Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pre-Paid Phone Cards.

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

3,360 total complaints in the last 3 years.
789 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:08/24/2025
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,
***** ****
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.
6/24/25 reported cell phone not working. i was told phone with number ************, would be replaced by tracfone, 3-5 days after they recieved broken phone.On 7/7/25 spoke to *******, and told broken phone recieved, and transfered to warehouse, ****** said i'd get replacement phone by 7/11/25. On 7/17/25, talked to centea got ticket number ********** got disconnected in transfer to warehouse. called back,disconnected. again. finalyconnected to ***** ,she checked all my information, she said i would get replacement in 3-5 days. ***** told me to use ************ then ****** to get quicker connection. I called and talked to herginwho gave me wrong information. I called back and talked toBranden, he checked all my info and said he would give me expidited service for replacement phone. I called7/31/25 talked to *******, she said they would use a previous ticket number ********** ,after she checked all my informatio.she said i would havereplacement in 5-7days. 8/8/25I checked my online account, and got a tracking number ****************** turned out to be bogus. ON 8/12/25 i spoke with ***** for over 1 hour. she re verified all my information and said she would use ***** for shipping and extent my contract for th lost time tracfone had caused. she assured me i would have my replacement phone by that friday ,between noon an 7 p.m.. Surprize, no phone. ON 8/22/25 i talked to ***** , she told me she coud not verify my information and told me i was not entitled to a replacement phone. i told her after seven times having my information verified that was wrong and i asked to talk to her supervisor, after several minutes, she told me none were availible and she would have to call me back. If they don't wish to honor the replacement commitment i feel they should buy back the 5400 minutes i have bought over the life of my contract and not been able to use.
Business Response
Date: 09/04/2025
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 return a defective phone and was promised a replacement device.However, you have yet to receive the replacement.

Upon review, we found that on May 27, 2025, an out-of-warranty phone replacement ticket (**********) was created to replace your defective device. *** return tracking number 1Z6980XX9072794728 confirms that our facility received the defective device on June 26. However, due to the unavailability of your phone model, we were unable to ship the replacement in a timely manner. We sincerely apologize for any inconvenience this may have caused. Rest assured, we are committed to resolving the matter.

To move forward, we updated the ticket and selected an in-stock comparable phone as your replacement.

We attempted to contact you via phone at ************** and email at ************************ on August 25, 26, 27, 28, and 31, 2025.Although we were unable to speak with you directly, we did receive your email inquiry regarding the delay in receiving your replacement device and your inability to activate it immediately.

Our records show that the replacement phone was successfully delivered to your address on August 29, 2025, as confirmed by *** tracking number 1ZY870930200439521. The device was activated on September 2 under reference number **********. We also found that activation was delayed due to a failed account authentication process, which required an escalation to override the procedure under reference number 1327543009.

As of today, the replacement phone is active, and usage reports indicate that the service is being utilized.

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 1327158202.

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:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
--------- Forwarded message ---------
From: ***** ******** <*********************************>
Date: Mon, Sep 8, 2025 at 9:01 AM
Subject: tracfone respnse to complait#********
To: ************************************** <**************************************>

tracfone has combined two separate complaints. the april,2025 complaint was settled with the help of the pa. ***** general's office and was for another broken tracfone with ************.. the complaint #******** was for my tracfone with # ************ which tracfone finally replaced on 8/29/2025 after a two month delay

Sincerely,

***** ********

Sincerely,

***** ********
Initial Complaint
Date:08/21/2025
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.
Ref for complaint history ********* ************ on my cell phone plan was recently credited to my plan by Tracfone with your assistance which was greatly appriciated, I renew my ******* by purchasing 30 day cards every month and have since Tracfone was a pay as you go (2018) somewhere in 2022 they went to an Unlimited platform for Voice and Text, Data was 1 Gig whith every months purchase and that always carried over. My Pay as you go has always loomed in the back ground even with the *** platform and that is where the 6Gig of credit was applied (*********) Should have been allpied to the carry over on the ***. I renewed my monthly ******* on 8/13 and after doing so I checked my Data ******** and it all had been removed. I contacted Tracfone Immediatly and "****" basically called me a liar and said that ********* never had a pay as you go, I offerd proof that indeed they did at one time and it was always accountable and shown on their app as well as ****** Text he wasnt interested and said that he would not persue my claim any further. please find the attached Screen Shots Depicting the pay as you go on my August ******* refill as well as it all completly wiped out. You can clearly see Voice and Text is *** but 21Gig of data has been completly removed fom my account. Refund: card price of 1Gig $10,00 x 21 month accumulation loss.
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 ******** complaints.

Your complaint states that the 21GB of your ****************** balance was unexpectedly removed from your account.

Upon review, we found that your TracFone account is active and properly provisioned on the network. However, our records indicate that due to a system glitch, the old balance information was removed when you refilled your phone on August 13, 2025. We sincerely apologize for any inconvenience this may have caused. Please rest assured that we are here to assist you and resolve this matter promptly.

To resolve the issue, we have made the necessary adjustments to your account and restored the missing data balance under reference numbers **********, **********, and **********. You may check your updated balance by texting the keyword BALANCE to 611611.

We attempted to contact you multiple times via phone at ************ and sent emails to ******************** on August *****, September 1, 2, and 6, 2025. Unfortunately, we were unable to reach you and have not received a response.

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 1324588200.

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: 09/09/2025
On September 2, 2025, I responded to a call from Verizon/Tracfone regarding my 2nd complaint with the BBB and loss of data after my monthly service renewall. The ****** representative reconized that indeed what had been credited (Data) from my first complaint with the BBB had been removed once again. I was assured that within 3 business days the total of 21GB would be credited back to my account, we agreed on having a conversation on the following friday (September 5. 2025) at 12:00 mst, buy virtue of a follow up call by her. At 9:20 on 9/5/2005 mst I recieved a call from a ****** representative that I could not answer because of my commitment to my employer, at any rate the message was from a representative that had absolutely no reference of the complaint or resolution at hand and requested that I call. What can I say at this point!
The Data credit was made to "Other" somehow related to my account and not as a ******** on my monthly and data carry over service ???
So where am I with resolution?
My 2nd compliant was a fundamental monitary resolution which was completely ignored in light of a credit a credit which I agreed to but was made to "Other"
I'm not sure I have the time or the patience to hear another layer of incompetent business.
My only reqest at this time is to recieve a call from a fluent english speaking TF/VZW representative with all complaint data discovered, call me and reconize. I really appriciate BBB responce and objective.
Customer Answer
Date: 09/10/2025

Complaint: 23780714

I am rejecting this response because:
On September 2, 2025, I responded to a call from Verizon/Tracfone regarding my 2nd complaint with the BBB and loss of data after my monthly service renewall. The ****** representative reconized that indeed what had been credited (Data) from my first complaint with the BBB had been removed once again. I was assured that within 3 business days the total of 21GB would be credited back to my account, we agreed on having a conversation on the following friday (September 5. 2025) at 12:00 mst, buy virtue of a follow up call by her. At 9:20 on 9/5/2005 mst I recieved a call from a ****** representative that I could not answer because of my commitment to my employer, at any rate the message was from a representative that had absolutely no reference of the complaint or resolution at hand and requested that I call. What can I say at this point!
The Data credit was made to "Other" somehow related to my account and not as a ******** on my monthly and data carry over service ???
So where am I with resolution?
My 2nd compliant was a fundamental monitary resolution which was completely ignored in light of a credit a credit which I agreed to but was made to "Other"
I'm not sure I have the time or the patience to hear another layer of incompetent business.
My only reqest at this time is to recieve a call from a fluent english speaking TF/VZW representative with all complaint data discovered, call me and reconize. I really appriciate BBB responce and objective.

Sincerely,

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

Complaint: 23780714

I am rejecting this response because:
On September 2, 2025, I responded to a call from Verizon/Tracfone regarding my 2nd complaint with the BBB and loss of data after my monthly service renewall. The ****** representative reconized that indeed what had been credited (Data) from my first complaint with the BBB had been removed once again. I was assured that within 3 business days the total of 21GB would be credited back to my account, we agreed on having a conversation on the following friday (September 5. 2025) at 12:00 mst, buy virtue of a follow up call by her. At 9:20 on 9/5/2005 mst I recieved a call from a ****** representative that I could not answer because of my commitment to my employer, at any rate the message was from a representative that had absolutely no reference of the complaint or resolution at hand and requested that I call. What can I say at this point!
The Data credit was made to "Other" somehow related to my account and not as a ******** on my monthly and data carry over service ???
So where am I with resolution?
My 2nd compliant was a fundamental monitary resolution which was completely ignored in light of a credit a credit which I agreed to but was made to "Other"
I'm not sure I have the time or the patience to hear another layer of incompetent business.
My only reqest at this time is to recieve a call from a fluent english speaking TF/VZW representative with all complaint data discovered, call me and reconize. I really appriciate BBB responce and objective.

Sincerely,

**** ******
Business Response
Date: 09/17/2025
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 9/10/2025, regarding BBB Case number ******** complaint.

You expressed your frustration in your follow-up complaint since the missing data balance that was once retrieved, got removed out of your account again. You indicated that the date credit was made to the Other field and not on your monthly data carry-over service.

Please note that the TracFone service plan can be a PayGo and/or an Unlimited plan. These plans have different carry-over behaviour - the ********** balance will carry-over as long as you have service while the Unlimited plan data balance will carry-over on your next unlimited plan. You will automatically consume the ************** first prior to being able to use the PayGo plan data balance.

In our latest review of your account, we can confirm that your total data balance adds up to ***** GB. The unlimited plan has almost 2 GB of data while you have 20 GB for the PayGo plan data balance.

We attempted to contact you via phone number ************, and have sent emails to ******************** on 9/12/2025, 9/13/2025, 9/16/2025, and 9/17/2025, to discuss the aforementioned. However, we were unable to reach you via call, 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 1324588200.

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:08/21/2025
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.
Starting in the Spring, once a month, all my prepaid data, talk minutes and texts mysterious disappeared from my Tracfone account and I lost service. This has happened five times in consecutive months. I called the first three times it happened and each time spent an hour on the phone getting them to restore my lost prepaid services. After it occurred the third time in June, I asked them to unlock the phone and pay me for the unused service time (I had prepaid for service time through 2029) and the unused data, talk minutes and texts. They refused, So I had to purchase a new phone at my own expense to use on a different carrier. When it happened the fourth time in July, they unlocked the phone but would not reimburse me for lost prepaid service and the modest cost of the used replacement phone I had purchased ($90). Before I could receive my new sim card and switch over to the new carrier, it just happened a fifth time in August that all my prepaid data, talk time and texts were deleted on my Tracfone phone. .
Customer Answer
Date: 08/28/2025
Tracfone sent me this message:
"We already checked and investigated your account that you had with
Tracfone Wireless and it shows that you transferred your phone number on
August 22, 2025 to your new service provider forfeiting the service that
was left on your account. Unfortunately, in this case since the phone
number has been ported out we won't be able to process your refund
request because of the port out transaction which means termination of
the contract and services you had with Tracfone Wireless."
So this is something of a catch 22. After they deleted all my data, talk minutes and texts for the fifth time in five months, I finally activated the new phone that I was forced to purchase with a different carrier after Tracfone wouldn't unlock my phone. For the past two months they refused to refund me while I still was supposed to have service with them. And now they refuse to refund me because I have ported my number which I had to do because they have not been able to resolve the problem of the mysterious monthly cancellation of all my pre-purchased data, talk time and texts. I called and spoke to them once after they reached out to me after receiving the complaint from you folks at the BBB. They keep sending more messages to call them, but since they've made it clear that they won't refund me, I am done talking with them since it involves a lot of time on the phone that comes to nothing. It has been a terrible experience with Tracfone these past few months, which is sad because I was happy with their services for the 12 or more years I had service through Tracfone. Btw, they finally unlocked my phone, but came too late because I had already purchased a phone after their initial refusal to unlock the phone.
Business Response
Date: 09/10/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 21, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you have an ongoing concern regarding the removal of your account balance. As a result, you decided to switch service providers and requested both an unlock for your phone and a refund for the unused portion of your service.

Upon review, we found that your TracFone account associated with the phone number ending in 2656 was successfully ported out on August *******, under reference number **********. Additionally, your device with IMEI ending in 3233 was unlocked on August 5, 2025, per reference number 1325857225.

Further investigation revealed that a system glitch caused the removal of your account balance. However, our records show that a replacement plan was added to reinstate your service.

We made multiple attempts to contact you via phone at ************* and email at ********************* on August 22, 24, 25, 28, and *******. Unfortunately, we were unable to reach you, and we only received a response to our email on August 24, in which you mentioned that you had called and were promised a callback.

Please note that when you choose to transfer or port outyour number to another provider, your TracFone service is immediately deactivated, and any unused service days remaining in your plan are forfeited.Kindly be advised that TracFone plans have no cash value and are non-refundable.

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 1326946098.

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

Sincerely,

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

Complaint: 23779776

I am rejecting this response because:
Their last communication said they wouldn't reimburse me because I recently ported by phone number to a different prepaid mobile phone plan (T-Mobile). It's a bit of a catch 22 because they forced me to leave because of now five consecutive months of having my service Tracfone data, talk minutes and texts wiped out. So. I am out the days of service I had prepaid through May 2029 and the cost of the phone I was forced to purchase when they would not unlock my phone in a timely manner.

Sincerely,

***** *******
Business Response
Date: 09/17/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/10/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your reimbursement request was declined due to porting your number out. You expressed your disbelief regarding the statement because you mentioned that you were forced into porting out. You also added that you have prepaid service until May 2029, and that your phone is not unlocked in a timely manner.

Per our previous response and our latest review of your account, we can confirm that the phone has already been unlocked. On the other hand, we understand your desire to get a refund for the service balance left on your account. However, please note that TracFone airtime plans have no cash value, and are non-refundable, regardless of usage.

During our phone call on September 12, 2025 via phone number ************, we informed you that we are unable to process a refund owing to company policy. You mentioned that you requested the refund prior to porting your number; however, we cannot process that request either since as per Terms and Conditions, airtime plans are non-refundable, specially we found usage records in your account. You concluded the call by stating there was no further need for assistance.

If you 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 1326946098.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 09/18/2025

Complaint: 23779776

I am rejecting this response because: I did NOT conclude our call saying that there was no further need for assistance. That is outrageous. I said that there was no point in continuing the conversation if you insist that you will not reimburse me for the phone I was forced to purchase, and my lost prepaid air time, talk, data and texts when I finally had my service eliminated for the fifth consecutive month in August and was forced to port my number. Although I "need further assistance," you've repeatedly made it clear that you would not provide the assistance I need (getting refunded).

Sincerely,

***** *******
Business Response
Date: 09/23/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/18/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did not declare that there is no further assistance needed, since you are still requesting for a refund.

While we understand your desire to get a refund for the remaining service balance of your account, we could not process your request following our Terms and Conditions. As per our previous response, TracFone Wireless Terms and Conditions indicate that airtime plans have no cash value and are non-refundable, regardless of usage. In addition, your account will be immediately deactivated, forfeiting the remaining balance, when you opt to port-out your number to another service provider.

We spoke with you on September 23, 2025, via phone number ************; however, you stated you would only communicate with us if we issued a refund for the unused balance. We attempted to clarify the terms and conditions of your service plan and offered to reactivate your service, utilizing the remaining balance on your account as courtesy; however, you ended our conversation without giving your answer.

If you 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 1326946098.

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: 09/24/2025

Complaint: 23779776

I am rejecting this response because: The BBB sent me this same notice on the 18th and I responded to it saying I refjected Tracfone's response because they still will not refund me. I don't see the point of you continuing to send these notices since Tracfone and I are at loggerheads. I will block further calls from Tracfone. I will not block their emails in case they have a change of heart and decide to refund me. The only reason I continue to respond to these notices sent by the BBB is because you say failure to do so implies that I am satisified with Tracfone's response (which I am not). I wish you would close the complaint with the notation that no resolution could be reached. Please stop sending these notices to me. They are wasting my time, Tracfone staff time, and the BBB's time (if any staff at the BBB look at these responses.)
Sincerely,

***** *******
Initial Complaint
Date:08/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 30-day plan on ************************** on August 16, 2025. During checkout, I selected the auto-refill option, which your system indicated would provide a $5 discount. The order confirmation page clearly showed a total of $10.70. I have attached the Order Confirmation for reference.Despite this, my credit card was charged $15.79$5.09 more than the confirmed amount. I contacted Tracfone customer service multiple times on August 21, 2025, but each agent provided inconsistent, illogical responses and offered no meaningful assistance. This repeated failure to resolve a simple billing error has caused significant frustration and inconvenience.I am requesting that Tracfone immediately correct this overcharge, refund the difference, and provide a clear explanation for why this error occurred.
Customer Answer
Date: 08/22/2025
Update to Complaint
This morning (8/22/25), a Tracfone agent called me in response to my BBB complaint. The agent admitted that Tracfones system incorrectly charged me a higher amount than the order total shown on my confirmation receipt. However, despite acknowledging the error, the agent stated that Tracfone cannot issue a refund.
I find this behavior deceptive and unacceptable. A company should not be allowed to knowingly overcharge customers, admit the mistake, and then refuse to correct it. I am requesting the BBBs assistance in holding Tracfone accountable and ensuring that I receive a refund of the overcharged amount.
Business Response
Date: 09/04/2025
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 purchased a plan on August 16, 2025, and with a $5 Auto Pay discount, your bill should be $10.70. However,your billing statement shows that a $15.79 was charged instead. You tried seeking assistance but concern is still left unresolved.

Upon review, we found that your TracFone account is active and not enrolled in Auto Pay. Our records show that the payment made on August 16, 2025, amounting to $15.79, was charged at the full price due to the Auto Pay discount not being applied.

We spoke with you on August 22, 2025, via phone at ************. During the call, you reiterated your concern, and we explained that your account was not successfully enrolled in Auto Pay, which resulted in the discount not being applied. As a result, you were charged the full price for the airtime plan. We offered to assist you with enrolling in Auto Pay, but you 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 1326960882.

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: 09/05/2025

Complaint: 23779663

I am rejecting this response because: Again, per the confirmation page, you were supposed to charged me $10.70. Enrolling me in auto pay now does NOT solve the issue as you need to REFUND me.

Business Response
Date: 09/10/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/05/2025, regarding BBB Case number ******** complaint.

The follow-up complaint states that you are supposed to be charged $10.70 upon your purchase on the website, and that enrolling you in Autopay does not solve the issue. You are requesting a refund for the transaction.

Please note that you will get a $5 autorefill discount for the first 2 months, when you enroll your account in the autorefill with the $15 30-day service plan. Per our review, the account is no longer enrolled in the autorefill, therefore, the discount did not apply.

Our latest review shows that your account with the serial number ending in 1953 is currently active with a $15 Unlimited Talk & Text, 1GB Data plan. The service is currently being used as per Usage Records.

We spoke with you on September 5 and 9, 2025 via phone number ************. We were about to discuss the aforementioned information; however, you refused to be further assisted and disconnected the line.

If you 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 1326960882.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for doing business with Tracfone Wireless.

Sincerely,

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

Complaint: 23779663

I am rejecting this response because: Again, per the evidence provided, Tracfone overcharged me.

Business Response
Date: 09/15/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 10, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you were overcharged as per the evidence you submitted.

Per our previous response, the $5 discount is applicable for autorefill enrolled accounts. Our records do not show that your account is enrolled in autorefill. Transaction records also show that your purchase on 8/16/2025 does not include the discount.

We spoke with you on September 13, 2025, via phone number ************. You were informed that the account's auto-refill enrollment process on the website was unsuccessful, resulting in the entire amount being debited within the system. You expressed your disagreement, and mentioned filling another complaint. You also asked us not to contact you again.

If you 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 1326960882.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for doing business with Tracfone Wireless.

Sincerely,

Executive Resolution Department

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

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