Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for TracFone Wireless, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,492 total complaints in the last 3 years.
810 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/14/2025
Type:Delivery 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.
ordered tcl 50 xl nxtpaper 5g on july 4th 2025. they said I would receive it from 1-3 days and it still hasn't arrived.
Business Response
Date: 07/31/2025
Dear **** ****** Jr.:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 14, 2025,regarding BBB Case number ******** complaints.

Your complaint states that the order you placed, which was promised to be delivered within 13 business days, has not yet arrived.

Upon review, we found that your order under order number 0201-AEC22ARRTC was processed on 7/4/2025 in which you paid $124.19. However, due to unforeseen inventory constraints, you experienced delays in receiving your device.

We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help. We will do our best to ensure that similar issues are prevented moving forward.

We have been actively working to resolve your concern, and we are pleased to inform you that the matter has been fully resolved. According to the tracking number 1ZY902R60240505423, your order was successfully shipped and delivered to ******, **, on July 15, 2025.

Multiple attempts were made to contact you by phone at ************* and via email at ***************** on July 14, 16, 17, 18, and *******. While we were unable to reach you by phone, you responded to one of our emails confirming that you received the phone.

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 1324483374.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/13/2025
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've been a customer with ********************** for ** years. I called TracFone about a month ago. And was on the phone with customer service for 1 hour. I was going through all the steps the agent had me do on my phone. To my horror 2 days later my phone was still dropping calls in the middle of conversation. Or I would call someone and it would say server not available. Ppl would tell me they called me and it would ring on their end. But I would hear nothing. YES my volume was up. I do not want sit on the phone for one hour again going through the same steps. I would like a repaired phone or a NEW phone. And not a refurbished phone. I drive 26 miles one way to work everyday. And I would hate if I had a Emergency and couldn't make a call. Or no one could return my phone call and get through to me. Please resolve my issue ****. I'm at home Monday-Thursday after 3:30 pm if you need to contact me directly through my home landline phone.
Business Response
Date: 08/01/2025
Dear ********** ****:

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

Your complaint states that you are experiencing issues with your phone service despite having already performed troubleshooting steps on your device. As a result, you are requesting a replacement device.

Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

We spoke with you on July 19, 20, 21, and 24, 2025, via phone at ************** regarding your device and service concerns. During these calls, we confirmed that your account is active and properly provisioned on the network. We also verified that coverage is available in your area and that no network outages were reported. A comprehensive set of troubleshooting steps was performed on your device; however, the issue unfortunately ************ a result, we proceeded with a phone replacement under reference number **********. Later, you informed us that you had decided to purchase a new device instead of waiting for the replacement, with order number 8902-255O500O2O. We offered to assist you in transferring your service to the new phone, but you preferred to call us back once you were ready to activate it, as you wished to explore the new device first.

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 1324762737.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/04/2025
Yes I've purchased a new phone. Will you have ******* call me ASAP after 3 pm to transfer my old phone to my new. Every time I call ***** I think his name is. Will not me speak with *******. I did not want to go without a phone by sending in my phone. And then waiting for TracFone to send me a phone. I would be without a phone for days waiting for it to come in the mail. Call me at my home number plz
Customer Answer
Date: 08/05/2025

Complaint: 23594397

I am rejecting this response because: Yes I've purchased a new phone. Will you have ******* call me ASAP after 3 pm to transfer my old phone to my new. Every time I call ***** I think his name is. Will not me speak with *******. I did not want to go without a phone by sending in my phone. And then waiting for TracFone to send me a phone. I would be without a phone for days waiting for it to come in the mail. Call me at my home number plz

Sincerely,

********** ****
Business Response
Date: 08/11/2025
Dear ********** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 5, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you do not want to go without a phone while waiting for the replacement phone. You wanted to be contacted by our agent to assist you in transferring the phone number to a new phone you purchased.

We reviewed your account and our records show that you transferred your phone number to a new phone on 8/4/2025, with reference number **********. On the same day, the number was transferred to another phone, with reference number **********. Our records show that the phone is active and provisioned.

We spoke with you at ************ on 08/07/2025. You confirmed that the phone number transfer has been completed and the new phone is working properly such as the calling, data and texting. Usage Records also indicate that the phone is working properly.

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 **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 08/15/2025

Better Business Bureau:

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

Sincerely,

********** ****
Initial Complaint
Date:07/13/2025
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 been a TracFone customer over 20 years without any issues. In June I decided to port my landline phone number to my TracFone. I made multiple calls and had many chats with TracFone to make sure this could be done without effecting my minutes, texts, data and triple minutes for life and was assured I would keep everything I had. The porting process was frustrating but after it was done I had ****** minutes, ****** texts and ***** gigs of data. I used the phone for 1 month, when on 7/5/25 I checked my balances they were all fine. I checked my balances on 7/6/25, one day later, and had zero balances on ALL! I immediately contacted TracFone to chat about this and "spoke" with 3 different agents who all told me my issue would be resolved within ***** hours. That was ok but I had no way to use my phone with no minutes or texts so Raymark was kind enough to add 9999 minutes, 9999 texts and 10 gigs of data. Then he told me to wait to see the rest of my balances updated to the correct amount. I've waited till 7/13 to see my issue resolved with multiple calls and chats over the week I have wasted over 3 hours calling TracFone and over 6 hours chatting with agents who ALL told me they saw the issue, said it would be resolved and would be escalated to the correct department. Now I am being told nothing can be done as they have added all the minutes and texts that they are going to. I want TracFone to do the right thing and return the minutes *****, texts ***** and data .57 gigs, that amount to $60.00, that were taken from me.
Business Response
Date: 07/31/2025
Dear ***** ********:

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

Your complaint states that your account balance consisting of ****** minutes, ****** SMS units, and ***** GB of data was removed. One ************* agent was able to restore ***** minutes, ***** text messages, and 10 GB of data to your account. As a result, you are requesting that the remaining balance of ***** minutes, ***** text messages, and 0.57 GB of data be reinstated.

We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help. We will do our best to ensure that similar issues are prevented moving forward.

Upon review, we found that your TracFone account is active and properly provisioned on the network. Records show that during the port-in process, your accumulated balance was lost. An initial replacement was added on June 5, 2025, under reference number **********. A subsequent adjustment to your balance was processed on July 15, 2025, under reference number 1324552419.

We attempted to contact you by phone on July 15 and July *******, at **************, but were unable to reach you. However, we received a response to the email sent to ********************** on July 18, confirming that your concern had 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 1324533105.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/01/2025

Better Business Bureau:

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

Sincerely,

***** ********
Initial Complaint
Date:07/13/2025
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.
We have paid for services from straight Talk and they refuse to activate phones. We are paying for services not rendered, and we have spent nearly 14 hours on the phone and online trying to get our phones activated and we keep getting a bunch of run around. They refuse to credit us for the time we have paid for and not been able to use our phones, and they have hung up on us twice now. It takes like 20 minutes of listening to very irritating automated garbage to even get on the phone with a customer service representative, and when we ask to speak to a manager, we get hung up on. We are very dissatisfied with straight Talk and we feel this should be investigated thoroughly, and that we should be compensated, both for the time that our phones have been not activated but have been paid for, and for all our time in trying to resolve the issue which they keep blaming on us or anyone but straight talk.
Business Response
Date: 07/31/2025
Dear ******* *******:

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

Your complaint states that you have been attempting to activate your phones without success, despite having already paid for a service that has not been rendered. You also mentioned that multiple calls to customer support have not resolved the issue. As a result, you believe you are entitled to compensation for the inconvenience and lack of service.

We spoke with you on July 15, 2025, via phone at *************, during which you reported being unable to use your services from July 9 to July 15, 2025, and requested a 5-day credit for each of your phones. You also informed us that, due to your involvement in personal projects, you are often unavailable by phone and prefer to communicate primarily via email.During the call, we agreed to further investigate your concern and follow up with you once an update was available.

Upon review, we found records of a port-in request made in July for the number ending in 6361 to a phone with a serial (IMEI) number ending in 1066. The records show that the port-in process was initially initiated on July 12, but the request was canceled and later resumed on July 13, under reference number **********. The line successfully received full service under the $35 airtime plan, with the transaction recorded under reference number 1324417681.

A second phone with a serial (IMEI) number ending in 2770 was identified and associated with the number ending in 9331. Records show that this number was ported out from Straight Talk on July 10, 2025, under reference number **********. Prior to the port-out, the phone was set to have service until August 6, 2025.

Please note that, as stated in our Terms and Conditions, if you choose to transfer or port out your number to another service provider,your ********************* will be deactivated immediately, and any unused service days remaining in your plan will be forfeited.

However, on July 12, 2025, the phone was reactivated by porting the number ending in 9331 back into the network, under reference number **********. The port-in process was completed the following day, and it was confirmed that the service was functioning properly. As checked, the line has valid record of usage. However, as a one-time courtesy, on July 16, 2025, a compensation in the form of a 5-day service extension was applied to the account, under reference number **********. The Service End Date of the line was change from August 12 to August 17, 2025.

The same courtesy was extended to the phone with a serial number ending in 3187, assigned to the number ending in 8091, which also received a 5-day service extension under the same reference number.

We communicated this update to you via email at ************************** confirming that the service extensions had been applied to your account.

As of this date, records show that you ported out two of your numbers on July 27, 2025, under reference numbers ********** and 1325290326.

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 1324491288.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/04/2025

Complaint: 23592518

I am rejecting this response because:

Sincerely,

******* *******
Initial Complaint
Date:07/12/2025
Type:Delivery 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 ordered the phone on the ninth from my nephew in ***********. ********, he's in a nursing home on hospice care and he can't get a phone from the nursing home. So I ordered him one I paid to have 2 days shipping and now they're saying it won't be there till Monday, which is 5 days? I've called the company. I've been on the phone for over 2 hours. And none of them will resolve it for me. And will not let me talk to a supervisor and then they blamed me that that I didn't get the email to confirm who I was, and she adamantly told me that it was me and not her, I have all 3 phone calls recorded. If you'd like to hear them. I need his phone there as soon as possible. He is on hospice. What good is paying for 2 days? Shipping, when it takes five days, time is of the essence in this situation
Customer Answer
Date: 07/12/2025
I found out from *** that they didn't receive phone until today. Can't be there in two days if they don't send for three days.

I have never been so aggravated talking with customer service being hung up on, not being allowed to speak to a supervisor after 20 requests.
Business Response
Date: 08/01/2025
Dear ***** *****-*******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 12, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you ordered a phone for your nephew and expect it to be delivered in two business days. However, you were told that it will take 5 business days upon calling customer support for assistance.

Upon review, we found that your order was placed on July ******, per order number 5100-0C0F8029T5. The order was for a ******** phone, a $40 airtime plan and a wireless ear buds with charging case that cost a total of $65.59. The record shows that the order was delivered on July 14, per *** tracking number 1ZY902R60240473351 and phone was activated the next day. The account shows to be well activated and provisioned in the network.

We spoke with you on July 20 and 26, 2025, via phone at **********.During these conversations, you requested a complimentary month of service due to a perceived delay in delivery. However, upon verification, the shipping was provided free of charge with an estimated delivery timeframe of 13 business days, and the package was delivered within that window. Therefore, we regret to inform you that your request for a service extension has been respectfully declined.

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 1324834775.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/12/2025
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 moto edge 2024 from total wireless and activated the service on Feb. 7, 2025 (the assigned phone number is ************). According to their unlock policy at the time of purchase, I should have the device unlocked automatically 60 days after activation. For me, I chose not to continue using their service after one month, and as of today (April 9, 2025) I don't have their service anymore. However, April 9 is already past their 60 day (after activation) unlock policy, my device is still locked to their network. Since they refused to unlock my phone under total wireless brand, I called the company and was told that I could rebrand to Tracfone and they would unlock my phone after 1 month of service (already had one month of service from Total wireless, so the total would be 2 months). I agreed and rebranded the phone to Tracfone. However, after 1 month on Tracfone, I called and they refused to unlock. This time they made another lie and told me they would unlock after two months on Tracfone. I naively believed them. I waited after two months on Tracfone, and called again. However, they still refused to unlock the phone, and I was told (again another lie) I need to pay for two months instead of two months of active service. This company keeps lying about its unlock policy. I am asking *** to investigate their policy and help all the customers who were negatively affected by this horrible company. I demand they unlock my phone immediately.(IMEI number is ***************).
Business Response
Date: 07/31/2025
Dear ******** ***:

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

Your complaint states that you request to have your phone unlocked as you followed all advised to meet phone unlocking eligibility.

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.

Upon review, we found that your phone with the serial (IMEI)number ending in 7677 was activated under Total Wireless on February 5, 2025,and was deactivated on March 6, 2025. On April 11, 2025, the device was rebranded as a TracFone and reactivated by transferring an existing TracFone number and service to it, under reference number 1318377804.

Please note that the updated unlocking policy, which took effect on April 1, 2025, states that your device is not yet eligible for free unlocking. The policy requires the redemption of an airtime plan directly on the specific device. In your case, the service was transferred from another phone rather than activated with a new plan on the device itself. As a result,when we checked your phones unlocking eligibility, the system returned the message: Not eligible insufficient time from device activation or 60 paid service days required.

We attempted to reach you multiple times via phone at *************, and emails were sent to ********************* on July 14, 15, 16, 17,and 20, 2025. However, we have not been able to speak with you, and no responses have been received 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 1324483433.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/04/2025

Complaint: 23590094

I am rejecting this response because: Tracfone changed their policy practice after I purchased the phone. They shoudl have honored their old policy for customers who purchased the phone before the policy change. They also kept lying to me about rebranding the phone to Tracfone. I demand they unlock my phone immediately without delay.

Sincerely,

Junliang ***
Business Response
Date: 08/14/2025
Dear ******** ***:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/05/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that TracFone should have honored the policy published when you purchased the phone. In addition, you mentioned that the matter regarding the rebranding of your phone is untrue, and you are requesting to unlock your phone immediately.

We understand your desire to use the device on another carrier's network, and we want to provide clarity based on our Unlocking Policy, which became effective on April 1, 2025. As outlined in our policy, for cellphones capable of remote unlocking (this includes most iPhones and some Android cellphones) that were activated with ********************* 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. Unlocking requests submitted on or after 4/1/2025 must comply with this policy. We found no Unlocking Request submitted prior 4/1/2025 for your account.

On the other hand, Transaction History shows that you initially activated the phone with a Total Wireless 30-day unlimited plan. The phone number ending in 1212 was later activated from a TracFone device with IMEI # ending in 2092 ********* *********** 2023), activating it in the TracFone brand. Afterwards, you requested to transfer the number back to your Total Wireless phone with IMEI # ending in 7677. In order for the TracFone plan to be transferred with the phone number, the Total Wireless phone was rebranded to TracFone.

We attempted to contact you via phone numbers *****************-253-1212, and have sent emails to ********************** on 8/8/2025, 8/11/2025, 8/13/2025, and 8/14/2025, to discuss the matter with your complaint. 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 **********.

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

Sincerely,

Executive *********************
Initial Complaint
Date:07/12/2025
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.
two days before july 5th i refilled my phone. it was working fine until one day it cut me off of calling and text. i paid for the ***** dollar plan for 90 days. i have talked to customer service many times and got no where.
Business Response
Date: 07/31/2025
Dear ****** ****:

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

Your complaint states that you refilled your phone with the $19.99 airtime plan, and your service was working as expected; however, you later experienced a disruption that prevented you from making calls or sending text messages. Despite multiple attempts to seek assistance through customer service, the issue remains unresolved.

Upon review, we found that you refilled your phone with the $19.99 airtime plan on 7/06/2025, which the plan provides 60 minute and 90 access days. The record shows that on 7/7/2025, one of our **************** Representative reprocess the renewal of service under reference number **********. The usage report of the line indicates that the service was actively used. On 7/14/2025,the account was renewed with the unlimited plan and is now set up with Auto Pay under the $15 unlimited plan per month.

We spoke with you on 7/15/2025 via phone at ************** and shared with you the findings of our investigation. During the call, you confirmed that your concern has been addressed and that your phone service is working well. 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 1324489268.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/11/2025
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.
Terrible customer service I've been a customer of *******'s for 20 years I just switched back over to straight talk the customer service hangs up they can't fix the phone they won't escalate the problem it's a disaster. How do they expect people to have a phone with no voicemail this could take 4 days it's unacceptable that's their answer and then they hang up on you
Business Response
Date: 07/31/2025
Dear ******* *******:

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

Your complaint states that you have some concerns with your phone service but customer service is unable to resolve the issue.

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.

Upon review, we found that your number was successfully ported to Straight Talk on July 10, 2025, under reference number 1324246054.However, the porting process experienced delays due to a pending order in the network system. Additionally, records show that your *** card was swapped from a device with a serial (IMEI) number ending in 4444 to one ending in 6610.

We spoke with you on July 14, 2025, via phone at ************* and shared the findings of our investigation. During the call, you requested to be contacted once the issue was fully resolved. As advised by the **********************, switching the *** card is not recommended, as the escalation details are tied to the originally activated device ending in 4444.

A follow-up call was made on July 16 to inform you of this advisory. On July 18, it was confirmed that all updates had been completed. We attempted additional follow-up calls on July 18 and July 21, but were unable to reach you. An email was also sent to ******************* but we have not yet received a response. Despite this, usage reports indicate that the service is currently active and in use.

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 1324483976.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/11/2025
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 use straight talk wireless which is owned by *******. They have been turning my service off at 11pm the day before my service is to run out for several months now. Using my phone as a business line it puts me out of earnings basically at their will. When attempting to contact their customer service they either put you on infinite hold or claim they will call you back within a specified amount of time. Neither of which is true. Rendering themselves unable to be contacted. This is in no way an exaggeration. As a long time customer this has become beyond inconvenient.
Business Response
Date: 07/05/2025
Dear Ms. ************************** you for contacting *************** of Executive Relations regarding **** ********** compliant. In her/his complaint, received on July 4, 2025, Mr. ******** mentions issues with his current carrier, Straight Talk Wireless.

Upon further review, weve determined the customers concern should be addressed by our Tracfone team. Per BBB guidelines, please forward **** ********** complaint to the appropriate *************

Letter Attached
Business Response
Date: 08/01/2025
Dear **** ********:

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

Your complaint states that Straight Talk has been discontinuing your phone service at 11:00 PM on the day prior to your Service End Date. Additionally, you expressed that contacting customer service involves extended hold times, which has become increasingly inconvenient for your business operations.

Straight Talk Terms and Conditions states that all Straight Talk Plans offered are on a monthly plan cycle where a month equals 30 days. To keep your Service active, you must purchase and redeem a Plan prior to your Service End Date. Your Service End Date is the last day of your Plan cycle and is determined by the date on which you activated your Service by redeeming a Plan with the day of activation being deemed day 1 of your monthly plan cycle.If you fail to redeem a new Plan prior to your Service End Date, your Account will be deactivated on your Service End Date. Your day of activation is deemed effective as of 12:00 AM on the day you activate service regardless of the time you actually activate your service. This may result in a partial day of service being deemed a full day of service provided.

Upon review, our records show that your Straight Talk account is active and that your service was successfully renewed on July *******. Prior to the renewal, your Service End Date was set for July 10, 2025,and the line was deactivated at 4:08 AM on that same day. There is no record indicating that your service was deactivated at 11:00 PM the night before, as stated in your complaint.

We spoke with you on July 16, 2025, via phone at **********.During the call, you shared that although your phone service was still active,it had stopped working approximately one hour before your Service End Date.

Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

We apologize the inconvenience the concern may have cause you and to avoid further service interruption, we suggested refilling the phone ahead of time, which you agreed.

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 1324552061.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/09/2025
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.
In March of 2021, I purchased an iPhone ** from Tracfone and opted to get the protection plan for $8.50 a month (TF Applecare Protect Monthly AR-Tier 3 agreement #************). In December of 2024, I added a new iPhone (iPhone 15) to my Tracfone account and with the help of a Tracfone associate, deactivated the iPhone **. Since then, I have been trying to cancel the protection plan for the ** that I am still getting charged for to this day with the latest being on 7/8/2025 (Order ID: ********************. I have not been able to do it on the Tracfone website and have been back and forth between Apple and Tracfone trying to get this canceled and the charges stopped. ***** can not help because they do not have enough information (Apple case #***********) and Tracfone has just transferred me continuously because every time someone tries to cancel it, there is an error message and it can not be done. Finally, on 6/22/2025, I was transferred to someone at Tracfone who gave me two ticket numbers-one for the cancellation (ticket #**********) and one for the refund (ticket #**********). She said I would hear back in 3-5 business days. On 6/23/2025, I was refunded for two months of charges ($17) but never heard about the cancellation. On 7/8/2025, I contacted Tracfone because I saw that they charged me $8.50 again. While on hold in the customer service line I used the chat feature on their website and got my case escalated with a return call in five minutes. That return call led to multiple transfers with the final transfer landing me back in the customer service wait line. After an hour I hung up.I have spent many hours on the phone trying to get this resolved, and at this point, I don't care about any additional refunds or anything like that. I just want the charges to stop.
Business Response
Date: 07/30/2025
Dear ******* *******-******:

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

Your complaint states that you enrolled in a protection plan for your iPhone XR at a monthly cost of $8.50. However, since you have already switched to a different device, you attempted to cancel the protection plan for the iPhone XR. Despite multiple efforts, the cancellation was unsuccessful. As a result, you are requesting assistance in resolving this matter.

Upon review, we found that your iPhone XR, with serial (IMEI) number ending in 6119, was enrolled in the handset protection program with a monthly billing of $8.50 until its deactivation on December 22, 2024,following a phone upgrade. Your number and service were transferred to a new device with serial number ending in 1243, under reference number 1311053666.

Our records indicate that after the upgrade, the handset protection billing was successfully transferred to your new iPhone 15, with charges occurring between the 8th and 10th of each subsequent month.Additionally, we found that refunds were processed for charges from May to the present, with confirmation IDs ****************, 97708043XC7UY1PF, and 78564549WCJ4711P.

We spoke with you on July 10, 2025, via phone at ************, and attempted to cancel your handset protection enrollment.However, a system error was encountered during the process. To resolve the issue, an escalation was submitted under reference number **********. A follow-up call was made on July 29, 2025, during which we confirmed that the cancellation was successful and your refund request was processed.

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 1324239083.

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: 07/31/2025

Although I do not fully agree with their telling of events (the protection was never transferred to the new phone which was part of the issue they were having) I would be willing to accept their response and end the case but not until August 11th if possible. I want to make sure that I will not be charged again and as they stated, my account is usually charged between the 8th and 10th of the month. I have been told before that it was canceled and ended up being charged again.
Customer Answer
Date: 07/31/2025

Complaint: 23577250

I am rejecting this response because: Although I do not fully agree with their telling of events (the protection was never transferred to the new phone which was part of the issue they were having) I would be willing to accept their response and end the case but not until August 11th if possible. I want to make sure that I will not be charged again and as they stated, my account is usually charged between the 8th and 10th of the month. I have been told before that it was canceled and ended up being charged again.

Sincerely,

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/31/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you wanted to make sure this case is resolved prior 8/11/2025, to confirm that you would not get charged for the protection plan.

Per our previous response, we confirmed that the protection plan enrollment in your account has been cancelled. Rest assured you will not get any more charges for the aforementioned enrollment.

We spoke with you on 8/8/2025 via phone number ************, and discussed the status of your AppleCare+Protect. We informed you that it was confirmed this enrollment is no longer active. In addition, you confirmed that the phone is working properly.

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 **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 08/11/2025

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,

******* *******-******

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