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.
812 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:07/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a member with Straight ***************************** for 5 years with no issue. Today my service was deactivated and my number was locked because I had made more calls than what is allowed on their service, which they said breaks their privacy policy. I contacted them to get help with this issue on 7/3/25 because I use my phone every day and make 100s of calls a day and until today I was unaware that making too many calls was a breach of the privacy policy. I reached out to customer support to get an explanation on the issue and see if I could get any help. When I reach out to them, I was informed that I breached the privacy policy and that I could have my service re activated but if I breached the policy again I would have my number and phone de activated again. I waited a few hours and tried to use my phone a handful of times with no luck. I then proceeded to reach out to customer support again, and I was connected with a different agent. She informed me that on her end it showed my service had been reactivated and deactivated a second time and she then told me This was your final warning and that my phone, service, and number will now be locked. I asked for more information to which I was scolded for my behavior my the customer service representative and then hung up on. My phone was never reactivated, my money was taken for the months service, my number is now locked and I can no longer use my phone or phone number. I have tried to contact them again and now I am having no luck, almost as if they are avoiding me when they see my account and who is trying to contact them. This is very shady, little to know Information was given to me on how to resolve the issue, and I cannot get in contact with anyone at this point.
Business Response
Date: 07/25/2025
Dear ****** ********:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated July 04, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your phone service was deactivated due to making more calls, and you were informed that it could be reactivated once. However,you were still unable to use your phone, and when you contacted customer service again, you were informed that the service was reactivated and deactivated the second time, so it cannot be reactivated again.

We reviewed your account with phone number ending in 1461, and our records show that it was deactivated on 7/3/2025, due to Unauthorized Use of Service.

Please note that Straight Talk Terms and Conditions indicate that a customer engaged in any unauthorized use may have their Service suspended and/or terminated, in our sole discretion. Examples of some unauthorized uses include, but are not limited to continuous uninterrupted voice calls or otherwise using your voice service to provide monitoring services, data transmission, transmission of broadcasts, transmission of recorded material, interconnection to other networks, telemarketing activity, autodialed calls, or robocalls.

We contacted you via phone at ************ on 07/06/2025, to discuss your account status and findings. We informed you that any further violations of our Terms and Conditions will result in the permanent suspension of your service.Therefore, you requested further investigation about this matter as you expressed that the account was suspended few hours later after you reported the issue.

We attempted to contact you via phone number ************, and have sent emails to ******************** on 07/09/2025, 07/11/2025, 07/13/2025 and 07/16/2025, to discuss this matter, and submit an escalation to request for reinstatement of your service. We received your email response requesting a callback; however,we were unable to reach you via call, and have not received further responses from you.

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

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

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

*************************************************
Initial Complaint
Date:07/03/2025
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 bought minutes from them 06/02/25 the phone wasn't activated. Tried calling customer service and sat on hold 7 hours yesterday the same day bought minutes. Then tried 06/03/25 to get some service and sat on hold another 2 hrs. This the second time they've done this to me. Costing me $135 each time. Thanks
Business Response
Date: 07/24/2025
Dear ****** ********:

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

Your complaint states that you purchased airtime for your TracFone device on June 2, 2025; however, your phone service was not functioning. You also noted that this is the second time you have experienced this issue.

We spoke with you on July 6, 7, and 10, 2025, via phone at ************, during which you mentioned that you have been covering the cost of your mothers phone service. You also provided her account information, with the phone number ending in 1706.

Our records show that the number ending in 1706 had been inactive. However, the device associated with it, bearing the serial (IMEI)number ending in 3608, was reactivated on July 2, 2025, using the $125 airtime plan. Due to a system issue, a new phone number was not assigned to the device,as a new *** card was required. You confirmed that you had already ordered the *** card and were awaiting its delivery.

A follow-up call was made on July 15, 2025, after we observed updates to the account. The phone is now active with a new number and *** card. Although we were unable to reach you directly, our system shows service usage on the account, indicating that the service is now functioning properly.

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 1324028841.

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:07/03/2025
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.
Once again Tracfone has taken away my resource balance! At the end of March, Tracfone disappeared 9 GB of ************** (BBB complaint #********) On May 15 Tracfone disappeared all of my 'Talk Minutes' and 'Texts'. (BBB complaint #********)Yesterday (7/2/2025) Tracfone again disappeared all of my 'Texts'.On Thursday, June 26, I purchased 1000 refill texts. On Friday, June 27, my account showed 974 texts remaining. Yesterday my account showed 0 texts remaining! I sent or received less than 100 texts between Friday and yesterday.I believe that this repeated pattern of stealing my phone resources is an attempt to get me to drop my Tracfone service. I am not a profitable customer. I only buy a full year plan once a year, and rarely use all of the resources included with the plan. The current 'Service End Date' of my plan is 09/13/2026. I would like Tracfone to restore the resources (texts) they stole, and stop 'disappearing' my ************** GB, Talk Minutes and Texts.
Business Response
Date: 07/24/2025
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 3, 2025,regarding BBB Case number ******** complaint.

Your complaint states that your text message balance was deleted, and you are requesting assistance in resolving the issue, as it has been a recurring problem with your device.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. TracFone Wireless is committed to an outstanding customer experience and prides itself on providing reliable service that is accessible to all. As part of our commitment to providing excellent customer service, we value your feedback and use it to support future improvements. We will do our best to ensure that similar issues are prevented moving forward.

We spoke with you on July 5, 2025, via phone at ************. During the call, you requested that your text message balance be reinstated, stating that it should total over ***** units. As further investigation was necessary, we mutually agreed to schedule a callback.

A follow-up call was made on July 7, 2025, during which you were informed that the necessary updates had been applied to your account. It was determined that the issue was caused by a system glitch. You also confirmed that the issue had been resolved. Please be assured that this matter is now fully addressed.

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 1323958782.

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: 07/25/2025

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.
Tracfone has restored everything that they took from me. I believe that Tracfone did the right thing only because of my (3) BBB complaints. I doubt that other customers who experienced the same issues, were ever compensated. After the three occasions when my resource balances were zeroed or disappeared, I have ZERO confidence in Tracfone. I will never trust them again.

Sincerely,

**** ******
Initial Complaint
Date:07/03/2025
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 switched carriers from Total by ******* wireless to *** mobile. I was told by *** to keep my current service active to keep my number. The bill was due the day I was switching. I asked total wireless if I would get a refund for the month of service I wasn't getting and they said if you "port out" there is no refund it's "our policy". I needed to keep my number so basically total by ******* stole $73 dollars from me because they don't refund if you leave them. It's theft! They were paid for service im not getting. This should be illegal. I'm disabled and have very little money. $73 Is a lot for me too lose. They need to change their policy if it's the exact same day you paid them that you leave to refund the month.
Business Response
Date: 07/03/2025

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

July 03, 2025

Dear BBB,

Thank you for contacting *************** of Executive Relations regarding ***** ********* complaint. In her complaint, received on 07/03/2025, concerning a Total by ******* Wireless billing issue.

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

Email: ***********************************************************************************
Address: P. O. Box 10
******, *******; 07101-0010

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,

******* Executive Relations Team
Customer Answer
Date: 07/11/2025
Total wireless contacted me via phone call while I was attending a funeral. They also emailed me. I have tried to call back the number and pin they left 3 times but sit on hold for long periods of time until I can't wait any longer. I have also replied to their email 3 times but I am not hearing back from them. I'm still waiting for a refund.
Customer Answer
Date: 07/14/2025
Total by ******* will not issue me a refund. They say the best they can offer me is a credit for 30 days of service with them. They say it's my fault I needed to keep my number and reactivated my service with them the exact day I ported out. If I had done it sooner I'd get it back. I am disabled and got paid the day before they shut me off and I ordered new phones and new service. The new company told me I had to keep it active to keep my number. I have very little money so I didn't pay it on the 30th hoping it would be on still when the phones came on the 1st. But they had shut me off already. So I had to pay to keep my number. So for two hours of service I lost $73.10. Again the guy i spoke with said this was my fault it was their policy and it's every phone carriers policy. So just know this if you port out to a new carrier. I will never use Total by ******* or ******* again.
Business Response
Date: 07/28/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/03/2025, regarding BBB Case number ******** complaint.

Your complaint states that you decided to switch service provider, and your new service provider advised you to keep your service active, to process the transfer. Your phone service bill was due on that day, and you paid for the service before you transferred the number. You requested a refund for the paid service you are unable to use after switching service provider; however, you were informed that there is no refund for port-out transactions.

Please note that Total Wireless Terms and Conditions indicate that any Service which remains unused at the time of termination cannot be refunded or transferred to another person. On the other hand, we understand that you need to have an active phone number in order to transfer to another service provider. If your account is inactive, we may reactivate your phone number as courtesy, in order to request for a phone number transfer.

We reviewed your account, and determined that you redeemed a service plan online on 7/1/2025, and on the same day, the account was deactivated after you successfully transferred the phone number to another service provider, with Port-out reference number 1323728353.

We attempted to contact you via phone number ************, and have sent emails to ***************** on 7/06/2025, 7/07/2025, and 7/19/2025, to discuss the status of your account and refund request. We have been receiving and responding to your emails; however, we were unable to reach you via call. We need to speak with you directly to discuss this matter. In addition, we have not yet received your reply to our latest email.

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 1324029255.

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

Sincerely,

Executive *********************
Customer Answer
Date: 07/30/2025

Complaint: 23551006

I am rejecting this response because: I did respond to all emails sent to me but never had one follow up after. I spoke to a live person for 40 minutes already and your only solution is to give me 30 days of service which does not help me in any way. I can't port out of my new company for 30 days then go back to them after the 30 days that makes no sense. I'm sure I would lose even more money doing that as I'm already paying for service with the new company. So that is not a solution. I only want my money back.

Sincerely,

***** *******
Business Response
Date: 08/07/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated on 07/30/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states you did respond to our emails, but did not receive further responses. In addition, you were offered a month of service; however,you refused the offer and wanted a refund instead.

As per our previous response, Terms and Conditions indicate that any service,which remained unused at the time of termination, cannot be refunded. In addition, airtime plans, used or unused, has no cash value, and is non-refundable.

We attempted to contact you via phone number ************, and have sent emails to ***************** on 8/3/2025, 8/4/202, 8/5/2025, and 8/6/2025 to discuss the matter with your complaint. We received your email response; however, we were unable to reach you via call.

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 1324029255.

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

Sincerely,

Executive *********************
Customer Answer
Date: 08/07/2025

Complaint: 23551006

I am rejecting this response because: The only way they want to resolve me paying them for 30 days of service but not using it because I ported out that same day is to give me 30 days of service. It makes no sense for me to port out of my current carrier for 30 days to use their service then port back. That's only causing more aggravation and probably more money. Their port out policy causes people to lose a significant amount of money and I'm sure I'm not the only one complaining about it. The only way that works for me to resolve this complaint is a refund which they have clearly stated they will not give. So this complaint will remain unresolved. I don't need them to call me or email me just to keep telling me the same thing over and over again. Refund call me, otherwise there is no satisfactory resolution for this. ** I respond to emails and I chatted again after these last calls and emails like they suggest but again they keep saying the same thing over and over. No resolution is possible without money back.

Sincerely,

***** *******
Initial Complaint
Date:07/03/2025
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.
17th of April I purchased a ******** Edge *******th of April the order was refused by the postal office (****) and order was sent back to the sender 24th of April ( allegedly, according to one of the total wireless representatives,the phone arrived at their warehouse 6th of May allegedly the return is processed and refund was issued.I waited 2 weeks before making contact with their support.I started to sense like something went wrong.Called multiple times to check on the status and I was "rest assured" the refund is processed and it should arrive in a 5 more business days.10 business days later , no sign of the refund, I contacted them again and one of their agents said the same thing and that the refund should not take more than 30 business days.35 business days later I, no sign of the refund.I Contacted total Wireless agents again and now they said it is still processing and I should contact my banking institution. I immediately contacted my bank (Chime ) and they told me there is nothing coming in from total wireless. Calling Total Wireless back and asking to speak with a manager of their refund department, was told that the refund was not even issued by total wireless. (????) Complete ************ again after a lengthy conversation with their manager for refund, I'm being told to "rest assured this time" the refund is processed and I should wait up to 30 business days.Again.30 business days passed by, no refund. I contacted their refund manager again and after another tiring conversation I was being assured this time is certain and the refund should post to my bank within 24 to 48 hours. That was last Friday!!!!! It's been another whole week and I still haven't received my money. Meanwhile while waiting I was contacting interminently their support online and their agents would tell me different date of the refund being issued and sometimes not issued at all.Everytime i had to contact them was at least half an hour of wasted time and frustration
Business Response
Date: 06/30/2025
Dear BBB,

Thank you for contacting *************** of Executive Relations regarding Nikola ********* complaint. In his complaint, received on 06/28/2025, Nikola ******* expressed concerns regarding an unreceived refund associated with a ******* Wireless account.

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

Email: ***********************************************************************************
Address: P. O. Box 10
******, *******; 07101-0010

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,

******* Executive Relations Team
Business Response
Date: 07/01/2025
Thank you.
Business Response
Date: 07/24/2025
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 the order you placed on April *******, was returned to the sender. However, you have not received a refund.Despite multiple calls to customer support seeking assistance, the issue remains unresolved.

Upon review, we found that your order placed on April *******, under order number 0133-L00SS207L3, was for a ******** phone and a $55 airtime plan, totaling $55. According to *** tracking number 1ZY902R60238774914, the order was returned to the sender on April 25, 2025.

Our records indicate that a refund attempt was made on April 26, 2025; however, the transaction was rejected during processing.Subsequently, on May 30, 2025, a chargeback was filed for the purchase under transaction reference number 4662370K9B4GROG.

We attempted to contact you via phone at ************ and via email at ********************** on July 6, 8, and 9, 2025. Unfortunately,we were unable to reach you directly, and no response has been received to our communications.

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 1324014015.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/01/2025
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 refurbished ******** Galaxy A-54) phone for $187.64 from the Tracfone website on March 3, 2025. I received it on March 5th., soon after I noticed a white streak on the screen of the phone and I called them on April 1st to request a replacement and was told it would be 3-5 days for a replacement. On April 12th. I called back to find out where the replacement phone was and was told it was on the way and there was no delivery date. On April 15th. I received a return label from Tracfone. On April 16th. I called again, asking where the phone was and only received a shipping label...I was told that I had to return the defective phone before they would send a replacement. Also, they did not have the model of phone that I had purchased available, so there would be a delay. On April 25th. I called and was told the same. On April 27th. I called Tracfone to assist me to transfer my defective phone contacts and contents to my husband's old phone because I had to send it back in order to get a replacement phone. On April 28th. I mailed out the phone via *** with the shipping label Tracfone had sent to **** saved my receipt from *** with the tracking number and saw that it was delivered on 4/30. So, on May 9th. I called to find out about the replacement phone and was asked if I still have the phone when I told the agent that I sent it back, she asked if I had a receipt. After I informed her that I did send the phone back and the details from ***, she told me that their guess for a replacement phone was "maybe next Tuesday?," and the phone I sent back was no longer available, so I requested a refund. I was told that it would be 30 business days to get a refund and I was given a ticket number and I wrote it down.I called Tracfone this morning, and was told I was past the 30 days to receive a refund all they could do was send me a replacement phone. I had already purchased another Tracfone elsewhere, so I wanted the $187.64 returned to me. Not willing to refund
Business Response
Date: 07/22/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/01/2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a ******* Galaxy A54 phone from TracFone on 3/3/2025, and requested a replacement on 4/1/2025 due to screen issues. You returned the phone on 4/28/2025 using the provided *** Return label; however, you have not received the replacement phone because the phone model is not available. With this, you requested a refund; however, you were informed that 30 days already passed, so you could only receive a replacement phone.

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

Our records show that you ordered a phone and a service plan on 3/2/2025, amounting $ ******, with order ID ***************. As of 5/6/2025, our warehouse confirmed receipt of the defective phone; however, the replacement phone ticket # **********, which was created on 3/13/2025, was not updated automatically.Nonetheless, we confirmed that a chargeback request was processed on 7/2/2025,with reference number B2C2025030256612285.Note that credit posts usually occur within 3-5 business days; however, it may take up to 30 days, depending on your financial institution.

We attempted to contact you via phone number ************, and have sent emails to ********************* since July 4, 2025. We were unable to reach you via call;however, we have been receiving and responding to your emails, regarding your refund request. Please verify with your bank for the credit posting, since the refund check we requested may not be processed due to the chargeback request.

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 1323863395.

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: 07/26/2025
I have had contact from Tracfone which said they will send a check, however it has been over a week and no refund as of yet.
Customer Answer
Date: 07/28/2025

Complaint: 23543803

I am rejecting this response because: I have had contact from Tracfone which said they will send a check, however it has been over a week and no refund as of yet.

Sincerely,

****** ******
Business Response
Date: 08/05/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/28/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you were informed that you would receive a refund check; however, you still have not received it since last week.

In our previous response, we determined that a chargeback dispute was filed with your bank on 7/2/2025, for your phone order. With this, please contact your financial institution to verify the credit posting.

We spoke with you on August 5, 2025, via phone number ************. As per our conversation, you confirmed that your bank has credited $187.64 back to your card.

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 1323863395.

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:07/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I truly hate to do this again and again. Every single time I submit a complaint about Tracfone, they get it fix only for a while and then the issue happens again. I always try to call them first, but it seems too difficult to reach them without spending hours just to wait for a response. The issues that arise have this time is the personal hotspot. I have 3 lines with different numbers and they are all active.Recently the personal hotspot has gone away after they fixed it and worked for a while. My issue is ongoing and requires a permanent solution. I have included some screenshots for the details of the problem.
Business Response
Date: 07/23/2025
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 your hotspot service is once again not functioning, and that this has been a recurring issue. Accordingly,you are requesting a permanent resolution to the matter.

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.

Upon reviewing your TracFone account, we found that you currently have three active lines, all of which are properly provisioned on the network. Each line is subscribed to the ***** plan. According to the plan description, the ***** plan does not support hotspot functionality; only TracFones unlimited plans include hotspot capability.

We recommend visiting the TracFone website to view the available plans that support hotspot usage.

Additionally, we discovered that one of our agents had manually provisioned the hotspot feature on your account, despite the plan not supporting it. This action triggered the network system to automatically correct the configuration, which may have contributed to the service disruption you experienced.

We apologize for any inconvenience this may have caused and appreciate your understanding. Should you wish to enable hotspot functionality,we suggest considering a plan upgrade to one of the eligible unlimited plans.

We attempted to contact you via phone at ************** and **************, as well as via email at ********************* on July 9, 11,and 16, 2025. Unfortunately, we were unable to speak with you directly.

We did receive your email responses, which included an alternate contact number and a request for a callback. However, despite multiple attempts, we were not successful in reaching you through the provided contact details.

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 1324192642.

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
Since last complaint I have encountered different issues with Tracfone and would like for them to call me again. I did answer their calls every single time but the call dropped or they hung up on me.
Customer Answer
Date: 08/05/2025

Complaint: 23542636

I am rejecting this response because: Since last complaint I have encountered different issues with Tracfone and would like for them to call me again. I did answer their calls every single time but the call dropped or they hung up on me.

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 you have encountered different issues with your TracFone service, and you wanted to be contacted to resolve all the issues.

We reviewed your account with phone number ending in 0007; it is active and provisioned in our system.

We were able to speak with you on August 9, 2025 via phone number ************. As per our conversation, you raised several issues regarding your TracFone account. You mentioned that you are unable to use your mobile hotspot. We informed you that this was because your lines are actve on a ***** plan which does not support hotspot. You also discussed the unlocking eligibility of your phone with IMEI number ending in 0449. As we reviewed, the device only has 30 paid days; therefore, we advised you to reactivate the phone with another 30 days of service to be eligible for Unlocking. Lastly, you asked if you would receive 500 bonus rewards points for activating and adding a line to your account, and we confirmed the information.

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

Please refer to email reference number ******* or Ticket Number 1324192642.

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

Sincerely,

Executive *********************
Initial Complaint
Date:07/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
06/30/2025 for the 3rd time, all my talk+ text+ data, has been deleted from my account - without reason. ($800 worth of data, removed)that was there 2 days prior.The 1st time it happened, on 4/22/2025 Ticket: **********, my data was restored, only to be deleted entirely again the following month.The 2nd time, on 5/30/2025 Ticket: **********, it was partially restored, but the CS agent shorted my account by both 800 talk and text minutes, ($200 worth of data, stolen) The 3rd time, on 6/30/2025 Ticket: **********, my data was entirely wiped out again on my account, even though my service is prepaid thru 12/2025 - Automation says my phone has been "Deactivated" ???Your CS agents have claimed this to be a 'Systems Glitch' on your end, that wipes out (zeros-out) pre-paid customer services on their accounts.Which is concerning that it is such a repeditive problem.I recently spend 1.5 hrs on CS chat on their website, to no resolve. Tracfone CS tried to call my phone to transfer me to an upper ***** but admitted she was unable to call me, apparently Tracfone/******* CS are unable to connect to their own phones? Another hour was also wasted waiting for customer service line to pick up, w/ no answer. I trusted Tracfone for my communcations service, being disabled, this is the only phone I have for contacting my doctors, physicians and appointments, to reach me; and my ONLY LINE for help. I need my service to work, and not have my pre-paid services erroneously wiped from my account without notice, which makes my phone a useless brick. FORMAL REQUEST to SERVICE PROVIDER:This is a formal request for a full Call Detail Report (From 12/23/2024) to be sent to me via email for my records and review, and a full restoration of my prepaid *********** of this date, My Tracfone account should read around: [Talk 2700, Text 2800, data 2.4 bytes]which is what I paid for; a CDR will verify that. This serious and repedative technical issue on your end needs to be resolved.
Business Response
Date: 07/21/2025
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 your account balance was deleted and that you should have 2700 talk minutes, 2800 text units and 2.4GB of data. Additionally,you request to have your ********* Records.

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

Upon review, we found that your TracFone account is active and properly provisioned on the network. The current balance on your account reflects ***** talk minutes, ***** SMS units, and 2.61 GB of data.

To verify your claim, our investigation team reviewed your balance history and usage report. It was confirmed that there were missing balances. As a resolution, a replacement plan was added to your account under reference number 1324305904.

We attempted to contact you via phone at ************** and email at ********************** on July 3, 4, and 5, 2025, but were unable to speak with you directly. However, we received your email response on July 6, in which you reiterated your request for Call Detail Records and asked that we discontinue phone calls, preferring communication via email instead.

In response, we sent you an email on July 11 with instructions on how to obtain your Call Detail Records through the TracFone Wireless website. As of now, we have not received any further response from you.

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 1323848097.

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:06/30/2025
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 have been double billed for 2 years I caught it this year. BACK IN May I contacted them for the first time. They acknowledged and told me to expect a refund with in 30 . CALLED again said did I speak to someone in the refund ***** No I haven't. Spoke to ****** he said it now would be escalated and he verified the amount in question and gave me a refund number which is **********. Said I would see a refund on my credit card for ******. In 3-5 business days.which should been as of today. Starting calling at 8 am had to explain events 4 times 3 of which the were supposed to transfer me to the refund depth. And instead hung up on me.the last hang up was at noon today. I have been patient with them. Over 8 hrs of phone time spent on this issue and still no refund. I have been told by Angeles that I was not do a refund. So called back of course. I have checked all ways to communicate with the by phone and all go back to the customer call center. Can you help me get my refund please.?
Business Response
Date: 07/21/2025
Dear ******* ******:

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

Your complaint states that you were double charged and were promised a refund, which you have not yet received.

We spoke with you on July 4, 2025, via phone at ************ regarding your refund request. During the call, you identified the account in question as having the phone numbers ending in 3386 and 9953. You also requested a callback for further assistance.

Upon review, we found that both numbers are currently active. After checking the redemption history for each device, we confirmed that the number ending in 9953 had two successful $125 airtime plan redemptions in 2024one in April and another in May. Each plan included 1500 minutes, 1500 text messages, and 1536 MB of data, valid for 365 days.

Prior to these redemptions, the accounts Service End Date (***) was 5/20/2024. After the redemptions, the *** was extended to 5/20/2026.The most recent redemption was made on 5/16/2025 for another $125 plan, which further extended the *** to 5/20/2027.

Meanwhile, the number ending in 3386 was transferred to its current device on 12/04/2024 under reference number **********. Records indicate that the phone was purchased on 11/30/2024, along with a $125 airtime plan, under order number *********. The total purchase cost was $244.91.

During activation, the included plan was successfully applied to the account, setting the Service End Date (***) to 1/7/2029. There is no indication of any duplicate charges on this account.

We made a follow-up call on July 11, 2025, and shared the results of our investigation with you. As a gesture of goodwill for the inconvenience you experienced, we added additional service time to your phones under reference numbers 132-429-3677 and 132-429-3876.

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 1323858871.

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:06/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
05/22/25 called TracFone Cust Ser ************ RE: my phone number ************, battery won't charge. *** said to mail it back and a new phone would be sent out upon receipt of the defective phone. On 05/28 called for shipping label; 06/02 asked for shipping label (given NEW Ref# ***....7013); 06/09 did not receive the return shipping label. Spoke to a supervisor & finally rec'd a return mailing label via *** on 6-12-25 and sent defective phone back that day, *** Trk#1Z6980XX9072671806. On 06/18 no phone delivered. On 06/24 "*******" promised a phone would be delivered by 06/26 via ***. No phone as of today, 06/27. They have my old phone and are not providing a replacement. Asked to speak to a supervisor on three or four calls and was told none was available. I have a SIM card for that phone that has a sizable amount of prepaid dollars on it. They owe me a phone as promised. Never experienced such a sham in all my years. They are employing uninformed, in inept, deceptive persons. The phone is listed in the name of my wife, ****** (Jan) ********* at ************. Your help in resolving this matter is appreciated.
Business Response
Date: 07/16/2025
Dear *** *********:

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

Your complaint states that you returned a defective phone and were promised a replacement device; however, you have not yet received the replacement.

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 a courtesy out-of-warranty phone replacement (Ticket #**********) was created on May 22, 2025, to replace your defective phone, which could no longer hold a charge. The defective device was received on June 17, 2025, and according to *** tracking number 1Z7X28F00256402734, the replacement phone was scheduled for delivery to your address on July 7, 2025.

We spoke with you on July 6, 2025, via phone at ************, during which we informed you of the expected delivery date. A follow-up call was made on July 9, and you confirmed receipt of the replacement device. At that time, we assisted you in transferring your number and service to the new phone under reference number 132-417-6998. The device was tested,and the service was confirmed to be working properly.

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 1323656207.

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: 07/16/2025

Better Business Bureau:

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

Sincerely,

*** *********
Customer Answer
Date: 07/17/2025
Once the company received the BBB notice of complaint, they acted immediately on helping to resolve it. It appears to me that Tracfone needs to better train those first contact people on proper procedures. Everyone was "sorry, etc" while holding the carrot out on a string. They were going to resolve it once and forever. It took six weeks to resolve this when it should have been no more than two. I blame management for their casual acceptance of this method of operation.
Once again I am grateful to BBB for their involvement in my dilemma, and to the last person I dealt with from Tracfone who finally resolved it.

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