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.
793 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:08/29/2025
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 started the process for a phone promo code, on or about 15 Aug 25. I logged on through the Straight Talk app to select a phone promo of $100, I have ****** points the promo code is only *****. The app states "We apologize. We cannot process your transaction at this time. Please try again later or call us at **************." I think ok maybe it's an app issue try the browser so I try in ****** Chrome, and Firefox with no success. I chat with an agent they explain it's because I am on the bronze plan and need to upgrade to silver. They update my information and plan, and inform me to try again on 18 Aug because that will be when the silver plan begins contract. I wait until the 18th and get the same error. I try another chat to resolve the issue with no success. I finally call the company on 22 Aug spend 1hr 45 mins on the phone to have a ticket opened because just like the prior help requests the agents also encountered the same error. The agent stated she would follow up on 25 or 26 Aug at 5 pm but didn't. I called 27 Aug, the agent stated the ticket was still being worked but that I would receive the promo code when it was resolved. I called again 28 Aug to find out the ticket was closed, spent an hour on the line with an agent who received the same error code multiple times and stated that a new ticket would be opened. I can no longer believe that my errors are being addressed by this company.
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 tried to redeem a $100 phone promo code through the Straight Talk app on August *******, but faced persistent errors despite having sufficient reward points.After multiple failed attempts via different platforms and support channelsincluding chats, calls, and a ticket that was eventually closed without resolutionyou still have not received the promo code and feel the issue remains unresolved by the company.

After reviewing your account linked to the phone number ending in 2128, it shows active status and a purchase of the $45 service plan on August 13, 2025, which includes unlimited talk, text,and data. An escalation ticket (No. **********) was created on August 22 regarding your issue with redeeming rewards points for a promo code, but it was automatically closed the same day. We sincerely apologize for any inconvenience this may have caused.

We spoke with you on September ****** via phone number ************ regarding your account status, during which you mentioned that you no longer wished to pursue the promo code redemption and declined further assistance.

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 Straight Talk Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:08/29/2025
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.
30 min online trac phone site would not log me in 30 min on phone, to dis**nnect all service and they were not able to do that, and to stop all future charges will need to ask credit card ** to dispute since in a reasonable amount of time 1 hour to try to dis**nnect service we were not able to do that due to trac phone issues with their end not mine
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 were unable to access your My Account portal, and when you attempted to call to cancel your service and stop the Auto Pay enrollment, your request was declined.

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.

Upon review, we found that your TracFone account ending in 6501 was deactivated on August 29, 2025. On the same day, a refund escalation amounting to $16.88 was submitted under reference number **********. We received confirmation that the refund was processed on that date, and the credit posting typically occurs within 35 business days. It was also noted that a representative from the refund department reached out to you to provide the update.

Additionally, on September 1, 2025, a follow-up call was made to you at ************. During the call, you confirmed that your concern had been resolved and that no further assistance was needed.

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 1327603954.

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:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Earlier this year my Tracfone *********** (4G) suddenly lost service, and all of the minutes/text msgs/data went to 0. At the time I had over 6000 minutes (that's, what, 100 hours?), 21K SMS, and over 12 GB data. ****. Suddenly vanished. I called Tracfone, explained what happened, and the agent was a *unicorn* - she confirmed Tracfone was having a problem, they were working on it, and she went to another screen (maybe billing?) and confirmed that though my phone showed 0 minutes, 0 texts, 0 GB of data left, Tracfone had the actual correct data, which she then read out loud to me. (So when they tell you they don't know your real amounts, they are lying.)A couple of weeks later, the phone when out again. This time, I called several times, and all the agents said I had used up my minutes/txts/data and that was that. Recently, I tried one more time. The guy had some fun with me. He said, "Our systems just went down. I'm sorry about your issue, but I cannot check on it now. But I will call back Sunday after 3PM and help you with this." Of course he didn't call back. I will send you a screenshot of my data on April 1, 2025, after the original issue was resolved, and then another one 2 weeks later. The faulty Tracfone has phone number ************.I want all of my minutes, texts, and data restored. I paid for it. If they cannot support 4G phones - if that is the issue - then they can ADD the minutes, texts, and data from my 4G hone to my 5G Tracfone. Yes, I have two Tracfones. Never had a problem in 20 years of Tracfone service, until this year. I'm wondering if they're trying to get rid of 4G users.
Customer Answer
Date: 08/29/2025
I am adding the problem phones phone number and IMEI number
Customer Answer
Date: 08/29/2025
As of 2pm Central Daylight Time, my minutes, text, and data have been restored. I CONSIDER THE SITUATION RESOLVED. (As long as it doesn't happen again.)
NOTE: It's interesting that 3 different customer-facing agents told me that I must have used up all of my minutes, texts, and data (magically all in the same short period of 2 weeks), and that's why the amounts were all zeroed out.
But when I filed a complaint with the BBB, and you contacted Tracfone about the situation, they quickly located the missing amounts. (Actually, they padded with a little extra, presumably to assuage the pain/suffering/inconvenience I experienced.) Funny how that worked.
Thank you so much for helping me to resolve this situation.
Sincerely,
**** *****
Initial Complaint
Date:08/28/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered a phone in June and cancelled the order as it didn't come on time. It came in July. Credit card was charged. I spent a week trying to get the address to return it. Sent back July 14 and tracked it saw it got there. Spent hours on the phone trying to get a refund. Finally was told to dispute the charge, Credit card was cancelled and waited a week and a half for new one. Still no refund. As of today Aug 28 still no refund. Secu has contacted them and I've had several talks. I need some help to get this money back.
Business Response
Date: 09/10/2025
Dear ***** *******:

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

Your complaint states that you returned the order you placed in June 2025 back to the warehouse for a refund, since it was not delivered on time. It appeared to have been returned on 7/14/2025; however, you have not received the refund yet. You were also advised to dispute the charge; however, you still have not received a refund.

TracFone Wireless Terms and Conditions indicate that if you purchased your phone from Tracfones official website, you have thirty (30) days from the date your phone was delivered to you to return it to us for either an exchange or a refund. To process a return, you must follow the return instructions that came with your Phone and pay for the shipping cost to send it back to us.

To be eligible for a return you must meet the following requirements:

The phone you are returning must have been purchased from Tracfones official website and the **** numbers must be verified.

You must return the phone in like new, working condition, returned in the original manufacturers packaging with all included accessories, including, device, battery, charger, and manual. The phone must not have any liquid or physical damage.

You must pay for the cost to ship the phone back to us and include a copy of your receipt.We have contacted you on 05/23/2025 via phone number ************. We discussed about the status of your account

If anything is missing or device is not in like-new condition, your shipment may not be accepted. If a device has physical or liquid damage it cannot be returned and a credit will not be issued. Tracfone will return ineligible devices to you at the same address shown on the shipping label. No restocking, handling, or shipping fees will be charged to you for this device return.

A review of your account confirms that you placed an order, number 0282-8N2A288F8T, on July 1, 2025, for a total of $206.02. The order was successfully delivered to *************, **, on July 7, 2025, as verified by *** tracking number 1ZY902R60240319349. On July 16, 2025, you initiated a return. The package was received at our facility in **********, **, on July 18, 2025, with *** tracking number 1Z99V1810334512075. Upon inspection, it was determined that the return was incomplete, leading to the issuance of a partial refund of $64.19 on July 18, 2025.

Our records further indicate that on August 29, 2025, you filed a chargeback with your financial institution for the remaining balance of $141.83. You may contact your financial institution for verification of these chargeback credits.

We attempted to reach you multiple times via phone at ************ and emails were sent to ************************* on 08/28/2025, 08/30/2025, 09/01/2025, 09/04/2025 and 09/05/2025; however, we were unable to speak with you and you have not responded to our emails.

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

Please refer to email reference number ******* or Ticket Number 1327395335.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 09/11/2025

Better Business Bureau:

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

Sincerely,

***** *******
Initial Complaint
Date:08/28/2025
Type: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.
On 8/20/2025 at 12:09, I contacted Straight Talk customer service regarding my account. During the call, a representative who identified herself as ******** (and later claimed to be a supervisor) told me to climb to the top of a building and talk to God.This statement is extremely unprofessional and harmful it is a metaphor for telling someone to jump off a building. As someone with a history of suicide attempts, this was deeply distressing and completely unacceptable conduct from a customer service representative.When I requested to escalate my complaint to another supervisor, I was told none were available. The representative later refused to provide her full name or identifying information.Straight Talk has failed to provide any meaningful follow-up, and I have been left on hold for over an hour when attempting to resolve this issue directly.
Business Response
Date: 09/10/2025
Dear **** ******:

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

Your complaint states that during a call on August 20, 2025,a representative named ******** made an extremely unprofessional and harmful remark. As a result of this experience, you are requesting a formal apology, a review of the call recording, and appropriate disciplinary action to be taken against the employee involved. Additionally, you are seeking improvements to company policies or staff training to prevent similar incidents in the future,as well as monetary compensation for the distress caused.

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 attempted to contact you via phone at ************** and email at ****************** on August 29, 30, and September 2 and 3, 2025, but were unable to speak with you, and we have not received a response to our emails. However, during our call on September 3, we spoke with **** who identified herself as your girlfriend. She informed us that you, **** ****** has passed away and confirmed that it is appropriate for us to close the case.

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 1327405165.

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:08/28/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been with TracFone for 16 years. We paid 100 .00 April 2025 for a year of service, the phone locked up beginning of July they had us factory reset, which didn't help. Said send in old phone then would get a label to send back broken phone, neither happened. I call again, they send label which can't be printed, call again now wait for a label in the mail send back the old phone they got it July 31st( 2 wks later) were supposed to send a replacement phone within 24 hours . Never received a phone call beginning of August and they said they got it expect a phone 3 to 5 days never received. Call back again supposed to be here the 8th of August, never received. Talked to **** Aug 18 said it would be here 3 to 5 days he put in an expedite ticket to the warehouse still no phone talked to someone last week said he didn't complete the process and it would be her 3 to 5 days....still not here. Call today and told they still haven't sent out a phone and that he can't even say that they are , will not refund my money or let me talk to anyone higher up. We just wanted a phone to be able to use the service we paid for if they are not willing to do that after 2 months of back and forth we would like a refund so we can go elsewhere.
Business Response
Date: 09/10/2025
Dear ***** ********

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

Your complaint indicates that you have been a TracFone customer for 16 years and paid $100 in April 2025 for a year of service. After your phone became unusable in July,several attempts to resolve the issueincluding resets, shipping delays, and multiple follow-upsdid not result in a replacement device. Despite repeated assurances, you have yet to receive the phone and are now requesting a refund due to the ongoing inconvenience.

In our review, you activated your service with TracFone Wireless on 2/26/2022 with device serial number ending in 7682. On 6/26/2025,you reported the device defective and out of warranty exchange, ticket was created to send you a replacement phone, with reference ticket number **********. The warehouse confirmed receipt of the defective phone on July *******, but due to the unavailability of the *********** model, the replacement was delayed. We sincerely apologize for any inconvenience this may have caused.

During our conversation on August 29, 2025, via phone number **************, you agreed to receive a comparable device, and the ticket was updated to reflect the Moto G 5G model.

The replacement device, with a serial number ending in 6417, was delivered on September 4, 2025, via *** tracking number 1Z7X28F00257320286. It was activated the same day through a phone upgrade under ticket number **********, and you confirmed that all services were functioning properly.

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

Please refer to email reference number ******* or 1327397430.

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

Sincerely,

Executive *********************
Customer Answer
Date: 09/10/2025

Better Business Bureau:

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

Sincerely,

***** ********
Initial Complaint
Date:08/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,After change of some system at their end, Tracfone zeroes Remaining Text Balance Every Month for my plan. After talking to various agents for hours and raising Service Requests, they reinstate it. My remaining text message balance at the beginning of this month was ******. Today when I checked the balance, it's again back to zero. This time they are not ready to reinstate it saying that I have used all my text messages. I have not used even a single text this month. They are lying and asking me to pay them and buy more Text Messages. Thieves! No way I can use those many text messages. I have screenshots to prove the text balance from 01st Aug. I need help with this please. I want them to reinstate my Text balance and make sure this issue does not occur every month. They want me to buy when I already have balance. That's no let then loot.Thank you so much.PD
Business Response
Date: 09/10/2025
Dear ****** ******:

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

Your complaint states that your text messaging balance of ****** units was removed from your account, and this remains an ongoing concern.

We spoke with you on August 28, 2025, via phone at *************. During the call, you provided your account information associated with the number ending in 3993.

Our records confirm that your TracFone account is active and properly provisioned on the network. As of our latest check, your account shows a text messaging balance of ***** units.

To verify your concern regarding the missing balance, we reviewed your redemption history and usage report. It was determined that a system glitch caused the removal of your text balance. We sincerely apologize for the inconvenience this may have caused. Please be assured that we are taking steps to prevent similar issues from occurring in the future.

To resolve the matter, we performed the necessary updates on your account under reference numbers ********** and 1327381659.

We attempted a follow-up call on August 29, but were unable to reach you. As a result, we sent an email to ******************** regarding the update. We have since received confirmation from you that the issue has been resolved.

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

Please refer to email reference number ******* or Ticket Number 1327337305.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/10/2025

Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:08/27/2025
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.
My balances of ***, data, and minutes on my phone have been changed to zero once. After 3 hours with 4 different customer representatives, they were partly restored. The *** balance was again set to zero 3 weeks later. The customers **** (again several hours of discussion) would only restore a fraction of the original *** units-from ******+ originally to ******, and now to 1500. Then yesterday *** was again set to 0. I ended up just purchasing more *** to avoid trying to correct it with the Tracfone service representatives.
Business Response
Date: 09/09/2025
Dear ******* *****:

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

Your complaint states that your balance was removed from your account, and this has been an ongoing concern for you.

Upon review, we found that your TracFone account associated with the phone number ending in 9669 is active and properly provisioned on the network. After checking your accounts redemption history and usage report, we confirmed the remaining balance. It was also determined that the removal of your accumulated balance was due to a system glitch. We sincerely apologize for any inconvenience this may have caused and assure you that steps are being taken to prevent similar issues in the future. To resolve the matter, we updated your account under reference number **********.

We attempted to contact you via phone at ************ and ************, as well as via email at *********************** on August 28, *****, September 3, and 6, 2025. Unfortunately, we were unable to reach you and did not receive a response to our emails. However, our records indicate that you returned our call on August 28 and acknowledged the update made to your account.

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 1327333520.

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,

******* *****
Customer Answer
Date: 09/22/2025
I called Tracfone 6 times trying to resolve problems caused by their inability to properly maintain accurate records of my account's balances for phone usage. They repeatedly failed to fix problems which disabled my phone 3 times. As a last resort I filed a complaint through the BBB and the **************************************. Tracfone finally responded to my complaints that they had basically ignored for 3 months. Thank you BBB!
Initial Complaint
Date:08/27/2025
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.
On may 2, 2025 my tracfone account was automatically refilled as usual for a year.Soon thereafter my ***** minutes and texts disappeared. I have tried at least 5 times to speak with a *** to have them restored but only once did it happen for a month then disappeared again. I have been a customer for almost 40 years ! This is inexcusable. I want my ***** minutes and texts restored.
Business Response
Date: 09/09/2025
Dear *** ******:

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

Your complaint states that after recently refilling your phone, the balance of ***** minutes and texts was removed from your *********** are requesting assistance in resolving this issue and restoring your lost balance.

Upon review, we found that your TracFone account is active and properly provisioned on the network. However, due to an unexpected system glitch, your accumulated balance was removed. With the assistance of our investigation team, we were able to confirm your remaining account balance. We sincerely apologize for any inconvenience this may have caused and assure you that we are taking steps to prevent similar issues in the future. To resolve the matter, we performed the necessary updates to your account under reference numbers ********** and **********.

We spoke with you via phone at ************** on August *****, September 1, and 5, 2025, during which we discussed the status of your account and confirmed that your balance was successfully updated as per the reference tickets. You acknowledged and confirmed the update during the call,and no further assistance was requested.

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 1327321560.

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:08/27/2025
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.
On August 18th, I attempted to pay my phone bill with Straight Talk Wireless. I submitted two payments one was declined, and one was successful. However, both transactions resulted in money being withdrawn or held from my bank account.When I contacted Straight Talk, they told me they could do absolutely nothing about the funds being held for the declined payment. As a result, I requested a refund for the successful payment and thankfully, I did receive that refund.However, the declined payment is still showing as pending with my bank, and according to my financial institution, Straight Talk is still placing a hold on those funds. Since the payment was declined on Straight Talks end, I dont understand why the hold hasn't been *********** this point, Ive been left without service and without access to my own money, with no solution in sight. Im not looking to buy a PIN or continue service. I just want my funds *********** requesting that Straight Talk:1. Release the hold on the funds from the declined payment.2. Stop prompting me to purchase a PIN, as I no longer want to continue service.This has been extremely frustrating and inconvenient. I expect a timely resolution.
Customer Answer
Date: 08/27/2025
They refused to help me once I told them I've made a complaint with the BBB.
Business Response
Date: 09/09/2025
Dear ****** ******:

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

Your complaint states that you paid for your plan, and while one charge was declined and the other was successful, both transactions resulted in funds being withdrawn from your bank account. You have already received a refund for the successful payment; however, the declined transaction is currently showing as being on hold. You are requesting the release of those funds, as you no longer wish to continue with the service.

Upon review, our records show that on August 18, 2025, your account's purchase history reflects two payment attemptsone successful and one declined. The successful payment of $37.77 was refunded on the same day. As a result, your line was deactivated on August 19 due to non-renewal of service.However, you reactivated your phone on September 4, and your account is now active and properly provisioned on the network.

We spoke with you on September 8, 2025, via phone at ************. During the call, you confirmed that the previously pending transaction with your bank had been cleared, and we verified that your service is functioning as expected. 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 1327327720.

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

Sincerely,

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

Complaint: 23804402

I am rejecting this response because: I did receive my money back but the company is not acknowledging the 14 day hold and the response I got from their agents to do nothing and also to wait until the BBB responded. Unacceptable.

Sincerely,

****** ******
Business Response
Date: 10/01/2025
Dear ****** ******:

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

Your follow-up complaint states that you were able to get the money back. However, the company did not acknowledge the 14 day unauthorized hold of the money on your bank and you got no response from the representative.

An investigation determined that you initiated an online renewal of your Straight Talk phone service on August 18, 2025. The initial payment attempt was declined. A subsequent payment transaction was successful, for which you requested and confirmed receipt of a refund. However, the declined payment remains pending with your bank. Furthermore, the phone account was deactivated on August 19, 2025, due to a failed renewal, and was reactivated on 9/4/2025.

We spoke with you via phone number ************ on September 28, 2025. During our conversation, you confirmed receipt of the refund for the payment made on August 18, 2025.

We understand your frustration regarding the lack of information about being billed twice, which led to your decision to involve the Better Business Bureau (BBB). We previously explained that only one charge was successful, and the other was a failed payment. The amount shown as deducted on your billing statement was a pre-authorization and will revert to your card. We apologize for the inconvenience this has caused you and for not providing clarification timely.

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 1327327720.

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.