Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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

3,360 total complaints in the last 3 years.
789 complaints closed in the last 12 months.

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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:08/21/2025
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.
Summary:My talk minutes, SMS, and data balances were set to 0 for my phone on the afternoon of 8/19 following my attempt to activate Visual Voicemail. I want them all restored to what they were on the evening of 8/18 following successful activation of the phone.Details:On the evening of 8/18, I successfully activated my new phone online with the previous balances and phone number carried over and 1500 minutes, texts, and MBs of data added. The phone appeared to be fully operational sans voicemail.Balances following activation at 8/18/25, 9:22 PM EST (screenshot attached):* Minutes: ****** * SMS: ****** * Data: ***** GB * Service End Date: Oct 31, 2026 At approximately 2:45 PM EST on 8/19, I attempted to set up voicemail. Immediately following my activation of Visual Voicemail through Android settings, I noticed that the cell connection strength indicator showed no connection.After rebooting the phone, I saw that I was receiving a cell signal but was no longer able to make or receive calls. Upon checking my balances on the Tracfone website, I saw that they were now 0 across the board.I contacted tech support at 5:53 PM EST on 8/19 via text chat (attached). The resolution provided to me was to contact their ***************************** at ************** as they had the capability to restore my balances.Upon contacting them as instructed, I was summarily redirected back to tier 1 tech support via phone where I had to explain my issue again to a different person who was clearly unable to understand the problem.After 40+ minutes, I was unwilling to be further placed on hold for a very long time (her words) to wait for the availability of the one person capable of verifying the balances I provided. She refused to provide me a callback option and stated that I would need to contact Tracfone tech support yet again and restart this process for a third time. I decided that filing a complaint here would be a more effective use of my time.
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 your balanced was removed from your account shortly after you did a phone upgrade and setting up your visual voicemail. You tried seeking assistance but concern is left unresolved.

Upon review, we found that your TracFone account associated with the phone number ending in 5093 is active and properly provisioned on the network. Our records indicate that you transferred your number and service to your current device on August 18, 2025, under reference number 1326718515.

However, during the transfer process, a system error occurred which resulted in the removal of your accounts balance information.The network failed to retain the existing balance, which caused it to be lost.

We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help. As part of our commitment to providing excellent customer service, we value your feedback and use it to support future improvements. We will do our best to ensure that similar issues are prevented moving forward.

We spoke with you on August 23, 2025, via phone at ************. During the call, we shared the outcome of our investigation and successfully updated your account balance under reference numbers ********** and **********. You acknowledged the update, and no further assistance was requested at that time.

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 1326950032.

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: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.
Tracfone sold me a service plan for $19.99 cents on the 18th of August 2025 which covered only 60 minutes of phone service ( or so they said today after they cut off my phone)I had used over 60 minutes of phone time by the time they cut off my phone so they are liars.On their chat line they offered me a plan of $12.17 cents ( REALLY? and 17 cents!) after I called them thieves.They proved to be liars again when I accepted the plan and then they told me my debit card was not working.They just did not want to refund what they stole from me in any ****** debit card is in running order and I had no problem making purchases with it today AFTER I ended my chat session with them.They are just liars and thieves.
Business Response
Date: 09/03/2025
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 # ******** complaint.

Your complaint states that you paid $19.99 on 8/18/2025 for your service plan, which includes 60 minutes of calls;however, you were able to use more than 60 minutes for calls, before your service was cut-off. You were then offered a plan, which costs $12.17, which was not completed because your debit card is not working. You expressed your disbelief because your debit card is working just fine.

We reviewed your account with phone number ending in 0947, and our records show that the phone is active and provisioned.Transaction History shows that you redeemed a $19.99 plan with 60 units for calls, text and data, for 90 days. Due to the Triple Minute promotion, the units you received is 180 instead of 60. In addition, $15 unlimited plan was added on 8/20/2025. Transaction History also shows that four unsuccessful attempts were processed to purchase the $15 plan; however, those were declined. This could be due to multiple factors including an incorrect account information entered,or some issue with credit card. You may contact your bank to verify the information,and/or reprocess the transaction.

In addition, please note that TracFone Wireless Terms and Conditions indicate that airtime plans have no cash value, and are non-refundable, regardless of usage.

We spoke with you on 08/28/2025 via phone number ************ and provided the findings on your account. The information was acknowledged and you confirmed that your services are working properly.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 09/05/2025
Hello BBB
In Tracfone's response to me on your website they wrote as follows
"Transaction History also shows that four unsuccessful attempts were processed to
purchase the $15 plan; however, those were declined. This could be due
to multiple factors including an incorrect account information entered,
or some issue with credit card. You may contact your bank to verify the
information, and/or reprocess the transaction."
I NEVER tried to use my debit card to purchase their $15.00 phone plan on the phone!
I went to *******'s website and purchased an e-card and uploaded the PIN I was sent by ******* using **********************'s automated service,
They are either liars that are trying to make me look bad or are delusional.
Customer Answer
Date: 09/08/2025

Complaint: 23776574

I am rejecting this response because:
Hello BBB
In Tracfone's response to me on your website they wrote as follows
"Transaction History also shows that four unsuccessful attempts were processed to
purchase the $15 plan; however, those were declined. This could be due
to multiple factors including an incorrect account information entered,
or some issue with credit card. You may contact your bank to verify the
information, and/or reprocess the transaction."
I NEVER tried to use my debit card to purchase their $15.00 phone plan on the phone!
I went to *******'s website and purchased an e-card and uploaded the PIN I was sent by ******* using **********************'s automated service,
They are either liars that are trying to make me look bad or are delusional.

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 September 8, 2025, regarding BBB case # ******** complaint.

Your follow-up complaint states that you never tried to use your debit card to purchase a $15.00 service plan on your phone, in contrast to our previous response. You indicated that it was an e-card from ******* that you used to get a service plan pin.

Please be advised that the information provided was what reflected in our end for your account. In addition, e-gift cards and/or debit/credit cards, may be used to purchase a service plan to the account. For security reasons, the account number used is masked, and we could not determine if it is a credit/debit or an e-gift card being used, since both cards function the same way.

We reviewed your account with the line ending in 0947, and our records show that the phone is active and provisioned with the $15 30-day unlimited plan redeemed on 8/20/2025.

We spoke with you on September 14, 2025 via phone number ************. During our conversation, you requested a refund for your service; however, please note that our Terms and Conditions indicate that airtime plans are non-refundable, regardless of usage. Our conversation was cut short after the call got disconnected.

We made follow-up attempts to reach you at ************ and email address ************************** on September 14, 15 and 16, 2025. However, we were unable to speak with you and have not yet received your response to our emails.

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

Please refer to email reference number ******* or Ticket Number 1326880801.

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:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My 86 year-old mother (who has dementia) has Tracfone service because we wanted to get her an inexpensive line to use in case of emergency. It has been a very long time since she used it, but we recently had a power outage and her landline wasn't working. When she tried to use the Tracfone, she received the message 'call failed.' She pays $27 monthly for this service. I attempted to troubleshoot for her online through the Tracfone chat, and I was first asked for the **** number. I provided it. I was then told to provide the *** card number, for which I had to take the phone apart. I complied. I was then asked for her 4 digit passcode. I have no idea what it is, nor does she due to dementia. I explained this to the agent. They told me that they couldn't help me without the code. I said that I have all of her info, including her social, and asked if we could reset the code. I was told no. Essentially, I was told that without the 4 digit code they couldn't troubleshoot the problem with the phone or cancel her phone plan since she now has an inoperable phone (which has been inoperable for who knows how long) that she pays $27 a month for. I asked what alternative I had. The agent suggested that I set up an account for her in the app, link her email, and they could send me a code. I did all of that, and was told that the verification code could take 24 hours to arrive. Then, when a number did I arrive, I wanted to provide it, but was told that they could no longer help me after 11:45 pm, and that I could reach out tomorrow morning. I spent nearly three hours trying to figure this out, and followed every instruction. Essentially, they are now collecting money every month for a device that my mom can't use and that they are unable/unwilling to help me with. How does any company not have a backup plan in case the consumer no longer has access to the 4 digit code?
Business Response
Date: 09/03/2025
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 your mothers phone service, for which she pays $27 per month, is not working. Additionally, when you attempted to seek assistance to resolve the issue, you were unable to do so due to an account authentication failure.

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.

We spoke with you on August 21, 2025, via phone at **********.During this call, we offered to troubleshoot your mothers phone but you decline as you decided to cancel the service. Additionally, you request a refund on her payments for the past eight (8) months. Given the circumstances,that you are unable to authenticate the account an escalation was submitted to possibly bypass account authentication under reference number **********.

On August 25, 2025, we received a one-time courtesy approval to override account authentication. The account was then de-enrolled from ********.

A follow up call was made on August 27, where you acknowledge the cancellation of the Auto Pay and at the same time, a refund request was submitted under reference number **********. Per records, we are able to process a refund on the charges taken in March, May and July with a total amount of $81.69.

On August 28, a refund was processed under the following merchant reference numbers: BP20250319617975704, BP20250518619555742, and BP20250717621117609. Please note that credits typically reflect within 35 business days. For confirmation, you may contact your financial institution directly.

A final callback was made on August 30, during which we provided an update regarding your refund request. At that time, no further assistance was required.

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

Please refer to email reference number ******* or Ticket Number 1326883164.

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: 09/15/2025

Better Business Bureau:

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

Sincerely,

******** *****
Initial Complaint
Date:08/19/2025
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.
Transaction date 03/12/2024.I ordered a zero cost *** card and I paid in advance for the month which is $30 per month so total charged was $35.47 at checkout. I never received the *** card. I called them and informed them of such. They sent out an a *** card. Then went ahead and charged my card on file $30 for the plan. I was promised I would be refunded for the plan that was on the lost *** card. I waited and waited and was never refunded. I called again was told refund will be sent still no refund. I spoke to them today and the customer service representative told me since it has been a year they cannot offer me a refund. I received new (resent) sim and activated 3/29 and was charged $28.85. My monthly Bill for one line was already billed to my account on 3/10 for $42.70.
Business Response
Date: 09/02/2025
Dear Furdicia ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 20, 2025, regarding BBB case number ******** complaint.

Your complaint states that you ordered a SIM card along with a $30 airtime plan on March 12, 2024, for which you paid a total of $35.47.However, you did not receive the order as expected. Upon contacting customer support, you were provided with a new SIM card, but the airtime plan was not included. A refund was promised to you, but you have yet to receive it.

We spoke with you on August 20, 25, and 27, 2025, via phone at **************. During these calls, you provided the credit card details and email address associated with your order. However, despite our efforts, we were unable to locate any record of the payment or order number in our system.

Our records confirm that your ************* account with the phone number ending in 9807 is active and properly provisioned on the network.Additionally, we found a migration offer for a free ******* SIM card under reference number **********, created on March 25, 2024. However, we did not find any corresponding order associated with this reference.

Given this, we regret to inform you that we are unable to process your refund request. We recommend contacting your bank to possibly file a dispute for the charge in question.

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 1326827790.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/19/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had my number ************ with Tracfone for over three years. The service was due to expire in September 2025, so on August 4, 2025, I refilled it for another year and activated it on a new device.However, on August 12, 2025, my line was deactivated without any notice. When I called customer support on August 14, 2025, I was told this may have happened because of switching to another phone. The representative escalated the issue to a higher tier and asked me to check back on August 18, 2025, but when I called, there was still no ********* has been very difficult to reach a live agent, and this has caused a serious disruption in my service. Please reactivate my line immediately and restore the 40GB+ of data that was remaining on my account. Since I refilled with an annual card on August 4, 2025, my service should be active until 2026.
Customer Answer
Date: 08/20/2025
Tracfone reached out to me and resolved the issue within a day! What great service!
Initial Complaint
Date:08/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My spouse and I went to open an account with Total Wireless in the beginning of 2025. That day the Total Wireless representative that was assisting us accidentally locked my spouses phone, so we had to buy another phone and SIM card and open another account because the ones we had before were no longer usable. A few months go by our services were deactivated before the service ended but in order for the phone to be reactivated, we had to pay a phone bill that was not due. Aug 18th, 2025, I contacted ******** with questions about a payment of $72.15 that was charged for the 3rd time, and they stated that fee was for a service plan because on their end it said I dont have a service plan activated, but Ive had a service plan with Total Wireless since I purchased the phone.
Business Response
Date: 09/05/2025
Dear Taekoa *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 19, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you paid for your phone service with Total Wireless but SmartPay charged you with $72.15 saying you do not have a service plan purchase for your phone.

We spoke with you on August 21, 2025, via phone at ************. During the call, you provided us the account in question having the phone number ending in 6690.

Upon review, we found that the number was associated to an iPhone 12 with serial (IMEI) number ending in 6690. The phone is registered to be under the lease to own program through SmartPay.

In our in-depth review, the records show that the phone was activated in March 2, 2025. As we checked, billing history of your account shows that you add $65 funds to your wallet on March 21, 2025 and on March *******, a purchased via wallet of the $65 airtime plan was processed. The plan was did applied on April 2, 2025 until its Service End Date (SED) dated May ******. On April 29, your SmartPay purchased of the $65 plan was queued to your account and successfully added on May 2. Due to non-payment, the account was deactivated on June 2 and was reactivation on June 8 when you add funds through your wallet. However, the phone was deactivated on June 27, before reaching its *** due to non-payment of your lease agreement.

On July 21, you paid your lease and phone was reactivated using the funds you added on July 19, 2025, making your *** to be on August 21.On August 18, 2025, it was recorded that you added a $65 funds in your wallet and a purchased of a $65 plan via real time redemption. Currently, the $65 fund is still available in your wallet. The purchased $65 plan was applied on August 21, 2025 and was reapplied on August 29, since the account was deactivated on August 26, due to non-payment of your lease agreement making your Service End Date moved to October 1, 2025.

A follow up call was made on August 27, 28, and 31, 2025 and we sought clarification in regard to the screenshot you provided via email at **************************,that shows your payment history with ********. You explained that you are paying $25.63 was for your phone and $72.15 was for the service plan. However,our billing records does not reflect the ******** payment made on March 30. With that, an escalation was submitted to further investigate the SmartPay payment made on March 30 and we are still waiting for a response.

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 1326915990.

Based upon the foregoing, we will continue to work on this case and will provide an update once available. Thank you for choosing Total Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/08/2025
Hello,
Thank you for your response and for taking the time to investigate my complaint. I appreciate that you have escalated the issue to ******** regarding the $72.15 charge on March 30, 2025.
At this time, I will wait for the results of the investigation before determining whether the matter has been fully resolved. I am willing to continue cooperating as needed to help clarify the issue.
Thank you again for your assistance so far.
Taekoa *******, **************************
Customer Answer
Date: 09/08/2025

Complaint: 23767771

I am rejecting this response because:
Hello,
Thank you for your response and for taking the time to investigate my complaint. I appreciate that you have escalated the issue to ******** regarding the $72.15 charge on March 30, 2025.
At this time, I will wait for the results of the investigation before determining whether the matter has been fully resolved. I am willing to continue cooperating as needed to help clarify the issue.
Thank you again for your assistance so far.
Taekoa *******, **************************

Sincerely,

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

Dear Taekoa *******:

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

Your follow-up complaint states that you would wait for the results of the investigation and escalation regarding the $72.15 charge on 3/30/2025, and are willing to cooperate as needed.

Per our previous response, an escalation was submitted for us to get clarification on what transpired during your SmartPay payment for the month of March. Regrettably, we are still waiting for a response, and made a follow-up to expedite our query.

We spoke with you via phone number ************ on 9/9/2025 and 9/11/2025, and discussed the status of your account. As we are still waiting for an update on the escalation, we agreed for a callback once we received updates. We sincerely apologize for any inconvenience this may have caused you.

We made a follow-up call on 9/16/2025 via the same phone number, and discussed the matter with your complaint. As we are still waiting for a response from the escalation, our management suggested adding another monthly service plan to your account plus one more month of service extension as compensation. However, you preferred to be refunded instead. With this, we made a follow-up on the escalation, and we received a response indicating that our management would be contacting ******** directly to assist you with this request. Rest assured you will be contacted for any updates we receive.

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 1326915990.

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


Sincerely,


Executive Resolution Department

Customer Answer
Date: 09/18/2025

Complaint: 23767771

I am rejecting this response because: When they called me to follow-up on September 16th, they told me there was nothing that they could do in regards to my refund. Instead, they offered 2 months free of service. When I declined that offer and notified them that I'll be filing a lawsuit they raised it to 3 months free of service, which I declined as well. Today, September 18th, Tracfone told BBB that they're still escalating the case. When I received that message I contacted Total Wireless Tracfone immediately for clarification, in which they told me that the case s closed. I do not wish to continue with lies and theft from Total Wireless Tracfone. Thank you BBB for assisting me with this claim.

Sincerely,

Taekoa *******
Initial Complaint
Date:08/19/2025
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.
Dear BBB Team, I am filing this complaint against Total by *******. On the night of August 8, 2025, I attempted to place an order for an iPhone 13 (128 GB, Midnight) on ******************************* using my email, ************************** I also provided my phone number, ************, to verify eligibility for transferring to Total by *******. Upon submitting the order, I received an error message stating, Order was not placed, payment was not charged, check with your bank. No order number was provided, and the page closed abruptly. However, my bank account was charged three separate times for $165, totaling $495. I contacted Total by ******** customer support (phone: *****************-************) and, after several hours calling, spoke with a representative named *******. He informed me that one order (order no# *********) was processed and will be delivered, with one charge of $165, while the other two charges of $165 each were cancelled and would be refunded. However, I never received the iphone,and the tracking information **** tracking #1ZY902R60240861968) provided by Total showed delivery to an address I did not provide and have no connection to. I confirmed that my accounts registered address was correct and that I never entered the incorrect address used for delivery. Despite explaining these issues, Total by ******* refused to refund the $165 for the delivered order, claiming it was fulfilled, and I have not yet received refunds for the two cancelled charges. Requested Resolution: 1. A full refund of $495 (covering all three charges) to my bank account. 2. Written confirmation that all charges have been reversed and no further charges will be applied. I attempted to resolve this directly with Total by ******* via phone and online support but received no satisfactory resolution. I am now escalating this matter to the BBB to seek your assistance in obtaining a fair outcome. Thank you for your attention to this matter.
Business Response
Date: 09/02/2025
Dear **** **:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 19, 2025, regarding BBB Case number ******** complaint.

Your complaint states that on August 8, 2025, you tried placing an order for an iPhone13 on the Total Wireless website but encountered an error stating that the order was not placed. However, your bank account shows three separate charges for $165. You called customer support for assistance and was told that one order was process while the other two were cancelled and will be refunded, yet you have not receive a phone or a refund.

Upon review, we found your *** tracking number 1ZY902R60240861968 was associated to order number ********* that was placed on August 8, 2025, for an order of an iPhone13 and $165 Total Wireless plan. ************ confirms delivery of the package on August 11, 2025, to *****, ********.

In an in-depth review, we found that only one charge of $165 was successful while the other attempts were rejected. Merchant reference number B2C2025080860589364. To aid with the refund, an escalation was created under reference number **********. The refund was initiated on August 13 with confirmation number 93180389FCKF2Z2Q. This credit posting will usually occur within 3-5 business days and you may contact your financial institution for the verification of this posting.

We spoke with you on August 20, 2025, via phone at ************ and shared with you our findings. Per your request, this information was forwarded to your email as well via **************************** made a follow up call to you on August 23 and 26, 2025, during which you stated that you have yet to receive your refund. We reiterated the refund process and advised you to contact your financial institution for assistance regarding the two other payments since transactions were unsuccessful in our end.

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 1326819152.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/03/2025

Complaint: 23766652

I am rejecting this response because: I checked with my bank again, I have not received any one of these three $165 until today, also my bank said on their side, three $165 charges have been processed successfully on August 9, not just one $165 successfully as total wireless stated.
Also if all three $165 have refunded to me on August 9 and August 13, more than 20 days passed, I assumed should be received them today. However I havent receive anything.
Thank you.

Sincerely,

Ting Bo
Business Response
Date: 09/11/2025
Dear ** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 4, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you still have not received the refund for the charges yet.

Per our previous response, the other two charges were unsuccessful in our system. The payments should reflect in your account, and you can confirm this with your financial institution.

We spoke with you on 9/8/2025 via phone number ************ and discussed the matter with your complaint. We informed you that credits may reflect in your account within 3-5 business days, or up to 30 business days, depending on your financial institution. You may verify this credit posting by contacting your bank. We have also sent you an email to ************************* regarding this matter per your 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 1326819152.

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:08/18/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
August 18, 2025 Spent 1 hour and 40 minutes trying to unsuccessfully to cancel my account - I first tried online to cancel autopay and close account. Website would not allow me to close account. It would also not allow me to delete my credit card number for autopay without entering another credit card number.- Next I tried online chat. To verify account, chat sent me email with verification code. It took over 15 minutes to receive their verification email and by then the code was no longer valid. Tried this four times with chat, with same results all four times.- Next I tried calling. I gave the account representative all my information, including my PIN. She still had to verify the account by email. We tried email verification three times. All had the same result - by the time I received the email, the code was invalid. The account representative told me there was nothing else she could do, so I asked for supervisor. Waited ten minutes and gave up.- I finally called my credit card company. The card representative cancelled the autopay to TracPhone for me in a simple three minute phone call.
Customer Answer
Date: 08/22/2025
I was contacted by email by TracFone. See attached email string. They claimed they attempted to call me on the phone number listed in my BBB complaint. This is my T-Mobile cell number. I have had zero missed calls. I already spent over an hour on the phone with TracFone trying to close my account. I do not want to talk with them again. I simply want verification that TracFone has closed my account.
Business Response
Date: 09/01/2025
Dear ****** ************:

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

Your complaint states that you attempted to cancel Auto Pay and close your account, but encountered difficulties completing the process even with assistance from customer care support.

Our records show that you attempted to cancel Auto Pay but were unsuccessful due to failed account authentication. We understand that you wanted to cancel your Auto Pay enrollment and deactivate your account entirely.However, please note that specific procedures must be followed before we can process such requests.

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.

We attempted to contact you via phone at ***********;however, it appears the number may be incomplete. We also reached out via email at ***************************** on August 19, 20, and 21, 2025. While we were unable to speak with you by phone, you did respond to our emails.

In your email, you mentioned a delay in receiving your authentication code, which resulted in a failed account authentication attempt.We sincerely apologize for any inconvenience this may have caused.

Additionally, you stated that you had contacted your card issuer to block any future charges from TracFone and requested immediate cancellation of your account. We responded to inform you that, per our procedures, we are unable to process account cancellation without successful authentication.

As of today, your account remains active. However, your Auto Pay enrollment has been cancelled due to a declined charge. Please note that without a new refill, your account is scheduled for full deactivation on September 3, 2025.

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 1326757228.

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: 09/04/2025

Better Business Bureau:

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

Sincerely,

****** ************
Initial Complaint
Date:08/18/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I noticed on my credit card that TracFone was charging me for 4 lines and I only have 3. I started digging deeper into my credit card statements and noticed that they have been charging me for 4 lines since 2023. I called my credit card company and they were able to get me a refund for 3 charges. They said they could only go back 90 days and to contact TracFone for the rest. I called TracFone and they couldn't even tell me what 4th phone number I was being charged for. They said to contact my credit card. I called them and faxed my statements. Later on they said there was nothing they could do and to contact TracFone. I called TracFone and the gal took down every transaction to TracFone since 2023. The next day they left me a message telling me the charges were invalid and that my credit card had to do a charge back. I called the credit card and they said there was nothing they could do and to call TracFone. I called TracFone and after about another hour they said my credit card had to work it out. After about 8 hours of back and forth between the 2 companies, I gave up. I am telling you my story and contacting the ****** Thank you for your time.P.s. I tried to upload my statements but keep getting an error.
Customer Answer
Date: 08/18/2025
Here are my credit card statements showing that I was charges for 4 lines instead of 3
Business Response
Date: 09/01/2025
Dear ****** **********:

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

Your complaint states that since 2023, TracFone have been charging you for four (4) lines but you only have three (3) phones. You tried asking assistance to situate the matter through your bank and TracFone but issue is left unresolved.

Upon review, we found that you have two TracFone ************ includes numbers ending in 3868 and 0431, while the other has a number ending in 9647all enrolled in Auto Pay.

The number ending in 9647 was originally linked to a device with IMEI ending in 4398, and later transferred to a new device with IMEI ending in 0529 in December 2022. However, the old device remained enrolled in Auto Pay, resulting in duplicate charges from January 2023 to May 2025. We managed to refund the charges taken from March 2025 to May 2025, each amounting to $19.18 with refund confirmation id ***********************, BP20250421618845023_CR0,BP20250322618062489_CR0.

We spoke with you on August 19, 21 and 23, 2025, via phone at ************. During these calls, we tried to work with you on your refund request. However, you stated that someone was already assisting you regarding the matter. We managed to pull up a manual refund request under reference number ********** and the case is still open 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 1326776030.

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: 09/03/2025

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. They worked surprisingly hard to help me resolve the issue. The only problem is I had to file a complaint before they would take serious action and look into my complaint.

Sincerely,

****** **********
Initial Complaint
Date:08/18/2025
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.
more than amonth ago , my phone stoped working. I called tracphone customer service. they were very nice and said to send it to and they would replace it. i returned it on July 10. I waited a week before making my first of about 10 calls to get a delivery date. I always got one, it was always 4 to 5 days. I always asked for a tracking number, they never sent one. some of the calls lasted an hour. it seems their plan is to make you give up due to frustation. I have a lot of data and minutes I have paid for which is owed me.
Business Response
Date: 08/29/2025
Dear ******* *******:

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

Your complaint states that your phone stopped working, and was advised to send the phone back for replacement.However, you still have not received the replacement phone despite contacting customer service multiple times.

Please note that as per Tracfone Wireless Terms and Conditions, replacements will be made in accordance with available inventory. Inventory updates may take between 7 and 10 business days to be completed. Once the inventory record is up to date, depending on the updated availability, the requested phone model or a comparable phone model will be processed in accordance with the on-going replacement process.

Upon review, we found your TracFone Wireless account associated to an ** device with IMEI (Serial Number) ending in 5931 on active status with ***** services. We also found a Warranty Exchange Ticket per reference ID **********, created on 6/27/2025. We confirmed that the defective device was received on our fulfillment facility on 07/15/2025. Upon receiving the device, our records indicate that the replacement model is out of stock, which caused the delay in sending a replacement phone. We apologize for any inconvenience this may have caused you.

Nonetheless, latest records show that a comparable phone was shipped out on 8/26/2025, and delivered on 8/28/2025 at **********, **, per *** tracking # ********************* addition, we received your call on 8/28/2025, and assisted in transferring the phone number and activating the new phone. Consequently, you confirmed that the phone is working properly.

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 TracFone Wireless.

Sincerely,

Executive *********************

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