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: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.
Since Tracfone is not allowing me to order a replacement phone from them. They are telling me I must purchase a "plan" first which I do not need. I have service for nine for years. I am not throwing that away. So I am asking Tracfone to compensate me for the misery they put me through. I am 74 years old. I have no phone to use. If a emergency comes up and I can't get help. I am solely putting that responsibility on Tracfone!
Business Response
Date: 07/15/2025
Dear ********* *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 27, 2025, regarding BBB case # ******** complaints.

Your complaint states that TracFone would not allow you to order a phone without having to purchase a service plan.With this, you are asking for a compensation.

We understand your desire to order a new device through ********************** website; however please note that some of the TracFone Wireless devices available for purchase through our website will require being bundled with a service plan. Nonetheless, some phones can also be purchased without needing to purchase a service plan. We need to confirm the model of the cellphone you were trying to purchase in order to verify if it was part of a limited-time promotion/offer.

We spoke with you via phone number ************ on 07/03/2025; we informed you with our findings and you explained that you already bought a new device and a service plan. In addition, you mentioned that you could not update the Personal Details on the account; we created the ticket per reference No. **********. It was required that our specialist department contacted you directly to be able to address your concern. We attempted to contact you via phone number ************ and email was sent to ***************************** on 07/07/2025 and 07/08/2025. We were unable to reach you via call; however, we received your email response on 7/9/2025,indicating that you were able to login to your account.

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 1323653163.

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

Sincerely,

Executive *********************
Customer Answer
Date: 07/16/2025

Complaint: 23527562

I am rejecting this response because:
I did not ask for compensation of any kind. Read the complaint. It was solely about Tracfone not allowing me to replace my phone with a purchase on their website. I have purchased a phone since from another source. Walmart. I appreciate the help you gave me. And all the phone calls. But you Tracfone got it all wrong! Over and out. I don't need to hear from you again.
Sincerely,

********* *****
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 7/16/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did not ask for a compensation, and that the complaint was about not being able to purchase a phone without a service plan in the website. In addition, you mentioned that you already purchased a phone,and does not need to be contacted again.

In regards to your inability to order the device online without including a service plan, as per our previous response, there are phones sold online which is bundled with a service plan. Therefore, you could not proceed an order without selecting a service plan.

We did not make further attempts to contact you per your request. We apologize for the misunderstanding, and any inconvenience this may have caused.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 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.

Sincerely,

********* *****
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.
I had a basic phone plan with total wireless. We have been having issues with text messages going through for a few months and they could never fix it. I chatted with an agent and they suggested upgrading to unlimited data. I have two phone lines. The agent said I would only have to pay for the upgrade on one phone and the other one would as free. They said it would only increase my bill by $15.00 a month. Once the upgrade processed I was charged for both lines. I contacted customer service and asked them to honor what the agent told me. They even confirmed the agent informed me I would only have to pay for one line. I would like them to honor the written price they offered me. My phones are both working now and if I downgrade my phones I assume the text will not work again. I would like ***** to honor the price increase of $15 not $30 for both lines.
Business Response
Date: 06/23/2025

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

June 23, 2025

Dear BBB,

Thank you for contacting *************** of Executive Relations regarding ******* *********** complaint. In his complaint, received on 06/21/2025, he states he has been having issues sending and receiving his text messages.

Upon further review, weve determined the customers concern should be addressed by our ******* Wireless team. Per BBB guidelines, please forward Michael *********** 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
Business Response
Date: 06/24/2025
Please see attached for complaint misdirect resolution
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 27, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you were having issues with your text messages that were not resolved, and that you were advised to upgrade your current plan. You were informed that your bill would only increase $15 every month, since the other line would have an upgraded plan for free. However, the bill increased for both lines, and the initial bill mentioned, was not honored.

In our review, we found two lines in your accounts with phone number ending in 5539 and 4306. Both lines are now active with the Total Wireless $40 service plan, which includes unlimited talk, text and data. Usage records indicate the both phones working properly. On the other hand, we could not find details regarding a reported issue with text messaging.

We spoke with your wife *****, via phone number ************ on 06/30/2025 and 07/02/2025. We discussed about the status of both phones, and informed you that the price increase was due to changing your service plan from the $25 unlimited talk, text and 1 GB of data to the $40 service plan with talk, text and unlimited data. Nonetheless, you indicated that since you were told the price increase would be only $15 you want to receive a discount. We offered the option to go back to the previous $25 service plan; however, you mentioned that you do not want to continue with our assistance.

We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience the customer may have experienced and will do our best to prevent similar issues from occurring in the future.

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 1323669246.

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: 07/16/2025

Complaint: 23500557

I am rejecting this response because I was quoted a price by the business by an agent and I would like the company to honor that price.
I have worked with the company for countless hours trying to fix the text issue and it only resolved once we upgraded the plan. There would be no reason to downgrade if I was going to have text issues again.
Thank you!

Sincerely,

******* *********
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 7/16/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you would like the company to honor the price that was initially given to you. You refused to have a downgraded plan since you may encounter issues with text messaging.

We spoke with you via phone number ************ on 7/24/2025, and discussed the matter with your complaint. You mentioned that you were having problem with limited data allocation on your previous $25 plan, which only has 1 GB of data. You were offered an upgraded plan for the two lines in your account with only a $15 increase in your monthly bill; however, your bill shows an increase for $15 in each of the two lines. You requested to honor the initial pricing provided; therefore, we submitted an escalation regarding this matter, and agreed to contact you for updates.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

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

Based upon the foregoing, we will contact you once we received updates on the escalation.Thank you for choosing Total Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 07/25/2025
I am waiting on the response and do not wish to close this out until they have resolved the issue.
Customer Answer
Date: 07/25/2025

Complaint: 23500557

I am rejecting this response because: I am waiting on the response and do not wish to close this out until they have resolved the issue.

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 complaints states you are waiting for our response and wishes to have the issue resolved.

As per our previous response, we submitted an escalation to verify if the requested discount amount can be processed; however, we could not offer a discount, which is not available or is not being offered to our customers. Nonetheless, as courtesy, we can offer a month of service extension to your account.

We attempted to contact you on 8/2/2025, 8/3/2025, 8/4/2025, and 8/5/2025 via phone number ************, and email **************************************** however, we were unable to reach you and have not yet received your response to our emails.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1323669246.

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: 08/06/2025

Complaint: 23500557

I am rejecting this response because:
Every time I called back the prompt said no customer service agents were available and the phone disconnected. I have called multiple times on 08/3, 8/4, 8/5, and 08/06.
As I shared previously your company made an offer of a price and I adjusted my service based on that offer. I would like the offer you quoted me.
Sincerely,

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/06/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you are having a hard time connecting to customer service. In addition, you insisted on having the plan previously offered to you by a representative honored.

Per our previous response, we can provide alternate offers as courtesy; however, we could not provide the price for the service plan you claimed, as we are not offering the said plan. Please confirm from our website for our latest service plan offers.

We spoke with your wife, on August 13, 2025, via phone number ************. She confirmed she would manage all calls for you due to the nature of your work.She stated that you were promised an upgrade to a $15 Total Wireless discounted service plan to resolve an SMS issue, which would only increase your monthly bill by $15. However, you were charged a different amount. We informed her that you are not qualified for the promotion, as it is intended for our BYOP/non-branded customers. As a one-time courtesy for the inconvenience, we offered a one-month free service extension. She accepted this on your behalf,and we extended your service by one month.

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 1323669246.

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: 08/15/2025

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.
However, I still believe that a company should follow through with a written offer they provide their customers. Seems like bad business practices to offer something and not honor it.

Sincerely,

******* *********
Initial Complaint
Date:06/26/2025
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.
On June 13, 2025, I ordered a reconditioned Iphone and a plan from Tracfone for $106.72. They did not tell me that the phone was on backorder. I contacted them last week via chat and I was told that I could not get a refund until the phone shipped. However, they still do not have the phone. I would like a full refund, since they do not have the phone in stock.
Business Response
Date: 07/15/2025
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 ******** complaint.

Your complaint states that you ordered a phone, which turned out to be on backorder. As a result, you requested a refund.

Upon review, we found that your order was placed on June *******, with a payment of $106.72 under order number 6018-T62O8CE1EE. However,the order could not be fulfilled and was subsequently cancelled.

We spoke with you on June 28, 2025, via phone at ************ regarding your refund request. You mentioned that you were informed the refund would be processed within 30 days after the order cancellation.

However, upon checking, our refund attempts have not been successful. Each attempt returned an error code 203, which indicates that the credit card on file is either invalid or has been cancelled. With this, we kindly ask you to confirm the status of your credit card or consider filing a dispute with your card issuer.

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 1323441429.

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

Sincerely,

Executive Resolution Department
Business Response
Date: 07/15/2025
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 ******** complaint.

Your complaint states that you ordered a phone, which turned out to be on backorder. As a result, you requested a refund.

As of today, July 15, 2025, we received confirmation that our refund department successfully contacted you and processed the refund after you unblocked your card. Refund Confirmation ID: **************** amounting to $106.72. With this, we will consider the case closed.

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 **********.

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: 07/28/2025

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:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I activated my ********************* in March 2025 on my ************* 2020 using a 1-year plan, which I fully paid for at the time. My phone and service were working fine until June 2025, when it suddenly stopped making calls or sending texts. I contacted Straight Talk customer support and was told my phone was originally from Metro, and because Straight Talk now uses *******, I needed to buy a new *** card to continue using their network. I went to ******* and bought a Straight ************ BYOP *** card kit, then contacted support again to activate it. Ive contacted customer service multiple times, receiving conflicting answers one agent said activation would take 30 minutes, another said 24 hours. Its now been over a week, and I still have no working phone service, even though I paid for a full year. The agent had me test the *** in another phone to see if it worked, and it did but now they refuse to reactivate it on my *************, saying its "locked" to the other phone I tested it in. I was not warned that testing the *** would lock it to that device. Ive followed every instruction they gave me, and Im now left with working service but on the wrong device and no resolution. I want my number released and my paid service refunded. I paid $329 for the year plan. I wouldn't mind getting the remaining months refunded but I would prefer the whole refund if possible.
Business Response
Date: 07/14/2025
Dear ********* *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/26/2025, regarding BBB Case number ******** complaint.

Your complaint states that you activated your phone with a 1-year plan on Straight Talk in March 2025; however, it stopped working in June 2025, and was never fixed despite purchasing a new *** as advised. You inserted the *** to another phone and it worked; however, the *** is now associated to the other phone. With this, you are requesting refund for the service plan you paid.

Please be advised that TracFone Wireless Terms and Conditions indicate that Airtime plans, used or unused, has no cash value, and is non-refundable.

We reviewed your account and our records show that you activated your phone thru the Bring Your Own Phone (BYOP) program on 3/16/2025 with the Straight Talk $360 1-year unlimited plan. However, your account was deactivated on 6/30/2025,after you ported your phone number ending in 3573 out to another service provider, per reference number **********. Please note that Terms and Conditions indicate that any service which remained unused at the time of termination, cannot be refunded or transferred to another person.

We spoke with you on 07/06/2025 via phone number ************, and discussed the status of your account and service concerns. We informed you that the account is not eligible for refund as per Terms and Conditions of service.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

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

Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Executive *********************
Initial Complaint
Date:06/25/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered a phone from straight talk wireless approximately 2 weeks ago. Was told via chat that remote fulfillment would take 3 business days. That was over a week ago. My order is still stuck in "Pending Remote Fulfillment". I was put on hold for over 2 hours - never got to speak to a person. Each chat customer service person has said they can not provide a timeline for how long my order will be stuck in the warehouse pending fulfillment and that I cannot cancel my order.
Customer Answer
Date: 06/27/2025
Straight talk called me or had a robot call me and I missed the call. I tried calling and opted for a call back and was told my wait time would be greater than 30 minutes to speak to a customer service representative - an actual person. Over an hour later a Straight talk support number called me back but it was a robot and I have been on hold for over 30 minutes. No person. Just on hold indefinitely. Straight talk is a scam.
Business Response
Date: 07/15/2025
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 ******** complaint.

Your complaint states that your order remains in 'Pending Remote Fulfillment' status, with no timeline provided for fulfillment, and that you are unable to cancel it.

Upon review, we found that your order was placed on 06/15/2025, with a payment of $1219.92 under order number 0025-5TL430K13I.However, the order could not be fulfilled and was subsequently cancelled.

A refund was issued on 06/17/2025 with transaction reference number 42835991IBQF5G0W. Refunds typically post within 35 business days. You may contact your bank to verify the credit.

We attempted to contact you on June 27, and July 1, 2, 3,and 5, 2025, via phone numbers ************ and ************, as well as by email at *********************** However, we were unable to reach you *********** a result, we sent an email with the outcome of our investigation. To date,we have not received a recent response.

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

Please refer to email reference number ******* or Ticket Number 1323468898.

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

Sincerely,

Executive Resolution Department
Business Response
Date: 07/15/2025
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 ******** complaint.

Your complaint states that your order remains in 'Pending Remote Fulfillment' status, with no timeline provided for fulfillment, and that you are unable to cancel it.

Upon review, we found that your order was placed on 06/15/2025, with a payment of $1219.92 under order number 0025-5TL430K13I.However, the order could not be fulfilled and was subsequently cancelled.

A refund was issued on 06/17/2025 with transaction reference number 42835991IBQF5G0W. Refunds typically post within 35 business days. You may contact your bank to verify the credit.

We spoke with you on July 3, 2025, via phone number ************, during which you requested that all further communication be sent to *********************** Accordingly, we shared the outcome of our investigation via email. We have not received a response since then.

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 1323468898.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/25/2025
Type:Sales and Advertising 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 redeemed points for extra data 6-20-2025 then purchased add on card 6-24-2025 the data I purchased went into a different section of my account that I don't have access to that other plan . After approximately 4 hours attempting to get what I paid for the customer service representative said I had redeemed points for extra data and the extra data purchased had been redeemed and was lost/unusable they stated I cannot receive a refund.
Business Response
Date: 07/15/2025
Dear ***** *********:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated June 26, 2025, regarding BBB Case number # ******** complaints.

Your complaint states that you redeemed an extra data using your points on 6/20/2025,and purchased an add-on data on 6/24/2025; however, it went into another section of your account which you dont have access to. In addition, you were informed that the data you purchased had been redeemed and was lost, and it is non-refundable.

In our review, your account has multiple active lines. On 06/21/2025, you contacted customer support and requested to redeem 1000 points to get a $10 Add-on Data plan, which included 3GB of data to the account, which IMEI (serial number) ends in 6335. Furthermore, you purchased another $10 data card of 3GB data on 06/24/2025.

Our records show that you requested to transfer the phone number ending in 5087 on 06/25/2025 to another device, with an IMEI number ending in 5529 per reference ticket number **********. Based on the usage records we reviewed for the account ending in 6335 from 06/21/2025 until 06/25/2025, it indicates that only 3GB of data were consumed.

If you are experiencing service issues, please note that within coverage zones,interruptions may occur, resulting in dropped calls, slow data speeds, or connectivity issues. These disruptions can be caused by various factors,including the customers device, network changes, traffic volume, outages,signal strength, terrain, weather, and other environmental conditions.

Furthermore, please know that upgrading to a new internal platform might affect ******* Network customers during common transactions such as activations,reactivations, or redemptions. This caused the new service transferred not to be properly provisioned, resulting in the incorrect data balance removal. We apologize for the recent issues that you may have experienced with their service. We issued a $20 plan with unlimited talk and text, 4GB of data for 30 days per reference number **********, ending with a total of 5.95GB, and unlimited calls and texts.

We attempted to contact you multiple times via phone number ************ and have sent emails to? ************************* on 06/26/2025, 06/27/2025,07/01/2025, 07/03/2025 and 07/06/2025. Although we were unable to reach you by phone, you responded to our emails requesting a callback, reporting issues with receiving service and asking for a complete refund of the monthly plan, 6GB data plus taxes and fees. As of now, we have not received any further communication from you. However, please note that TracFone Terms and Conditions indicate, that Airtime plans, used or unused, are non-refundable.

Speaking with you directly would be the best way to properly address your concern and discuss about the requested refund. Tracfone Wireless is committed to an outstanding customer experience and prides itself on providing reliable service that is accessible to all.

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.

*****************************************************
Customer Answer
Date: 07/15/2025

Complaint: 23519320

I am rejecting this response because:

Sincerely,

***** *********
Customer Answer
Date: 07/15/2025
Tracfone owes me for 6 gigabytes of data and one week of service.
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 7/15/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you used your points to redeem an add-on data on 6/20/2025, and purchased an add-on data card on 6/24/2025, which went to a different section of your account. You were informed that the data you redeemed was lost, and could not be refunded.

As per our previous response, we confirmed that the 3GB add-on data you purchased on 6/21/2025 and 6/24/2025, was added to your phone number ending in 5087, which was then associated to a phone with IMEI number ending in 6335. We also determined that out of the 6GB data balance in your account, only 3 GB were used, before the account got deactivated due to phone number transfer request on 6/25/2025. Nonetheless, the remaining data balance was added to the new phone. Furthermore, we confirmed that the data usage from your last redemption coincides with the remaining data balance in your account.

As of this writing, your account is inactive due to non-renewal of service. It was deactivated on 7/9/2025. You need to redeem a service plan in order to continue using your service.

Since your phone number is no longer active, we have sent you emails to ************************* on 7/20/2025, 7/22/2025, and 7/23/2025, to discuss this matter. However, we still have not received your response to our emails.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

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

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/23/2025

Complaint: 23519320

I am rejecting this response because: the balance data balance was 6 gb total lost. I never switched devices. Service was lost dealing with customer service June 25th. Again I have been using the same device since 2020 I do not understand what tracfone is talking about new phone. I was left without a working phone because of incompetent customer service losing access to 3gb of data from redeemed points and 3 gb from in store data card and remaining service from my plan.

Sincerely,

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

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/24/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that the lost data balance was 6 GB in total and that contrary to our response, you never switched to a different phone since year 2020.

We reviewed the screenshot you provided, which shows that the 3 GB data you purchased went to the account ending in 6335. However, on the same screen shot, it shows that the phone number it is associated is the one ending in 5087. As we reviewed, this account ending in 6335 was activated under the Bring Your Own Phone (BYOP) program. Despite using your ******* Galaxy A11 with IMEI # ending in 5529, the account displays the last 4-digit of the *** card number, which is 6335. Nonetheless, in our review, the Add-on data was added to your phone number ending in 5087.

The contact number provided in the complaint is no longer valid. Therefore, we have sent you emails to ************************** on 8/1/2025, to discuss the status of your account and service concerns; however, we have not yet received your response to our emails. Please provide us with your valid contact number, as we need to speak with you directly to discuss this matter.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Starting March 31st my text messages stopped working. I had to call the help desk to get them working again. There was a major upgrade that had taken account information offline for 2 weeks, when it came back in April 1st my data stopped working. Also my balances for text and data seemed to be wrong when the system came back up. I have called the help desk 24 times just from my phone.and even bought a new sim card to try and fix the problem since then and they cannot get my mobile data to connect under my prepaid plan. My account has a service end date through 2039. The only way they got it to work even temporarily was to add an unlimited monthly plan to my account, but that stopped working before the month was even over. Many times I asked for a call back they didn't even call me back. I have since gotten a new phone number through ******* in addition to my TracFone account on the same phone and that is able to connect to mobile data so I know it is not my phone. They used to charge $49 per year for just service with no airtime so if they are unable to provide me the prepaid service I already prepaid for then they owe me the 14 years of service time at $49 per year at minimum. They should also refund me for the airtime,.texts and data prepaid for and at least some of my time for calling them so many times with no resolution.
Customer Answer
Date: 07/09/2025
I got a message from TracFone telling me to call their customer service line, I called Monday 7/7 and was told they could not verify my identity because the verification text they sent did not come through and said they would schedule a callback for today 7/9 at 1245 pm Pacific time. They did not call me back at the scheduled time.
Business Response
Date: 07/14/2025
Dear ******** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/25/2025, regarding BBB Case number ******** complaint.

Your complaint states that you encountered service issues in March 2025, and the balance seemed to be incorrect. The issue remained unresolved despite contacting customer service multiple times. Therefore, you are requesting refund for the paid services.

We reviewed your account with phone number ending in 0823; it is active and provisioned in our system. We also confirmed that you have ******* Coverage in your area. However, within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could 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.

On the other hand, please note that TracFone Terms and Conditions indicate that airtime plans, used or unused, have no cash value, and is non-refundable.

We spoke with you via phone number ************ on 7/10/2025, and attempted to offer assistance. However, you mentioned you are not available. It is best to speak with you over the phone, therefore, please contact us in your most available time.

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 1323841964.

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: 07/22/2025

Complaint: 23518557

I am rejecting this response because:
My issue was not that my balance was incorrect, even though that was also an issue. My main problem is that my TracFone account would not connect to mobile data at all. While I understand there may be service issues in my area I was unable to connect to mobile data at all, and I have had service through TracFone at the same address for over 15 years so if it was just usual patchy service I would not complain. While the last customer service *** I spoke with was able to get my data to connect partially, it is still not functioning as it should.
They are trying to force me to factory reset my phone stating that it is a troubleshooting step that we must take to resolve the issue. If I factory reset my phone I am going to have to reset everything including the esim card with the other mobile provider that I have had to get service through in order to use my phone and I do not wish to do so. My phone connects to mobile data just fine under my esim card and ******* account just not **********************. I have gone through every other troubleshooting step with them and still do not have reliable data or text service.
This issue started April 1st after a major system update and TracFone is trying to blame my device for the issues. I feel that they are trying to find a way to mark me as "uncooperative" with troubleshooting so that they can refuse to refund me for my 14 years of service that they are not able to make work. I have paid for service through 2039.

Sincerely,

******** *********
Business Response
Date: 07/31/2025
Dear ******** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/23/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your main concern is about your mobile data service not working properly despite requesting assistance from customer service. You are requested to Factory Reset your phone as one of the troubleshooting steps; however, you refused as it may compromise the other service in the device.

We apologize for any inconvenience this may have caused you. Please note that as part of our effort to resolve the issue our customers are having with the service, one of the steps, and is considered as our last resort to determine the cause of the issue, is to Factory Reset the device. This is after we confirmed that the account is well-provisioned in our system, and there is confirmed coverage in the area. We consider this process since the issue could be due to Software glitches, Network Configuration issues, or other configurations that may affect cellular services.

As reviewed,your account with phone number ending in ********************************* our system. With this, it is best to speak with you to assist you accordingly.

We attempted to contact you via phone number ************, and have sent emails to ******************************,on 7/27/2025 and 7/31/2025, to discuss the status of your account and service concerns. However, we were unable to reach you, and have not yet received your response to our emails. We need to speak with you directly to discuss this matter.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

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

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

Sincerely,

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

Complaint: 23518557

I am rejecting this response because:
I should not be forced to factory reset my phone against my wishes with no evidence of what is causing the issue. If that is my only option then they should reimburse me for the active time I have through 2039 on my account because they are unable to provide me with the service I have prepaid for. I have already spent too much of my personal time on this issue, I wish I could ask them to reimburse me for my time spent dealing with them as well because I have called over 25 times since the issue started. They have offered me no resolution other than reset my phone which is not a guaranteed resolution but it is guaranteed to be a hassle and take me hours to do.

Sincerely,

******** *********
Customer Answer
Date: 08/11/2025
I got a call from support services on Sunday 8/10 requesting that I verify my IMEI number and sim card number. They then requested I try my sim card in another device (even though I bought a brand new sim card from TracFone after I started having issues. They said they would call back today at between 12:30 and 1:30, I even specified Pacific time then they called at 11:09 am until 11:14 am. This is not the first time they have called me at a different time than we had agreed. I feel like TracFone is just harassing me when they don't know what the issue is or how to fix it to avoid reimbursing me for the active airtime I am owed . It has been 4 months, why can't they just give me some sort of refund? I do not have time to keep dealing with them over and over when they are just asking me the same questions repeatedly, I have never heard of a company taking this long trying to fix an issue without some.sort of customer reimbursement. At this point I do not want their service anymore because they have proven themselves to not be reliable, I just want some sort of reimbursement for the services I have paid for that they are unable to provide. I have spent hours of my personal time and I do not wish to spend any more of my time, they should have to reimburse me for my time at this point.
Business Response
Date: 08/19/2025
Dear ******** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/07/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint is requesting a refund for your active service, which extends through 2039. You have rejected the suggestion of a factory reset,stating you should not be forced to perform one, due to ongoing unresolved issues. Moreover, your follow-up comment on 8/12/2025 indicates that the agent,who assisted you, contacted you outside of the agreed time. You also requested reimbursement for the service you already paid for.

We appreciate your feedback regarding your negative customer service experience, and we value your feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. On the other hand, in regards to your request to get reimbursement for the service you already paid, please note that Terms and Conditions indicate that airtime plans are non-refundable, regardless of usage.

Meanwhile, please also note that our agents are to do and consider all possible troubleshooting steps in order to resolve the customers concerns. These series of steps are essential to properly diagnose the cause of the service issue our customers are experiencing. Although we do not force customers to adhere strictly to the steps, some steps are required to be conducted prior considering the subsequent steps.

We attempted to contact you on 8/10/2025, 8/11/2025, 8/12/2025, and 8/13/2025 via phone number ************, to discuss the matter with your complaint. However, we were unable to reach you via call. We have also sent you emails to ******************* on the mentioned dates; however, we still have not received any responses from you.

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 1323841964.

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:06/25/2025
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.
Cancelled my service with company approximately 5 days after making monthly payment and company refuses to return unused portion of payment.
Business Response
Date: 06/19/2025
June 19, 2025

Dear BBB,

Thank you for contacting *************** of Executive Relations regarding ******** ******** complaint. In her/his complaint, received on 06/18/2025, the customer expressed concerns regarding a closed 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 ******* 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
Business Response
Date: 06/24/2025

P.O. Box 10
****************-0010

June 24, 2025

Better Business Bureau of **********
**************************************** Rd. Building A, Suite 202
**************************

RE: Complainant: ******** ******
Complaint Number: 23484474

Dear Ms. ************************** you for contacting *************** of Executive Relations regarding ******** ******** compliant. In her complaint, received on June 23, 2025, Ms. ****** expressed a billing concern with her Total Wireless account.

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

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

Sincerely,

****
Executive Relations Analyst

Business Response
Date: 07/14/2025
Dear ******** ******:

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

Your complaint states that you canceled your service five days after making a monthly payment and requested a refund for the unused days,but the request was declined.

Upon review, your Total Wireless account became inactive following a successful port-out on June 17, 2025, under reference number **********. Records show that you refilled your account on June 12, 2025, and the usage report confirms that the service was actively used prior to the port-out.Therefore, a refund is not possible.

We also spoke with you on June 29, 2025, via phone number ************, where we explained that your refund request had to be *********** stated in our Terms and Conditions, porting out your number immediately deactivates your Total Wireless service, and any unused service days are forfeited.

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 1323565065.

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:06/24/2025
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.
On February 18, 2025, I purchased an iPhone 13 from Straight Talk for $199 and activated it on February 22, 2025, with a 30-day unlimited plan costing $55. The total amount I paid was $********* the time of purchase and activation, Straight Talks official unlocking policy stated that eligible phones would be unlocked after 60 days of activation. This is the policy I relied on when making my purchase (see: ******************************************************************************************)However, now that 60 days have passed since activation, Straight Talk is refusing to unlock my phone, claiming that the policy "always" required 60 days of paid service. This condition was not stated anywhere in the version of the unlocking policy available at the time of my purchase.On April 1, 2025, Straight Talk updated their policy to clarify the 60 days of paid active service requirementbut this change was made after my purchase and activation, and it is now being applied retroactively. This is deceptive and unfair. The company is effectively denying me a promised service based on a policy that did not exist when I became a customer.I have made multiple attempts to resolve this directly with Straight Talk:- Emailed customer service at least 3 times - Sent 2 formal letters to their **************** and ********************* Department - Called customer service at least 5 times Each time, I am given the same dismissive answerthat the policy did not mean what it clearly stated, and that 60 days of paid service was always the requirement.This is not acceptable. The business should honor the policy that was in effect at the time of purchase and activation, not rewrite the rules afterward.Resolution Requested:I am requesting that Straight Talk immediately unlock my device, in accordance with the policy that was in place on February 22, 2025, and that they stop misrepresenting or retroactively enforcing changed policies on customers.
Business Response
Date: 07/14/2025
Dear Pili *****:

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

Your complaint states that you purchased and activated an iPhone 13 from Straight Talk with a 30-day unlimited plan in February 2025, expecting it would be unlocked after 60 days, as per Unlocking Policy. However, the policy changed on April ******, which made your phone ineligible for unlocking as it required 60 days of paid and active service.

We understand your desire to use your device on another carriers network, and we want to provide clarity based on our Unlocking Policy, which became effective on April 1, 2025. As outlined in our policy, for cellphones capable of remote unlocking (this includes most iPhones and some Android cellphones) that were activated with ********************* on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.

This Unlocking Policy is subject to change at any time without advance notice.Unlocking Requests submitted on or after 4/1/2025 must adhere to this Unlocking Policy.

We reviewed your account and it was confirmed you purchased an iPhone 13 with IMEI ending in 6659, on 02/18/2025 per order ID ****************** was activated with a 30-day plan on 2/21/202, and was deactivated on 3/23/2025 due to non-renewal of service. The device has not met the required 60 days of paid active service; therefore, it is not eligible for free unlocking. Once the account reflects the required 60 days of active paid service, and the device meets the other conditions, you can resubmit the unlocking request.

We spoke with you via phone number ************ on 6/25/2025, and discussed the status of your account and Unlocking request. We encouraged you to renew your service to comply with the 60 paid and active service days required for unlocking eligibility. However, you declined and refused further assistance.

As of this writing, we confirmed that your service was renewed, and an Unlocking Request was submitted on 7/2/2025.

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 1323319174.

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

Sincerely,

Executive *********************
Initial Complaint
Date:06/24/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Okay Tracfone, you know the routine. You cheated me out of data "AGAIN". We went through this in May. After about 6 hours of phone conversations, you finally gave the data back. Good for you. Then two weeks later, you deleted the data again. Shame on you. What game are you playing? Enclosed, are two screen shots taken that shows *****GB of data that was on my account and a screen shot of the data mysterious disappearing. Time for you to put the data back. This is for phone number ************.
Business Response
Date: 07/14/2025
Dear ****** *****:

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

Your complaint states that your data balance was removed again, and youre requesting for it to be restored.

We spoke with you on July 2, 2025, via phone at ************, where you reiterated having a data balance of ***** GB. Upon review, your TracFone account was active, but the system showed only 10.2 GB remaining. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.

To resolve the issue, we updated your account and submitted an escalation. It was found that the data balance was removed during redemption due to a system error.

We followed up on July 7 and 9, informing you that the update was completed and advising you to check your balance via the My Account app. You later confirmed that the correct data balance was restored.

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 1323794406.

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: 07/15/2025

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,

****** *****

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