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:06/24/2025
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,

****** *****
Initial Complaint
Date:06/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted tracfone about ************************************ order to unlock a phone. Several representatives say that they are able to unlock my phone but in the end they are not able to give the unlock code. The promise to resolve in 48 hours and they will email, but they do not. I ask if there is something more than can be done and they say no. They say it has been sent to escalation department and it will be resolved but it isn't. I ask if I may talk to a supervisor, they say no. I even asked if I could file a complain and they responded no.I have read the unlocking policy and I see no reason why this phone cannot be unlocked. They asked if I would pay the 6 dollar fee because the phone is inactive and I said of course. Then they say there is a problem with the system and they cannot process it. The last four representatives have said I no longer have to pay. They have even given me a code to test if my phone can be unlocked which I did and was successful.There seems to be no recourse to getting this code. They have no fulfilled any of the things the representative says each time. The USA policy is that they must unlock the phone by request. This phone even had tracfone for services for over a year. This phone even has a tracfone account set up now.
Business Response
Date: 07/11/2025
Dear ******* ****:

We have received and reviewed your Better Business Bureau complaint. This response refers to your correspondence dated June 24, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you requested to have your TracFone device unlocked but have not received the unlock code. You mentioned that an escalation was submitted, yet the issue remains unresolved.

We spoke with you on June 27, 2025, during a callback you made via phone at ************ to discuss your device unlocking request. Upon review, we found that your phone with an IMEI ending in 0361 has been inactive due to non-renewal of service. However, records confirm that you completed the required 12 months of active paid service.

To assist with unlocking, we coordinated with our unlocking department and submitted an escalation to obtain the unlock code. We attempted to follow up with you on July 1, 4, and 8, 2025, via phone number **********,but were unable to reach you. Additionally, our emails sent to *********************** have not received a response.

Please note that we are still awaiting a response from the unlocking team. Rest assured, we are actively working on your request and will provide an update as soon as it becomes available.

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 1323330484.

Based upon the foregoing, we will continue working on your complaint and will provide an update as soon as one becomes available. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/14/2025

Complaint: 23512653

I am rejecting this response because: I did reply twice to your emails and also have called the number given 6 times and spoken to several representatives. The number you have been calling is correct there is nothing wrong with the line so I feel there must be error in your system because you cannot complete the call and receive a "high low tone" each time.
Still each representative tells me there is an internal error which does not allow you to unlock the phone or worse they tell me there is nothing they can do. I have spend many hours and now several months trying to regain access to a phone which I own rightfully. I request you replace the device with one that is usable as it is your error which does not allow me to get service on my phone. I cannot wait any longer for this error to be fixed. This is unacceptable and unlawful because I own the phone and have used your service for over 2000 days!
Please give compensation at this time.

Sincerely,

******* ****
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 7/14/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your phone is still carrier locked due to the same internal error. With this, you are requesting to get a replacement phone and/or a compensation.

We apologize for any inconvenience this may have caused you. As per our previous response, an escalation was submitted to assist in resolving this matter. As per escalation update, the unlocking department requested for your email, to address this matter properly.

We attempted to contact you via phone number ************, and have sent an email to ***************************************,on 7/23/2025, to discuss the aforementioned update. However, we were unable to reach you, and have not yet received your reply to our email. We will further contact you in the following days to get the requested information, and assist you accordingly.

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 in the following days to assist you further with this matter. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/23/2025
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.
Tracfone is double billing me for one service line or phone at this number ************ i been trying with these oversees folks that not very good in english and I cant to tell understand them after 7 calls and since ***** getting nothing but lies this is my last result I typed out the auto-pay dates the funds were withdraw i hightlighted them in bold type print uploaded it to the site below if you don't see it text or email me and I will resend it email
Business Response
Date: 07/11/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response refers to your correspondence dated June 23, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you are being double charged on your phone number ************. Despite requesting assistance, the issue remains unresolved.

We spoke with you on June 24, 2025, via phone at ************. During the call, you reiterated your request for a refund for charges made to your bank account.

Upon review, we found that in September 2023, you attempted to activate a phone with an IMEI ending in 4889 by porting in your number ending in 7678. The request was later canceled under reference number **********. However, Auto Pay had already been enabled during the activation process and remained active until June 2025, resulting in charges. To help resolve the issue, we agreed to further investigate and seek refund approval,which you accepted.

We followed up on June 25, 2025, to inform you that a manual refund request was submitted under reference number **********. This request is for a check to be issued once the refund is approved. On July 4, 2025, we updated you that approval is still pending. Rest assured, we are actively working on your case and will provide updates as soon as they become available.

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 123267075.

Based upon the foregoing, we will continue to work on your case and update will be provided once available. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/15/2025
I sent another page behind the original ones I previous sent this matter has not been resolved just phone calls and promises. Tracfone customer service keep transfering me to that refund department, and nobody picks up the phone. I think they know my number and refuse to answer.
Customer Answer
Date: 07/16/2025

Complaint: 23506529

I am rejecting this response because: I sent another page behind the original ones I previous sent this matter has not been resolved just phone calls and promises. Tracfone customer service keep transfering me to that refund department, and nobody picks up the phone. I think they know my number and refuse to answer.

Sincerely,

***** ******
Business Response
Date: 07/23/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response refers to your correspondence dated July 16, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that the issue has not been resolved yet. In addition, you kept on getting transferred to the ***************** without being answered, when contacting customer service,

We apologize for any inconvenience this may have caused you. As per our previous response, we submitted a ticket to process your refund request, with reference number **********. The request was not processed immediately due to multiple actions needed to verify the validity of the request. Nonetheless, all information requested were given, and the Refund Request was approved on 7/23/2025.

We spoke with you on July 23, 2025, via phone number ************, and discussed the aforementioned updates. We also informed you to allow up to 30 business days to receive the check, which you agreed to.

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 123267075.

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:06/22/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I updated my phone in April with another tracfone through hsn with 1500 min 1200 texts. Minutes were updated to my new phone which gave me *****min + ***** texts+ 7.10gb data. Then all my data disappeared. After calling tracfone the *** added a plan so I could use phone until account got fixed. 3 weeks later my account was deactivated. I called tracfone using my wifes phone which took approx 2hrs with no success getting my minutes back. I was told that when the *** put the plan on my account they could not add my previous accumulated minutes back on my phone. They put the minutes that came with the *** phone less minutes used. On 6/6/25 they credited my phone with 1237 min 1429 text 1.30gb data. I would like to get credit with all the minutes,texts,and data that I have accumulated over many years.
Customer Answer
Date: 06/30/2025
A *** from ******* called yesterday and added ****** minutes and texts and data. She called back today and put the rest of my lost minutes and texts.
The problem is totally resolved.
Thank You very much for your help!
Initial Complaint
Date:06/22/2025
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.
Once again my Tracfone account was hacked and someone stole my ***** minutes, ***** text messages and 2.07 GB of data I had on 4-11-25. Like last time I wrote a letter to TracFone Wireless, Inc.Attn: Executive Resolution Department9700 N.W. ****************************** have heard nothing from them my email, phone or letter. To restore my account.
Business Response
Date: 07/10/2025
Dear ****** *******:

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

Your complaint states that ***** minutes, ***** text messages, and 2.07 GB of data were removed from your account without authorization, and that you have not yet received the necessary assistance to resolve the issue.

Upon review, we found that your TracFone account is active and properly provisioned on the network. The usage report also confirms that the service is currently in use. To aid with the matter, further investigation was conducted.

We reviewed your redemption history and usage report and were able to validate your claim. Accordingly, an adjustment was made to your account balance under reference number 1323506226.

We apologize for any inconvenience this may have caused and are committed to preventing similar issues in the future. Rest assured that this is an isolated system glitch.

Additionally, we spoke with you on June 28, 2025, via phone number **************, and you confirmed that your minutes were successfully restored on your end.

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 1323505746.

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: 07/12/2025

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:06/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased a ******** razor 2024 for use however the phone has failed a ******** hardware test after running the test due to a internal screen malfunction causing the phone to be unresponsive and very pixelated. I have reached out to straight talk and explained this resulting in myself asking for a replacement due to the phone being under warranty. My request has been bluntly ignored, refused and disregarded. I want my phone replaced!
Business Response
Date: 07/09/2025
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 have a defective ******** phone and request Straight Talk for a replacement device.

Upon review, we found that a warranty replacement ticket (**********) was created on June 21, 2025, to replace your defective phone. To assist with the return process, two *** prepaid return labels were sent to your address, under tracking numbers 1Z6980XX9072148668 and 1Z6980XX9070398222.

However, we have not received confirmation that the defective phone has been returned. Please be advised that it is the customers responsibility to return the defective device in a timely manner. Failure to do so may result in the closure of the service ticket without further action.

We spoke with you via phone at ************, and exchange email messages via ************************ on June 23, 24, 25, 26, and July 2, 2025.During our calls, you were informed that phone model is out of stock and this may cause a delay, so we can offer a comparable phone model. However, we have to confirm the return of the original device and we found no such record for the time being.

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 1323274000.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 07/09/2025

Complaint: 23502374

I am rejecting this response because: I informed your customer service representatives not once not twice but at least five different times that I have mailed off my phone to y'all which has left me without a device at all and just because y'all did not receive it I am not to get a replacement I do not accept this response because you did not resolve the issue now I don't have a phone, my phone is lost in transit and you are refusing to replace it absolutely unacceptable

Sincerely,

****** ******
Business Response
Date: 07/17/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/09/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you have sent the defective phone back; however, the replacement phone has not been shipped because we have not confirmed the return of the defective phone.

Please be advised that as per policy, it is required to confirm from the warehouse, that the defective phone has been returned, prior processing the shipment of the replacement phone. As reviewed, the ticket to replace the defective phone was created properly, and return labels were sent to your address to assist you with returning the defective phone. However, we have yet to confirm the return of the defective phone.

Our records show that the initial *** Return Label with tracking number 1Z6980XX9072148668, was delivered to your address on 6/25/2025, with reference tracking number 1Z85W81F0277310703. The second *** Return Label with tracking number 1Z6980XX9070398222, appears to be delivered on 7/1/2025, with tracking number 1Z85W81F0276669696. However, both *** Return labels has not been used yet, as per *** tracking. As you have mentioned that you have already sent the defective phone, please provide us with the Tracking number in order to assist with tracking the defective phone.

Since the phone number you included in the complaint is no longer available, we have sent you an email to ************************ on 7/11/2025, to discuss this matter. We received your email response providing an alternate number.Therefore, we attempted to contact you via phone number ************, and have sent further email response on 7/17/2025. However, we were unable to reach you via phone,and have not yet received your reply to our email. 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 Straight Talk Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/22/2025

Complaint: 23502374

I am rejecting this response because: again another week has PASSED and you have NOT provided my replacement phone. Working on a MONTH at this point. I had a *** carrier do a home pick up with the label that you shipped me A MONTH AGO, MAILED YOU MY PHONE AS ASKED A **** MONTH AGO, EVERY BIT OF 30 DAYS AGO AND HAVE SINCE HAD NOT!!! not !!! NOT !!! not !! NOT HAD A PHONE I PAID FOR BECAUSE YOU CLAIM TO HAVE NOT Received MY DEVICE. I SHIPPED MY DEVICE WITH THE LABEL You MAILED . YOUR OWN label YOU MAILED ME nearly 30 DAYS AGO!!! THIS IS THE EPITOME OF RIDICULOUS PLEASE STEP IN BBB, I PAID FOR THIS PHONE , PAID MY SERVICE BILL, PAID FOR MY DEVICE AND HAVE NOT BEEN CREDITED, REFUNDED OR RECIEVED A PLACEMENT PHONE FOR SOMETHING I Paid MY HARD WORKING MONEY FOR BC They CLAIM THEY HAVENT RECIEVED IT. SOUNDS LIKE IT WAS LOST ON THEIR END TO ME!!! OWN UP TO YOUR MISTAKES ANS DO RIGHT!! I HAVE BEEN CALLING AND EMAILING THIS COMPANY FOR A LITERAL MONTH, 30 **** DAYS , ABOUT MY PHONE , ITS LOCATION AND MY REPLACEMENT. EVERY SINGLE TIME IM TOLD THE SAME THING, THEY HAVENT GOTTEN IT THAT I NEED TO SHIP IT (can't ship something that was shipped a **** month ago!!!!!)) (ITS BEEN SHIPPED) AND THAT IM BASICALLY JUST SOL They're NOT RESPONSIBLE. I WANT MY **** REPLACEMENT. I HAVE NOW WENT AS FAR AS REACHING OUT TO THE ATTORNEY GENERAL FOR GA AND ** (THEYRE ************ LOCATION) , OBVIOUSLY THE BBB, AND THE TRADING COMMITTEE OF GOODS WELL AS EVERYONE AND I MEAN EVERYONE I CAN THINK OF TO REPORT THIS Horrific BUSINESS ANS ATRIOUS COMPANY

Sincerely,

****** ******
Customer Answer
Date: 07/22/2025
And for FURTHER MORE SPECIFIC INFORMATION THE PHONE WAS SHIPPED, yes mailed to straight talk in a package with the AIRBILL THE PROVIDED, back to them on June 28th 2025. The *** carrier arrived at the location for pick up and PICKED UP & PLACED THE DEVICE IN THE PACKAGE PROPERLY LABELED WITH RHE AIRBULL THEY PROVIDED ON JUNE 28TH 2025 BETWEEN 12-2 PM est.! The phone was MAILED TO THEM THAT DAY via *** home pick up, reset as requested, in a package with the dam. Charger ! I called them the FIRST time after being ignored via email proceeding sending 3 EMAILS asking about my replacement as I was PROMISED a replacement within 3-5 days on the 5th day and have been dealing with and living in this nightmare of an atrocious company refusing to send me my replacement after clearly losing my device rather it be within their warehouse, general malfunction and disorganization, or in shipping with the chaos that they evidently show proudly, or if it was due to their undertrained customer service representatives mistyping the return location or where the device was due to arrive. Regardless of HOW they lost my phone it is now lost and has been for a month, for 30 days I have not had a phone and have not been provided a replacement, in hindsight I have been blamed for them not getting it and told when I ship my device (AGAIN CANT SHIP SOMETHING I HAVE NOT HAD IN MY POSSESSION FOR THE LAST MONTH BC I AUTOMATICALLY SHIPPED IT AND DID MY PART AS REQUESTED WITHOUT HESITATION JUST TO HE TOLD OH WELL ITS NOT THEIR PROBLEM. PLEASE REWUIRE THIS Atrocious ANS REVOLTING COMPANY TO DEMONSTRATE COMMON COURTESY AND FIX THE MISTAKE THEY HAVE CLEARLY MADE BY GIVING ME A REPLACEMENT PLEASE!
Customer Answer
Date: 07/22/2025
In regards to an email sent by ********************************************************** agent Azi 515910 Executive Resolution Department
Straight Talk Wireless on Friday afternoon I was to call 1-********************** as shown in the screen shots per the reply they have sent to the BBB, to obtain information and have a replacement shipment issued regarding my phone. I called said number and extension today, to attempt to make a mends with the company. However, they continue to be completely atrocious and a disgrace. Upon calling, a 24 minute long call as shown, I was told MULTIPLE times they did not have my phone , that it was not their fault or problem and that I should find it bc again, it was not their fault or problem,despite provided airbill being sent from them, and me, naively sending my device back to them only to be lost in transit , their care or transportation, that it was my responsibility to locate and return my device. I explained 8 sent the device 30 DAYS AGO. THE representative once again stated *******, it was not her issue, her companies fault , not their problem. And they will not be moving forward to replace the device quickly adding that she does not work with my case but again it wasn't their fault or problem. "Go buy a new device" is her advice. Instead of expecting them to hang one over
Customer Answer
Date: 07/22/2025
In regards to an email sent by ********************************************************** agent Azi 515910 Executive Resolution Department
Straight Talk Wireless on Friday afternoon I was to call 1-********************** as shown in the screen shots per the reply they have sent to the BBB, to obtain information and have a replacement shipment issued regarding my phone. I called said number and extension today, to attempt to make a mends with the company. However, they continue to be completely atrocious and a disgrace. Upon calling, a 24 minute long call as shown, I was told MULTIPLE times they did not have my phone , that it was not their fault or problem and that I should find it bc again, it was not their fault or problem,despite provided airbill being sent from them, and me, naively sending my device back to them only to be lost in transit , their care or transportation, that it was my responsibility to locate and return my device. I explained 8 sent the device 30 DAYS AGO. THE representative once again stated *******, it was not her issue, her companies fault , not their problem. And they will not be moving forward to replace the device quickly adding that she does not work with my case but again it wasn't their fault or problem. "Go buy a new device" is her advice. Instead of expecting them to hang one over
Customer Answer
Date: 07/22/2025
In regards to an email sent by ********************************************************** agent Azi 515910 Executive Resolution Department
Straight Talk Wireless on Friday afternoon I was to call 1-********************** as shown in the screen shots per the reply they have sent to the BBB, to obtain information and have a replacement shipment issued regarding my phone. I called said number and extension today, to attempt to make a mends with the company. However, they continue to be completely atrocious and a disgrace. Upon calling, a 24 minute long call as shown, I was told MULTIPLE times they did not have my phone , that it was not their fault or problem and that I should find it bc again, it was not their fault or problem,despite provided airbill being sent from them, and me, naively sending my device back to them only to be lost in transit , their care or transportation, that it was my responsibility to locate and return my device. I explained 8 sent the device 30 DAYS AGO. THE representative once again stated *******, it was not her issue, her companies fault , not their problem. And they will not be moving forward to replace the device quickly adding that she does not work with my case but again it wasn't their fault or problem. "Go buy a new device" is her advice. Instead of expecting them to hang one over
Business Response
Date: 07/30/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 22, 2025, regarding BBB Case number ******** complaint.

Your follow up complaints states that you already returned the phone a month ago using the Return label we sent you. However, you still have not received the replacement phone, and was informed that the defective phone has not been returned yet.

As per our previous response, a ticket was already created on 6/21/2025 to process your phone replacement request, and return labels were sent to *********, **, to assist you with returning the defective phone. However, we still could not confirm the return of the defective phone. In addition, both *** return labels with tracking number 1Z6980XX9072148668, and 1Z6980XX9070398222,shows that *** does not have the package yet.

We are unable to reach your line since the phone number you included is no longer in service. Therefore, we have sent you emails to ************************ on 07/24/2025, 07/25/2025, 07/26/2025, 07/27/2025 and 07/30/2025, to discuss this matter. We received your response on 7/26/2025 requesting a replacement phone;however, we have not received further information 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 **********.

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:06/21/2025
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.
I have beeen a tracfone customer for myself, my husband and my disabled son for over ************************************************************** June 2024, I purchased a phone for my son and transferred his pre-paid plan to it. At first I could not get it to work, so tracfone sent me a new sim card and it worked. Being that my son is disbled, he only uses his data for emergencies since he is mostly home, and his texts and calls are through our wifi. On May 17, 2025, I noticed that he had zero minutes, texts and data left. I called tracfone and asked if they could provide me with dates that this data was used since he hardly uses it. They could not, but talked me into a monthly plan that costs more to insure he wouldnt run out of data, etc. Today, June 21, 2025, I tried calling him and found that all his minutes, texts, data were at 0. No minutes, texts, data rolled over,. It was as if I never purchased the plan in May. I called tracfone, and after an hour on the phone, she was able to get back his minutes and texts, but not his data. She said she would transfer me to a supervisor, but hung up on me. I called back, and after anoher hour of doing the same things over and over, I was told that I need to buy my own new sim card since this phone is out of warranty because I called in June and that I called in May to report this problem was irrelevent. I spent 2 hours on the phone with them and the end result is that I have to find a store to buy my own sim card. If this sim card does not solve the issue, I have to get a new phone. At my expense. For my autistic son who it took months for him to figure out this phone and will have to figure out a new one just a year after purchasing a phone. When I said I was in warranty when I first alerted them to this problem and was talked into buying a more expensive plan, I was told THIS IS OUR POLICY. I was also told that they are the highest tech specialists so there is nobody who could help me at tracfone.
Business Response
Date: 07/09/2025
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 sons rollover balance was erased and you have not receive the assistance needed.

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 June 24, 2025, via phone at ************, during which your sons account was successfully verified. Upon review, we found that the TracFone account with the number ending in 2717 is currently active. Records confirm that a $15 PayGo plan was added in May, and multiple plan replacements were processed in June due to a system glitch that prevented the account balance information from being properly updated.

To address your concerns, we performed troubleshooting steps to ensure the service is functioning properly. Additionally, the account balance information has been successfully updated under reference number 1323265010.

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 1323223144.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am having a problem with Tracfone charging me for service and then not providing that service. I renewed my service plan with them on June 20th, 2025. My phone did not update so I got on their support chat and was told it might take some time. The next day June 21st, 2025 I continued to get warnings my service was going to expire and my account was not ********** I got on their support chat again. The first *** said I made no purchase and he would help me buy a plan then he suddenly drops without warning. Before he dropped he said I would have to make the effort to dispute the previous charge. This seems to be their default answer.Put the burden on the customer to fix their problems. While waiting for the second *** I went ahead and bought a second plan. when the second *** came on he said yes I did make a purchase yesterday and he would process a refund. then he drops without doing. By the time the 4ht *** got on again saying I would have to dispute the charge with my bank, they were not going to refund me. sounds alot like they do this all the time, keep dropping from the chat, making you constantly explain the situation over and over to frustrate you to drop from the chat and drop the complaint. I was forced to purchase two plans to keep my service and they refuse to refund the first charge. I have attached the chat log where they admit the first charge and them telling me to dispute the charge.I do not want to hear from them, I just want the charge from June 20th, 2025 refunded.
Business Response
Date: 07/11/2025
Dear **** ******:

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

Your complaint states that you were required to pay twice for your plan because the first payment was not properly applied to your account. You are requesting a refund for the initial charge.

Upon review, we found that your TracFone account is currently active. Based on the accounts purchase history, there was an attempt to make a payment on June 20, 2025; however, the transaction was not completed. A successful payment was made on June 21, 2025, in the amount of $153.82, with merchant reference number **********. Records confirm that the new plan was successfully applied to your account.

Additionally, we successfully contacted you via phone at ************ on June 24 and June 25, 2025. During these calls, we discussed the status of your account and shared the results of our investigation. It was determined that only one charge was processed. You acknowledged this and confirmed that no further assistance was needed.

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 1323269907.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/21/2025
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.
On June 18, 2025 I checked my Tracfone balances. They were All 0's. I chatted Tracfone tech support agents to request assistance. They informed me that the problem was that all my balances were zero. I informed them that the last time I checked, I ****** minutes, ****** text messages, and 2.55 GB of data, with a service expiration date of 1/31/2026. They let me to their routine for tests whether call, text, internet were working or not. After the test they tried to end the chat. I agued and finally two agents said they can see all balances on my account: Data-2.4GB, **********, Text-*****. I made a screenshot for evidence. I spent more than one hour on the chat with the agents, but they were unable or unwilling to help. I ended the chats and googled. So many people experienced Tracfone Zero balances. I was hoping like someone recovered all balances very next day, but it didn't happen to me. Two days later I made a phone call and explained to *****(?). Long story short, he started adding balances one by one. However, all numbers of balances are not correct. I kept asking him to recover all as I had before, even though he repeated the numbers, but he didn't change them. I'm not satisfied by these numbers including "Unlimited."
Customer Answer
Date: 06/23/2025
*** is another Tracfone Support agent mentioned the balances of my phone. They were as same as ******, previous agent, mentioned.
Business Response
Date: 07/10/2025
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 account balance was removed,and despite seeking assistance from customer service, the issue remains unresolved.

TracFones customer account authentication policy operates under strict security standards to protect the integrity of its customersinformation. Any changes to an account must be authenticated.

Upon review, we confirmed that your TracFone account is active and properly provisioned on the network. The usage report also indicates that your service is currently in use. However, a system glitch was identified as the cause of the discrepancy in your account balance. To address this, we coordinated with the appropriate team to verify and restore your remaining balance.

We spoke with you on June 28, 2025, via phone at *************, during which we shared the findings of our investigation and the resolution applied to your account under reference numbers ********** and 1323714311.

A follow-up call was made on July 1, 2025, to confirm the update, but we were unable to reach you. Additionally, we have not received a response to the emails sent to *******************************.

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 1323317095.

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: 07/21/2025

Complaint: 23499837

I am rejecting this response because: I kept asking to change from Unlimited Talk to the original, *****. I'm not able to reach a representative.

Sincerely,

******* *****
Business Response
Date: 07/29/2025
Dear ******* *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 22, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaints states you are unable to reach a customer service representative to change your plan from being Unlimited back to the original plan.

As per review, the account is currently active with the ***** plan. We also found out several tickets created to replace the lost service on the account. When we checked the balance on the account, it also showed that the service was already restored. In reference to replacement service ticket numbers **********, *********************.

We spoke with you on July 25, 2025 via phone number ************, regarding the status of your account. We validated the account, and informed you that the concern you have pertaining to the service, has been rectified. We provided you the total balance for minutes, text and data, which you acknowledged. We also confirmed that the service is no longer under the unlimited plan as you requested.

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: 08/03/2025

Complaint: 23499837

I am rejecting this response because: My balances is still shown "0" on text, again and "Unlimited" on Talk, not ****** as the representative told me.
Since my husband had a heart attack and I injured twice. I have been busy for visiting the hospital, doctors' offices, and imaging center. Finally I could check the balances on my phone today.
Hopefully next time I check the balance everything looks like before. I'm really tired of this.

Sincerely,

******* *****
Customer Answer
Date: 08/05/2025
Since Tracfone stole all text messages minutes, I'm not able to send/receive messages to/from my contacts, including 2-way verification code and important messages from the hospital, doctors' offices. It's inconvenient.
Customer Answer
Date: 08/05/2025
I'd been talking to the representative, **** and requesting to fix the ZERO balance of SMS. Now he made worse, not only SMS, both Talk & SMS are Unlimited. I never pay for Unlimited plan monthly.
Please quit harassing me!! I've been wasting my time.
Thanks

Customer Answer
Date: 08/09/2025
Now Tracfone deactivated my phone. I talked to ***** on 8/6/2025 @ 12:09 am. She kept telling me to activate and get a new phone number. They will not give me back all service minutes.
Customer Answer
Date: 08/12/2025
Last time I forgot sending these screen shots. They deactivated my phone and nobody contacted me
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 8/4/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your phone service balance is still incorrect;SMS balance shows 0 and call balance shows Unlimited instead of ******. Your additional comment on 8/11/2025 states that your account has been deactivated,and that you were requested to activate your phone with a new number.

As per our previous response, we have already updated your accounts balance information. However, there might be some programming errors, which may have caused the incorrect balance showing in your account. In addition, your account shows as deactivated despite having service paid for until 2026. We apologize for any inconvenience this may have caused you. Transaction history shows that this issue was due to a technical error we encountered in an attempt to correct the account. Nonetheless, we have already updated the account, and it is now showing active and provisioned in the system.

We have sent you emails to ******************** since 8/9/2025, to discuss the status of your account and service concerns. However, we have not received any response from you. We also attempted to call you via phone number ********** on 8/19/2025; however, we were unable to reach you. We need to speak with you directly to confirm the resolution of this case.

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 Straight Talk Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 08/19/2025

Complaint: 23499837

I am rejecting this response because: I kept asking to recover all minutes, not UNLs. Please give me back Total Talk Minutes Balance: ***** and Total SMS Balance: 20877.
My husband is staying in the hospital again. I don't have time to talk with anyone, except doctors and nurses right now.

Sincerely,

******* *****
Customer Answer
Date: 08/26/2025
After I left more message and the screen shot, they made worse. I kept asking to remove UNL from call, but they add UNL to Text. I mentioned last time I injured and my husband is in the hospital. I'm coming home late and many things to do before going to bed. I don't have time to talk with your representatives, actually, why do I have to talk to them. If you fix to my previous balances and remove UNL, you don't need to call me.

Business Response
Date: 08/28/2025
Dear ******* *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/21/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint indicates that your balance has yet to be recovered.

Your accounts balance has already been added; however, due to some technical errors,we are having issues removing the Unlimited balance in the system. Due to this error, your account both has Unlimited and ***** balance, instead of only having PayGo balance. In addition, due to the Unlimited balance associated to your account, our system is designed to make use of the unlimited plan balance prior consuming the PayGo plan balance. Therefore, as long as you still have the Unlimited plan balance, your Paygo plan balance will remain the same. We apologize for any inconvenience this may have caused you, and we are already in the process of correcting the account to remove the unlimited plan.

We understand your desire not to be contacted via phone due to your current situation. We have sent you emails to ******************** on 8/24/2025,8/25/2025, 8/26/2025, and 8/27/2025, to discuss the aforementioned. However, we have yet to receive your response. Rest assured your ***** balance would reflect once the Unlimited plan is removed.

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 1323317095.

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: 08/28/2025

Complaint: 23499837

I am rejecting this response because: I never received any emails from Tracfone.

Sincerely,

******* *****
Customer Answer
Date: 08/28/2025
Why don't you just recover my lost all Minutes: *****, Texts: *****, Data: 2.4G.
Customer Answer
Date: 09/03/2025
I'm really tired of this harassment. My husband has been sick. I stayed with him until late night. My friends say why I'm using the worst carrier. I don't know.
Business Response
Date: 09/09/2025
Dear ******* *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 29, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you wanted to recover the lost minutes on your account.

As per our previous response, we have already updated your accounts balance information. However, a technical error in the system has caused the incorrect balance showing in your account. We apologize for any inconvenience this may have caused you. Nonetheless, we have already updated the account, and as of this writing, the correct account balance should be visible in your end.

We attempted to reach you via phone number ************ and emails were sent to ******************** on 08/29/2025, 08/30/2025, 08/31/2025, 09/03/2025 and 09/06/2025; however, we were unable to reach you, and have not yet received your response to our emails.

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

Please refer to email reference number ******* or Ticket Number 1323317095.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 09/09/2025

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. Finally they removed UNLs. I was ready to go to AT&T shop. Now I don't need to go. Hope this is the last time all my balances are disappearing.
Thank you for your help.

Sincerely,

******* *****
Initial Complaint
Date:06/20/2025
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.
1. I PURCHASED THE PHONE AND 365-DAY PLAN 2. I WAITED 2 HOURS ON SEVERAL DIFFERENT DAYS FOR CUSTOMER SERVICE.3. BECAUSE OF THIS I RETURNED THE UNACTVATED PHONE.4. TRACFONE REFUSES TO GIVE ME MY MONEY BACK FOR THE 365-DAY PLAN, WHICH I WOULD NOT HAVE PURCHASED IF I DID NOT PURCHASE THE PHONE 5. REFUND OF ***** + ***** = ******
Business Response
Date: 07/09/2025
Dear ******** ****:

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

Your complaint states that you purchased a phone along with a 365-day airtime plan. However, you were unable to activate the phone, which led you to return it. Despite this, TracFone has refused to refund the cost of the airtime plan. You are requesting a full refund for both the phone and the airtime plan, totaling $107.27.

We attempted to locate your account using the name and address provided in your complaint. However, we were unable to identify your account in our system. To investigate your concern further, we kindly request your order details, such as the order number.

Please note that you have thirty (30) days from the date of delivery to return your phone for either an exchange or a refund. To initiate a return, you must follow the return instructions included with your phone and cover the shipping cost for the return.

Unfortunately, we have been unable to reach you by phone or email due to the absence of contact information. To resolve this matter, we will need to speak with you directly.

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 1322347921.

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

Sincerely,

Executive Resolution Department

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