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.
790 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:08/26/2025
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 cell phone service was paid for a year which is an annual and it has been deactivated four times since February the 15th to August 24th and is still not connected back
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 26, 2025, regarding BBB case number ******** complaint.

Your complaint states that your phone service is valid for one year; however, it has been deactivated approximately four times between February and August, and it remains disconnected.

Upon review, we found that your TracFone account associated with the phone number ending in 8926 is active and properly provisioned on the network. Our records show that your number was initially linked to a device with an IMEI ending in 3050. At the time of activation, you added a $20 Unlimited Talk & Text plan with 4GB of data for 30 service days, which expired on March 15, 2025, along with a $125 Pay As You Go plan that includes 1500 minutes, 1500 texts, and 1536 MB of data valid for 365 days, setting your Service End Date to March 15, 2026.

Please note that when both plans are active, the system prioritizes usage from the Unlimited plan before drawing from the Pay As You Go balance.

On April 15, 2025, you transferred your service to another device (Ref. No. ***********, and again on June 5, 2025, to your current phone with IMEI ending in 4111 (Ref. No. **********). You attempted to redeem the $20 Unlimited plan on June 22, 2025, but the redemption was unsuccessful and was reprocessed on July 25, 2025 (Ref. No. **********), with the plan expiring on August 24, 2025. Since then, your service has been maintained using the remaining balance from your $125 Pay As You Go plan. As of today, your account no longer has minutes for calls or data, but still retains a balance for text messaging.

We spoke with you on August 27, 2025, via phone at ************, during which we explained how your plan works. As your paid plan was actively used, we must respectfully decline your refund request; however,as a one-time courtesy, we added 60 minutes to your account.

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 1327280170.

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:08/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been having problems with tracfone ever since the *** program ended. I am part of lifeline. I constantly have to buy data just to use my phone when I barely use it. I get 10 gigs of free data at the first of the month, the same day I get it, I get a warning saying i have used up my data. As soon as I turn my phone on I get that message. I have to buy data constantly just to be able to use my phone. They keep pressuring me to buy the unlimited plan when I try to explain to them I do not use my phone that much. When my data is supposedly off, my usage still goes up! It says I'm supposed to at least have 2G, but I spoke to someone on the phone and they told me that's only for people on the unlimited plan! It is getting ridiculous! I have spent at least 40 bucks in the past 2 months! I have followed everything I have been told and still can't get my data to last more then a day! Sometimes I will buy data in the morning and then it's gone by the night!
Business Response
Date: 09/08/2025
Dear ***** ********:

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

Your complaint states that your data allocation appears to be fully consumed on the first day of redemption, despite minimal usage. As a result, you purchased additional data but continued to experience the same issue.

Upon review, we found that you applied for the Lifeline program on March 14, 2022, and were successfully enrolled on March 18, 2022. Your Lifeline enrollment with ******** provides you with a free benefit that includes unlimited talk and text with 10GB per month of free data including 5GB of hotspot data.

Your SafeLink account remains active and is properly provisioned on the network. Our records confirm that your phone continues to receive the Lifeline benefit each month. Additionally, usage reports indicate that your monthly data allocation and add-on data has been fully utilized.

We attempted to contact you multiple times via phone at ************** and **************, and sent emails to ******************** on August 26, 28, 30, and September 3 and 4, 2025. However, we have not been able to speak with you, and no responses to our emails have been received.

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 1327212053.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/25/2025
Type:Delivery 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 received the Tracfon device in 6/22 and after many attempts to get it to work and trying to communicate with tech support I sent my device back on 7/09 and it was delivered to their office on 7/11 due to I could not get it to work and I could not get anyone to help me. I have all photos of the product sent in the original box and tracking number.
Business Response
Date: 09/08/2025
Dear ******* *****:

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

Your complaint states that you are requesting a refund for a defective phone received on June 22, 2025, which you returned on July 9.

Upon review, we found that your order for a mobile hotspot was placed on June 20, 2025, with a total cost of $236.99 under order number 2717-7A19872GAK. The device was delivered on June 23, 2025, via *** (tracking number 1ZY902R60240104473). According to the return tracking number 1Z8188Y10345920747, our facility received the returned device on July 11, 2025.

To resolve the matter, a refund escalation was initiated on August 27, 2025, under reference number **********. We received confirmation that the refund was processed on August 28, 2025, in the amount of $236.99, with refund confirmation ID *****************. Please note that credit postings typically occur within 35 business days, but depending on your financial institution, it may take up to 30 business days. You may contact your bank for verification of the posting.

We spoke with you on August 28, 2025, via phone at **************. During the call, we shared the outcome of our investigation, the refund escalation, and its approval. You confirmed satisfaction with the resolution, and no further assistance was requested.

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 1327220578.

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: 09/09/2025

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:08/24/2025
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.
Tracfone phone number: ************. On 8/22/25, I tried to send a text, but couldn't, then tried to make a call, but couldn't. When I later logged on to my account, I discovered that all the Tracfone minutes, messages and data were ZERO. I had just sent a text message the day before, on 8/21/22, so know that I had service on that day.The last time I checked my balances was about one month ago, on 7/23/25. On that day, I had 6983 minutes, 6845 messages, 7.12 GB data.I seldom use my cell phone, so there is no way that I used up all the minutes, messages and data since 7/23/25.I was on the phone with Tracfone for 82 minutes on 8/22/25, and *********, the person I worked with, could not restore anything for me. She told me to call back on 9/5/25. I was forced to use 1500 of my reward points to be able to use my phone, otherwise my phone would be completely useless. I bought 500 minutes, 500 messages, 500 MB, 30 days.I asked ********* numerous times to check my phone history to find out when and why all the minutes, messages and data disappeared. She spoke to at least 2 specialists to get an answer, but she was never able to get the numbers and dates for me.Looking at my phone history, it looks like since 7/23/25, I used less than 5 minutes on calls, and less than 30 messages. I seldom use mobile data, and the app data usage shows 22 MB from 7/29/25, and 308 KB from 6/29/25-7/28/25. I have mobile data turned off and use wifi. I turn on mobile data only when necessary, which isn't very often.I don't feel it's fair that I have to wait until 9/5/25 to have my minutes, messages and data restored, when it's clearly a problem caused by Tracfone. Everything should have been restored immediately.Tracfone, please restore all the minutes, messages, and data that were incorrectly removed from my phone. Thanks in advance for your help.
Business Response
Date: 09/05/2025
Dear ** ******:

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

Your complaint states that you were unable to use your service and discovered that your account balance had dropped to zero. You contacted customer support for assistance, but they were unable to restore your ********** a result, you were forced to use your ***** reward points to add service to your phone. You are now seeking assistance to resolve this matter.

Upon review, we found that your TracFone account is active and properly provisioned on the network. However, we identified that a system glitch caused your balance to be removed. We sincerely apologize for the inconvenience this may have caused and want to assure you that we are here to help.

To resolve the issue, we processed an adjustment to your account under reference number 1327150922.

We attempted to contact you via phone at ************** on August 25, 26, 27, and 28, 2025, but were unable to reach you. However, you responded to our email sent to ***************** confirming that your issue has been resolved and that 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 1327149652.

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: 09/08/2025

Better Business Bureau:

Thank you so much for your help in getting this issue resolved so quickly. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
FYI - I called Tracfone after they left me the first phone message and email on 8/25/25. Their response implies that they fixed the issue without my input. That would have been great, but is incorrect. When I called back on 8/25/25, I spent over 30 minutes explaining the problem again and was finally able to get everything restored. After everything was restored, they kept leaving phone messages and sending emails about this issue - it appears whoever helped me did not close the complaint. I had assumed there was just a lag between fixing the issue and closing the complaint. I finally sent them an email telling them the issue was resolved. I still received another phone message the next day, but thankfully the phone messages and emails have stopped.

Sincerely,

KT
Initial Complaint
Date:08/24/2025
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.
In the last week of March (3/30) I combined 2 lines of ***** service into a single line. At the time my line had 3385 minutes of talk, 3112 text, 2.26GB data and service end date fo 2/21/2027. The line to be combined had 1484 minutes, 1496 text, 1.42 GB data, and about 300 days of service. The total should be 4869 minutes, 4608 text, 3.68GB data and service end date of 12/19/2027. The customer service *** messed up and when combining the minutes/texts/data and changed it to expire every month even though my service end date was still correct.For the last 4 months I've had to call in to get this fixed since my minutes/text/data would get zero'd out around the 13th/14th of every month. Also this month August 14th the customer service *** only gave me gave me 1500 minutes, 1500 texts which is obviously incorrect. I'd like to have the company fix this properly with my total minutes/text/data so that I don't have to call in every month. I use very little minutes/text/data and should have over 4500 minutes/texts and the data should be about 3.5GB. Please try to help me get this fixed so that I don't have to call in every month.
Business Response
Date: 09/05/2025
Dear **** W:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 24, 2025, regarding BBB case number ******** complaint.

Your complaint states that your account balance was removed,and you are seeking assistance to resolve the issue.

Upon review, we confirmed that your TracFone account is active and properly provisioned on the network. Initially, your account showed a balance of ***** voice minutes, ***** text messages, and 4.41 GB of data. We also noted multiple replacement plan tickets submitted regarding the missing balance. We sincerely apologize for any inconvenience this may have caused and want to assure you that we are committed to resolving the matter.

To address the issue, we reviewed your usage report and redemption history to determine the expected balance. During this process, we identified a system error that caused the balance to be removed. With that, an escalation was submitted under reference number **********, and adjustments were made to your account under reference number 132-725-4030 to reinstate the missing minutes.

We spoke with you on August 27, 2025, via phone at ************, and shared the outcome of our investigation along with the resolution. You acknowledged the update, and your balance has been successfully restored. No further assistance is required at this time.

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 1327140260.

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:08/24/2025
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.
Hello,I am filing a complaint because Straight Talk is refusing to unlock my iPhone XR, even though I have met the **** unlocking requirements. I have had this phone on ********************* for several years, well beyond the 12 months of continuous service required for unlocking.I recently ported my phone number to *********** and discovered that my device is locked. On 8/24/25 at 1:47 pm, I called Straight Talks unlocking center. The representative told me my phone is not eligible to be unlocked because, according to their records, it has not been activated and would need to be active for 60+ days before they would unlock it.I am frustrated because I have been using this iPhone XR with continuous service from Straight Talk for years, which means I am eligible to have the device unlocked according to the *** rules.I have already ported my number to Mint, so I am without cell phone service right now because Straight Talk is holding my device hostage.I am requesting assistance to ensure Straight Talk complies with its legal obligation and promptly unlocks my phone. I have submitted a complaint with the *** as well.Thank you for your help protecting consumers.
Customer Answer
Date: 08/25/2025
On August 25, 2025, I spoke with a Straight Talk representative who reached out to me as a result of my BBB complaint from approximately 1:00 PM to 1:40 PM EST. The representative informed me that my phone was not eligible to be unlocked because it was "never activated." He claimed that in order to activate a phone, it must receive a brand-new SIM card and that because I used my SIM card from a previous phone in my iPhone XR, the device could not be unlocked. He further stated that I would need to purchase a new SIM card, maintain ********************* for 60+ days, and then request an unlock.
This explanation is inconsistent with Straight Talk/Verizon Values written unlocking policy, which states:
Verizon Value will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions: The cellphone was activated with ********************* by purchasing and redeeming an airtime plan on that specific phone (Activation).
According to this definition, I did activate my iPhone XR by purchasing and redeeming airtime service. In fact, I have maintained over three years of continuous active service with Straight Talk on this device. Therefore, my iPhone XR should already qualify for unlocking.
I am currently left without cell service while this issue remains unresolved. Straight Talk is not following its own published unlocking policy, and customer service representatives are providing misleading and contradictory information to prevent customers from unlocking their devices.
I am requesting that Straight Talk/******* Value immediately unlock my iPhone XR in accordance with their written unlocking policy and FCC unlocking policy.

Business Response
Date: 09/08/2025
Dear ******* ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 24, 2025, regarding BBB Case number ******** complaints.

Your complaint states that Straight Talk has refused to unlock your iPhone XR, which you have been using for several years. You are requesting the device to be unlocked so that you can use it with your new service provider.

We spoke with you on August 26, 2025, via phone at *************. During the call, you provided the **** number of the device you wish to unlock, ending in 5887.

Upon review, our records show that the iPhone XR in question is a Straight Talk-branded device. However, it is still listed as being in 'New' status with no history of activation. It was found that you inserted an old SIM card from another phone into the iPhone XR, which caused the system to fail to recognize the device as properly activated.

Straight Talk Wireless Unlocking Policy states that ******* Value will remotely unlock the phone when it becomes eligible for unlocking,provided it meets the following conditions:

* The cellphone must be in working condition and turned ON.
* The cellphone was activated with ******* Value service by purchasing and redeeming an airtime plan on that specific phone ("Activation")
* For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.

Please know that this Unlocking Policy is subject to change at any time without advance notice.

Based on this, we advised you to properly activate the phone and add service to it in order to meet the unlocking eligibility requirements.However, you declined to follow our recommendations, and no further assistance was requested.

We understand your desire to have the phone unlocked.However, the device does not currently meet the eligibility criteria outlined in our unlocking policy. Once the account reflects 60 days after paid activation and 60 days of paid active service, and the device meets all other conditions, you may resubmit your unlocking request.

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 1327127448.

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: 09/19/2025

Complaint: 23790665

I am rejecting this response because it is factually incorrect and contradicts the actions of Straight Talks own Executive Resolution Department.

While this BBB response claims my iPhone XR is not eligible for unlocking, Straight Talk has confirmed in writing that my device does meet unlocking requirements and has already unlocked it. My phone is now successfully unlocked and working with a new carrier SIM card.

I am satisfied that the matter is resolved; however, I reject Straight Talks response because it misrepresents the facts and could mislead the BBB record to suggest that my device was not eligible when in fact it was.

I remain frustrated by the inconsistent and contradictory information I received throughout this process. Had I not escalated my complaint through multiple channels, I believe Straight Talk would have continued to deny my lawful unlocking rights.

No further action is required, but I ask that the BBB record accurately reflect that my device was eligible and has been unlocked.

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 9/22/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that our previous response contradicts with what our customer support agent informed you. You mentioned that your phone is already unlocked. You expressed your dissatisfaction regarding the information provided and stated that no further action is required.

We understand your dissatisfaction regarding the information provided. In our previous, we provided the information available in our system, following our standard procedure and policy for unlocking. Nonetheless, we confirmed that an escalation was submitted to unlock your phone based on the *** card activated in it. This request was approved as courtesy, and we can confirm that the phone has been unlocked.

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 1327127448.

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:08/24/2025
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 $30 TracFone wireless pin card. From Dollar general store. It was stolen, before I could use it. I called customer service twice to resolve, because I have the receipt, they couldn't help after getting all my information. I am including all the information. In attachment the receipt. Please add to my plan. I just went in purchased another $30 pin card. In added to account. Today August 24, 2025. That's over $60 for 10GB. I need info also if any phone used the card, it was stolen in August 23, 2025. Also I am including another $30 purchased from a TracFone wireless provider that pric Guaged. Please note BBB this phone company is Scamming, they could have added the Plan with information on receipt, they knew I had to go get another pin card. I still suppose to have a year free Data plan that I nev r received.
Business Response
Date: 09/05/2025
Dear ***** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 24, 2025, regarding BBB case number ******** complaint.

Your complaint states that you purchased a $30 TracFone airtime card from a Dollar General store, but it was stolen before you could use it. You are requesting assistance to apply the plan using the information from your receipt.

Upon review, we found that your TracFone account associated with the phone number ending in 9786 is active and properly provisioned on the network. Records indicate that a TracFone $30 Unlimited Plan was recently added to your account.

We reviewed the receipt you forwarded with your complaint;however, it does not specify the brand of the service card purchased.Additionally, based on the information available in the receipt, we were unable to locate a matching airtime PIN in our system.

We attempted to contact you multiple times via phone at ************ and email at ******************** on August 25, 27, 28, 29, and September 1, 2025, but were unsuccessful in reaching you. We also have not received any responses to our emails.

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 1327131303.

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: 09/06/2025
my name is *****, I believe You Tracfone Wireless Are Trying To Be Funny, I reported The $30 phone card to you stolen or loss, This way No one could use It. Then I gave you what the receipts stated, You stated You needed more information, in could'nt add the plan, At that Time i went in purchased another $30 plan, Thats why you seen A plan added, Please Return My refund for the Receipt I gave You when I Wrote BBB. Or Activayte This Card Number Again. Thinks!
Customer Answer
Date: 09/08/2025

Complaint: 23790371

I am rejecting this response because: my name is *****, I believe You Tracfone Wireless Are Trying To Be Funny, I reported The $30 phone card to you stolen or loss, This way No one could use It. Then I gave you what the receipts stated, You stated You needed more information, in could'nt add the plan, At that Time i went in purchased another $30 plan, Thats why you seen A plan added, Please Return My refund for the Receipt I gave You when I Wrote BBB. Or Activayte This Card Number Again. Thinks!

Sincerely,

***** ****
Business Response
Date: 09/16/2025
Dear ***** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 8, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you reported your $30 airtime card as lost or stolen, and was informed that it could not be added. Therefore, you are now requesting a refund.

Please note that TracFone Wireless Terms and Conditions indicate that if you purchase a TracFone phone or airtime from a retailer store, your purchase is subject to the stores return policy.

We attempted to contact you via phone number ************ and have sent emails to ******************** on 9/10/2025, 9/13/2025, 9/14/2025, 9/15/2025 and 9/16/2025. However, we were unable to reach you, and have not yet received your response to our emails.

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 1327131303.

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: 09/29/2025
I ***** Did contact you after you tried to contact I have the recorded call, the **************** **** ***** I for A Card number again, I gave him the card number I both after I lost the First $30 card, He stated it was already used, I stated yes I just used it. I had TracFone wireless in the past put the lost card on a old used one. I did put the2 receipts for both on this complaint as evidence, it show one doesn't have a bar code Number, that is the Receipt for the Card lost or stolen. After I talked to the TracFone wireless **************** **** I purchased a third $30 pin card. I have 2gGB of data left, Please respond in tell I the phone number of the stolen card, by Receipt I sent, I need to make a police report, or just add the minutes 10GB to my Phone. In please stop your Staff from hacking my Device. ***************, ******, *******, 775.83,815.6(2)(d), 30 years in prison,933.02.
Business Response
Date: 10/08/2025
Dear ***** ****:

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

Your follow-up complaint indicates that the stolen airtime card you purchased was not added to your account, despite sending us the receipt.

Please note that TracFone Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

We attempted to contact you via phone number ************ and have sent emails to ******************** on 10/1/2025, 10/2/2025, and 10/7/2025 to discuss this matter. However, we were unable to reach you, and have not yet received your response to our emails.

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 1325398505.

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:08/23/2025
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.
They advertise to get a discount off phone service if you set up auto pay. I have set up auto pay multiple times because it failing so when I wake up, the service is off and not paid for automatically and then I have to manually go in and pay for it which cost more. This has happened on a minimum of two occasions. An example is it didnt work last month so I paid the bill, turned on auto pay, and then now on August 22 when auto pay was turned on it didnt work so I woke up without service and had to manually pay $60 something versus the $50 or $55. when I reached out to customer service, they were saying that sometimes a debit card does not work and then I need to use a credit card for autopay that is not in their disclosures and does not make sense. I said that its a bank debit card not a prepaid debit card and after that he pretty much just said well. Its set up now, that is not the issue it sets up successfully, but then doesnt work. Then he attempted to ask and say that its my service thats not working? So he had me try text and calls and turn my Wi-Fi off and the application did not work the Wi-Fi. He said he will fix it, but I am a little lost still on my auto pay is not working.
Business Response
Date: 09/05/2025
Dear ***** *****:

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

Your complaint states that you enrolled in Auto Pay to prevent service interruptions. However, despite this setup, your phone service continues to be suspended, and Auto Pay does not appear to be functioning as intended.

Upon review, we found that your Straight Talk account is active and enrolled in Auto Pay. With Auto Pay, new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis.

Our records show that your account keeps getting deactivated on your Service End Date and had to pay for your plan via app to get reconnected. Purchase history of the account does not show any decline payment for your Auto Pay enrollment as well. We do apologize for the inconvenience this concern may have caused you. Rest assured we are here to help.

We attempted to contact you via phone at ************ and email at ********************* on August 25, 27, 28, 29, and September 2, 2025.While you responded to our emails with your preferred callback time, we were still unable to reach you by phone. Please be assured that this matter has been escalated under reference number **********, and we are currently awaiting an update.

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 1327149434.

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:08/22/2025
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 went and I bought a ******** G phone. I signed up for Straight Talk. I am a senior citizen I am **********. I need a phone to call my doctors. I lost my phone and found it. I don't remember my passcode I don't remember my login security question of favorite teacher. I don't remember how to get into my email. I have been talking to Straight Talk rude ugly customer service in the *********** for 2 days. I've spent hours on the phone they have been rude indignant. They speak poor English they can't communicate back. They don't understand what you're saying to them and they communicate back that they understood it inappropriately. The customer service for Straight Talk is abusive towards senior citizens. I simply want my phone turned back on. My phone is turned off. It is Saturday at 4:00 and I have been screaming at the *********** for 6 hours. At this point I am not using this service anymore. Not only do I want my phone turned back on I want my phone unlocked so I could sell this phone and move on to another carrier. My daughter just bought me a better phone for my birthday. I should not have to suffer the indignities of Straight Talk nor the horrible customer service out of the ***********. The last agent and I use that word lightly has just kept me on hold 62 minutes. Doing nothing
Business Response
Date: 08/10/2025
P.O. Box 10
****************-0010
August 10, 2025
Better Business Bureau of **********
**************************************** Rd. Building A, Suite 202
**************************
RE: Complainant: *** ******
Complaint Number: 23724751
Dear Ms. **** *.:
Thank you for contacting **************************** Relations regarding *** ******** compliant. In her/his
complaint, received on August 10th, 2025, requesting his service with Straight Talk to be reconnected.
Upon further review, **** determined the customers concern should be addressed by our Tracfone
team. Per BBB guidelines, please forward *** ******** complaint to the appropriate *************
Email: ****************************************************************
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has
caused.
Sincerely,
*******
Executive Relations Analyst
Business Response
Date: 09/05/2025
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 found your lost your phone and wanted to reinstate its service. However, you had trouble in authenticating your account by providing your security PIN, the answer to your security question and you are unable to access your email as well. You tried seeking assistance with customer support but your concern it still unresolved. As a result, you are requesting resolution to this issue and your phone be unlock.

Please note, to safeguard the integrity of its customers data, Straight Talk ********************** implements its customer account authentication policy in accordance with strict security guidelines. Any changes to an account must be authenticated.

Upon review, we found a Straight Talk account with a phone having the serial (IMEI) number ending in 3356. The phone was reported stolen and to reactivate it, the account must be authenticated. We found that the matter was escalated on August 9, 2025, under the reference number **********. To this date, the phone has been cleared and ready for a reactivation. However, the phone does not meet the Straight Talks unlocking policy.

Straight Talk Wireless Unlocking Policy states that ******* Value will remotely unlock the phone when it becomes eligible for unlocking,provided it meets the following conditions:

* The cellphone must be in working condition and turned ON.
* The cellphone was activated with ********************* by purchasing and redeeming an airtime plan on that specific phone ("Activation")
* For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.

Please know that this Unlocking Policy is subject to change at any time without advance notice.

Our records show that phone was activated in April 2025 and was active for only a month (30 days) of service. As we checked the phones unlocking eligibility, the system prompted the message, Not eligible -insufficient time from device activation or 60 paid service days required.Thus, we had to decline your unlocking request.

We attempted to contact you via phone at ************** and email at ********************** on August 26, 27, 28, 29 and September 1, 2025. However, we were unable to reach you and you have not responded to our emails. We understand that you desire to have your phone unlocked, but your device does not currently meet the eligibility criteria for unlocking as outlined in our policy. Rest assured once the account reflects the required 60 days after paid Activation and 60 days of paid active service, and the device meets the other conditions; you can resubmit the unlocking request.

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 1327261958.

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:08/22/2025
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.
Trac phone took away all my service after speaking to an agent to was very rude yesterday, and today, on Aug. 22, 2025, they are claiming I have no service left. It is not possible since the day before, I had plenty of service.
Customer Answer
Date: 08/23/2025
Good morning and yesterday, I tried to fix the issues again, with the "chat help" from my phone. I was on the chat with **** **** for almost ONE HOUR, and **** **** claimed he was checking. This went back and forth, and today, I will take a picture of the chat to show you, but I cannot do that now since Tracphone disconnected my service, even though the representatives that I called in person, ******, said that I would get a call back yesterday because I asked for them to check my usage since I enrolled, on Sept. 23, 2024, and ending Sept. 24, 2025 as I do NOT use the phone often. I had to buy texts yesterday because as a disabled senior, I get texts for my medical rides to the doctor and hospital. If I did not do that, the medical van would not have been able to contact me. This has caused me a great deal of stress and anguish, as the phone and service has not worked properly since the beginning, and I was told I needed a new replacement phone, which would be free, since I also bought my phone from them. When I called to get it replaced, the agent on August 21st, told me I still had time, but after the rudeness displayed by "******," (not sure that was the name), took away everything from my phone leaving me with zero balances. I did not use up all the time, and had to add some data, because the phone was not working properly. The agents all say they are helping, and everyone of them has disconnected me!
Customer Answer
Date: 08/26/2025
Good morning and I have to say that TracFone handled this very quickly and it was resolved on Monday. The corporate office was very helpful, especially ****, who was patient and had my phone issues completed that very day. Thank you for advising them, and thank them for taking care of this so promptly, and I advised TracFone as well by email. The BBB does a great service to us all!
Sincerely,
***** ****

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