phone to because I was a loyal customer but then never happened so I can use the phoneuse the service. I continue to pay the service but I receive no incoming calls. No upcoming calls I contact them to transfer my number they They said they was gonna send me a code they want to email. I never received the email and I receive emails every day. I talk to two young ladies they play games on the phone back-and-forth saying oh we send you a code you can verify. I saidI gave them my pin number they saying thats not the pin number but I can get into my account by My Other Phone everybody else sent me an email. I just my password from them and I still can get into the email, but I cannot use my physical phone so they cant send me a textbecause the phone that is on they give me a runaround they refusing to transfer my number or give me my number so I can transfer it and Im trying here. Im Im continue to pay my bill every month before I cannot use the service. They just try to take money from my phone again I can copy I copy where Irefuse to even pay them because theyre not providing me with the advocate service. They wont let me change with a new SIM card or anything. also, this is my business phone. I use this number for business and I am losing out 1000s of dollars that I cannot provide my service Im not getting any calls or anything. $750 for the year that I had no service and Im continue to pay my bill in $2.7 million for the loss of business is what Im because I cannot use the phone number that is connected to my business.
Business Response
Date: 09/12/2025
Dear ****** *********:

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

Your complaint states that you are experiencing a service interruption and were previously promised a replacement phone. Despite continuing to pay for your service, you are unable to receive incoming ******** an effort to resolve the issue, you attempted to transfer your number but encountered difficulties with account authentication. As a result, you are requesting either a refund or assistance in successfully transferring your number to another service provider.

Upon review, your NET10 account with phone number ending in 9838 was deactivated on September 1, 2025, due to non-renewal of service. As we checked, the account has no replacement phone request and device with serial (IMEI) number ending in 3416 is registered as a Bring Your Own Phone (BYOP).Please note that BYOP device is not covered with our limited warranty exchange.

NET10 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.

As per NET10 Wireless policy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider. The customer must have the Number Transfer PIN (NTP)code, account number, or Zip Code associated with the account. Without all the necessary information, we cannot proceed with the port-out request.

A customer may obtain their Number Transfer PIN (NTP) by texting the keyword "NTP" to ****** on the device in use. During the transfer, a text message will be sent to the phone with the 4-digit Transfer PIN. In case the phone is not capable of receiving the text message, the customer can also call customer care at ************** and use PIN ****** to receive the number by email. Additionally, customers can access their account number on our website through My Account option. Customers should be aware that their NTP PIN code must be used promptly, as it will expire after a certain period of time and will no longer be valid.

We spoke with you on September 2, 2025, via phone at ************. During the call, you were unable to authenticate your account,prompting us to submit an escalation to potentially override the account authentication process. This request was filed under reference number **********. Approval was received on September 5, and we received a return call from you on September 9.

During that follow-up call, we explained the port-out procedure in detail. You were provided with your account number and received your Number Transfer PIN. Additionally, we reactivated your number to enable you to proceed with the port-out request.

However, we have observed that the number has not yet been ported out. Additionally, our attempts to follow up with you via phone on September 11 and 12, 2025, were unsuccessful, as we were unable to reach you.We also sent multiple emails to ***************************** but have not received any response 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 1327609691.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/29/2025
Type:Billing 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.
They are saying my month payment ending on August 31 I played A August 4
Business Response
Date: 09/11/2025
Dear ****** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 29, 2025, regarding BBB case number ******** complaint.

Your complaint states that you paid your bill on August ******; however, you were informed that your Service End Date is August 31, 2025.

Upon review, we found that your TracFone account associated with the number ending in 2050 is active and properly provisioned on the network. Our records show that the number was deactivated on July 10, 2025, due to non-renewal of service. It was reactivated on August 1, 2025, using the $25 plan (which includes unlimited talk and text with 6GB of data for 30 service days), resulting in a Service End Date of August 31, 2025. Therefore, the correct service days were applied to your account.

We attempted to contact you via phone at ************ and email at *********************** on September 1, 3, 4, 5, and 7, 2025. However,we were unable to reach you directly and have not received any response. Our recent records indicate that you reactivated your service on September 3, 2025.The account is currently active and well provisioned on the network.

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 1327589053.

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:08/29/2025
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.
Ive been a loyal Tracfone customer for over six years, maintaining two active phone lines. I chose Tracfone because of its advertised policy that unused minutes, texts, and data would carry over indefinitely as long as the lines remained active. This was ideal for me, as I travel internationally and primarily use these lines when Im in the country.After returning from a trip this summer, I discovered that 55GB and 28GB of data had vanished from my two lines. I immediately contacted Tracfone and, over the course of two weeks, spoke with multiple representatives in an attempt to recover the data I had already paid for. I was consistently told their system didnt allow data restoration. The only solution offered was to escalate the issue to upper management through support tickets. I was repeatedly assured it would be resolved within a few days, but those promises were never fulfilled.Each time I followed up, I received a new ticket number and a vague apology. A few agents added between *** and 10GB of data per line, saying thats all they were authorized to do. Despite these partial additions, I am still owed 5GB on each line, and the issue was never resolved.Between August 14 and 28, I spent over eight hours on the phone trying to resolve this. On August 28, I spoke with ***** (employee #******), who curtly dismissed my concerns, refused to escalate the matter, and claimed she was the highest authority. She said further requests were of no use due to too many tickets and declared the matter closed.I called back and spoke to *** (employee #******), who said upper management had placed a note that no further help should be provided. Though she agreed to schedule a supervisor callback for 8:00 AM on August 29, no one ever called.After weeks of stress and wasted time, Im left feeling frustrated, dismissed, and powerless. Im writing this to express deep disappointment and raise awareness of Tracfones unethical business practices.
Business Response
Date: 09/11/2025
Dear ***** ****:

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

Your complaint states that you currently have two active phone lines with TracFone, and that your accumulated data55GB on one line and 28GB on the otherwas removed from your account. When you contacted customer support for assistance, partial data replacements were applied to both lines.However, each line is still missing 5GB of data, and the issue remains unresolved.

Upon review, we confirmed that your TracFone account remains active with two lines ending in 6169 and 8788. Our records indicate that replacement plans were added to both lines in August to restore the missing data balances. It was also determined that a system glitch had caused the removal of your data. We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we will do our best to ensure that similar issues are prevented moving forward.

On September 1, 2025, we contacted you via phone at ************. During the call, you reiterated that each line was still missing 5GB of data. Following a thorough investigation, adjustments were made under reference numbers ********** and **********. You confirmed that the data balances were fully restored, and no further assistance was required.

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 1327614939.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/22/2025

Better Business Bureau:

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

Sincerely,

***** ****

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TracFone Wireless, Inc.

TracFone doing Business as Page Plus Cellular

TracFone Wireless

TracFone Wireless, Inc.

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